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
- 3,476 total complaints in the last 3 years.
- 1,199 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:10/24/2022
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'm receiving a notice for a money Increase to a car that has my husband's name on it.Also we never ever ever participated I'm this program. I feel my credit has been damaged.
Business Response
Date: 10/28/2022
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.
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. Please allow up to 10 business days to process this request. The consumer may still receive additional mail pieces sent during the processing time.By Endurance
Initial Complaint
Date:10/24/2022
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.
On October 12, 2022, I brought my vehicle to ******************************** Automotive Blvd, ************* ******** for the repair of my 2013 **** Explorer. I advised and provided the Advisor (*******) of my Vehicle Warranty with Endurance. On October 13, 2022, he opened a warranty claim with them, he was advised it would take 24/48 hours for an inspector to come and confirm the repair. The inspector arrived on or about October 14, 2022, and completed the inspection. The information was forwarded to the Endurance Adjustor for review. I called Endurance customer ********************** on Oct ************** and 21, 2022 to check on the status of my claim. Their response was they were waiting for the Advisor to provide additional information the adjustor requested. After speaking to the advisor, he informed me the requested information was provided on or about Oct 18, 2022. On Oct 21, 2022, I called their customer ********************** to check on the status of my claim and was advised they were waiting on additional information, by this time the information was already provided. After speaking with the advisor concerning the requested information, he agreed to have a three-way conversation with the claim department while I was listening. During the conversation it was confirmed the advisor provided the requested information. He was advised the adjuster would get back to him with a response as soon as he is completing whatever he was doing. On Oct 24, 2022, in the morning I called customer ********************** to check the status of my claim and was advised they were waiting for the adjustor to complete the review. I again called in the afternoon and was told the same reason. It's been over 10 days and an approval has not been completed. I am seeking the resolution of getting the required approval to have vehicle repaired. I make timely monthly payments for this warranty and should have a resolution to my claim in a timely manner.Business Response
Date: 11/01/2022
We appreciate the chance to resolve this matter. On Thursday the 20th, Endurance requested documentation from the repair facility about a recall. On Friday the 21st, Endurance did receive the requested documentation from the repair facility. On Monday the 24th, Endurance verified the failure is not eligible under the recall and left a voicemail for the repair shop to authorize the repair. On Tuesday the 25th, the repair shop returned the voicemail and we authorized the repair for $1918.68. Please reach out with any further concerns.
Best Regards,
EnduranceCustomer Answer
Date: 11/04/2022
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.
Sincerely,
*****************************Initial Complaint
Date:10/24/2022
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 have an extended car plan and the company has found various ploys to deny claims that are in line with the contract and coverage. This has cost me incalculable stress, anxiety, time and money. In this specific instance I was very careful to have my car towed to a repair shop they listed on their site ( because other reputable shops in my *********** to work with endurance). My car has been in the shop for over a month now and after efforts to provide the documentation requested by endurance I was informed today (10/24/22) that they are denying the claim because despite documentation ( as well as verbal confirmation and logic) showing otherwise, they deem that the transmission service done on my car was a transmission fluid top up. I have already spent a lot of money out of pocket due this company dubiously refusing to cover repairs and at this point I feel it is mandatory to not only warn others against their unethical, unscrupulous actions but to exhaust all avenues I have for redress. I would like for my vehicles transmission to be repaired as it should be covered or a full refund as not one single repair or service has been covered since I purchased the plan in 2020. It has been a total waste of my money and added stress instead of being the opposite which is what a warranty/service plan should be.Business Response
Date: 11/02/2022
We appreciate the opportunity to address this concern.
On 10/11/22, a repair facility filed a claim under the consumers contract. The repair facility reported that multiple transmission-related diagnostic trouble codes were present, and the transmission fluid contained metal debris. The facility recommended the transmission should be replaced. Endurance requested the consumer submit maintenance documentation to verify that the contracts maintenance requirements were met.
The vehicle owners manual requires that the transmission fluid be replaced at ****** miles or 3 years,then every ****** miles or 2 years. Page 242 of the owners manual describes the procedure for the transmission service. Endurance reviewed the documentation provided by the consumer and it did not satisfy the maintenance requirements for the vehicle. The claim was excluded per the Exclusions section of the contract, which states that coverage is not provided for
D. lack of normal maintenance required by the manufacturers maintenance schedule for Your Vehicle or improper servicing
Upon receipt of the complaint, an Endurance manager reached out to the consumer and discussed the claim details. At this time, the consumers contract is active and eligible for future claims.
Kind Regards,
Endurance ResolutionsCustomer Answer
Date: 11/04/2022
Complaint: 18303961
I am rejecting this response because: the service referenced was completed as evidenced by the receipt provided. The transmission fluid flush in the manual referenced is defined as drain and refill of transmission fluid which the shop confirms was done prior to the recommended milage.Additionally, I do have records of regular ongoing maintenance on this vehicle and it was inspected just a few months ago (document attached) and I paid out of pocket in full for a repair to the power steering steering because the claim for that was also denied despite it being a covered part.The company (Endurance) has shown a breach of the duty of good faith and fair dealings in their contract with me and I would like a full refund since no claims have been paid on this contract and from all indications they have a record of avoiding fulfilling their end of a contract which I paid for in full.
Sincerely,
*******************************Business Response
Date: 11/12/2022
Per our earlier response, the vehicles maintenance requirements had not been met. The documentation provided by the consumers repair facility shows that the transmission fluid was drained and filled. Draining and filling the fluid is not fluid replacement as old transmission fluid remains throughout the transmission. For the transmission fluid to be replacedthe procedure described in the owners manual calls for
To thoroughly flush the transmission, the technician should drain and refill it with ***** ATF-Z1 (Automatic Transmission Fluid), then drive the vehicle for a short distance. Do this three times. Then drain and refill the transmission a final time.
We appreciate the opportunity to clarify this for the consumer.
Regards,
Endurance ResolutionsCustomer Answer
Date: 11/21/2022
Complaint: 18303961
I am rejecting this response because: the business has not provided any service on the contract and it is clear they are unethical and have no intention to do so - their service is deceptive. My request for a refund has not been addressed and at this point that appears to be the only recourse.
Sincerely,
*******************************Initial Complaint
Date:10/24/2022
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.
The date of this Transaction Took Place September 12, 2022. I turned my car into a transmission company and the transmission company reached out to endurance since September 12. Ive waited for someone to contact me. No one has contacted me every time I called I was transferred every single time, I was also yelled at and I was hung up on my adjuster never called me for 30 days. I also have been charged $50 every day that car has been sitting at the transmission company at $550 in a hole which I cannot afford. The company stated that they will provide me with a rental car for the labor hours that it was in the shop. I have been spending my own money since September 12 I have racked up $1800 in rental cars and they stated that they would not cover or pay for that rental, my car is still sitting at the transmission company Today is October **************************** on the update of my car. I am needing help. This company has taken my money and has not contacted me nor help me through this entire process after losing my mom to cancer a week ago I am mentally exhausted I walk 7 blocks to take my kids to back and forth to school. All Im asking is for help and to be acknowledged as a client. Please helpBusiness Response
Date: 11/03/2022
Endurance is simply the selling agent for this contract. The consumer's contract is administered by **************. This means that Endurance plays no role in the administration of claims. ************** is responsible for the approval or denial of claims. The consumer has been in direct contact with ************** regarding his claim and we encourage the consumer to direct all claims-related concerns to **************. Endurance is not authorized to respond on behalf of **************.
Please forward this complaint to **************:
https://www.bbb.org/**/**/**********/profile/auto-service-contract-companies/**************-0875-90345937Regards,
Endurance ResolutionsInitial Complaint
Date:10/24/2022
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 signed up for an extended auto serice warranty with Endurance. They told me when I signed up that it would cover suspension parts like my rear shocks, (my old Cadillac had a similar issue which was expensive, so I wanted to make sure it was covered when I signed up). About 4 or 5 months later, my newer Cadillac Escalade EXT had the same problem, so I took it in for repairs. The repair facility submitted a claim and didn't get a reply, so I called, they said they had not gotten a claim, I went back to Pioneer Automotive, they said they had submitted it. The next day I called Endurance and went over it again, same results, the next day Pioneer called Endurance again and they said it was denied (so Endurance never replied to the requested claim, Pioneer only got the information because they called again, meanwhile I was without my car for days because Endurance just simply ignored or refused to do ANYTHING). I called Endurance and they said they don't cover those parts. I want a complete refund. They said I would have to get a request to cancel notorized, I tried to print out the form they sent (it is corrupted, I get wierd symbols when I print it out and I tried many times waisting a LOT of ink), I have been on hold with them again for over 42 minutes now. These people seem to be scammers or corrupt, NOT HAPPY.Business Response
Date: 11/01/2022
Thank you for bringing this to our attention. Upon receipt of this complaint,Endurance reviewed the call in question. The review confirmed that the representative accurately represented the coverage level at contract purchase.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: 11/04/2022
Complaint: 18253000
I am rejecting this response because: They sent me a check for only about 1/2 of what I paid. Again, I want a complete refund of all monies paid to them. When I signed up I specifically asked About the suspension coverage as my older Cadillac had the same issue. The agent said it WAS covered. That is why I signed up with them. When I had the issue with my newer Cadillac, they said it isn't covered, I consider it misleading or fraud. I WANT A FULL AND COMPLETE REFUND.
Sincerely,
***************************Initial Complaint
Date:10/21/2022
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 an extended warranty for my 2015 ******* ******** They assured me I was covered!! My ******* was towed to the nearest dealership when the transmission locked up. This horrible warranty company came up with 2 different reasons, at 1st, to not cover it. They actually said that a part inside the transmission is not a lubricated part! You can see the lubrication on the picture! They then said they were sending an inspector out. Then they changed their story... they stared that a tech said that an actuator caused the failure and the actuator is not covered so the rest is not covered. They were no longer sending an inspector...This car doesn't even have an actuator! I was persistent and had the dealership call them again and straighten the verbage out. The warranty company decided to send an inspector out again. (The car has been at the shop for 2 weeks at this point) I was hopeful. NOT! The new story is they are not covering it now because supposedly the failure was caused by a speed sensor! This company is a complete joke! Not to mention the 1st time I called to get the situation clarified, I was hung up on for stating that I hadn't finished my sentence yet! Also... lo and behold.. The speed sensor is not even located in the transmission!Business Response
Date: 10/31/2022
Upon receipt of this complaint, Endurance's Customer ********************** Manager attempted to contact the consumer in order to address their concerns. At this time we are requesting the consumer to reach out to Manager *** at ************.Customer Answer
Date: 11/02/2022
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.
Sincerely,
***************************Initial Complaint
Date:10/21/2022
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 have filed a claim that was denied. My paperwork and contract says the "Electronic Shift Control Unit" is covered. The part that serves the function of the electronic shift control unit, is called the Transmission Control Module on my specific vehicle, a 2009 Chevrolet Suburban. I have researched this myself and verified with my repair facility that this is true. The warranty company refuses to cover this part, or explain to me what the electronic shift control unit is on my vehicle. I called and spoke with an adjuster who read me the definition of both, which served the same function. When I asked her to repeat it so I could write it down, she refused to do so. I feel like their contract is designed to scam people such as myself.Business Response
Date: 11/01/2022
The contract purchased by the consumer is a stated component coverage. This means all eligible parts and components are listed by name in the schedule of coverage found in the contract. Any part not listed is not eligible for coverage.
Currently, an Endurance manager is working with the consumer to clarify the claims' details.Regards,
Endurance ResolutionsInitial Complaint
Date:10/21/2022
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.
***Warning DO NOT PURCHASE ENDURANCE CAR WARRANTY****1.$4338.00 cost of Endurance Warranty 2012 Jeep Grand Cherokee Policy# EADV36109162 VIN # ***************** Our 1st Claim 10 months into contract ENDURANCE tried to kick our policy to the curb stating incorrect mileage entry on a Car fax report from an oil change. What? A wrong Car Fax report I supplied all documents to show they were wrong.. then they said I was good to go on the Car repair. Next it took 9 days for an inspector to come out inspect the Jeep then upload report to claims.. I have also incurred $315.00 in Rental fees... from Hertz Per the contract from Endurance Rental limits are 5 days at $30.00 $150.00 but guess what denied!The Front Right Air Strut OEM part is $2400.00 for our Jeep Grand CHEROKEE . Our Jeep was at ************************* dealership in ***** *******. I Highly recommend them .. ENDURANCE also was a cause of collateral damage . Our Jeep tied up a mechanics bay as it was ripped apart he lost repair monies and quit. we have every receipt since 2012. ***** our Jeep has been meticulously taken care of and serviced since it was brand new on the road back in 2012I had to pick up our broken Jeep not fixed after 9 days The price of $643.36 at the time is what ENDURANCE was willing to pay the $1700.00 difference from the Air Strut is Self Pay. I called Endurance this morning day 10 to find where I should take our Contracted Jeep and who will honor Their price. I was told from a scripted read off the paper to take it to any shop Then the *** told me my claim was denied and closed as the Dodge dealership did not honor their price I didn't close the claim ENDURANCE did! OUR car is still broken .. during the 9 days I've been told that 2 different supervisors were going to call me back didn't happen I asked to speak to the claims review department not allowed ************ has deceptive safe guards against the consumers to make upper Mgrs. unreachable.Business Response
Date: 11/02/2022
Thank you for bringing this to our attention. A manager from Endurance reached out to ************** regarding the situation and is assisting the consumer through the claims process. Endurance apologizes for any frustration this may have caused.
Kind Regards,Customer Answer
Date: 11/07/2022
Complaint: 18295708
I am rejecting this response because:
This is over a month with a simple repair that is not fixed yetI'm in a 3rd shop now let's see how this goes it still won't be repaired this SHOP has to call in to claims for the 3rd time
I'm 45 minutes away and 35 miles each way
Their deceptive must cease and Desist
to protect any other consumer...
*********************
************
*********************Customer Answer
Date: 11/09/2022
Complaint: ********11/7/2022 RE: BBB Serving ******* and Northern ******** Complaint #******** ********************* 2012 Jeep Grand Cherokee ******* Attorney General consumer ************** RE: CIC 22-012257 / ENDURANCE WARRANTY SERVICES LLC This problem has not been resolved going over 1 month for a simple Auto Repair. On Monday Nov 7th at 9:30 I have a 3rd Auto Shop to re- Diagnose the Air suspension Air Strut problem for the 3rd time.******************************* from Endurance's resolution department found a shop that could possibly work with their program .The deceptive advertising and practices of this business still continues. Bring your car to any ASE certified shop pay your deductible $100.00and get you back on the road. Not true I'm onto the 3rd shop with an unsafe car.. not repaired over a month does this sound reasonable?Our Jeeps issue continues of The air suspension issue just like day 1 nothing has changedWhen the failure light 1st came on I went t to ************************* in ***** *******. The Jeep Sat there for 9 days. Endurance has been in the business long enough to know the Dealership only puts in OEM parts . Not only multi parties lost time, money and the dealership incurred loss of an employee the mechanic quit as my Jeep Sat ripped apart on 1 of his lifts 9 days yes 9 days..I was in a rental car with $315.00 ******************* incurred by me.from Endurance business practice. Endurance uses aftermarket parts prices, rates..I don't have a problem with that. When I ask numerous CSR AT Endurance as to where I should take the Jeep that could get me on the road. The same scripted response was take it to any ASE shop.Again not true falsehood Deceptive Business practices. So I went youre their Web site as to shops in my area I went to Sun devil auto a recommended shop by Endurance only to find out that Endurance is denying the claim again 2 different Auto Repair facilities diagnose the problem of the Air Suspension and compressor. I asked ******************************* why Endurance has denied the compressor part of the repair. The claims department that consumer are not permitted to speak to statedthe compressor is a continued use item really ! So I'll have to pay for it really. Come on this just isn't right. So I ask how would the average consumer like me respond. This is Deceptive, dishonest company that their business practices is not trying to help the consumer. The do just the opposite..From the very beginning Endurance tried to shake my claim. I had to prove to them that they were wrong with a in correct mileage entry from an oil change from a car fax report What Really I've researched this business practice from Endurance. So many registered Consumer complaints just on this 1 issue alone Endurance 1st shake loose the consumer on ********* Changes mileage from Car fax oil change Report. So now I Sit as I'm wiring this at Ace Performance Automotive in ******* ******* 45 minutes away and 35 miles each way.. it's bit even going to be fixed today. The shop asked me how long it will take for your parts to get there? IDK What if the don't fit? IDK WHAT if it needs something else? IDK What if your parts don't match up? Thank you again I'm including this picture sitting in my car from today its the same warning light that popped up when I immediately took the proper step to get it serviced way back On Oct 5th at ***** Dodge.... it's just inconceivable that any normal consumers would have to jump through so many hoops to get a simple repair completed. So please let the claims depart no that if this Jeep needs other parts to get this 1 repair resolved its on you and your contract I fulfilled my obligation to safe guard any an all further damage to my vehicle Endurance has failed on their part to make my family safe and whole All parties know:1. BBB Serving ******* and Northern Illinois Complaint #******** ********************* 2012 Jeep Grand Cherokee 2.******* Attorney General consumer ************** RE: CIC 22-012257 / ENDURANCE WARRANTY SERVICES LLC The out come desired is for This is a simple repair to be completed In the **************** Endurance warranty shall not be allowed to To do business and protect our ******* residents from deceptive advertising and business practices and an immediate cease and Desist order to save my fellow Arizonians from this ************************************* ************ ********************************************************
I am rejecting this response because:
Sincerely,
*********************Business Response
Date: 11/15/2022
Thank you for bringing this to our attention. The consumer transported the vehicle to a different repair facility, and Endurance has since authorized the front right air strut in the amount of $1,236.91. Endurance apologizes for any frustration experienced by the consumer and strives to ensure that all of our customers receive excellent service.Customer Answer
Date: 11/21/2022
Complaint: 18295708
I am rejecting this response because:See attached letter
My Jeep is not fixed 1 out of 3 parts needed doesn't get the job done
Sincerely,
*********************Business Response
Date: 12/02/2022
Upon review of the inspection, the repair facility could not provide evidence of a failure to the front left air strut, and Endurance identified no active leaks to the engine mounts. As Endurance could confirm no failure to the components, the repairs could not be authorized. Per contract Section VIII. EXCLUSIONS WHAT IS NOT COVERED:
T. For any repair or replacement of any Eligible Component if a Breakdown has not occurred
We appreciate the opportunity to clarify the details of the consumer's claim.
Kind Regards,
Endurance Resolutions
Customer Answer
Date: 12/06/2022
Complaint: 18295708
I am rejecting this response because:Hi Ketrell, As per our conversation yesterday, I went back to *** repair today and they scheduled the Jeep to come back on 12-7-22 They will re diagnose and send you the report as to the continued failure of the front End. Please inform **** your claims Adjuster God that his denial from before is not cost effective for your company........ Ketrell in your tenor at Endurance do you seriously think that we will get this repair completed before the 2 month period? I know it's not in your hands as to the process Endurance follows and protocol it employees in the completed repair process .... My question is am I going to have to experience this same process in the future if another breakdown occurs? Please let me know. So appt at the *** repair facility is 12-7-22 7:30Am. Thank you again for directing me to *** Auto as not many shops follows your program. In closing I will keep all concerned and informed Mulit State and **************** abreast of this continued Consumer situation. Thank you *********************;************ Sent from my ******** 5G Device
Sincerely,
*********************Initial Complaint
Date:10/21/2022
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 car warranty with Endurance on 04/24/2020. My contract expired on 05/24/2023 or with an odometer reading on *******. After receiving poor service and bad communication multiple times, I requested to cancel my policy on 09/02/22 with a finial odometer reading of *******. I was informed by Endurance I would receive a refund check in the mail within 6 weeks of my cancellation date. After 6 weeks passed and I did not receive a refund I called Endurance. I was told they do not have any information on my request, and they would look into this and call me back the same day. They did not call me back, so I called again the next day and was informed by Endurance they sent an email and are still looking into this. Again, they said they would call me back the same day and never did. I called a third time and requested to speak with a manager. I spoke with ******* from Endurance who stated I will not be receiving a refund, even though I did not reach my expiration date or odometer reading. I asked why I was told I would receive a check in the mail in 6 weeks if that was not true and why I did not receive a return call as stated previously. I explained I would have kept my policy being that I already paid for it if I was informed there would be no refund. ******* could not answer any of my questions. She simply stated I am not receiving a refund; I cannot get my policy back and there is nothing she can do about it. I explained to her how this seems like a scam, again she did not have a response.Business Response
Date: 11/01/2022
On 9/2/22 the consumer contacted Endurance to cancel her contract and stated that she had sold the vehicle. The consumer is eligible for a pro-rata refund after the 30th day of the contract term. After calculating the refund according to the contract guidelines, Endurance found that the refund amount was negative, and no funds would be eligible for issue. We appreciate the opportunity to address this concern.
Regards,
Endurance ResolutionsInitial Complaint
Date:10/20/2022
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.
September 29, 2022 Vehicle was towed to ************ in ******** we had them look at it to tell us that issue it had was an item covered under warranty and was told needed three Invoices of the last three oil changes in which we provided they instantly denied stating the invoices were bills not invoices and the next story of denying to cover was that the mechanic that performed the oil changes was not licensed due to that his address he uses for his Garage is the same as his residence. This guy has an inspection license and a garage with a lift, as well as several other certifications that makes him very licensed to do my oil changes as a Dealership. When I called the warranty, they made it clear that they were going to refuse coverage no matter what was proved. The vehicle warranty should have covered my tow as well as a rental vehicle while I am waiting for mine to be repaired, in which case has not been received either one. It has caused a lot of hardship and undue stress and aggravation due there not wanting to keep to their end of the bargain. They are discriminating against the mechanic of choice, but the last time they were wanting my vehicle to go to a place that was nonexistent and had less certifications when it existed than my mechanic of choice. Issue of vehicle is cam and piston not firing properly.Business Response
Date: 11/01/2022
Thank you for bringing this to our attention. A Manager from Endurance reached out to the consumer regarding the situation. The claim is currently under review by management. Endurance appreciates the consumers patience as we complete this process.
Kind Regards,
Endurance Resolutions
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