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 Find Local Branches.

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Endurance Warranty Services, L.L.C. has 23 locations, listed below.

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• 

  Endurance Warranty Services, L.L.C.

  400 Skokie Blvd Northbrook, IL 60062-2816

• 

  Endurance Automotive Services Department

  6860 Dallas Pkwy Ste 200 Plano, TX 75024-4242

• 

  Endurance Automotive Services Department

  15455 Dallas Pkwy STE 600 Addison, TX 75001-6760

• 

  Endurance Automotive Services Department

  6400 Pinecrest Drive, Suite 400 Plano, TX 75024

• 

  Endurance Automotive Services Department

  6860 Dallas Pkwy STE 200 Plano, TX 75024-4242

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:06/15/2022

  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 my vehicle in November 2021, I added the endurance warranty same day as purchased from the company. At time I purchase vehicle it had gone through inspection everything was fine. I have maintained my oil changes as required ect. My vehicle has not service lights or indicator on it. On Friday June 10,2022 I heard a strange noise from passenger side as though I was dragging something, however nothing was there when I checked it. I was concerned so I took it immediately to the mechanic shop! They said its your brakes, there was no previous indicator that breaks needed be replaced no squealing or grinding nothing. They ended up saying it was calibers which are included in my warranty! They call to get claim approved and endurance denies claim saying failure to Maintenance but vehicle is new only 7 months old with no indicator that was anything wrong with the breaks or caliber. First time I heard anything abnormal I took to mechanic right away!! This is unacceptable, this should be approved claim! This needs be fixed asap

  Business Response

  Date: 06/24/2022

  After receiving this complaint, an Endurance manager contacted the consumer. Endurance and the consumer are currently working towards a mutually beneficial resolution.
  

  Best Regards, 
  Endurance Resolutions
  

  
  

  Customer Answer

  Date: 06/30/2022

   
  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

  Date:06/15/2022

  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 4/27/2021 I requested an extended warranty estimate thru Endurance Warranty (EWS Supreme Used). I provided my vehicle mileage at the time *****. We proceeded with the quote and I purchased the policy. I then received an email providing my policy number, waiting period (30 days and **** mi.) and payment amount which advised my policy contract would be sent in a different email. I also received an email with log in info for the payment portal. 13 months into the contract I went for a state inspection and was informed that I had broken front springs and leaking struts. I then took It to the local ****** dealership, at which time I was informed I would need front struts and springs. (Broken springs, leaking struts). My service writer **** told me initially the claims department had said they would accept the claim, but then the claims rep from Endurance informed my service writer that there was a mileage error from a car fax that was pulled prior to the claim approval. The claim by the Endurance claims adjuster was that my vehicle was at a repair facility on 5/24/21 a month into my contract and the reported mileage to car fax was 400 miles lower (*****) than the mileage given when the contract was created in April of 2021. The reason for the exact ***** reading is that car fax uses DMV data for their reporting which only records thousands of miles on entry into the inspection machine. In essence, if they input ***** into the inspection machine, it will show ***** on the report. This is also backed up by the repair facility that assured me they do not share any information with car fax or its affiliates. I called Endurance claims ***** and they advised me they had on file that there was an odometer roll back. I was then told the claim was being denied and that the only way they could correct my policy is by doing a completely new policy with a new down payment and waiting period.

  Business Response

  Date: 06/24/2022

  After receiving this complaint,an Endurance manager contacted the consumer. Endurance and the consumer have agreed on a mutually beneficial resolution.
  

  Best Regards, 
  Endurance Resolutions

• Initial Complaint

  Date:06/14/2022

  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.

  This company is strait garbage!!!!!!!! Been with them for five years and they haven't honored one thing!!!! Customer ********************** reps working from home are not from my standpoint knowledgeable of the contracts and just disconnect with you!!!! Best believe im filling with the BBB.

  Business Response

  Date: 06/23/2022

  Upon receipt of this complaint, Endurance's Customer ********************** Manager attempted to contact the consumer in order to address his concerns. At this time we are requesting the consumer to reach out to Manager *** at ************.

  Customer Answer

  Date: 06/28/2022

  
  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.
  
  ***********************

• Initial Complaint

  Date:06/14/2022

  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.

  I purchased a Select Premier Plan from Endurance Auto Warranty in July 2021. The plan cost $4,935.00. In June of 2022, I submitted a claim for a covered service for engine mounts on my 2013 *** 740LI. ****** *** is a licensed service center, which is a requirement, for servicing these vehicles. My service provider (*****), is a courteous professional. My Contract says the parts are covered for breakdowns of manufacturer parts but not for gradual loss of performance due to wear and tear. The claim was denied due to wear and tear. ***** the service agent said when he called these people they kept questioning him until they found something they could deny. Again, it's a covered part that broke down. He was questioned and made to go look up records to determine if part had ever been replaced and he advised original parts were in place, they determined it was due to wear and tear. The car is a 2013; it was a 2013 when they wrote or issued the policy; it is still a 2013. I bought and drove the car for 10 months before the parts broke down; meaning it worked fine until then. I did a lot of research and I thought this company was one of the more reputable warranty providers before I purchased; it had a C+ BBB rating in July 2021. I spoke to supervisor Will at Endurance to see if we could resolve the problem; he said he agreed with associates definition and denied the claim for wear and tear and would do nothing further. They are applying their own definitions to terms not defined in the contract and denying the effects of terms that are defined. They are doing this and will keep asking questions until they find a reason to deny the claim. This particular plan excludes coverage for a lot of parts and then they find reasons to exclude covered parts. We both took a risk, your issued a plan for a 2013, and I risked paying you over 4 grand.

  Business Response

  Date: 06/24/2022

  On 7/29/21, the consumer purchased a Select Premier vehicle service contract. The Select Premier is a stated-component contract. This means that all eligible parts are listed by name on the schedule of coverage found in the contract. Any part not listed on the schedule of coverage is not eligible for coverage. The Select Premier contains a list of exclusions under which coverage cannot be provided by the contract.

  
  On 6/13/22, a service representative contacted Endurance to file a claim for repairs on the consumers vehicle. Failures of both the left and right motor mounts were reported by the repair facility. The motor mounts are eligible for coverage under the consumers contract.
  

  As the motor mounts failed due to worn parts rather than a mechanical defect, it could not be authorized under this contract.
  

  Please be advised, the consumers contract defines a breakdown as:
  

  Breakdown refers to the Breakdown of a defective part or faulty workmanship as supplied by the Manufacturer or Dealer, but does not include gradual reduction in operating performance due to wear or tear or damage resulting from BREAKDOWN of non-covered parts.
  

  An Endurance manager contacted the consumer on 6/23/22 and the consumer has agreed to a mutually beneficial resolution.
  

  Best Regards, 
  Endurance Resolutions

• Initial Complaint

  Date:06/13/2022

  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 02/07/2022 I purchase an extended warranty plan in the amount of $4,217.00 which include a ************** coverage. On 6/9/2022 the *** dealer that always service my car, told my that my car has a oil leak from the Valve cover gasket and from the oil filter housing gasket. Endurance denied the claim because they say Valve Cover gasket is only cover if an internal lubricated part fail, the valve cover gasket itself is an internal lubricated part, Seal and Gasket coverage Further more Section E .6 clearly states 'You have Coverage in accordance with the applicable terms of this Contract for the replacement of Seals and Gaskets, designed to prevent the loss of necessary coolants, lubricants and fluids of all listed components, as standalone failures and/or repairs. After one hundred seventy-five thousand (175,000) miles, Seals and Gaskets are covered only when required to be replaced in connection with a covered repair. Minor loss of fluid or seepage is considered normal and is not considered a Breakdown and is not eligible for Coverage. The certified Rep from *** explained based on the policy documents are clearly described as covered, after more than three and half hours on the phone and speaking to more than five people Endurance not only denied the claim but also refuse to provide a written report of the reasons for denial my claim

  Business Response

  Date: 06/22/2022

  ************************ contract, the Advantage Prime, is a stated-component contract. Under Advantage Prime, all eligible components are listed by name in the contract's schedule of coverages. Any component not listed is not covered. The consumer purchased an additional coverage option for seal and gasket coverage, which provides coverage for the failure of seals and gaskets on all listed components.
  

  On 6/10/22, a ********* representative contacted Endurance to file a claim for repairs on the consumers 2015 *** 535i. The repair facility reported failures to the valve cover gasket, oil filter housing gasket and blower motor. These parts were not listed for coverage and the claim could not be authorized. Please note, since the valve cover and the oil filter housing are not listed as eligible components, the seals and gaskets for these parts are also not eligible.
  

  Upon receipt of this complaint, an Endurance customer ********************** manager contacted the consumer to address his concerns. If the consumer requires any additional assistance, we ask that he contact manager *** at ************.
  

  Best Regards, 
  Endurance Resolutions
  

  
  

  Customer Answer

  Date: 06/24/2022

   
  Complaint: 17422821
  
  I am rejecting this response because: Page 14  point 6 Read seal and Gaskets Option: Seal and Gaskets Designed to prevent the loss of necessary coolants, lubricants and fluids of all listed components,  page 10 line P also refer to coverage of seal and gaskets 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 07/01/2022

  The parts were not listed for coverage, as stated in Endurance's previous response, and the claim could not be authorized.
  
  If the consumer requires any additional assistance, we ask that he contact manager *** at ************.

• Initial Complaint

  Date:06/13/2022

  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.

  Car Warranty for 2013 ****** Murano - Repaired Title - purchase date: 8-9-2021 - bought warranty on 8-9-2021 / Issue: I have had and even used the "Endurance Advantage Preferred" plan a couple of times (Oil Changes and Claim for front hub replacement - on May 28, 2022- Cost approx $1425) all of a sudden Endurance calls and says they found on CarFax my vehicle was #1: Stolen #2: In a Fire - which voids my warranty with Endurance #3: the Odometer was incorrect. / I sent Endurance my CarFax Report from Geico, Info Tracker and another CarFax - all showing a accident and vehicle totaled - however NO mention of "Fire" - I informed Endurance, filed a Car Fax report (CarFax Case # ********) and even talked to StateFarm (Comp shown to have totaled the vehicle - unable to provide written doc due to privacy - but agent said unoffically the car had firework damage) I communicated this to a Endurance Agent (Art ********** Claims Customer ********************** ManagerCusto mer Service: ************) who stated without written comfirmation there was nothing he could do. / Claim Endurance is denying and said they where cancelling policy over is - Claim #: CR10672282 / I have tried tyo get Endurance to understand I think their car fax is incorrect by providing the CarFax info (same as attached) but they are stating that is not enough. I do not know what else to do - I mean why would they pay out on my vehicle then when a repair is over 2K all of a sudden come up with a fabricated CarFax.

  Business Response

  Date: 06/21/2022

  Thank you for bringing this to our attention. A manager from Endurance spoke with the consumer on 6/17 and has since resolved the matter to ****************** content. We appreciate the opportunity to address this concern.
  

  Kind Regards,
  

  Endurance Resolutions

  Customer Answer

  Date: 06/24/2022

   
  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.

  Endurance refunded all my money I had paid into them but did cancel my policy without providing or addressing the fact I provided two other car reports not showing fire damage. I decided to take the refund and move on. 
  
  Sincerely, bless 
  
  ***********************

• Initial Complaint

  Date:06/13/2022

  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.

  Purchased extended warranty July 17 2021 I have paid this company ****** every month for this fraudulent policy They are supposed to provide extended coverage for my vehicle in the event something was to go wrong with it under the covered period My vehicle transmission went out I had my car towed to Porsche dealership 6/7/2022 endurance they sent an inspector 6/10/2022 and ultimately denied the claim to repair because they said i had the wrong tires on my vehicle in the rear. The dealership even acknowledged this company has a history of denying people and being fraudulent and they were extremely upset because those are their tires and have no problem with the tires and said that the tires was not in any way related to the transmission going out. the vehicle was sold to me with those exact tires which are Porsche he tires and the policy was issued to me with those tires. they never asked about the tires and they didnt do an inspection prior to the policy to see if the vehicle would qualify to be covered. i was totally scammed out of my money Endurance offered me no help at all with this issue they have hung up on me was extremely rude. put me on hold to talk to 12 different people. who also didnt and couldnt help me. Endurance lied to me saying they dont have a corporate office and that they all were managers and supervisors. They no other reason to deny me other than not wanting to cover my vehicle.the Claim number CL10688262 contract number EVPU6065943

  Business Response

  Date: 06/20/2022

  Thank you for bringing this to our attention. A manager from Endurance spoke with the consumer on 6/16 and has since resolved the matter to Ms. ******** content. We appreciate the opportunity to address this concern.
  

  Kind Regards,
  

  Endurance Resolutions

• Initial Complaint

  Date:06/12/2022

  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.

  Purchased the Advantage Plus extended warranty for my 2010 VW GTI.Was told that the coverage would cover bumper to bumper. Well thats a lie.My shop placed a claim to replace the intake manifold. Claim was declined due to the manifold runner being stuck open and that specific part of the Intake Manifold is not covered!! Really, the Intake Manifold needs to be replaced, a part clearly listed on the contract as being covered. The shop does not understand why the claim was denied, I personally reached out to Endurance twice to still have the claim denied! Premium is $110 monthly and this is my first claim.Very disappointed!!!

  Business Response

  Date: 06/21/2022

  The contract purchased by the consumer 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.
  
  On 5/25/22, a repair facility filed a claim under the consumers contract, reporting a failure to the intake manifold runner control.  The component is not eligible for coverage under the consumers contract. The repair is excluded by the terms of the contract, which state
  
  Section VIII. EXCLUSIONS WHAT IS NOT COVERED:
  Unless otherwise provided herein, Coverage is NOT provided under this Contract:
  
  A. For any part not listed in the Schedule of Coverages for the Coverage and options You selected.
  
  A Manager from Endurance has since reached out to the consumer and explained the claim outcome. We appreciate the opportunity to address this concern.
  
  Best Regards,
  Endurance Resolutions

• Initial Complaint

  Date:06/11/2022

  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.

  I have never had business with Endurance Extended Vehicles Service. I Recieved a letter today with a customer ID. Also when talking to customer **********************. There was someone else Vehicle for a plan attached to the customer ID of which this company had given to me A Non customer. I requested for my information to be deleted from their system.

  Business Response

  Date: 06/13/2022

  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
  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

  Date:06/11/2022

  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.

  I bought a vehicle through ******* ***** and paid $5000 for a extended warranty through this company. My vehicle needed to go to a shop because it was having issues. We filed a claim to fix the vehicle as it was covered under the warranty. Endurance asked for the last 3 oil changes. We gave them what they asked for to only hear back from them and be told that changing your oil too soon is lack of maintenence. This is ********. The company refuses to send a copy of the claim being denied. This is Fraud.

  Business Response

  Date: 06/22/2022

  
  On 4/26/22, a ************* representative contacted Endurance to file a claim for repairs on the consumers 2017 **** Explorer. The repair facility reported failures to the Battery, both turbos, water pump and belt tensioner. As the battery is not listed for coverage the claim could not be authorized.
  

  As both turbo's, water pump and belt tensioner were eligible, Endurance requested maintenance documentation from the consumer to ensure that the maintenance requirements were met. Due to the handwritten and unverifiable documents provided by the consumer, the claim was denied for lack of verifiable maintenance.
  

  Per the consumer contract:
  

  RESPONSIBILITIES: A. YOUR MAINTENANCE REQUIREMENTS: 
  

  It is required that verifiable receipts be retained for all maintenance services. You must retain verifiable receipts proving purchases of all required parts and materials necessary to perform the required maintenance; confirming the date and mileage for the services performed. Maintenance and/or service work receipts will be requested by the Administrator.
  
  If ********************?has any further questions, he may contact customer ********************** at ************. 
  
  Best Regards, 
  Endurance Resolutions