ComplaintsforEthos Group

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Initial Complaint
04/08/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My husband and I purchased a brand new ***** CX5 last fall and was sold an insurance policy to cover dings and dents for our new vehicle. I was driving down the road when I rock was kicked up by a passing driver and caused damage to my brand new car. When I reached out to NorthPark ***** dealer they said to file the claim with AG ASSURANCE. I sent the claim via email and they said it wasnt covered. They were warned that I would reach out to the BBB!
Business response
04/22/2024

As a follow-up to BBB Complaint ID # ********, please know that we have thoroughly reviewed **************** complaint. The following is our response.

In review of our records, ************** purchased a Select Coverage vehicle service contract (Contract)on February 10, 2023. **************** complaint indicates her request for repair to the dent on her vehicle. In review of our records, there was a dent approximately three inches in diameter on the hood of **************** vehicle. As stated in her Contract in the section captioned Dent Coverage it specifically states: Covered Parts. For Dent Coverage, Covered Parts are the vehicles vertical body panelsThe maximum dent/ding size is 2 inches or less in diameter.The dent on **************** vehicle was not on a vertical panel and exceeded 2 inches. Therefore, the repair to **************** vehicles hood was denied as it was not a covered part pursuant to the terms and conditions of her Contract.

Please let us know if we can be of further assistance.
Customer response
04/22/2024
I am rejecting this response because: The sent n the hood is 2 long and the other damage is just a ding. This is just another insurance that doesnt stand by their policy to cover damage. They misrepresented the coverage.
Business response
04/30/2024
As stated previously, ************** purchased a Select Coverage vehicle service contract (Contract) on February 10, 2023. **************** complaint indicates her request for repair to a dent on the hood of her vehicle. As stated in her Contract in the section captioned Dent Coverage it specifically states: Covered Parts.For Dent Coverage, Covered Parts are the vehicles vertical body panels. The dent was on the hood of **************** vehicle. Her vehicles hood is not a vertical body panel. Therefore, the repair to the dent on the hood of **************** vehicle was denied as it was not a covered part pursuant to the terms and conditions of her Contract.

Please let us know if we can be of further assistance.
Customer response
05/02/2024
I am rejecting this response because:
I want a refund of payment because this was deceptive practice.
Business response
05/30/2024
As stated previously, ************** purchased a Select Coveragevehicle service contract (Contract) on February 10, 2023. **************** complaint indicates her request for a refund. As stated in her Contract in the section captioned Cancellation it specifically states: Request. Customer may cancel this Contract by providing a written and signed cancellation request to Provider.A cancellation request form is available at Providers website: www.egassurance.com. Notice to cancel is considered received once the completed cancellation request form and all required documentation have been delivered to Provider. Provider is the party obligated to provide Customers refund. For questions about the cancellation process, Customer should call ************. Our records do not indicate that ************** has submitted the cancellation form. If ************** would like to cancel her Contract, please have her submit the cancellation form pursuant to the terms and conditions of her Contract, and the cancellation and refund will be processed once received.
Please let us know if we can be of further assistance.
Initial Complaint
04/04/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The Extended Powertrain Warranty was purchased through EG assurance. We filed a claim on the high-pressure fuel pump, claim number KEC96907. They were initially trying to deny the claim before even sending someone out to inspect the 2019 **** F250 saying it was for fuel contamination. They finally sent someone out to inspect it where fuel samples were taken. The first sample the inspector confirmed there was no fuel contamination provided in the jar. He then had the technician cut the filter off with a grinding wheel. At that point they determined there was debris in the fuel. Of course, there was going to be debris in the fuel that came out of a filter that was ground off at that point a metal grinder was just used on the filter. I made several attempts to get the Inspection Report which was denied on several occasions. I made multiple attempts to contact a manager via email and phone calls, never received a response from a manager. On one call they refused to even provide a name for a manager, I made every attempt to escalate the matter and was shut down every time. Additionally, there was a previous claim made for the low-pressure fuel pump that they attempted to say the same thing, fuel contamination. Eventually they sent an inspector out and it was declared NOT to be fuel contamination and the company covered the claim for low-pressure fuel pump. At that time not only was the low-pressure fuel pump replaced the fuel lines and gas tank were replaced as well. Now we are finding ourselves in a similar situation. Looking at previous complaints on the Better Business Bureau this isnt the first circumstance of unethical, unfair, and deceptive business practices. Reading the previous complaints there are multiple instances where there is a breach of contract.
Business response
04/23/2024
As a follow-up to BBB Complaint ID # ********, please know that we have thoroughly reviewed ************** complaint. The following is our response.

In review of our records, ************** purchased a Vehicle Coverage vehicle service contract (Contract) on October 25, 2022. ************** complaint indicates her request for the repair of her vehicles high-pressure fuel pump. In the section of her Contract captioned Limitations and Exclusions it specifically states: Improper Maintenance. No Coverage is provided if Breakdown is caused by improper maintenance during Customers ownership of the Vehicle, including but not limited to: failure to perform the Manufacturers specified maintenance;failure to replace seals and gaskets; restricted oil or coolant passages;restricted filters; failure to maintain the correct type and quantity of non-contaminated fluids, fuels, coolants, refrigerants, or lubricants. Inspection of ************** vehicle indicated that the fuel in her vehicle was contaminated. Therefore,************** claim for repair to her vehicles high-pressure fuel pump was denied as coverage is excluded for breakdowns caused by the failure to maintain non-contaminated fuel pursuant to the terms and conditions of her Contract.

Please let us know if we can be of further assistance.
Customer response
04/30/2024
I am rejecting this response because: There wasnt improper maintenance, that was a default response they resort to as seen on several previous complaints filed. Neither was the fuel contaminated prior to the inspector having the mechanic grind the filter to get a sample from there. The initial vial of diesel obtained from the tank by the 3rd party did not contain contaminated fuel, the fuel contamination they are using to deny coverage came from a sample out of the fuel filter after the grinder was put to it. So therefore, it wasnt negligence on my end to maintain non-contaminated fuel. If you see the attached invoice there was additional maintenance performed which wasnt covered by that claim. We paid for the additional maintenance to prevent any other issues; this is not improper maintenance on my behalf. Pay attention to the date on the attached invoice, it is dated 08/09/2023 which is a matter of a couple months prior to the current claim. This is where the unethical, unfair, and deceptive business practices come into play. The fuel sample they are using to deny coverage was contaminated by the inspector having the mechanic grind the filter off. Additionally,there are several aspects that resulted in my complaint being filed with the Better Business Bureau.

Previous claim for low-pressure fuel pump.
-Denied coverage before inspector was sent out claimed fuel contamination.
-Inspector was finally sent determined there wasnt fuel contamination.
-They accepted coverage under the same contract they are denying this claim on.
-Replaced the low-pressure fuel pump, fuel lines, fuel tank fuel filter and gasket please see attached for the invoice.
Current claim for high-pressure fuel pump.
-Denied coverage before inspector was sent out claimed fuel contamination.
-After several calls finally sent an inspector out.
-No contamination was found in the sample that was pulled from the gas tank.
-Altered the circumstances by grinding off the fuel filter obviously at that point the fuel would have debris in it. The sample they decided to use to deny coverage.
-Refuse to provide the inspection report.
-Refuse to escalate this to a manager.
-Refuse to provide a name of a manager.
-Still to this day there has been no communication.
Customer response
04/30/2024
There wasnt improper maintenance, that was a default response they resort to as seen on several previous complaints filed. Neither was the fuel contaminated prior to the inspector having the mechanic grind the filter to get a sample from there. The initial vial of diesel obtained from the tank by the 3rd party did not contain contaminated fuel, the fuel contamination they are using to deny coverage came from a sample out of the fuel filter after the grinder was put to it. So therefore, it wasnt negligence on my end to maintain non-contaminated fuel. If you see the attached invoice there was additional maintenance performed which wasnt covered by that claim. We paid for the additional maintenance to prevent any other issues; this is not improper maintenance on my behalf. Pay attention to the date on the attached invoice, it is dated 08/09/2023 which is a matter of a couple months prior to the current claim. This is where the unethical, unfair, and deceptive business practices come into play. The fuel sample they are using to deny coverage was contaminated by the inspector having the mechanic grind the filter off. Additionally,there are several aspects that resulted in my complaint being filed with the Better Business Bureau.
Previous claim for low-pressure fuel pump.
Denied coverage before inspector was sent out claimed fuel contamination.
Inspector was finally sent determined there wasnt fuel contamination.
They accepted coverage under the same contract they are denying this claim on.
Replaced the low-pressure fuel pump, fuel lines, fuel tank fuel filter and gasket please see attached for the invoice.
Current claim for high-pressure fuel pump.
Denied coverage before inspector was sent out claimed fuel contamination.
After several calls finally sent an inspector out.
No contamination was found in the sample that was pulled from the gas tank.
Altered the circumstances by grinding off the fuel filter obviously at that point the fuel would have debris in it. The sample they decided to use to deny coverage.
Refuse to provide the inspection report.
Refuse to escalate this to a manager.
Refuse to provide a name of a manager.
Still to this day there has been no communication.
Initial Complaint
03/05/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased my Ethos "warranty" when I purchased my vehicle in 2020. Last month (Feb), I had an issue with a head gasket, which is covered under the warranty. Ethos told me that, in order to approve the claim, they required me to pay the dealership to clean the engine block. Knowing that there was an issue with a covered part of the engine, they forced me to pay upwards of $1000 to "clean" the engine. Only then would they approve the claim...on a "COVERED BY THE WARRANTY" engine part that obviously was defective and needed replacing. As part of this fiasco, I had to rent a car. **** with Ethos Group informed me I would receive a check for $175, 5 days at $35 per day, if I rented the car and paid out of pocket. Not shockingly, they shorted my repayment by one of the days, sending a check for $140. Several of their incompetent employees lied to me without hesitation. Needless to say, I was scammed for over $1000 and Ethos Group is the scam. Avoid them at all cost and do yourself a favor, find another warranty provider. It will save you money and headache in the long run. Ethos Group should be looked into for their devious business practices.
Business response
03/25/2024
As a follow-up to BBB Complaint ID # ********, please know that we have thoroughly reviewed ******************** complaint. The following is our response.

In review of our records, ****************** purchased a New Vehicle Coverage vehicle service contract on January 25, 2020 (Contract). His complaint indicates his payment for the teardown of his vehicles engine and request for reimbursement for his rental car. In the section of his Contract captioned Your Obligations it specifically states: You are responsible for authorizing and paying for any teardown or diagnosis time needed to determine if Your Vehicle has a covered Breakdown. Therefore, any teardown that was needed to determine if there was a covered breakdown that was authorized and paid for by ***************** was his responsibility pursuant to the terms and conditions of his Contract. In addition, in the section of his Contract captioned Our Obligations it specifically states: We will reimburse You for a rental car at the rate of up to $30 for every 8 hours (or portion thereof) of labor time required to complete the repair The limit on this reimbursement is up to $30 per day for up to 5 days per Mechanical Breakdown or series of Breakdowns related in time or cause. Our records indicate the ***************** rented a vehicle for a total of 4 days. However, ****************** is requesting reimbursement for a total of 5 days. Therefore, the rental car reimbursement provided to ****************** for the cost of the rental for 4 days was in accordance with the terms and conditions of his Contract, as that was the actual number of days the vehicle was rented. As such, this complaint has since been resolved as ****************** was responsible for the cost of the teardown of his vehicle to determine if there was a covered Breakdown and the rental car reimbursement for 4 days was provided to ****************** in accordance with the terms and conditions of his Contract.

Please let us know if we can be of further assistance.
Customer response
03/26/2024
I am rejecting this response because:
Business response
04/05/2024
As stated previously, this complaint has since been resolved as ****************** was responsible for the cost of the teardown of his vehicle to determine if there was a covered Breakdown and the rental car reimbursement for 4 days was provided to ****************** in accordance with the terms and conditions of his Contract.
Please let us know if we can be of further assistance.
Initial Complaint
02/26/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We purchased EG assurance when we purchased our new vehicle. When we purchased it we specified with our dealer that the timing belt would be covered. Today we brought our vehicle in and EG assurance is not going to cover it because they said that that is general maintenance. In the contract, it does say that maintenance is required, but the only time the timing belt is specified is under covered items (it does not list exclusions where it is said that it is a covered item). I believe that their claims are fraudulent because they are not willing to cover it when it is specified that they do. While on the phone with them today they said multiple times I know it doesnt say that, but its still not covered.
Business response
03/11/2024
As a follow-up to BBB Complaint ID # ********, please know that we have thoroughly reviewed Ms. ******** complaint. The following is our response.

In review of our records, ****************** purchased a Vehicle Coverage vehicle service contract with the Standard Coverage Plan on January 30, 2023 (Contract). Her complaint indicates her request for coverage for her vehicles timing belt. Our records indicate that the repair was for her vehicles timing belt tensioner. In the section of her Contract captioned Standard Coverage Plan it specifically states: If Customers indicated Coverage Plan is the Standard Coverage Plan, then Covered Parts are only those listed below.Ms. ******** vehicles timing belt tensioner is not listed as a covered part pursuant to the terms and conditions of her Contract. Therefore, her claim was denied as the timing belt tensioner is a non-covered part under the terms and conditions of her Contract.
Please let us know if we can be of further assistance.
Initial Complaint
01/25/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought my car less than a year ago and purchased an extended powertrain warranty through EG. On 12/27/23 I took my car into an automotive repair shop after a transmission fluid leak was noted during an oil change earlier that day. The shop discovered metal shavings in the transmission fluid and hard engagement from reverse to drive. EG Assurance sent out a third party inspector to review the case who claimed there was nothing wrong with the car and simply needed a fluid flush. I requested a second inspector and the sent the same person out. After a test drive where the car failed to get up to speed on the freeway and also experienced dangerously high RPMs, it was still noted that the car was drivable and no other repairs were needed. I asked to receive copies of any and all documentation from the inspections that EG had obtained and was denied access to ANY documentation. As it stands now, EG Assurance is refusing to pay for any repairs. My car is not safe to drive, therefor this company is putting my entire family at risk with their horrendous business practices. We are a military family and unfortunately had to move to ******** in the midst of this. I am stuck half way across the country with no vehicle while my car sits in a shop in ****** - Which will now be out of my pocket.
Customer response
01/25/2024
The business has reached out directly is working to fix the situation
Business response
02/07/2024
In review of our records, coverage was provided for the repair of Ms. ******** vehicles transmission pursuant to the terms and conditions of her Contract. As such, this complaint has been resolved, as coverage for the repair of Ms. ******** vehicles transmission was provided in accordance with the terms and conditions of her Contract.
Please let us know if we can be of further assistance.
Initial Complaint
12/07/2023
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Bought a 2018 **** Mustang 2-2020.Bought the Premier warranty at that time. 72 months or ******miles.Car had ****** miles when purchased. It's on the warranty contract. Called them 11-07-2023.Car had ****** miles. ****** of had ***** miles before the warranty expired. They said it had expired at ****** miles. It was from 0 miles not from date of purchase. It had ****** miles. It's wrote on the warranty contract. They are trying to rip me off. They shouldn't be allowed to get away with it. They are trying to say I purchased a new car warranty from 0 miles. *** why would I pay for ****** miles that was already on the car. That would be stupid. Thank you for any help you can give me.
Business response
12/21/2023
** a follow-up to BBB Complaint ID # ********, please know that we have thoroughly reviewed ************* complaint. The following is our response.

** review of our records, ************ purchased a Vehicle Coverage vehicle service contract (Contract) on February 14, 2020. ************** complaint indicates his request for coverage under his Contract. ** identified on page one of ************** Contract, he purchased the Premier Coverage Plan for a Contract Term of 72 months/****** miles. ** the section of his Contract captioned Premier Coverage Plan, it specifically states: Customers Contract Term expires at the earlier of the months or mileage indicated in the Coverage box on page 1. For this Coverage Plan, Contract Term months are measured from the Contract Purchase Date, and Contract Term mileage is measured from Zero Odometer. Our records indicate that at the time ************ called to inquire about coverage under his Contract,his vehicles odometer had a reading of ****** miles. ** noted above, ************** Contract Term expires at the earlier of 72 months or ****** miles and is measured from a zero odometer with respect to Contract Term mileage. ** such,************** Contract expired at ****** miles. ********** no coverage was provided pursuant to the terms and conditions of ************** Contract as such coverage ended upon the expiration of his Contract.

Please let us know if we can be of further assistance.
Customer response
12/21/2023
I am rejecting this response because: I'm sending you a copy of the contract. It shows the vehicle had ***** miles at time of purchase. Why would it even show the mileage if it was ***** miles from 0.Why would anyone pay for *****miles that have already been put on there by someone else? There was **** miles before the warranty went out I just want what I paid for. You to honor the warranty. I'm not trying to get something that I am not ***********. There is nothing anywhere that says it is from 0 miles. ******* I would have never purchased it. Thank you. Please do the right thing. You know it wasn't from 0 miles. **** a nice day
Customer response
01/03/2024
The warranty said for ***** miles not ***** miles. *** would anyone pay for ***** miles that have already been put on the car by someone else. I thought I responded to your email on 12/22/23 but when I checked I guess I didn't do it right . I definitely want to continue trying to get what I paid for. Nothing more. Nothing less. Thank you
Business response
01/05/2024
** noted previously, ************ purchased the Premier Coverage Plan for a Contract Term of 72 months/****** miles. ** the section of his Contract captioned Premier Coverage Plan, it specifically states: Customers Contract Term expires at the earlier of the months or mileage indicated in the Coverage box on page 1.For this Coverage Plan, Contract Term months are measured from the Contract Purchase Date, and Contract Term mileage is measured from Zero Odometer.Our records indicate that at the time ************ called to inquire about coverage under his Contract, his vehicles odometer had a reading of ****** miles. ** noted above, ************** Contract Term expires at the earlier of 72 months or ****** miles and is measured from a zero odometer with respect to Contract Term mileage. ** such, ************** Contract expired at ****** miles. ********** no coverage was provided pursuant to the terms and conditions of ************** Contract as such coverage ended upon the expiration of his Contract.

Please let us know if we can be of further assistance.
Customer response
01/09/2024
It doesn't say anywhere that it is from zero miles. *** would the mileage at time of purchase be on there. Because it's ***** miles from purchase date. If not it would have been for ***** mile warranty because that is what you are saying. Only an idiot would agree to purchase a warranty that has ***** miles already put on it by someone else.The warranty was still good. You just don't want to pay. And if it is like you say then you are very misleading and that's what you are trying to do. You sure didn't mind taking my money. You are responsible for the warranty and there's nothing you can tell me to believe otherwise. I'm sure a judge would see how stupid what you are saying is. You are definitely in the wrong. Trying to rip me off. And I am not going to let it go. Don't want anything that's not owed to me. But definitely want everything that's owed to me. I can't believe you are still in business. Thank you
Customer response
01/10/2024
I am rejecting this response because: It doesn't say anywhere that it is from zero miles. *** would the mileage at time of purchase be on there. Because it's ***** miles from purchase date. If not it would have been for ***** mile warranty because that is what you are saying. Only an idiot would agree to purchase a warranty that has ***** miles already put on it by someone else.The warranty was still good. You just don't want to pay. And if it is like you say then you are very misleading and that's what you are trying to do. You sure didn't mind taking my money. You are responsible for the warranty and there's nothing you can tell me to believe otherwise. I'm sure a judge would see how stupid what you are saying is. You are definitely in the wrong. Trying to rip me off. And I am not going to let it go. Don't want anything that's not owed to me. But definitely want everything that's owed to me. I can't believe you are still in business. Thank you

Business response
01/19/2024
** noted previously, ************ purchased the Premier Coverage Plan for a Contract Term of 72 months/****** miles. ** page 3 of ************** Contract, in the section captioned Premier Coverage Plan, it specifically states: Customers Contract Term expires at the earlier of the months or mileage indicated in the Coverage box on page 1. For this Coverage Plan, Contract Term months are measured from the Contract Purchase Date, and Contract Term mileage is measured from Zero Odometer. See Exhibit 1. Our records indicate that at the time ************ called to inquire about coverage under his Contract, his vehicles odometer had a reading of ****** miles. ** noted above, ************** Contract Term expires at the earlier of 72 months or ****** miles and is measured from a zero odometer with respect to Contract Term mileage. ** such, ************** Contract expired at ****** miles. ********** no coverage was provided pursuant to the terms and conditions of ************** Contract as such coverage ended upon the expiration of his Contract.

Please let us know if we can be of further assistance.
Customer response
01/20/2024
Then explain to me why would you put the mileage down at time of purchase. Why bother if it's 75,000.No need to know the mileage at purchase. We both know the reason it is put on there and that's because it's ***** miles from time of purchase. There is nowhere on my contact that says from zero miles. ******* that is not what it's supposed to be. I know you owe me and I am getting a little irritated because I know I am right. I don't rip people off and I sure don't plan to be ripped off. You can stand good on the warranty or I will take you to court. I'm 100 percent sure I will win because a judge will tell how stupid it would be to pay for ***** miles that was put on the car by the last owner. And he will also see that nowhere on my contract does it say from zero miles. Businesses like yours is what gives other ones a bad name. I will not back down. And I am going to tell everyone that your company is a scam and a rip off! Look forward to hearing back from you. I'm really ready to get this resolved.
Customer response
01/20/2024
I only got page 1of the contract. The one I signed. If I would have gotten the other five pages with the information on it I would have never purchased the warranty. You are still in the wrong for not giving me the information. And I still think a judge would agree with me I am willing to try. Don't understand why people have to be so greedy and scandalous. It just doesn't make sense.
Customer response
01/22/2024
I am rejecting this response because: Then explain to me why would you put the mileage down at time of purchase. Why bother if it's 75,000.No need to know the mileage at purchase. We both know the reason it is put on there and that's because it's ***** miles from time of purchase. There is nowhere on my contact that says from zero miles. ******* that is not what it's supposed to be. I know you owe me and I am getting a little irritated because I know I am right. I don't rip people off and I sure don't plan to be ripped off. You can stand good on the warranty or I will take you to court. I'm 100 percent sure I will win because a judge will tell how stupid it would be to pay for ***** miles that was put on the car by the last owner. And he will also see that nowhere on my contract does it say from zero miles. Businesses like yours is what gives other ones a bad name. I will not back down. And I am going to tell everyone that your company is a scam and a rip off! Look forward to hearing back from you. I'm really ready to get this resolved.
Initial Complaint
11/09/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a 2018 ****** 4Runner from a dealership that sold me an extended warranty through Ethos Group. I purchased the most extensive warranty believing it to be a sound addition to my used vehicle. After a year there is a problem with the front differential. I return to the same dealership(the same that sold the car and warranty, as well as the sole provider of service). Somehow the drain plug for the differential was loose, and all of the oil drains out. I bought the car, service plan and warranty so that these items would be attended to by both the warranty and service teams, as I dont know anything about these things. The Company(Ethos Group) denied my claim because of the lack of oil in the differential, leaving me to pay almost $3000 out of pocket, and their reasoning is Im supposed to keep up with the oil and fluids throughout. I am uncertain how to check a front(or rear) differential and am under the assumption it is probably not something a normal consumer would have the knowledge to do. I would like this company to stand behind the warranty they have dealerships sell on their behalf.
Business response
12/14/2023
As a follow-up to BBB Complaint ID # ********, please know that we have thoroughly reviewed Mr.********** ********** The following is our response.

In review of our records, ********************** purchased a Vehicle Coverage vehicle service contract (Contract) on October 4, 2022. Mr. ********** complaint indicates his request for the repair to his vehicles front differential. As stated in his Contract section captioned Customer Obligations, it specifically states:Customer must properly maintain the Vehicle as required by the Vehicles owners manual; and as needed due to Customers personal driving habits, road conditions, and climate conditions. Such maintenance includes, but is not limited to: monitoring and maintaining correct types and levels of fluids,*****************, and coolants. In addition, as stated in the Contract section captioned Limitations and Exclusions, it specifically states: No Coverage is provided if a Breakdown is caused by improper maintenance during Customers ownership of the Vehicle, including but not limited to failure to maintain the correct type and quantity of non-contaminated fluids, fuels,coolants, refrigerants, or lubricants. Inspection of Mr. ********** vehicle indicated that the front drain plug was loose, and all fluid had drained out of the front differential, subsequently damaging the internal components of his vehicle. Therefore, based on the terms and conditions of Mr. ********** Contract, repair to his vehicles front differential was not covered as the damage was caused by the failure to maintain the correct type and quantity of fluids or lubricants.

Please let us know if we can be of further assistance.
Customer response
12/14/2023
I am rejecting this response because: This is a closed system, with no sensors or dipstick to check fluids. I had previously taken the vehicle in for service less than a month prior, and have had the vehicle serviced and maintained as frequently as ****** had advised me to. I have been diligent in the maintenance of the vehicle. This is a scam.
Business response
12/21/2023
As stated previously,Mr. ********** Contract requires the following: Customer must properly maintain the Vehicle as required by the Vehicles owners manual; and as needed due to Customers personal driving habits, road conditions, and climate conditions. Such maintenance includes, but is not limited to: monitoring and maintaining correct types and levels of fluids, *****************, and coolants. In addition, as stated in the Contract section captioned Limitations and Exclusions, it specifically states: No Coverage is provided if a Breakdown is caused by improper maintenance during Customers ownership of the Vehicle,including but not limited to failure to maintain the correct type and quantity of non-contaminated fluids, fuels, coolants, refrigerants, or lubricants. Inspection of Mr. ********** vehicle indicated that the front drain plug was loose, and all fluid had drained out of the front differential, subsequently damaging the internal components of his vehicle. Therefore, based on the terms and conditions of Mr. ********** Contract, repair to his vehicles front differential was not covered as the damage was caused by the failure to maintain the correct type and quantity of fluids or lubricants.

Please let us know if we can be of further assistance.
Initial Complaint
11/09/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Warranty coverage says nothing about having to prove that I've done oil changes. I do most of my oil changes myself and have submitted proof of my purchases for oil and oil filters and oil changes. Ethos Group, *** is trying to fight me over my warranty. It covers up to ****** miles which I was under ****** miles at the time my vehicle broke down. Now they won't honor the warranty and are expecting me to cover the $8,000 cost to replace the engine that I have a warranty on with them.
Business response
11/20/2023
As a follow-up to BBB Complaint ID # ********, please know that we have thoroughly reviewed Mr. ******* complaint. The following is our response.

In review of our records, **************** purchased a Vehicle Coverage vehicle service contract on December 3, 2019 (Contract). His complaint indicates his request for a refund. In the section of his Contract captioned Customers Obligations it specifically states: Maintain the Vehicle. Customer must properly maintain the Vehicle as required by the Vehicles owners manual; and as needed due to Customers personal driving habits, road conditions, and climate conditions. Such maintenance includes but is not limited to: monitoring and maintaining correct types and levels of fluids, *****************, and coolants. Customer must retain all maintenance records, showing the date, mileage, and service performed. Upon Providers reasonable request, Customer must provide copies of such maintenance records. If Customer personally performs the maintenance services, then Customer must keep a maintenance log and all associated receipts for parts and fluids. This log must indicate the date, mileage, and description of services performed. In addition, in the section of his Contract captioned Limitations and Exclusions it specifically states: Improper Maintenance. No Coverage is provided if Breakdown is caused by improper maintenance during Customers ownership of the Vehicle, including but not limited to: failure to perform the Manufacturers specified maintenance; failure to replace seals and gaskets; restricted oil or coolant passages; restricted filters; failure to maintain the correct type and quantity of non-contaminated fluids, fuels, coolants, refrigerants, or lubricants.

In review of our records, **************** did not provide verifiable oil change/service receipts to show that the maintenance on his vehicle had been performed within the time and mileage required. Further, upon removal of the oil pan and photos provided by the repair facility there was evidence of heavy damage to the engine and sludge from lack of maintenance. An engine failure caused by lack of maintenance is excluded from coverage pursuant to the terms and conditions of Mr.******* ********* Therefore, Mr. ******* claim was denied as the engine failure was caused by the lack of proper maintenance of the vehicles engine.

Please let us know if we can be of further assistance.
Customer response
11/20/2023
I am rejecting this response because: I have printed out multiple credit card statements proving that I did required oil maintenance and even circled the dates showing that I did oil changes every 4 months. I have received the pictures from ************ from the mechanic and there was no signs of sludge. I've even had ****, the head mechanic tell me that there wasn't any sludge and I'll be getting a written statement from him. I'm also going to the news and hiring a lawyer because I have followed all maintenance protocols. Ethos Group needs to honor their end of the warranty or I will be seeking legal action.
Business response
12/07/2023
In review of our records, coverage was provided for the replacement of Mr. ******* vehicles engine pursuant to the terms and conditions of his Contract. As such, this complaint has been resolved, as coverage for the replacement of Mr. ******* vehicles engine was provided in accordance with the terms and conditions of his Contract.
Please let us know if we can be of further assistance.
Customer response
12/07/2023
I have reviewed the business response and accept this resolution.
Initial Complaint
11/09/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In May 2022 I took my car in to be serviced. When I went to pick it up, they told me that my motor mounts were cracked and leaking at that time my car was under warranty at ****** miles. E.g. assurance has a record of me calling in June regarding the motor mounts they told me I needed to take it back to where I bought it from. I took it back to where I bought it from and they told me they would be back in touch with me. I never received a call back from the service department about my car. However, at that time I was also placed in a long-term hospitalization due to a recent cancer diagnosis. While hospitalized, I allowed my sons to drive my car to help get each other around while I was in the hospital. After a lengthy hospital and physical rehab I was finally discharged and a few months later I was cleared to drive again. So, in May 2023 I took my car in to be serviced and they again mentioned the motor mounts which reminded me that they needed to be fixed. I was then told that my car was out of warranty. The service manager told me however it should be covered because it was under warranty when they were first noticed and documented. I called e.g. insurance I sent them all the paperwork for May 2022. The man I dealt with would never call me back or email me back or keep me up-to-date with the information. The end result is that they said the warranty was in place in May 2022 when the motor mounts were noticed to be cracked and leaking. However, now that the warranty is run out, they will not fix it. I understand there was a large gap of time, but it was out of my control. I was fighting for my life! I shouldnt be penalized because of that.
Business response
12/11/2023
** a follow-up to BBB Complaint ID # ********, please know that we have thoroughly reviewed ************** complaint. The following is our response.

In review of our records, ************** purchased a Vehicle Coverage vehicle service contract on January 15, 2022 (Contract). Her complaint indicates her request for the repair to her vehicles motor mounts. In the section of ************** Contract captioned Premier Coverage Plan it specifically states: Customers Contract Term expires at the earlier of the months or mileage indicated in the Coverage box on page 1. For this Coverage Plan, Contract Term months are measured from the Contract Purchase Date, and Contract Term mileage is measured from Zero Odometer. ************* Contract term was for a period of 72 months/****** miles, whichever occurs first. In review of our records, ************** was made aware of an issue with her vehicles motor mounts in May 2022. At that time, her vehicle had an odometer reading of 55, 248 miles. ************** did not initiate a claim for the repair to her vehicles motor mounts at that time. In October 2023 ************** called to initiate a claim for the repair to her vehicles motor mounts. At the time she initiated the claim, her vehicle had an odometer reading of ******* miles. ** noted above, ************** Contract expired at ****** miles. ************** did not initiate a claim prior to the expiration of her Contract. Therefore, ************** claim was denied as coverage provided pursuant to the terms and conditions of her Contract ended upon the expiration of her Contract.

Please let us know if we can be of further assistance.
Initial Complaint
11/03/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have called Ethos Group (extended car warranty that was provided when purchased my car) on 10/25/2023, stating that I have an engine light stating that the coolant level is very low and looks like I have an active leak. I was instructed to call ****** of ************ (where I bought it from) and get their verbal ok to take it to ******************* (since it is a *** car !!). I did do that and *** dealer fixed 3 coolant lines, I paid for the service out of pocket (as *** stated they do not work with this Insurance directly). I have submitted the Invoice along with the Receipt to Ethos Group, and I got an email from them stating that this is not covered service !! I called Ethos Group today 10/30/2023 to explain the situation but they insist on no coverage .Please note they gave me clear verbal instructions on the phone, furthermore, the contract does say ********** coolant lines are covered. !!!Total Amount needs to be re-imbursed is $1,343.67
Business response
11/27/2023
As a follow-up to BBB Complaint ID # ********, please know that we have thoroughly reviewed **************** complaint. The following is our response.

In review of our records, a Limited Warranty was provided to ************** by the selling dealership when he purchased his vehicle on November 4, 2022. The Limited Warranty is between ************** and the selling dealership, and Ethos Group, Inc. is the Administrator of the Limited Warranty. **************** complaint indicates that he is requesting reimbursement for several coolant hoses he purchased for his vehicle. As stated in his Limited Warranty in the section captioned Limitations and Exclusions it specifically states: All parts not specifically listed as Covered Parts are not covered. These include but are not limited to: brake linings, pads, drums and rotors, oil, grease, coolant, air conditioner refrigerant, filters, belts, hoses, batteries, battery cables, tires, constant velocity joint boots, spark plug wires, distributor cap and rotor, and manual/hydraulic clutch assembly. Coolant hoses are not covered by the terms and conditions of **************** Limited Warranty. Therefore, reimbursement for the coolant hoses ************** purchased was denied as the coolant hoses are not a covered part pursuant to the terms and conditions of his Limited Warranty.

Please let us know if we can be of further assistance.
Customer response
11/27/2023
I am rejecting this response because: As mentioned in my description of the complaint, I called Ethos and talked to a representative describing in details of the problem prior to taking it to the dealer, the representative said "get the verbal ok from ****** of ************ first (since I bought the car from them) and then you can take it to *******************" The representative was implicit in his communication that the damage is covered. (he did not say coolant lines are NOT covered).
Furthermore, the policy indicates "Engine coolant lines " are covered, and that's what has been replaced.
I would like a full re-imbursement for the Invoice without delay.

Thanks

Business response
12/07/2023
As stated previously, in **************** Limited Warranty in the section captioned Limitations and Exclusions it specifically states: All parts not specifically listed as Covered Parts are not covered. These include but are not limited to: brake linings, pads, drums and rotors, oil, grease, coolant, air conditioner refrigerant, filters, belts, hoses, batteries, battery cables, tires, constant velocity joint boots, spark plug wires, distributor cap and rotor, and manual/hydraulic clutch assembly. Coolant hoses are not covered by the terms and conditions of **************** Limited Warranty. In addition, coolant hoses are not the same component as engine oil cooler lines as identified in **************** complaint. Therefore, reimbursement for the coolant hoses ************** purchased was denied as the coolant hoses are not a covered part pursuant to the terms and conditions of his Limited Warranty.

Please let us know if we can be of further assistance.

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