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
- 3,477 total complaints in the last 3 years.
- 1,195 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:10/05/2022
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 ran over a s**** to my front tire causing it to lose ai, took car to my car dealer to do repairs, tire had to be replaced and an alignment had to be done. When I picked up my car the dealer ask if I had a warranty on I, said yes, I paid for th services and then contacted Endurance, the told me to submit pai receipt with work order which I did in Jan. 2022. I rec'd check for 150 on 2/14/22 on tire, starred calling on alignment charge of $125, they said policy only covers $25, after 9 calls they are denying because I didn't get pre-approved.
Business Response
Date: 10/11/2022
Before any repair or maintenance work is performed, the consumer's contract requires prior consent from the administrator. Repairs or maintenance conducted without prior authorization is not covered under the contract. The wheel alignment was performed without prior authorization and was not reimbursable. On 8/30/22, the contract was canceled at the consumers request and a refund was sent on 9/29. We appreciate the opportunity to address the consumers concerns.
Regards,
Endurance ResolutionsCustomer Answer
Date: 10/24/2022
Complaint: 18170297
I am rejecting this response because:got paid for the tire but not the alignment, which I didn't get pre-approval for because I didn't know that was the process and was told on many phone conversations the $25 alignment check was in the mail. What else can I provide, all of our phone conversations would of been recorded by that company too for references. Thank you!Pat
Sincerely,
*****************Business Response
Date: 10/31/2022
As stated previously, the consumer's contract requires prior consent from the administrator. Repairs or maintenance conducted without prior authorization is not covered under the contract. The wheel alignment was performed without prior authorization and was not reimbursable. In the interest of customer **********************, ********************** will provide payment for the wheel alignment check and a check will be mailed to the consumer.
Regards,
Endurance Resolutions
Initial Complaint
Date:10/04/2022
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 this warranty a year ago after I told the guy I had bad experiences with warranty companies and he assured me I wouldn't have to deal with any bull c*** like I experienced before. I started out with 2 contracts and canceled one due to denial of the claim. I later added another truck. Then they denied the claim once again for a covered part.I called to cancel both lines before the 30 days were up. They refused to do so. When I called back they said I couldn't get my down-payment back because of *********************** s**** up. I want a full refund of all the money ive spent with them now. They are a rip-off .Business Response
Date: 10/10/2022
Thank you for bringing this to our attention. A manager from Endurance spoke with the consumer and has since resolved the matter to ********************** content. We appreciate the opportunity to address this concern.
Kind Regards,
Endurance Resolutions
Customer Answer
Date: 10/11/2022
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:10/03/2022
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.
On September 16, 2022, I called Endurance to learn about the plans they had, as they had been highly recommended. I called them and the sales agent (***********************) explained some features of one of their plans and lead me to believe that that is the plan I'd be signing up for. In that, he never explained there was a waiting period and a minimum additional miles before we'd be covered. I was also not signed up for the plan that the sales representative had told me that I was going to be getting. They charged me over $150 for this plan that does not even cover me for an additional **** miles and 30 days (which HE NEVER EXPLAINED to me). It also had NONE of the features that I needed, that I was told I'd be getting. I feel extremely lied to and taken advantage of. We have been tossed around from department to department and everyone refuses to help us. Our car was hit and we need a tow badly and no one seems to be able to want to help us.Business Response
Date: 10/10/2022
The contract purchased by the consumer is a stated-component contract. This means that the contract has a list of eligible components. Any item not on the list cannot be covered. In addition, the contract has a 30-day and ****-mile waiting period, both of which must elapse before breakdowns are eligible. Any failure that first occurs before the end of this period is not eligible.
Upon receipt of this complaint, Endurance reviewed the call in question. The review confirmed that the representative accurately represented the coverage and waiting period at the time of contract purchase. The consumer has since canceled the contract, and Endurance has issued a full refund to the consumers **** card on file. We appreciate the opportunity to address this concern.
Kind Regards,
Endurance Resolutions
Initial Complaint
Date:09/30/2022
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 called five times this week trying to reach someone to cancel this plan and one of those calls was transferred to the wrong department who couldn't transfer me back. I am very ****** off and want my money back. I paid $156.38 on 07/25/22 not the $154.45 I was told and I paid $136.38 on 08/25/22. I never saw a copy of my plan and I found better service elsewhere at much lower cost and no contract limits. I refuse to pay another dime on this planCustomer Answer
Date: 10/04/2022
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:09/30/2022
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.
On September 26,2022 i called Endurance Warranty to get a quote on Warrent for my car, at the time i spoke with ******* who gave me a quote. i told him i was still just shopping around and will call back. he told me that in order to hold onto the quote he gave me i would have to give a $100 down but not to worry because i can cancel if i found a better quote with full refund. the next day i did find something better when i called to cancel i am put on hold and no one will return my calls. when i spoke with ******* he even supposedly gave me his direct line but every time i call am transferred round and ******* does not exist. Now am getting emails on a warranty i dont want and they will be charging my credit car for this warranty i did not want and am trying to cancel before they charge me over $3000.00 for this warranty. I've tried to fix this problem on my own with no success .Business Response
Date: 10/10/2022
After receiving this complaint, an Endurance Manager contacted the consumer and resolved the situation.
Best Regards,
Endurance ResolutionsInitial Complaint
Date:09/29/2022
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 have a Superior used warranty from Oct 31, 2017 and expires 11/30/2022 with Auto Assured LLC aka Endurance dealer services. A claim was made to them for a transmission due to it slipping. They denied the claim and stated that the milage given at the time of warranty not correct (warranty says ****** miles). Warranty was done over the phone, which I asked for them to pull the call and tell me what was stated to them on the call for the milage. They said they could not and would not provide me the call. I believe they messed up entering the milage that was given to them and they won't provide me proof of the call. They stated on the phone 9/29/2022, that the warranty is not valid because they have a carfax report from Dec 2017 with millage of 56k which is about 30k difference in milage and per the contract that that voids my warranty. The miles given to the company in October 2017 was not 85k miles and believe THEY mistyped it. Also in the 19 page warranty that was given, NOTHING states if the miles are off that it voids the warranty. "Effective date and millage" for used cars says "means the date you purchased your contract and the miles on the odometer on that date". They can type in anything they want regardless what they are told the odometer reads. Nothing in the contract states if the milage on the contract is not correct that it voids the warranty. We also have many service tickets that show the milage and back in 2017, the service tickets were not even close to 85k miles. They want to now void this contract after taking over $3k and not fix a thing, and not provide me with the call recording when set up. They also put "telephone sale" as the buyer name with NO signature on contract for the persons name for payment plan. There is no reason for someone to give 30k miles more then what's on the car when dealing with a warranty company. If they get carfax as they said then they would see that in June 2017 it was ****** miles see Attachments.Business Response
Date: 10/06/2022
Thank you for bringing this to our attention. A manager spoke with the consumer and has since resolved the matter to the consumers content. We appreciate the opportunity to address this concern.
Kind Regards,
Endurance Resolutions
Customer Answer
Date: 10/07/2022
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. Please close the complaint.
Sincerely,
*************************Initial Complaint
Date:09/29/2022
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.
We had purchased an extended warranty with Endurance and was promised all the coverage since Car Shield did not cover my truck in just basics. I needed repairs and we filled a claim and then they said that they could not cover due to a mileage discrepancy so the we got the discrepancy corrected by the mechanic shop and then the adjuster then said could not cover the claim due to over sized tires in which those size tires came with the vehicle also what does tires have to do with what the claim was for? We pay money to have an extended warranty and these people at endurance have been nothing but a scam. No one calls you back they leave you on hold for hours at a time and rude reps not trying to help at all instead they try to find any reason not to cover you. We already are struggling in bills and for us to be paying for something that is a scam is heartbreaking. Please feel free to contact me or my wife for further details @ ************** or **************. We would like to file a complaint please help!Business Response
Date: 10/11/2022
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:09/29/2022
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.
Well first they sold me the wrong policy and denied a claim and told me I needed a commercial policy. I told them I wanted to cancel and they assured me the new policy would be problem free. Purchased a commercial policy from them and was told I wouldnt have any problems. Had a engine failure and was denied this claim because of a clerical error on the bill, cause it didnt have the **** I was told I cant send a updated document because it was a tampered document. They also told me that the claim was denied because of lack of maintenance. No inspection of the engine was completed. I asked for a full refund was told no. Asked about the amount of the pro rated price and they will not give a total.Business Response
Date: 10/13/2022
Upon receipt of this complaint, a manager from Endurance contacted the consumer and resolved the situation.
Regards,
Endurance ResolutionsInitial Complaint
Date:09/29/2022
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.
Had Endurance Warranty on a 2010 Infiniti FX 35. Regrettably, on July 8th, my vehicle was deemed totaled. Called Endurance to inform them of the Motor Vehicle Accident. Per the agreement, if I did use they warranty, I could be refunded. However, on July 14th spoke w/an Endurance rep whom informed me of Endurance perks. She stated I could transfer my funds over to my new vehicle once I purchase & she would cancel payments until I receive my new ******************************** would delegate my funds over once I call w/a new vehicle. Once I purchased a new vehicle, I made numerous attempts to transfer funds to new vehicle. Unfortunately, everytime I called, I was ALWAYS transferred to another department w/remaining on the line over an hour or my call being disconnected. Finally today I was able to reach someone yet they would pick up & then disconnect the call. Spoke w/4 individuals today. Twice my call was disconnected. However w/me calling back, I spoke *********** was informed my policy canceled!!! How when I was told my money would delegate over? She read to me the comments from the origin of my call which was not articulated from our original conversation. Was informed I requested a refund yet what was not informed how the rep canceled payment until I became furnished w/another vehicle. Now from *****, I was supposed to fill out a form providing mileage etc. This was not discussed. I was told I could transfer over!!! ***** told me she texted her ***************** nothing they could do. I know once you call Endurance, they inform you how they record all calls. I requested if ***** could tell her manager to PLEASE inspect the call. I was totally disrespected & now know Endurance is a scam!!! I just want my money back. I was only trying to reach out for 2 months to transfer based upon I was informed. Per *****, I stopped payment! How when the original rep stopped it. My payment was scheduled per month. My card is still the same. I just want my money back.Business Response
Date: 10/07/2022
After receiving this complaint, an Endurance Manager contacted the consumer and resolved the situation.
Best Regards,
Endurance ResolutionsCustomer Answer
Date: 10/13/2022
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:09/29/2022
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.
Be careful when purchasing this auto protection plan though Endurance over the phone. My brakes need repair and my protection plan though Endurance will not cover the brake repair because of an mileage error when i purchase their contract. I sales person told me to get the mileage of my car which I did. At that time the numbers were for the mileage were put in wrong. So when the dealership call to give the estimate for the brake repair he was told that Endurance was not going to pay for the repairs. Which I feel they should have because I pay my contract fee every month. This company had no one higher up I could talk to to get any help. Because of the mileage error which was higher than on the car I was paying more than i was suppose. So they offered me another contract with the lower mileage which is 40 dollars less each month. They said I could not claim the brake repair with the new contract. Sent me an email to apply for a loan for this repair, which I was approve for ****** but the repair cost 1,00.00. I feel I got ripped off though ENDURANCE. Brakes still are not fixed !!!!?????? I have been treated so unfaif because of your sales person on the phone wrote down the wrong mileageBusiness Response
Date: 10/12/2022
After receiving this complaint, an Endurance Manager contacted the consumer and resolved the situation.
Best Regards,
Endurance Resolutions
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