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Complaint Details
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Initial Complaint
12/16/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Intially I purchased this plan with a down payment of appx $215 as an extended warranty to cover my 2007 ******** S550. After a few trips to the dealership I was turned down by the company to cover my power steering pump. On my car the power steering pump is tandem meaning it has dual purposes. One half covers the power steering is the other portion covers the factory hydraulic suspension system. The pulsation dampener has gone out on my car which stabilizes the hydraulic suspension. Endurance refused to cover any of the $1000 repair $200 part $800 labor. I called in Nov 4 to get this resolved with **** in reinstatements ***** He escalated it to Art whom is over the company. I was told Art would call me back in a timely manner. **** advised not to reinstate policy until Art has responded. As of today Art never responded and my policy has cancelled. I am out of down payment money and my car is still in disrepair. Please help me get some type of resolution my car definitely needs to still be covered. Thanks in advance. ******************
Business response
12/23/2021
The contract purchased by ****************** is a stated component coverage. This means that 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.
A claim was filed under the contract for repair of the vehicles pulsation dampener and starter motor. The pulsation dampener is not listed as eligible and could not be authorized. The starter motor was authorized in the amount of $812.24.There has been no diagnosis of a failed power steering pump or a request for its replacement submitted by the repair facility.
A Manager spoke with ****************** to address his concerns. Prior to this complaint, the contract had cancelled due to non-payment. The Manager went over the requirements for reinstatement of the contract. At this time, the consumer has declined to reinstate the contract. Endurance is sorry for the frustration that this has caused the consumer and is committed to the highest level of customer satisfaction.
Initial Complaint
12/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have a vehicle that has been under this warranty for 3 years. Our engine gave out Thanksgiving day and we believe it was due to the last oil change being done incorrectly. But when the warrenty sent their inspector out, they gave a reason for the engine failure that would not be covered by the warranty even though the mechanic said there could have been several reasons. The inspector did not ask for our receipts or proof of oil changes and maintenance to prove we have been taking care of the vehicle to further investigate the cause of the failure. It looks like they looked for a loop hole to get out of paying for the new engine.Business response
12/23/2021
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
12/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
in May of this year I agreed to a warranty contract with Endurance car warranty for my 2011 Chrysler Town and Country. In November I took my Town and Country to South Oak dealer in ******** on *********** for repairs. It needed a thermostat that should have been covered by my warranty, The dealer called Endurance, Endurance told them it wasn't covered due to some Carfax reported mileage. I called Endurance to see what was they talking about. They told me in 2014 it was two mileage reports on my vehicle. One for a hundred and thirty something thousand miles and another with nineteen something miles in the same year. With that they assumed with no evidence that miles had been turned back on my vehicle. My assumption would have that the Carfax report with the hundred and thirty something thousand miles was a typo. Anyway Endurance haven't refunded a cent of payment I made for five months on a warranty that they didn't honor. They did inform me I needed to fill out a cancellation letter for prorated refund. There's two things wrong with that. First prorated refund I deserve all of my money back. They didn't honor the warranty so why was I paying them. Second cancellation letter I didn't cancel they cancel me for no good reason. Is the cancellation letter to justify them keeping my money by saying I canceled ?Business response
12/22/2021
During administration of a claim, Endurance acquired a vehicle history report and identified discrepancies with the vehicles odometer reporting. The report identified an inconsistency to the mileage and an odometer rollback. As the actual mileage of the vehicle could not be determined, authorization could not be provided. Per contract Section III:
This Contract shall be invalidated if there has been an inaccuracy, tampering or alteration to the odometer mileage of the Vehicle so that the Vehicles true and actual mileage is not shown on the odometer or cannot be determined.
While the contract terms specify that the contract is invalidated, the rollback appears to have occurred before ************** possession of the vehicle and Endurance acknowledges that ************** may have been unaware of the discrepancy. In the interest of customer **********************, ********************** has agreed to issue a full refund due to the nature of the issue. Endurance is sorry for the frustration this has caused the consumer and is committed to the highest level of customer satisfaction.
Initial Complaint
12/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Misleading advertising. I purchase this warrenty almost a year ago. At first everything seem fine. Oil changes up to $50, and battery over $100 paid for in plan! Then I needed to do a claim I had to take car to ase certified shop (expensive) to only be denied and have to pay the fee to get car looked at and pay for work out of pocket! Finally get claim approved to find out that endurance will not cover the total amount because of limited liability clause that don't make sense to me but endurance said its clear. Endurance said it only pay the nada **** value of your car lol my car was no where near the price of an engine repair on any car(engine repair when I ask was over $2000 w/ labor ) so why would endurance offer me engine repair on a **** with over ******* with a limited liability clause. If I would of been told this clearly in contact I would of stayed with other company or shopped around. Then after being told that they will not pay total claim that they will deduct the perks like oil change and battery from my claim by over $300!Why would I pay $60 for an oil change I could got for $30 . I swear they never said to me we will pay $50 but you have to give us back our money when you submit a claim. At this point I am done all I know I want my car repaired because it states I have a $100 deductible and that's what I was prepared to pay with a approved claim. If you with this company call them and see if this is happening to you before it happens. All I want is my car fix or all my money back because if I would of knew that my car engine or any part would not of been repair with me paying more than $100 out of pocket or perk would be deducted when you submit a claim I would of never went with company.Now I have to pay fee to get car released from dealer with no work done and find someone else another diagnostic fee which is over $100 everytime and they won't cover total cost of repairs.Please make sure you check your plan and ask about this.Business response
12/20/2021
On 11/22/21, a ********************************************* representative contacted Endurance to file a claim for repairs on ****************** **** Chevrolet Equinox. The vehicle's engine failed, according to the repair facility.
The consumer's contract has a $1,160.00 remaining limit of liability. This sum was approved in full for the repair facility.
Each Endurance vehicle service contract includes a liability limit, which specifies the maximum amount that the contract can pay out.
" Our Aggregate Limit of Liability for all pending and paid Claims for PRIME Coverage shall not exceed the lesser of *******************In value at the time of the Covered Repair as determined by the ************* Guide (without consideration of or deduction for the cost of repairs associated with the Covered Repair) or ten thousand ($10,000) dollars. Once a component has been repaired or replaced, there is no further Coverage for that component."
Endurance has so far paid the consumer's previous claims in the amount of $390.00. The consumer's vehicle has a **** average trade-in value of $1,550.00, as verified at https://www.nadaguides.com/Cars/****/Chevrolet/Equinox-V6/Utility-4D-LT-AWD/Values . This means that there is still $1,160.00 of usable liability on this contract, and Endurance has authorized it.
Endurance apologizes for any inconvenience this has caused the customer and is committed to providing the highest level of customer satisfaction.
Customer response
12/21/2021
The $390 they deducted is for endurance item includes on contact the oil changes,battery,etc up to a certain amount and l paid the difference @ the time of service. Those things was included in warrenty now they want to have me pay for now! In the contact it don't state that they have to go by nada(never heard of) and my car was under $10000.like I said in original submission why would I get this warrenty if I knew I would pay over the deductible?I need my car fix I can't afford to spend $200 diagnic again, the different in value of car about $4000,transportation while my car is down, insurance,my Endurance **** if I don't cancel in a month.I would never had purchase the service!
Natalie F
Natalie FBusiness response
12/28/2021
As per Endurance's previous response, Endurance vehicle service contracts include a liability limit that specifies the maximum amount that the contract can pay out. The consumer's contract has a remaining liability limit of $1,160.00. This sum was approved in full for the repair facility.Customer response
01/04/2022
Endurance didn't honor its contact. I had to pay for services that was supposed to be included,Most of my services was denied when I tried to place claim, and when they were approved it was a scam behind it for example the amount I am approved for is about the same amount I paid over the 9 months. They will not let me use rental car services( lol rental car reimbursement ofcourse...probably would denied claim after I rent) and I paid $200 out of my pocket just to get the claim approved.I really need someone to look at this and tell me if I really misinterpreted the contract or scamed. This contract was very misleading and like the $200 I spent was for a dianogic fee(oringally around $100) and I had services in my contact that should of took care of most of that even if I didn't get work done.I really want to get refunded or car fix!
Natalie FInitial Complaint
12/14/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
ON 9/8/2021 I PURCHASED A SERVICE CONTRACT WITH ENDURANCE. THE CONTRACT STATES THAT THE COMPANY WOULD NOT PAY FOR ANY BREAK DOWNS UNTIL ***** MILES AND ************************************************************ AROUND OCT. 17 2021, STARTED TO HEAR A NOISE ON START UP. I THEN MADE AN APPT. WITH **********************************************. ON NOV. 8, 2021 I DROPPED THE *** OFF AT *********************. I WAS INFORMED BY **** THE SERVICE ADVISOR, THAT THE *** NEEDED TIMING TENSIONERS. NOW ENDURANCE HAS REFUSED TO PAY FOR THE REPAIR BY DEMANDING THAT I PROVE WHAT MILEAGE WAS ON THE *** WHEN I PURCHASED THE WARRANTY. I SENT THEM THE LAST OIL CHANGE RECEIPT VERIFYING THE LAST OIL CHANGE PRIOR TO THE WARRANTY. I WAS THEN TOLD THAT THEY WERE IN THE PROCESS OF CONTACTING THE **** TO GET A PRICE AND THAT MY OIL CHANGE RECEIPT HAD BEEN RECEIVED. MY CONTRACT CLEARLY STATE THAT I COULD CHANGE THE OIL MYSELF AS LONG AS THE RECEIPT WAS PRESENT AND THE MILEAGE WAS DOCUMENTED. THIS RECEIPT SHOULD NOT HAVE BEEN REQUIRED SINCE IT WAS PRIOR TO THE WARRANTY PURCHASE. MY *** HAS NOT NEEDED AN OIL CHANGE SINCE THE WARRANTY PURCHASE. MY CONTRACT DOES NOT STATE THAT I HAD TO HAVE PRIOR OIL CHANGE RECEIPTS INORDER TO PURCHASE THIS SERVICE AGREEMENT. ON ****** 7, 2021 I WAS TOLD THAT MY CLAIM WOULD BE LOOKED AT TO SEE WHAT WAS GOING ON AND I WOULD RECIEVE A CALL BACK. ON DECEMBER 10,2021 I WAS TAKEN BACK TO WHERE I STARTED. ENDURANCE AGAIN DEMANDED THAT I PROVE MILEAGE. THE REP ALSO TRIED TO GET ME TO CANCEL THE CONTRACT AND START A NEW ONE. THIS COMPANY HAS OVER AND OVER AGAIN REFUSED TO HONOR THEIR CONTRACT WHEN EVERY ASPECT OF THE CONTRACT HAS BEEN ADHEARED TO BY ME. ***** MILES AND 30 DAYS HAS PASSED SINCE THE PURCHASE OF THIS PLAN. I HAVE SUBMITTED A PRIOR OIL RECEIPT THAT SHOWS MILEAGE AND THE DATE. THIS COMPANY WILL TAKE YOUR WORD FOR THE MILEAGE AS LONG AS YOU DON'T FILE A CLAIM. THIS COMPANY NEED TO STOP STEALING FROM HONEST CUSTOMERS. A TIME STAMPED PICTURE COULD EASILY VERIFY MILEAGE PRIOR TO THE *****Business response
12/20/2021
Endurance is simply the selling agent for this contract. The administrator is Smart AutoCare. This means that Smart AutoCare is responsible for the approval or denial of claims, and Endurance plays no role in the administration of claims.
Please forward this complaint to Smart AutoCare:
Smart AutoCare (https://www.bbb.org/*****/**********/profile/auto-service-contract-companies/smart-autocare-0875-90345937)Customer response
12/21/2021
Complaint: 16352513
I am rejecting this response because: The reason I chose Endurance was because their advertisement stated that the administered their own warranties. Again I was tricked and deceived into this warranty purchase. I was referred back to Endurance after *************** wouldn't honor the contract. endurance attempted to get me to drop the present warranty and purchase a new one, At the time of purchase the Endurance agent stated that I would deal directly with Endurance should a breakdown occur. I never talked to anyone from *************** concerning this warranty at the time of purchase. The initial payment and the payment arrangement was accepted and arranged by the Endurance agent. I will also make a complaint against ***************, even though I was deceived by by Endurance.
Sincerely,
***********************Business response
12/23/2021
Endurance is simply the selling agent for this contract. The consumer's contract is administered by Smart AutoCare. This means that Smart AutoCare is responsible for the approval or denial of claims, and Endurance plays no role in the administration of claims. Prior to the sale of the contract and again during a recap by the salesperson, the consumer was informed that his contract was administered by Smart AutoCare. The consumer has been in direct contact with Smart AutoCare regarding his claim. Again, claims filed under this contract are not administered by Endurance and Endurance is not authorized to respond on behalf of Smart AutoCare.
Please forward this complaint to Smart AutoCare:
Smart AutoCare (https://www.bbb.org/*****/**********/profile/auto-service-contract-companies/smart-autocare-0875-90345937)Customer response
01/03/2022
Complaint: 16352513
I am rejecting this response because: This statement is false. I was never informed that Endurance was only the selling agent. This is the exact reason I chose Endurance over other warranties is because they advertise that they are the administrator of their own warranties. This is being advertised by them on the internet and television. I was sold this warranty by Endurance and Endurance received my exact mileage and only put it into questioned when my vehicle needed repairs. It was explained to me that i needed maintenance receipts from the time I purchased the warranty, not prior to warranty purchase. I even sent an oil change receipt dated prior to purchase. The contract is being violated by both Endurance and **************** I was referred back to Endurance by **************** Both companies are working together to get around a written contract. I only want my car repaired as promised in the contract.
Sincerely,
***********************Initial Complaint
12/13/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
2013 Town and Country after being under extended warranty for a year threw a cylinder 6 misfire code. Brought it to dealership and provided all my details on NOVEMBER 2, 2021.Inspector for company comes out, and suggests replacement of engine. Endurance then decided to go against the inspector and only cover cams and lifters on one side. The job is finished, and the engine continues to misfire and begins ticking in a new location. Inspector comes out again, says replacement again. Endurance says cams and lifters on the other side at this point and says that I will need to pay ****+ of my ow money as they have limited my liability to what they valued my vehicle at, which included a 700 fuel pump (the only claim I ever had) from last year as part of the value. They also severely undervalued my vehicle at $5800, not taking into consideration all the extras it has (VES system, roof rack, leather seating, etc). Now both sides of the engine are complete, and the vehicle is still misfiring. Endurance could have followed their own inspector's advice and replace the engine. A used engine would have been below their cap price. Instead they decided to ****** on smaller repairs which did not fix the problem. And meanwhile I am left without a car for over a MONTH, racking up rental fees which they still haven't reimbursed me for.The onus should not be on me. I bought a policy in good faith, always maintained my vehicle properly, and handed it over to professionals to handle the matter. Instead of diagnosing the problem and giving me a proper estimate they left me with a surprise **** by not following their own inspector's advice and I am STILL here without a functioning vehicle. I simply want my vehicle repaired properly and feel I have been deceived throughout the entire process.Business response
12/22/2021
Ms.Lundbergs service contract has an aggregate limit of liability, which is the maximum that can be paid out under the contract. The limit of liability is provided in contract section VII.,which states, The aggregate limit of liability shall be the lesser of,the average trade-in value of the Vehicle as provided by the NADA ****** or the purchase price of the Vehicle as provided by a **** of Sale.
Prior to this complaint, a claim was authorized for the remaining limit of liability of $5,106.82. As the limit of liability has been reached, no further claims could be paid under the contract. 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
12/10/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
In 2017 I got a repair policy from endurance. Monthly payments for 12, 18, or 24 months. As of November of 2021, they're still taking monthly payments from my bank account & I want my money refunded.Business response
12/22/2021
A Manager from Endurance reached out to ************** regarding the status of the contract. ************** advised that she was no longer in possession of the vehicle. The Manager cancelled the account at **************** request. Endurance is sorry for the frustration this has caused the consumer and is committed to the highest level of customer satisfaction.Initial Complaint
12/09/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I initially purchased the 2015 Cadillac *** 08/16/21 at ****** miles. *** manufacturer powertrain warranty ended 06/2021 after its 6 year/70,000 (whichever comes first). I did extensive research and seen that the *** could be problematic and being proactive, decided to purchase Endurance Extended Warranty. I have had the car serviced and its a one owner vehicle that also had extensive CARFAX records on file. I had an oil change, balance and rotation conducted last week. A few days later I hear a sound and feel vibration. I take it to ******************* in ***************. ***y advised me the rear differential is failing. I left feeling confident in Endurance. I have had the policy for 47 days after yesterday and had surpassed the 30 day ***** mile waiting period. Being that the policy had only been active for 17 days they denied my claim to do the repairs due to pre existing conditions. Why would I even purchase a car, let alone extended warranty coverage if its not even going to be of use!? Im extremely disappointed and deeply offended. I would like them to hold themselves to a higher standard and assist me with these costs: $3,600.Business response
12/16/2021
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.
Initial Complaint
12/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
A vehicle service contract was purchased on July 31, 2020. At the time of purchase, the vehicle had ******* miles on it and was currently under a **** warranty until ******* miles. It was stated that you have to follow the manufacturer's warranty regarding maintenance, and upon agreement of the contract, I did my very best to follow these requirements. I had two previous claims prior to today and they were handled beautifully. I never had any issue with endurance and always paid on time (the premiums) without fail. Three weeks ago, my transmission went out in the car. I took it to the regular ******* garage where the car was always serviced at. The claim was initially denied due to no records were sent in for verification. A second appeal was sent in with all repair records but...denied again due to lack of maintenance and negligence. However, according to *******'s maintenance charts, I was in full compliance and was denied again because Endurance went back into old records prior to the contractual agreement and claimed that I was negligent in the care of my car. You cannot go back and deny claims based on anything that was done (Or not done) prior to a contractual agreement. So in sum, they can deny ANY claim for anything that was (Or wasn't) done at any time if it doesn't fall into their specifications and you would have no idea unless you read the fine print and then be able to interpret that if you don't have EVERY repair and maintenance record that proves you did everything on point with the manufacturer, then your claim *** and will be denied.Business response
12/22/2021
Upon receipt of the complaint, Management in Endurances Claims department reviewed ************************ claim. After review, the claim was reopened, and the transmission was authorized in the remaining limit of liability amount of $1655.04.
A Manager from Endurance has since reached out to ************************ regarding the claim outcome. Endurance is sorry for the delay and frustration that this has caused the consumer and is committed to the highest level of customer satisfaction.
Customer response
12/23/2021
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
12/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought Extended Warranty for my 2018 Cadillac Escalade, a I've made so far 3 payments. One of sales supervisor recommended me the highline maintenance plan, so I added. In our call, I asked him specifically, If I can submit invoice my self, he said yes. Specifically, I mentioned the windshield wiper blade, and he said you can get reimbursement for them if yo send invoice to us. So I thought will will be great, to do so. so I called for email to summited claim, they send me wrong email. I called again and they give an email so I summited my invoices. I waited a week, and I called CC didn't see my invoices coming, so they helped me again to submit them.. so I tried again and waited for a week and kept calling, no answer customer ********************** submit again. We are in December, I called in the past 2 week the claim department supervisor twice, claim department they said we don't reimbursement if licensed facility didn't install them. They transfer to account department, I spoked with *********************, he said they should reimbursement if you buy them on your own, and said wait from few days, he ask me to send the invoices, but he never come back to me. Then I called again and some tried to reach to ****************** told he will get with me next week. I waited but he didn't response, then I called again the claims supervisor, they said we don't, and they transfer me to **** in the accounts department, **** said can get reimbursement for windshield wiper, they he start yaling and start I saying I am going to hang up if you don't let me talk, I told him listen my story... at the end of the call, he said because you bought them form ***** you don't get reimbursed, but if you bought them from auto zones can get reimbursement. then he transfer me to claim. **** was Rude, was trying to finding an excuse to not reimpersemnet . **** Migly didn't bother to make his return via email when I asked for updates or return a call.. Sales and account lies, claims said we don't do that. since octobeBusiness response
12/22/2021
The contract purchased by ******************** has a 30-day and ****-mile waiting period, both of which must elapse before any claims are eligible, including maintenance claims. Any claim that first occurs before the end of this period is not eligible for coverage.
The consumer submitted for reimbursement of maintenance services. Unfortunately,the services occurred before the end of the waiting period and the claims department could not authorize reimbursement.
A Manager from Endurance reached out to ******************** regarding the claim outcome. Although reimbursement for the claim could not be authorized, in the interest of customer **********************, ********************** issued a goodwill payment for the cost of the wiper blades. Endurance is sorry for the delay and frustration this has caused the consumer and is committed to the highest level of customer satisfaction.
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