Business Profile

Auto Warranty Services

Endurance Warranty Services, L.L.C.

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

Customer Complaints Summary

3,475 total complaints in the last 3 years.
1,191 complaints closed in the last 12 months.

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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:05/05/2025
Type:Sales and Advertising 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 was denied a transmission claim because the tires were one size too small the rims are original, the car has over 100k miles and I only have the car for 5 months, I never recieve a contract just the info on what was covered ,sales man lie on many things, after my claim was denied they cancel my policy and sent me an email requesting my car info and current miles. Horrible costumer service.and inspectors are not even mechanics.
Business Response
Date: 05/13/2025
Upon receiving this complaint, an Endurance Resolutions Specialist contacted the consumer to address their concerns. Endurance and the consumer are actively working toward a mutually beneficial resolution.
Initial Complaint
Date:05/05/2025
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 car broke down and it was initially determined to be an alternator problem. We took it to a repair shop, and they repaired it and then it started having problems. We took it back to the repair shop and it was believed it was an engine problem. We had the repair shop (************************************************************************) call Endurance Dealer Services to repair it. After 8 months of haggling, Endurance called and said they'd authorize the repair. The very next day, they called back saying they wouldn't repair it because it was driven to the repair shop rather than being towed. We checked the contract, and nowhere does it say it has to be driven to a repair shop (the truck was drivable). We have contacted Endurance via multiple emails and even asked for arbitration, but they refuse to respond.
Business Response
Date: 05/14/2025
On 9/18/2024,Beldens Automotive contacted Endurance to file a claim for repairs under the consumers vehicle service contract. The repair facility stated that the vehicle was driven in with a rough idle and an illuminated check engine light.The repair facility reported multiple diagnostic trouble codes, rattling noise from the timing chain, and scoring on the camshafts. As a result, they recommended replacing the engine.
Endurance dispatched an independent, third-party inspector to confirm the repair facilitys findings. The inspection report verified multiple diagnostic trouble codes and scoring to the intake and exhaust camshafts and caps consistent with metal debris circulating throughout the engine. Endurance requested that the repair facility obtain authorization from the consumer for further diagnostics to determine the initial cause of failure and the source of the metal debris.
On 3/19/2025, after multiple attempts to obtain the requested further diagnosis from the repair facility, they stated that after teardown, the passenger side timing chain tensioner was extended by three clicks and seven on the driver side. To expedite the claims process, Endurance asked the repair facility to provide a digital inspection. The inspection report confirmed that the timing chain tensioners were extended by three teeth on the passenger and seven on the driver's side. This is consistent with the timing chain being stretched beyond manufacturer specifications, causing excessive metal shavings to circulate throughout the engine causing subsequent damage to the camshafts. Based on these findings, Endurance will authorize the initial cause of failure, which is the timing chain and tensioners. The engine was excluded due to the failure being caused by the continued operation of the failed timing chain per Section IX(P), which states that coverage is not provided:
P. For a Breakdown of a covered component/part caused by Your refusal to perform reasonable repairs recommended by the dealer, Repair Facility, or Administrator. 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 but is not limited to Your failure to observe warning lights, gauges, or any other signs of overheating or component failure, fluid leakage, slipping, knocking, or smoking, and not protecting Your Vehicle by continuing to drive creating damage beyond the initial failure.
Upon receipt of this complaint, a manager from Endurance contacted the consumer to explain the claim details. Endurance is awaiting an estimate from the repair facility for the timing chain and tensioners to authorize coverage for the initial cause of failure. We appreciate the opportunity to address this concern.
Best Regards,
Endurance
Initial Complaint
Date:05/05/2025
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.
I purchased a car from ***************. Have always taken the car to get oil changes. The only way I knew I was low on oil was by the way it drove There was never a light to let me know I was low.The car is a ******************************************************************* end of 2023. I decided to obtain Endurance for extra protection on car because of the age of the car for I am no mechanic. I took the car to ***************. they told me I had piston problem and timing change and said I needed a rebuilt motor. I told them I was ensured with Endurance. ** ***** called me and said they came out and said that they wouldnt honor the claim because it was an oil consumption test done on it before I purchased warranty. I got the warranty 12/3/24 according to their records. Contract number EVPU87927871. My Vin No. 2GNALDEKOD6143323. 2013 ***** Equinox. I told them that if they dont honor they could send my money back they said they would pro rate. All I want is my car fixed.
Business Response
Date: 05/12/2025
Thank you for bringing this matter to our attention. A Senior Resolutions Specialist has contacted the consumer and addressed their concerns. We appreciate the opportunity to resolve this matter.
Customer Answer
Date: 05/14/2025
Complaint: 23287644

I am rejecting this response because: Although I was not satisfied with the outcome, They had sent for another signature to refund my money in full, which is supposed to be mailed. However, I received an email charging me 200+ dollars when I told them at first, when they denied the claim, that I no longer wanted their service.

Sincerely,

******* *******
Business Response
Date: 05/19/2025
A Senior Specialist contacted the consumer to address the matter. After reviewing the details, Endurance is confident that the claim was handled in accordance with the terms of the contract. The contract has been canceled at the consumer's request, and a refund was issued on May 15th. For any further assistance, Ms. ******* may contact Specialist ********.

Customer Answer
Date: 05/21/2025

Complaint: 23287644

I am rejecting this response because:

Sincerely,

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

They sent a check for 600 and some odd dollars Which I told her my signature was null and void when they sent an email for 200 plus dollars saying they charge me through May 2025 I am not happy because I had insurance at the time of getting repairs which is the only satisfaction I can be satisfied with
Initial Complaint
Date:05/03/2025
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.
had a warranty with Endurance, vehicle required maintenance as it was displaying issues. Took to two different shops and was denied twice as an inspector came out to state that vehicle wasn't having issues as i (the customer) stated. Paper work from both shops (paperwork recieved) show that my transmission was indeed slipping. Myself trusting the warranty would not have me dig into my savings which i did. Trying to avoid getting a lawyer but i paid out of pocket over $6,000. I would even settle for half of what i paid. Receipt provided below and other documents can be sent if needed
Business Response
Date: 05/12/2025
The benefits of the vehicle service contract become available once the waiting period has been completed. To file a breakdown claim, contract holders must follow the steps outlined in Section V of the vehicle service contract.

During the coverage period, two claims were submitted regarding issues with the transmission. However, the repair facilities could not replicate the reported issues and were advised to follow up with the claims department to proceed with the claims once they could confirm the reported concerns.

Upon receiving the complaint, a Senior Resolution Specialist contacted the contract holder to address her concerns. After learning about the completed repairs, the consumer was informed that she was ineligible for benefits due to the incomplete claim processing. Endurance proposed available resolution options, which she declined. The contract was then canceled at the consumer's request. For further assistance, Ms. ***** *** contact Senior Specialist Chenique at ************.
Customer Answer
Date: 05/12/2025

Complaint: 23282652

I am rejecting this response because:

Sincerely,

Ronyea Paris

I was eligible or else I wouldnt have purchased contract!! I will be pursuing with small claims as this is unacceptable
Business Response
Date: 05/16/2025
As previously mentioned, both repair facilities were unable to replicate the reported failures. The initial claim was denied based on Section VIII.(D), which states that the contract does not provide coverage:
D. [...] For any repair that has been misdiagnosed by the Licensed Repair Facility, or any failure that cannot be verified as accurate or is found to be inaccurate.
The repair facility was instructed to follow up with the claims department once the failures could be replicated in order to proceed with the claims process.
Furthermore, Endurance learned that the repairs were completed prior to obtaining authorization from the administrator. The contract does not cover any repairs or replacements made without prior authorization, as stated in Section VIII.(H).
After reviewing the details of the complaint, Endurance is confident that the claim was handled in accordance with the terms of the contract. For any further assistance, Ms. ***** *** contact Senior Specialist Chenique.

Best Regards,
Endurance
Customer Answer
Date: 05/22/2025

Complaint: 23282652

I am rejecting this response because:

Sincerely,

Ronyea Paris
Initial Complaint
Date:05/02/2025
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 April 6 2025 I took my 2018 Taurus in for water pump issues. The mechanic also found issues with the timing chain as pump is chain driven. Endurance agreed to replace water pump but, has given many reason not to replace timing chain. I have had multiple calls and emails to Endurance with no resolution on April 13th I filed for a reconsideration which per contract takes 1-2 days. It is now May 2 2025 and despite numerous promises for a manager to call back, NO CALL or EMAILS. Claims will not let you talk to a supervisor told there is no ability to transfer calls. Today May 2 I asked for legal department to request alternative depute resolution per contract. I was then put on hold for 57 minutes then disconnected. I will keep trying. Next step is lawyer,
Business Response
Date: 05/13/2025
On April 1, a claim was filed under the consumers contract.The shop stated the vehicle was driven in with a concern of a coolant leak. The shop requested that the water pump be replaced. Endurance authorized the replacement of the water pump in the amount of $1,464.88. The shop called back because they found one of the timing chain guides was worn and cracked, and the timing chain was loose while the water pump was being replaced. Endurance dispatched an inspector to verify the failures. The inspection report verified there was a broken guide, but the timing chain was tight and working as designed. A manager from Endurance has reached out to the consumer to offer assistance with the timing guide. We are requesting the consumer to contact manager ***** at ************.We appreciate the opportunity to address the consumers concerns.
Warm regards,
Endurance
Customer Answer
Date: 05/27/2025

Complaint: 23280453

I am rejecting this response because:
I have been trying to contact ***** for 2 weeks with no luck. I call get promised a return call, it never comes. This company plays the long game, they hope you give up before they do.

Sincerely,

***** ******
Business Response
Date: 05/27/2025
Endurance and the consumer have reached a mutually beneficial resolution. We appreciate the opportunity to assist the consumer.
Warm regards,
Endurance
Initial Complaint
Date:05/02/2025
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.
Purchase a 3rd party car warranty from endurance in Jan /2025 then my car broke down took to shop on April 26th 2025 on 5/1/25 dealership submitted claim to endurance warranty and they flat out denied the claim and not fix not one repair on my car then the acct manager ******* ***** Got on the phone saying let him try to fix the issues so we dont leave the company but to get let down and by him having my boyfriend apply to a car funding to get money to air the car and then wanted to add $400 from endurance toward the funding which only approve 1250 thats it then I tried reaching out to the account manager never responded to my emails which was 6 emails 5/2/25 that was left not answer my calls this company is a fraud and I requested today 5/2/25 for my full $618 back and I received a cancellation letter today from customer ********************** to get my refund back but to be told they charged a cancellation fee well I want bbb to step in to get my FULL REFUND they didnt do NOTHING FOR MY CAR SO WHY TRY TO TAKE ANY OF MY MONEY THANK
Business Response
Date: 05/06/2025
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:05/02/2025
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.
I continue to receive text messages from this business. I have reported the text as junk and I continue to receive unwanted text messages.
Business Response
Date: 05/02/2025
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 piece caused Ms. ******* and as a result of the consumer's complaint, our company placed the consumer on our internal "Do Not Mail" and "Do Not Call" 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
Date:05/02/2025
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.
4/1/2025 a service advisor tried to put in a claim with the warranty company for the vehicle I purchased a couple months ago that went through state inspection and passed without any issues to vehicle, we purchased a warranty to avoid any issues that could possibly come due to mileage but they said no worries it will be covered I will just have to pay the premium and have a wait period and no issues to be carried along which was no problem like I said vehicle was just purchased and state inspected. I had my vehicle checked out a couple days prior to buying the warranty because I had an engine light that came on for a flex fuel sensor and they offered free engine light checks which I did. I purchased the part and had a shop install it and did not have the issue anymore. I have had the policy a bit over 3 months and over 2500+ miles additional and I started to have a slip in my trans and the shop made a claim and they asked me about showing a document of invoice about my truck being at another car care prior to my policy starting like why would that matter but anywho I sent it over and now cant get a response. The adjuster supposedly was talking trash to the current shop about it and relayed the message to me. Claimed he talked to someone and said something and no one talked to me. The *** I talked with didnt even respond back when I sent over the document and I been in this process over 3 days and this is the reason anyone buys the warranty is because they wouldnt have to worry about issues later occurring to be covered during their time with the vehicle. Disappointing part is I had a vehicle with them prior and never had this issue which was contract EVPU6237093 and now have a policy EVPU88029545. When I had to cancel my old policy they wanted me to transfer but they wouldnt cover our new vehicle we bought because it was a exotic vehicle, we finally come back because we bought a regular vehicle again to use as a daily and now their not holding their end up
Business Response
Date: 05/09/2025
Thank you for bringing this to our attention. On February 26, 2025, the consumer contacted Endurance and purchased the Secure Plus vehicle service contract. On April 30, a claim was filed under the contract for a transmission repair. Endurance acquired a vehicle history report indicating the vehicle was at a repair facility on February 26. Endurance did request a copy of the repair order from the consumer, and the consumer attached it to this complaint. The repair order doesnt have the correct phone number for the repair facility to verify their findings, so Endurance looked up the phone number. Upon contacting that shop, they confirmed they diagnosed the consumer's vehicle with a transmission issue. Since the failure was present the same day the contract was purchased, the claim was excluded for a pre-existing failure,since it pre-dated the purchase of the contract.
Best regards,
Endurance
Initial Complaint
Date:05/01/2025
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.
**BBB Review for Endurance Warranty Services**Ive had an Endurance aftermarket warranty on my 2012 Dodge Ram 2500 for several years and recently filed a claim. To my shock, it was denied. Despite providing paperwork dating back to 2018documenting every oil change and all maintenance performed, whether done professionally or by myselfthey denied my claim. Their reasoning? One of the Grease Monkey locations I used for an oil change years ago supposedly used a "discounted oil." That single instance was enough for them to deny my claim.This is absolutely unacceptable. After reading countless complaints about this company, its clear Im not alone in this experience. Endurance has a pattern of finding any excuse to deny claims, no matter how minor or irrelevant. Now, my truck is in the shop, and I cant even afford to get it out because it required a 9-hour teardown just for a diagnosissomething Endurance insisted on.This is not how you treat long-term, loyal customers. I either want my truck fixed as promised or a full refund of the money Ive paid into this warranty. Avoid Endurance at all costs. They will take your money but refuse to honor their end of the agreement when it matters most.
Business Response
Date: 05/09/2025
Upon receipt of this complaint, an Endurance manager contacted the consumer to discuss the matter directly. Following that conversation, the consumer provided additional documentation. Upon review, the claim was authorized in accordance with the terms of the contract, up to the applicable limit of liability.
We appreciate the opportunity to address the consumers concern.
Regards,
Endurance Resolutions
Customer Answer
Date: 05/12/2025

Complaint: 23275809

I am rejecting this response because:
They cleared the oil problem took off the denial because of that but still have not called dodge to ok them to fix my truck so wrong how they are treating me 3 weeks now with no ride
They finally agreed to pay only ******* to ****** dodge not near enuff to repair my engine and ac but I'm gonna have to go with after market parts to get it fixed so I'd still appreciate ya if ya will make them refund every dime I've paid endurance for my warranty I had it twice over last couple years 1st payments I made were approx $142.00 month and 2nd payments were approx $162.00 month patiently awaiting your response ** ****** *** ************
Sincerely,

****** ***
Business Response
Date: 05/16/2025
The contract purchased by the consumer, the Advantage Prime, includes a Limit of Liability that defines how much can be paid out over the life of the coverage. Under the Advantage Prime, the total payout for all claims combined cannot exceed the lesser of $10,000 or the **** Average Trade-In value of the vehicle at the time of the repair.
In this case, the consumers claim was authorized up to the **** Average Trade-In value at the time of the repair.
We appreciate the opportunity to clarify the details of the consumers claim.
Regards,
Endurance Resolutions
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,

****** ***
Initial Complaint
Date:04/30/2025
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.
Denies claims for car repairs that are supposed to be covered. Denied 2 claims so far.
Business Response
Date: 05/09/2025
As part of the claims process, the consumer was asked to provide maintenance documentation to verify that the vehicles maintenance requirements had been met. Per the terms of the contract, acceptable documentation must be a computer-generated invoice from a licensed repair facility, printed on letterhead, and include the customers name, vehicle details, VIN, date of service, and mileage. Handwritten documents or receipts are not considered verifiable under the contract.
The initial document submitted did not meet these criteria. However, a manager has since spoken with the consumer, and additional information has been provided. That information is currently under review.
We appreciate the opportunity to address the consumers concerns and will follow up once the review is complete.
Regards,
Endurance Resolutions

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Endurance Warranty Services, L.L.C. is BBB Accredited.