Complaints

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

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  EasyCare

  6010 Atlantic Blvd Norcross, GA 30071-1303

  
• 

  EasyCare

  PO Box 88077 Atlanta, GA 30356-8077

  
• 

  EasyCare

  PO Box 88230 Atlanta, GA 30356-8230

  
• 

  EasyCare

  PO Box 88238 Atlanta, GA 30356-8238

  
• 

  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:12/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a 2015 F150 that I bought new and have had under this company's extended warranty from the day purchased. In early Dec 24 and engine check light came on and the **** Dealership diagnosed two repairs needed for $2400. When the dealership contacted Easycare they said this was not a covered event. I confirmed with Easycare. Thanks for playing, we will bill you next month for Easy-nocare I was paying $185 per month for maintenance for a 30 month extension. I'm 6 months into the contract. Over the life of the 2015 F150 I estimate Ive paid Easy nocare over $10,000. It took me a few hours on 12/27/24 to get the contract canceled at least i think its canceled. You never know when you are dealing with a ripoff artist. Be careful working with these folk they are easy to set up a no care plan but are a little difficult to cancel. By the way, a lot of credit unions offer extended plans that cover more for much less money. Actually a person at the dealership recommended one close to me and I'm very happy with the new plan and it saves me more than the $2400 repair. Just a word to the wise. Happy shopping !!!!

  

  Business Response

  Date: 01/06/2025

  TO whom it may concern:

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

  *** ****

  Easy Care

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the vehicle and the service plan from the dealership 2 years ago. The coverage is power train from 96k miles to 196k miles. The vehicle has 148k miles. 12/2 i take the car to the dealer for oil change and engine tick. They call easy care to fix and they say no we will fix when it fails. 12/6 the lifter drops in bank 1 inside the motor. Tow to dealer. Dealer verifies it's under warranty and sends in for repair. EC asks for oil change recipts so I send them all. They deny getting 2 of them, I resend, then they say they are missing one from 9/20/23 I ask how.they know the date If it's missing. They laugh and say "ope found it" then tell me they have what they need and it's covered will notify dealer this was 12/13. I hear nothing from ** or Dealer, call again Tuesday same bs. Missing documents i re send for 6th time. Then they say contract says i must change oil every 7500 miles and 1 OC went 7517. I read contract and send them screenshot. It states " vehicle must be maintained based of manufacturers recommendations" gm says 7500 to ***** miles per change and their contract says you have 1000 mile window. So i prove them wrong on that. Then they say it's approved waiting on notification then today I'm told the adjuster will be there by Monday to inspect (they already had pictures and video of the lifter damage as it's apart. I ask for extension past 7 days for rental as they were dragging feet, that was denied based of contract. Im out 2 weeks of rental coverage at this point. I asked for a refund based off their policy and was denied. I feel this is fraud and they are blatantly trying to not fix my vehicle. I paid 5200 for the warranty and haven't used it. They then said "the vehicle is a high mileage vehicle" i said yeah I know and you knew when you sold me the contract and took my money. Now the dealer is saying they are not paying enough to complete repairs. I need help and this is clearly fraud. *******************************************

  

  Business Response

  Date: 12/19/2024

  To whom it may concern:

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

  *** ****

  Easy Care

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22705699
  
  I am rejecting this response because:  i have been trying to speak with someone other than a "customer service **** for a week now. The company policy is a call back within 48 hours. That has been surpassed with no call 3 times. I have left 2 messages with the manager "****" 2 times one was over 48 hours ago and still no call back. Now they are only fixing the actual part. They are tryong to deny the head bolts and velum pump which is a required fix when doing this work by **. The dealer also told me that easy care "has never denied these parts on any other repair like it" so they are discriminating against me for some reason. In the contract it states I must follow manufacturers recommendations on maintenance or they will deny claim. I have done that. Why should this company be able to ignore gm recommendations when fixing. If you do not replace the head bolts they will leak. If you don't install velum the lifter will drop again and the vehicle still has 48k miles left on its warranty. I am responsible for $250 it's not fair to try and make me pay 1000 or parts that need replaced based off a failed part that is covered. I need a call back before noon or i will officially file my small claims case which is prepared and ready against easy care 

   

  i have also offered more than 1 time for a contract cancelation if they refund me the $4,981.00 i paid for a fraudulent VSC. The service is terrible and the company at this point is a joke 

   

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

  

  Business Response

  Date: 12/19/2024

  To whom it may concern:

  Easy Care has added the Manifold/Vlom to the claim, along with the other parts requested for the engine repair.

  We will be calling the repair facility to update the claim totals.

  *** ****

  Easy Care

   

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22705699
  
  I am rejecting this response because:  nope they are still saying they are not being paid for 

  manifold bolt extraction

  new manifold bolts

  wiring harness

  Also I have been in a rental since 12/6, claim was called in 12/11. Your company only allows for 6 days. It is 1000% easy cares fault it has taken this long to approve repairs and now the shop isn't sure when the vehicle will be repaired. I feel that I should not be required to be further oop due to easy cares slow nature. I was asked for my oil changes documents 12/12 I sent them 12/12 @ 1530. I did what I was supposed to do based of the contract and then some. The delay is all on you all and unless my rental from 12/11 - completed is covered i will not accept any other resolve and will be forced to finalize the small claims application i prepared to submit today. This whole process has been an absolute nightmare. 

   

  I have also requested to cancel the remaining 47% of my VSC with easy care and get a refund for that time frame so I can purchase a warranty from a more reputable, reliable company with decent customer support. 

   

  Any further questions you may contact me @ *************
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 12/20/2024

  To whom it may concern

  We have spoken to the customer and explained to him what we could cover per the terms of his contract.

  If the customer would like to cancel their contract, they need to contact their selling dealer to start the cancellation process.

  Thank you,

  *** ****

  Easy Care

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22705699
  
  I am rejecting this response because:

  You have NOT spoken to me about these issues outside of the repair. I thinks it's embarrassing for your company to have to be taken to the BBB to make you do the right thing. Also my rental should be covered from 12/11 until I get my vehicle back due to your inability to take care of my claim in a timely and efficient manner. 

   

  if my expectations are not met i will be forced to finalize my small claims suit. If my rental is not covered, that will be my next step. In that case i will be also asking for my time and suffering due to easy care negligence as it is easy cares fault i had to go past the alloted 6 day rental allowance. It was at no fault of my own. 

  my small claims suit will be for $5,000, the max amount alowed per Missouri law. 

  i would like to solve this matter outside of court but I am prepared to go that far. We are nowadays 10 of rental and that is due to Easy care slow response. 

  ***

  **********

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

  

  Business Response

  Date: 12/20/2024

  To whom it may concern:

  Easy Care has authorized the requested amount for the Lifter repair and are contacting the dealership to review the new totals.

  The Wiring Harnes is not a covered item on this contract and it remains denied.

  Rental has been authorized as allowed per the terms of the contact. The customer has been instructed to submit the final rental receipt for review, and we will determine if any rental beyond the terms of the contract can be paid.

   

  *** ****

  Easy Care

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22705699
  
  I am rejecting this response because:

  The rental needs to be paid the entire time. I vwrified with a customer service agent that ALL maintenance documents WERE RECEIVED 12/12/24 @1540. I have the email recipts and proof they were all sent. Once those were received, all easy care had to do was approve the repairs. THEY CHOSE to delay the repairs and attempt 3 more ways to get out of paying the claim. When all failed I had to resort to BBB and FTC and threaten legal to get covered repairs approved. 

  I Proved on 12/12/24 that I have held up my part of the contract. Had easy care acted in my best interest and approved repairs, i would of had my vehicle back 12/14/24 and they would only had to oay 4 days rental. Again this was failure on easy care not me. 

  i spoke to the mechanic and the service department in detail. They say usually easy care claims are approved and repaired in under 6 days. 

   

  Why was mine different. No response will be satisfying other than full repair, and full rental cost from 12/11/24 paid in full by easy care. That is the fair resolution. It's that or this continues as well as small claims suit which is a click away from being filed. 

  The ball is in easy care court

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

• Initial Complaint

  Date:12/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a total coverage warranty with this company through the dealership I bought my car from, my car now needs a new engine and its been almost 6 months since and the company easy care has not gotten back with the dealership to give them the green light for the repair of my car, I am within the mileage and have all my oil change receipts, the dealership where my car is and who is handling the process with easy care is ************* **** US-45 #****, ********, KY *****

  

  Business Response

  Date: 12/16/2024

  To whom it may concern:

  The repair facility contacted Easy Care on 11/21/24 and were asked to diagnose the problem and call EC back with their findings and answers to some Powertrain questions that we sent the repair facility.

  As of today, 12/16/24, we have not heard back from the repair facility.

  Please have the repair facility contact EC to proceed with the claims adjudication process.

   

  *** ****

  Easy Care

• Initial Complaint

  Date:12/13/2024

  Type:Order 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 was sold Gap Coverage when purchasing a vehicle through ********* ****** in **************. EasyCare is the company to which they use to provide their Gap coverage. My car was later totaled and rendered a total loss. My insurance company issued a total loss payment on my vehicle and EasyCare has since been a total nightmare to work with. Unlike other Gap companies- all documentation from all sources has to be gathered and uploaded by you to their website. A lot of times this website does not work. Today I received a notice to my email that all documentation needed to process my claim had not been received. The item that they state they need is listed as an "optional" document to upload not a required document. In their notice to me they also state that they will no longer notify me of what documents are missing. This is pure insanity as the document that they are advising was needed to process this time isn't even listed as required documents. I go to the website to upload the document and I see that information that was uploaded previously with photographic proof of upload is now missing and there is no way to submit the new form that they are requesting. I'm calling them tomorrow and also filing an attorney general complaint. BUYER BEWARE!!!! There are hundreds of complaints against EasyCare for delaying and denying claims. Please do not purchase a vehicle with any kind of warranty from EasyCare. It's obvious they are happy to take your money but not provide the service paid for.

  

  Business Response

  Date: 12/16/2024

  To whom it may concern:

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

  *** ****

  Easy Care

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22685692
  
  I am rejecting this response because: Easycare contacted me and their response was that they needed the Declarations page because I had added so much mileage on the vehicle while owning it. They stated that two adjusters would be reviewing the claim given the amount being $8000. Whats left after insurance paid is $11,000. No mention of their website errors. Attached is proof of where I provided the lenders information when filing the claim (it wont let you go forward without doing so) and a second screenshot where Easycare took that information out and now states the claim isnt even started. I tried to review the claim progress and its now stating that without the lenders information that they cant go forward. That section can no longer be edited either because the claim was already submitted. Submitting a BBB complaint did get the company to call though so if Together credit union is the lender- Easycare pay the gap claim and stop the nonsense!!!!
  
  Sincerely,
  
  ******** ****

  

  Business Response

  Date: 12/18/2024

  To whom it may concern:

  I forwarded the original complaint to the ******** for review.  The *** *** told you that there are documents that we must have to process a *** claim.  I am sorry if the customer submitted the required documents and Easy Care misplaced them, but we cannot process the claim without them.  Please resubmit the documents that you were notified that are missing so we can process your *** Claim.

  Thank you,

  *** ****

  Easy Care

   

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22685692
  
  I am rejecting this response because: AGAIN. This cant be edited on your site!!!!!!!! As Easycare is the one who took it out!!!! You responded to my complaint so obviously youre aware the lender is together credit union. I will be calling today to inform EasyCare over the phone. As well as officially contacting the ************************ with my complaint. I will go to every review site. I will go to ********* Nissian and gather all the complaints against Easycare until they are forced to drop your service by demands of their customers. *** I assure you- I will become such a thorn in Easycares side- you will wish your company did the right thing and paid the gap claim as they were paid to cover in the first place!!!!!! Youre delaying, denying and defending!!!! Seems like America just showed how they feel about insurance companies doing such a thing. 
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:12/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my vehicle in *********** in April 2023 primarily due to the warranty it offered. Unfortunately, now in October 2024, my transmission requires replacement, despite owning the vehicle for less than two years and driving under ****** miles.Initially, I took the vehicle to one shop and waited a week after submitting the warranty claim, only to learn that I needed to provide receipts, which I was not informed about in advance. After submitting the required documentation, I discovered a few receipts were missing, which prompted me to reach out for an update. Following this, I opted to change mechanics, leading to the cancellation of the previous warranty claim.I then brought my vehicle to another shop nearby for assessment and to submit a new warranty claim. However, after waiting a week and proactively contacting the warranty company, I was informed that I needed to resubmit all receipts ******** has now been a month without my vehicle, and I have needed to rent a car twice due to this ongoing issue. I believe there has been a significant lapse in communication, resulting in wasted time and unnecessary expenses. I would like to request reimbursement for the rental costs incurred and kindly ask for the prompt approval of my warranty ******** primary goal is to have my car repaired so that I can resume driving it. I appreciate your attention to this matter and look forward to a resolution.

  

  Business Response

  Date: 12/12/2024

  To whom it may concern:

  Easy Care is currently in the process of authorizing the customer's claim.

  Unfortunately, the warranty the customer has on their ******************** does not cover Rental.

  Thank you,

  *** ****

  Easy Care

  Customer Answer

  Date: 12/12/2024

  Dear Better Business Bureau,
  
  I have reviewed the response provided by the business regarding complaint ID ******** and find that the proposed resolution does not meet my expectations. I spoke with a representative at Easy Care today, who informed me that I should submit my receipts for a refund for the rental, as I was not adequately informed of the need for receipts on two occasions in a timely manner.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 12/16/2024

  To whom it may concern:

  Substitute Transportation Services/Rental are not covered under the terms of your Limited Warranty.

  Please see attached copy of your Limited Warranty - I have highlighted the section on page 2 showing where Rental/substitute Transportation is  Excluded.

  Thank you,

  *** ****

  Easy Care

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back on November 15, 2018 I purchased a 2017 ****** Maxima with at tha time approximately ****** miles. I also included a extended warranty through Easycare which totalled $4,000.The day after purchase I called to get more information about the Extended warranty and was told that I would have to drive five hours back to the dealer ship to have my car serviced due to me residing that amount that far away. After hearing that I told the Salesman to cancel the Extended warranty policies. The salesman stated that he would do so immediately. I have since learned that policies weren't cancels until March 31, 2019 and that Easycare she has all policies active. Easycare along with ***** used cars the dealership are not reputable companies and should be ashamed of how they manage there businesses.

  

  Business Response

  Date: 12/11/2024

  To whom it may concern:

  Thank you for forwarding this message to us.  We will contact the customer directly to address their concerns.

  *** ****

  Easy Care

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22669764
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** Boston

  

  Business Response

  Date: 12/11/2024

  To whom it may concern:

  We spoke to the customer, and the customer is stating that there is a discrepancy in the cancellation dates of her contracts.  The customer stated the cancellations should have taken place on 11/16. We advised the customer this contract is non- cancellable; however she would need to reach out to the selling dealer and speak to someone in the accounting or finance department regarding the correct cancellation date for any other contracts that were cancelled.  The customer stated she has already done this with no assistance. Her complaint is they are incorrect dates and selling dealer won't change them.  

  Unfortunately, Easy Care has done all that we can do in assisting in this matter.

  Thank you,

  *** ****

  Easy Care

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a tire warranty contract with Easy Care. I hit a pot hole that caused non-repairable damage to my tire that if not replaced the tire would at some point blow out. When I called to get a replacement tire Easy Care refused my claim because the tire wasn't currently loosing air even though they know the tire is likely to blow out. They should replace it because it would be safer and cheaper rather than waiting until it blows out while on a trip where roadside assistance would need to be used, possible, vehicle damage, injuries, and/or death if the vehicle goes out of control as a result of the blow out.

  

  Business Response

  Date: 12/11/2024

  To whom it may concern:

  After reviewing this complaint and the related claim, Easy Care will be contacting the repair facility to process this tire claim.

  Thank you,

  *** ****

  Easy Care

  Customer Answer

  Date: 12/11/2024

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

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I provided signed documents to ****** all warranties 10/4/2024. 8 weeks passed and I was assured everything was processing only to find out the process hadn't even started. Automobile Protection Corporation says they can't do anything without the dealerships approval even though I'm the one paying the full cost of the coverage and the delays. The dealership is giving me the run around and continuing to delay the process and I'm stuck with absolutely no options for cancelling this coverage.

  

  Business Response

  Date: 12/10/2024

  To whom it may concern:

  I cannot locate a contract for **** ******* without have a contract or VIN #.

  The customer can contact our Cus ******** and inquire about our cancellation procedures and they can assist in getting the refund for the customer.

  *** ****

  ********************

  Customer Answer

  Date: 12/10/2024

   

  Vin number *****************

  

  Business Response

  Date: 12/11/2024

  To whom it may concern:

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

  The customer can also contact our ********************* for cancellation procedures and assistance.

  *** ****

  Easy Care

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22665514
  
  I am rejecting this response because:  I have yet to receive any confirmation of refund or cancelation.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 12/11/2024

  To whom it may concern:

  The customers contracts have been cancelled by ********************.  The selling dealer is responsible for sending out the refund to the customer The customer will have to contact the selling dealer to inquire about when the refunds are being sent out.

  Thank you,

  *** ****

  Easy Care

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22665514
  
  I am rejecting this response because:  This has been such a drawn out process, on behalf of all warranty companies involved, that I do not trust that anything will happen at this point until I see the loan credited with the refund.  I shouldn't have to go to the dealer to get information about a service that this company has charged me for.  Not only that, but the company I bought the vehicle from is dodging all my calls and emails and have been since the start of this ordeal.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:12/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company falsely claimed to hold an extended warranty in which they denied all claims without justification and without notification of the claim process and decision. In addition, the phones **** were incompetent and rude and refused to honor my cancellation request.

  

  Business Response

  Date: 12/09/2024

  T0 whom it may concern:

  We are unable to locate a contract for this person based on the limited information we have to go on.

  If they could provide a contract or VIN #, we could research the matter and respond accordingly.

  Thank you,

  *** ****

  National Auto Care

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 12, 2024, I took my vehicle to **** located in ***********, ********. They assessed my vehicle and submitted a claim to EasyCare for repair. It was advised that I needed a timing chain repair. When I went to pick the vehicle up **** advised that they located an additional concern however this was not submitted to EasyCare. I called EasyCare to advise that while a claim had been submitted my car remains inoperable. I was advised by an EasyCare representative that I would need to go to **** and challenge the claim so that EasyCare can get their money back, yet this does not repair my car. **** advised that there was a concern about a s**** that they could not remove. EasyCare has not rendered any assistance with resolving this matter as I took my car to the manufacturer's shop, but I am now in limbo. There has been no resolution to the matter and that does not align with me paying for a warranty in hopes of avoiding car repair issues. While EasyCare did cover the fees for the timing chain how does my car get repaired? They are advising that I take the companies to court? Why is this necessary. There is clear documentation that my vehicle has been assessed and serviced why do I need to go to small claims just to ensure that my car is operable.

  

  Business Response

  Date: 12/04/2024

  To whom it may concern:

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

  *** ****

  Easy Care

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22638245
  
  I am not necessarily rejecting the response to call me directly as the company did call me directly, but the main number was left, and I was not able to get through to who would be addressing this claim.  I'd prefer an extension to call the person back who'd actually be directly handling this matter or arranging a time to call me would be sufficient.  I will be sure to keep my phone on to avoid missing the call. 
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 12/04/2024

  To whom it may concern:

  Someone will be calling the customer back and shortly.

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22638245
  
  I am rejecting this response because at this point this is the initial reason I filed the complaint. Sure, someone called and left a message for me to call back and ask for ****. I did that and was advised that there were multiple Lisas there, so I simply wasted time on hold just like yesterday. This is doing nothing but adding to the frustration. I had my phone all day but stepping into as meeting and of course that's when I get the call. There has to be a better way.
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 12/09/2024

  To whoim it may concern:

  Easy Care authorized the repairs that were called into us by the repair facility.

  Amount paid: $3,076.89

  If there are other repair needed that were not called into us, please have the repair facility call Easy Care to add to the claim and verify coverage.

  Thank you,

  *** ****

  Easy Care

  Customer Answer

  Date: 12/13/2024

   
  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.  However, when I called EasyCare to advise them that while **** of *********** called in and made a claim I also alerted them that my car was not repaired and they advised that the ticket was closed and there was nothing they could do about it.  So now I am back to square one.  I will return the vehicle back to **** tomorrow, 12/14/24.
  
  Sincerely,
  
  ******** *******

  Customer Answer

  Date: 01/09/2025

   
  Complaint: ********
  
  I am rejecting this response because: I am seeking a follow up regarding complaint#******** as I am still getting the run around with no solution. They advised me to take the car back to **** which I did and **** did not do anything else to the vehicle stating that there was a bolt broken on the vehicle. My first issue with that is Easy Care has not provided me with any documentation stating that they denied a claim due to a bolt. Secondly, they told me to take it back to the shop and now they will not allow me to use the warranty to tow the car home. They are the ones that told me to take it there in the first place. Its too much run around happening and I am seeking arbitration/mediation because there is no way I am pay for a full warranty but I do not have my car repaired.
  
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 01/09/2025

  To whom it may concern:

  
  Easy Care authorized the repairs that were called into us by the repair facility.  Amount paid: $3,076.89

  
  If there are other repair needed that were not called into us, please have the repair facility call Easy Care to add to the claim and verify coverage.

  If the repair that Easy Care authorized & paid for did not correct the issue, please return to the repair facility that did the authorized repairs - as those repairs are under warranty from that repair facility.

   

  Thank you,

  
  *** ****

  
  Easy Care

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22638245
  
  I am rejecting this response because I am getting the run around and this is simply unprofessional and frustrating.  Per the previous response from Easy Care, I followed the recommendation and took my vehicle back to **** of ***********, *********  Upon taking it there, the technician ****** ****** called me to say that Easy Care rejected the claim.  I called Easy Care and they advised that they do not have a claim or know what I am speaking of.  **** advised that there is a bolt that appears to be stripped.  Easy Care is stating they know nothing about that.  This is not my fault, yet I am still sitting and trying to get my car repaired. Once **** called and stated that they were not authorized to repair my vehicle I then attempted to tow the vehicle back to my residence and Easy Care had the audacity to reject the tow after they told me to take it back there in the first place.  My car is still sitting in limbo.  Secondly, I communicated all of this before even reaching out to Better Business Bureau and the run around and miscommunication continues.  My issue with Easy Care is simple.  The primary concern is I followed recommendations and took my car to the manufacturer, ****. They initially called in a claim for a timing chain which Easy Care paid for however, did they disclose that this would not completely repair my car?  Why would this even be covered/repaired without clarifying that this would not rectify the issue. I am not a mechanic and the reason I pay for a warranty is to avoid the unnecessary run around but here I am.  I have no documentation from Easy Care denying anything just multiple calls that have led me back to file an additional complaint.

  I took my vehicle for a second opinion per the representative of Easy Care who then called in a new claim and was advised by Easy Care that I had to take it back to **** of Springfield.  Thats exactly where the car is. At this time, I am requesting arbitration since Easy Care offers this service because this has gone on far too long. 

   

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

  Customer Answer

  Date: 01/12/2025

   
  Complaint: 22638245
  
  I am rejecting this response because the car is there and has been there for almost 2 weeks and nothing has been done. I have already explained this concern in my previous response so how do we proceed.  The responses through Better Business Bureau do not align with what is being told to **** or to me. There is no way I am still trying to settle this matter. 
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 01/13/2025

  To whom it may concern:
  
  Easy Care authorized the repairs that were called into us by the repair facility.  Amount paid: $3,076.89
  
  If there are other repair needed that were not called into us, please have the repair facility call Easy Care to add to the claim and verify coverage.
  

  If the repair that Easy Care authorized & paid for did not correct the issue, please return to the repair facility that did the authorized repairs - as those repairs are under warranty from that repair facility.

  
  
  Thank you,
  
  *** ****
  
  Easy Care