ComplaintsforEasyCare

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hit a pothole on a 2 lane highway when another car was in the other lane and was unavoidable. My tire sensor indicated there was something wrong with the tire so I took it to Discount Tire in ******, ** on a Saturday. *************************** inspected the tire and saw there was a huge bulge (knot) in the tire and said he was shocked it hadnt blown out yet. He said it must be replaced. We called the warranty company but they were already closed for the day. I purchased 2 tires to match treat with the affected tire and said I would call the warranty company monday. The wheel was also bent and they said it should be replaced but it needed to be ordered. I called and they said to email the receipt to them so I did. They called the repair facility and spoke to someone who has not done the initial inspection of the tire. He failed to tell them the tire was losing air so they immediately denied my claim. I called easy care and they asked me to have the tire facility call them back so I asked the tire facility to call back. I hadnt heard any more so I called today and sat on hold over an hour. I was ultimately told since easy care was closed that Saturday the claim was denied, cant be escalated and sorry there was nothing that could be done. The representative said since the tire repair facility did not call them back the issue was over. I do not think this is right. Under my warranty, the tire met all criteria to be reimbursed for payment by Easy Care.

  

  Business response

  07/30/2024

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

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 2 warranty packages 5/28/24 and was in an accident 6/17/24. The dealership and this company have refused to cancel the warrantys and refuse to contact me. I still owe after my car being a total loss because ***** of warrantys wont come off the price. This is ridiculous that Im paying interest and car insurance for warrantys on a vehicle I no longer own!!!

  

  Business response

  07/29/2024

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

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new 2019 Jeep Cherokee Latitude Plus from ******* *************** in November 2018 and purchased an Easy Care extended warranty to go with it, in case there were any extensive repairs. The warranty expires on 11/22/24, although I thought it had already expired. In June of this year, I began having some problems with the vehicle and took it to Heveners Tire and Auto in *******, ** for service. It turned out to be a very costly repair. Believing my warranty expired at 5 years/50,000 miles, I thought it had timed out although I had not yet reached the mileage limit. On July 2, I paid $5188.69 for the repairs and picked up the vehicle. On July 14, not two weeks later, I received a letter from Easy Care telling me that it is time to renew the warranty! I was almost sick because that's when I realized I still had time on the policy and could have just used it two weeks prior to pay for the repair. The next morning, I called Easy Care and spoke with someone named ***** about the situation. Although he was very nice, he said there is nothing that can be done because I've already paid for the repairs. After some research online, I'm seeing this may not be the case and would like to further investigate my options. When I spoke to the repair shop, they say they're willing to help me, but Easy Care is not being as helpful now that I'm asking them to pay for the repairs on the policy that I paid for when I purchased the warranty. This is ridiculous because I bought the warranty for something extensive like this $5100 repair. The Jeep is well under the mileage and still has lots of life in it, so I expect Easy Care to follow through on the warranty that I purchased.

  

  Business response

  07/18/2024

  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

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid for the highest level easycare warranty on a car. Both of the rear wheel hub assemblies needed replaced. When we looked to file a claim it got denied. I can't afford $1000+ repair costs which is why we spent $2600 for a warranty with a $200 deductible. I had to purchase the parts myself to fix it. In the process I sliced open my knuckle and had to get stitches. I now not only have a warranty that denied a covered part, but a medical bill and about $320 into parts, plus $80 for trailer rental because the car was in limp mode, and a diagnose fee ($125) from the dealer just so I could get the car fixed. When I tried to work with the company to correct this I was told they couldn't do anything. When I asked to speak to a supervisor to file a formal complaint they refused to even let me do that. I have now lost all that time because they wouldn't even allow me to complain.The warranty expires in June of 2025 so I don't want to cancel because I'll only get ~$300-400 back. I would like to receive some type of reimbursement for the almost $500 (medical bill estimated around $100 as I had to go the *** I have into this because they refused to cover a repair that is covered under warranty.

  

  Business response

  07/17/2024

  Good morning-
  
  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 response

  07/17/2024

   
  Complaint: 21996711
  
  I am rejecting this response because: I do not trust that they will contact me and help correct. They denied my request to file a formal complaint prior so I would like to keep BBB involved until we reach a resolution. I passed on the *** to the person with BBB assigned to this case. 
  
  Sincerely,
  
  *************************

  

  Business response

  07/18/2024

  Good afternoon-
  Please accept this as a response to complaint ID # ********.
  An Escalation Specialist has already been in contact with ****************** to explain his claim in detail.
  Thank you,

  EasyCare Claims Department

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our dealer included the extended warranty from EasyCare (parent company is APCO) when we purchased our new 2019 GMC Yukon Denali. The vehicle was taken to the dealer in May, 2024 because of a warning light. The dealer inspected the vehicle and found the transfer case was the issue - it contained a "chunk" of metal that had broken off from something. The vehicle was just out of the factory warranty and the service department submitted the claim to EasyCare. Approximately 3 weeks after the claim was submitted, according to "*******************************" of APCO, it was denied because the dealership failed to document a powertrain inspection when they performed normal maintenance on the vehicle. $1100 out of pocket because of this sham company. EasyCare will nit-pick every single maintenance record on your vehicle and if you miss the tiniest thing they'll deny your claim. They have a 1.1 star rating with the Better Business Bureau if that tells you anything. Don't consider the fact that your dealer may include this warranty "for free" with your vehicle as a plus over a dealership that doesn't offer it. It's worthless. And, certainly NEVER pay out of pocket to purchase this warranty.

  

  Business response

  07/09/2024

  Good morning-
  
  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

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Lifetime Powertrain warranty when I purchased my vehicle new in 2016.March 2024 the transmission went out. Dealer states I need a new transmission. I have provided EasyCare with every document they have requested. I have been working with them patiently since March (now July) my claim is being denied as they cant prove the maintenance was completed. Several customer service reps have stated they do not see what records are missing, granted they are not the final decision makers. In the contract is says you need to provided receipts, dates and millage of the maintenance, I have provided this. Easy-care keeps on saying that this info is not verifiable. I question how a receipt is not verifiable. I can take pictures of air filters, spark plugs and other items that are not Factory items. Easy-care also says I need to return to the dealer for a ****** mile powertrain inspection. The dealer does not have a "powertrain" inspection along with ****. ************** change does have a multi point inspection and the dealer say they inspect these items.This company is selling a worthless piece of paper, I would like my claim accepted.

  

  Business response

  07/03/2024

  Good morning-
  
  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 response

  07/18/2024

   
  Complaint: 21932643
  
  I am rejecting this response because: I have been waiting for EasyCare to reach out to me directly to my complaint. They responded to the complaint through BBB but have not reached out to me like they said. I would like this complaint opened backup. They are not fulfilling their end of the contract that I signed. 
  
  Sincerely,
  
  *****************************

  

  Business response

  07/18/2024

  Good afternoon-

  Please accept this as a response to complaint ID # ********.

  A thorough review of ******************** claim has completed.  

  Unfortunately, a pre-requisite for coverage pertaining to completed maintenance has not been fulfilled therefore rendering the claim ineligible for coverage under the terms and conditions of the contract.

  An Escalation Specialist will be reaching out to him to discuss him claim shortly.

  Thank you, 

  EasyCare Claims Department

  Customer response

  07/19/2024

   
  Complaint: 21932643
  
  I am rejecting this response because:

  EasyCare contact me today (7/18).During my phone call, EasyCare kept on stating they had the contract right in front of them but could not read the 2nd paragraph in section B of the contract. Multiple times I have been told about items that are not in my contract. I believe this company has multiple different revisions or versions of the Powertrain Warranty. I have the original signed and dated contract.
  
  Nowhere in the contact does it state I cannot perform the manufacture recommended service myself. They give recommendations and suggestions, but do not state you cant do the service yourself, or you must have the service done at a dealer. As I have said, they use wording such as recommend/ may these are suggestive words.
  
  Per contract
  We recommend that you return to the issuing dealer for your vehicles service.
  You must keep receipts and other documentation that show the date, description of vehicle, milage and date of service.
  
  They are still denying my claim because I cannot show proof when I did the work. I have provided receipts of parts I purchase and milage and dates when the service was done. I have pictures of aftermarket parts installed in the vehicle. These parts are to OEM Factory standards. How do aftermarket parts get installed on a vehicle if service was never done?
  
  Easycare states even with all the information I have provided they say I am still missing recommended maintenance. Easycare cannot tell me what I am missing. I have had 3 different customer service representatives from **********************, state the notes in my file are a mess and hard to read/ follow. After they review my file, 3 different people that work for EasyCare does not understand what I am missing and why my claim is being denied. Unfortunately,the customer service reps do not make the decision to approve or deny a claim.
  
  When I have called in and talked to a customer rep, they always state the company very rarely approve claims on their Powertrain Warranty.
  
  I have maintained this vehicle per the manufacture recommended service intervals if not better. EasyCare per my vehicle milage requires me to have completed 18 oil changes (every 7,500miles)I have completed 24 oil changes. I change my oil about every ***** miles.
  
  If this claim is still denied I am requesting an official denial letter. In the past Easycare has only been able to give me a verbal denial. I need an official letter stating why the claim was denied for my personal documentation.
  
  This is a breach of contract,violates the Consumer Protection Rights and Consumer Sales Practices Act. I will be pursuing different avenues if the claim is still denied.
  
  
  Sincerely,
  
  *****************************

  

  Business response

  07/30/2024

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

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have purchased an extended warranty on our 2018 **** F150 and it is still under coverage. On June 20 2024 we had an engine failure where there was a loud hissing upon acceleration. I took the vehicle to the **** dealer for repair and instructed the dealer to contact EastCare to have the repair approved. The dealer tried to contact EasyCare and was put on hold for an extended time and EasyCare did not respond. The diagnostic cost is $165 and the dealer found the issue and resolved the issue during the diagnostic procedure. The connection of the Turbocharger bypass tube failed and was quickly resolved. I am requesting EasyCare to cover the $65 - above the required $100 deductible. I paid the entire bill of $165 and EasyCare refuses to cover the $65. I feel this is poor business practice as they are not honoring their extended car warranty agreement.

  

  Business response

  06/24/2024

  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

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Apparently when I bought my car in 2019 I purchased a policy with EasyCare.com as part of my total purchase. It was not until 6/12/24 that I knew I had this policy and only found that out when they tried to get me to renew my contract that goes out int 08/24. ***** is my adjuster. Him and his supervisor got on the phone and gave me this big grand speech about how this policy works and what all it covers and were able to get me a good deal on the new policy coming up in August. ***** filled me in on the original policy and what it covered. Which included road hazard for tires. Which made me intrigued due to me having just bought a new tire for my car on 6/10/24 due to medical grade scissors being pulled out of my back passenger tire. After I agreed to the new policy, setup payments and banking information, ***** was supposed to file the claim on the tire but magically he was no longer on the phone after we got everything setup. I called him back and his direct extension and could not reach him. He did return my call on 6/13/24 and told me I had to call the claims number where they would start my claim since it had just happened this week they would be able to back date it. I call and spend 20 minutes on hold and finally claims rep *********************** answers. After verification of my account she asked what I needed to file a claim for. I told her and she said in this department we dont take claims after they happen. You have call before the work is done. I explain I had no idea I even had this policy til 6/13/24 had known I would have. She said well we cant help. I then asked to speak to a manager and she stated the manager was the one who told her theyll cant to claims after work is complete. She told me she was send me to her voicemail and I might get a call back in 72 hours. Got sent to the voicemail And it states shes on the phone. Please leave a message and she will get back with you. This needs to be fixed now. I paid for this service.

  

  Business response

  06/17/2024

  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

  06/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I hade a contract through my car purchase for EasyCare - The package was a ********** Gold Plan. With this plan I get reimburse for car rental and repair services. Well my transmission had to be repaired and I had to get a rental car. I submitted all the paperwork to be reimbursed for the car rental about 8 months ago and I am still waiting for my check. I spoke with a representative and they stated I would get a check in 3-4 weeks and that was 3 months ago and still not check. This company has given me the run around numerous times and this is unprofessional and unacceptable.

  

  Business response

  06/17/2024

  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

  06/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ESP failing to abide by contract signed. Vehicle: 2020 Chrysler Pacifica Bringing BBB to table before courts involved for breach of contract. Failure point on van indicated by techs as front lower control arms (both front and right) indicating primary failure leading to more failure points (right and left struts). Right strut covered, left strut company has yet to indicate. Standard practice when replacing a strut is both struts left and right due to inherent safety concern of unequal force applied by a new and worn strut on suspension. This unequal force creates safety risk for any participants in vehicle due to unequal stability within suspension exacerbating continued problem. This is common knowledge within mechanical realm. *** filed this as a first warning of my intent to pursue legal action with county clerk if safety concern and breach of contract is further attempted by EasyCare. The safety of my family will not be ignored by this shady business in an attempt to cut corners.

  

  Business response

  06/12/2024

  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 response

  06/14/2024

   
  Complaint: 21835844
  
  I am rejecting this response because: Business called to say standard is 1 strut against repair standards. No clarity or source was provided to back their claim.

  No resolution provided, rather a condescending call seeming more they are more annoyed Id have the thought of raising this concern.

  Business appears more interested in cost savings compared to the safety of occupants in a vehicle from suspension instability. Bluntly a new strut will not ever have the same uniform pressure exertion than that of an old strut with 63k miles. This inherent risk is associated with braking and turning imbalance.
  

  Appears I will be forced to pay for repair on my own to ensure the safety of my family, as well as preventing imminent strut failure from said imbalanced pressure exertion. Begs the question, what is the point of extended service warranty when consumer has to ensure adequate repair and corners not cut?

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

  

  Business response

  06/17/2024

  Good afternoon-

  Please accept this as a response to complaint ID # ********.

  An Escalation Specialist had contacted the Service Writer in charge of the customers repair order at the Chrysler Dealership in regard to the 2020 Chrysler Pacifica under contract. 

  EasyCare was told that the right front strut assembly was the only strut mechanically failed at this point.  The Specialist specifically asked if the left front strut was mechanically failed since it had not been requested by their factory trained Chrysler technician.

  We were informed that there was no failure to the left front strut that required replacement, therefore not coverable under the terms and conditions of the contract.

  Thank you,

  EasyCare Claims Department

  Customer response

  06/21/2024

   
  Complaint: 21835844
  
  I am rejecting this response because: Apparent that EasyCare disregarded all prior correspondence of this concern. I spoke to customer agent at dealer today when picking up vehicle. Dealers agent claimed to me she had received an odd call that lasted 1 minute then they hung up on her. Further this agent attempted to get the strut and mount on left side approved through EasyCare yet was met with a denial from adjuster.
  

  Second, the complaint is for failure to pay for left strut and mount as per standard procedure when replacing. Failure of the left strut is irrelevant, you do not replace a single strut. Let me repeat that, you do not replace only 1 strut. Standard procedure dictates that both front or both rear are replaced to ensure safe driving characteristics are maintained of vehicle. Replacement of only 1 strut in front produces the inherent safety risk that caused this reporting. Would you risk your familys safety? I surely hope not. Ask any master certified mechanic, replacement of only 1 strut is a safety risk due to unequal pressure characteristics of a used and new strut. Further, left lower control arm failure (and its replacement through EasyCare approval already) showcases left side instability and start of failure. Not that it matters at all, however easy care has already through approval of the left lower control arm admitted to this instability on left side. (They have thus far only approved right side strut and bracket)
  

  I have had to personally pay for this left strut, bracket, and install after EasyCare chose to willfully violate our contract terms. This has cost me $1000 to rectify on my own to ensure the safety of my family. Unless rectified here, my chosen representation will be filing a civil case at the ************, IL courthouse to restore my lost balance that Ive been forced to take on through EasyCare failure to abide by signed terms of contract. Further, the representation cost associated Ive been informed will as well be pursued in court should this come to be the chosen pathway. 

  I look forward to the eventual resolution, whether or not that occurs now through BBB format or at the ************, IL courthouse is entirely dependent on EasyCare.
  
  Sincerely,
  
  ***************************

*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. ↩