Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Starting On 8/13/24 I own 2014 jeep Cherokee with ***** miles, that keeps throwing a problem light alert on my dash concerning a problem with my automatic transmission. I took it to a local jeep deanship who advised that the transmission needs to be replaced. A claim was filed with endurance which was denied because endurance wants the transmission taken apart and diagnosed for the exact problem. The jeep deanship advised that this is not done anymore because of the type of transmission, the cost and the lack of available replacement parts. The dealership advised that a replacement policy is common practice, and I will not find any place that will tear it down to examine it. Endurance still refused the claim. I then took it to a major transmission shop who examined it and advised it must be replaced, I have called every shop endurance has ask me to call, with the same results, it has to be replaced. Endurance insists that it be torn down and examined but cannot and will not provide me a name of a shop that will do it, because there are none and they know it. It even cost me ****** dollars out of my pocket to have it diagnosed at one shop. Endurance still refused to pay the claim. Every time I call them, I have to start all over again, they will not provide me a name or number of someone in management, I just keep getting the runaround. I have paid the full contract amount and owe them nothing with two years remaining on my contract. I am retired with numerous medical problems and can't even make my medical appoints because I don't have another car to use. I'm not asking to be treated special, but I am asking to be treated fairly. Supposedly someone in management is going to call me within 2 days. I doubt it will happen. I also doubt that they will even acknowledge this posted complaint. Look at the number of posted negative complaints in ******* seems as though they are increasing As of 8/26 no one has called me.
Business response
09/03/2024
After receiving this complaint, an Endurance Specialist contacted the consumer. Endurance and the consumer are currently working towards a mutually beneficial resolution.
Best Regards,
EnduranceCustomer response
09/09/2024
Complaint: 22196434
I am rejecting this response because:
They still insist that it be torn down to be examined, but I can find no place that will do it and any place that Endurance suggested will not do it. Over a week ago I was told they would get back with me that same day. I have heard nothing since.
Sincerely,
**** *****Business response
09/13/2024
On 8/2/24, a representative from the consumer's repair facility contacted Endurance to file a claim for auto repairs. The facility reported a transmission failure and recommended a replacement. Endurance dispatched an independent third-party inspector to verify the cause of the failure, but the specific cause could not be determined during the inspection. Endurance then requested further diagnosis from the repair facility to identify the cause of failure and extent of the damage. However, the shop declined to perform additional diagnostics on the transmission. Endurance is currently working with the consumer to locate another shop in the area that can provide the necessary diagnosis to determine the cause and extent of the damage.Initial Complaint
08/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On February 10 2024 I purchased Endurance auto warranty for my 2017 Chevrolet 1500 and my 2014 ****** Rouge. Milage on 2017 was ***** .This claim in for the 2017 Chevrolet. I had this Chevrolet for around 4 years and have had no problems at all I went to ************** in April for 10 day vacation and back home no problems. 4 weeks ago I was driving up 795 were I live and my son in law heard a noise so I put my window down and heard a very loud noise comming from under the truck by the transmission so I was about two miles from my house so I took it slowly home. I call insurance and told them what happen and they said take it to a shop that excerpts Endurance so I took it to Heritage Chevrolet ***************************************************************************** and have been working with ***** ************ .They checked the truck over and found the transmission has gone bad and need rebuilt and they call Endurance and had someone come out and check the transmission over and said they would not cover it because of some small metal stuck to magnet in the pan and that the coverage was to new . I have meant the waiting period of 30 days and the milage now is over ***** miles. I call and talked to ************************* and he said they are not covering the transmission so I would like to be refunded all the money I have paid on BOTH my vehicle and cancel this worthless Warranty. Thank youInitial Complaint
08/26/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased this Endurance warranty (May 17 2024) for a 2014 ******* MKS I had just purchased. Being a salvage vehicle, I was paying around $180 a month for the warranty. My water pump goes out (July 31), I take it to the mechanic to get fixed and was told (Aug 1) the ***air was not approved by Endurance. I called Endurance on Aug 2nd (3:30pm, 46 minutes and 18 seconds) spoke with a *** who sent me to the accounting department. The person I spoke with in accounting explained why the work wasn't approved, in which I explained to him that there's no use for me to have a warranty of I can't use it. He understood, put me on hold, spoke with management and then told me that I was approved for a full refund, and would be getting that refund in 10 to 14 business days. Today being the 26th of August, I called Endurance (12:10pm, 9 minutes and 1 second) to see why I haven't received my refund as of yet. The *** put me on hold for about 6 minutes and told me that there was no new updates on my refund. I explained to her that I was already approved, and should have received it already. I asked to be sent to the accounting department, which she declined. I then asked to speak to a supervisor, which was also declined. I was then told to have a nice day. I should have my refund by now, especially when I can't use the warranty. My car is now just sitting at the shop (it's been almost a month) due to me not being able to get it done. I explained to the accounting department that I needed that refund to pay for the ***airs. I'm not understanding why a business like Endurance Warranty would try to keep my money!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.
Kind 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,
***************************Initial Complaint
08/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchased a vehicle 2 years ago at a dealership in *********, **, and used Endurance Direct for the maintenance warranty. 2 months ago, the car had a catastrophic engine failure, necessitating an entirely new engine. The company has denied our claim for the cost of the engine repair, and will not provide any official denial letter or any documentation, nor will they provide an option for appeal or reevaluation. Over the phone, we are told he denial is due to lack of documentation of maintenance. I consistently perform my own oil changes, but was unaware I needed to keep ITEMIZED receipts for this.The engine has been eating oil since we purchased the vehicle. The dealership told us the only way to get the warranty company to cover engine investigation would be to perform an Oil Consumption Test. But since the dealership never had loaner cars available to us (like they promised), we could never be without a car for long enough to get this done.Business response
08/28/2024
Hello,
Endurance is eager to assist the consumer. However, we are unable to locate the account in question. We request that the consumer provide their contract number so that we may investigate further.Customer response
08/30/2024
Complaint: 22199469
I am rejecting this response because:I followed the link and saw the response from the company asking for more info. I can provide this below:(I am submitting this complaint for my wife, who had the interaction with the company)Wife info:
*****************************
Contract #APO0190274
Phone number ************Please let me know what other info would be useful.Thank you,
Sincerely,
***********************Business response
09/04/2024
On 7/5/24, ******************* ***** contacted Endurance to file a claim for repairs under the consumers vehicle service contract. The repair facility reported that the consumers complaint was that the vehicle had a knocking noise in the front end. The shop reported that the knocking noise was from the engine's lower end and recommended replacing the engine. Endurance dispatched an independent, third-party inspector to confirm the shops findings.
The inspection report confirmed the loud knocking noise and sludge in the oil fill hole. Endurance requested the oil maintenance documentation to ensure that the contract holders maintenance requirements were met. The consumer supplied two oil change invoices, which did not meet the manufacturer's interval of ***** miles between oil changes. Due to the interval being exceeded, the claim was excluded from coverage per Section IX(G), which states that coverage is not provided:
G. For any Breakdown caused by Your failure to follow the instructions in Section VII(A) Your maintenance requirements, any Breakdown where maintenance records pertaining to a Breakdown have been requested by Us but cannot be produced or verified, or any Breakdown as a result of lack of normal maintenance required by the manufacturers maintenance schedule for Your Vehicle.
Upon receipt of this complaint, a manager from Endurance contacted the consumer to explain the claim details. We appreciate the opportunity to address this concern.
Best Regards,
Endurance
Initial Complaint
08/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchase an extended warranty from them July 8th, gave them the correct miles on my vehicle. I took my vehicle to a ***air facility in August (*******************) to have a ***air done which I met all the requirements of the probationary period. Endurance then told the ***air facility that there was a mileage disc***ancy, only to find out later after I emailed a text that I send to their customer ********************** *** the same day that I bought the warranty. Then they wanted all my ***air records from when I took my car to a ***air facility in June. Even after providing that information here, it is a week later, and they still have not approve the fixing of my vehicle. They told me that they need to send out an inspector and it could be 24 to 48 hours. I Have been without my vehicle for over a week, and they have tried find every excuse not to pay. We had a plan vacation and at this point I authorizes ***** to fix my car. I did some research of warranty companies and found them to be ***utable but after this experience I don't know. I want to be reimbursed for paying for the ***airs on my 2015 Jeep Grand Cherokee. I'm a senior citizen who is on a fix income from social security and this is just not right or good business practices.Business response
08/30/2024
Thank you for brining this to our attention. A manager has reached out to the consumer to discuss the claim. At the consumer's request, the manager and the consumer will talk again in the near future. The contract remains active for future claims to be filed against. We appreciate the opportunity to address the consumer's concerns.
Warm regards,
Endurance
Initial Complaint
08/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have Endurance Extended Warranty and I am needing my motor replaced but they are asking me for proof of the last 3 oil changes in the form of receipts which I do not have. They state it is in the contract but they are unable to point out where in the contract it states I am required to keep proof of oil changes. I would have never signed up for this warranty if I knew they would not cover repairs when I needed them.Business response
08/23/2024
Thank you for bringing this to our attention. The consumer purchased the Secure Plus vehicle service contract on July 5, 2024. The consumer was informed that the Secure Plus contract has a 30-day and 1000-mile waiting period. The waiting period means that once both criteria are met, anything new that starts to occur will be eligible for coverage. On August 6, a claim was filed under the consumer's contract for an engine running rough and would not start. Endurance requested maintenance records to verify the vehicle had been maintained per the owner's manual. The consumer stated they don't have any maintenance records. A manager from Endurance contacted the consumer to review the contract and the claim. The consumer stated the issues the vehicle is currently in the shop for were present when the contract was purchased. Since the problems were present before the purchase of the contract, the claim was excluded for pre-existing. The manager offered the consumer a full refund, but the consumer declined the offer. We appreciate the opportunity to address the consumer's concerns.
Regards,
Endurance
Business response
08/28/2024
Thank you for bringing this to our attention. The consumer purchased the Secure Plus vehicle service contract on July 5, 2024. The consumer was informed that the Secure Plus contract has a 30-day and 1000-mile waiting period. The waiting period means that once both criteria are met, anything new that starts to occur will be eligible for coverage. On August 6, a claim was filed under the consumer's contract for an engine running rough and would not start. Endurance requested maintenance records to verify the vehicle had been maintained per the owner's manual. The consumer stated they don't have any maintenance records. A manager from Endurance contacted the consumer to review the contract and the claim. The consumer stated the issues the vehicle is currently in the shop for were present when the contract was purchased. Since the problems were present before the purchase of the contract, the claim was excluded for pre-existing. The manager offered the consumer a full refund, but the consumer declined the offer. We appreciate the opportunity to address the consumer's concerns.
Regards,
Endurance
Initial Complaint
08/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Endurance Denied my auto insurance claim with no basis whatsoever other than they think that my issue was prior to purchasing the car. They have no proof nor does it make since that I was able to drive my car for 4-5 months with a rod knocked engine.Business response
09/04/2024
Thank you for bringing this to our attention. A manager from Endurance made attempts to contact the consumer but was unsuccessful. The manager has since provided their contact information by voicemail and email. At this time, we are requesting the consumer to reach out to the manager at their earliest convenience so we may further assist.
Kind Regards,
Customer response
09/04/2024
Complaint: 22187554
I am rejecting this response because: I have emailed them twice and have been checking my email with no response from endurance whatsoever
Sincerely,
Clarens *****Business response
09/06/2024
Thank you for bringing this to our attention. A manager from Endurance spoke with the consumer and has since resolved the matter to their content. We appreciate the opportunity to address this concern.
Regards,
Customer response
09/07/2024
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,
Clarens *****Initial Complaint
08/26/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have paid this company for over 6 months from the date of this complaint I wanted to cancel my service with them I have done paid them enough and never used there service. I canceled the service over the phone there telling me I have to get a paper motorized by a notary before they can cancel my service . I also asked for some kinda refund on what I have paid them and never had a claim with them. I am getting the run around on everything with these people.i have been threatened to be turned over to a collection agency for non payment my question is how can they do the things there doing to people an get away with this when u just simply want to cancel services and have to spend more money on them just to get what should be done over the phone and possibly get some kinda refund for service that u didn't ever useBusiness response
08/30/2024
After receiving the complaint, an Endurance Resolution Specialist contacted ****************** to address his concerns. Endurance is committed to providing excellent customer ********************** and appreciates the opportunity to assist him.
Best Regards,
Endurance ResolutionsInitial Complaint
08/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have seen *************************** advertising for this on TV on the weekends local channels she was a professional nascar driver back in the day I payed for my coverage fast as I could together days apart and was told that I could take it in anytime after 08/23/2024 I have it at ******** now as we speak the receptionist said they never heard of it she couldn't find the number and I helped and got it for her when they told me that they call them but how when they have no contact number so I spoke with a lady in claims because they would not answer customer ********************** told her my problem that they need proof she eventually gave me the number the place working on your vehicle calls after she lied and wouldn't let me speak with her immediate supervisor or boss after calling back a couple to a few times getting the run around from others so she had the nerve to put me on hold like she went to get them only to come back not saying a word just to see if I am still waiting then before I hung up she said do you have a claim or you wanted to cancel instead of assisting me and laughing and smirking about it could just tell now the man in charge will reach out himself to see what the warranty covers even tho I told him but after reading all these complaints I can see why he never heard of it real sadBusiness response
08/26/2024
Thank you for bringing this to our attention. A manager has reached out to the consumer to explain the claim and the contract. The consumer contacted Endurance and purchased the Advantage Prime vehicle service contract. The Advantage Prime service contract has a 30 day and 1000 mile waiting period, meaning anything that happens before the end of waiting period would not be eligible for coverage. A repair shop called in a claim for the ** not working, multiple oil leaks, and a dead battery. The claim could not be authorized because the vehicle was still in the waiting period. Per the consumer's request, the contract was cancelled and a pro-rata refund will be sent out on August 29. We appreciate the opportunity to address the consumer's concerns.
Warm Regards,
Endurance
Initial Complaint
08/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company has continuous charged my card for services that I dont want. I have told them on at least two occasions to cancel the services but yet they continue to charge me. I have already sent in paperwork to arbitrate separate claims against the company because they refused to honor our contract and repair my vehicle which ended up costing me almost $8000.00 out of pocket due to their refusal to cover the costs. I want them to refund my money and to stop charging me as I have revoked the authorization.Business response
09/03/2024
Upon receipt of this complaint, a manager from Endurance contacted the consumer and resolved the matter. We appreciate the opportunity to address the customer's concern.
Best Regards,
Endurance
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.