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
- 3,479 total complaints in the last 3 years.
- 1,199 complaints closed in the last 12 months.
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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:10/11/2022
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 Advantage Preferred vehicle warranty (#EADV36112013) from this company on 2/7/2022. On 2/6/2022 I called the company requesting information about their best coverage policy. To receive an accurate quote, I had to give details of my 2016 Cadillac Escalade, which included the condition of the **** odometer reading, and VIN number. However, I wanted to call other companies and compare prices, which I did. After contacting other companies, I went with Endurance due to the best price. On 2/7/2022 I purchased the policy, through financing, for $4538. I made a down payment of $226 and starting in 3/2022 I made monthly payments of $119. When I received my quote on 2/6/2022 my odometer reading was ******. After paying my monthly payments of $119 from 3/2022 to 10/2022 I had my first issue with my SUV. After calling for pre-authorization to complete the work I was informed that that was an odometer discrepancy and that my claim would not be honored. On the same day I purchased my policy I had my SUV in the shop for preventive maintenace. The sales receipt stated I had ****** miles on the odometer. The warranty company said I gave them an incorrect odometer reading. However, I did not. On 2/6/2022 I gave them the correct reading. Endurance refused to honor my policy, after collecting money on it for 7 months and I was forced to pay $1098.28 out of pocket. I am disputing this because:1. I provided the correct odometer reading 2. If the company felt they received the wrong odometer reading from carfax the same day I started the policy why not contact me for verification. Why would the underwriting ***** not request verification info? 3. *********** took my money for 7 months knowing about the error.4. Contract says "Administrator also has the right to Cancellation of this Contract" but my contract was never canceled.5. Refused to provide a refund for my contract I'd been paying on and told me either to start another policy or lose all my money.
Business Response
Date: 10/17/2022
After receiving this complaint, an Endurance Manager contacted the consumer and resolved the situation.
Best Regards,
Endurance ResolutionsInitial Complaint
Date:10/10/2022
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 September 27 I agreed and paid for a warranty policy. I paid by Credit Card $3349.00. I was told I can cancel anytime within 30 days. I have Emailed Called and texted and cannot get this cancelled. I asked them to Cancel on Sept29th thru Oct4th. I decided I did not need that type of warranty,as I was going to sell the car. Their "Floor Manager' that was put on the phone,basically told me to **** THEM!!!" I have put in a dispute with my credit card company which is ongoing.This warranty does not even take effect for 30 Days! They are not being above board when it comes to cancellations I believe this covers it.Respectfully,*****************Business Response
Date: 10/12/2022
Thank you for forwarding the consumer's concerns. On 10/3, Endurance processed a full refund to the consumer's credit card. A manager from Endurance has reached out to **************** and confirmed his refund has been processed. We appreciate the opportunity to assist the consumer.
Best Regards,
Endurance
Customer Answer
Date: 10/14/2022
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:10/09/2022
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.
Policy " EVPU6138061-Please see letter sent to the President of Endurance which explains the issue. Endurance has sent ** a "goodwill" check for $420.00 which is unsatisfactory. Attached you will find the Contract, Invoice from Enterprise for car rental, Bill for auto repair, Carfax along with odometer reading, date on Carfax was date title was filed with the mileage from the sale date and the odometer reading the day after car purchase date. This "covered" repair cost us nearly $5200.00! This was the rental fee plus additional cost on the car repair that Endurance would not cover. If additional information is needed, please advise.Business Response
Date: 10/19/2022
On 5/11/22, the consumer purchased a service contract and reported the vehicle's mileage at the time as ******.
On 7/20, a claim was filed under the contract. As part of the normal claims process, a vehicle history report was acquired, which showed a reading of ****** miles on 7/18/22. The consumer then submitted documentation to rectify the mileage concern. Endurance subsequently authorized repairs in the amount of $5,322.53.
Under the contract terms, a rental benefit is provided up to a maximum of $30 per day and a maximum of $150 per authorized repair visit. Endurance issued the contract's maximum payout of $150.00 for rental reimbursement to the consumer.
During the claim, a clerical error caused a delay in claim processing. In the interest of customer *********************************** issued the consumer a goodwill check in the amount of $420.00 to account for additional rental during the delay. We appreciate the opportunity to address this concern.
Kind Regards,
Endurance Resolutions
Customer Answer
Date: 10/21/2022
Complaint: 18187283
We are rejecting this response because: It was due to Endurance's incompetence with the interpretation of the documentation which caused the unreasonable delay as expressed in our letter to the President. The title was filed in July with the appropriate mileage that existed when the car was purchased. I repeated told the representatives that this was the case and provided the actual odometer reading. It is because of them that we incurred the outrageous cost for a rental vehicle and they never informed us that they contracted with the rental company which would have reduced costs! They should not be allowed to do any business because they lack any knowledge or common sense. They need to acknowledge their fault and provide adequate compensation for this issue. Please read my letter to the President which provides great detail. Thank you.
Sincerely,
Amber/*******************Business Response
Date: 10/28/2022
To account for the delay of the claim from a clerical error, Endurance issued the consumer a goodwill check in the amount of $420.00. Endurance strives to ensure that all of our customers receive excellent service.
Kind Regards,
Endurance Resolutions
Customer Answer
Date: 10/29/2022
Complaint: 18187283
I am rejecting this response because:They gave the same response to my previous appeal. Again, due to Endurance's incompetence with the interpretation of the Title documents caused an unreasonable delay resulting in the high cost of a rental vehicle. And Endurance never notified us that we could have obtained the rental vehicle at a reduced cost. Please see my letter to the President which explains the entire situation. The Title was filed in July with the appropriate mileage that existed when the car was purchased. I repeatedly told this to the representatives and even provided a picture of the odometer reading! They need to provide adequate compensation for their incompetence. Adequate reimburse would be $3000.00.
Sincerely,
Amber/*******************Initial Complaint
Date:10/08/2022
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 this auto warranty after taking my car in for service it developed a condition where the valve seals started leaking endurance refused to pay to have it fixed saying that it is normal wear and tear and they dont warrantee anything thats normal wear and tear which I dont understand because everything on a car is normal wear and tear as the mileage goes up they refuse to answer callsStay away from this company its a scam they wont give a reason why do you why its denied or so they say they have to speak to the dealer or the mechanic Im very bad company to deal with the situation has not been resolved and the repair will cost me $3500 out of pocketBusiness Response
Date: 10/13/2022
We appreciate the consumer reaching out to us for assistance. An Endurance Manager contacted the consumer and resolved the situation.
Best Regards,
Endurance ResolutionsInitial Complaint
Date:10/07/2022
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 services they keep denying are covered and they refuse to fix it. When the mechanic refuted their reason for denial, they wanted him to take the engine apart to find a new reason to deny but will not pay until he did. But, they were not gonna pay the mechanic for taking it apart if they decide to deny it either way.Business Response
Date: 10/17/2022
On 7/12/22, the repair facility filed a claim under the contract. The repair facility reported no oil or compression in the vehicle and identified several diagnostic trouble codes relating to cylinder misfires. Endurance requested documentation to verify that the manufacturers maintenance requirements were met and dispatched an independent third-party inspector to confirm the repair facilitys findings.
Upon review, the inspection report identified light, short-term seal leaks in the vehicle, and severely low engine oil on the dipstick. Endurance denied the repairs to the leaking seals as seal and gasket failures are not eligible under the contract as standalone failures unless specifically listed. As the engine had no oil and fluid levels were not maintained, repairs could not be authorized, and Endurance excluded the repair per the Exclusions section of the contract, which states
J.Any Breakdown caused by failure to maintain proper levels of lubrication
We appreciate the opportunity to clarify the details of the consumer's claim.
Kind Regards,
Endurance Resolutions
Initial Complaint
Date:10/07/2022
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 contacting them for a Several days and still no response from them.Business Response
Date: 10/11/2022
We apologize for the difficulty the consumer experienced in trying to reach us. High call volume has caused longer hold times than usual. The consumer was able to reach us before this complaint and his contract has been canceled and a refund issued.
Regards,
Endurance Resolutions
Initial Complaint
Date:10/07/2022
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.
My vehicle is in need of a repair that is covered under a warranty I purchased from this company. They have agreed that the part is covered under the warranty, but are refusing so agree to pay for the work. They are prolonging the work due to what they are claiming as exercising their right in the contract to inspect through a third party and authorize a tare down. The vehicle has now been in the shop for 8 days. I have allowed them the time for their due diligence as stated in the contract and this has now become a deliberate drawn out process that is putting my well being and health at risk as I have been stranded away from home for over a week. This is my final attempt to allow them to correct what is wrong and fulfill their obligation under the contract before I seek litigation.Business Response
Date: 10/11/2022
After receiving this complaint, an Endurance Manager contacted the consumer and resolved the situation.
Best Regards,
Endurance ResolutionsCustomer Answer
Date: 10/17/2022
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:10/06/2022
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.
My mechanic filed a claim for a broken turbocharger which I paid the surcharge for. The broken turbocharger bearings were toast which caused other damage to the blades and other parts of the turbo. This is an internally lubricated part which is listed as covered under my warranty and I confirmed with a rep that I did pay that surcharge for turbo coverage. The inspector never even went to the shop to actually inspect the repairs. The rep that I spoke to in the claims department was very rude and said if I didn't like her answer I could hang up and it wasn't her problem because she was getting off soon. This is completely unethical and goes against my warranty directly. Do not trust this company.Business Response
Date: 10/18/2022
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:10/06/2022
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 purchase the Endurance insurance and I need a new replacement muffler. They stated its not covered. I also have a check engine light on my engine (2011 Scion TC) which popped on connected to my fuel system. I contacted Endurance ***************** and they stated its not covered.Business Response
Date: 10/18/2022
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:10/06/2022
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 canceled my Service Contract with Endurance on 8/16/2022. I traded my car in on a newer one. I called on 9/22/22 to check the status of my refund, was told it hadn't been processed yet, she would email the department and get back to me the following Monday afternoon. I received no call, so I called again on 9/26/22. Was told the same thing as the first call. Called AGAIN on 10/3/22, still hasn't been processed and the woman was emailing the department again with urgent on it, told me to call towards the end of the week. Called today, 10/6/22 and it still hasn't been processed! She's emailing the department again with urgent in the subject. The contract says when you cancel it can take UP TO 6 weeks to receive your check. Well six weeks has come and gone. I just want what I'm owed.Business Response
Date: 10/13/2022
Thank you for bringing this to our attention. Upon receipt of this complaint, a manager from Endurance contacted the consumer and Endurance will expedite the consumers pro-rata refund to the address on file. We apologize for any inconvenience this may have caused the consumer.
Regards,
Endurance Resolutions
Customer Answer
Date: 10/14/2022
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 am expecting my expedited check to arrive Saturday via ****** according to the tracking number provided.
Sincerely,
*************************
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