ComplaintsforEthos Group

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Initial Complaint
09/12/2023
Complaint Type:
Service or Repair Issues
Status:
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.
In August 2016 I bought a 2015 ****** Armada and with it an extended warranty (7 year, 100k mile). In late July, 2023 the vehicle developed several major issues, which can be elaborated by the dealership (********************* *************) service Rep was *********************) Customer number ******, invoice number NICS ******.When the issues arose I called the dealership to set the appointment, but due to my field exercise schedule (active duty military) and my wife's teaching schedule, the only available appointment that we could bring the car in was 21 August. 2 weeks after the 7-year date on the warranty. (The vehicle was at ****** miles at the time of service, so it was within the mileage period) We called the warranty CO (Ethos Group) and were told several times that as long as the dealer stated the appointment was made and provided written verification of this, before the expiration date, they would cover most of the costs. The service rep called several times and was told that his vouching nor sending written proof was not enough, and that only a service request work order dated prior to the expiration date (6 AUG) would suffice. The service agent stated multiple times that the dealership does not begin service documentation (work orders) at the time the appointment is made, but only when the vehicle was brought it for service.Ethos group has made it impossible for us to provide the "accepted" documentation because the dealership does not produce it, thereby rendering it impossible for them to be liable for over $4k in repairs which should have been covered by the warranty we bought when purchasing the vehicle.
Business response
09/26/2023

As a follow-up to BBB Complaint ID # ********, please know that we have thoroughly reviewed Mr. ******** complaint. The following is our response.

In review of our records, ****************** purchased a New Vehicle Coverage vehicle service contract on August 6, 2016 (Contract). His complaint indicates his request for a refund.On the first page of his Contract it specifically states: This coverage ends with either of the following, whichever occurs first: (1) When the mileage of Your Vehicle, as measured from zero (0) miles reaches the mileage limit for the plan selected, or (2) when the time limit for the term selected expires as measured from the Purchase Date. In review of our records, ****************** initiated a claim on August 21, 2023. Mr. ******** Contract expired on August 6, 2023. In addition, the repair facility confirmed there was no open repair order or documentation indicating ****************** scheduled an appointment prior to the expiration of his Contract. Therefore, his claim was denied as coverage provided pursuant to the terms and conditions of his Contract ended upon the expiration of his Contract.

Please let us know if we can be of further assistance.
Customer response
09/26/2023
I am rejecting this response because: As explained in the first message. The appointment was mad prior to the expiration date. The dealership called the warranty company to state this and provide proof. The issue is that the dealership does not start the work order when the appointment is made, but when the vehicle arrives in the shop. Due to my military training schedule and my wife's teaching schedule we could not get our vehicle in before then. We made the appointment for the first available that fit with our schedule.
Both us and the dealership called the warranty and were told that the repairs would be covered as long as proof was submitted that the appointment was made prior to the expiration. The dealer called to provide this proof and it was refused because the warranty company stated the only proof acceptable is a job order opened prior to the expiration. The dealership only opens job order upon vehicle arrival, not when the appointment is made. Changing the criteria to honor their warranty.
I request the proof the dealership can provide, is allowed and our repairs be covered, that fall within the warranty coverage. I also request contact by the warranty company to discuss this further and reach a resolution.
Business response
10/09/2023
As stated previously, Mr. ******** Contract expired on August 6, 2023. We reached out to the repair facility several times for some sort of appointment confirmation/documentation of an appointment prior to the Contract expiration date, however, the repair facility confirmed there was no documentation indicating ****************** scheduled an appointment prior to the expiration of his Contract. Therefore, his claim was denied as coverage provided pursuant to the terms and conditions of his Contract ended upon the expiration of his Contract.

Please let us know if we can be of further assistance.
Customer response
10/13/2023
I am rejecting this response because:
After receiving this response from Ethos (10 OCT) I went to ******** ****** on 11 OCT to discuss this with the service manager who handled our claim and who communicated with Ethos twice on our behalf during our origional service and claim. Mr. ********************** He confirmed that Ethos never reached out to him, he was always the one to initiate contact.
During my meeting with him on 11 OCT I called Ethos and talked with a claims specialist who asked about several different verification methods and ****************** confirmed that ******** ****** does not practice any of the stated methods. The claims rep acknowledged that the appointment was made prior to the expiration date, but that some sort of proof would need to be provided. ****************** asked if this could be a signed statement on dealership letterhead and the claims rep stated that he could not answer this and would elevate this to his manager who would contact ******************. This was two days ago. As of 15 minutes ago, no contact has been made. I talked with ****************** and he has not received any phone call or voice mail regarding my claim.
I request that this be escalated as the claims rep stated that it would be and that a service manager contact Mr. ********************* directly at ************. This is his direct line. I request that Ethos honor their word and contact him so that proof of the appointment can be provided and the refund be made.
Business response
10/20/2023

As stated previously, Mr. ******** Contract expired on August 6, 2023. The repair facility confirmed there was no documentation indicating ****************** scheduled an appointment prior to the expiration of his Contract. Therefore, his claim was denied as coverage provided pursuant to the terms and conditions of his Contract ended upon the expiration of his Contract.

Please let us know if we can be of further assistance.
Customer response
10/28/2023
I am rejecting this response because: I confirmed again with Mr. ********************* directly at ************, that no manager has spoken with him regarding proof of the date that our appointment was set. He has been waiting for the call since the last response I provided. The company is making a false statement and I request the manager call ****************** at the above number as was stated to us on 11 OCT by an Ethos representative.
Initial Complaint
09/05/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I bought a 2017 ******* tucson from *********************** november of 2022. I bought an extended warranty through EG assurance. In May of 2023 i had issues with the tucson. I was informed that EG will NOT warranty it due to engine sludge. I only had it for 6 months, there is no way it would have sludged ** in 6 months. I am being punished for what the previous owner did/ did not do. I called them about it. to let them know either fix it, or give me a full refund of my money. they said they would have to prorate it based on months and miles. *** acceptable to me. They claimed it is stated in paperwork about it being prorated. It is also stated in the paperwork that they fix my vehicle. They are not wanting to hold up there end. I will need any and all of my money back for what i paid for the warranty. NO prorate.
Business response
09/19/2023

As a follow-up to BBB Complaint ID # ********, please know that we have thoroughly reviewed ******************** complaint. The following is our response.

In review of our records, ******************** purchased a Vehicle Coverage vehicle service contract on November 16, 2022 (Contract). In the section of his Contract captioned Limitations and Exclusions it specifically states: Improper Maintenance. No Coverage is provided if Breakdown is caused by improper maintenance during Customers ownership of the Vehicle, including but not limited to: failure to perform the Manufacturers specified maintenance; failure to replace seals and gaskets; restricted oil or coolant passages; restricted filters; failure to maintain the correct type and quantity of non-contaminated fluids, fuels, coolants, refrigerants, or lubricants. In review of the inspection report and pictures taken of the engine during the inspection,the pictures showed that the engine had not been properly maintained.Specifically, the catalytic converters were clogged and the engine had evidence of sludge. A breakdown caused by lack of maintenance is excluded from coverage pursuant to the terms and conditions of ******************** Contract. Therefore, his claim was denied as the breakdown was caused by the lack of maintenance of the vehicles engine.

In addition,******************** complaint indicated that he would like a refund for his Contract.If ******************** would like to cancel his Contract, he may submit a cancellation request. Once received, we will process the cancellation of his Contract accordingly.

Please let us know if we can be of further assistance.
Customer response
09/20/2023
I am rejecting this response because: I have only had the vehicle for 6 months. I have properly maintained the vehicle. I am being punished for the prior owners lack of maintenance. I will call later tonight for a FULL refund. Not a partial or prorated amount.
Business response
09/28/2023
As stated previously, ******************** claim was denied as his vehicles breakdown was caused by the lack of maintenance of his vehicles engine. In addition, if ******************* would like to cancel his Contract, he may submit a cancellation request.Once received, we will process the cancellation of his Contract accordingly.
Customer response
09/28/2023
I am rejecting this response because: refund " accordingly " is not acceptable. Full refund is. I did the required maintenance. Previous owners did not and I am being punished for it.
Initial Complaint
08/08/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I bought a used 2018 ****** Rogue from *********** Chrysler in *******, **, they sold me a "Interior / Exterior Protection" warranty to cover any issues that *** occur with the paint. The Policy / Warranty is issued by EG Assurance out of ****** *****. So now here I am 4 months later and on the drivers fender there is a large piece where the paint appears to have just come off the vehicle. So I file a claim with EG Assurance and they inform me that there was previous damage to that area according to CarFax, which was not disclosed to me at the time of purchase, nor was I told that any such incident would not be covered. This comes after another dispute over another issue that we had.
Business response
08/22/2023
As a follow-up to BBB Complaint ID # ********, please know that we have thoroughly reviewed ************ complaint. The following is our response.

In review of our records, ********** purchased an Interior/Exterior Protection Plan on April 5, 2023 (Protection Plan). His complaint indicates that he is requesting a repair for damage to his vehicles exterior paint. Our records indicate that ************ vehicles exterior paint damage has been repaired, pursuant to the terms and conditions of his Protection Plan. As such, this complaint has been resolved, as coverage for the repair of ************ vehicles damaged exterior paint was provided in accordance with the terms and conditions of his Protection Plan. Please let us know if we can be of further assistance.
Initial Complaint
05/01/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased an extended warranty covering powertrain when purchasing my used 2015 **** Escape SE 1.6L when buying this car from Hopkin ****. This extended warranty is supposed to cover the entire engine system, which defined by the contract as Engine cylinder block and cylinder heads, all internal Lubricated Parts in the engine cylinder block and cylinder heads, cam timing actuator, cam timing solenoid, dipstick, engine mounts, engine oil cooler lines, exhaust manifolds, harmonic balancer, intake manifold, oil pan, timing belt, timing chain, timing cover, timing gears, turbocharger, supercharger, and valve covers. Recently, while taking my car for an basic inspection to National Auto Group, my mechanic told me that the valve cover is leaking oil out, and that my timing belt, water pump are both not working properly. After telling them my car is covered with extended warranty and provided them with related document, they was able to contact with EG Assurance. However, EG Assurance informed ** that they are only able to cover the cost if we take the car to the original dealer.I called *********** the night before taking the car over, I spoke with ***, who told me to get my car in for an inspection of the oil leak. I drove over 30 miles to Hopkin **** for them to take a look at the oil leaks. ****** **** spent 3 hours to come up with a diagnosis that the valve cover was indeed leaking and they located an additional leak in the vacuum pump. After they contact with EG Assurance, they told me that EG Assurance refused to cover the cost because the parts is outside of their coverage as shown in the contract. EG assurance refused to further explain the reason for refusing coverage. *****************, however, never mentioned anything about an inspection fee, threatening me to pay for the inspection fee of about $130 or they will refuse giving my car back.
Business response
05/12/2023
As a follow-up to BBB Complaint ID # ********, please know that we have thoroughly reviewed Ms. ***** complaint. The following is our response.

In review of our records, Ms. **** purchased a Vehicle Coverage vehicle service contract (Contract) on May 4, 2022. Ms. ***** complaint requests reimbursement for the cost of the teardown/diagnosis of her vehicle and the repair of her vehicles valve cover gasket and vacuum pump. In the section of her Contract captioned Powertrain Coverage Plan it specifically states: If Customers indicated Coverage Plan is the Powertrain Coverage Plan then Covered Parts are only those listed below. The valve cover gasket and vacuum pump are not listed as parts covered by the Powertrain Coverage Plan. Therefore, coverage for the repair to these parts of Ms. ***** vehicle were denied as they were not listed as covered parts pursuant to the terms and conditions of her Contract.

In addition, in the section of Ms. ***** Contract captioned Customers Obligations it specifically states: Customer must also pay for any diagnostic or teardown fees for non-covered parts. As noted above, Ms.Xings vehicles valve cover gasket and vacuum pump are non-covered parts.Therefore, any fee for the teardown or diagnostic for non-covered parts would be Ms. ***** obligation to pay pursuant to the terms and conditions of her Contract.

Please let us know if we can be of further assistance.
Initial Complaint
03/17/2023
Complaint Type:
Service or Repair Issues
Status:
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.
The business committed to provided car maintenance insurance in the event my vehicle had any electrical or major issues. The business failed to cover the cost of repairs as promised and falsified coverage agreement.
Business response
03/31/2023
As a follow-up to BBB Complaint Case # ********, please know that we have thoroughly reviewed your complaint and your customer records. The following is our response.
In review of our records this complaint has been resolved as the repair requested has been completed.
Please let us know if we can be of further assistance.
Customer response
03/31/2023
I am rejecting this response because: the service were not paid by the business as specified in the extended warranty contract. I paid for full cost of repair out of pocket. The company and its affiliates failed to honor the contract and caused me financial hardship that I have yet to recover from. All individuals I spoke with failed to review the terms of the contract and refused to assist with rectifying the errors created on their part.
Business response
04/28/2023
As a follow-up to BBB Complaint ID # ********, please know that we have thoroughly reviewed your complaint and your customer records. The following is our response.
In review of our records, we provided ****************** a reimbursement check for the replacement of her vehicles starter. In addition,we reached out to ****************** regarding this matter, and she confirmed that this resolved her complaint.
Please let us know if we can be of further assistance.
Initial Complaint
11/17/2022
Complaint Type:
Order Issues
Status:
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.
Purchased gap insurance on a vehicle no restriction were on the contract at time of purchase vehicle was totaled and now they say there was a restriction on it because it was a dui refusing to pay off vehicle now instead refund the money for the insurance
Business response
02/23/2023
Business Response /* (1000, 5, 2022/11/29) */ As a follow-up to BBB Complaint Case # XXXXXXXX, please know that we have thoroughly reviewed your complaint and your customer records. The following is our response. In review of our records, Danyelle ******** purchased a "GAP Waiver Addendum" ("GAP Addendum") on July 31, 2021. In the section of Ms. ********'s GAP Addendum captioned "Limitations and Exclusions" it specifically states: "Criminal Acts. No GAP Benefit will be provided for a loss directly or indirectly caused by any criminal act committed by Customer or person(s) acting with Customer's consent, including family members, friends, and associates." In review of our records, the police report provided by Ms. ******** identified her as the driver of the vehicle and that she was issued a citation for improper lane usage and DUI A2 at the time of total loss of her vehicle. Based on this information, her GAP benefit claim was denied due her criminal act of driving under the influence that directly or indirectly caused the total loss of her vehicle. Therefore, the decision to deny Ms. ********'s GAP benefit claim was correct and in accordance with the terms and conditions of her GAP Addendum as a GAP benefit is excluded for a loss that is directly or indirectly caused by any criminal act committed by the Customer. Please let us know if we can be of further assistance.
Initial Complaint
11/04/2022
Complaint Type:
Product Issues
Status:
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.
7/19/2022 i purchased a used car from auffenberg nissian and was sold a paint and interior protection insurance for 995.00 unknowingly basically ya i signed it but it was never explained to me 9/20/22 i noticed a paint peeling issue so I called Ethos group and told me to look at my contract to see if it was cover never got a contract just a page I signed he told to get it checked out if it wasn't covered that they would reimburse me and also said he would send me a contract on what is and is not covered still haven't received yet so i called to canceled and get refund but Ethos tells me they cant reimburse me i would have go to the dealer but the contract is with ethos not the dealer i ask to talk to the boss he never answered the phone.
Business response
02/14/2023
Business Response /* (1000, 5, 2022/11/21) */ As a follow-up to BBB Complaint Case # XXXXXXXX, please know that we have thoroughly reviewed your complaint and your customer records. The following is our response. In review of our records, you purchased an Interior + Exterior Protection Plan ("Protection Plan") on July 19, 2022. The Protection Plan comprises a package of vehicle appearance care protection products ("Protection Products"), specifically a fabric protector, paint protector, and vinyl/leather protector (see page 1 of the Interior / Exterior Protection Limited Warranty Registration). The Protection Products are accompanied by a limited warranty regarding the quality and performance of the Protection Products. Your complaint indicates that your vehicle's exterior paint is peeling. However, in review of our records, you have not submitted a claim regarding your vehicle's paint protector pursuant to the terms and conditions of the limited warranty. To proceed with a claim, please contact our Claims Manager, **** ******* at the following: XXX-XXX-XXXX or ********@ethosgroup.com. Please let us know if we can be of further assistance.
Initial Complaint
10/11/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased an Ethos Wheel & Rim insurance contract for my 2021 BMW 530I at Habberstad BMW in Huntington, NY. I had two flat tires and rim damage since. The first I went to Mavis Tire and had the repair done myself. The second I went through BMW. Ethos paid BMW for the 2nd repair however I have never been repaid for the first repair despite filing the claim under contract XXXXXXXXXX. I initially made the claim in July, 2022. Since then I have spoken to no less then 6 people each one saying some variation of a check will go out next week to the check was mailed it must have gotten lost. I think Ethos is running some type of scam whereby they are just collecting premiums and not paying consumers on claims.
Business response
01/05/2023
Business Response /* (1000, 5, 2022/10/25) */ As a follow-up to BBB Complaint Case # XXXXXXXX, please know that we have thoroughly reviewed your complaint and your customer records. The following is our response. In review of our records, you purchased a "Driver Select Plan" membership ("Membership") on June 22, 2021. Your complaint indicates that you requested reimbursement for a repair to your vehicle's wheel. As stated in the Membership in the section captioned "Additional Roadservice Benefits - Call 1-866-391-5628"" it specifically states: "Wheel Benefit Limit: For the term of the SafeRide Motor Club Membership, this benefit provides coverage for conditional wheel damage...NOTE: Wheel replacement reimbursement is only offered in the event the covered wheel was repaired, or was attempted to be repaired by a commercial wheel shop." Our records indicate that a reimbursement check for the cost of the repair to your vehicle's wheel was sent to you on October 13, 2022, pursuant to the terms and conditions of your Membership. As such, this complaint has been resolved, as the reimbursement check for the wheel repair was sent to you in accordance with the terms and conditions of the Membership. Please let us know if we can be of further assistance.
Initial Complaint
08/22/2022
Complaint Type:
Billing Issues
Status:
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.
I purchased a gap policy on a new car I bought in August of 21. The gap policy pays any money left over after the insurance company pays there portion. The car was totalled and the gap policy only wants to cover the car until it was in the accident. They aren't coving the added interest that is accrued daily on the loan leaving me having to pay for it.vI already spoke to the financing company at Faulkner Mazda and told me that the gap policy is supposed to pay that.
Business response
10/28/2022
Business Response /* (1000, 5, 2022/09/06) */ As a follow-up to BBB Complaint Case # XXXXXXXX, please know that we have thoroughly reviewed your complaint and your customer records. The following is our response. In review of our records, you purchased the "GAP Waiver Addendum" ("GAP Addendum") on July 27, 2021. Your complaint indicates that you requested payment of your GAP benefit amount. As stated in the Addendum in the section captioned "GAP Benefit" it specifically states: "The GAP Benefit is calculated as the Unpaid Balance on the Date of Loss minus all of the following as applicable...Refunds. The amount of refundable items, including service contract(s)...Settlement Deductions. The amount that has been deducted from the Primary Carrier settlement..." Please see below a summary of how the GAP Benefit amount was calculated: Payoff Amount $29,300.76 VSC Refund -$210.12 GAP Refund -$668.06 Insurance Settlement-$24,317.50 GAP Benefit = $4,105.08 In review of our records, a check for the GAP Benefit amount totaling $4,105.08 was sent to your lienholder, UMB Bank, on August 5, 2022, pursuant to the terms and conditions of your Addendum. As such, this complaint has been resolved, as the GAP Benefit amount shown above was calculated in accordance with the terms and conditions of the GAP Addendum. Please let us know if we can be of further assistance.
Initial Complaint
06/01/2022
Complaint Type:
Service or Repair Issues
Status:
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.
My 2015 GMC TERRAIN DENALI has been broke down since March 11th. I had it towed to AAMCO Transmission where it's been sitting since. Waiting on a part that's on back order. One of the mechanics offered to buy the part through one of their vendors, but at a more expensive price. My warranty company for my vehicle (Ethos Group) would not approve the purchase for the part needed for my car, which means I would have to pay the difference. I just had my car towed to GMC Puyallup 5/27, so they can fix my car. They are too running into the same situation where the part is hard to get and want to go through their own vendor and at a more expensive price, and again Ethos will not approve and I would have to pay the difference. Why am I paying for something, they are not honoring? I am paying on a car I have not drove since March 11th. I have a job, kids responsibilities and no car makes traveling hard. I want them to approve so the dealership can order the part so my car can be fixed, 4months is way too long
Business response
07/27/2022
Business Response /* (1000, 5, 2022/06/15) */ As a follow-up to BBB Complaint Case # XXXXXXXX, please know that we have thoroughly reviewed your complaint and your customer records. The following is our response. In review of our records, you purchased a "Vehicle Coverage" vehicle service contract ("Contract") on November 3, 2019. Your complaint indicates that you are requesting the repair of your vehicle's transfer case. On March 15, 2022, Ethos Group authorized the repair to your vehicle's transfer case and was informed that the replacement part was on backorder. Ethos Group extended your rental car benefit to 3 days, pursuant to the terms and conditions of your Contract. On March 25, 2022, you informed Ethos Group that the part was still on backorder, and Ethos Group extended your rental car benefit to the maximum of 5 days, pursuant to the terms and conditions of your Contract. Upon receipt of your complaint, Ethos Group reached out to the dealership regarding the status of the backordered part and the dealership informed Ethos Group that a dealer supplied part has been approved and is expected to arrive in 2-3 business days. Based on the timeline above, Ethos Group acted promptly and in compliance with the terms and conditions of your Contract. The delay has been caused by a backordered part. As noted above, Ethos Group will pay for this repair once completed. Please let us know if we can be of further assistance.

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