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Complaint Details
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Initial Complaint
06/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We contacted endurance on 6/6 and the woman we spoke to explained all of the services we would get with the warranty, and she said when we purchase the warranty it starts that day. Well on 6/27 our car started smoking so we took it to a shop and let them know we have endurance warranty and they tried to submit a claim, endurance told them that we have not had the service for 30 days so they will not be covering it. We were not told about a grace ****** and because they would not cover it we got stranded 800 miles from home ended up having to have someone get us a rental and our car is stuck 3 states away from us until we can figure it out, I explained to them that someone should of told us that when we signed up and they did not care.
Business response
07/08/2024
Upon receipt of this complaint, an internal investigation was performed into the sale and handling of the consumers contract. This investigation included reviewing internal notes as well as recorded calls related to the consumers contract purchase. Endurance can confirm that the 30-day and 1,000-mile waiting period was disclosed to the customer at the time of sale. An ********************** manager attempted to contact the consumer to address their concern. The manager has provided his contact information via voicemail. Currently, we are requesting the consumer to reach out to the manager.
Regards,
Endurance ResolutionsInitial Complaint
06/28/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This company has repeatedly called my phone to try to sell me a warranty, even though I am on the Federal Do Not Call list. They have been told to stop several times, but keep calling. I have a recording of the last call, which was on 6/24/2024. I attempted to reach out to Endurance via email, and called their service line several times, with the intentions of resolving the matter, but have been ignored. At this point, I need to speak to their ATTORNEY or LEGAL REPRESENTATION to resolve this matter. Simply "removing my number and info" will NOT suffice. If I don't hear from their representation, my next step will be the Arizona State ************************** and an attorney that specializes in TCPA cases.Business response
07/09/2024
Please note that Endurance does not make "cold calls" or any outbound sales calls unless specifically requested by a consumer. We apologize for any frustration caused by these calls. In response to the consumer's complaint, we have placed the consumer on our internal "Do Not Contact" database to prevent future contact from our company. Please allow up to 10 business days for this request to be processed. The consumer may still receive additional calls during this processing period.Customer response
07/09/2024
Complaint: 21916558
I am rejecting this response because: I have the call recorded. There is NO doubt that the call came from Endurance. Regardless, the company has been litigated against MULTIPLE times for violating the ***** including by at least one State ************************** Again, I am giving the company the opportunity to have their attorney to reach out to me to discuss resolution. Failure to do so, will result in legal action.
Sincerely,
*************************Initial Complaint
06/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had my car at ******* auto almost two weeks for engine replacement I have a extended warranty with endurance company I have not heard anything about my car at all they want me to provide all my oil changes to them I have kept up all maintenances on my car I need my car they have not even offered my rental car that I need for work I pay monthly for my warranty and spizter auto has all the records to my car maintenances It is unfair to me to have to wait to get my car fixed iam a paying customer I need my for work I can't get work they won't even provide a rental I should not have to prove anything I always keep the maintenances on my car that is my means of transport to work my doctors appointments etc please help me I don't what to do at this point endurance won't fix like it is my fault regardless of situation I pay monthly for my warranty on my car it is terrible how they treat a paying customer, thank you *************************************Business response
07/05/2024
Currently, Endurance is requesting documentation of the last three oil changes performed. As of July 3, the service advisor reported that they could not provide the requested documents due to an ongoing system failure.Once the vehicles maintenance is verified, Endurance can continue with the claims process.
Best Regards,
Initial Complaint
06/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
When I first contacted Endurance to be my warranty company, I told them I need coverage for my vehicle. We went over prices and we came to an agreement. They told me that the Platinum coverage I was getting covers EVERYTHING accept regular maintenance. I said ok thats what I want. After being with Endurance for a couple months I read threw the coverage myself and there Is a big list of things they DO NOT COVER. This is called false advertising. It also says in the coverage if you do ride share (Lyft or Uber) they dont cover any repairs if something happens to your vehicle unless you pay an extra charge. This type of information needs to be told to the customers before they take your money not after. I want a refund on all my payments made to endurance and I want to cancel my coverage immediately.Business response
07/05/2024
Thank you for bringing this to our attention. A manager has since provided the consumer with their contact information via voicemail and email. At this time,we are requesting the consumer to reach out to the manager at their earliest convenience so we may further assist.
Best Regards,
Customer response
07/08/2024
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
06/27/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
On 11/7/23 I took your car to ************************* for a repair of carrier ASSY(diff) coupling sub-ASSY total cost $4,830.83.On 6/17/24 I to my car again to ************************* for a repair of block ASSY engine sensor total cost of $868.75.I have a contract with Endurance since April of 2020, which I pay a cost $99.64 each month and Endurance refuse to pay for any repairs that I submit. I have asked them several times for a copy of my contract, but they have yet to send one to me. I also ask for a contract send to me 2 days ago.My complaint is with Endurance, I have a extended warranty on my care but they refuse to pay for any services for my car. I am requesting an investigation into my issue as well as the company.Business response
07/05/2024
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 Will at ************** for further discussion about the account.
Best Regards,
Endurance
Initial Complaint
06/27/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I was speaking with their sales person who informed me that if I don't use their service my money would be refund. I had the policy for about 1 1/2 month and decided to cancel the policy. I never used their service my car never had a repair. Never told me about a cancellation fee. They charge me $134 anf $50 cancellation fee. I think they are doing false marketing and giving out false information.Business response
07/02/2024
Thank you for bringing this to our attention. A manager reviewed the activation call and verified the consumer was informed they would receive a full refund if canceled in the first 30 days and a pro-rata refund after 30 days. The consumer elected to cancel the contract just after the 1st 30 days, but the manager offered the consumer a full refund in the interest of customer **********************. ********************** appreciates the opportunity to address the consumers concerns.
Warm regards,
Endurance
Initial Complaint
06/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was denied my claim due to what they claim to be a "lack of proper maintenance". I had gotten the policy after the mileage discrepancy they are using to deny the claim.Business response
07/05/2024
On 5/9/24, ******** Automotive contacted Endurance to file a claim for repairs under the consumers vehicle service contract. The repair facility stated that the vehicle was driven in with the transmission slipping.The repair facility reported an internal failure of the transmission and recommended replacing it. Endurance dispatched an independent, third-party inspector to confirm the repair facilitys findings.
The inspection report confirmed the shifting issues and that the transmission fluid was dark and burnt. Endurance requested the transmission maintenance documentation to ensure that the contract holders maintenance requirements were met. As the consumer could not provide the transmission maintenance documentation, the claim was excluded per Section VIII(G), which states that coverage is not provided for:
G. Any Breakdown where maintenance records, with the exception of maintenance paid for by Us pursuant to Section VI.D. 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.
The consumer subsequently contacted Endurance and canceled the contract. The pro-rata refund of $231.22 is scheduled to be mailed out by 7/11. We appreciate the opportunity to address this concern.
Best Regards,
Endurance
Initial Complaint
06/27/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
This company takes your money quickly but when you are owed a refund it takes a long time. I was told 10 weeks and also 6 weeks. With in this time frame there is no one who can give you any answer regarding the amount of the refund. I am sure after the 6 weeks they will drag it out even further. This process is not open and honest with the consumer.Business response
07/05/2024
Upon receipt of this complaint, an Endurance manager contacted the consumer to address his concern. The consumer's refund check will be sent out on Tuesday via Priority Mail. We apologize for any inconvenience this may have caused the consumer.
Regards,
Endurance Resolutions
Customer response
07/08/2024
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
06/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am receiving mail from Endurance Vehicle Notification Department, regarding a 2024 Price Increase for a warranty that I do not have with this company.I do not know why or how this company keeps getting my forwarding address regarding a "price increase" for a "warranty" that "I do not carry" nor "have ever had with them," and I would like for them to "remove" me from "their mailing list" and "do not contact/deliver" any future mailings to me going forward.The letter comes with a customer code number, regarding a Price Increase for Extended Vehicle Service Plans, that I have never inquired about with this company and do not want.I would appreciate if this company would "remove" my "name and address(s) from its system and not contact me in the future, as I have not contacted this company and have no intentions of doing so, regarding this issue, as I am not sure if this is a "scam" or "not" as to a response from **** thank you for your assistance in resolving this matter.Business response
06/27/2024
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.Initial Complaint
06/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased an extended warranty last year. My AC went out on 6/25/24. I took it to ******** **** of *************, **, and Endurance denied my claim. I was told my AC was covered. All I am getting is the runaround with no resolution. My diagnostics cost of $333.84 was also denied. I was hung up on four times trying to resolve the issue. Contract # EVPU5163436Business response
07/05/2024
Mr. Robinsons contract, the Secure Plus, is a stated-component contract. Under Secure Plus, all eligible components are listed by name in the schedule of coverage found in the contract. Any component not listed is not eligible for coverage. Notably, seal and gasket failures are only eligible under the contract in conjunction with a covered component repair.
On 6/26/24, ************* of ************* contacted Endurance to file a claim for repairs under the consumers vehicle service contract. The repair facility stated that the vehicle was driven in with the air conditioning blowing hot air. The repair facility reported that the air conditioning compressor was leaking from the case seals, and the timing cover gasket was leaking. As the consumers contract does not provide coverage for standalone seal and gasket failures, 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
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