ComplaintsforEndurance Dealer Services, LLC

• Initial Complaint

  03/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Cancellation of contract EVPU6341578 was requested on 2/12/24, which was one day after they took the last payment on 2/11/24. I called Endurance on 2/12/24 to initiate and request cancellation of this contract. During the call the representative was steadily trying to convince me to keep the contract by offering a discount on the cost. Several times I had to reiterate that I was in NO way interested in continuing with this contract. I requested that the contract be cancelled affective immediately. I received an email with instructions and the cancellation form. I completed the form, had it notarized, faxed and emailed back to Endurance as instructed on 2/12/24. On 2/21/24 after hearing nothing back from Endurance I called them to check the status. At this time I learned that they claimed to have never received the fax or email documents for Cancellation. I found it hard to believe that they were adament on me keeping the contact, now they say they never received the forms. I re-sent the documents again, Including the faxed confirmation page, via email directly to the representative I was speaking with. Once receipt of email was confirmed, I was then informed that my cancellation will be affect as of 2/21/24, the date of the 2nd submission instead of 2/12/24 the date of the original submission. I informed them I was not in agreement with them changing the affective date when the documents requested was sent to them on the same day the cancellation was requested with the transmittal options they requested

  Business response

  03/25/2024

  -Thank you for bringing this to our attention. Endurance needed the final miles to calculate the pro-rata refund on the contract. We apologize for any delay in the refund process, the consumer's refund in the amount of $210.24 is being sent this week. We appreciate the opportunity to address the consumers concern.

  Warm regards,

  Endurance 

  Customer response

  04/09/2024

   
  Complaint: 21443512
  
  I am rejecting this response because:

  
  Hello, 
  I'm unsure if this is the proper way to send a response to this complaint.  However, the case has not been resolved. I have been informed by Endurance that they have sent a refund check over 2wks ago but it has not been received.  I called them back on 4/2/24  and they told me they were looking into it. Today I called them back a 3rd time and they told me it was scheduled to be mailed out today 4/9/24. 
  

  
  

  
  
  Sincerely,
  
  *************************

  Business response

  04/16/2024

  The manager from Endurance has confirmed with the consumer, the check has arrived.

  Regards,

  Endurance 

  Customer response

  04/19/2024

   
  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

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The unwanted mailer was addressed to ****** and it is for unwanted ************************ Plans. ****** and I both outright own our 2 vehicles, a 2010 ****** Prius III with ******* miles and a 2013 Kia ****** with ******* in Sonora, ** which is our forever home for almost 4 years. We maintain both vehicles to factory standards and get most of the recommended services from a local MEINICKI Auto Repair shop. We have opted out of unwanted junk mail. And the last 2 complaints I file have gotten a phone call from their corporate office apologizing for getting unwanted mail. I would like for them to STOP sending their mailers seems like every 3 months or so.

  Business response

  02/23/2024

  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 Mr. and Mrs. ******, 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

  02/24/2024

   
  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.

  Thank you for you BBB response above that started with an apology and promise not to get further unwanted mailers from your company.

  I will give it 6 months and if it happens again, I file another complaint like this one.  ********* after 2 years of promising to STOP it in 3 weeks could not figure out how to stop it and it now went to someone in HQS office to figure out how to stop it.  Just saying... 

  RESULTS not sending any promises...

  It would have been BETTER to CALL rather than an informal REPLY to this complaint.  You look like DIRECT TV on my side.
  
  Sincerely,
  
  *************************

  **************************************************************  Gmail is **********************.  ******* mobile is 7930624-8831
  

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received the attached scanned letter this past week with a reply date of February 29. I have always understood that if you do not recognize a company, you should not engage with them by phone or email. This letter seems absolutely peculiar. The only thing I can imagine it might be related to is a car I rented for next June, but I don't want anything to do with these people.I consider this a predatory business practice. If it is some kind of warranty I already paid for, then it is paid. If it is not related, then I should not converse with them.Either way, this is an inappropriate letter.Thank you,*******************************

  Business response

  02/22/2024

  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

  02/23/2024

   
  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.  I would continue to suggest that such a letter, although described as an advertisement, does not appear to be one. I would not personally carry this farther.  As long as I am off their list, fine.  But I would suggest that the BBB might be sensitive to such "advertising" as potentially misleading.

  Thank you for your help,

  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a letter today to call Endurance because of a price increase on our ************************ plans effective February 22,2024. I was told to call ************** by *********************************- Vehicle Protection Coordinator.I called and representative I spoke with said I needed to pay $139.54 and this would be a 8 year contract. I said I already have a 10 years extended warranty that is completely paid for. She said, that is void because of auto workers strike late 2023, even though I purchased 1-2-2023.I called ***** Dealership in ******, ******* and was informed, no worries, my extended warranty from different company of course is still good until 1-2-2033. I have been receiving these mailings for over 6 months trying to sell me extended warranty I don't need because I already have a 10 year plan. In the past, Endurance said my plan was inferior, did not cover half the things their warranty covers. But why, did the Endurance representative on the phone say my policy had changed and I owe money. That is fraud to the moon, and will file my first lawsuit if this scam and lying continues with me.

  Business response

  02/21/2024

  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

  02/24/2024

   
  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

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sent a fraudulent letter about an ************************ Plan (EVSP) and how rates were increasing. I do not own a car and have never done business with this company. This type of phishing scam is predatory.

  Business response

  12/18/2023

  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
  

  Customer response

  12/18/2023

   
  Complaint: 21018799
  
  I am rejecting this response because:

  Not only do I want to be removed from the mailing list, I want the company to stop using such predatory tactics to try to trick and deceive people. 

  
  Sincerely,
  
  *******************************

• Initial Complaint

  11/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up for an extended warranty policy in March 2023. On Nov 3rd the billing company, Mepco, took the $102.04 monthly payment. They took another $102.04 on Nov 6th for no reason. I called Mepco and was told it was endurances problem, not theirs. Called Endurance. Was told it was a glitch and money would be back in account that night. It was not. Called on Nov 7 and was told that refund was processed the night of Nov 6. Should be in account in day or two. Now it is Nov 10 and no sign of refund. Called again and was told there was nothing they could do as Mepco was down until Nov 14 and I was not allowed to talk to any kind of supervisor. This situation can be problematic for retired folks on fixed incomes.

  Business response

  11/26/2023

  see attached

• Initial Complaint

  10/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I'm filing this complaint on my wife's behalf. Beginning on 7/14/23 an unauthorized amount of $149.05 was debited from her bank account by **********************. The same amount was debited on 8/14 and 9/14. Upon discovery of these transactions last week we went to our local bank to find out who was extracting this money.As this bank account number had been stolen by ********************** or identity thieves we had the account closed.We never contracted with MEPCO for any vehicle warranty service nor had we ever heard of them.Although MEPCO can no longer remove money from her account we have received a Late Notice dated 9/27/23 stating we owe them for an amount past due of $308.10. We have not contacted MEPCO to resolve this matter for fear of having to divulge any sensitive personal information.This fraudulent account is in my wife's name as follows:***************************** *********************************************************************** Billing Account number :***************** ENDURANCE VEHICLE SERVICE/**************** SERVICES EVPN ******* And lastly I was add that our banks Fraud Investigation team is looking into this matter and that they have refunded some of the money back into the account. Although I'm not sure of the exact amount, my wife will find out that total today.Any assistance you can provide will be appreciated.Thank you ****************************

  Business response

  10/11/2023

  see attached

  Customer response

  10/15/2023

   
  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

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Same experience as this customer: "Received a very deceptive letter in the mail about a price increase for a warranty I don't have. It even assigned me a fake customer number. Hidden in a chunk of fine print at the bottom it said it was an ad. Really deceptive, I don't know how (or if) something like this can be legal." Avoid this company like the plague.

  Business response

  08/25/2023

  We apologize for the inconvenience caused by the mail piece from Endurance. In response to the consumer's complaint, our company has been unable to locate the consumer's information in order to include them in our internal "Do Not Mail" database. We kindly ask the consumer to get in touch with Endurance at ************ so that we can assist them with their request.

  Customer response

  08/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this requires me to call the business's number and provide address information that they claim they will put on a "Do Not Mail" list. I will hold off on that for now. If I receive additional marketing mail from them, I will try the additional steps.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  RE: 2023 Price Increase Customer Code: *********** FR: *********************************,Vehicle Protection Coordinator ************** Asked that they ************** sending me promotional letters and to remove me from their mailing lists. Still receiving their letters. Never signed up with their company and never did business with them! Feel as though Im being bullied and that they are not respecting my privacy! Please make them stop! Thank you BBB for your assistance.

  Business response

  08/07/2023

  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

  08/07/2023

   
  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

  06/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled an Endurance car warranty on 10May 2023 after 1 day (contract#EVPU6247207). The salesman took down my request, told me my deposit would be returned in about a week and he would cancel the contract. I received my deposit and assumed the contract was cancelled. Eighteen days later I get a bill for $159 from MEPCO. I called MEPCO and was passed from one Department to another then told to call Endurance, I called Endurance and as expected passed from one Department to another , told the correct person would call me back. Of course they never did.I wrote a letter to the PRESIDENT OF MEPCO, with a copy of their erroneous bill explaining all this and of course was ignored with no response. I had hoped they got the message and that would end it, But apparently this a fraud scam since I just received another bill asking for both months charges totaling $318 I need help in stopping this fraud.

  Business response

  06/27/2023

  see attached.

*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. ↩