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Complaint Details
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Initial Complaint
08/16/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I purchased my warranty from Endurance on 12/14/18 for $5,273.00 making monthly payments up until a few day ago when I paid it off in full. I put my car in the shop due to transmission issues. The adjuster came out and they would deny my claim due to old transmission fluid and wear and tear stating the car has over ****** miles. I recently had the transmission control unit replaced back in November and that required all NEW TRANSMISSION FLUID. How can an adjuster say the fluid is old? They then said the gears are worn out. The shop stated they can't determine if its wear and tear or defect. So I'm now stuck with a repair **** of over $3k while just paying off a warranty that cost me over $5k and denied my claim.
Business response
08/28/2021
On8/3/21, a representative from ***************** Transmission contacted Endurance tofile a claim for the consumers vehicle. The repair facility reported a failureto the vehicles transmission and that the transmission fluid was dark andburned. The repair facility performed a teardown of the transmission to determinea cause of failure and found the clutches from 2nd through 5th gear were burnt. Unfortunately, failures due to wear and tear arenot eligible for coverage under this contract. Per contract DEFINITIONS:
Breakdown refers to theBreakdown of a defective part or faulty workmanship as supplied by theManufacturer or Dealer, but does not include gradual reduction in operating performancedue to wear or tear or damage resulting from BREAKDOWN of non-covered parts.
A Manager from Endurance reached out to ************** provided an explanation of the claim outcome. The Manager provided theircontact information to the consumer for an open line of communication shouldany further questions or concerns arise.
Initial Complaint
08/16/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On June 14, 2021 my car had overheating problems and I had to drive directly to the car repair to have it repaired. I have the endurance warranty insurance that I pay monthly ****** or so dollars for just such an incident as this. I called to tell them about the situation and they told me to send the receipt. **************** sent one and I sent one as well. They did not pay for my repairs at all. They gave me the run around. I had to continue to explain the situation to different people and email different people. I reported them to the ************************* of ******** and I am waiting for my results. I paid $854.00 for repairs that I paid the insurance to take care of in case something like this happens. I still have not heard from them. I am not satisfied. I am now cancelling the insurance from this company. They did not honor the contract. I want them to pay as they said they would when I got the insurance. The payments are drafted so I have never missed one.Business response
08/26/2021
Upon receipt of this complaint, Endurance's Customer ********************** Manager attempted to contact ********** in order to explain the denial of the claim in full detail and offer the consumer a resolution. At this time we are requesting the consumer to reach out to *********** at ************.Customer response
08/31/2021
.
Complaint: 15679512
I am rejecting this response because: I called *** today, August 31, 2021, and he did not come to the phone and said he would call me back. This is the same run around I got before I contacted you. I canceled my contract with them for future service because they failed to provide service at this time. The problem was on 6/14/2021. They were to cover repairs to my car. The engine was repaired at ******************** in ***********, ********. I need them to pay for the repairs to my car minus the deduction. I have attached the receipt. They lied to me and to ********************. They told me to pay and they would reimburse me when I sent the receipt. ***** sent the receipt and I sent one later and they refuse to do as they were paid to do. The engine of the car is covered. They are a scam.
Sincerely,
*******************Business response
09/07/2021
Upon receiving this complaint, a Manager from Endurance reached out to **********, explained the denial in full detail, and offered the consumer a resolution. ********** indicated her 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
08/16/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I did not like how I was treated on the phone Saturday and neither did the guy from ********* it was uncalled for. Are air compressor went out and they were trying to say its not covered but in the book it says its covered then they try to say the seals and gaskets aren't covered and I can add it on when I talked to customer ********************** they said that the seals and gaskets are covered and they denied the claim all we want is all of are money back I canceled my policy with them.Business response
08/19/2021
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
08/20/2021
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
08/15/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
They advertised that I would have to pay a $100.00 deductible for car repairs. Their own ads show $1,400 to $1,700 for the exact repair my car needed. They only authorized $950.00 and I was forced to pay $414.14 to get my car back. Additionally, my mechanic had to argue with them for two hours on the phone to get the authorization. They have also refused to provide me an itemized list of the charges they authorized. I have spent over 5 hours talking with them over the phone and preparing this document.Business response
08/28/2021
Uponreceipt of this complaint, Management performed a review of ************ claim.After review, it was determined that the consumers claim was accurately processedunder the guidelines of the contract. Per contract Section III.SCOPE OF THIS AGREEMENT:
B. PAYMENT OF COVEREDREPAIRS:
[] Reasonable expensesare not to exceed the manufacturers suggested retail price (MSRP) for parts,and the Licensed Repair Facilitys published hourly rate multiplied by theappropriate operation time, as published in a national labor time guide.Basedon the invoice submitted by the consumer it appears the repair facility chargedMr. ******* more than the estimate they quoted to Endurance.
A Manager from Endurance reached out to ************** explained the situation. In the interest of customer satisfaction, theManager is working towards a mutually beneficial resolution with the consumerat this time.
Customer response
08/30/2021
Complaint: 15762251
I am rejecting this response because:They wanted to justify their position. I told them the itemized list was provided at my request AFTER the **** was paid. As the included email traffic shows, I requested this information from Endurance several times and they refused to provide me their accounting. While dealing with the resolution department, they stated that they would have sent me the parts they said they could source at the lower costs if I had requested it. I, in fact, DID request that during my first phone call and was told that Endurance did not do that. The cost of the repair to my vehicle was less than Endurance's TWO recent ads. The small print in these ads said their estimates were national averages. Well, my repair was below this average. Please follow your promises and reimburse me all monies I spent in excess of my $100.00 deductible.
Sincerely,
***************************Business response
09/03/2021
Mr. Wilburns contract providescoverage for eligible parts up to the manufacturers suggested retail price(MSRP) as well as labor in accordance with the national labor time guide. Percontract Pg. 3 BREAKDOWN:
In theevent of a Breakdown of any Covered Part(s) listed below, the Administratorwill provide for payment or reimbursement for pre-authorized expenses incurredfor the repair or replacement of the part(s), less any Deductible, inaccordance with the provisions contained within this Contract. Reasonableexpenses are not to exceed the manufacturers suggested retail price (MSRP) forparts, and the repair facilitys published hourly labor rate multiplied by theappropriate operation time, as published in a national labor time guide.
Uponreceipt of this complaint, Endurance reviewed the recorded claim call with therepair facility. The call confirmed the repair facility reported an estimate toEndurance of $1078.01. Endurance issued payment for the claim in the amount of$939.43, which is the adjusted estimate, less the consumers deductible.
Endurance will continue to work withMr. ******* in reaching a mutually beneficial resolution.
Initial Complaint
08/13/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchased an extended warranty from the dealership for our 2016 *********** in July of 2020. Our car recently gave us no warranty lights and overheated, it was towed to the dealer and we were told we need a new engine, the van has about ****** miles, the dealership has told us on numerous occasions that our warranty covers all the issues and all we should owe is the deductible. The dealership has filed all the paperwork that has been asked, we have as well, the car has been sitting unfixed for 3 weeks now. We have called numerous times asking what the hold up is on their end, since we have not been given a loner vehicle. Everytime we contact them, an employee gives us a different response as to what the issue is. The dealership at this point is unsure what to do, we are as well, we are told that everything so far has been approved, but the claim is still pending. We are beyond frustrated at this point and either want the money for our warranty back or for someone to give us answers.Business response
08/26/2021
Uponreceipt of this complaint, a Manager from Endurance reachedout to **************** to provide an explanation of the claim outcome and offer ***********. **************** advised that he was no longerin possession of the vehicle. As a result, the Manager aided in facilitatingthe cancellation process so a refund could be processed expeditiously. Endurance is sorry for the frustration that this hascaused the consumer and is committed to the highest level of customer satisfaction.Initial Complaint
08/13/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I received a letter from endurance and they posed as my current warranty provider which turns out was also a scammer company. They said my payment would go up by 150 to 500 per year for my current warranty. Turns out they werent the same company at all they asked for a down payment of 191 dollars that day and said my rate would actually lower these are all predatory tactics to make you feel safe doing business with them. They also assigned me a fake customer number when Ive never done any business with them. So I was told my Payment would go down to 80 bucks a month on my current warranty if I gave them the 191 that day. Now I have a charge for 108 dollars FROM A DIFFERENT COMPANY. So in closing just throw any mail you get from endurance in the trash immediately if it ever shows up at your doorstep Im taking steps to resolve this and hope to *** these ****** and human filth.Initial Complaint
08/12/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
1)Date of initial transaction was 6/25/2021 2)Amount paid on 6/25/21 $179.10, amount paid on 7/26/21 $141.79 Total: $320.89 3)To provide an extended auto warranty 4)Attempt to Cancel policy 5)Yes and No (explanation will be in summary)6)Account # ************ I initially signed up for the policy on 6/25/2021. I was told that I could take my vehicle (2012 ********************** to any certified dealership or mechanic, so when I called the **** Dealership they told me they do not deal Endurance. When I called a few other certified automotive repair shops that I trust, they also informed me me the same. So I felt that the policy would not benefit me because I do not put used parts on my vehicle! When I called to cancel they told me that I could not cancel over the phone, I replied I signed up on the phone! The representative said they would send me Cancellation form via email, I could not open any of the email attachments they sent on any of my devices! I was told they would mail form!Business response
08/24/2021
Upon receipt of this complaint, Endurance's Customer ********************** Manager attempted to contact ********************** multiple times in order to help resolve his issue. At this time we are requesting the consumer to reach out to *********** at ************.Initial Complaint
08/11/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I dropped my 2007 ******** S550 off to *********************** on July 23rd, 2021. The service manager (*****************) called and stated that he raised the vehicle on the lift removed all the under panels, he stated the trans pan had some rust on it and he said he would replace it. Rich said he would do a trans service on it with a new pan and to inspect for metal in the remaining fluid in the trans pan before any other diagnosis can be performed. ******** stated the car needs a new transmission due to metal in the pan. The warranty company (endurance) continues to say they are denying the claim because of low fluid and leaking transmission, ******** dealership has continually told them that the transmission has no leak and was not low in transmission fluid. Failure is stated in the attached documents. Endurance stated the inspector checked the fluid in the transmission and it was low in fluid and it was leaking. Prior to this ******** had already performed the service on the trans.Business response
08/20/2021
Upon receipt of thiscomplaint, Endurance ***************** reopened the claim for review. Enduranceappreciates ************** patience as we complete this process.
A Managerfrom Endurance provided their contact information to the consumer for an openline of communication should any further questions or concerns arise.
Customer response
08/25/2021
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,
*************************************Customer response
08/26/2021
Complaint: 15752826
I am rejecting this response because:
Sincerely,
*************************************Initial Complaint
08/11/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I want OFF off their mailing list and NO phone callsBusiness response
08/16/2021
Please note,Endurance does not make "cold calls" or any outbound sales callunless specifically requested by a consumer via our online portal. Endurancecan confirm that any such solicitation calls did not originate from Endurance.Endurance recommends that the consumer determine from what company the callsoriginate and contact that company to ask that they cease.
We aresorry for the frustration that Endurance's mail piece caused ****************, 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 mailadvertisements from our company. Please allow up to 10 business days to processthis request. The consumer may still receive additional mail pieces sent duringthe processing time.
Customer response
08/19/2021
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
08/11/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Endurance extended warranty contract misrepresented as advertised.1. DOS: 8/6/2021 - A/C Compressor Failure - Per contract, to be replaced according to OEM/Factory Parts only. Per claims Adjuster, they reimburse at their discretion. I expressed I wanted a reimbursement according to contract. Per ***** dealership, they would install part; however, it would void repairs to my vehicle from any other dealership across the ** as it would not guarantee craftsmanship. 2. According to contract under section VIII, this causes a serious conflict of interest if this part is faulty in any way, it can cause damage to other parts and/or invoke life threatening injuries. Per the need to replace with Factory installed parts. 3. Policy was sold to me under false pretenses and serious ambiguity.Business response
08/20/2021
Upon receipt of this complaint, Endurance's Customer ********************** Manager attempted to contact **************** multiple times in order to explain the claim in full detail. At this time we are requesting the consumer to reach out to *********** at ************.
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