Complaints

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:05/29/2025

  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.

  Purchased 2017 ****** from friendly auto gallery on drive home the engine went. This was in February. I have been fighting with them sense. My car needs an engine and the warranty company keeps losing paperwork on purpose and lying I just want the engine replaced in my car

  

  Business Response

  Date: 05/29/2025

  To whom it may concern:

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

  *** ****

  GWC

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23391288
  
  I am rejecting this response because:  they did contact me but crater auto in **********, ky did not accept the agreement so I now have to start over again and find someone who is willing to deal with this c*** insurance to fix my car. I am moving to ******** at the end of the month and will be towing my ****** back there so now it will be six month that I have had this car, making payments and no resolution from gwc warranty

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

  

  Business Response

  Date: 06/02/2025

  To whom it may concern:

  GWC has explained to both repair facilities that they must get the customers permission to diagnose the engine failure and call us back so we can inspect the vehicle to verify the failure. As this time, no diagnosis has been completed and the findings been reported to GWC.  Once diagnosis is performed, Mr. ******* repair facility can contact GWC and we will inspect the vehicle to verify the failure.

  Thank you,

  *** ****

  GWC

   

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23391288
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 06/05/2025

  Twice my ****** was at two different places to be repaired and **** warranty claimed they were not contacted. They are liars crater city had started a claim and was never able to get a response from ***. They are liars same thing happened at ************** in *********. They say they are trying to help but they dont.  Once I turned them into BBB they started paying attention but by that time crater city had enough of the ** and told me to get. Y car out of there

   

  

  Business Response

  Date: 06/05/2025

  To whom it may concern:
  
  GWC has explained to both repair facilities that they must get the customers permission to diagnose the engine failure and call us back so we can inspect the vehicle to verify the failure. As this time, no diagnosis has been completed and the findings been reported to GWC.  Once diagnosis is performed, Mr. ******* repair facility can contact GWC and we will inspect the vehicle to verify the failure. 

  
  Thank you,
  
  *** ****
  
  GWC

• Initial Complaint

  Date:05/28/2025

  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.

  My husband and i purchased a brand new 2021 Jeep Cherokee Trail hawk from Lithia Dodge on the north side of ******* ** in February of 2021. This Jeep only had 7 miles on it. We purchased a extended warranty for 100k miles or 5 years when we bought this car. As a purchaser of a brand new car you hope to never have to use these warranty's. For the last four years we have taken our car to ****** for all its oil changes and inspections twice a year. On April 28th of ******************************************************************************************** I quickly pulled over and had it towed to the dealer after i verified that if would be covered under our extended warranty. After waiting three weeks we received a phone call from lithia stating the warranty denied the claim and then told us it would cost 15k to fix it. They claimed it got denied because there was a spot of rust in the transfer case and that caused the transmission to fail. After asking several times how it could of rusted in a enclosed unit no one could give me an answer. There was no damage to the outside of the unit they only seen an issue once they opened the transferase up. *** has failed us and we would never purchase there product again.

  

  Business Response

  Date: 05/29/2025

  To whom it may concern:

  We cannot locate a contract for **** ***** with the information in this complaint.

  We will need a Contract or VIN # to search for Ms. ******* contract.

  *** ****

  GWC

• Initial Complaint

  Date:05/28/2025

  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.

  In March 2025, GWC Warranty authorized the replacement of the transmission in my 2017 **** Explorer under my active contract. The repair shop initially quoted *** for the part and labor, but *** rejected the quote because the part only included a short warranty. They required the transmission to have at least a 1-year warranty and stated that they would supply the part themselves through their preferred vendor, then pay the shop for labor.The transmission provided by *** was installed in March 2025. Within 2 weeks, I noticed major performance issues, and by May 2025, the shop confirmed the transmission was leaking and had a cracked casing. The failure occurred in less than 90 days, which is not a wear-and-tear issue its a defective part failure.Despite this, *** has refused to cover the part or any repair, citing that my contract expired due to odometer mileage. However, this is a failure of the part *** provided under their own standards, and not a new claim. I am not asking for new coverage Im asking for *** to honor the implied or stated warranty on the part they selected and supplied.I have made multiple written requests for:The name of the vendor who supplied the part The warranty terms on the part *** required and provided Documentation of the original claim and internal notes related to the repair GWC has refused to release any vendor or warranty information, and they have now stopped responding altogether instructing me to call rather than putting anything in writing. This seems like an attempt to avoid written accountability.Sincerely,***** ***** ************ Vehicle Vin #: *****************

  

  Business Response

  Date: 05/28/2025

  To whom it may concern:

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

  *** ****

  GWC

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23386149
  
  I am rejecting this response because:

  I have made it clear multiple times that I am requesting a written resolution to my concern.
  
  
  I attempted to resolve this issue directly with GWC by email and submitted detailed questions about the part they supplied including the vendor warranty and the reason they denied the shops original quote due to insufficient part warranty. *** responded only by telling me to call customer service, and when I reiterated my need for a written response for documentation and legal review, they stopped responding entirely.
  
  
  This complaint will remain open until GWC provides a written response addressing the following:
  
  
  Why *** required the repair shop to supply a transmission with a 1-year warranty, but now denies coverage on the defective vendor-supplied part that failed in less than 60 days.
  Whether the vendor-supplied transmission carried any form of warranty, and why that information has been withheld.
  Why no replacement has been provided despite an early and confirmed part failure during the original contract period.
  
  
  I am not asking for new contract coverage I am seeking accountability for a defective part supplied under contract and a transparent explanation of warranty obligations. Unless these questions are answered in writing, this matter is not resolved.
  
  
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 05/30/2025

  To whom it may concern:

  We have contacted our supplier, and the supplier will contact the repair facility about repairing the transmission in the vehicle or supplying a 2nd Transmission for this vehicle.

  Please contact me if you have any questions.

  *** ****

  GWC

   

• Initial Complaint

  Date:05/21/2025

  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.

  Being told that the strut bearing will not be covered until it completely fails. There is no wording stating the part has to completely fail. My car will not pass inspection due to the issue with the strut. This is creating a safety hazard due to the fact when the strut bearing fails there is a high chance it will cause an accident. The warranty department has not documented my case with the dealership accurately. When I purchased this warranty I asked for the same coverage as I had with easy care. I was misled and was not sold the correct warranty. There have been several issues with my vehicle and claims denied because of the wrong coverage sold to me.

  

  Business Response

  Date: 05/22/2025

  To whom it may concern:

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

  *** ****

  EasyCare

• Initial Complaint

  Date:05/20/2025

  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.

  GWC Warranty claim They are sold through a company called *********** but *** is the parent company. Sold to me when I bought the car used from a **** dealer in July 2024. 2/03 - Check Engine light came on. 2/04 - took to autozone to read the code. Code was for a misfire in cylinder 2 or 3. 2/05 - I decided to change the spark plugs. 2/08 - Spark plug broke off in the block. 2/11 - Had the car towed to my local mechanic. 2/12 - They had seen this before, the root cause was a defect in the engine block, it needed a new engine. 2/13 - had the car towed to the local **** dealership. 2/14-2/17 had a snow storm. 2/18 Dealer called me, I explained the situation. Told them about the warranty I got for another **** dealership. 2/20 Got a call saying that yes the car had the block issue and needed a new engine. I explained about the warranty and they said **** had no record of this. I looked back at the documentation and it was under a company called ********** but the document had no phone number or contact on it. The dealer helped me **** down a customer service number for ********** 2/27 we were finally able to file a claim. 3/3, 3/4, 3/6 called to get progress - none. 3/7 got word from the dealer that they wanted authorization to tear the engine down at my expense. At this point I said no. 3/10 I was told they would only cover replacement of the head gasket. The dealer told them the fix may last a couple of weeks. 3/13 Started the back and forth of phone calls and relay messages, somewhere in that time we were transferred to the supervising company. GWC warranty and ************. 3/28 The dealership and I call together and finally got them to send an inspector out. 3/31 Inspector came out viewed the car came to the same conclusion as both mechanics. 4/1 - 4/14 calls and left messages no progress. 4/15 Dealer called to say they still denied the claim even though they agreed it needed a new engine. - One frustrated, highly dissatisfied customer. More if needed

  

  Business Response

  Date: 05/21/2025

  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: 06/05/2025

  I made a complaint here with the BBB in May. It says they contacted on my previous complaint and they did not. I did not hear from them and they did not try to contact me per the usual. I have been going back and forth with this company in its many forms to solve this and they refuse to even call me back. NEVER do business with any one of the ************* companies. Total scam artist. I have asked the dealership that sold me this lie to no longer sale this "product"

  

  Business Response

  Date: 06/09/2025

  To whom it may concern:

  Per the inspection report - the engine block is warped twice the manufacturer specifications; the engine overheated at some point for this to occur.

  Per the terms of Mr. ********* contract, damage caused by overheating or warpage is excluded for coverage.

   

  *** ****

  EasyCare

• Initial Complaint

  Date:05/16/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a used vehicle on 9/5/2023- We purchased an extended warranty with GWC Warranty as this is a more expensive car. The vehicle started having issues very soon after purchase. We contacted the dealership and they told us to contact GWC Warranty. After GWC made us do a complete tear down of the engine to find out that it was not salvageable they then refused to cover any of the work. Being as we had so much money already invested in the vehicle we had to go ahead and replace the engine out of pocket. The vehicle worked for some time after but is now having issues with overheating and they have informed us it is the radiator. Once again, the GWC Warranty is refusing to pay for this repair. At this point the Warranty company is taking our money but not performing the services they are supposed to. We just want the money spent towards the warranty back.

  

  Business Response

  Date: 05/19/2025

  To whom it may concern:

  Thank you for forwarding Mr. ********* comments to us.  A GWC *** will be contacting the repair facility today to authorize the radiator repair.  The customer can also ask the repair facility to contact NAC for authorization of the Radiator repair.

  *** ****

  GWC

  Customer Answer

  Date: 05/19/2025

   
  Better Business Bureau:

   

  we accept this, however we would like to know the reasoning it was previously denied
  
  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:05/16/2025

  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.

  *** should be avoided at all costs. Very seriously, they are such a toxic and greedy, completely unhelpful company that you should question the motives of ANY DEALER who would even offer their scam warranty product. My problems with this company have been nonstop since our first engagement, and now at the end of this relationship, they have only gotten worse. SPECIFICALLY -- when I had a mechanical issue and needed to use their service, they undercut what they should have paid by over 50%. Luckily, I live in ** and am relentless (*NOTE: If you are dealing with these scumbags and live in **, you at least have a fighting chance. THANK YOU CA!!!!) To wrap it up, unfortunately my car ended up totaled and when it came time to "pay off" the car loan, *** is REFUSING TO CANCEL the contract. Following the accident, I contacted them, telling them I needed to cancel. BELIEVE IT OR NOT, they said they could not do it and I needed to contact the dealer where I bought my vehicle. It did not make any sense but I did. The dealer shrugged, questioning why *** would tell me such a stupid lie and told me I needed to contac Meanwhile, my bank ALSO contacted *** to tell them the car and car loan no longer existed and the warranty should be canceled. I contacted this criminal organization that calls itself GWC Warranty yesterday and of course you know they STILL HAVE NOT CANCELED THE WARRANTY. They deny everything. They haven't received the form from the dealer, etc. And they flat out REFUSE to do their job and contact the dealer-- insisting that I, the customer, remain in the middle acting as a courier, relaying information back and forth.

  

  Business Response

  Date: 05/19/2025

  To whom it may concern:

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

  To process Mr. ******* contract cancellation, along with the Cancellation Form submitted by Mr. ***** we also need a copy of the vehicle Total Loss paperwork.

  This paperwork can be submitted to GWC for processing of Mr ******* cancellation request.

  *** ****

  GWC

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23338543
  
  I am rejecting this response because:

  This is simply further delays and gaslighting from this toxic company. They have been contacted by me, the dealer, and the bank. They have all the info and are purposefully negligent. 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 05/19/2025

  To whom it may concern:

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

  To process Mr. ******* contract cancellation, along with the Cancellation Form submitted by Mr. ***** we also need a copy of the vehicle Total Loss paperwork.

  Please submit the Total Loss paperwork and then we can process your cancellation.

  *** ****

  
  GWC

• Initial Complaint

  Date:05/15/2025

  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 need a manager to contact me. I have been dealing with a truck service issue that has not been resolved. Its been 5 1/2 weeks that I took my truck to the dealer because engine was kicking while i was driving. Since April I have patiently waited for this warranty company to go out and fix the truck. They give excuse after excuse to avoid fixing it. This is a 5 year old truck. I still pay car payments. I am a contractor and am losing business while I don't have a truck to go to my jobs. I call everyone and the dealer and warranty keeps giving me the run around. The dealer is telling me I have to pay all the labor to remove all the parts of the engine the warranty keeps asking to remove. This is unacceptable. I paid for warranty and they only thing I should pay is my deductible which is the agreement on the contract. The dealer says it needs a new engine. Not worth rebuilding it because it will cost over a few thousand less. The warranty says otherwise but no one gives me and provides me with proof of what it needs. i can't afford these bills and i need the corporate office to resolve this problem now.

  

  Business Response

  Date: 05/16/2025

  To whom it may concern:

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

  *** ****

  GWC

  Customer Answer

  Date: 05/30/2025

  Thank you so much for your quick response.

  I received a call from ******* back on May 16th after I filed bbs complaint. She promised me she would send another appraisal guy to the dealer and call me back.

  I gave her a week and a few days and I never heard back from her. I called the warranty again and I was not able to reach her and spoke to another lady name ******** and she told me I have to have the dealer call them to schedule appointment.

   

  Thats not what ******* told me. This warranty company keeps giving the runaround and they are putting excuses to not pay the charges to repair my truck. I need my truck.

   

  Its been 7 weeks that my truck is at the dealer and the Warrenty just keeps giving excuse not to pay the full repairs. What is the purpose of buying warranty if we cant get are truck repaired.

   

  Please help me. I financed that truck and am paying a monthly payment every month for a truck I dont have. The dealer stated it needs a new engine. I cant understand how a 5 year old truck needs a new engine. Im not a mechanic but thats why I have warranty to cover all repairs. I need a manager invoked int his case to get it resolved.

   

  

  Business Response

  Date: 06/30/2025

  To whom it may concern:

  Mr. *********** engine replacement claim was authorized on 6/26/2025.  We spoke to the repair facility on 6/26/2025 and authorized the repairs.

  *** ****

  GWC

• Initial Complaint

  Date:05/13/2025

  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 my 2018 Q50 on 12/18/24 from a dealer. The vehicle was low mileage, I purchased the extended powertrain warranty through *** to cover any issues it might have further down the road. It was the newest car Id ever owned so my plan was to use it on the weekends and just baby this dream car. Then in The beginning on March after about 1700 miles I noticed a slight metal knock that got louder when accelerating. I immediately stopped driving the car and had it towed to an infinity dealer close to me. At first I was told the ****** had failed so I gave them **** into a claim to be started. Infinity ended up fixing the turbos for free under their extended warranty. After the test drive I was informed again that the noise was still present in the engine and when the oil was getting changed they found metal flakes in the oil. The dealer contacted *** to start the claim and were instructed to tear the engine down. This is a big job because the engine fine has to be removed from the car completely and torn down. The inspector came out and after waiting form more time to pass GWC tells the dealer to tear the engine down completely to the source failure. So after that was done they sent another inspector out and the service writer and tech showed the inspector what had failed. Ended up being #5,6 bearings. Which took them over a week to share with me. After I called to check the status because the dealership stated the inspector had done his stuff the week prior and no one had come reached back out to them about the next steps. Which brings me to today. dealership reached out to me to tell me after all the headaches and hoops we had jumped through **** management had denied the claim. Their reason was lack of lubrication and due to the spun bearings being heat checked, and driving it while having severe issues. I asked why and was given no real reason just that, asked to speak to management and was told he would respond back in ***** hours. This all should be covered

  

  Business Response

  Date: 05/14/2025

  To whom it may concern:

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

  *** ****

  GWC

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23327140
  
  I am rejecting this response because: as of this moment I have yet to be contacted. 
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:05/07/2025

  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 have a used car warranty with GWC warranty company. I recently deduced there was some sort of problem with my engine and brought it to MIDAS to have them see what is going on. They have dealt with this warranty company many times and offered to help with the claim process as they have done prior. They went through my entire engine and figured out that there was a complete mechanical failure of multiple components of the engine. We then went through 3 weeks of back and forth with the warranty company providing them every service record to prove I have taken care of the vehicle, to which all parties involved agreed that I did. Now the warranty company says they want MIDAS to fully rip the engine apart on MY DIME to deduce if I need a new cam shaft and lifters which MIDAS already said is not and will not fix the issue. I have now been out of my car almost a month with nothing to show for it except a bill that will be over $10,000. This all being said in my contract they say they cover all parts in the engine due to mechanical failure as long as no negligence was done on my part, which we have confirmed there wasnt. This seems completely ridiculous for them not to cover anything on a car that had had, by definition, a complete mechanical failure, and they already confirmed I had no negligence in this happening.

  

  Business Response

  Date: 05/07/2025

  To whom it may concern:

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

  *** ****

  GWC