Complaints
This profile includes complaints for EasyCare's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 165 total complaints in the last 3 years.
- 80 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:08/14/2023
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 have a 2016 **** Explorer that we have had nothing but problems with since we bought. We took it in for the same problem 6 different times. This last time was back in May of 2023. The extended warranty company, Easy Care, has had my vehicle for well over three months now. They told the company where we are getting the vehicle fixed, that they needed the engine tore down, they did that. Then were told that they needed to send the head gasket to a machinst. That took three weeks to the place that they choose. Then they requested pictures of the problems, then was told they need to send inspector out, and then again that they needed pictures yet again. Then waiting on an approval to do the work was delayed. Finally, when getting to the approval process they, are only paying for half of the cost to replace the engine would cost. We are to pay the rest because they won't cover it. Mean while we have been renting a car out of our pocket for the last 7 weeks. And they would not supply us with a rental car until the approval was made. They have help onto this vehicle longer than they should have sat on an approval for this long. They should be responsible for the whole amount of the cost of the repairs and reimburse us the full amount of our cost to rent a car. I believe they are at fault here and we should have had to wait this long to get an approval to just be told that they will not cover the full cost of the repairs.
Business Response
Date: 09/12/2023
September 12, 2023
Complaints Team 3
BBB of Metro Atlanta, ****** &NE *******
Vehicle Service Contract Number: GVG97FD10E
Vehicle Service Contract Holder: ***********************************
BBB Complaint Case #: 20459030
Dear Complaints Team 3,
In accordance with your request, we ask that you accept this letter containing important information regarding the complaint submitted by ***************************, and the vehicle service contract (***)referenced above.
As a preliminary matter, please understand that not all of the reimbursement requests initiated by ********* and ******************** repair facility, ********************* (FFC), during the referenced claim have been declined. Instead, authorization for repairs covered per the terms and conditions of Ms. ********* *** has been issued in the amount of $3,490.37. Unfortunately, a portion of the repair authorization requested by FFC was not demonstrated eligible for coverage under the *** based on the following:
1) The ***s foundational prerequisite for coverage is the failure of a covered part specifically identified within the ESSENTIAL COVERAGE level (which includes POWERTRAIN PLUS), solely due to a defect in material or workmanship, and subject to the ***s terms, conditions, limitations, and exclusions.
2) Diagnosis performed by the professionals at FFC and verified upon independent mechanical inspection, has confirmed a defect in material or workmanship at the engines cylinder head sealing surface in the area of cylinder # 1.
3) FFC recommended replacement of the entire engine assembly in Ms. ********* vehicle, and the *** Administrator assured FFC that it would be pleased to review and evaluate any additional evidence or demonstration of specifications exceeding the vehicle manufacturers established tolerances due to a defect in material or workmanship to covered parts they might discover with Ms. ********* authorization pursuant to section B of the ***.
4) However, no evidence, specifications, or demonstration of a defect in material or workmanship beyond that related to the cylinder head was demonstrated by FFC.
5) Accordingly, the Administrator issued authorization pursuant to the *** terms and to the limit of the ***s liability in an amount representing the cost to replace the engines cylinder head, as referenced above.Rental car/substitute transportation benefits at the ***'s maximum of 5 days for a total of $250.00 were also provided in connection with the covered claim.
It is with great sympathy that we receive Mr. ********* comments, his stated dissatisfaction with delays perceived to have been caused by the Administrator, and the length of time which elapsed between the arrival of Ms. ********* vehicle at FFC and the eventual repair procedures undertaken by FFC. To be sure, there is never a suitable time for a vehicle breakdown of any kind,and we not only fully understand, but deeply regret the frustration and inconvenience ******************** has expressed.
At the same time, we are compelled to respectfully offer a reminder that neither the *** nor its Administrator own, operate, direct, or control any automobile repair facility; and neither presume to speak for or assume the responsibilities of those facilities which are and that do including but not limited to those tasks related timely diagnosis,part procurement, scheduling, repair, or other processes which fall outside of the ***s purview.
We are grateful for the privilege of being Ms. ********* *** Administrator, and we look forward to the opportunity of providing future coverage for eligible repairs submitted in accordance with the ***'s provisions. If ******************** has any additional questions regarding this claim disposition, he is welcome to contact our office directly by telephone at: **************.
Sincerely,
Claims Department
GWC Warranty CorporationInitial Complaint
Date:07/17/2023
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 have purchased their Totalcare warranty for my vehicle, dealers flyer showed and their website still says all vehicle components covered except for those specifically excluded and theres a list below it mentioning what's not covered and my vehicle issue not listed their (AC line) and they still declined my claim. AC is Checked on their website for covered items for ********** policy. I called them and spoke with manager *****, I tried telling her EasyCare website says totalcare covers AC and on what's not covered list it does not mention lines or hoses what she was telling me on phone and said I didn't do contract with their website. So they just lying to customers to sell policies?I'm attaching their website print out.Business Response
Date: 08/15/2023
August 15, 2023
Complaints Team 3
BBB of Metro Atlanta, ****** & NE *******
Vehicle Service Contract Number: EST1M000QB
Vehicle Service Contract Holder: *******************
BBB Complaint Case #: 20332142
Dear Complaints Team 3,
In accordance with your request,we ask that you accept this letter containing important information regarding the complaint submitted by ******************* (****), the recent claim submitted on Gills behalf by *************************** Buick GMC in ***********, **** (********),and the vehicle service contract (***) referenced above.
Unfortunately, under the terms and conditions of the **** the claim was not eligible for coverage due to the following:
1) Gills TOTALCare *** COVERS ALL COMPONENTS AND PARTS IN THE EVENT OF A MECHANICAL BREAKDOWN OR FAILURE, SUBJECT TO TERMS, CONDITIONS AND EXCLUSIONS (SECTION E. WHAT IS NOT COVERED) OF THIS ***.
2) ******** diagnosed and reported that the poor cooling **** experienced with the vehicles air conditioning system, resulted solely from leaking rear air conditioning line(s) and/or hose(s).
3) Section E (8) (a) of the *** specifically excludes all hoses and air conditioning lines and hoses; which unfortunately means the only component(s) ******** diagnosed as required to repair Gills vehicle are non-covered parts under the ***.
4) Section E (4) of the *** specifically excludes Repairs to any non-covered parts.
Please further understand that marketing brochures, flyers, summaries of potential coverage eligibility published online,or subjective interpretations of those marketing summaries do not take the place of and cannot be substituted for an actual *** agreement. Indeed, the very examples submitted by **** to supplement the complaint plainly alert the reader to: Refer to your contract for coverage details, terms, conditions, and a complete list of covered and excluded parts and components, as well. Moreover, the *** further admonishes that: NO PERSON HAS THE AUTHORITY TO CHANGE THIS *** OR TO WAIVE ANY OF ITS PROVISIONS.
We are grateful for the privilege of being Gills *** Administrator, and regret that coverage could not be applied in this instance. Nevertheless,we are also pleased to have been able to issue $3,919.24 in covered repair reimbursements thus far during the ***s active term; and we look forward to providing future coverage for eligible repairs submitted in accordance with the ***s provisions throughout the remainder of its effective term.
According to our records the *** will remain in full force and effect until July 8, ****, or a total vehicle odometer reading of ******* miles, whichever first occurs.
Sincerely,
Claims Department
Automobile Protection Corporation - APCOInitial Complaint
Date:07/08/2023
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.
Puchased a 2015 Silverado **** LTZ from a dealership. *** dealership sold an extended warranty to us through Easycare. We purchased their top tier coverage. Stated Care. It covers almost everything including mechanical failure of transmission. *** truck was covered for ****** more miles. ******** date was 5 /2/22 with ******* miles. *** transmission failed catastrophically on 6/30/23 and had to be towed to dealership. Easycare sent an agent to the dealership to inspect the truck a few days later. I was informed by dealership that repairs were denied by Easycare based on the truck having a modified lift on it. *** truck was purchased with the lift on it. No further modifications were done to the truck. I contacted Easycare. I was informed by administrator that they determined the transmission failure was a result of the lift. With no proof of this, my claim was denied a second time. A mechanic from dealership advised me the lift had nothing to do with transmission failure. Dealerships SELL trucks brand new with lifts all the time. Why would they sell them lifted knowing the transmission would later fail? Easycare is a fraudulent company. ***y will look for any reason not to pay repairs. Dealerships should be aware of what vehicles are covered or not covered by certain warranties. Easycare should never have agreed to cover a vehicle THEY KNOW does not meet coverage criteria. *** consumer is at a disadvantage not knowing specific details of the contract. *** salesperson just tells you its covered. My contract # is EGT153F1F6. Please look into and find a solution. This has already caused financial hardship as we live in ******** and our only vehicle is broke down in **********. Thank you.Business Response
Date: 08/04/2023
August 4, 2023
Complaints Team 3
BBB of Metro Atlanta, ****** & NE *******
Vehicle Service Contract Number: EGT153F1F6
Vehicle Service Contract Holder: *******************
BBB Complaint Case #: 20293346
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 Mr. ***** ***, the claim was not eligible for coverage due to the following:
1) Independent mechanical inspection of Mr. ***** vehicle has confirmed installed modifications and/or alterations that do not meet his vehicle manufacturers specifications, including a 6 suspension lift and mounted tires which are greater than 3.0 larger in diameter and more than **** wider than those specified as correct by that manufacturer.
2) All available information indicates the added stress, weight, excess rolling mass, exaggerated driveline angles, and/or other characteristics represented by these modifications, are beyond the vehicle manufacturers intended and engineered thresholds.
3) Modifications such as these cannot be dismissed, ignored, or logically separated from the inevitable impact and influence they would have upon the axles, differentials, transmission, transfer case, driveshaft, or other driveline (as well as suspension and steering) components; including but not limited to the transmission damage suspected to exist in this instance.
4) Additionally, the transmissions durability, performance, shift points, adaptive learning, torque converter engagement, and a range of other functions rely in part upon electronic data input from many sources among them wheel rotation (monitored revolutions) and vehicle speed, which are themselves determined by the diameter (and thereby the circumference) of the vehicles wheels/tires.
5) Therefore, and unless somehow accounted for by a factory-approved and documented recalibration when compared to the manufacturer-specified size the altered input represented by the vehicles tire modifications does not only impact the transmissions ability to function reliably and as designed; the significantly larger diameter of the mounted tires mounted could result in as much as 8 - 9 % fewer miles being recorded by the odometer; meaning that the odometer may effectively be inaccurate to the point that the vehicles true mileage can no longer be determined.
6) Section E (1) (h) of the *** specifically excludes the repair of any MECHANICAL BREAKDOWN or FAILURE Arising out of the FAILURE of an otherwise covered part whose FAILURE has been determined by the ADMINISTRATOR to be affected by modifications and/or alterations to the VEHICLE that do not meet the manufacturers specifications, and have not been approved by the manufacturers authorized representative. (Some examples: over or undersized tires or rimssuspension or steering system modifications);
7) Section E (1) (q) of the *** specifically excludes the repair of any MECHANICAL BREAKDOWN or FAILURE Where it is determined that for more than one (1) month or ***** miles the odometer has been inaccurate, inoperative or altered so that the VEHICLES true mileage cannot be verified;
Parenthetically, we are compelled to mention that the Administrator was not present for and did not participate in Mr. ***** vehicle purchase, has no knowledge of what modifications may have been present on his vehicle at that time if any and it surely would not have hesitated to point out to ************ the potential obstacles to coverage the current modifications represented, at that time, had it known or been asked. Indeed, the Administrator did discuss the very same contractual obstacles with ************ in early May 2023 approximately 2 months before the transmission symptoms appeared, when it first became aware of them during a claim in which the *** was unfortunately unable to assist with the repair of suspension ball joints, for the same reasons. Alas, the vehicle was not returned to factory specifications, and the transmission symptoms did appear shortly thereafter.
To be sure, the Administrator is also unaware of any Chevrolet documentation or other statement of approval issued by an authorized representative of *************** attesting to and certifying that the specific modifications with which Mr. ***** vehicle is equipped meet that manufacturers specifications, would not affect or expose any component to an increased risk or likelihood of mechanical breakdown, and that would also not render the odometer inaccurate. However, if ************ is in possession of and/or are able to obtain verifiable ************************ documentation sufficient to overcome those obstacles, the Administrator would obviously be anxious to receive it so that the claim may be re-evaluated on the basis of that new, additional information.
We are grateful for the privilege of being Mr. ***** *** Administrator, even as we regret our inability to evade the effects his vehicles transmission was subjected to as a result of the installed suspension and tire modifications. Nevertheless, we are pleased the *** has been able to apply $1,524.24 in coverage and reimbursement related to the repair of the engines leaking oil pan seal which was unaffected by and unrelated to the installed modifications, during the same claim. If ************ has any remaining 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:06/07/2023
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.
First and foremost, representatives at EasyCare were initially refusing to honor my extended warranty. Ultimately it was reevaluated after going back and forth for nearly 3 weeks to seek answers as to the denial. My car has since been in the shop awaiting assessment for transmission and engine problems and the service representative, and myself, have been largely unable to reach anyone at EasyCare. The service representative at the dealership has called and emailed many times, been given incorrect information, incorrect "updated" emails, and told EasyCare would reach out within ***** hours which never happens. I was also told I would be contacted, which didn't happen. I have been met with a condescending attitude any time I am actually able to reach a live person. I need my vehicle back, which requires the EasyCare to do their part and honor the agreement. Additionally, EasyCare appears to be intentionally running me out of time to keep the current repair order open which would ultimately require a new order to be placed and the process started over. This has been going on nearly 2 months.Business Response
Date: 07/06/2023
July 6, 2023
Complaints Team 3
BBB of Metro Atlanta, ****** & NE *******
Vehicle Service Contract Number: EST02357CF
Vehicle Service Contract Holder: *********************
BBB Complaint Case #: 20157032
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 a recent request for prior repair authorization submitted under the terms of ********************* vehicle service contract (***) referenced above.
We would first ask the Bureau and its interested readers to understand that while coverage available under the *** is extensive, it unfortunately does not and cannot promise to assist with the repair of everything that could possibly go wrong with ************** vehicle,issue authorization and reimbursement for the repair or replacement of components not diagnosed or demonstrated to have suffered a defect in material or workmanship, indiscriminately issue authorization and reimbursement for every demand made upon it, or provide assistance with repairs that are specifically excluded under its terms.
Instead, and briefly summarized,the *** extends eligibility for repair or replacement of the covered parts explicitly identified within the 14 STATEDCare COVERAGE categories of vehicle components, and agrees 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. An OPERATIONAL FAILURE is defined by 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 eligibility is in effect for a specific period of time and/or vehicle mileage subject, of course, to the ***s stipulated terms, conditions, limitations, and exclusions.
In this instance the *** Administrator was informed by ************** chosen repair facility, ************** (HH), that his vehicle had been driven to their location with ******* miles on its odometer (approximately 161 miles before the ***s expiration), complaints of a jerking transmission when accelerating from a stop, and symptoms consistent with engine oil consumption. HH immediately requested authorization on behalf of ************** to replace both the entire transmission and the engine in his vehicle; but they had not completed their diagnosis, had not determined the extent of any damage or whether the undetermined damage represented a defect in material or workmanship of parts covered under the ***,or what may be required to repair the unknown, undiagnosed damage. Therefore, the Administrator first asked HH to forward digital images of the vehicle, its odometer, and the transmission pan which they advised they had removed with ************** authorization, then followed up by asking HH to obtain and forward verifiable receipts to support Mr. *************** with the vehicle manufacturers engine oil and filter maintenance schedule, pursuant to section C of the *** entitled YOUR RESPONSIBILITIES. Alas, the images received indicated the vehicles odometer reading as ******* miles. This reading was far beyond the ***s expiration odometer of ******* miles, making the claim subject to the exclusion found in section E (1) (x) for the repair of any OPERATIONAL FAILURE reported after this ***s expiration.
Nevertheless, despite that glaring obstacle and after receiving some supplementary documentation representing recent service history, the Administrator chose to apply the benefit of any doubt in the ***** favor and agreed to continue this final claim evaluation. Accordingly, and again per section C of the ***, the Administrator advised HH that ************** authorization to perform the minimum level of diagnosis or teardown necessary to identify and demonstrate the requisite presence of a defect in material or workmanship of a covered part would be necessary, and to please call us back with the results of that diagnosis and a repair estimate so that we may continue the claim evaluation and assign an independent mechanical inspector to verify their findings, once they are known but before any repairs were performed.
Regrettably, to date and despite two independent mechanical inspections arranged and paid for by the Administrator,HH has been unable to demonstrate an OPERATIONAL FAILURE due to a defect in material or workmanship of any covered part. The Administrator has renewed its willingness to continue the claim evaluation as soon as HH has completed their diagnosis with Mr. ******************* and invited their callback with the results of their findings after they had done so; after which the Administrator would arrange for a third independent inspection in the hope that eligible defects in material or workmanship unobstructed by a *** exclusion may be verified, and that the ***s required prior repair authorization may be diligently researched. The Administrator has followed up with HH in that regard several times and has also contacted ************** per her request with the same explanations.
As the *** Administrator, our office certainly understands and sympathizes with the frustration expressed by *************** However, we are compelled to respectfully disagree with the contention that she or HH have been unable to reach anyone at EasyCare. that either have been given incorrect information or that our office has presented a condescending attitude,and we are certainly not intentionally running [**************] out of time to keep the current repair order open which would ultimately require a new order to be placed and the process started over Indeed, we have been attempting quite the opposite.
Please understand that there are many reasons why an automobile engine and/or transmission may suffer a breakdown, symptom, or failure; but some causes for such an occurrence may be eligible for repair coverage under the ***, while others may be either ineligible, or may be limited by a contractual exclusion, etc. Notwithstanding the somewhat unusual occurrence of suspected simultaneous failures to both the engine and transmission in this case; the Administrator is not engaged in pre-judging any claim, but it also does not blindly promise to cover the repair or replacement of all components, without regard to whether they have suffered an OPERATIONAL FAILURE;or if they have suffered an OPERATIONAL FAILURE if such a failure is not the result of a defect in material or workmanship to a covered part. Therefore,while we can certainly appreciate ************** wishes and preferences, the Administrator is simply not at liberty to unilaterally waive, ignore, dismiss,alter, selectively apply, or refrain from applying the contractual terms by which it, and **************, are bound. Moreover, the *** specifically admonishes that NO PERSON HAS THE AUTHORITY TO CHANGE THIS *** OR TO WAIVE ANY OF ITS PROVISIONS.
Under these circumstances, we believe the Administrator acted properly and in full compliance with the terms and conditions of ************** ***, and we will again express our sincere regret for any frustration or inconvenience experienced. We look forward to the opportunity to resume the claim evaluation upon HHs completion of their diagnosis; with Mr. *************** and the understanding that if the *** is unable to assist, all costs would be his responsibility. HH is welcome to contact our ***************** with the results of their additional diagnosis just as soon as they are able and before they undertake any repairs. Upon receipt of that requisite information the Administrator will arrange for another independent mechanical inspection to verify their findings, then apply the ***s terms to the verified evidence in a compassionate pursuit of the coverage Mr. and ************** seek. We trust our letter has helped clarify the facts and events surrounding the Lopezrecent claim, and we thank you for the opportunity to correct any misunderstanding(s).
Sincerely,
*****************
Automobile Protection Corporation - APCOInitial Complaint
Date:05/24/2023
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.
We bought a 2019 ****** 4Runner with ****** miles on it on 5/9/2022 from *************** & also purchased the warranty through EasyCare for an additional $2,962.00. On 4/19/2023 my 4runner had ****** miles and it broke down. I was in ******, ** at the time so I had it towed to ****************. They advised me that I needed a new motor & put me in a rental car. EasyCare refused to pay for all the days I am in the rental car. Per my service advisor @ ****************, on 5/9/2023 they were advised by EasyCare they ordered the refurbished engine from LKQ with ****** miles on ******* should be there no later than today, Friday May 19, 2023 (exactly one month since my car broke down). I have spoken with a supervisor at ***************************** refused to cover the rental for more than 6 days, until today 5/24/23. Now they say they will cover all days. However, I spoke to my service adviser today, the engine that EasyCare said they shipped on 5/15/23 never actually shipped. EasyCare advised her today that it was because the engine became unavailable. Now they are waiting for carrier underwriter approval & said hopefully a new engine will be ordered from CNK & should ship on Monday, 5/22/23 and will take 7 business days to arrive at ****************. Every time I call EasyCare & ask for a manager, I get put on hold for at least 30 minutes & then they tell me they don't have managers available. I have no engine for my 4Runner. It has now been 35 DAYS since my car has been in the shop. Not sure what I can do to get my car repaired & get it back. This warranty company is a rip-off & a fraud. I need someone to get my car repaired and back to me. I am making monthly payments on a vehicle I cannot drive. I have contacted EasyCare MANY times & can never get anyone to help me, they keep throwing blame on ******. I have asked for supervisors with ***************************** never have one available, or they say one will call ****** never hear from them.Business Response
Date: 06/19/2023
June 19, 2023
Complaints Team 3
BBB of Metro Atlanta, ****** & NE *******
Vehicle Service Contract Number: EST725EA49
Vehicle Service Contract Holder: *************************
BBB Complaint Case #: 20099953
Dear Complaints Team 3,
In accordance with your request,we ask that you accept this letter containing important information regarding the complaint submitted by *************************, and the vehicle service contract (***)referenced above.
As a preliminary matter, please allow ** to say that we greatly appreciate the time ****************** has taken to write and share her concerns; as doing so represents a valuable opportunity for us to examine and correct possible deficiencies in our internal procedures, so that we may continue to ensure our customers satisfaction with the services that we provide.
We have reviewed the information provided by ******************, as well as our records in connection with this matter,and although we might respectfully dispute portions of her assessment; we must agree that the circumstances surrounding her and Mr. ******** recent engine failure and claim for coverage under the **** did not progress as anyone would have hoped or anticipated. An unexpected breakdown of the otherwise remarkably reliable 4.0l engine in the Overtons 2019 ****** 4Runner especially with only ****** miles is surprising and uncommon enough, of course. However, and thankfully, following the Administrators due diligence, the diagnosis performed by the professionals at the Overtons chosen repair facility, and an independent mechanical inspection to verify those findings, authorization of that engines replacement under the *** was approved, including utilization of an engine assembly located and sourced from a reputable vendor.
Regrettably, although the reputation of the vendor is not in question, the engine they originally quoted was purchased by another party shortly before the order for Mr. ******** vehicle was placed and, as ****************** notes, the delivery of its substitute was delayed by the carrier. In other words,an unprecedented combination of events beyond the Administrators control and certainly beyond the Overtons control conspired to unnaturally delay the delivery and eventual installation of the engine in their vehicle. These developments were unforeseen and unpredictable taking on a character almost like what one might imagine as a textbook example of Murphys Law and we certainly apologize for the frustration and inconvenience ****************** reports.
In the end, though, we are happy to report that the vendors engine did arrive at the Overtons chosen repair facility, that facility has informed ** the engines installation has been completed, and we are currently finalizing assistance with as much substitute transportation reimbursement as possible for ******************, as a goodwill gesture in the interest of customer satisfaction.
Under all these circumstances, we would like to again extend our sincere apologies for the awkward and annoying upset the Overtons have experienced during their recent vehicle breakdown and repair. Nevertheless, we are grateful for the privilege of being the Overtons *** Administrator, pleased that coverage was able to be applied in this instance, and we trust that we have been able to fully address the concerns expressed by ******************* If she or ****************** have any additional questions regarding this claim disposition, they are welcome to contact our office directly by telephone at **************.
Claims Department
Automobile Protection Corporation - APCOCustomer Answer
Date: 06/21/2023
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:05/10/2023
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.
Purchased a **** Escape JUB50367 and Easy Care extended warranty from ********** in ********** **. In January 2019. Late April early May took the escape with a little over ******* to ********** ************** ** to diagnose shuddering problem. It is determined to be a torque converter. They have denied the claim, due to missing service receipts, Of air filters and 30, 60, 90k mile inspection by dealer. Receipts for oil changes etc. were provided. Along with 2 receipts listing an inspection from the dealer. The INSPECTION from the dealer includes no maintenance. The air filters that were replaced but without receipts do not any any way relate to the premature torque converter failure. The manufacturer doesnt call out for maintenance of the transmission until ******* miles. Warranties and contracts are designed to make things fair and ethical. We paid $2,670.00 never had a claim until now. The company APCO holdings is assuming that most failures will be within the factory warranty, and that most power train components will out last this warranty. That is fine businesses model but denying legitimate claims is an unethical CHOICE! I am going to contact senior leadership, I am sure they will not respond. I also plan to use the media as much as possible to suggest people not purchase this product. And also plan to contact the ******* ************************ and file complaint.Business Response
Date: 05/31/2023
May 31, 2023
Complaints Team 3
BBB of Metro Atlanta, ****** & NE *******
Limited Warranty Contract Number:PWRFAB1F91
Limited Warranty Contract Holder:***********************
BBB Complaint Case #: 20043377
Dear Complaints Team 3,
In accordance with your request,we ask that you accept this letter in response to the complaint submitted by ***********************************, and in connection with the POWERLIFE Limited Warranty Contract (****)provided at no cost to *********************** by the Gibsons Issuing Dealer, ********** and Isuzu (GFI), referenced above.
As a preliminary matter, please understand that our office was appointed by GFI 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 an Easy Care extended warranty for Ms. ******* vehicle, the Administrator makes no assumptions of any kind about whether most failures will (or will not) be within the factory warranty, and (or) that most power train components will out last this warranty, and it is not responsible to fulfill any obligation to repair or replace components or provide benefits of any kind.
Instead, the **** is a simple agreement designed to encourage 100% compliance with every maintenance procedure specified by the vehicles manufacturer, and/or those that are stipulated in section B of the **** captioned YOUR RESPONSIBILITIES, in exchange for which GFI has offered conditional coverage for the repair or replacement of certain specific powertrain related components, in the event one of those named components suffers a MECHANICAL BREAKDOWN or FAILURE during Ms. ******* ownership. A mechanical or other suspected causal relationship between a potential component failure, and the maintenance schedule published by either Ms. ******* vehicle manufacturer, or the responsibilities outlined in section B of the ****, has NO bearing on the eligibility for repairs requested under the ****. Indeed, while one could certainly argue that the air filter maintenance **************** has NOT performed in accordance with her vehicle manufacturers schedule is unrelated to the torque converter/transmission components diagnosed as having suffered a MECHANICAL BREAKDOWN or FAILURE; so too are the engine oil and filter maintenances that HAVE been performed, and to which **************** refers.
Unhappily though, arguments such as these are irrelevant when determining eligibility under the ****, and the Administrator does not enjoy the luxury of dismissing, ignoring, reversing, or selectively applying the **** terms. In addition, the **** also stipulates that 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 Ms. ******* vehicle manufacturer, and/or as may otherwise be specified in Section B of the ****, entitled YOUR RESPONSIBILTIES, must be kept by **************** and be furnished to the Administrator upon request.
2) A diligent review of the documentation submitted by or on Ms. ******* 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) ****************** vehicle is operated under the more stringent Special Operating Conditions outlined by ******************* among those missing or late which also exceed the PLWCs 30 day/1,500-mile grace ******, include: engine oil and oil filter replacement(s) performed beyond the ****-specified 6 month/7,500-mile interval, engine air filter replacements due at 30,000-mile intervals, engine coolant change and spark plug replacements due at the 100,000-mile interval, etc.
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 Ms. ******* **** Administrator, and regret that coverage could not be applied in this instance. Should Mr. or **************** have any additional questions regarding this claim disposition, they are welcome to contact our office directly by telephone at: **************.
Sincerely,
Claims Department
**** AdministratorInitial Complaint
Date:04/25/2023
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.
Purchased a new car from ****************. They tricked me into a loan that included several additional unwanted warranties. I requested a refund of the warranty immediately upon paying off the incorrectly processed loan a couple of days after the purchase. I then requested a refund of the Easy Care warranties and submitted the appropriate documentation. The dealership representative (*******************) confirmed my request was received and noted that the refund could take up to 12 weeks. I have waited over 12 weeks without receiving a refund. I have called the dealership several times but am always transferred to voice mail or told that a manager will call me back. No one has attempted to contact me after several attempts to get this resolved. Documents were all signed under my wife's name ************************* and the refund should be issued to her.Initial Complaint
Date:04/19/2023
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.
Bought an extended warranty on a vehicle paid hundreds of dollars and this place is a scam and a fraud. Refuse to cover warranty on vehicle and refuse to talk to you. Now my vehicle is broken down and can not get fixed due to the cost of service. Should have never given them a cent what a fraud company. Should be covered under warranty but they are refusing to provide coverage and blame the customer for the problemBusiness Response
Date: 05/18/2023
May 18, 2023
Complaints Team 3
BBB of Metro Atlanta, ****** & NE *******
Vehicle Service Contract Number: EGT068BA8B
Vehicle Service Contract Holder: ***********************
BBB Complaint Case #: 19955241
Dear Complaints Team 3,
In accordance with your request,we ask that you accept this letter containing important information regarding the complaint submitted by ***********************, and the vehicle service contract (***)referenced above.
As a preliminary matter, please understand that although the ***s coverage eligibility is extensive, it does not promise to assist with the repair of everything that could possibly go wrong with ******************** vehicle, cure all symptoms, or immediately and unconditionally issue authorization for every demand presented to it; without applying due diligence or by waiving the ***s provisions. The *** is not an insurance policy or an unlimited warranty, but it does agree 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, which is defined by 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;subject to the ***s stipulated terms, conditions, limitations, and exclusions.
Among the ***s terms and conditions are those expressed in section C entitled YOUR RESPONSIBILITIES, and which state in relevant part:
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.
And:
YOU must give YOUR authorization to the repair facility for teardown to diagnose a problem. YOU *** 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 or to verify odometer operation.
Another *** be found in section E (12) of the *** captioned WHAT IS NOT COVERED which stipulates a specific exclusion for Any costs if verifiable receipts as required in section C. YOUR RESPONSIBILITIES are not furnished on request.
In this instance ******************** chosen repair facility suspected major internal engine damage after his vehicle was towed to their location with a complaint of knocking noises upon acceleration.Since all internal engine components rely for their function, performance,durability, and longevity upon timely performance of engine oil and filter maintenance as recommended by the vehicles manufacturer, the Administrator began by requesting that ****************** demonstrate compliance with his responsibilities under the *** by presenting verifiable receipts demonstrating that maintenance during the approximate 22 months and ****** miles ****************** had owned his vehicle. Unfortunately,****************** was unable to provide any service records at all.
With that, the Administrator did NOT summarily deny the claim or blame anyone for anything; but instead offered ****************** the courtesy and accommodation of allowing him to authorize his engines diagnosis, and to determine not just the cause of whatever MECHANICAL BREAKDOWN or FAILURE *** exist but to simultaneously, and hopefully, verify that the engine in his vehicle was free of sludge, varnish, insufficient lubrication, or any other condition which would indicate a lack of proper maintenance or another ***-stipulated exclusion.
We are happy to report that ***************** eventually pursued that process of accommodation, and it allowed for authorization of repairs covered per the terms and conditions of the *** and to the limits of its liability, in the amount of $8,800.05 after the ***s $100.00 per-visit deductible.
Under these circumstances we believe the Administrator has acted properly and in full compliance with the *** terms by which it and ****************** are bound. We are grateful for the privilege of being ******************** *** Administrator,although we do naturally regret that he *** have a perception the *** has not fulfilled its responsibilities or purpose. Beyond that, we certainly share his implied wish and preference that any vehicle repair could be authorized and completed immediately upon request, in any amount and/or for any reason, including those that *** be unknown. However, we must respectfully disagree with the assessments and accusations levied in the complaint, as the facts prove they are without merit.
If ****************** has any additional questions regarding this claim disposition, he *** contact our office directly by telephone at **************.
Sincerely,
Claims Department
Automobile Protection Corporation - APCOCustomer Answer
Date: 05/24/2023
Complaint: 19955241
I am rejecting this response because:as stated before in my orginal complaint
Sincerely,
***********************Initial Complaint
Date:04/10/2023
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.
Good evening, This is absolutely unacceptable customer service. When I purchased the car through ********** ***** I alsopaid for an extended warranty thru EasyCare (APO Holdings). The extended warranty company has heen hassling myself and the repair shop since the end of January. At the time of initial request, I had not even owned the car for 24 months. The car gets few miles, as my husband rides his motorcycle more than he drives the car and has been fully maintained in the time I've owned it. It is unprofessional and absolutely ludicris to demand I have all service records on a car I've only owned 2 yrs and harassment to demand a letter from ******* corporate that ****** engine isnt covered by ******* recall which they can easily look up online. They've also demanded multiple quotes on used, new, & rebuilt engines, additional cost estimates for parts with part numbers, etc. They've keep the mechanic on hold for extended periods and disconnected him multiple times. Again, I paid to have an extended warranty, not a hassle or harassment. I may be female, but I grew up in a business that does warranty work all the time, and it is both insulting and demeaning to receive such poor customer service and harassment from the ********************** company, including no name or contact info in their email that demanded more info. I have been without the car for over 10wks due to the incompetency of this warranty company. This needs to be resolved and my car fully repaired immediately. *********************** **********Business Response
Date: 05/10/2023
May 10, 2023
Complaints Team 3
BBB of Metro Atlanta, ****** & NE *******
Vehicle Service Contract Number: EGT1030B03
Vehicle Service Contract Holder: ***********************
BBB Complaint Case #: 19918979
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) *** *** extends coverage eligibility for the repair or replacement of all covered parts specifically listed within the ten categories of PRIMARYCare which sustain a MECHANICAL BREAKDOWN or FAILURE.
2) *** *** defines MECHANICAL BREAKDOWN or 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 of that covered part.
3) Although diagnosis performed with **************** authorization by the professionals at Emergency Vehicle Specialists in **********, ******** (EVS), was incomplete; their preliminary findings suggested to them that the cause for the symptoms reported may have been the result of a yet undetermined level of internal engine damage.
4) EVS further advised that they had researched potential assistance with the correction of symptoms noted by **************, under a campaign of extended engine coverage offered by the manufacturer of **************** vehicle ********** which would take precedence over the ***s potential eligibility per section E (1); but that they had been informed by ******* that **************** vehicle and engine did not qualify for coverage under that campaign.
5) 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 ***, and further instructs that:
6) YOU must give YOUR authorization to the repair facility for teardown to diagnose a problem. 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 or to verify odometer operation.
7) According to independently compiled reference material and documentation, ******* specifies the engine oil and filter service intervals for **************** vehicle should not exceed 6 months or ***** miles. *** performance, reliability, serviceability, and longevity of all internal engine components depend on timely compliance with the manufacturers maintenance schedule.
8) ****************** records to support compliance with that manufacture recommended engine oil and filter service requirement have not been forthcoming.
9) 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
10) 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.
Nevertheless, as a goodwill gesture in the interest of customer satisfaction, upon receipt of your email notification our office reached out to EVS to review the information above, and to offer an alternate path for them to pursue with **************** permission, in the hope that some level of coverage under the *** may ultimately be determined eligible. To that end, we advised EVS they may obtain **************** authorization to expose the internal engine components to the minimum extent necessary to demonstrate their condition, with the understanding that if clean, sludge/varnish-free components with no indication of a lack of maintenance or insufficient lubrication are verified, we would assign an independent mechanical inspector or ask EVS to assist by providing digital evidence of that result, and resume the claim evaluation. On the other hand, if the presence of sludge,varnish, insufficient lubrication, contamination, or another condition excluded by the *** were verified instead, we would be obligated to apologize for being unable to offer assistance under the ***, and ************** would be responsible for all related costs.
EVS advised that they understood that approach and those conditions, and that they would review them with ************* before proceeding. We have not received return contact from EVS since.
In an abundance of caution, we must respectfully add the reminder and suggestion that ************** not operate her vehicle with these known symptoms and risk further damage to any component because of that continued operation the correction of which may then also be limited or excluded for reasons including but not necessarily limited to those stipulated in section C of the *** captioned YOUR RESPONSIBILITIES which states 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 ***and/or that is disclaimed in section E (1) of the *** which excludes the repair of any MECHANICAL BREAKDOWN or FAILURE Due to continued operation and failure to protect the VEHICLE from further damage caused by lack of necessary coolants or lubricants;
Under these circumstances, we believe the Administrator has acted properly and in full compliance with the terms and conditions of the ***. We look forward to EVS return contact and the resumption of **************** claim as conditionally outlined above. If ************** has any additional questions regarding this claim, she is welcome to contact our office directly by telephone at **************.
Sincerely,
Claims Department
Automobile Protection Corporation - APCOInitial Complaint
Date:04/05/2023
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.
Hello on Tuesday March 28 I took my 2012 ****** Outback into the ****** of ************* for transmission maintenance in order to stay up to date with my Easy Care PowerLife warranty requirements and address shifting issues in the vehicle. IT should be noted that EasyCare was the deciding factor in purchasing my car 5 years ago with the comfort that my family and I would be protected should anything go wrong. The mechanics at ****** alerted me to a need for a new torque convertor which appears as covered on my warranty. After first being told on Wednesday 3/29 by the dealership advisor that an Easy Care rep had assured him the work would be covered, but asked for 24 hours to deliver the warranty company's preferred part - Easy Care delayed the process by requesting maintenance records (which could've been requested up front). In the meantime I am renting a car from the dealership at $35/day and am now on day 9, funds which I do not have on top of the inconvenience. My dealer advisor sent off the required documents Monday April 3 with no response from Easy Care, so that I had to call in today 4/5 to learn that the note still says they're awaiting the records. Everyday this is not resolved I am charged for a car rental. At this point, I simply want Easy Care to honor the torque converter warranty coverage and pay for the inconvenience of car rental charges which at fast approaching $400 the longer they take to review my case.Business Response
Date: 05/04/2023
May 4, 2023
Complaints Team 3
BBB of Metro Atlanta, ****** & NE *******
Limited Warranty Contract Number:PWRQ227517
Limited Warranty Contract Holder:****************************
Issuing Dealer: *******************
BBB Complaint Case #: 19900055
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 request for prior repair authorization presented under the terms and conditions of the POWERLIFE Limited Warranty Contract (****) provided at no cost to ******************* by his Issuing Dealer, ******************* (GJ), referenced above.
As a preliminary matter, please understand that our office was appointed by GJ to perform the sole function of administering the **** and any claim(s) that *** be submitted pursuant to its terms. In that capacity, our office is not responsible for fulfilling any obligation to repair or replace components or provide benefits of any kind. In addition, the **** stipulates that NO PERSON HAS THE AUTHORITY TO CHANGE THIS LIMITED WARRANTY OR TO WAIVE ANY OF ITS PROVISIONS.
Unfortunately, per the terms,conditions, limitations, and exclusions of Mr. ********* ****, the claim has been determined ineligible for coverage at this time, due to the following:
1) To qualify for repair or replacement coverage under the ****, proof of timely performance of all scheduled maintenance as recommended by Mr. ********* vehicle manufacturer, and/or as *** 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 on Mr. ********* behalf to support performance of the manufacturer recommended and/or **** required maintenance, reveals several omission(s) and/or excess(es) beyond the **** established grace ****** for such maintenance intervals.
3) Among those services missing or late include engine oil and filter changes due every six months or ***** miles, a brake fluid replacement due at the 90,000-odometer mile interval, a complimentary powertrain inspection by GJ due at the 90,000-odometer mile interval, etc.
4) Section D (9) of the **** entitled WHAT IS NOT COVERED, contains an explicit exclusion for Any costs if verifiable receipts as required in section B. YOUR RESPONSIBILITIES are not furnished on request.
Regrettably, unless verifiable receipts demonstrating compliance with Section B of the **** are forthcoming,the current status would invalidate the ****, and consequently, any reimbursement for current or future repairs under its terms.
We are grateful for the privilege of being Mr. ********* **** Administrator, and regret that coverage cannot be applied. If ******************** has any additional questions regarding this claim disposition, he is welcome to contact our office directly by telephone at:**************.
Sincerely,
Administrative Offices
P.O. Box 88230
*******, ** 30356-8230
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