Complaints

This profile includes complaints for EasyCare's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  EasyCare

  6010 Atlantic Blvd Norcross, GA 30071-1303

  
• 

  EasyCare

  PO Box 88077 Atlanta, GA 30356-8077

  
• 

  EasyCare

  PO Box 888050 Atlanta, GA 30356-0050

  
• 

  EasyCare

  PO Box 2368 Norcross, GA 30091-2368

  
• 

  EasyCare

  PO Box 88230 Atlanta, GA 30356-8230

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased an extended warranty contract from "RV Complete" APCO - Easy Care 48 month ****** mile coverage on 12/31/2021 for $7,118.00.Filed an original repair claim on Coach May 1, 2023 for repairs. Took to Authorized ******** ********************** for large Trucks Check Engine Light (*** related) Radiator Leak, ********* ****** Suspension Now here in November 23 and repairs are still not complete. ************** and myself have had very poor communication with numerous representatives and adjusters at APCO. Keep getting told that repairs are not authorized, even after failures displayed to inspectors and ***************** bulletin procedures issued from Cummins followed in step sequence by **************. Not to mention the warranty company authorizing below market value pricing on parts and below book hours on labor repairs. Some friendly customer service staff, but call waiting every call for ***** min with no direct communication numbers or emails available with an assigned Adjuster for the case. Adjusters when I have spoken to them try and talk down to you like you do not know your contract and the proper repair procedures. Authorizations for repairs have been approved and rescinded. Claims of the service center "Throwing parts at it" when they are following proper TSB's from Cummins engineers. Was told on 11/16 by adjuster that they were not covering the *** and wiring because a fault was not demonstrated to unqualified inspector. But shop performed diagnosis with inspector present on computer and gave inspector ******* TSB information. Have called multiple times this week only to be told that adjuster was not available and the customer service rep would have the adjuster call me back. That never happened, so I had to spend anther 30 min on the phone to try and talk to someone. Bottom line, I paid for an extended warranty, followed procedures taking to an authorized repair shop, Coach has been out of service since May23 and stillnoresolution

  

  Business Response

  Date: 11/17/2023

  Good afternoon-
  
  Thank you for forwarding this complaint to EasyCare.  EasyCare will contact the contract holder directly to address this matter. 
  
  Thank you,
  
  

• Initial Complaint

  Date:11/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2013 Honda Accord on 10/2/23 with an extended warranty through Easy Care. A few days after purchasing the car, my daughter noticed a sound when she was breaking. I took the car into my mechanic on Monday, 10/16 and they said the sound is coming from my transmission and it needs to be replaced. I requested that they contact Easy Care for the extended warranty. The warranty company called me and I gave a statement. My mechanic called me later and told me that the warranty company denied the claim but he did not know why. On Tuesday, 10/17, I called the warranty company asking why the claim was denied. The woman I spoke with stated that it was denied because it was determined by my mechanic that it was a pre-existing issue. I started asking questions about how my mechanic would know that since I had only had the car for two weeks. The lady on the phone then looked at the claim and came back and said that I had told them that the car was making the noise when it was driven off the lot. That isnt true. Th person who called me asked if it started when I got the car and I said pretty close to that. If I wouldve noticed a sound when driving off the lot when purchasing a used car, I would have turned around and brought it up. I asked to speak to a supervisor or manager, because my words were not being represented accurately, and the person on the phone completely refused to do that. I asked her what my options were because I never heard the sound driving off the lot and my daughter was not with me when I drove the car off the lot (the statements showed that my daughter was the one who heard the sound). The lady on the phone said that my mechanic could call back, but there was nothing else I could do. My mechanic called back and was not able to say anything to change their mind The person he spoke with at Easy Care told the mechanic they have a right to say that anything is pre-existing and not pay for it within 60 days of purchase.

  

  Business Response

  Date: 11/10/2023

  Thank you for forwarding this complaint to EasyCare.  EasyCare will contact the contract holder directly to address this matter.

• Initial Complaint

  Date:09/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a 2018 Jeep Grand Cherokee, when I purchased my Jeep I also purchased Easy Care ********** most expensive warranty offered covering my car to the **** In March of this year my car was having engine issues, after assessing the car the mechanic determined that both of my timing chains, lifters, camshafts, etc. had all gone bad. Due to the extreme damage from the parts detreating the mechanic ************** claim with easy care that a new engine was the best way to fix my car and quoted around ******** to replace. Easy care sent an adjuster to review my car agreed that there would be medal in my engine and a replacement would be the best way to fix the issue. Easy Care denied the engine and approved parts to be replaced knowing that the issue would likely return. Four months later on August 9th I returned my car to the shop with the same issue, same parts going bad due to metal running thru my engine as predicted by the mechanic and adjuster. Easy Care sent out a second adjuster whom again agreed that the engine needed to be replaced, they once again have denied the claim and will not pay for any repairs. Easy Care is looking at the external issue with parts going bad again instead of the actual issue, July 21st was the last oil change I had completed. Pictures of metal in the NEW oil filter and oil change receipt have been submitted also for them to review as proof that the issue is within the engine causing the parts to once again go bad. I have now been without a car for almost two months AGAIN. Easy Care made a mistake in the first claim and should be responsible for correcting now.

  

  Business Response

  Date: 10/25/2023

  Thank you for forwarding this complaint to Easycare.  Easycare will contact the contract holder directly to address this matter.

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i had the extended warranty purchased along with the car back in 2013, which is 10 yr/100K miles. in 2019 the ** started not cooling so i went to dealership for checking. the dealership recommended to replace the ** compressor and the valve, but easy-care declined the compressor replacement. only the valve replaced and it worked for couple of years, then the ** started not cooling fast and cold. i eventually went to dealer again and they provided same diagnose that the compressor needs to be replaced, and the warranty period is expired. I called the customer service and they told me they can't do anything at this point. btw the deductible is $250. they will try everything to not let you replace expansive parts.I attached both reports i had from 2019 and last week. I would like to have my warranty payment the compressor replacement cost to be refunded to me ASAP.

  

  Business Response

  Date: 10/12/2023

  Thank you for forwarding this to our attention.  We will contact with the contract holder directly to address this matter.

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased their top-tier extended warranty for $2,537.00 when I purchased my vehicle on April 21, 2018. Top-Tier at the time was called "Gold Certified ***************** This top-tier extended warranty "Covers all components and parts, except those specifically excluded in Section-E of Terms and Conditions" whereas their lesser "StatedCare" plan covers most parts but not all.Today is September 7, 2023. I have never filed a claim on this extended warranty before today. This contract expires on December 1, 2023.The way the contract is set-up is that the repair facility's ****************** has to call and get pre-approved before EasyCare will authorize the expense. In my case I have a 2018 Ram **** with a 5.7 liter V8 engine that has an exhaust leak at the engine manifold and the service technician noted one or more broken exhaust manifold bolts (likely the cause of the exhaust leak). EasyCare declined the repair due to the exhaust manifold bolts being broken (exhaust manifold bolts are not covered?).After researching and looking for an applicable TSB (which I did not find), I was able to find that broken exhaust manifold bolts are VERY common in the 5.7L Hemi V8. This would have been covered by the manufacturer's powertrain warranty had I discovered the problem before the odometer hit ****** miles. It has just under ******. Further research into the problem found the cause of failure to be improper design. Specifically the bolts are simply insufficient. The exhaust manifold expands and contracts with temperature changes and eventually the bolts break. My vehicle has never been in an accident and has never been misused/abused (so no chance of outside forces causing the failure).Summary: Their own definition of what the contract covers states "all components and parts, except those specifically excluded in Section-E" and I promise you, exhaust manifold bolts are not included in Section-E. EasyCare HAS BREACHED THEIR CONTRACT.

  

  Business Response

  Date: 10/11/2023

   Thank you for making is aware of the customers complaint. We are reaching out to the customer directly to resolve the issue.

• Initial Complaint

  Date:08/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i purchased this police from member care (valley strong credit union branch ) for my 2019 **** transit connect auto extender warranty plan , i have 4 another warranty for my cars never ever file any mechanical issue with other cars. but this new **** give me issue after few week i purchased, i took to mechanic for fix the issue , mechanic find out there is transition issue in vehicle so we start the claim with member care (apco group ) everything going ok they send inspector to mechanic shop officer find out need to replace transition ,so next week i contact to insurance company to get status of my claim the manager said we are not going to pay for claim because the vehicles is salvage title . i told them on one said when i purchase this policy and no one said this when i start claim with u till today . she said i can do nothing we are not going to approve your claim . you can cancel your policy . when i went back to machinic he said this is the insurance company purposely doing that , they just want to sell policy when any one file claim they will find way to decline the claim . i need justice for that so more people will not get cheated by this company , when i went to valley strong bank for this issue , and i explain everything even bank surprise said they dont aware of this new thing they sell so man policy to several selvage title vehicle . no one said any thing . i think company want to cheated the customer . please help me thanks

  

  Business Response

  Date: 09/21/2023

  September 21, 2023
  
  Complaints Team 3               
  BBB of Metro Atlanta, ****** & NE *******
  
  Mechanical ******************* Policy Number: MBIAC2CA1C3B
  Mechanical ******************* Policy Holder: ********* (Shamider) Singh
  Seller: Valley Strong Credit Union
  BBB Complaint Case #: 20526508
  
  Dear Complaints Team 3,
  
  In accordance with your request,we ask that you accept this letter containing important information regarding the complaint filed with your office by ******************* (SS), in connection with a recent claim submitted under the terms of SSs Mechanical ******************* Policy (****), referenced above.
  
  As a preliminary matter, we would like to clarify that while coverage available under the **** was extensive, it did not promise to assist with the repair of everything that could possibly go wrong with SSs vehicle, nor did it pledge unconditional, unlimited assistance with or reimbursement for every demand made upon it, without regard to an adherence with the ***** terms.
  
  Unfortunately, under the terms and conditions of the ****, the claim to which SS refers was determined ineligible for coverage due to the following:
  
  1) The fundamental prerequisite for coverage under the **** was a MECHANICAL BREAKDOWN or FAILURE of a covered part, solely due to a defect in material or workmanship of that covered part, and which occurs during the active **** term; subject to the ***** terms, conditions, procedures, provisions, definitions, limitations, or exclusions.
  2) In this instance, the initial diagnosis and visual inspection performed with SSs authorization by the professionals at All Automatic Transmissions in ***********, ********** (AAT) in combination with the digital images they provided, included findings of no fewer than 9 historical diagnostic trouble codes (DTC) consistent with compromised friction, shift solenoid performance, slippage and flares, hard down-shifting, etc., and a condition of extremely burnt and contaminated transmission fluid.
  3) Regrettably, it was logically and mechanically implausible to conclude that the transmission in SSs vehicle could have degraded from that of a properly functioning, within specification and symptom-free unit, to exhibiting each and all of these drastic symptoms, physical manifestations, badly burnt and contaminated fluid, and the resulting DTCs AAT witnessed and documented, within the brief 21 days and 208 miles the **** had been in effect to that point.
  4) Beyond that, the Administrators research indicated, and SS acknowledged, that the vehicle had also been branded by the ******************* with a salvage, rebuilt, and/or junk title.
  5) Section III (A) (12) of the **** specifically excludes coverage for the repair of a MECHANICAL BREAKDOWN or FAILURE THAT IS REASONABLY DETERMINED BY THE ADMINISTRATOR TO HAVE OCCURRED PRIOR TO THE POLICY PURCHASE DATE
  6) Section III (A) (31) of the **** specifically excludes coverage for ANY VEHICLE DETERMINED TO BE A PREVIOUS FLOOD OR SALVAGE VEHICLE OR ON WHICH THE ***** TO THE VEHICLE HAS BEEN ALTERED OR WASHED;
  
  Under these circumstances, we believe the Administrator has acted properly and in full compliance with the terms and conditions of the ****, in every respect.  Naturally, we are very sorry for any frustration or inconvenience SS *** have experienced; but we trust our letter has helped clarify the facts and events surrounding the recent claim.  Since the unfortunate, but accurate claim disposition, we can also report that SS has requested cancellation and refund of the **** purchase a request which has been honored, of course, and which is now in process.
  
  With that, *** we express our gratitude for the privilege of having been SSs **** Administrator, and that we wish for SS the absolute best the future *** offer.
  
  Sincerely,
  
  Claims Department
  Automobile Protection Corporation - APCO

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20526508
  
  I am rejecting this response because: when  they issue me policy why they did not inspect the vehicle. i brink vehicle to bank show that to employee working Condition , driving good . employee verified its salvage title vehicle why they issue me policy in first hand . i had 3 another policy with same bank never have issue , i trust the company , first time ever i find issue with my vehicle , and they denied because its a salvage title . why underwriter or company did not look on it before issue the policy. they cheat the customer i dont knnow how may people have policy with them under the salvage title vehicle , and they wait pass 60 day so they can not get refund the policy and denied the claim , this is pure cheating by company , not fare for consumer      
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/22/2023

  September 22, 2023
  
  Customer Relations Representative              
  BBB of Metro Atlanta, ****** & NE *******
  
  Mechanical ******************* Policy Number: MBIAC2CA1C3B
  Mechanical ******************* Policy Holder: ********* (Shamider) *****
  Seller: Valley *******************
  BBB Complaint Case #: 20526508
  
  Dear Customer Relations Representative,
  
  Thank you for your email dated September 21, 2023, notifying us of the additional comments you have received from ******************* (SS).  We have reviewed SSs comments, but we are afraid they do not represent any new information that would permit a change in the Administrators coverage decision with respect to the recent claim, nor do they impact the cancellation and refund of the Mechanical ******************* Policy (****) SS requested thereafter.
  
  As explained in our September 21,2023 reply, the salvage, rebuilt, and/or junk title status of SSs vehicle was the primary, but not the sole reason for the resulting, accurate claim decision.  Separately, we would ask the Bureau to understand that the **** Administrator was not present for, did not a participant in, is unable to speculate about, and remains unaware of the events which may have transpired in connection with any of the 4 vehicle-related transactions to which SS refers.  Nevertheless, the Administrator was still bound by and responsible for abiding by the ***** terms despite its lack of involvement in any of those events, and it promptly did so upon its first notification and realization of the unfortunate obstacles to coverage in this instance.
  
  Moreover, our understanding is that a full refund of the **** purchase has been arranged by SSs Seller and is in process.  Accordingly, we would respectfully suggest SS contact Valley ******************* with regard to the status of that refund, and/or to clarify any remaining misunderstanding(s)about that refund, as well.
  
  Once again, may we express our gratitude for the privilege of having been SSs **** Administrator, even for the brief period during which we held that privilege.
  
  Sincerely,
  
  Claims Department
  Automobile Protection Corporation - APCO

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20526508
  
  but as per i spoke the insurance company they said we are denied your claim because you have salvage ****** vehicle and we are not spouse to issue policy on salvage title vehicle . when i ask bank she said they don't know company can not issue policy to salvage title vehicle and why not .before  they issued  policies  to salvage title before too.  
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/16/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against Easy Care concerning an unresolved issue with my auto loan for a 2021 ***** CX-5, VIN Number *****************, under claim number CL10984604. I believe that the company's refusal to pay the remaining amount of $1,002.70 on my auto loan is unjust and in violation of our agreement that started on 11/30/2021 and is set to expire on 02/29/2028.The claim payment was as follows:My insurance company paid $31,434.41 The dealership refunded $2,579.36 in warranties and Vehicle Service Contract Easy Care originally paid $2,583.65, which did not fully cover the loan, leaving a balance of $1,002.70 However, despite meeting all the required conditions and having paid for the gap, Easy Care has refused to pay the remaining amount, stating that they overpaid. I have made multiple attempts to resolve this matter directly with Easy Care, including speaking with their customer service representatives and sending written correspondence. Unfortunately, all my efforts have been in vain.This situation has left me without a car for half a year, significantly impacting my daily life and causing undue hardship.I have attached proof of payment from all parties involved, as well as a screenshot of the Loan Account's remaining balance, to this letter.I believe that Easy Care's refusal to honor the agreed-upon terms is not only unfair but may also be in violation of state and federal consumer protection laws. Therefore, I kindly request the intervention of the Better Business Bureau to investigate this matter and assist in reaching a fair resolution.Enclosed, please find copies of the relevant documents, including the auto loan contract, correspondence with Easy Care, and any supporting evidence.I sincerely hope that you will take my complaint seriously and act promptly to address this issue. I look forward to hearing from you soon.Thank you for your attention to this matter.Sincerely,******************************** **************

  

  Business Response

  Date: 09/01/2023

  August 30, 2023
  
  BBB
  ***********************************************************************
  
  Posted online through the BBB *************************** System
  
  RE:     Complaint ID:                       20481305
             Borrower:                             *****************************
             *** Enrollment:                  ***37499A9
  
  To Whom It May ********
  
  Automobile Protection Corporation [Hereinafter APCO] is in receipt of your correspondence dated August 17, 2023,in connection with a recent request for a waiver of a loan balance under **************** *** Deficiency Waiver Addendum. We have researched our records regarding this matter and ask that you please accept the information contained herein to response to the concerns expressed in **************** complaint. Your patience in awaiting our reply is very much appreciated.
  
  Please note that the *** Deficiency Waiver Addendum is not an insurance product. The *** Deficiency Waiver Addendum is an agreement between the Customer and the Dealer/Assignee to waive a loan balance in case of an eligible total loss to the covered vehicle. APCO is the administrator of the *** Deficiency Waiver Addendum on behalf of the dealership from which the vehicle was purchased. We ask that **************** please refer the *** Deficiency Waiver under DEFINITIONS:
  
  Waiver Benefit Amount The amount the Financial Institution/Lender/Assignee agrees to waive calculated as the Unpaid Net Balance less the Actual Cash Value At Loss of the Covered Vehicle subject to the Actual Cash Value At Loss not having been reduced by more than $1,000 as a result of the application of the Customer/Borrower/Lessees Primary Carrier deductible. The Waiver Benefit Amount shall not exceed $50,000. Any ************************* deductible amount in excess of $1,000 remains Your responsibility.
  
  Unpaid Net Balance The amount owed to the Financial Institution/Lender/Assignee by a Customer/Borrower/Lessee in accordance with the terms and conditions of the Financing Contract, resulting from early termination of the Financing Contract. This amount may not include any unearned interest; loan or lease charges; late charges; any Delinquent Payments; amounts that are built into or added to the loan or lease balance after the inception date of the Financing Contract; any uncollected service charges; refundable prepaid taxes and fees; or any other proceeds You may duly recover by canceling insurance coverage, service contracts or warranties; disposition fees, termination fees, penalty fees, non-refundable dealer discounts, dealer reserves or other items built into or added to the initial lease or loan/lease balance. If two or more pieces of covered collateral are secured under a Financing Contract, We will not waive more than a proportionate share of the total Unpaid Net Balance that damaged collateral represents to the total loan or lease balance. The Unpaid Net Balance also excludes (a) loans or special finance offers which may waive or delay payment of principal or interest and (b) amounts that are built into or added to the loan or lease balance after the inception date of the Financing Contract.
  
  Finally,please refer to C. EXCLUSIONS:
              This Addendum will not apply a Waiver Benefit Amount for loss or damage:
  
  6.For any amounts deducted from the Primary Carriers settlement due to wear and tear, prior damage, unpaid insurance premiums, salvage, towing and storage and other condition adjustments.
  
  The repayment terms on the Financing Contract provided to our office call for 75 payments of $646.47 monthly, beginning January 14, 2022. At the date of loss of February 28, 2023, there would have been 14 payments due to have been made.Please note that the payment history submitted to our office shows a total of 13 payments actually made prior to the date of loss.
  
  The valuation report submitted to our office shows that the primary insurance deducted $194.00 as a condition adjustment, specified as Tire wear.
  
  An amortization schedule was used to determine where the loan balance should have been on the date of loss, had all payments been made in accordance with the financing contract repayment schedule. The amortized Unpaid Net Balance was $36,775.92.This amount, less the primary insurance payment of $31,434.41, the condition adjustment of $194.00, and cancelable item refunds of $1,574.82 estimated for a vehicle service contract, $664.84 for a tire and wheel contract, $135.68 for a key contract and $188.52 for an ETCH contract resulted in an amount of $2,583.65 eligible for waiver.
  
  Please note that the vehicle service contract refund that was actually issued by the dealer was a higher amount than the estimated refund used in the claim calculation.The actual refund amount submitted to our office after the initial claim calculation was $1,770.59, meaning that *********************** Benefit Amount was actually greater than the amount that it should have been.
  
  Any remaining loan balance remaining is a result of the delinquent payment,additional interest due to the delay in payment, and the condition adjustment deducted by the primary insurance. As these amounts are not eligible to be waived under the *** Deficiency Waiver Addendum, we must respectfully submit that the Waiver Benefit amount determined is correct.
  
  The claim determination is based on the information provided to APCO for our claim file. However, if there exists additional information which might affect the disposition of the claim, we would be happy to reopen the file for additional consideration upon receipt.
  
  We trust this information address the additional concerns expressed in Mr. ********************* Should you or **************** require any additional clarification or have any other concerns, please contact me directly to discuss.
  
  
  Sincerely,
  
  
  ******************************
  *** Claims Analyst
  Automobile Protection Corporation

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a vehicle and added the EZcare extended warranty. Price for the warranty was ****. Engine seized within **** miles of purchase and required replacement. ****** refused to pay for replacement due to the engine being covered under factory extended warranty. Additionally, they refused to pay for a rental. I had to go without a vehicle for almost 2 months Luckily, the manufacturer covered the engine replacement. I cancelled my remaining contract since ezcare refused to pay for the engine and since my new engine is under warranty I would no longer need it. Refund amount was to be $652. They sent a check for $247. I was initially going to just accept the fact I got burned for **** for a warranty I was never going to be able to use. Since they decided to only send a check for $247 I want my whole amount refunded. I should never have been sold the warranty because there was never going to be an opportunity for me to use it. An underwriter should have caught this.

  

  Business Response

  Date: 09/14/2023

  September 14, 2023
  
  Complaints Team 3                           
  BBB of Metro Atlanta, ****** & NE *******
  
  Vehicle Service Contract Number: EGTQ190846
  Vehicle Service Contract Holder: ************************
  BBB Complaint Case #: 20473514
  
  Dear Complaints Team 3,
  
  Per your request, we ask that you accept this letter containing important information regarding the complaint submitted by *******************, and the ******************** service contract (***) referenced above.
  
  According to our records, Mr.****** cancellation refund request was received and processed in late June 2023, using the effective date of June 15, 2023, and the odometer reading of Mr.****** ******************** on that date ****** miles as also requested.  Since our office served as the Administrator of Mr. ****** ***, in that capacity it received only an administrative fee corresponding to that function and responsibility; while Mr. ****** selling dealer, **** Chevrolet [hereinafter SC], retained the remainder of the *** purchase price. 
  
  Therefore,as the entity who originally accepted payment for Mr. ****** ***, SC was to apply their portion of the cancellation and pro-rata refund to the corresponding administrative portion our office issued to them, then forward the resulting total to the *** purchaser, or the *** purchasers lienholder, as *** be applicable.  Our customer service representative last reviewed this status with ************* by phone on August 15, 2023.  We would respectfully suggest ************** contact SC and/or his lienholder for confirmation that the correct pro-rata cancellation refund requested and estimated to be $668.95 has been received and/or applied to any outstanding loan balance.  
  
  With regard to Mr. ****** preference for a full, 100% refund of the *** purchase price, we regret that such an option is not available.  To be sure, there is no preferred or desirable time for an automobile breakdown to occur, nor is any party presumed able to predict when such an unfortunate event *** occur in the future.  Nevertheless, the *** was and had been ready, willing, and more than able to address and assist with any eligible request for prior repair authorization that *** have been presented to the Administrator under and in accordance with its provisions, during the entire *** term while active, no matter the frequency or number of such requests up to an including the claim to which ************** refers. 
  
  In this case, however, it is also true that repair of the engine breakdown reported during that claim was described as and fell under *** ********************** coverage as ************** acknowledges rendering it excluded under the *** per section E (1) entitled WHAT IS NOT COVERED.  Indeed, the Administrator made Mr. ****** chosen repair facility aware of that potential coverage published by *** almost immediately after they contacted our office to begin a claim on Mr. ****** behalf.  Beyond that, while we are certainly pleased that the engine in Mr. ****** ******************** has been repaired by *** under their precedent and prevailing ********************** we are obliged to further respectfully point out that the engines internal, lubricated components were not the only ones eligible for repair or replacement coverage under the ***.  Accordingly, and despite the fact that we sympathize with and apologize for any frustration or inconvenience Mr. ***************** have experienced, it was neither known nor could it be foretold that there was never going to be an opportunity for [**************] to use [the ***].
  
  Under these circumstances we believe our office has acted properly and in full compliance with the ***, in every respect; and we are grateful for the privilege of being Mr. ****** *** Administrator while it was active.  If ************** has any additional questions regarding the claim disposition or cancellation refund,he is welcome to contact our office directly by telephone at **************.
  
  Sincerely,
  Claims Department
  Automobile Protection Corporation - APCO
  

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20473514
  
  I am rejecting this response because: I have still only received 247 refund.  Thats not my job to go after my additional refund. Thats between Ezcare and ******************.  I paid upfront **** for warranty and was supposed to get a 658 refund.  Not 247.  
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/19/2023

  September 19, 2023
  
  Customer Relations Representative                          
  BBB of Metro Atlanta, ****** & NE *******
  
  Vehicle Service Contract Number: EGTQ190846
  Vehicle Service Contract Holder: ************************
  BBB Complaint Case #: 20473514
  
  Dear Customer Relations Representative,
  
  Thank you for your email dated September 14, 2023, notifying us of the additional comments you have received from *******************.
  
  As explained in our initial response dated September 14, 2023, **** Chevrolet [hereinafter SC], retained a portion of the vehicle service contract (VSC) purchase price.  Therefore, as the entity who originally accepted payment for Mr. ****** VSC, SC was to apply their portion of the cancellation and pro-rata refund to the corresponding administrative portion our office issued to them, then forward the resulting total to ************** or his lienholder, as may be applicable. 
  
  Nevertheless, to further assist ************** we extended the courtesy and took the liberty of contacting SC to see if they could provide the status of Mr. ****** refund.  We have been informed that SC has been in direct contact with **************, and that the correct refund has been issued.  Beyond that, and respectfully,we may only repeat our suggestion that ************** contact SC and/or his lienholder for further confirmation that the correct pro-rata cancellation refund has been received and/or been applied to any outstanding loan balance.  
  
  Thank you for the opportunity to address and resolve Mr. ****** concerns.  We remain grateful for the privilege of being Mr. ****** VSC Administrator while it was active, and we wish him the very best the future may offer.
  
  Sincerely,
  Claims Department
  Automobile Protection Corporation - APCO
  

• Initial Complaint

  Date:08/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a 2016 **** Explorer that we have had nothing but problems with since we bought. We took it in for the same problem 6 different times. This last time was back in May of 2023. The extended warranty company, Easy Care, has had my vehicle for well over three months now. They told the company where we are getting the vehicle fixed, that they needed the engine tore down, they did that. Then were told that they needed to send the head gasket to a machinst. That took three weeks to the place that they choose. Then they requested pictures of the problems, then was told they need to send inspector out, and then again that they needed pictures yet again. Then waiting on an approval to do the work was delayed. Finally, when getting to the approval process they, are only paying for half of the cost to replace the engine would cost. We are to pay the rest because they won't cover it. Mean while we have been renting a car out of our pocket for the last 7 weeks. And they would not supply us with a rental car until the approval was made. They have help onto this vehicle longer than they should have sat on an approval for this long. They should be responsible for the whole amount of the cost of the repairs and reimburse us the full amount of our cost to rent a car. I believe they are at fault here and we should have had to wait this long to get an approval to just be told that they will not cover the full cost of the repairs.

  

  Business Response

  Date: 09/12/2023

  September 12, 2023
  
  Complaints Team 3               
  BBB of Metro Atlanta, ****** &NE *******
  
  Vehicle Service Contract Number: GVG97FD10E
  Vehicle Service Contract Holder: ***********************************
  BBB Complaint Case #: 20459030
  
  Dear Complaints Team 3,
  
  In accordance with your request, we ask that you accept this letter containing important information regarding the complaint submitted by ***************************, and the vehicle service contract (***)referenced above.
  
  As a preliminary matter, please understand that not all of the reimbursement requests initiated by ********* and ******************** repair facility, ********************* (FFC), during the referenced claim have been declined.  Instead, authorization for repairs covered per the terms and conditions of Ms. ********* *** has been issued in the amount of $3,490.37.  Unfortunately, a portion of the repair authorization requested by FFC was not demonstrated eligible for coverage under the *** based on the following:
  
  1) The ***s foundational prerequisite for coverage is the failure of a covered part specifically identified within the ESSENTIAL COVERAGE level (which includes POWERTRAIN PLUS), solely due to a defect in material or workmanship, and subject to the ***s terms, conditions, limitations, and exclusions.
  2) Diagnosis performed by the professionals at FFC and verified upon independent mechanical inspection, has confirmed a defect in material or workmanship at the engines cylinder head sealing surface in the area of cylinder # 1.
  3) FFC recommended replacement of the entire engine assembly in Ms. ********* vehicle, and the *** Administrator assured FFC that it would be pleased to review and evaluate any additional evidence or demonstration of specifications exceeding the vehicle manufacturers established tolerances due to a defect in material or workmanship to covered parts they might discover with Ms. ********* authorization pursuant to section B of the ***.
  4) However, no evidence, specifications, or demonstration of a defect in material or workmanship beyond that related to the cylinder head was demonstrated by FFC.
  5) Accordingly, the Administrator issued authorization pursuant to the *** terms and to the limit of the ***s liability in an amount representing the cost to replace the engines cylinder head, as referenced above.

  Rental car/substitute transportation benefits at the ***'s maximum of 5 days for a total of $250.00 were also provided in connection with the covered claim.
  
  It is with great sympathy that we receive Mr. ********* comments, his stated dissatisfaction with delays perceived to have been caused by the Administrator, and the length of time which elapsed between the arrival of Ms. ********* vehicle at FFC and the eventual repair procedures undertaken by FFC.  To be sure, there is never a suitable time for a vehicle breakdown of any kind,and we not only fully understand, but deeply regret the frustration and inconvenience ******************** has expressed.
  
  At the same time, we are compelled to respectfully offer a reminder that neither the *** nor its Administrator own, operate, direct, or control any automobile repair facility; and neither presume to speak for or assume the responsibilities of those facilities which are and that do including but not limited to those tasks related timely diagnosis,part procurement, scheduling, repair, or other processes which fall outside of the ***s purview.
  
  We are grateful for the privilege of being Ms. ********* *** Administrator, and we look forward to the opportunity of providing future coverage for eligible repairs submitted in accordance with the ***'s provisions. If ******************** has any additional questions regarding this claim disposition, he is welcome to contact our office directly by telephone at: **************.
  
  Sincerely,
  Claims Department
  GWC Warranty Corporation
  

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased their Totalcare warranty for my vehicle, dealers flyer showed and their website still says all vehicle components covered except for those specifically excluded and theres a list below it mentioning what's not covered and my vehicle issue not listed their (AC line) and they still declined my claim. AC is Checked on their website for covered items for ********** policy. I called them and spoke with manager *****, I tried telling her EasyCare website says totalcare covers AC and on what's not covered list it does not mention lines or hoses what she was telling me on phone and said I didn't do contract with their website. So they just lying to customers to sell policies?I'm attaching their website print out.

  

  Business Response

  Date: 08/15/2023

  August 15, 2023
  
  Complaints Team 3                           
  BBB of Metro Atlanta, ****** & NE *******
  
  Vehicle Service Contract Number: EST1M000QB
  Vehicle Service Contract Holder: *******************
  BBB Complaint Case #: 20332142
  
  Dear Complaints Team 3,
  
  In accordance with your request,we ask that you accept this letter containing important information regarding the complaint submitted by ******************* (****), the recent claim submitted on Gills behalf by *************************** Buick GMC in ***********, **** (********),and the vehicle service contract (***) referenced above.
  
  Unfortunately, under the terms and conditions of the **** the claim was not eligible for coverage due to the following:
  
  1) Gills TOTALCare *** COVERS ALL COMPONENTS AND PARTS IN THE EVENT OF A MECHANICAL BREAKDOWN OR FAILURE, SUBJECT TO TERMS, CONDITIONS AND EXCLUSIONS (SECTION E. WHAT IS NOT COVERED) OF THIS ***.
  2) ******** diagnosed and reported that the poor cooling **** experienced with the vehicles air conditioning system, resulted solely from leaking rear air conditioning line(s) and/or hose(s).
  3) Section E (8) (a) of the *** specifically excludes all hoses and air conditioning lines and hoses; which unfortunately means the only component(s) ******** diagnosed as required to repair Gills vehicle are non-covered parts under the ***.
  4) Section E (4) of the *** specifically excludes Repairs to any non-covered parts.
  
  Please further understand that marketing brochures, flyers, summaries of potential coverage eligibility published online,or subjective interpretations of those marketing summaries do not take the place of and cannot be substituted for an actual *** agreement.  Indeed, the very examples submitted by **** to supplement the complaint plainly alert the reader to: Refer to your contract for coverage details, terms, conditions, and a complete list of covered and excluded parts and components, as well.  Moreover, the *** further admonishes that: NO PERSON HAS THE AUTHORITY TO CHANGE THIS *** OR TO WAIVE ANY OF ITS PROVISIONS.
  
  We are grateful for the privilege of being Gills *** Administrator, and regret that coverage could not be applied in this instance.  Nevertheless,we are also pleased to have been able to issue $3,919.24 in covered repair reimbursements thus far during the ***s active term; and we look forward to providing future coverage for eligible repairs submitted in accordance with the ***s provisions throughout the remainder of its effective term.
  
  According to our records the *** will remain in full force and effect until July 8, ****, or a total vehicle odometer reading of ******* miles, whichever first occurs.
  
  Sincerely,
  Claims Department
  Automobile Protection Corporation - APCO