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Complaint Details
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Initial Complaint
08/31/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Endurance never honored my contract EVPU6317972 , i believe they actively wanted to find a reason to not to cover a claim with them and also charged me for coverage that they never kept . and they never refunded my full insurance payment to them , which they said they would initially refund and then they wanted me to sign something prior to refunding and i refused. After i filed a complaint with them which they never resolved and after i have told them on the phone that i wanted to cancel my plan with them and that i will never insure anything with them again which they said they will not send me anything any more Now . they keep sending me mailers . I am sick and tired of their mailers. Tell them to stop harassing me with their mailers asking me to insure my car with them, which i will never do . I do not want to receive any more mailers from them and they still owe me about $400 of insurance i paid them for insurance they never honored and that that they never refunded, yet they continue to send me mailers! which stresses me out especially after the horrid experience i have had with them in the past. I DO NOT WANT ANY OF THEIR MAILErs and having to read through them and then discarding them. ! They should refund the balance of the $400 they never refunded. Yet they continue to harass me. They should refund the about $400 balance for the stress due to the stressfull nature of the mailers they keep sending me to insure with them, which in my opinion is harassing and stressful
Business response
09/04/2024
Please be advised Endurance vehicle service contracts are offered in over ***** automobile dealerships as well as direct-to-consumers via the internet, television commercials and direct mail promotions. The consumer received a mailed advertisement for products sold by Endurance.
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
09/06/2024
Complaint: 22222648
I am rejecting this response because: i had signed up for endurance car warranty services before and I was not satisfied with the lack of warranty services provided, and they did not even refund my full amount, of my initial contract which they initially promised , and failed to do, pursuant to my i canceling my contract with them and told them i will never use their services again. So for them to continue mailing me endurance mailing when they still owe me $400 of money i paid them that they were supposed to refund while continually sending me their mailing is *******. This was not random mailing and i attempted the return to sender , yet they continued to send me mail despite the fact that i told them when they failed to refund my full payment like they promised never to send me any of their correspondence again. They can refund the $400 deficit they owe me for the stress and hassles or continually sending me unwanted letters after denying my claim and then not refunding the full amount of the contract i paid them. Continually getting their un wanted and unwarranted letters causes me anxiety and i want them to refund the balance of $400 refund they owe me for reopening the stress of their non coverage by incessant letters to me. They did not address that in theiur response to me
Sincerely,
**************************Initial Complaint
08/30/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Been paying insurance coverage on vehicle repairs and when times comes for repairs they denied my claimBusiness response
09/10/2024
Thank you for bringing this matter to our attention. A Senior Resolutions Specialist has contacted the consumer and addressed their concerns. We appreciate the opportunity to resolve this matter.
Kind Regards,
Endurance
Customer response
09/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
08/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
was denied service that cover said some else cause the problemBusiness response
09/10/2024
Upon receipt of this complaint, A Senior Resolutions Specialist attempted to contact the consumer in order to address their concerns. At this time we are requesting the consumer to reach out to Specialist ****** at ************.
Kind Regards,Endurance
Initial Complaint
08/30/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I had a break down. Per their agreement they will pay if my vehicle was at a licensed facility. It was. They have not paid me for the rental. I provided them proof of rental costs.Business response
09/06/2024
In the event of a covered breakdown Endurance will pay or reimburse rental expenses while the consumer's vehicle undergoes repairs, subject to contract terms and conditions. Endurance reimbursed the consumer for verified rental expenses per the contract terms. In the interest of customer **********************, ********************** has attempted to contact **************** to determine a resolution. **************** may also contact Senior Resolution Specialist Chenique at ************* for further assistance.Customer response
09/07/2024
Complaint: 22218686
I am rejecting this response because: I have reached out to the business for a resolution. Agent took notes and said someone would follow up but I havent received a call back. The request has been on going since the repairs were completed in Jan. Please advise of resolution to reimbursement within this platform.
Sincerely,
***************************Business response
09/13/2024
A Resolution Specialist has contacted the consumer to address her concerns. Endurance has issued a reimbursement check for the receipted expenses provided, which was sent on 9/6/24. If, **************** needs any further assistance, she may contact Senior Resolution Specialist ********.Customer response
09/13/2024
Complaint: 22218686
I am rejecting this response because: spoke with representative and was told that 100 of the 250 would be reimbursed. Was asked to docu sign a document that would release them from the contract and any future work needed. I rejected that offer. To date no payment has been received and it was quite disheartening to have notice of not wanting to further honor the contract I paid for because Im asking for the reimbursement that Im due.
Sincerely,
***************************Initial Complaint
08/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 8-29-2024 I paid my bill for ****** they took it out 2x now giving me the runaround about putting my money back into my account my account number is ************ now this has caused my account to be overdraft due to there wrong doingBusiness response
09/05/2024
Upon receipt of this complaint, a Senior Resolution Specialist attempted to contact the consumer in order to address their concerns. At this time we are requesting the consumer to reach out to ****** at ************.Initial Complaint
08/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
WE SIGNED UP FOR EXTENDED WARRANTY ON TWO VEHICLES ON 4-08-2024 THEY HAVE TAKEN OUT ****** AND ****** FOR EACH VEHICLE SINCE jUNE 2024. WE HAD A CALIM ON ONE CARTHAT TOOK THEM 3 MONTHS AND THEY DENIED IT . WE FEEL THEY ARE LYING TO US BUT THEY SAY WE TOOK IT TO A REPAIR FACILTY 700 MILES BEFORE THE WARRANTY WAS VALID. AND A TIMING CHAIN CODE CAME UP THEY CANT TELL US WHAT FACILITY. ( BECAUSE WE NEVER DID THAT) WE WAITED 3 MONTHS FOR THE OIL SAMPLE TO COME BACK AND IT WAS CLEAN SO WE FEEL THEY CAME UP WITH ANOTHER EXCUSE. THEY NEVER HAD THE GARAGE TEAR IT DOWN TO SEE WHAT REALLLY WAS THE PROBLEM. SERVICE MANAGER AT THE DEALERSHIP TOLD US HE HAS NEVER SEEN SUCH DISRESPECT FOR A CUSTOMER. WE NEVER GOT CALLS BACK FROM THEM AND ITS A NIGHTMARE TRYING TO GET AHOLD OF THEM.Business response
09/05/2024
The consumer purchased the vehicle service contract on 4/8/24. The contract has a 30-day and 1000-mile waiting period, both of which must elapse before breakdowns are eligible. Any failure that first occurs before the end of this period is not eligible for coverage.
On 6/10/24, the repair facility filed a claim under the contract and reported that the vehicle was towed to the facility on 6/5. At the time of the reported breakdown, the vehicle was 28 days and 189 miles outside the waiting period. The repair facility reported a rattle from the timing chain and several diagnostic trouble codes displayed on the vehicle. Endurance dispatched an independent inspector to confirm the repair facility's findings.
Upon review of the inspection, freeze frame data showed that several of the diagnostic trouble codes were set over 700 miles ago. As the failures began prior to the expiration of the waiting period, the contract excluded the repairs under Section VIII, which states that the contract does not provide coverage,
G. For any Pre-Existing Condition, for any Breakdown that occurs, or begins to occur, prior to the expiration of the Waiting Period or reported after the Expiration Date or Mileage
We appreciate the opportunity to clarify the details of the consumer's claim.
Regards,
Initial Complaint
08/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I curently have a vehicle in the shop for repair. Endurance is stating that the repair cannot be covered eben tho it is a component listed as to be covered in the contract. I have attempted to get in touch with Endurance but there has not been anyone who has been able to give a proper update. My car has been in the shop since August 1st and Endurance has not had a sense of urgency around the matter. I requested pictures from the shop as to exactly what and why Endurance is denying payment, the pictures sent to me do not highlight the reasons for denial of payment.Business response
09/05/2024
On 8/1/24, the consumers repair facility filed a claim for air conditioning repairs. The facility reported that ac lines were leaking and later reported that the lines were seized.
The repair was excluded from coverage per Section VIII (L)which states that coverage is not available for:
L. For any Breakdown caused by rust, residue, electrolysis,or corrosion. For any Breakdown caused by the failure of any nuts, bolts, or fasteners unless internally lubricated.
We appreciate the opportunity to clarify the details of the consumers claim.
Regards,
Endurance ResolutionsCustomer response
09/06/2024
Complaint: 22208469
I am rejecting this response because:Endurance was not willing to send an inspector to inspect the vehicle. The guest relations specialist stated they would not because it was not needed. I would have expected a higher sense of urgency around this specific situation. It does not seem as if they have it the appropriate attention or concern. The component needing repair is listed as a covered component under the contract sold to me. Endurance is finding a loophole to not cover this component.
Sincerely,
*****************Business response
09/11/2024
Upon receipt of this concern, an Endurance manager contacted the consumer. We are currently working towards an appropriate resolution.
Regards,
Endurance Resolutions
Initial Complaint
08/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased my EWS Supreme New policy with Endurance in 2021. The first time the dealership where I took my vehicle for ***air filed a claim was in 2023 for a seat motor. The claim was declined stating that the mileage did not align with their records. After numerous calls by myself and the dealership we were able to get in touch with a person who said the claim could be approved if I was able to verify mileage at the time of the policy purchase. The dealership had to go through old records to find a date within 2 weeks of purchase in order to prove the mileage. The claim was finally approved and the part was ***laced. After having such a horrible experience I tried cancelling my policy a couple of weeks later by calling the phone number they have listed on their website. I was transferred each time to a department that kept me on hold for over ***** mins each, with no pick up. I tried multiple times with the same outcome. I also tried contacting support through the dashboard and was told to call the same number. I was never told that I could use a form for cancellation. I was finally able to speak with someone who asked what I thought were very inappropriate questions like, "why was I selling my car", and "did I consider selling the car privately versus to a reseller for more money." The *** then told me that the policy was now canceled and he would send me an email verification. I received the email a few mins later and after reading, am just dumfounded by what they are requesting for cancellation. They require a final mileage count be added to the form and signed in front of a notary in order for cancelation to take effect. It states in bold letters that this is a requirement in order to cancel. I have never had such a hard time getting a claim taken care of or cancelling a policy before. The cancellation policy is misleading and not explained in detail on their website or when speaking with a sales ***resentative over the phone when signing up.Business response
08/29/2024
Thank you for bringing this matter to our attention. A Senior Resolutions Specialist has contacted the consumer and addressed their concerns. We appreciate the opportunity to resolve this matter.
Best Regards,
Endurance
Initial Complaint
08/27/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
endurance Auto will not honor the contract thats in writing. The dealership has stated what happened to the compressor with the clutch exploding and causing leaks. Endurance Auto will not take anything and writing or send you anything in writing. They will also not have a supervisor contact you on the issues to resolve the problem. they try to say everythings pre-existing and that is incorrect. My car was inspected by the dealership mechanic two months prior and I had no issue with my air conditioning compressor. The clutch has exploded in the compressor and has caused leaks and need a new compressor due to the clutch damaged. This company says everything is pre-existing, even though the car was inspected prior and showed no issues at all with the air conditioning. They will not take anything and writing as well from the dealership or myself. They will not call me back after I have requested a supervisor and has called several times to speak with a supervisor.Business response
09/03/2024
Thank you for bringing this to our attention. The consumer purchased a stated component vehicle service contract. The service contract does not cover seals and gaskets as standalone failures. Upon receiving this complaint, Endurance reached out to the repair facility on August 30 to confirm the cause of failure. The repair facility stated that the cause was a leaking shaft seal, and the claim remained denied for a non-covered failure to the seal. We appreciate the opportunity to address the consumer's concerns.
Regards,
Endurance
Initial Complaint
08/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
August 27, 2024 I just received a notification stating Endurance DENIED my warranty claim. I was wary signing up for the services based on reviews and complaints against this company but believed they would do what is honorable and correct. I started my car yesterday morning and like night and day, the back of the car was loud. It is apparently the rear differential. I have this covered, it is part of my plan, and they denied my claim. It is NOT a pre existing issues as my contract states 30 days, ****** miles after signing. This issue occurred after and I am appalled. They are giving me issues approving this claim. My vehicle is now sitting in the shop and I need to answer immediately to get this work done.Endurance warranty cannot continue to take advantage of people like this. They should do what they say. I am extremely disappointed and should have listened to what I read based on their horrible reviews.My SOLUTION: is to have them approve my claim. They cannot pull one over on me, they will do anything to deny a claim. That is not just. Please reach me with an immediate answer. My car is in that shop.Business response
09/03/2024
Thank you for bringing this to our attention. A manager from Endurance has reached out to the consumer to explain the claim and contract in detail. The contract has a 30 day and 1000 mile waiting period. The consumer purchased the contract on 7/19 providing the exact mileage of ******, but on 7/18 the vehicle was at a repair facility stating the miles were ******. A claim was filed under the consumers contract on 8/27. The shop reported the vehicle was driven in with the exact mileage of ******. Based on the miles at the shop on 7/18, the vehicle had not driven 1000 miles and the claim was denied for occurring during the waiting period. We appreciate the opportunity to address the consumer's concerns.
Warm regards,
Endurance
Customer response
09/04/2024
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,
*********************
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