ComplaintsforEasyCare

• Initial Complaint

  05/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a used vehicle from *** dealer in ******* Oaks, ** and bought a warranty that cost me almost $7,000 which was offered by the same dealer. I havent had any major problems with the vehicle until I get a nail in one of the tires. I take it to the dealer so they can replace it (dealer is 1 hr away from where I live) I was told I have to wait for an inspector from Easy Care to approve the claim. I waited for a long time and I finally left to go to work. And the Easy Care inspector never got there to approve the replacement of the tire. The dealer knowing I had the warranty, replaced the tire. Now Im stuck with a **** for $400 for 1 tire and I reached out to easy care and it seems like their job is to deny claims. Taking into consideration how much I am still paying for the warranty, I find this company to be a fraud. No *** dealers should be doing business with this company, it is giving them a bad name since theyre the ones recommending them.

  

  Business response

  05/12/2022

  May 12, 2022
  
  ******* Barrett           
  BBB of Metro Atlanta, ****** & NE *******
  
  Vehicle Service Contract Number: EGW1K00WGU
  Vehicle Service Contract Holder: **********************************
  BBB Complaint Case #: 17175418
  
  
  Dear ******************,
  
  In accordance with your request,we ask that you accept this letter containing important information regarding the complaint submitted by *******************************, and the vehicle service contract (***)referenced above.
  
  Unfortunately, under the terms and conditions of ********************** ***, the claim was determined to have been ineligible for coverage due to the following:
  
  1) Section D (1) of the *** stipulates Authorization from the ADMINISTRATOR, verified by issuance of an authorization code, must be received before any repairs are performed under this ***.
  2) The same section D (1) of the *** further stipulates Upon OUR request, YOU must allow the ADMINISTRATOR to inspect YOUR VEHICLE to gather necessary information regarding any claim.
  3) Immediately upon receiving a call from ********************** chosen repair facility to initiate the recent claim, the ADMINISTRATOR diligently attempted to fulfill its responsibilities pursuant to the ***s terms, advising the repair facility that it would arrange for an independent mechanical inspection to verify the reported tire damage and other vehicle information, etc.
  4) However, approximately 24 hours later the ADMINISTRATOR was informed that ********************** vehicle was no longer at the facilitys location, and that the right rear tire had already been replaced without the ***s required prior authorization.
  5) Repairs performed without prior authorization from the ADMINISTRATOR are specifically excluded under section E (1) (a) of the *** captioned: WHAT IS NOT COVERED.
  6) The *** further alerts in bold type at the bottom of its first and last pages: NO PAYMENT FOR REPAIRS WILL BE MADE WITHOUT PRIOR AUTHORIZATION FROM THE ADMINISTRATOR, SEE SECTION D. 1.
  
  Nevertheless, as a simple courtesy and effort to resolve ********************** concerns, our office has decided to issue reimbursement for the itemized charges reflected on the invoice he attached to his complaint, to the extent of and as if those charges were otherwise eligible for reimbursement under the ***, as a one-time goodwill gesture in the interest of customer satisfaction.  Of course, we respectfully but emphatically urge ********************** to be certain his chosen facility has obtained the ***s required prior authorization for the repair of any potential future OPERATIONAL FAILURE or ADDITIONAL BENEFIT (such as the road hazard tire damage reported to have taken place in this instance), since the ADMINISTRATOR will simply be unable to repeat this gesture.
  
  Lastly, and as an aside with respect to ********************** other comments:
  
  a) Although the *** ADMINISTRATOR was obviously not present at the time of ********************** purchase and is both unaware of and unable to verify the source of the information provided; the data transmitted to our office by the SELLING DEALER from whom his *** was purchased, does not support a *** cost of almost $7,000.
  b) ********* standard procedure, the independent mechanical inspector retained to visit ********************** repair facility to verify the presence of his VEHICLE, the reported tire damage, and other data contacted that facility prior to his arrival to confirm the facilitys schedule, the VEHICLEs availability, that they were prepared to demonstrate the reported damage, etc.
  c) However, upon doing so, the inspector was informed ********************** VEHICLE was not present, and that the tire had already been replaced; thereby negating the purpose for the inspection.Clearly, this was not an example of careless or willful delinquency as the gentleman implies.
  d) Contrary to the allegation that (the ADMINISTRATORS) job is to deny claims, our records indicate that each and every one of the six prior claims submitted in accordance with the *** terms including four previous claims for tire replacements due to road hazard resulting in blow out or flat have been authorized and reimbursed to the full extent of the ***s limit of liability, in the accrued sum of $5,773.20.
  e) The ADMINISTRATOR has been pleased to provide that level of coverage, just as ********************** and every one of our valued *** holders has every right to expect.
  f) However, please understand that we are obligated to abide not by some, but by all of the terms, conditions, limitations, and exclusions of the *** by which we, and **********************, are bound.
  
  Under these circumstances, we believe ********************** concerns have been addressed, and resolved.  Our office will shortly process the above-referenced courtesy reimbursement, and issue it to ********************** at the address he provided during our next regularly scheduled check run.
  
  We are grateful for the privilege of being ********************** *** ADMINISTRATOR, and trust that our reply has provided both he and all the Bureaus interested readers with a better understanding of what transpired during ********************** recent claim.
  
  Sincerely,
  
  Claims Department
  Automobile Protection Corporation - APCO
  

• Initial Complaint

  04/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Easy care canceled my warranty when they were supposed to cancel my gap insurance

  

  Business response

  05/03/2022

  May 3, 2022
  
  ******* Barrett           
  BBB of Metro Atlanta, ****** & NE *******
  
  Vehicle Service Contract Number: RVEK281862
  Vehicle Service Contract Holder: *************************
  BBB Complaint Case #: 17117913
  
  Dear ******************,
  
  In accordance with your request,we ask that you accept this letter containing important information regarding the complaint submitted by *************************, and the recreational vehicle service contract (***) referenced above.
  
  Shortly before the arrival of your email notification, the *** Administrator was contacted by ************** chosen RV repair facility, ************** Repair in ********, ********** (CDMRVR) with a request for the ***s prior repair authorization related to a couple of breakdowns they had discovered.  Alas, as ************ implies, the *** had long since been cancelled at (what we understood to be) his request; a request which was electronically relayed to our office by his selling dealer, and promptly processed approximately 1 years before, in October 2020. Therefore, we were obligated to apologize to CDMRVR and explain that unfortunately the *** was inactive and unable to assist, due to the cancellation processed so long ago.  
  
  Subsequently, and prior to your email notification, our office was contacted by ************ with the news he has now shared with the Better Business Bureau.  ************ advised that an October 2020 request for cancellation and pro-rata refund of ************** ***, was instead supposed to apply to the companion GAP Waiver Addendum (***) he had also purchased for the same recreational vehicle (RV).  Therefore, we began an investigation into his 2020 request with field representatives who had serviced his selling dealer, ******************* (HMH), so that corrective action could be taken. We continued our attempts to verify and document the error ************ reported, but those efforts were delayed and compromised by the fact that HMH had new owners, and because the records being sought could not be expedited from storage.
  
  In any event, we are pleased to report that a suitable workaround and compromise resolution has been arranged with ************** approval, whereby a back-dated cancellation of the *** product and its refund would be applied toward a re-activation of the ***.  Under this agreement, ************ understands that his RV no longer has any protection whatsoever under the ***, that the *** has been reinstated to fulfill the remainder of its original term, and that as the *** Administrator our office would pursue any available and eligible coverage with regard to the recent claim submitted by CDMRVR.  Indeed, we have already done so and are happy to further report the *** has been able to authorize repairs in the net amount of $369.39 after the $250.00 per-visit deductible; plus CDMRVRs $55.00 service call fee.
  
  We are grateful for the privilege to once again be ************** *** Administrator, and for having been able to resolve his concerns.  According to our records the *** will remain in full force and effect until July 15, ****; and we look forward to the opportunity to assist with future benefits should the circumstance arise during the remainder of that effective term.  If ************ has any additional questions regarding this matter or claim disposition, he is welcome to contact our office directly by telephone at **************.
  
  Sincerely,
  
  Claims Department
  Automobile Protection Corporation - APCO

  Customer response

  05/03/2022

   
  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

  03/30/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought a vehicle at ************ in Pa. It came with a EasyCare plan that cost a extra $2600.00. On 11/15/16 the ignition module went out, so I took the vehicle back to ************ to get the problem fixed and they said it was not covered under contract that it would cost $584.00, well needless to say I did not get it fixed because it was suppose to be covered. But they did **** me $96.41 just to tell me this. I was ******. well I read the contract and it was to be covered. So breach of contract I trusted your company and you failed me, my vehicle would be paid off. SHAME ON YOU ALL.

  

  Business response

  04/06/2022

  April 6, 2022
  
  ******* Barrett                       
  BBB of Metro Atlanta, ****** & NE *******
  
  Vehicle Service Contract Number: EGT1K052VV
  Vehicle Service Contract Holder: ******************************
  BBB Complaint Case #: 16963897
  
  Dear ******************,
  
  In accordance with your request,we ask that you accept this response to the complaint submitted by ***************************, in connection with a claim and request for prior repair authorization submitted approximately 5 years ago under the vehicle service contract (***) referenced above.
  
  Unfortunately, under the terms and conditions of Mr. ******** ***, the claim was not eligible for coverage due to the following:
  
  1) Mr. ******** STATEDCare *** provided that only the specific components itemized in categories #**** were eligible for coverage and repair reimbursement in the event of a MECHANICAL BREAKDOWN or FAILURE, solely due to defects in material or workmanship. 
  2) On November 15, 2016, the *** Administrator received a call from the service department at ************ (FF), reporting that Mr. ******** vehicle had been driven to their location with ****** miles, and with a complaint that the ignition was faulty that it must be shaken for the vehicle to start.
  3) FF advised that their inspection and diagnosis led them to find an excessively worn, egg-shaped steering lock housing as the culprit; and they requested prior repair authorization under the *** to replace that housing.
  4) The steering lock housing is not listed among the many components itemized within categories **** of the ***s covered parts, it is neither an ignition module nor an ignition switch (both of which were eligible for coverage, but are distinct components neither part of or integral to the steering lock housing FF requested), and was therefore a non-covered part.
  5) Section E (4) of the *** specifically excluded coverage for Repairs to any non-covered parts.
  
  We understand from Mr. ******** complaint that he may believe or may have been informed that the ignition module went out at the time of that service visit to FF so many years ago.  And, while we certainly do not speak for FF and cannot explain how two so disparate components could be confused with one another, the *** remained in full force and effect until June 16, 2019 or a total odometer reading of ******* miles, whichever first occurred; and at no time prior to its natural expiration did FF or any other licensed repair facility contact the Administrator with a diagnosis of or a request to replace his vehicles ignition module.  Indeed, if the ignition module in Mr. ******** vehicle had truly failed the engine would also have failed to ever start or run at any time since, unless and until such a defect were corrected; and the *** remained ready,willing, and able to provide prior repair authorization for such a MECHANICAL BREAKDOWN or FAILURE over the ensuing 3+ years and/or over ****** miles.  However, a corresponding request never came.
  
  Accordingly, and since ***************** also suggests that he chose to not replace the ignition module; we must respectfully suggest that the diagnosis provided by FF at the time was far more plausible; and that an inadvertent, perhaps verbal part description may have led to a misunderstanding that a steering lock housing was an ignition module.
  
  We are grateful for the privilege to have been Mr. ******** *** Administrator while it was active, and regret that coverage for the repair of a non-covered part could not be applied in November 2016.  If ****************** has any additional questions regarding this claim disposition, he is welcome to contact our office directly by telephone at **************.
  
  Sincerely,
  Claims Department
  Automobile Protection Corporation - APCO

• Initial Complaint

  03/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my 2017 *** M240I Xdrive from ********************************************* in ********** ** on Jan 6th 2022. Feb 9th I started having issues with my new car. I had the car towed into ************** in ************* **.The *** dealership told me that the Eccentric shaft was bad and needed to be replaced.$6500. Easy Care denied the claim by stating that I had put WIDER TIRES on the car, LOWING SPRINGS on the rear My car is in the shop for motor failure not suspension work. They went on to say that I had installed a downpipe ( exhaust system ) and that I had installed new " HIGH PERFORMANCE " Coil Packs. ( part of the ignition system ) They denied the claim stating I might have caused the issue. The fact is the Eccentric shaft only fails due to improper lubrication. *** calls for "long Term Lubrication" be used during assembly. To be packed into the caps. That no modification to any part of car will cause this failure. That it dure to improper assembly. There is also what's called the ******** **** warranty act law that states. The warranty company must prove beyond a reasonable doubt that anything done to car was a direct cause. I have since lost my job, I am now looking at being evicted from my home. I am suppose to start new job 04/11/22 with no means of transportation. I have full custody of my little girl, I cant even buy us food at this point. We will be homeless soon all because EasyCare doesn't want to pay for a claim. They have been paid by dealership to carry warranty and are not holding up their end. CLAIM # CL10609326 CONTRACT #LW9117B659 Adjuster who denied claim *********************. DESIRED RESOLUTION: I want EasyCare to pay to have my car fixed as per their contract!

  

  Business response

  04/04/2022

  
  April 4, 2022
  
  ******* Barrett           
  BBB of Metro Atlanta, ****** & NE *******
  
  Used Vehicle Limited Warranty Number: **9117B659
  Used Vehicle Limited Warranty Holder: *************************
  BBB Complaint Case #: 16949963
  
  Dear ******************,
  
  In accordance with your email notification dated Sunday March 27, 2022, we ask that you accept this letter in response to the complaint submitted by *************************, a recent request for prior repair authorization presented on **************** behalf by ****************** (SMC), and the Used Vehicle Limited Warranty (**) provided at no cost to **************** by his Issuing Dealer, referenced above.
  
  As a preliminary matter, please understand that in our capacity as Administrator we are not a party to the **;and our sole function, responsibility, and obligation is to perform claims administration services on behalf of **************** Issuing Dealer, in accordance with the terms, conditions, limitations, and exclusions stipulated in and by the ***
  
  Unfortunately, in this instance and under those terms and conditions, the claim to which **************** refers was not eligible for coverage due to the following:
  
  1) The foundational prerequisite for coverage under the ** is the MECHANICAL BREAKDOWN or FAILURE of a covered part, solely due to defects in material or workmanship, conditioned upon **************** compliance with section A of the ** entitled YOUR RESPONSIBILITIES, and subject to the enumerated exclusions in section D which is captioned: WHAT IS NOT COVERED.
  2) Although SMC has not completed their diagnosis with **************** authorization, nor has SMC yet confirmed or demonstrated a failure to the eccentric shaft they and **************** suspect are related to the cause of the symptoms he reported to them; independent mechanical inspection of **************** vehicle, combined with data supplied by SMC during the above referenced claim, has confirmed installed modifications and/or alterations that do not meet the vehicle manufacturer's specifications.
  3) Among the modifications and/or alterations verified are: larger diameter wheels with lower profile tires, lowering springs installed in the rear suspension, an aftermarket cone style air filter and air intake tube, modified/aftermarket ignition coils, modified exhaust downpipe, deleted catalytic converter, and SMCs demonstration that the vehicles ************* Electronics module (or DME) has been re-tuned.
  4) There is no contention on the part of the Administrator (or any other party, as far as we are aware), that the tire, wheel, or suspension modifications **************** chose to install on his vehicle, would directly affect the internal engine components suspected of being damaged in this case.
  5) As you *** know, modified tuning in conjunction with deleting a catalytic converter and/or altering other components such as those present in this instance, are examples typical of those pursued by enthusiasts with the goal of increasing an engines horsepower, response, torque output, or other characteristics beyond those engineered by the vehicles manufacturer.
  6) Naturally, any owner *** choose to modify their vehicle the way they see fit; it is their vehicle after all. However, alterations such as these cannot be dismissed or logically separated from the added stress and unintended (by **** influence on drivetrain components they would inevitably cause; including not only the eccentric shaft but all other internal components of an intricately synchronized, variable valve timing engine like the one *** designed for **************** vehicle.
  7) Indeed, and although the Administrator does not engage in placing blame or assigning fault on any party, for any reason, under any circumstance; our records do also indicate that **************** informed our customer service representatives that it was he who arranged for these modifications, in any case.
  8) Section D (12) (e.) of the ** entitled WHAT IS NOT COVERED specifically excludes the repair of any MECHANICAL BREAKDOWN or FAILURE Arising out of the failure of an otherwise covered part that does not meet manufacturers specifications, including modifications and/or alterations to the VEHICLE not approved by the manufacturers authorized representative. (Some examples: over or undersized tires or rims, exhaust or intake system modifications, ignition or fuel system modifications, suspension or steering system modifications);
  
  Please realize that vehicle manufacturers like *** spend untold sums and expend thousands of hours hiring huge staffs of professional engineers to design their vehicles in such a way that all the component parts work properly together; to provide the longest trouble-free service possible, and so those vehicles also comply with all the federal and state laws related to emissions, fuel economy, crash safety, and so on. When owners choose to alter their vehicles by modifying them with improvementsin some way or another, like getting them to go faster or generate more power than the manufacturer intended; the motivation and results *** seem desirable,at first but the act of doing so is not without risk, including the risk of increased frequency and/or premature breakdown of a decidedly unanticipated nature.  This is not a risk Mr. ************* Dealer or the ** assume, and it is instead specifically disavowed as noted above.
  
  Moreover, please further understand that even though the ** Administrator does not represent or speak for the manufacturer of **************** vehicle, the 2017 *** New Vehicle Limited Warranty applicable to his model contains similarly explicit exclusions to its coverage, including but not limited to: Modification of the vehicle or installation of any performance accessories or components attached to the vehicle which alters the original engineering and/or operating specifications(page 4), Malfunctions, including consequential, caused by improper adjustment/repair, modification, alteration, tampering, disconnection, improper or inadequate maintenance (page 7), if your vehicle or part has failed due to abuse, neglect, improper maintenance or unapproved modifications... (page 10), etc.
  
  Of course, if **************** is able to provide official documentation issued by an authorized *** representative supporting an evaluation of each and every modification installed on his vehicle; and which then concludes and certifies that none of the several itemized alterations and/or modifications would have any effect whatsoever on any component that *** otherwise be eligible for coverage under the terms and conditions of the **; we would be more than happy to receive and evaluate that documentation.  In the absence of that evidence and testimony, however, the Administrator is unable to dismiss or ignore these modifications or the effect they would invariably have on all internal engine components, and we regret that the current correct claim disposition would remain.   
  
  If **************** has any additional questions regarding this claim disposition, he is welcome to contact our office directly by telephone at **************.
  
  Sincerely,
  Claims Department
  Administrative Office
  

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased GAP Insurance (Contract#: GAPF3B6B63) with EASYCARE for $750 on 8/13/2020 for the 2015 Audi A6 that I purchased at ****** Honda of ********** (**** ************ **********, ** *****). The vehicle was unfortunately deemed a total loss on 12/16/2021. My insurance did an evaluation of the vehicle and sent out a check in the amount of $20,379.86 to ******* ******************** to cover it's loan. In the meantime, I provided EASYCARE with every document needed for my claim, which I had originally filed on 12/23/2021. I assumed that the remaining amount of $2,449.56 should have been covered by EASYCARE, but was informed by ******* ******************** that only a check in the amount of $1,900.92 was sent by EASYCARE to cover the remainder of the loan. Called EASYCARE to inquire about the amount of the check that was sent to ******* ******************** and was told that because of the evaluation done by my insurance EASYCARE will not cover the whole remainder of the loan. I am now left with a $548.64 balance to be paid by 3/27/2022 to ******* ********************. I'm hoping that EASYCARE sends a secondary check by then to settle the debt but if not I will have to as I do not want my credit to be affected (this is why I've selected the 2 desired resolutions below). I've attached all the documents sent to EASYCARE for my claim.

  

  Business response

  03/24/2022

  March 24, 2022
  
  BBB of Metro Atlanta, ******, & NE *******
  235 ****************
  Suite 900
  *******, ** 30303
  
  Posted using BBB Online Complaint System
  
  Re:       Borrower:                     ******************************* ***
              Complaint Number:       16929262
              *** Enrollment:            ***F3B6B63
              Date of Loss:                 November 27, 2021
  
  To Whom It May Concern:
  
  Automobile Protection Corporation [Hereinafter APCO] is in receipt of your correspondence dated March 24, 2022, in connection with a recent request for a waiver of a loan balance under Mr. **** *** Deficiency Waiver Addendum. We have researched our records regarding this matter and ask that you please accept the information contained herein to respond to the concerns expressed in your correspondence. Your patience in awaiting our reply is very much appreciated.
  
  Please note that the *** Deficiency Waiver Addendum is not an insurance product. The *** Deficiency Waiver Addendum is an agreement between the Customer and the Dealer/Assignee to waive a loan balance in case of an eligible total loss to the covered vehicle. APCO is the administrator of the *** Deficiency Waiver Addendum and is not a party to the contract. We ask that Mr. *** please refer the *** Deficiency Waiver under DEFINITIONS:
  
  Waiver Benefit Amount The amount the Financial Institution/Lender/Assignee agrees to waive calculated as the Unpaid Net Balance less the Actual Cash Value At Loss of the Covered Vehicle subject to the Actual Cash Value At Loss not having been reduced by more than $1,000 as a result of the application of the Customer/Borrower/Lessees Primary Carrier deductible.The Waiver Benefit Amount shall not exceed $50,000. Any ************************* deductible amount in excess of $1,000 remains Your responsibility.
  
  Please also see:
  
  Unpaid Net Balance The amount owed to the Financial Institution/Lender/Assignee by a Customer/Borrower/Lessee in accordance with the terms and conditions of the Financing Contract,resulting from early termination of the Financing Contract. This amount may not include any unearned interest; loan or lease charges; late charges; any Delinquent Payments; amounts that are built into or added to the loan or lease balance after the inception date of the Financing Contract; any uncollected service charges; refundable prepaid taxes and fees; or any other proceeds You may duly recover by canceling insurance coverage, service contracts or warranties; disposition fees, termination fees, penalty fees,non-refundable dealer discounts, dealer reserves or other items built into or added to the initial lease or loan/lease balance. If two or more pieces of covered collateral are secured under a Financing Contract, We will not waive more than a proportionate share of the total Unpaid Net Balance that damaged collateral represents to the total loan or lease balance. The Unpaid Net Balance also excludes (a) loans or special finance offers which may waive or delay payment of principal or interest and (b) amounts that are built into or added to the loan or lease balance after the inception date of the Financing Contract.
  
  Finally, please refer to C. EXCLUSIONS:
  
  This Addendum will not apply a Waiver Benefit Amount for loss or damage:
  
  6. For any amounts deducted from the Primary Carriers settlement due to wear and tear, prior damage, unpaid insurance premiums, salvage, towing and storage and other condition adjustments.
  
  The Market Valuation Report submitted to our office shows that the primary insurance deducted $869.00 as a condition adjustment, specified as Sheet Metal:Few dents/ and/or numerous dings. Significant surface rust. Misaligned and/or missing panels Paint: Numerous small surface chips and/or scratches Heavy peeling,flaking, fading and/or mismatched panels. Major swirl marks. Significant fading. These deductions can be found on page 6 of the Market Valuation Report Mr. *** attached to his complaint.
  
  The Unpaid Net Balance on the date of loss was $23,149.78 per the payment history submitted to our office. This amount, less the primary insurance payment of $20,379.86 and the condition adjustment $869.00 resulted in an eligible to be waived of $1,900.92.
  
  The claim determination is based on the information provided to APCO for our claim file. However, if there exists additional information which might affect the disposition of the claim, we would be happy to reopen the file for additional consideration upon receipt.
  
  We trust this information address the additional concerns expressed in the customers complaint Should you or Mr. *** require any additional clarification or have any other concerns, please contact me directly to discuss.
  
  
  Sincerely,
  
  
  ******************************
  *** Claims Analyst
  Automobile Protection Corporation

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The company said are turqe converter was bad we have easy care extended warranty they sent thier tech to the car company and said to install a cylinder in first so goggling did that the converter lock up putting metal back in the cylinode coghglin then said must put another new cylinode and torque converter in easy care said no just the converter coghglin then call my wife and tells her she must pay for a new cylinode plus labor cost of around ******** out of pocket because easy care wont pay for another new cylinode we said we have complete coverage and will not pay for it they said they wont work on the car until they get a new cylinode mean while they have had are car for about a month and a half easy care wont pay for a second cylinode and coughglin wont flush the first new out because it has a screen and we are between the two in a ******* contest as to who is right

  Customer response

  03/18/2022

  The only way I know how to do this is tell you the story. We bought an Easy Care Gold warranty through *****************. I have been talking to Easy Care and ******.  The supervisor at Easy Care is ************************* **************. 

  I took my car to ******** in *********** because when you put your foot on the brake it starts trying to die and puts metal shavings in the fluid. ******** told Easy Care they needed to install a new solenoid and torque convertor. Easy Care approved the solenoid but not the torque converter. So ******** installed the new solenoid. then test drove it. 

  During the test drive the bad torque convertor caused metal shavings to go back into the transmission fluid and solenoid. ******** asked Easy Care to approve a new solenoid and a torque convertor. Easy Care agreed to cover the torque convertor but not a second solenoid.     

  ******** called my wife to tell us we needed to pay $1148.62 to replace the solenoid and flush the system and put new fluid in it. I drove to ******** to ask why it would cost over $1100 to replace the solenoid. They said because they have to flush the system etc.

  I called ******************** and asked why they would not cover the solenoid. He said they are not covering a second solenoid. ******************** called ******** and told them since they caused the metal shavings to go in the fluid, they are responsible for the solenoid. ****, the service advisor at ******** said if Easy Care had agreed to replace the torque convertor like ******** had originally asked there wouldn't have been any metal shavings to go into the solenoid. 

  I've since called ******** and spoke to *********************, the service manager, who said they would not work on the car until I authorize the repairs. ***** also said the torque convertor is on back order, but I know NAPA has them in stock. When we come in person, she won't come out of her office, but she does call us on the phone. 

  My vin number is 2fmpk4j93hbb14321.

  

  Business response

  03/29/2022

  March 29, 2022
  
  ******* Barrett           
  BBB of Metro Atlanta, ****** & NE *******
  
  Vehicle Service Contract Number: EGTED89435
  Vehicle Service Contract Holder: *******************************
  BBB Complaint Case #: 16910923
  
  Dear ******************,
  
  In accordance with your March 22,2022 email request, we ask that you accept this letter containing important information regarding the complaint submitted by ******************************* (and including what appears to be a prior March 18, 2022 submission by either Mr. or ****************** that did NOT appear as part of the initial complaint upon access to your portal, but which was located during a subsequent Communication Historysearch), and the vehicle service contract (***) referenced above.
  
  Please understand that the reimbursement requests initiated on the ******** behalf by ******** **************** (CAG)during the recent claim have not been declined.  Rather, authorization for all of the repairs eligible per the terms and conditions of Ms. ******** ***, has been issued in the total net amount of $3,818.47,after the ***s $100.00 per-visit deductible.  This authorization total consists of not only the parts, labor,seals/gaskets, and 12 quarts of fluid necessary to complete the torque converter clutch solenoid and transmission oil cooler control valve replacement CAG requested with their original estimate ($1,091.39, net); but then added the parts, labor, related seals/gaskets and 12 quarts of fluid (again) necessary to replace the torque converter ($2,727.08), when the torque converter clutch solenoid repair proved unsuccessful.
  
  We recognize that there may have been some confusion regarding CAGs initial diagnosis, the repair estimate they first provided (which did not include a request for a torque converter), and/or their subsequent findings.  And, we further understand from the ******** complaint that CAG has suggested that ****************** needed to pay $1148.62 to replace the solenoid and flush the system and put new fluid in itbecause they have to flush the system(because) if Easy Care had agreed to replace the torque convertor like ******** had originally asked there wouldn't have been any metal shavings to go into the solenoid. However, please realize that CAG has offered no diagnosis, reason, or evidence to support their recommendation for a second replacement of the same torque converter clutch solenoid the *** has already authorized, and which CAG has presumably replaced.
  
  As noted above, the *** specifically authorized twelve quarts of transmission fluid as part of the original torque converter clutch solenoid replacement CAG requested an amount of fluid which actually exceeds the transmissions full capacity according to Fords specifications.  Then, prior to their replacement of the torque converter which the *** subsequently authorized along with another twelve quarts of transmission fluid, making twenty-four quarts authorized in total CAG suggested that the torque converter clutch solenoid they had just replaced, might need to be replaced again due to a theoretical contamination they had not confirmed. 
  
  Respectfully, although we certainly do not doubt the sincerity of CAGs technicians, if all of the transmission fluid were replaced at the time of the torque converter clutch solenoid repair as CAG requested, as authorized, and as it purportedly was it is not likely that the entire transmissions capacity of brand new fluid would pass through the transmission filter and instantaneously contaminate only the torque converter clutch example among the several solenoids which are installed in the transmissions valve body, even if there were some residual torque converter debris present. Moreover, CAG had not even completed the torque converter replacement and second complete fluid exchange authorized under the *** at the time ****************** reports having been presented with their supplemental demand, making speculation about other unverified damage or contamination seem quite premature in any case.
  
  Of course, if CAG is uncertain of their diagnosis even now, and if they suspect further damage to the transmission of any kind it would be advisable for them to cease operations they are not convinced will be successful, complete their diagnosis with Ms.******** authorization pursuant to section C of the *** captioned: YOUR RESPONSIBILITIES, and for ****************** to instruct CAG to contact the Administrator with any additional findings prior to the completion of any further repair.  Under such a scenario the Administrator will be happy to re-set and re-start the entire claim, evaluate the findings of the professionals at CAG once their diagnosis is truly complete, and address the adjustment of any authorization for eligible repairs as one for the purposes of parts, labor, or any other requested amount(s).
  
  We are grateful for the privilege of being Ms. ******** *** Administrator, and hope that our response has provided a more accurate account and clarification of the events which have transpired during the recent claim.  We are currently awaiting receipt of CAGs invoice reflecting successful completion of the authorized repairs or, alternately, their contact with new or additional information which the Administrator will use to re-start and re-evaluate the entire claim, as one diagnosis and one repair.  If Mr. or ****************** have any additional questions regarding the claim disposition, they are welcome to contact our office directly by telephone at **************.
  
  Sincerely,
  Claims Department
  Automobile Protection Corporation - APCO

  Customer response

  04/05/2022

   
  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

  03/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had an adjuster look at our 2021 Honda Civic Type R on Tuesday 3/8/22 at Liberty Honda in ********, **. The adjuster confirmed that our car needed a new wheel due to it being bent and that it was not able to be balanced.The dealership then worked with Easycare as we purchased an extended warranty through them. Easycare refused to pay the claim even though we have coverage to replace the wheel if it was damaged by road hazard, which it was. We paid $3,747.77 to purchase the extended warranty and they are refusing to pay for covered items. We would like a refund for the entire price of the warranty and sales taxes.

  

  Business response

  03/18/2022

  ******************,

  Please see the attached .pdf file representing our respectful reply to ************************ complaint.
  

  Customer response

  03/22/2022

   
  Complaint: 16884069
  
  I am rejecting this response because:
  The wheel is damaged and unable to be balanced and will cause wobbling during driving. This is a new car that was purchased a few months ago and driving it in this manner is unacceptable. When purchasing an additional warranty to cover wheel and tires, it should ensure that the wheels and tires are in good operating condition. Driving around on a damaged wheel when I purchased coverage is unacceptable. I am not interested in cancellation. I would like a full refund for both warranties purchased, as I am no longer confident in the safety net that I thought I had with EasyCare. This was my first claim and I do not feel safe with their solution and would not like to be involved with the company.
  

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

  

  Business response

  03/29/2022

  ******* Barrett           
  BBB of Metro Atlanta, ****** & NE *******
  Posted to BBB Online ******************************************************************************************************************* Contract Holder:***********************************
  BBB Complaint Case #: 16884069
  
  Dear ******************,
  
  Thank you for your email dated March 22, 2022, notifying us of the additional comments you have received from ***********************************.  We have reviewed ********************* comments, but are afraid that she has not presented any new information that would permit a change in the Administrators coverage decision,and we are similarly unable to alter, dismiss, waive, or disregard the terms and conditions of the vehicle service contract(s) (***) by which we, and *******************, are bound.   
  
  As explained on March 18, 2022, authorization for the repair which was eligible under the *** the replacement of the right front tire of ********************** vehicle has been issued in the amount of $344.81.  However, since the corresponding wheel was not found to meet the ***s unserviceable threshold for eligibility, and since ********************** repair facility has not provided or demonstrated any additional findings which conflict with that status, the Administrator remains unable to issue authorization for its repair or replacement.
  
  Regarding ********************** preference for a full, 100% refund of her *** (or ***s as we understand ******************* to mean, including both the DriverCare *** referenced above, and the separate mechanical breakdown *** - EST40C0E8D), we regret that such an option is simply not available.  Both ***s plainly warn that NO PERSON HAS THE AUTHORITY TO CHANGE THIS *** OR TO WAIVE ANY OF ITS PROVISIONS", and the Administrator has no authority to repudiate the cancellation/refund provisions of either ***; the substantive,relevant, and explicit portions of which both stipulate:
  
  In the event of cancellation of this *** within the first 30 days, YOU are entitled to a full refund, provided no claim has been authorized or paid. After 30 days, or if a claim has been authorized or paid, YOU will receive a pro rata refund based on the greater of days in force or the miles driven related to the term of this ***, minus a $50 cancellation fee. Any pro rata cancellation refund due under this *** will be calculated using the date WE receive a cancellation request from YOU or YOUR authorized representative.
  
  Accordingly, since a claim has been authorized under the DriverCare ***, and since far more than **************************************************** any case, only a pro-rata refund is available. 
  
  Nevertheless, as an admittedly modest but sincere courtesy and customer service gesture, the Administrator will agree to help facilitate and maximize the largest possible refund available for ********************, by using the recent claim date and vehicle mileage on that date, if she wishes to forego all future coverage.  Under those circumstances ******************** may submit her respective requests for each *** using February 28, 2022 as the cancellation date, and ***** miles as the odometer reading on that date.  Of course, this offer is made with the understanding that no other additional claims are authorized under either *** in the interim, and we pledge to stand by that proposed accommodation until April 22, 2022, so that ******************** may have sufficient time to devote prudent consideration to it.
  
  As before, we remain grateful for the privilege of being ********************** *** Administrator.
  
  Sincerely,
  Claims Department
  Automobile Protection Corporation - APCO

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Following the purchase of 2 vehicles (at the sametime) from *************************** in **************** **, I was encourage to purchase the EasyCare automobile protection by the ********* Finance Manager. It sounded like a good plan for the purchase of a 2016 Audi A3 with only 18K miles. ******* to Bumper coverage" as the Manager described and it would be "a valuable peace of mind for your new vehicle." I purchased the car in 2018 a two year old car with low mileage. Currently the car has about 60K miles. ******** the **** Actuator air door malfunctioned. I brought the vehicle back to ***************************. They diagnosed the condition and said it should be covered under my Easycare program but they could not do the work, to take it to an authorized Audi dealer. We took the car to Plaza Audi, who diagnosed the same thing but refused to accept EasyCare because of their lack of payment. We took the car to the *********************** in ********** **, the technician SS agreed with the diagnosis and also said, "this should be covered by Easycare," and he would file a claim. SS called me back to tell me the Easycare denied claim. SS said he was shocked to learn this is not covered. This is a $1500+ repair and we paid EasyCare for the Audi STATEDCARE coverage $1806. Under the STATEDCARE coverage it reads STATEDCARE covers Items ****. #7 covers ****. **** stands for Heating, Ventilation and Air Conditioning. The Easy Care Claims Adjuster MW, told me yes, but the specific part is not included. All vehicles are not manufactured the same and terms used by EC are vague which allows EC to deny this claim because of the lack of the item# rather than the vague and general terms used in their policy. The policy does not provide any the item#s. I would like the claim reviewed & a resolve by repair or refunding the cost.Date: 2/23/2022 Plan cost: $1806 Plan: StatedCare coverage Claim denied Claim tracking: G1070280 The vehicle still sits a the Audi dealer waiting repair.

  

  Business response

  03/02/2022

  March 2, 2022
  
  ******* Barrett                       
  BBB of Metro Atlanta, ****** & NE *******
  
  Vehicle Service Contract Number: EGT1Y01GN5
  Vehicle Service Contract Holder: ************************************
  BBB Complaint Case #: 16803396
  
  Dear ******************,
  
  In accordance with your request,we ask that you accept this letter containing important information regarding the complaint submitted by *********************************, and the vehicle service contract (***)referenced above.
  
  Unfortunately, under the terms and conditions of the **** the claim recently submitted on behalf of ********************* by *********************************** (BAWC) was not eligible for coverage due to the following:
  
  1) As ********************** notes, the terms of his STATEDCare *** explicitly permit coverage for the repair or replacement of only the items specifically listed in STATEDCare, PRIMARYCare and POWERCare Coverage Sections (Includes Items 1 - 14), except those excluded in Section E of Terms and Conditions.
  2) BAWC has reported that their diagnosis of ************************ complaint of no air flow/volume coming from the center or defrost vents of his vehicle, led them to conclude that there was an electrical failure of one or more air distribution/mode door actuator(s).
  3) However, the air distribution/mode door actuator(s) are not specifically listed among those covered items in categories ****, either by name or by virtue of an identical function performed by a component that IS listed as covered; and are therefore non-covered part(s).
  4) Section E (4) of the *** specifically excludes coverage for Repairs to any non-covered parts.
  
  To be sure, we would very much prefer to comply with the gentlemans request but to do so would represent an abrogation of our responsibilities; and we are no more permitted to issue prior authorization to repair a non-covered part, than we would be to deny the repair of a covered part under alternate circumstances which met the ***s foundational prerequisites.
  
  Beyond that, we must respectfully disagree with ************************ account of the *** terms as vague and general.  On the contrary, the list of covered parts is quite precise and exact, as are the remainder of the ***s provisions; and the Administrator does not rely solely on item#s or what different manufacturers may choose to call components that perform the same function as the specific part listed as covered under the ***. In this case the simple matter is that the diagnosed failed component(s) do not match any of the ***s covered parts, regardless of how broadly or how narrow the components name may be construed.
  
  Naturally, we are always willing to re-evaluate a claim on the basis of new or additional information, so if ***** diagnosis was unexpectedly incomplete we would welcome any supplemental findings they may have determined with ************************ authorization. With regard to *********************** consideration of a refund of his *** purchase price, we would direct him to section M of the *** entitled: CANCELLATION.
  
  We are grateful for the privilege to be ************************ *** Administrator, and truly regret that coverage could not be applied in this instance. While we will always do whatever we can to issue prior authorization for the repairs requested on behalf of our valued contract holders, please understand that we are contractually bound to apply that coverage in accordance with all of the terms, conditions, limitations, and exclusions in the ***s we administer. If ********************** has any additional questions or concerns regarding this claim disposition, we invite his contact with our office directly by telephone at **************.
  
  Sincerely,
  Claims Department
  Automobile Protection Corporation - APCO
  

  Customer response

  03/07/2022

   
  Complaint: 16803396
  
  I am rejecting the response because Easy Care continues to hide behind vague and general terms to their policy and I find their language intentionally misleading and fraudulent.  **********   **************** ** sold this coverage as a 'bumper to bumper coverage."  As a non-mechanic I do not have the knowledge nor did EasyCare provide a list BY VEHICLE of every part number covered,  instead EC listed the items as HVAC. V stands for VENTILATION.  The parts in question are part of the systems ventilation as stated in EC's response and should be covered.  Each vehicle, as written by Easy Care in previous complaints to the BBB have different parts and numbers.  It is impossible to list each part number, which is why Easy Care should honor the language and wording provided in the policy.  HVAC system.  I reject EC response.
  
  Sincerely,
  
  *********************************

  

  Business response

  03/08/2022

  March 8, 2022
  
  ******* Barrett                       
  BBB of Metro Atlanta, ****** & NE *******
  
  Vehicle Service Contract Number: EGT1Y01GN5
  Vehicle Service Contract Holder: ************************************
  BBB Complaint Case #: 16803396
  
  Dear ******************,
  
  Thank you for your email dated March 7, 2022, notifying us of the additional comments you have received from *********************************.  We have reviewed ************************ comments, but Im afraid that he has not presented any new information that would permit a change in the Administrators coverage decision regarding the recent claim.   
  
  As explained in our March 2, 2022 reply, the air distribution/mode door actuator(s) diagnosed by ************************ chosen repair facility are not specifically listed among those covered items in categories ****, either by name or by virtue of an identical function performed by a component that IS listed as covered; and are therefore non-covered part(s).As ************************ vehicle service contract (***) Administrator, we would like nothing better than to be able to issue unrestricted prior repair authorization for every request, without exception.  However, we do not enjoy the luxury of arbitrarily deciding to offer coverage for that which the *** excludes, and the *** expressly admonishes: NO PERSON HAS THE AUTHORITY TO CHANGE THIS *** OR TO WAIVE ANY OF ITS PROVISIONS.
  
  Moreover, and despite the undoubtedly sincere arguments ********************** has repeated the *** simply does not promise bumper to bumper coverage, it does NOT list the **** system, ****, or systems ventilation as limitless categories of unspecified and unnamed, yet covered components; its terms and language are precise and unambiguous, a components part number has no bearing on coverage or a claim decision, and ************************ claim has no relationship to any other claim or vehicle.  Indeed, as any interested reader may readily verify in the specimen *** ********************** has attached to his complaint, the acronym **** appears only once in the entire document as part of the named,listed, covered part: **** ************* Unhappily, the **** Blower Motor is not the air distribution/mode door actuator(s) and neither of those components perform the same function as the other in ************************ vehicle, no matter what name or part number the manufacturer may choose to assign them.
  
  We remain grateful for the privilege of being ************************ *** Administrator, even though we certainly share his disappointment that the honorable application of the *** terms by which we are both bound has resulted in the correct decision that coverage could not be applied in this instance. 
  
  Sincerely,
  Claims Department
  Automobile Protection Corporation - APCO

  Customer response

  03/14/2022

   
  Complaint: 16803396
  
  I am rejecting this response because you continue to fraudulently misrepresent the terms of the policy.  Let the buyer and the courts take notice.  As previously stated, EasyCare fraudulently misrepresent the terms of their policy by using vague and misleading words so they can arbitrarily deny claims.  Policies of this nature can not list every possible part number across the numerous auto brands, that is why the terms of HVAC motor is used.  By using such vague, and fraudulent misrepresentation ES VSC can use their discretion to reimburse the insured or not.  As evidence to this I have attached the reimbursement check from ********* where the vehicle and policy were purchased.  ********* agreed that this type of repair should have been covered, so THEY DID HONOR THE ***** OF THE POLICY, again uncovering your fraudulent misrepresentation of coverage.  We appreciate the integrity and trust of our car dealer and their willingness to stand up and act with decency. We will continue to purchase vehicles from this dealer because of their honest dealing.  Now that this has been resolved, I would ask the BBB to keep this exchange within the complaint log of EasyCare as a review for others to read and make decisions for themselves as to the value of this added purchase on their vehicle.  These reviews and word of mouth conversations with family, friends, neighbors and associates are sometimes the best resolve to actions of fraudulent vendors.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, I purchased a Range Rover in June 2021 I also purchased a easy care package costing several thousand dollars. I was told by ********************, that this warranty was bumper to bumper, and would cover this whole vehicle. I have called easy twice, they have not covered one issue. This vehicle started having coolant issues 3 mths after my purchase. Now the dealer Land Rover says that my windshield is leaking, the glass isn't completely installed correctly and the Easy is saying they won't cover it! Why would I buy a bumper to bumper warranty if nothing is covered? This is the most craziest thing ever. I need all my money back ASAP!

  

  Business response

  02/23/2022

  Please see the attached .pdf document which contains our complaint response

• Initial Complaint

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought warranty on my 2017 ******** CLA250 2 years ago .. my car need it service I took it to the dealership.. warranty COMPANY WARRANTY COMPANY declined the claim saying the car has been invlode in an accident, I had certified mechanic inspect it while at the dealer lot , there is no accident and the damage on the part is cause by road conditions. I am asking the dealer to fix it and pay back my rental cost ... thank you

  

  Business response

  02/15/2022

  February 15, 2022
  
  ******* Barrett           
  BBB of Metro Atlanta
  Posted to BBB Online ****************************************************** Contract Number: EGT682AE74
  Vehicle Service Contract Holder: *************************
  Selling Dealer: *********** Motorcars
  BBB Complaint Case #: 16742687
  
  Dear ******************,
  
  In accordance with your request,we ask that you accept this letter in response to the complaint submitted by *******************, and the vehicle service contract (***) referenced above.
  
  Unfortunately, under the ***s terms and conditions, the claim submitted on behalf of ************ by **************************************** (RWMC) was not eligible for coverage due to the following:
  
  1) The ***s benefit eligibility extends to the repair or replacement of a covered part which has sustained a MECHANICAL BREAKDOWN or FAILURE, solely due to defects in material or workmanship of that covered part.
  2) RWMC reported that ************ delivered his vehicle to their service department with a specific request that they perform a four-wheel alignment; and that in the process of preparing to perform that service they discovered the left front strut and spindle were bent, impeding their ability to successfully perform the requested alignment.
  3) Subsequent independent mechanical inspection of Mr. ***** vehicle confirmed the left front strut and spindle were bent as RWMC described, consistent with an outside influence, impact, collision, or road hazard event such as striking a pothole.
  4) The independent inspector noted that both front wheels of Mr. ***** vehicle were cracked/damaged as well; with the right front wheel damaged to such an extent that it was leaking air, also consistent with pothole impact damage.
  5) Automotive components are engineered to perform the functions for which they are designed, but they are not manufactured in a bent state, nor are they expected to be impervious to external forces they are not engineered to sustain.Components damaged, bent, or destroyed as a result of an external force, influence, collision, or impact do not represent defects in material or workmanship of the components so affected and/or damaged by that influence.
  6) The Administrator does not know and did not claim that Mr. ***** vehicle was involved in an accident, but the physical damage verified is certainly consistent with the road hazard impact (road conditions) ************ readily acknowledges in his complaint.In any event, neither would be an example of the ***s foundational defect in material or workmanship prerequisite; and in the absence of the road conditions cause ************ affirms, the now bent components would have continued to function as designed without any need for repair or replacement.
  7) Section E (1) of the *** specifically excludes the repair of a MECHANICAL BREAKDOWN or FAILURE Caused by any external cause such ascollision
  
  Nevertheless, the Administrator did not squander a chance to provide coverage for the repair of each of the front wheels on Mr. ***** vehicle which were discovered by the independent inspector while he was at RWMCs facility, and it has been pleased to issue prior repair authorization for those wheels pursuant to the ***s supplemental ADDITIONAL BENEFITS provisions.  
  
  Under all these circumstances, we believe the Administrator has acted properly and in full compliance with Mr.***** ***, and we look forward to providing prior repair authorization for future eligible repairs should the opportunity arise during the remainder of its effective term.
  
  Sincerely,
  Claims Department
  Automobile Protection Corporation - APCO

*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. ↩