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Complaint Details
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Initial Complaint
04/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
March 1, **** purchased "Endurance Advantage Prime" plan using military veteran discount for 2013 ****** Pathfinder. I informed Endurance via telephone the mileage, and it was recorded wrong. The warranty would not go into effect until 30 days AND **** miles. ** so happens, April 6th 2022, the *** transmission and other components caused the vehicle to be undrivable. It would not even enter any selected gear. Under policy, had the vehicle towed to the nearest repair shop. The ****** Service Center conducted a detailed inspection, and the list arrived to $9.4 thousand. Upon providing the Enduance Warranty company information to the repair shop, the service point of contact could leave a voicemail. After two days, no response until I reached out to Enduarnce Claims to have the two entities communicate. After another 24 hours, the service technician informed me that the warranty claim was denied to mileage not meeting the terms of the policy. Confused, I spoke with Endurance customer **********************, whom informed me due to not reaching **** miles they denied the claim. ** to why, I discovered they did not record the initial mileage correctly, and the Endurance agent would not believe in over 30 days I had driven that much mileage. I asked to have it corrected nonetheless. However, that would reset the clock of 30 days on the warranty AND list the transmission as a pre-existing condition. Which became a devil's catch-twenty-two. If the vehicle is immovable to a failed transmission, exactly how is it to meet the **** miles stipulation? Endurance solution - cancel my policy and pay out-of-pocket, prorate a rebate. I am a disabled veteran who supports my spouse's home business. If they simply understood the situation and upheld the warranty, with the exception of the mileage, I would be satisfied and promote this business.
Business response
04/26/2022
Thank you for bringing this to our attention. In response to the consumers request seen above, Endurance has resolved the matter to their content. We appreciate the opportunity to assist the consumer.
Best Regards,
Endurance Resolutions
Initial Complaint
04/16/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
On 4-13-22 I took my 2014 Corvette stingray to a Chevrolet dealership service department. Due rear noise when I turn the steering wheel. After technician review the rear differential was leaking oil and it is locking up. I was informed the differential needs replacement. They contacted Endurance to get approval for the repair. Endurance said they will need to send an adjuster to investigate. This after being informed the cost of the repair will be $5,700. Endurance then denied the claim. Their reason was due to abuse and saw evidence of tire burnt out rubber tires in the wheel well, Since I just renewed my warranty with them on November 2021. It exceeded the cost of my warranty contract of $3,700. Also Endurance informed me the only way they will consider looking at my vehicle again is if the Machanic shows there were no signs of abuse ie. doing burnouts. After the Machanic called them, endurance would not change their decision of denying the claim. Please let me know if you could be of assistance. My claim number with Endurance is #CL10635470Business response
04/25/2022
Upon receipt of this complaint, Endurance's Customer ********************** Manager attempted to contact ********** in order to address his concerns, and to determine the appropriate resolution for the consumer. At this time we are requesting the consumer to reach out to Manager *** at ************.Initial Complaint
04/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This is pertaining to Endurance Extended Warenty LLC. I purchased a policy with this company ensuring that they covered my vehicle, they assured me that they do cover lifted vehicles within specifications. My vehicle met all specifications, all modifications was done by the ***** dealership when purchased new by me. I dropped off my vehicle at AN AAMCO automotive repair shop April 1, 2022 due to a strange noise, they determined it was the rear end/ differential. After being told that Endurance was sending an inspector to look at it, and it would be 24 to 48 hours, it took a week for the inspection to happen, and another week for the results. On the 14 of April I call to find out the status and they said my claim was rejected, when I asked why, the inspector reports you have a 7 lift I replied I dont, and that the ***** dealership put a 6 lift on my truck to stay within Warrenty. They asked for the AAMCO mechanic to take measurements with a ruler and take pictures so they did. Today the 15 April 2022, I called to get an update due to many fact that the inspection report was inaccurate, they said your clam in still denied due to a 4 inch lift, I replied that in my policy this company assured me I was covered with a 6 inch lift, then they changed to another reason that my tires were too big, I referred them to my contract and the placard on the truck stating the size the dealership put on it, then they changed the reason of denial to the lift in the back is 6.5 I Informed them that the mechanic took pictures of the lifting block in the back and it was under 5. After this discussion I was transferred to a manager and she only said you have a 6.5 lift and it goes against your contract and Im transferring you to cancel your service here in which all is false, proof was sent in that made my truck compliant with their requirements. I even asked numerous times when buying the policy that they cover this type of truck, they assured me they did.Business response
04/22/2022
Thank you for bringing this to our attention. A Manager from Endurance reached out to ************ to discuss the situation. The claim is currently under review by management.Endurance appreciates ************ patience as we complete this process.
Kind Regards,
Endurance Resolutions
Initial Complaint
04/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a warranty through Endurance on August 25th 2021. I paid $211.63 down payment and then $111.70 each month thereafter. In February of this year my engine started having issues. I took my vehicle to ********************** on 2/10/22 to see if this was a recall issue, which it wasn't. I then took my vehicle to ******************* to have my engine assessed. They told me my engine needed to be replaced. I gave them my extended warranty info and a claim was filed on 2/12/22. ******************* contacted me stating the engine issue is in fact covered under my warranty plan according to my policy booklet. They told me the warranty company was requesting my last 4 oil change receipts to ensure proper vehicle maintenance. They also told me Endurance was recommending a new engine based on what their appraiser said. I obtained the receipts from the mechanic shop who does my oil changes and minor repairs - ****************. I also had one receipt from ********** during this time frame, as I was not able to get my vehicle into **************** so I took it to **********. Feb 21st all receipts were submitted to the warranty company. Endurance denied the claim right away stating the documents from **************** did not include both my license plate and vin number. I called the owner from ****************-he stated that the second page that has all info including my full vin number does not print out in Quick books when he prints receipts. He agreed to print a copy a different way so all information would be included. 2/28/22 copies of receipts were submitted including the requested information. The claim was again denied due to "altered documents" being submitted. The claim has been denied 3 times due to "failure to provide verifiable documents". I even included bank statements which proved the service was received and paid for. Endurance refuses to give me a full refund, refuses to honor the policy, refuses to provide me with written documentation stating why my claim is being denied.Business response
04/22/2022
After receiving this complaint, an Endurance manager contacted the consumer. Endurance and the consumer are currently working towards a mutually beneficial resolution.
Best Regards,
Endurance ResolutionsCustomer response
04/28/2022
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
04/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My 88 year old mother was scammed into buying auto maintenance warrantee coverage for a vehicle she no longer can drive.Business response
04/18/2022
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. On April 14, ************** contacted Endurance in response to a mailed advertisement, opted to purchase a service contract, provided payment information, and provided authorization for payments to be drafted.
On April 15, ****************** son contacted Endurance and requested cancellation of the contract. The contract was cancelled at that time and a full refund was issued to the original form of payment. The refund may take up to 7 business days to post to the consumer's account.
We appreciate the opportunity to respond to the consumer's concerns.
Initial Complaint
04/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My car was denied a repair because oil was going Thur the turbo when they broke the car down they said it was Corrosion and they were not going to cover the repair which I should not be held accountable for that I pay my warranty how am I supposed to know corrosion is inside of a turbo or whateverBusiness response
04/22/2022
On 3/31/22, a repair facility filed a claim under the contract reporting failure to the turbo, intake manifold, and throttle body. The repair facility reported that the turbo was leaking oil internally, consequentially causing damage to the intake manifold and throttle body. Endurance dispatched an independent third-party inspector to confirm the repair facilitys findings. Upon inspection review, heavy corrosion was present on the turbo outlet and bolt threads, and the turbos oil valve was stuck open due to corrosion build-up. As the turbo failed due to corrosion, the claim could not be authorized. Per contract Section X. EXCLUSIONS - WHAT IS NOT COVERED:
Coverage is not provided under this Contract:
C.For any damage and/or Breakdown resulting from collision, road hazard, fire,theft, vandalism, riot, explosion, lightning, earthquake, freezing, rust or corrosion
A Manager from Endurance has since spoken with ********** and explained the claim outcome. We appreciate the opportunity to address this concern.
Best Regards,
Endurance Resolutions
Customer response
04/22/2022
Complaint: 17028458
I am rejecting this response because we pay for a warranty on these cars how r we to Know that Corrosion is building up around the turbo first thing these warranty companies advertise is that when your engine and trans gone we have you covered that is a lie they also had them tear my car down and it was just sitting there for a week broke down I was told by a rep that she was putting in for a full refund to be told by someone else that Im not
Sincerely,
****** StreetBusiness response
04/29/2022
The contract terms, which exclude failures due to corrosion state
X.EXCLUSIONS - WHAT IS NOT COVERED:
Coverage is not provided under this Contract:
C.For any damage and/or Breakdown resulting from collision, road hazard, fire,theft, vandalism, riot, explosion, lightning, earthquake, freezing, rust or corrosion
Subsequent to the claim, ********** cancelled her contract. The Manager confirmed that the consumer is eligible for a pro-rata refund after the 30th day of the contract term. After calculating the refund according to the contract guidelines,Endurance found that the refund amount was negative, and no funds would be eligible for issue. We appreciate the opportunity to address this concern.
Best Regards,
Endurance Resolutions
Initial Complaint
04/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I was pressured and cohersed into purchasing a warranty plan by the sales guy. Telling me "your vehicle is covered nose to a** with this plan, except rotors" I was also promised if I hit a pot hole any damage would be covered. So I get thru the waiting period and mileage requirements and 13 days later, my trucks rattling so I'm realizing the shocks might be going, then I hit a pothole and a whole bunch more rattling starts. Tow it to shop, find out my brakes are worn, shocks n strutts need replacing and my control arms were cracked by the impact of pot hole. So they submit the claim and denied. First denial claimed I neglected maintenance. My truck is 2 owners myself and my father, I have every record of every service both maintenance and other, through a **** dealer no less... there's no maintenance neglect. So, mechanic does another dx and determines there's more wear n tear that most likely caused the issue to occur and the pot hole was the straw that broke the camels back. So submit the claim again.. denied again. I call and speak to ****** in the existing claims **** who proceeds to cut me off, tell me to cancel my policy and then sends to me oblivion without saying bye. The next rep just hangs up on me after I requested a supervisor. I've been on the phone arguing in circles being pushed off to rep after rep with no resolution. I'm now 3 days off work, now having to pay a rental out of my pocket when I pay the extra plan for it and now I can't get anybody to talk to me at endurance and a supervisor even refused to pull the sales call to prove I was told false promises and cohersed into buying.Business response
04/22/2022
Thank you for bringing this to our attention. In response to the consumers request seen above, Endurance has resolved the matter to their satisfaction. We appreciate the opportunity to assist the consumer.
Kind Regards,
Endurance Resolutions
Customer response
04/22/2022
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
04/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They gave a false advertisement they gave me every excuse in the book for them not to cover my claim the bearings in my turbo seized on my forty day and **** miles into my policy when the contract said it will cover 30 days and **** miles after I got my policy I was next to the owner of the shop when he called to do the claim and said the bearing seized on my turbo that means my policy should covered it claims department gave us a excuse that it was the seals then that the policy had a short period of time then that I drove the truck to the shop all three excuses were lies I work day by day to pay that policy and my bills its not fare what they did to me I felt secured at first driving my truck cause I though I was covered and they just lied I got all the proofs needed and they do not care now Im stuck with a broken truck and them all good taking the money out of my account every monthBusiness response
04/21/2022
On 02/25/22, the consumer purchased an Endurance Advantage Prime vehicle service contract. The consumer reported their exact mileage as *******. Please be advised, the Advantage Prime has a 30 day and **** mile waiting period. Any failure that begins prior to the end of this waiting period is pre-existing and cannot be covered.
On 4/7/22, a representative from *********************** contacted Endurances claims department to file a claim for repairs. According to the repair facility, the vehicle was driven into the facility the day before with a reported mileage of *******. The repair facility reported failures to both turbos, stating that the turbos' internal oil seals had failed, the turbo bearings had seized, and the turbos needed to be replaced.
As the vehicle had only traveled 12 miles outside of the waiting period, both turbochargers were deemed pre-existing and could not be authorized.
On page 5 of the consumer's contract it is listed:
Pre-Existing Means a condition that within all reasonable mechanical probability relates to the mechanical condition of Your Vehicle prior to Contract issuance or prior to the expiration of the Waiting Period. Failures that occur, or begin to occur, prior to the expiration of the Waiting Period are not eligible for Coverage under this Contract.
In the interest of customer **********************, an ********************** manager contacted the consumer and offered a full refund, which the consumer declined.
Best Regards,
Endurance ResolutionsCustomer response
04/26/2022
Complaint: 17027752
I am rejecting this response because:
Sincerely,
****** Ricoim rejecting the offer for multiple reasons first reason its that they saying I drove the truck to the shop and I never drove my truck I hauled it to the shop the cameras they are as evidence .Then they came out with the excuse that it was the seals on the turbos thats a lie when the seals on turbos go bad the oil goes thrue the intake and truck starts smoking in my case that didnt happen what happen my turbo bearing got seized and lost power I know this because I was driving and I also owned several diesels in the passed 12 years so after the owner of Jj dog shop and myself explain that to them they came at me that I wasnt covered because I drove it 12 miles pass the **** mile and 30 day pass period to start making claims when I took the truck to the shop it was already on the 40 day and also **** mile so now they came with the excuse that I only drove it 12 miles pass the start period if that was the case why the contract said 30 day and ****************************************************************************************************************************************** a pre existing conditions thats why I bought a bumper to bumper under the hood insurance I also bought the best one they had for this reasons I work day by day to pay my bills and I feel what they doing its totally wrong good to take the money but not good to pay when they need to they violated every single thing from there contract with a bunch of excuses and lies I had to get a credit card to pay for my *********** want to get my money for my truck service its not fair that they take advantage of a hard working person like me with awhile bunch of lies false promises just because they got everyones money to covered themselves they have good reviews because they tell everyone to write a review when they first start there contract but how many good reviews they got from customers saying they really took care of there problemsBusiness response
05/02/2022
As stated in Endurance's previous response, the repair facility reported failures to both turbos, stating that the turbos' internal oil seals had failed, the turbo bearings had seized, and the turbos needed to be replaced. Because the vehicle had only traveled 12 miles outside of the waiting period, both turbochargers were deemed pre-existing and could not be authorized.Customer response
05/05/2022
Complaint: 17027752
I am rejecting this response because:
Sincerely,
********************* like I said if it was the internal turbo seals my truck would of been smoking in my case it didnt smoke once the turbo bearing seized my truck lost power thats how I know it wasnt the seals also the whole truck its pre existing for the reason its a used truck thats why we got endurance thinking it was goin to cover any mechanical problems now that I really needed them they brought every excuse of the book I got scammed with my moneyInitial Complaint
04/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company has deceptive practices. They made ever attempt to deny my claim, made false statements and outright lied. My claim should have been 100% covered but I paid 40% of the claim which makes no since and looking at the repair you cant even calculate what they covered and what was not covered. I spent hours on the phone with claims over 4 days of delays. They fail to disclose at the time you purchase the warranty that claims over $1500 require an inspection before they will pay. My claim was just over $1500 and at first they stated it would need to be inspected but after I called several times for an explanation they decided to just lower what they were going to pay after saying my claim was covered they just need to inspect because it was over $1500. My car was at a replicable dealership and why would they spend money to inspect if my claim is covered. Being a veteran with PTSD this was the absolute worst experience I have ever had in my life.Business response
04/22/2022
On 4/6/22, a repair facility filed a claim under the contract reporting failure to the coolant outlet pipe. The repair facility provided a list of the parts necessary to complete the repair. Of the components reported,two of the requested hoses, part# T4A1783 and C2Z26930, could not be covered,as hoses are excluded from coverage under letter D in the Exclusions section of the contract. Subsequently, Endurance authorized the claim in the amount of $1,240.02.
Upon receipt of this complaint, Management reviewed Mr. ********* claim. After review, Management determined that Endurance accurately adjudicated the consumers claim under the contract guidelines. Per contract Section III.SCOPE OF THIS AGREEMENT:
B. PAYMENT OF COVERED REPAIRS:
[] Reasonable expenses are not to exceed the manufacturers suggested retail price (MSRP) for parts, and the Licensed Repair Facilitys published hourly rate multiplied by the appropriate operation time, as published in a national labor time guide.
We appreciate the opportunity to address this concern.
Kind Regards,
Endurance Resolutions
Initial Complaint
04/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In October of 2021 i purchased a extended warranty( contract # VM30124412) along with a 2013 **** F150, 3.5 weeks ago i took said truck in to a **** dealership (******************* ************ **) because of several issues( cold start rattle, loss of power, dead miss at idle, among other issues). The certified technician states vehicle needs cam phasers, timing chain, and many other parts. Endurance requests a inspection which leads to the technician taking the cab off the the truck to access said parts, inspection happens ,pictures sent, etc... Now Endurance denies the claim on the parts saying no visible damage. You can not look at certain parts and see damage for them to be bad. Also now, im faced with paying $1500 plus to put my truck back together without it even being fixed correctly and being told basically to drive it until it destroys the entire engine. I paid over $1800 for this warranty that is basically hanging me out to dry and completely worthless at the moment. They actully make me pay to get a truck back that can not be trusted and dependable. Very bad business practices and shady. All i want and believe i deserve is my truck fixed correctly!!Business response
04/14/2022
A ******* **** representative contacted the Endurance claims department to file a repair claim. The repair shop reported failures in the transfer case, as well as the engine cam phaser and timing components, and recommended that all of the aforementioned components be replaced.
An independent third-party inspector was dispatched to verify the cause of the failure. The inspector was able to verify a transfer case failure during the inspection, but no engine cam phaser or timing component failures were demonstrated. Endurance requested additional diagnostics from the repair facility to demonstrate the failure, identify the cause of the failure, and assess the extent of damage.
At this time, no new diagnosis has been presented. If the repair facility has diagnosed a specific cause of failure, Endurance has requested that they present it for review.As the transfer case is eligible and failed in an eligible manner, the claim was authorized in the amount of $2,147.61 .
Best Regards,
Endurance ResolutionsCustomer response
04/21/2022
Complaint: 17020160
I am rejecting this response because:
Sincerely,
***************************Business response
04/28/2022
According to Endurance's previous response, there were no engine cam phaser or timing component failures. Endurance asked the repair facility for additional diagnostics to demonstrate the failure, identify the cause of the failure, and assess the extent of damage. There has been no new diagnosis presented as of yet. Endurance has requested that if the repair facility has identified a specific cause of failure, they present it for review.Customer response
04/29/2022
Complaint: 17020160
I am rejecting this response because:
Your company keeps saying give you proof of failure, we have showed you the *** 18-2305 issued directly from Ford,we have also explained any further symptoms of the problem cant be shown because of the truck being torn down, which is what you requested for inspection. Now im stuck with you refusing to follow through with an obvious claim. Who pays to put my truck back together? Ive been without a vehicle for 6 weeks already. Im being told basically to pay to put a truck back together that is not fixed, drive it until the problem destroys the engine, and leaves me stranded just to go through all the mess again. Just do the right thing and fix my truck, I paid for this service and am being denied the right to use it.Sincerely,
***************************
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