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
- 3,481 total complaints in the last 3 years.
- 1,206 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/31/2022
Type: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.
Today, I went to temporarily cancel my independent extended warranty for both of my vehicles. I was told the warranty would not be canceled until the cancellation documentation that was sent to me was notarized. Im not understanding the reason behind getting a cancellation document notarized when I was able to verify all information and I didnt need a notarized document to sign up for the warranty. I feel like this is a tactic used to deter people from canceling their warranty due to taking extra time out of their day to go to a notary or to extend the time that they are able to charge their customers for the warranty. While I had planned on reinstating my warranty as the economy picked back up, I no longer plan to do so due to this shady tactic.
Business Response
Date: 11/07/2022
We appreciate the consumer reaching out to us for assistance. Providing the vehicles mileage is standard to the cancelation procedure. Per contract Section XIV. CANCELLATIONS
You may cancel this Contract at any time including when the Vehicle is sold, lost,stolen or destroyed by notifying ** in writing and by submitting a request to cancel the Contract and a Federal Odometer Statement or notarized affidavit verifying mileage at the time of the request.
In the interest of customer satisfaction, ********************** has canceled the consumers contracts without the additional documentation. We appreciate the opportunity to address this concern.
Kind Regards,
Endurance Resolutions
Initial Complaint
Date:10/31/2022
Type: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 received a letter, telling me that my Endurance Auto Warranty fees will be going up in 2023. IT had a complete customer ID. I called them stating that I had no such account. They were rude and hung up on me. NOW today, Oct. 31, they are calling me on my phone. I think this is harassment and I wish to report them for drumming up a customer number to get business for their warranties.Business Response
Date: 11/03/2022
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.
The consumer contacted Endurance in response to a mailed advertisement. After the call from the consumer, Endurance placed a follow-up call. We are sorry for the frustration that Endurance's mail piece caused ****************, 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. Endurance has also placed the consumer on our internal "Do Not Contact" list so that no further follow-up calls are placed. Please allow up to 10 business days to process this request.
Initial Complaint
Date:10/31/2022
Type: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 from Endurance earlier this year when my dealer warranty expired. I filed a claim on the transmission in October and they denied the claim due to tires that have nothing to do with the issues at hand. They have taken weeks to act and have not communicated with me at all.Business Response
Date: 11/08/2022
We appreciate your feedback, *****. If you would like to discuss your experience further, please reach out to us at ************************************ We would love the opportunity to resolve any issues.
Thank you,
- The Endurance TeamInitial Complaint
Date:10/31/2022
Type: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.
Bought this warranty on 4/20/2022 on a 2015 ****** truck that I bought. ***** miles later needs motor replaced but warranty denied coverage for lack of maintenance. **** miles over on oil change but ****** recommended ***** mile interval if using full synthetic oil.Business Response
Date: 11/08/2022
Hi *****, were sorry to hear about your experience. Wed like to learn more about it and see what we can do to make things right. Please send us an email at ***********************************.
Thank you,
- The Endurance TeamCustomer Answer
Date: 11/10/2022
Complaint: 18336601
I am rejecting this response because:they are aware of my complaint and the circumstances surrounding it. They called and told me they would call the next day but never followed up. This company is a scam! They offer a service with no intention on paying claims!
Sincerely,
***********************Business Response
Date: 11/14/2022
On 10/13/22, a claim was filed under the consumers contract,with a failure reported to the engine. The repair facility reported there was low compression at start up. Endurance requested documentation to verify that the consumer met the manufacturer's maintenance requirements.
The vehicles owners manual requires that synthetic oil change intervals are required at ***** miles or six months, whichever comes first.Endurance reviewed the service documents provided by the consumer. The documentation submitted did not satisfy the maintenance requirements for the vehicle.Endurance denied the claim per the Exclusions section of the contract, which states that coverage is not provided for
L. [] lack of normal maintenance required by the manufacturers maintenance schedule for Your Vehicle.
An Endurance manager has reached out to the consumer to discuss the claim in detail.
Kind Regards,
EnduranceInitial Complaint
Date:10/31/2022
Type: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 Endurance warranty after the expiration of my procedures aftermarket warranty service due to price differences and thought it was a win. I was sold on their product line compared to 3 competitors although it took over a week for the final decision. I understood the aftermarket warranty process and theirs wasnt much different from their competitors. Fast forward to days following my initial waiting period. My 2010 Chevrolet Suburban with 152,*** miles, following a road trip, started making ticking and knocking noises from the engine. Im in between regular oil changes and my fluids were good throughout my road trip. I returned from the trip on a Thursday which was 3 days after my policys waiting period was surpassed but since it was later in the evening and no spots were open I decided to get the vehicle in to the shop the following day. I turned my vehicle in at my local auto repair shop which Ive experienced great work on my vehicles in the past and commenced to start a claim for repair. An inspector arrived and decided that my damages werent catastrophic enough for a successful claim, their words not mine. Also there seems to be a big issue with my vehicle breaking down 4 days after my waiting period, and that they felt my situation wasnt dire because I drove my vehicle to the service center which is literally less than 2 miles from my place of residence instead of using their complimentary tow service. The reps have told me to have the mechanics send pictures or videos proving damages just occurred but wont give specifics on what they want to see from the mechanics. Its all a joke and a waste. I paid for a service and now due to non mechanical professionals opinionated judgements, Im out time, money, and options. Ive been trying to speak to a supervisor or corporate contact but now every time I call in the reps hang up on me or repeat their statements to get me to stop requesting to speak to anyone else. Just terribleBusiness Response
Date: 11/09/2022
The consumer contacted Endurance and purchased a service contract on 9/17/22. The service contract has a 30-day and ****-mile waiting period,both of which must elapse before any new failure is eligible for claims.
On 10/22/22, a claim was filed under the contract. The repair facility stated that the vehicle had been driven in with engine noises. The facility reported that there was a very loud rod and piston knock, there was a P0300 diagnostic code, the oil level was full and there were no leaks detected.The facility recommended that the engine be replaced. Endurance dispatched an independent,3rd party inspector to confirm these findings. The inspector confirmed that there was a knocking noise, the oil level was full and in fair condition,the diagnostic trouble code P0300 is present and there were no active leaks. These findings indicated a long-term failure that would not first occur outside of the recently expired waiting period. The pre-existing failure was excluded by the contract terms, which state that coverage is not provided
K. For any Pre-Existing Condition, for any Breakdown or condition existing prior to the Effective Date and Mileage
A manager from Endurance has contacted the customer to discuss the claim details and will assist the customer in locating less expensive parts to reduce any out-of-pocket costs.
Regards,
Endurance ResolutionsInitial Complaint
Date:10/30/2022
Type: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.
Been an endurance customer three four years went to file for a lockout service they don't even have my contract in any of their databases I paid $2,700 gave him my contract number VIN number vehicle number and I couldn't get the lockout service because they have no idea who I am had to break into my vehicle myselfBusiness Response
Date: 11/01/2022
The consumer's contract expired at the earlier of 6/3/22 or an odometer reading of *******. At the time that the consumer called for roadside assistance, the contract was expired and no services could be provided. An agent from Endurance has contacted ************** to provide details. Endurance will gladly provide ************** with a new contract to allow for additional repair coverage and roadside assistance. To receive renewed coverage, we request that the consumer contact **************.
Regards,
Endurance ResolutionsInitial Complaint
Date:10/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a warranty in March 2022. I have wanted to cancel this warranty for 3 months. However, every time I call, I am told that they have to connect me to another department, wait over 30 minutes, hang up, and figure I will try again at another time. While I wish I could call multiple times and wait for hours, I work, and do not have that amount of time to spend on hold. Even my husband who works from home doesn't have the time to wait on the phone forever. I feel sure that they make you wait unreasonable times intentionally to keep people from canceling because they get tired of waiting! They seem to have plenty of agents who sell the policies!Business Response
Date: 11/04/2022
We appreciate the chance to resolve this matter. The contract has been canceled at the request of the consumer. The pro-rata refund is scheduled to be mailed by 11/8, and the consumer should expect a refund check in **** business days after.
Best regards,
EnduranceCustomer Answer
Date: 11/08/2022
Complaint: 18328901
I am rejecting this response because your resolution is not (promptly) equivalent to the speed at which you take money for payments. Your company happily takes money electronically from consumers' accounts. A paper check in the mail is ludicrous.
Sincerely,
*************************Business Response
Date: 11/14/2022
Endurance doesnt require payments to be made electronically, the payment method is up to the consumer. The pro-rata refund check was expedited to the consumer on 11/8 out of good customer **********************.
Warm Regards,
Endurance ResolutionsInitial Complaint
Date:10/28/2022
Type: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 the Company $142 per month for their premium warranty service. After paying for the service for 4 months I had to take my car to the shop due to the engine making a ticking noise. The Company denied the repair, stating it was a pre-existing condition because I had the car looked at previously for an engine noise. This was never conveyed when I attained the service. The only stipulation that was expressed was that the car would need to have been driving **** miles and any repair would have to be after 30 days.Business Response
Date: 11/08/2022
A manager from Endurance has contacted the consumer to address his concern. Currently, we're working with the consumer on a resolution.
Regards,
Endurance Resolutions
Customer Answer
Date: 11/10/2022
Complaint: 18328535
I am rejecting this response because:
The Business is wanting me to supply them with paperwork showing my car was repaired for a different noise and I dont have anything like that.Originally, the Business only specified that no repair would be covered before **** miles and 30 days.
There was never anything saying I could never have had my car looked at.
Sincerely,
***********************************Business Response
Date: 11/12/2022
The consumer contacted Endurance and purchased a vehicle service contract. The contract includes a 30-day, 1,000-mile waiting period, both of which must elapse before any new breakdowns are eligible for claims.
On 10/17,a claim was filed under the consumer's contract. The repair facility reported that the vehicle had been driven in with a ticking noise at idle, that it no longer has the pickup that it used to, and that it was getting progressively worse.Endurance asked that the consumer submit maintenance documents to verify that the vehicle's maintenance requirements have been met.
Upon review, the maintenance documents showed engine noise present prior to the purchase of the vehicle service contract and the claim could not be authorized as the contract does not provide coverage for pre-existing conditions.
We appreciate the opportunity to clarify the details of the claim for the consumer.
Regards,
Endurance ResolutionsCustomer Answer
Date: 11/14/2022
Complaint: 18328535
I am rejecting this response because:The Business never advised that I couldnt have had my car looked at for any issue, they only advised about the **** miles and 30 day waiting period.
i feel that this was a classic bait and switch.
Sincerely,
***********************************Initial Complaint
Date:10/27/2022
Type: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 plan from this company on 12/23/21 with the understanding that there were no hidden caveats that would make the plan less than a good purchasing decision. I was wrong about that. The sales person gave me every indication that nothing was hidden from me in making the initial decision. What they should make very clear is the fact that there is no coverage from any and all problems that involve rust or corrosion. I made the decision to go with the Endurance company because there were many positive reviews on several web sites dedicated to auto warranty plans. It appears that at least one of these sites may be associated with Endurance. After a more careful review (and being denied twice on claims), I found that the reality is Endurance customers generally describe their experience as being denied claims. This is in contrast to a previous experience I had with a similar warranty company who ended up replacing my engine on a claim without much effort on my part. Denying all claims that involve rust and corrosion is a big deal. If I had known this prior to purchasing the policy, I would have selected another company even if the cost were higher. Hiding the fact that all rust/corrosion claims will be denied is deceptive marketing strategy. Such an exclusion should be made clear to anyone reviewing the company's products.I am asking for a refund of the portion of funds I have paid to date that are not administrative, and to cancel the policy, as it appears to be not in my best interest to continue paying for the ability to have claims denied, as many have described. Endurance seems to be more about the business of protecting itself rather than the customer. That is in comparison to auto liability insurance, which is designed to protect the insured. Many people might get the wrong impression that there is a similarity where none exists. Liability coverages are also clearly stated and easily understood. Not so with Endurance contracts.Business Response
Date: 11/07/2022
Endurance can confirm the cancellation of the consumers contract. The consumer is eligible for a pro-rata refund, and Endurance will expedite the check shipment in the interest of customer **********************. We appreciate the opportunity to address this concern.
Kind Regards,
Endurance Resolutions
Customer Answer
Date: 11/09/2022
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.I would have preferred having more time to finalize the results of the response, but I am given 7 calendar days to accept or reject. If the company does not issue the refund as promised, I will have to take additional action which is an inconvenience to me. As it is, I have reason to suspect that the company is operating software that interferes with the security of cell phones. Just before terminating the call with the company, my phone's camera was activated, which indicates the company was attempting to take my picture. This causes concern for me, as I see no reason why the company would be operating such software. There is no need to operate my cell phone's camera without my express permission.
Sincerely,
***********************Initial Complaint
Date:10/27/2022
Type: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 the warranty from Endurance in August, 2022. In October, 2022 need to take my car to the licensed dealership for repair. My contract with Endurance, the warranty kicks in at 30 days and +***** miles from contract start date. I am over it by 150miles, so I'm at ***** miles and nearly 2 months in my contract. Their claim is my repair isn't covered because it its too close to the *****mile **** and that no way the damage could have happened in 150 miles into the warranty. When in fact IT DID HAPPEN. We did the responsible thing immediately stop driving the vehicle and having it towed to a licensed service center. There were no warning lights or any signs the car was under ANY distress, so this wasn't a long term problem. The vehicle drove PERFECTLY the morning of the day a problem happened(parked all day , because at work) , by that afternoon it wasn't right and next day not driven was towed to **** for repairs. They told me that even though I am within the mileage for coverage the fact its too close to that, its not covered. I can't control when a repair will be needed on my car. I was sold this warranty under the understanding I would have coverage after 30 days and +***** miles. I am with in that time, and they are not honoring their contract. Endurace Contract # EVPU6168213 2014 **** TaurusBusiness Response
Date: 11/08/2022
We appreciate your feedback, ******. If you would like to discuss your experience further, please reach out to us at ************************************ We would love the opportunity to resolve any issues.
Thank you,
- The Endurance Team
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