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

  15455 Dallas Pkwy STE 600 Addison, TX 75001-6760

• 

  Endurance Automotive Services Department

  6400 Pine Crest Dr Ste 400 Plano, TX 75024-2959

• 

  Endurance Automotive Services Department

  6400 Pinecrest Drive, Suite 400 Plano, TX 75024

• 

  Endurance Warranty Services LLC

  27201 Puerta Real Ste 410 Mission Viejo, CA 92691-8539

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:10/20/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been Paying for this insurance while my car has been in a dealership parking lot waiting for an inspector for a year now. I have continuously try to do it on my own and call the third party claims service they use. They have been inconsistent, ignoring my calls, constantly saying that theyre not gonna cover certain items when it is on the contract. I have lost my job due to this incident. I am continuing *** losing money because I am being offered superintendent jobs that I am unavailable to take because I have no vehicle. They have been fighting me to the nail to get things done and I have been calling them constantly and with no results to show for it.

  

  Business Response

  Date: 10/25/2022

  Endurance is simply the selling agent for this contract. The administrator is DKP *************** **** ***** ************* Direct. This means that DKP *************** ****?is responsible for the approval or denial of claims, and Endurance plays no role in the administration of claims.? 
  
  Please forward this complaint to DKP *************** Inc: 
  DKP *************** **** [***** ************* Direct] (https://www.bbb.org/**/**/*********/profile/warranty-plans/**********************-0613-90020954)

• Initial Complaint

  Date:10/20/2022

  Type:Product 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 9/13/22 got my car towed to ********** to get looked at had problems starting 9/14 was told was starter and a larger electrical Repair related to a fuze or relay 9/15 i was told the real problem was the engine was blown engine due to "internal failure" requested the warranty company look at my vehicle to see if i can get it covered 9/16 i was notified my request was being denied because a lack of service records at villa park ***** and a oil filter that looked old and was "collapsed" Was requested to get a receipt for a oil change(by both my service rep and the warranty rep) to prove maintenance on vehicle for claim to be reviewed 9/20 i provided dealership with oil receipt from ********** proving i had paid for the oil and filter on my vehicle to be serviced, on the same evening i was notified 9/21 i walked into the dealer and told my story the the gm who didnt seem happy to hear it it was resolved with a "this isnt the first time we have dealt with this have ***(service manager)email the rep" 9/23 i was notified that the rep emailed back the same thing as my 2nd denial, i left a message for the gm to contact me i needed to talk to him about my predicament To date i have no accurate record of what cause a physical hole to be put into my engine ruining it, all i have is oil and a filter removed and a accusation that i was neglectful, refusing to acknowledge my receipt. In my eyes it is deceptive and fraudulent to reach a conclusion that i am neglectful without acknowledging evidence that your own representative consulted me on providing. Ive been told it was due to my oil levels which i find hard to believe because they pulled the oil and was only low a quart of oil after a physical (about hand/fist sized) hole was created due to "internal failure" that has yet to be determined. Im being given the run around repeatedly by a company not wanting to honor our agreement and am seeking at least a refund for the services you refuse to provide

  

  Business Response

  Date: 11/01/2022

  We appreciate the chance to resolve this matter.  A manager from Endurance has reached out to the consumer and is assisting the customer with a matter from a previous repair to help resolve the issue. 
  

  Best Regards,
  Endurance 

  
  

• Initial Complaint

  Date:10/20/2022

  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 put in 2 claims with endurance One entailed a joint and an axle (august/sept)The second claim entailed motor mounts and my steering rack All of the claims were denied except the motor mounts. I have been given different reasons for the axle and joint at different times. One reason was continued use..when I heard something in my wheel I brought the car in so I am not sure how that would work I could see if I brought it in and declined to do the repairs but that is not at all what happened Then I was told it was based on a failure of a seal or gasket. I brought the car to ***** to have a full look over of it They saw the axle issue and saw that my steering rack needed replacing as did 3 motor mounts My car had to stay at ***** over a holiday weekend as there was an appraiser coming out to look at the car from endurance I was told to have the service advisor talk with the adjuster about the joint and axle issue Someone came and took pictures of my vehicle that Tuesday I was then told that this was just someone who takes photos, the adjuster can be reached by phone Endurance was called by the service advisor and the adjuster still has not returned a call. I called endurance and found out the motor mounts were covered but nothing else as they all were considered seals/gaskets I had the service advisor call again and the motor mounts had to be ordered so my car still sits at *****. There has been such a delay from endurance not calling the advisor back. Today I was told that everyone there that answers the phone are adjusters. The adjuster I spoke with said that everything that was denied was denied because it was caused by a failure of the seal or gasket but could not explain how she knows that the seal or gasket failure came first. I asked over a week ago for an email of my contract that they claim has it spelled out about this seal/gasket issue. I havent received it. I asked for the denials in writing, the adjuster said they dont

  

  Business Response

  Date: 10/26/2022

  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 ************. 
  
  

• Initial Complaint

  Date:10/19/2022

  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.

  Purchased this warranty from Endurance on our 2015 Jeep Gran Cherokee SRT (contract # EADV16074241). During this purchase we stated that we wanted the BEST warranty for this vehicle. Well every time this vehicle has been to the dealership we are paying out of pocket. One item the warranty paid partially on something but said the remainder wasn't covered which didn't make any sense because the repair was to the same component. For that visit we had to paid out of pocket almost $400.00. Every time we call we are placed on hold and transferred to another department and all we hear is music and no one responds. We leave a name and call back information and still no response. We are currently paying $134.25 a month for this warranty to get nothing in return. Every time we call in we stated that "we want the best warranty that you offer" the rep said "we gave you the best warranty for that vehicle". Well it's not the best warranty for that vehicle because you don't cover anything and that's not what we requested. We requested 'the best warranty you offer" which means just that. We want the best warranty you offer regardless of the vehicle. I truly believe this company should be investigated for deceptive sales practices. You sold us a defective warranty based on what you thought was the best warranty for the vehicle and didn't listen to us the customer when we said "we wanted the best ********************** you offer" regardless of the vehicle type. This is truly my last resort because no one from this company calls back and I truly feel that they are avoiding us. You didn't avoid us when you made the sell and you get paid each and every month for a product that was misled to use when purchased. I need a resolution to this issue asap. This is truly unprofessional how you treat your customers and it's down right unacceptable.

  

  Business Response

  Date: 10/27/2022

  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

   
  Complaint: 18247143
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Due to the lie that was typed Im rejecting this response. However I will call you since you never called me. 

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18247143
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  *My name isnt *********************************** and this isnt my complaint* can you please send me the correct complaint that has the name *********************** attached to it. 

  Best Regards,

  Mrs. **********************;

  

  Business Response

  Date: 11/17/2022

  After receiving this complaint, an Endurance Manager contacted the consumer and resolved the situation.
  

  Best Regards, 
  Endurance Resolutions
  

  
  

  Customer Answer

  Date: 11/18/2022

   
  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:10/19/2022

  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.

  On July 7th 2022, my vehicle was towed to the *** dealership due to multiple mechanical failures Including ************************ Steering and water Axillary Water pump.Since I wanted my new vehicle to be fully covered in case mechanical failures occur, I ended up purchasing two service contract with different type of coverages available. Carshield / Endurance. After the diagnostic was completed, the dealership reached out to Carshield to file a claim for the faulty components. Carshield agreed to for the Front Differential then the dealership reached out to Endurance to cover the other faulty parts.Since then, Endurance still hasn't responded back to me in regards to the other part that needs to be replaced. In the beginning, ********* denied the claim unfairly, however after a few clarification Carshield agreed to be liable for the Front differential. Since July, I have been waiting for Endurance to reach out to me regarding the repair authorization for the Power Steering and Axillary Water Pump. I have already notified Endurance that Carshield has already taken care of the Front Fifferential I have already sent all documents requested by Endurance in order for them to move forward with a claim. However, everytime I call Endurance they say that the Claim is under review and waiting for the assigned adjuster to take a look. My Endurance service contract is active and it has been 4 months already since claim was made.

  

  Business Response

  Date: 10/27/2022

  Upon receipt of this complaint, Endurance ***************** reopened the claim for review.At this time, Endurance is requesting additional diagnostic information from the repair facility, and a manager from Endurance informed ************** of the review outcome. We appreciate the opportunity to assist the consumer.
  

  Kind Regards,
  

  Endurance Resolutions

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18192000
  
  I am rejecting this response because:

   

  I final decision from endurance before Claim was denied could has been made 5-6 month ago when the claim was file. However, long time ago when I called to cancel the policy, cancellation department did not let me. They were saying that claim was under review and additional documents needed to submitted even though I have already submit like five documents that were required. I have been calling for months looking for answer, however they were giving me fake updates information just to keep my policy active. Every billing months I had no clear answer it cost me $375. Monthly payments. I would ask for a full refund. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/11/2022

  Thank you for bringing this to our attention. A manager from Endurance spoke with the consumer and has since resolved the matter to their content. We appreciate the opportunity to address this concern.
  

  Kind Regards,
  

  Endurance Resolutions

• Initial Complaint

  Date:10/19/2022

  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 bought this policy on August 31 and after my waiting period of 30 days and ********************************************* the transmission so I quickly took it to a ****** dealership where they did confirm transmission failure. They made a claim with endurance and the adjuster came out and after confirming it they didn't want to pay for the repair saying that it's was only 7 days after the waiting period this happened so therefore it was a pre existing issue. ****** service department disagreed and said it was not a pre existing issue and rather it just happened since you won't be able to drive over 1k miles in this condition. When I bought the policy the supervisor told me no matter what even if something happens 1 day after the policy kicks in I will be covered on everything that was discussed engine transmission etc. They're scammers claiming they're number one in the nation and pay out for claims. They deceived me and took my money and wasted my time. The ****** service department told me that I'm 100% right and that this was not a pre existing condition. Do not buy your warranty through them they will take your money sell you a dream and decline your claim.

  

  Business Response

  Date: 10/30/2022

  Upon receipt of this complaint, an Endurance manager contacted the consumer to discuss the claim details. Currently, we are working with the consumer to find the appropriate solution.

• Initial Complaint

  Date:10/19/2022

  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 Wednesday October 19,2022 I was informed by jaguar that Endurance denied my warranty claim. After speaking with jaguar and Endurance, I found that Endurance adjuster made several false statements to me and to the jaguar service department. And they refuse to pay my claim.

  

  Business Response

  Date: 10/28/2022

  Upon receipt of this complaint, an Endurance manager contacted the consumer to discuss the claim details. Currently, we are working with the consumer to find an appropriate resolution.

  Regards,

  Endurance Resolutions

  

  Business Response

  Date: 11/21/2022

  On 10/19/22, the consumer's repair facility filed a claim under the consumers contract. The repair facility reported that the vehicles air conditioning compressor was leaking from the front seal, it was very low on freon, and had no outlet pressure. The facility recommended that the compressor be replaced. The facilitys representative stated that the cause of the failure was a leak from the front seal. The claim could not be authorized as the consumers stated component contract does not provide coverage for seals and gaskets as stand-alone items.

  An Endurance manager has contacted the consumer to discuss the claim outcome. Despite the facility's findings, the consumer disagrees. Endurance remains open to review of any new diagnosis. As of today, no new diagnosis has been presented for review.

  Regards,

  Endurance Resolutions

• Initial Complaint

  Date:10/19/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called them and thought I was talking with a different warranty company. I signed up and realized this was not the company I wanted to sign up with. I called them 15 minutes later to cancel and no one answered the phone. I have called several times.

  

  Business Response

  Date: 10/26/2022

  Thank you for bringing this to our attention. A manager from Endurance spoke with the consumer in response to their request seen above. ************************ has since opted to keep the policy with Endurance active. We appreciate the opportunity to address this concern.
  

  Kind Regards,
  

  Endurance Resolutions

• Initial Complaint

  Date:10/19/2022

  Type:Product 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.

  Customer Rep. from ********************** made us think we were talking similar company we were already with saying that our plan was about to expire and if we didn't renew that day we were going to get an increase if we decided later to renew. Later that day I noticed where two payments were taken out from my bank account and was told it wouldn't start coming out until November. I called and found out we were mislead, and this was an entirely different company from ours. They fraudulently told us misinformation trying g to sell us their product. I spoke with an extremely rude Floor Mgr., ***********, he was yelling and screaming at me trying to make me keep Warranty, and told me I need to listen to him being very rude and demanding. I told him what was done to us, he said he had nothing to do with that, we need to think about keeping their service. He still was refusing to refund and credit $139.12 back to my bank account. My husband called, got same run around. All I want is my refund back. I would never deal with a company like this. I hope I don't have to seek counsel. Stop trying to make me keep service that I don't want!!

  

  Business Response

  Date: 10/25/2022

  Thank you for forwarding the consumers concerns. An Endurance manager contacted the consumer and confirmed the receipt of a refund and the cancellation of the contract. Endurance regrets the frustration caused by this and appreciates the opportunity to assist the consumer.

  Regards,

  Endurance Resolutions

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18244475
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:10/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car warranty from Endurance in July 2022 for my Infiniti. In October, I started having transmission problems and took it to a mechanic. The mechanic confirmed that the transmission needed to be replaced and contacted Endurance. I then had to contact Endurance for follow-up. When I contacted Endurance, they stated that they would not be honoring the contract because my car (which was purchased used in 2016) was previously a buy back/ lemon in ********** due to a safety issue (I.e air bag recall). In case you are not familiar, ********** laws are very lenient in allowing buy backs for basically any reason. The buy back had nothing to do with the transmission or ANY mechanical issues. There is NO language in the contract stating that buy backs/ lemons are ineligible and, when I gave the company my VIN number when purchasing the contract, the agent never informed me that my vehicle would be ineligible for any repairs. Obviously, I wouldn't have purchased the warranty if that was disclosed. The exact wording in the contract for an ineligible vehicle is: "any vehicle that has been issued a restricted title, including but not limited to: gray market, total loss, salvage/ refundable, salvage theft, assembled, dismantled, scrap, fire, flood, physical damage, saltwater, frame change, motor change, body exchange, junk or parts only." NONE of these apply to my vehicle; my title is completely clear- no restrictions whatsoever. But the account manager refuses to honor the contract and pay my claim. And she refused to give me any options to appeal this decision, saying she was the final decision maker.

  

  Business Response

  Date: 10/28/2022

  On 10/18/22, a claim was filed under the contract. As part of the normal claims process, Endurance acquired a vehicle history report. The report showed a title branded as buyback/lemon. Vehicles with this brand are not eligible for coverage under the contract terms, which states
  
  XI. INELIGIBLE VEHICLES: The following Vehicles are ineligible under this Contract:
  
  C. Any Vehicle that has been issued a restricted title, including but not limited to: gray market, total loss,salvage/refundable, salvage theft, assembled, dismantled, scrap, fire, flood,physical damage, saltwater, ************, motor change, body exchange, junk or parts only.
  
  As the vehicle is ineligible for coverage, Endurance will issue a full refund of $477.53 to the consumers **** card on file. We appreciate the opportunity to address this concern.
  

  Kind Regards,
  

  Endurance Resolutions

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18243091
  
  I am rejecting this response because: First of all, a buyback for a safety recall is not the same as a restricted title. My vehicle does not have a restricted title at all; if it did, I would not have been able to get a bank loan for it. None of the things mentioned under restricted title apply to my car. In reading other complaints against Endurance Warranty, it seems evident that they will find some reason or another to reject my claim.  I have taken further action in reporting my complaint to the state licensing board and will make sure that my friends and family are aware of mine and others' experiences so that they don't make the mistake of buying a warranty from Endurance.

  In response to Endurance that they are processing a refund, as of today's date (11/2/22), I have received a total refund of $134.29, which I received on 10/30/22.  I have not received the total refund that they offered in their response to my complaint.  

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

  

  Business Response

  Date: 11/11/2022

  The vehicle is ineligible for coverage. Regarding the refund, Endurance and the finance company, Mepco, received funds from the consumer. Endurance refunded the down payment of $134.39, and Mepco returned $343.14 from monthly payments. We appreciate the opportunity to address this concern.
  

  Regards,
  

  Endurance Resolutions