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Complaint Details
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Initial Complaint
11/16/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Company is not fulfilling their end of contract Have had a claim in the pending status for over 6 months We have followed all their instructions but 2 claim (not even very large ones ) have not been honoredInitial Complaint
11/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The company is denying to pay for a covered repair. I specifically purchased additional coverage for "seals and gaskets". Now there are gaskets that need to be replaced, they are saying they won't cover them because they were a "preexisting condition", but they were not.
Business response
11/18/2021
After receiving this complaint, Endurance's supervisor contacted ****************. At this time, Endurance and **************** are working towards a mutually beneficial resolution.Customer response
11/30/2021
Complaint: 16029371
I am rejecting this response because:Hi,
This issue is NOT closed.
I am still waiting to hear from the business regarding their offer of a resolution. All they have done so far is advise me they will TRY to work it out, but have not yet made an offer to do so.
***********************
Business response
12/01/2021
After receiving this complaint, an Endurance Manager contacted ****************, explained the denial in detail, and offered the consumer a resolution. **************** expressed his satisfaction with the outcome. Endurance values the consumer's assistance in reaching a mutually beneficial resolution.
Endurance apologizes for the inconvenience this has caused the customer and is committed to providing the highest level of customer satisfaction.
Customer response
12/30/2021
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.Better Business Bureau,
I am writing _again_ concerning Complaint ***********.
This item was closed without my final comment. You have it marked as:
"Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied."
This is FALSE!
As stated by the business, we did come to an agreeable arrangement and I would like the status changed to reflect this. And if you wont do that, then please just remove my complaint completely. By keeping this status, you are preventing the business from keeping their end of the bargain we struck.
Thank you,
***********************
Initial Complaint
11/10/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Harassment by way of telephone messages and ***** The phone number for them does not work. I NEVER had a policy with this company nor ever heard of them. I want them to stop any and all contact with me.Business response
11/14/2021
Please note, Endurance does not make "cold calls"or any outbound sales call unless specifically requested by a consumer via our online portal. Endurance can confirm that no solicitation calls originate from Endurance. Endurance recommends that the consumer determines from what company the calls originate and contact that company to ask that they cease.
We are sorry for the frustration that Endurance's mail piece caused Ms. ********, 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 mail advertisements from our company. Please allow up to 10 business days to process this request. The consumer may still receive additional mail pieces sent during the processing time.
Customer response
11/16/2021
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
11/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
i have been customer with ********************** since 2017, i purchase warranty for my van for $3000,a monthly payment $110 ,after few month i add ,my car also with different policy with monthly payment $100 .i use endurance once for my car for alternator, endurance refuse the dealer to replace with original one they insist in after market replacement. my warranty on my van and my car end i purchase another warranty for my van and car ,now after 20 plus month from making payment for both ,i have problem with my ***************** issue ,i took my van to the dealer when dealer call endurance they decline the work claiming the van use for commercial ,bec it have logo on the van. the logo on the van added 6 month after purchase the warranty .this company and many other company take advantage of hard working people to make millions and billions dollars .and when time to pay out they refuse to do so ,this company and many other company like it should be fine or close . i cancel my warrant for both vehicles.i rather pay for my own repair when i need it , .Business response
11/24/2021
Upon receipt of this complaint, Endurance's Customer ********************** Manager attempted to contact ****************** in order to address his concerns. At this time we are requesting the consumer to reach out to Manager *** at ************.Customer response
12/02/2021
Complaint: 16119985
I am rejecting this response because: i contact the company twice with my phone number and contact info .i have been told the person in charge will return my call. from the voice mail left on my phone sound that the company dont care about solving the issue all they care about the compline to BBB,
Sincerely,
Wael DBusiness response
12/08/2021
Following receipt of this complaint, an Endurance Manager contacted ******************, explaining the denial in detail and offering the consumer a resolution. ****************** expressed his appreciation with the outcome. Endurance values the consumer's involvement in finding a mutually beneficial solution.
Endurance regrets the inconvenience this has caused the customer and is committed to providing the best possible service.
Customer response
12/16/2021
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,
Wael DInitial Complaint
11/09/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My contract number is eadv36014296 and my name is *********************************. I purchased a beautiful *** last Christmas and purchased an extended warranty that covered EVERYTHING through Endurance, it also included regular maintenance. I put down down around $800-1000, and my payments were $147 per month approx. A couple of months ago, I took my car to the *** dealership for service and the total came to $680 approx. ******payment was suppose to be $100 but when the *** dealership contacted Endurance, they had the nerve to say that all they would be was $117!! This is ridiculous. What have I been paying all this money for each month? My membership included all the maintenance. I contacted the company via certified letter but they never responded and canceled my extended warranty. If they are going to do that, they should at least pay me back my money invested into it, that was NEVER used. They also did NOT honor their contract to cover my maintenance for my vehicle.Business response
11/17/2021
A Manager from Endurance spoke with ****************** to address her concerns. 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 satisfaction, ********************** agreed to reverse the forfeit and issue a pro-rata refund. Endurance is sorry for the frustration that this has caused the consumer and is committed to the highest level of customer satisfaction.Customer response
11/19/2021
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
11/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Blown gasket on engine and the engine needs to be replaced. Provided all my oil change records to Endurance and they denied the claim. Asked for it to be reconsidered and they requested cool maintenance records. I provided them the name of the individual who did it last year. It has been over a month now since the claim was made and at this point they are just stalling and doing everything they can to deny the claim and not pay to have a new engine put it. I purchased this warranty when I bought the car two years ago from the dealership. I am now accruing storage charges at the dealership. They need to honor the warranty.Business response
11/22/2021
As previously stated, the consumer has not provided documentation that this maintenance service was completed. Endurance requests that if the consumer has verifiable documentation that this service was completed, the consumer immediately present it to us for review.Customer response
01/04/2022
Complaint: 16113226
I am rejecting this response because:When I told the Endurance I did not have a copy of the record but the work was done they sent me this back in November:**************,Is it possible for you to let me know of the location/repair facility that did due the coolant flush so I can try to contact them and obtain the requested documentation on the matter at hand?Thank you,In turn I gave them the name and number of *********************** which again to my understanding they never contacted.If this is as far as it can go with you all I would like to **** as it not being resolved with the business.
Sincerely,
*********************Business response
01/06/2022
Documentation was required for the coolant maintenance service that was due on the vehicle, as noted in Endurance's earlier response. This maintenance service was not conducted according to the consumer's documentation. Endurance requires that if the consumer has verifiable documentation showing this service was completed, the consumer present it to us right away for review.Initial Complaint
11/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased an extended warranty for my 2014 Buick regal in May of 2021. I had an issue shortly after that was denied because It wasn't covered under the policy, so I decided to get a quote to upgrade to a higher tier of coverage. in October I spoke to a rep who took care of the upgrade in coverage and told me I needed to do nothing, made the process seam very simple, and told me I would simply be charged the new rate the next month. The end of November was a weekend and my check engine light came on so I took it to a local mechanic who informed me that the issue was engine related and that it would need to be taken to a dealership. I took it to the dealership on the next Monday (11/01/21) and they determined I needed a new engine. My claim was denied by endurance because the issue was "preexisting" and wouldn't be covered under that new policy. I called and spoke with numerous representatives informing them that, if it was a preexisting issue, it should be covered under the old policy. I've been told that by upgrading my coverage, I effectively "canceled" that policy and that that policy is now void and will not cover the engine either. I was not told by the representative that I would have a lapse in policy, or that any issues that happened while the policy was active would be denied once the new policy took effect. I feel that after months of paying hundreds of dollars on time (without missing any payments between policy changes), and then upgrading my coverage, giving more money to this company for peace of mind, they are trying use their error and lack of communication to deny my claim. I never new I was "voiding" my other policy before this one took effect and I'm asking that my claim be covered, whether under the policy that was in effect when the claim was made, or under the policy that was in effect for 6 months up until the new policy should have taken effect.Business response
11/17/2021
Upon receipt of this complaint, Endurance performed an internal review, including a review of relevant call recordings. Upon review of the recordings, it was confirmed that ************ was properly informed of the cancellation of his original contract at the time of the new contracts writing.
Normally,the contract is eligible for a pro-rata refund if cancelled past the 30th day of the contract term. In the interest of customer service, ********************** has instead agreed to issue a full refund. Endurance is sorry for the frustration this has caused the consumer and is committed to the highest level of customer satisfaction.
Initial Complaint
11/06/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I received an undated misleading letter from ENDURANCE [announcing a Price Increase on its EVSP plans] In point of fact it was a misleading sales solicitation. I already have an extended vehicle protection plan which I purchased from ****** when I bought my vehicle. The contact # I was provided ************** does not correspond to any of contact numbers provided on the Endurance website. A check of that number on the internet identifies it as a source of SPAM calls. How is it that the soliciter knew I purchased a 2021 ****** Ascent and had my name and home address? I wish to have my personal information/file removed from any ENDURANCE maintained system -and- if the solicitation was in fact generated by ENDURANCE I want to know how it obtained my information. The 'customer code' shown on the ******************** letter is A1300421438.Business response
11/11/2021
Please note, Endurance does not make "cold calls" or any outbound sales call unless specifically requested by a consumer via our online portal. Endurance can confirm that any such solicitation calls did not originate from Endurance.Endurance recommends that the consumer determine from what company the calls originate and contact that company to ask that they cease.
We are sorry 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 mail advertisements from our company. Please allow up to 10 business days to process this request. The consumer may still receive additional mail pieces sent during the processing time.
Initial Complaint
11/05/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Harassing phone calls & sending leaders in the mail constantly. I want to be took off the mailing list and phone calls to stop. I have contacted them several times but it has not stopped.Business response
11/11/2021
Please note, Endurance does not make "cold calls" or any outbound sales call unless specifically requested by a consumer via our online portal. Endurance can confirm that any such solicitation calls did not originate from Endurance.Endurance recommends that the consumer determine from what company the calls originate and contact that company to ask that they cease.
We are sorry 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 mail advertisements from our company. Please allow up to 10 business days to process this request. The consumer may still receive additional mail pieces sent during the processing time.
Customer response
11/17/2021
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
11/04/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I signed up with endurance extended auto insurance. I didn't read there procedures needed to file a claim. After there 30 day waiting period my truck started having issues. I took my truck to the dealership to be diagnosed which was determined to need another engine. After the dealership contacted endurance the claim was rejected. So I call endurance and canceled with them after about 20 days into the second month. The representative said that she would send me a cancelation form which needed to be notarized so I could get my refund of ****** which was the down payment and 2nd month premium. So I followed their instructions and called them back when I submitted the form. They advised me at that time that it would take 30 days for the refund. 30 plus days passed I called them back again about the refund and they informed that I did not request for a refund and I needed to do that first. I spoke to a supervisor which informed that the check would be sent within 2 weeks. Check arrived a day later for 200 instead of 538. I called them back and the rep said that it was prorated. I tried to find out why and how they calculated this and they would give answer. This company does not give you pertinent information upfront before signing with them.Since I am a mechanic and do not take my vehicles any where for service if I am able to do the work that I am not qualified as per endurance to do my own work on my own vehicles voids the coverage of any sort. This information was given to them before I agreed to purchase there coverage.They require businesses receipts plus no information as per cancelation and then prorating refund even if there own representative said I would get a full refund since I didn't use the insurance.Business response
11/17/2021
A Manager from Endurance reached out to ********************** regarding the refund. 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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