Complaints
This profile includes complaints for EasyCare's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 152 total complaints in the last 3 years.
- 70 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:05/10/2023
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.
Purchased a **** Escape JUB50367 and Easy Care extended warranty from ********** in ********** **. In January 2019. Late April early May took the escape with a little over ******* to ********** ************** ** to diagnose shuddering problem. It is determined to be a torque converter. They have denied the claim, due to missing service receipts, Of air filters and 30, 60, 90k mile inspection by dealer. Receipts for oil changes etc. were provided. Along with 2 receipts listing an inspection from the dealer. The INSPECTION from the dealer includes no maintenance. The air filters that were replaced but without receipts do not any any way relate to the premature torque converter failure. The manufacturer doesnt call out for maintenance of the transmission until ******* miles. Warranties and contracts are designed to make things fair and ethical. We paid $2,670.00 never had a claim until now. The company APCO holdings is assuming that most failures will be within the factory warranty, and that most power train components will out last this warranty. That is fine businesses model but denying legitimate claims is an unethical CHOICE! I am going to contact senior leadership, I am sure they will not respond. I also plan to use the media as much as possible to suggest people not purchase this product. And also plan to contact the ******* ************************ and file complaint.
Business Response
Date: 05/31/2023
May 31, 2023
Complaints Team 3
BBB of Metro Atlanta, ****** & NE *******
Limited Warranty Contract Number:PWRFAB1F91
Limited Warranty Contract Holder:***********************
BBB Complaint Case #: 20043377
Dear Complaints Team 3,
In accordance with your request,we ask that you accept this letter in response to the complaint submitted by ***********************************, and in connection with the POWERLIFE Limited Warranty Contract (****)provided at no cost to *********************** by the Gibsons Issuing Dealer, ********** and Isuzu (GFI), referenced above.
As a preliminary matter, please understand that our office was appointed by GFI to perform the sole function of administering the **** and any claim(s) which may be submitted pursuant to its terms. In that capacity, our office has not provided an Easy Care extended warranty for Ms. ******* vehicle, the Administrator makes no assumptions of any kind about whether most failures will (or will not) be within the factory warranty, and (or) that most power train components will out last this warranty, and it is not responsible to fulfill any obligation to repair or replace components or provide benefits of any kind.
Instead, the **** is a simple agreement designed to encourage 100% compliance with every maintenance procedure specified by the vehicles manufacturer, and/or those that are stipulated in section B of the **** captioned YOUR RESPONSIBILITIES, in exchange for which GFI has offered conditional coverage for the repair or replacement of certain specific powertrain related components, in the event one of those named components suffers a MECHANICAL BREAKDOWN or FAILURE during Ms. ******* ownership. A mechanical or other suspected causal relationship between a potential component failure, and the maintenance schedule published by either Ms. ******* vehicle manufacturer, or the responsibilities outlined in section B of the ****, has NO bearing on the eligibility for repairs requested under the ****. Indeed, while one could certainly argue that the air filter maintenance **************** has NOT performed in accordance with her vehicle manufacturers schedule is unrelated to the torque converter/transmission components diagnosed as having suffered a MECHANICAL BREAKDOWN or FAILURE; so too are the engine oil and filter maintenances that HAVE been performed, and to which **************** refers.
Unhappily though, arguments such as these are irrelevant when determining eligibility under the ****, and the Administrator does not enjoy the luxury of dismissing, ignoring, reversing, or selectively applying the **** terms. In addition, the **** also stipulates that NO PERSON HAS THE AUTHORITY TO CHANGE THIS LIMITED WARRANTY OR TO WAIVE ANY OF ITS PROVISIONS.
Unfortunately, according to all available information, documentation, and the terms, conditions, limitations,and exclusions of the ****, the recent claim to which **************** refers has been determined ineligible for coverage due to the following:
1) To qualify for repairs or replacement under the ****, proof of timely performance of all scheduled maintenance as recommended by Ms. ******* vehicle manufacturer, and/or as may otherwise be specified in Section B of the ****, entitled YOUR RESPONSIBILTIES, must be kept by **************** and be furnished to the Administrator upon request.
2) A diligent review of the documentation submitted by or on Ms. ******* behalf to support performance of the manufacturer recommended and/or **** required maintenance, reveals omission(s) and/or excess(es) beyond the ****-established grace ****** for such maintenance intervals.
3) ****************** vehicle is operated under the more stringent Special Operating Conditions outlined by ******************* among those missing or late which also exceed the PLWCs 30 day/1,500-mile grace ******, include: engine oil and oil filter replacement(s) performed beyond the ****-specified 6 month/7,500-mile interval, engine air filter replacements due at 30,000-mile intervals, engine coolant change and spark plug replacements due at the 100,000-mile interval, etc.
4) Also missing from these records are the required complimentary powertrain inspections at 30,000-mile intervals to be performed at the Issuing Dealer as stipulated by the terms of the ****.
5) Section D (9) of the **** entitled WHAT IS NOT COVERED, specifically excludes Any costs if verifiable receipts as required in section B. YOUR RESPONSIBILTIES are not furnished on request.
Regrettably, unless verifiable receipts documenting compliance with section B of the **** are forthcoming,examples of non-compliance such as that noted above would invalidate the ****,and consequently, any reimbursement for current or future repair(s) under its terms.
We are grateful for the privilege of being Ms. ******* **** Administrator, and regret that coverage could not be applied in this instance. Should Mr. or **************** have any additional questions regarding this claim disposition, they are welcome to contact our office directly by telephone at: **************.
Sincerely,
Claims Department
**** AdministratorInitial Complaint
Date:04/25/2023
Type: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.
Purchased a new car from ****************. They tricked me into a loan that included several additional unwanted warranties. I requested a refund of the warranty immediately upon paying off the incorrectly processed loan a couple of days after the purchase. I then requested a refund of the Easy Care warranties and submitted the appropriate documentation. The dealership representative (*******************) confirmed my request was received and noted that the refund could take up to 12 weeks. I have waited over 12 weeks without receiving a refund. I have called the dealership several times but am always transferred to voice mail or told that a manager will call me back. No one has attempted to contact me after several attempts to get this resolved. Documents were all signed under my wife's name ************************* and the refund should be issued to her.Initial Complaint
Date:04/19/2023
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.
Bought an extended warranty on a vehicle paid hundreds of dollars and this place is a scam and a fraud. Refuse to cover warranty on vehicle and refuse to talk to you. Now my vehicle is broken down and can not get fixed due to the cost of service. Should have never given them a cent what a fraud company. Should be covered under warranty but they are refusing to provide coverage and blame the customer for the problemBusiness Response
Date: 05/18/2023
May 18, 2023
Complaints Team 3
BBB of Metro Atlanta, ****** & NE *******
Vehicle Service Contract Number: EGT068BA8B
Vehicle Service Contract Holder: ***********************
BBB Complaint Case #: 19955241
Dear Complaints Team 3,
In accordance with your request,we ask that you accept this letter containing important information regarding the complaint submitted by ***********************, and the vehicle service contract (***)referenced above.
As a preliminary matter, please understand that although the ***s coverage eligibility is extensive, it does not promise to assist with the repair of everything that could possibly go wrong with ******************** vehicle, cure all symptoms, or immediately and unconditionally issue authorization for every demand presented to it; without applying due diligence or by waiving the ***s provisions. The *** is not an insurance policy or an unlimited warranty, but it does agree to repair, replace or reimburse [******************] for the reasonable cost to repair or replace any of the parts covered, if required due to a MECHANICAL BREAKDOWN or FAILURE, which is defined by the *** as the inability of any covered part(s) to perform the function(s) for which it was designed due to defects in material or workmanship of that covered part;subject to the ***s stipulated terms, conditions, limitations, and exclusions.
Among the ***s terms and conditions are those expressed in section C entitled YOUR RESPONSIBILITIES, and which state in relevant part:
To keep this *** valid, YOU must have YOUR VEHICLE serviced as recommended by the VEHICLE manufacturer. If requested, proof of required service including verifiable
receipts showing date and mileage of the VEHICLE at the time of service must be presented in order to have repairs begun on YOUR VEHICLE.
And:
YOU must give YOUR authorization to the repair facility for teardown to diagnose a problem. YOU *** be required to supply the ADMINISTRATOR with all maintenance records for service performed on the VEHICLE, when the maintenance involved relates to the specific FAILURE or to verify odometer operation.
Another *** be found in section E (12) of the *** captioned WHAT IS NOT COVERED which stipulates a specific exclusion for Any costs if verifiable receipts as required in section C. YOUR RESPONSIBILITIES are not furnished on request.
In this instance ******************** chosen repair facility suspected major internal engine damage after his vehicle was towed to their location with a complaint of knocking noises upon acceleration.Since all internal engine components rely for their function, performance,durability, and longevity upon timely performance of engine oil and filter maintenance as recommended by the vehicles manufacturer, the Administrator began by requesting that ****************** demonstrate compliance with his responsibilities under the *** by presenting verifiable receipts demonstrating that maintenance during the approximate 22 months and ****** miles ****************** had owned his vehicle. Unfortunately,****************** was unable to provide any service records at all.
With that, the Administrator did NOT summarily deny the claim or blame anyone for anything; but instead offered ****************** the courtesy and accommodation of allowing him to authorize his engines diagnosis, and to determine not just the cause of whatever MECHANICAL BREAKDOWN or FAILURE *** exist but to simultaneously, and hopefully, verify that the engine in his vehicle was free of sludge, varnish, insufficient lubrication, or any other condition which would indicate a lack of proper maintenance or another ***-stipulated exclusion.
We are happy to report that ***************** eventually pursued that process of accommodation, and it allowed for authorization of repairs covered per the terms and conditions of the *** and to the limits of its liability, in the amount of $8,800.05 after the ***s $100.00 per-visit deductible.
Under these circumstances we believe the Administrator has acted properly and in full compliance with the *** terms by which it and ****************** are bound. We are grateful for the privilege of being ******************** *** Administrator,although we do naturally regret that he *** have a perception the *** has not fulfilled its responsibilities or purpose. Beyond that, we certainly share his implied wish and preference that any vehicle repair could be authorized and completed immediately upon request, in any amount and/or for any reason, including those that *** be unknown. However, we must respectfully disagree with the assessments and accusations levied in the complaint, as the facts prove they are without merit.
If ****************** has any additional questions regarding this claim disposition, he *** contact our office directly by telephone at **************.
Sincerely,
Claims Department
Automobile Protection Corporation - APCOCustomer Answer
Date: 05/24/2023
Complaint: 19955241
I am rejecting this response because:as stated before in my orginal complaint
Sincerely,
***********************Initial Complaint
Date:04/10/2023
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.
Good evening, This is absolutely unacceptable customer service. When I purchased the car through ********** ***** I alsopaid for an extended warranty thru EasyCare (APO Holdings). The extended warranty company has heen hassling myself and the repair shop since the end of January. At the time of initial request, I had not even owned the car for 24 months. The car gets few miles, as my husband rides his motorcycle more than he drives the car and has been fully maintained in the time I've owned it. It is unprofessional and absolutely ludicris to demand I have all service records on a car I've only owned 2 yrs and harassment to demand a letter from ******* corporate that ****** engine isnt covered by ******* recall which they can easily look up online. They've also demanded multiple quotes on used, new, & rebuilt engines, additional cost estimates for parts with part numbers, etc. They've keep the mechanic on hold for extended periods and disconnected him multiple times. Again, I paid to have an extended warranty, not a hassle or harassment. I may be female, but I grew up in a business that does warranty work all the time, and it is both insulting and demeaning to receive such poor customer service and harassment from the ********************** company, including no name or contact info in their email that demanded more info. I have been without the car for over 10wks due to the incompetency of this warranty company. This needs to be resolved and my car fully repaired immediately. *********************** **********Business Response
Date: 05/10/2023
May 10, 2023
Complaints Team 3
BBB of Metro Atlanta, ****** & NE *******
Vehicle Service Contract Number: EGT1030B03
Vehicle Service Contract Holder: ***********************
BBB Complaint Case #: 19918979
Dear Complaints Team 3,
In accordance with your request,we ask that you accept this letter containing important information regarding the complaint submitted by ***********************, and the vehicle service contract (***)referenced above.
Unfortunately, under the terms and conditions of **************** ***, the claim was initially determined ineligible for coverage and left in a pending status due to the following:
1) *** *** extends coverage eligibility for the repair or replacement of all covered parts specifically listed within the ten categories of PRIMARYCare which sustain a MECHANICAL BREAKDOWN or FAILURE.
2) *** *** defines MECHANICAL BREAKDOWN or FAILURE as the inability of any covered part(s) to perform the function(s) for which it was designed due to defects in material or workmanship of that covered part.
3) Although diagnosis performed with **************** authorization by the professionals at Emergency Vehicle Specialists in **********, ******** (EVS), was incomplete; their preliminary findings suggested to them that the cause for the symptoms reported may have been the result of a yet undetermined level of internal engine damage.
4) EVS further advised that they had researched potential assistance with the correction of symptoms noted by **************, under a campaign of extended engine coverage offered by the manufacturer of **************** vehicle ********** which would take precedence over the ***s potential eligibility per section E (1); but that they had been informed by ******* that **************** vehicle and engine did not qualify for coverage under that campaign.
5) Section C of the *** entitled YOUR RESPONSIBILITIES states: To keep this *** valid, YOU must have YOUR VEHICLE serviced as recommended by the VEHICLE manufacturer. If requested, proof of required service including verifiable receipts showing date and mileage of the VEHICLE at the time of service must be presented in order to have repairs begun on YOUR VEHICLE. Service within ***** miles and/or 30 days of the manufacturers recommended interval shall be considered compliance under the terms of this ***, and further instructs that:
6) YOU must give YOUR authorization to the repair facility for teardown to diagnose a problem. YOU may be required to supply the ADMINISTRATOR with all maintenance records for service performed on the VEHICLE, when the maintenance involved relates to the specific FAILURE or to verify odometer operation.
7) According to independently compiled reference material and documentation, ******* specifies the engine oil and filter service intervals for **************** vehicle should not exceed 6 months or ***** miles. *** performance, reliability, serviceability, and longevity of all internal engine components depend on timely compliance with the manufacturers maintenance schedule.
8) ****************** records to support compliance with that manufacture recommended engine oil and filter service requirement have not been forthcoming.
9) Section E (1) of the *** entitled WHAT IS NOT COVERED, stipulates a specific exclusion for the repair of any MECHANICAL BREAKDOWN or FAILURE Caused by a lack of maintenance
10) Section E (12) of the *** entitled WHAT IS NOT COVERED, stipulates a specific exclusion for Any costs if verifiable receipts as required in section C. YOUR RESPONSIBILITIES are not furnished on request.
Nevertheless, as a goodwill gesture in the interest of customer satisfaction, upon receipt of your email notification our office reached out to EVS to review the information above, and to offer an alternate path for them to pursue with **************** permission, in the hope that some level of coverage under the *** may ultimately be determined eligible. To that end, we advised EVS they may obtain **************** authorization to expose the internal engine components to the minimum extent necessary to demonstrate their condition, with the understanding that if clean, sludge/varnish-free components with no indication of a lack of maintenance or insufficient lubrication are verified, we would assign an independent mechanical inspector or ask EVS to assist by providing digital evidence of that result, and resume the claim evaluation. On the other hand, if the presence of sludge,varnish, insufficient lubrication, contamination, or another condition excluded by the *** were verified instead, we would be obligated to apologize for being unable to offer assistance under the ***, and ************** would be responsible for all related costs.
EVS advised that they understood that approach and those conditions, and that they would review them with ************* before proceeding. We have not received return contact from EVS since.
In an abundance of caution, we must respectfully add the reminder and suggestion that ************** not operate her vehicle with these known symptoms and risk further damage to any component because of that continued operation the correction of which may then also be limited or excluded for reasons including but not necessarily limited to those stipulated in section C of the *** captioned YOUR RESPONSIBILITIES which states that Any operation of the VEHICLE that results in further damage,related to the original MECHANICAL BREAKDOWN or FAILURE, shall be considered YOUR failure to protect the VEHICLE and shall not be covered under this ***and/or that is disclaimed in section E (1) of the *** which excludes the repair of any MECHANICAL BREAKDOWN or FAILURE Due to continued operation and failure to protect the VEHICLE from further damage caused by lack of necessary coolants or lubricants;
Under these circumstances, we believe the Administrator has acted properly and in full compliance with the terms and conditions of the ***. We look forward to EVS return contact and the resumption of **************** claim as conditionally outlined above. If ************** has any additional questions regarding this claim, she is welcome to contact our office directly by telephone at **************.
Sincerely,
Claims Department
Automobile Protection Corporation - APCOInitial Complaint
Date:04/05/2023
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.
Hello on Tuesday March 28 I took my 2012 ****** Outback into the ****** of ************* for transmission maintenance in order to stay up to date with my Easy Care PowerLife warranty requirements and address shifting issues in the vehicle. IT should be noted that EasyCare was the deciding factor in purchasing my car 5 years ago with the comfort that my family and I would be protected should anything go wrong. The mechanics at ****** alerted me to a need for a new torque convertor which appears as covered on my warranty. After first being told on Wednesday 3/29 by the dealership advisor that an Easy Care rep had assured him the work would be covered, but asked for 24 hours to deliver the warranty company's preferred part - Easy Care delayed the process by requesting maintenance records (which could've been requested up front). In the meantime I am renting a car from the dealership at $35/day and am now on day 9, funds which I do not have on top of the inconvenience. My dealer advisor sent off the required documents Monday April 3 with no response from Easy Care, so that I had to call in today 4/5 to learn that the note still says they're awaiting the records. Everyday this is not resolved I am charged for a car rental. At this point, I simply want Easy Care to honor the torque converter warranty coverage and pay for the inconvenience of car rental charges which at fast approaching $400 the longer they take to review my case.Business Response
Date: 05/04/2023
May 4, 2023
Complaints Team 3
BBB of Metro Atlanta, ****** & NE *******
Limited Warranty Contract Number:PWRQ227517
Limited Warranty Contract Holder:****************************
Issuing Dealer: *******************
BBB Complaint Case #: 19900055
Dear Complaints Team 3,
In accordance with your request,we ask that you accept this letter containing important information regarding the complaint submitted by ************************* in connection with a recent request for prior repair authorization presented under the terms and conditions of the POWERLIFE Limited Warranty Contract (****) provided at no cost to ******************* by his Issuing Dealer, ******************* (GJ), referenced above.
As a preliminary matter, please understand that our office was appointed by GJ to perform the sole function of administering the **** and any claim(s) that *** be submitted pursuant to its terms. In that capacity, our office is not responsible for fulfilling any obligation to repair or replace components or provide benefits of any kind. In addition, the **** stipulates that NO PERSON HAS THE AUTHORITY TO CHANGE THIS LIMITED WARRANTY OR TO WAIVE ANY OF ITS PROVISIONS.
Unfortunately, per the terms,conditions, limitations, and exclusions of Mr. ********* ****, the claim has been determined ineligible for coverage at this time, due to the following:
1) To qualify for repair or replacement coverage under the ****, proof of timely performance of all scheduled maintenance as recommended by Mr. ********* vehicle manufacturer, and/or as *** otherwise be specified in Section B of the **** entitled YOUR RESPONSIBILTIES, must be kept by him and furnished to the Administrator upon request.
2) A diligent review of the documentation submitted on Mr. ********* behalf to support performance of the manufacturer recommended and/or **** required maintenance, reveals several omission(s) and/or excess(es) beyond the **** established grace ****** for such maintenance intervals.
3) Among those services missing or late include engine oil and filter changes due every six months or ***** miles, a brake fluid replacement due at the 90,000-odometer mile interval, a complimentary powertrain inspection by GJ due at the 90,000-odometer mile interval, etc.
4) Section D (9) of the **** entitled WHAT IS NOT COVERED, contains an explicit exclusion for Any costs if verifiable receipts as required in section B. YOUR RESPONSIBILITIES are not furnished on request.
Regrettably, unless verifiable receipts demonstrating compliance with Section B of the **** are forthcoming,the current status would invalidate the ****, and consequently, any reimbursement for current or future repairs under its terms.
We are grateful for the privilege of being Mr. ********* **** Administrator, and regret that coverage cannot be applied. If ******************** has any additional questions regarding this claim disposition, he is welcome to contact our office directly by telephone at:**************.
Sincerely,
Administrative Offices
P.O. Box 88230
*******, ** 30356-8230Initial Complaint
Date:03/29/2023
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.
On 3-11-2023 I purchased an extended warranty for my 2017 **** Escape but on 3-13-2023 at 6:00 pm I changed my mind and cancelled the warranty. The $199 down payment was already withdrawn from my checking account. I called ********************** today which is 3-29-2023 because my money of $199 was not deposited back into my account. At ********************** they said it would take 60 for the money to be returned to me which would be May 11, 2023. They also said that they would send me a check on that date. My question is can a company take that long to refund my money that they took directly out of my checking account? I do not think that I should have to wait 60 days. I would like my refund now since it has been two weeks. I believe that they have had sufficient time to make a refund.Business Response
Date: 04/27/2023
April 27, 2023
Complaints Team 3
BBB of Metro Atlanta, ****** & NE *******
BBB Complaint Case #: 19870803
Dear Complaints Team 3,
In accordance with your request,we ask that you accept this letter containing important information regarding the complaint submitted by *******************************, under the Case # referenced above.
As a preliminary matter, I would like to express that we greatly appreciate the time that ****************** has taken to write and share her concerns with us, as this presents a valuable opportunity for us to examine and correct possible deficiencies in our internal procedures. The feedback ****************** has been kind enough to provide is especially vital in our ongoing efforts to make improvements in the training, or to ensure our customers satisfaction with the services we provide. Your patience in awaiting a response from our office has been very much appreciated,and we apologize for the slight delay.
Regrettably,despite the best efforts and good intentions of all not the least of which are those undertaken and diligently pursued by ******************, of course the preferences we share are sometimes impacted by the evolution of processes,protocols, and/or conditional terms designed to protect the interests of those engaged in financial transactions; but in ways neither of us would prefer at all. Having reviewed ******************** concerns with the EasyCare ******************** (****), we understand that the method ****************** chose to utilize for her vehicle service contract purchase was the **** or Automated Clearing House variety by which various financial institutions facilitate the exchange of funds among issuers and recipients in a computerized, digital fashion. ************* financial institutions also operate under some strict and unalterable rules of their own one of which is apparently that they permit any *** transfer to be disputed for a period of at least 60 days. This is true regardless of whether a refund of the original *** transfer has been issued and even confirmed via a separate method, such as the check refund ****************** is requesting, and which the **** is happy to provide, once that 60-day dispute window imposed by the financial institution(s) has elapsed.
If ****************** would like to inquire of her own financial institution regarding potential documentation she may obtain from them which would affirm full and final acknowledgement that no dispute of this *** transaction would be forthcoming, then forward that type of documentation the **** would also be pleased to review that documentation in an effort to expedite the refund via check. Unhappily, though, the **** is unable to unilaterally override the 60-day dispute window established by the financial institution(s), and/or reverse the *** payment on its own without such written affirmation.
We certainly apologize for any frustration or inconvenience ****************** has experienced. Rest assured, however, that the requested refund will be timely issued at or shortly following expiration of the *** dispute period, currently estimated to occur on May 11, 2023. We trust that our response has addressed the concerns expressed by ******************, and we wish her the very best the future has to offer.
Sincerely,
Claims Department
Automobile Protection Corporation - APCOInitial Complaint
Date:03/27/2023
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.
On 9/9/22 Paid $2,000 for PowerCare Warranty for 2015 *********** Equinox 12/13/22 Engine stopped working. Vehicle was towed to ************* for repairs Today 3/27/23 My vehicle is still there because EasyCare refuses to pay for engine replacement when ************* recommended it in the beginning. An inspector from EasyCare has been there twice and chose the cheapest solution. Because of that, Its been almost 4 months and my vehicle still isnt fully repaired. My current warranty definitely covers engine repairs.Business Response
Date: 04/19/2023
April 19, 2023
Complaints Team 3
BBB of Metro Atlanta, ****** & NE *******
Vehicle Service Contract Number: ***ED55BE806
Vehicle Service Contract Holder: *********************
BBB Complaint Case #:19857570
Dear Complaints Team 3,
In accordance with your request,we ask that you accept this letter containing important information regarding the complaint submitted by ************************ and a recent claim submitted under the terms of ********************* vehicle service contract (***) referenced above.
As a preliminary matter, please understand that the *** is neither an insurance policy nor is it a warranty, it does not promise unconditional assistance with the repair of everything that could possibly go wrong with ************** vehicle, and it does not pledge immediate, unconditional approval of every request for an entire engine replacement without regard to whether the ***s foundational prerequisites for coverage have been met. Rather, the *** is a simple agreement between the Issuing Provider/Obligor (**) and the *** customer,in this case ********************** under which the ** agrees to to repair, replace, or reimburse [**************] for the reasonable cost to repair or replace, any of the parts and components of YOUR VEHICLE covered pursuant to this CONTRACT due to a MECHANICAL BREAKDOWN or FAILURE, less the DEDUCTIBLE (if applicable), subject to the terms, conditions, and exclusions set forth (t)herein. A MECHANICAL BREAKDOWN or FAILURE is defined in the *** as, the inability of any covered part or component of YOUR VEHICLE to perform the function for which it was designed due to defects in material, defects in workmanship, or normal wear and tear.
This coverage is in effect for a specified period of time and vehicle mileage, and since ************** selected the POWERCARElevel of coverage for his ***, only those specific parts and components listed under the heading COVERAGE and within the 5 specific categories of POWERCARE,are eligible for repair or replacement during the *** term subject, of course, to certain stated terms and conditions, limitations, and exclusions.
May we further clarify that the reimbursement requests initiated by ********************** (WCC) on ************** behalf during the above referenced claim, have not been declined. Instead, authorization sufficient to repair all covered parts diagnosed and demonstrated by WCC with Mr. ******************* was initially provided on January 6, 2023, in the amount of $3,324.58. This authorization consisted of the parts and labor required to replace the engines timing chain components, and to rebuild the cylinder head including replacement of 8 exhaust valves and was presented to WCC on the condition that they were certain their diagnosis was complete, and that there were no additional defects in material or workmanship which would require further repair or engine replacement.
Unfortunately, WCC contacted the Administrator several weeks later, on January 23, 2023, to report that they now believed there WAS additional damage that *** be eligible for coverage under the ***, and that *** require replacement of the engine as an assembly to correct. The Administrator reminded WCC of the conditions under which the original authorization was provided, that the *** would be unable to participate with parts or labor requests that duplicate or overlap with the authorizations already provided; but that they were welcome to resume their diagnosis with ************** authorization per section B of the *** captioned YOUR RESPONSIBILITIES, and the understanding that if the *** could not assist further, ************** would be responsible for all additional costs. The Administrator further asked WCC to please give our office a call back as soon as they were able with the results of their ongoing diagnosis and a repair estimate so that we *** continue the claim evaluation, as *** be applicable.
Subsequently, during a second third-party mechanical inspection WCC demonstrated the widespread presence of metallic debris of unknown origin, but which had ultimately resulted in scoring all the exposed engine bearings, cylinder walls, and which clogged the camshaft actuator solenoid lubricant screens. The Administrator sought to review these findings and their undetermined origin with WCC promptly upon receipt and review of the inspectors findings, on February 20, 2023. Alas, despite repeated follow-up attempts the Administrator has not yet received WCCs callback.
As the *** Administrator, our office certainly understands and sympathizes with the implied frustration expressed by ************** (as we understand it, on behalf of **************). However, we are compelled to respectfully disagree with his contention that the *** or its Administrator has dismissively chose(n) the cheapest solution quite the contrary. There are myriad reasons why an automobile engine *** suffer a breakdown, symptom, or failure; but some causes for such an occurrence *** be eligible for repair coverage under the ***, while others *** be either ineligible, or limited by a contractual exclusion, etc. The *** does not promise to cover the repair or replacement of all components, without regard to whether they have suffered a MECHANICAL BREAKDOWN or FAILURE; or if they have suffered a MECHANICAL BREAKDOWN or FAILURE if such a breakdown is not the result of a defect in material or workmanship to a covered part. Therefore, while we can certainly appreciate ************** (and **************) wishes and preferences, the Administrator is simply not at liberty to unilaterally waive, ignore, dismiss,alter, selectively apply, or refrain from applying the contractual terms by which it, and **************, are bound. Indeed, the *** specifically admonishes that NO PERSON HAS THE AUTHORITY TO UNILATERALLY CHANGE THIS CONTRACT OR TO WAIVE ANY OF ITS PROVISIONS. The Administrator has, in fact, honored the *** in every respect; and we welcome return contact from WCC so that we *** consult with them regarding their diagnosis, the physical evidence presented in this claim, their prior repair attempt(s), and/or other matters, in pursuit of the full measure of coverage available under the ***.
We are grateful for the privilege of being ************** *** Administrator, we trust our letter has helped clarify the facts and events surrounding his recent claim, and we thank you for the opportunity to correct any misunderstanding(s). If ************** has any additional questions regarding this claim disposition, he *** contact our office directly by telephone at **************.
Sincerely,
Claims Department
Automobile Protection Corporation - APCOInitial Complaint
Date:03/19/2023
Type: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 sold (traded in) an 2018 Audi A5 for a ****** WRX back on 2/27/23. I contacted the dealership that I purchased the **** from and never got a response. Therefore, I contacted the company that issued the Extended Auto Warranty directly, EastCare out of *******, ******* requesting a refund for the premium unearned (the policy was pre-paid).They assigned a case number, then they went through an exhaustive process of requesting documents from me and the dealership I purchased my new vehicle from. Those documents were sent to them several times, ie., the Odometer Statement of the 2018 **** A5 on the day of its trade-in and the statement of the amount offered by the dealership as a trade-in value.To this day I have not heard back from the company advising me what my refind is and when I will receive it!I don't understand BBB's rating of this company as A+. In my case, it's a total F!Business Response
Date: 04/18/2023
April 18, 2023
Complaints Team 3
BBB of Metro Atlanta, ****** ***** NE *******
Vehicle Service Contract Number: ESTBCE6330
Vehicle Service Contract Holder: *********************
BBB Complaint Case #: 19620940
Dear BBB Complaints Team 3,
In accordance with your request,we ask that you accept this response to the complaint submitted by *********************,and the vehicle service contract (***) referenced above.
Upon receipt of the Bureaus notification and the images **************** provided with his filed complaint, we consulted with our ************************ and requested expedited handling of that request. Of course, we apologize for any frustration or inordinate delay **************** may have experienced.
Nevertheless, we are pleased to report that Mr. ******* *** has been cancelled per his request, effective February 27, 2023, and at a then-current odometer reading of ****** miles. The Administrator portion of the calculated pro-rata refund was then promptly issued to Mr. ******* selling dealer. On March 21 and April 7, 2023, our customer service representatives spoke to Mr. ***** ****************, explained the cancellation/refund status, and advised that their selling dealer would shortly add the pro-rata portion of the *** purchase price they retained, to the Administrators portion; then issue the full refund if they had not already done so.
With that, we believe Mr. ******* concerns have been resolved. We are grateful for the privilege of having been Mr. ******* *** Administrator, and we wish both him and **************** the very best the future may offer.
Sincerely,
Claims Department
Automobile Protection Corporation - APCOCustomer Answer
Date: 04/18/2023
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:02/23/2023
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.
Easy care states on their advertising documents when selling these policys that seals and gaskets on all covered parts are covered. On Tuesday February 21st the shop notified that my truck was complete and ready for pick up. I picked up my truck that night, drove home and parked inside my barn. The next morning I went out and noticed a large coolant leak under the opposite side of the truck from which the original leak was. I called the repair shop and informed them. Without hesitation they told me to bring back to inspect and find the problem. After inspecting they found that one of the radiator hoses has a seal that failed after being removed and reinstalled. This is an issue that could not been seen diagnosed at the time of repair and in most cases the part can be reused but in my case the part failed. Easy care was contacted by the repair shop and they stated that they do not cover hoses. I contacted easy care after being notified of this and proceeded to have to argue with them. The first agent I spoke with told me I could not speak with a supervisor and it wouldnt do me any good anyway. After insisting to speak to someone else I was put on hold. A few moments later someone answered and instantly knew who I was so they were briefed on the situation. They refused to take my situation into consideration and denied to help with the cost of the hose. The hose on my truck did not fail which they proceeded to insinuate. The seal which prevents the hose from leaking is built into the hose and is one part number. In order to replace the seal the hole hose has to be replaced which is almost $200. I believe that they are falsely advertising their coverages to get sales on their policies then when it comes down to being responsible to cover a repair they deny their responsibility to cover items counting on most people are not mechanical and are not able to comprehend why they are denying the coverage.Business Response
Date: 03/23/2023
March 23, 2023
Complaints Team 3
BBB of Metro Atlanta, ****** & NE *******
Vehicle Service Contract Number: ***E4FB8DAB9
Vehicle Service Contract Holder: ***********************
BBB Complaint Case #: 19452592
Dear Complaints Team 3,
In accordance with your request,we ask that you accept this letter containing important information regarding the complaint submitted by *******************, and the vehicle service contract (***)referenced above.
Please understand that the reimbursement request initiated during the recent claim by Mr. ****** repair facility,******************** in **********, ******** (PTAR), has not been declined. Instead, authorization to replace the leaking radiator diagnosed by PTAR was covered per the terms and conditions of the **** and has been issued in the net amount of $1,044.70,after the ***s $500.00 per-visit deductible. Following their return of Mr. ****** repaired vehicle, PTAR contacted the Administrator once again to advise that his vehicle came back to their service department with another coolant leak, this time from a radiator hose,and they requested authorization under the *** to replace that hose. Unfortunately, the Administrator was obligated to apologize to PTAR and explain that the *** could not assist with the hose repair, due to the following:
1) Mr. ****** PRIMARYCare *** extends coverage only to the repair or replacement of the specific components and parts itemized within COVERAGE, categories # ****, in the event one of those specific covered parts suffers a MECHANICAL BREAKDOWN or FAILURE solely due to defects in material or workmanship, and subject to the ***s terms, conditions, limitations, and exclusions.
2) Rather than a defect in material or workmanship of a covered part, on Mr. ****** return visit, diagnosis performed with Mr. ****** authorization and reported to the Administrator by the professionals at PTAR, identified a coolant leak from a radiator hose, and they requested authorization on Mr. ****** behalf to replace that hose.
3) The causal part diagnosed and identified by PTAR the radiator hose is not specifically listed among those items in PRIMARYCare categories # ****; and is therefore a non-covered part.
4) In addition, section C (9) (a) of the *** captioned WHAT IS NOT COVERED specifically excludes the repair or replacement of all hoses (except air conditioning lines and hoses)
While we can certainly appreciate and sympathize with Mr. ****** preference that the *** provide coverage for non-covered parts, or parts which may be suggested are involved or recommended with,connected to, part of, and/or which may become necessary in conjunction with repair of other parts, etc., no hose (except perhaps an air conditioning hose which has suffered the requisite defect in material or workmanship) is eligible for repair or replacement coverage under the ***.
We are grateful for the privilege of being Mr. ****** *** Administrator, and regret that authorization to replace the excluded radiator hose could not be applied in this instance. Nevertheless, we look forward to the opportunity to again provide coverage and prior authorization for future repairs presented in accordance with the *** terms, throughout the remainder of its active period. According to our records the *** will remain in full force and effect until July 6, ****, or a total vehicle odometer reading of ******* miles, whichever first occurs.
If ************** has any additional questions regarding this claim disposition, he is welcome to contact our office directly by telephone at: **************.
Sincerely,
Claims Department
Automobile Protection Corporation - APCOInitial Complaint
Date:02/16/2023
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.
The company sold me a warranty by telling me that jeeps commonly have engine issues and if my jeep had an issue it would be fully covered. I have paid them about $1,230 for the coverage and since my jeep did end up having an engine issue I tried to get them to cover it and they refused to so they said they would cancel my contract and refund me my money. They sent me a refund check of $213.79. I feel like they actually robbed me because they promised to fix my engine if anything went wrong with it, then did nothing to help me fix my jeep after promising they would but now are refusing to give me a full refund after not living up to the promise that they made to me.Business Response
Date: 03/17/2023
March 17, 2023
Complaints Team 3
BBB of Metro Atlanta, ****** & NE *******
Customer: *************************
******************** Complaint Case #: 19419761
Dear Complaints Team 3,
In accordance with your request,we ask that you accept this letter containing important information regarding the complaint submitted by *************************, and the vehicle service contract (***)referenced above.
Please understand that not all of the reimbursement requests initiated by Ms. ******* repair facility,***************** Chrysler Jeep (TDCJ) during the claim to which she refers, have been declined or refused. Instead,authorization for repairs covered per the terms and conditions, limitations,and exclusions of the **** has been issued in the amount of $1,946.33. Although every effort was expended in pursuit of the full measure of coverage permitted under the **** a portion of the repair authorization requested was ineligible for coverage based on the following:
1) The ***s STATEDCare coverage extended only to the repair or replacement of the specific components itemized in COVERAGE LEVELS categories ****, in the event of a MECHANICAL BREAKDOWN or FAILURE solely due to defects in material or workmanship.
2) Rather than a defect in material or workmanship, diagnosis performed by the professionals at TDCJ, and as verified upon independent third-party inspection, has confirmed evidence of overheat and extensive warpage of the sealing surface at the right cylinder head, consistent with the complaints of rough running and no-start reported to them.
3) The verified cylinder head warpage was so extreme that its deflection measured at least *****, or 300% more than the manufacturers specified tolerance.
4) In addition, TDCJ demonstrated evidence of coolant bypass at the cylinder head gasket(s), and the #6 exhaust valve seat had fallen out of the cylinder head, further confirming and consistent with operation of the engine during a period of worsening overheat.
5) The only plausible explanation for an underlying cause of the overheat evidence witnessed, and for the components such as these to have become so excessively warped and damaged, appeared to be a leaking water pump which had been recently replaced.
6) Nevertheless, and in a compassionate effort to extend the advantage of any doubt toward the benefit of ****************, the Administrator conceded coverage in an amount necessary to replace the cylinder head gaskets, on the theory that they may have been the current cause for the coolant loss.
7) Accordingly, an amount equal to the parts and labor which would be required to replace both cylinder head gaskets was authorized under the *** as a good faith gesture in the interest of customer satisfaction.**************** was and remains welcome to apply that contribution toward the necessary and proper repairs her engine now requires.
8) Regrettably, however, the extreme level of warpage and sub-damage beyond the cylinder head gasket(s), could only occur during a period of continued operation in the absence of the necessary coolants with which its manufacturer designed Ms. ******* engine to perform.
9) Section C of the *** entitled: YOUR RESPONSIBILITIES stipulated that, Any operation of the VEHICLE that results in further damage, related to the original MECHANICAL BREAKDOWN or FAILURE, shall be considered YOUR failure to protect the VEHICLE and shall not be covered under this ***.
10) Section E (1) (s) of the *** entitled: WHAT IS NOT COVERED excludes the repair of any MECHANICAL BREAKDOWN or FAILURE which is; Due to continued operation and failure to protect the VEHICLE from further damage caused by lack of necessary coolants or lubricants
Subsequently, **************** requested cancellation and pro-rata refund of her **** and that request was processed per section M of the *** entitled CANCELLATION. However, since far more than 30 days had elapsed since the *** purchase,and since the above-referenced claim had clearly been made and authorized, a full refund of the amount **************** had paid toward the *** purchase to that point,was not available or possible. The refund issued in the amount of $213.79 did in fact represent the pro-rata portion of the unused *** term but please understand the *** had not been fully paid for yet since **************** chose an installment plan. Therefore, the total amount of Ms. ******* payments as of the date of her cancellation request which were in excess of the corresponding unused portion of the total *** term, less the $50.00 cancellation fee, was refunded as the *** stipulates.
We are grateful for the privilege of having been being Ms. ******* *** Administrator, and regret that full coverage could not be applied in this instance. Our office is still awaiting TDCJs final invoice reflecting completion of the necessary engine repairs, so that we may apply and reimburse the authorized contribution.
If **************** has any additional questions regarding this claim disposition, she may contact our office directly by telephone at **************.
Sincerely,
Claims Department
Automobile Protection Corporation - APCO
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