January 5
Easy Care Gold
Vehicle Services Contracts
Administrative Offices
P.O. Box 88230
Atlanta, Georgia 30356
ATTN: Mr. John Southerland, Customer Service
Dear Mr. Southerland,
On March 13 we, that is, my wife, Kathleen, and I purchased a used 2003 Ford Focus from Huntsville KIA in Huntsville, Alabama. The car VIN was *FAFP*P*W*. With our purchased we were strongly urged by the salesman to purchase an extended warrantee for our car, which we were assured would cover our car in the event of any malfunction not caused by our malfeasance. The TotalCare package we purchased from your company, Easy Care Gold, was contract #EG*3. (Please note the enclosed copies of said contract.) The purchase price for said warrantee was $1295.00.
Imagine our dismay and surprise when we had occasion to utilize the warrantee. The ignition cylinder went bad, causing the computerized key to stick in the ignition and fail to start the car. We contacted Easy Care Gold to find out what to do. They told us we could have the car handled anywhere that would deal with them and that Easy Care Gold would pay for the parts and labor for any covered problem. We asked about the deductible and were told it would not apply.
We chose to take our car to LBJ Automotive in Huntsville, Alabama. They have cared for our cars for a number of years. LBJ has always provided us with honest, reliable work which they guarantee. Their prices are fair and not unreasonable.
The Focus was towed to LBJ by our Cingular Auto plan after LBJ told us they would deal with Easy Care Gold. Thank goodness for Cingular!
Easy Care Gold told LBJ they would cover the work done on the Focus. However, when it came down to brass tacks, the company did a lot of crawdaddingscuttling both sideways and backwards to prevent having to make any payment whatsoever, despite previous assurances.
LBJ had to get a new ignition cylinder. Easy Care Gold refused to pay the full cost of the cylinder, even though they are supposed to guarantee original manufacturer's equipment. LBJ had to call in a locksmith to key the cylinder, since Ford refused to give LBJ the computer code. Easy Care Gold refused to pay the cost of a locksmith. Finally LBJ charged for 2.5 hours of labor plus 0.5 hours of diagnosis. This was according to the Mitchell Book which we understand is the standard for computing labor in automotive repair. Easy Care Gold refused this amount and allotted only 1.7 hours.in fact, Easy Care Gold did their best to keep the amount they would pay under $200.00. They told LBJ that since it did not meet the amount of the deductible we were responsible for the entire bill of $397.13.
LBJ was very apologetic when they told us this. They explained their charges and what Easy Care Gold would allow. We paid our bill.
When we got home we called Easy Care Gold to complain. Basically Easy Care Gold denied any culpability.
Finally we stated that, unfortunately, we had been victimized by a worthless warrantee company and had paid for a worthless piece of paper. We wanted to cancel the warantee and we wanted our entire purchase price refunded. Easy Care Gold stated we had to go to our KIA dealership for the paperwork necessary to cancel our warrantee.
The next day my wife and I went to Huntsville KIA to see Nancy Davis, the very nice woman we talked to at Huntsville KIA and filed the paperwork necessary to refund our money. (My wife was just one week post-surgery, but we were determined to get the paperwork started. Ms. Davis was very nice and told us it would be at least 30-60 days before our money would be refunded, and to check back with her regarding the refund after 30 days.
Ms. Davis stated Huntsville KIA is under new management and they no longer deal with Easy Care Gold. Apparently we are not the only ones who have had problems with the warrantee company.
A subsequent phone call to Easy Care Gold where we spoke to Irvin revealed the company had the paperwork the next day. However, Irvin stated Huntsville KIA and not Easy Care Gold would determine the amount of our refund.
This is not what we were told earlier!
We are appalled that such a company would be a subsidiary of the Automotive Protection Corporation (APCO), a direct subsidiary of Ford Motor Company. We have always had a lot of respect for Ford Motor Company and their products. That is one reason why we are driving a Ford Focus.
Mr. Southerland, please refund our money. We are very unhappy with your company and the claims it has made. Thank-you for your time and co-operation.
Sincerely,
Robert and Kathleen
Enclosures (2) Original Easy Care Gold contract and LBJ repair bill
Kfg
Cc: consumer complaints.com
Huntsville KIA
6619 University Drive
Huntsville, Alabama 35805
LBJ Tire and Auto Repair
433 Memorial Parkway
Huntsville, Alabama 35801
Automotive Protection Corporation (APCO)
6010 Atlantic Blvd
Norcross, Georgia 30071
Ford Motor Company
Customer Relationship Center
P.O. Box 6248
Dearborn, Michigan 48126
Kathleen
Huntsville, Alabama
U.S.A.
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