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:02/16/2024
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.
On 4/21/2021 I purchased an extended warranty from Easy Care for the amount of *****. I purchased the add on miles option because I travel for work on a daily basis and put a lot of miles on my car. Well I had a mechanical issue with my car back in November of *********************************************************************************************************** my area they stay pretty booked up. My appointment was not until January. Due to me getting sick I had to reschedule my appointment. They were able to squeeze me in on February 14th. When I got there to drop my car and do my paperwork I was now over my miles. So I had to reschedule my appointment until April. I called Easy Care and was helped by a rude customer service representative. It wasnt my responsibility to tell the dealership to start the claim if Im correct all I knew was that they were able to pull up the warranty and I would have to fill out my paperwork once I drop my vehicle. I was told only a supervisor would be able to make any type of exception. Well the supervisor called she had no type of compassion or anything. Im not looking for pity, but I paid a good bit on money and never made not 1 claim. I wasnt offered any type of help from this company what so ever!!
Business Response
Date: 02/19/2024
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: 02/28/2024
Complaint: 21302675
I am rejecting this response because:The representative that contacted me was very RUDE!!!! Instead of looking into the account to see what the claim wasnt started the day I actually brought my vehicle in for repair he instantly got defensive. I wouldnt advise ANYONE to purchase ANYTHING from this company. The customer service and claims representatives are rude and they do not care about their customers. Not one person took the time to understand what actually happened. The company did not try to offer any type of resolution.
Sincerely,
***************************Business Response
Date: 02/29/2024
Good afternoon-
Please accept this as a response to complaint ID # ********.
We received a call from ****************** on February 14,2024 where she had explained to our adjuster that she was an having issue with her vehicle. ** standard procedure, our agent asked for the current mileage, which was presented as 109,281. She was advised that her contract was time and mileage sensitive and expired at ******* miles and that all claims have to be called in prior to the expiration date or miles, whichever comes first. Beyond that, we have no documentation from any repair facility or ****************** that she was having any issues prior to that February 14th phone call.
GWC was able to listen to a call where an Escalation Specialist called ****************** on February 19th, ************************************************* his explanation to her regarding her time and mileage sensitive contract unfortunately expiring.
We sincerely hope this explains in further detail the situation and regret that coverage could not be afforded to ****************** in this instance.
Thank you,
GWC Claims Department
Customer Answer
Date: 03/01/2024
Complaint: 21302675
I am rejecting this response because:The suggestion about the representative being courteous is definitely false information. Due to the above reply but the business just validates my point. Why hasnt no one offered to contact the the dealership to see why the claim was not submitted that day. I dont work for Easy Care or the dealership to know that I need to submit my claim even though my appointment was over 2 months away. Easy Car since it seems like its a game pointing finger how about you just sent me a check back for partial of the amount I paid and we can done with each other
Sincerely,
***************************Initial Complaint
Date:02/15/2024
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 pruchased a Kia ******* from ********************** on October 27th. The finance office sold me the extended warranty coverage provided by EasyCare. After doing some research the next day, I realized it would likely be impossible for me to use my extended warranty if I put performance modifications on the car. The contract states you have 30 days from purchase for a full refund, so I called EasyCare to cancel and they sent me the paperwork. I completed paperwork and on November 20th they confirmed my extended warranty and KeyCare contracts were cancelled with an effective date of November 3rd (the day I returned the paperwork to EasyCare). I was advised the dealership would send the refund to my finance company (CapitalOne) within 4-6 weeks. Its been more than 6 weeks and my finance company has not received the refund. The EasyCare contract was sold to me for $4,125 and the KeyCare contract was $1,000.Business Response
Date: 02/16/2024
Good afternoon-
Thank you for forwarding this complaint to EasyCare. EasyCare will contact the contract holder directly to address this matter.
Thank you,EasyCare Claims Department
Customer Answer
Date: 02/23/2024
Complaint: 21299636
I am rejecting this response because:I was never contacted by EasyCare and my $5,500 has still not been returned. Buyer beware on extended policies from EasyCare.
Sincerely,
*******************************Business Response
Date: 02/27/2024
Good morning-
Please find below a response to ************************ reply.
GWC Warranty contacted ******************** on February 16th at approximately 1:35 pm EST where our Escalation Specialist made him aware that his contract has indeed been cancelled, effective November 3rd, 2023 and the funds have been returned to the selling dealer who originally purchased his contract.
It was also explained to ******************** that any refund would come directly from his selling dealer and establishing contact with them would be the next step in the cancellation process. As a courtesy, GWC would reach out to the dealer to make them aware that the funds have been issued back to them for the customer.
We sincerely hope that ******************** was able to make contact with them and receives his cancellation funds in a timely manner.
Thank you,
GWC Warranty.
Customer Answer
Date: 03/01/2024
Complaint: 21299636
I am rejecting this response because:The partner of EasyCare does not respond to emails, calls, or visits to the dealership. I am asking EasyCare, who was paid $5,150 to accept some responsibility and quit engaging in business with fraudulent dealers. I did alert EasyCare that they will be included on my lawsuit seeking to recover the money.
Sincerely,
*******************************Initial Complaint
Date:02/15/2024
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 have a 2015 ***** traverse and the transmission went bad on it. I bought the car from ******************************* Cheverlet dealership in 2018. In May of 2022, when the transmission went bad, ********************** informed me that the vehicle is under warranty through Easy Care. Easy care sent a representative to the dealership to take a look at the transmission. It was deemed unserviceable and that the warranty covers the transmission. Easy Care used a company called LTQ to get a used transmission for the vehicle. Not even two years later the transmission went bad again. I took the car back to ******************************* and the service department did their due diligence to contact easy care. Easy care is telling them they are not responsible for the transmission and there is no warranty on the used transmission or hat they gave to the dealership. Now I am left without a vehicle for a service that should have been completed and the service went bad.Business Response
Date: 02/16/2024
Good afternoon-
Thank you for forwarding this complaint to EasyCare. EasyCare will contact the contract holder directly to address this matter.
Thank you,EasyCare Claims Department
Initial Complaint
Date:02/14/2024
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.
Sept 2023. I had my vehicle diagnosed on a suspension drooping failure. Claim was entered with easy care. The shop suggested what was need to fix the issue. Easy care sent an adjuster, who came to check out the issue. The issue did not present itself at the time of their visit. They then approved a couple parts to be replaced instead of the recommendation of the shop. Ended up waiting from Sept '23 to January '24 for the parts that were on back order. Parts arrived and repaired vehicle in January. I paid my deductible. 3 days after receiving the vehicle back from the shop. The suspension failed again. I immediately called the shop and got an appointment set to bring back for diagnostic and repair. Had to wait 3 weeks before the shop could get the vehicle in. After the shop rediagnosed the same issue and recommended the same parts as the first time. The warranty company agreed but still charged a deductible a 2nd time even though it was the same original issue that was never fully corrected. Easy care warranty company says because the problem didn't present itself during the first visit, that it was not the issue and that this is a 2nd issue. When in fact it is and was, 1 in the same. The 2nd set of repairs should fall under the original claim that had been partially denied.Business Response
Date: 02/15/2024
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
Customer Answer
Date: 02/22/2024
Complaint: 21292327
I am rejecting this response because:
Sincerely,
*********************Customer Answer
Date: 03/01/2024
Response rejected. Company still claims that there is no issue and deny responsibility.
Business Response
Date: 03/04/2024
Good afternoon-
Please accept this as a response to complaint ID # ********.
An Escalation Specialist had attempted two calls to **************** on February 15th, 2024 where both times he was met with a voicemail where a message had been left.
******************** repair facility had originally requested replacement of the air suspension compressor, the air suspension valve block, the air suspension control module and the LEFT REAR air spring. An Independent Mechanical Inspector had been dispatched to validate the shops claim. Upon the inspection, the repair facility of ******************** choice was able to prove failure to the air suspension compressor and air suspension control module only. Those components were authorized for replacement by EasyCare.
Approximately five months and ***** miles later, ******************** parts had arrived at the repair facility for replacement. Upon the second visit, the repair facility had made us aware that the RIGHT side suspension of the truck was now intermittently dropping down and had now requested not only the original LEFT REAR air spring, but also the LEFT FRONT and RIGHT FRONT air springs as well.
Another Independent Mechanical Inspector was dispatched. The original failure to the LEFT REAR air spring was now shown as well as the LEFT FRONT. No failure was found to the RIGHT FRONT.
Seeing how ***** miles had passed with a new part failure verified of the LEFT FRONT, a deductible on the LEFT FRONT air spring would apply to that claim as well.
We hope this has served as an explanation for the decision and regret that the second deductible could not be waived in this instance.
Thank you,
EasyCare Claims Department
Customer Answer
Date: 03/05/2024
Complaint: 21292327
I am rejecting this response because: the initial diagnosis of the vehicle and the repairs done were several months apart due to parts being on back order. Upon completion of repairs. 3 days later I called about the issue still not being fixed. We made an appointment for a 2nd diagnosis. In which case they still suggested the rear air springs to be replaced. With repairs should be considered as 1 occurence as the original issue was not resolved during the ************. Only to have an 2nd air spring go bad which could of been already bad during the initial diagnose or became bad during the repairs.I received 1 voicemail from easycare. In which case I was asleep when they called. I work night shift.
slow responses due to family tragedy
Sincerely,
*********************Business Response
Date: 03/06/2024
Good afternoon-
Please accept this as a response to complaint ID #********.
The repair facility made no mention of a failure to the LEFT FRONT air spring on the initial claim in September. ******************** vehicle was then driven ***** miles before the module and compressor were replaced in February. **************** claimed that the suspension still had an issue where a new claim was initiated by his repair facility for now the LEFT FRONT air spring as well. Seeing how the LEFT FRONT is a new and different part failure covered by his Service Contract, a deductible would apply.
We regret that we are unable to waive the deductible in this case, but hope this serves as an explanation as to why.
Thank you.
EasyCare Claims Department
Initial Complaint
Date:02/06/2024
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 am a ********** resident. I have a Vehicle Service Contract through APCO Holdings LLC/EasyCare. I wanted file a complaint with the underwriting insurance company, against the *** administrator. No underwriter has been provided, nor a means to file a claim. The ***** has wittens letters to the administrator demanding that they provide the information to me, but the administrator has failed to do so. ***** has elevated the claim to their fraud investigative unit. I have also filed a claim with LADCBA, who are also currently investigating. The ********** department of consumer affairs has recommended that I seek counsel, as they believe the *** may be either misrepresented or fraudulent. Thank you for your time.Business Response
Date: 02/09/2024
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: 02/16/2024
Complaint: 21256696
I am rejecting this response because:1 - There was no follow up. I received a call from a guy named *********************************. He refused to speak to or address any of my concerns or allegations about the contract I purchased from APCO/EasyCare. He offered me no form of resolution at all. He was only interested in how much my cumulative loss has been so far, and asked for email verification of the loss. However, after promising further communication and response, he never contacted me again, and has ignored my follow up email. EasyCare has no interest in engaging me for resolution.
And
2 - Now, with the help of the ********** ********** of ********** I have irrefutable proof that the contract I was sold is indeed fraudulent, and so is every other contract sold by EasyCare. Further more EasyCare has engaged in a conspiracy to commit fraud with ****************** Corporation, as Assurant has insisted on their involvement with the contract. But, the ********** ********** of ********* has determined that Assurant has no affiliation with the contract whatsoever, and has determined further that in stating their involvement with the contract, has committed fraud as well. So now this is a criminal matter.
Sincerely,
***********************Business Response
Date: 03/08/2024
Please accept this as a response to complaint ID# ********.
**************** ************************************************************* around September 8th, 2022 where the repair facility of his choice diagnosed and found enough internal engine damage to justify full engine replacement. The total paid out on that particular claim (including rental reimbursement) was $11,306.07.
Unfortunately again, on or around October 25th, 2023, **************** vehicle now suffered a transmission issue. The same repair facility had diagnosed this as requiring full transmission replacement. An EasyCare Claims Specialist researched the newest claim to find that the reported vehicle purchase price on the submitted contract was $11,721.30.
Seeing how **************** contract has a "limit of liability" as defined on page 4; section "H. Limits of Liability," which limits the maximum benefits payable to the original purchaser of the Vehicle Service Contract to never exceed the vehicle purchase price, the adjuster had provided the remaining portion of this limit ($415.23) to the repair facility as a monetary contribution towards the transmission. With this contribution, the contracts obligation would be fulfilled.
A specimen copy of the contract has been attached to this response for reference.
Thank you,
EasyCare Claims Department
Customer Answer
Date: 03/11/2024
Complaint: 21256696
I am rejecting this response because:Under the limits of liability, original purchaser is not defined as anything other than the literal translation, and I as the original purchaser have received no payments from EasyCare at any time. The engine servicing from 2022 was paid out to the service provider, which is defined in the contract as the dealership or shop that provides the repair service. Thus, I am owed reimbursement for my out of pocket expenses for the current repair. This is supported by the clause preceding the above mentioned clause, which states that no single repair shall exceed the value of the vehicle.
Furthermore, the section regarding insurance on page 5, giving me the consumer the right to file a complaint with the insurance underwriter over EasyCare's refusal to pay, is fraudulent, as there in no underwriter registered with the state for EasyCare's vehicle service contracts, even though ********************************** of Florida is listed in the contract as such. Upon calling ********************************** of Florida, they confirmed to me and the ***** that they do not underwrite my contract and have no information pertaining to my warranty contract with EasyCare.
This fraudulently misrepresented section of the contract voids the arbitration agreement, rendering it non-enforceable in **********, and thus allows me to pursue legal actions.
Sincerely,
***********************Initial Complaint
Date:02/01/2024
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.
The business coded my order as the wrong type. This has caused YEARS of issues. I was told on Monday 1/29/24 by an employee named **** that the two highlighted repairs WERE covered as I paid for a FULL COVERAGE. I have followed up multiple times and told they were covered and they were just waiting to here from someone (it is a different someone every time). Subsequently I have had no repairs and have been given the run around since then with no straight answer as to why I haven't heard back. I have requested a manager or supervisor call me MULTIPLE times and they say it will be ***** hours. We are well past that now. I was lied to and scammed by **** and now being dodged.Business Response
Date: 02/02/2024
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: 02/05/2024
Complaint: 21230744
I am rejecting this response because: I still am getting conflicting information from the company and have not been authorized a rental (included in my warranty) and we are on day 8 of having no vehicle and no repairs actually started.
Sincerely,
***************************Business Response
Date: 02/06/2024
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: 02/06/2024
Complaint: 21230744
I am rejecting this response because: My repairs have not been done yet and I just now got a rental after 8 full days of issues.
Sincerely,
***************************Business Response
Date: 03/12/2024
Good morning-
Please accept this as a response to complaint ID# ********.
From our system notes, it appears that a Claims Escalation Specialist was in touch via email with ****************** on February 9th, 2024 in which they spoke about reimbursement for the remaining item(s) that needed repair on her vehicle.
As of yesterday, another Specialist had left a message for ****************** as a follow-up. We will again attempt contact today to ensure her repairs have been completed and receives her reimbursement check.
Thank you,
EasyCare Claims Department
Customer Answer
Date: 03/13/2024
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.Mr. *************************** was able to step in and help me, and I very much appreciate his effort.
For all policy holders, I encourage you to keep a log of all call times, names of caller and his adjuster as me doing this was ended up forcing the coverage of items they had promised but later denied.
Sincerely,
***************************Initial Complaint
Date:01/31/2024
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.
Since you are the parent company for ******************* i am filing a complaint as I feel that I have been wronged in *** in approving a partial claim #****** dated 11/28/2023. My policy number is VSC02024181. The issue at hand is the verbiage in my powertrain warranty wherein I had an actuator fail in my left front hub. The actuator engages the gear to the front axle when selected 4-wheel drive options through a vacuum operated system on my truck. The Locking Hub Mechanisms is called out on the warranty page under the Drive Axle Assembly heading. Mechanisms is plural meaning there are several parts that make up the locking hub assembly. The actuator and the hub are part of the assembly and should be covered parts and just because they are not listed individually does not mean they should be excluded. I tried at least four times to explain this to the *** claims department to no avail. I am seeking full re-imbursement for this part of the claim from APCO or *** as it has been a nightmare working with ***. Copies of all paperwork are included in my submission.Business Response
Date: 02/01/2024
Good morning-
Thank you for forwarding this complaint to EasyCare. EasyCare will contact the contract holder directly to address this matter.
Thank you,Claims Department
Initial Complaint
Date:01/20/2024
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 to take my car to get fixed and easy care was the warranty company. They sent the dealership an engine and it didnt work so they had to send another one. All this took almost 4 months to get done. I had to pay out of pocket for a rental car almost ******* and they are only paying me back ****** dollars for it. 3 months later I still dont have the reimbursement check and now they have to do an inquiry to see if it was cashed to send out another one. Told it would take **** business days to check on that. Here I am 15 days later and still no answer. Every time I call I get a different answer Crazy to me Im out almost ****** dollars because of this warranty company.Business Response
Date: 01/22/2024
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:01/18/2024
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 the highest level of warranty and I honestly don't know why I even wasted my money. The warranty is completely useless. DO NOT get a warranty through this company. When my car randomly broke down I took it to get diagnosed, and they are refusing to refund the diagnosis charge. The part that needs fixed is inside the engine therefore Easycare told the repair shop that they would need to tear the engine down before they could approve the claim AT MY EXPENSE and there is no guarantee that the claim would be approved. The repair shop straight up told me they have worked with this company many times and that they will do everything to deny the claim such as my oil being low and dark. My oil was low and dark because of the part that needed replaced caused an oil leak. It is completely unethical to require an engine teardown at my expense. I understand that IF the claim was approved the expense would be covered but as a standard consumer, it is not logical to do a tear down which would cost thousands of dollars for it to likely not even be approved. The risk is not worth it. I did have a phone call with them about at least reimbursing my diagnosis charge, which I thought was more than fair but the woman on the phone said they could not do so. It is very disappointing. I am planning on filing a complaint with my State's ************************* as well if we can not reach a resolution.Business Response
Date: 01/22/2024
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:01/11/2024
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 purchased a 2015 ************* E-350 in Feb of 2021 from ****************************. Included in the purchase was a *** policy from EasyCare which cost me $795. The function of this policy is-- according to Easycare's website-- protecting me from large out-of-pocket expenses when there's a "gap" between and insurance settlement and the loan amount on the car. The website goes on the claim that Easycare will cover up to $50000 of "gap" and up to 150% of the vehicle's value.My car was unfortunately damaged in an accident back in the summer of 2023, and my insurance company considered the car a total loss. I received a settlement check from my insurance company, and I subsequently contacted EasyCare regarding my *** policy.Fortunately-- the amount of the *** was nowhere near $50000 and nowhere near 150% of the car's value. Amount of the *** was $1530.43. I submitted all the requested information on Sept 7 and received no reply for several weeks. I finally contacted the business manager at **************************** for help, and he agreed he would try to get some type of response from EasyCare. I eventually got a response from EasyCare on Sept 26 telling me that an adjuster (*******************************) was processing my claim. I'm not sure if I was ever able to completely verify that; the phone number she'd list on her emails is ************. However, whenever I called that number and asked for *******************************, the individual answering the phone would say "WHO?" After 4 more weeks of delays, frustration, and stress, EasyCare finally issued a check to my lender in the amount of $1163.82-- $366.61 short of the correct amount. I received an email from ***************** claiming that the amount was short because of "excess finance"; however, when I asked her to be more specific and tell me what that means, I got no response.The entire process was severely more difficult than it needed to be, and after all that I'm still left waiting for the rest of my money.Business Response
Date: 01/29/2024
January 23, 2024
BBB of Metro Atlanta, ******, & NE *******
************************************
Suite 900
*******,** 30303
Attention:***********************
Posted using BBB Online Complaint System
Re: Borrower: ***************************
GAP Enrollment: GAPB99C09A
Automobile Protection Corporation [Hereinafter APCO] is in receipt of your correspondence dated January 12, 2024, in connection with a recent request for a waiver of a loan balance under Mr. ************** GAP Deficiency Waiver Addendum.
APCO thanks you for forwarding this inquiry to the EasyCare GAP Claims department.EasyCare GAP Claims will contact the contract holder directly to address this matter.
Sincerely,
******************************
GAP Claims Analyst
Automobile Protection CorporationCustomer Answer
Date: 02/05/2024
Complaint: 21132567
I am rejecting this response because:There has been no response.
Sincerely,
***************************Business Response
Date: 02/15/2024
February 15, 2024
BBB of Metro Atlanta, ******, & NE *******
************************************
Suite 900
*******,** 30303
Attention:***********************
Posted using BBB Online Complaint System
Re: Borrower: ***************************
GAP Enrollment: GAPB99C09A
Automobile Protection Corporation [Hereinafter APCO] is in receipt of your correspondence ,in connection with a recent request for a waiver of a loan balance under Mr.Bertinis GAP Deficiency Waiver Addendum.
APCO thanks you for forwarding this inquiry to the EasyCare GAP Claims department.EasyCare GAP Claims has contacted the customer and explained the disposition and breakdown.
Sincerely,
******************************
GAP Claims Analyst
Automobile Protection Corporation
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