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 Pine Crest Dr Ste 400 Plano, TX 75024-2959

• 

  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

• 

  Endurance Warranty Services, L.L.C.

  400 Skokie Blvd Northbrook, IL 60062-2816

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: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.

  I have an active contract with endurance warranty the elite package. A client was submitted on an issue I was having with my 2017 ************ Endurance referred me to the certified mechanic. I took it to him. He performed everything that endurance. Also, I gave him all the paperwork they asked for any service work that was done. Everything was OK. The mechanic pointed out the cause of failure of the issue of my 2017 Tahoe, the first time the mechanic pointed the failure they said he needed to tear the whole transmission down, which he did that, and he still pointed out the same thing that he showed him prior before tearing down the transmission, which was the pump. Which is the cause and failure of my issue. I was denied by endurance because I was too close to my warranty. By over 99 miles the contract state 30 days and or 1000 miles before any claim can be submitted I asked endurance on several occasions to send me in writing why I would deny and point out in clause in the contract that state this. On each time I talk to them they hung up on me so I never got information that I need and my truck is still sitting at-the referred mechanic broke down undrivable I drove my truck there now. My truck is undrivable. I want endurance to honor a contract. Get my vehicle fixed. Get me in a Rent-A-car. 

  

  Business Response

  Date: 05/07/2025

  Ms. ****** purchased Endurance's Select Premier contract, a stated-component contract that lists all eligible components in the coverage schedule, along with the exclusions that apply. At the time of purchase, the consumer reported that the vehicle had ******* miles. It is important to note that any failures that occur or begin prior to the expiration of the waiting period are not eligible for coverage under this contract.
  
  A representative from Automotive Central reported that the vehicle was brought in at ******* miles due to a transmission concern. During the claims process, Endurance verified a failure of the torque converter, which subsequently damaged the transmission. However, the claim was denied based on Section VIII.(Q) of the contract, which states that the contract does not provide coverage:
  
  Q. For any Pre-Existing condition, for any Breakdown that occurs, or begins to occur, prior to the expiration of the
  Waiting Period or reported after the Expiration Date or Mileage[]
  
  A Senior Specialist contacted the contract holder to address her concerns. Unfortunately, the call was disconnected before any resolutions could be discussed. For further assistance, Ms. ****** may contact Specialist ******** at ************.

  Customer Answer

  Date: 05/15/2025

  Complaint: 23267991
  
  I am rejecting this response because: I have read the answer from Endurance: they ended the call before anything was resolved; I asked for all of this in writing, and they refused over and over. I am still feeling they should honor this contract; failures happen, and I meant all terms of the contract, and they should also. When I drove my vehicle to their certified mechanic, I drove it there grinding noise and slipping noise. Now my vehicle can not be driven at all. Give me my vehicle back running. I want Endurance to honor this contract, and if they want to cancel me after, so be it, because I do pay my monthly bill with them every month.
  
  Sincerely,
  
  ****** Bailey 

  

  Business Response

  Date: 05/20/2025

  The benefits of the vehicle service contract are available during the coverage, once the waiting period is satisfied. Please note that the contract does not provide coverage any breakdown that occurs or began to occur before the expiration of the waiting period.
  
  A Senior Specialist contacted the contract holder to address her concerns and the resolution options available, which the consumer declined. For further assistance the Ms. ****** may contact Specialist Chenique at ************.

• Initial Complaint

  Date:04/30/2025

  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 paid for a bumper-to-bumper extended warranty for my 2018 ******* Santa Fe Sport bearing Vehicle Identification Number *****************. I had made approximately 5 monthly payments to Endurance for the extended warranty. In January of this year, 2025, my vehicle broke down and was towed to **** Case *******, ****************, Ph: ************. There I was informed that my vehicle needed a new motor, which only has ****** miles, and Endurance is refusing to pay for the repair. I have had to rent a couple of vehicles from Enterprise Leasing, ********************************************. Ph: ************. This has cost me $1,836.25 along with the $323.68 **** Case charged as a diagnostic fee to inform me the engine was blown. I am 82 years old, living on a fixed income, and bought the extended warranty from Endurance due to their salesperson telling me it covered major repairs. This has turned into a financial nightmare for me, and I would like to get my vehicle fixed as soon as possible. If Endurance is not willing to repair my vehicle, then they can reimburse me for the $2,159.99 I paid for the rentals and diagnostic fee. Even after I cancelled Endurance service on Feb 12, 2025, they still took out another payment from my account. On March 5, 2025, I called to check on the cancellation and was told that it was pending and that I needed to send a signed and notarized cancellation form. When I spoke to different salespersons at Endurance, I received different answers each time. I don't understand how this company is allowed to get away with this. I have since read the many terrible reviews online and wonder how they are still operating.

  

  Business Response

  Date: 05/08/2025

  Upon receipt of this complaint, Endurance's Customer ********************** Manager attempted to contact the consumer to address their concerns. At this time, we are requesting that the consumer reach out to Manager ***** at ************.
  
  Warm regards,

  Endurance

  Customer Answer

  Date: 05/21/2025

  Complaint: 23266782
  
  I am rejecting this response because: Endurance has yet to contact me to rectify the issue of repairing my vehicle. I would like assistance getting Endurance to honor the warranty I paid for. This has become a nightmare for me financially, and I "NEED" my vehicle repaired. Thank you for your time. Mr. ****** ********** Ph: ************ Cell/Home
  
  Sincerely,
  
  Mr. ****** **********

  

  Business Response

  Date: 05/27/2025

  Endurance has continued to try and contact the consumer with no luck. We are requested the consumer to contact manager ***** at ************. 

  Thank you,

  Endurance 

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23266782
  
  I am rejecting this response because: To whom it may concern, I have been in touch with Endurance and still have not been able to reach an amicable solution. I would like them to honor the warranty I paid for. It seems they are using every excuse that they can think of to keep from fixing my vehicle. I "NEED" my vehicle, which is still at the ******* dealership, repaired! ***However, if Endurance can refund all I paid into the warranty and my rental car fees, I would be willing to accept this as closure. My delay in responding was due to my home internet being offline for several days. Thank you for your time. 
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:04/29/2025

  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 have previously requested for Endurance Warranty to cease its marketing and solicitation attempts to my phone, email and via postal mail. I continue to receive solicitations. I want Endurance Warranty to immediately stop sending me solicitstions in the mail, to my phone and to my email address. I never requested this material or contact.

  

  Business Response

  Date: 04/30/2025

  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" database to ensure that they do not receive any future direct mail advertisements from our company. Please allow up to 10 business days to process this request. The consumer may still receive additional mail pieces sent during the processing time.

  
  

  Customer Answer

  Date: 04/30/2025

   
  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:04/29/2025

  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.

  On 08/16/2024, I purchased a used 2021 ****** Camry along with an extended warranty administered by Endurance Dealer Services LLC (**********, **). On March 29, 2025, due to engine noise, I brought the vehicle to a ****** dealership, which contacted the warranty company and coordinated diagnostics. I was later informed the warranty company required the engine to be disassembled due to metal shards found inside. I authorized this at a cost of approximately $1,600.An adjuster then denied the claim, citing the engine oil was 700 miles past the manufacturers recommended oil change interval. However, the car uses full synthetic oil, and exceeding the oil change interval by a small margin should not result in engine failure. This appears to be an excuse to avoid honoring the warranty. The service department at ****** states that the oil is not the cause of the engine failure.I only received the first page of the 15-page contract from the dealership, leaving me unaware of the full terms. Im simply asking that the warranty company honor its commitment. This vehicle is essential for my deaf daughters transportation to work, and I want to avoid litigation or arbitrationjust asking for whats fair. Please fix our vehicle.

  

  Business Response

  Date: 05/07/2025

  After receiving this complaint, an Endurance Senior Resolution Specialist made an attempt to reach the consumer in order to discuss their concerns but was unsuccessful. We kindly request that the consumer contact ****** at ************ for further discussions regarding their concern.'

  Kind Regards,

  Endurance

  Customer Answer

  Date: 05/20/2025

  Complaint: 23266108
  
  I am rejecting this response because: This complaint has not been resolved. I have submitted paperwork to the warranty company and requested documentation from them. At this point they have gone silent and not responded to me.
  
  Sincerely,
  
  *********** ******

  

  Business Response

  Date: 05/22/2025

  After receiving this complaint, Endurance is conducting a thorough review. We encourage the customer to contact ****** at ************** to discuss the matter further.
  

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23266108
  
  I am rejecting this response because: I am still waiting for a decision from the warranty company 
  
  Sincerely,
  
  *********** ******

• Initial Complaint

  Date:04/29/2025

  Type:Customer Service 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.

  Entered by BBB staff At. The consumer went into a contract with the business on October 3, 2024 for coverage on his vehicle. In April of 2025, the consumer filed a claim with the business. The business denied the claim because the consumer only had written receipts to show proof of maintenance/oil changes. The business states their contract requires that only electronic receipts are acceptable. The consumer states that he agreed to the contract over the phone and this was not mentioned to him; then the contract was sent to him via email. The consumer feels that the business was deceitful by not verbally making him aware of their policy regarding receipts. The consumer wants the business to cover the claim.

  

  Business Response

  Date: 05/07/2025

  After receiving this complaint, an Endurance Senior Resolution Specialist made an attempt to reach the consumer in order to discuss their concerns but was unable to do so and had left a voicemail. We kindly request that the consumer contact ****** at ************ for further discussions regarding their concern.

  
  Kind Regards

  Endurance,

• Initial Complaint

  Date:04/29/2025

  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 purchased a Supreme 60 vehicle service contract from Endurance Warranty Services for my 2020 Infiniti Q50. When I experienced performance issues and temperature fluctuations, I brought the car to *************** INFINITI. After teardown and diagnostic inspection, they found a cracked cylinder head causing internal coolant contamination (coolant mixing with oil) a well-known issue that leads to serious engine damage.Despite submitting full maintenance records, shop documentation, teardown findings, and following all claim procedures, Endurance has only approved a partial repair. There are no signs of neglect/improper maintenance. The service manager at ************************ also agrees I have taken care of my vehicle Endurance claims they do not cover consequential damage, and are only responsible for replacing the part that caused the failure. However, this interpretation is misleading the entire engine was damaged as a result of a covered failure (the cracked cylinder head), and their contract clearly states that internally lubricated components are covered. Engine contamination affects the entire system, and a partial fix will not properly repair the car or restore it to safe operation.Additionally, I was verbally assured that teardown costs would be reimbursed if a covered failure was found yet Endurance continues to sidestep responsibility and provide no written breakdown of their decision. They have made this process intentionally difficult and evasive, refusing to stand behind the contract I paid for in good faith.I am requesting BBB assistance in holding Endurance accountable for: Covering the full cost of the engine and turbo repair due to the confirmed internal failure, Honoring the teardown reimbursement as stated verbally by their own representative, Providing written documentation explaining their decision and denial of full coverage.This has been an exhausting process, and I simply want what is fair and contractually owed to me.

  

  Business Response

  Date: 05/07/2025

  On 3/25/25, the consumers repair facility filed a claim for repairs under the contract. They reported that the vehicle was driven in on 3/20 with the consumer complaining that the temperature gauge appeared to be stuckat 1/3 but would go higher from time to time while driving. The facility stated that pressure testing was performed, and no external leaks were found. However,an internal leak was detected. Upon their inspection, it was observed that coolant and oil had intermixed, which was confirmed by removing the oil cap.The source of the leak appears to be the cylinder head. The facility recommended replacement of the cylinder head, turbocharger and engine.

  An independent inspection confirmed the cylinder head failure and the cylinder head was authorized, the engine and turbocharger could not be authorized because the damage occurred as a result of continued vehicle operation after symptoms began.

  An Endurance manager contacted the consumer to discuss the claim in detail and explained that a total of $11,377.51 was authorized toward the covered portion of the repair. These funds may be applied to a replacement engine at the consumers discretion.

  We appreciate the opportunity to clarify the details of the consumers claim.

  Regards,
  Endurance Resolutions

• Initial Complaint

  Date:04/28/2025

  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 am filing this complaint regarding a warranty claim submitted through my dealership and subsequently denied by Endurance Warranty Services. The claim was for a coolant thermostat replacementa component clearly listed as covered under my contract.The reason provided for the denial was that the issue was considered a pre-existing condition. However, Endurance has failed to provide any documentation or detailed explanation to support this conclusion. This lack of transparency directly contradicts the terms of my contract and raises serious concerns about the fairness of their claims process.I have contacted Endurance multiple times via email and phone to dispute the decision and request clarification, but I have not received any response. I believe this constitutes an unfair business practice.I am requesting that the claim be re-evaluated and honored according to the coverage outlined in my agreement. Additionally, since I was forced to pay out of pocket for a repair that should have been covered, I am seeking a full reimbursement of those expenses.I am seeking the assistance of the Better Business Bureau to help facilitate a fair resolution.Thank you for your attention to this matter.Sincerely,Ganna

  

  Business Response

  Date: 05/06/2025

  Upon receiving the complaint, an Endurance Senior Resolution Specialist attempted to initiate contact with the consumer to address their concerns. A voicemail and an email were sent, we kindly ask the consumer to contact ****** at ************ for further assistance.

  Kind Regards,

  Endurance

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23261209
  
  I am rejecting this response because:
  **** ****** reported via email
  15 hours ago (Thu, May 15 2025 at 8:59 PM)
   
  To:***************************************************************************************
  You don't often get email from ********************* Learn why this is important
  Dear Customer Relations Team,
  
  I am writing to follow up on the complaint I filed on April 28, 2025, regarding the Endurance Warranty. The complaint, which I have attached, concerns a warranty claim submitted through an **** dealership that was subsequently denied by Endurance Warranty Services. The claim was for a coolant thermostat replacement, a component that is clearly listed as covered under my contract.
  
  The reason provided for the denial was that the issue was considered a "pre-existing condition." However, Endurance has failed to provide any documentation or detailed explanation to support this conclusion. This lack of transparency directly contradicts the terms of my contract and raises serious concerns about the fairness of their claims process.
  
  Could you please advise if the case has been resolved with Endurance? Thank you for your assistance.
  
  Best regards,
  Gnna
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 05/20/2025

  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 the matter.
  
  Kind Regards,
  Endurance

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23261209
  

  Dear BBB,

  I am rejecting Endurances response because:

  Endurance never satisfied my complaint. On May 21st, I returned the call to ********* ********,Senior Resolutions Specialist at Endurance. During our conversation, ********* promised to send agreements for the cancellation of service and reimbursement for my car repair expenses. Unfortunately, this never happened, and all my attempts to reach her again by phone or email were unsuccessful. The claim for reimbursement of out-of-pocket expenses for car repair in the amount of $1,999.53 was never satisfied by Endurance. The corresponding email exchange is attached.

  
  Please advise what would be the next steps in resolution of this issue.

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

• Initial Complaint

  Date:04/28/2025

  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 am writing to request reconsideration regarding the denial of my claim (#CL11898097) for my daughter's 2016 ****** Maxima.When transferring my previous policy to this vehicle on November 26, 2024, I specifically instructed Ms. ****** ******** to duplicate the old policy, including the salvage title surcharge. Unfortunately, the surcharge was not added, and when I filed the claim after a major transmission issue was found, the claim was denied based on the salvage ********. Joseph ****** confirmed that the policy was incorrectly written and stated that while they could rewrite the policy moving forward, the existing transmission issue would still be considered pre-existing and not covered. This situation is not my fault it is due to an internal administrative error.I have been a loyal customer since 2013 with four policies through Endurance. I am simply asking Endurance to honor the coverage I paid for in good faith and to approve the transmission repair.

  

  Business Response

  Date: 05/06/2025

  An Endurance resolution specialist has contacted the contract holder to address his concern. We appreciate the opportunity to resolve this matter.
  
  Best Regards,
  Endurance

• Initial Complaint

  Date:04/28/2025

  Type:Product 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.

  Endurance did not cancel my policy as I asked them to. And they Charged my. **** $116.31. I am disabled and I wanted to get my money back. I would not recommend them to anyone. I cant afford this anymore as i am on a fixed income

  

  Business Response

  Date: 05/01/2025

  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
  
  

  
  

  Customer Answer

  Date: 05/09/2025

   
  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:04/28/2025

  Type:Product 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.

  And endurance promise me I can cancel my policy at any time. I still had an extended warranty on my car till July ************************************************************** to purchase it and she said dont worry youll get your money back if it meet to qualifications so general ****** approached me with a better deal so I had to cancel the policy after two months of paying they told me I have no prom so I did whatever they needed to be done to cancel the policy then they just sent me a check for $97 out of the ****** this is not the first time Ive been with endurance. I never had a problem. Im a little bit upset that they only sent me $97back. I never used the policy. It was never paid in full and it was never used because the cost was under the dealerships warranty, so Im asking to get my full refund because they all promised me this from the beginning. They were the ones that pushed me to purchase it and now they gave me back less money which is not right I didnt even use the policy and my car still has the existing warranty and ************** gave me a better deal. Could you please help me out thank you just give me the difference in refund. Thats all Im asking. They told me I can get a full refund.

  

  Business Response

  Date: 04/30/2025

  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