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 888050 Atlanta, GA 30356-0050

  
• 

  EasyCare

  PO Box 2368 Norcross, GA 30091-2368

  
• 

  EasyCare

  PO Box 88230 Atlanta, GA 30356-8230

  
• 

  EasyCare

  PO Box 88238 Atlanta, GA 30356-8238

  

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:08/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted the company for 2 weeks for a refund on my gap insurance through email and phone .I have filed no claims and my car was salvaged due to hail damage through ******************* on 07/23/2025.I informed the ***** in ****************** but no update was given .

  

  Business Response

  Date: 08/06/2025

  To whom it may concern:

  Thank you for forwarding Ms. ******* comments to us.

  There has been No GAP Claim started with EasyCare.  The customer will need to contact ********************** at ************** to start a GAP claim on her vehicle.

   

  *** ****

  EasyCare

   

  Customer Answer

  Date: 08/07/2025

   
  Complaint: 23708872
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *****

   

   

  I did not ask for a claim but a refund. 

  

  Business Response

  Date: 08/07/2025

  To whom it may concern:

  If the customer would like to cancel their contract and be refunded, they must contact EasyCare/GWC or their selling dealer.

  Thank you,

  *** ****

  EascyCare/GWC

   

  Customer Answer

  Date: 09/18/2025

  I have not received my refund concerning contracts GAPD80F0B523,egtbef3f11af.I received an email on 08/22/2025 from a manager that both contracts were cancelled and the dealer was to refund me .I went the ***** dealership in *********** and was told that info was incorrect. I am getting the run around about funds i am due as a refund for hail damage on my car .

  

  Business Response

  Date: 09/19/2025

  To whom it may concern:

  Thank you for forwarding Ms. ******* comments to us.  Mr. ***** will need to contact Easycare to initiate a GAP claim before her claim can be processed.

  At this time, No GAP Claim has been submitted to EasyCare.

  *** ****

  EasyCare

• Initial Complaint

  Date:08/06/2025

  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 PowerLife extended powertrain warranty through Key *********** with my F-150. On July 28, 2025, **** of Clermont diagnosed a failed transmission and torque converter. They submitted a claim to EasyCare, which was denied with no written explanation.I asked the selling dealer, Key Scales, to help escalate. They submitted it to their EasyCare **** but again, no reason for the denial was provided.I then emailed Mr. ***** ****** at EasyCare. He replied once, stating the warranty requires that all services be completed by a licensed repair facility. I replied twice asking for clarification or a citation to the contract. He never responded.The warranty actually says services may be performed by a licensed facility not must. The contract clearly distinguishes between the terms may and must elsewhere, so the intent is important. If the warranty required oil changes only be done at a licensed shop, it would have said so. I changed the oil at or before required intervals, used proper materials, and kept receipts and logs.There is also no connection between engine oil changes and the failure of the transmission or torque converter, which are covered components. To this date, I have received no formal written denial based on actual contract terms, nor any mechanical justification.I request that EasyCare reconsider my claim or issue a written explanation citing the contract section they are relying on.

  

  Business Response

  Date: 08/07/2025

  To whom it may concern:

  Thank you for forwarding Mr. ****** comments to us.  We will contact Mr. **** directly to address his concerns.

  *** ****

  EasyCare

  Customer Answer

  Date: 09/03/2025

  ***** ****

    

  Rebuttal:

  EasyCare initially denied my claim (CL11667466) solely on the grounds that my oil changes were not performed by a licensed repair facility. However, in later correspondence with regulators, EasyCare added entirely new reasons for denial, including missing receipts, service intervals, and fluid quantities. These additional reasons were never raised in any of my prior communications. This shifting rationale raises concerns about whether EasyCare is handling claims in good faith or simply moving the goalposts to avoid honoring valid coverage.

  

  Business Response

  Date: 09/05/2025

  To whom it may concern:
  Thank you for forwarding Mr. ****** comments to us.  We will contact Mr. **** directly to address his concerns.
  *** ****
  EasyCare

  Customer Answer

  Date: 09/05/2025

  I am rejecting EasyCares response because their denial reasons have been inconsistent and continue to shift.
  
  Original denial: EasyCare stated my ******* changes were not valid because services must be done by a licensed repair facility. This was the only reason provided to me in writing at the time.
  Later justification: In subsequent correspondence, EasyCare added entirely new reasons for denial, including missing receipts, bulk oil purchases not matching exact vehicle capacity, and the fact that I use a reusable K&N air filter.
  
  Contract ambiguity: EasyCare has admitted that the contract uses the word may (permissive), yet they interpret it restrictively against the consumer. If the contract intended to ban DIY maintenance, it should have said so clearly.
  
  No causal link: Even if some receipts are missing or one oil change slightly exceeded 6 months, the vehicle was still under mileage limits. None of these alleged issues have any causal relationship to a transmission/torque converter failure.
  
  For these reasons, I believe EasyCares denial is not based on a fair or consistent interpretation of their own contract. I respectfully ask that my rejection and these points remain on the public record so future consumers are aware.
  
  
  

  

  Business Response

  Date: 09/15/2025

  To whom it may concern:

  Thank you for forwarding Mr. ****** comments to us.  We will contact Mr. **** directly to address his concerns.

  *** ****

  EasyCare

  Customer Answer

  Date: 09/16/2025

  I reject EasyCares response because it does not address the specific issues I raised. Simply stating they will contact me directly is not a meaningful answer to the complaint.
  
  The problems remain:
  
  EasyCare originally denied my claim solely on the grounds that ******* changes were not valid.
  
  Only later, after I filed complaints with regulators, did they add new reasons such as missing receipts, bulk oil purchase math, and use of a reusable air filter.
  
  They have admitted the contract uses the word may, but continue to interpret it restrictively against the consumer.
  
  None of these reasons are causally related to my transmission failure.
  
  Consumers reading this should know that EasyCare has still not provided a clear, consistent, or fair explanation for their denial.
  

  

  Business Response

  Date: 09/16/2025

  To whom it may concern:

  We have left multiple messages with a direct contact person/number for Mr. **** to call back to discuss his claim concerns. 

  Mr. **** can contact us whenever he is available.

  Thank you,

  *** ****

  EC/GWC

   

  Customer Answer

  Date: 09/16/2025

  
  I reject EasyCares response. I have already spoken by phone with their representative and received follow-up emails summarizing the denial. Their assertion that I have not engaged is inaccurate. The denial originally rested only on ******* changes. Only after I filed complaints with regulators did their legal team introduce new reasons (receipts, bulk oil math, reusable air filter). They admit the contract says may, yet interpret it restrictively. None of these alleged issues caused my transmission failure. EasyCares BBB replies are repetitive and avoid the real issue.
  
  

  Customer Answer

  Date: 09/29/2025

  Better Business Bureau:

  I would like to reject the offer of Arbitration for complaint ID ********.

  Thank you for forwarding the arbitration documents regarding my complaint (#********) against EasyCare. After reviewing the information, I have decided not to participate in BBB arbitration at this time.

   

  I appreciate your assistance in handling my complaint and for the work BBB does to provide consumers a platform to voice their concerns. Please keep my rejection of the businesss responses on file so future consumers can see the full record.

  Sincerely,

  ***** ****

• Initial Complaint

  Date:08/04/2025

  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 ************* from EasyCare and not they are not paying my claim as per the contract signed. I have a balance of $1166.36 and they only paid $188.83. They are claiming they only have to pay out *****% which is not in the contract. The customer service agent could not answer why the coverable percentage was ***** and said would she would call me back the next day since all the supervisors and managers were gone for the day and she never did. The agent that I was emailing regarding the claim is no longer responding. I paid for a service and they are not abiding by the contract. Please help.

  

  Business Response

  Date: 08/04/2025

  To whom it may concern:

  Thank you for forwarding Mr. *********** comments to us.  We will contact Mr. ********* directly to address his concerns.

  *** ****

  EasyCare/GWC

• Initial Complaint

  Date:07/30/2025

  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.

  1 year ago, I bought a used 2022 ****** outback wilderness and bought the extended warranty. I had all maintenance completed. Within 10 months the car overheated and needs new cylinder heads. I am now finding out that the extended warranty DOES NOT cover warranty heads.I am looking at paying for a 6000$ job, out of pocket, with 0 help from sabaru.I called for assistance and the service department told me "before I transfer you over to finance, just know we arnt going to be able to help because of the terms of the warranty" before she even knew anything about my situation. Clearly this is a known scam. Do not shop with them and do not get the ezcare warranty. I am paying over 600$ a month for then next 5 years for a car that is unable to be driven and was unsafe when they sold it to me.

  

  Business Response

  Date: 09/03/2025

  To whom it may concern:

  Thank you for forwarding Ms. *********** comments to us.  W

  An EasyCare Supv spoke to Ms. ********* on 7/31/2025 and reviewed the details of her claim with her.

  *** ****

  easycare

• Initial Complaint

  Date:07/17/2025

  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 a Silver Easy Care Extended Warranty on my Honda CRV and have utilized it one time in 5 years for a timing chain tensioner in 2023. Now 2 years down the road the timing chain tensioner is bad again and needs to be replaced again. In 2023, the Honda dealer in ************, ** asked if I regularly had oil changes to which I said yes and the warranty work was done without any hesitation. Fast forward to today and they have asked for every detailed record of oil changes in which we do not have every receipt (we opt to do them on our own as my husband is an experienced mechanic) and we have recorded all of the mileage and dates as well as the type of oil and filter and the claim has been denied. I have now wasted two days of my vehicle being at the dealer and a $100 of it being diagnosed and 40 minutes one way of traveling to get it there. I am beyond frustrated with the Easy Care process and inconsistency in protocol between the two dates of claims for the same mechanical part when the oil changes have no changed. The onboard computer should also keep track of when the oil was changed as well.I will not recommend Easy Care to others purchasing vehicles nor will I be purchasing one of my next Honda that I will be purchasing in the next year. I would like to know the process for cancelling this current policy. If I knew that doing our own oil changes and knowing they were done well by my spouse would be an issue for the warranty I would have never purchased the warranty in the first place--I was never told to keep receipts.

  

  Business Response

  Date: 07/18/2025

  TO whom it may concern:

  Thank you for forwarding Ms. ********* comments to us.  We will contact Msl ******* directly to address her concerns.

  *** ****

  EasyCare

• Initial Complaint

  Date:07/16/2025

  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.

  Complaint taken in dictation by rep H363137**3238313831H SS I was not aware I signed a contract for gap H323833373438******33H. My car was totaled and I was advised I was required to submit a claim. The business requested information from me regarding this issue. I was able to get the documents faxed. I wasn&#**;t the advised I could not fax the information and was instructed to go to their portal to submit the information. Now, they are requesting more information from me to get the claim submitted. I have concerns about them prolonging this situation. I would like to get this issue resolved as soon as possible.

  

  Business Response

  Date: 07/18/2025

  To whom it may concern:

  Thank you for forwarding Ms. ******* comments to us.  We will contact Ms. ***** directly to address her concerns.

  *** ****

  EasyCare

• Initial Complaint

  Date:07/15/2025

  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.

  Date of Contract: June 19, 2024 Contract Type: StatedCare Contract #: VSCD3B2FDA6C Complaint Summary:EasyCare has refused to cover valid repairs clearly listed under my contract. I followed all required steps: I received a diagnosis of a cylinder head failure, arranged immediate towing, and provided full documentation. Despite this, EasyCare denied the repair citing continued operation after failure, though the check engine light did not activate until June 20, and the vehicle was towed within an hour (verified via ****** Nest camera).Timeline:June 20, 8:55 AM: CEL turned on 9:44 AM: AutoZone scan returned codes ******************* AM: Car returned home; towing arranged to Courtesy Chrysler Dodge Jeep Ram.11:04 AM: Vehicle towed. It was not driven again.July 715: Made 10+ calls to EasyCare. Multiple **** gave conflicting or incorrect info (e.g., claiming thermostats arent covered or that cooling system means AC). I was promised callbacks that never came and told managers do not make outbound callsduring an outbound call.Their Reason for Denial:EasyCare claims the car was driven 200 miles after a DTC was set. However, my technician confirms the misfire code was pending, not active. No CEL was visible, and this is common behavior in Chrysler Pacificas, where a CEL is triggered only after repeated failures.Requested Resolution:I request full coverage of the repair costs I'm entitled to, based on the $6,364.06 quote from Courtesy Chrysler, excluding only the camshaft sensor seal, engine oil, and oil filter. All other items, including the cylinder head and thermostat, are listed in the contract or required to complete a covered repair.Supporting Documentation Available:Repair invoices, diagnostic scans, technician statement, call logs, transcripts, camera footage, and emails. Ive exhausted all internal escalation. If not resolved, I will file with the Georgia Attorney Generals Consumer Protection Division.

  

  Business Response

  Date: 07/16/2025

  To whom it may concern:

  Thank you for forwarding Ms. ******** comments to us.  We will contact Ms. ****** directly to address her concerns.

  *** ****

  EasyCare

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23604809
  
  I am rejecting this response because:
  

  I have demonstrated a clear, well-documented history of exhausting all internal escalation channels with EasyCare, including multiple phone calls, emails, and direct communication with their escalation specialist. No attempt to contact me has been made by EasyCare since their message on this BBB platform. Simply stating they will contact me with no follow-through is not an appropriate or acceptable resolution. I am requesting a substantive written response to the complaint I filed, addressing the issues raised and providing a path to resolution. 
  
  Sincerely,
  ***** ******

  

  Business Response

  Date: 07/17/2025

  To whom it may concern:

  Per Ms. ******** request request, we have sent to her email address, a written communication which outlines the information we discussed yesterday with Ms. ****** via telephone.

  Easycare has authorized $3,796.73 towards the repairs on Ms. ******** vehicle.

  Thank you,

  *** ****

  EasyCare

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23604809
  
  I am rejecting this response because:
  

  EasyCare emailed me on July 17, 2025 (see attached), citing the freeze frame data provided by my repair facility. They claim the warning indicator light (***) was "requested ON" 196 miles before I brought the vehicle in, and therefore I continued to operate the vehicle with an active failure.

  
  This is a mischaracterization of both the data and automotive diagnostic systems. While the Diagnostic Trouble Code (***) was stored at ******** miles, the *** did not illuminate until I turned on the vehicle at 8:55 AM on June 20. I drove directly to have the code read, and the vehicle was promptly towed for repair after that point. No further operation occurred.

  
  I also want to clarify that Warning Indicator Request: ON does not mean the *** was visibly illuminated at that time. As my certified mechanic explained (and Ive shared documentation of), the *** for misfire codes like P0303/P0300 does not illuminate until the system detects multiple failed trips often over cold starts. That design is standard across manufacturers and exists to avoid false warnings. The system was operating as designed.

  
  EasyCares own contract states in Section B:
  Any operation of the VEHICLE that results in further damage... shall not be covered.

  
  This wording matters. The burden is on EasyCare to show that continued operation resulted in additional damage not just that the vehicle was driven after the *** was logged. No such evidence has been provided. There were no visible symptoms, no ***, and the vehicle was towed immediately after the light appeared.

  
  I am again requesting full coverage of the repair costs I am entitled to under this contract. I have attached the freeze frame data and the July 17 email from EasyCare for review.

  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 07/21/2025

  To whom it may concern:

  The repair facility is asking to replace the Cylinder Head on Ms. ******** vehicle because it is warped. 

  Ms. ******** contract excludes warp damaged parts:

  Of a covered part or component that is determined to be clogged,
  restricted, collapsed, blocked, obstructed, overheated, warped, or
  otherwise impeded in its function by any cause or condition that does
  not represent a defect in material or workmanship of that covered
  part or component;

   

  Thank you,

  *** ****

  EasyCare

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23604809
  
  I am rejecting this response because:

  
  This is now the third conflicting explanation Ive received from EasyCare for denying the same repair:
  
  1. No mechanical failure occurred 
  2. Continued operation after the check engine light was triggered
  3. The cylinder head is excluded due to warping
  
  These shifting justifications suggest a pattern of bad faith handling, which may violate the expectations of fair dealing under Georgia consumer protection laws. A warranty provider should have a clear and consistent basis for a denial not a rotating set of explanations in response to continued appeals.
  
  Additionally, the clause now being cited (Section C.1.x) does not exclude warped parts in all cases only those damaged by causes that do not stem from defects in materials or workmanship. In this case:
  
  1. The repair facility diagnosed coolant intrusion into the cylinder, a known and well-documented defect with Chrysler Pentastar engines.
  2. The warping occurred as a result of that internal failure not from lack of coolant, neglect, or overheating.
  3. EasyCare has offered no documentation showing that the warping resulted from any non-defective or external cause.
  
  Absent such evidence, this clause is being used inappropriately and does not justify the denial. Instead, it appears that EasyCare is searching for a way to avoid fulfilling its contractual obligations after the fact.
  
  I am once again requesting full coverage of the repair costs I am entitled to under the StatedCare contract.
  
  Sincerely,
  ***** ******

  Customer Answer

  Date: 07/22/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, and find that Mediation is necessary.

  Regards,

  ***** ******

  

  Business Response

  Date: 07/24/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  ***** ******

• Initial Complaint

  Date:07/15/2025

  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 a vehicle warranty on 6/11/2022 in the amount of $3532.00. The warranty that I purchased is the total care gold option they offered. Up to 7/14/2025 I have filed no claims with this company. On 7/14/2025 a claim was filed with them to replace a leaking oil cooler line. They stated they would not cover it because someone there googled it and ****** said it was a hose which the contract states they do not cover any hoses. The dealership that submitted the claim on my behalf, submitted a claim stating that the oil cooler line was leaking. If you look up the part on ************** parts website it is stated as a line not a hose. No where in the contract does it state is does not cover oil cooler lines but because something someone saw on ****** called it a hose they refuse to cover it. I think this is very unfair and borderline scamming.

  

  Business Response

  Date: 07/15/2025

  To whom it may concern:

  Thank you forwarding the customers comments to us. 

  ****************** has contacted the repair facility and authorized the customers claim for the coolant hose/line.

  Please contact me if you have any questions.

  *** ****

  EasyCare

• Initial Complaint

  Date:07/11/2025

  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.

  Taken by phone staff CM. Consumer states she took her car to a ******* dealership because her oil light was coming on and going off. On Nov 12th they did an oil change and told her to bring it back in ***** miles to see how much oil was used/lost. After inspecting the problem, they informed her they wanted to break the car down so the warranty company can look at it and gave her a rental. Easycare came out to look at the car in Dec and denied the claim saying they didn't see what they needed to see. Consumer states she has called Easycare several times trying to find out why it was denied. Consumer states she is being told that they will not tell her the reason for the denial and it is for their eyes only and cannot release that info to her. She paid $800 for the breakdown of the front of the car. Consumer states the car was at dealership for 5 months while going back and forth with Easycare.

  

  Business Response

  Date: 07/14/2025

  To whom it may concern:

  Thank you for forwarding Ms. *********** comments to us.  We will contact Ms. ********* directly to address her concerns.

  *** ****

  EasyCare

• Initial Complaint

  Date:07/01/2025

  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 a Motortrend Certified used vehicle 2021 **** RS7 (VIN: *****************) from ****************, with ****** miles at the time of purchase. As part of the Motortrend Certified program, I was provided a complimentary EasyCare extended warranty (contract #: MLWD8127DC20) and also purchased an additional EasyCare extended warranty (contract #: VSCE2ACFCF48) for extended coverage.On May 24, 2025, I brought the vehicle to **** Pasadena for service. A coolant leak and torn upper link bushings were discovered during a routine multi-point inspection. EasyCare sent an inspector to assess the issues, but later denied the claim, stating the problems were pre-existing conditions.I have made multiple attempts to resolve the situation by contacting both EasyCare and ****************. The dealership insists the car was fully inspected and any issues would have been addressed during the Motortrend Certification process. EasyCare, however, claims otherwise and refuses to cover repairs unless the dealership calls to confirm the vehicle was problem-free at the time of sale.This has left me, the customer, caught between two partieseach deflecting responsibilityand without support, despite holding valid warranty coverage. Neither EasyCare nor **** West County has taken meaningful steps to resolve this dispute.Desired Resolution:I request that EasyCare honors the extended warranty coverageeither the complimentary or purchased contractand covers the cost of the following repairs:Coolant leak Torn upper link bushings If EasyCare continues to claim the problems were pre-existing, they should communicate directly with **** West County to review the Motortrend Certified inspection records and determine eligibility, instead of requiring the consumer to facilitate this.I am seeking BBB assistance as a final attempt to resolve this issue before pursuing legal action.

  

  Business Response

  Date: 07/01/2025

  To whom it may concern:

  Thank you for forwarding the customers comments to us.  We will contact the customer directly to address their concerns.

  *** ****

  EasyCare