Complaints
This profile includes complaints for EasyCare's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 152 total complaints in the last 3 years.
- 71 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/08/2023
Type: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.
EASY CARE IS A SCAM!!!In December 2022 My check engine light came and I have a cylinder 2 misfire that is bad enough that the engine needs to be replaced. Luckily though my vehicle has easy care warranty, and its under ******* miles right?! Wrong. Ive been dealing with them since I got the diagnosis on the car. Theyve asked for every single service record and *** provided the information several times. They keep saying that there are gaps between service dates but Ive verified over and over that theres not. Then they ask for a log book with all service dates and mileage. Luckily I keep one and found it after digging around for who knows how long. But, still not good enough. They want receipts from sometime in 2019 for proof of an oil change. How would I have everything from that far back? *** moved several times and Ive been deployed! How does a missed receipt from 2019 cause a blown engine in Dec 2022? How do you not take bank statements as proof of purchase? I know they dont want to pay for the repair and theyll keep giving me the run around till I just give up. I know thats what they want! What a horrible scam of a warranty service. Theyll take your payment but wont pay for anything in return.
Business Response
Date: 03/07/2023
March 7, 2023
Complaints Team 3
BBB of Metro Atlanta, ****** & NE *******
Vehicle Service Contract Number: EST1K00TJG
Vehicle Service Contract Holder: ***********************
BBB Complaint Case #: 19369434
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.
Unfortunately, under the terms and conditions of ****************** ***, the claim was initially determined ineligible for coverage and left in a pending status due to the following:
1) Although diagnosis performed with the Angoves authorization by the professionals ********************* in ***********, ********* (MN), was incomplete; their preliminary findings suggested to them that the cause for the symptoms reported may have been the result of an as yet undetermined level of internal engine damage.
2) Section C of the *** entitled YOUR RESPONSIBILITIES states: To keep this *** valid, YOU must have YOUR VEHICLE serviced as recommended by the VEHICLE manufacturer. If requested, proof of required service including verifiable receipts showing date and mileage of the VEHICLE at the time of service must be presented in order to have repairs begun on YOUR VEHICLE. Service within ***** miles and/or 30 days of the manufacturers recommended interval shall be considered compliance under the terms of this ***YOU may be required to supply the SERVICE AGREEMENT COMPANY with all maintenance records for service performed on the VEHICLE, when the maintenance involved relates to the specific FAILURE...
3) Pages 353, 357, and 359 of the 2018 Jeep Renegade Owners Manual specify an engine oil and filter service interval not to exceed 1 year or ****** miles. *** performance, reliability, serviceability, and longevity of all internal engine components depend on timely compliance with the manufacturers maintenance schedule.
4) ****************** records to support compliance with that manufacture recommended engine oil and filter service requirement have not been forthcoming.
5) Section E (1) (c) of the *** entitled WHAT IS NOT COVERED, stipulates a specific exclusion for the repair of any mechanical breakdown or failure Caused by a lack of maintenance
6) Section E (12) of the *** entitled WHAT IS NOT COVERED, stipulates a specific exclusion for Any costs if verifiable receipts as required in section C. YOUR RESPONSIBILITIES are not furnished on request.
Upon receipt of your email notification,we resumed contact with MN to see if they may have obtained additional,verifiable service records from ****************, that could allow the claim evaluation to continue; and to mention an alternate path of possible assistance to the Angoves under Jeeps recently issued XB1 engine warranty extension. Of course, as MNs diagnosis was not complete, neither we nor they could pre-determine the extent of any potential defects in material or workmanship, what might be required to correct the undetermined failures or damage, or whether any assistance from Jeep would be possible under their warranty extension. Alas, we were informed by MN that **************** had picked up his vehicle with the intent to trade it in; and when we subsequently reached out to **************** for the same purpose, he advised that he no longer owned the vehicle.
With that, we may only express our gratitude for the privilege of being the Angoves *** Administrator, and add our heartfelt regret that coverage could not be applied in this instance. If **************** has any additional questions regarding this claim disposition, he is welcome to contact our office directly by telephone at **************.
Sincerely,
Claims Department
Automobile Protection Corporation - APCOInitial Complaint
Date:02/01/2023
Type: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 an Easycare contract while purchasing my 2018 kia **** in March of 2019. I have put less than ****** miles on it since purchasing it and have had oil changes well within the manufacturers recommendations. On January 13 2023 my vehicle began making a loud knocking sound while driving out of town. No check engine light or warning lights came on until I was pulling off of the highway to see what the noise was. After having my vehicle towed to a mechanic they determined it needs a new engine due to metal shaving in the oil pan. After almost 2 weeks of going back and forth with Easycare and providing the requested maintenance invoices they told the shop where my vehicle is that my contract was EXPIRED. My contract states that I have to total care coverage ( the highest amount of coverage according to a representative I spoke to) and that my contract expires on 3/5/2025 or at ******* miles. My vehicle currently has ******, ****** of which were already on the vehicle when I purchased it.Business Response
Date: 02/28/2023
February 28, 2023
Complaints Team 3
BBB of Metro Atlanta, ****** & NE *******
Vehicle Service Contract Number: EGTE6C306B
Vehicle Service Contract Holder: *****************************
BBB Complaint Case #: 18962768
Dear Complaints Team 3,
In accordance with your request,we ask that you accept this letter containing important information regarding the complaint submitted to your office by *****************************, the request for prior repair authorization submitted on behalf of **************** by **************** in *****, ************ (MTP), and the vehicle service contract (***) referenced above.
As a preliminary matter, please understand that the *** is neither an insurance policy nor is it a warranty,and it does not promise unconditional assistance with the repair of everything that could possibly go wrong with Ms. ******* vehicle. Rather, the *** is a simple commercial contract between its Issuing Provider and the *** purchaser, in this case *****************************, under which the Issuing Provider agrees to repair,replace or reimburse [****************] for the reasonable cost to repair or replace any of the parts covered, if required due to a MECHANICAL BREAKDOWN or FAILURE. A MECHANICAL BREAKDOWN or FAILURE is defined in the *** as, the inability of any covered part(s) to perform the function(s) for which it was designed due to defects in material or workmanship of that covered part. This coverage is in effect for a specified period of time and vehicle mileage, and is subject to certain stated terms and conditions,limitations, and exclusions.
Among the ***s stipulated terms and conditions, are included those found in section C and D, which outline Ms.******* responsibilities and the ***s stipulated claim procedures, including but not limited to:
To keep this *** valid, YOU must have YOUR VEHICLE serviced as recommended by the VEHICLE manufacturer. If requested, proof of required service including verifiable receipts showing date and mileage of the VEHICLE at the time of service must be presented in order to have repairs begun on YOUR VEHICLE. Service within ***** miles and/or 30 days of the manufacturers recommended interval shall be considered compliance under the terms of this ***.
YOU must give YOUR authorization to the repair facility for teardown to diagnose a problem.
Upon OUR request, YOU must allow the ADMINISTRATOR to inspect YOUR VEHICLE to gather necessary information regarding any claim.
May we further clarify that Ms. ******* claim has not been denied, although despite our best effort we are unable to locate any indication that **************** was informed by our office that her *** is or was expired. Could that misunderstanding have perhaps been the result of the Administrator attempting to verify whether one of KIAs known engine warranty programs or extensions which would take precedence over the *** but about which it would be generally understood that an independent facility such as MTP would not have direct knowledge was either still in effect, applicable, or expired? In any event, we are unfortunately unable to speculate regarding its origin, but we apologize for any inadvertent miscommunication that *** have occurred, whatever its unintended source.
As far as the claim itself is concerned, following Ms. ******* provision of whatever verifiable engine oil and filter maintenance receipts she was able to supply, the Administrator has since been awaiting completion of MTPs diagnosis, with Ms. ******* authorization and in accordance with her responsibilities under the ***; so that it could independently verify that diagnosis and confirm the ***s prerequisite defect(s) in material or workmanship to covered parts, with the understanding that if the *** is unable to assist, all costs would be her responsibility.
We understand that both the diagnosis and remaining claim procedures are underway; and as the *** Administrator we remain ready, willing, and able to fulfill our responsibilities pursuant to the same terms, conditions, limitations, and exclusions by and under which it and **************** are both bound.
If **************** has any other related questions or concerns regarding the claims status, she is welcome to contact our office directly by telephone at **************.
Sincerely,
Claims Department
Automobile Protection Corporation - APCOInitial Complaint
Date:01/30/2023
Type: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.
They will always find a loophole to not pay out. For instance, time vs. mileage for oil changes, if you didn't drive during the pandemic they'll deny the claim because the time duration comes first, not the mileage.Business Response
Date: 02/28/2023
February 28, 2023
Complaints Team 3
BBB of Metro Atlanta, ****** & NE *******
Vehicle Service Contract Number: EGT1K07HJ7
Vehicle Service Contract Holder: ***********************
BBB Complaint Case #: 18952151
Dear Complaints Team 3,
In accordance with your request,we ask that you accept this letter containing important information regarding the complaint submitted by *************************, in connection with a recent claim submitted on Mr. ******* behalf by Legacy **** (LF), and the vehicle service contract (***) referenced above.
Unfortunately, under the terms and conditions of Mr. ******* ***, the claim was initially determined to have been ineligible for coverage, and was left pending, due to the following:
1) Visual and audible diagnosis performed with Mr. ******* approval by the professionals at LF, caused them to believe that the engine noise **************** reported to them was the result of wear, failure, and/or premature mechanical breakdown of the camshaft phaser assemblies.
2) Pages ******* of the 2017 **** F-150 Owners Manual specify an engine oil and filter service requirement at intervals not to exceed 1 year or ****** miles.
3) The performance, serviceability, reliability, and longevity of all internal engine components, including but not limited to the cam phasers suspected by LF in this instance, rely on timely compliance with the manufacturers maintenance schedule.
4) Section C of the *** entitled YOUR RESPONSIBILITIES states: To keep this *** valid, YOU must have YOUR VEHICLE serviced as recommended by the VEHICLE manufacturer. If requested, proof of required service including verifiable receipts showing date and mileage of the VEHICLE at the time of service must be presented in order to have repairs begun on YOUR VEHICLE. Service within ***** miles and/or 30 days of the manufacturers recommended interval shall be considered compliance under the terms of this ***YOU may be required to supply the ADMINISTRATOR with all maintenance records for service performed on the VEHICLE, when the maintenance involved relates to the specific FAILURE...
5) ****************** records indicating compliance with ****s recommended engine oil and filter maintenance schedule were not forthcoming and could not be provided by *****************
6) Section E (1) of the *** entitled WHAT IS NOT COVERED, stipulates a specific exclusion for the repair of any MECHANICAL BREAKDOWN or FAILURE Caused by a lack of maintenance
7) Section E (12) of the *** entitled WHAT IS NOT COVERED, stipulates a specific exclusion for Any costs if verifiable receipts as required in section C. YOUR RESPONSIBILITIES are not furnished on request.
Upon receipt of your email notifying us of Mr. ******* complaint, although there was no obligation to do so, and in an attempt to overcome his non-compliance with ****s and the ***s engine oil and filter maintenance requirements; the Administrator offered LF the option to obtain Mr. ******* authorization to record the engine noise symptoms, then perform the minimum level of diagnosis and/or teardown to expose the engines internal condition. This proposal was made with the understanding that if the engines internal components were clean, sludge/varnish-free, with no indication of a lack of lubrication, maintenance or of a condition otherwise excluded by the ***, and if eligible defects in material or workmanship to covered components were demonstrated; the Administrator would resume the claim evaluation. Of course, this conditional approach was predicated upon the understanding that if the *** could not assist, **************** would be responsible for all costs.
Thankfully, that alternate approach has allowed the Administrator to continue its evaluation in accordance with the *** terms, and authorization for the requested repairs was issued to LF pursuant to the ***s limit of liability in the net amount of $2,052.65, after the $100.00 per-visit deductible.
Parenthetically, may we clarify that although the Administrator was pleased to utilize this alternate approach,it did not and does not represent a waiver of any of the ***s terms, and it should not be misconstrued as a repudiation of the ***s requirement that *************** service his vehicle as its manufacturer recommends, or be prepared to supply the ADMINISTRATOR with all maintenance records for service performed on the VEHICLE, when the maintenance involved relates to the specific FAILURE...throughout the *** term.
Under these circumstances, we believe the Administrator has acted properly and in full compliance with the ***, in every respect. We are grateful for the privilege of being Mr. ******* *** Administrator, we are pleased to have been able to provide coverage in this instance, and our understanding is that the concerns expressed in his complaint have been resolved.
If **************** has any additional questions regarding this claim disposition, he is welcome to contact our office directly by telephone at *************.
Sincerely,
Claims Department
Automobile Protection Corporation - APCOInitial Complaint
Date:01/20/2023
Type: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.
My car was stolen in November, recovered in December and Ive been dealing with this company since before Christmas! Its now January 20, 2023 and I still have so many questions. Ive been dealing with an associate named **** and he spoke to me like a 2 year old and had the nerve to tell me to stop calling and they will call me if need be. I dont appreciate being belittled Im the customer and Ive been more than patient! I was told to call today and Id have a status on my claim and now Im being told I wont know anything until next week! This is unacceptable!!! The remaining balance from my total loss is $9,049 and theyre only wanted to pay a little over $7,000. Why am I responsible for $2,000 when my car was STOLEN and considered a total loss Im not understanding? I will NEVER do business with this company again this has caused so much stress and heartache at this point.Business Response
Date: 01/26/2023
January 25,2023
BBB of Metro Atlanta, ******, & NE *******
235 ***************
Suite 900
*******, ** 30303
Posted using BBB Online Complaint System
Re: Borrower: Ziah ******
*** Enrollment: ***D6A94B9
Automobile Protection Corporation [Hereinafter APCO] is in receipt of your correspondence dated January 20, 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 your correspondence. Your patience in awaiting our reply is very much appreciated.
Our office received the initial notification of a loss to ****************** vehicle via telephone conversation with **************** on December 27, 2022, at which time we emailed a list of the required documents to ********************* The correct required documents were received by APCO on January 6th, 10th,and 11th at which time the file was completed and placed in line to be reviewed by an adjuster. This review and final approval were completed on January 23, 2023.
The approved amount for the *** Waiver Benefit is $7,598.85. This is broken down as the Payment History balance on the Date of Loss of $32,842.82 less the Insurance Settlement amount of $23,564.17, less the estimated Vehicle Service Contract Refund of $1,679.80 leaving $7,598.85 as the amount eligible to be waived.
APCO appreciates ****************** concerns in regard to her **************** experience and will be certain to use these concerns as training material and a coaching opportunity.
We trust the information contained herein addresses the concerns expressed in ****************** complaint. Should either you or **************** have additional concerns, please contact me directly so that review of such may be expedited.
Sincerely,
******************************
*** Claims Analyst
Automobile Protection CorporationInitial Complaint
Date:01/15/2023
Type: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.
August 30 2020 ************ sold me a car. They fraudulently added a service contract warranty charge to my sales agreement for **** which I declined. No initials from me on the boxes checked. Easy care accepted a fraudulent application and paid ****.00 I want a full refund from easy care for fraud and scamming me. I can't get in touch with them I just realized this charge December 2022 from lemon law attorney for this vehicleBusiness Response
Date: 02/13/2023
February 13, 2023
Torothy Shumate
BBB of Metro Atlanta, ****** & NE *******
Vehicle Service Contract Number: ESW5E73731
Vehicle Service Contract Holder: *****************
BBB Complaint Case #: 18817953
Dear ******************,
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, may we express our appreciation for the time ************ has taken to share her concerns. The feedback provided by our valued contract holders is indispensable to our ongoing commitment of maintaining satisfaction with the services we provide; and we trust the following clarifications and/or corrections will help explain and address the concerns expressed, both for ************ and all of the Bureaus interested readers.
First, please understand that as the *** Administrator our office is not present for or a participant in a customers vehicle or *** purchase, and it receives only a digital/electronic transfer of the information referenced in the CUSTOMER INFORMATION or other applicable data fields on the VEHICLE SERVICE CONTRACT/APPLICATION, from a contract holders SELLING DEALER at the time of their purchase.
The document attached to ************** complaint, named MyEasyCare_ESW5E73731.pdf, is not a direct/duplicate copy or image of the original signed, dated, and/or otherwise completed VEHICLE SERVICE CONTRACT/APPLICATION, of course. Instead, it is a virtual copy of the *** made available on the EasyCare website for the benefit of our contract holders, should they wish to keep a specimen *** for their records, for future reference or saving in that digital form, or for other purposes. One plain example demonstrating that state and condition (other than the obvious absence of initials or handwritten markings, etc.) is that the DATE field entry defaults to the date on which it is requested/accessed and thereafter saved/downloaded from the website, in this case: 12/20/22.
In any event, upon receipt of your email notification, we contacted ************** SELLING DEALER to see if they could provide images of the document(s) which were reviewed and executed at the time of ************** purchase. We are pleased to report that the dealer has been able to do so, and we have attached those documents here for your review. Kindly note that each indicate ************** informed acknowledgement, acceptance,and purchase of her vehicle and ***, under the terms specified therein, on August 31, 2020.
If ************ has documentation she believes conflicts with the attached RETAIL PURCHASE AGREEMENT and/or VEHICLE SERVICE CONTRACT/APPLICATION, we respectfully suggest she contact the SELLING DEALER and seek reconciliation. Alternately, if ************ wishes to cancel her *** and obtain a pro-rata refund for an unused/unexpired remaining portion of its term, we would direct her to section M of the *** entitled: CANCELLATION.
We are grateful for the privilege of being ************** *** Administrator. If ************ has any additional questions regarding the ***, she is welcome to contact our office directly by telephone at **************.
Sincerely,
Claims Department
Automobile Protection Corporation - APCOInitial Complaint
Date:01/10/2023
Type: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 were in a car accident July 14, 2022 and the vehicle was totaled. We called to cancel our Easycare policies and were told the cancelation was back dated to the 14th and our refunds would take 5-7 weeks. (This was in July). We still have no money, the representative from the sister dealership handling the cancelation has yet to contact us. We have called and emailed so many times and cannot get our money back.Business Response
Date: 02/08/2023
February 8, 2023
Torothy Shumate
BBB of Metro Atlanta, ****** & NE *******
Vehicle Service Contract Number: ESTE6C970E
GAP Deficiency Waiver Addendum (GAP)Number: GAP749092D
Vehicle Service Contract/GAP Purchaser/Customer:*************************
******************** Complaint Case #: 18713682
Dear ******************,
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 (***)and GAP, referenced above.
Upon receipt of the Bureaus notification and the images ************ provided with her filed complaint, we consulted with our ************************ and they, in turn, contacted Ms. ***** selling dealer with a request to research their issuance of Ms. ***** refunds. Of course, we sincerely apologize for any frustration or inordinate delay ************ may have experienced while awaiting receipt of those refunds.
Nevertheless, we are pleased to report that Ms. ***** selling dealer promptly advised that while they were researching the circumstances of whatever administrative process may have delayed its original delivery, they had issued check # ***** made payable to ************ in the amount of $2,613.44, representing the net pro-rata refund of both the *** and GAP products, as ************ had requested. Our understanding is that the refund check was then sent via U.S. Mail to Ms. ***** address; and that she should shortly receive that check if she has not already.
With that, we believe Ms. ***** concerns have been resolved. We are grateful for the privilege of having been Ms. ***** *** and GAP Administrator, and we wish for her the best the future has to offer.
Sincerely,
Claims Department
Automobile Protection Corporation - APCOInitial Complaint
Date:11/29/2022
Type: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.
Motor blew in my vehicle in September the company is refusing anything that was sent to them for my warranty. Will not pay a single ***** for anything. Ive called multiple times on my claim and get told different things each time.Business Response
Date: 12/28/2022
December 28, 2022
Torothy Shumate
BBB of Metro Atlanta, ****** & NE *******
Vehicle Service Contract Number: EGT85DD970
Vehicle Service Contract Holder: ***************************
BBB Complaint Case #: 18476713
Dear ******************,
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.
Please first understand that the reimbursement requests initiated by Ms. ******* repair facility during the claim to which she refers, have not been declined. Instead, authorization for engine repairs covered per the terms and conditions of the *** has been issued in the amount of $4,350.04, after the ***s $100.00 per-visit deductible.
Although we are unable to identify or corroborate examples of getting told different things each time,the engine claim to which **************** refers was initially delayed because she was unable to provide verifiable proofs of engine oil and filter maintenance as performed in accordance with her vehicle manufacturers published schedule for such maintenance, as stipulated in section C of the *** captioned YOUR RESPONSIBILITIES, and as subject to section E (12) of the *** captioned WHAT IS NOT COVERED which specifically disclaims Any costs if verifiable receipts as required in section C. YOUR RESPONSIBILITIES are not furnished on request.
In an attempt to overcome this non-compliance,and although there was no obligation to do so, the Administrator offered *************** the option of directing her chosen repair facility to perform the minimum level of diagnosis and/or teardown to expose the engines internal condition,and to determine the cause of the symptoms they reported. The Administrator proposed this alternate path with the understanding that if the engines internal components were clean,sludge/varnish-free, with no indication of a lack of lubrication, maintenance,or a condition otherwise excluded by the ***, and if eligible defects in material or workmanship to covered components were demonstrated by her chosen repair facility; the Administrator would resume the claim evaluation on the condition that if the *** could not assist, she would be responsible for all costs.
**************** then chose to have her vehicle transported to the service department of her Selling Dealer, No. 1 ******* in **********, ************, where her authorized diagnosis as outlined above, was performed. Thankfully, the result of that diagnosis and the condition of the engines internal components was sufficient to justify coverage in accordance with the *** terms, as also outlined above.
Under these circumstances, we believe the Administrator has acted properly and in full compliance with the ***,in every respect. We are grateful for the privilege of being Ms. ******* *** Administrator, we are pleased to have been able to provide coverage in this instance, and our understanding is that Ms. ******* complaint has been resolved.
If **************** has any additional questions regarding this claim disposition, she is welcome to contact our office directly by telephone at **************.
Sincerely,
Claims Department
Automobile Protection Corporation - APCOCustomer Answer
Date: 12/28/2022
Thank you for getting back to me, but unfortunately up until I made this claim they were willing to do anything for my vehicle which I was actually told my a women who was very rude to me on the phone that nothing would be done simply because I could not provide the proper information of my oil changes. I had to continue to call the warranty company to get any updates as they did not reach out to me ever they reached out to the dealership or the shop in which my car was located at. There are many reviews on this easy care company that are all very bad. I hope someone takes action in this issue.Initial Complaint
Date:11/14/2022
Type:Status:ResolvedMore 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 a 2017 ************* 20D SUV October 7, 2021. I've had two oil changes since, no problems with the car until October 17, 2022. My engine went out at 90, 000 miles. I got it towed to the dealership for diagnostic. They required a teardown of the engine, Easy Care Warranty didn't cover this. They also made me pay a portion of the tow, I thought that was included. After paying for teardown, dealership told me the Turbo Charger seal failed and leaked oil into Catalytic Converter, Intake, and Exhaust, Intercooler, and needs a replacement battery. My bill came up to $10,631.83. Easy Care didn't help with anything, these are literally engine problems that should be covered. I regret buying this car, now I'm in debt with a car that doesn't work. I wasn't at fault in this situation, they basically sold me a lemon and warranty doesn't care. I literally give them money every month for no reason. I'm stuck with a car note, insurance, and a vehicle that doesn't work, no rental or anything. I'm in a limbo, this company is a scam and should be shut down immediately, You are not getting another dime from me. Attached is a copy of my coverage, I clearly see (Intake and Exhaust Manifold; seals and gaskets; all lubricated engine parts) I want you to fix my car, that's what I'm paying you for.Business Response
Date: 11/16/2022
November 16, 2022
Torothy Shumate
BBB of Metro Atlanta, ****** & NE *******
Vehicle Service Contract Number: 00V7046395
Vehicle Service Contract Holder: *************************
BBB Complaint Case #: 18401089
Dear *****************************,
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 while the coverage available under Ms. ******* *** is extensive,it is neither an insurance policy nor is it an unlimited warranty, and it does not promise to assist with the repair of everything that could possibly go wrong with her ********************* cure all symptoms, diagnose the ********************* or keep the vehicle in an arbitrarily determined satisfactory operational condition.Instead, the *** is a simple service contract agreement between its Issuing Provider and the *** purchaser, under which the Issuing Provider has agreed to repair, replace or reimburse [****************] for the reasonable cost to repair or replace any of the parts covered, if required due to an OPERATIONAL FAILURE. The *** defines an OPERATIONAL FAILURE as the inability of any covered part(s) to perform the function(s) for which it was designed due to defects in material or workmanship. This coverage is in effect for a specific period of time and vehicle mileage and as **************** depicted in the *** page she included with her complaint, only the specific vehicle components identified under the heading ****) (2) COVERAGE LEVELS and within items a-e of the POWERTRAIN COVERAGEshe chose for her ***, are eligible for repair or replacement in the event of an OPERATIONAL FAILURE subject of course, to the ***s stated terms and conditions, limitations, and exclusions. Correspondingly, any component which is not specifically listed within component groups a-e, is a non-covered part.
Unfortunately, under the terms and conditions of the ***, the recently reported claim to which **************** refers was not eligible for coverage due to the following:
1) As noted above, the *** extends coverage only to the repair or replacement of the specific components and parts listed within items a-e of the POWERTRAIN COVERAGE chosen, in the event one of those specific covered parts suffers an OPERATIONAL FAILURE solely due to defects in material or workmanship, and subject to the ***s terms, conditions, limitations, and exclusions.
2) Rather than a defect in material or workmanship of a covered part, diagnosis performed with Ms. ******* authorization by the professionals at **** European in ************, ********** (CE), concluded that the cause for the symptoms she reported to them was that a turbocharger seal had failed, leading to oil contamination of the engines exhaust and intake system(s).
3) The causal part diagnosed and identified by CE the turbocharger is not specifically listed within items a-e of the ***s POWERTRAIN COVERAGE.
Regrettably therefore, the turbocharger is a non-covered part; and neither it nor any of its **************(s), gasket(s), or other elements are eligible for repair coverage under the ***.
4) Section VI (D) of the *** captioned WHAT IS NOT COVERED specifically excludes Repairs to any non-covered parts.
5) Section VI (A) (16) of the *** captioned WHAT IS NOT COVERED specifically excludes the repair Of a covered part damaged by a non-covered part;
6) Section III of the *** captioned YOUR RESPONSIBILITIES stipulates YOU (the *** purchaser) must give YOUR authorization to the repair facility for teardown to diagnose a problem.
7) Section VI (E) of the *** captioned WHAT IS NOT COVERED specifically excludes The cost of teardown, disassembly or assembly if coverage cannot be applied.
8) Section VI (I) (2) of the *** captioned WHAT IS NOT COVERED specifically excludes batteries
Upon receipt of your notification,our office placed a courtesy call to CE to inquire as to the status of Ms.******* ********************* and/or to see whether they may have any new, additional, or supplementary information to provide following further diagnosis they may have chosen to perform with Ms. ******* authorization, pursuant to section III of the *** captioned YOUR RESPONSIBILITIES. We were informed by CE that they had no new or additional information, and that they were certain the turbocharger was the sole cause of the symptoms *************** reported to them; but that the unrepaired vehicle had also been removed by **************** and was no longer at their facility.
Under these circumstances, we believe the Administrator has acted properly and in full compliance with the ***. Obviously, we very much sympathize with the frustration **************** has expressed; and we truly regret that the *** has been unable to apply coverage for the repair of the non-covered turbocharger diagnosed by EC, or the sub-damage and contamination the failure of that non-covered part may have subsequently led to which the *** also specifically excludes. Please understand that while we will always do whatever is possible and permitted under the *** to achieve the repair coverage our customers expect and deserve; we are obligated to abide by the terms and conditions of all the ***s we administer. In doing so, we are unable to invent scenarios or diagnoses that do not exist, nor may we waive the ***s terms in pursuit of that which it explicitly disclaims, of course.
We are grateful for the privilege of being Ms. ******* *** Administrator and would be happy to re-evaluate any new or additional information EC or another reputable licensed repair facility of her choosing may be able to provide; notwithstanding ECs repeated confirmation of their diagnosis of a non-covered part, and our current understanding that a different or contradictory diagnosis does not exist. Beyond that our records indicate the *** will remain in effect until October 7, 2023, or a total vehicle odometer reading of ****** miles, whichever first occurs, and we look forward to the opportunity of providing future coverage for eligible claims submitted in accordance with the ***s provisions, during the remainder of its effective term.
If **************** has any additional questions regarding this claim disposition, she may contact our office directly by telephone at **************.
Sincerely,
Claims Department
Automobile Protection Corporation - APCOCustomer Answer
Date: 11/16/2022
Why would I leave it in the shop, I don't have money for that, that's why I pay you guys for nothing. Useless like I said
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:11/03/2022
Type: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.
They unlawfully and contrary to their contract languages denied my claim for repair of a warranty covered part. It would seem they are in the business of only trying to deny claims. My claim number is CL ********. I provided invoices for all required services and receipt for an aftermarket air filter take. The service rep at the dealership provided a statement that the aftermarket air intake had nothing to do with my warranty claim.Business Response
Date: 11/17/2022
November 17, 2022
Torothy Shumate
BBB of Metro Atlanta, ****** & NE *******
Limited Warranty Contract Number:PWR1Y009E6
Limited Warranty Contract Holder:*************************
BBB Complaint Case #: 18353900
Dear *****************************,
In accordance with your request,we ask that you accept this letter in response to the complaint submitted by *************************, and the POWERCARE Limited Warranty Contract (****) provided at no cost to ************** by his Issuing Dealer, ***********************, **** (BF), referenced above.
As a preliminary matter, please first understand that our office was appointed by BF to perform the sole function of administering the **** and any claim(s) which may be submitted pursuant to its terms. In that capacity, our office is not responsible to fulfill any obligation to repair or replace components or provide benefits of any kind. In addition, NO PERSON HAS THE AUTHORITY TO CHANGE THIS LIMITED WARRANTY OR TO WAIVE ANY OF ITS PROVISIONS.
Unfortunately, according to all available information, documentation, and the terms, conditions, limitations,and exclusions of the ****, the recent claim to which ************** refers has been determined ineligible for coverage due to the following:
1) To qualify for repair or replacement under the ****, proof of timely performance of all scheduled maintenance as recommended by **************** vehicle manufacturer, and/or as may otherwise be specified in Section B of the ****, entitled YOUR RESPONSIBILTIES, must be kept by him and furnished to the Administrator upon request.
2) A diligent review of the documentation submitted by or on behalf of ************** to support performance of the manufacturer recommended and/or **** required maintenance, reveals omissions and/or excesses beyond the ****-established 30-day and/or 1,500-mile grace ****** for such maintenance.
3) Among those services missing or late include engine oil and filter changes due every six months or ***** miles, engine air filter replacements due at each ******-mile interval during Mr. ****** ownership, etc.
4) Section D (9) of the **** captioned WHAT IS NOT COVERED, specifically excludes Any costs if verifiable receipts as required in section B. YOUR RESPONSIBILTIES are not furnished on request.
With respect to **************** contention that he provided invoices for all required services and receipt for an aftermarket air filter intake and/or that *********** rep at the dealership provided a statement that the aftermarket air intake had nothing to do with my warranty claim, we ask the Bureau and its interested readers to consider the following as well:
5) Coverage eligibility under the **** is not determined by opinions regarding whether a particular example of non-compliance with section B of the **** caused, influenced, was related to, had, or did not have a direct effect on the component(s) diagnosed as having suffered a MECHANICAL BREAKDOWN or FAILURE.
6) Rather, as noted above, the **** is a simple agreement which conditions ANY of its coverage upon timely, 100% compliance with ALL the scheduled maintenance as recommended by **************** vehicle manufacturer, and/or as may otherwise be specified in Section B of the ****, entitled YOUR RESPONSIBILTIES.
7) The **** explicitly stipulates that ************** must provide proof that all recommended services have been completedincluding verifiable receipts showing date and mileage of the VEHICLE at the time of such service.
8) Although there is also NO intent and there has been NO attempt on the part of the Administrator to prevent ANY **** holder from performing the scheduled maintenance upon which the PLWCs coverage eligibility depends, on their own vehicle, themselves; the PLWCs requirement for verifiable receipts which document and validate that service cannot be waived, dismissed, ignored, imagined into non-existence, or be replaced with verbal statements or a self-authored log that cannot be corroborated via corresponding receipts itemizing the purchase of materials matching the log.
9) For example, the Administrator received a self-authored invoice from **************, accompanied by one receipt from OReillys Auto Parts, ostensibly designed to address and overcome a gap of approximately 226 days and nearly ****** miles between other, verifiable examples of engine oil and filter maintenance already received, and which transpired during **************** vehicle ownership.
10) However, while the date and odometer reading indicated on that invoice (or what was effectively a log entry) seemed plausible; the accompanying receipt indicated the purchase of two oil filters (only one of which was listed as correct for **************** vehicle), and two 5-quart containers of engine oil (the engine in **************** vehicle has a 6.0-quart capacity when performed with an oil filter change), approximately 8 months AFTER the purported service.
11) With respect to the aftermarket air filter to which ************** refers, the Administrator also does NOT assume the position that he is prohibited from installing such a filter on his vehicle but neither does such a choice eliminate his responsibility to service and/or replace the filtration element as his vehicle manufacturer (or the aftermarket filter manufacturer) specifies.
12) Indeed, the manufacturer of the S&B cold air intake kit which ************** advises he purchased for his vehicle (and presumably installed) on/about March 18, 2019 (at an approximate odometer reading of ****** +/- miles), plainly instruct with respect to the optional dry or cleanable oil filter elements one may choose for their kit(s):
Both filters offer similar performance characteristics, so the decision comes down to would you prefer to throw away the filter or clean it.13) In other words, the aftermarket S&B cold air intake kit is most certainly not a set it and forget it installation, requiring no future maintenance and no element replacement or cleaning.
14) Moreover, given the obvious design and purpose of any internal combustion engines air filter, and its primary function to trap debris and contaminants, the air filter elements ******ic replacement (or cleaning, if the filter is of the re-usable variety, in the professional method, utilizing the specific cleaning agents and oil S&B offers for that purpose), is imperative.
15) In fact, S&B specifies that their filter elements should be serviced (replaced or cleaned) at least every ****** miles, a schedule even more stringent than Fords requirement that the engine air filter be replaced every ****** miles.
16) Given that the reported odometer reading of **************** vehicle at the time of the recent claim submission was ****** miles, approximately ****** miles would appear to have elapsed since the gentleman chose to replace his factory air filter with the aftermarket version contained in the S&B cold air intake kit.
17) Accordingly, and even granting the benefit of any doubt in **************** favor by assuming Fords maintenance specification vs. that of S&B; verifiable, historical documentation of at least two such air filter element replacements, or two specific performances of the procedure outlined in this S&B instruction video https://youtu.be/7z-Hlsb32O4 , leaving no gap between any or all of them in excess of ****** miles, supported and/or accompanied by their concurrent, verifiable receipts reflecting purchase of the S&B Cleaning & Oil Kit products, would also be necessary in order for the Administrator to consider resumption of the claims evaluation.
Regrettably, unless verifiable receipts documenting compliance with section B of the **** are forthcoming,examples of non-compliance such as those noted above would invalidate the ****,and consequently, any reimbursement for current or future repair(s) under its terms. Once again, we would like to make it abundantly clear that the claim has NOT been denied on the basis of ************* having chosen to install an aftermarket air filter.
We are grateful for the privilege of being **************** **** Administrator, and regret that coverage could not be applied in this instance. Should ************** have any additional questions regarding this claim disposition, he is welcome to contact our office directly by telephone at: **************.
Sincerely,
Claims Department
**** AdministratorInitial Complaint
Date:10/27/2022
Type: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 warranty for my car with this company. My car needed a motor. I submitted all my maintenance receipts. They are still not honoring the warranty. They say that the maintenance schedules don't add up to the guidelines of the manufacturer. I have a report from **** (the manufacturer) about a common problem they are seeing with this model of car (2018 **** Echo Sport). the total of my car is about $6900; **** is willing to pay $4000 for the repair.Business Response
Date: 11/17/2022
November 17, 2022
***************************;
BBB of Metro Atlanta, ****** & NE *******
Limited Warranty Contract Number:PWR1FAC46E
Limited Warranty Contract Holder:******************************
BBB Complaint Case #: 18324591
Dear ******************,
In accordance with your request,we ask that you accept this letter in response to the complaint submitted by ***************************, and the POWERCARE Limited Warranty Contract (****) provided at no cost to ****************** by her Issuing Dealer, ***********************, **** (BF),referenced above.
As a preliminary matter, please understand that our office was appointed by BF to perform the sole function of administering the **** and any claim(s) which may be submitted pursuant to its terms. In that capacity, our office has not provided a warranty for (******************) car, and it is not responsible to fulfill any obligation to repair or replace components or provide benefits of any kind. In addition, NO PERSON HAS THE AUTHORITY TO CHANGE THIS LIMITED WARRANTY OR TO WAIVE ANY OF ITS PROVISIONS.
Unfortunately, according to all available information, documentation, and the terms, conditions, limitations,and exclusions of the ****, the recent claim to which ****************** refers has been determined ineligible for coverage due to the following:
1) To qualify for repairs or replacement under the ****, proof of timely performance of all scheduled maintenance as recommended by ****************** vehicle manufacturer, and/or as may otherwise be specified in Section B of the ****, entitled YOUR RESPONSIBILTIES, must be kept by her and furnished to the Administrator upon request.
2) A diligent review of the documentation submitted by or on ****************** behalf to support performance of the manufacturer recommended and/or **** required maintenance, reveals omission(s) and/or excess(es) beyond the ****-established grace ****** for such maintenance intervals.
3) Among those missing or late which also exceed the PLWCs 30 day/1,500-mile grace ******, include: engine oil and filter replacement(s) performed beyond the ****-specified 6 month/7,500-mile interval.
4) Section D (9) of the **** entitled WHAT IS NOT COVERED, specifically excludes Any costs if verifiable receipts as required in section B. YOUR RESPONSIBILTIES are not furnished on request.
Regrettably, unless verifiable receipts documenting compliance with section B of the **** are forthcoming,examples of non-compliance such as that noted above would invalidate the ****,and consequently, any reimbursement for current or future repair(s) under its terms.
We are grateful for the privilege of being ****************** **** Administrator, and regret that coverage could not be applied in this instance. Should ****************** have any additional questions regarding this claim disposition, she is welcome to contact our office directly by telephone at: **************.
Sincerely,
Claims Department
**** Administrator
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