Business Profile

Auto Warranty Plans

Endurance Warranty Services, L.L.C.

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Complaints

This profile includes complaints for Endurance Warranty Services, L.L.C.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

3,421 total complaints in the last 3 years.
1,288 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:01/30/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
STAY AWAY FROM THIS COMPANY THEY WILL SCAM YOU!!!I AM CURRENTLY GOING THROUGH THE WORST EXPERIENCE EVER WITH THIS COMPANY! I HAVE HAD THIS POLICY FOR ABOUT 6 MONTHS. NONE OF THE SERVICES I HAVE NEEDED SO FAR HAVE BEEN "COVERED" BY THE POLICY EVEN THOUGH WHEN I FIRST SIGNED UP THEY SAID I HAD THE ULTRA PREMIUM PACKAGE THAT COVERS EVERYTHING BUT COVERS NOTHING AT ALL, NO WONDER WHY THEY REFUSED TO SEND ME A DETAILED DOCUMENT WITH EVERYTHING THAT THE POLICY COVERS.NOW WHEN TRYING TO CANCEL MY POLICY THEY MAKE ALL KINDS OF EXCUSES AND TRANSFER ME FROM ONE PLACE TO ANOTHER, WHEN THEY FINALLY TRY TO HELP THEY SEND ME A DOCUMENT ASKING FOR A NOTARY TO SIGN UP ON THE CURRENT MILAGE OF MY VEHICLE (WHAT DOES THIS HAVE TO DO WITH ANYTHING). I GUESS THEY ARE JUST MAKING IT DIFFICULT FOR CLIENTS TO CANCEL.STAY AWAY FROM THIS COMPANY THEY WILL SCAM YOU!!!
Business Response
Date: 02/10/2023
An Endurance manager attempted to reach the consumer but was unsuccessful. The manager has since provided their contact information via email to the address on file. If the consumer has questions, he can contact manager **** at ************.
Regards,
Endurance Resolutions
Customer Answer
Date: 02/15/2023

Complaint: 18951775

I am rejecting this response because:

I spoke to a manager named **** on Friday February 10th at 12:06 pm and he just said that he needed time to look into it.

Sincerely,

***********************
Business Response
Date: 02/16/2023
Endurance is simply the selling agent for this contract. The administrator is **************. This means that ************** is responsible for the approval or denial of claims, and Endurance plays no role in the administration of claims.

Please forward this complaint to **************:
************** (*******************************************************************************************************************************************)
Customer Answer
Date: 02/17/2023

Complaint: 18951775

I am rejecting this response because:
Then the whole thing since the beginning is not only false advertisement but also a scam because, I purchased the extended warranty from Endurance and the person that offered me the deal was Endurance and the customer ********************** is from **********************; so I should not have to deal with anybody else.

Sincerely,

***********************
Initial Complaint
Date:01/30/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchase this policy because I was told at the time it would cover everything from bumper to bumper. Just paid 15k to have a new motor put in and was looking for a policy that would cover any additional cost over the next few hrs. Bought the policy year later had some what I thought were minor fixes when my mechanic called they turned down everything and refused to fix one single it. Called company and they gave me the run around still without repaired have paid ****s into this company and no repairs
Business Response
Date: 02/09/2023
Upon receipt of this complaint, Endurance's Customer ********************** Manager attempted to contact the consumer in order to address their concerns. At this time we are requesting the consumer to reach out to Manager *** at ************.
Customer Answer
Date: 02/10/2023

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
Date:01/29/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I believe a fraud has been committed against me for the following reasons: On November 30, 2021 for an out of vehicle warranty, for a 2010 Chevrolet Impala. The problem lies "Endurance" Warranty Service" as they told me on December 28, 2022 that there was a limited liability of $1, 300. It's here that the fraud took place because the policy was purchase to have coverage for the ********************** As such, In October of 2022 the car was diagnosed with needing a Transmission, the claim was denied based on the limited liability. The terms of the contract consist of the following terms 60 months or ******* miles contract expiration (whichever comes first). The waiting period was 30 days or **** miles. ********* date was 11/30/2021 agreement purchase price was $4,927.00 and a $100 deductible. My monthly payments were $156.02 for the 60 month period. The contract expiration 12/30/2026 or the odometer of *******. However, if the limited liability was only $1,300 then this in itself is a fraud, because they (Endurance) was fully aware that they had "no" intention of providing engine coverage or the transmission. To add insult to injury then continue to withdraw funds from my account. They should have never sold the policy to me. This Breach of Contract. Therefore, they should be made to replace the "Transmission" and repay all the funds paid into the policy.
Business Response
Date: 02/08/2023
We appreciate the chance to resolve this matter. The consumers contract has a limit of liability that is equal to the **** average trade-in value at the time of the covered repair. A manager from Endurance reached out to the consumer to offer a full refund less the amount in authorized claims, and the consumer declined. The contract has been canceled at the request of the consumer.
Regards,
Endurance
Initial Complaint
Date:01/29/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 01/13/23, my vehicle (which is covered by an extended powertrain warranty under ValueMax (i.e., Endurance Warranty) began behaving strangely on the drive to work. I took my vehicle to a repair shop (Complete Automotive, ************, License #******* where the owner did a thorough evaluation and determined very quickly that the head gasket had clearly blown, as evidenced by obvious admixture of coolant and oil. I then took the vehicle to a Chevrolet dealership (CB Chevrolet in *******************, *************) for advice and assistance with my warranty claim - they also conducted their own independent thorough investigation and diagnostic, and came to the same conclusion: blown head gasket (which, I should point out, is explicitly covered under my powertrain warranty.) ***** called the warranty company, who sent an inspector out. After 15 minutes, the inspector denied the claim on the grounds that since no Check Engine light was present, no problem was evident. This is inaccurate to the point of insulting, and left both mechanics shocked. Two independent mechanics (one an actual ***** dealership) came to the same conclusion, which flat-out ignored groundlessly. Check Engine lights primarily light up re: emissions-related faults. A critical powertrain failure, twice diagnosed, that does not throw a code is still a powertrain failure, and must still be covered by the warranty I have paid for.
Business Response
Date: 02/06/2023
On 1/17/23, a claim was filed under the contract. The repair facility reported that the oil filter housing gasket was leaking, and exhaust gasses were present with the coolant. Endurance dispatched an independent third-party inspector to confirm the repair facility's findings.
Upon review of the inspection,the repair facility performed a chemical test that produced normal results.Endurance observed no check engine light, diagnostic trouble codes, or misfires after running the vehicle for ***** minutes. The repair facility did not have a hoist available at the time of the inspection, and Endurance could not verify a leak to the oil filter housing gasket. As the repair facility demonstrated no failures, the claim could not be authorized. The terms of the contract exclude the claim under section VIII., which states
U. Any repair or replacement of any covered part if a Breakdown has not occurred
We appreciate the opportunity to clarify the details of the consumer's claim.
Kind Regards,
Endurance Resolutions
Initial Complaint
Date:01/28/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased the Secure Plus Used extended service plan on 7/27/2020 for $3,771.00 for my used 2014 **** F-150 that I purchased from ************** in ******, ** on 7/10/2020. The day I purchased the truck, it had ******* miles on it. When I purchased the extended service plan, my truck had *******. There were no issues in them issuing the coverage and it was a complete coverage plan covering everything except routine maintenance. I paid the plan off in full and had never used it. It provided coverage for 60 months or until ******* miles and was still in effect when my engine locked up on 12/06/2022. I had just got my oil and filter changed on 11/18/2022 as routine maintenance as I always did. I followed the trucks information center as to when to get the oil and filter changed. When Endurance asked for all my maintenance information, I provided everything they needed, even when they stated there was a odometer discrepancy and, along with the service department at the dealership, we were able to get that resolved. Even after providing them with everything they requested and the inspection, they denied the claim completely. I was astonished and very upset. I requested what their requirements were and the service department also inquired what the requirements were and Endurance could not provide any details on their routine maintenance requirements other than manufacturers requirements, which I followed. I have been without my truck since 12/6/2022 and Endurance is refusing to provide any assistance in getting my truck fixed, even though I have paid for my in full. I just want my truck fixed. And if there is no resolution, then I want a full refund of what I paid for the **** $3,771.00. Thank you in advance for any assistance you may provide.
Business Response
Date: 02/07/2023
Thank you for bringing this to our attention. The consumer has since submitted additional service documentation, and the claim is under review by management.Endurance appreciates ********* patience as we complete this process.
Kind Regards,
Endurance Resolutions
Customer Answer
Date: 02/11/2023

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
Date:01/28/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My son purchased a Vehicle Service Contract from Enduranc on 10/9/2 for the used ******* Sonata he purchased on 12/2/21 and was performing ************ changes on the car himself. He purchased the contract from Endurance (10/3/22)and had performed 3 changes. When purchased, the car had ****** miles on it and when he purchased the contract the car had ****** miles on it. He started having problems with the engine and the car refused to accelerate above 25mph, he contacted Endurance. They provided a list of approved service centers and instructed him to select and take the car to one of them. On 11/15/22, he took the car to Sun Devil Auto, at which time the mileage was ******. ********* looked at the engine and informed him that they couldn't do anything and that the car needed to be taken to a Dealer. He then had the car towed to ***************** *******, in Surprise, They looked into the Engine problem, informed my son that the engine needed to be replaced, and also contacted Endurance to inform them and get approval. Endurance informed the dealer that they needed receipts for the oil and filters that had been purchased to make the needed ************ changes. Since all of the oil and filter changes had been performed prior to the purchase and signing of the contract, my son didn't have any of the receipts for the materials. We visited the Auto Parts Shops that he had been dealing with, obtained the receipts, and provided them to the dealer who emailed them to Endurance. Endurance then informed us that the receipts needed to have the mileage at the time the service was performed. We informed them that we didn't have the mileage written down, as these were copies of the receipts, and on 1/26/23, they have now informed us that they won't cover the engine, as they can't verify the receipts. This car has been in one shop or the Dealership for 2 1/2 months, my son has had no car and I have had to take him to work and pick him up, 30 miles each way, every day. Contract is under my son's name, *****************************, #EVPU6182250.
Business Response
Date: 02/07/2023
Upon receipt of the complaint, an Endurance manager reached out to the consumer to address the issue in detail. We are presently working together to find a satisfactory resolution.
Regards,
Endurance Resolutions
Initial Complaint
Date:01/27/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
endurance contract number: EADV26144660 I took vehicle to a ********* tire repair location in ***** ******** today, dia. determine raditor is bad in our vehicle. Endurance is trying not to repair vehicle because i purchase it in June 2022, when i purchase warranty, person ask for milage on vehicle, per rep i provided an estimate of approximately 104,8xx. Bill of sales shows 105, 757 as of June 4, 2020, there car fax is showing service back in November 2020 service showing approximately the same mileage of 105, 757 . That mileage discrepancy is prior to me purchasing both the 2009 ***** 5 and this extended warranty. I pay my month premiums without failed, i need my vehicle repair.
Business Response
Date: 01/30/2023
We appreciate the chance to resolve this matter. A manager from Endurance has reached out to the consumer, and we both discovered a clerical error made by the selling dealer. The clerical error has been resolved and the claim process will continue. We appreciate the opportunity to assist the consumer.
Warm regards,
Endurance
Customer Answer
Date: 02/01/2023

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
Date:01/27/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Endurance ********************************************************************* Endurance Contract Number: EADV36067536 Policy Expiration Date: 08/2025 I would like to file a complaint against Endurance Warranty. I purchased a contract from Endurance in July of 2021, I pay $131 a month to endurance for a service contract and my car broke down on December 6, 2022. The car was towed to a ****** dealership that night where it was determined the timing belt snapped and has caused major engine damage. The vehicle was up to date on all maintenance, all receipts and records were provided to Endurance by ******. Endurance is demanded I pay to have ****** perform a full engine teardown to determine what all has failed within the engine. ****** performed a leak down test and recommended the engine be replaced, to perform a tear down sounded absurd if all internal components of the engine are covered anyway via the contract. What is the point of paying almost $131 a month to this company if I still have to pay out of pocket for investigation into an engine that cannot be fixed for the sole purpose of we wont approve your claim without it. I agreed to let ****** perform the tear down and now Endurance denied the claim and will not honor their warranty, I still have fix the vehicle on top of the price for the engine tear down.The initial inspector for Endurance gave them a non-accurate report starting the vehicle cranks, however the belt snapped completely off making the vehicle impossible to crank much less even start. Endurance sent ****** a portal link on December 30, 2022 to upload photos, videos etc. validifying the inspector was wrong in his initial report. I have been without my vehicle for almost two months now and all information I get from the company comes after calling for days trying to get answers out of these people. I got the runaround this whole time, but nothing has changed on the status of my vehicle and its still sitting in ******. I have had this policy for 18 months and put **** miles on this vehicle in that time span. Also, the contract verbatim states "Authorize Tear-Down and/or Inspection - In some cases, You may need to authorize the Licensed Repair Facility to inspect and/or tear-down Your Vehicle in order to determine the cause and cost of the repair. You will be responsible for these charges if the Breakdown is not covered under this Contract. We reserve the right to require an independent third-party inspection of Your Vehicle prior to any repair being made." Notice it says if the breakdown is not covered, I will be responsible note that I have to pay out of pocket firsthand and then be reimbursed if it is covered. However, I was informed I will have to cover this expense for the tear down. They never want to let you speak to any managers, inspector, or adjuster to determine what they are exactly wanting or possibly looking for. On January 27, 2023 Endurance denied my claim. I asked to speak to a manager regarding this, I was transferred to other people that worked there, I was transferred to ****** who stated she is a manager. However, I spoke to her the day before and she told me she was not a manager or supervisor, once again I lied to by Endurance.The bottom line is this repair falls in their covered warranty as specified in my contract and should be repaired accordingly. The car is up to date on all ****** required maintenance. So far this has been a major hassle in having to contact them repeatedly checking to see if they are going to honor the product they sold me. I am really disappointed in Endurance and this should really be against the law. They sold a product but it seems they do not want to Honor what they sell. Just a shame and I feel like it is nothing but a scam.
Business Response
Date: 02/07/2023
Upon receipt of this complaint, Endurances Customer ********************** Manager attempted to contact the consumer in order to address her concerns. At this time we are requesting the consumer to reach out to Manager ***** at ************. The contract had been canceled at the request of the consumer.

Best regards,
Endurance
Customer Answer
Date: 02/14/2023

Complaint: 18941024

I am rejecting this response because: This was a covered item as described in the warranty policy. Endurance found a way to get out of honoring the policy I was sold. I am asking for a full refund that i have paid at a minimum, and i feel they should reimburse the cost of the engine teardown that was performed and so called required by Endurance.

Sincerely,

***********************************
Business Response
Date: 02/22/2023
A Manager from Endurance has since reached out to the consumer and has resolved the consumers concern. The consumer can reach out to Manager ***** with any additional questions at ************.

Warm Regards,
Endurance
Customer Answer
Date: 02/24/2023

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. I am very impressed with the effort ***** has made to me regarding this matter. ***** was very professional while explaining and listening to what I had to say.

Sincerely,

***********************************
Initial Complaint
Date:01/27/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This business had misled me and misreprent themselves when I first signed for their service they send me a ******************************************************************************************** yes the whole policy sold for six thousand plus but when my car having troubles they kept denying the claims for reasons parts not covered in short only covered internal parts and my transmissions internal parts proven failure after work up at my expenses and claim to be 8 thousand they denied it and only agreed for 3 thousand for reasons my car only worth that much leaving me copay **** knowing that my deductible only 100 dollars this is completely misleading on their if my car only worth 3thousand and they sold me the policy for six thousand this is attempt to defraud me and this company had numerous complaints against them
Business Response
Date: 02/07/2023
The consumers service contract has an aggregate limit of liability, which is the maximum that can be paid out under the contract. Per pg. 11, Limit of Liability, which states,
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.
On 1/18/23, Endurance authorized ************** transmission claim up to the limit of liability amount of $3,030.00. We appreciate the opportunity to clarify the details of the consumer's claim.
Kind Regards,
Endurance Resolutions
Customer Answer
Date: 02/14/2023

Complaint: 18936956

I am rejecting this response because:

Sincerely,

*********************
Initial Complaint
Date:01/26/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
1/26/23 Thank you for your time. I never do this or complain but today i was nformed that these crooks denied coverage for my engine that blew up in less than a year by endurance. They sent an inspector 2 times trying to blame anything they could, adked for proof of services and after they were all in agreement there was absolutely no neglect or anything they can blame us for they still denied coverage. There is no reasonable way they could possibly deny anything other than the amount it takes to replace the engine. Of course this is exactly why people buy warranties on vehicles in the first place. The ****** something catastrophic may happen VS the cost of ******* warranty coverage. It is easy for them to just cancel coverage which is completely unfair because any companies with any integrity at all would uphold their contractual obligations and companies like endurance are giving people false sense of security and denying everything when the ****** of warranty doesn't work in their favor. It's a business practice they should not be able to get away with, they don't have good reasons and fight everything, and do things like this which actually cost me more money for the shop to tear down and inspect the engines internal components that would not be done if wasn't demanded by them after all the initial denial attempts. Please help me and all the other people unfortunate enough to have placed faith in this horrible company. I've attached a pic of the contract, it is in my wifes name but shes having a nervous breakdown now due to this. Thank you if there is anything you can do it would be greatly appreciated, thank you again for your time. Feel free to contact me if there is anything I can provide.
Business Response
Date: 02/03/2023
On 1/13/23, a claim was filed under the contract. The repair facility reported that the vehicle would not start, there was damage to the left cylinder head, scored cam journals, and excessive amounts of silicone between the oil pump and the block. The repair facility performed a teardown to diagnose the cause of the failure. Endurance then dispatched an independent third-party inspector to confirm the repair facility's findings.
Upon review, the inspection showed cylinder heads 2 and 4 were damaged, metal in the oil pan, and an excessive amount of silicone restricted the oil pump pressure outlet to the engine. Failures due to lubricant blockage are not eligible under the contract, and Endurance could not authorize the claim. The terms of the contract exclude the repair under section VIII., which states
J. Any Breakdown caused by failure to maintain proper levels of lubrication, lubricant blockage, coolant blockage,lack of lubrication or carbon buildup. Repairs to seized or damaged parts due to operation without sufficient oil or coolant.
We appreciate the opportunity to clarify the details of the consumer's claim.
Kind Regards,
Endurance Resolutions

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Endurance Warranty Services, L.L.C. is NOT a BBB Accredited Business.