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 88230 Atlanta, GA 30356-8230

  
• 

  EasyCare

  PO Box 88238 Atlanta, GA 30356-8238

  
• 

  EasyCare

  PO Box 888050 Atlanta, GA 30356-0050

  

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:03/19/2023

  Type:Service or Repair Issues
  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 sold (traded in) an 2018 Audi A5 for a ****** WRX back on 2/27/23. I contacted the dealership that I purchased the **** from and never got a response. Therefore, I contacted the company that issued the Extended Auto Warranty directly, EastCare out of *******, ******* requesting a refund for the premium unearned (the policy was pre-paid).They assigned a case number, then they went through an exhaustive process of requesting documents from me and the dealership I purchased my new vehicle from. Those documents were sent to them several times, ie., the Odometer Statement of the 2018 **** A5 on the day of its trade-in and the statement of the amount offered by the dealership as a trade-in value.To this day I have not heard back from the company advising me what my refind is and when I will receive it!I don't understand BBB's rating of this company as A+. In my case, it's a total F!

  

  Business Response

  Date: 04/18/2023

  April 18, 2023
  
  Complaints Team 3   
  BBB of Metro Atlanta, ****** ***** NE *******
  
  Vehicle Service Contract Number: ESTBCE6330
  Vehicle Service Contract Holder: *********************
  BBB Complaint Case #: 19620940
  
  Dear BBB Complaints Team 3,
  
  In accordance with your request,we ask that you accept this response to the complaint submitted by *********************,and the vehicle service contract (***) referenced above.
  
  Upon receipt of the Bureaus notification and the images **************** provided with his filed complaint, we consulted with our ************************ and requested expedited handling of that request.  Of course, we apologize for any frustration or inordinate delay **************** may have experienced. 
  
  Nevertheless, we are pleased to report that Mr. ******* *** has been cancelled per his request, effective February 27, 2023, and at a then-current odometer reading of ****** miles.  The Administrator portion of the calculated pro-rata refund was then promptly issued to Mr. ******* selling dealer.  On March 21 and April 7, 2023, our customer service representatives spoke to Mr. ***** ****************, explained the cancellation/refund status, and advised that their selling dealer would shortly add the pro-rata portion of the *** purchase price they retained, to the Administrators portion; then issue the full refund if they had not already done so.
  
  With that, we believe Mr. ******* concerns have been resolved. We are grateful for the privilege of having been Mr. ******* *** Administrator, and we wish both him and **************** the very best the future may offer.
  
  Sincerely,
  
  Claims Department
  Automobile Protection Corporation - APCO
  

  Customer Answer

  Date: 04/18/2023

   
  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:02/23/2023

  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.

  Easy care states on their advertising documents when selling these policys that seals and gaskets on all covered parts are covered. On Tuesday February 21st the shop notified that my truck was complete and ready for pick up. I picked up my truck that night, drove home and parked inside my barn. The next morning I went out and noticed a large coolant leak under the opposite side of the truck from which the original leak was. I called the repair shop and informed them. Without hesitation they told me to bring back to inspect and find the problem. After inspecting they found that one of the radiator hoses has a seal that failed after being removed and reinstalled. This is an issue that could not been seen diagnosed at the time of repair and in most cases the part can be reused but in my case the part failed. Easy care was contacted by the repair shop and they stated that they do not cover hoses. I contacted easy care after being notified of this and proceeded to have to argue with them. The first agent I spoke with told me I could not speak with a supervisor and it wouldnt do me any good anyway. After insisting to speak to someone else I was put on hold. A few moments later someone answered and instantly knew who I was so they were briefed on the situation. They refused to take my situation into consideration and denied to help with the cost of the hose. The hose on my truck did not fail which they proceeded to insinuate. The seal which prevents the hose from leaking is built into the hose and is one part number. In order to replace the seal the hole hose has to be replaced which is almost $200. I believe that they are falsely advertising their coverages to get sales on their policies then when it comes down to being responsible to cover a repair they deny their responsibility to cover items counting on most people are not mechanical and are not able to comprehend why they are denying the coverage.

  

  Business Response

  Date: 03/23/2023

  March 23, 2023
  
  Complaints Team 3               
  BBB of Metro Atlanta, ****** & NE *******
  
  Vehicle Service Contract Number: ***E4FB8DAB9
  Vehicle Service Contract Holder: ***********************
  BBB Complaint Case #: 19452592
  
  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.
  
  Please understand that the reimbursement request initiated during the recent claim by Mr. ****** repair facility,******************** in **********, ******** (PTAR), has not been declined.  Instead, authorization to replace the leaking radiator diagnosed by PTAR was covered per the terms and conditions of the **** and has been issued in the net amount of $1,044.70,after the ***s $500.00 per-visit deductible.  Following their return of Mr. ****** repaired vehicle, PTAR contacted the Administrator once again to advise that his vehicle came back to their service department with another coolant leak, this time from a radiator hose,and they requested authorization under the *** to replace that hose.  Unfortunately, the Administrator was obligated to apologize to PTAR and explain that the *** could not assist with the hose repair, due to the following:
  
  1) Mr. ****** PRIMARYCare *** extends coverage only to the repair or replacement of the specific components and parts itemized within COVERAGE, categories # ****, in the event one of those specific covered parts suffers a MECHANICAL BREAKDOWN or 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, on Mr. ****** return visit, diagnosis performed with Mr. ****** authorization and reported to the Administrator by the professionals at PTAR, identified a coolant leak from a radiator hose, and they requested authorization on Mr. ****** behalf to replace that hose.
  3) The causal part diagnosed and identified by PTAR the radiator hose is not specifically listed among those items in PRIMARYCare categories # ****; and is therefore a non-covered part.
  4) In addition, section C (9) (a) of the *** captioned WHAT IS NOT COVERED specifically excludes the repair or replacement of all hoses (except air conditioning lines and hoses)
  
  While we can certainly appreciate and sympathize with Mr. ****** preference that the *** provide coverage for non-covered parts, or parts which may be suggested are involved or recommended with,connected to, part of, and/or which may become necessary in conjunction with repair of other parts, etc., no hose (except perhaps an air conditioning hose which has suffered the requisite defect in material or workmanship) is eligible for repair or replacement coverage under the ***.
  
  We are grateful for the privilege of being Mr. ****** *** Administrator, and regret that authorization to replace the excluded radiator hose could not be applied in this instance.  Nevertheless, we look forward to the opportunity to again provide coverage and prior authorization for future repairs presented in accordance with the *** terms, throughout the remainder of its active period.  According to our records the *** will remain in full force and effect until July 6, ****, or a total vehicle odometer reading of ******* miles, whichever first occurs.
  
  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 - APCO
  

• Initial Complaint

  Date:02/16/2023

  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.

  The company sold me a warranty by telling me that jeeps commonly have engine issues and if my jeep had an issue it would be fully covered. I have paid them about $1,230 for the coverage and since my jeep did end up having an engine issue I tried to get them to cover it and they refused to so they said they would cancel my contract and refund me my money. They sent me a refund check of $213.79. I feel like they actually robbed me because they promised to fix my engine if anything went wrong with it, then did nothing to help me fix my jeep after promising they would but now are refusing to give me a full refund after not living up to the promise that they made to me.

  

  Business Response

  Date: 03/17/2023

  March 17, 2023
  
  Complaints Team 3               
  BBB of Metro Atlanta, ****** & NE *******
  
  Customer: *************************
  ******************** Complaint Case #: 19419761
  
  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.
  
  Please understand that not all of the reimbursement requests initiated by Ms. ******* repair facility,***************** Chrysler Jeep (TDCJ) during the claim to which she refers, have been declined or refused.  Instead,authorization for repairs covered per the terms and conditions, limitations,and exclusions of the **** has been issued in the amount of $1,946.33.  Although every effort was expended in pursuit of the full measure of coverage permitted under the **** a portion of the repair authorization requested was ineligible for coverage based on the following:
  
  1) The ***s STATEDCare coverage extended only to the repair or replacement of the specific components itemized in COVERAGE LEVELS categories ****, in the event of a MECHANICAL BREAKDOWN or FAILURE solely due to defects in material or workmanship.
  2) Rather than a defect in material or workmanship, diagnosis performed by the professionals at TDCJ, and as verified upon independent third-party inspection, has confirmed evidence of overheat and extensive warpage of the sealing surface at the right cylinder head, consistent with the complaints of rough running and no-start reported to them.
  3) The verified cylinder head warpage was so extreme that its deflection measured at least *****, or 300% more than the manufacturers specified tolerance.
  4) In addition, TDCJ demonstrated evidence of coolant bypass at the cylinder head gasket(s), and the #6 exhaust valve seat had fallen out of the cylinder head, further confirming and consistent with operation of the engine during a period of worsening overheat.
  5) The only plausible explanation for an underlying cause of the overheat evidence witnessed, and for the components such as these to have become so excessively warped and damaged, appeared to be a leaking water pump which had been recently replaced.
  6) Nevertheless, and in a compassionate effort to extend the advantage of any doubt toward the benefit of ****************, the Administrator conceded coverage in an amount necessary to replace the cylinder head gaskets, on the theory that they may have been the current cause for the coolant loss.
  7) Accordingly, an amount equal to the parts and labor which would be required to replace both cylinder head gaskets was authorized under the *** as a good faith gesture in the interest of customer satisfaction.**************** was and remains welcome to apply that contribution toward the necessary and proper repairs her engine now requires.
  8) Regrettably, however, the extreme level of warpage and sub-damage beyond the cylinder head gasket(s), could only occur during a period of continued operation in the absence of the necessary coolants with which its manufacturer designed Ms. ******* engine to perform.
  9) Section C of the *** entitled: YOUR RESPONSIBILITIES stipulated that, Any operation of the VEHICLE that results in further damage, related to the original MECHANICAL BREAKDOWN or FAILURE, shall be considered YOUR failure to protect the VEHICLE and shall not be covered under this ***.
  10) Section E (1) (s) of the *** entitled: WHAT IS NOT COVERED excludes the repair of any MECHANICAL BREAKDOWN or FAILURE which is; Due to continued operation and failure to protect the VEHICLE from further damage caused by lack of necessary coolants or lubricants
  
  Subsequently, **************** requested cancellation and pro-rata refund of her **** and that request was processed per section M of the *** entitled CANCELLATION.  However, since far more than 30 days had elapsed since the *** purchase,and since the above-referenced claim had clearly been made and authorized, a full refund of the amount **************** had paid toward the *** purchase to that point,was not available or possible.  The refund issued in the amount of $213.79 did in fact represent the pro-rata portion of the unused *** term but please understand the *** had not been fully paid for yet since **************** chose an installment plan.  Therefore, the total amount of Ms. ******* payments as of the date of her cancellation request which were in excess of the corresponding unused portion of the total *** term, less the $50.00 cancellation fee, was refunded as the *** stipulates.
  
  We are grateful for the privilege of having been being Ms. ******* *** Administrator, and regret that full coverage could not be applied in this instance.  Our office is still awaiting TDCJs final invoice reflecting completion of the necessary engine repairs, so that we may apply and reimburse the authorized contribution.
  
  If **************** has any additional questions regarding this claim disposition, she may contact our office directly by telephone at **************.
  
  Sincerely,
  Claims Department
  Automobile Protection Corporation - APCO

• Initial Complaint

  Date:02/14/2023

  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.

  Multiple dates and transactions for up to date truck services. Torch Converter caused transmission to go out at 149k miles. *** lifetime power train warranty was not honored even with paperwork trail. ***ir first reason for not covering is we didnt get it at the dealership I bought the truck from. This reason is false even according to the dealership because I live 50+ miles from the dealership. *** dealership then came involved but EasyCare still made excuses. *** warranty company would not speak to me directly.

  

  Business Response

  Date: 03/16/2023

  March 16, 2022
  
  Complaints Team 3                
  BBB of Metro Atlanta, ****** & NE *******
  
  Limited Warranty Contract Number:PWR1K025YZ
  Limited Warranty Contract Holder:****************************
  BBB Complaint Case #: 19406800
  
  Dear Complaints Team 3,
  
  In accordance with your request,we ask that you accept this letter in response to the complaint submitted by *************************, and the POWERLIFE Limited Warranty Contract (****) provided at no cost to **************** by his Issuing Dealer, *********************** ********** (****),referenced above.
  
  As a preliminary matter, please understand that our office was appointed by **** 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 (Mr. ******** 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 Mr. ******* 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 Mr. ******* 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) Also missing from these records are the required complimentary powertrain inspections at 30,000-mile intervals to be performed at the Issuing Dealer as stipulated by the terms of the ****.
  5) 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 Mr. ******* **** 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
  **** Administrator

• Initial Complaint

  Date:02/08/2023

  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.

  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 - APCO

• Initial Complaint

  Date:02/01/2023

  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 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 - APCO
  

• Initial Complaint

  Date:01/30/2023

  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.

  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 - APCO

• Initial Complaint

  Date:01/20/2023

  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.

  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 Corporation
  

• Initial Complaint

  Date:01/15/2023

  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.

  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 vehicle

  

  Business 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 - APCO
  

• Initial Complaint

  Date:01/10/2023

  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.

  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 - APCO