Complaints

This profile includes complaints for EasyCare's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  EasyCare

  6010 Atlantic Blvd Norcross, GA 30071-1303

  
• 

  EasyCare

  PO Box 88077 Atlanta, GA 30356-8077

  
• 

  EasyCare

  PO Box 888050 Atlanta, GA 30356-0050

  
• 

  EasyCare

  PO Box 2368 Norcross, GA 30091-2368

  
• 

  EasyCare

  PO Box 88230 Atlanta, GA 30356-8230

  

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:01/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2015 ************* E-350 in Feb of 2021 from ****************************. Included in the purchase was a *** policy from EasyCare which cost me $795. The function of this policy is-- according to Easycare's website-- protecting me from large out-of-pocket expenses when there's a "gap" between and insurance settlement and the loan amount on the car. The website goes on the claim that Easycare will cover up to $50000 of "gap" and up to 150% of the vehicle's value.My car was unfortunately damaged in an accident back in the summer of 2023, and my insurance company considered the car a total loss. I received a settlement check from my insurance company, and I subsequently contacted EasyCare regarding my *** policy.Fortunately-- the amount of the *** was nowhere near $50000 and nowhere near 150% of the car's value. Amount of the *** was $1530.43. I submitted all the requested information on Sept 7 and received no reply for several weeks. I finally contacted the business manager at **************************** for help, and he agreed he would try to get some type of response from EasyCare. I eventually got a response from EasyCare on Sept 26 telling me that an adjuster (*******************************) was processing my claim. I'm not sure if I was ever able to completely verify that; the phone number she'd list on her emails is ************. However, whenever I called that number and asked for *******************************, the individual answering the phone would say "WHO?" After 4 more weeks of delays, frustration, and stress, EasyCare finally issued a check to my lender in the amount of $1163.82-- $366.61 short of the correct amount. I received an email from ***************** claiming that the amount was short because of "excess finance"; however, when I asked her to be more specific and tell me what that means, I got no response.The entire process was severely more difficult than it needed to be, and after all that I'm still left waiting for the rest of my money.

  

  Business Response

  Date: 01/29/2024

  January 23, 2024
  
  BBB of Metro Atlanta, ******, & NE *******
  ************************************
  Suite 900
  *******,** 30303
  Attention:***********************
  
  Posted using BBB Online Complaint System
  
  Re:     Borrower:                    ***************************
              GAP Enrollment:         GAPB99C09A
  
  Automobile Protection Corporation [Hereinafter APCO] is in receipt of your correspondence dated January 12, 2024, in connection with a recent request for a waiver of a loan balance under Mr. ************** GAP Deficiency Waiver Addendum.
  
  APCO thanks you for forwarding this inquiry to the EasyCare GAP Claims department.EasyCare GAP Claims will contact the contract holder directly to address this matter.
  
  Sincerely,
  
  
  ******************************
  GAP Claims Analyst
  Automobile Protection Corporation

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21132567
  
  I am rejecting this response because:

   

  There has been no response.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/15/2024

  February 15, 2024
  
  BBB of Metro Atlanta, ******, & NE *******
  ************************************
  Suite 900
  *******,** 30303
  Attention:***********************
  
  Posted using BBB Online Complaint System
  
  Re:     Borrower:                    ***************************
              GAP Enrollment:         GAPB99C09A
  
  Automobile Protection Corporation [Hereinafter APCO] is in receipt of your correspondence ,in connection with a recent request for a waiver of a loan balance under Mr.Bertinis  GAP Deficiency Waiver Addendum.
  
  APCO thanks you for forwarding this inquiry to the EasyCare GAP Claims department.EasyCare GAP Claims has contacted the customer and explained the disposition and breakdown.
  
  Sincerely,
  
  
  ******************************
  GAP Claims Analyst
  Automobile Protection Corporation

• Initial Complaint

  Date:01/11/2024

  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 identified a transmission issue with my 2016 Cheverolet Suburban and immediately took it to the dealership on 11/6/2023. There was initially a lot of push back from the warranty company requesting additional information. Easy Care would not agree to allow the dealership to use their transmission that was in stock and guaranteed by GM. Instead, was advised that Easy Care was using their own vendor because the cost was much lower. However, if I wanted to use the dealership's transmission, I would have to pay the additional cost. I personally could not afford that option so was forced to comply with Easy Care. The dealership finally received the transmission and the repairs were completed. I picked up my vehicle on 12/14/2023 to only experience mechanical failure with the transmission within 2 hours. The vehicle immediately went back to the dealership. A second transmission was sent by Easy Care from their vendor. Today 1/11/2024, the dealership has advised that the 2nd transmission sent was also bad as it was slipping. I contacted Easy Care to request to speak with someone in leadership to express my concern. The customer service provided was terrible. The representative continued to talk over me and denied my request to speak with someone in upper management but my concerns would be sent to a Team Lead. We are now at day 67. No resolution and I am now at the mercy of waiting for the vendor to send the 3rd transmission. I also want to add that the warranty company only covers 5 days for rental vehicles with up to $35 per day reimbursement. That's right, you have to cover the additional cost and wait to be reimbursed. The cost of a rental car large enough for my family size (6) is approximately $4,700 per month. Thankfully, the dealership provided me a courtesy vehicle to drive but unfortunately is not large enough for my family. This entire process has been frustrating and nothing short of a burden on my family. Easy Care has yet to show any empathy or concern.

  

  Business Response

  Date: 01/12/2024

  Good afternoon-
  
  Thank you for forwarding this complaint to  EasyCare.  EasyCare will contact the contract holder directly to address this matter. 
  
  Thank you,

  EasyCare Claims Department

  
  

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair 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.

  I purchased an "Easy Care" ************ extended automobile warranty administered by Automobile Protection Corporation, P.O. Box *****, *******, **. 30356- 8230. **************. *** policy was purchased from a ****** dealer for $2,985.00 upon the purchase of a new ****** Murano on 8/3/2019. *** contract expires 8/2/25 or ******* miles. *** vehicle has ****** miles and has been diagnosed with a transfer case leak after waiting 2 1/2 hours at a ****** dealer on 12/11/2023. Apparently, this is a common problem with a ****** Murano transfer case. After leaving the dealership I received a call from the ****** service representative. *** ****** Rep. said after a long wait on hold that "Easy Care" wants additional info. regarding the leak. *** warranty company now requires that I take the vehicle back to the dealership for another inspection which requires another 2 hour round trip and muti-hour wait. If a ****** dealership sold this policy one might think that "Easy Care" would let ****** dealerships know what they expect to cover the warranty. I would not recommend the "Easy Care" runaround, jump through hoops coverage? at this point. ****** learned.

  

  Business Response

  Date: 12/12/2023

  Good afternoon-
  
  Thank you for forwarding this complaint to EasyCare.  EasyCare will contact the contract holder directly to address this matter. 
  
  Thank you,

   

  EasyCare Claims Department

  
  

  Customer Answer

  Date: 12/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/05/2023

  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 been paying on this warranty since 2019 with no missed payments. I needed to utilize the warranty 10/2/23 and it was a horrific experience. The warranty company tried to get my mechanic to completely disassemble my engine and had 3 separate inspections done. I had to rent a car for 6 weeks. The adjuster even went so far as to tell my mechanic they needed to send my engine to a specialty shop for inspection because sending it to a third party would save the warranty company money. Once the engine was finally repaired (this took 6 weeks when it should have taken 1 because of their delaying the repairs), I was told they would cover up to $900 in rentals for all the inconvenience caused, they send me a check for $270 and now I am getting the run around for my remaining reimbursement. I would never work with this company again; I would recommend them solely to my worst enemy.

  

  Business Response

  Date: 12/06/2023

  Good afternoon-
  
  Thank you for forwarding this complaint to EasyCare.  EasyCare will contact the contract holder directly to address this matter. 
  
  Thank you,
  

  EasyCare Claims Department

  
  

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an extended warranty through this company for my vehicle. They are refusing to fix a an is*** with the vehicle, claiming that I did something wrong. The mistake theyre claiming I made was changing two tires instead of four. There is no way I couldve known this was a problem, and I am willing to work with them in order to come to a reasonable solution. The problem became evident after having something else fixed that rapidly broke again again. I was able to get the garage that did the initial repair to cover the second repair as I agreed with them. It was not their responsibility to cover that. When the problem persisted, I took the vehicle to a dealer to find out the is***, and thats when they said something to do with tires, and they refused to settle my claim. I have sent them a demand letter with my intent to take legal action, but I still would rather just get my vehicle fixed and avoid the courts. If they will repair my vehicle that is all I am looking for in damages if I have to take them to court, then Im going to small claims and Im going to *** for the maximum amount because it has cost me a considerable amount of money as I cant drive that vehicle and I had to purchase another one. All I want is my vehicle fixed . My account number with them is **********

  

  Business Response

  Date: 12/06/2023

  Thank you for forwarding this complaint to Easycare.  An Easycare representative will contact the contract holder directly to address this matter.

  Customer Answer

  Date: 12/12/2023

  This is just to make sure that too much time doesnt pass before I can tell you the outcome. They did call one time however I couldnt answer at that moment, I have called back each business day since and have not been able to reach the person who called. I will continue to try one time per day this week until I reach him. If I cannot speak to him I will contact you again and let you know before I move forward with legal action. Thank you.

  

  Business Response

  Date: 12/14/2023

  Good afternoon-
  
  Thank you for forwarding this complaint EasyCare.  EasyCare will contact the contract holder directly to address this matter. 
  
  Thank you,

  
  

• Initial Complaint

  Date:11/22/2023

  Type:Service or Repair 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.

  I have been told by my mechanic that the easycare reps have placed him on multiple holds for over 45 mins trying to get a resolution for me. As for my experience when I called and asked about why my turbo isn't covered fully by my warranty because I don't want a refurbished turbo replacing my already faulty device I was told I should have read the terms of service better. Also you should reevaluate your pricing on repairs as they too have increased with inflation. I feel like your warranty is misleading and not fully covering what the customer is promised and this needs to be resolved

  

  Business Response

  Date: 11/27/2023

  Good afternoon-
  
  Thank you for forwarding this complaint to EasyCare.  EasyCare will contact the contract holder directly to address this matter. 
  
  Thank you,

  EasyCare Claims Dept.

  
  

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20907338
  
  I am rejecting this response because:

  I am the contract holder and have not received a call addressing my complaints. I'd also like to add that after I placed my complaint I had more issues. 1st your company blatantly avoided covering parts and services that were covered by the contract after the mechanic address that it would need to be changed due to the work. 2nd an associate attempted to talk over me and cut me off multiple times. I believe I had to contact easycare customer support over 10 to try to get this issue resolved and I feel I am still not receiving the full coverage I was sold 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 12/01/2023

  Good morning-
  
  Thank you for forwarding this complaint to EasyCare.  EasyCare will contact the contract holder again directly to address this matter. 
  
  Thank you,
  
  

  Customer Answer

  Date: 12/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:11/18/2023

  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 2016 Honda Crv is covered by an extended ****** mile warrantee issued by a third party provider: Easy Care. I took my Honda to my local Honda dealer with an engine problem. Honda diagnosed the issue and notified Easy Care of the problem and required repair. Easy Care has gone back to my Honda dealer three time for additional tests and diagnostic. Now they want Honda to completely disassemble the engine and send pictures. They are stonewalling authorization of the repair. Honda states there are no other tests that need to be preformed, based on all Honda Corporate diagnostic policy. Easy Care is trying to wiggle out of their warranty responsibility. Honda has been very helpful, but Easy Care continues to ignore its responsilility.

  

  Business Response

  Date: 11/21/2023

  Good morning-
  
  Thank you for forwarding this complaint to EasyCare.  EasyCare will contact the contract holder directly to address this matter. 
  
  Thank you,
  
  

• Initial Complaint

  Date:11/16/2023

  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 an extended warranty contract from "RV Complete" APCO - Easy Care 48 month ****** mile coverage on 12/31/2021 for $7,118.00.Filed an original repair claim on Coach May 1, 2023 for repairs. Took to Authorized ******** ********************** for large Trucks Check Engine Light (*** related) Radiator Leak, ********* ****** Suspension Now here in November 23 and repairs are still not complete. ************** and myself have had very poor communication with numerous representatives and adjusters at APCO. Keep getting told that repairs are not authorized, even after failures displayed to inspectors and ***************** bulletin procedures issued from Cummins followed in step sequence by **************. Not to mention the warranty company authorizing below market value pricing on parts and below book hours on labor repairs. Some friendly customer service staff, but call waiting every call for ***** min with no direct communication numbers or emails available with an assigned Adjuster for the case. Adjusters when I have spoken to them try and talk down to you like you do not know your contract and the proper repair procedures. Authorizations for repairs have been approved and rescinded. Claims of the service center "Throwing parts at it" when they are following proper TSB's from Cummins engineers. Was told on 11/16 by adjuster that they were not covering the *** and wiring because a fault was not demonstrated to unqualified inspector. But shop performed diagnosis with inspector present on computer and gave inspector ******* TSB information. Have called multiple times this week only to be told that adjuster was not available and the customer service rep would have the adjuster call me back. That never happened, so I had to spend anther 30 min on the phone to try and talk to someone. Bottom line, I paid for an extended warranty, followed procedures taking to an authorized repair shop, Coach has been out of service since May23 and stillnoresolution

  

  Business Response

  Date: 11/17/2023

  Good afternoon-
  
  Thank you for forwarding this complaint to EasyCare.  EasyCare will contact the contract holder directly to address this matter. 
  
  Thank you,
  
  

• Initial Complaint

  Date:11/08/2023

  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 bought a 2013 Honda Accord on 10/2/23 with an extended warranty through Easy Care. A few days after purchasing the car, my daughter noticed a sound when she was breaking. I took the car into my mechanic on Monday, 10/16 and they said the sound is coming from my transmission and it needs to be replaced. I requested that they contact Easy Care for the extended warranty. The warranty company called me and I gave a statement. My mechanic called me later and told me that the warranty company denied the claim but he did not know why. On Tuesday, 10/17, I called the warranty company asking why the claim was denied. The woman I spoke with stated that it was denied because it was determined by my mechanic that it was a pre-existing issue. I started asking questions about how my mechanic would know that since I had only had the car for two weeks. The lady on the phone then looked at the claim and came back and said that I had told them that the car was making the noise when it was driven off the lot. That isnt true. Th person who called me asked if it started when I got the car and I said pretty close to that. If I wouldve noticed a sound when driving off the lot when purchasing a used car, I would have turned around and brought it up. I asked to speak to a supervisor or manager, because my words were not being represented accurately, and the person on the phone completely refused to do that. I asked her what my options were because I never heard the sound driving off the lot and my daughter was not with me when I drove the car off the lot (the statements showed that my daughter was the one who heard the sound). The lady on the phone said that my mechanic could call back, but there was nothing else I could do. My mechanic called back and was not able to say anything to change their mind The person he spoke with at Easy Care told the mechanic they have a right to say that anything is pre-existing and not pay for it within 60 days of purchase.

  

  Business Response

  Date: 11/10/2023

  Thank you for forwarding this complaint to EasyCare.  EasyCare will contact the contract holder directly to address this matter.

• Initial Complaint

  Date:09/24/2023

  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 2018 Jeep Grand Cherokee, when I purchased my Jeep I also purchased Easy Care ********** most expensive warranty offered covering my car to the **** In March of this year my car was having engine issues, after assessing the car the mechanic determined that both of my timing chains, lifters, camshafts, etc. had all gone bad. Due to the extreme damage from the parts detreating the mechanic ************** claim with easy care that a new engine was the best way to fix my car and quoted around ******** to replace. Easy care sent an adjuster to review my car agreed that there would be medal in my engine and a replacement would be the best way to fix the issue. Easy Care denied the engine and approved parts to be replaced knowing that the issue would likely return. Four months later on August 9th I returned my car to the shop with the same issue, same parts going bad due to metal running thru my engine as predicted by the mechanic and adjuster. Easy Care sent out a second adjuster whom again agreed that the engine needed to be replaced, they once again have denied the claim and will not pay for any repairs. Easy Care is looking at the external issue with parts going bad again instead of the actual issue, July 21st was the last oil change I had completed. Pictures of metal in the NEW oil filter and oil change receipt have been submitted also for them to review as proof that the issue is within the engine causing the parts to once again go bad. I have now been without a car for almost two months AGAIN. Easy Care made a mistake in the first claim and should be responsible for correcting now.

  

  Business Response

  Date: 10/25/2023

  Thank you for forwarding this complaint to Easycare.  Easycare will contact the contract holder directly to address this matter.