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

3,478 total complaints in the last 3 years.
1,195 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: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
Initial Complaint
Date:04/27/2025
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 this contract for my 2017 dodge ram truck with the secure plus coverage on 12/09/2022 I never missed a payment and even paid off the contract in Feb 2025, on 04/15/25 my wife and i left our doctors office and the A/C starting blowing hot air we are in ***** so it is hot in April, i pulled over and raised the hood to see if a belt had broken and it wasn't but i noticed the Air Compressor wasn't turning and i could not hear it as usual. I turned the A/C off from inside the truck called a local mechanic shop they said bring it in but it would be Thursday the17th before they could diagnose it so i drove 10 miles to the local enterprise dealer rented a vehicle then drove across the street to the mechanic shop and dropped the truck off. On Thursday the shop called and said the clutch in the compressor went out and took out the entire system and Endurance said it was not covered so i called Endurance because my contract states that compressor, clutch etc. is all covered, The endurance *** said it was not covered because the coil that is attached to the clutch went out and they don't cover the coil, I called the shop back and we both called the endurance *** back and argued that the clutch and coil are both inside of the compressor how do you know that the coil went out first or did the clutch go out first which is more likely, so we got it escalated to another person and he was very rude and when he heard me on the phone with the shop he went off and said he could not talk to me the policy holder he could only talk the shop so i had to hang up. The shop explained to him that if the clutch and coil are both inside the compressor you couldn't know what went out first so it look like Endurance is looking for a loop hole to get out of this, So he told him that he would send out an inspector to look at the parts, I had to leave on Sunday to work out of state, so i had no choice but to pay for ***airs, i paid off a warranty that is useless.
Business Response
Date: 05/07/2025
Upon receipt of this complaint, an Endurance manager contacted the consumer to address his concern. The consumer will forward additional information to the manager for review.
Regards,
Endurance Resolutions
Customer Answer
Date: 05/07/2025

Complaint: 23256727

Endurance did reach out to me and asked for the supporting documents be sent to them by email, i sent those documents to them on 04/29/25 and have not heard back from them as of yet.

Sincerely,

***** *****
Business Response
Date: 05/12/2025
Endurance has received the documents from the consumer. The details are currently under review.
Regards,
Endurance Resolutions
Customer Answer
Date: 05/20/2025
Complaint: 23256727

I am rejecting this response because: Regarding Claim ID # ********, please do not close this out. An Endurance *** did reach out to me and ask me not to respond to you guys because he was still trying to figure it out. He then called me back on 05/15/25 and said he might could get me 300 to 400 dollars back out of a $2100 bill that should have been covered and to not respond to you all until he gets back to me. I am at my wit's end; these people have messed me over from start to finish.

Sincerely,

***** *****
Business Response
Date: 05/23/2025
On 4/17/25, the consumers repair facility filed a claim for air conditioning repairs. They reported that the vehicle was brought in on 4/15/25 and diagnosed the issue as a failure of the A/C compressor. According to the facility, the compressor clutch had ripped all the guts out of the compressor. They noted the clutch was burned and melted, the coil had failed,and there was no refrigerant in the system due to a leak from the compressors shaft seal.
The claim was initially denied, as the failure was attributed to a non-covered component: the compressor shaft seal. However, the repair facility later called back to amend their diagnosis. In response,Endurance dispatched an independent inspector to verify the updated diagnosis.
The inspection was ultimately cancelled when it was discovered that the repair work had already been completed. Therefore, the claim was excluded from coverage per Section VIII (H) of the contract, which states that coverage is not provided:
H. For any repair or replacement made without prior authorization from the Administrator to a licensed repair facility.
We appreciate the opportunity to clarify the details of the consumers claim.
Regards,
Endurance Resolutions
Customer Answer
Date: 06/02/2025
Complaint: 23256727

I am rejecting this response because: Regarding the above Claim number, I emailed **** ****** with Endurance back and ask him some questions about my denial and he has yet to answer me back, please dont close this claim out.

Sincerely,

***** *****
Business Response
Date: 06/06/2025
While reviewing the consumers claim for reimbursement consideration, it was determined that the repairs in question had already been authorized by the consumer prior to any claim being filed. Unfortunately, the contract clearly states that no claims will be paid without prior authorization.
We appreciate the opportunity to clarify the details of the consumers concern.
Regards,
Endurance Resolutions
Customer Answer
Date: 06/06/2025

Complaint: 23256727

I am rejecting this response because:

Sincerely,

***** *****
This is a loop hole thy are pulling, they knew i had to have my truck to get back to work out of state so they did not schedule the inspector to come out until three days later, i had no choice but to pay to have my truck fixed out of pocket. What a rip off, i never missed a monthly payment and then i actually paid off the contract terms early and they pull this.
Initial Complaint
Date:04/27/2025
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 extended car warranty from Endurance. My engine started stalling at random times, so I took it to the *** dealership repair shop. When it got to the shop it was discovered that the engine was 3.5 quarts low on oil, even though it had been checked and was full 2 days prior. The repair shop recommended a new engine. Endurance declined stating that oil consumption is not covered by the extended warranty. I pushed back with Endurance as this is more than an oil consumption issue for it to be that low so fast. Endurance requested records of my last 3 oil changes and requested an inspection of the car. On one oil change from 2 years ago the car was a quart low when I had it changed, but the ******** employee mistakenly marked it as out of oil when I brought it in. Because of this Endurance is claiming I did not properly lubricate the car and is therefore denying doing any repairs to the engine because of it. I stated that was an error on the ******** receipt and asked if I could get them to correct it if they would do the repair then. They claimed this would be fraudulent.I feel that the acceptable solution would be for Endurance to have the engine repaired if not replaced as being a quart low on oil two years ago is not failing to lubricate the engine properly. This car has run fine since then through other oil changes without being low on oil, and Endurance knows this since I provided the information from those oil changes as well. Last night I saw an Endurance commercial where the customer stated that ********************** paid $14,000 to replace the engine in their car. Being in the exact scenario of the commercial right now, and their refusing to pay one cent toward the repair of the engine in my car, I can fully attest to the fact that Endurance engages in deceptive advertising and other questionable practices including trying just about anything to attempt to get out of paying claims.Thank you
Business Response
Date: 05/07/2025
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
Initial Complaint
Date:04/25/2025
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 attempted to make a claim using my warranty which was paid in full. The adjuster stated that they were denying the claim because the tire size was not within the factory allowances. The tires were on the factory rims and no other adjustments were needed to the truck. After threatening to cancel the contact, Endurance stated they would cover the ***air if I paid the surcharge for wheels and tires. Given this was $500 vs the $3000 rapair bill, I agreed. The *** on the phone said a manager would be in contact with me later that day to take my payment information. When that day came in went I called the next day and was told a manager would get to me by the end of this day. I called again three more times and was told a manager should be contacting me which did not happen. Meanwhile, the truck sat in at the dealer as the *** stated, if it was driven off the lot, they would not cover the ***air even with the surcharge. Each time they said a manager was not avaible. I used the warranty once in the time that it was in effect and that was also a lengthy process as adjusters keep having to be sent which delays ***airs. I requested that contract be canceled as I would uses the returned funds to help offset the $3000 ***air bill.
Business Response
Date: 05/01/2025
Thank you for bringing this to our attention. A manager has contacted the consumer and we discussed the claim and contract in great depths. The surcharge was added to the consumer's contract and the claims process will continue. We appreciate the opportunity to address their concerns.
Warm regards,
Endurance
Customer Answer
Date: 05/02/2025

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:04/25/2025
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 4/25/25 I called Endurance to cancel my warranty. They sent me a form to print, manually fill out (no online capabilities) and take to a notary. I objected to the notary step (and the associated notary fees) as an unnecessary obstacle to canceling the agreement. An agent pushed back and advised just go to your bank and ask for it. After repeated requests to escalate the issue and waive this notary requirement, including one instance where an agent hung up on me, I finally found someone that verbally waived the requirement. I then submitted the form and they said they couldnt accept it because my phone number was not filled out. They use my phone number to access my account and authenticate my identity. Asking for my phone number again seems unnecessary and an intentional obstacle to cancelation. In short, this company makes it extremely difficult to cancel all while marketing a cancel any time benefit and feature. Many consumers are likely to be taken advantage of by the process and stay in warranties longer than they want. These practices might be considered a UDAAP violation. At minimum, they are shady tactics and unethical.
Business Response
Date: 05/02/2025
After receiving this complaint, an Endurance Specialist contacted the consumer. Endurance and the consumer are currently working towards a mutually beneficial resolution.
Best Regards,
Endurance

Customer Answer
Date: 05/14/2025

Complaint: 23250959

I am rejecting this response because: Endurance Warrantys most recent outreach was more of the same deceptive acts and practices. An agent contacted me saying it was call to process my recent cancelation. No mention up front about the complaint I filed.

The agent went on to say it looked like I was due a credit and that, as a courtesy, they would waive the $50 cancelation processing me. My response was that I was A) unaware that a fee even existed for canceling and B) was equally unaware that a credit was due. As a matter of fact, I explained to them, I just received a bill for a May payment - one week after canceling. The agent said that the May payment wouldnt be required if I accepted the credit amount they were offering (roughly $200).

They went on to explain that they would send me a link that I could use to formally accept the offer. When I asked them to send me the link to review the details the agent causally slipped in ok. Once you accept the credit amount well process it and reply back to the BBB. This was the first mention of the complaint after nearly 10 minutes of talk time.

I immediately said oh. This is an attempt to resolve my complaint and not a cancelation processing call at all. Is that correct? The agent replied, Im sending the link with the offer and then abruptly ended the call.

I am currently traveling with family and will accept their offer upon my return home late next week. I do this mainly as a means of putting this horrible experience to rest.

I still maintain the company is complicit in deploying unfair and deceptive acts and practices. It should be investigated.

Sincerely,

**** ****
Business Response
Date: 05/16/2025
After receiving this complaint, an Endurance Manager contacted the consumer and resolved the situation.
Best Regards,
Endurance

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