ComplaintsforEndurance Dealer Services, LLC

• 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.

• Initial Complaint

  05/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 4-5-2023 my elderly brother, *********************, received a letter in the mail from MEPCO-Endurance. He currently has an extended warranty with another company which is paid in full. He is elderly and gets confused easily, which is why I pay his bills and am his power of attorney. *** called MEPCO believing he had received a letter from his current extended warranty company. He was very confused and was trick into giving them his credit card information. Subsequently, after speaking with me about the incident he understood it was a new company not his current warranty company. He contacted his credit card company and stopped the payment and cancelled his card. On May 24, 2023 I contacted MEPCO Endurance because *** received a bill for service contract EVPU5134346, Billing Account number **************. I explained the situation and told them they would not be receiving any payment that **** credit card was cancelled and there was a stop payment. I told them out of respect I was notifying them of the confusing of my elderly brother and that I pay all his bills and that he already had an extended warranty paid in full and that *** was tricked by their marketing representative. The woman I spoke to said she needed to speak to *** that nothing in the record showed he has a power of attorney and that she would refer this to their attorneys. I told her I would be filing a complaint with the better business bureau. Please feel free to contact me if you have any questions. If is abundantly clear *** did not understand who he was speaking with and was tricked by the salesperson he spoke with. *** has a bill no contract. On the bill MEPCO writes Please Note, Medpco is not responsible for the Marketing, sale, design, administration of claims or payment of claims under this service contract. It is apparent even they must feel the marketing may be something less then honest as they write a disclaimer on the Late notice. Thank you, *********************** for *********************.

  Business response

  05/25/2023

  see attached

  Customer response

  06/01/2023

   
  Complaint: 20099709
  
  I am rejecting this response because:
  I wanted to let you know the day I sent my first complaint I contacted MEPCO and explained my brother had been tricked by the marketing of ********* and that they would not be receiving any payments for the extended vehicle service plan.  I explained my brothers credit card had been cancelled and they would not pay any payment. I explained my brother already had an extented warranty plan he purchased when he bought his vehicle and that the trick marketing by ********* fooled him into believing he was speaking with them.  This is the letter my brother *** received.  He was lead to belief this was his current warranty plan, not a new one.  I pay all my brothers bills and I am his power of attorney.  When *** received his credit card **** he realized something was wrong and called and cancelled his card and payment.  These people are mailing out many letters like this one which are very misleading and easily confuse elderly people like my brother.  MEPCO understands this fact as they put right on there bills a statement saying MEPCO is not responsible for the marketing, ***** design, administration of claims of payment of claims under this service contract. My brother never signed anything and spoke with a tricky sales person on the phone that mislead him which has resulted in this problem.
  

  
  

  Mepcos harassment of my brother by sending multiple bills to try and pressure him is disgraceful.  On 5-16-2023 they send a bill total ****** and on 5-20-2023 send another bill for ****** for a service plan my brother never needed, wanted or signed any paperwork for.  He was manipulated by the marketing people of ********* and MEPCO if the bill collector for them.  Please help stop these people from taking advantage of elderly people who are being fooled by these people.   Here are copies of the bills.
  
  Can you help?  My next step with be contacting an attorney to stop them from harassing my brother.
  
  Please feel free to contact me if I can clarify any of this information.  I have already been in contact with ****************, in *************, with the BBB, who has offered his assistance in this matter.  I am a retired ** Trooper and recognize a scam when I see one.  **************** is at ***************************************.
  
  Thank you very much for any assistance you can provide.
  
  Your truly,
  ***********************
  ********, ** 03253
  ************
  

  
  

  Business response

  06/03/2023

  see attached.

  Business response

  06/26/2024

  Upon checking our records, this complaint is from 05/2023 and has since been resolved. The consumer was issued a full refund on 5/19/2023. 

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle service contract from Endurance Deaker Services LLC in November for ******** for my 2016 Dodge Grand Caravan. After reading the contract, I Saw that it required an oil change within 30 days of purchasing the contract. On December 2 I called Endurance Dealer Services to make sure that I could change the oil myself. The representative said yes you can change your own oil, just keep the receipts for proof. At the end of March I had an engine problem and Endurance Dealer Services towed the van to a repair location as indicated as approved under their service contract. Endurance representative visited the facility and agreed with the repair facility that their estimate was correct and their diagnosis was accurate. The next day I received a call from their approved repair facility and they stated that Endurance Dealer Services had denied the claim and was using the reason as "pre existing condition" because I called them on December 2 and said I was having problems. Today I called Endurance and spoke with ********* and she admitted that all calls are recorded and she listened to the Dec 2 call and agreed with me that in fact nothing on the call other that changing oil myself was discussed and she reopened the claim. Endurance dealer services is in breach of their contract and admits that it is. I want them to do what is required of them under the contract and have the repair done and paid for by them as required under the contract. I was told by everyone I know not to buy a policy from Endurance Dealer Services because they will always deny a claim. Because of the high cost of repair, I didn't listen and purchased the service contract at a higher price than expected and got just what everyone said I would, a dishonest denial in breach of their contract!

  Business response

  04/14/2023

  Thank you for bringing this to our attention. A manager from Endurance has reviewed the claim and reached out to the consumer to go over the claim in detail. Endurance is continuing with the claims process.

   

  Warm regards,

  Endurance

  Customer response

  04/14/2023

   
  Complaint: 19909728
  
  I am rejecting this response because:  Endurance has done nothing except to admit that their adjuster lied and now they claim they have reopened the claim to look at it some more.  They continue to do nothing even though a week ago they admitted their adjuster made a mistake (lied) and they will look at it again.  They now are making excuses looking for items that are not required under the contract to delay the process.  It is the way insurance companies fish for information so as to come up with other reasons to deny a claim.  Basically they have resolved nothing and continue to do nothing except delay.
  
  Sincerely,
  
  *************************

  Business response

  04/20/2023

  The consumer has now provided their basic maintenance documentation. Endurance is waiting on the shop to provide the actual cause of failure and the extent of damage to the consumer's engine. 

  Warm regards,

  Endurance

  Customer response

  04/20/2023

   
  Complaint: 19909728
  
  I am rejecting this response because:  If you look at the invoice from ***************** that is very clear, and was confirmed by your inspector who visited this facility.  This is another stall practice of endurance as they are well know for when they are rejecting a claim.  They always want something else and say "their adjusters are looking to"  The expert mechanics have already done that and that is why I took it to the facility you directed me to. 
  
  Sincerely,
  
  *************************

  Business response

  04/28/2023

  The repair order shows what the shop would like to replace. Per the contract we need to know the cause of failure and the extent of the damage. Endurance has been in contact with the shop and is waiting on the shop to provide the actual cause of failure and the extent of the damage. 

  Regards,

  Endurance

  Customer response

  04/28/2023

   
  Complaint: 19909728
  
  I am rejecting this response because: The inspection and description of the work to be done was agreed to already by the Endurance inspector and he was completely in agreement with it.  There is noting legally under the contract that requires any further inspection.  Endurance is fishing for another reason to turn down the claim just like they made up the reason to turn it down the first time.
  
  Sincerely,
  
  *************************

  Business response

  04/28/2023

  The contract does state in section V. FILING A CLAIM:

   5. Authorize Tear-Down and/or Inspection In some cases, You may need to authorize the
  Licensed Repair Facility to inspect and/or tear-down Your Vehicle in order to determine
  the cause and cost of the repair. You will be responsible for these charges if the Breakdown
  is not covered under this Contract. We reserve the right to require an independent third-party
  inspection of Your Vehicle prior to any repair being made.

  At this point we have explained to the repair facility we need to know the cause of failure, they were reaching out to you for your authorization.

  Endurance

  Customer response

  04/28/2023

   
  Complaint: 19909728
  
  I am rejecting this response because:When the Endurance inspector was there, he saw no reason for the tear down as he agreed completely with the estimate.  If he wanted a tear down at that time, he would have indicated that.  Endurance is simply looking for another reason to deny the claim when it is not necessary.  Very few repairs are paid for by Endurance after a customer pays for a further tear down based on my investigations. Endurance  just keeps asking for more so they can make up another reason to deny a claim like they did the first time. They also past a month of jerking me around on this claim.  Can you imagine being out of town and not getting your car repaired ans they continue to jerk around or dishonestly close down a claim and then reopen it to continue wasting time? Consumers need to ask any repair facility that submits a repair bill to Endurance, if they honored their warranty and they will learn that Endurance does not.  I have started collecting information as to this, and it is shocking how low the percentages are of repairs that are paid for by Endurance when their is a claim.  No matter what, it appears they just keep asking for more information about maintenance and if they can't turn it down for that (like in my case after they were given docs for maintenance) then they just keep going with something more like a tear down until they can find something else to turn down the claim.  It is a rabbit hole of dishonest business practices by Endurance. Meanwhile, you do not have use of your car and your life is totally injured but they keep collecting those premiums like clockwork.  There will never be a resolution with Endurance because they are a typical dishonest insurance service.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Sick and tired of getting **** letters. I do no drive. I do not have a vehicle. Make them stop

  Business response

  04/04/2023

  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. 

• Initial Complaint

  03/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have sent 3 separate letters toof the attached policiy in November, 2022, December, 2022 and January, 2023. I have not received my refund nor any correspondence from Endurance. Endurance requesting cancellation

  Business response

  04/06/2023

  We appreciate the consumer reaching out to us for assistance. The consumer is eligible for a pro-rata refund after the 30th day of the contract term. After calculating the refund according to the contract guidelines, Endurance found that the refund amount was negative, and no funds would be eligible for issue. We appreciate the opportunity to address this concern.
  

  Best Regards,
  

  Endurance Resolutions

  Customer response

  04/07/2023

   
  Complaint: 19874081
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Endurance Dealer Services is sending me unsolicited mail via ***** This mail is about ************************ Plans. I consider this type of mail to be a scam.I do not want to receive mail from this company!

  Business response

  03/28/2023

  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

  03/30/2023

   
  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

  03/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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. I consider myself pretty savvy and I almost got fooled, I can't imagine how many people fell for this.

  Business response

  03/24/2023

  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

  03/24/2023

   
  Complaint: 19847170
  
  I am rejecting this response because: While I appreciate being taken off of their mailing list, I still find that practice extremely unethical, misleading, and deceptive. The mailings should be made more obvious that they are ads, and the fake customer numbers should be removed.
  
  Sincerely,
  
  *************************

  Business response

  03/31/2023

  Endurance has placed the consumer on our internal "Do Not Mail" database and apologizes for any frustration the mail piece caused *******************
  

  Regards,

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Endurance valuemax essential is an extended powertrain plus warranty I purchased for my 2011 Jeep grand cherokee and is currently in the shop for repairs. One repair that is not being covered is my oil pan gasket even though I paid for *************** coverage. They claim the oil pan isnt covered even though my contract covers seals and gaskets.

  Business response

  03/28/2023

  The *************** add-on coverage applies to parts listed for coverage under the contract. The oil pan gasket is not eligible for repair as the oil pan is not a listed component under the contract. Per contract Section VII.
  

  C.ADD-ON COVERAGE OPTIONS:
  

  5.Seals & Gaskets Option (Surcharge Applies) If You have selected Seals & Gaskets Coverage as indicated on the Declarations Section, you have Coverage in accordance with the applicable terms of this Contract for the replacement of Seals & Gaskets, designed to prevent the loss of necessary coolants, lubricants and fluids of all listed components, as standalone failures and/or repairs.
  

  We appreciate the opportunity to clarify the details of the consumer's claim.
  

  Kind Regards,
  

  Endurance Resolutions

  Customer response

  03/29/2023

   
  Complaint: 19639924
  
  I am rejecting this response because:
  

  There are three places under my contract that stipulate seals and gasket are covered.  ******* pan gasket is part of the engine so therefor under the contract the oil pan gasket should be covered. They are trying to get out of covering a repair by using semantics

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

  Business response

  04/06/2023

  The surcharge applies to the listed components under the contract. The oil pan is not a listed component. Therefore, the oil pan gasket is not eligible for repair.  We appreciate the opportunity to address this concern.
  

  Regards,
  

  Endurance Resolutions

  Customer response

  04/07/2023

   
  Complaint: 19639924
  
  I am rejecting this response because: they are fraudulent  in their business practices 
  
  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. ↩