ComplaintsforEverything Breaks

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I agreed to opt into an extended aftermarket car warranty with extended break. My policy is not yet active because I posted my first payment to August 1 when I get paid. I talked to a manager today, who was trying to get me to stay aboard and then I talked to a customer service rep who actually passed. I am on to me. Due to a particular approach to the claims process and how they operate I decided I dont want that policy to be activated. It is not currently activated and it will be activated as of August 1 unless I get somebody from their company to cancel it and not let it activate nor take payment out of my debit on August 1. Now why policy is not even activated yet until August 1 but I just wanna make sure come August 1. They dont try to take out the first payment and that they do actually cancel my payment that even isnt activated right now. The manager told me a girl who is the sales person would call me up on Monday and I dont know why because I talked to the manager and he said he would cancel the account very rapidly to the end of the conversation I have no desire or need to talk to another customer service rep I already Required the cancellation of my non-activated policy and all I want to do is cancel it immediately prior to August 1, when they will take out their money and actually activate the policy account so they should be no need for me to send in any kind of letter during the 30 day period because my account is not even activated yet. So please go ahead and make sure that my powertrain plus account that is not even active yet is canceled as of tomorrow, July 26.

  

  Business response

  08/08/2024

  Thank you for sharing your concerns with us. We apologize for any confusion or frustration you may have experienced during your recent interactions with our team.
  

  We have thoroughly reviewed your account and would like to clarify the situation:
  

  - You initially agreed to a post-dated transaction for August 1, 2024, to activate your policy.
  

  - On July 24, 2024, you contacted our customer service team to request the cancellation of your policy. After this conversation, our original sales agent reached out to you, and at that time, you decided to keep the policy active.
  

  - On July 26, 2024, you contacted us again and expressed your desire to cancel the policy. We immediately honored your request and canceled the post-dated transaction on the same day, ensuring that no payment was processed and the policy was never activated.
  

  We understand that you wanted to ensure your policy was canceled before any charges were made, and we can confirm that this was done promptly as per your request. No transaction was ever processed, and the policy was effectively canceled before it became active.
  

  Given that the cancellation was completed as requested, with no payment taken or policy activation, we kindly request that this complaint be removed from our records. Our team worked diligently to honor your cancellation request, and we hope this clears up any misunderstandings.
  

  If you have any further concerns or questions, please do not hesitate to reach out to us. We are here to assist you.
  

  Thank you for your time and understanding.

  Customer response

  08/08/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am paying for their top of the line vehicle coverage since January 2024. On June 21 2024 my vehicle stopped working call the company and they sent a tow truck out and went to a local mechanic Grace ****** automotive shop in ********************. They found that the oil pump failed causing the cam to seize. They called the warranty company notifying them on June 24th. I contacted the warranty company and asked if everything was good. They asked me for documentation of all oil changes for the last 2 years. I purchased the CARFAX records and emailed it. They said they couldnt see it. Repeated this 5 times to multiple email addresses and was told they would be done reviewing 12-24hrs and they got the email. I called 24 hrs later only to have to do it again. Then called again only to find out that CARFAX isnt good enough and they want paper invoices. Also now that its the 28th they wont be back until Monday. I have had to rent a vehicle the whole time which they dont cover. Now I have to go get faxes from all the companies and then send them. This is only to start the claim process.

  

  Business response

  07/22/2024

  Thank you for reaching out to us regarding your recent experience. We sincerely apologize for any inconvenience this situation has caused you.
  

  We understand your frustration with the delay in processing your claim, and we want to assure you that we are committed to assisting you in resolving this matter. To clarify, our service contract requires maintenance records to ensure your vehicle has been maintained according to the manufacturer's recommendations. This requirement is in place to ensure that our service contract covers mechanical and electrical breakdowns and failures, and not issues arising from customer negligence.
  

  Unfortunately, while CARFAX records are useful, they do not always contain the detailed information necessary for claims processing, such as receipts with specific vehicle details and service dates. As outlined in your contract under Section A, "MAINTENANCE AND RECORDS," we require proper documentation and verifiable receipts from the original purchase date of your vehicle for all maintenance and repairs. These receipts must include:
  

  Proper Vehicle documentation (year, make, model)
  Complete Vehicle Identification Number (VIN)
  Current mileage of the Vehicle
  

  Handwritten receipts are not accepted, and services must be performed at a licensed repair facility that you do not own or operate. Additionally, oil and filter changes must occur every six months or ***** miles, whichever comes first, according to your vehicle manufacturers recommendations.
  

  We understand that obtaining paper invoices from your service providers may be inconvenient, but these documents are necessary to process your claim efficiently.

  Please let us know if there is anything we can do to assist you further during this process.
  

  Thank you for your patience and understanding. We are here to support you and look forward to resolving this as quickly as possible. If you have any further questions or require additional assistance, please feel free to contact us directly.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  05/15/24,,,,Called back 5/16/24. & Cancelled the contract, my money was to have been put back on my mc acct. Card,Instead the month of June the company withdrew from my acct again. Yet everytime I called Everything Breaks. I was told the contract had been cancelled.. they still have not returned my ****** to my acct. I ***** money back Now. I never used their service,they never covered anything for me. Company gets a F .

  

  Business response

  07/02/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience you have experienced.
  

  Upon reviewing your case, we found that we had processed your refund as requested when you spoke with our Director of ************** Additionally, our Director promptly responded to your email with proof of the refund, which I have attached again for your reference.
  

  We understand your frustration and want to ensure that this issue is resolved. If you have not yet received the refund in your account, we recommend checking with your bank or credit card provider to confirm the transaction.
  

  Please feel free to reach out to us directly if you have any further concerns or need additional assistance. We value your feedback and are committed to resolving this matter to your satisfaction.
  

  Thank you for your understanding and patience.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I joined to protect my conversion van. I told their agent that it was a conversion van. I was told No Problem. A bit later in the conversation I asked because this is a conversion van will there be any problem, again I was told No. As we were ending the business I said "you do understand this is a conversion van" again I was told YES, I understand. Now, Everything Breaks refuses to pay my claim because, they say, I didn't tell them it was a conversion van!

  

  Business response

  06/28/2024

  Thank you for reaching out and sharing your experience. We apologize for any confusion and frustration caused by the denial of your claim. We understand the importance of clear communication and would like to clarify the situation.
  

  When you joined our service, you mentioned that your vehicle was a conversion van, and our agent assured you that it would be covered. We want to confirm that your conversion van is indeed covered under your policy. However, the modifications made to the vehicle, which are specific to the conversion, are not covered.
  

  The denial of your recent claim was due to the cause of the failure, not because the van is a conversion van. The inspection revealed that gravel got between the ** lines and caused a hole in both the high and low ** lines. This damage resulted from the vehicle being lowered as part of the conversion modifications. Unfortunately, these modifications are not covered under your policy, leading to the claim denial.
  

  Your vehicle remains eligible for the level of coverage you purchased, and we are committed to ensuring you receive the benefits outlined in your contract. As per the terms and conditions, the modifications causing the failure were the reason for the claim denial.
  

  We apologize for any misunderstanding and appreciate your patience. If you have further questions or need additional assistance, please feel free to contact us.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 11, 2024, I spoke with an administrator named *****. He explained all the services and items to be covered by Everything Breaks car service agreement based in ******, **, cost $98.88 per month. It was a decent price so I agree to sign up. He informed me I would receive shortly the actual service agreement and that I was to review it and make sure I didnt have any issues. I did receive it and reviewed it and found several (over 10) items which I could not agree with, so I called ***** back. I told him I could not agree with this agreement and told him I wanted to cancel the contract as stated in the agreement, you can cancel at any time. Of course, ***** wanted to know each and every item I did not like, so I pointed out a couple of them. He told me these items did not work the way it was written in the agreement. So, we argued for a while. I told him no, just cancel the agreement. I called customer service and the person took my information and said the agreement would be cancelled. But I would need to speak with the support team which would call me back the next day because it was 5 oclock. Well, no one called the next day, nor the following day. I checked my credit card account and did not see a refund as was stated in the agreement if requested in the first 30 days. It also looks like the only way to cancel the agreement is to write a complaint and then CS will really review it and cancel the agreement. By the way on many occasions, it was stated the company is registered with the Better Business Bureau and has an A+ rating (I checked, they are only an A rating). I just want the company to cancel my agreement, send me written notice its cancelled and refund my payment. I would not deal with this company again.

  

  Business response

  06/18/2024

  Thank you for reaching out to us regarding your recent experience with our service agreement. We sincerely apologize for any confusion or inconvenience you have encountered.
  

  Upon reviewing your case, here are the key details:
  

  Initial Agreement: On June 11, 2024, you spoke with our representative who explained the services covered by our Everything Breaks car service agreement. You agreed to sign up based on the information provided.
  

  Review of Agreement: After receiving the service agreement, you reviewed it and found several items that you disagreed with. You contacted our representative to discuss your concerns and expressed your decision to cancel the contract, as per the agreement's cancellation policy.
  

  Cancellation Process: Our records indicate that the agreement was successfully canceled per your request. You have been sent an email confirming the cancellation.
  

  Refund Process: Regarding the refund, please note that refunds typically take 3-5 business days to process. However, the timing for when the refund appears in your account is determined by your financial institution. This information was communicated to you during your interaction with our customer service team.
  

  Past Interaction: It appears that you have previously purchased coverage and subsequently canceled it in a similar manner. We appreciate your feedback and understand your concerns.
  

  Moving forward, we will ensure that our communication and service processes are improved to better meet your expectations and those of all our customers.
  

  If you have any further questions or require additional assistance, please do not hesitate to contact our customer service team directly.
  

  Thank you for bringing this matter to our attention. We value your feedback and apologize for any inconvenience caused.

  Customer response

  06/18/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took out a car warranty for repairs about six months ago and never been able to get the people on the phone whenever I have an issue the phones are always busy. They never answer. The only ones answer is when theyre trying to get your money when you try to get something repaired, Ill talk to someone about repairs. They dont answer the phone I would just like to get a refund and they need to be reported thank you

  

  Business response

  06/18/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration youve experienced.
  

  Upon reviewing your case, we found the following:
  

  Contact Attempts: We do not see any calls into our customer service line from your account. It is possible that you may have been calling our sales number instead. However, this is no excuse, and we apologize for any inconvenience this may have caused.
  

  Account Status: Your account was canceled as of 05/06/2024 due to non-payment.
  

  We understand your frustration with not being able to reach us when you needed assistance. We are committed to improving our customer service and ensuring that our lines are accessible for all inquiries.
  

  Regarding your request for a refund, unfortunately, we are unable to provide a refund for your account. Our policy does not permit refunds after the account has been canceled due to non-payment.
  

  We appreciate your feedback and are taking steps to ensure better communication and service for all our customers. If you have any further questions or need additional assistance, please contact our customer service team directly.
  

  Thank you for your understanding.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been without a car since Saturday (06/08/2024) I couldn't call everything breaks to open up a claim until Monday once they open... my car was taken to ********* to be fixed. It is now 6/12 and my car is ready to be picked up. I called everything breaks to see why they haven't paid their half which is $621. So I can get my car and was told by ****** that the account was hacked a couple weeks ago. Which they never noticed us (the customers) about. And told me I have to be patient and when they get around to my claim number after dealing with they account is when I can get my car back... which can take weeks/months... I asked if there is a way they can give me a rental car to get around in until they can fix the issue and was told no there's nothing they can do... I asked to speak with a supervisor and was told they are too busy to talk to me... this is very unprofessional I have been with them since March 2024 and pay $80 each month. I feel like I have just been scammed for my money and now I'm without a car unless I pay the whole amount. And everything breaks do not do reimbursements.

  

  Business response

  06/18/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration youve experienced.
  

  Upon reviewing your case, we found that the payment was provided directly to the repair facility on 06/14/2024. Here are the key details:
  

  Payment Issue: We apologize for the delay in processing your payment. Your account was indeed impacted by an external issue, and we understand how this has caused significant inconvenience. We have since resolved this issue, and the payment was sent to ********* on 06/14/2024.
  

  Invoice Receipt: We did not receive the invoice from ********* until 06/13/2024, which contributed to the delay in processing your payment.
  

  Communication: We regret that you were not notified about the account issues and for any miscommunication regarding your request for a rental car and speaking with a supervisor. This does not reflect the level of service we strive to provide.
  

  To address your concerns:
  

  Current Status: The payment has been made to *********, and your car should be ready for pickup. Please contact the repair facility to confirm the payment and arrange for pickup.
  

  Rental Car Request: Unfortunately, our policy does not cover rental cars in situations like this. We apologize for any inconvenience this may cause.
  

  Improved Communication: We are taking steps to improve our communication and customer service to prevent such issues in the future.
  

  We value your feedback and are committed to ensuring a better experience moving forward. If you have any further questions or need additional assistance, please contact us directly.
  

  Thank you for your understanding and patience.
  

• Initial Complaint

  06/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased an extended service warranty around May 2023. I contacted the company 4 times between August 2023 and September 2023. Each time I spoke to someone they said they would contact my Mechanic at Capital Auto Car in *******, ** *************). I gave them the hours of operation but they only called after business hours. My mechanic attempted to contact them 6 times and every time they called back and left a message after hours. On May 21,2024 I went to ************************** in *******, ** for a car repair. They attempted to contact them several times and when they were able to contact them, they said they were going to send out an appraiser on Monday, June 3rd. The appraiser never showed up and they were unable to contact them. I lost the copy of my warranty agreement with them.

  

  Business response

  06/18/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration you've experienced.
  

  Upon reviewing your case, we found the following:
  

  Inspection Appointment: The inspector who was scheduled to visit ********** Buick GMC of Lansing on June 3rd is a neutral party not directly associated with us. Unfortunately, it appears that there was a communication failure, and the inspector did not contact the repair shop as expected. This is not in line with our standard practices, and we sincerely apologize for this oversight.
  

  Re-booked Inspection: We re-booked the inspection, and the inspector did attempt to contact the repair facility. However, the repair facility informed us that the vehicle had been removed from their premises, leading to the cancellation of the inspection.
  

  To move forward, we kindly request the following steps:
  

  Return the Vehicle: Please ensure your vehicle is brought back to ********** Buick GMC of ********
  

  Repair Facility Contact: Once the vehicle is at the repair facility, have the repair facility contact us directly to confirm the vehicle's presence.
  

  Once we have confirmation from the repair facility, we will promptly rebook the inspection.
  

  We aim to resolve your concerns efficiently and appreciate your cooperation. If you have any further questions or need assistance, please contact us directly at [Your Contact Information].
  

  Thank you for your understanding.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased the coverage from Everything breaks in December of 2023. Had to place a claim with them because the dealership stated that they seen metal in my oil and advised to change the engine. Called Everything Breaks and the claim adjuster called after a few days and stated that it was denied due to a pre-existing condition which I never put a claim in for ever. Previously in January I replaced my lifters and drove for 4 months without any issue until now. ***** was diagnosed from the ***** dealer and stated something else was wrong with the engine, but the lifters were ok. The truck will start but makes a ticking sound which is caused by another mechanical mechanism in the engine. The claims manager **** was very nasty, sarcastic, and refused to hear me out and said "Denied". Had to go to the dealer again on speaker phone so the service adviser could speak to **** as well and he continued to say the dealership put a "Band aide" on my engine and he was not going to have my vehicle covered under my warranty. **** then asked me why did I get coverage for my vehicle anyway, which was another shocker and the service Rep told me that I have to take the legal route with the company because they will not cover me. When I went to my account to pull my coverage information everything was gone, but I have the original contract and read through it and realized they are suppose to cover it all. Feels like I have been scammed and they are frauds. Taking it to the next level.

  

  Business response

  06/13/2024

  Thank you for reaching out to us with your concerns. We value your feedback and take all complaints seriously. We have thoroughly reviewed your case and would like to provide a detailed explanation of our findings and the reasons for the denial of your claim.
  

  Coverage Purchase Date and Initial Claim:
  

  You purchased coverage from Everything Breaks on 12/4/2023.
  

  On 01/17/2024, the repair facility (**) called to place a claim on your behalf, indicating that the vehicle had been at the repair facility since 11/24/2023. This indicates that the engine issues existed prior to the purchase of your coverage.
  

  Pre-Existing Condition:
  

  Our contract clearly states that we do not cover pre-existing conditions. Since the engine failure occurred before you purchased the coverage, this falls under a pre-existing condition, and therefore, the claim was denied.
  

  Continued Operation on a Failed Component:
  

  On 05/20/2024, the ** placed a new claim for the engine on your behalf. The maintenance records provided from 11/24/2023 recommended the replacement of the engine, which you declined. The ** noted on the invoice that it was not safe to drive.
  

  Our contract stipulates that continued operation on a failed component will result in claim denial. By declining the recommended engine replacement and continuing to operate the vehicle, the component's failure was exacerbated, which violates the terms of the coverage.
  

  Interaction with Our Team:
  

  We apologize if you felt that our claims manager was unprofessional or unhelpful during your interaction. We strive to provide excellent customer service and will address this internally.
  Coverage Information:
  

  Regarding your statement that your coverage information was missing from your account, please rest assured that your original contract remains valid. If you need another copy of your contract, we are happy to provide it.
  

  We understand your frustration and regret any inconvenience this situation may have caused. Our goal is to be transparent about our policies and ensure that all customers are fully informed of their coverage details.
  

  Should you have any further questions or require additional clarification, please do not hesitate to contact us directly.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid $106 monthly 4 6 months on car maintenance insurance took car to ***** Chevrolet Park side Dr. *** engine repair insurance covered only $600 leaving me 3 pay $1600 to get my car back ALL WORK DONE WAS PARTS OF THE ENGINE & SHOULD HAVE BEEN COVERED

  

  Business response

  06/12/2024

  Thank you for bringing your concern to our attention. We understand the frustration that can arise from unexpected costs, and we appreciate the opportunity to clarify the situation regarding your recent claim.
  

  Upon reviewing your case, we found that a claim was filed on May 1, 2024, for the following repairs at ***** Chevrolet on Parkside Drive:
  

  Replacement of the secondary air injection pump
  

  Replacement of the high side service port
  

  Replacement of the transmission cooler lines
  

  Our records indicate that the secondary air injection pump is classified under emissions-related components, which are not included in your coverage plan. Consequently, only the replacement of the high side service port and the transmission cooler lines were covered under your policy, resulting in a payout of $667.79.
  

  Additionally, your policy includes a $100 deductible, which you are responsible for paying directly to the Repair Facility. This means the total amount covered by us was $667.79 after the deductible was applied.
  

  The remaining balance you mentioned pertains to the work done on the secondary air injection pump, which falls outside the scope of your current contract. We recommend discussing the charges and any possible resolutions directly with the Repair Facility, as they determined the cost for the services rendered.
  

  We regret any inconvenience this may have caused and are here to assist with any further questions or concerns you may have regarding your coverage or the claim process.
  

  Thank you for choosing us for your vehicle service needs.

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