Business Profile

Auto Warranty Processing

EasyCare

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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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:05/11/2024
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.
5/11/2024, I took my 2019 Chevrolet Blazer RS to Apple Chevrolet for a check engine light PO128. It was discovered by Apple Chevrolet that the thermostat needed to be replaced. EASY CARE was pussyfooting with approving the payment for fixing the car which is covered by their extended warranty. Because of them, I couldn't get my car released from Apple Chevrolet, and I may not have a way to my job on Monday or Tuesday.
Business Response
Date: 05/13/2024
Good afternoon-

Thank you for forwarding this complaint to EasyCare. EasyCare will contact the contract holder directly to address this matter.

Thank you,
EasyCare Claims Department
Initial Complaint
Date:05/09/2024
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 March 6, 2024, my car was totaled not by my own fault. As my 12 year old son, six-month old daughter and I were trying to exit the interstate, a woman knocked me off onto the shoulder of the interstate into the guardrail. I am currently in physical therapy for recovery and am having my children monitored monthly by their pediatrician.When I purchased my car in June of 2018, I purchased the gap insurance through EasyCare because I wanted to be sure that I would be covered in the event an accident of this nature took place. The other parties insurance paid the value of the car, but there is still an outstanding balance of $5525.14 that is still due to Ally, my finance company. When I called EasyCare to start the process, they told me what paperwork was needed to submit. I followed directions and never heard anything back. I called on Thursday, April 25, 2024 and was told that I would not receive coverage because I had late payment history. As a human, we are going to be late to events, appointments, and even make late payments. I would have never thought that I would be penalized for making late payments on this loan. I had no idea that late payment history would have a direct impact on ability to use this coverage. I've called Ally to ask if there was anything they could provide to EasyCare that shows my account was in good standing at the time of the accident, they said no and that I would probably not have good luck with them (EasyCare's reputation is already known, which I wasn't aware of). I've have also asked EasyCare if they would be willing to negotiate or provide some sort of payment to my finance company to help and they are not willing to budge. I am in no way shape or form capable of paying for a new car ALONG with paying for the rest of this car that was not damaged by me. I am a single mom who has been trying her best to keep up with life's expenses. I, in good faith, got this coverages to protect myself, my asset, and my family.
Business Response
Date: 05/28/2024
Good afternoon-

Thank you for forwarding this complaint to EasyCare. EasyCare will contact the contract holder directly to address this matter.

Thank you,
EasyCare

Customer Answer
Date: 06/03/2024

Complaint: 21690831

I am rejecting this response because: there was not outline or guidance that informs customers that you have to make all payments on time to use the coverage. Due to the pandemic and other unforeseen circumstances (job loss and health issues) I had to make the payments late. At the time of the accident my account was 100% update to date/current. I was not looking into getting a new car, as this car was going to be paid off by April of 2025. I cannot afford to pay this still car payment on top of getting a new vehicle. The representative called me and offered no negation solution, just left a voicemail saying this balance needs to be paid (in summary).
I received
Sincerely,

******** *****
Business Response
Date: 06/03/2024
Good afternoon-
Please accept this as a response to complaint ID # ********.
It appears a GAP specialist had attempted contact with Ms. ****** however was unsuccessful in doing so.
We recommend that Ms. ***** contact our ************** back for proper review of her claim/contract.
Thank you,
EasyCare
Customer Answer
Date: 06/07/2024

Complaint: 21690831

I am rejecting this response because: As I noted before, the details of the policy were not outlined and there was no negotiation mentioned. I have only received one phone call from EasyCare (on 5/29) saying that they are not responsible. I have not been able to get through to them when I return their phone call. No resolution attempts have been made on their end.

Sincerely,

******** *****
Customer Answer
Date: 06/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
Regards,
******** *****
Business Response
Date: 12/16/2024
Thank you for this information, we will be contacting the customer directly.
Initial Complaint
Date:05/08/2024
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.
EAZYCARE car warranty started contacting me about an expiring warranty. I have never contacted them because i was not happy with their service. Just about the exact same exact time they started calling me me i started getting a ton of spam phone calls (multiple an hour)
Business Response
Date: 05/16/2024
Good afternoon-

Thank you for forwarding this complaint to EasyCare. EasyCare will contact the contract holder directly to address this matter.

Thank you,
EasyCare

Customer Answer
Date: 05/20/2024

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:05/07/2024
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.
I have an EasyCare TotalCare "bumper-to-bumper" warranty on my **** F-150 truck. I took it to my local **** dealer (not where I bought the ******************************* over 2 months ago (2/24/2024) for repair and they said it needs a new engine block due to a crack causing coolant to leak into the cylinders. EasyCare declined that and said they would cover a head gasket replacement, which was done 6 weeks ago. A day after I picked it up, the same issues happened again, and the dealer again said it needs a new engine block. Easycare has denied this claim saying they can't "see" the failed part, despite the dealer doing a complete engine teardown to see the insides of the engine. The warranty language doesn't say they have to see the failure, only "the inability of the part to perform the function for which it was designed" - coolant in the cylinders clearly indicates it's not functioning as designed and the warranty must cover this repair.
Business Response
Date: 05/08/2024
Thank you for forwarding this complaint to EasyCare. EasyCare will contact the contract holder directly to address this matter.

Thank you,
EasyCare Claims Department

Customer Answer
Date: 05/10/2024

Complaint: 21681268

I am rejecting this response because EasyCare simply repeated their earlier statements, saying they are denying the claim due to their not being a failed part, and yet the **** dealer has identified the problem, and which is covered by the warranty. The warranty states "the inability of any covered part(s) to perform the function(s) for which it was designed due to defects in material or workmanship of that covered part" - the engine is definitely not performing the function for which it was designed, and yet EasyCare continues to deny the claim.

***************************
Business Response
Date: 05/13/2024
Good afternoon-
Please accept this as a response to complaint ID # ********.
In March of 2024, EasyCare had authorized head gasket replacement on ******************** truck. It appears from the claim notes that after repair, the vehicle was consuming coolant and smoking. An independent mechanical inspector was dispatched to the repair facility after the engine was disassembled. The inspector was shown a breach in one of the recently replaced head gaskets. No other mechanical failure was demonstrated at that time.
EasyCare will need to be shown a mechanical failure coverable under the contract to proceed further otherwise it appears that this may be a material failure of the recently replaced head gasket and warranted by the repair facility.
Thank you,
EasyCare Claims Department

Customer Answer
Date: 05/15/2024

Complaint: 21681268

I am rejecting this response because the **** dealer repair facility originally recommended the longblock engine replacement, and only because EasyCare wouldn't agree to that, then they did the head gasket replacement based on what EasyCare told the dealer they would cover - they did this repair knowing that this most likely was not the cause and wouldn't resolve the issue. When this didn't resolve the issue, the dealer again recommended the same full engine replacement, and EasyCare continues to deny the claim. There is NO evidence that the head gasket replacement is faulty. The dealer has stated that the engine replacement is the correct repair from the beginning, but EasyCare won't agree to cover that claim, despite that being covered by the warranty.
Sincerely,

***************************
Initial Complaint
Date:04/26/2024
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.
We bought a 2014 GMC Sierra ***** in 2015. It was brand new at the time. We had an extended warranty through PowerCare for the engine. In March of 2024, the oil pump went out which caused a lot of issues. We notified the company of our problems and the claim was denied. We are a licensed automobile repair facility and my husband has been a mechanic for over 50 years and has done many oil changes. They denied it because we didn't have the oil changed every 6 months or 5000 miles, whichever came first and we didn't have it done at a dealership. Why should we? We are licensed to do this ourselves. They also said we didn't write the vin on our invoices or the type of oil or oil filter used, so I resubmitted the invoices to them with the information they required. They are still denying the claim. The ***** only has ****** miles on it. How can an oil pump go out like this? It has caused a lot of damage. Synthetic oil was used also and therefore better oil for the vehicle. The maintenance was done on this ***** at the proper time. They just found a loop hole they can use so they don't have to pay for the repairs. No wonder they're still in business. It's not right. Even the dealership we get our parts from are saying this isn't right. What kind of warranty is this? This is nothing but a scam in my opinion
Business Response
Date: 04/29/2024
Good afternoon-

Thank you for forwarding this complaint to EasyCare. EasyCare will contact the contract holder directly to address this matter.

Thank you,
EasyCare Claims Department

Customer Answer
Date: 05/06/2024
The newer cars or trucks have a built in oil monitoring system to let you know when the oil needs changing after so many miles...also the ************************ says you can get your oil changed wherever you want..you do not need to take it back to the dealership...this truck was maintained with oil changes..
Business Response
Date: 05/09/2024
Good morning.
Please accept this as a response to complaint ID # ********.
The specifics of ****************** contract as it pertains to maintenance are located on page, "1" under "Maintenance Requirements" as well as page "2", section "B" under "Your Responsibilities."
Page "1" speaks to the maintenance where the owner agrees to... "MAINTAIN THE COVERED VEHICLE IN ACCORDANCE WITH THE MANUFACTURERS STATED PERIODIC MAINTENANCE
RECOMMENDATIONS AND THIS LIMITED WARRANTYS GUIDELINES AND KEEP ALL RECEIPTS OF SUCH SERVICE."
Page "2", section "B" speaks to the responsibility of the the customer as it also pertains to maintenance, citing... "To keep this LIMITED WARRANTY valid, YOU must have YOUR
VEHICLE serviced as recommended by the VEHICLE manufacturer with the following exception if different from the manufacturers recommendation; engine oil and filter changed every six
(6) months or ***** miles, whichever occurs first."
The maintenance records provided to EasyCare show that ****************** vehicle has surpassed the "6 month" period on "seven" separate occasions taking into consideration EasyCare's contract allowing for a "30 day" grace ****************** "1" of the contract under "Repair Requirements" also speaks to where the vehicle can be serviced and or repaired, stating..."WE RECOMMEND THAT YOU RETURN TO THE ISSUING DEALER LISTED ABOVE FOR SERVICE AND REPAIRS. HOWEVER, SERVICE AND REPAIRS MAY BE PERFORMED BY ANY LICENSED REPAIR FACILITY."
A specimen copy of the customer contract is attached for reference.
Thank you,
EasyCare Claims Department

Customer Answer
Date: 05/13/2024

Complaint: 21632180

I am rejecting this response because:

Sincerely,

***********************
Business Response
Date: 05/14/2024

Good morning.
Please accept this as a response to complaint ID # ********.
The specifics of ****************** contract as it pertains to maintenance are located on page, "1" under "Maintenance Requirements" as well as page "2", section "B" under "Your Responsibilities."
Page "1" speaks to the maintenance where the owner agrees to... "MAINTAIN THE COVERED VEHICLE IN ACCORDANCE WITH THE MANUFACTURERS STATED PERIODIC MAINTENANCE
RECOMMENDATIONS AND THIS LIMITED WARRANTYS GUIDELINES AND KEEP ALL RECEIPTS OF SUCH SERVICE."
Page "2", section "B" speaks to the responsibility of the the customer as it also pertains to maintenance, citing... "To keep this LIMITED WARRANTY valid, YOU must have YOUR
VEHICLE serviced as recommended by the VEHICLE manufacturer with the following exception if different from the manufacturers recommendation; engine oil and filter changed every six
(6) months or ***** miles, whichever occurs first."
The maintenance records provided to EasyCare show that ****************** vehicle has surpassed the "6 month" period on "seven" separate occasions taking into consideration EasyCare's contract allowing for a "30 day" grace *************** "1" of the contract under "Repair Requirements" also speaks to where the vehicle can be serviced and or repaired, stating..."WE RECOMMEND THAT YOU RETURN TO THE ISSUING DEALER LISTED ABOVE FOR SERVICE AND REPAIRS. HOWEVER, SERVICE AND REPAIRS MAY BE PERFORMED BY ANY LICENSED REPAIR FACILITY."
A specimen copy of the customer contract is attached for reference.
Thank you,
EasyCare Claims Department
Customer Answer
Date: 05/15/2024

Complaint: 21632180

I am rejecting this response because: We own and operate an automobile repair facility and have been in the repair business for over 50 years. The truck indicated when the oil needed changing and it was changed. When we bought this truck from Bommorito back in November of 2015, they never gave us any paper work in our contract that said when we had to change the oil. We just got the top page that said it was under warranty for the engine etc. We had a 250 dollar deductible. We didn't know anything else. And like I said. WE DIDN'T NEED TO TAKE IT BACK TO THE DEALERSHIP FOR THE OIL CHANGES BECAUSE ACCORDING TO THE **** WE COULD HAVE THE OIL CHANGED ANYWHERE!!!!!! I think there needs to be an exception made for this contract and the contract changed. It WAS NOT made clear to us that the oil needed to be changed like this especially when you use synthetic oil. My husband has been a mechanic for many years and this truck was maintained. There isn't a scratch or dent anywhere on this truck. This has been a headache for us and very unfair. What good is a warranty when the warranty company has loopholes. They just don't want to pay out. There should be some compromise in this situation because I really think we did what was needed to be done to maintain this truck. And may I remind you...there is only ****** miles on this truck? This should of never happened. We've been without this vehicle for over 2 months. This is so unfair. If your warranty company wants us to change the oil every 6 months or 7500 miles, then change the indicator light on the vehicle to read something different. You're just doing this because you know a lot of people wouldn't change the oil like this when they use synthetic oil. It's just not right and you're wrong to deny this claim. I'm not just somebody that doesn't know anything. I know about maintenance of cars. You're just trying to find the loopholes.

Sincerely,

***********************
Initial Complaint
Date:04/24/2024
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.
To start, ****** was known for having transmission failures back in 2015 when I bought my Pathfinder. In order to maintain sales, the dealership offered a PowerTrain warranty to ensure the consumers that ****** stood by there product in case of failure. Fast forward to 2024. My check engine light came on in February. I took it to the dealership and had to pay a fee for a diagnostic, which I have no complaints about. With that, they stated the code being thrown was related to the transmission and I should pay to reprogram the transmission module/computer. I did as suggested. A few weeks later, the light was back on. I returned to the dealership for them to review the codes again and the transmission code was being thrown again. At this point, they advised I would need a new transmission. I knew I had a warranty, but didn't readily have the information available, so I took my car home. I called the dealership I purchased the vehicle from, mind you I have moved from ******** to ************, and was able to obtain the copy of the warranty from EasyCare. It is a PowerCare Nationwide Powertrain Coverage offering coverage for 1) Engine, 2) Transmission/Transfer Case, 3) Drive Axle (Front/Rear), 4) Seals and Gaskets, 5) Taxes and Fluids. Knowing now I had the information, I called the dealership. They stated unfortunately the warranty company will not work with them without having the vehicle at the location. For which I again would be charged another diagnostic fee. Ok...I can understand. They turned the claim into EasyCare with now both a transmission and catalytic coverter code. EasyCare disputed stating there were gaps in coverage. I contacted the original dealership and was able to obtain the necessary paperwork for these gaps. Now they are stating that I failed to comply because the manufacturer's recommendation for spark plug replacement was at 105k miles and I did it at 109k miles. I called ****** who said the service centers maintain whether I complied to the recommendations. I have the support of the service manager at the dealership stating I have impeccable service history, because I KNEW of transmission issues and NEVER took my vehicle anywhere else for this very reason. EasyCare is unwilling to bend stating I had to have the spark pugs replaced prior to ******* miles as there is only a ***** mile window based on the contract. HOWEVER, I followed the recommendations of the dealership and service center to maintain the recommendations per ****** corporate. And they are also trying to state that I didn't do brake fluid flushes, though this has NOTHING to do with Powertrain coverage and is just another out for them. However nothing in the contract states bumper to bumper coverage or the need to follow recommendations on ALL components of the vehicle.
Business Response
Date: 04/25/2024
Good afternoon-

Thank you for forwarding this complaint to EasyCare. EasyCare will contact the contract holder directly to address this matter.

Thank you,
EasyCare Claims Department

Customer Answer
Date: 05/02/2024

Complaint: 21620113

I am rejecting this response because:
EasyCare is stating they have limited liability to the vehicle and yet I have to maintain the vehicle bumper to bumper when only the power train is covered. I have received the items in which they are rejecting my claim and the only one in which they could question would be the spark plug replacement. However, having gone to the dealership directly prior to the 105k mile service and not having been recommended to do the replacement and then having gone to the dealership after 105k at 109k and having been recommended the replacement and FOLLOWING THAT RECOMMENDATION, I did what was asked of me and maintain this repair should be approved as a covered repair.
Sincerely,

***************************
Business Response
Date: 05/06/2024
Good afternoon-
Please accept this as a response to complaint ID # ********.
****************** contract, as stated on page 1, under "Maintenance Requirements" states that "you agree to maintain the vehicle in accordance with the manufacturers stated periodic maintenance recommendations and this limited warranty's guidelines and keep all receipts of such service. See section "B."
Section "B" under your responsibilities, states... "To keep this limited warranty valid, you must have your vehicle serviced as recommended by the vehicle manufacturer...... UPON OUR REQUEST, and before YOU have any repairs begun on YOUR VEHICLE, YOU must provide proof that all recommended services have been completed per YOUR VEHICLE Owners Guide, including verifiable receipts showing date and mileage of the VEHICLE at the time of such service. Service mileage of the VEHICLE at the time of such service. Service within ***** miles and/or 30 days of the recommended service interval will not void the terms of the service requirements under this LIMITED WARRANTY.
"YOU MUST KEEP RECEIPTS WHICH VERIFY THE VEHICLE IDENTIFICATION NUMBER, WORK ORDERS AND OTHER DOCUMENTATION THAT SHOWS THE DATE, DESCRIPTION OF YOUR VEHICLE, MILEAGE AND MAINTENANCE SERVICES PERFORMED. WE MAY REQUIRE YOU TO FURNISH US WITH PROOF THAT THE SPECIFIED SERVICES HAVE BEEN PERFORMED AS REQUIRED BY THIS LIMITED WARRANTY. FAILURE TO SHOW PROOF OF SERVICE MAY RESULT IN THE DENIAL OF COVERAGE UNDER THIS LIMITED WARRANTY."
Unfortunately, ************** has failed to provide the necessary documentation that all of the recommended maintenance per the ****** owners guide had been performed.
A specimen copy of the customers contract is attached for reference.
Thank you,
EasyCare Claims Department
Initial Complaint
Date:04/02/2024
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.
03/13/2024, Contract EST1B13E2B I have a claim that was filed with $250.09 deductible. This rear main seal had to be reinstalled on my 2013 Jeep Wrangler 4 Door, by another Jeep dealership because EasyCare would not towed the vehicle to the selling dealership. I feel like I should be refunded on the deductible because of this.
Business Response
Date: 04/02/2024
Good afternoon-

Thank you for forwarding this complaint to EasyCare. EasyCare will contact the contract holder directly to address this matter.

Thank you,
EasyCare Claims Department

Business Response
Date: 04/02/2024
Good afternoon-

Thank you for forwarding this complaint to EasyCare. EasyCare will contact the contract holder directly to address this matter.

Thank you,
EasyCare Claims Department

Customer Answer
Date: 04/05/2024
04/05/2024
This complaint has not been resolved. The 2013 Jeep Wrangler is still at the Gastonia Chrysler Dodge Ram Jeep Dealership & the customer has no rental ********************. The customer has been patience enough but Classic Jeep of South ********* has caused all this foolishness.
Business Response
Date: 04/09/2024
Good morning!
Please accept this as a response to complaint ID # ********.
It appears that ************** oil leak was due to a part failure that was under warranty through the Jeep dealership.
An EasyCare representative spoke with ************** this morning who confirmed the work has been completed and the vehicle is ready to be returned to him.
Thank you,
EasyCare Claims Department
Customer Answer
Date: 04/09/2024

Complaint: 21516772

I am rejecting this response because: The invoice from Classic Jeep, dated March 13, 2024, that had a deductible which was $250.09, the customer was charged for on his credit card. Since EasyCare would not towed the vehicle back to the original dealership that did the faulty installation, the customer should be credited back the $250.09, because ******************************** had to restalled the rear main seal & any other related items that needed to be done. The customer has a invoiced from ******** Chrysler dealership stating they had complications as expected, what the ******** Chrysler dealership did to correct the problem. The customer at the same time, when the ******************** was tied up in the ******** service **** never had a rental vehicle either. This is no way to handled a problem, by putting the customer in the middle of all this foolishness.
Classic Jeep had every opportunity to take care of this but totally refused to do anything because the customer did returned back on March 13, 2024, but they did nothing. So the customer returned home & contact ********************** & then they decided to towed the vehicle to the nearest Jeep dealership which was ******** **.
I 'am unable to download to the computer as far invoices. The computer I am using right now has no capability of downloading right now. I can mail if needed. Just let me know.

Sincerely,

*********************
Business Response
Date: 04/11/2024
Good afternoon-
Please accept this as a response to complaint ID # ********.
************** had originally paid his $250.00 deductible to a Chrysler/Jeep dealership for a covered rear main seal failure. This was the only component that was requested on that particular claim.
Shortly after, it was brought to the attention of EasyCare that the rear main seal was again leaking. ************** was advised that the vehicle needed to be taken back to the Chrysler repair facility that performed the seal installation as it would be covered with no deductible by their parts/labor warranty. EasyCare was also made aware by ************** that he spoke to that repair facility and for unknown reasons did not want to take it back to that particular center and decided to take it to a different **************** center where they were to repair the rear main seal under a parts/ labor warranty. Upon that visit, they also found another oil leak and a few non- eligible items under the contracts coverage terms. EasyCare processed the new found oil leak (valve cover gaskets) which would normally be subject to another deductible.
EasyCare has cooperated with both Chrysler dealerships to ensure that ************** was provided the coverage he signed for, even in the unfortunate event that a dealership supplied part had failed so soon after install.
An Escalation Specialist will be reaching out to ************** again where as a one time customer satisfaction gesture, will waive the second deductible.
We sincerely hope that ************** understands this one time gesture is outside of the contracts liability and thanks him for choosing EasyCare as his vehicle service contract provider.
Thank you,
EasyCare Claims Department
Customer Answer
Date: 04/12/2024

Complaint: 21516772

I am rejecting this response because: Per EasyCare they would not towed the vehicle back to Classic Jeep to begin with & indicated the vehicle would be towed to the nearest Jeep dealership, which was ********************************. I do not have the vehicle & not expected to have it back until Monday, April 15, 2024. Their is also a engine lite on the dash & been on the entire time since ******************************** has had the vehicle in their service ***** That will need to be corrected also before the customer receives the ******************** back. Both of these dealerships has put the customer right in the middle of all this mess, which should have never happened or took placed. You never put a customer in a situation like this, because of someone negligence, when they were gave the opportunity to correct the problem. The customer returned to Classic Jeep on Wednesday, March 13, 2024, the same day when vehicle was pick up & mentioned to the service ***** I still have oil leaking. So that 's when the customer returns back home & contacted EasyCare.
The customer never had a rental ******************** since it was in the ******** Chrysler Dodge Ram Dealership & it is stated in the contract you are allowed to have a rental but never was provided & it was mentioned to the service ***** so do not go their. The customer feels like, I should not have to pay any deductible on either one of the claims. The vehicle never had these oIl leaks before, just a faulty installations that was created by a Jeep Dealership that chosen not to properly complete the job, were do you draw the line & take the responsibility for the actions that someone has created.

Sincerely,

*********************
Business Response
Date: 04/15/2024
Good afternoon-
Please accept this as a response to complaint ID # ********.
As a one time gesture, EasyCare has waived one of **************' deductibles even though there was a second repair to correct an oil leak on the second claim.
EasyCare will not be waiving the first deductible unfortunately as the issue was related to a repair facility part that prematurely failed and was covered under the service centers parts and labor warranty.
Thank you,
Easy Care Claims Department.
Customer Answer
Date: 04/17/2024

Complaint: 21516772

I am rejecting this response because: Per Classic Jeep, the customer tried to talked to the General Manager & Service Director and received no help. Classic Jeep was given the opportunity to look at the vehicle but they chose not too. The General Manager rolled his eyes the whole time the customer was talking to them & about when to asleep. and the Service Director, made up lies that they occured. ******************************** has provided with a invoice the rear main seal was a faulty installation problem & the customer should not be liable for that deductible either. The customer has been put in the middle of all this mess & the whole time the 2013 Jeep Wrangler was at the ********************************, the customer never had a rental ******************** provided from them, even the service contract showed rental is provided. The customer asked the ******** Jeep Dealership numerous times & EasyCare & got no were. The excuse was between Classic Jeep & ********************* Dealership, we are working out a deal with Classic Jeep about getting credit received for the service work we are having to redo. Now is this , the customer's fault or a negligence. The customer does not make deals.
The customer credit card should be given a credit for the deductible amount from ************ of ********* ** which was $250.09 & also the contract stated the deductible was $250.00, not $250.09. The customer asked the General Manager & the Service Director, why the difference in the deductible & no one had a answer. So with the incorrect amount being charged & no explanation why this happen, the customer should be fully refunded because of negligence. The customer sees it one way, the right way.
Per ***********************, I do not make deals. Incorrect deductible amount was charged, so that should void that transaction. I have guide lines to followed. When this was done, I asked the service advisor & she thought it was funny, no concern to check with the service director or anything else. I will never do any more business with Classic Jeep because of this foolishness.

Sincerely,

*********************
Customer Answer
Date: 04/29/2024

Complaint: 21516772

I am rejecting this response because: See attached

Sincerely,

*********************
Business Response
Date: 04/29/2024
Good afternoon-
The BBB's records indicate that this complaint had been closed on April 18th, 2024.

Thank you,
EasyCare *****************
Customer Answer
Date: 05/11/2024

Complaint: 21516772

I am rejecting this response because:When I picked up the 2013 Jeep Wrangler, the engine lite was still on in the dash. Per the service advisor not cover under the warranty. I personally reset the engine lite my self & put the plus gas in the the vehicle & the lite is off & still off as of today. The service **** at that time wanted $1100 plus to get the engine lite off when all the customer did was a simple reset the light & put the plus gas in the vehicle. All this was a simple fix that is all the customer had to do. The engine lite is off & the vehicle runs fine now. But the service **** wanted more money to do nothing.
Sincerely,

*********************
Initial Complaint
Date:03/15/2024
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.
Hello, May of last year I lost my vehicle in an accident. The remaining balance was to be paid by EasyCare Gap insurance. I filed all the paperwork and sent them all the documents needed for this to be completed. Since then all I have been doing is calling and calling to be told a check is being sent but here it is almost a year later and still nothing has been done. I reach out and just continue to get the same answer and outcome, nothing. I have attached proof of them receiving all of the documents. My car accident was May 8, 2023.
Business Response
Date: 04/05/2024
Good morning-

Thank you for forwarding this complaint to EasyCare. EasyCare has contacted the customer directly to address this matter.

Thank you,
EasyCare Claims Department

Customer Answer
Date: 04/08/2024

Complaint: 21439759

I am rejecting this response because: this does not solve anything.

Sincerely,

*************************************
Business Response
Date: 04/10/2024
Good morning!
Please accept this as a response to Complaint ID # ********.
An EasyCare representative attempted to contact the customer with no success, but will continue the effort.
Should ************************** attempt to call EasyCare for more information regarding her claim, she can simply call between the hours of 8am-6pm EST. M-F and ask for our GAP department.
Thank you,
EasyCare
Initial Complaint
Date:03/14/2024
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.
We purchased a auto warranty in 2020, that is good for 10 years/200,000 miles. we have had the car for 4 years and the turbocharger went out suddenly. we have done all oil changes and oil filter changes at the dealership every ***** miles faithfully, sometimes before that. my husband changes the air filter and cabin filter every 10,000-12,000 miles. This car has been taken care of very well. We filed a claim with this company, only thinking we have to pay a deductible of $250.00. The dealership has had our car for 3 weeks now and the warranty place is now saying that they will not cover our turbocharger because my husband changed the cabin and air filters himself. they are saying it had to be done by the dealership, which is false and does not say this on our contract. our contract states that we have to maintain that the vehicle, which we have done. the dealership has always told us to replace them ourselves that it was cheaper. every time we had an oil change, they did a multipurpose inspection and stated in writing to us that the air and cabin filters were in great shape. We need our car repaired under this warranty, i feel they are just making up a denial so they dont have to pay for repairs. this car is in immaculate condition so it should be covered and has all the proper maintenance, which I have a record of.
Business Response
Date: 03/15/2024
Good afternoon-

Thank you for forwarding this complaint to EasyCare. EasyCare will contact the contract holder directly to address this matter.

Thank you,
EasyCare Claims Department
Initial Complaint
Date:02/27/2024
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 purchased an EasyCare Warranty for my ****** Tundra. I later sold the truck and bought a new car. I called the Warranty company and was told I could get around $1600 back from the warranty since I sold the truck. They told me to contact the dealer and the dealer would submit a form. I contacted the dealer, Winners Circle ************** News. I sent the required paperwork. I was told I shoud hear back in a few weeks. A month later and still no response. I called the dealer multiple times with no response. Finally I got in touch with ****** and he told me the dealership was sold and that I need to contact ********************* in ******* ** at ************. I contacted them and submitted all information to them. I never got a return call and never heard back. I tried several times. Then I was given a number to a ***** with Easy Care. His number is ************. I called him and he said he would be in touch within a couple days. Several days have passed. I left a voicemila and text and email. No response.Now as I am typing the letter I get a response to call the dealiershipt **************** at ************, with Winners Circle. Also ***************** *** at ************. I called and no one picks up.Very frustrated as it should not take over 3 months to get my money back. Need help.
Business Response
Date: 02/28/2024
Good afternoon-

Thank you for forwarding this complaint to EasyCare. EasyCare will contact the contract holder directly to address this matter.
EasyCare Claims Department
Customer Answer
Date: 03/02/2024

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,

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

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