Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Yes, since last August we my car has been sitting at a dealership waiting for this company to bring an adjuster down. My car sat there for 4 months before this warranty company had someone even look at my vehicle. The motor is completely blown is what ****** Matthews said. The adjuster came down and said they NEEDED THE LAST 3 OIL CHANGES AND THEY WOULD COVER ALL COST. WELL GUESS WHAT, I PROVIDED ALL DOCUMENTATION OF MAINTENANCE OF MY CAR AND OIL CHANGES. OH NOW THEIR STORY HAS CHANGED ASKING FOR A COMPLETE BREAKDOWN OF THE ***** TO SEE WHY THE ***** IS MESSED UP. THIS IS WHERE THEY THINK THEY ARE GOING TO TRY AND GET OUT OF THE WARRANTY I BOUGHT. I SWEAR I WILL GO DOWN FIGHTING AND I'LL PAY SO MUCH IN COURT BEFORE THIS COMPANY EVER TRIES TO S**** ME OVER. EVEN THE DEALERSHIP SAID THIS IS WHAT THEY DO SO IF WE TAKE THIS TO COURT..... THERE IS EVEN MORE PROOF THAT THIS COMPANY WHEEZLES OUT OF THEIR WARRANTIES. THE SERVICE MANAGER GAVE EVERY DETAIL TO MY HUSBAND SO IF THIS GOES TO COURT, I WANT EVERY RECORDED PHONE CALL FROM WARRANTY COMPANY. THIS COMPANY WILL HONOR THEIR WARRANTY OR I'LL DRAG THIS THROUGH EVERY COURT SYSTEM I POSSIBLY CAN.
Business response
02/10/2022
Upon receipt of this complaint, Endurance's Customer ********************** Manager attempted to contact ****************** in order to address her 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
01/30/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On November 5 th 2021 endurance sold me a bumper to bumper warranty on my **** F 250 supper duty ( I was told all there calls are recorded) it was explained to me the warenty could not be used for 30 days and a **** miles was added to the odometer. More than a month latter and a **** miles latter my truck was beginning to start hard. I took it to the shop of my choice like endurance told me I could. The shop called me and endurance said it needs a high pressure oil pump. Endurance then notified me and the shop they do not cover oil pumps. (Heart of the motor) I then called and spoke to a supervisor after a couple phone calls. Endurance supervisor explained there insurance adjuster wrote fuel injection pump not oil pump, and endurance said they would cover the oil pump. I explained again to th supervisor that I do not understand why if It was the fuel injection pump they wouldnt cover it. I was sold a bumper to bumper warenty on there recorded phone call. I explained to endurance that my friend ************************* ************ also called endurance after I explained to ****** Endurance was selling me a warranty on my **** **** with ****** miles. ****** then called endurance and bought a warranty on his pick up. ************************* was also told it was a bumper to bumper warranty. So Endurance told me and the shop ****************** ************************************************************************************* contact ****., that due to metal in the oil that ****************** found, that now Endurance was going to deny the claim a second time. Endurance stating that metal in the oil made endurance believe this ment the oil pump failure was pre existing. I was promised by Art endurance supervisor he would research and contact me. I then provided receipt for all the oil and filters I bought after buying the warenty and then I changed the oil. So no possible way could the oil pump failure was until after the purchase of the warenty but after the later oil change Thank you *********************Business response
02/10/2022
Upon receipt of the complaint, ***************** performed a review of Mr. ******** claim. After review, the high-pressure oil pump has been authorized in the amount of $1,813.06.
Endurance is sorry for the frustration this has caused the consumer and is committed to the highest level of customer satisfaction.Customer response
02/14/2022
Complaint: 16690678
I am rejecting this response because:the mechanic shop is charging $3600.00 to replace the oil pump not $**** that endurance is putting forward. They told me on a recorded line what ever shop I took it to that was certified they would pay the cost. Theres is no legitimate mechanic shop that will replace an oil pump in a vehicle such as mine for **** they further said they would give me a rental car the truck has been in the shop over three weeks and I have not got a rental car I asked for one and they told me it would be 18 no sorry $14 a day out of my pocket this is not the warranty they sold me they sold me a bumper to bumper warranty on a recorded line and they are only offering to pay $**** of a $3600 **** this is fraud thank you *********************
Sincerely,
*********************Business response
02/18/2022
The authorized amount for the repair was provided according to contract terms and conditions, which state
Administrator agrees to provide payment or reimbursement for Covered Repairs, less any Deductible, in accordance with the terms and provisions contained in this Contract. 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.
Endurance is sorry for the frustration that this has caused the consumer and is committed to the highest level of customer satisfaction.
Initial Complaint
01/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I paid them $200 something today. When I went to get my car serviced. The service **** said I must wait 48 hrs. I called to speak to a supervisor and was on hold for 45 minues and 28 seconds, but nobody came to the phone. They had no intention of speaking to me. I am still waiting for a call back. I would like to cancel the policy and be reimbursed for the 2014 chrysler policy and the 2015 Chrysler 300. I will take my business elsewhere.Business response
02/07/2022
Upon receipt of this complaint, a manager from Endurance reached out to ******************. At this time, Endurance and ****************** are working towards a mutually beneficial resolution.Initial Complaint
01/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My daughter's car has warranty with this company under my name. She came home from college to visit me for the holidays. The day after she returned back to school her car began to pull. She called me while she was still in the vehicle asking what to do. I advised her to stop driving the vehicle and take it to the mechanic. She stopped driving the car and took it to the mechanic the next day.Upon inspection it was determined that her vehicle was leaking power steering fluid which dried out the power steering components drying out the reservoir causing metal shavings to enter the system and cause further damage. Endurance is stating this 3 sentence reports proves my daughter continued to operate the vehicle knowing there was an issue and are now denying the claim for repairs. After confirming with the service advisor how we could have known there was an issue with the vehicle we were advised 1. You would have seen a leak but in my daughter's case this would not have been true because all the fluid has collected under the vehicle. They can see the fluid stuck and built up under the vehicle so there would not have been any pooling and if there was it would have been minimal which would not have alerted anyone to a leak.2. A dashboard indicator would have come on. The mechanic confirmed she has no indicator on her dash board 3. There would be a whining noise. The mechanic confirmed she does not have a whining sound coming from the car. The whining would only have occurred if the power steering pump was working but if it was not, there would have been no noise which is confirmed the power steering pump is out.The supervisor ******* I spoke to at Endurance is stating that failure to notice a leak is not an excuse to continue operating the vehicle. I am not disputing there was a leak but if the leak has accumulated under the vehicle and not dropped to the ground There was no way to alert the driver of an issue. No due diligence is being done by Endurance.Business response
02/05/2022
On 1/19, a claim was filed under this contract by San *************************. The shop reported that the consumer drove the vehicle in to their facility on 1/17, with a chief complaint was a grinding noise when turning left or right. The shop reported that the power steering lines were leaking and leaked long enough to starve the system of fluid and cause further damage.
Per the consumers complaint, a pull in the steering was noticed at least a day prior to entering the repair facility. In addition, the consumers complaint to the repair shop was a grinding noise.With knowledge of both the pulling and the grinding noise, the vehicle was operated, at a minimum, the distance between where the issue was first noticed and the repair facility rather than being towed. The consumer has a responsibility to protect the vehicle under the contract terms, which state
If Your Vehicle incurs a Breakdown, You must take the following steps to file a claim:
1. Prevent Further Damage Take immediate action to prevent further damage to Your Vehicle. This Contract will not cover the damage caused by continued operation or by not securing a timely repair of the failed component.
Damage due to continued operation is excluded under the contract terms, which state that coverage is not provided for 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
Please be advised, all Endurance contracts contain complimentary roadside assistance benefits, including 24/7 towing,to avoid any need to operate a vehicle with a known failure.
Endurance subsequently issued authorization for the original cause of failure, the power steering lines, in the amount of $640.39. Endurance will submit payment for the steering line repair upon its completion.Initial Complaint
01/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a used vehicle (2011 ****** Camry) on June 4, 2020 and contracted with Endurance to provide an extended warranty on October 13, 202 for $97.27 per month which I have been paying every month for the past 15 months. I contacted Endurance on Monday January 24th, 2021 because my vehicle required servicing. The mechanic that was speaking with Endurance advised that they would not cover the repair (alternator) because the *** and model number that Endurance has did not match my vehicle. I contacted Endurance my self and advised them I have not had another vehicle except for this one in more than 10 years, and noted that the mileage I gave them matched what was on my vehicle at the time of the contract, but I have no idea where they obtained the model and *** number they have. I told them this was an administrative error on their part, but they said they could not cover the repair because the numbers don't match. The representative would not let me speak to a manager or someone who is a final decision maker. They would either place me on hold, or call me back making a ridiculous offer of a credit toward a new warranty contract with the corrected Model and *** number. I have already paid them in excess of $1,400.00 for the existing contract, so a $500.00 credit toward a new contract is unacceptable. I need my car because I am an essential worker who cannot work remotely. The cost for repair is a little less than $990.00 before my $100.00 deductible, and they wouldn't consider correcting their records so the claim could be covered. I have the title to my vehicle and proof that I have been faithfully paying monthly for this contract.Business response
02/10/2022
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 ************.Customer response
02/17/2022
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
01/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This company refused to service my vehicle because of inaccurate mileage that was reported on Carfax. I presented this business as well as Carfax with receipts of all the work done with the mileages. Carfax corrected the mistake and entered the right mileage. After this was done, Endurance REFUSED to honor the new mileage that was put on the Carfax website and continued to harass me about why it was corrected, passed me around to several departments, tried to get me to start a new contract so they wouldnt have to fix the car and and accused me of having an agreement with Carfax to change the mileage. I had to go to the BBB, the attorney general as well as my own personal attorney just to get them to fix the car that they now had absolutely no reason not to fix. This was solely about not wanting to pay what they were contracted to pay to fix the car. In spite of the automatic withdrawals they were receiving every month. This unethical, harassing business practice HAS TO STOP!!! I need them to honor what is now on Carfax, just as they did when they refused to fix the car when the mileage was incorrect. Now that the site has corrected it, honor that and fix the vehicle as contracted. There is no more reason to deny this claim.Business response
02/07/2022
Upon receiving this complaint, a Manager from Endurance reached out to **************, explained the denial, and offered the consumer a resolution. ************** indicated his satisfaction with the result. Endurance appreciates the consumer's cooperation in determining a mutually beneficial resolution.Endurance is sorry for the frustration this has caused the consumer and is committed to the highest level of customer satisfaction.
Customer response
02/09/2022
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
01/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have purchased an extended warranty policy for my vehicle and the policy covers my vehicle for 60months ******* miles on 10/18/21. The adjuster came out to the repair shop and said this was a valid claim and submitted the claim to Endurance Dealer Services and was approved. Then on Friday 1/14/22 after complete disassembly, the mechanics found another problem. The adjuster came back on 1/18/22 and took pictures of the transmission mating connection for the transfer case. He said that the transfer case that was approved has caused damage to the transmission and both need to be replaced. I went to visit the mechanic to take my own pictures and the entire claim has been denied saying rust and corrosion is not covered. There is no evidence of rust in the area that is damaged. I have pictures that show rust on the axle shaft on the outside before it goes into the damaged transfer case then showing the damaged splines on the transfer case. The splines only engage into the transmission for half the distance of the part and if there were rust in the area the splines that do not interface with anything would be covered in rust and the entire length of the shaft that goes thru the transfer case would also be covered in rust. My car is currently sitting fully disassembled at ******* **********, ** ************. **** is the lead mechanic that has also tried to talk to Endurance but now I feel I am being denied claim for no other reason then they dont want to pay.Describe what you would consider to be a fair resolution to your complaint For them to cover the cost of all parts/ labor of the damaged parts as outlined in the contract. ***** *** reman transfer case unit and required parts along with ***** Reman Transmission and related parts to complete reassembly of the vehicle in full working condition.I have called many times and been left messages and hung up on. I was able to talk with ****** who let me send in photos for the adjuster to view, waiting to hearBusiness response
02/11/2022
Upon receipt of this complaint, a Manager from Endurance reached out to **********************. At this time, Endurance and ********************* are working towards a mutually beneficial resolution.
Endurance is sorry for the frustration this has caused the consumer and is committed to the highest level of customer satisfaction.Business response
02/16/2022
An agreement has since been reached with **********************. Endurance appreciates the opportunity to resolve this matter amicably.Customer response
02/23/2022
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
01/24/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I keep receiving deceptive mailings from this company Endurance. I want to removed from their mailing list and I want my information put on their do not sell and do not solicit list.Business response
02/05/2022
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
We are sorry for the frustration that Endurance's mail piece caused the consumer, and as a result of the consumer's complaint, our company placed the consumer on our internal "Do Not Mail" database to ensure that they do not receive any future direct mail advertisements from our company. Please allow up to 10 business days to process this request. The consumer may still receive additional mail pieces sent during the processing time.Initial Complaint
01/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have purchased 2 warranty contracts with Endurance with the highest level of coverage on 05/01/2021. One for my 2014 Chrysler Town and Country and the other for 2015 VW Passat. The issue that I am writing about belongs to the Chrysler's contract: on 05/01/2021, the reading on the odometer was ***** miles. My monthly payments have been on autopay since. I took the car to the dealership for repairs for the first time under this contract in December 2021, and got denied. I contacted Endurance to find out the reason, I was told due to mileage discrepancy reported by Carfax. It showed that I had an oil change at Take 5 on 05/07/2021 ( 6 days after start of the contract) and mileage reported was ***** ( how could it be that 6 days later the mileage was **** miles less, therefore they denied the claim). I was only made aware of this early January. I happened to have the original invoice with the actual mileage when the engine oil was changed on 05/01/2021, showing an actual mileage of *****. Endurance refused on the basis that Carfax still shows the incorrect mileage of *****. I have corresponded with ***************** center and provided them the required documentation to make the correction. Now that the Carfax record has been corrected and no other record exists with the incorrect mileage, Endurance continues to deny the claim and want to re-write the contract at a higher price and won't cover the current work required because it would be considered a pre existing condition. I absolutely need your help on this since it is utterly unfair.Business response
02/04/2022
A Manager reached out to ************ and discussed the details of the claim outcome. In the interest of customer **********************, the Manager is working towards a mutually beneficial resolution with the consumer at this time. Endurance is sorry for the delay and frustration this has caused the consumer and is committed to the highest level of customer satisfaction.Initial Complaint
01/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been paying into this extended warranty for a few years now, and have never had to use it until now. I needed some repairs done to my vehicle, and this company did not follow through with their guarantee to provide coverage for the repairs. I then called this company and had to deal with rude representatives who could not explain to me why my repairs would not be covered. One of the representatives presented as racially insensitive, and unapologetic in his approach. I then attempted to contact the company again, and was unable to reach any of their representatives. This is unprofessional behavior. This company has proven themselves to be unreliable and overtly disrespectful to their customers. Someone needs to be held accountable for this behavior, as I am sure I am not the only customer who has dealt with their incompetence and disrespect. I would like to warn other consumers to consider alternatives to this company, as they are not living up to their guarantees that are provided during initial contact. It should also be noted that I have paid them upwards of about $2,000 in monthly warranty payments, and this is my first time making a claim. I still have little understanding of why they denied this claim, and they seem to have very little understanding themselves. I am disappointed to see a company run so sloppily. The experience of the consumer does not matter to them, and there needs to be consequences.Business response
02/02/2022
Upon receiving this complaint, a Manager from Endurance reached out to ****************, explained the denial in full detail, and offered the consumer a resolution. **************** indicated his satisfaction with the result. Endurance appreciates the consumer's cooperation in determining a mutually beneficial resolution.
Endurance is sorry for the frustration this has caused the consumer and is committed to the highest level of customer satisfaction.
Customer response
02/09/2022
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,
*************************
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.