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Business Profile

Auto Warranty Plans

Endurance Warranty Services, L.L.C.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Warranty Plans.

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

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

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    Customer Complaints Summary

    • 3,421 total complaints in the last 3 years.
    • 1,288 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/13/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Acct number ************** I filed a claim on 7/13/23 I spoke to a representative stating my claim was denied due to seals and hoses leakage and it's not covered per my policy. My estimate do not state that seals are the reason. Is the claim to expensive?

      Business Response

      Date: 07/26/2023

      Thank you for bringing this to our attention. The repair estimate you provided shows leaking parts.When the shop called in a claim, the shop explained the leaks are coming from seals that are starting to fail or had failed. The contract doesn't cover *************** failure as a standalone failure. At this time we are requesting the consumer to reach out to manager *****, if there are additional questions. 

      Warm regards,

      Endurance

    • Initial Complaint

      Date:07/12/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 purchase an extended warranty through endurance. When my car broke down and I had to file a claim they gave me the hardest time. It was nothing but a run around my truck stayed at the mechanics for two months.Aamco Transmission even try to send them emails called them. They kept giving them to run around as well. The adjuster that they use because they use a third-party company to actually do the maintenance. The adjuster along with endurance gave me the worst time. My truck sat there for two months still no maintenance was fixed but they still required me to pay the monthly payments when I called to say Im canceling because you guys are not doing anything but giving me the runaround all I got was were gonna call you back youll hear something from somebody within 24 to 48hours. No one called me back two months later Im still trying to get through to somebody and this person told me that A supervisor will not call me because theres nothing that they can do about this I really would like to have my money back because they did not complete any services. also, they try to bully you into you didnt do this and you didnt do that because its not documented. It is totally not my fault that they hire people who do not do their job. its only fair to refund my money!!!!!!

      Business Response

      Date: 07/19/2023

      Thank you for bringing this to our attention. A manager from Endurance spoke with the consumer and has since resolved the matter to their content. We appreciate the opportunity to address this concern.

      Kind Regards,
      Endurance Resolutions

    • Initial Complaint

      Date:07/12/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 called endurance for a extended warranty. The salesman assured me it was either 30 days waiting period or **** miles which ever comes first. When I filled a claim on my transmission they denied it because the contract said I must meet both time and mileage. As far as I am concerned they use deceptive sales practice.

      Business Response

      Date: 07/20/2023

      Upon receipt of this complaint, Endurance reviewed the call in question. The review confirmed that the agent accurately represented the waiting period at the time of contract purchase.

      As the consumers transmission failure occurred within the waiting period, the contract excluded the repair under section VIII, which states that coverage is not provided for

      G. For any Pre-Existing Condition, for any Breakdown that occurs, or begins to occur, prior to the expiration of the Waiting Period

      We appreciate the opportunity to clarify the details of the consumer's claim.

      Regards,
      Endurance Resolutions 

    • Initial Complaint

      Date:07/12/2023

      Type:Product Issues
      Status:
      Answered
      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 canceled my auto warranty with Endurance Warranty on May 2023, because I found out from dealership they do not accept third party warranties. I called and send a cancelation form. I was told that it would be 4 to 6 weeks before I received my refund check. The 6 weeks has passed and my refund has not been mailed out. Every time I called the company keep lying to me, telling a different response to what is the status of my refund check. I want my refund check.

      Business Response

      Date: 07/13/2023

      Thank you for brining this to our attention. A manager from Endurance has reached out to the consumer to apologies for the delay in the refund and is having the check sent out on Tuesday. 


      Warm regards,
      Endurance

    • Initial Complaint

      Date:07/12/2023

      Type:Order Issues
      Status:
      Answered
      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 sold ** a extended vehicle coverage for a vehicle not covered in their contract. We signed up in February and have paid for 6 months ($719.04) for a contract that isn't valid. We wasted money and the time of ************ trying to have a repair done only to find out our warranty was no good and that our contract was being terminated. When signing up we were asked if the vehicle had a total loss on the title, we said yes. Based on the wording of the contract we were sent, section F.2., our vehicle should have never been approved for this contract. We have tried calling multiple times to get answers on how they are going to fix this, only to get told we have to wait 6 weeks. [F.2. VEHICLES NOT COVERED This Agreement does NOT provide coverage for any of the following vehicles: (a)Vehicles not certified for sale within *****************, salvaged vehicles, vehicles that have been declared a total loss, and vehicles that have been sold for scrap.]

      Business Response

      Date: 07/14/2023

      Thank you for bringing this to our attention. A manager has reached out to the consumer and explained if we knew about the branded title, we would not have sold the coverage. Endurance will provide the consumer a full refund. 

      Warm regards,

      Endurance

    • Initial Complaint

      Date:07/12/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 a warranty with Endurance when I purchased a used car in October 2022. I purposefully selected the warranty that would cover most major car systems, including the air conditioner/compressor. My air conditioner stopped cooling on Friday afternoon, 7/7/2023. Before that, I had not experienced any issues with cooling. I took the car to a local repair facility first thing on 7/8/2023 and left it with them. On 7/12/2023, the facility diagnosed the issue as a failed compressor and contacted Endurance. Endurance promptly denied the claim, citing denial for lack of fluid (the compressor failed and clutch overheated - there was no coolant left in the failed compressor) and operator failure due to not performing recommended repairs. They stated that I caused the issue and failed to properly seek repair immediately per the contract.I strongly disagree with this, given that I recently had the car serviced in June and experienced no air conditioning issues before the failure. I also promptly took it in for evaluation when I became aware of a problem. The only additional action they suggested was to have the facility see if they could determine what caused the fluid to leak and they would consider paying for repair for only that specific issue. The compressor has already failed and the fluid leak appears to have come from the compressor. They have already confirmed that they will not pay for the compressor.

      Business Response

      Date: 07/20/2023

      On 7/12/23 the consumers repair facility filed a claim under the contract for air-conditioning repairs. The facility stated that the vehicle was driven in on 7/10 and the ac was blowing, but not cold. The facility found that the system was empty of refrigerant, the compressor was not coming on, and the clutch was melted. They recommended a new compressor and receiver dryer.  As the ac system was operated without refrigerant, the claim could not be authorized per the Exclusions section which states

      O.  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 a Repair Facility when continued operation may result in further damage. Continued operation includes but is not limited to: Your failure to observe warning lights, gauges, or any other signs of overheating or component failure, fluid leakage, slipping,knocking, or smoking, and not protecting Your Vehicle by continuing to drive creating damage beyond the initial failure. Lack of mechanical knowledge is not an excuse for continued operation.

      We appreciate the opportunity to clarify the details of the consumers claim.

      Regards,
      Endurance Resolutions

      Customer Answer

      Date: 07/21/2023

       
      Complaint: 20310488

      I am rejecting this response because:  I did not experience issues with the air conditioner until the day it stopped blowing cold air.  I didn't notice anything that would lead me to believe it was malfunctioning before that.  I drove to the repair facility the following morning and left it for them to diagnose the issue. 

      I had the car serviced - oil change, tire rotation, general inspection - in late June.  Neither I, nor the repair facility, noted anything that indicated a problem with the A/C at that time either. 

      Endurance called me on 7/14 and left a message letting me know they wanted to discuss the claim further.  I returned their call that afternoon and was informed the associate would call me as soon as they finished with the current customer.  I did not receive a call after that.

      They left another message on 7/19.  I was unable to return the call during business hours today, but I plan to call on 7/21.

      At this point, I stand by my initial complaint.  I believe Endurance has fraudulently represented that their policy covers repairs, yet set it up in such a way that components listed as covered can be excluded by a technicality that cannot be avoided when the component fails -- in this situation, the compressor not having coolant when the lack of coolant was caused by the compressor failure.  

       

       



      Sincerely,

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

    • Initial Complaint

      Date:07/12/2023

      Type:Order Issues
      Status:
      Resolved
      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.
      Date of problem: May 8, 2023 Payment of $142,35 per month Was to pay $500 deductible for collision repair Refused to pay deductible as stated in contract Account ************ Vin last six numbers #******

      Business Response

      Date: 07/13/2023

      Thank you for brining this to our attention. A manager from Endurance has reached out to the consumer to explain the Elite membership benefits are handled by CarCo not Endurance. During the call it was determined the vehicle has been deemed a total loss. Endurance can no longer cover the vehicle and will get the refund to the consumer within the next 2 weeks. 

      Warm regards,

      Endurance

      Customer Answer

      Date: 07/13/2023

       
      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:07/12/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 had extended warranty for my ******* Santa Fe for the past 3 years. I recently start having problems with my vehicle. I took it to the shop on 7/3/23, was giving a right up contract. My warranty was to end on 7/5/23, so I needed to have it checked out before it expired which I did. The owner of the auto shop said he didn't get a chance to call it in until 7/5/23, still before contact ended.Endurance is telling me they have no record of the owner's call. They are just telling me that my contract is expired, so they don't want to honor my claim.Can you Please Help me get my car fixed.Thank you

      Business Response

      Date: 07/13/2023

      Thank you for brining this to our attention. *********** facility reached out to the claims department on 7/12, to start a claim. The claims process will continue normally.

      Warm regards,

      Endurance

    • Initial Complaint

      Date:07/12/2023

      Type:Order Issues
      Status:
      Answered
      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 bought this insurance while I still had warranty from my other insurance. I filled out the cancellation form they sent me. I have been waiting ever since and months have gone by without receiving any refund. I called many times and I keep getting the run around about my refund. They still dont know when they are going to send me my refund. I feel they are not going to send me my refund.

      Business Response

      Date: 07/14/2023

      Thank you for bring this to our attention. A manager has reached out to the consumer about the refund. Endurance has apologized for the delay, and the refund will be sent on 7/18.

      Warm regards, 

      Endurance

    • Initial Complaint

      Date:07/12/2023

      Type:Product Issues
      Status:
      Resolved
      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 been trying to get a resolution from Endurance warranty on my claim for more than five months. They refused to honor my warranty but could not prove they had ever notified me of the need to update my warranty/mileage information. I have spoken to representatives at least two dozen times. On June 27th I indicated I would be reaching out to the *** ***************************** in an attempt to resolve this. On June 28th I received a call from Endurance stating they were refunding all of my premiums and in fact were processing the refund while I was speaking with them. I was informed to allow **** days for the check to be received. On July 10, 2023 I had not received the check and called again. I was told the check was mailed on July 4, 2023. Of course they were not open on July 4th....another stall tactic. I called today, still no check. I was told today that a check was processed on July 10th. Again, another stall tactic. Today however they informed me that they were not processing the entire refund that the "finance company" was refunding the payments received. Again, another stall tactic. Every person I speak to has a different answer. Now I am being told ***** has to process my refund.

      Business Response

      Date: 07/19/2023

      Endurance is issuing a full refund,and a manager is working with the consumer to facilitate this process. We appreciate the consumer's patience as we resolve this matter and apologize for any frustration this may have caused. 

      Kind Regards,
      Endurance Resolutions

      Customer Answer

      Date: 07/21/2023

       
      Complaint: 20309863

      I am rejecting this response because:  this is typical of the response I have gotten from them.  I have been waiting for months.  I talked to them yesterday and they could not tell me when the refund would be issued citing a new excuse that my bank account had been compromised which isn't true. I feel it is just another stall tactic.

      Sincerely,

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

      Business Response

      Date: 07/26/2023

      This week the finance company mailed out a refund check for the consumers monthly payments to the address on file. We appreciate the opportunity to address this concern. 

      Kind Regards,

      Customer Answer

      Date: 07/27/2023

       
      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,

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

    Endurance Warranty Services, L.L.C. is NOT a BBB Accredited Business.

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