Complaints

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of the incident with the company -- 9/26/2024 Date of transaction -- 09/19/2024 Amount -- $3,227.32 | Committed to filing and resolving the repair claim They would not let me speak with the claim department once I canceled the policy which was effective at the time of payment. They haven't tried to resolve the issue. ********* ******** ******** is a complete scam. They lure you in with misleading terms, like claiming they'll "defer" your payment (which is NOT the same as waiving it), only to trap you in their web of lies. They will deny claims for even the smallest amounts, leaving you stranded when you actually need coverage. This company is nothing but smoke and mirrors. Their customer service is a joke. It feels like you're speaking to people working out of their living rooms pretending to run a legitimate business. Passing the buck seems to be their only real specialty, and don’t get me started on how unhelpful and disrespectful their representatives are. I dealt with an agent named ***** ****, who couldn’t have been more dismissive or unprofessional. It was clear they had no interest in resolving the issue but were more focused on deflecting and stalling. Bottom line: Save yourself the headache and avoid this company like the plague. They are NOT the big, reputable company they pretend to be—just a bunch of amateurs running a fraudulent operation. Don't waste your money or time with ********* ******** ********!

  Business response

  09/27/2024

  Endurance is simply the selling agent for this contract. The administrator is Gold Key Warranty, Inc. d/b/a Consumer Care Direct. This means that Gold Key Warranty, Inc.?is responsible for the approval or denial of claims, and Endurance plays no role in the administration of claims.? 
  
  Please forward this complaint to Gold Key Warranty, Inc: 
  Gold Key Warranty, Inc. [d/b/a Consumer Care Direct] (************************************************************************************************************************) 
  

  Customer response

  10/08/2024

  
  Complaint: ********
  
  I am rejecting this response because: the seller of the service contract is who I filed the claim with (endurance). So passing the buck in this case wouldn't make any sense. I went ahead and fixed the vehicle and paid out of pocket because it was an emergency. I went ahead and submitted the receipt for partial reimbursement based on the terms of my service contract and it was still DENIED. Simply put, they have no issues collecting premiums, and will not pay out any claims for any and all reasons. That's how their contracts are written I have the full contract and can send over. 
  
  Sincerely,
  
  ****** *****

  Business response

  10/14/2024

  Hello **** *********

  ****** ******** need to call seller of vehicle service contract (Endurance) about concern with unsubscribing from any kind of contact. CCD cannot help resolving this concern.

  ****** ***** has DIAMOND vehicle service contract, parts must be listed for coverage with diamond coverage. Customer vehicle service contract does not have coverage for rear brake pads, brake rotors, and tires. Customer claim was DENIED for parts not listed for coverage.

  Thank you,

  ****

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Warranty company refusing to replace a part that was installed by the warranty company just 8 months ago. Last year we went through this same whole process in order to have the parts installed and vehicle fixed in the ***** place.After the BBB helped us resolve this matter last year the warranty company guaranteed the parts they installed,since they were used parts from totaled vehicles, for the remainder of time in which I still held the warranty. In other words as long as I still maintained and paid for my warranty,if the parts they installed last year were to fail, it would be replaced under warranty. The transfer case has failed in less than 8 months and they are refusing to replace the partobviously defective part to "fix" my vehicle last year and then when it ultimately failed the warranty company blamed ********** Brothers (vendor/supplier) and wanted them to fix it, they refused, then warranty company took 4 days to come back and respond with "oh no it's not covered under your warranty due to the seal being the source of failure. I spoke with ******* from endurance who assured me he would help me and was going to send me his contact information in an email which I never received and now every time I try to reach out I'm unable to get ahold of him.This is already going on the second week of the warranty company pointing the finger at the vendor and the vendor pointing the finger at the warranty company all the while they are all denying thier involvement or responsibility.PLEASE HELP THEY DID THIS TO ME LAST YEAR AND ONLY HELPED ONCE BBB STEPPED IN

  Customer response

  07/24/2024

  I've attached a copy of my warranty as pdf file hopefully you will be able to view it.

  Business response

  07/29/2024

  Dear ***************************,
  
  This message concerns complaint ID ******** that *************************** sent to BBB on 07/25/2024.
  
  *************************** claim was filed on 07/17/2024:
  
  Complaint: 1) C/S: Transfer case making loud clunking noise
  
  Cause: 1) Shop found transfer case leaking and making noise
  
  Correction: 1) Need to replace transfer case
  
  CCD process claim per terms and condition of *************************** vehicle service contract. CCD replaced the transfer case back in December 2023 with used part, at that time part was not leaking and performed to manufacture specifications. *************************** has been driving the vehicle with transfer case leaking, because the road grime has lot of build up where the transfer case is leaking, Customer continued to drive vehicle with leaks causing failure to internal parts of transfer case. Customer contract states (seals and gaskets are only covered if needed in conjunction with covered repair). *************************** is responsible for fixing any leaks before damage is caused to a covered item. Customer claim has been DENIED because Non-Covered Item Caused failure to Covered Item.
  
  CCD is driven by excellent customer service, adjuster and supervisor did supply excellent customer service to **********************. CCD apologize for any inconvenience that this has caused.
  
  
  Thanks,
  Parm ******, Ph.D.

  Customer response

  07/30/2024

  
  Complaint: ********
  
  I reject this claim as it falls outside my warranty due to a long-term seal leak. Despite expressing concerns last year about using parts from totaled vehicles, I was assured of their quality and given guarantees, including coverage for ANY failure. The failure occurred within months, with no prior indication or preventive action possible. All companies involved are deflecting responsibility. This is not a normal occurrence for a seal to fail so quickly, causing part failure. This situation echoes previous issues, highlighting a pattern of scams and lack of accountability. Parm himself guaranteed me last year when voicing my concerns that no matter what takes place as long as I hold my warranty every month I am covered for anything relating back to these parts they installed.

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

  Business response

  08/01/2024

  CCD process claim per terms and condition of *************************** vehicle service contract.CCD replaced the transfer case back in December 2023 with used part, at that time part was not leaking and performed to manufacture specifications. *************************** has been driving the vehicle with transfer case leaking, because the road grime has lot of build up where the transfer case is leaking, Customer continued to drive vehicle with leaks causing failure to internal parts of transfer case. Customer contract states (seals and gaskets are only covered if needed in conjunction with covered repair). *************************** is responsible for fixing any leaks before damage is caused to a covered item. Customer claim has been DENIED because Non-Covered Item Caused failure to Covered Item.

  Thank you,

  Parm

  Customer response

  08/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Endurance Warranty used salvaged parts against my and the mechanic's advice, falsely assuring me of their quality and warranty coverage. They now deny responsibility for the failed transfer case, blaming a seal they refused to replace during the initial repair. Despite my consistent $155/month payments, they've violated their agreement by refusing to cover the failed part. This is a clear pattern of deception: they initially blamed the vendor, then changed their story, and now refuse to honor their guarantee.

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

  Customer response

  08/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Endurance Warranty used salvaged parts against my and the mechanic's advice, falsely assuring me of their quality and warranty coverage. They now deny responsibility for the failed transfer case, blaming a seal they refused to replace during the initial repair. Despite my consistent $155/month payments, they've violated their agreement by refusing to cover the failed part. This is a clear pattern of deception: they initially blamed the vendor, then changed their story, and now refuse to honor their guarantee.

  
  

  I apologize for this long message but like I stated before previous context in this situation shows more than what parm is trying to do here by simply denying this as a new claim they don't want to cover instead of treating this for what it is and that is thier failure to use quality parts for vehicles they repair under warranty and then to even deny and try and change everything to fit the warranty itself so it can be denied that way instead of them fixing thier obvious and blatant use of bad parts that should have never been used. Ok so I belive the back story and context play a big role in this dispute. So go back to last year when I had work done on this vehicle through the warranty company. They first did the transmission, which they absolutely drug thier feet, fought tooth and nail not to cover the transmission, lied, tried everything but ultimately covered the transmission because it was a covered part and they were liable to fix it. My journey with endurance and ccd here with parm ******. Through this process I saw how they operated and got a taste of the things they liked to try and do to hurt the customer. They were using parts from vehicles that are total loss vehicles that have been completely destroyed but some parts are "salvageable". I voiced my concerns starting here about using parts that are likely to fail and not hold up since every shop in my area advised me of the dangers of using these types of parts and not remanufactured or even new parts. Parm himself guaranteed that the parts are all covered by multiple warrantys to protect me as the customer, from a part that ultimately will fail. CCD, Endurance and ********** Brothers all assured me that at each level they offer warrantys on the parts at different levels and also informed me that as long as I'm still holding my warranty and paying for it every month Endurance will have my back and protect me from and part failures in regards to parts they installed in my vehicle under warranty. So when this transfer case was installed in December the same conversations took place again as I addressed my concerns about the parts being no good since I had just got my vehicle back from the shop having the transmission done and there was problems almost immediately after getting the car back from the transmission job and I was worried the transmission had failed and was concerned about how it would be handled. I was told not to worry just put it in the shop and open a new claim and it would all be taken care of either under warranty for transmission if that was the case or if there was any new issues. It turned out it was something new, the transfer case, and I went through the whole process again to which I was assured again no matter what as long as I hold my warranty they stand behind the work they do and the parts they use when sourcing used parts from salvage yards. Fast forward to now, only 8 months later and the transfer case has failed and they are trying to not fix it. The original reason the shop was given was by ********** brothers the vendor, their warranty will not cover this part, so they pass it back to Endurance, whom points the finger at ccd who is the administrator who then turns and points the finger at the vendor. For almost 3 weeks they have all placed the blame on one another all the while having my shop and me and my wife calling every day all three locations looking for answers. For three weeks we have been without a car because rentals aren't covered until the claim is approved. They haven't even formally let me know at this point the status of the claim. Now the story has changed and they are saying it failed because of a failed seal and they don't cover seals. Here's the thing, just 7 8 months ago they claimed this part (transfer case) including the seals were good and installed it in my vehicle. They refused my shops request to have new seals installed when doing the job even though they should have been covered and replaced before installing the transfer case, it's like an 8 hour job that is very labor heavy and my warranty covers seals if they are a part of the job which in my and my mechanics opinion should have been done while it was all apart but the warranty company guaranteed they were good and insisted on not doing them. My mechanic did as they instructed and installed "as is" since they guaranteed its contition. The seals should last anywhere around 100k miles in any situation. There was never any signs of failure up until a few weeks ago when my wife informed me of the car acting up. There is no maintenence that we could have done to prevent or identify this issue. There was no visual signs of a leak (the transfer case only holds a small amout of fluid unlike transmission fluid or oil)We had no idea the seals had failed and were leaking. We didn't even know what was wrong with the car until it was put in the shop. It looks as if the transfer case that they guaranteed failed only a couple of months later and began leaking, but we were unaware of this until it began to show signs of failure, at which point we immediately took it to the shop for diagnosis to figure out what was going on. We trusted the company that provided this part when they repeatedly guaranteed its condition to me and the shop. They are not trying to not cover it under the warranty of the work and part itself as a job they have done just a few months ago which they litterally guaranteed me they would cover any failures as long as ive paid my warranty which i want to be clear is 155$ a month and ive paid it even when i was out of work and didnt have the money for it. My warranty doesn't The warranty covers seals and gaskets, but it does not cover the work they have done or the parts they use. They are trying to cover up the fact that they used a part that was not safe or in working order. They are showing that they do not guarantee or stand behind any work they do, as they told me numerous times before when I specifically brought these concerns to light when the work was originally being done. We took it to the shop, and here we are.

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

  Business response

  08/01/2024

  CCD process claim per terms and condition of *************************** vehicle service contract.CCD replaced the transfer case back in December 2023 with used part, at that time part was not leaking and performed to manufacture specifications. *************************** has been driving the vehicle with transfer case leaking, because the road grime has lot of build up where the transfer case is leaking, Customer continued to drive vehicle with leaks causing failure to internal parts of transfer case. Customer contract states (seals and gaskets are only covered if needed in conjunction with covered repair). *************************** is responsible for fixing any leaks before damage is caused to a covered item. Customer claim has been DENIED because Non-Covered Item Caused failure to Covered Item.

  Customer response

  08/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I am disputing the denial of my claim regarding the failed transfer case seals in my 2015 ****** Pathfinder. The transfer case was replaced by CCD just seven months ago and the seals have prematurely failed.

  CCD claims the failure is due to my negligence in not addressing a leak. However, seals and gaskets typically last far longer than seven months, barring faulty installation or defective parts. The rapid failure suggests the initial repair was substandard.

  I request the BBB investigate this matter. The denial of my claim seems unjust and potentially a violation of my consumer rights.

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

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car been in the shop for two months for an ac compressor. They vendor sent a used bad compressor now cant nobody reach the vendor.. my car being sitting for two months.. And i cant even talk to a manager. Poor customer service. Now the shop is seeking storage fee do to this company not making things right. An now they are telling me they are not responsible for the storage fee..

  Business response

  07/29/2024

  Dear *************************,
  
  This message concerns complaint ID ******** that ********************* sent to BBB on 07/23/2024.
  
  ********************* claim was filed on 06/06/2024:
  
  Complaint: 1) C/S: A/C blowing hot air
  
  Cause: 1) Shop found A/C compressor has failed internally
  
  Correction: 1) Need to replace A/C compressor
  

  CCD process claim per terms and condition of ********************* vehicle service contract. Customer and repair facility did approve CCD to ship in used A/C compressor, after installation of used A/C compressor the part failed. CCD vendor has reached out to repair facility and spoke with service advisor about failed part. CCD vendor has reached out to CCD and stated that they do not have another used part and will pay shop for installation on failed used part. CCD will be moving claim forward using OEM part, new claim approval will be provided to customer and shop today.
  
  CCD is driven by excellent customer service, adjuster and supervisor did supply excellent customer service to **********************. CCD apologize for any inconvenience that this has caused.
  
  
  
  Thanks,
  Parm Indhal, Ph.D.
  VP Claims Administration

  Customer response

  07/29/2024

   
  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

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought their warranty , the salesman talked at length about how easy it was to file a claim and how easy it was for them to pay for it . After about 4 months , my truck had issues with the transmission . This was supposed to be covered ! They are refusing to take the word of the **** dealership where I took it to be diagnosed and to be repaired ! They are asking me to pay well over $1500 for the transmission to be removed from the vehicle and be taken apart , so they can see the damaged parts before they make any decision . The **** tech informed me that he has never had to do this for any other warranty company , and it is a waste of my money , as they are only trying to find some way out of paying . When I called them , I got sent to a 3rd party company CCD that wanted to talk about " verbiage in my contract " ! They will not pay for the repair as I was led to believe when I purchased the warranty !

  Business response

  07/19/2024

  Endurance is simply the selling agent for this contract. The administrator is Gold Key Warranty, **** d/b/a Consumer Care Direct. This means that Gold Key Warranty, ****?is responsible for the approval or denial of claims, and Endurance plays no role in the administration of claims.?  
  
  Please forward this complaint to Gold Key Warranty, Inc:  
  Gold Key Warranty, **** [d/b/a Consumer Care Direct] 
  
   (*****************************************************************************************************************************************************************************************************) 

  Business response

  07/29/2024

  Dear ***************************,
  
  This message concerns complaint ID ******** that ********************* sent to BBB on 07/19/2024.
  
  ********************* claim was filed on 07/11/2024:
  
  Complaint: 1) C/S: Transmission is having hard time getting into gear and shifting
  
  Cause: 1) Shop found codes: P0766, P07AA, P2703, and P2704 /internal transmission failure
  
  Correction: 1) Need to replace transmission
  
  CCD process claim per terms and condition of ********************* vehicle service contract. CCD needs to know what cause of failure is per terms and condition of customer vehicle service contract. **************** contract states:
  
  
  CCD has not denied or approved repairs because the cause of failure has not been determined. The customer is refusing to give repair facility authorization for teardown to cause of failure per terms and condition of service contract. Once the customer approves teardown CCD can move forward with claim.
  
  CCD is driven by excellent customer service, adjuster and supervisor did supply excellent customer service to **********************. CCD apologize for any inconvenience that this has caused.
  
  
  Thanks,
  Parm Indhal, Ph.D.

• Initial Complaint

  07/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told by the warranty company that they can fix any repairs on my vehicle. My vehicle went down because of transmission problems and I didn't know what to do so I told the warranty company and we started the process to get everything fixed. I take my car to a shop called Xpress Auto Shop on 58th and Western, during the process it was a lot of miscommunication between the two parties(the auto shop and the warranty company). The warranty company asks for pictures of the transmission failure from the auto shop, once that is done the auto shop takes it upon themselves to replace the transmission with a new one(without my consent). Now there's an inspector that comes through from the company and he gets there and denies the claim because he didn't see a tore down transmission. I just want to know can I please get help this isn't even on me it's like both sides are blaming each other and not trying to take accountability and help me with my issue.

  Business response

  07/03/2024

  Endurance is simply the selling agent for this contract. The administrator is Gold Key Warranty, **** d/b/a Consumer Care Direct. This means that Gold Key Warranty, ****?is responsible for the approval or denial of claims, and Endurance plays no role in the administration of claims.? 
  
  Please forward this complaint to Gold Key Warranty, Inc: 
  Gold Key Warranty, **** [d/b/a Consumer Care Direct] (*****************************************************************************************************************************************************************************************************) 

  Business response

  07/08/2024

  Dear *************************,
  
  This message concerns complaint ID ******** that ************************* sent to BBB on 07/04/2024.
  
  ************************* claim was filed on 06/14/2024:
  
  Complaint: 1) C/S: Vehicle will not move at times
  
  Cause: 1) Shop found transmission has internal failure
  
  Correction: 1) Need to replace transmission
  
  CCD process claim per terms and condition of ************************* vehicle service contract. CCD needed more information from the customer and shop after all needed information was collected claim was set for inspection using third party company ************************************* The inspector arrived at the repair facility and the repair facility technician showed it to the inspector.
  
  SUSPECTED CAUSE OF FAILURE
  1.)Unable to verify failure to trans as vehicle was not operable, Would not take a jump. Unable to get odometer reading, not able to demonstrate vehicle stop moving, fluid level, full in good condition.
  STATE OF ASSEMBLY
  1.) Inspector arrived and found vehicle fully assembled at time of inspection.
  
  CCD reviewed the inspection report and customer repair facility never perform teardown to cause of failure. repair facility stated to ccd claim adjusters that transmission was torn down and ready for inspection. At the time of inspection, no failure was shown to inspector that caused transmission to stop moving. Shop never stated to inspector that they replace transmission with new unit, not sure why customer stated that shop replace transmission.
  
  CCD has DENIED ************************* claim because no failure was shown to inspector. If a customer wants to move their vehicle to another repair facility CCD will revisit claim but CCD will not move forward with claim at current repair facility since they lied that transmission was torn down and vehicle was ready for inspection.
  
  CCD is driven by excellent customer service, adjuster and supervisor did supply excellent customer service to **********************. CCD apologize for any inconvenience that this has caused.
  
  
  
  Thanks,

  Parm

• Initial Complaint

  06/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I sent my car in for repairs, but instead getting the car fixed the company was trying everything trying not too get the car fixed. My transmission went out put the car in the shop, first I had to get 2 year's of maintenance records, only for the to get an adjuster to look at the car and denied the claim because of the wear and tear because of the mileage, but took the contract with the same mileage. I think this is unjust and coming off as a scam. You should not to be able to take the contract of a car with high mileage and when it breaks down denied the claim because of the high mileage

  Business response

  06/20/2024

  Endurance is simply the selling agent for this contract. The administrator is Gold Key Warranty, **** d/b/a Consumer Care Direct. This means that Gold Key Warranty, ****?is responsible for the approval or denial of claims, and Endurance plays no role in the administration of claims.?  
  
  Please forward this complaint to Gold Key Warranty, Inc:  
  Gold Key Warranty, **** [d/b/a Consumer Care Direct] 
  
   (*****************************************************************************************************************************************************************************************************) 

  Business response

  06/23/2024

  Dear *************************,
  
  This message concerns complaint ID of ******** that *************** sent to BBB on 06/20/2024.
  
  Emirous ******* claim was filed on 05/24/2024:
  
  Complaint: 1) C/S: Vehicle goes backward but will not go forward
  
  Cause: 1) Shop found lot of metal in the fluid / internal transmission failure
  
  Correction: 1) Need to replace transmission
  

  CCD process claim per terms and condition of Emirous ******* vehicle service contract. CCD needed more information from the customer and shop after all needed information was collected claim was set for inspection using third party company ************************************* The inspector arrived at the repair facility and the repair facility technician showed the inspector what had failed.
  
  clutches in trans burned and heavily worn.
  
  CCD reviewed the inspection report and agreed with inspector and repair facility that transmission clutches have failed and cause transmission failure. Customer vehicle service contract states that clutches are excluded from the contract.
  
  CCD claims adjuster called customer and repair facility and explain to them that claim is DENIED because of Wear and Tear / Time and Mileage also Clutch failure is excluded from contract.
  
  
  CCD is driven by excellent customer service, adjuster and supervisor did supply excellent customer service to **********************. CCD apologize for any inconvenience that this has caused.
  
  
  
  Thanks,
  Parm ******, Ph.D.

  Customer response

  06/28/2024

  
  Complaint: ********
  
  I am rejecting this response because: this business has never called me first of all, I called them. Now on there recorded phone call that I did have with this company said that my claim was denied because of wear and tear and high mileage. Now they are only saying this clutch stuff because it's mentioned in this so called contract. They have the recorded phone call and again high mileage and wear and tear was the reason 
  
  Sincerely,
  
  Emirous *******

  Business response

  07/03/2024

  Hello *************************,

  CCD process claim per terms and condition of Emirous ******* vehicle service contract. CCD needed more information from the customer and shop after all needed information was collected claim was set for inspection using third party company ************************************* The inspector arrived at the repair facility and the repair facility technician showed the inspector what had failed.
  
  clutches in trans burned and heavily worn
  
  CCD reviewed the inspection report and agreed with inspector and repair facility that transmission clutches have failed and cause transmission failure. Customer vehicle service contract states that clutches are excluded from the contract.
  

  CCD claims adjuster called customer and repair facility and explain to them that claim is DENIED because of Wear and Tear / Time and Mileage also Clutch failure is excluded from contract.

   

  Thank you,

  Parm

  Customer response

  07/07/2024

  
  Complaint: ********
  
  I am rejecting this response because: as I said in my original response this company has never called me I had to actually call them as was told on the recorded phone call the reason the claim was denied was because wear and tear and high mileage. Me and the claim adjuster had a few words about that tell them to release that phone call and it will show that not at one time in that phone call the word clutch was not said. The only reason they are saying it now is to cover themselves 
  
  Sincerely,
  
  Emirous *******

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an extended warranty with Endurance to cover my recently purchased 2014 gmc yukon. 1st time financing a car so I wanted to make sure it was taken care of and covered god forbid anything were to happen to it. Well something did happen we were driving it and it started acting funny out of no where and the check engine light came on we parked and had it towed to a shop to get looked at and come to find out that the cylinders were collapsed on 3&7 and as well as the camshaft had damage the car has been in the shop for 3 weeks going now and they have denied my claim even though every part and thing that is wrong with my vehicle is stated as being a covered part leaving me with a 9000 bill at the dealership as well as in debt for the car that now cannot run. I bought this for the security of knowing if something were to happen it would be taken care of and i was reassured many times that it was going to be approved because as i stated it was all covered parts. I am now involving a lawyer to get to the bottom of this because it is BULL you pay for a 5000 extended warranty over 5 years but now that it is time for them to pay up claim is denied there are NO SUPERVISORS EVER THAT KNOW ANYTHING OR THAT ARE WILLING TO HELP AND THEIR 3RD PARTY CCD CLAIMS COMPANY ARE RUDE, NOT HELPFUL AT ALL AND ARE IMPOSSIBLE TO TALK TO OR GET ANY INFORMATION FROM. DONT DO IT. I highly reccomend looking into other companies. They had no problem taking my money but now that its time for them to pay up they are refusing

  Business response

  06/18/2024

  Endurance is simply the selling agent for this contract. The administrator is Gold Key Warranty, **** d/b/a Consumer Care Direct. This means that Gold Key Warranty, ****?is responsible for the approval or denial of claims, and Endurance plays no role in the administration of claims.?  
  
  Please forward this complaint to Gold Key Warranty, Inc:  
  Gold Key Warranty, **** [d/b/a Consumer Care Direct] 
  
   (*****************************************************************************************************************************************************************************************************) 

  Business response

  06/23/2024

  Dear *************************,
  
  This message concerns complaint ID of ******** that *************************** sent to BBB on 06/18/2024.
  
  *************************** claim was filed on 06/05/2024:
  
  Complaint: 1) C/S: Check Engine light is on, and vehicle has loud ticking noise
  

  Cause: 1) Shop found cylinder 7 and 4 lifters have collapsed
  
  Correction: 1) Need to camshaft and lifters
  
  CCD process claim per terms and condition of *************************** vehicle service contract. CCD needed more information from the customer and shop after all needed information was collected and reviewed. Shop found cylinder 4 and 7 lifter has pitted badly and caused damage to camshaft, shop supplied teardown photos and CCD agreed that lifters pitted and caused damage to camshaft. A lifter pitting failure is a common failure with ************** vehicles, lifter pitting failure happens over period of time and miles, not in a brief period of time.
  
  CCD claims adjuster called customer and repair facility and explain to them that claim is DENIED because of Wear and Tear / Time and Mileage.
  
  CCD is driven by excellent customer service, adjuster and supervisor did supply excellent customer service to **********************. CCD apologize for any inconvenience that this has caused.
  
  
  Thanks,
  Parm ******, Ph.D.

  Customer response

  06/24/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The mechanics have stated that the issue with my vehicle, specifically corroded lifters due to insufficient oil flow through the engine, is not typical wear and tear. Despite this, they have hung up on me and failed to provide any explanations. During one conversation, **** even made derogatory remarks under his breath before ending the call. Attempts to reach supervisors at ***urance have been unsuccessful. I've discovered thousands of others facing similar issues with Endurance CCD claims being denied across the board. The mechanics who reviewed the photos confirmed that the lifters are corroded, not pitted, attributing the failure to improper oil circulation. My car underwent servicing less than two months ago with no reported issues, as I am diligent about maintenance due to recently purchasing and financing the vehicle. All items needing replacement are covered under my warranty, and therefore my CCD claim should be approved and paid promptly.Despite consistently deducting payments, Endurance has denied my claim now that I need them to fulfill their coverage obligations. Communication between Endurance and myself has been nearly nonexistent, despite daily calls from the dealership representative handling my case.I expect Endurance to honor their commitment and pay the claim as promised. I've paid for coverage to protect my vehicle in such situations, and their refusal to do so constitutes a breach of contract. If necessary, I am prepared to involve legal counsel, as my attorney has confirmed the legality of my claim and advised me that it cannot be legally denied. It has been six weeks since my car has been in the shop, and I urgently demand that this claim be settled immediately. This situation is unacceptable and must be resolved without further delay.Sincerely,

  
  ***************************

  Business response

  06/26/2024

  Hello *************************,

  CCD process claim per terms and condition of *************************** vehicle service contract. CCD needed more information from the customer and shop after all needed information was collected and reviewed. Shop found cylinder 4 and 7 lifter has pitted badly and caused damage to camshaft, shop supplied teardown photos and CCD agreed that lifters pitted and caused damage to camshaft. A lifter pitting failure is a common failure with ************** vehicles, lifter pitting failure happens over period of time and miles, not in a brief period of time.
  

  CCD claims adjuster called customer and repair facility and explain to them that claim is DENIED because of Wear and Tear / Time and Mileage.

  Thank you,

  Parm

  Customer response

  06/27/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  They are corroded not pitted. This is why I am rejecting it. Everyone can see that. That is not from over time. 

  The Claim needs to be paid per contract
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an auto service contract sold by Endurance which after denial of my claim and further review of contract revealed the provider is DKP Administration. Their third-party administrator denied my claim for a covered breakdown per the terms of my contract. This company blames their third-party administrator and in attempts to create distance when failing to perform.

  Business response

  05/30/2024

  Dear *************************,
  
  This message concerns complaint ID ******** that *********************** sent to BBB on 05/29/2024.
  
  *********************** claim was filed on 01/16/2024:
  
  Complaint: 1) C/S: Vehicle wont start
  

  Cause: 1) Shop found engine has internal failure
  

  Correction: 1) Need to replace engine Wear and Tear / Time and Mileage
  

  CCD process claim per terms and condition of *********************** vehicle service contract. CCD needed more information from the customer and shop after all needed information was collected claim was set for inspection using third party company ************************************* The inspector arrived at the repair facility and the repair facility technician showed the inspector.
  
  Inspector's Opinion of Cause of Failure:
  Based on the physical condition of the engine and fault codes noted in the reason for inspection, an engine timing related failure is present causing internal engine failure. The timing chain tensioners were fully extended. 
  
  CCD explained to the customer that claim is DENIED for Wear and Tear / Time and Mileage. No failure was shown to the oil pump not sure what the customer is speaking about in complaint. *********************** had GOLD level vehicle service contract and Timing Chain Tensioner is Not Listed for Coverage.
  

  CCD is driven by excellent customer service, adjuster and supervisor did supply excellent customer service to **********************. CCD apologize for any inconvenience that this has caused.
  
  Thanks,
  Parm Indhal, Ph.D.

  Customer response

  05/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: my contract agreement indicates that Gold Key Warranty is the third-party administrator of the service contract, whose resposibility is to perform administrative services on behalf of DKP Administration. Gold Key Warranty dba CCD is welcome to provide any documentation of inspector notes and codes.  To date, the vague response provided are hearsay, as no documentation has been provided to support the response.  I am requesting full transparency to include inspector summary/notes, and codes. It is noted that the complaint was filed against DKP ********************* the contract provider of record. 

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

  Business response

  05/31/2024

  CCD process claim per terms and condition of *********************** vehicle service contract.CCD needed more information from the customer and shop after all needed information was collected claim was set for inspection using third party company ************************************* The inspector arrived at the repair facility and the repair facility technician showed the inspector.
  
  Inspector's Opinion of Cause of Failure:
  Based on the physical condition of the engine and fault codes noted in the reason for inspection, an engine timing related failure is present causing internal engine failure. The timing chain tensioners were fully extended. 
  
  CCD explained to the customer that claim is DENIED for Wear and Tear / Time and Mileage. No failure was shown to the oil pump not sure what the customer is speaking about in complaint. *********************** had GOLD level vehicle service contract and Timing Chain Tensioner is Not Listed for Coverage.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  May 1,2024 My 2013 Ram 1500 ABS and TRACTION CONTROL LIGHT went on. I called the shop and had them do a diagnostic. The auto garage I took it to for checking the diagnosis was $210.02 and the sensor was $220 and new Harness is $60.00 plus tax. I had to cancel the harness and sensor. Currently I have invoice on the truck

  Business response

  05/21/2024

  Endurance is simply the selling agent for this contract. The administrator is Gold Key Warranty, **** d/b/a Consumer Care Direct. This means that Gold Key Warranty, ****?is responsible for the approval or denial of claims, and Endurance plays no role in the administration of claims.? 
  
  Please forward this complaint to Gold Key Warranty, Inc:
  Gold Key Warranty, **** [d/b/a Consumer Care Direct] (*****************************************************************************************************************************************************************************************************)

  Business response

  05/27/2024

  Dear *************************,
  
  This message concerns complaint ID ******** that ********************** sent to BBB on 05/21/2024.
  
  ********************** claim was filed on 05/17/2024:
  
  Complaint: 1) C/S: ABS light is on
  
  Cause: 1) Shop found driver rear wheel speed sensor has failed
  
  Correction: 1) Need to ABS sensor Nor Listed for Coverage
  

  CCD process claim per terms and condition of ********************** vehicle service contract. Customer vehicle service contract is GOLD level coverage, with GOLD coverage there is no coverage for brake system.
  
  ********************** claim was DENIED because Parts Not Listed for Coverage. CCD adjuster call customer and repair facility to inform them claims was denied and the reason for denial.
  
  CCD is driven by excellent customer service, adjuster and supervisor did supply excellent customer service to **********************. CCD apologize for any inconvenience that this has caused.
  
  Thanks,
  Parm Indhal, Ph.D.

  Customer response

  05/28/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  The companies need to be upfront with what's covered and not covered.   And it's needs to be in all packages for car owners.   Who payments are greater than $100.00    or what color package they put people in. 
  Sincerely,
  
  ****************************

• Initial Complaint

  05/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased the warranty with Endurance on ************** a month is what I paid. I kept losing oil pressure on my truck. It had low oil pressure. The for the shop only way to tell this was to pull the motor out to examine it. It has a bearing problem. An inspector came out from Endurance came out looked and denied the claim. It had oversized tires and suspension kit on it.

  Business response

  05/16/2024

  Endurance is simply the selling agent for this contract. The administrator is Gold Key Warranty, **** d/b/a Consumer Care Direct. This means that Gold Key Warranty, **** is responsible for the approval or denial of claims, and Endurance plays no role in the administration of claims. 
  
  Please forward this complaint to Gold Key Warranty, ****
  Gold Key Warranty, **** [d/b/a Consumer Care Direct]
  
   (*****************************************************************************************************************************************************************************************************)

  Business response

  05/18/2024

  Dear *************************,
  
  This message concerns complaint ID ******** that *********************** sent to BBB on 05/16/2024.
  
  *********************** claim was filed on 04/22/2024:
  
  Complaint: 1) C/S: Oil pressure gauge keeps jumping up and down
  
  Cause: 1) Shop found spun bearing / metal throughout engine
  
  Correction: 1) Need to replace engine
  
  CCD process claim per terms and condition of *********************** vehicle service contract. CCD needed more information from the customer and shop after all needed information was collected claim was set for inspection using third party company ************************************* The inspector arrived at the repair facility and the repair facility technician showed the inspector what had failed.
  
  CCD reviewed the inspection report and found vehicle has modifications:
  Tires on vehicle:33/12.50/20
  OEM Tires:275/55/20
  Lift Kit of 2 inches
  Reviewing inspection report also showed that bearings failed from wear and tear / time and mileage.Both modification and wear and tear / time and mileage are excluded from the contract. CCD claim adjuster notified customer and shop that claim is DENIED for Modification and Wear and Tear / Time and Mileage. *********************** claim will stay DENIED and contract will be flat cancelled because vehicle was not eligible for coverage.
  
  CCD is driven by excellent customer service, adjuster and supervisor did supply excellent customer service to **********************. CCD apologize for any inconvenience that this has caused.
  
  
  Thanks,
  Parm ******, Ph.D.
  
  

  Customer response

  05/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I have proof that the new wheels and tires on my truck are factory size and there is not a lift kit on my truck just replaced all the wore out parts and they must have seen the new bolts and parts truck is at stock height have a letter from dealership statyit was checked but can not send copy thru here.
  
  Sincerely,
  
  ***************************

  Business response

  05/23/2024

  Hello *************************,

  Reviewing inspection report also showed that bearings failed from wear and tear / time and mileage. Both modification and wear and tear / time and mileage are excluded from the contract. CCD claim adjuster notified customer and shop that claim is DENIED for Modification and Wear and Tear / Time and Mileage. *********************** claim will stay DENIED and contract will be flat cancelled because vehicle was not eligible for coverage.

  CCD is driven by excellent customer service, adjuster and supervisor did supply excellent customer service to **********************. CCD apologize for any inconvenience that this has caused.

  Thank you,

  Parm

  Customer response

  05/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I have meet all contract requirements.stok height and tire size on truck.they said policy requirements was 1 month and *************************************************************************************** the contract.
  Sincerely,
  
  ***************************

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