Complaints
This profile includes complaints for EasyCare's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 153 total complaints in the last 3 years.
- 70 complaints closed in the last 12 months.
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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:11/27/2024
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.
Turbo went out and needed repaired on my gmc truck. The failure occured within the waranty period. I supplied detailed records of service but failed to have enough receipts of parts that I purchased. I could not provide all parts bought because my documents did not itemize all filters that I purchased. This demand is beyond exectations of normal people.
Business Response
Date: 12/03/2024
To whom it may concern:
Thank you for forwarding Mr. ****** comments to us. We will contact Mr. **** directly to address his concerns.
*** ****
Easy Care
Customer Answer
Date: 12/04/2024
Complaint: 22613155
I am rejecting this response because:
Easy care is asking for an immense amount of information that the mass majority of people that purchase their warranty could provide. It is just another way of being able to decline your coverage. Impossible to comply to the demands they require.
Sincerely,
****** ****Business Response
Date: 12/04/2024
Per the terms of Mr. ****** contract:
*YOU AGREE TO MAINTAIN THE COVERED VEHICLE IN ACCORDANCE WITH THE MANUFACTURERS STATED PERIODIC MAINTENANCE RECOMMENDATIONS AND
THIS VSCS GUIDELINES, AND KEEP ALL RECEIPTS OF SUCH SERVICE. SEE SECTION C. YOUR RESPONSIBILITIES.At this time, there are service records missing that are required per the manufacture's maintenance schedule.
If Mr. **** can locate & provide the missing records to Easy Care, we will review his claim for possible adjudication.
Thank you,
*** ****
Easy Care
Customer Answer
Date: 12/04/2024
Complaint: 22613155
I am rejecting this response because:
There is no way anybody can come up with the documentation they require to comply to their demands.
Sincerely,
****** ****Initial Complaint
Date:11/21/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Prior to expiration of the easycare extended warranty we notified easycare that our power awning was broken. We then located a recommended service provider who visited the ********* in person and as per easycare's policy, we requested a remediation plan from that service provider and sent that remediation plan to easycare. Easycare agreed to do whatever it took to fix the awning. We also told easycare that due to the time it takes Airstream to send the parts (backordered), it was not possible to have the issue fixed prior to expiration of the warranty. We were explicitly told by easycare that because we reported the broken awning prior to expiration of the contract, they were contractually obligated to fix the awning when the parts became available even if that time was after contract expiration.When we brought the airstream in for replacement of broken awning parts, our original recommended service provider was no longer performing service and unfortunately we had to fine another recommended service provider. That service provider (**************) submitted the necessary information to switch the awning correction to their location. Easycare responded by denying the claim they promised to pay due to a slight difference in parts from the initial submission.We cannot reasonably be expected to determine on our own which parts need to be replaced. Easycare agreed to fix the broken awning and this obligation is not dependent on differences in opinion among service providers. Easycare is therefore in breach of contract and negligent in their duty. The required course of action and indeed the only one is to pay to fix the awning that they promised to fix. If different service providers are suggesting different parts to fix the same problem that is an issue they need to fix directly not something a customer is responsible for negotiating. ******************** needs to follow through with their promise to pay to fix the awning and we look forward to their response.Business Response
Date: 11/26/2024
To whom it may concern:
We cannot locate a contract for ***** ****** with the information provided. Please submit the Contract or VIN #'s so that we may research the issue and respond accordingly.
Thank you,
*** ****
Easy Care
Customer Answer
Date: 11/26/2024
Contract is attached. Contract was issued to ***** ******* and he is still the owner of the airstream. I am a family member working on this for him as he is ill at this time.
Business Response
Date: 12/03/2024
To whom it may concern:
Easy Care will process this claim as far as the Awning is concerned. We will contact Colonial Airstream to move forward with the claim.
*** ****
Easy Care
Customer Answer
Date: 12/03/2024
Thank you. Could easycare give us the contact at ****************** so that we can call to verify and setup appointment?Business Response
Date: 12/06/2024
To whom it may concern:
I cannot locate a contract with the information submitted in this complaint.
*** ****
Easy Care
Customer Answer
Date: 12/07/2024
Dear Easycare,
You mentioned in writing in attempting to address this complaint that you were reaching out to Colonial RV to inform them that you were paying for the awning.
I asked you what contact at Colonial RV you reached out to, as you said in writing you had reached out to someone at Colonial RV.
You responded that there is not enough information to give us the contact at Colonial RV.
When you wrote that you were reaching out to Colonial RV in writing in this complaint thread, who did you talk with at Colonial RV in your "reaching out to them"? Do you not have a contact at colonial RV because you lied about reaching out to them? Please let me know who you reached out to at Colonial RV so that we can follow-up?
Original message (and attached is the contract):
Prior to expiration of the easycare extended warranty we notified easycare that our power awning was broken. We then located a recommended service provider who visited the ********* in person and as per easycare's policy, we requested a remediation plan from that service provider and sent that remediation plan to easycare. Easycare agreed to do whatever it took to fix the awning. We also told easycare that due to the time it takes Airstream to send the parts (backordered), it was not possible to have the issue fixed prior to expiration of the warranty. We were explicitly told by easycare that because we reported the broken awning prior to expiration of the contract, they were contractually obligated to fix the awning when the parts became available even if that time was after contract expiration. When we brought the airstream in for replacement of broken awning parts, our original recommended service provider was no longer performing service and unfortunately we had to fine another recommended service provider. That service provider (**************) submitted the necessary information to switch the awning correction to their location. Easycare responded by denying the claim they promised to pay due to a slight difference in parts from the initial submission. We cannot reasonably be expected to determine on our own which parts need to be replaced. Easycare agreed to fix the broken awning and this obligation is not dependent on differences in opinion among service providers. Easycare is therefore in breach of contract and negligent in their duty. The required course of action and indeed the only one is to pay to fix the awning that they promised to fix. If different service providers are suggesting different parts to fix the same problem that is an issue they need to fix directly not something a customer is responsible for negotiating. ******************** needs to follow through with their promise to pay to fix the awning and we look forward to their response.
Business Response
Date: 12/09/2024
To whom it may concern:
We spoke to ***** at Colonial Air Stream on Friday - 12/6/24. Due to their RV workload, they will not be able to do the repairs until March 2025.
Please have the customer contact ***** to confirm the repair date and contact us if there are any other issues.
Thank you,
*** ****
Easy Care
Customer Answer
Date: 12/10/2024
Better Business Bureau:
I have reviewed the response made by easycare in reference to complaint ID ********, and find that easycare has agreed to pay to fix the awning at no cost to anyone except themselves. They indicated that fix cannot be done until March 2025 at the earliest and that they will honor their financial obligations until the awning is fixed regardless of timing moving foward.
Sincerely,
***** ******Initial Complaint
Date:11/11/2024
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 a Cargo Van from ************* and they included in the contract/finance a TOTALCARE by EASYCARE. The contract was signed in 08/18/2024 (sunday). The cargo van was released to pick up after a few days.After less than seven days the car had a problem with the front axle and almost caused a major accident. This happened in ******** - IL, the cargo van was loaded and I had to go with another cargo van, find a forklift to transfer the load between both cargo van to complete the delivery. When I arrived, I followed the procedures to request a tow and EASYCARE informed me that due to high demand they were unable to hire a tow truck to bring it to ******* and they said that I had to hire by myself and I was going to be reimbursed.I followed all procedures to request the reimbursement, and I sent the papework by mail the way they requested me to do, then they informed they need 30 days to process after receiving the paperwork. During this long period, ******* SOUTH and I, agreed to return the car and buy another one. I don't know the procedures and they canceled the contract with EASYCARE, but it affected the reimbursement and they didn't pay me back. But when the accident happened, the contract was active, the employees told me to do it myself, they have it recorded by phone, and I also have emails, and text messages from them. It does not make any sense to decline the reimbursement once the contract was active when the problem happened. I only sent the Tow expenses. I did not included the other costs: gas, lodging, food, ***** and the ticket to *******.Business Response
Date: 11/12/2024
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: 11/16/2024
Complaint: 22543037Mr. *** **** from the company mentioned they will contact me, but they didn't. I provided all my contacts, inclusive contract number.
Sincerely,
***** Luzzi ********************* / ************************ / VSCA224341C1
Business Response
Date: 11/18/2024
We have reached out to the customer at ************ but received no response, we will reach out to the customer again to explain the contract was voided buy the selling dealer and that they should contact them do discuss.Customer Answer
Date: 11/18/2024
Complaint: 22543037
I am rejecting this response because: I spoke with ***** ****** and explained to him the contract was in good standing when I requested support and sent all information by mail and e-mail.He requested all documents and I sent to him.
Sincerely,
***** Luzzi *********Business Response
Date: 11/19/2024
To whom it may concern:
We have communicated with the customer numerous times and explained our position in this matter. Per the terms of the contract - There are limits for Towing and an amount was offered to the customer on 11/18/24 - which he turned done.
We have nothing to add at this time.
Thank you,
*** ****
Easy Care
Initial Complaint
Date:10/31/2024
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 2019 ram 1500 with total care Easycare warranty which is an exclusionary warranty. Truck broke down due to air suspension( leaking air bags) I took it to *** dealership. On 10/23 they contacted Easycare for a claim. First they said that my contract is expired though it still had 1 year to expiration and 20k miles. Then they said they had to send an inspector which took another week! I have been renting out of my pocket for this ************** 10/31 Easycare declined repairs for my air suspension stating that they dont cover struts/shock absorbers. As per contract! My contract does not mention anything regarding air suspension only exclusion is *********** struts/ shocks which is not the same in my truck!Business Response
Date: 11/06/2024
To whom it may concern:
Thank you for forwarding Mr. ********* comments to us. We will contact Mr. ******* directly to address his concerns.
*** ****
Easy Care
Customer Answer
Date: 11/11/2024
Hi
No one called from the company yet!
Business Response
Date: 11/12/2024
To whom it may concern:
The Air Struts were authorized on 11/6/24 - in the amount of $3,783.00.
The contract holder can call our ********************** if they have any questions/concerns if there are additional repairs that are needed.
*** ****
Easy Care
Customer Answer
Date: 11/12/2024
Thats great! But I didnt get answers why were they denied at first place! Though I called them directly many times. And who is responsible for the delay. The claim was initiated on the 23rd of October. The car is still at the dealership and they are waiting on parts that were just authorized. I am paying 370$ a week for a rental car for over 3 weeks now because of a delay from their end. Who is going to compensate me for that!!Business Response
Date: 11/12/2024
To whom it may concern:
We will contact the customer directly to address his concerns.
Thank you,
*** ****
Easy Care
Initial Complaint
Date:10/21/2024
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.
Not meeting the Contract of my warranty that i purchased at $3,000 at time i bought my Ram 1500 5.7 HemiBusiness Response
Date: 10/22/2024
To whom it may concern,
Thank you for forwarding Mr. ****** comments to us. We will contact Mr. **** directly to address his concerns.
*** ****
Apco Holdings - Easy Care
Initial Complaint
Date:10/17/2024
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.
My vehicle was totaled on 9/13/24 and I have provided them with everything that the insurance company has given me. I sent them the email of the breakdown of the payment, the check with the breakdown of the payment on it from the insurance company, the *** paperwork with the 1 deduction like all the other documents and the amount of the check sent to the leanholder for my portion. Now they are not trying to pay or take the insurance documents that has been provided to them several times and this is destroying my credit because the car has a balance. I call and I never get to talk to a person higher up, can't get to the main office because the number listed is fake.Business Response
Date: 12/05/2024
To whom it may concern:
Thank you for forwarding Mr. ******** comments to us. We will contact Mr. ****** direct to address his concerns.
*** ****
Easy Care
Initial Complaint
Date:10/16/2024
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.
They denied my claim due to wear and tear yet that's not true! Even the dealership said it's wrong!Business Response
Date: 10/17/2024
thank you for making EasyCare aware of this customers complaint. ********************** will be reaching out directly to the customer.Customer Answer
Date: 10/17/2024
Complaint: 22432241
I am rejecting this response because:They are claiming there is no crack in the cylinder. Attached is the picture. The issue is the crack. They also put notes in their system that were lies saying the dealership said there is no crack when ghe dralership told them the crack is the issue and not the carbon. If they do not cover this, I will be obtaining a lawyer and suing for the cost of the claim, pain and suffering, and attorney fees.
Sincerely,
******** ***********Business Response
Date: 10/22/2024
To whom it may concern,
We are working with the repair facility and customer to determine if the cylinder head is cracked or not.
Once we have a definite answer, we can make our decision.
Thank you,
*** ****
Apco Holdings
Customer Answer
Date: 10/22/2024
Complaint: 22432241
I am rejecting this response because: the independent inspector said there is a crack and that there is nothing that would negate paying the claim. If this is not approved by Friday I will be getting my consumer rights lawyer involved immediately. This has been an absolutely terrible experience. 3 weeks without a car and them giving me the run around. I will not be accepting a denial of this claim.
Sincerely,
******** ***********Initial Complaint
Date:10/15/2024
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 had a deeply frustrating experience with EasyCare that I feel compelled to share. After purchasing what I believed was a comprehensive warranty for my vehicle ***** F-250 Super Duty), I was shocked when they refused to honor it simply because my car had a company decal on the back glass. They classified my vehicle as a commercial one, despite it being my personal truck with a decal advertising for my side business which I use a dump truck and trailer for, not the vehicle in question.When I took my car in for a repair, it was left torn apart in the shop for weeks while I tried to resolve the warranty issue. Not only did they fail to cover the repairs, but they also slapped me with a staggering $2,000 bill for work that should have been covered (this was just tear down and diagnostic, nothing more was done once they refused to cover the fuel pump issue at hand that's going to cost $14,000). The lack of communication and support from their customer service was appalling, leaving me feeling stranded and frustrated. They actually told the technician to go ahead that they approve the work, but once they went back to their office and googled our business they called back and told them not to do the work they are denying the claim, so what changed? All of this headache and hassle over a vinyl ******** the end, I paid for a warranty that turned out to be worthless. I would strongly advise anyone considering EasyCare to think twice. Their policies seem to be designed to find loopholes rather than provide real support when you need it the most. Save your money and look elsewhere for a warranty that will actually protect you. Absolutely disgusting!! And do you think they offered to refund the $3,500 paid for a warranty we can't use? Of course not!Business Response
Date: 10/16/2024
Thank you for making EasyCare aware of this complaint. EasyCare will be contacting the customer to address directly.Initial Complaint
Date:10/11/2024
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.
My issue is with it taking 3 days to approve my claim. I don't understand why/how Easycare takes 3 days to negotiate with the repair facility to replace a transmission. If you are negotiating with a repair facility on a transmission this means to me you are going to replace the transmission. It should get approve sooner. I have to pay for a rental out of pocket while I wait for an approval (3 days). After the approval I now have to wait 7 days for the repair facility to receive a transmission and then 2 days to repair. Im only reimbursed 6 days for rental. I was told by Easycare it would be repaired before 6days.Business Response
Date: 10/17/2024
Thank you for contacting EasyCare with this customers complaint. ********************** will be reaching out to the customer to handle directly.Initial Complaint
Date:10/10/2024
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.
In October 2022 I purchased an extended warranty for a 2015 ***** Silverado. Within one month of purchasing the vehicle (November 7th, 2022) the transmission had to be replaced. Easy Care would not allow the dealership to supply the transmission, Easy Care supplied the transmission themselves. I have been told by three separate employees of Easy Care that that part had a ******* mile / 2 year warranty. On September 9th 2024 the transmission failed with less than ******* miles and within the two year period. When calling the company they said they would not honor the warranty on the part because the extended warranty itself had expired. When the initial warranty was given on the part, they did not say the warranty was only good up until the expiration of the extended warranty, they said ******* miles or two years. Now that the subpar part that they supplied has failed they are saying the ******* mile/2 year warranty wasn't an actual warranty and that warranty disappeared with the other warranty. I don't know why they would say a part has ******* mile warranty if it expired in less than ****** miles with the other warranty.Business Response
Date: 10/11/2024
Thank you for forwarding this complaint to EasyCare, EasyCare will contact the contract holder directly to address the matter.
Regards,
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