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

  6860 Dallas Pkwy Ste 200 Plano, TX 75024-4242

• 

  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:04/19/2025

  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 been a customer of ********************** since June 2023. Everything in their contract was vague and ambiguous, and they would only cover something if an accident happened not normal wear and tear, which is what most people have to fix their car for. If you have an old car, it's gonna have normal wear and tear that's gonna need fixed. They don't do that. It's a scam. Something would literally have to happen that wasn't normal wear and tear, which is just not like likely and they know this. The only thing they did was tow my car to the dealership and pay for my key fob replacement and even getting the key fob replacement was tricky. I've paid them over $2500 in about one year and nine months. The tow truck was a bit over $100 and the key fob replacement about ******************************************************************************************************************* a refund as well. They're a scam. Don't use them. Don't use any extended car warranty service. You might as just get warranty from the dealership because they'll actually take care of it. I have canceled them.

  

  Business Response

  Date: 04/29/2025

  After receiving this complaint, an Endurance Specialist contacted the consumer and reached a mutually beneficial resolution. We appreciate you bringing this matter to our attention.

  Best Regards,
  Endurance

• Initial Complaint

  Date:04/19/2025

  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.

  Denied Claims: Claim started March 10 Claim (A/C Leak): This is where it became clear that denial of coverage was the companys default strategy.A third-party inspector visited my shop to assess the A/C issue. My shop confirmed a leak using the industry-standard "sniffer" method. Freon had to be recharged multiple times, confirming the leak.The claim was delayed with the excuse that the adjuster needed authorization from me for a teardown because of the complexity of the repair. This involved removing the dashboard, steering wheel, gear box, and front seatsan unusually invasive procedure for this A/C issue per my shop.The adjuster provided a diagram showing only the tubing, implying that the part could be sold separately. He then stated that if the leak originated from the end of the tube connected to the ******** core, the claim would be denied. However, if that specific area were leakingas he suggestedthe entire ******** core would need to be replaced. This was confirmed by the **** dealership, which is the sole authorized seller of this part. They verified that if the leak is at the tube connected to the core (referred to as "side A" in ****** email), the entire core must be replaced. According to my agreement with Endurance, the ******** core is a covered component. Therefore, the claim should not have been delayed or suggested for denial, as occurred in my case Outcome Ive now paid $175/month for over four months ($697.28) for my contract with no meaningful benefit.After three weeks, I was left without a decision, without a rental, and with a repair bill (approx. $4,000) and escalating rental car expenses ($2176.90)I ultimately canceled my warranty due to a total loss of faith in the company. Rather than addressing my concerns, the company representatives simply asked me to wait and see.

  

  Business Response

  Date: 04/28/2025

  A Resolution Specialist has contacted the customer to address his ******************************* appreciates the opportunity to assist and will continue to work with the consumer toward an amicable resolution.

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23226282
  
  I am rejecting this response because:

  Due to the gross mishandling of my claim, negligent customer **********************, and the resulting financial burden I have personally incurred, Endurance has offered a refund of my premium along with a $300 courtesy payment. However, this offer fails to address the full extent of my out-of-pocket expensesspecifically, the rental car benefit included in my policy, which was never honored. Endurance has capped this benefit at $150, despite the fact that I was forced to pay approximately $2,600 for a rental vehicle over the nearly two-month period my car was in the shop. As a result, I am now preparing to pursue legal action to recover the remaining amount owed.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 05/08/2025

       A representative from Aurora Automotive submitted a claim under the consumer's Secure Plus contract. The repair facility reported that the vehicle was brought in due to an inoperable air conditioning system and an illuminated oil indicator. They recommended replacing the evaporator core and the valve cover gasket to resolve these issues.

       After verifying that the issue with the evaporator was covered under the contract, Endurance approved $2,469.99 for the repairs to the evaporator core. Please note that the contract includes rental benefits, as outlined in Section VII, for covered repairs. However, the valve cover gasket replacement was denied according to Section VIII(A.), which states that coverage is not provided for:

       A. Any part not specifically listed in Section VI, "What is Covered," under the component protection and/or optional      coverage selected, as indicated on your Identification Card and in the Coverage and/or Options box on the Application      Page of this Contract.

       The vehicle service contract was canceled at the consumer's request. Upon receiving this complaint, a Senior Resolution Specialist contacted the consumer to address his concerns and discuss available resolution options, which the consumer declined. A pro-rata refund is scheduled to be issued on May 13. For any further assistance, Mr. ******* may contact Senior Specialist ********.

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23226282
  
  I am rejecting this response because:

  *** consistently observed that this company does not uphold honorable or reputable business practices. Instead of acknowledging or apologizing for what clearly appears to be a major scamlikely a common tacticyou've responded with vague and implicit rebuttals. 

   

  This complaint outlines what occurred, and will be submitted to my attorney for small claims court, as well as to the State Attorney General, the Better Business Bureau, and various public review platforms.

   

  Due to misleading and inconsistent information about the roles of Endurance representatives, I will refer to individuals by name.

  Timeline and Issues:

  Initial Inspection:

  ***** visited the shop where my vehicle was located to inspect the damage. He left without speaking to the mechanic of further steps or leaving any update. Several days passed with no word from Endurance. When I called, I was told that ***** had attempted to reach me, though he left no voicemail or communication with either me or the shopcausing an unnecessary delay.

  Tear-down Authorization Confusion:

  I was informed that I needed to authorize a tear-down of the vehicle. The shop had difficulty reaching *****, eventually speaking with another representative, ****.

  **** explained that ***** had sent him a diagram of the part questionable for the claim. He indicating that if the failure occurred in a specific section, that the claim would be denied. That's why the tear-down and repair would be my responsibility. This is where the deceptive practice becomes apparent.

  Deceptive Practices:

  The diagram ***** sentused to delay the claim by nearly a monthwas not of a part that exists on my vehicle, nor was it an OEM (Original Equipment Manufacturer) component. The shop confirmed this. The shop and I believe this tactic is used to deter perusing claims while discouraging the customer into taking the financial ******: risk denial, pay out of pocket and continue paying for a warranty that provides no real protection.

  Rental Car Misrepresentation:

  My contract stated I would be provided a rental vehicle. Due to ******* delay tactics, I remained in a rental car from March 25 until May 9. Endurance failed to inform me when the claim was eventually approved and offer the rental car coverage. I have now accrued approximately $3,495 in rental fees alonewhile Endurance only covers a maximum of $150, regardless of the length of repair or delays caused by Endurance incompetence. This cap is never made transparent to customers beforehand.

  Lack of Accountability and Final Charges:

  Even after the claim was approved, Endurance refused to pay the full invoice provided by the shop, offering only a partial amount. I am now being held responsible for the remaining balanceof almost a $1000despite having paid for warranty protection specifically to avoid these out-of-pocket expenses. The shop challenged several charges, one being labor cost which they use ********.... they chose not to use it this time and that's when my shop said the line disconnected and no one answered after that conversation. 

  Conclusion:

   

  Endurance claims to take pride in approving this claim, yet the total repair invoice was $3,447.80, and the amount they paid out was only $2,469.99a difference of $977.81. Not only could I have paid for the repairs myself, but I also ended up losing $977.81 in the process."

   

  Endurance Warranty Services engages in misleading business practices, from vague coverage details revealed only after a claim is initiated, to deceptive delays that financially burden the customer. Their representatives appear to rely on confusion, poor communication, and misrepresentation of vehicle components to deter valid claims. I will be pursuing this matter through small claims court and ensuring this information is shared with all appropriate consumer protection bodies and platforms.

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

• Initial Complaint

  Date:04/18/2025

  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 bought a policy from Endurance Warranty I specifically ask for a policy to cover backup camera, seat warmer all electric components and those particular parts. Well of course they had that policy ! The Premier policy! It covers all those parts! LIE! IT DOESN'T COVER THESE THINGS! When put in shop to get my backup camera and seat warmer fixed 21 months after buying this policy I'm told they don't cover these parts! I'm tired of being scammed by these companies.

  

  Business Response

  Date: 04/28/2025

  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
  
  

• Initial Complaint

  Date:04/18/2025

  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 didn't think it were possible for a company to s**** it's customers over so badly, but after reviewing several phone calls with inept customer ********************** agents and supervisors who clearly couldn't try to provide honest customer ********************** if they tried, I see I have no option but to file a complaint with the Secretary of State because business practices such as this is fraudulent, plain and simple. Endurance will deny every one of your claims on a technicality and in the same breath admit their wrongdoing. I want a refund for every month I paid for this unprofessional and lousy warranty that did nothing but cause more headache and stress. I wouldn't recommend this company to my worst enemy.

  

  Business Response

  Date: 05/01/2025

  Upon receiving the complaint, an Endurance Specialist attempted to contact the consumer to address their concerns. For further assistance regarding the account, we respectfully request that the consumer reach out to ****** at ************.

  Kind Regards,

  Endurance

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23222999
  
  I am rejecting this response because:
  

  I have attempted to reach back out and return the call for 3 days in a row now, and left voicemails stating such. I am still waiting on a return call, as I have not spoken with anyone despite the number of complaints to customer **********************, the claims department, and some department known as 'Saves' on May 6, 2025.

  Sincerely,
  
  ********** Royal

  

  Business Response

  Date: 05/13/2025

  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
  
  

• Initial Complaint

  Date:04/18/2025

  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 signed up for this warranty in Jan 2025 and the salesperson told me all the good stuff but none of the important stuff. Like if anything happens, they ask for all maintenance records which would have been fine had I been told this from that moment so that I could actually keep every single one. So, the end of march my car wouldn't start and I call to use my warranty. I found a shop got it towed there and now my car has been there 2 growing on 3 weeks because they have requested invoices of and services that I have had since the warranty, and I have had to go out and physically request those invoices. Every time I call, they tell me there is no manager or supervisor that I can talk too and that they don't have an escalation department. This is insane because every business has someone over another that handles customer situations. So, it's no one that I can talk to or discuss my situation to then they are scammers pretending to be a business taking people's money every month and not trying to withhold to their part of the bargain. I have searched my book and contract I have not found the sentence telling me that I need to keep all my invoices nor was this very important information relayed to me. I feel like it was left out on purpose. I want the serviced that I paid for. I was told that my car needed the motor replaced and I would like the services due to me that I pay for monthly for the warranty of my car. For them to fulfill their part.

  

  Business Response

  Date: 04/24/2025

  A Resolution Specialist has contacted the customer to address her ******************************* appreciates the opportunity to assist and will continue to work with the consumer toward an amicable resolution.

• Initial Complaint

  Date:04/17/2025

  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.

  I have the Endurance warranty for my Chrysler Pacifica. I have paid $175.00 every month since 3/31/2023. I filed a claim in January 2025 which was covered. I filed another claim in April 2025. I took my van to a ******** dealership for a repair on my air conditioning. The dealership thought it was an issue with one part of the system. Endurance approved the repair. That did not work and the part was never replaced and they did not charge for labor. Endurance paid nothing, they didnt pay for the part and they did not pay for labor. Since they misdiagnosed the issue they ran more diagnostic tests. This showed that there was a leak in the condenser, they replaced the faulty condenser. The condenser was denied because the dealership would use an aftermarket condenser. I said fine and paid for the condenser. They ran the air and said there was another part, the compressor was leaking also. Both the condenser and the compressor were leaking. Endurance denied the claim because the dealership had misdiagnosed the first issue. That was the evaporator coil that they never paid one dime for. Endurance said that because there was a misdiagnosis in the first claim they would not pay anything after that. Last time I checked they are multiple times that you fix one problem and then have another problem show up. I am furious. All I want is for them to pay for the part and the labor. I dont understand why I am the one stuck with the bill when I have paid almost $5,000.00 and made 2 claims.

  

  Business Response

  Date: 04/24/2025

  A Resolution Specialist has contacted the customer to address her ******************************* appreciates the opportunity to assist and will continue to work with the consumer toward an amicable resolution.

• Initial Complaint

  Date:04/17/2025

  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.

  I purchased an extended warranty for my 2007 ***** ES350 Ultra on 5/9/22 for $3,802.00 that will cover this vehicle for 60 month or ******* miles, whichever comes first. Odometer reading was *******. In March 2025, my air conditioning went out and was told the "Evaporator Core" needs replaced. Cost for repairs and service was $2,065.38 but Endurance Advantage would only agree to cover $1,305.00 due to the value of the vehicle using NADA Trade-in value. I called to see why I find values over $5,000 to ****** and only receiving $1,305. I was told I could submit a "Build Sheet" (from the manufacture) and they would let the team review it within 48 hours. I did submit the Build Sheet and the team declined to increase the value of this vehicle and stated my contract is voided and no further coverage due to using all the balance ($1305.00). I also spoke with a manager, ***** ******, and after his review, he sent me $100.00 because he agreed the vehicle did have a higher value.I have 25 months and ****** miles remaining on the contract purchased for $3,802 taking me to 06/09/27 or ******* miles. This is where they have broken the contract and declining any further repairs.I would like to remain with the contract agreement regardless of the cost for repairs and pay me $760.38, the out of pocket cost, then subtract the $100 deductible and $100 ***** sent equaling $560.38 and remain covered per the contract. I also have the same company for my 05 GMC and I would hate to find out that a covered part costs more than they feel it's valued at.I have service ticket, proof of payment and names of the people I spoke with at Endurance, and my contract if needed. I'm providing the Contract Number below.

  

  Business Response

  Date: 04/25/2025

  Upon receipt of this complaint, a resolution specialist contacted the consumer to address his concerns. Endurance appreciates the opportunity to resolve this matter.

  Best Regards,
  Endurance

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23217450
  
  I am rejecting this response because:
  Dear BBB,
  Endurance Advantage did contact me and offered to pay additional $545.10 for the repairs completed. I received the check 5/3/25, however due to their Limited Liability, they will not cover any further claims. They stated they are not covering or accepting the remaining 24 months or ****** miles that remain on the contact that was to cover 60 months or ******* miles.
  
  I am not satisfied with this company that estimates my cars value off of NADA or **** Power Trade In Value of $1305. There is no way I could replace this car for that amount of money. If anyone offered me $10,000, I would NOT accept the offer to sell my car.
  
  Thank you so much for contacting Endurance and getting me $545 additional funds.
  
  Very Respectfully Submitted,
  ***** Leonard 
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 05/09/2025

   Endurance values the consumer's feedback and appreciates the opportunity to assist.
  
  Best Regards,
  Endurance

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23217450
  
  I am rejecting this response because: the contract was a 5 year (60 Month) or ******* miles. Because they feel my car is only worth $1305, and have a paragraph that talks about Limited Liability, allows them to terminate the remaining 25 months and the remaining ****** plus miles. My satisfaction would have been to continue the contract and not terminate it. The contract cost $3,800 for 60 months or ******* miles, which ever came first.

  I would like for you to put my comments on your page for reasons of dissatisfaction with this business and note the issue.
  
  Sincerely, and thank you,
  
  ****** *******

• Initial Complaint

  Date:04/16/2025

  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.

  Endurance in 2020 was great. After 2022 everything changed and it seems like their company motto is "Find A Way Not To Pay." Literally creating "gray areas" with the verbiage in your policy contract to find ways to deny your claim. Typical corporate need for greed. I've had multiple vehicles "covered" by Endurance, and this last denial for a transmission repair was my last straw.03/17/25 I took my vehicle to the shop for diag, on 03/19 Endurance called asking me for my last transmission service invoice. I sent the invoice over on 03/19 (Car was at 175k miles), Endurance then took TEN DAYS to deny the claim due to the Manufacturer recommended transmission service being due at 150k miles. I called in and informed them that when I bought the car at 74k miles the transmission service was done at the dealership as part of a courtesy maintenance package. They asked for proof of that, I sent in the "Buyers Order" that showed everything included with the car purchase on 03/31. It took almost another TWO WEEKS for them to "review" it on 04/15 (I called daily since I was paying out of pocket for a rental) just for them to say the claim is still denied b/c a Buyers Order doesn't guarantee or "prove" that the transmission fluid was changed..... Despite a buyers order being a law binding agreement. They then asked for a specific invoice for just the transmission fluid alone from a car I bought 4 years ago. Of course I try to call the dealership and they don't keep records past 3 years and Endurance is playing hard ball, leaving me on the hook for $4,000+ repair. This is not my first time this year encountering unethical, shady, almost criminal predatory behavior from Endurance and their "adjusters" breaching their contract and not covering repairs.Their phone **** are rude, refuse to give their full name when you catch them in a lie (I have a recording of this), I requested a refund from my renewal date of 05/25/24 and was told "That's not happening" by the phone ****

  

  Business Response

  Date: 04/21/2025

  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

  Customer Answer

  Date: 04/21/2025

   
  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:04/16/2025

  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 March 21, 2025 I received a diagnostic report for my 2018 Chevrolet Equinox from ***** Chevrolet and took it Irie Moto for the replacement of my torque Converter. This was done due to the fact that ***** does not accept Endurance Warranty product. I spoke to apaul at Irie Moto and provided him the report and he informed me that he would contact Endurance to file the claim and he would call me on Monday. On the 24th March I received a call from Irie Moto to let me know that my claim was approved and I had a $100 deductible. He also informed me that the part had to be ordered and it would be there in 2 days and I should bring vehicle over on March 26th. He also gave me the claim #CL11858327 so I could get a rental. So on the 26th I got a rental from ***** and took my vehicle over to **** Moto on the 26th. **** informed me that the vehicle should be done by Saturday. On Saturday I called and couldn't get anyone so I decided to stop by and my car was in parking lot so I thought for sure it was done, but when I went inside I was informed that they had the same issue even with the Torque Converter being replaced. Now I want to say that at no point prior to this was my check engine light on and there no codes showing up in my vehicle. They also informed me that when they drained the fluid from the transmission they found metal fragments in the fluid and they still had it. They also stated that they would have **** contact me on Monday. On March 31st I received a call from **** to advise that the warranty company would not cover the sensor as it is not covered by the warranty. I asked how much this would be and he stated $19 for the part and $165 to put it in. So I told him to go ahead and order it. Later that week after they went to pick up the part I was informed thatbit was the wrong part and the part department informed them that my vehicle doesn't carry a speed sensor, which was not accurate either. Now they have decided to recind claim and I pay.

  

  Business Response

  Date: 04/25/2025

  After receiving this complaint, a manager from Endurance contacted the consumer. Endurance and the consumer are currently working towards a mutually beneficial resolution.

  Best Regards,

  Endurance 

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23215308
  
  I am rejecting this response because:
  Hello,
  
  I have received a resolution from Endurance Warranty.  I am still waiting on them to respond with their final resolution.  Please advise as to the next step for this complaint as it is now closed.
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 05/09/2025

  Upon receiving this complaint, Endurance initiated a comprehensive review of the claim, which subsequently led to its reopening. An Endurance manager contacted the consumer to explain the review's outcome. We appreciate the opportunity to address this concern. 

  Best Regards,

  Endurance 

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23215308
  
  I am rejecting this response because:
  Hello,
  
  Endurance did resolved the issue and my claim was paid in full minus my $100 deductible as was agreed upon.  Will the Endurance Manager worked deligently to get a resolution and I was very pleased with the outcome.
  
  Thank you,
  ******* ****. 
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:04/16/2025

  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.

  I bought 2016 ******* Tucson and extended warranty (Apex Premier) for $3,249.00 from Endurance Warranty both sold by ******* ******* dealership at **************************************************************** on June 23, 2023. Vehicle started sputtering and jerking during acceleration. In January 2024, the Service ***** at ******* said the car needed a transmission. Endurance Warranty sent inspector who requested a tear down of my vehicle. Dealership wanted appx. $1400.00 for tear down. In January 2025, vehicle lost power driving on interstate, towed to Auto Nation *******. The Service ***** stated it needs an engine--cost $13,513.69. Endurance sent an Inspector who requested tear down, cost appx. $1500.00 But, Inspector stated even with tear down this may not be covered if carbon is found in the engine. *******, Service **** at *********** told me Inspector said injector and valve failed because of carbon build up in the engine. *********** had confirmed carbon in engine and sent me photos by a text message. On April 11, 2025, I talked to ******** Agent with Endurance stated tear down needed to determine how the carbon built up. However, inspector is already aware of how this occurred. I completed maintenance as it relates to carbon build up having oil changed regularly (oil change records were sent to Endurance Auditor by *******). Also, I changed spark plugs and had fuel system cleaning on November 22, 2024. I sent receipt for spark plugs and fuel system cleaning to **************************. No return phone call. Endurance refuses to replace my engine and provide what an extended warranty for used car is supposed to providecoverage for internally lubricated parts of engine. This is a horrible situation, my vehicle is inoperable and sitting at *********** *******. I am in a rental car since 2-6-25. I pay for the rental car. I continue to pay car payments to prevent negative credit reporting. I request my engine replacement by Endurance and reimbursement for rental car fees totalling $3,560.69.

  

  Business Response

  Date: 04/23/2025

  The consumers repair facility filed a claim for an engine replacement. However,the repair facility has not been able to identify the root cause of the failure.

  As a result, Endurance informed the repair facility that the consumer would need to authorize a diagnostic tear-down to determine the cause, as required under Section V (4) of the contract, which states:

  "Authorize Tear-Down and/or Inspection In some cases, You may need to authorize the licensed repair facility to inspect and/or tear-down Your Vehicle in order to determine the cause and cost of the repair. You will be responsible for these charges if the failure is not covered under this Contract. We reserve the right to require an inspection of Your Vehicle prior to any repair being made at the Administrators expense subject to the terms and conditions of this Contract."

  At this time, the claim is neither approved nor denied. We are simply awaiting the results of a tear-down to determine whether the failure is eligible for coverage under the terms of the contract.

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

  Regards,
  Endurance Resolutions

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23214669
  
  I am rejecting this response because: I already explained the following: *******, Service **** at *********** told me Inspector said injector and valve failed because of carbon build up in the engine. *********** had confirmed carbon in engine and sent me photos by a text message. On April 11, 2025, I talked to ******** Agent with Endurance stated tear down needed to determine how the carbon built up. However, inspector is already aware of how this occurred. I completed maintenance as it relates to carbon build up having oil changed regularly (oil change records were sent to Endurance Auditor by *******). Also, I changed spark plugs and had fuel system cleaning on November 22, 2024. I sent receipt for spark plugs and fuel system cleaning to **************************. No return phone call. Endurance refuses to replace my engine and provide what an extended warranty for used car is supposed to providecoverage for internally lubricated parts of engine. This is a horrible situation, my vehicle is inoperable and sitting at Auto Nation Hyundai. 

  I have done everything I need to do concerning the maintenance of my vehicle. The Inspector already confirmed the root cause of how the carbon ended up in my engine (see first sentence above). The tear down should be covered by Endurance Warranty as they are requesting for me to assume cost and risk of having an engine torn down for an issue that has already been determined by their Inspector. I am planning to move forward if a high ranking official does not call me to resolve this issue. I have not had my vehicle since January 30 2025. As a consumer, I remained highly disappointed in this business.

  
  Sincerely,
  
  ****** *.

  

  Business Response

  Date: 05/05/2025

  As stated previously, the claim is neither approved nor denied. We are simply awaiting the results of a tear-down to determine whether the failure is eligible for coverage under the terms of the contract.
  
  Regards,
  Endurance Resolutions