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Complaint Details
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Initial Complaint
02/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was sold my car In October 2021, by North Star auto(I will be filling a complaint on them as well). North Star Auto sold me a warranty for around $3,000 dollars. I noticed a lot of issues with the car right at the start. but I had bought a really good warranty so I was going to wait to bring the car in. until I knew what was all wrong with it. I brought it in to ********************** and the warranty not only took 2 weeks to get someone out there, but when someone did come out the report came back and they were not going to fix vital things to the car running. Which should all be covered. I have a son and haven't had a car for about a month. If you could please take a look at all of this that would be amazing. The technicians name is ****, in case you need a point of contact. this warranty company is holding out. And North Star auto is scamming people.
Business response
02/24/2022
The contract purchased by consumer is a stated component coverage. This means all eligible parts and components are listed by name in the schedule of coverage found in the contract. Any part not listed is not eligible for coverage.
On 2/2/22, a claim was filed under the contract reporting failure to several components.Of the losses reported, the fuel level sensor, differential coupling, and lower ball joints were eligible for repair under the contract and authorized.
We appreciate the opportunity to address this concern.
Best Regards,
Endurance Resolutions
Initial Complaint
02/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The company is Endurance Extended warranty. I purchased this warranty almost two months ago. I started having issues out of my vehicle a week ago. I put it in the shop because I knew I was covered to get checked out. When they contacted me (dealer) telling me. Endurance stated its a discrepancy in my mileage. So, I called them I explained that I was never told to go to my vehicle & give a accurate mileage the salesperson asked for roughly the starting mileage I gave it to them. Salesperson stated Im covered 30days after ot *************************************************** ITS COMBINED it has to be both **** ml & 30days. I was 78 miles off. They took my payment for 2 months from my account. I asked why no one has called me about this issue until now. I had to call yall. I requested for a cancellation & full refund they telling me they not gonna refund my full amount to me. I really need BBB assistance. Thank YouBusiness response
02/22/2022
Upon receipt of this complaint, an internal investigation was performed, including review of call records from the sale of the contract. Endurance can confirm that the waiting period of 30 days and **** miles was provided correctly. At this time, the consumer has cancelled her contract. In the interest of our commitment to customer **********************, ********************** will issue a full refund to the consumer instead of a pro-rata refund. The refund is scheduled to be sent out on 2/23 to the address on file. We appreciate the chance to address the consumer's concerns.
Best Regards,
Endurance *************Initial Complaint
02/12/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I do not want to continue to get post cards nor phone calls about these vehicle protection programs. I have never purchased these types of programs for any of my vehicles and do not need to purchase any of these programs. We have our own mechanic whom we trust! I need these solicitations to STOP immediately. BBB please help! I am sure thousands of these post cards are send out everyday all over *** to fellow *********, they are such a bother. Thank youBusiness response
02/14/2022
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 ********************, 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
02/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a 2009 ****** ********* from a Dealership, and immediately asked prior to the purchase and signing of the contracts for the highest level warranty available, Just in case the head gaskets had any issue. I was informed of Endurance's services, and was told at the time of purchase by the dealership that the warranty would cover me the moment I left the lot with the vehicle.... Two hours later, I was sent a copy via text message of the warranty, however, the level [3] of the warranty had no additional exceptions. The box below that [Level 1] listed a 12 or 24 month terms with a grey box stating that the coverage plan/tern has a 30 day and **** mile waiting period. But that wasn't on the box directly above it [level 3]However, someone denied me coverage, stating that it was a 'pre-existing condition', but that was not the box that was checked, nor anything else. It appears as thought they are attempting to apply the level 1 requirements of 30 days and **** miles to the level 3, which is not valid nor supported on this contract.Business response
02/24/2022
On 2/8/22,a claim was filed under the contract reporting failure to the head gasket. The repair facility reported that oil was leaking from both sides of the head gasket. An independent third-party inspector was dispatched to confirm the repair facilitys findings. Upon review of the inspection, the failures demonstrated indicated a long-term leak, which the repair facility concurred. As the failure was pre-existing prior to contract issuance, the claim could not be authorized. Per contract Section VIII. WHAT IS NOT COVERED:
Unless expressly provided herein, Coverage is not provided under this Contract:
I. For any pre-existing condition, for any Breakdown occurring prior to the Effective Date and Mileage
We appreciate the opportunity to address this concern.
Best Regards,
Endurance Resolutions
Customer response
03/02/2022
Complaint: 16758843
I am rejecting this response because:
Used cars are known for having issues - the dealership actually spoke to you about this - why offer a warranty if you're just going to refuse every single repair due to 'pre-existing conditions' - its a used car, it's going to have pre-existing conditions.
There's literally no point in offering a warranty for a used car otherwise, you'll be able to claim pre-existing conditions on every single used car.I'll need a full refund. The moment I have one, I'll be satisfied.
Sincerely,
*********************************Business response
03/04/2022
Failures that are present prior to the purchase of the contract are excluded under the contract terms, which state
Unless expressly provided herein,Coverage is not provided under this Contract:
I. For any pre-existing condition,for any Breakdown occurring prior to the Effective Date and Mileage
Endurance has informed the consumer that cancellation must be initiated with the selling dealer. We appreciate the opportunity to assist the consumer.
Kind Regards,
Endurance Resolutions
Customer response
03/07/2022
Complaint: 16758843
I am rejecting this response because:
The dealership is having issues with the business in obtaining a refund, and has reported to me that there are issues. The business needs to speak directly to the dealership regarding this.
And again, I attempted to gain a refund and was put off by the business. I'm still waiting on a refund at this time, and will be approving of a solution when that refund is obtained.
Sincerely,
*********************************Initial Complaint
02/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a 2008 ***** CX 7 on 11/29/2021 early in the morning. Since the inspection was going to expire, I went and got a state/emission inspection. I then transferred the Endurance Warranty from my 2009 **** Expedition which I had for a year to the *****. I then went for an oil change at ******** I called ************ on 01/21/2022, for an appointment on 01/27/2022 to check the vehicle for humming noise and an oil leak. I thought the humming noise was from a bad hub. The service center found oil leaks on the valve cover, oil pan, turbo, etc. The service center determined the turbo was creating the humming noise. The service center also mentioned that these vehicles are known for these leaks to occur anytime, I thought the issues found will be handled by the warranty. Boy, I was wrong. An adjuster came out on 01/28/2022 and deny the claim because of pre-existing conditions. The adjuster was not aware the vehicle was inspected before adding the vehicle to the warranty. Also, he was not aware an oil change was done. So I submitted all the necessary documents (State Inspection Report, Emissions Inspection Report, and Oil Change) to the warranty to show this vehicle was serviced by two different facilities. Also, there is no mention on these documents of any preexisting condition.I had multiple discussions with different people from the warranty company which was not helpful. They are quick to deny the claim. One person said the adjuster was sent because the repairs are above $1,500.00. I mentioned there is no such limit or verbiage in my warranty of this limit. I brought this up to others at the warranty but they just denied it.They are also looking to deny coverage because of a 20-mile discrepancy between the warranty start date and the documents submitted. The miles I provided were the miles I remember when purchasing the vehicle. The rep accepted those miles. *********** the 20 miles factor is meanless because I am well above the miles limit.Business response
02/24/2022
A Manager from Endurance subsequently contacted ******************** and provided an explanation of the claim outcome. In the interest of customer satisfaction, the Manager is working towards a mutually beneficial resolution with the consumer at this time.Initial Complaint
02/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased my extended warranty through Endurance Warranty in August 2021. I filed a claim February 2022. The mechanic told me my claim was denied to call the warranty company and they would tell me why it was denied. I was told there was a mile discrepancy and I didn't understand. The first person I spoke to said my contract says ******* miles and the repair shop entered miles that were extremely lower. I told them I know I didn't say that amount of miles. I said ******* miles. I asked them to listen to the recording because I know I didn't say that. I knew it had to be an error or typo on their part. I spoke to 3 different people and was finally told that the first person I spoke to when I purchased the warranty asked what the miles were and I told her ******* miles. I looked before I called but wasn't sure if it was exact so when she asked if it was exact or estimated, I said estimated. While I was on the phone I went and checked my miles and I was actually right. A different representative got on the phone and asked me if my miles were ******* and I said yes, it was exact. I'm a single working mother doing so many things at once, I NEVER thought they would tell me a completely different number than what I told them. She then said on the recording the rep said I need to tell them the exact miles within 30 days. I don't remember hearing him say that. My question is why say that if I told you those were my exact miles? She also said, it's stated in my contract to tell them my exact miles. **** I finally read the contract it also said if they're not able to determine my miles then the contract was invalidated. The lady I spoke with said I have 2 options. I could continue with them and get a better warranty since I had less miles or cancel and receive $325. My question was why not $804.75 because they debited my account knowing my claims would be denied because I "never told them my exact miles" but I did. Why prorate MY money?Business response
02/22/2022
After receiving this complaint, an Endurance Manager contacted ******************** and resolved the situation.
Best Regards,
Endurance ResolutionsCustomer response
02/23/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
02/11/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been trying to cancel my extended warranty for over 3 weeks. I have sent emails, which I was then told the only way to cancel is to call. So I have called numerous times, being on hold for well over 3 hours total, and finally I was able to speak to someone yesterday. This representative apologized for me having to wait for such a long time to get through, and that they are short staffed. He saw that I had been trying to cancel for almost a month, and told me that he would refund my account, right way, since it wasn't my fault they were short staffed. He proceeded to keep me on the line while he did the steps to get my policy canceled. He told me that my refund would be sent to the account on file and that it may already be there as we spoke. There was no mention of any other paperwork that needed to be filled out and that for future reference, to not give into pressure sales and to work for better deals... So quite an honest and upfront guy. We went next door, did some more work while on the line with me, and when we ended our call, he said everything was canceled and I was good to go. Now I get an email, with a form that has to be notarized and sent back into them. If that was the case, why did I spend three weeks trying to call them, waiting on hold, over and over again, if there was something else I needed to do.Business response
02/23/2022
Endurance's Customer ********************** Manager attempted to contact **************** multiple times after receiving this complaint in order to offer the consumer a resolution. We are currently requesting that the consumer contact Manager *** at ************.Initial Complaint
02/10/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On Jan 22, 2022 I requested information online from Endurance. They called 4 times within a 2 hour period, texted and left voice messages while I was at work. I answered the 5th call and told them I was no longer interested and to not call me. Since then they have repeatedly called and texted. I have texted them to stop and told them to stop calling.Business response
02/16/2022
We can confirm that the consumer has been add to our internal Do Not Call list and will receive no further contact from Endurance. We're sorry for any frustration this has caused.Initial Complaint
02/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Auto Warranty Company/ (Policy# EADV26071821 (Plus plan) and EADV16071819 (Prime plan) for ******************************/ Purchased 8/11/2021 / Policy # EADV36071159 for *********************** (Purchased 8/9/2021 Plan: Advantage Preffered) - Issues: 1. Sold the incorrect policy on 8/11/2021 - Told agent I wanted the same plan as my mother: *********************** - My vehicle did qualify for the Preffered plan - 10 yr or newer with less then 150K miles ********* 2011 Dodge Ram **** with ******* miles at time of purchase: 8-11-2021) / 2. Unwillingness to pay claim even though service was covered in contract. My normal mechanic spent over an hour on the phone and they would not pay. (have receipts). 3. Unable to get assistance with above issues on the phone- Called ************ and ************ Called multiple times with hangups, transferrs, finally got a CS agent who asked me to put all my info in an email which I did, no response. Agents would want to transfer but couldnt even tell me who they where transferring me to nor why. / 4. After waiting 2 days for a call from supervisor this is the email I received. My manager advised that the policy would need to be re-written. She also responded that you reached back out and were transferred to the specialty team for resolution. (No signature other than the company name -no phone number or address or agent name) / My email even included a solution - just to review and change to correct policy. NOW I want a FULL REFUND AND POLICY CANCELED. (i paid $500 and $450 down plus monthly payments / My mother: *********************** paid $1000 down plus monthly payments)Business response
02/17/2022
A Manager from Endurance reached out to **************** regarding the claim outcome. The consumer requested that the policy be cancelled and to receive his refund. The Manager confirmed that the consumer would be eligible for a pro-rata refund after the 30th day of the contract term. In the interest of customer satisfaction, the Manager expedited the processing and shipment of the refund.Endurance is sorry for the frustration this has caused the consumer and is committed to the highest level of customer satisfaction.Initial Complaint
02/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I took my car to authorized dodge dealer on 01/23. I have been calling to check status and get a rental. On 02/08 Endurance told me they needed my last 3 oil changes. I faxed my copies of receipts over the same day. On 02/10 I called to check status and they said my claim was denied due to hand written receipts. The receipts are not hand written. They are from an actual ConocoPhillips where I live in a small town. ****** said that they must be computer generated. I explained to her that I live in a small town and they dont do computer receipts. They have ticket books. All the receipts I sent state the companys name and address, They all have ticket numbers. I think this is a very crappy way for them to try and get out of a contract and repairs. When they sold me the warranty contract I was never once told that my oil would have to be changed somewhere where they print your receipts from a computer. This is horrible customer ********************** and fraudung customersBusiness response
02/17/2022
Upon receipt of this complaint, Endurance's Customer ********************** Manager attempted to contact the consumer in order to address their concerns, and to determine the appropriate resolution for the consumer. At this time we are requesting the consumer to reach out to Manager *** at ************.Customer response
02/21/2022
Complaint: 16752844
I am rejecting this response because:I finally was able to talk to the customer ********************** manager and that didnt help at all. He offered me a refund of what I paid them (Only IF I agreed to say on here it was resolved, not out of good customer ************************ but that doesnt help me because now something is wrong with my motor and an actual honest company isnt going to give me coverage now. He kept saying "We are denying it due to handwritten receipts" But my reciepts are not hand written, they are from a legitimate buisness with all thier info on their reciepts as anyone can see in the pictures I attatched. I really feel like that is something the salesman should say when they call you and get you to buy thier services. like "As a reminder we do require you to get your oil changed at a place that computer prints reciepts." Something like that would save alot of happy people. But I'm betting this company hopes for things like this that was they can weasle thier way out.
Sincerely,
*********************Business response
02/25/2022
On 1/27/22, a Cummins CDJR representative contacted Endurance to file a claim for repairs on **************** 2012 Dodge Charger. The repair facility reported multiple component failures. Some of the failed components were not listed for coverage on the consumer's contract. The engine was the only component that was eligible. The repair facility stated the vehicle was driven into the repair facility with multiple oil leaks and a ticking sound coming from the engine.
As part of the normal claims process, the consumer was asked to provide maintenance documentation to ensure that the maintenance requirements were met. Due to the consumer's handwritten and unverifiable documents, the claim was denied for lack of verifiable maintenance and non-covered parts.
Per the consumer contract:
Verifiable Document Means a computer-generated maintenance or repair invoice from a Licensed Repair Facility printed on the facilitys letterhead. The document must include Your name, Vehicle year, make, model and VIN, date, and mileage at the time of service to be considered verifiable. Handwritten documents, invoices, and/or receipts will not be accepted.
An Endurance customer ********************** representative contacted the consumer and explained the denial in detail. In the interest of customer **********************, the consumer was offered a full refund, which she declined.
At this time if the consumer has any further questions she may contact Manager *** at ************.Customer response
03/02/2022
Complaint: 16752844
I am rejecting this response because:I declined a refund because you wanted me to say the problem was resolved which it wasnt. My receipts are veritable with the companys information stated on my tickets (as attached). I have now found out that the motor that endurance did install last time was a rebuilt one.
I really wish I would have came to this sight before I canceled my previous coverage and read all of these responses where this company continually screws over customers.
Sincerely,
*********************
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