ComplaintsforEndurance Dealer Services, LLC

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received an unsolicited mailing from Endurance Dealer Services in **********, ********, concerning purchasing an auto warranty for a car they obviously believe that I have.The deal is this. We have two vehicles but both vehicles are only in the name of my husband on the Title filed with the State of Georgia. My name is not associated with any of our vehicles.Therefore since Endurance Dealer Services assumes that I am on the Auto Title, which I am not, they are violating my rights by addressing their mailing to me.On top of that I classify their unsolicited mailing as harassment since I did not ask them to contact me and they are illegally using my name on their letter when I have no financial interest in our two vehicles so they are illegally harassing me.

  Business response

  09/05/2024

  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

  09/05/2024

   
  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:

  Billing Issues

  Status:

  Answered

  More info

  I have tried to cancel my policy and they require unnecessary steps to cancel the policy such as go to a notary public. Which I cannot do because my car is in the shop and cost more of my money. My policy is pending cancellation apparently,but now MEPCO is trying to charge me 250 dollars. They do there billling thru mepco. I try to talk to them and get left on hold for hours and hours. I have let them know that I am done paying and have canceled the policy. They are being predatory and I am afraid that my credit will be impacted despite canceling the policy on my end. I am not sure if this is legal or not but please make it known they are a predatory company. They will not leave me alone after telling them to cancel it.

  Business 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 ************.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a warranty with endurance and went on a road trip, my car could not drive over 65 mph. When I took it in for servicing, ******* at Endurance Warranty informed me that my claim was denied due to a mileage discrepancy.I explained that the representative should have correctly recorded my mileage from the Carfax report. ******* confirmed that the mileage matched the dealership's records and the vehicle issues. Despite this, she required a report from my dealership, which I provided. ******* supplied her email, and I also sent the report to ***. Seeking confirmation, I spoke with ******, but she was unavailable. *******, the first ****** from Endurance Warranty to call me, informed me that my warranty was approved but required an additional $400+ for claim review. After paying this amount, my dealership stated that *** had denied my claim, asserting that the issue could not have occurred within the warranty period. **** revealed that ***, my claim reviewer, is a contractor, not an Endurance employee. This means Endurance dictates whether to approve or deny claims, and *** merely follows their strict orders.Since then, neither *******, ******, *******, nor *** have accepted my calls. I eventually spoke with ****, who suggested I apply for an additional service called Dignify to cover my repairs, requiring me to pay it back monthly. This suggestion is bewildering since I already have a warranty with Endurance. **** concluded that there was nothing more Endurance could do for me, advising me not to call back as my claim would be denied indefinitely. This company is a complete scam. They are only interested in taking your money with no intention of honoring their commitments. I will be initiating a chargeback for every payment made to Endurance and lodging a formal complaint with the Better Business Bureau due to their gross negligence.Do not sign up with Endurance Warranty Services. They are in the business of deceit and exploitation.

  Business response

  08/19/2024

  On 5/16/24, ******************** purchased an Endurance Secure Plus vehicle service contract. The consumer provided an exact mileage of *******. The consumers contract includes a 30-day and 1,000-mile waiting period, both of which must elapse before any new failures are eligible. Any failures that first occur prior to the end of the waiting period are not eligible.

  On 7/30, a repair facility contacted Endurance to file a claim, stating that the vehicle was driven in with a mileage of *******. The repair facility noted that the check engine light was on for boost pressure, which was too low due to a failed vacuum element, and that both engine and transmission mounts had collapsed. The repair facility requested the replacement of the turbo, engine mounts, and transmission mounts.

  The turbo was excluded as the vacuum element is not listed as an eligible component per the consumer's contract. Due to the long-term failure reported on the mounts, the repair was excluded by the contract terms in Section VIII(G), which states that coverage is not provided:

  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, or if the information provided by You, or the Licensed Repair Facility cannot be verified as accurate or is found to be deceptively inaccurate. Pre-Existing conditions are not covered.

  Upon receipt of this complaint, a manager from Endurance contacted the consumer to explain the claim details. In the interest of customer satisfaction, ********************** offered the consumer a full refund, which he declined. Per the consumer's request, the policy was canceled, and the pro-rata refund of $490.18 will be mailed out. We appreciate the opportunity to address this concern.

  Best Regards,

  Endurance

  Customer response

  08/19/2024

   
  Complaint: 22112899
  
  I am rejecting this response because: It is evident that they are misrepresenting both my statements and those of my repair facility.
  
  Despite informing Endurance Warranty that I drove my vehicle ***** miles, including a trip to *******, ********, and stops in several other states, they have refused to acknowledge this fact. At no point did they request detailed information from my repair facility about potential causes of failure. Instead, they assumed that the issues with the transmission mounts collapsing, the turbo, and the transmission mounts could not have arisen during the *****-mile drive and must have been pre-existing.
  
  Moreover, my vehicle has been well-maintained, as confirmed by a Carfax report pulled on May 16, 2024, when I purchased the warranty. This report highlighted the excellent condition of my vehicle, which was a factor in the discount I initially received.
  
  Additionally, I was made to pay an extra $403 due to a mileage discrepancy caused by their representative incorrectly recording my mileage as ****** miles on May 16, 2024. This discrepancy was initially denied when I brought my vehicle in for repair on July 30. I had to personally obtain documents from my repair facility to resolve this issue, proving that my mileage was indeed ******* miles, which allowed them to evaluate my vehicle for repair.
  
  The turbo, engine mount, and transmission issues should have been covered, as they were linked to covered components. However, Endurance Warranty did not seek any documentation from my repair facility to understand the root causes of the failures. Instead, they relied on assumptions that served their interests.
  
  Offering $490.18 as a resolution is unacceptable, especially since I have already paid an additional $403 due to their error, and they continue to charge my card as of August 17. I believe this company is engaging in deceptive practices.
  
  I hope the BBB can assist in holding Endurance Warranty accountable for their actions and ensure I receive a fair resolution.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  *****************************

  Business response

  08/23/2024

  As aforementioned, Mr. ********* repair facility reported that the turbocharger failed due to the vacuum element. The consumers contract is a stated component coverage. This means that all eligible parts and components are listed by name in the contract. Any part not listed is not eligible for coverage, and since the vacuum element is not listed as eligible, the repair was excluded. The repair facility also reported to Endurance that the engine and transmission mounts had collapsed. As the failures reported would not first occur within the 44 days and 817 miles that had elapsed since the expiration of the waiting period, the claim was excluded by the contract terms. The contract has been canceled at the consumers request, and no further payments will be drafted.

  Best Regards,

  Endurance 

  Customer response

  08/23/2024

   
  Complaint: 22112899
  
  I am rejecting this response because: There is significant ambiguity regarding the cause of failure for certain components of my vehicle, and the company's response has been inadequate.
  
  Endurance Warranty has not requested confirmed evidence from ************* to determine if the turbocharger, a covered component, caused the vacuum element to fail. Without this investigation, the root cause remains undetermined. Additionally, neither Endurance nor ************* can ascertain whether there was pre-existing wear and tear on the motor mounts, as this is not something I have previously had inspected.
  
  Furthermore, during a call with Endurance, I was told that the failure could not have occurred within 44 days, and the call was abruptly disconnected. This raise concerns that the issue may be related to the cost of repairs rather than the actual condition of the vehicle.
  
  I am requesting a full refund from Endurance Warranty and expect them to leave my reviews intact, as potential customers deserve to be informed about their practices and the inadequate customer service provided.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  *****************************

• 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,
  
  *********************

*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. ↩