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.
- 69 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:07/13/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I took my car to the ********************** located at the **************** in ********, ****. It was determined that the issue was my catalytic converter. *** submitted the claim to my extended warranty company, EasyCare, and it was denied. We were told that the reason the catalytic converter needed replaced to begin with, was due to some other parts that had went bad (pistons being one of them), and all of those parts WERE covered by EasyCare, so they resubmitted the claim.It was been AN ENTIRE MONTH now since *** has had my car, and they have been unable to get cooperation from EasyCare. We've called EasyCare on an almost daily basis and when we're able to get a person on the phone, we're told that the adjuster hasn't made it out to Ricart yet to inspect my vehicle. Any other car warranty I've ever had has been fine with a written report and/or supporting photos from the technician to get a claim approved, so not only is it more time-consuming for EasyCare to have an adjuster come out to physically inspect the repair, but they won't even send the person out!They also won't provide me with a rental in the meantime because they said my claim has to be approved first. My claim can't be approved until the adjuster goes out to Ricart. My car has been held hostage for ONE MONTH now, and there has been 0 movement on my repair work, because of EasyCare's noncooperation.I work full-time, I have children with sports obligations, a husband that can't work overtime to eliminate the time my children and I are stuck at home without a vehicle, etc. It is absolutely unacceptable for EasyCare to have my claim dead in the water for A MONTH, without any progression towards a solution. I'm requesting assistance from the BBB (or anyone that can help) to either get them to send out their adjuster so my claim can move forward, or give me a refund on my warranty policy so that I can use the money to have my car fixed without their assistance.
Business Response
Date: 08/09/2022
August 9, 2022
******* Barrett
BBB of Metro Atlanta, ****** & NE *******
Vehicle Service Contract Number: EGT643783D
Vehicle Service Contract Holder: ****************************
BBB Complaint Case #: 17562359
Dear ******************,
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.
Although the *** Administrator certainly recognizes, understands, and sympathizes with the frustration expressed by ****************, we must respectfully but emphatically disagree with the allegations presented in the complaint. The *** is not an insurance policy, unlimited warranty, or an instrument which either promises or is capable of immediate and unconditional authorization for every demand made upon it; unless and until the simple and straightforward conditions for such authorization established by the ***, are met. Simply put the *** permits coverage for the repair or replacement of eligible components in the event of a MECHANICAL BREAKDOWN or FAILURE, subject to the ***s terms, conditions, limitations, and exclusions. The *** defines a 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.
Among Ms. ******* responsibilities as stipulated by the ***, are included that she must giveauthorization to the repair facility for teardown to diagnose a problem, and must allow the ADMINISTRATOR to inspect [the] VEHICLE to gather necessary information regarding any claim. In other words,while it may not be too unreasonable to theorize that a suggested repair or replacement could remedy symptoms that have been associated with the requested components the *** may only apply coverage to covered parts which have suffered a defect in material or workmanship, unencumbered by a stipulated exclusion. The process by which the *** allows for the necessary facts to be established in pursuit of that authorization must therefore be followed. Accordingly, and in the absence of a diagnosis/demonstration which only **************** may authorize, and which only her chosen licensed repair facility may perform the Administrator was simply unable to know whether a defect in material or workmanship of a covered part has taken place, what the extent of any potentially covered damage may be, and what may then be required to repair that damage.
On another level, of course, may we further clarify that neither the *** nor its Administrator sell or diagnose vehicles, operate a repair facility, perform repairs or component replacements;and neither direct the operation of those facilities which do. Moreover, the Administrator is also without the authority and wherewithal to pre-judge, pre-emptively authorize, or prematurely deny any claim before those necessary, foundational facts are known. With that,we are left with no substantive option other than to apologize for whatever circumstances may have led to a delay in diagnosing Ms. ******* vehicle; while compassionately pointing out that notwithstanding the reality that any automobile breakdown is an unwelcome impingement the disappointment and irritation experienced by *************** appears to have been beyond the purview or control of the Administrator in any case.
Nevertheless, we are pleased to report, and according to our records **************** is already aware, that the requisite diagnosis did take place with her permission, that eligible defects in material or workmanship have been verified, and that both the ***s prior repair authorization and its additional benefit of substitute transportation reimbursement have been issued to the limit of its liability. We are grateful for the privilege of being Ms. ******* *** Administrator, and we are pleased that coverage was able to be applied in this instance. If **************** has any additional questions regarding this claim disposition, she may contact our office directly by telephone at *************.
Sincerely,
Claims Department
Automobile Protection Corporation - APCOInitial Complaint
Date:07/08/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a roadside assistance policy with my vehicle purchase on 03/05/2018. The warranty's expiration date is 03/04/2023. The *** of the vehicle is ***************** the Easy Care contract # is SLX1K0052Z This morning, 07/08/2023 I got a flat tire and called for roadside assistance. The first call was at 8:12am. The representative took my all my information and started to process the claim and to send a tow truck.. She asked if I could go on hold. I did and the call was dropped about 30 minutes later. I call back and speak to another representative. She tells me the first rep is still working on the claim and will call me when she is done. 11:30 am I call again because I have heard nothing. This rep tells me the claim will not be covered and I will have to pay with little explanation. I asked for a supervisor and contact info from someone at the company to help me. She puts me on hold waiting for a supervisor and the call is dropped 5 minutes later.I paid $699 for this warranty (and I have the original receipt) and it failed me when I needed it. I want my money back. This is a scam.Business Response
Date: 07/20/2022
July 20, 2022
******* Barrett
BBB of Metro Atlanta, ****** & NE *******
Vehicle Service Contract Number: SLX1K0052Z
Vehicle Service Contract Holder: ******************************
BBB Complaint Case #: 17539244
Dear ******************,
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.
Upon receipt of your notification, we contacted the third-party provider of the roadside assistance benefits offered under the terms and conditions of Ms. ******** ***, and asked for a diligent review of their records with regard to the sequence of events ****************** described. The vendor/provider promptly conducted that review and research; finding that an untimely and atypical convergence of missing data, phone/technology issues, and a clearly unintentional but nevertheless delayed follow-up had apparently combined to prevent delivery of the service ****************** requested.
Notwithstanding that unfortunate collection of inadvertent mishaps, or our admitted inability to guarantee flawless phone/technology performance, we understand that the data issue is now being corrected. Beyond that we have been further informed that the vendor/provider has contacted ******************, apologized for falling short of her expectations, and has provided her with a substantial gift as a goodwill gesture in the interest of customer satisfaction to help compensate for the frustration and inconvenience she experienced.
Under these circumstances, we believe Ms. ******** concerns have been resolved to her satisfaction. We remain grateful for the privilege of being her *** Administrator, and are not only pleased to have been able to apply coverage for two prior PaintLess dent repairs, but we also look forward to the opportunity to offer future coverage and eligible benefits during the remainder of the *** term, which our records indicate will extend until March 4, 2023.
If ****************** has any additional questions regarding her ***, she is welcome to contact our office directly by telephone at **************.
Sincerely,
Claims Department
Automobile Protection Corporation - APCOInitial Complaint
Date:07/06/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid insurance payments since I purchased my **** F-150 from ********************* in ****** , **. After seven years, without filing a claim they denied my first and only claim because I couldn't prove the oil changes I had done in my home town an hour away. The garage I went to has been recently sold and there are no electronic records from the past owner.Business Response
Date: 07/26/2022
July 26, 2022
******* Barrett
BBB of Metro Atlanta, ****** & NE *******
Vehicle Service Contract Number: EGT1K02S04
Vehicle Service Contract Holder: *************************
BBB Complaint Case #: 17531052
Dear ******************,
In accordance with your request,we ask that you accept this response to the complaint submitted by ************************* in connection with a recent claim submitted on his behalf by ************** of ****** (TM), and the terms and conditions of Mr. ******** vehicle service contract (***), referenced above.
As a preliminary matter please allow us to clarify that the *** was neither an insurance policy nor an unlimited warranty but was instead a simple commercial contract under which its Issuing Provider agreed to repair or replace certain covered components in the event those covered components suffered a defect in material or workmanship during the active *** term subject, of course, to the ***s terms, conditions,limitations, and exclusions.
Unfortunately, under the terms and conditions of Mr. ******** ***, the claim has been determined ineligible for coverage at this point, due to the following:
1) Diagnosis performed with Mr. ******** approval by the professionals at TM, has caused them to believe the Check Engine light complaint reported to them, and the cold start rattle they verified, are the result of a premature wear or other failure of the engines timing chain(s), guides, tensioners, and/or variable camshaft timing units (VCT).
2) TM has further advised that they found Mr. ******** engine oil level to be one quart low on arrival, and that the condition of the oil which remained was dark, thick, and exhibited indications of sludge.
3) The performance, serviceability, and longevity of all internal engine components including and especially those suspected by TM as leading to the symptoms reported rely on timely compliance with the manufacturers engine oil and filter *********** schedule.
4) 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 ***.YOU may be required to supply the ADMINISTRATOR with all *********** records for service performed on the VEHICLE, when the *********** involved relates to the specific FAILURE...
5) Page 502 of the 2015 **** F-150 Owners Manual (Fourth Printing) specifies Never exceed one year or ***** miles (***** kilometers) between oil change intervals.
6) The verifiable service records thus far submitted in support of the manufacturer recommended engine oil and filter service intervals, indicates three excessive variances beyond both those intervals and the ***s ***** mile and/or 30 day grace ************* Three of these non-compliant intervals far exceed the manufacturer specified one year maximum, and two of those also far exceed the 10,000-mile maximum threshold one by over ***** miles, the other by over ***** miles.
8) 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 *********** or Due to a lack of lubrication from sludge or varnish, regardless of cause;
9) 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.
We are grateful for the privilege of having been Mr. ******** *** Administrator, although we sincerely regret the coverage obstacles encountered in this instance. Notwithstanding these unpleasant realities,in the unlikely event that verifiable receipts substantiating fulfillment of Mr.******** *********** responsibilities are forthcoming, and if TM is then able to use Mr. ******** authorization to demonstrate a clean, varnish-free/sludge-free engine with no sign of compromised lubrication and defects in material or workmanship to covered components; we would be more than happy to resume the claim evaluation and pursuit of the ***s prior repair authorization on the basis of such new and additional information.
Respectfully,
Claims Department
Automobile Protection Corporation - APCOInitial Complaint
Date:07/05/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a vehicle via ***************** earlier this year and got an extended warranty through Easy Care with the purchase of that vehicle. I have since traded in that vehicle and have tried collecting payment of the refund easycare owes me with no luck. I have sent over 7 emails so far, and spoken on the phone with numerous customer service agents as well, all with no luck. The dealership has not assisted in helping me either. This process has been going on for over a month as of now, and still no check has been sent to me. I understand as a business owner myself, issues like these can happen but were a month and a half in and still no one can tell me when I will be getting a refund check.Business Response
Date: 07/26/2022
July 26, 2022
******* Barrett
BBB of Metro Atlanta, ****** & NE *******
Vehicle Service Contract Number: EGT637D467
Vehicle Service Contract Holder: ***********************
BBB Complaint Case #: 17523838
Dear ******************,
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 sincerely apologize for any frustration or inordinate delay ************** may have experienced.
Nevertheless, we are pleased to report that **************** *** has been cancelled per his request, effective May 2, 2022, and at an odometer reading of ****** miles. The Administrator portion of the calculated pro-rata refund was then promptly issued to **************** selling dealer. We are further informed that the selling dealer has added the corresponding unused, pro-rata portion of the *** purchase price which they retained, to the Administrator portion, and have issued the resulting total net refund to **************.
With that, we believe **************** concerns have been resolved; and he should shortly receive the ***s cancellation refund via check as issued by his selling dealer, if he has not already. We are grateful for the privilege of having been **************** *** Administrator, and we wish for him the best the future may offer.
Sincerely,
Claims Department
Automobile Protection Corporation - APCOInitial Complaint
Date:07/05/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a car warranty with this company. The car had stopped two weeks ago and made a claim. The person I spoke with said I had road side assistance and coverage. They towed the car and told me I could take it any where I wanted as long it was a licensed auto repair place. The car is at CarX. I have been calling every other day to find out about the status of the car. CarX looked at the car and said the engine is gone. CarX had a hard time reaching the warranty company. Someone has contacted CarX from the warranty company. They wanted to make sure the car had been serviced and I sent that history to the warranty company. Today the warranty company is asking for CarX to tear down the engine. CarX doesn't tear down engine. They are charging $139.00 per hour (four to five hours) which I would have to pay. My payment is $250 deductible. I am without a car now. They provide rental reimbursement only for 6 days, $30 a day. The car will need to be towed somewhere else. I have called the dealership and they can't bet me in until later in the month.Business Response
Date: 07/28/2022
July 28, 2022
******* Barrett
BBB of Metro Atlanta, ****** & NE *******
Vehicle Service Contract Number: EGT359712E
Vehicle Service Contract Holder: *********************
BBB Complaint Case #: 17521548
Dear ******************,
In accordance with your request,we ask that you accept this letter containing important clarifications and information regarding the complaint submitted by *********************, and the vehicle service contract (***) referenced above.
As a preliminary matter, please understand that the *** is neither an insurance policy nor is it a warranty,and it does not promise unconditional assistance with the repair of everything that could possibly go wrong with Ms. ****** vehicle. Rather, the *** is a simple agreement between the Issuing Provider and the *** purchaser, in this case *********************, under which the Issuing Provider agrees 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. A MECHANICAL BREAKDOWN or FAILURE is defined in 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. This coverage is in effect for a specified period of time and vehicle mileage, and is subject to certain stated terms and conditions, limitations, and exclusions.
May we further clarify that Ms.****** claim has been neither authorized nor denied, and it remains in a pending status at this time due to the following:
1) As noted above, the foundational prerequisite for coverage under the *** is the MECHANICAL BREAKDOWN or FAILURE of a covered part, solely due to defects in material or workmanship of that covered part., subject to the ***s terms, conditions, and exclusions, among which are those included in section E which is captioned: WHAT IS NOT COVERED.
2) Section C of the *** captioned: YOUR RESPONSIBILITIES, stipulates:
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 ***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
3) As ************** indicates, the Administrator received a call from Car-X ******* and Brake (CXMB) on June 28, 2022, reporting that Ms. ****** vehicle had been towed to their location 3 days prior with a complaint that the engine would not run.
4) CXMB provided some preliminary findings such as low compression and that they believed the entire engine would require replacement.However, they had not completed their diagnosis with Ms. ****** permission and authorization, so they did not know the true cause of the reported symptom, whether that cause represented a defect in material or workmanship of a covered part, or what *** ultimately be necessary to correct that symptom.
5) Since all internal engine components rely upon timely compliance with the manufacturers oil and filter maintenance schedule and a steady, sufficient supply of ******************* for their durability, function, and serviceability, the Administrator first requested that CXMB obtain and forward, or ask ************** to forward, all the documentation she had to support performance of her vehicle manufacturers recommended and the ***-required engine oil and filter maintenance during the ***s active period.
6) Following receipt of the records ************** was able to provide, the Administrator asked CXMB, per section C of the *** as referenced above, to obtain Ms. ****** authorization to perform the minimal amount of diagnosis and/or teardown that *** be necessary to identify the cause of whatever failure(s) or damage the engine in Ms. ****** vehicle *** have suffered, and to contact the Administrator as soon as they were able with the results of that diagnosis and an estimate for repairs.
7) These same *** provisions were reviewed directly with ************** on several occasions over the ensuing days as well.Please note that neither the *** nor its Administrator have the authority or the responsibility to ask for CarX to tear down the engine, and neither did so.
8) Nevertheless, as ************** further indicates, CXMB declined to perform the diagnosis required to establish the cause and extent of whatever failure(s) or damage the engine in Ms. ****** vehicle *** have sustained; and arrangements were made to transfer the vehicle to **************************** ***** (BCM)
9) The Administrator received telephone contact from BCM on July 8, 2022, at which time they reported the arrival of Ms. ****** vehicle with the same symptom previously reported by CXMB.
10) Since that time, BCM has performed their own preliminary diagnosis with Ms. ****** authorization, which included findings of several diagnostic trouble codes, low engine compression, and somewhat curious but unresolved/undiagnosed indications of extreme crankcase pressure which appears to have led to the front crankshaft seal being pushed out, and which then resulted in the entire undercarriage being soaked with expelled oil.
11) Currently the Administrator is awaiting completion of BCMs diagnosis and/or teardown with Ms. ****** authorization; and the identification of what caused this rather unusual combination of symptoms in the fervent hope that what is ultimately found will represent a defect in material or workmanship of a covered part unencumbered by a contractual exclusion.
12) Upon receipt of that information the Administrator will assign an independent mechanical inspector to verify BCMs findings, in the hopeful pursuit of eligible repair coverage under the *** terms by which it, and **************, are bound.
We are grateful for the privilege of being Ms. ****** *** Administrator,and we look forward to the opportunity to resume the claim evaluation upon BCMs completion of their diagnosis; with her permission and the understanding that if the *** is unable to assist, all costs would be her responsibility.
If ************** has any other related questions or concerns regarding the claims status, she is welcome to contact our office directly by telephone at **************.
Sincerely,
Claims Department
Automobile Protection Corporation - APCOCustomer Answer
Date: 08/01/2022
Complaint: 17521548
I am rejecting this response because: I purchased this extended warranty for a piece of mind if I was to have any problems with my vehicle. My vehicle has now been down since June 19, 2022. I understand that there is a process however it should not take this long. I just want to be treated fairly in a timely manner. If this was their vehicle. I am sure they would also be frustrated about the process and how long it has taken. I have had to make several calls to the warranty company to find out about updates and information needed in regards to my vehicle. They also only reimburse for a rental car for six days. It has been over a month and 16 days and my car is still down. The service that I have received is horrible and unacceptable.
Sincerely,
*********************Business Response
Date: 08/03/2022
August 3, 2022
******* Barrett
BBB of Metro Atlanta, ****** & NE *******
Vehicle Service Contract Number: EGT3597**E
Vehicle Service Contract Holder: *********************
BBB Complaint Case #: 17521548
Dear ******************,
Thank you for your email dated August 1, 2022, notifying us of the additional comments you have received from *********************. We have reviewed Ms. ****** comments,and we share her concerns, but she has not presented any new information that would alter the claim status or endow the Administrator with powers or an authority to pre-judge the recent claim in the absence of the proper diagnosis only ************** may authorize.
We too regret that circumstances beyond the influence, participation, or control of the Administrator may be interfering with a more timely diagnosis by Ms. ****** chosen repair facility. However, please understand that neither the *** nor its Administrator are a vehicle manufacturer, dealer, or repair facility; and neither sell, diagnose, or repair vehicles nor do they direct the conduct or policies of parties that do perform those functions.
With that, we must respectfully direct ************** to our July 28, 2022 response, all of which remains entirely accurate and complete as of this writing, with specific attention to statements # **, # **, and those which follow thereafter.
We remain grateful for the privilege of being Ms. ****** *** Administrator, and we look forward to the opportunity to resume the claim evaluation upon **************************** Mazdas completion of their diagnosis; with her permission and the understanding that if the *** is unable to assist, all costs would be her responsibility.
As always, if ************** has any other related questions or concerns regarding the claims status, she is welcome to contact our office directly by telephone at **************.
Sincerely,
Claims Department
Automobile Protection Corporation - APCOInitial Complaint
Date:06/23/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought my 2019 Nissian Rogue at **************. I bought EasyCare Totalcare at the time of purchase in 2019. Recently, I had to take my car in for several repairs to a couple of places. Before i took my car in I contacted ************** to see if the repairs would be covered. The receptionist said the repairs wouldn't be covered. I argued with the receptionist saying I bought coverage. I couldn't remember the name of the coverage (Easycare Totalcare) because I have a traumatic brain injury. I'm a essential health personnel working with Covid so I need my vehicle to run smoothly. I argued with the receptionist no less than a handful of different times stating that I have coverage. She looked in the computer and said that I wasn't covered, nor did I have any coverage of any kind. The one time, the person stated that I wasn't even in the system of buying a vehicle. I've been paying out of pocket for repairs that should've been covered. In total I think it came out to be around $1,600 dollars of out of pocket expenses. I called Easycare to explain the situation and they replied that I wasn't going to be reimbursed. That I would have to eat that cost. Which is unfair. I've been a loyal and upstanding customer since 2019, having never missed a payment. The last time I contacted Opequon the receptionist stated to "come and stop by and get my paperwork for my Easycare." Are you serious? Why didn't they say that the first time? I could've been saved some aggravation, frustration, time, and of course money. I'm asking for a full refund of out of pocket expenses because your car dealership told me inaccurate information multiple times for my car repairs. I live paycheck to paycheck. Like most of us. I don't have money to just be throwing away. That's exactly what I did to the amount of $!,600 when I was told repeatedly by a dealership you do business with that I had no coverage. I am asking you to make a good-faith gesture and refund my money immediately as soon as possible.Business Response
Date: 07/13/2022
July 13, 2022
******* Barrett
BBB of Metro Atlanta, ****** & NE *******
Vehicle Service Contract Number: EGT2F39700
Vehicle Service Contract Holder: ***********************
BBB Complaint Case #: 17469093
Dear ******************,
In accordance with your request, we ask that you accept this letter containing important information regarding the complaint submitted to your office by ***********************, and the vehicle service contract (***) referenced above.
Although the Administrator is completely unaware of and did not participate in the interactions ************** describes as having taken place with her selling dealer,it is unfortunately quite true that the *** would be unable to assist with coverage for any repairs performed without its required prior authorization, due to the following:
1) Section D (1) of the *** stipulates Authorization from the ADMINISTRATOR, verified by issuance of an authorization code, must be received before any repairs are performed under this ***.
2) The same section D (1) of the *** further stipulates Upon OUR request, YOU must allow the ADMINISTRATOR to inspect YOUR VEHICLE to gather necessary information regarding any claim.
3) Section E (1) of the *** captioned: WHAT IS NOT COVERED, specifically excludes the repair of any MECHANICAL BREAKDOWN or FAILURE When repairs are performed without prior authorization;
4) The *** further alerts in bold type at the bottom of its first and last pages: NO PAYMENT FOR REPAIRS WILL BE MADE WITHOUT PRIOR AUTHORIZATION FROM THE ADMINISTRATOR, SEE SECTION D. 1.
5) And the *** alerts under the heading TERMS AND CONDITIONS: NO PERSON HAS THE AUTHORITY TO CHANGE THIS *** OR TO WAIVE ANY OF ITS PROVISIONS.
We will further mention that several weeks before ************** first contacted our office or yours in connection with the out-of-pocket expenses portrayed in her complaint, the Administrator was pleased to assist with authorization for the repair of a rear hatch/latch failure which WAS reported in accordance with the *** provisions, and for which the ***s requisite prior authorization WAS sought and obtained. Unhappily, our records do not indicate any other such request for prior repair authorization to date.
Indeed, the Administrator not only was never notified of these other matters or events by ************** or any other party prior to the completion of the repairs she describes; the Administrator was thereby prevented from gathering the information necessary to evaluate such potential claims and perform its customary due diligence pursuant to the terms by which it, and **************, are bound. Beyond that, of course, the Administrator is also without a way to now undo what has been done, it cannot pursue its right to independently inspect the presumed components prior to their repair or replacement and cannot know whether, for example, the operations mentioned by Ms. ***************** have actually represented maintenance procedures, repairs described as covered under her vehicles manufacturers warranty, matching a condition or status that could be excluded by the ***, some combination of those, or perhaps myriad other examples and conditions about which one may only speculate after the fact.
Under these circumstances, we believe the Administrator has acted properly and in full compliance with the *** at all times since its inception. Despite the fact that we also regret and apologize for the frustration ************** has expressed, we remain grateful for the privilege of being her *** Administrator, and we look forward to providing future prior repair authorization assistance should the opportunity arise during the remainder of the ***s effective term; which according to our records will remain active until October 12, ****, or a total odometer reading of ******* miles, whichever first occurs.
Sincerely,
Claims Department
Automobile Protection Corporation - APCOCustomer Answer
Date: 07/16/2022
Complaint: 17469093
I am rejecting this response because:
Sincerely,
***********************Business Response
Date: 07/22/2022
July 22, 2022
******* Barrett
BBB of Metro Atlanta, ****** & NE *******
Vehicle Service Contract Number: EGT2F39700
Vehicle Service Contract Holder: ***********************
BBB Complaint Case #: 17469093
Dear ******************,
Our office has received the Better Business Bureaus (BBB) email dated July 16, 2022, notifying us that there existed a new message in connection with the above referenced complaint. Having accessed the BBB portal, we are unable to locate any such message; only the appearance that Ms. ***************** have simply rejected the true, correct, and respectful reply we had previously posted,without comment.
Under those circumstances, and in the absence of any new or additional information that would permit further review, we can only direct ************** to the content of our substantive reply,dated July 13, 2022.
Sincerely,
Claims Department
Automobile Protection Corporation - APCOInitial Complaint
Date:06/21/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I truly regret purchasing an extended warranty policy from EasyCare. They are scammers, liars and difficult to deal with. I purchased a policy directly from the dealership with hopes that with any major issue, my vehicle will be covered. After 7 months of having my 2017 Jaguar FPACE, my engine blew. EasyCare immediately denied my claim without researching the true cause. When I contact the Senior Adjustor and various other parties who work for EasyCare, I was treated with disrespect and with repeated negligence. They did not to investigate but only deny my claim. I was informed that an adjustor would come to inspect my vehicle however they did not! I was then told by EASYCARE that there is no way to determine the true cause for why my engine blew because they waited over 1 month to come out to inspect once my car sat at the dealership awaiting service. They informed me that my engine would be torn down to determine the true cause of failure, yet did not even touch my car. Another inspector came out after 6 months of back and forth, and he did not inspect my engine either! However the will not do so because " they believe the cause of failure was from my coolant pipe leaking" yet they could not in FACT prove this, nor could there dealership. A 28k claims should not be denied without true inspection yet they will not inspect. They receive payment from me monthly yet management at EasyCare refuses to provide me with an invoice of my account. They also are REFUSING to send me the official denial letter for my claim which should be illegal as I AM A PAYING CUSTOMER WITH A ACTIVE POLICY. I believe that this business is a scammer and I demand justice as my engine is now gone and I was never negligent with my vehicle. The business practices they offer are not fair and has caused me great stress. In addition, they requested documentation for me making me think that they were planning to total out my car, yet did not! THIS IS THE WORST EXPERIENCE IN THE ******Business Response
Date: 07/07/2022
July 7, 2022
******* Barrett
BBB of Metro Atlanta, ****** & NE *******
Vehicle Service Contract Number: EGTFD262D1
Vehicle Service Contract Holder: *************************
BBB Complaint Case #: 17454611
Dear ******************,
In accordance with your request,we ask that you accept this letter containing important information regarding the complaint submitted by ************************* (LM), and the POWERCare vehicle service contract (***) referenced above.
As a preliminary matter, please understand that the *** is neither an insurance policy nor is it an unlimited warranty,and it does not promise to assist with the repair of everything that could possibly go wrong with LMs vehicle, cure all symptoms, diagnose the vehicle, or keep the vehicle in an arbitrarily determined satisfactory operational condition. Instead, the *** is a simple service contract agreement between its Issuing Provider and the *** purchaser,in this case LM, under which the Issuing Provider has agreed to repair,replace or reimburse [LM] for the reasonable cost to repair or replace any of the parts covered, if required due to a MECHANICAL BREAKDOWN or FAILURE. The *** defines a 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. This coverage is in effect for a specific period of time and vehicle mileage, and since LM chose the POWERCare level of coverage for the ***, only the specific vehicle components identified under the heading COVERAGE LEVELS and within categories # 1 - # 5 are eligible for repair or replacement in the event of a MECHANICAL BREAKDOWN or FAILURE subject of course, to the ***s stated terms and conditions, limitations,and exclusions.
Unfortunately, under the terms and conditions of the ***, the claim submitted on behalf of LM by Jaguar *************************** (*****) pursuant to the diagnosis the ***** performed with LMs authorization in accordance with section C of the *** captioned YOUR RESPONSIBILITIES, was not eligible for coverage due to the following:
1) As noted above, the POWERCare *** extends coverage only to the repair or replacement of the specific components and parts itemized within POWERCare COVERAGE, categories # 1-5, 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, diagnosis performed with LMs authorization by the professionals at *****, and/or as verified upon (two) independent third-party inspection(s), has confirmed diagnostic trouble code(s) consistent with misfire, melted portions of a fuel injector and an engine wire harness, coolant contamination of the engine oil, and indications of severe engine overheat resulting from operation of the vehicle in a worsening state and in the absence of necessary coolant to the point that the engine was barely operable at all.
3) The only plausible underlying cause for the condition which preceded operation of the vehicle in its impaired state, leading to the suspected internal engine damage, has been diagnosed and demonstrated by ***** as a split/leaking coolant crossover tube, followed by a loss of coolant, the ensuing overheat, coolant/oil intermix, and the melted components as evidenced and witnessed; with other internal engine damage suspected, the extent of which has not yet been determined by *****.
4) In addition to the melted fuel injector and engine wire harness, the causal part diagnosed and identified by ***** the split/leaking coolant crossover tube is not specifically listed among those items in POWERCare categories # 1-5; meaning each of these are, therefore, non-covered parts.
5) Section E (4) of the *** captioned WHAT IS NOT COVERED specifically excludes Repairs to any non-covered parts.
6) Section E (1) of the *** captioned WHAT IS NOT COVERED specifically excludes the repair Of a covered part damaged by the failure of a non-covered part;
7) Section E (1) of the *** captioned: 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;
8) Section C of the *** entitled: YOUR RESPONSIBILITIES stipulates 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 ***.
We are grateful for the privilege of being LMs *** administrator, even as we regret that all available information indicates coverage under the *** cannot be applied in this instance. If LM has any additional questions regarding this claim disposition she, ****************, or ***** are welcome contact our office directly by telephone at: **************. We are always willing to re-evaluate any claim on the basis of new or additional information.
Sincerely,
Claims Department
Automobile Protection Corporation APCO
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