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Complaint Details
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Initial Complaint
08/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased a warranty from Endurance over 8 months ago, cancelled it after 1 month, and am now getting continuous emails, letters, and other messages about a "lapsed" policy. At this point it is bordering on harassment.
Business response
08/14/2024
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.Please be advised, genuine marketing emails sent by Endurance prominently feature Endurances name and logo, along with an Unsubscribe link at the bottom of the email. Any consumer that does not wish to receive emails from Endurance can stop further emails by clicking the Unsubscribe link.
Customer response
08/14/2024
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. As long as they follow through with placement on the do not mail list.
Sincerely,
*******************************Initial Complaint
08/12/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I am receiving unwanted unsolicited mail from Endurance 2024 Vehicle Notification Department. I do not want or need any vehicle warranty from any kind of vehicle warranty business! I want this to permanently stop immediately! I want all my personal contact information permanently deleted and permanently remove all my information from all mailing lists immediately!Business response
08/13/2024
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
08/13/2024
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,
*************************Initial Complaint
08/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased extended vehicle coverage from Endurance on 12/21/2023. The contract purchase price was $6,050.48 which included a down payment of $195.18 and 30 monthly payments of $195.18. The contract term was 48 months or ****** miles. I made the down payment on 12/21/2023 and 6 monthly payments before requesting to cancel my policy. The last monthly payment was made on 06/21/2024. I submitted the notarized cancelation form to Endurance on 06/26/2024. I was told by Endurance customer ********************** that I had to wait 4-6 weeks before Endurance would know the refund amount I would receive. I contacted Endurance again on 08/07/2024. Endurance stated they still did not have the refund amount to provide despite it being 6 weeks since the cancelation. I do not trust this company to provide an accurate refund in a timely manner as it is already past the timeframe provided just to calculate the refund. Endurance also refuses to explain how the refund amount is calculated. Therefore, I am unable to confirm its accurate. I believe I am entitled to the downpayment of $195.18 plus the difference between the monthly payment amount and the value of the contract per month (since there were only 30 payments but the contract term was 48 months, I was paying more than the contract was worth per month). There was a difference of $73.19 per month between the monthly payment amount and the value of the contract per month. I made 6 monthly payments so the total I overpaid was $439.14. With the down payment, I am anticipating a total refund of approximately $634.32.Business response
08/08/2024
Thank you for bringing this to our attention. A manager from Endurance contacted the consumer and addressed their concern We appreciate the opportunity to resolve this matter.
Best Regards,
EnduranceInitial Complaint
08/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On August 6th, I purchased monthly car warranty for $115.34 per month and I was also charged $29. The $29 was presented to me as tax. I was told that this was fully refundable within the 30 day grace ******* because the warranty does not kick in until the 30 days is up. Upon re-evaluating the warranty and reviewing the contract that was provided the next day, I called and decided to cancel the warranty, but Endurance refunded only the $115.34 and said the $29 was a non-refundable sign up fee. Given it was presented to me as tax, this amount should have been refunded as well. I will dispute this amount with my credit card company but hoping that Endurance will contact me and refund the $29.Business response
08/13/2024
After receiving this complaint, an Endurance Resolution Specialist contacted the consumer and resolved the concern.
Best Regards,
Endurance ResolutionsCustomer response
08/13/2024
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,
*******************************Initial Complaint
08/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I took my car into the shop (***** and Sons) in January to get some sensors fixed and the shop called to let me know I needed a wheel bearing replaced. I told them about having a warranty with Endurance Dealer Services. The shop told me that the warranty does not cover wheel bearings even though it says in my contract they do. Ive spoke with Endurance Dealer services and they confirmed that it is covered by them. I asked Endurance Dealer Services for a reimbursement since I paid full price and they said that the shop replaced the wheel hub instead of the wheel bearing. I told them that those are the same thing and they told me it is not and they would not be able to reimburse me. My dad works on cars and reiterated to Endurance Dealer Services that a hub and bearing are the same thing and they still are refusing a reimbursement. EDS told my dad he is not allowed to speak to them without my consent. I called to give my consent and ended up getting hung up on. If this is not resolved with them and I am satisfied, I would like to cancel my entire policy with them and get fully refunded. Thank you so much.Business response
08/11/2024
Thank you for bringing this to our attention. A manager has reached out to the consumer and has reviewed the claim. The review indicated an error was made while adjudicating the claim. The consumer will be reimbursed for the repair. We appreciate the opportunity to address the consumer's concern.
Warm regards,
Endurance
Customer response
08/12/2024
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
08/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I received a letter from Endurance in May 2024 stating that my policy on my 2018 jeep compass had lapsed and I needed to renew it. I immediately called and (I thought) renewed my policy. And paid $156.62 deposit and subsequently paid two payments of $156.81. Upon checking my records I in fact had never had a policy with them on the jeep compass. The policy I had on the car was with another company. In my haste, I didnt check my records when I received their letter in May. I canceled the policy in July expecting a full refund but was notified that I would only be refunded $195.94. As of yet I still havent received this refund. I tried to call customer ********************** but was not allowed to speak with them. I was transferred to another person who tried to tell me that the policy has been carried over to my new vehicle, a 2021 *************************. I dont know how they knew I bought this car. The person was very verbose in telling me that I needed their coverage and tried to quote me a price. When I told him ****** is covering the extended warranty, he told me that they dont do that and I wasnt very smart in paying them for their coverage and what a bad salesman, etc I had. I was willing to accept their refund but since the way I was treated, I now want the full refund which is what I asked for when I canceled the policy.Business response
08/06/2024
Thank you for bringing this to our attention. A manager from Endurance has since reached out to the consumer and resolved this matter.
Kind Regards,
EnduranceInitial Complaint
08/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
08/05/2024 I took my daughter car in to check her AC due to it not working properly. When I purchased the car in May, I also purchased the Extended Warranty through Endurance. I have the Secure Plus plan which I pay for monthly I have already paid out a little over $500 on this plan to be told a repair is not covered which is an Actuator-Temp DR and Actuator Mode. I called in regarding the claim and the person that answered was rude and to me good read my contract pg 9-10. It says nothing able that part not being covered. The contract states the components that's covered. I have not seen anything that says what components are not covered! Now I'm seeing from the complaints this appears to be a norm of Endurance not covering repairs.Business response
08/07/2024
Thank you for bringing this to our attention. A manager from Endurance has since reached out to the consumer and address their concerns.
Warm Regards,
EnduranceCustomer response
08/12/2024
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
08/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased Endurance Car Warranty on July 22, 2024. After researching the company I became concerned about the reviews I was reading. On August 2, 2024 I called the company, I had to wait a long time. Finally a man came on the phone. I told him I wanted a refund for my $137. I told him I was canceling my membership, for the 30 day refund. He kept talking and talking and accused me of being rude and talking over him. He told me that this is a contract and it cannot be canceled. He hung up. Then I tried to call back and nobody answered my calls. I called the next day and there was a woman who answered, she asked my name and phone #, she hung up. I cannot get a to respond to this.Business response
08/05/2024
Thank you for bringing this to our attention. A manager from Endurance contacted the consumer and canceled the policy, providing a full refund at the consumer's request. We appreciate the opportunity to address this concern.
Warm Regards,
EnduranceCustomer response
08/05/2024
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
08/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased the vehicle warranty in 2020 or 2019 and paid the full amount within a few months. I have been using the service, taking my vehicle in for regular maintained as needed, and recently my transmission went out. This is when I was so happy to have the warranty. Instead it was a terrible experience. The representative had me track down paperwork to prove I had my transmission serviced at a certain mileage. I had relocated after retiring from the military to ***********. I finally found the shop and had them send me the record. I showed the rep and he ended up telling me it didnt matter they arent covering it because the cost outweighs the price of the transmission. Then why have me track down the paperwork? Why did I pay all this money for the warranty for my transmission not to be covered. Im retired and I got this warranty on the promise of peace of mind. The company didnt reimburse my funds and I had to pay for my transmission repair. This was a terrible experience. I was told to STOP CALLING and I was no longer a customer. Id like to be reimbursed for this joke of a warranty.Business response
08/07/2024
Thank you for bringing this to our attention. An Endurance manager contacted the customer and addressed their concerns. We appreciate the opportunity to resolve this matter.
Kind Regards,
Endurance
Initial Complaint
08/02/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
The businesss practices are unethical. I started a contract, and the representative guessed the mileage. When I filed a claim, I was told there was a mileage discrepancy. Then, an account manager claimed that since the contract was invalid, I would be issued a complete refund; however, this was not the case. The account manager I spoke to next was rude and didn't care to resolve the issue. My money was stolen from me by this company. I demand a prompt resolution and full refund, or I will escalate this matter further, including filing a complaint with consumer protection agencies and seeking legal advice.Business response
08/07/2024
Thank you for bringing this to our attention. An Endurance manager contacted the customer and addressed their concerns. We appreciate the opportunity to resolve this matter.
Kind Regards,
Endurance
Customer response
08/09/2024
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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