Complaints

This profile includes complaints for Endurance Warranty Services, L.L.C.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Endurance Warranty Services, L.L.C. has 14 locations, listed below.

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• 

  Endurance Warranty Services, L.L.C.

  400 Skokie Blvd Northbrook, IL 60062-2816

  
• 

  Endurance Automotive Services Department

  6400 Pinecrest Drive, Suite 400 Plano, TX 75024

• 

  Endurance Automotive Services Department

  15455 Dallas Pkwy STE 600 Addison, TX 75001-6760

• 

  Endurance Automotive Services Department

  6860 Dallas Pkwy Ste 200 Plano, TX 75024-4242

• 

  Endurance Automotive Services Department

  15455 Dallas Pkwy STE 600 Addison, TX 75001-6760

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/19/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Februrary 26, 2025 I signed up with Endurance Extended Coverage Program on my vehicle **** Q7 2011. During the month of April 2025 I had taken my car in for service and discover. That the timing chain needed to be replaced. I reached out to Endurance to file a claim C111892564 Contract #EVPU5217685, They requested that I forward documents of my oil changes the first set of documents I emailed. They came back indicating that I needed to resend because it was not clear enough for them to read it I resubmitted invoices. They came back requesting for dates of November and March forwarded invoices through email. They closed my claim saying that I did not forward the documents that were needed. I have kept up all necessary oil changes. On dealership oil changes I ended up paying twice due to another repair shop not completing the repair. Therefore I had to take the vehicle to the dealership to pay again for gasket covers and oil change twice. **** recommends that oil changes are every 12 months. But I have made sure that oil changes were made. as well as other maintenance on my vehicle since I have had it, I contacted them on May 9, ******************************************************************************************* I was told that they do not do that and it would be verbal only. I had to tow for my car to be taken to the dealership in which I ended up paying a ****** towing fee I was not aware of that they would pay for that because I never received the pamphlet through the mail. Which I just now received it I am asking for my full refund since the day I signed up and the two additional months that I have paid up on toward this account. If you are needing documents I can upload at your request due to the file being too large. 

  

  Business Response

  Date: 05/23/2025

  Upon receiving this complaint, an Endurance resolution specialist contacted the consumer to discuss the claim in detail. Endurance is actively working with the consumer toward a mutual resolution.

  Customer Answer

  Date: 06/01/2025

   
  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

  Date:05/17/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been an Endurance customer for a year. This is the first time I've needed to use the service for a repair and they are giving me the run around. I took my Chrysler Pacifica to their recommended mechanic. After the diagnostic, the mechanic told me that they were initially willing to pay for the Front Evaporator and weren't willing to pay for the Receiver Drier. After the mechanic informed them that the Drier had to be replaced as well, they said they'd send out an inspector within ***** hours. They also appear to no longer be willing to pay for either replacement part or the refrigerant used. It's been three days. It's gotten to the point to where when either the mechanic or I call, we are placed on hold and no one ever answers the call. I just want my car fixed. I've been paying for a year and I just want their service to do what they claim to promise.

  

  Business Response

  Date: 05/28/2025

  Thank you for bringing this to our attention. On May 6, a dealership called in a claim under the consumers contract. The shop stated the A/C condenser failed, and Endurance authorized the repair in the amount of $1661.91. On May 7, a different repair shop called in a claim because the front evaporator had failed. Endurance requested pictures to show where the evaporator is leaking from. Endurance is still waiting on pictures from the repair facility to show where the leak is coming from. We appreciate the opportunity to address the consumers concerns. 

  Regards,

  Endurance 

• Initial Complaint

  Date:05/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A pushy Endurance salesperson told me that the service contract I should buy would cover virtually any expense I incurred on my 2014 Mini ******. He failed to mention that 99 percent of all repairs on a car that old will be wear and tear, even though I found out later they sell policies that do cover wear and tear. After my first issue came up, I received an estimate from my mechanic of $5000. I had to repeatedly call for more than two weeks when I finally got a response from Endurance. They decided that the policy would cover virtually none of it, with the exception of one $900 repair they told me they would cover $350 of it, because that is what the mechanic should charge, even though I could not find a mechanic anywhere close to ******* that would do it for less than $900

  

  Business Response

  Date: 05/21/2025

  Upon receipt of this complaint, an Endurance manager contacted the consumer and resolved the matter. We appreciate the opportunity to address the consumer's concern.

  Regards,

  Endurance Resolutions

• Initial Complaint

  Date:05/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Avoid at all cost. Endurance sent me letters that sounded like I needed to call to extend my factory warranty. The salesman was very transparent about this and also transparent about the fact that they would be charging my card monthly. When I called to cancel today I was lectured for 15 minutes on why I should keep the coverage. I then find out that because Im not within 30 days I have to send a notarized form to complete cancelation. Company is very shady and elusive to what services you are receiving. Id like a full refund for 2 months at $165 a month, but I doubt that will happen. Ill call this stupidity on my part for not doing my research, but Id like to warn others before they get wrapped up like I did.

  

  Business Response

  Date: 05/21/2025

  After receiving this complaint, an Endurance Specialist contacted the consumer and resolved the situation. We appreciate you bringing this matter to our attention. 
  
  Best regards,

  Endurance
  
  

  
  

• Initial Complaint

  Date:05/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 15, 2025, my wife and I spoke with a representative from Endurance Warranty about a claim for covered repairs that was submitted on May 14th because the claim was denied. We were told that the parts that needed to be repaired were covered, but fluid leaks caused the need for the repair, so the claim had to be denied. They basically came up with a loophole so that they would not have to honor the warranty. When we escalated this issue to another representative, ******, he told us that the mileage that was recorded on the policy was higher than the mileage reported by our repair shop, and that the policy needed to be rewritten because of that. This clerical error appears to be just another way to deny our claim. In addition, he constantly talked over us and made us feel like our concerns were not valid. When we tried to get him to listen further, he continued to talk over us and refused to hear us out. His behavior was extremely rude. At this point, we'd like the money that we've paid into the warranty to be refunded because we feel that if this company is only going to find a way to deny claims on covered parts, then the warranty is worthless. We have a second vehicle signed up for a warranty, but since we've lost confidence in Endurance, we'd like a refund of what we've paid for that policy as well. The payments on both policies total $846.66. We've paid $314.22 for the first policy, which is on a 2012 ****** Altima, and we've paid $532.44 on the second policy, which is on a 2013 ******* ******, and we will begin the process of cancelling both policies immediately due to the misrepresentation of what we were getting, coupled with the mistreatment that we experienced by Endurance's representative.

  

  Business Response

  Date: 05/23/2025

  Upon receiving this complaint, an Endurance Senior Resolution Specialist promptly attempted to contact the consumer to address their concerns. We encourage the customer to reach out to ****** at ************** to further discuss their account.

  
  Kind Regards,
  Endurance

• Initial Complaint

  Date:05/15/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I feel I am being harassed by Endurance Warranty Services. Ive call 3 times to gave my name, number and address removed from their contact. Ive been texted, emailed and I received regular mail many times. The last time I called they asked me to give them more information for services. I never requested any services from them for anything. Im tired of being harassed.

  

  Business Response

  Date: 05/16/2025

  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/Email advertisements caused Ms. **** 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 email or 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 Answer

  Date: 05/16/2025

   
  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,
  
  ****** ***

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23334572
  
  I am rejecting this response because: This complaint was finalized the middle of May. Since then I have received a minimum of 35 more emails. I have blocked and unsubscribed. This was not supposed to be the outcome. Please correct. Thank you.
  
  Sincerely,
  
  ****** ***

  

  Business Response

  Date: 06/05/2025

  Thank you for reaching out. In order to assist you further and investigate the matter thoroughly, could you kindly provide pictures of the emails in question?
  Please note that Endurance has already removed the consumer from our "Do Not Mail" database. Once we receive the screenshots, we will be able to continue our review and ensure the issue is fully resolved.

  Customer Answer

  Date: 06/05/2025

  see attachment

   
  

• Initial Complaint

  Date:05/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vehicle had been in ***** ***** *** since april of 2024, i did get it back but an error light shown , I took it back and they said the vehicle needs a new engine but required the garage to do a tear down for $3500 of which I may need to pay out of pocket . I did get my car back , sent to *** pittsburgh and they said as well my vehicle needs a new engine . I purchased endurance warranty to help me with any break downs and repairs and 2 garages said it needs a new engine ! I have not had my car for almost a year. Please fix my. car !

  

  Business Response

  Date: 05/22/2025

  Upon receiving this complaint, an Endurance resolution specialist contacted the consumer to discuss the claim in detail. Endurance is actively working with the consumer toward a mutual resolution.

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  If I could rate less than 1 I absolutely would! Im so lucky my friend is an attorney that will support me on this NIGHTMARE! I signed up with Endurance because I fell for all of the good reviews I read on here. TODAY I CANCELLED. But PLEASE take note. My transmission claim was denied due to the fact I had new aftermarket tires. First of all, *** does that have to do with the transmission!? They said it shouldve been mentioned in the sign up call because its in the script. Well I tell you it wasnt and if it was, WHY on earth would I deny that??? Doesnt make sense. I pleaded for the recording but conveniently they cant produce. I will be contacting the BBB on these crooks. Truly should be ashamed of themselves working for a company that practices such bad business and taking advantage of hard working people. After SEVERAL phone calls (including 4 as in just as many days) they finally tell me they could loan me the $$ to fix my transmission. So Id pay back the $$ to fix ON TOP OF MONTHLY INSTALLMENT for the ELITE option for TWO DIFFERENT VEHICLES. This has been the absolute worse business experience EVER. It may sound like Im on a crusade now, because I AM! Along with the BBB I will be warning anyone who will listen. STAY AWAY FROM THESE PEOPLE. They will s**** you as soon as they get the chance. My family member warned me but I didnt listen, thinking it couldnt be that bad. Well here I am. Took a chance and feel for the good reviews. Im here to tell you WATCH OUT for these guys. Good luck!

  

  Business Response

  Date: 05/22/2025

  A representative from ************************** submitted a claim under ******************** Plus contract, reporting a transmission failure. Endurance requested maintenance records in accordance with Section IV (B) of the contract and assigned an independent inspector to evaluate the reported issues, as outlined in Section V (5). The inspection report indicated that the contract holder's vehicle was equipped with oversized tires.
  
  It's important to note that a series of qualifying questions are asked at the time of sale to ensure the vehicle receives the appropriate coverage.
  
  As a result, the claim was denied per Section VIII (Q) because the mandatory surcharge was not collected at the time of sale. A Senior Specialist contacted the contract holder to address his concerns. Endurance proposed resolution options, but the consumer declined them. The contract was subsequently canceled. For further assistance, Mr. ******* may contact Specialist Chenique at ************.

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23330549
  
  I am rejecting this response because:  these people continues to be unethical and follows very poor business practices.  I was NEVER GIVEN AN OPTION FOR A SURCHARGE DUE TO OVERSIZED TIRES.  I asked a copy of the recording and of course it was against policy to provide.  I never denied I had new tires!  In fact, I told the representative I DID purchase new tires but wouldnt consider them over sized.  It doesnt make sense for me to deny that fact.  And as Ive told Endurance, I wouldve never kept this information from them and would have NO PROBLEM PAYING A SURCHARGE if that wouldve been presented to me.  
  
  In regards to them presenting options.  I dont consider them providing me a LOAN to pay for the repair a valid nor fair option.   I ended up canceling BOTH policies with them and they offered to repay what Ive paid to date for ONE vehicle.  This is absurd!!  And the more Im talking to everyone about this the more I uncover that this is standard practice by Endurance.  Ive looked into other service providers and they have showed me factual evidence of the amount of customers leave ********************** for the same reason as Im experience.  My attorney has even uncovered more law suites against these people!  THEY SIMPLY SHOULDNT BE IN BUSINESS TO CONTINUE RIPPING INNOCENT HARD WORKING PEOPLE OFF!!  
  

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

  

  Business Response

  Date: 05/27/2025

  Endurance asks qualifying questions at the time of sale to ensure vehicles are provided suitable coverage. A Senior Specialist contacted Mr. ******* to address his concerns, the contract was cancelled at the consumer's request. For further assistance, Mr. ******* may contact Specialist Chenique at ************.

• Initial Complaint

  Date:05/14/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 5, 2025, my 2017 ***** Civic SIs A/C stopped blowing cold air. I located an Endurance-approved shop and dropped my car off for diagnostics at 8:00 AM on May 6. The shop confirmed a condenser leak (which Endurance agreed to cover) and a failed original compressor (which Endurance denied, alleging negligence due to low refrigerant).Immediately on May 6, I called Endurance (~3 PM) and requested an automated callbacknone was received. That afternoon I emailed ****************************************** per the contracts Pre-Litigation Reconsideration clause. On May 7, I followed up with a second email highlighting that the compressor is the original eight-year-old unit (industry lifespan 812 years). Later that day I spoke to an Endurance representative who reiterated the denial and refused to provide any written ********* of todaywell beyond the 48 business hours theyre contractually required to respondEndurance has made no effort to contact me by phone, email, or mail regarding my reconsideration requests. I have complied fully with all policy requirements, promptly reported the failure, and used an approved facility. Yet Endurance still refuses to honor coverage for the seized compressor.Desired Resolution:1.A written response from Endurance explaining their denial and citing the specific policy exclusion.2.Authorization for full coverage of the A/C compressor replacement under Contract EVPU87872503.Thank you for your assistance in resolving this dispute.

  

  Business Response

  Date: 05/16/2025

  On 10/16/24, the consumer purchased an Endurance Supreme vehicle service contract with a starting mileage of ****** miles.
  
  On 5/6/25, Auto Medics of St. ***** contacted Endurance to file a claim for repairs, reporting the current mileage as ****** miles. The repair facility reported that the vehicle was driven in and when they checked the freon level, it measured only 0.23 kilograms, while the expected amount was ***** kilograms. Additionally, the shop discovered a leak in the condenser. The compressor was denied in accordance with the Exclusions section (Section VIII), which states that coverage is not provided for:
  
  N.  For a Breakdown of an Eligible Component caused by Your failure to perform reasonable repairs recommended by the dealer, Licensed Repair Facility, or Administrator. For any damage caused by failure to protect Your Vehicle from further damage when a Breakdown has occurred or failure to have Your Vehicle towed to the service facility when continued operation may result in further damage. Continued operation includes Your failure to observe warning lights, gauges, or any other signs of overheating or component failure, such as fluid leakage, slipping, knocking, or smoking, and not protecting Your Vehicle by continuing to drive creating damage beyond the initial failure. 
  
  Since the condenser failed in an eligible matter, Endurance authorized $674.47. After receiving the complaint, a Senior Resolution Specialist from Endurance reached out to the consumer to address their concerns. The consumer was informed that if additional diagnostic information could be provided, Endurance would be willing to further review the claim.
  
  Kind Regards,
  Endurance

  Customer Answer

  Date: 05/17/2025

   
  Complaint: 23328095
  
  I am rejecting this response because:

  Endurances denial rests on Section VIII(N), which excludes coverage if the vehicle is knowingly operated after a failure occurs. That exclusion simply does not apply here. There were no visible or audible signs of A/C failure or refrigerant loss. The system still had pressure, and I scheduled repair immediately upon noticing warm air. The shop confirmed internal compressor failure even after the system was charged to the correct level. Towing a vehicle when AC does not blow cold is unreasonable. 
  This claim involves two covered components: a failed condenser (which Endurance acknowledges and approved) and a compressor. The contract does not exclude one covered part failing because another covered part failed. The denial is therefore both contractually unsupported and procedurally unjustified.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 05/22/2025

  After Endurance conducted a thorough review, it was found that the claim had been adjudicated correctly in accordance with the contract. We kindly request the consumer contact ****** at ************ for further discussions regarding their concern.

   

  Best Regards,

  Endurance

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23328095
  
  I am rejecting this response because:

  I appreciate Endurances latest response, which finally constitutes a formal denial of my claimthough it comes more than two weeks after my original reconsideration request, well outside the 48-business-hour response window required under the contract.
  The company continues to stand by its denial despite:
  The failure involving two covered components (condenser and compressor),
  No contractual obligation to tow or perform further diagnostics,
  Immediate shutoff of the A/C and presence of an active low-pressure switch to prevent compressor engagement, and
  No maintenance failure or neglect on my part.
  I will contact the representative as requested, but I am also preserving all rights to pursue this matter through state regulatory bodies, arbitration under the contract, and class-action litigation. I am still seeking full reimbursement for the $1,421.81 out-of-pocket repair.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Failure of Endurance to rectify the pending claim for my disabled vehicle.

  

  Business Response

  Date: 05/21/2025

  Upon receiving this complaint, an Endurance Senior Resolution Specialist attempted to contact the consumer to address their concerns via phone and email. We encourage the customer to reach out to ****** at ************** to further discuss the matter.
  
  Kind Regards,
  Endurance

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23326147
  
  I am rejecting this response because:
  Hello,
  
  I attempted to contact Endurance, but Northeast Wisconsin was hit with a massive Cell phone outage - no one could communicate (See CELLCOM articles). No calls in - no calls out, businesses could not be contacted, everything came to a halt.
  
  I want to have this case reopened - how do I do that.
  
  Endurance says they have a dedicated support team - but when I asked who is my team - they say EVERYONE at Endurance.
  
  My vehicle has been disabled since 19 April 2025, over 9000 miles from my home and Endurance is DRAGGING their feet.
  
  I need assistance PLEASE !
  
  **** *****
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 06/04/2025

  After receiving this complaint, an Endurance Specialist contacted the consumer. Endurance and the consumer are currently working towards a mutually beneficial resolution.
  
  Kind Regards, 
  Endurance