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Complaint Details
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Initial Complaint
05/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchased a 2010 ******* ******* last summer. On February 27, 2022 I made a call to enquire about an Endurance coverage policy and ultimately settled on purchasing this policy on March, 2, three days later. The initial call was made while I was sitting in a different family vehicle and I informed *** that I was not sure of the exact mileage of the vehicle in question but thought it was around ****** which is what she wrote into the contract. Two days later when the contract was finalized I asked specifically if the ******* needed to be inspected or a photo of the odometer needed submission to complete the policy and I was told no, it was not needed. Fast forward six weeks later and a check engine light came on. The ******* dealership has informed me that it is a timing issue and will require an engine out repair to the tune of about $8K. A claim was filed by ********************* (who promotes the use of Endurance in their dealership) but was denied because they state a recent CarFax record dtd. 2/27/22 (when the car was initially brought in for an oil change) showed the milage to infect be 50, 993mi, 443 miles more than my initially reported start mileage. Despite the fact that over four weeks and **** miles have been added to the car, per their warranty coverage requirement, they are refusing to cover the costs of the repair as well as refusing to reimburse me the money spent on the policy thus far. The ****************************************************** a single day as February 27, 2022 is both the day the car was into ******* for the oil change (and where I first learned of Endurance, which is the CarFax report Endurance is referring to) as well as the day I called to initiate the policy. At this point, Im being offered stopping all payments as the only resolution.
Business response
06/08/2022
Thank you for bringing the customer's concerns to our attention. In an effort to assist, a Manager from Endurance contacted the customer to address his concerns. Currently, Endurance is requesting additional service documentation from the customer for Management to review.
Best Regards,
Endurance ResolutionsCustomer response
06/09/2022
Complaint: 17295103
I am rejecting this response because: The documentation requested only serves to identify the service date for which endurance already has a Carfax mileage report. It does nothing to clarify the situation. In my opinion, it is just obfuscation of the fact that the initial two phone calls during which I initiated the policy were misleading. I have requested those phone calls, which according to their service are recorded, to be accessed and reviewed. Thus far after three weeks and over a half a dozen service members contacting me, no one has pulled those phone calls to review the initial conversations. This is not a close matter and the actual problem has yet to be addressed.
Sincerely,
*********************************Business response
06/17/2022
Thank you for forwarding the consumers concerns.
On 3/2/22, the consumer purchased a vehicle service contract. At the time of sale, the consumer reported the vehicles mileage to Endurance as 50,500.A claim was filed under the contract on 5/24/22. As part of the claims process, Endurance obtained a vehicle history report. The report showed a mileage reading of ****** reported on 2/27/22, causing a conflict with the mileage reported at the time of sale. The claim was excluded by the contract terms, which state that coverage cannot be provided
I.if the information provided by You, or the Licensed Repair Facility cannot be verified as accurate
To ensure that the consumer could maintain coverage, Endurance offered to rewrite the contract with the known current mileage. The consumer declined.Upon receipt of this complaint, a manager from Endurance contacted the consumer and provided an explanation of the claim determination. In the interest of customer **********************, the manager offered a full refund of the contract payments.The consumer declined at that time.
At this time, the contract is suspended pending the consumers decision to rewrite, receive a pro-rata refund, or receive a full refund. The consumer may contact the manager at ************.Regards,
Endurance ResolutionsCustomer response
06/21/2022
Complaint: 17295103
I am rejecting this response because: unfortunately, this seems fairly typical of prior complaints. The last individual to contact me, *********************, did not offer me a full refund of the policy. Any claims that this was done either represents very poor internal communication or a bold face lie. The last email I received from this individual said he was doing his best to try to convince his boss(es) that a refund was an option. In addition to this, I expressed to him specifically that I was not interested in a refund, but rather was interested in Endurance keeping their end of the agreement and paying for the repairs on the car as they are covered by the policy. I have asked multiple (more than five) representatives to pull the recorded conversation at the time of policy initiation to review the Endurance representatives instructions to me regarding the accurate mileage. It is been over six weeks now and they have yet to be able to do that as I am certain it would show that I was told the mileage reported was close enough. The tactics used by this company are disgraceful. In the notes of all prior conversations are extra pieces that were never discussed such as my desire to cancel the policy, or my willingness to except a rewrite. I have declined rewrites and policy refunds as they would either renter the current repairs as prior damage and make them in eligible for coverage, or return to me amounts in the hundreds of dollars voice the repairs needed which are in the thousands of dollars. At this juncture I cannot get any representatives to discuss this case with me on the phone or answer my emails because of the ongoing involvement with the Better Business Bureau Which seems counter intuitive and very counterproductive. At this point theyre holding me hostage by either keeping my money in refusal to pay or leaving me stranded with a car that needs repairs because no other company will now cover it as it would be considered prior issues. This seems to be the tactic often used by this company if prior complaints are to be trusted.
Sincerely,
*********************************Initial Complaint
05/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased an extended warranty for a ******************** October of 2021 from Endurance. I had no issues with this car until May of 2022. They issued a policy on a vehicle I do not own (a *** SUV). When it came time to repair my Mustang, they declined all repairs. Additionally, I got hit with a $450 dollar diagnosis fee from the dealer. They only paid for an oil change on a policy that is worth $4,500 which was supposed to be their best policy. I essentially have committed to a $4,500 premium for an oil change reimbursement service for a car I don't even own. This company is incompetent and has no scruples. On the phone, their agents misrepresented all the coverages on this vehicle. I even gave hypothetical scenarios, including struts and shocks, and I was told these were covered. My current vehicle needs rear shocks and some other rear suspension piece. Not covered. The vehicle needs catalytic converters. Not covered. Of course nothing is covered on a non-existent *** SUV. Crazy...Resolution:I want a refund of all premiums ($1,437.03 to date).I want payment of the dealer repair **** (diagnostic fee $450).Total $1,887.03Business response
06/09/2022
Upon receipt of this complaint, Endurance's Customer ********************** Manager attempted to contact ********* in order to address his concerns. At this time we are requesting the consumer to reach out to Manager *** at ************.Customer response
06/30/2022
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,
****** CoresInitial Complaint
05/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a used vehicle and purchased a extended warranty for it. The term reads "Plan requires a mandatory 30 day waiting period from purchase date before coverage takes effect.I purchased the vehicle and warranty on 4/18/2022 and took the car to the shop on 5/18/2022 and they are denying the claim and saying it's not a complete 30 days but it clearly is. They have the expiration date as 5/18/ **** so they obviously recognize 5/18 as a complete 30 day period. The repair needed on the vehicle is over $6000 and I feel they should cover the cost. I paid $4316 for the warrantyBusiness response
06/03/2022
On 4/18/22, the consumer purchased an Apex Plus Pro vehicle service contract. Please be advised, the Apex Plus Pro has a 30-day and ****-mile waiting period, both of which must elapse before breakdowns are eligible. Any failure that first occurs before the end of this period is not eligible.On 05/18/2022, a representative from ***************** contacted Endurances claims department to file a claim for repairs. The repair facility stated that the vehicle was driven into the facility on 5/18 with reported failures to the vehicles piston rings(1,2,and 3) and spool valve. The repair facility recommended that all of the aforementioned items be replaced. As the vehicle was still within the waiting period the claim could not be authorized.
Please be advised that the contract was canceled at the consumer's request, and a refund has already been issued.
Best Regards,
Endurance ResolutionsCustomer response
06/20/2022
Complaint: 17256533
I am rejecting this response because:HelloI'm responding to your message. I provided a copy if the warranty that I purchased. The repairs should be covered. The warranty company is saying the repair is pre existing and so it's not covered.I'm stuck with a vehicle that I can't drive or afford to fix and I've only had it 2 months.Please advise on how I need to proceed to have this complaint expedited and escalated.Can someone call me.My number is ************Thank youBusiness response
06/24/2022
As stated in the previous response the vehicle was still within the waiting period and the claim could not be authorized. The contract was canceled at the request of the consumer, and a refund has already been issued.Customer response
06/29/2022
Complaint: 17256533
I am rejecting this response because: The business is saying "The vehicle was still within the waiting period of 30 days so the claim could not be authorized" This is inaccurate. If you look at the previously attached contract, the contract clearly shows it was purchased and effective on 4-18-2022. I took the vehicle into the dealership for repairs on 5-18-2022. So if you count the days from the effective date 4-18-22 to 5-18-22 it equals 31 days which is outside of the 30 day waiting period.The vehicle needs a major engine repair that costs around $6000 according to the ***** dealership. I haven't received a refund for the cancelled warranty and want Endurance to adhere to the warranty and cover the repairs of my vehicle.
Sincerely,
******* FavoriteInitial Complaint
05/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been paying 104 a month since last February of 2021. I had a problem with my truck and called endurance in Jan or February of 2022 and told them of my problem and asked if it's covered. I was told it was covered. And to take it to any certified mechanic This problem disappeared for a while and came back I took my truck to s and s repair and now they insurance will not cover it. When I bought the policy I had not taken possession as the dealer was fixing a problem with the def system. The truck was delivered to me several days later. I stated tothe insurance sales man that the mileage i have is what I remember from the test drive the truck was in lake city being repaired and I would not have it for a few more days. He said just give me what you remember but the coverage is not good for **** mile and I month. It seems I was off 200 miles from what the dealership reported I don't know when they recorded the mileage it cod have been after delivery .I and well just found out that after all this time and all of the premiums I have paid they will not cover the turbo. I had been told they would.Business response
06/02/2022
Thank you for bringing this to our attention. Upon receipt of the complaint, Endurance Management reopened the claim for review. Endurance appreciates ******************** patience as we complete this process.
Best Regards,
Endurance Resolutions
Customer response
06/06/2022
Complaint: 17260846
I am rejecting this response because: this is under review with endurance and the action is not complete
Sincerely,
*******************************Business response
06/14/2022
On 2/24/2021, ******************** contacted Endurance and purchased a service contract. The vehicles mileage at that time was recorded as 138,250.
On 5/26/22, a claim was filed under the contract. As part of the normal claims process, a vehicle history report was acquired, which showed a reading of ******* miles on 2/20/21.As the actual mileage of the vehicle at the time of sale cannot be determined,the claim could not be authorized.
The consumers contract states that the Contract shall be invalidated if there has been an inaccuracy, tampering or alteration to the odometer mileage of the Vehicle so that the Vehicles true and actual mileage is not shown on the odometer or cannot be determined.
Due to the invalidated contract, Endurance will be providing a full refund to the consumer. A manager from Endurance has contacted the consumer to facilitate the refund.
Best Regards,
Endurance Resolutions
Customer response
06/15/2022
Complaint: 17260846
I am rejecting this response because:
Sincerely,
*******************************Initial Complaint
05/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Endurance Warranty Services LLC April 6, 2022 initial down payment $237.65 for a 5 year ******* mile warranty covering engine and drivetrain, electrical,May 6, 2022 monthly payment of $125.43 was deducted as planned May 19, 2022 my 2008 ******** **** E350 4matic was brought in to the dealership for a diagnostic due to oil light would come on and smoking at idle which I let endurance know and they said go right ahead and let the service advisor know your policy number and the endurance phone number. A week has gone by I am driving the loaner car from the dealership and as of 5/25/2022 the manager at Endurance said that my car needs an Engine replacement , Alternator and since there was a mileage discrepancy that my policy is void due to my breach in the contract. I have printed out my carfax I bought my ******** used with ******* miles as of today it has ******* miles I feel like I'm being burned due to false advertisement I would of purchased an extended warranty elsewhere I am a dental assistant I know nothing about cars that's why I went through endurance to have peace of mind. I would like for Endurance to fix my 2008 ******** **** e350 like they promised ,cover my loaner car underlined in the contract and I'll pay my deductible.Business response
06/03/2022
On 4/5/2022, **************** purchased a service contract and reported the vehicles mileage at that time as 202,000.
On 5/19, a claim was filed under the contract. As part of the normal claims process, a vehicle history report was acquired, which showed a reading of ******* miles on 11/17/2021. As the actual mileage of the vehicle at the time of sale cannot be determined, the claim could not be authorized.
The consumers contract states that the Contract shall be invalidated if there has been an inaccuracy, tampering or alteration to the odometer mileage of the Vehicle so that the Vehicles true and actual mileage is not shown on the odometer or cannot be determined.
Due to the invalidated contract, Endurance will be providing a full refund to the consumer. A Manager from Endurance has contacted the consumer to facilitate the refund.
Best Regards,
Endurance Resolutions
Customer response
06/08/2022
Complaint: 17255726
I am rejecting this response because:Hello, I received a email saying that endurance would refund my money. They had the dealership perform diagnostic work and the dealership provided me with a complementary loaner vehicle for three days then $30 a day. Endurance asked for the work to be done and for the loaner so they should pay for it as well. Thank you
Sincerely,
***************************Business response
06/14/2022
A manager from Endurance reached out to **************** regarding her request for additional reimbursement. As the contract was invalidated due to a mileage discrepancy, any work performed on the vehicle, including diagnostics, is not eligible for reimbursement. In the interest of customer **********************, the manager offered a goodwill resolution to **************** regarding the rental fee. At this time, Endurance is awaiting confirmation from the consumer.
Best Regards,
Endurance Resolutions
Initial Complaint
05/24/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I cancelled my agreement with Endurance within the 30 days that you are promised a full refund but have not received it. I have made several attempts to contact them and cannot get a response. I even had an attorney write them and still no results, response or refund.Business response
06/01/2022
After receiving this complaint, an Endurance Manager contacted the consumer and resolved the situation.
Best Regards,
Endurance Resolutions
Customer response
06/03/2022
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,
***************************As long as they follow through with the proposed refund amount noted in the attached file and send the check everything will be fine. If not, I will be forced to file another complaint with BBB.
***************************
Initial Complaint
05/24/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
When purchasing my policy I was asked to quote my approximate mileage. At the time I provided my estimated mileage I owned multiple vehicles. One of which had ***** miles on it. I provided that number as that was the number that came to mind at the time. The rep advised that was ok as it was just an estimated amount and not the physical. We proceeded with the quote and I purchased the policy. I then received an email providing my policy number, waiting period and payment amount which advised my policy contract would be sent in a different email. I also received an email with log in info for the payment portal. I however, never received a copy of my contract. After my waiting period had ended I unfortunately had a car issue in which I took my car to the shop. My claim was then denied as the mileage did not match the policy. They advised me they had on file that there was an odometer roll back, which we proved was incorrect. I was then told they could fix the mileage on the policy for the claim and all would be well, and I would be contacted the next morning when this was completed. I ended up having to call then next day for an update. I was then told the claim was being denied and that the only way they could correct my policy is by doing a completely new policy with a new down payment and waiting period as they could not correct the mileage on the current policy and that the time period to correct the mileage had expired. I was never informed that the correct mileage had to be provided within 30 days of the quote nor was i ever provided a copy of my contract with the company. Their basis for denying the claim was the incorrect mileage at the time of the quote.Business response
06/03/2022
Thank you for forwarding the consumers concerns. On 6/1, A Manager from Endurance spoke with the consumer, resolving the matter to their content. We appreciate the opportunity to assist the consumer.
Kind Regards,
Endurance Resolutions
Customer response
06/08/2022
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
05/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
In December 2020, I purchased an extended car warranty from Endurance Car Warranties. On May 12, 2022, I was having power steering issues. On May 12, 2022, I called Endurance and spoke to ****** who stated that power steering was covered and that I was going through the correct channels in order to file a claim and they would be waiting to hear from the mechanic. I made an appointment with a reputable, licensed and certified mechanic, which is required, to drop off my vehicle on May 16, 2022. The mechanic performed diagnostics and determined I needed a power steering pump. On May 18, 2022, I was notified by the mechanic that Endurance was sending out an inspector, which would take another 24 to 48 hours to determine if the claim will be accepted. May 20, 2022, an inspector still has not inspected my car. On May 23, 2022, I was informed by Endurance that my claim was denied because I modified the tires. I explained I bought the car from a dealer that way and never modified the tires. I was never informed when I signed up for the contract about modifications, especially tires. Upon reading the contract after I was denied, it states they will not pay for any alterations made to YOUR vehicle such as tire size. The alterations were made before I bought it from the dealer, therefore it wasnt MY vehicle at that time. Being that I did not modify the car, this denial is unjustified. I called again and asked for a manager but was told I could not speak with a manager. I also called Endurance back to obtain a written copy of my claim denial. I was informed by *********************************** that she will not provide me a written copy, and I am not authorized to obtain one. I also went to the BMW mechanic, and he stated that tire size will in NO way affect power steering. This seems like some shoddy business practices to deny me speaking to a manager and deny me a copy of the denial claim. I honored my side of the contract, I demand they do the same and pay for the repairs.Business response
06/02/2022
Thank you for forwarding the consumers concerns. On 6/1, A Manager from Endurance spoke with the consumer and resolved the matter to their content. We appreciate the opportunity to assist the consumer.
Kind Regards,
Endurance Resolutions
Customer response
06/09/2022
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
05/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On September 8, 2020 I purchased a Secure Plus bumper to bumper power train warranty for my 2012 *** X6, from ***********************. I asked for the best full coverage bumper to bumper warranty and **************** sent me Contract EVPU6001741 and was told this would cover everything for the life of the car and that the warranty was also transferable should I sell the car. Never was I told there was a specific allowance for the car and that that allowance was $13,125. I did not sign up for an allowance I signed up for a warranty. In March, 2022 my vehicle was towed to the *** service. The motor was dead. Endurance was contacted and Endurance responded to the service manager that my allowance is only $13,125 for the car and they told the service manager that after the service is completed my contract will be terminated because my allowance was used up. I had my car towed to another *** service company (Synchro) for a second opinion, they called Endurance who repeated the same thing again that my allowance was only $13,125.00 and after the service was completed my contract with Endurance was terminated because I maxxed my allowance. Car rental service was also requested for me and that was also denied by Endurance because once again, Endurance stated that my allowance was capped. I had to pay $5,000 out of pocket to get my car up and running again as well as car rental, and towing fees because Endurance Warranty refused to honor the contract. The parts they should have covered to get my car running they flat out refused and they NEVER said my allowance was $13,125 and I was never told that my contract would be terminated because of an allowance used up. Endurance Warranty is not a company that can handle luxury cars. I want my $5,000 refund and the money I paid for car rental and towing.If you have a luxury car, RUN like h*** from Endurance Warranty.Business response
06/02/2022
Ms.Whittingtons service contract has an aggregate limit of liability, which is the maximum that can be paid out under the contract. The limit of liability is provided in contract section VII., which states, The aggregate limit of liability shall be the lesser of, the average trade-in value of the Vehicle as provided by the NADA ****** or the purchase price of the Vehicle as provided by a **** of Sale.
Prior to this complaint, a claim was authorized up to the limit of liability amount of $13,125.00. As the contract reached its limit of liability, additional benefits could not be paid. We appreciate the opportunity to address this concern.
Best Regards,
Endurance Resolutions
Initial Complaint
05/24/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
This company misrepresented themselves in the service they offered...they offered via phone a complete vehicle service warranty and when they emailed me my benefits it includes a very overpriced road side assistance plan. I already have that coverage through my auto insurance. I have made several attempts to contact them via phone as well as email to no avail. I set up a dispute for charges of $80 and $20 which were made to my credit card on 4/29/2022 as well as a charge for $157.71 that was charged on 5/13/2022. I canceled that account and will be getting a new card and account number issued at an expense of $29.99 which I am willing to pay for expedited service. This company is bogus and the information they provided when they solicited me was overstated and not the actual coverage they said I would get. I am reporting them as both scam and an aggregiously overstated operation. Thank you for your attention to this matter.Business response
06/01/2022
Upon receipt of this complaint, Endurance's Customer ********************** Manager attempted to contact ******************** in order to address her concerns.
At this time, the consumer has charged back payments made to Endurance. If ******************** requires further assistance, we ask that she contact Manager *** at ************.
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