ComplaintsforEasyCare

• Initial Complaint

  01/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/17/21 a claim was initiated by ******************** on my 2016 Infiniti Q50 (VIN: *****************). The vehicle is covered under Easycare TOTALCare vehicle service contract #: EGT8971E49 which "Covers all Components and Parts, except those excluded in Section E of Terms and Conditions." as mentioned on the service contract. On 12/21/21 I was informed of a decision to deny the claim. On 01/10/2022 I was informed of a decision to cover the transmission but not the other damaged items that should be under coverage. The vehicle is currently at ******************** - *************************************************. Phone :************ Estimated total repair cost : $12,625.65 . TOTALCare service contract expires: 05/21/2024 / ******* miles ******* mileage ****** Issue: Damaged engine, turbos and transmission. I have properly maintained the vehicle well within manufacturer service recommendations. The vehicle has been serviced a total of four times since purchase on 05/21/20 . Last date of service was 10/09/21, thirty-nine days prior to the repair claim (11/17/21). The oil life was within manufacturer recommendations with 1,861mi of the 10,000mi service interval driven. There is an 18 point inspection completed by ASE certified technicians each time of service which includes "UNDER HOOD VISUAL INSPECTION, UNDER CHASSIS VISUAL INSPECTION", as mentioned on the provided service receipts. At no time has there been any mention of fluid leaks on service report/receipt nor has there been any warning/service lights displayed on the vehicle. The ********************** indicated the initial cause of failure was due to excessive metal in transmission fluid and transmission slipping causing the engine to over-rev damaging the engine also. The vehicle service codes they provided and the sequence they appear supports their diagnosis. I'm asking that all covered items be repaired and contract honored.

  

  Business response

  02/08/2022

  February 8, 2022
  
  ******* Barrett           
  BBB of Metro Atlanta
  Posted to BBB Online ****************************************************** Contract Number: EGT8971E49
  Vehicle Service Contract Holder: *********************
  Selling ************** Auto
  BBB Complaint Case #: 16427031
  
  Dear ******************,
  
  Thank you for your February 7,2022 email notification that a new complaint had been filed with the Better Business Bureau (BBB) by *********************.  Kindly note that we have previously received and directly replied to a substantially identical complaint from ****************, and since the circumstances surrounding the gentlemans complaint, as well as the status of the corresponding claim, remain; we ask that you accept the following version of that previous reply regarding a claim submitted on ****************** behalf by ******************** (IC), and the vehicle service contract (***) referenced above.
  
  First, please understand that the reimbursement requests initiated by IC on behalf of **************** have not been declined.  Instead, authorization for transmission repairs covered per the terms and conditions of the **** and 6 days of substitute transportation, has been issued in the amount of $2,902.92,after the ***s $250.00 per-visit deductible.  The remainder of the claim awaits completion of ICs diagnosis and/or the minimum amount of teardown necessary to establish and demonstrate defect(s)in material or workmanship to covered part(s), with ****************** approval and permission per section C of the *** captioned: YOUR RESPONSIBILITIES.
  
  To date, and although every effort has been expended in pursuit of prior authorization and the coverage permitted under the **** a portion of the repair authorization requested remains pending due to the aforementioned incomplete diagnosis, and based upon the following currently available information:
  
  1) The *** extends coverage eligibility only to the repair or replacement of a covered part which has sustained a MECHANICAL BREAKDOWN or FAILURE, solely due to a defect in material or workmanship.
  2) Rather than defects in material or workmanship, diagnosis performed by the professionals at IC, and as verified upon independent third-party inspection, has confirmed widespread engine bearing damage resulting from insufficient lubrication.
  3) IC has thus far not identified a MECHANICAL BREAKDOWN or FAILURE to a covered part which could have resulted in the extreme and widespread lack of lubrication damage witnessed in this case.
  4) Obviously, components which are destroyed as a result of operation in the absence of necessary lubricant(s), do not represent defects in material or workmanship of those components so destroyed.
  5) ****************** own verbal account regarding the progression of events during the vehicles breakdown sequence indicates that his vehicle may have been driven as much as or more than two miles from the interstate highway where the multiple symptoms he experienced first became prominently noticeable, to his residence.
  6) This information may or may not prove relevant to any future evaluation of the diagnosis which has yet to be performed, but in the spirit of compassion and good faith we are compelled to remind **************** again through the good auspices of the BBB, that section C of the *** entitled: YOUR RESPONSIBILITIES stipulates that, Any operation of the VEHICLE that results in further damage, related to the original MECHANICAL BREAKDOWN or FAILURE, shall be considered YOUR failure to protect the VEHICLE and shall not be covered under this ***.
  7) In addition, section E (1) of the *** entitled: WHAT IS NOT COVERED excludes the repair of any MECHANICAL BREAKDOWN or FAILURE which is Due to continued operation and failure to protect the VEHICLE from further damage caused by lack of necessary coolants or lubricants;
  
  Nevertheless, in an effort to extend the benefit of any doubt toward the repair coverage **************** is seeking,the Administrator has placed the claim in a pending status while it awaits his approval for IC to proceed with their diagnosis, in search of an eligible MECHANICAL BREAKDOWN or FAILURE which could represent a plausible explanation for the severe and far-reaching lack of lubrication damage the vehicles engine has sustained.  Of course, in the unfortunate event IC is unable to identify that foundational prerequisite for coverage under the **** and as IC appears unable to facilitate assistance under their Infiniti powertrain warranty which coincidentally expired a mere 82 miles or so prior to the arrival of ****************** vehicle at their service department the *** would be unable to assist with either additional repairs,nor with the cost of teardown, disassembly, or assembly per section E (5).
  
  We are grateful for the privilege of being ****************** *** Administrator, and we look forward to the opportunity to resume the claim evaluation upon ICs completion of their diagnosis and/or teardown, with ****************** permission and the understanding that if the *** is unable to assist further, all remaining costs would be his responsibility.   
  
  Sincerely,
  
  Claims Department
  Automobile Protection Corporation - APCO
  
  

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My warranty was to be canceled by the dealer in 2020 it never was. I slid the car. I was hospitalized for six months with Covid once came home k tried still cant speak to mgmt no refund

  

  Business response

  02/11/2022

  February 11, 2022
  
  ******* Barrett                                   
  BBB of Metro Atlanta
  Posted to BBB Online ****************************************************** Contract Number: EGT3301A68
  Vehicle Service Contract Holder: **************************
  Selling Dealer: *************** Isuzu,Inc.
  BBB Complaint Case #: 16357866
  
  Dear ******************,
  
  In accordance with your email request dated February 7, 2022, we ask that you accept this letter containing important information regarding the complaint submitted by ***********************, and the vehicle service contract (***) referenced above.
  
  We understand from Ms. ***** complaint that she wishes to cancel her *** and obtain a pro-rata refund for the remaining unused portion of the ***s term.  First, we would ask that ************ consult section M of the *** captioned CANCELLATION, an operative and relevant part of which we will take the liberty of reproducing here for your convenience:
  
  YOU MAY CANCEL this *** BY NOTIFYING THE selling dealer or the ADMINISTRATOR IN WRITING AND BY SUBMITTING THE FOLLOWING DOCUMENTS AND INFORMATION:
  1. This ***.
  2. A Federal Odometer Statement or notarized affidavit verifying mileage at the time of request.
  3. If repossessed: supply copy of repossession papers.
  4. If totaled: supply copy of insurance companys verification of loss.
  5. If lien has been paid: supply discharge of lien from lienholder.
  
  Since Ms. ***** selling dealer is no longer in business (and is therefore unavailable to provide the portion of any potential pro-rata refund of Ms. ***** *** purchase which they retained at the time of sale), the Administrator is willing to assume responsibility for the selling dealers portion as a goodwill gesture.  To do so, however, the Administrator requires one additional document in Ms. ***** possession, but which is unavailable from the selling dealer due to their demise: the **** of Sale or Retail Sale Agreement which reflects the price ************ paid for the ***.
  
  According to our records, *********** was reminded of these requirements by our customer service representatives when she first called the Administrator to request and review the cancellation process on September 29, 2021; then again most recently on December 7, 2021.  As of this date, however, the Administrator has received only a general cancellation request form but is still missing the requisite original **** of Sale/Retail Sale Agreement from *************** Isuzu, Inc., a paid in full letter or discharge of lien from Ms. ***** lienholder, and a Federal Odometer Statement or notarized affidavit/**** of Sale verifying her vehicles mileage on the date she sold her vehicle to its subsequent owner.  
  
  ************ is welcome to forward the missing documentation by email at her earliest convenience to: ************************************** , and our team will be happy to resume evaluation of her request in accordance with the *** and the documentation ************ provides. 
  
  Sincerely,
  Claims Department
  Automobile Protection Corporation - APCO
  

• Initial Complaint

  12/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Easycare car warranty in approximately April 2021. I put 140 dollars down then paid 130 dollars a month for 5 months. In October of 2021 I had to cancel my warranty due to financial hardship. When I first purchased this product, the representative told me I can cancel anytime and I would get a prorated amount back upon cancellation. It's been 2 months and I haven't got a ***** back yet.

  

  Business response

  12/13/2021

  December 13, 2021
  
  *****************************
  BBB of Metro Atlanta, ******,& NE *******
  Posted to BBB Online Complaint System
  
  Re:      Vehicle Service Contract Number: EGTF0CD0FA
              Vehicle Service Contract Holder: ***********************
              Selling Dealer: EasyCare ********************  
              BBB Complaint ID #: ********
  
  Dear ******************:
  
  We are in receipt of your email dated December 7, 2021, notifying us of the complaint your office recently received from *********************** regarding a request for cancellation and refund of his vehicle service contract (***), referenced above.  We have reviewed the comments relayed by **************** and ask that you accept this correspondence as our response to the concerns he has expressed.  Your patience in awaiting our reply has been appreciated.
  
  According to our records, on October 13, 2021, **************** contacted the EasyCare ******************** (****) by telephone, to advise that he wished to cancel his *** and obtain a pro-rata refund of the unused portion of its purchase price, due to an unfortunate and unforeseen financial hardship.  *************** advised that he would probably be disinclined to consider alternate payment options which could help maintain the **** but when the **** representative attempted to review the cancellation request and gather the necessary information to process it technical issues prevented access to ***************** account, so the agent asked for his patience and permission to call him right back.  Another agent did call **************** back just over an hour later and left him a voice mail message requesting his return contact in order that the cancellation process and required documentation could be reviewed and submitted.  Nevertheless, at that time and as a simple courtesy, customer service gesture, and pursuant to his input, the **** did put a hold on ****************** payment plan schedule so that additional monthly installments would not accrue in the interim, while it awaited the documentation necessary to fulfill his request.
  
  Alas, and although three additional attempts to reach **************** have been made one each on October 21 & October 27, 2021, then again following receipt of your email notification, on December 9, ******************************************************************* certainly, any further payment from ****************.  Accordingly, the *** is currently inactive.
  
  Kindly note that the ***s cancellation and refund provisions are stipulated in relevant part, as follows:
  
  M.CANCELLATION
  YOU MAY CANCEL this *** BY NOTIFYING THE selling dealer or the ADMINISTRATOR IN WRITING AND BY SUBMITTING THE FOLLOWING DOCUMENTS AND INFORMATION:
  1. This ***.
  2. A Federal Odometer Statement or notarized affidavit verifying mileage at the time of request.
  3. If repossessed: supply copy of repossession papers.
  4. If totaled: supply copy of insurance companys verification of loss.
  5. If lien has been paid: supply discharge of lien from lienholder.
  
  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.
  
  Therefore, while we understand that **************** made his verbal cancellation/refund request by telephone on October 13, 2021, we have not on that date or at any time since received the written request or supporting documentation specified in section M of the ***,upon which a proper and accurate cancellation refund may be computed and issued.   
  Indeed, since the ***s pro rata refund is based upon the unused portion of its term as expressed by the lesser of time or miles remaining on the cancellation date; depending on the usage (i.e., the miles driven) to which ****************** vehicle has been subject since the *** start, indications are that any potential refund due may be negligible or could even be zero, in any case.
  
  Notwithstanding that possibility or likelihood, if **************** wishes and is able to submit the written, verifiable,and/or notarized documentation dated October 13, 2021, and as outlined in section M of the ***, we would be more than happy to receive it and compute any refund which may be due.  He may do so through the good auspices of the Better Business Bureau, or by calling our *************************** at *************, where he may obtain a more convenient fax or email address for that purpose.  Regrettably,however, if the required documentation is not forthcoming, even a potentially negligible cancellation refund cannot be processed.
  
  Under these circumstances, we believe the Administrator has acted properly and in full compliance with the ***.  We look forward to the opportunity to serve **************** in the future, and we are certainly grateful for the privilege to have been his *** Administrator. Should you or **************** have further questions or concerns related to this matter, you are welcome to submit them via the Bureaus online complaint system, and we will do our best to expedite their review.
  
  Sincerely,
  
  Claims Department
  Automobile Protection Corporation - APCO

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had Easy Care Warranty previously & it was to expire Jan. 2022. ***** at Easy Care told me to renew Nov. 5, 2021 and send my mileage by picture text to get cheaper rate so it was under ****** miles. *** he told me it would be higher price in January if I waited. Nov. 5th-Easy Care Rep named ***** told me to make a payment and they would send the warranty papers. No papers were sent.Nov. 7th-***** was texted on his personal phone to not process payment until I talked to ****** and I would get back to him Nov. 8th-I called ***** & told him I don't want this warranty & cancel it. ****** called him & he told her payment wasn't processed & would not be. He said it would be quicker to stop the payment through the bank. (The one he said wasn't processed)Nov. 8th-The amount of $2886 was taken out of my bank account. I contacted ***** and he told me it would be quicker to contact my bank. I requested Easy Care to cancel & refund my money. Nov. 9th-I went to bank because ***** told me I would get my money quicker than what he could do. I filed an ACH revoke request.Nov. 22- Talked to Bank, Nothing posted Nov. 29th- NO contract or refund- bank said Easy Care denied refund Nov. 29th-My niece made several phone calls with my permission & told my warranty was cancelled by ****** and that ******** would call us back, Made another call to ***** to request a refund, proof of policy & cancellation. Nothing given to Rose. Talked to ******* & he said he would email the proof of papers & give refund & I have yet to receive anything. Nov. 29th-Contacted the **************** at the bank to let them know this company is not following through with refund Nov. 30th- No email from ******* & no proof of policy either. I want this resolved by full refund $2886 & I do not want an extended car policy. I feel I have been taken advantage of by this company & I notified them within a reasonable amount of time & gave them ample time to rectify this. I am elderly & live on fixed income.

  

  Business response

  12/13/2021

  December 13, 2021
  
  ******* Barrett           
  BBB of Metro Atlanta, ****** & NE *******
  Posted to BBB Online Complaint System
  
  BBB Complaint ID #: ********
  
  Dear ******************,
  
  In accordance with your request,we ask that you accept this letter containing important information regarding the complaint submitted by ***************************, and the Better Business Bureau (BBB) Complaint ID # contract referenced above.
  
  Upon receipt of your December 6,2021 email notifying us of Ms. ********** complaint, we contacted the EasyCare ******************** (****) with requests for clarification and a status update concerning Ms. ********** vehicle service contract (***) purchase,the refund she has requested.  Although we are obviously unable to speak for Ms. ********** own financial institution,the progression of events which we have been able to piece together indicates the following:
  
  1. On Friday November 5, 2021, and following discussions with **** personnel, ********************** approved her *** purchase via the Automated Clearing House (***) electronic payment method.
  2. This *** payment was processed that same day at the close of business, on November 5, 2021.
  3. As reflected in the images contained with Ms. ********** complaint, an **** representative also confirmed on the evening of Friday November 5, 2021, that a complete copy of the *** ********************** had purchased would shortly be mailed to her address.
  4. As also reflected in Ms. ********** complaint, a text message was later sent to the **** representative, on Sunday November 7, 2021, indicating that ********************** may be re-considering her *** purchase.
  5. Unfortunately, since the *** purchase process had already been initiated, the **** was unable to accomplish an immediate reversal even if such a thing were possible to attempt on a Sunday due to the *** policy and parameters which include a 60-day hold on such reversals.
  6. Due to that 60-day *** hold period, when ********************** contacted the **** on Monday November 8, 2021 to confirm that she did indeed wish to cancel her *** purchase, the representative suggested that a potentially more expeditious way to obtain the refund may be for her to dispute the *** charge with her own financial institution.
  7. Since a physical copy of Ms. ********** *** had not yet been prepared, her request to reverse the *** purchase process also caused the printing and mailing of the *** to be cancelled, of course.
  8. We infer from Ms. ********** complaint that her financial institution may have indicated to her that the **** had denied or disputed the *** refund.  However, neither the **** nor the Administrator have any indication that this is correct the cancellation/refund ********************** requested was immediately entered; with the refunds issuance pending only the expiration of the *** hold period.
  
  In any event, the **** was also happy to report that on the day after ********************** submitted her complaint to the BBB, December 2, 2021, a representative was able to reach ********************** by telephone, whereupon she was provided a comprehensive explanation of these events, and a clarification/correction of the false appearance that the **** had attempted to obstruct her financial institutions processing of the refund.  Under these circumstances, we believe the substance of Ms. ********** complaint has been resolved; and our understanding is that a full refund of the November 5, 2021 *** purchase price should be completed on or about January 5, 2022. 
  
  Please allow us to close by stating that we are very grateful for the privilege to have been Ms. ********** *** Administrator; despite the fact that we very much regret any frustration or inconvenience she may have experienced during the *** refund process.  In the event ********************** has any additional related questions or concerns, we invite her to contact the **** by telephone at: **************.
  
  Sincerely,
  
  Claims Department
  Automobile Protection Corporation - APCO

  Customer response

  01/09/2022

   
  Complaint: 16326246
  
  I am rejecting this response because: I have not received a refund and it's over the 60 days "hold" they referred to in their statement for me to receive it.
  
  Sincerely,
  
  ***************************

  

  Business response

  02/03/2022

  February 3, 2022
  
  ******* Barrett           
  BBB of Metro Atlanta, ****** & NE *******
  Posted to BBB Online Complaint System
  
  BBB Complaint ID #: ********
  
  Dear ******************,
  
  Thank you for your email dated January 31, 2022, notifying us of the additional comments you have received from ***************************.  We have reviewed Ms.********** comments and have taken the liberty of again contacting the EasyCare ******************** (****) for a status update concerning her vehicle service contract refund.
  
  We are informed and pleased to report that the **** sent ********************** a courtesy update via direct email correspondence, on January 21, 2022, explaining that the refund check had been issued on January 18, 2022, and that it was currently in route to her.  Although the refunds issuance was briefly delayed due to the ****s normal weekly check run scheduling and the **************************** holiday (in observance of which the **** office was closed), our understanding is that ********************** should have already received the refund check she has been expecting.
  
  Under these circumstances, we believe Ms. ********** concerns have been resolved, and we thank you for providing the opportunity to assist in accomplishing that resolution.
  
  Sincerely,
  
  Claims Department
  Automobile Protection Corporation - APCO
  

  Customer response

  02/08/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ************ find that this resolution was resolved only after I called them twice after the due date of Jan. 5th explaining that I had not received my refund. I called on Jan. 18th and spoke to ****** and all she could tell me was that the check will be issued. When I finally received my check a week later, i was surprised to see the check issuance date as Jan.18th. I can only figure my check was not issued until I called and questioned where it is.  I would advise anyone to not do business with them. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased extended warranty which says struts are covered on my vehicle. Dealership says strut assembly is what needs replaced. Warranty company says i don't have struts despite what dealership says and won't cover the whole part and they shouldn't technically cover the coil spring portion of the strut assembly cause it isn't a strut to them

  

  Business response

  11/16/2021

  November 16, 2021
  
  *****************************
  Account Experience Specialist
  BBB of Metro Atlanta
  Posted to BBB Online ******************************************************** Contract Number: EST63600DB
  Vehicle Service Contract Holder: *************************
  Selling Dealer: *********************
  BBB Complaint Case #: 27856335
  
  Dear ******************,
  
  In accordance with your request, we ask that you accept this letter containing important information regarding the complaint submitted by *************************, and regarding a recent claim submitted under the terms of **************' vehicle service contract ("***") referenced above.
  
  Please understand that not all of the reimbursement requests initiated by ************ ******* ("FFL") during the above referenced claim have been declined. Instead, authorization for repairs covered per the terms and conditions of **************' *** has been issued in the amount of $510.49. Although every effort was expended in pursuit of the full measure of coverage permitted under the contract's terms and conditions, a portion of the repair authorization requested was ineligible for coverage based on the following:
  
  1) The *** extends coverage for the repair or replacement of all covered parts which sustain a MECHANICAL BREAKDOWN or FAILURE, solely due to defects in material or workmanship of those covered parts - subject, of course to the ***'s terms, conditions, limitations, and exclusions.
  2) In this instance, FFL advised that the symptom of noise and grinding ************** reported to them was caused by cracked/fractured springs (coil springs) at both front shock absorber assemblies of his vehicle.
  3) The *** Administrator issued authorization to replace both coil springs FFL had diagnosed as having suffered a defect in material or workmanship, to the limit of its liability in the above-referenced amount of $510.49, after the ***'s $250.00 per-visit deductible.
  4) No other MECHANICAL BREAKDOWN or FAILURE of a covered part was diagnosed, reported, or demonstrated by FFL.
  5) Accordingly, there was no other eligible prerequisite for coverage to evaluate, adjust, or administer under the ***. The Administrator had fulfilled its responsibilities; and had issued prior authorization for repairs covered pursuant to the ***.
  
  We understand from **************' complaint that he believes the *** should have instead authorized the repair or replacement of components recommended - whether or not they had suffered a defect in material or workmanship, whether or not they were eligible for coverage, and/or based upon the name chosen to describe an assembly of which the one failed component diagnosed by FFL was a serviceable part. However, while the Administrator is certainly sympathetic to and can appreciate preferences and desires such as these; whether their motivation is predicated upon simple "betterment", a wish to pre-emptively recondition a vehicle in the absence of a MECHANICAL BREAKDOWN or FAILURE of a covered part, or for any other reason - the *** may only assist with the repair or replacement of covered parts which actually do suffer a defect in material or workmanship during its active term.
  
  Indeed, the shock absorber and spring assembly depicted in the sketch which accompanied **************' complaint, displays no fewer than 6 serviceable component parts, each of which is available for repair or replacement, and one of which - the shock absorber portion - is not only not failed according to FFL; it's also specifically excluded by the *** in section E (9) (**********, referring to these 6 serviceable component parts of the shock absorber and spring assembly collectively as a "strut", does not alter the fact that the *** authorized the only one of those component parts which was both eligible for coverage and diagnosed by FFL as having suffered the requisite defect in material or workmanship. Of course, ************** is welcome to apply the limit of liability authorized under the terms of the ***, to the betterment recommended by FFL, if he chooses to do so.
  
  We are grateful for the privilege of being **************' *** administrator, even as we regret that reimbursement for the entire amount demanded, could not be applied in this instance. Our records indicate the *** will remain in full force and effect until March 17, 2023, or a total vehicle odometer reading of ****** miles, whichever first occurs; and we look forward to the opportunity to again provide coverage should the circumstance arise during the remainder of that effective term.
  
  If ************** has any additional questions regarding this claim disposition, he may contact our office directly by telephone at **************, and by selecting option #5.
  
  Sincerely,
  Claims Department
  Automobile Protection Corporation - APCO

  Customer response

  11/16/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  According to ******* ************ advisors and mechanics just fixing the spring is not the proper fix for the vehicle. To quote what the service advisor has said to myself as well as easycare. The partial fix can cause more problems down the line due to damage on other components. Easy care states in there plan policy that struts are covered under the warranty and it is advised by **** ASE certified mechanics that the whole strut assembly be replaced due to unknown damage being caused from the spring being busted. It has also been pointed out by a service rep for easy care that i shouldn't take the word of what the first mechanic i take my vehicle to says. I have gathered that upon that statement they are refusing to fix the part the right way cause it is not there way despite what a part is labeled under a dealer/parts store computer. I have spoken with other mechanics and friends who work on vehicles and all of them are in agreeance with the ************ advisors statement that the whole assembly should be covered due to unknown damages being caused to other components of the strut.

  

  Business response

  11/23/2021

  November 23, 2021
  
  *****************************
  Account Experience Specialist
  BBB of Metro Atlanta
  Posted to BBB Online ******************************************************** Contract Number: EST63600DB
  Vehicle Service Contract Holder: *************************
  Selling Dealer: *********************
  BBB Complaint Case #: 27856335
  
  Dear ******************,
  
  Thank you for your email dated November 17, 2021, notifying us of the additional correspondence you have received from *************************. We have reviewed **************' comments but must recognize that he has not presented any new information that would permit a change in the Administrator's previous coverage decision regarding the recent claim.
  
  As explained in our November 16, 2021 reply, the Administrator certainly appreciates **************' preference that his vehicle service contract ("***") authorize the replacement of component(s) which have not suffered a prerequisite MECHANICAL BREAKDOWN or FAILURE, and/or those component parts which are specifically excluded from coverage under the ***** such as the shock absorber portion of the shock absorber and spring assembly requested in this instance. However, no parts other than the ones authorized by the Administrator were diagnosed and reported by **************' chosen repair facility to have suffered such a prerequisite event. Accordingly, the repair of those covered parts was authorized per the *** terms, thereby fulfilling its responsibility and obligation.
  
  Moreover, please understand that "NO PERSON HAS THE AUTHORITY TO CHANGE THIS *** OR TO WAIVE ANY OF ITS PROVISIONS.", and the ADMINISTRATOR is unable to entertain, indulge, or willfully repudiate the ***** any more than it may unilaterally choose to deny a claim submitted in accordance with its terms, involving a diagnosed defect in material or workmanship of a covered part, and/or one which was not subject to an explicitly enumerated *** exclusion. Either act would be without merit and unjust; both would represent the opposite purpose for which the *** or its Administrator exist at all.
  
  Kindly further recognize that **************' opinions related to "...what should be covered due to unknown damages being caused to other components...", that a "...partial fix can cause more problems down the line due to damage to other components", or unsubstantiated allegations that the *** is "...refusing to fix the part the right way...", etc., unfortunately do not represent criteria by which the Administrator may provide prior repair authorization. As previously explained in great detail, and as explicitly outlined within the *** itself - the *** does not promise to assist with the repair of anything and everything that might ever go wrong with **************' vehicle, cover the replacement of components which have not suffered a MECHANICAL BREAKDOWN or FAILURE, authorize the repair of non-covered parts, pre-emptively assist with the replacement of components which may fail - either in the near or distant future, but which have not yet failed - or assist with precautionary recommendations related to unspecified or theorized "unknown damage"; nor does it blindly or unconditionally agree to reimburse every demand made upon it, without regard to an adherence with the *** terms by which it, and **************, are bound. Instead, the *** and its Administrator may only do what it has already done in this case: provide prior authorization for the repair or replacement of covered parts which have suffered a defect in material or workmanship, in accordance with the ***'s stipulated provisions and claim procedures, subject to the same ***'s terms, conditions, limitations, and exclusions.
  
  Although we suspect this is not the underlying message being conveyed in **************' additional comments; in the unlikely event he means to imply by those comments that there is some question as to the completeness or validity of the diagnosis provided by his chosen licensed repair facility, the Administrator would be more than happy to receive a corrected diagnosis from that facility. Then, and as long as no repairs or component replacements have yet been performed, and if that facility confirms that they are able to demonstrate not only the cracked coil springs they reported at each of the front shock absorber and coil spring assemblies of **************' vehicle, but any other additional defect(s) in material or workmanship to other covered parts, we will promptly re-set and resume the entire claim itself, arrange for an independent mechanical inspector to verify those new, different, and corrected findings, in a further attempt to exhaust any chance of additional coverage, and evaluate the evidence of those findings once the inspector provides his report, per section D of the ***. However, if all repairs are completed, if **************' repair facility maintains the diagnosis already delivered, and/or if the replaced components are discarded and not available for independent inspection; the Administrator will be forced to rely on the professional diagnosis already provided by that facility, and the correct claim disposition dictated by that diagnosis which already exists.
  
  Parenthetically, with all due respect and as a practical matter; ************** may be interested to know that even if every one of the individually serviceable component parts which make up the shock absorber and spring assemblies at the front suspension of his vehicle had suffered defects in material or workmanship, were eligible for repair or replacement under the ***, and required the full, "loaded" assemblies to which he refers to effect a proper repair - the Administrator would still be obligated to adjust the claim in accordance with section H of the *** captioned "LIMITS OF LIABILITY", which stipulates in relevant part: "Replacement may be made with parts of like kind and quality, when available."
  
  What that means in this case is that "loaded" shock absorber and spring assemblies of like kind and quality are designed and appear to be readily available for **************' vehicle in the aftermarket - for close to or perhaps even less than the amount authorized under the *** for the coil springs alone. Therefore, even IF the theoretical scenario outlined above were factual, the authorization available under the *** may have even been LESS than it is currently. Nevertheless, this fact and the availability of perfectly suitable alternate components - some of which may even be of superior quality when compared to original equipment, but at a far lower cost; could potentially be utilized by ************** and his repair facility to achieve the betterment preferences he seeks, while applying the same limit of liability already authorized under the terms of the ***. Again, the Administrator is not injecting itself into **************' personal evaluation process, is not presuming to diagnose his vehicle, nor is it either directing his repair choice or offering to supply components of any kind. We are merely offering potential alternates which he may find helpful when making his own decisions regarding his vehicle.
  
  We remain grateful for the privilege of being **************' *** Administrator and remind you that, as always, if ************** has any additional questions regarding this claim disposition, he may contact our office directly by telephone at **************, and by selecting option #5.
  
  Sincerely,
  Claims Department
  Automobile Protection Corporation - APCO

  Customer response

  11/24/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  What EasyCare is saying is they will take your money and not approve of things to be fixed properly. The dealership with ASE certified mechanics state that only fixing the coil spring will cause more problems and damage to other components on my vehicle. All easycare is trying to do is get out of there obligations and push what will be a more costly repair onto me after my warranty expires. **** has stated to easycare as well as myself that the whole strut assembly needs replaced. An Easycare claims specialist has stated to me that I shouldn't take the word of mechanic who has been responsible for fixing numerous vehicles I've owned throughout the years cause it is just one opinion which clearly tells me that because it is not there way then I need to go find someone who agrees with them. If easycare doesn't want to hold up there end of the agreement and fix the recommended part that **** has told me and easy care needs replaced (the whole strut assembly) then they should just say so. Till such time i have an agreement that states under my selected plan struts are covered under the warranty.

  Customer response

  11/24/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Easycare is also asking for a corrected diagnosis from the repair facility even though they've been told the whole strut assembly needs replaced already. So if I go back and have **** write out that the whole strut assembly needs replaced then they will cover it as a strut? If thats the case then they've lied cause as stated by there warranty claims specialist and supervisor, "my truck doesn't have struts cause of reason x,y,z. And the parts they are covering were approved by mistake and should never have been covered cause coil over shocks are not covered by the contract." I am not changing what the part is called like easycare is. **** has it listed as a strut therefore that is a strut.

  

  Business response

  11/30/2021

  November 30, 2021
  
  *****************************
  Account Experience Specialist
  BBB of Metro Atlanta
  Posted to BBB Online ******************************************************** Contract Number: EST63600DB
  Vehicle Service Contract Holder: *************************
  Selling Dealer: *********************
  BBB Complaint Case #: 27856335
  
  Dear ******************,
  
  Thank you for your email dated November 24, 2021, once again notifying us of the additional correspondence you have received from *************************. Although our sincere appreciation for **************' comments continues; the facts, clear diagnosis provided by **************' chosen repair facility, and the plain contractual terms and limits of liability established by the vehicle service contract ("***") under which the Administrator and ************** are bound, likewise remain. Accordingly, you are welcome to review our November 16 and November 23, 2021 substantive replies - both of which directly address **************' concerns - for any supporting detail which may be deemed necessary, and in which we have consistently and compassionately outlined the straightforward truth that compels the claim disposition already delivered.
  
  Obviously, the Administrator has no authority or desire to force ************** to accept our repeated efforts in that regard, nor may it invent new criteria or issue authorizations for that which the *** does not allow. Again, the *** does not promise to unconditionally authorize every demand presented to it, without exception or limitation; and it does not pledge to cover the replacement of components which are not failed, or which are ineligible (such as the shock absorber insert portion of the shock absorber and spring assembly requested in this instance), on the speculative theory that one or more of these serviceable components may also fail at some future date after the *** expires.
  
  Indeed, while anyone can understand and appreciate **************' wish to preemptively recondition and/or restore his vehicle to a new condition, whether that wish or preference consists of a recommendation that an entire "loaded" shock absorber and spring assembly be replaced in order to address the diagnosed coil spring failures, or something more - the extent to which ************** insists that his *** do so in this instance exceeds the limited scope of *** eligibility, and is simply not covered. Instead, what IS eligible and covered under the ***, HAS been covered; what is either ineligible or that which has not suffered a defect in material or workmanship, HAS NOT BEEN AND CANNOT BE covered under the ***.
  
  With that, and since ************** has provided no new or additional information, nor any indication that he or his chosen repair facility believe there is a justification to restart the entire claim by re-evaluating and re-submitting their diagnostic findings under the conditional scenario offered in our November 23, 2021 reply, we may only repeat that the correct and proper repair authorization has already been delivered. Further, and at the risk of appearing somewhat redundant, ************** remains perfectly welcome to apply that accurate and appropriate authorization toward the betterment represented by the additional "loaded" shock absorber and spring assembly replacements (either the versions which have been recommended to him by his repair facility, or far less expensive but quality examples available in the aftermarket), if he so chooses.
  
  According to our records, **************' *** will remain in full force and effect until March 17, 2023, or a total vehicle odometer reading of ****** miles, whichever first occurs. We look forward to providing future assistance should the eligible circumstances and opportunity arise during the remainder of that effective term.
  
  Sincerely,
  Claims Department
  Automobile Protection Corporation - APCO

  Customer response

  11/30/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  So what easycare is saying is that they will only approve the cheapest option despite the fact that when I look up the part online (strut) it shows only a whole loaded strut assembly and does not give an option for just a coil. So if i take it to another shop and they say it needs a whole new loaded strut then they will cover it. The next shop it goes to, since EasyCare doesn't want to accept fords response to it needing the loaded strut replaced, does not fix certain parts they order the whole assembly and install it the way it comes from the manufacturing facility (one solid unit) they will cover the costs for the part, and labor.

  

  Business response

  12/01/2021

  December 1, 2021
  
  *****************************
  Account Experience Specialist
  BBB of Metro Atlanta
  Posted to BBB Online ******************************************************** Contract Number: EST63600DB
  Vehicle Service Contract Holder: *************************
  Selling Dealer: *********************
  BBB Complaint Case #: 27856335
  
  Dear ******************,
  
  Thank you for your email dated December 1, 2021, notifying us of the further comments provided to your office by ************************* late yesterday. Under these circumstances, we respectfully suggest that you direct/re-direct ************** to the explicit detail and relevant facts contained in our three prior responses - dated November 16, 23, and 30, 2021 - each and all of which have already addressed the gentleman's concerns and inquiries with regard to the above referenced matter.
  
  Sincerely,
  Claims Department
  Automobile Protection Corporation - APCO

• Initial Complaint

  10/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  8/14/2019 purchased EASYCARE Gold, $1695 exp.8/14/26 and EASYCARE Select, $535 exp. 8/14/2024 for 2020 Jeep Gladiator Rubicon, purchased at Southern Chrysler Jeep, Norfolk, Va. Southern no longer uses EasyCare and Southern told us to go directly to EasyCare. After complying with information requested by EasyCare submitted twice, 9/23/2021 and 10/8/21 hey now indicate they did not receive it and now want additional documentation and submission of all documents again. I feel they are hoping we end up giving up on filing.

  

  Business response

  11/12/2021

  Business Response /* (1000, 5, 2021/11/02) */ November 2, 2021 ******* ******* Account Experience Specialist BBB of Metro Atlanta Posted to BBB Online Complaint System Re: Vehicle Service Contract Number(s): ********** & ********** Vehicle Service Contract Holder: ***** W. ****** Selling Dealer: Southern Chrysler Jeep BBB Complaint Case #: XXXXXXXX Dear Ms. ******** We are in receipt of your email dated October 28, 2021, notifying us of the complaint your office recently received from ***** ****** regarding a request for cancellation and refund of his vehicle service contract(s) ("VSC"), referenced above. We have reviewed the comments relayed by *** ******, and we ask that you accept this correspondence in response to the concerns he has expressed. Your patience in awaiting our reply has been appreciated. According to our records, on September 22, 2021, our office received a call from Ms. ******, reporting that she and Mr. ****** had sold (traded) their vehicle the previous day; and that since their original selling dealer was no longer affiliated with EasyCare, they were seeking instructions on how to obtain a pro-rata refund of the unused portion of each of their VSCs. Our customer service agent directed Ms. ****** to the EasyCare website where a Cancellation Form may be found, asked Ms. ****** to fill out the form(s), return them with a copy of their "payoff letter" (indicating the original lienholder had been paid in full, thereby permitting a full cancellation refund to be issued directly to Mr. ******), and with copies of all the trade-in paperwork (to document the change of ownership but even more importantly to validate the vehicle's odometer reading on the date of cancellation). Please understand that even though the EasyCare "Select" VSC (**********) term is time based and is not dependent on an odometer reading to calculate the remaining unused portion of its term - and thereby the amount of any pro-rata refund; the "Gold" VSC relies on both/either time or vehicle mileage to determine the proper pro-rata refund. Our representative provided an email address to which the relevant documents may be sent for processing, and Ms. ****** advised that she would gather and forward them as soon as she was able. Over the next several weeks, our Cancellations Department received 4 successive emails from the *******, each containing portions of the required documentation. The last of those occurred on October 27, 2021 - virtually concurrent with Mr. ******'s complaint filing to your office it appears - and we are happy to report that it did contain the remaining document necessary to proceed with Mr. ******'s refund(s). Accordingly, both pro-rata refunds are now being processed, and they will be mailed to Mr. ******'s address during our next scheduled check run. Under these circumstances, we believe Mr. ******'s complaint has been fully resolved; even though we truly regret not only the frustration he's expressed, but certainly any perception the Administrator was or would ever engage in an effort designed to encourage one of our valued contract holders to "give up" on the pursuit of their just refund. We trust that we have helped restore the ******'s confidence, we would very much like to express our gratitude for the privilege of having been their VSC Administrator while each contract was active, and we wish them the very best the future has to offer. Sincerely, Claims Department Automobile Protection Corporation - APCO

• Initial Complaint

  10/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased easy care thru ALM in Duluth GA on a 2017 Chevy and a 2016 Cadillac 7n be known to me went to have Chevy repairs and was told I couldn't use it because I was at 73000 miles I'm at 71656 on cadillac.if I had known this I would not have purchased ...so now I'm paying out money on two vehicles for something I can't even use at all..my payments would be much lower if this wasn't on my contract and when I spoke to a rep she was to happy to say you still have to pay for it even though you can't use the warranty. Their a totally rip and scamming people out if their money

  

  Business response

  11/02/2021

  Business Response /* (1000, 5, 2021/10/20) */ October 20, 2021 ******* ******* Account Experience Specialist BBB of Metro Atlanta Posted to BBB Online Complaint System Vehicle Service Contract Number: ********** Vehicle Service Contract Holder: ******* ***** Selling Dealer: Atlanta Luxury Motors BBB Complaint Case #: XXXXXXXX Dear Ms. ******** 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 ("VSC") referenced above. Please note that we have previously responded to a BBB Customer Review on the matter of Ms. *****' expired VSC which covered her 2017 Chevrolet Silverado 1500; this response will reference her second contract which is Active and covers her 2016 Cadillac SRX. We respectfully ask that she reference the response to her Customer Review for information regarding the expired VSC. As a preliminary matter, please understand that while the coverage of Ms. *****' VSC is quite extensive, it is not a warranty, but rather a simple contract which agrees to "repair, replace or reimburse Ms. ***** for the reasonable cost to repair or replace any of the parts covered, if required due to a mechanical breakdown or failure," as those terms are defined in the contract. This coverage is for a specified period of time and vehicle mileage. In this case, the VSC provides coverage for 4 years or 48,000 miles added onto the odometer reading at the time of purchase (for Ms. *****, an expiration date of December 3, 2023 or a total odometer reading of 99,636 miles) whichever occurs first, and it is also subject to certain limitations and exclusions. As mentioned above, while the VSC on the Chevrolet Silverado is expired due to mileage, the VSC which covers the Cadillac SRX is still active, if the mileage Ms. ***** mentioned in her complaint (71,656 miles) is accurate. As we have previously stated, we sincerely regret any frustration or inconvenience Ms. ***** may have experienced as a result of the expiration of the Chevrolet's VSC while it was still under a payment plan. Nevertheless, the VSC covering the Cadillac does appear to be active at this time. In the interest of customer satisfaction, we would like to pursue an amicable resolution of her concerns. To that end, we would be happy to fulfill what we understand from her complaint is the resolution Ms. ***** seeks: a pro-rata cancellation refund of her VSC purchase price, per Section L of the contract entitled "CANCELLATION." The corresponding refund will be issued to her or her lienholder, if applicable. We would ask that you relay this message to Ms. ***** as part of our substantive response; and we invite a written reply with her decision through the good auspices of the BBB, or directly to our office. Upon notification of Ms. *****' acceptance and her request per the terms of the VSC, we will promptly process a pro-rata refund via her selling dealer and directed to Ms. ***** or her lienholder, as may be applicable and otherwise in accordance with Section L of the VSC. If Ms. ***** pursues this option, the cancelled VSC would be unable to offer future coverage benefits or reimbursements of any kind. We are grateful for the privilege of being Ms. *****' VSC administrator and pleased to have covered $207.17 in authorized repairs during that time. Of course, if Ms. ***** has additional questions or concerns related to this matter, we welcome her call to (XXX) XXX-XXXX, and we will do our very best to address them. Sincerely, Claims Department Automobile Protection Corporation - APCO

• Initial Complaint

  09/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a vehicle from Bommarito Chevy in St. Louis on 8/7/2021. Vehicle included a warranty from MotorTrend Easy Care. Noticed a couple weeks after purchase that the front and rear cameras are all fogged up. Submitted a claim and was denied because it was water vapor under the lens. This is apparently a known issue with Ford cameras meaning they are defective from the factory. Warranty should have covered the cost to replace.

  

  Business response

  10/04/2021

  Business Response /* (1000, 5, 2021/09/23) */ September 23, 2021 ******* ******* Account Experience Specialist BBB of Metro Atlanta Posted to BBB Online Complaint System Vehicle Service Contract Number: ESTE4E4B4D Vehicle Service Contract Holder: ****** ****** Selling Dealer: Bommarito Mazda South BBB Complaint Case #: XXXXXXXX Dear Ms. ******** 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 ("VSC") referenced above. Parenthetically, we do see in our records that Mr. ****** has both a VSC as well as a MotorTrend Limited Warranty ("MTLW") contract that was issued at no cost to him by his selling dealer. This MTLW has similar exclusions for moisture intrusion and pre-authorization for repairs, and the failure as reported by Mr. ****** simply falls outside of the purview and eligibility for either product. Unfortunately, under the terms and conditions of Mr. ******'s VSC, the repair mentioned in the complaint is not eligible for coverage due to the following: 1) The VSC states in Section B "OUR RESPONSIBILITIES" that "WE agree to repair, replace or reimburse YOU for the reasonable cost to repair or replace any of the parts covered, if required due to a MECHANICAL BREAKDOWN or FAILURE." 2) Per the "DEFINITIONS" section of the VSC," a "MECHANICAL BREAKDOWN or FAILURE" is defined as "the inability of any covered part(s) to perform the function(s) for which it was designed due to defects in material or workmanship of that covered part." 3) On or around September 17, 2021, Mr. ****** called our offices to report that the cameras on his vehicle were fogged with moisture. No official claim was started for this failure during this customer service. 4) Section E, Part 1(d) "WHAT IS NOT COVERED" in the VSC states that failures would not be covered when, "Caused by any external cause such as ... water or flood." 5) Section E, Part 9(e) "WHAT IS NOT COVERED" in the VSC also states that "body seals and gaskets" are not covered. 6) Water intrusion is an external cause and does not constitute a defect in materials or workmanship and therefore a claim would be denied if one had been started for this failure. Regrettably, in this case, reimbursement is not possible as the administrator was not permitted to evaluate the circumstances Mr. ****** described in his complaint as no claim was called in by a licensed repair facility and repairs were not performed at such a facility as is required by the terms and conditions of the VSC. Section D, Part 1 "IN CASE OF MECHANICAL BREAKDOWN OR FAILURE" states that, "In the event of MECHANICAL BREAKDOWN or FAILURE YOU may take YOUR VEHICLE to any licensed repair facility...Authorization from the ADMINISTRATOR, verified by issuance of an authorization code must be received before any repairs are performed under this VSC...The licensed repair facility must contact the ADMINISTRATOR on the next business day to determine whether the MECHANICAL BREAKDOWN or FAILURE is covered pursuant to this VSC'S provisions." We do understand Mr. ******'s disappointment because it was likely through no fault of his own that moisture caused the failure of these components. After a cursory bit of research, we see that the complaint of moisture intrusion into the cameras has been reported by many owners of this same vehicle over the course of several model years. The components do not perform as anyone would prefer, but discouragingly, it seems they are performing as they were designed, however poorly. We are grateful for the privilege of being Mr. ******'s VSC administrator, and sincerely regret that coverage would not be applied in this instance. Our records indicate that Mr. ******'s VSC will remain in force until August 7, 2026 or an odometer reading of 144,012 miles, whichever comes first. We look forward to providing future assistance should the circumstances arise during the remainder of its active term. If Mr. ****** has any questions regarding this claim disposition, he may contact our office directly by telephone at (XXX) XXX-XXXX, and by selecting option #5. Sincerely, Claims Department Automobile Protection Corporation - APCO

• Initial Complaint

  09/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2013 Ford Eacape. About a month after purchase, the coolant level dropped. The second time, I took it in to the dealer and was informed that the engine had an internal coolant rack and the engine had to be replaced. Easy Care denied the claim stating without any substantiation the condition was pre-existing. CarFax report shows no issues with cooling and so there is no way they could determine the problem occurred before the warranty contract.

  

  Business response

  09/29/2021

  Business Response /* (1000, 5, 2021/09/17) */ September 17, 2021 Krystal Barrett Account Experience Specialist BBB of Metro Atlanta Posted to BBB Online Complaint System Vehicle Service Contract Number: EGT3721ED7 Vehicle Service Contract Holder: ***** **** Selling Dealer: Sheehy Ford-Springfield BBB Complaint Case #: XXXXXXXX Dear Ms. Barrett, 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 ("VSC") referenced above. Unfortunately, under the terms and conditions of Mr. ****'s VSC, the claim was determined to have been ineligible for coverage due to the following: 1) The foundational prerequisite for coverage under the VSC is a defect in material or workmanship to a covered component specifically identified in PRIMARYCare COVERAGE, items 1-10, and which occurs during the active VSC term. 2) On or about August 27, 2021, Mr. ****'s vehicle was brought to Sheehy Ford - Springfield ("SFS") with a complaint that the vehicle repeatedly needed coolant refills. The technicians at SFS found a coolant intrusion on the #2 cylinder after inserting a borescope to inspect the area. 3) Upon independent mechanical inspection, it was reported that the water pump was replaced before the vehicle was purchased due to a loss of coolant, but the vehicle still seemed to be losing coolant. The inspector pressure tested the engine and confirmed that coolant was leaking into the #2 cylinder. The inspector reported that the damage was consistent with a material failure to the engine causing coolant loss and an overheat condition. 4) The engine damage as demonstrated above existed prior to the VSC's effective date, as shown by the documentation regarding the replacement of the water pump prior to purchase which was meant to correct the leak but did not. The leak was coming from the block failure. 5) Section E (1) (y) of the VSC entitled "WHAT IS NOT COVERED" specifically excludes coverage for a MECHANICAL BREAKDOWN or FAILURE "That occurs prior to this VSC'S effective date or is reported after this VSC'S expiration." Simply put, all available indications and the documented history prior to and since the purchase, including the complaint from Mr. **** on the repair order, point towards a failure that existed prior to the effective date of the VSC. Upon receipt of your email notifying us of Mr. ****'s complaint, the administrator undertook further review of the inspection report and images, and discussions were had with SFS. The administrator has decided to proceed with reimbursement authorization of a portion of the total repair costs, with the remainder of the expense being covered by SFS, as a goodwill gesture in the interest of customer satisfaction. We are grateful for the privilege of being Mr. ****'s VSC administrator and are pleased that goodwill coverage was able to be applied in this instance. Our records indicate that Mr. ****'s VSC will remain in force until January 15, 2024 or an odometer reading of 141,570 miles, whichever comes first. If Mr. **** has any additional questions regarding this claim disposition, he may contact our office directly by telephone at (XXX) XXX-XXXX, and by selecting option #5. 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. ↩