Complaints
This profile includes complaints for EasyCare's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 160 total complaints in the last 3 years.
- 78 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:01/17/2025
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 purchase the easy care GAP policy with my vehicle refi. Im very upset and annoyed with this company if advised anyone and everyone to stay clear ! I suffered a total loss of my vehicle back in November of 2024 !!! I filed my claim on their disfunctional website . I upload everything needed twice at this rate . We are going on month 3 now . I have no heard a word from them every time I email I get told I need to call or a document is missing, that in fact was uploaded. Everytime I login in to their claims portal it just looks as if the claim has not even been processed or reviewed . I have called several times and get told someone will be following up with me in a week ! No one has ever followed up with me ever . Im so sick of this ! 3 months !!! 3 months !!! I have never dealt with a gap policy ever taking this long to process a claim this is beyond ridiculous and there is no excuse for this taking so long. Ive had to pay on my car payment for a vehicle that I dont even have now just because I dont want this to affect my credit score when this **** policy should have already taken place . This is the most inconvenient thing I have ever dealt with . Never buy any type of gap or warranty from these people !
Business Response
Date: 01/17/2025
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:01/16/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My vehicle was deemed a total loss on April ******* I bought a new one a month later a 2024 jeep wrangler same dealership. ************************** paid the lender in July 2024 the warranty holder the next months once we cleared the confusion on which jeep it was 2023 or 2024 at this time 8/24 was given Apco holdings information as they should fulfill my claim. Here it is January and I have to call and find out they are still holding for documents I have medical problems and missed a month of babysitting. I have held on the phone for 45 minutes. Related emails to the one girl in charge. I am frustrated I have not been able to make 2 payments do to health and lack of being able to work. My credit is suffering because I almost 3 months not paying for 23 wrangler. Still nothing I am e mailing daily now. Do not want to hold 45 minutes any longer it has been 9 months since the loss. This is the first time I bought a new vehicle and gap insurance. Please help I am getting no where.Business Response
Date: 01/17/2025
To whom it may concern:
Thank you for forwarding these comments to us. We will contact the customer directly to address her concerns.
*** ****
National Auto Care
Initial Complaint
Date:01/16/2025
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.
In January 2021, I purchased a used 2018 Mustang at ********** in ********, *******. Key Scales also sold me an extended warranty, including lifetime powertrain coverage, through Easy Care.On Jan. 6, 2025, I took the Mustang to AAMCO in ******, *******, after experiencing some grabbing in the transmission. I contacted the Easy Care claims office, which informed me verbally that a claim would be opened. Later that same day when ***** contacted Easy Care after diagnosing a transmission issue, the shop was told my warranty had expired.Easy Care continued to maintain my warranty had expired for the next two days, until **** **********, Banking and Finance Representative at Key Scales, and ***** ****, Orlando District Manager for Easy Care, agreed that my warranty included LIFETIME coverage of the powertrain. ***** then forwarded the maintenance records I provided to Easy Care showing regular oil changes and visual inspections of the sealed transmission system, noting that no leaks or other issues had ever been detected.For the next three days, Easy Care claimed it never received the records, despite a time-stamped email to the correct address. I contacted **** on Jan. 9, who told me to "give it another day." Although I have reached out to **** and Easy Care for updates, I have not heard from **** since then, nor have I been contacted by Easy Care.On Dec. 10, I called Easy Care and spoke to "*****" who continued to claim that the company had never received my maintenance records. When I insisted it had, she was finally able to find the records, but said I still needed to provide information on engine air-filter changes. I pointed out that air-filter changes were included in the oil changes, as noted on the maintenance records. The warranty requires I get Easy Care approval before authorizing any work or the warranty is invalid. But after two weeks, Easy Care has neither approved nor denied the claim, which would, at least, allow me to pursue a legal remedy.Business Response
Date: 01/17/2025
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: 01/21/2025
On Jan. 17, 2025, the BBB notified me that Easy Care had decided to contact me directly. However, the company was entirely unresponsive to my complaint. The company has continued to deny and delay. In more than two weeks, the company's claim department has never once reached out to me to request documentation beyond the initially provided maintenance records. In fact, the company has continued to deny it has received any records, despite the fact that I provided a time-stamped email. When I reached out to Easy Care after several days of the company's deny-and-delay tactics, a claims person named "*****" first denied that any records had been received, then finally conceded that they had, but the person handling my claim was "out of the office." That person has never contacted me. The company initial response to my complaint indicates it plans to continue its deny-and-delay tactics.
Following is the email I sent in response:
To: *** ****, Director of Claims Relations,
CC: ***** ******, Florida District Manager
**** ********, Division Vice President
****** *****, Better Business Bureau of *******
Mr. ****:
I was disappointed that Easy Care's initial response to my Better Business Bureau complaint about the company's handling of my lifetime warranty claim for a transmission issue with my 2018 Mustang was to have Mr. **** continue the company's "deny and delay" approach.
It was Easy Care's decision to deal directly with me, instead of going through the BBB as an intermediary.
As outlined in my complaint, for two days after I filed a claim, Easy Care denied that a warranty existed. It claimed that my LIFETIME warranty had expired.
For the next two days, Easy Care denied that it had received maintenance records, which had been forwarded to the Easy Care claims department by ***** in DeLand.
Since then, over a two-week period, now going on three weeks, not once has the claims department reached out to me.
Deny and delay.
While I provided maintenance records, here are the facts about my claim:
The transmission problem was caused by a failed part in the SEALED transmission system. The warranty covers the powertrain, including the transmission. As a sealed system, the transmission system is not available for regular maintenance. The ****************** does not recommend service for ******* miles. My transmission failed at 65,000.
The sealed transmission system can only be visually inspected for leaks, and as noted on the maintenance records, visual inspections at every oil change showed no leaks to suggest an existing or developing problem. The fact is that no required or recommended maintenance of the vehicle would have prevented the failure of the transmission part.
However, my complaint to the Better Business Bureau is about how Easy Care has handled my claim, about your business practices.
To this day, my claim has not been denied. Neither has it been approved, despite my attempts to contact the claims department.
Instead, after first claiming that my warranty had expired, and then denying it had received any maintenance records, the Easy Care claims department has simply ignored me and multiple calls from *****. Deny and delay, in hopes, I suppose that I will eventually give up and authorize repairs myself, which would invalidate the warranty.
As part of my BBB complaint, I was asked what I wanted from Easy Care to settle the complaint. In Mr. ****** response, written I assume at your direction, there was simply more deny and delay.
Sincerely,
****** D. *****Business Response
Date: 01/22/2025
To whom it may concern:
Mr. ***** had a Vehicle Service Contract and a Limited Warranty on his vehicle.
When the claim was called in by the repair facility 1/6/25, a claim was started on the Vehicle Service Contract. While documenting the details of claim, it was discovered that Mr. ******* Vehicle Service Contract was Expired by mileage.
It was not discovered until the following day(1/7/25) that there was also a Limited Warranty on Mr. ******* vehicle and a claim was started with the repair facility. At this time, Easycare requested Proof of all Maintenance Records for Mr. ******* vehicle. Whatever the reason, EasyCare did not confirm receiving the Service Records until 1/10/25.
At the time of reviewing the service records submitted to Easycare on Mr. ******* vehicle, it was determined that there were service records missing that are required per terms of ******************* Warranty. This information was communicated to Mr. ***** on 1/14/25. I am not sure why the delay in communicating this information to the repair facility or Mr. ****** but I apologize for this delay.
Easycare contacted the repair facility on 1/20/25 to **************** claim because of missing service records.
If Mr. ***** can locate & submit the missing service records to Easycare for review, we can then verify if the required maintenance was done. If we determine that all required maintenance was done on his vehicle - EasyCare will then proceed with the claim.
Mr. ***** can contact me at - ************** if he would like to discuss this matter further,
Thank you,
*** ****
EasyCare
Customer Answer
Date: 01/22/2025
Complaint: 22819470
I am rejecting this response because:Mr. **** fails to mention that the contract I have with Easy Care includes a LIFETIME warranty on the powertrain. That policy number was provided to Easy Care when i initially filed the claim on 1/6/25. For two days, Easy Care claimed my LIFETIME warranty had expired. It took an intervention from the **** dealership that sold me the car and the service contract for Easy Care to belatedly agree that I have a valid warranty.
I provided service records, through ***** in DeLand, on 1/7/25.
To this day, Easy Care has not contacted me about records that Mr. **** now claims are "missing."
I reached out to ***** ****, Orlando District Manager for Easy Care, regarding the status of my claim on multiple occasions, only to be told to "give it another day." I called the Easy Care claims number on 1/14/25 -- Easy Care did NOT contact me as Mr. **** contends -- and spoke to "*****." who initially denied that any records had been received, then conceded they had, and said they didn't include engine air-filter or cabin air-filter changes. If told her the oil-change and multipoint inspection service records I provided all indicated that the engine air-filter was also serviced. I also told her that as the car owner, I change the cabin air-filter, a piece of equipment that has nothing to do with the transmission or the performance of the car.
***** then told me the person with my records was not in the office at the time, but she would have him call me back. I never received a call back. To this day, Easy Case has not indicated what records are "missing." Instead, Easy Care continued to ignore my claim, until I contacted the BBB.
Telling me weeks after the claim 2 1/2 weeks after the claim was filed is not acceptable. Even in his response, Mr. **** does not say what records are supposedly "missing," yet another example of the company's deny and delay policy.
I have now had my transmission fixed. Easy Care can either pay for the cost of repairs and the car-rental expenses I incurred because of it deny-and-delay policies, or I can seek remedy elsewhere.
Sincerely,
****** *****Business Response
Date: 01/23/2025
To whom it may concern:
Per the terms of ******************* Warranty - it states:
"You agree to Maintain the covered vehicle in accordance with the manufacturer's stated periodic maintenance recommendations and this limited warranty's guidelines, and keep all receipts of such service. See Section "B" Your Responsibilities". I have attached a copy of ******************* Warranty for review.
Section B. Your Responsibilities States:
To Keep this LIMITED WARRANTY valid, You must have your vehicle service as recommended by the Vehicle manufacturer with the following exception if different from the manufacturer's recommendations: ********** & filter changed every 6 months or ***** miles-whichever occurs first.
*** ***** has owned this vehicle for ***** days and ****** miles - this would require *** ***** to submit 7 Maintenance Records for his vehicle showing what maintenance was performed on his vehicle during this time period.
Our Records indicate that only 3 Maintenance Records were submitted by *** ***** to EasyCare.
*** ******* claim was Denied because the required maintenance for his vehicle was not done as outlined in his Limited Warranty.
If *** ***** can locate and submit the missing maintenance records to EasyCare, we are willing to review his claim and verify the maintenance required was performed, and move forward with his claim.
I have called *** ***** 2 times this week to discuss his claim - and was unable to reach *** *****.
Thank you,
*** ****
EasyCare
Customer Answer
Date: 01/23/2025
Complaint: 22819470
I am rejecting this response because:I have attached a package of three email, two sent to Mr. **** and one, a timeline of events, that was sent to the Atlanta BBB office on Jan. 22, 2025.
In addition to EasyCare's deny-and-delay fraudulent practices, Mr. **** continues to make inaccurate statements.
First, I submitted service records for five oil changes and multipoint inspection services, not three, as Mr. **** claims. Those records were for at oil change at Classic Lube in ****** in 9/21, ****** **** in ****** in 6/22, ****** **** in ****** in 1/23, ****** **** in ****** in 9/23, and Classic Lube in ****** in 5/24. Another oil change was due, and scheduled, in December 2024, however service was delayed when the transmission issue developed, and ****** **** advised that its transmission person would be unavailable until late January 2025. When I spoke with "*****" at EasyCare on Jan. 14, I said I also had the car serviced one other time -- it's noted on my calendar -- but wasn't sure where. I said I may be able to track it down, if necessary. She said the person reviewing my claim would get back to me, but no one ever did.
Second, as noted above and in my emails to Mr. ***** no one from EasyCare ever, from the day I filed the claim on Jan. 6 to today, has ever requested additional service records. Since ***** in ****** submitted the service records noted above, no one from EasyCare ever contacted ***** about needing additional service records. For two weeks, both my efforts and efforts by the service manager at ***** to get updates on the status of my claim were ignored. As I knew the submitted records were sufficient.
Third, I have now moved on. I have had the car repaired. I am no longer interested in dealing with EasyCare and its shady business practices. In order to settle my claim, I have asked EasyCare to pay for my repairs and car-rental expenses incurred because of its deny-and-delay business practices, and to reimburse me for the $2,100 I paid for the warranty it now refuses to honor in 2021, with 5% per year interest.
EasyCare has not responded in good faith.
Sincerely,
****** *****Business Response
Date: 01/24/2025
To whom it may concern:
Per the terms of ******************* Warranty - it states:
"You agree to Maintain the covered vehicle in accordance with the manufacturer's stated periodic maintenance recommendations and this limited warranty's guidelines,and keep all receipts of such service. See Section "B" Your Responsibilities". I have attached a copy of ******************* Warranty for review.
Section B. Your Responsibilities States:
To Keep this LIMITED WARRANTY valid: You must have your vehicle service as recommended by the Vehicle manufacturer with the following exception if different from the manufacturer's recommendations: ********** & filter changed every 6 months or ***** miles-whichever occurs first.*** ***** has owned this vehicle for ***** days and ****** miles - this would require *** ***** to submit 7 Maintenance Records for his vehicle showing what maintenance was performed on his vehicle during this time period.
Our Records indicate that only 3 Maintenance Records were submitted by *** ***** to EasyCare.
*** ******* claim was Denied because the required maintenance for his vehicle was not done as outlined in his Limited Warranty.
If *** ***** can locate and submit the missing maintenance records to EasyCare, we are willing to review his claim and verify the maintenance required was performed, and move forward with his claim.
I have called *** ***** 2 times this week to discuss his claim - and was unable to reach *** *****.
Thank you,
*** ****
EasyCareCustomer Answer
Date: 01/26/2025
Complaint: 22819470
I am rejecting this response because:See attachments.
Sincerely,
****** *****Business Response
Date: 01/27/2025
To whom it may concern:
Per the terms of ******************* Warranty - it states:
"You agree to Maintain the covered vehicle in accordance with the manufacturer's stated periodic maintenance recommendations and this limited warranty's guidelines, and keep all receipts of such service. See Section "B" Your Responsibilities". I have attached a copy of ******************* Warranty for review.
Section B. Your Responsibilities States:
To Keep this LIMITED WARRANTY valid: You must have your vehicle service as recommended by the Vehicle manufacturer with the following exception if different from the manufacturer's recommendations: ********** & filter changed every 6 months or ***** miles-whichever occurs first.
Mr. ***** has owned this vehicle for ***** days and ****** miles - this would require Mr. ***** to submit 7 Maintenance Records for his vehicle showing what maintenance was performed on his vehicle during this time period.
Our Records indicate that only 3 Maintenance Records were submitted by Mr. ***** to EasyCare.
Mr. ******* claim was Denied because the required maintenance for his vehicle was not done as outlined in his Limited Warranty.
If Mr. ***** can locate and submit the missing maintenance records to EasyCare, we are willing to review his claim and move forward with the repairs if all the required maintenance was completed.
Thank you,
*** ****
EasyCareCustomer Answer
Date: 01/27/2025
Complaint: 22819470
I am rejecting this response because:In his response, Mr. **** says, "Our Records indicate that only 3 Maintenance Records were submitted by Mr. ***** to EasyCare."
This is false.
Five sets of records were submitted to EasyCare via email on 1/7/25.
I recently received a request from Ms. ***** at the BBB to copy her on the email originally sent to EasyCare. That was done last week.
In addition, on 1/26/25, two additions sets of maintenance records were sent to Ms. ***** and the BBB. Those addition records were not sent directly to EasyCare because after first indicating EasyCare would communicate with me directly, Mr. **** then decided to communicate through the BBB. My understanding, per Ms. ****** is that she would forward the additional records to EasyCare.
Between the five sets of records sent directly to EasyCare on 1/7/25 and the two records conveyed to Ms. ***** and the BBB on 1/26/25, I have now submitted the seven records of oil changes requested by Mr. ************************************************* *****
Customer Answer
Date: 01/30/2025
Better Business Bureau:
I would like to reject the offer of Mediation for complaint ID ********.
Throughout this process, Mr. **** has been unresponsive. I have provided maintenance records to Mr. **** and the BBB showing seven oil changes during the period I have owned the car; eight if you count the oil change at the time of purchase. Mr. **** has said EasyCare would honor the warranty if I provided a record of seven oil changes during that period. I have no expectation that he will now participate in good faith with BBB moderation. In addition, I am wholly disappointed with the "resolution specialist" assigned to my complaint. She repeatedly contacted me outside the complaint portal, using her business email, and when I responded she said the information I provided could not be added to the file. I asked how to ensure that the service records were made a part of the official process, and she blew me off. I am also concerned that a complaint from a resident of *******, over a warranty sold in *******, was assigned to the BBB office in the same town in ******* where the headquarters of the business the complaint was filed against are located. As a former investigative reporter, I find the very real likelihood of a conflict-of-interest disturbing. In short, based on my experience over the last two weeks, I no longer have any confidence in the BBB. However, I do not consider this complaint closed.
Regards,
****** *****
Initial Complaint
Date:01/08/2025
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 bought an extended warranty that specifically covers wheel and tire due to hazardous roadway conditions. I hit a pot hole, and my wheel is bent beyond repair and beyond drivable. Theyre trying to tell me my tire has to be flat in order to cover it but the warranty doesnt say that.Business Response
Date: 01/09/2025
To whom it may concern:
As of today, No Claim has been started on this contract.
Please have the repair facility contact Easy Care to start a claim.
Thank you,
*** ****
Easy Care
Customer Answer
Date: 01/09/2025
Complaint: 22784272
I am rejecting this response because I spoke with multiple people on the phone yesterday from EasyCare and they confirmed that they wouldnt cover it because my wheel wasnt bent enough to cause a flat tire. But my wheel was deemed undriveable by the dealership.
Even though the terms and conditions say theyd cover a manufacturer wheel and/or tire due to hazardous roadway conditions.
the woman I spoke to on the phone told me my situation qualified for coverage but my wheel wasnt bent enough to cause a flat tire. Still not drivable. Still wont cover it.
Sincerely,
******* ******Business Response
Date: 01/09/2025
To whom it may concern:
As of now, No Claim has been called into Easy Care on this vehicle with details of what is failed and what needs to be replaced.
We need to have all the details of the repair before we can make a decision on coverage.
Please have the repair facility contact Easy Care to start a claim - with complete estimate of repairs.
Thank you,
*** ****
Easy Care
Initial Complaint
Date:12/27/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a 2015 F150 that I bought new and have had under this company's extended warranty from the day purchased. In early Dec 24 and engine check light came on and the **** Dealership diagnosed two repairs needed for $2400. When the dealership contacted Easycare they said this was not a covered event. I confirmed with Easycare. Thanks for playing, we will bill you next month for Easy-nocare I was paying $185 per month for maintenance for a 30 month extension. I'm 6 months into the contract. Over the life of the 2015 F150 I estimate Ive paid Easy nocare over $10,000. It took me a few hours on 12/27/24 to get the contract canceled at least i think its canceled. You never know when you are dealing with a ripoff artist. Be careful working with these folk they are easy to set up a no care plan but are a little difficult to cancel. By the way, a lot of credit unions offer extended plans that cover more for much less money. Actually a person at the dealership recommended one close to me and I'm very happy with the new plan and it saves me more than the $2400 repair. Just a word to the wise. Happy shopping !!!!Business Response
Date: 01/06/2025
TO whom it may concern:
Thank you for forwarding these comments to us. We will contact the customer directly to address her concerns.
*** ****
Easy Care
Initial Complaint
Date:12/18/2024
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 bought the vehicle and the service plan from the dealership 2 years ago. The coverage is power train from 96k miles to 196k miles. The vehicle has 148k miles. 12/2 i take the car to the dealer for oil change and engine tick. They call easy care to fix and they say no we will fix when it fails. 12/6 the lifter drops in bank 1 inside the motor. Tow to dealer. Dealer verifies it's under warranty and sends in for repair. EC asks for oil change recipts so I send them all. They deny getting 2 of them, I resend, then they say they are missing one from 9/20/23 I ask how.they know the date If it's missing. They laugh and say "ope found it" then tell me they have what they need and it's covered will notify dealer this was 12/13. I hear nothing from ** or Dealer, call again Tuesday same bs. Missing documents i re send for 6th time. Then they say contract says i must change oil every 7500 miles and 1 OC went 7517. I read contract and send them screenshot. It states " vehicle must be maintained based of manufacturers recommendations" gm says 7500 to ***** miles per change and their contract says you have 1000 mile window. So i prove them wrong on that. Then they say it's approved waiting on notification then today I'm told the adjuster will be there by Monday to inspect (they already had pictures and video of the lifter damage as it's apart. I ask for extension past 7 days for rental as they were dragging feet, that was denied based of contract. Im out 2 weeks of rental coverage at this point. I asked for a refund based off their policy and was denied. I feel this is fraud and they are blatantly trying to not fix my vehicle. I paid 5200 for the warranty and haven't used it. They then said "the vehicle is a high mileage vehicle" i said yeah I know and you knew when you sold me the contract and took my money. Now the dealer is saying they are not paying enough to complete repairs. I need help and this is clearly fraud. *******************************************Business Response
Date: 12/19/2024
To whom it may concern:
Thank you for forwarding the customers comments to us. We will contact the customer directly to address his concerns.
*** ****
Easy Care
Customer Answer
Date: 12/19/2024
Complaint: 22705699
I am rejecting this response because: i have been trying to speak with someone other than a "customer service **** for a week now. The company policy is a call back within 48 hours. That has been surpassed with no call 3 times. I have left 2 messages with the manager "****" 2 times one was over 48 hours ago and still no call back. Now they are only fixing the actual part. They are tryong to deny the head bolts and velum pump which is a required fix when doing this work by **. The dealer also told me that easy care "has never denied these parts on any other repair like it" so they are discriminating against me for some reason. In the contract it states I must follow manufacturers recommendations on maintenance or they will deny claim. I have done that. Why should this company be able to ignore gm recommendations when fixing. If you do not replace the head bolts they will leak. If you don't install velum the lifter will drop again and the vehicle still has 48k miles left on its warranty. I am responsible for $250 it's not fair to try and make me pay 1000 or parts that need replaced based off a failed part that is covered. I need a call back before noon or i will officially file my small claims case which is prepared and ready against easy carei have also offered more than 1 time for a contract cancelation if they refund me the $4,981.00 i paid for a fraudulent VSC. The service is terrible and the company at this point is a joke
**********
Sincerely,
****** *********Business Response
Date: 12/19/2024
To whom it may concern:
Easy Care has added the Manifold/Vlom to the claim, along with the other parts requested for the engine repair.
We will be calling the repair facility to update the claim totals.
*** ****
Easy Care
Customer Answer
Date: 12/19/2024
Complaint: 22705699
I am rejecting this response because: nope they are still saying they are not being paid formanifold bolt extraction
new manifold bolts
wiring harness
Also I have been in a rental since 12/6, claim was called in 12/11. Your company only allows for 6 days. It is 1000% easy cares fault it has taken this long to approve repairs and now the shop isn't sure when the vehicle will be repaired. I feel that I should not be required to be further oop due to easy cares slow nature. I was asked for my oil changes documents 12/12 I sent them 12/12 @ 1530. I did what I was supposed to do based of the contract and then some. The delay is all on you all and unless my rental from 12/11 - completed is covered i will not accept any other resolve and will be forced to finalize the small claims application i prepared to submit today. This whole process has been an absolute nightmare.
I have also requested to cancel the remaining 47% of my VSC with easy care and get a refund for that time frame so I can purchase a warranty from a more reputable, reliable company with decent customer support.
Any further questions you may contact me @ *************
Sincerely,
****** *********Business Response
Date: 12/20/2024
To whom it may concern
We have spoken to the customer and explained to him what we could cover per the terms of his contract.
If the customer would like to cancel their contract, they need to contact their selling dealer to start the cancellation process.
Thank you,
*** ****
Easy Care
Customer Answer
Date: 12/20/2024
Complaint: 22705699
I am rejecting this response because:You have NOT spoken to me about these issues outside of the repair. I thinks it's embarrassing for your company to have to be taken to the BBB to make you do the right thing. Also my rental should be covered from 12/11 until I get my vehicle back due to your inability to take care of my claim in a timely and efficient manner.
if my expectations are not met i will be forced to finalize my small claims suit. If my rental is not covered, that will be my next step. In that case i will be also asking for my time and suffering due to easy care negligence as it is easy cares fault i had to go past the alloted 6 day rental allowance. It was at no fault of my own.
my small claims suit will be for $5,000, the max amount alowed per Missouri law.
i would like to solve this matter outside of court but I am prepared to go that far. We are nowadays 10 of rental and that is due to Easy care slow response.
***
**********
Sincerely,
****** *********Business Response
Date: 12/20/2024
To whom it may concern:
Easy Care has authorized the requested amount for the Lifter repair and are contacting the dealership to review the new totals.
The Wiring Harnes is not a covered item on this contract and it remains denied.
Rental has been authorized as allowed per the terms of the contact. The customer has been instructed to submit the final rental receipt for review, and we will determine if any rental beyond the terms of the contract can be paid.
*** ****
Easy Care
Customer Answer
Date: 12/20/2024
Complaint: 22705699
I am rejecting this response because:The rental needs to be paid the entire time. I vwrified with a customer service agent that ALL maintenance documents WERE RECEIVED 12/12/24 @1540. I have the email recipts and proof they were all sent. Once those were received, all easy care had to do was approve the repairs. THEY CHOSE to delay the repairs and attempt 3 more ways to get out of paying the claim. When all failed I had to resort to BBB and FTC and threaten legal to get covered repairs approved.
I Proved on 12/12/24 that I have held up my part of the contract. Had easy care acted in my best interest and approved repairs, i would of had my vehicle back 12/14/24 and they would only had to oay 4 days rental. Again this was failure on easy care not me.
i spoke to the mechanic and the service department in detail. They say usually easy care claims are approved and repaired in under 6 days.
Why was mine different. No response will be satisfying other than full repair, and full rental cost from 12/11/24 paid in full by easy care. That is the fair resolution. It's that or this continues as well as small claims suit which is a click away from being filed.
The ball is in easy care court
Sincerely,
****** *********Initial Complaint
Date:12/14/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a total coverage warranty with this company through the dealership I bought my car from, my car now needs a new engine and its been almost 6 months since and the company easy care has not gotten back with the dealership to give them the green light for the repair of my car, I am within the mileage and have all my oil change receipts, the dealership where my car is and who is handling the process with easy care is ************* **** US-45 #****, ********, KY *****Business Response
Date: 12/16/2024
To whom it may concern:
The repair facility contacted Easy Care on 11/21/24 and were asked to diagnose the problem and call EC back with their findings and answers to some Powertrain questions that we sent the repair facility.
As of today, 12/16/24, we have not heard back from the repair facility.
Please have the repair facility contact EC to proceed with the claims adjudication process.
*** ****
Easy Care
Initial Complaint
Date:12/13/2024
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 was sold Gap Coverage when purchasing a vehicle through ********* ****** in **************. EasyCare is the company to which they use to provide their Gap coverage. My car was later totaled and rendered a total loss. My insurance company issued a total loss payment on my vehicle and EasyCare has since been a total nightmare to work with. Unlike other Gap companies- all documentation from all sources has to be gathered and uploaded by you to their website. A lot of times this website does not work. Today I received a notice to my email that all documentation needed to process my claim had not been received. The item that they state they need is listed as an "optional" document to upload not a required document. In their notice to me they also state that they will no longer notify me of what documents are missing. This is pure insanity as the document that they are advising was needed to process this time isn't even listed as required documents. I go to the website to upload the document and I see that information that was uploaded previously with photographic proof of upload is now missing and there is no way to submit the new form that they are requesting. I'm calling them tomorrow and also filing an attorney general complaint. BUYER BEWARE!!!! There are hundreds of complaints against EasyCare for delaying and denying claims. Please do not purchase a vehicle with any kind of warranty from EasyCare. It's obvious they are happy to take your money but not provide the service paid for.Business Response
Date: 12/16/2024
To whom it may concern:
Thank you for forwarding Ms. ****** comments to us. We will contact Ms. **** directly to address her concerns.
*** ****
Easy Care
Customer Answer
Date: 12/17/2024
Complaint: 22685692
I am rejecting this response because: Easycare contacted me and their response was that they needed the Declarations page because I had added so much mileage on the vehicle while owning it. They stated that two adjusters would be reviewing the claim given the amount being $8000. Whats left after insurance paid is $11,000. No mention of their website errors. Attached is proof of where I provided the lenders information when filing the claim (it wont let you go forward without doing so) and a second screenshot where Easycare took that information out and now states the claim isnt even started. I tried to review the claim progress and its now stating that without the lenders information that they cant go forward. That section can no longer be edited either because the claim was already submitted. Submitting a BBB complaint did get the company to call though so if Together credit union is the lender- Easycare pay the gap claim and stop the nonsense!!!!
Sincerely,
******** ****Business Response
Date: 12/18/2024
To whom it may concern:
I forwarded the original complaint to the ******** for review. The *** *** told you that there are documents that we must have to process a *** claim. I am sorry if the customer submitted the required documents and Easy Care misplaced them, but we cannot process the claim without them. Please resubmit the documents that you were notified that are missing so we can process your *** Claim.
Thank you,
*** ****
Easy Care
Customer Answer
Date: 12/18/2024
Complaint: 22685692
I am rejecting this response because: AGAIN. This cant be edited on your site!!!!!!!! As Easycare is the one who took it out!!!! You responded to my complaint so obviously youre aware the lender is together credit union. I will be calling today to inform EasyCare over the phone. As well as officially contacting the ************************ with my complaint. I will go to every review site. I will go to ********* Nissian and gather all the complaints against Easycare until they are forced to drop your service by demands of their customers. *** I assure you- I will become such a thorn in Easycares side- you will wish your company did the right thing and paid the gap claim as they were paid to cover in the first place!!!!!! Youre delaying, denying and defending!!!! Seems like America just showed how they feel about insurance companies doing such a thing.
Sincerely,
******** ****Initial Complaint
Date:12/12/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased my vehicle in *********** in April 2023 primarily due to the warranty it offered. Unfortunately, now in October 2024, my transmission requires replacement, despite owning the vehicle for less than two years and driving under ****** miles.Initially, I took the vehicle to one shop and waited a week after submitting the warranty claim, only to learn that I needed to provide receipts, which I was not informed about in advance. After submitting the required documentation, I discovered a few receipts were missing, which prompted me to reach out for an update. Following this, I opted to change mechanics, leading to the cancellation of the previous warranty claim.I then brought my vehicle to another shop nearby for assessment and to submit a new warranty claim. However, after waiting a week and proactively contacting the warranty company, I was informed that I needed to resubmit all receipts ******** has now been a month without my vehicle, and I have needed to rent a car twice due to this ongoing issue. I believe there has been a significant lapse in communication, resulting in wasted time and unnecessary expenses. I would like to request reimbursement for the rental costs incurred and kindly ask for the prompt approval of my warranty ******** primary goal is to have my car repaired so that I can resume driving it. I appreciate your attention to this matter and look forward to a resolution.Business Response
Date: 12/12/2024
To whom it may concern:
Easy Care is currently in the process of authorizing the customer's claim.
Unfortunately, the warranty the customer has on their ******************** does not cover Rental.
Thank you,
*** ****
Easy Care
Customer Answer
Date: 12/12/2024
Dear Better Business Bureau,
I have reviewed the response provided by the business regarding complaint ID ******** and find that the proposed resolution does not meet my expectations. I spoke with a representative at Easy Care today, who informed me that I should submit my receipts for a refund for the rental, as I was not adequately informed of the need for receipts on two occasions in a timely manner.
Thank you for your attention to this matter.
Sincerely,
******* *****Business Response
Date: 12/16/2024
To whom it may concern:
Substitute Transportation Services/Rental are not covered under the terms of your Limited Warranty.
Please see attached copy of your Limited Warranty - I have highlighted the section on page 2 showing where Rental/substitute Transportation is Excluded.
Thank you,
*** ****
Easy Care
Initial Complaint
Date:12/10/2024
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.
Back on November 15, 2018 I purchased a 2017 ****** Maxima with at tha time approximately ****** miles. I also included a extended warranty through Easycare which totalled $4,000.The day after purchase I called to get more information about the Extended warranty and was told that I would have to drive five hours back to the dealer ship to have my car serviced due to me residing that amount that far away. After hearing that I told the Salesman to cancel the Extended warranty policies. The salesman stated that he would do so immediately. I have since learned that policies weren't cancels until March 31, 2019 and that Easycare she has all policies active. Easycare along with ***** used cars the dealership are not reputable companies and should be ashamed of how they manage there businesses.Business Response
Date: 12/11/2024
To whom it may concern:
Thank you for forwarding this message to us. We will contact the customer directly to address their concerns.
*** ****
Easy Care
Customer Answer
Date: 12/11/2024
Complaint: 22669764
I am rejecting this response because:
Sincerely,
****** BostonBusiness Response
Date: 12/11/2024
To whom it may concern:
We spoke to the customer, and the customer is stating that there is a discrepancy in the cancellation dates of her contracts. The customer stated the cancellations should have taken place on 11/16. We advised the customer this contract is non- cancellable; however she would need to reach out to the selling dealer and speak to someone in the accounting or finance department regarding the correct cancellation date for any other contracts that were cancelled. The customer stated she has already done this with no assistance. Her complaint is they are incorrect dates and selling dealer won't change them.
Unfortunately, Easy Care has done all that we can do in assisting in this matter.
Thank you,
*** ****
Easy Care
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.