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Complaint Details
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Initial Complaint
01/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been denied a claim on my car. The engine on my car seized because the plastic oil pump housing broke and the oil spilled out. As soon as this happened a warning light appeared on the dashboard so I pulled over. The car was towed to the mechanic. Endurance is claiming that I drove the car with no oil so it's my fault and they will not cover it. I have talked with them on several occasions attempting to resolve this issue. They have given me several different explanations as to why my claim was denied ( that the bolts were not properly torqued, that my driving style was at fault). Moreover, Endurance has denied my request for a second look by a different adjuster. Endurance has also taken long to reply after every attempt to communicate. I purchased the top package and expected "total protection" as advertised on their website.
Business response
01/26/2022
On 11/19/21, a repair facility filed a claim under ****************** contract,reporting failure to the engine. The repair facility reported that the oil was extremely low, and the engine was seized. An independent third-party inspector was dispatched to confirm the repair facilitys findings. Upon review of the inspection,the oil filter housing was warped, and the gasket was pushed out of the oil filter, resulting in a significant oil leak. As the engine seized due to the vehicle's operation in a severely low oil state, the claim could not be authorized. The Exclusions section of the contract provides
Coverage is not provided under this Contract:
D. For any Breakdown caused by sludge build-up resulting from Your failure to perform recommended maintenance services, or failure to maintain proper levels of lubricants and/or coolants,or 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. Lack of mechanical knowledge is not an excuse for continued operation.
Endurance is sorry for the frustration that this has caused the consumer and is committed to the highest level of customer satisfaction.
Initial Complaint
01/14/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Once I took my vehicle in I found out the sales person lied about my premium coverage plan she sold me by stating it would cover components I asked about and paid extra for. Now Endurance expects me to notarized my policy cancellation which is not possibly due to covid isolation. Plus it is past 30 days for a full refund due to their policy.Business response
01/26/2022
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
01/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Endurance sold me a warranty policy informed me that it did not have to be the actual Miles on the car now they are not wanting to cover the warranty stating pre existing conditions told the company that is fixing the car they will only cover two things now they will not give them The approval number . This company is a rip Off and needs to stand by their policy .Business response
01/21/2022
The contract purchased by ********************** is a stated component coverage. This means all eligible parts and components are listed by name in the schedule of coverage found in the contract. Any part not listed is not eligible for coverage. In addition,the contract 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 pre-existing and not eligible.
On 1/11/22, the repair facility filed a claim reporting failure to several components. At the time of the reported breakdown, 70 days and 292 miles had elapsed since the end of the waiting period based on a vehicle history report that was acquired. Of the losses reported, the water pump and thermostat were listed as eligible for repair under the contract. The water pump failed due to a long-term bearing failure, consequentially rendering the thermostat inoperable. As the failures to the water pump and thermostat were long-term and first occurred prior to the end of the contracts waiting period, the claim could not be authorized. Per contract Section VIII.EXCLUSIONS WHAT IS NOT COVERED:
Unless otherwise provided herein, Coverage is NOT provided under this Contract:
I. For any Pre-Existing Condition, for any Breakdown that occurs, or begins to occur,prior to the expiration of the Waiting Period or reported after the Expiration Date or Mileage
During the claims process, a mileage issue was identified by the Claims department. Claims Management has since resolved the discrepancy with the consumers mileage, and it will not interfere with the use of the contract henceforth. Endurance is sorry for the frustration that this has caused the consumer and is committed to the highest level of customer satisfaction.
Initial Complaint
01/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My car has been in repair shop since July 2021 and I am still waiting for my car to be repair I not receiving any help.from indurance ***************Business response
01/14/2022
After receiving this complaint, an Endurance manager contacted **************. Endurance and ************** are collaborating towards a mutually beneficial solution.Initial Complaint
01/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased Endurance Warranty June of 2019 on 2016 Ram **** truck. Total cost of policy ******* As of today Jan12, 2022 we owe ****** and the policy will be paid in full. Coverage shows to be in force until June **** or vehicle hits 100k miles. ******* miles less than 40k.Safety Issue. Passenger side door handle is an electrical part which has shorted and taken out the wireless hub that controls locking/unlocking the vehicle. The door handle uses heat sense to unlock door if key fob is near. *******ly the passenger door is unable to be opened from the outside. Endurance says that the door handle is an excluded part and as such the policy will not cover the handle or the hub.Before we bought this policy we asked the Endurance Salesperson numerous times if "all" electronics were covered? And he was adamant that as long as the part is electrical it is covered. That was salesman lie.We would like Endurance to pay for the handle and hub as this is a safety issue not being able to open the door from the outside.We also note that the BBB has this business as a C Rating. We believe that should be lowered. Our Claim Number is CL10558199 dated Jan 11, 2021 with ************************ in ***** *****. Ever person we have dealt with at Endurance has been the same. NO ASSISTANCE.A door handle on older vehicles was just that a door handle. The new vehicles this is not true. It seems to me that Endurance has found a loop hole and is using it. Because shift lever is an excluded part in our truck the shift lever is an electrical switch. But because it's description is shift lever assy. It could short out and damage the electronics on the transmission and the same issue occur. NOT COVERED.I love this quote on our policy page at the top."We at Endurance are dedicated to ensuring that all of your automobile needs will be taken care of for the life of your policy."Attached is the policy.Business response
01/20/2022
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
01/26/2022
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. The endurance Rep I spoke with was very kind and understanding. If I have a word of advice for consumers it would be read every detail in the "EXCLUSIONS" List. Especially with newer vehicles that are mostly electronic.
Sincerely,
***********************Initial Complaint
01/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Claim was denied. One agent told mechanic due to mileage. Have called 5 times to cancel. Since January 2022 left messages to get a call back has been 2 weeks ago no response.Business response
01/20/2022
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
01/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought my service contract From Endurance on July 19, 2021. Ive been paying my monthly premium every month. My car threw a rod about a month and a half ago so I made my claim sent in the documents i was first told to send in, the inspector took almost 2 weeks to come look at my car after many no shows he finally showed up and said something about the car having headers and a catalytic converter delete so my claim couldn't be covered, I then explained that I bought my service contract in GA and under our vsc laws I'm not sure not at fault for those modifications, I was then told to send in the **** of sale, I did that, they supposedly had a second look and approved My claim telling the shop that they were sending a rebuilt motor with no intake And told the shop everything was good to go, that was on a Friday, the following Monday after the shop had already removed the engine they told them everything told to them that Friday was now obsolete and the claim had to be rereviewed because they checked the car fax and it showed that it was last sold in Tenn, where I bought it from. So even with my **** of sale they are still trying to find a way not to pay for the repair, saying the same thing car says it was last registered in Tennessee, now if I bought my contract months ago in Georgia I don't see why I'm being talking through all these hurdles and my car is still not fixed and I believe they are making me do more than I'm supposed to be doingBusiness response
01/19/2022
The documentation requested has now been received and is currently under review by management. Endurance appreciates ****************** patience as we complete this process.
Endurance is sorry for the delay and frustration that this has caused the consumer and is committed to the highest level of customer satisfaction.Initial Complaint
01/05/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Supposed to been a refund, one check in the amount of $160, for a policy I took out with Endurance. The policy # is EADV35048095, cancellation date 11/23/21. Was told several different time frames for my refund: 2-3 weeks, then by 12/30/21 from *****, then 4-6 weeks by the manager AJ, but today that it only took 30 Days from the cancellation date. Finally, spoke with a ******** today that stated she'd reach back out when she finds a supervisor. Again, I am being told multiple ways on how to get my money back, but have yet to actually receive my refund. Also, please stop the false advertisement of your business practices.Business response
01/14/2022
Upon receiving this complaint, a Manager from Endurance reached out to Mr. ******, 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
01/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased an auto warranty for my mother, after I paid $300 on this warranty she tells me she doesn't want it. I called the company-Endurance Auto Warranty and explained my situation and canceled the warranty. Since we haven't used the warranty for any repairs they were going to give me a refund after I filled out a form I received by email and mailed it back to the provided address on the form. I completed the form and mailed it back to the address provided. Several months went by and I didn't hear anything or receive anything in the mail. I called them and they replied there's nothing they can do because it was canceled due to non payment. They claim there's no record of me mailing the form back. I called to cancel the warranty how else would I've been giving the paper to fill out and return. I just want my money back like they told me initially.The guy was rude when I asked to talk to someone else he told me there was none elaeBusiness response
01/20/2022
Prior to this complaint, the contract had cancelled due to non-payment. Per the contract terms, cancellation due to non-payment forfeits all refund rights. In the interest of customer **********************, ********************** agreed to move past the forfeiture and review the pro-rata refund calculation. After calculating the refund according to the contract guidelines, it was found that the refund amount was negative, and no funds would be eligible for issue. Endurance is sorry for the delay and frustration that this has caused the consumer and is committed to the highest level of customer satisfaction.Initial Complaint
01/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On December 21, 2021, I had an issue with my transmission in my 2015 Chevrolet 2500HD. I immediately got it into the dealer for service. I have been a long time Endurance customer, and have multiple contracts on every vehicle I own. I was told by the dealer that Endurance was sending out an inspector to check the transmission.I find out today that Endurance denied the claim in part to the vehicle having oversized tires. The vehicle has the same size tires on it that was on it when I purchased the vehicle. The dealer also stated that the vehicle had electrical wiring that was indicative of commercial use, which is total bull. The vehicle is stock, (as purchased). They also tried to play the old cop out that transmission service was not performed, when infact, I had the records to submit. Not to mention, that Endurance has already denied my claim for other issues on the vehicle, this is quickly becoming a total SCAM! This needs to be covered. This is why I pay thousands of dollars to them. Not to be denied and have to pay thousands of dollars more. Why the h*** would I need a warranty if they are gonna make me pay for everything out of pocket anyway. I can't afford a transmission for $5,500, plus labor and then a truck payment. Again, that's why I purchased a warranty.Business response
01/21/2022
On 12/21/21,a repair facility filed a claim under Mr. ***** contract, reporting failure to several components. Of the losses reported, the transmission was listed as eligible for repair under the contract. An independent third-party inspector was dispatched to confirm the repair facilitys findings and the vehicles condition. During the inspection,the vehicle was identified as a commercial vehicle. Mr. ***** contract was not authorized for commercial use with an appropriate surcharge. As the contract does not allow for commercial use without the appropriate surcharge being applied, authorization could not be provided. Per contract Section VIII.EXCLUSIONS WHAT IS NOT COVERED:
Unless otherwise provided herein, Coverage is NOT provided under this Contract:
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. The Manager advised that while cancellation after the 30th day of the contract term would normally result in a pro-rata refund, Endurance will instead issue a full refund in the interest of customer **********************. ********************** is sorry for the frustration this has caused the consumer and is committed to the highest level of customer satisfaction.
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