Complaints

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

close

Find a Location

EasyCare has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  EasyCare

  6010 Atlantic Blvd Norcross, GA 30071-1303

  
• 

  EasyCare

  PO Box 88230 Atlanta, GA 30356-8230

  
• 

  EasyCare

  PO Box 88238 Atlanta, GA 30356-8238

  
• 

  EasyCare

  PO Box 88077 Atlanta, GA 30356-8077

  
• 

  EasyCare

  PO Box 888050 Atlanta, GA 30356-0050

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 2019 GMC ****** is having a transmission issue took truck to dealer as I purchased warranty almost 4k extra easy care will do anything and everything to get out of paying to fix the problem they told dealer that since I didn't get a transmission flush at 90k miles it's not covered after reading my owners manual the recommended change would be at 71k I did not own truck then and the next one should be done at 144k they denied my claim this is totally unacceptable I will be seeking legal representation next you cannot make rules up as you go or lie about mileage fix my truck I paid a lot of money for a warranty

  

  Business Response

  Date: 02/28/2025

  To whom it may concern:

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

  *** ****

  Easycare

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business declined authorization of payment for auto repairs of a coolant leak which was diagnosed by an authorized dealership. The coverage listed specifically lists coolant system as well as seals and gaskets. When I reached out for explanation it was said the repair was more aligned with regular maintenance which is not the case.The reason being due to a hose assembly needing to be replaced along with the gasket seems like a sleezy way to get out of paying this repair. The gasket was the main point of failure.

  

  Business Response

  Date: 02/25/2025

  To whom it may concern:

  Thank you for forwarding Mr. ********* comments to us.  We appreciate the opportunity to review the matter and will contact Mr. ******* directly to address his concerns.

  *** ****

  EasyCare

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22987193
  
  I am rejecting this response because:

  I have heard the response for the rejection but based on the fact that the gasket was the root of the problem I think at least part of this should be covered.

  I have not seen the writeup that was sent by the dealership and I am going off my phone conversation with them.  The explanation I was given for the hose needing to be replaced was that they have frequent failures when one is replaced without replacing both.  The part itself is not the major issue it's the labor and diagnosis for replacing a part that failed and is on the basic tier coverage which states seals and gaskets are covered for covered parts.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 02/26/2025

  To whom it may concern:

  No Gaskets were called into Easycare as failed and needed to be replaced.

  Please have the repair facility call EasyCare back if they have other failed parts that may be covered on your vehicle service contract.

  Thank you,

  *** ****

  EasyCare

  Customer Answer

  Date: 03/04/2025

   
  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.

  The work had already been completed by the time I was able to speak with the service department.  While it wasn't fully explained in the service writeup it seems as though they did replace two coolant hoses.

  I was told initially that these were a result of a gasket failure inside the assembly.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March of 2024 I purchased a 2016 Chevrolet Equinox certified used car through a dealership with a 12 month ****** mile warranty covered by Easy Care. January 25 of this year, the rear end seal blew out while I was driving. I got it towed back to the dealership for service and was informed that it was not covered because it was cold and the *** valve froze leading to the malfunction. They also informed me it was not a factory defect. It seems unfair that I was not made aware that I should not drive it when it is cold considering I live in ****. I purposely overpaid for a certified used car that had a warranty thinking if something went wrong it would be covered. At this point I have been without a vehicle for over three weeks and the bank/loan company still wants their money next week which I still have to pay. And to make things worse the engine was knocking like a pinball machine telling me there is more wrong than just the seal blowing out. Throughout this entire ordeal nothing popped up on the dash telling me something was wrong until it stalled out.

  

  Business Response

  Date: 02/24/2025

  To whom it may concern:

  Thank you for forwarding Mr. ******* comments to us. We appreciate the opportunity to review the matter and will contact Mr. ***** directly to address his concerns.

  *** ****

  EasyCare

   

• Initial Complaint

  Date:02/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried to contact the **** ****** Jeep dealership in ******, ***** to cancel the easy care protection contract and they never replied to my email so i called easy care directly on their phone number ************ and i explained the situation and i asked them to cancel that contract and refund me the money and they insisted that i have to contact the dealership, in same call i told them to wait and will try to contact the dealership and the dealership finance team didn`t answer my phoner and the Easy Care dropped the call without anything as they insist that i would contact the dealership to cancel my protection contract, As the owner they should respect that and cancel it right away.

  

  Business Response

  Date: 02/11/2025

  Hello, 

  We have forwarded the concern to the contact the customer was speaking with yesterday and will be reaching out to further discuss.  Thank you.  

   

  CONTRACT: SLX3C251B429

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got an extended warranty from EasyCare with ********* ******** in ******************, **, for the engine of a used 2013 ******* Elantra with about ****** miles. The engine was fine for a few months, but then developed a "tap" which was diagnosed as piston slap, The warranty company asked for proof which the repair facility provided. They covered the cost of the used engine and the labor. The very first time I started it up with this used engine, there was a heavy vibrating idle that was the very first symptom. After a few days it started to tap again. They diagnosed it as the same thing. Another used engine was sourced and put in, again with the warranty company covering it. This engine also started tapping, and was replaced. The tapping started within a couple of weeks of repair. The next engine lasted a little longer, but, unfortunately, started tapping as well. I am still using the third engine, and it sounds pretty bad. It won't last long. The repair facility has had great difficulty getting the warranty company to cooperate. They asked for pics and video in December 2024, and were provided with them. After the holiday, they asked for another teardown, of the same engine, and for the same pics and videos, but redone, at cost. They tried to have me pay out of pocket for this. The repair facility stepped in and said no, but were shot down. I called ********* and the finance manager there made a call to get them to waive this, however, the next day they changed it. Because the repair facility was requesting a refurbished engine instead of the defective ones, the warranty company said I reached the limit of liability. I cannot pay the 2900 out of pocket, and I, along with my repair facility don't believe I should have to given all the defective engines running up this cost.

  

  Business Response

  Date: 02/05/2025

  To whom it may concern:

  Thank you for forwarding Mr. ******* comments to us.  We appreciate the opportunity to review the matter and will contact Mr. ***** directly to address his concerns.

  *** ****

  Easycare

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22899738
  
  I am rejecting this response because:

   

  The business did contact me and the supervisor *** **** listened to me and was open minded and said he would look into it. That being said, after he looked into it, the answer was exactly the same and I understand they are trying to hold the contract, but the contract in my mind has not been fulfilled due to completely unforeseen circumstances for which there is no stipulation for in the contract. I am also having trouble getting reimbursed by them as based on my contract they will pay out $40 a day for six days for a rental. I paid for five days of a rental and I submitted my email claim to the email address, I was instructed I waited nine days and received no response. When I called in again, a lady told me there was a different email address that I needed to send it to. I sent this to the other email address and I still have not received any response. I called *** **** back this morning and asked him about it and he said he did not know where it went. Perhaps it just got lost in the general mailbox. He said send it to me today and he will get it paid today. It is Thursday, February 6 and I am really hoping they will actually get it paid today. I also asked him why the warranty company asked for a second teardown and refused responsibility for the cost when they had already received pictures and videos of the current teardown for the current engine. *** was not able to offer any response as to why this happened to me, but the demand that I pay for a second teardown with mysteriously waved the day after when I contacted my finance manager. *** insisted it is not personal and I would like to believe this, but really my ultimate issue is simply with the contract failing to get me a working engine and after a year of struggling, I am still just now finding out that I have to put in almost $3000 of my own money which I dont have, largely due to having to deal with this car for the last year. I appreciate your assistance in this matter and if theres anything else we can do to get this situation changed I would greatly appreciate it.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 02/11/2025

  To whom it may concern:

  I reviewed Mr. ******* claim with him several times and I explained to Mr. ***** that the dollar amount authorized by Easycare for all repairs on his vehicle exceeds the limit of liability on his service contract(over $9,400.00).

  I have also had Mr. ******* rental reimbursement processed in the amount of $240.00.

  Unfortunately, there are no more funds available on Mr. ******* contract to apply towards his engine repair.

  Thank you,

  *** ****

  EasyCare

   

   

   

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22899738
  
  I am rejecting this response because:

   

  I understand that the contract is clear on the limit of liability. However, there are two main points which I believe make this situation unique, and that the contract does not address.

  1.

  My repair facility and I both wanted a refurbished or new engine put in after the first used engine failed for the same reason the original did. My repair facility supervisor, ***** ******* of St. ******* *******, has stated that if they had put in a refurbished engine earlier when they requested it, this would not have happened. They did in fact request this, and APCO did not allow it. They insisted another used engine be put in it. Neither me, nor the repair facility have any control or any real supervision on these used engines, which come from LKQ, and they arrived already put together, meaning we had to ****** on them being OK, which clearly has not worked out, and also perform teardowns at great cost of labor each time they go wrong. So they send us used engines, and when they go bad almost immediately, the repair facility has to do a teardown and take pictures and video. APCO has required a teardown for each of the 3 engines which have gone bad, including the two they have sent. Even when the repair facility, who have no discernible reason to lie (from my view), have verified the same issue (piston slap) has been happening to each engine, the teardown is still required, and added to the overall cost, contributing to this limit of liability issue. *****, and others at the repair facility have remained professional throughout, but they have told me that this is one of the worst situations they have seen with a warranty company, and they do not believe I am being treated fairly. 

  2.

  This most recent engine to go bad, which has not yet been replaced, had to be torn down as well, and pictures and video were sent over as proof, adding to the overall cost by, ironically, about the same amount that I am being asked to pay out of pocket. Almost 3 thousand. What really made me suspicious however, was the fact that APCO received this proof, and requested ANOTHER teardown of the same engine, and specifically asked that I pay this extra, again, at almost $3,000. When this happened, my repair facility encouraged me to reach out to the dealership which sold me the warranty, ********* Cadillac Saint ******. Originally, the manager said they could not do anything. They sent me down the road to the ***** service department, who told me to go directly back and speak with the finance manager. When the finance manager at ********* heard my story, he pulled me into his office and made a call. He admitted that the warranty company is very difficult to work with sometimes and most of the interactions are with call center employees and much can get mixed up in the mediation. After this call, the next morning, I was on the phone with an APCO supervisor, and they said that requirement for the extra teardown had been waived. They offered no explanation as to why it was required when I asked.

  Additionally, the costs of maintaining this relationship with APCO have been high. I have had to borrow family cars, get rides to work, walk, and pay for rental cars. ******* paid for one rental session, and *** **** did say that I will be reimbursed for the portion on my contract. But I have had to pay a fair amount out of pocket during this time, while also paying the car loan, and some small fees for the dealership not covered by the contract.

  In short, I reject this response because I believe the situation is unique and the contract does not cover most of the extra variables in this case. I have felt fairly helpless during this time, aside from the first few months in which the car worked well, I have been dealing with this most of 2024 and now over a month in 2025.

  Thanks for reviewing this.

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

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought easycare for peace of mind when I bought my vehicle I encountered an issue after ***** miles, the two front tires went bald in the outer sides. I took it in to where I bought and they said the alignment was severely off and no underlying issues were found.***** miles later the front tires are bald again, this time I took it to the local ****** dealer and after paying for a inspection and alignment for them to pinpoint the issue, they figured out it is caused by the front struts being bent. Says its not failed. How is it not failed if it has caused this to ky vehicle? Easycare has denied the claim and refuses to let me speak to adjuster. Asking me stuff like have I hit potholes, curbs, no! I havent!

  

  Business Response

  Date: 01/30/2025

  To whom it may concern:
  
  Thank you for forwarding Mr. ********* comments to us.  We appreciate the opportunity to review the matter and will contact the customer directly to address his concerns. 
  
  

  Thank you,

  ****** ******
  
  EasyCare
   

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22875532
  
  I am rejecting this response because: my issue is still not solved at this time, will mark resolved if it gets fixed.
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 02/03/2025

  To whom it may concern:

  The repair facility called in a claim stating the Struts were Bent causing uneven tire wear.

  Struts bend because they were physically damaged, not because of a mechanical failure.

  Per the terms of the customers contract, Physical Damage is Exlcuded:  Exclusion E; Caused by negligence, improper previous repair, misuse, abuse, or
  Physical Damage;

  If the repair facility can show a mechanical failure to the struts and not physical damage - Please have them call Easycare and schedule an inspection to verify the cause of failure. Easycare is willing to review this claim further by inspecting the vehicle.

  Thank you,

  *** ****

  EasyCare

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22875532
  
  I am rejecting this response because: the repair facility has stated it is not due to physical damage, this issue has been happening for a while. Ive went through two sets of front tires in the ****** miles Ive owned the vehicle 

  this warranty is proving itself worthless 
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase the easy care GAP policy with my vehicle refi. Im very upset and annoyed with this company if advised anyone and everyone to stay clear ! I suffered a total loss of my vehicle back in November of 2024 !!! I filed my claim on their disfunctional website . I upload everything needed twice at this rate . We are going on month 3 now . I have no heard a word from them every time I email I get told I need to call or a document is missing, that in fact was uploaded. Everytime I login in to their claims portal it just looks as if the claim has not even been processed or reviewed . I have called several times and get told someone will be following up with me in a week ! No one has ever followed up with me ever . Im so sick of this ! 3 months !!! 3 months !!! I have never dealt with a gap policy ever taking this long to process a claim this is beyond ridiculous and there is no excuse for this taking so long. Ive had to pay on my car payment for a vehicle that I dont even have now just because I dont want this to affect my credit score when this **** policy should have already taken place . This is the most inconvenient thing I have ever dealt with . Never buy any type of gap or warranty from these people !

  

  Business Response

  Date: 01/17/2025

  TO whom it may concern:

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

  *** ****

  Easycare

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vehicle was deemed a total loss on April ******* I bought a new one a month later a 2024 jeep wrangler same dealership. ************************** paid the lender in July 2024 the warranty holder the next months once we cleared the confusion on which jeep it was 2023 or 2024 at this time 8/24 was given Apco holdings information as they should fulfill my claim. Here it is January and I have to call and find out they are still holding for documents I have medical problems and missed a month of babysitting. I have held on the phone for 45 minutes. Related emails to the one girl in charge. I am frustrated I have not been able to make 2 payments do to health and lack of being able to work. My credit is suffering because I almost 3 months not paying for 23 wrangler. Still nothing I am e mailing daily now. Do not want to hold 45 minutes any longer it has been 9 months since the loss. This is the first time I bought a new vehicle and gap insurance. Please help I am getting no where.

  

  Business Response

  Date: 01/17/2025

  To whom it may concern:

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

  *** ****

  National Auto Care

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January 2021, I purchased a used 2018 Mustang at ********** in ********, *******. Key Scales also sold me an extended warranty, including lifetime powertrain coverage, through Easy Care.On Jan. 6, 2025, I took the Mustang to AAMCO in ******, *******, after experiencing some grabbing in the transmission. I contacted the Easy Care claims office, which informed me verbally that a claim would be opened. Later that same day when ***** contacted Easy Care after diagnosing a transmission issue, the shop was told my warranty had expired.Easy Care continued to maintain my warranty had expired for the next two days, until **** **********, Banking and Finance Representative at Key Scales, and ***** ****, Orlando District Manager for Easy Care, agreed that my warranty included LIFETIME coverage of the powertrain. ***** then forwarded the maintenance records I provided to Easy Care showing regular oil changes and visual inspections of the sealed transmission system, noting that no leaks or other issues had ever been detected.For the next three days, Easy Care claimed it never received the records, despite a time-stamped email to the correct address. I contacted **** on Jan. 9, who told me to "give it another day." Although I have reached out to **** and Easy Care for updates, I have not heard from **** since then, nor have I been contacted by Easy Care.On Dec. 10, I called Easy Care and spoke to "*****" who continued to claim that the company had never received my maintenance records. When I insisted it had, she was finally able to find the records, but said I still needed to provide information on engine air-filter changes. I pointed out that air-filter changes were included in the oil changes, as noted on the maintenance records. The warranty requires I get Easy Care approval before authorizing any work or the warranty is invalid. But after two weeks, Easy Care has neither approved nor denied the claim, which would, at least, allow me to pursue a legal remedy.

  

  Business Response

  Date: 01/17/2025

  To whom it may concern:

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

  *** ****

  EasyCare

  Customer Answer

  Date: 01/21/2025

  On Jan. 17, 2025, the BBB notified me that Easy Care had decided to contact me directly. However, the company was entirely unresponsive to my complaint. The company has continued to deny and delay. In more than two weeks, the company's claim department has never once reached out to me to request documentation beyond the initially provided maintenance records. In fact, the company has continued to deny it has received any records, despite the fact that I provided a time-stamped email. When I reached out to Easy Care after several days of the company's deny-and-delay tactics, a claims person named "*****" first denied that any records had been received, then finally conceded that they had, but the person handling my claim was "out of the office." That person has never contacted me. The company initial response to my complaint indicates it plans to continue its deny-and-delay tactics. 

  Following is the email I sent in response:

  To: *** ****, Director of Claims Relations,
  
  CC: ***** ******, Florida District Manager
          **** ********, Division Vice President
          ****** *****, Better Business Bureau of *******
  
  Mr. ****:
  
  I was disappointed that Easy Care's initial response to my Better Business Bureau complaint about the company's handling of my lifetime warranty claim for a transmission issue with my 2018 Mustang was to have Mr. **** continue the company's "deny and delay" approach.  
  
  It was Easy Care's decision to deal directly with me, instead of going through the BBB as an intermediary.
  
  As outlined in my complaint, for two days after I filed a claim, Easy Care denied that a warranty existed. It claimed that my LIFETIME warranty had expired.
  
  For the next two days, Easy Care denied that it had received maintenance records, which had been forwarded to the Easy Care claims department by ***** in DeLand.  
  
  Since then, over a two-week period, now going on three weeks, not once has the claims department reached out to me. 
  
  Deny and delay.
  
  While I provided maintenance records, here are the facts about my claim: 
  
  The transmission problem was caused by a failed part in the SEALED transmission system. The warranty covers the powertrain, including the transmission. As a sealed system, the transmission system is not available for regular maintenance. The ****************** does not recommend service for ******* miles. My transmission failed at 65,000. 
  
  The sealed transmission system can only be visually inspected for leaks, and as noted on the maintenance records, visual inspections at every oil change showed no leaks to suggest an existing or developing problem. The fact is that no required or recommended maintenance of the vehicle would have prevented the failure of the transmission part.
  
  However, my complaint to the Better Business Bureau is about how Easy Care has handled my claim, about your business practices. 
  
  To this day, my claim has not been denied. Neither has it been approved, despite my attempts to contact the claims department. 
  
  Instead, after first claiming that my warranty had expired, and then denying it had received any maintenance records, the Easy Care claims department has simply ignored me and multiple calls from *****. Deny and delay, in hopes, I suppose that I will eventually give up and authorize repairs myself, which would invalidate the warranty.
  
  As part of my BBB complaint, I was asked what I wanted from Easy Care to settle the complaint. In Mr. ****** response, written I assume at your direction, there was simply more deny and delay. 
  
  Sincerely,
  
  ****** D. *****

  

  Business Response

  Date: 01/22/2025

  To whom it may concern:

  Mr. ***** had a Vehicle Service Contract and a Limited Warranty on his vehicle.

  When the claim was called in by the repair facility 1/6/25, a claim was started on the Vehicle Service Contract. While documenting the details of claim, it was discovered that Mr. ******* Vehicle Service Contract was Expired by mileage. 

  It was not discovered until the following day(1/7/25) that there was also a Limited Warranty on Mr. ******* vehicle and a claim was started with the repair facility. At this time, Easycare requested Proof of all Maintenance Records for Mr. ******* vehicle.  Whatever the reason, EasyCare did not confirm receiving the Service Records until 1/10/25.

  At the time of reviewing the service records submitted to Easycare on Mr. ******* vehicle, it was determined that there were service records missing that are required per terms of ******************* Warranty.  This information was communicated to Mr. ***** on 1/14/25.  I am not sure why the delay in communicating this information to the repair facility or Mr. ****** but I apologize for this delay.  

  Easycare contacted the repair facility on 1/20/25 to **************** claim because of missing service records. 

  If Mr. ***** can locate & submit the missing service records to Easycare for review, we can then verify if the required maintenance was done. If we determine that all required maintenance was done on his vehicle - EasyCare will then proceed with the claim.

  Mr. ***** can contact me at - ************** if he would like to discuss this matter further,

  Thank you,

  *** ****

  EasyCare

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22819470
  
  I am rejecting this response because:

  Mr. **** fails to mention that the contract I have with Easy Care includes a LIFETIME warranty on the powertrain. That policy number was provided to Easy Care when i initially filed the claim on 1/6/25. For two days, Easy Care claimed my LIFETIME warranty had expired. It took an intervention from the **** dealership that sold me the car and the service contract for Easy Care to belatedly agree that I have a valid warranty.

  I provided service records, through ***** in DeLand, on 1/7/25.

  To this day, Easy Care has not contacted me about records that Mr. **** now claims are "missing."

  I reached out to ***** ****, Orlando District Manager for Easy Care, regarding the status of my claim on multiple occasions, only to be told to "give it another day." I called the Easy Care claims number on 1/14/25 -- Easy Care did NOT contact me as Mr. **** contends -- and spoke to "*****." who initially denied that any records had been received, then conceded they had, and said they didn't include engine air-filter or cabin air-filter changes. If told her the oil-change and multipoint inspection service records I provided all indicated that the engine air-filter was also serviced. I also told her that as the car owner, I change the cabin air-filter, a piece of equipment that has nothing to do with the transmission or the performance of the car. 

  ***** then told me the person with my records was not in the office at the time, but she would have him call me back. I never received a call back. To this day, Easy Case has not indicated what records are "missing." Instead, Easy Care continued to ignore my claim, until I contacted the BBB. 

  Telling me weeks after the claim 2 1/2 weeks after the claim was filed is not acceptable. Even in his response, Mr. **** does not say what records are supposedly "missing," yet another example of the company's deny and delay policy. 

  I have now had my transmission fixed. Easy Care can either pay for the cost of repairs and the car-rental expenses I incurred because of it deny-and-delay policies, or I can seek remedy elsewhere. 

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

  

  Business Response

  Date: 01/23/2025

  To whom it may concern:

  Per the terms of ******************* Warranty - it states:

    "You agree to Maintain the covered vehicle in accordance with the manufacturer's stated periodic maintenance recommendations and this limited warranty's guidelines, and keep all receipts of such service.  See Section "B" Your Responsibilities".  I have attached a copy of ******************* Warranty for review.

  Section B. Your Responsibilities States:

  To Keep this LIMITED WARRANTY valid, You must have your vehicle service as recommended by the Vehicle manufacturer with the following exception if different from the manufacturer's recommendations: ********** & filter changed every 6 months or ***** miles-whichever occurs first.

  *** ***** has owned this vehicle for ***** days and ****** miles - this would require *** ***** to submit 7 Maintenance Records for his vehicle showing what maintenance was performed on his vehicle during this time period.

  Our Records indicate that only 3 Maintenance Records were submitted by *** ***** to EasyCare. 

  *** ******* claim was Denied because the required maintenance for his vehicle was not done as outlined in his Limited Warranty.

  If *** ***** can locate and submit the missing maintenance records to EasyCare, we are willing to review his claim and verify the maintenance required was performed, and move forward with his claim.

  I have called *** ***** 2 times this week to discuss his claim - and was unable to reach *** *****.  

  Thank you,

  *** ****

  EasyCare

   

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22819470
  
  I am rejecting this response because:

  I have attached a package of three email, two sent to Mr. **** and one, a timeline of events, that was sent to the Atlanta BBB office on Jan. 22, 2025.

  In addition to EasyCare's deny-and-delay fraudulent practices, Mr. **** continues to make inaccurate statements.

  First, I submitted service records for five oil changes and multipoint inspection services, not three, as Mr. **** claims. Those records were for at oil change at Classic Lube in ****** in 9/21, ****** **** in ****** in 6/22, ****** **** in ****** in 1/23, ****** **** in ****** in 9/23, and Classic Lube in ****** in 5/24. Another oil change was due, and scheduled, in December 2024, however service was delayed when the transmission issue developed, and ****** **** advised that its transmission person would be unavailable until late January 2025. When I spoke with "*****" at EasyCare on Jan. 14, I said I also had the car serviced one other time -- it's noted on my calendar -- but wasn't sure where. I said I may be able to track it down, if necessary. She said the person reviewing my claim would get back to me, but no one ever did.

  Second, as noted above and in my emails to Mr. ***** no one from EasyCare ever, from the day I filed the claim on Jan. 6 to today, has ever requested additional service records. Since ***** in ****** submitted the service records noted above, no one from EasyCare ever contacted ***** about needing additional service records. For two weeks, both my efforts and efforts by the service manager at ***** to get updates on the status of my claim were ignored. As I knew the submitted records were sufficient.

  Third, I have now moved on. I have had the car repaired. I am no longer interested in dealing with EasyCare and its shady business practices. In order to settle my claim, I have asked EasyCare to pay for my repairs and car-rental expenses incurred because of its deny-and-delay business practices, and to reimburse me for the $2,100 I paid for the warranty it now refuses to honor in 2021, with 5% per year interest.

  EasyCare has not responded in good faith.

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

  

  Business Response

  Date: 01/24/2025

  To whom it may concern:

  Per the terms of ******************* Warranty - it states:
  
    "You agree to Maintain the covered vehicle in accordance with the manufacturer's stated periodic maintenance recommendations and this limited warranty's guidelines,and keep all receipts of such service.  See Section "B" Your Responsibilities".  I have attached a copy of ******************* Warranty for review.

  
  Section B. Your Responsibilities States:
  To Keep this LIMITED WARRANTY valid: You must have your vehicle service as recommended by the Vehicle manufacturer with the following exception if different from the manufacturer's recommendations: ********** & filter changed every 6 months or ***** miles-whichever occurs first.
  

  *** ***** has owned this vehicle for ***** days and ****** miles - this would require *** ***** to submit 7 Maintenance Records for his vehicle showing what maintenance was performed on his vehicle during this time period.
  

  Our Records indicate that only 3 Maintenance Records were submitted by *** ***** to EasyCare. 
  

  *** ******* claim was Denied because the required maintenance for his vehicle was not done as outlined in his Limited Warranty.
  

  If *** ***** can locate and submit the missing maintenance records to EasyCare, we are willing to review his claim and verify the maintenance required was performed, and move forward with his claim.
  

  I have called *** ***** 2 times this week to discuss his claim - and was unable to reach *** *****.  
  

  Thank you,
  

  *** ****
  EasyCare

  Customer Answer

  Date: 01/26/2025

   
  Complaint: 22819470
  
  I am rejecting this response because:

  See attachments.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 01/27/2025

  To whom it may concern:

  Per the terms of ******************* Warranty - it states:
  
    "You agree to Maintain the covered vehicle in accordance with the manufacturer's stated periodic maintenance recommendations and this limited warranty's guidelines, and keep all receipts of such service.  See Section "B" Your Responsibilities".  I have attached a copy of ******************* Warranty for review.
  
  Section B. Your Responsibilities States:
  To Keep this LIMITED WARRANTY valid: You must have your vehicle service as recommended by the Vehicle manufacturer with the following exception if different from the manufacturer's recommendations: ********** & filter changed every 6 months or ***** miles-whichever occurs first.
  
  Mr. ***** has owned this vehicle for ***** days and ****** miles - this would require Mr. ***** to submit 7 Maintenance Records for his vehicle showing what maintenance was performed on his vehicle during this time period.
  
  Our Records indicate that only 3 Maintenance Records were submitted by Mr. ***** to EasyCare. 
  
  Mr. ******* claim was Denied because the required maintenance for his vehicle was not done as outlined in his Limited Warranty.
  
  If Mr. ***** can locate and submit the missing maintenance records to EasyCare, we are willing to review his claim and move forward with the repairs if all the required maintenance was completed.
  

   
  
  Thank you,
  
  *** ****
  EasyCare

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22819470
  
  I am rejecting this response because:

  In his response, Mr. **** says, "Our Records indicate that only 3 Maintenance Records were submitted by Mr. ***** to EasyCare."

  This is false.

  Five sets of records were submitted to EasyCare via email on 1/7/25. 

  I recently received a request from Ms. ***** at the BBB to copy her on the email originally sent to EasyCare. That was done last week. 

  In addition, on 1/26/25, two additions sets of maintenance records were sent to Ms. ***** and the BBB. Those addition records were not sent directly to EasyCare because after first indicating EasyCare would communicate with me directly, Mr. **** then decided to communicate through the BBB. My understanding, per Ms. ****** is that she would forward the additional records to EasyCare. 

  Between the five sets of records sent directly to EasyCare on 1/7/25 and the two records conveyed to Ms. ***** and the BBB on 1/26/25, I have now submitted the seven records of oil changes requested by Mr. ************************************************* *****

  Customer Answer

  Date: 01/30/2025

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  Throughout this process, Mr. **** has been unresponsive. I have provided maintenance records to Mr. **** and the BBB showing seven oil changes during the period I have owned the car; eight if you count the oil change at the time of purchase. Mr. **** has said EasyCare would honor the warranty if I provided a record of seven oil changes during that period. I have no expectation that he will now participate in good faith with BBB moderation. In addition, I am wholly disappointed with the "resolution specialist" assigned to my complaint. She repeatedly contacted me outside the complaint portal, using her business email, and when I responded she said the information I provided could not be added to the file. I asked how to ensure that the service records were made a part of the official process, and she blew me off. I am also concerned that a complaint from a resident of *******, over a warranty sold in *******, was assigned to the BBB office in the same town in ******* where the headquarters of the business the complaint was filed against are located. As a former investigative reporter, I find the very real likelihood of a conflict-of-interest disturbing. In short, based on my experience over the last two weeks, I no longer have any confidence in the BBB. However, I do not consider this complaint closed.        

  Regards,

  ****** *****

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an extended warranty that specifically covers wheel and tire due to hazardous roadway conditions. I hit a pot hole, and my wheel is bent beyond repair and beyond drivable. Theyre trying to tell me my tire has to be flat in order to cover it but the warranty doesnt say that.

  

  Business Response

  Date: 01/09/2025

  To whom it may concern:

  As of today, No Claim has been started on this contract.

  Please have the repair facility contact Easy Care to start a claim.

  Thank you,

  *** ****

  Easy Care

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22784272
  
  I am rejecting this response because I spoke with multiple people on the phone yesterday from EasyCare and they confirmed that they wouldnt cover it because my wheel wasnt bent enough to cause a flat tire. But my wheel was deemed undriveable by the dealership. 
  Even though the terms and conditions say theyd cover a manufacturer wheel and/or tire due to hazardous roadway conditions. 
  the woman I spoke to on the phone told me my situation qualified for coverage but my wheel wasnt bent enough to cause a flat tire. Still not drivable. Still wont cover it. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 01/09/2025

  To whom it may concern:

  As of now, No Claim has been called into Easy Care on this vehicle with details of what is failed and what needs to be replaced.

  We need to have all the details of the repair before we can make a decision on coverage.

  Please have the repair facility contact Easy Care to start a claim - with complete estimate of repairs.

  Thank you,

  *** ****

  Easy Care