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

  6400 Pinecrest Drive, Suite 400 Plano, TX 75024

• 

  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

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:04/20/2025

  Type:Order 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.

  Contract #CDY1011606 Billing Acct #************** On March 1, 2024, I signed up for an Endurance Warranty for my 2019 Pathfinder. I paid $151.57 that day plus an administrative fee of $29. Monthly payments of $151.57 were to be debited from my account at the end of each month. In return, Endurance was to provide me with a bumper to bumper warranty that included easy cancellation with a full refund - not just within the first 30 days, but at anytime (less, of course, the amount of any claims they had paid). I attempted to make one claim. They denied it. I continued my monthly payments, upholding my end of the contract, with the last payment being October 28, 2024. In September of 2024, I called and cancelled my contract. And started waiting for my refund. The total amount I paid to Endurance was $1393.13. I started having some health problems, and on January 13 and 14, 2025, I had surgery to remove a Large Meningioma brain tumor, grade 2 due to brain invasion. Needless to say, this took precedence over everything else in my life. Things have now settled down and I have been looking for my refund. I called Endurance and told them I needed my refund. They said they didn't have to refund me because I never filled out the cancellation form that I was sent. I was NEVER told about that form - not when I signed up and not when I cancelled in September. I have called numerous times, filled out that form that an employee, ******* ******, sent me and returned it. She also waived the Notarized odometer reading since I was out of town at follow up appts with my neurosurgeon, oncologist, and radiation oncologist team. Yesterday, 4-19-25, I received a check for $19.80. This is ridiculous and an insult. I will NOT deposit this check. I am owed $1393.13. To show I am being reasonable, I will allow them to deduct $200 from that amount for whatever administrative fees they feel are necessary. But no more than $200. I want my money IMMEDIATELY. Thank you.

  Business Response

  Date: 04/29/2025

  After receiving this complaint, an Endurance Specialist contacted the consumer and reached a mutually beneficial resolution. We appreciate you bringing this matter to our attention.
  
  Best Regards,
  Endurance

  Customer Answer

  Date: 05/03/2025

   
  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.
  While I accept the resolution, I know that they should have refunded me the entire amount that they scammed. There are too many complaints for me to believe they are not doing this intentionally. 
  Even though I am not happy about not receiving a full refund, I will say that the person I dealt with, *********, seemed to genuinely want to help.

  Regards, 

  **** *******

• Initial Complaint

  Date:04/20/2025

  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.

  I purchased an insurance policy from them upon one of their sales people calling me and selling the policy. I had just purchased a 2005 *** with approx 160k miles on it. Knowing the repairs would be costly in an event of repair that I knew it would be wise to purchase. The salesperson and I went over in great detail what my responsibilities were and what the process was to be sure in the event of a claim it would not be denied. There was a strict policy that the covered vehicle must have the policy for 30 days and have 3k miles on it. Which in my claim was in accordance. I had a problem with the car and it wouldnt start, so I followed the exact procedure to handle the claim. The car sat at their preferred repair place for over a month, denying my claim due to a discrepancy in mileage. I provided them with more than enough information in regards to getting my claim processed. Yet they kept denying my claim. I went as far as contacted their corporate office in which the corporate claims lady told me on the phone that they should pay the claim. Yet they refused. I got stuck with the tow bill to and from their preferred shop, the rental car, all the time and loss incurred from dealing with this situation, and because of this situation I couldnt get car repaired so I was forced to sell my car at a huge loss because I couldnt get fixed and had to get another car. I lost work, wages, my car, my money, all because I trusted in this insurance company to fulfill their part of the contract. A contract in which they breached and their corporate people admitted to me they breached. The next step will be a law suit, when I can get the money up for an attorney. I requested a refund of my policy on which they denied my refund of my policy. I have all factual evidence to back up this statement except I no longer have my car, it was sold.

  Business Response

  Date: 04/28/2025

  Upon receiving this complaint, an Endurance Senior Resolution Specialist promptly attempted to contact the consumer to address the concerns raised. We respectfully encourage the customer to reach out to ****** at ************** to further discuss the matter and work toward a resolution.
  
  Sincerely,
  Endurance

• Initial Complaint

  Date:04/19/2025

  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 am constantly getting calls, and letters from these people and I want it to stop. I have called and told them to take me off there list. They constantly bother me. I have also returned the mail and said to stop sending it, but they continue to send it. I do not want any communication from this company. Its a scam. And I find it to be harassment.

  Business Response

  Date: 04/21/2025

  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 Ms. ********** 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 Answer

  Date: 04/22/2025

   
  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:04/18/2025

  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.

  I signed up for this warranty in Jan 2025 and the salesperson told me all the good stuff but none of the important stuff. Like if anything happens, they ask for all maintenance records which would have been fine had I been told this from that moment so that I could actually keep every single one. So, the end of march my car wouldn't start and I call to use my warranty. I found a shop got it towed there and now my car has been there 2 growing on 3 weeks because they have requested invoices of and services that I have had since the warranty, and I have had to go out and physically request those invoices. Every time I call, they tell me there is no manager or supervisor that I can talk too and that they don't have an escalation department. This is insane because every business has someone over another that handles customer situations. So, it's no one that I can talk to or discuss my situation to then they are scammers pretending to be a business taking people's money every month and not trying to withhold to their part of the bargain. I have searched my book and contract I have not found the sentence telling me that I need to keep all my invoices nor was this very important information relayed to me. I feel like it was left out on purpose. I want the serviced that I paid for. I was told that my car needed the motor replaced and I would like the services due to me that I pay for monthly for the warranty of my car. For them to fulfill their part.

  Business Response

  Date: 04/24/2025

  A Resolution Specialist has contacted the customer to address her ******************************* appreciates the opportunity to assist and will continue to work with the consumer toward an amicable resolution.

• Initial Complaint

  Date:04/17/2025

  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.

  I have the Endurance warranty for my Chrysler Pacifica. I have paid $175.00 every month since 3/31/2023. I filed a claim in January 2025 which was covered. I filed another claim in April 2025. I took my van to a ******** dealership for a repair on my air conditioning. The dealership thought it was an issue with one part of the system. Endurance approved the repair. That did not work and the part was never replaced and they did not charge for labor. Endurance paid nothing, they didnt pay for the part and they did not pay for labor. Since they misdiagnosed the issue they ran more diagnostic tests. This showed that there was a leak in the condenser, they replaced the faulty condenser. The condenser was denied because the dealership would use an aftermarket condenser. I said fine and paid for the condenser. They ran the air and said there was another part, the compressor was leaking also. Both the condenser and the compressor were leaking. Endurance denied the claim because the dealership had misdiagnosed the first issue. That was the evaporator coil that they never paid one dime for. Endurance said that because there was a misdiagnosis in the first claim they would not pay anything after that. Last time I checked they are multiple times that you fix one problem and then have another problem show up. I am furious. All I want is for them to pay for the part and the labor. I dont understand why I am the one stuck with the bill when I have paid almost $5,000.00 and made 2 claims.

  Business Response

  Date: 04/24/2025

  A Resolution Specialist has contacted the customer to address her ******************************* appreciates the opportunity to assist and will continue to work with the consumer toward an amicable resolution.

• Initial Complaint

  Date:04/16/2025

  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.

  Endurance in 2020 was great. After 2022 everything changed and it seems like their company motto is "Find A Way Not To Pay." Literally creating "gray areas" with the verbiage in your policy contract to find ways to deny your claim. Typical corporate need for greed. I've had multiple vehicles "covered" by Endurance, and this last denial for a transmission repair was my last straw.03/17/25 I took my vehicle to the shop for diag, on 03/19 Endurance called asking me for my last transmission service invoice. I sent the invoice over on 03/19 (Car was at 175k miles), Endurance then took TEN DAYS to deny the claim due to the Manufacturer recommended transmission service being due at 150k miles. I called in and informed them that when I bought the car at 74k miles the transmission service was done at the dealership as part of a courtesy maintenance package. They asked for proof of that, I sent in the "Buyers Order" that showed everything included with the car purchase on 03/31. It took almost another TWO WEEKS for them to "review" it on 04/15 (I called daily since I was paying out of pocket for a rental) just for them to say the claim is still denied b/c a Buyers Order doesn't guarantee or "prove" that the transmission fluid was changed..... Despite a buyers order being a law binding agreement. They then asked for a specific invoice for just the transmission fluid alone from a car I bought 4 years ago. Of course I try to call the dealership and they don't keep records past 3 years and Endurance is playing hard ball, leaving me on the hook for $4,000+ repair. This is not my first time this year encountering unethical, shady, almost criminal predatory behavior from Endurance and their "adjusters" breaching their contract and not covering repairs.Their phone **** are rude, refuse to give their full name when you catch them in a lie (I have a recording of this), I requested a refund from my renewal date of 05/25/24 and was told "That's not happening" by the phone ****

  Business Response

  Date: 04/21/2025

  Upon receipt of this complaint, an Endurance manager contacted the consumer and resolved the matter. We appreciate the opportunity to address the consumer's concern.

  Regards,

  Endurance Resolutions

  Customer Answer

  Date: 04/21/2025

   
  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:04/16/2025

  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.

  I first purchased an extended warranty back in May 2024. When I went to use my Warranty about four or five months later, they denied me because the person at their company that wrote my policy put in 4 inch lift instead of a 6 inch lift for my truck. They never asked me how high my lift was. They only asked if I had a truck lift. So when I called them to explain that to them, they said I would need to cancel that policy and start a new policy which I would have to do their waiting period and mileage all over again, which was fine at the time. When I got to the mileage and 30 day waiting period I turned it back into the dealership - (the person that sold me the second policy told me to do that) and when Endurance came back to inspect, they denied me again because they said it was a pre-existing issue. They sold me two bogus policies. I have been trying to get my money back from both policies for almost 3 months and they have not answered or complied. At this point, they are scam artists. Please help me.

  Business Response

  Date: 04/23/2025

  After receiving this complaint, an Endurance Specialist contacted the consumer. Endurance and the consumer are currently working towards a mutually beneficial resolution.
  
  Best Regards, 
  Endurance
  
  

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23213436
  
  I am rejecting this response because:
  Good Afternoon,
  
  Thank you for reaching out to Endurance. I received a phone call from them a few days later. They almost resolved one out of the two issues that I have. They told me they would cut me a check for my other policy and mail it to me. I have not received it yet.
  
  They are not contacting me about my second issue. I have tried multiple times to call and email them with no response. I feel as though they are ignoring me.
  
  The policy number that I am talking about for Endurance is - EVPU87706311
  
  They owe me an additional $900 for the first policy that they sold me under false pretenses. 
  
  Should I contact a lawyer? I've been going around in circles with this company for months and months. 
  
  All I want is my money back that I put in for both policies. It would be in their best interest to just pay me what I put in. That's all I'm asking. I could probably go out and get more if I used legal action on them. 
  
  Please let me know if you need any additional information
  
  Thank you for your help!
  
  *** *******
  Sincerely,
  
  *** *******

  Business Response

  Date: 04/28/2025

  Thank you for bringing this matter to our attention. An Endurance Senior Resolution Specialist has since contacted the consumer and addressed their concerns. We appreciate the opportunity to resolve this matter.
  
  Best Regards,
  Endurance 
  
  

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23213436
  
  I am rejecting this response because: 

  
  Good Morning,
  
  I have not received the agreed-upon refunds as of yet. Once I receive the two checks Im entitled to I will come back to you.
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:04/16/2025

  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.

  I purchased the policy and canceled within two days I did was told that if I canceled this policy it would be fine and we can act like nothing ever happened and I can get mh money backI was not aware that there was a non refundable fee. I asked and was told the amount was refundable and do not recall being advised prior to purchase about the $29 one time fee. I cancelled the policy and requested a full refund for what I paid. To which I was told that I would, as a courtesy they work refund the one time fee. However, I received a partial refund. I called back today and spokee with a manager who refused to give me the $29 refund. Despite the promise made by his rep. ****** the phone call I stated that I would file a complaint and dispute and would like to confirm that all my calls where recorded and that I was promised a refund to which he agreed they were and he would provide them for my request.

  Business Response

  Date: 04/17/2025

  After receiving this complaint, an Endurance Specialist contacted the consumer and reached a mutually beneficial resolution. We appreciate you bringing this matter to our attention.

• Initial Complaint

  Date:04/15/2025

  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 February 5, 2025, I brought my vehicle to a repair shop in ****************, **, for a ticking noise and oil leak. The facility identified the leak (not covered) and diagnosed the ticking, but Endurance required engine disassembly for confirmation.On February 19, I was told an adjuster would inspect the vehicle. I emailed my last three oil change receipts and was given claim ************* February 24, I was told my claim was denied due to insufficient maintenance records, and the adjuster refused to inspect the vehicle due to cold weather. I was later told the denial was because my receipts hadnt been uploaded in time.On March 3, I was told two receipts were accepted, but a third lacked mileage/VIN. I explained I do my own oil changes and submitted a maintenance log as instructed. I was told the adjuster would review them in 12 days.For a week, I called dailyno response. On March 7, the shop was told the claim had been sitting on someones desk. The receipts were now accepted, and an inspection was promised within 24 hoursbut didnt happen.On March 18, I was told the claim was still denied and asked for older receipts. On March 24, I submitted them and filed a complaint. By March 28, I was told the receipts were under review, but no complaint was logged.On April 2, I sent a second complaint. On April 7, I was told the receipts were approved and an adjuster would be dispatched. On April 10, the shop confirmed the adjuster arrived.On April 15, I was told Endurance would only replace parts, not the engine, citing continued use. I brought the vehicle in immediately upon noticing the issue. My contract states damage from covered parts must be *********** vehicle has been in the shop 69 days. Despite full compliance, Endurance has delayed, denied, and acted in bad faithclearly stalling, hoping I abandon my claim.

  Business Response

  Date: 04/24/2025

  On 2/5/25, High Tech Automotive contacted Endurance to file a claim for repairs under the consumers vehicle service contract. The repair facility reported that the vehicle was driven in with an oil leak and a ticking noise from the engine. After removing the valve covers, the repair facility found that the lifters had collapsed and the corresponding camshaft lobes had worn down. They recommended replacing the engine.

  Endurance requested the vehicle's oil maintenance records to ensure the contract holder's maintenance requirements were met. After reviewing the documents provided, Endurance was unable to verify the mileage at the time of the oil changes, which led to the claim being excluded due to a lack of maintenance. After receiving additional maintenance documentation, the claim was reopened, and Endurance dispatched an independent, third-party inspector to confirm the repair facilitys findings.

  The inspection confirmed that the cylinder two exhaust lifter had collapsed, causing damage to the camshaft lobe. Also verified was a significant amount of fine metal debris on the magnetic reluctor rings at the ends of the camshafts, indicating that the vehicle continued to be driven after the lifter failure, resulting in further internal damage. The engine was excluded from coverage per Section VIII(N), which states that coverage is not provided:

  N. For any damage caused by failure to protect Your Vehicle from further damage when a Breakdown has occurred or failure to have Your Vehicle towed to the service facility when continued operation may result in further damage. Continued operation includes Your failure to observe warning lights, gauges, or any other signs of overheating or component failure, such as fluid leakage, slipping, knocking, or smoking, and not protecting Your Vehicle by continuing to drive creating damage beyond the initial failure.

  Endurance authorized the initial cause of failure, which was the lifters, rockers, and camshaft, in the amount of $4,253.64. Upon receipt of this complaint, a manager from Endurance contacted the consumer and explained the claim details. We appreciate the opportunity to address this concern.

  Best Regards,

  Endurance

• Initial Complaint

  Date:04/15/2025

  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.

  On January 27, 2025 I purchased a warranty from Endurance. I interacted with two associates. The first ****** name was **** ****** and the second ****** name was Desi ********. I was given two quotes and I chose the quote that fit my needs. not one time in the conversation to either associates was I told that if I was not satisfied with the warranty, I would not receive refund day one of the policy being active because it had to be 30 days and 1000 miles. I had an issue that led me to the dealership where they called the claim in. I was standing in front of my service advisor. He had the call on ************ so I can both sides of this call and the associate declined my service stating that there was no way on day one the issue I was having withmy vehicle happened on the first day my warranty was active so they declined to service me. I spoke with the manager by the name of ***** ******** and she told me I can cancel thepolicy and receive a refund. It was gonna take me 4 to 6 weeks to receive. After waiting this timeframe to receive a check in the mail for my $120.65 I was also declined today April 15, 2025 with some obscure information of pro rates something that made no sense, to be told that they were not giving me a refund check. I never use the policy one day. I had to follow their terms order to utilize the policy and they declined to pay for services on my vehicle and now they stole my $120.65 and will not refund it back to me. This is unfair practice. This is robbery and I wanted to report this information. They never discussed this day one of the policy. The only thing they ask is that I was being truthful about things that was happening withthe vehicle prior to the purchase of the warranty and I was so if I dont use the warranty and if it does not fit my why can I receive $120.65 back? Im reporting it because talking to their advisors and different team members. No one is willing to help me. I need assistance in retrieving my money.

  Business Response

  Date: 04/18/2025

  After receiving this complaint, an Endurance Specialist contacted the consumer and reached a mutually beneficial resolution. We appreciate you bringing this matter to our attention.
  

  Customer Answer

  Date: 04/18/2025

   
  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. The warranty company agreed to refund me with a paper check that I should receive in ***** business days. As long as they keep their agreement, Im satisfied with the resolution.
  
  Sincerely,
  
  ******** ******