Complaints

This profile includes complaints for Endurance Warranty Services, L.L.C.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Endurance Warranty Services, L.L.C. has 13 locations, listed below.

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• 

  Endurance Warranty Services, L.L.C.

  400 Skokie Blvd Northbrook, IL 60062-2816

• 

  Endurance Automotive Services Department

  6400 Pinecrest Dr Ste 400 Plano, TX 75024-2963

• 

  Endurance Automotive Services Department

  6860 Dallas Pkwy Ste 200 Plano, TX 75024-4242

• 

  Endurance Automotive Services Department

  15455 Dallas Pkwy Ste 600 Addison, TX 75001-6760

• 

  Endurance Automotive Services Department

  6400 Pine Crest Dr Ste 400 Plano, TX 75024-2959

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  H*** I'm furious about this company my car has been in the shop almost 4 weeks second week endurance sent out an inspector to look at the car i called every other day to check on the progress i was told everything was ok they were waiting on an oil sample and that's it to get it approved ok no problem come today endurance tells me they denied my claim because of my tires and rims on my car that was on the car when I purchased the warranty. When you ****** the correct size for my 2019 **** eco boost we have the core size tires on our vehicle so the tires are not over sized the issue is this company didn't deny my claim because of the tires they denied it because they didn't want to pay for the motor. The inspector would have denied the claim instantly after inspection but he didn't it was based on the oil sampler per 6+ employees I spoke with . Then I spoke with a manager he told me he would try to assist with getting the claim looked over again and I get a cancellation email not one time did I request auto cancel the policy until the policy gets fixed and they settled the issue.This company is full of c*** they would of been denied my claim if it was because of tires not order a oil sample. very unprofessional and not honest

  Business Response

  Date: 05/15/2024

  Thank you for bringing this to our attention. A manager from Endurance has since contacted the consumer, and management is reviewing the claim. Endurance appreciates the consumers patience as we complete this process.

  Regards,

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21680426
  
  I am rejecting this response because: The Supervisor ******* contacted me and he assured me he would try to assist with getting the work needed done and all he did was call me to make up new excuses to why our claim was denied which was for tires that were on my car when purchased. He says our car probably had pre existing issues so I asked him why did you guys fix the issue at caliber why wasn't that considered preexisting why didn't you go so deep into that issue which they recommend taking it to them on their websiteI called them asap and told them this company messed our car up more they said take it to **** so we did. he is basically satisfied because it didn't cost as much  as this repair so they are making excuses not to pay for the repairs which is why we purchased the extra insurance for our car to help us fix it when in need not fight the company because something cost more than another expense. when you deny a claim you deny it for every reason and the read was tired not anything to do with preexisting issues which was not true
  
  Sincerely,
  
  *******************

  *********************

  Business Response

  Date: 05/22/2024

  When the consumer purchased the contract, they were asked about any modifications on the vehicle, and none were reported.
  

  On 4/15/24, the repair facility filed a claim under the contract. Endurance then dispatched an independent inspector to confirm the findings reported by the repair facility.
  

  Upon review, the inspection report showed that the vehicle's wheels and tires did not match the vehicle's placard size. The placard specifies a tire and wheel size of 235/50ZR18. The size of the tires and wheels mounted on the vehicle were 245/40ZR20. The contract does not allow for modifications without the appropriate surcharge applied at the time of purchase, and the claims process was halted. The consumer must rewrite the contract with the surcharge added to allow for future coverage.
  

  During the claim, the consumer mentioned having another vehicle service contract from a different company. The Endurance contract is secondary to any other coverage on the vehicle. The contract shows this under the Purchaser Acknowledgement on page 2, which states,
  

  This Contract may run concurrent with and is secondary to any applicable manufacturers or repair facilitys warranty or other vehicle service contract or similar component protection product.
  

  We appreciate the opportunity to address this concern.
  

  Regards,

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21680426
  
  I am rejecting this response because:
  Hello I contacted endurance insured them that we were not asked about any modification they disagreed I asked them to please pull the recording from the sale they told me give them 72hrs no response at all still no response even if they had asked there was no modification done to our vehicle because we purchased it with the tires on it so technically we didn't modify anything the car came as is and per ************ the tire size we have on the car is not considered a modification which i sent over to endurance for proof that's when we received a call from ******** supervisor who stated he has a meeting and will explain things and we can pay $500 from the start of the contract to get pass the the tire issue and they would proceed with helping us . ******** called after the meeting with another excuse that our car had existing condition issues which was not true when we purchased this warranty our car had no engine light no issues whatsoever so with that being said there was no preexisting issues when we started this warranty and they don't have any proof that there was we haven't had this car that long and we purchased this warranty hoping to never have to use it but unfortunately that didn't happen and it was beyond our control. ******** stated that basically we haven't paid into the warranty enough for them to cover anything that costly and it's not fair for him to make that statement at all we did what we were supposed to rather it was a month or a year of the breakdown we followed all rules and even took our car to the company the recommended first and they made it worse and i informed them as soon as we picked the car up that the car was in worse condition and we will be taking it to a **** dealership they agreed. my car has been there a month endurance hasn't helped with rental or diagnostic fee nothing at all just highway robbery and it's not fair. yes we have 2 insurance companies and that's because you both pay for different things we pay like anyone else you both claim you are are secondary but we purchased you first and it's only fair that you help us in some way our rental cost for 30 days was $60 a day on top of the diagnostic fee $300 and the fees to cover fixing the car unsure what they quoted you need to pay something we have been honest and fair right is right no matter what the quote is. I would appreciate it if you do what's right we are poor not rich and you just don't take advantage of your paying customers. recap we purchased your ********************** first, You denied for tire modification the car was purchased that way and **** does not consider it a modification and you approved that, you then claimed preexisting conditions not true where is your proof? the car had no light on the dash at all no issues we drove it over ***** miles , and you didn't say that was the reason for denying it at first just tires so any excuse not to fix the issue.

  contract 
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled this warranty and put it in writing 03/18/2024 I gave them everything they needed they told me it can take up to 6 weeks to process the refund. I kept asking how much am I due back they cant tell me. Its actually been longer than 6 weeks now it still hasn't been processed and im getting the runaround. Contract number evpu6313795

  Business Response

  Date: 05/14/2024

  The consumer is eligible for a pro-rata refund when cancelation occurs after the 30th day of the contract term. This week, Endurance issued a check for $45.91 to the consumers address. We appreciate the opportunity to address this concern. 
  

  Best Regards,

• Initial Complaint

  Date:05/07/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband has dementia and signed up for this extended warranty but he believed it would be a charge of $161 flat not monthly. I received 2 charges on my discover card and when I called Endurance they made it difficult to cancel the policy. I have talked to my bank to stop the recurring payments. I would like this policy cancelled.

  Business Response

  Date: 05/14/2024

  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 
  

  
  

• Initial Complaint

  Date:05/06/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My previous address is receiving mail from Endurance vehicle warranty. *** never engaged with this company or even inquired about their services, so Im not sure how they have my previous mailing address. Its getting to be an annoyance for my parents and a bit concerning how endurance is getting people information.

  Business Response

  Date: 05/07/2024

  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.

  Customer Answer

  Date: 05/07/2024

   
  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

  Date:05/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reference ID ******: Contract no. EADV16169002 Upon retirement from the military, I decided I would get a nice vehicle with dependable insurance to last well into my later years so I would not have to worry about reliable transportation. On Aug 25, 2022, I purchased my 2014 428I *** and chose to insure it with Endurance, the extended warranty that most of my military comrades chose. When completing the registration details, I gave the mileage of ******* to the Endurance rep. *** quoted $129.49 (Bumper to Bumper/Full Coverage) that would automatically be debited from my account each month for full coverage. As she recorded the details, I mentioned that the next oil service is due in ****** miles (*******) ... Fast Forward, prior/ shortly after reaching 116k miles, on Aug 17th, 2023, while traveling the backroads home, at 20:45, the oil pressure level light indicated low pressure. At that time my vehicle immediately went into safety mode and displayed stop carefully and switched off the engine. I pulled over safely on the county line road exit and turned my vehicle off. I called USAA for towing services and other towing companies before finally getting support to carry my vehicle home. A few days later I had the vehicle towed to the *** dealership in ***********. The Service Advisor, Mr. ***************** informed me of the next steps for implementing the extended warranty process and what my options were available to me. The following day, after *** made contact with Endurance, **** called and said that Endurance wanted to do a complete diagnostic breakdown of the engine! Endurance asked for a Carfax report, because a discrepancy in the mileage claim was denied. I went to AutoNation in ******** and was assisted by the Service manager, Chase Fair, for a correction of the mileage. ***** stated it would take about two weeks before the change could be made. I reached back out to Endurance supervisor, Mr. ************ on August 29th to provide him with the information to reinstate the claim. Upon providing Endurance with the correct ************ *** Service Advisor, ****, contacted me to report that the claim was denied! Per our conversation, Endurance was now requesting a service report on the vehicle, so I went back to Auto Nation for the Service Report document. I emailed it to ***** *******, another Endurance Rep. *** to my vehicle being used and my name not being on the service sheet that came from AutoNation, my claim was once again denied!!! Since owning my vehicle, it has never displayed or indicated on the dashboard any service needs. I am avid about maintaining my vehicle services. Since all of this disappointment from what I thought was a reputable ***************** I have called and emailed Endurance several times trying to get a resolution, but everything is without success. I have provided Endurance with all the information that has been requested and my claim is still being denied. It's almost as if they want me to endure the loss of transportation. I continue my payments on time being a devoted patron, yet they have denied everything even after I have met their requirements! To share in detail, the total repair estimate is $ ****** which is due to the engine size and an additional $1066.16 for the breakdown of the engine. In speaking with **** at ***, he said endurance was only authorizing payment for an oil pump. That will not repair the problem. On December 04, 2023, I had not received an email or call concerning my claim. Additionally, the *** Service ******** Mr. ************************** stated if my vehicle remained on their property a storage fee of $ ***** a day would be collected, so my vehicle is currently back at my home. My only constant contact has been with ***, ***************** Service advisor *************) I did not have a valid, continuity contact with Endurance until January 2024. As of this year, the Endurance Senior Resolution Specialist, ********************************* reached out and that made me feel things would be resolved; however, there are signs of looking for a reason to deny a legitimate claim is occurring again. Asking about any modification on the vehicle. We spoke with the dealership to confirm that's a negative. Next call its the BUVwhats that? Let the rep tell it, its a reason for denial. Back at this waiting stage, told again that they would get back with us. Two weeks have passed. What is this Endurance? Stick to the real issue. The issue with my car is not operational due to mechanical failure. The Endurance Policy it is covered. Found on Page 9, Chapter VI ******************* Components In closing, Endurance states that it is committed to customer satisfaction and team member fulfillment, always aiming to uphold the high standard of excellence and trust on which they were founded. Its been from August 2023 until present since my claim was filed. Ive been in contact with Reps from endurance that only appear to discover reasons to deny my claim that they later find isnt valid. Time is of the essence. Its time to resolve the issue, especially since it has been discovered by the dealership that based on their review of the issue, it is covered by Endurance. Unfortunately, Endurance has yet to prove that they are truly committed to customer satisfaction. Im a customer that has paid on time. I am now filing my first claim and you all keep hunting for a reason to deny . I NEED my vehicle. I wont give up because I believe the right person at Endurance will eventually read my postings and approve my claim because the issue is covered by Endurances Policy! If you werent going to uphold your claim of high standards of excellence, why take my money? This my second time bringing BBB on board in dealing with this claim. What is my next plan of action?

  Business Response

  Date: 05/16/2024

  Thank you for bringing this to our attention. Endurance had previously authorized the initial cause of failure, which was the oil pump. During the most recent inspection of the vehicle, it appeared the vehicle may be lowered and Endurance requested the build sheet from the dealer to verify the way the vehicle was built at the factory. The claims process will continue once the build sheet is provided. 

  Regards,

  Endurance 

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21674493
  
  I am rejecting this response because:
  This email is  basically what I have express to endurance about my claim issues.
   I received a message about their  inspector scheduling appointment, checking to see if any modification has been done. Such as the vehicle been lowered. I'm a 57yr old man, why would I do such a thing. I have health already, if anything i will need a lifter in place to assist me in existing the vehicle. This type of sport coup is already low enough. I ask **********;
  What picture do you have beside the one I sent to you? As the claim is prolonged it's been one more jab after each other.
  This Auto Claim has made me feel like being back in the Warzone from Day one. I never dealt with a company that fought so hard to not take care of the customer. Ten months we have been going back and forth from mileage, service sheet, car fax report, Three inspection. Myself coming out of pocket to cover what endurance requested and have not been reimburse.
  I know my case/ story need  to be shared with soldiers and social media. The game of Chess pretty much describes this claim. Every move is calculated. I have been more than patient, 
  Ready for this claim to be resolved and my car be repaired. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/12/2024

  A manager from Endurance has attempted to reach the consumer to address their concerns. At this time, we request that the consumer contact Manager, ***** at ************.

  Regards,

  Endurance 

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/30/2024 I was driving and my air conditioner clutch seized up and caused my serpentine belt to rupture. It caused my engine to overheat and thus caused my head gaskets to leak. I had it towed to the ****** dealer in ******, Mt. When I got there and asked them to look at it and informed them that I had a warranty police through Endurance, they refused to work on my car. They stated that they had problem collecting from Endurance in the past. So no knowing what to do, I purchase a belt and a gallon of coolant and walked to the Carquest and borrowed their belt replacement kit and put on the belt myself so I could drive the car home to have it looked at by the ****** dealer in *****, Mt. The dealer in ***** confirmed that the head gaskets were leaking and needed to be repaired. They contacted Endurance and the process started. Well, Endurance decided that they wanted to see proof of my last three oil changes. One was being done while it was there, another, I had done myself, and another I had done at a local tire shop where all they provided was the labor. I provided the oil and filter. The shop provided a computer print out documenting the change. There was no place on the form for the mileage, so I wrote it on the document and logged it in my manual, along with providing the receipts for the oil and filter, just like I did for the self oil change. Now they are refusing to pay my claim, saying that they do not accept hand written documents! Well, that's not true, because they accepted my hand written self oil change! Also, there was no place on the form for the milage to go! I find it funny that they were willing to pay for the air conditioner that caused the problem, but not the repair! This is their last chance to rectify this situation before I take further action against them

  Business Response

  Date: 05/15/2024

  Thank you for bringing this to our attention. On February 8, a claim was filed under the consumer's contract. The shop reported the vehicle was driven into the shop, with the consumer stating the vehicle has overheated and is concerned the head gaskets may be leaking, and the A/C compressor is not working. The shop recommended replacing the A/C compressor and the cylinder head gaskets. As the consumer stated,the A/C compressor clutch seized up, causing the belt to break and the vehicle to overheat. The A/C compressor was authorized in the amount of $802.30, but the head gasket was excluded for continued operation. We appreciate the opportunity to address the consumer's concerns. 

  Regards,

  Endurance 

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21673698
  
  I am rejecting this response because: Endurance is claiming that I continued to operate my vehicle after it overheated. Thats preposterous! I was traveling at 80 miles per hour when I noticed that my battery light came on, then approximately 45 seconds later my temperature light came on. I proceeded to pull my car over safely on the interstate. It was then I noticed that my car had overheated. I had it towed to the ****** dealer in ****** and they would not work on it because they stated that they had problems collecting from Endurance in the past. So I purchased a serpentine belt and some coolant and put the belt on myself. The ****** technician came out and verified that the belt was installed correctly. He said that it wouldnt damage my car by driving it any further, that if the head gaskets were leaking that it wouldnt hurt to drive the car to just get to the dealer in ***** as soon as possible. Which I did. So their notion that I damaged the car is crazy! Theyre just coming up with another excuse to not pay the claim!

  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/21/2024

   The claim for the original failure, the A/C pulley that seized up and caused the serpentine belt to break, was authorized. The vehicle was then driven with a new serpentine belt, but the seized A/C pulley had not been repaired as of yet. The repair facility sent the cylinder head out and it was found to be warped from the overheating. The contract excludes the cylinder heads if damaged by overheating. We appreciate the opportunity to address the consumer's concerns. 

  Regards,

  Endurance 

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21673698
  
  I am rejecting this response because: I will be taking legal action against Endurance 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/06/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Misrepresenting themselves as Car Shield and just changing to ***** Pilot as we had sold our ****** Highlander.

  Business Response

  Date: 05/14/2024

  Upon receiving this complaint, a manager from Endurance made multiple efforts to reach out to the customer to address the concerns. We kindly request the consumer to contact ******* at ************** for further discussion about the account.

  Best Regards,

  Endurance 

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October 2023, I purchased extended warranty coverage for my 2010 Chevrolet Traverse. In February 2024 my car would not start. I brought new battery and car would still not start. I filled a claim with Endurance. Months later I am getting denied. I provided maintenance records and oil change receipts as requested. And was still denied. I spoke with repair shop and was told the Endurance is making any excuse not to honor agreement. I have been requesting documents on why repairs was denied. Repair shop stated vehicle was well maintained in vehicle maintenance. If repairs are denied, I am requesting full refund of premium payments. Thank you for your Help.

  Business Response

  Date: 05/14/2024

  Upon receipt of this complaint, and Endurance manager contacted the consumer to address her concern.  The claim details are currently under review and the manager will contact the consumer once the review is complete.

  Regards,

  Endurance Resolutions

  Customer Answer

  Date: 05/24/2024

   
  Complaint: 21671401
  
  I am rejecting this response because: I would like to reject Endurance Response.  I have not been contacted by Manager of Endurance with review results.  A . I called customer ********************** and was told there was no notes in the system and to resubmit receipts for oil changes I have previously submitted three times. I am still paying monthly premium payments while my car has been sitting since February 2024 when I submitted this claim.  I appreciate any assistance.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/29/2024

  On 2/21/23, the consumer's repair facility filed a claim for engine repairs under the contract.Endurance asked for documentation to verify that the consumer met the manufacturer's maintenance requirements.

  The consumer was unable to provide documentation that verified the vehicles maintenance requirements had been met. The claim was excluded from coverage per Section VIII (E)

  E. For any Breakdown caused by Your failure to follow the instructions in Section IV. Your Responsibilities and ***************** a Breakdown Claim, any Breakdown where maintenance records pertaining to a Breakdown have been requested by Us but cannot be produced or verified, or Breakdown as a result of lack of normal maintenance required by the manufacturers maintenance schedule for Your Vehicle.

  We appreciate the opportunity to clarify the details of the consumers claim.
  
  Regards,
  Endurance Resolutions

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21671401

   

  To:  Customer Relations Representative
           Better Business Bureau
  ************************** # ****
  
  From:******************************
  *******************
  ***********************
  
  Subject: Reject Business Response to letter from Endurance Warranty Services, LLC, dated 5-6-2024, Assigned to I* Number ********, My complaints 5-6-2024 and 5-24-2024, to the BBB.
  Manufactures Maintenance requirements for the 2010 ***** Traverse GM Factory required maintenance is as Follows:
  1. Replace engine oil and filter (perform multipoint inspection) 3 to 5 K miles.
  2.One year or 15K miles ****** tires and perform multi point inspection.
  3.Every 30K Replace Engine and cabin air filters and performed multi point inspection.
  4.Every 50K Replace Engine spark plugs and performed multi point inspection.
  5.Every 60K Inspection of *rive belts, Flush coolant system and multi point inspection.
  6.Every 100K replace engine air filter and spark plugs.
  As per GM Factory required maintenance, I have been performing all the required maintenance: oil changes approx. every ***** miles with a ******************* due to the high mileage and only use factory authorized parts, i.e., filters, antifreeze, spark plugs and fluids.  (Please see attached: Yolis Vehicle Maintenance log dated: 2009 to Jan 2024) 3 oil change receipts, one *********** invoice, AutoZone, transaction.
  On February 21, 2024, my car was towed from my home to *********************** ***** *ealership Service Center due to my vehicle not starting. For the record, there were not any check engine lights on in my vehicle. *********************** *ealership notified (**************************) of Endurance of their findings of a stretched timing chain on 2-21-2024. As of 2-21-2024 to present date, I have not received any documentations requested from Endurance, please see attached 5-1-2024 addressed to Representative ************************* and to Representative ***** dated 5-22-2024 forwarding documents again and my disappointment of having to continually forward (email) information due to their document handling.
  On Thursday, 5-30-2024, Endurance Manager, **** called me. He was very disrespectful, rude, and attempted to intimidate myself with threats of opening up a can of worms to how much money he will be willing to pay out. He stated, Full refund of my payments to Endurance approx. $1,100.00 if I no longer wanted to speak to his manager or a reduced payment of $500.00 if I continually request to speak with his manager.  I am still waiting to speak with ***** manager.
  *ue to ***** rudeness and disrespectfulness, and unwillingness to forward requested documents.  I had to take a trip to ************************* ***** *ealership to get a copy of my work order #****** dated 2-21-2024 copied to Svc. Adv. * **************************, TAG #****. 
  2-26-2024, Update requested by * ************************** of Endurance.
  1.The timing chain stretched, can hear it once started after jump.
  2.Timing incorrect, correlation error
  3.Camshaft actuators, actuator test Gds 2 from GM 
  4.Note: I need a list of parts needed to replace the engine please for parts and warranty *** to approve. $16,892.00 includes Engine and transmission. $6435.00 labor 
  EAdivor *TC report dated 2/20/2024, for my vehicles VIN.
  1.Basic *iag. needed- engine are their leaks? No leaks
  2.Hole in the Block? No Holes
  3.Fluid Conditions? No problems found.
  4.Transmission fluid? No problems found.
  5.Level of fluids? No problems found.
  National Highway ***************************** reports a lot of consumers complaining about the premature failure of the timing chain in this years vehicle. Which means all these Warranty companies are knowingly selling policies and make it almost impossible to get repair claims service satisfaction for veterans, during their sells phone call how they display a service oriented and customer ********************** friendly.  Only to find out Endurance has a hidden agenda. 
  
  Thank you for your help with this matter. Please contact me if further information is needed.

  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is *********************** and my moms name is *************************** we both purchase the car warranty with endurance through Spanish translation services 2163 w . ************************************************************ contrac number EWS0138430 seller number ************ my complaint is that we paid $3,687.00 for the warranty on 12/20/2021 with ******* miles on the car about a months back from today the cars transmission broke and other things on the car I took it the dealer jm lexus like the endurance said to do when the diagnostic was done and reported to endurance they said they don't cover nothing on the car except the transmission being the main thing they cover but they said they need to investigate more on why the transmission fail and so I kept waiting and finally days to a week later they said my contract was invalid because of the cars millage discrepancy that they check the car fax and that on the day of July 13, 2021 the car fax said the car had ******* miles and on 12/20/2021 when the contract was done is was put ******* miles and so that they will not cover my car unless I prove that miles were put wrong on the dmv when I registered the car an oil change showing my miles were correct per the contract on the day of 12/20/2021 and I happened to do the oil change that day and got the record of that day and that whole entire year and send it to them proving my miles were just ****** miles over from the ******* miles put on the contract not the ******* miles and more that they said it was an error on the dmv when I registered the car but because the proof was not on an actual invoice that they do not accept it ,which is crazy because I gave them the proof they ask for . Then I got an invoice from ********* when I change my tires showing my miles correct but they do not accept it because it was 11 day past the day of 12/20/2021 and they wanted it on the same day or 7 days after or before so on a technicality they don't accept it even do it proof my miles were correct I ask them for my money back since they say my contract was invalid even do they took my money of $3,687.00 and they made write a letter to see if they can give me my money back but it's garranty according to them and I had to fix the car myself and spend $4,000 to fix the transmission pluss $1,500 in rental car all at my expense pluss the money I paid them of $,3687.00 and they lie to me and did not cover nothing on the car and took my money and then say it's invalid and when I gave them the proof they got out of it with technicalities and I have to watch there commercials with celebrities to promote their business and lie to people how you won't have to pay to fix your car and that was a big Fat LIE .

  Business Response

  Date: 05/13/2024

  Upon receipt of this complaint, an Endurance manager contacted the consumer to address his concern. We are currently working towards a resolution.

  Regards,

  Endurance Resolutions

  Customer Answer

  Date: 05/16/2024

   
  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

  Date:05/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for endurance because my car was getting older and I wanted coverage in case something went wrong. After signing up I was sure I would be covered if something happened to my car. Well. My car ended up having an oil leak and also a/c went out in the back of my van. When the dealership I used called to get it covered they said they dont cover those specific issues. So, I called them they told me something about them not cover that part only, it had to be that part and some other parts only, so no coverage for the individual part only if all the parts need replacing they would cover it. Seemed like something written in the contract that would be completely misleading and confusing enough to get away with. This was for both of my issues.they would only cover a part of it was connected to another part, thats connected to another part and so on. Seems confusing, right. Well after this I decided I would cancel the warranty if it was going to be this way in the future. So I call a few days to a week let to cancel. They tell me theyre sorry they wouldnt cover it, and it was only because of how many miles I had on my car. I was so upset, I couldnt believe they not only sold me something for my specific miles I had on my car and then wouldnt cover the issue I was having. Also, was it because it doesnt cover the part messed up on my car or was it the miles on my car? I honestly think they just say whatever reason they can come up with and its ok because the contract is written in such. Way they can get away with it. Do not buy any warranty coverage for them!!! BEWARE!!!!

  Business Response

  Date: 05/13/2024

  On 5/8/23, the consumer purchased a vehicle service contract. The consumers coverage level, Secure Plus, is a stated component coverage. This means that all eligible parts and components are listed by name in the schedule of coverage found in the contract under Section VI(C), 2. Secure Plus. Any part not listed in that section is not eligible for coverage.

  On 7/20, a repair facility contacted Endurance to file a claim for repairs under the consumers vehicle service contract. The repair facility stated that there was no power to the blower motor and resistor and an oil leak from the left front valve cover gasket. They recommended replacing the blower motor, resistor, and valve cover gasket. Since the requested components are not listed as eligible in the consumers contract, the claim was excluded per Section VIII(A), which states that coverage is not provided: 

  A. For any part not specifically listed in Section VI.

  We appreciate the opportunity to address this concern. 

  Best Regards,

  Endurance