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Complaint Details
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Initial Complaint
06/24/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Endurance said I owed it money for a car warranty on a car I no longer own. I called Endurance. I told them to cancel this coverage. To cancel it I had to go to the website. In the meantime I returned Endurances letter with a note to cancel this coverage. The website said I had to file an affidavit to stop the coverage. I downloaded the companys affidavit form. It said the signature had to be notarized. Due to some health issues I have not been able to get to my bank to have form notarized. Never in my life has a company asked for a notarized form to cancel a service. Today, 6/24, I get a letter saying my policy is lapsed. Thats fine by me since I no longer own this car. But the request for an affidavit plus this second letter which contradicts the first makes me think this company is dishonest. I want confirmation that my coverage is cancelled and I want NO MORE ANNOYING LETTERS FROM THIS BUSINESS. Thank you for your help. *****************************
Business response
06/26/2024
Thank you for bringing this to our attention. A manager from Endurance has reached out to the consumer to explain the cancelation process and the pro-rata refunds. Endurance had already canceled the consumer's contract per her request, and her pro-rata refund will be sent out next week. We appreciate the opportunity to address the consumer's concerns.
Warm regards,
Endurance
Customer response
06/26/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
06/21/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
To whom it may concern at Endurance,I called on 5/31/24 about a policy but have since changed my mind and would like to cancel the auto warranty with your 30 day money back guarantee. I have called several times to cancel with no satisfaction. I called again today, 6/21/2024 to cancel. I feel like the sales people keep you on the phone as tactic to go pass the 30 day cancellation. I had the displeasure of talking to ***** who refused to help me cancel this policy. I called back, got **** who also refused to cancel, even badgered me about changing my mind. "Told me I'm only going to change my mind again". I will not. He and ***** talked to me like I owe them more details than are needed to cancel a policy. I feel hounded, belittled and disgusted with the way your company chooses to do business. Kindly cancel this policy effective immediately without any charges to my card. Also, please put my number on the **** I do not appreciate the hard sales pitch and do not want to do business with your company that treated me like I am stupid.Thank you,*******************Business response
06/25/2024
Thank you for bringing this to our attention. Endurance will look into your interactions with the reps mentioned. The consumer's refund was processed and per their request, they were added to the *** list. We appreciate the opportunity to address the consumer's concerns.
Warm regards,
Endurance
Customer response
06/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am happy Endurance has cancelled the policy, refunded my money and put my name on their DNC and will stop sending any and all advertisements. Thank you.
Sincerely,
*******************Initial Complaint
06/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Attempted Fraud: scam letter regarding a vehicle I purchased informing me that an Extended Vehicle Service Plan (EVSP) is no longer valid but I can purchase a new EVSP. I have never entered into any contract or deal with this company or provided my contact information to them. This is a fraudulent operation.Business response
06/24/2024
Please be advised Endurance vehicle service contracts are offered in over ***** automobile dealerships as well as direct-to-consumers via the internet, television commercials and direct mail promotions. The consumer received a mailed advertisement for products sold by Endurance.
We are sorry for the frustration that Endurance's mail piece caused **************, and as a result of the consumer's complaint, our company placed the consumer on our internal "Do Not Mail" database to ensure that they do not receive any future direct mail advertisements from our company. Please allow up to 10 business days to process this request. The consumer may still receive additional mail pieces sent during the processing time.Customer response
06/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
06/21/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Received a letter on June 21 RE: "2024 Price Increase" from the "2024 Vehicle Notification Department." Immediately it was obvious that this was a predatory letter intended to scare consumers into contacting the business, at which point I assume they pitch their Extended Vehicle Service Plans before this supposed price increase. I have never communicated with this company before, nor have I ever provided my mailing address to them, nor have I opted in to any communications with them. Beware their predatory marketing, especially if you are like me and have an older vehicle that requires more frequent communication with insurance and the *** office.Business response
06/21/2024
Please be advised Endurance vehicle service contracts are offered in over ***** automobile dealerships as well as direct-to-consumers via the internet, television commercials and direct mail promotions. The consumer received a mailed advertisement for products sold by Endurance.
We are sorry for the frustration that Endurance's mail piece caused ******************, and as a result of the consumer's complaint, our company placed the consumer on our internal "Do Not Mail" database to ensure that they do not receive any future direct mail advertisements from our company. Please allow up to 10 business days to process this request. The consumer may still receive additional mail pieces sent during the processing time.Customer response
06/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
06/21/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I received a mail notice from Endurance stating that they will be increasing the extended vehicle service plan price effective June 27, 2024. After that date, we will not be able to honor the service contract for your vehicle. The problem with this mail is that I do not have a contract with this company nor should they have been contacting me. Doing research, *** noticed that they have been accused of such fraudulent mailings as far back as 2016. This company should not be allowed to send false documents to the general public. This is a scam, regardless of what they claim on their company website.Business response
06/21/2024
Please be advised Endurance vehicle service contracts are offered in over ***** automobile dealerships as well as direct-to-consumers via the internet, television commercials and direct mail promotions. The consumer received a mailed advertisement for products sold by Endurance.
We are sorry for the frustration that Endurance's mail piece caused **************, and as a result of the consumer's complaint, our company placed the consumer on our internal "Do Not Mail" database to ensure that they do not receive any future direct mail advertisements from our company. Please allow up to 10 business days to process this request. The consumer may still receive additional mail pieces sent during the processing time.Customer response
06/21/2024
Complaint: 21882051
I am rejecting this response because: they need to stop sending these mailers to ALL consumers not just those who contact the BBB. There is NOTHING in what they mailed out that indicates it is an advertisement. It is written in a way to mislead the recipient.They need to REWORD their mailings. Removing me from their mailing list is a start, but all consumers should be offered the same protection.
Sincerely,
*********************Business response
06/24/2024
Thank you for your feedback. As mentioned earlier, we have added you to our internal "Do Not Mail" database to ensure you no longer receive direct mail advertisements from our company. Please allow up to 10 business days for this request to be fully processed. During this period, you might still receive some mail pieces sent before the request was processed.Customer response
06/25/2024
Complaint: 21882051
I am rejecting this response because:Endurance has not agreed to reword their mailer nor indicate it is an advertisement to the consumer.
I accept the part of my address being removed from their mailing list(s).
Sincerely,
*********************Initial Complaint
06/19/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I bought a warranty service from Endurance a few months ago. Their salesperson misled me into believing my case would be covered. I asked multiple times for clarification, but when I submitted my claim was denied. I asked for clarity on why my claim was rejected and they explained that it wasn't covered which is the opposite of what the salesperson said. When I asked for a refund from customer ********************** they said they would get back to me but it's been over a week. Look for a full refund of all money paid. Claim #: 2406-1452Business response
06/27/2024
Thank you for bringing this to our attention. A manager from Endurance has since reached out to the consumer and is working towards a resolution. We appreciate the opportunity to address this concern.
Regards,
Customer response
06/27/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************Initial Complaint
06/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
05/01/2024 A oil light indicator came on my dash.05/03/2024 I enrolled with endurance. I paid a down payment of $283 as well as 1st month. Payment for a $179. The contract states there is a 30 day.Wait period as well as a thousand miles added to the vehicle before you could place it in the shop. On June.Third I placed my vehicle in the shop twilight auto repair located at5638 ******************************************************** Upon Diagnostics it was found That I.Needed my oil prompt to be replaced. I Informed the mechanic that I would be paying for the repairs through my It's dental warranty company Endurance. Endurance then scheduled a inspection followed by requesting three forms of proof for oil changes made to the vehicle. I came into some problems with getting the paperwork.It took roughly 2 days to get the correct invoices that they request. My claim was denied today without reason.I provided them with invoice of oil changes, Receipt. date of oil change and Decal stickers confirming oil changed with date and mileage as well as the current dash reading. I purchased the vehicle 10/23/2023. I do not need more than two oil changes since having the vehicle which I provided proof of.Business response
06/14/2024
Thank you for bringing this to our attention. The vehicle service contract the consumer bought came with a 30-day and 1000-mile waiting period. This means any failures that occur prior to the contract purchase or the end of the waiting period are not eligible. As the customer stated, the failure occurred prior to purchasing the contract, and the claim was excluded for being pre-existing. We appreciate the opportunity to address the consumers concerns.
Warm regards,
Endurance
Customer response
06/14/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
06/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchase a policy with endurance warranty for my car. I took my car to the shop because it was having problems. They did a diagnostic and found that the transmission and engine needed to be replaced. Endurance was contacted by the repair facility and a claim was filled it took endurance 10 days to come up with a decision that they only paying $2840.00 towards the cost of the transmission only and they are not covering the cost of the engine. When I purchased the policy they told me that if my car needed repairs it would be covered and now its something different. All they were doing for ten days was looking for a Way for them not to pay for the repairs. My contract even stated I would get a rental once the claim was approved and then they decided they cant honor that either. I want my money back.Business response
06/20/2024
Upon receipt of this complaint, a manager from Endurance contacted the consumer and resolved the matter. We appreciate the opportunity to address the customer's concern.
Best Regards,
Endurance
Customer response
06/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
06/12/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Endurance auto warranty does not do as advertised they will always find an exit not to pay for repairsBusiness response
06/20/2024
The consumer purchased the vehicle service contract on 4/18/24 and reported the mileage as *******. The contract has a 30-day and 1000-mile waiting period, both of which must elapse before breakdowns are eligible. Any failure that first occurs before the end of this period is not eligible for coverage.
On 5/24, the repair facility filed a claim under the contract. The repair facility reported what they believed to be a sound from the camshaft. Endurance then dispatched an independent inspector to confirm the repair facilitys findings.
Upon review, the inspection reported excessive lateral movement on the lifter roller and a flat spot on the roller of cylinder 8. The facility also reported that the vehicle was previously at their facility on the week of 5/13 with a complaint of engine noise. As the failures were long-term and not immediate, sudden failures that would first occur outside of the waiting period, the terms of the contract excluded the repairs under Section VIII,which states that coverage is not provided,
G. For any Pre-Existing Condition, for any Breakdown that occurs, or begins to occur, prior to the expiration of the Waiting Period or reported after the Expiration Date or Mileage
We appreciate the opportunity to address this concern.
Regards,
Initial Complaint
06/11/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I continue to receive deceptive letters from Endurance regarding what "may be a Price Increase to Extended Vehicle Service Plans" and the 2022 ****** ********* I own. I have never done business with Endurance, certainly do not intend to ever do business with Endurance, and I want Endurance to remove my name and address from their lists and cease sending these predatory advertisements to my home. I have already asked to have my information removed and Endurance continues to ignore these requests. This needs to stop.Business response
06/12/2024
Please be advised Endurance vehicle service contracts are offered in over ***** automobile dealerships as well as direct-to-consumers via the internet, television commercials and direct mail promotions. The consumer received a mailed advertisement for products sold by Endurance.
We are sorry for the frustration that Endurance's mail piece caused ************, and as a result of the consumer's complaint, our company placed the consumer on our internal "Do Not Mail" database to ensure that they do not receive any future direct mail advertisements from our company. Please allow up to 10 business days to process this request. The consumer may still receive additional mail pieces sent during the processing time.Customer response
06/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************
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