ComplaintsforEthos Group

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2015 GMC TERRAIN DENALI has been broke down since March 11th. I had it towed to AAMCO Transmission where it's been sitting since. Waiting on a part that's on back order. One of the mechanics offered to buy the part through one of their vendors, but at a more expensive price. My warranty company for my vehicle (Ethos Group) would not approve the purchase for the part needed for my car, which means I would have to pay the difference. I just had my car towed to GMC Puyallup 5/27, so they can fix my car. They are too running into the same situation where the part is hard to get and want to go through their own vendor and at a more expensive price, and again Ethos will not approve and I would have to pay the difference. Why am I paying for something, they are not honoring? I am paying on a car I have not drove since March 11th. I have a job, kids responsibilities and no car makes traveling hard. I want them to approve so the dealership can order the part so my car can be fixed, 4months is way too long

  Business response

  07/27/2022

  Business Response /* (1000, 5, 2022/06/15) */ As a follow-up to BBB Complaint Case # XXXXXXXX, please know that we have thoroughly reviewed your complaint and your customer records. The following is our response. In review of our records, you purchased a "Vehicle Coverage" vehicle service contract ("Contract") on November 3, 2019. Your complaint indicates that you are requesting the repair of your vehicle's transfer case. On March 15, 2022, Ethos Group authorized the repair to your vehicle's transfer case and was informed that the replacement part was on backorder. Ethos Group extended your rental car benefit to 3 days, pursuant to the terms and conditions of your Contract. On March 25, 2022, you informed Ethos Group that the part was still on backorder, and Ethos Group extended your rental car benefit to the maximum of 5 days, pursuant to the terms and conditions of your Contract. Upon receipt of your complaint, Ethos Group reached out to the dealership regarding the status of the backordered part and the dealership informed Ethos Group that a dealer supplied part has been approved and is expected to arrive in 2-3 business days. Based on the timeline above, Ethos Group acted promptly and in compliance with the terms and conditions of your Contract. The delay has been caused by a backordered part. As noted above, Ethos Group will pay for this repair once completed. Please let us know if we can be of further assistance.

• Initial Complaint

  05/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March, 19, 2022, tires replacement, EG will not cover low tread road hazardous. I want a refund of my money. 1550 + 175 = 1725 1550 for 24 payments done in the 24 months 175 for waiting for 5 hours to service the car.

  Business response

  09/07/2022

  Business Response /* (1000, 5, 2022/06/14) */ As a follow-up to BBB Complaint Case # XXXXXXXX, please know that we have thoroughly reviewed your complaint and your customer records. The following is our response. In review of our records, you purchased a "Select2 Vehicle Coverage" vehicle service contract ("Contract") on April 11, 2020. Your complaint indicates that you are requesting reimbursement for the purchase of two additional tires for your vehicle. In the section captioned "Exclusions - What This Vehicle Service Contract Does Not Cover" it specifically states: "repair or replacement of any Covered Part if a Breakdown has not occurred." A "Breakdown" is defined as: "For Tires and Wheels/Rims only a Breakdown is defined as a total failure of the Covered Part to hold air resulting from ordinary road hazards such as potholes, rocks, wood debris, metal parts, glass, plastic, or composite scraps." Our records indicate that two of your vehicle's tires had experienced a Breakdown and were therefore replaced as a Covered Part pursuant to the terms and conditions of your Contract. Our records also indicate that at the time these two tires were replaced, you elected to have the other two tires replaced as well. In further review of our records, those additional tires were not covered by your Contract, as they had not experienced a Breakdown. As such, coverage for the replacement/reimbursement of these two additional tires was denied as they did not experience a Breakdown and were therefore not a Covered Part pursuant to the terms and conditions of your Contract. Please let us know if we can be of further assistance. Consumer Response /* (3000, 7, 2022/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want my money back for the last 2 years and cancel this lousy service. I have paid including interest as stated in the initial request. A total of 3069.00. Business Response /* (4000, 9, 2022/06/30) */ We received your additional correspondence regarding BBB Complaint Case # XXXXXXXX, and the following is our response. As stated previously, you purchased a "Select2 Vehicle Coverage" vehicle service contract ("Contract") on April 11, 2020. Your complaint indicates that you are requesting cancellation of your Contract. In the section captioned "State Specific Requirements - Texas" it specifically states: "Cancellation. To cancel this Contract, You must notify Us by the following: (i) complete the Cancellation Application Form, and (ii) mail a photocopy of this Contract to: VSC Department 140249-Irving, Texas 75014-0249". Once we have received your completed Cancellation Application Form, we will process your cancellation request pursuant to the terms and conditions of your Contract. Please let us know if we can be of further assistance. Consumer Response /* (3000, 16, 2022/07/17) */ I want to cancel this service and get a refund. Where do I cancel it? Including the service for 2 more cars. Business Response /* (4000, 18, 2022/07/30) */ As stated previously, please refer to the section of your Contract captioned "State Specific Requirements - Texas" which provides guidance on how to cancel your Contract. Specifically it states: "Cancellation. To cancel this Contract, You must notify Us by the following: (i) complete the Cancellation Application Form, and (ii) mail a photocopy of this Contract to: VSC Department 140249-Irving, Texas 75014-0249". Once we have received your completed Cancellation Application Form, we will process your cancellation request pursuant to the terms and conditions of your Contract. Please let us know if we can be of further assistance.

• Initial Complaint

  05/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contacted Ethos Group in regards to a car warranty # XXXX-XXXXXX several times from February of 2021 through June of 2021 and also several months ago. I initially contacted them about oil consumption. ***** **** said the car leaked oil and needed $1,000. in repairs. A $10. oil plug corrected much of it . Further work on 8-12-21 corrected the remainder. The car burns oil at an excessive rate , about a quart every 200 miles. Ethos Group agreed with **** and **** was wrong. Their would be oil over everything if it leaked to that extent. When I drove the car off the lot it needed a transmission and an engine or work. **** refused to run the codes on 4-12-21, that would have helped. If the owner doesn't want to spend money on an engine and transmission, it becomes salvage and that was the condition when I bought it. My contact was Skip ******** XXX XXX-XXXX.

  Business response

  07/11/2022

  Business Response /* (1000, 5, 2022/06/07) */ As a follow-up to BBB Complaint Case # XXXXXXXX, please know that we have thoroughly reviewed your complaint and your customer records. The following is our response. In review of our records, a Limited Warranty was provided to you by the selling dealership when you purchased your vehicle on January 16, 2021 ("Limited Warranty"). The Limited Warranty is between you and the selling dealership, and Ethos Group, Inc. is the Administrator of the Limited Warranty. Your complaint indicates that you had issues with your vehicle's oil consumption, and you are requesting the replacement of your vehicle's engine and transmission. We will address the oil consumption issues pursuant to the terms and conditions of your Limited Warranty. In addition, as the selling dealership is the provider of your Limited Warranty, we have reached out to them to facilitate the repairs to your vehicle. Please let us know if we can be of further assistance. Consumer Response /* (2000, 7, 2022/06/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  03/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased gap insurance through ethos insurance, and when my car was a total loss they refused to pay, saying that my account had been extended pass the contract term. Even if extensions had caused me to be out of the contract terms I was still current and the loan was active, and I didn't receive any notification that I was no longer covered by gap because of this. If they was refusing to pay they should have notified me and provided me documentation stating these terms.

  Business response

  04/14/2022

  Business Response /* (1000, 5, 2022/04/05) */ As a follow-up to BBB Complaint Case # XXXXXXXX, please know that we have thoroughly reviewed your complaint and your customer records. The following is our response. In review of our records, you purchased a "GAP Addendum to Installment Sales Contract" ("GAP Addendum") on January 16, 2015. In the GAP Addendum section captioned "Termination of Addendum" it specifically states: "This Addendum will terminate as of the earliest date that any of the following events occur: 1. The date Your Financing Contract is scheduled to terminate..." Your finance contract states the final payment was due on June 16, 2021. Further, the total loss of your vehicle occurred in August 2021. As such, your GAP Addendum had already expired in June, prior to the total loss of your vehicle in August. Therefore, no coverage was provided under your GAP Addendum as the GAP Addendum expired before the date of total loss of your vehicle, pursuant to the terms and conditions of your GAP Addendum. Please let us know if we can be of further assistance.

• Initial Complaint

  02/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been trying to cancel the Gap insurance that I was sold when I bought my car since 11/24/21. I was told that I had to go through the dealer in order to do that. I left numerous voicemail messages from 11/24/21 to 12/17/21 for the finance manager at the dealership that I wanted to cancel the Gap insurance and these calls were never returned. I then wrote a letter and CC'd the Office of the Insurance commissioner (I made that clear on the letter) to the dealership on 12/17/21 and that at least got a call made to me on 1/4/22.and was told that the cancellation and refund would be done. I called my lien holder on 1/26/22 to see if they got the refund and they did not. I called the dealership and she said she would contact Ethos group and find out if the check had been cashed. I made 3 more calls to the dealership and left messages for the finance manager that were not returned until I finally got ahold of her today 2/9/22 and she blamed her lack of response on Ethos Group and she said they finally got back to her and told her the refund check was NOT cashed and it must have gotten lost in the mail.....lol.... and that they will issue a new one. Meanwhile 3 months later the refund has not been issued and each month that goes by reduces the refund.... I will also be following up with the insurance commissioner

  Business response

  03/17/2022

  Business Response /* (1000, 5, 2022/02/23) */ As a follow-up to BBB Complaint Case # XXXXXXXX, please know that we have thoroughly reviewed your complaint and your customer records. The following is our response. In review of our records, purchased a "GAP Installment Sale Contract/Loan/Lease/Agreement Addendum" ("GAP Waiver") on January 6, 2018. Your complaint indicates that you request a refund for the cancellation of your GAP Waiver. GAP Waiver specifically states: "To cancel the addendum and request a refund/credit, you must contact the dealer/creditor, in writing, at the address shown above." Below is a timeline of events relating to your cancellation request. January 4, 2022 Ms. ********'s Cancellation Request Form was received from the dealership, and a check was issued to her lienholder. February 9, 2022 The dealership requested stop payment on the initial check sent to Ms. ********'s lienholder. February 11, 2022 A reissue check was sent to Ms. ********'s lienholder. As shown from the timeline above, this complaint has since been resolved as your GAP Waiver was cancelled and a refund check was sent to your lienholder pursuant to the terms and conditions of your GAP Waiver. Please let us know if we can be of further assistance.

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/13/2021 **** Extended Warranty Failure to provide service for repair Contract # XXXX-XXXXXX I have taking my 2013 Ford F150 to two different Ford Dealerships, Suntrup Ford in Saint Louis and Auffenberg Ford in O'Fallon, IL., for warranty repair. Not knowing my extended warranty glide lines, which states I must be outside a 50 miles radius away from Auffenberg Ford before another Ford dealership can make repairs under the warranty. Suntrup Ford could not make repairs because they was within the 50 mile radius. Even though Ethos Group had agree to repair my engine noise at Suntrup Ford, But Suntrup could not make the repair due to repair clause, they was within the 50 mile radius. so on 12/13/21, I dropped my 2013 Ford F150 off at Auffenberg Ford in O'Fallon, where I received all negative responses from dealership concerning my truck repair. So quite naturally they diagnosis were not the same as Suntrup Ford, even though the repair work was approved at Suntrup Ford. And not at Auffenberg Ford the repair work could be done. Since I'm at correct Ford dealership that can do the work, I believe EG Assurance Extended Warranty (Ethos Group) is trying to get out of pay for the repair, or trying to wait until my warranty has expired. They can not use they old trick by saying the truck was abused, they are now saying a part needs to fail. And in that case the hole engine will need to be replaced , then they will say abuse. I just want my engine fixed and the knock to go away.

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2021/12/25) */ As a follow-up to BBB Complaint Case # XXXXXXXX, please know that we have thoroughly reviewed your complaint and your customer records. The following is our response. In review of our records, you purchased a "Vehicle Coverage" vehicle service contract on December 10, 2020 ("Contract"). Your complaint indicates that you requested a repair to your vehicle's engine. As stated in the Contract section captioned "Provider's Obligations", it states: "If: (1) A Breakdown of a Covered Part occurs during the Contract Term...then, Provider will provide for the repair or replacement of Covered Parts..." In review of the inspection report for your vehicle, a Breakdown has not occurred, and therefore a repair is not covered pursuant to the terms and conditions of your Contract. Should a Breakdown occur, please contact us to begin the claims process for a repair to your vehicle pursuant to the terms and conditions of your Contract. Please let us know if we can be of further assistance.

• Initial Complaint

  11/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought gap insurance for my car and sold the car earlier this year and I want my gap insurance refunded. They owe me $459.67. They refuse to send a check and will not give me any updates nor information on anything about my check.

  Business response

  01/14/2022

  Business Response /* (1000, 5, 2021/12/13) */ As a follow-up to BBB Complaint Case # XXXXXXXX, please know that we have thoroughly reviewed your complaint and your customer records. The following is our response. In review of our records, you purchased a "GAP Waiver Addendum" ("GAP Waiver") on January 10, 2020. Your complaint indicates that you requested a refund for the cancellation of your "GAP insurance". Please note the GAP Waiver is not insurance. Once we received your signed cancellation form, we processed your GAP Waiver cancellation and a refund check was issued to your lienholder by the dealership on November 9, 2021, pursuant to the terms and conditions of your GAP Waiver. As such, this complaint has since been resolved by cancelling your GAP Waiver and providing the refund check to your lienholder. Please let us know if we can be of further assistance.

• Initial Complaint

  11/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When I got this warranty the dealership Steven Nissan in Harrisonburg Va stated that it covered everything over the wheels. I started having power steering brake pad and alignment issues the minute I left the dealership. My warranty I paid for won't cover anything that's wrong with the car.

  Business response

  01/14/2022

  Business Response /* (1000, 5, 2021/12/08) */ As a follow-up to BBB Complaint Case # XXXXXXXX, please know that we have thoroughly reviewed your complaint and your customer records. The following is our response. In review of our records, you purchased the "Vehicle Coverage" vehicle service contract for the Powertrain Coverage Plan ("Contract") on April, 14, 2021. Your complaint indicates that you request a refund for your Contract. In the Contact section captioned "Cancellation by Customer", it specifically states: "Customer may cancel this Contract by providing a written and signed cancellation request to Provider. A cancellation request form is available at Provider's 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 Customer's refund." In review of our records, we have not received the completed cancellation request form pursuant to the terms and conditions of your Contract. As such, once we receive this form from you, we can move forward with the cancellation process and issuance of a refund. Please let us know if we can be of further assistance.

• Initial Complaint

  08/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car is a taylor ford and they said the bearing is bad and need a motor and I had to pay for the diagnosis and tear down. And ethos said it was low on oil and the dealer didn't say it was low. After already having the oil filter taken off and losing oil from the filter removal. So they said they won't authorize repair.

  Business response

  10/26/2021

  Business Response /* (1000, 5, 2021/09/03) */ As a follow-up to BBB complaint case # XXXXXXXXX, we have thoroughly reviewed your complaint and customer records. The following is our response. In review of our records, you purchased a "Pre-Owned Vehicle Coverage" vehicle service contract ("Contract") on December 31, 2018. As stated in the Contract in the section captioned "Exclusions-What This Vehicle Service Contract Does Not Cover" it specifically states, "a Breakdown caused by improper types or quantities of or contamination or lack of proper fuels, fluids, coolants, refrigerants or lubricants, including a Breakdown caused by a failure to replace seals or gaskets in a timely manner." Our records indicate that during the inspection of your vehicle, it was out of oil. All other fluid levels were low as well. As such, the engine repair was not covered due to the lack of proper fluids. Therefore, based on the terms and conditions of your Contract, the repair to the engine was not covered as there was evidence of a lack of proper fluids. Please let us know if we can be of further assistance. Consumer Response /* (3000, 7, 2021/09/07) */ After reading their response saying my car was out of oil is false. The dealers examination showed very little oil loss and it was a bearing failure, and ethos group inspector stated only 1/2 quart loss of oil. NOT completely out of oil. This is the game they play. By looking at other reviews many people where told the same story and not paid any claim. If they won't pay for the repair. Have them refund the whole warranty purchase price. Business Response /* (4000, 10, 2021/09/17) */ As stated previously, you purchased a "Pre-Owned Vehicle Coverage" vehicle service contract ("Contract") on December 31, 2018. As stated in the Contract in the section captioned "Exclusions-What This Vehicle Service Contract Does Not Cover" it specifically states, "a Breakdown caused by improper or quantities of or contamination or lack of proper fuels, fluids, coolants, refrigerants or lubricants, including a Breakdown caused by a failure to replace seals or gaskets in a timely manner." Our records indicate that all fluid levels of your vehicle were low. As such, the engine repair was not covered due to the lack of proper fluids. Therefore, based on the terms and conditions of your Contract, the repair to the engine was not covered as there was evidence of a lack of proper fluids. Please let us know if we can be of further assistance. Consumer Response /* (4200, 12, 2021/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) my car wasn't out of fluids as the warranty company stated, the dealer never stated the cars failure was due to oil. it was bearing failure. at 1st i was told that it was not even a 1/2 quart low, which they stated which is normal between oil changes, and the warranty company had receipt for 4 oil changes. and if they dont want to pay for the repair, refund the full price of the warranty.

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