ComplaintsforEndurance Warranty Services, L.L.C.

• Initial Complaint

  01/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a repair done to my vehicle and it was approved by Endurance. I sent all pertaining documents required for a reimbursement. Employee *********************** assured me the claims department accepted my document and a check is forthcoming in 2 weeks possibly 3. Almost a month later I contacted them and employee ******************************* assured me the check will be mailed out soon. Afterwards he sent me an e mail stating that the claims department never received any document from me. So I e mailed him with copies of the document. Both ******** and ***** have not responded to my e mails. My voicemail messages were ignored as well. Very rude and unprofessional behavior from both employees.

  Customer response

  01/26/2022

  I still have not received a reimbursement check from this company.  My claim was approved on December 8 2021.  I was told possibly a maximum of 3 weeks before I receive a check.  It has now been well over 6 weeks.  And no one responded to my e mails to this day.  A very frustrating and maddening experience.

   

  

  Business response

  02/01/2022

  A Manager from Endurance reached out to Mr. ****** to confirm the reimbursement check had been issued and provided their contact information to the consumer to maintain an open line of communication in the future. Endurance apologizes for the inconvenience and frustration this has caused the consumer and is committed to the highest level of customer satisfaction.

  Customer response

  02/02/2022

   
  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

  01/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was tricked into thinking that my account was going to be canceled and that my repair claim and money were going to be paid when they were just delaying the process to make it look like I didn't pay and cancel it for nonpayment this is fraud and abuse of trust.

  

  Business response

  01/24/2022

  Please be advised that after several attempts to contact **********************, her vehicle service contract was canceled for nonpayment on 12/28/21, resulting in no refund to the consumer. In the interest of customer **********************, ********************** issued the customer a pro-rata refund check, which was mailed on January 10, 2022.A Customer ********************** Manager from Endurance attempted to contact ********************** in order to address her concerns. At this time, if the consumer has any further questions, we ask that she contact Manager *** at ************.

  Customer response

  01/26/2022

  The alleged manager never took my call as he said he was busy and would call back. My contract wasnt canceled due to non payment as yoy can see from the several emails I tried to get them to help me and to this point I have no idea what the refund amount is if the refund amount is not in accordance to the contract and the litle usage vs payment I made and the aggravation and time lost with getting what I rightfully deserve will continue with the federal route.

  

  Business response

  02/05/2022

  Endurance calculated and sent out a pro-rata refund based on the date of cancellation for non-payment, 12/23/21. Although Endurance cannot confirm receipt of the 12/14/21 email attached by the consumer to this complaint, Endurance has recalculated the refund based 12/14/21 as the date of cancellation. Endurance will send the remaining balance out to the consumer on 2/7.

  Customer response

  02/07/2022

   
  Complaint: ********
  
  I am rejecting this response because: one I requested to cancel very early way before December with multiple calls at least two months before that date.I have addressed the attorney general and will continue Federal route one for misrepresentation and second for agravation.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought an endurance warranty about one year ago. I recently had an issue with my vehicle and took it to the dealer for diagnostic testing. The testing found a faulty Transfer case assembly. The transfer case was removed and the input splines were complete stripped and the splines on the output shaft of the transmission were stripped as well not making contact causing my vehicle to not have power to the wheels. Between the dates of 11/24/21 to 12/22/21 my vehicle was at the dealer and Endurance was notified. A representative from endurance was sent to look at my vehicle. He stated because there was some rust under my car the car was not covered by my warranty. The dealer customer ********************** rep said the rust under my vehicle could not have caused the damage to my vehicle but the endurance rep said he could not cover it. Endurance does have a rust clause but it is not specific to how little or how much must be present. It seems to be an easy out to fixing vehicles. My vehicle is a 2015 Dodge Durango. My garage *************************************** **** ********* **** **.My cost ********

  

  Business response

  02/01/2022

  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

  01/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On several occasions, Endurance declined repair claims for my vehicle. On 11-1-21, Endurance declined replacement of the malfunctioning turbocharger on my vehicle, despite being covered by the warranty. The turbocharger is consuming a total of of 1 or more quarts of engine oil a week, which Endurance claims is not a malfunction. During the same visit and diagnosis, I was forced to pay for the replacement of components related to diagnosing the oil consuming turbocharger, which should have been covered (in excess of $3,000) once the faulty turbocharger was discovered. Additionally, there is an ongoing burning oil smell in the interior of the car cabin which the dealer states is coming from the turbo charger burning so much oil. I feel Endurance is in violation of their warranty agreement, as the turbocharger continues to malfunction and consume large amounts of oil.

  

  Business response

  01/28/2022

  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

  01/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a top-of-the-line automobile warranty policy from Endurance Warranty Services LLC. effective July of 2021 (Endurance Advantage with Elite Benefits policy #EADV36063981). In January of 2022 while traveling I needed a repair covered under my policy. This was my first claim, and the claim was denied on a technicality. Apparently when purchasing the coverage one of their representatives recorded the wrong original mileage, a mistake I did not catch, and so they denied based on that. The mileage discrepancy was 57 miles! *** the mistake was in THEIR favor! So, for 6 months they happily took my money (over $600 to date) but when I needed them, they used a minor technicality to deny the claim not cancel the policy or void it, just deny the claim. I then asked them to void the policy and refund all moneys paid to the origination date since according to their customer ********************** representative the policy never had any affect from the start. I was told I could cancel it without a refund or rewrite it from today's date - so in other words we screwed you but we will gladly keep taking your money! So I asked to speak with the Claims Manager who upheld the denial and was told he doesnt speak to customers. Round and round. So, they state the policy has no affect because the original mileage was erroneously notated but they still want to keep the payments they collected for a policy that has never had any affect. Its a fraud plain and simple. Textbook fraud. I know my attorneys will chew them up and spit them out but that takes time and not everyone can pursue legal action as I can. This is apparently a company that will seek out any loophole or pretense to deny a claim and then provide as little customer ********************** as possible. So, let the buyer beware.

  

  Business response

  01/31/2022

  Upon receiving this complaint, a Manager from Endurance reached out to Mr. ****** explained the denial in full detail, and offered the consumer a resolution. Mr. ***** 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.
  

  
  

• Initial Complaint

  01/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi, Ive paid endurance warranty company over $1200 for a car protection plan and they have denied my one and only claim even though the repairs are clearly listed on the expensive $3800 policy I signed up for. Please help me either get them to uphold our contract or give me every dollar I have pain them. I beg you to help because this company is a complete scam!!

  

  Business response

  02/04/2022

  The consumer purchased an Endurance Advantage Prime vehicle service contract on 12/1/21. The consumer reported their exact mileage as *******. Please be advised, the Advantage Prime has a 30 day and **** mile waiting period. Any failure that first occurs prior to the end of the waiting period is pre-existing and cannot be covered. 
  
  On 1/12/22, the consumer contacted Endurances customer *********************************************. The consumer stated that he had noticed fluid stains on his driveway for the past two days, that he had taken the vehicle to a repair facility, and asked how to file a claim. Endurance explained the process for filing a claim to the consumer. 
  
  On 01/20, a claim was filed under the contract by Wexford Street Automotive. The repair facility stated that the vehicle was driven in the previous day with a complaint of coolant leaks. The mileage was reported as *******. The radiator was reported as leaking from a seam and had formed a crust of dried coolant around the leak, and half a gallon of coolant of the 3.5-gallon capacity had leaked out. At the time the failure was first noticed, 1/10, 10 days had elapsed since the end of the waiting period. At the time of the claim, 102 miles had elapsed since the end of the waiting period. As the leak was long-term in nature as shown by the formation of dried coolant and the extent of the leak, the failure was determined to be pre-existing and could not be authorized. 
  
  The consumer contacted Endurance on 1/27 regarding the claim outcome and spoke to a manager. The consumer stated that the vehicle overheated and began to smoke while driving on the highway several days before it first entered a repair facility. The consumer drove the vehicle to a gas station where he noticed the coolant leak. The consumer stated that he filled the radiator with 2 additional gallons of coolant and drove the vehicle home, where he applied silicone sealant to the radiator. The consumer then drove to a repair facility to have the vehicle diagnosed. The consumer then removed the vehicle from the repair facility and drove it to Wexford Street Automotive. 
  
  The information provided by the consumer places the failure earlier than the odometer reporting by Wexford Street Automotive by an unknown amount of mileage driven on the highway, to the consumers home, to a repair facility, and then to another repair facility. This means that the failure first occurred less than 102 miles and no more than 10 days outside the waiting period. As this was a long-term failure that would not first occur past the end of the waiting period, the claim remained declined as pre-existing. 
  

  An Endurance Manager contacted ******************** and explained the claim denial in detail, offering the consumer a full refund, which ******************** declined. If the customer requires any additional assistance, kindly contact Manager *** at ************.
  

  Endurance is sorry for the frustration this has caused the consumer and is committed to the highest level of customer satisfaction.
  

  
  

  Customer response

  02/08/2022

   
  Complaint: 16487764
  
  I am rejecting this response because: What Endurance did not disclose is i have had a policy with Endurance since 1/5/21 contract number:EADV16018261 not 1/1/2022. I have paid them over $1300 and been denied all three claims I have filed. I even got rejected from a $50 oil change rebate and reimbursement of brake parts. They offered me a refund of $540 but I will only accept the total amount I have paid Endurance.  I upgraded my policy to cover seals and gaskets and they rewrote my policy so they could charge me $3800.  The new **** mile grace ****** started after i upgraded so had I not upgraded would i then be covered for the radiator? So they claim that ONLY in that **** without coverage could this leak have occurred?? Thats ridiculous, my jeep had NEVER leaked antifreeze, it ruptured on the highway leaked everywhere and looked like my car was on fire.  I have spent countless hours with some rude customer ********************** agents trying to convince Endurance to uphold the contract I have spent considerable amount of money on. I asked about cancelling my contract and they said i had to submit a notarized letter of cancellation to cancel my policy which seems odd.  I then called today and was told my account is in pending cancellation therefor I do not have coverage even though I am paid up through March 1 (I was told on one of my denials that my February payment was waved in leu of fixing my broken car).  How can they deny me coverage when I have paid and not submitted any type of cancellation form as of yet. I will not cancel this policy until I receive all the money that I have paid Endurance.

  As for the denials...Endurance would not provide any denial in writing. My mechanic told me he did NOT say it was a pre-existing leak, in-fact he said the opposite. I then took it to another mechanic because he said he would not deal with Endurance any longer. The new mechanic said exactly the same thing, it was an acute leak that just happened, its a 10 year old car and thats why i pay so much for the warranty! Endurance chose to warranty a salvaged 10 year old car and sometimes parts fail, they say they cover them but they then say NO its pre-existing. This company is a scam and I just want ALL my money back. They broke our contract when they have denied every claim I have submitted over the past year+ so I don't feel I should have to pay them a dollar since they certainly wont pay for a claim.

  I will provide picture of the radiator and could get a note from the mechanic if need be but what I really want is to get All my money back and never deal with this predatory company ever again.
  Sincerely,
  
  ***************************

  

  Business response

  02/11/2022

  The client obtained a new policy on December 1, 2021. The consumer's former policy's pro-rata refund was transferred to his new policy. According to Endurance's earlier statement, 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.
  

  ******************** was contacted by an Endurance Manager who explained the claim denial and offered the consumer a complete refund for his current policy, which ******************** declined. If the consumer requires any additional assistance, please contact Manager *** at ************.
  

  
  

  Customer response

  02/15/2022

   
  Complaint: 16487764
  
  I am rejecting this response because: Yes, I had a 30 day **** miles ****** where I was not covered. My car broke down on the highway about 50 days and **** miles after the contract began! It was an acute rupture/failure of my radiator and NOT a preexisting leak as Endurance conveniently claims. Why is this 30 days and **** miles such a subjective number anyways? Will you be extending my warranty more than 3 years and ******* miles since 20 days and 120 miles over the grace ****** still dont count as being coverage?? Everyone paying for this contract should know they are truly not covered.

  PLEASE PAY FOR THIS RADIATOR AS THE CONTRACT IM PAYING FOR STATES IT WOULD! Ive paid Endurance appox $1200 over the past 15 months and NEVER been paid out a claim! SCAM!

  Here is the invoice for my radiator I paid out of pocket for an item listed as covered on my contract.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  APM1600159828 is my contract number. I have tried to work with Endurance and began calling them myself and sending them paperwork as it seemed easier than waiting on the advisor at the dealership. They kept denying my claims for different reasons. Anytime I get them documents they needed they send it to someone else and then call me back later to tell me my claim was rejected. Im given no option to talk to someone and explain the situation. The main problem now is that I do my own oil changes as I am a technician at a dealership. I didnt have receipts but found the ones for my filters. They said theyd notate that i use my dealerships oil. Claim was denied. Because i didn't have reciepts for the oil. I went to my parts department and went through all the transactions to find my oil reciepts. My dealership cant charge out .4 qts of oil so since I only have 5 qts billed out instead of 5.4 qts my claim was denied. I have oil reciepts from orileys for a 5 qt jug if you want that too to make up the .4 difference for all of them. Im ready to move to arbitration if I can not get this resolved. I feel like no matter what I would do my claim would be denied because they dont want to buy me a new motor. If you really dont believe I changed the oil you could send it off for an oil analysis or just take a look at the inside of the motor. I take care of my cars maintenance, Im a technician. Either fix my car, talk to me like a person, or refund me my money, please.

  

  Business response

  02/14/2022

  Complaint ID: ********, *************************

  Endurance's Response:

  Following receipt of this complaint, an Endurance Manager contacted ******************, explaining the denial in detail and offering the consumer a resolution. ****************** expressed his delight with the outcome. Endurance values the consumer's participation in finding a mutually beneficial solution.

  Endurance regrets the inconvenience this has caused the customer and is committed to providing the best possible service.

  ---------------------------------------------------------------------------------------------------------------

   Thank you,

  Ali  |  Resolution Specialist

  TOLL FREE  ************

  "Empowering Confidence for the Road Ahead"

  Customer response

  02/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I'm happy with the resolution offered and would like to thank *** and the BBB for their time and help.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the warranty the day I bought my jeep on November 2nd. I have had issues with the jeep. Me thinking the warranty will cover some I felt I would be okay. I bought the jeep in ***** at Prestige Auto Sales. They didn't have a mechanic review the jeep. They could have fixed all these problems. The oil filter housing is bad and leaking that would have been found out by plugging in a cpu to the engine. The drive train is leaking which they cover but they went back on carfax and said they seen back in August the miles was the same as it was the day I bought it. Cars do sit on a lot which by then I realized they were looking for a way to cancel me out. Which they did. I'm waiting to see what type of refund I will get. The reps are rude and do not know anything at all. So I'm stuck paying the repairs which is unfair.

  Customer response

  01/28/2022

   
  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.

  Good Evening,

   

  Endurance Warranty  reached out to me on the 28th and we resolved the issue. I wanna say thank you for your help definitely made me feel better.

  Thank you,

                      ******** Baugher 

   

  Sent via the ******* Galaxy S21 Ultra 5G, an AT&T 5G smartphone

  

  Business response

  01/28/2022

  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.
  

  
  

• Initial Complaint

  01/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for the warranty. They called me and ask me if I would switch from carshield to their insurance. They guaranteed me they were better. I explained to them about towing campers all over the country and asked if it was commerical. they said no it was not commerical. when my truck broke down the first time they replaced the brake booster. no complaints about it being a commercial vehicle and paid the ****. when the truck broke down second time the transfer case went out and was more money then they claimed it was a commerical vechicle.But they would pay to fix it but they wanted me to pay the first $400 instead of the $100 which i said that's fine I need my truck fixed. A couple days later They reniged on that quote and refused to fix the truck They said it was a comerrical vechicle which they said it wasnt to begin with.

  

  Business response

  01/26/2022

  Upon receipt of this complaint, an internal investigation was performed into the sale and handling of the consumers contract, as well as the administration of the consumers claim. This investigation included reviewing internal notes as well as recorded calls. 
  
  On 03/03/21, the consumer purchased an Endurance Advantage Prime vehicle service contract from AutoAssure, a selling agent.? Endurance can confirm that the consumer did not disclose using the vehicle for commercial purposes at the time of the sale. 
  
  On 12/03/21, a representative from ******************* Chevrolet contacted Endurance to file a claim for repairs on Mr. ****** vehicle. As part of the normal claims process, an independent third-party inspector was sent to confirm the vehicle's condition, as well as the failures reported by the repair facility. During the inspection, the vehicle was identified as a commercial vehicle. Mr. ****** contract was not authorized for commercial use. The repair was excluded by the contract terms, which state 
  
  VIII. EXCLUSIONS WHAT IS NOT COVERED: 
  
  Q. For Commercial Use vehicles unless the appropriate Commercial Use Option is selected on the Application Page, and the appropriate surcharge has been paid, in which case only vehicles that are being used for purposes that fall within the definition of Commercial Use will be covered. 
  
  A Manager from Endurance reached out to ************** and provided an explanation of the claim outcome. In the interest of customer **********************, ********************** offered the consumer a full refund less previous claims paid, ************** declined at this time. If the consumer wishes to continue with the refund process he may contact manager, **** at ************. 
  
  

  Customer response

  03/01/2022

   
  Complaint: 16474086
  
  I am rejecting this response because:

  The guy called me and told me he did not hear that my truck was being used for commercial purposes, he wanted to have me listen to the recording when I signed up, This was the call after the sales call where I was told my truck was not commercial and i agreed to sign up. They want to play the second call when someone called back to actually enroll me. I want to hear the first sales call.   and I said no I wanted to listen to the recording where I told them I was using it to haul campers. It is what the truck is designed for, I told them this, and at the time, they said it was not commercial use and that was why is not have a commercial policy. He said  it was being used for commercial and farm use, i do not know where they got farming and so didnt apply to this policy. 

  They also said they would make the repairs if I made back payments to make it a commercial policy. I agreed to this. They then took back this offer they made me.

  They called me and the first time they called me they made many promises so I decided to switch to them, It was during this call I told them what the truck was used for and they said it was not commercial. 

  During the second call when I actually enrolled is the recording they want to play. 

  I had made an earlier claim they had processed without any questions. I dont know what is going on now.

  
  Sincerely,
  
  *********************

  

  Business response

  03/01/2022

  As stated in Endurance's previous response, Endurance can confirm,  that the consumer did not disclose using the vehicle for commercial purposes at the time of sale. ************** turned down Endurance's offer of a full refund minus any previous claims paid. If the customer has any additional questions, he can call manager *** at ************.

• Initial Complaint

  01/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Endurance Extended warranty. I purchases an en extended warranty protection plan and,my first claim got declined even though the component was a covered item under by legally binding contract due to a "mileage discrepancy" between Endurance and the **** I was able to provide the mileage I provided was correct and documented by an automotive dealership and I provided this documentation. They not only declined the claim, they then said via email that I am no longer eligible for coverage and they would not be issuing a full refund as they originally stated they would in am email to me

  

  Business response

  01/24/2022

  On 11/09/21, ********************** contacted Endurance and purchased an Advantage Preferred vehicle service contract. The consumer stated that his exact mileage on that date was ******. Please be advised, the Endurance Advantage Preferred 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 1/5/22, a representative from ********** Automall contacted the Endurance claims department to file a claim for repairs. The repair facility stated that the vehicle was driven in on that date with a mileage of ******. The repair facility reported failures to the vehicles left and right hub bearings. 
  
  As part of the normal claims process, Endurance obtained a vehicle history report for the vehicle. The history report showed odometer readings of ****** on 10/27/21 and ****** on 11/7/21. Since these conflicted with Mr. ********** reported mileage of ****** on 11/9, Endurance requested documentation to resolve the mileage issue. The mileage listings that Endurance has on record are listed as: 
  

  10/27/21 - ******   ********************* on history report 

  11/07/21 - ******    Buyers order provided by *************************************** ******    Mileage provided by *************************************** ******    Invoice provided by Mr. ************************ the vehicles mileage rolled back and was unable to be verified, the repair was excluded under the contract terms, which state 
  VIII. EXCLUSIONS WHAT IS NOT COVERED: 
  
  N. The following are excluded from Coverage under this Contract: (3) Any Vehicle on which the actual accumulated mileage cannot be determined for any reason. 
  
  A manager from Endurance reached out to ********************** and explained the mileage discrepancy and the exclusion. In the interest of customer **********************, ********************** offered ********************** a full refund instead of the pro-rata refund specified by the terms of the contract. Since the full refund was not provided for under the terms of the contract, Endurance sent the consumer an agreement so that payment could be provided. In the interest of a speedy conclusion for the consumer, Endurance will agree to waive the agreement and provide the full refund. 
  
  

  
  

  Customer response

  01/27/2022

  The mileage that I stated when I purchased my contract was exact and accurate. Endurance failed to mention that I also provided a document to them that showed the mileage a couple days after the truck was purchased from when I got the oil changed and new tires put on it which verified mileage as I stated. Endurance is looking to get out of claims *** they are suggesting I altered my mileage. If they are this concerned, they should ask for a photograph of a vehicles von # and mileage before writing a policy which can be sent in a second with today's technology. They then sent me a letter claiming I would only give me a full refund if I promised not to share my experience basically taking away my right to free speech. They finally said. I told them I would not sign that but would happily sign a standard cancelation letter that states they requested to cancel my policy which they have yet to send and they continue procrastinating as they have my close to $600. In their possession

  

  Business response

  02/03/2022

  The claim was denied due to a mileage discrepancy, as stated in Endurance's previous response. The full refund was mailed to the address on file on 1/24/22, and the consumer can expect to receive a refund check within about **** business days after.

*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. ↩