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

  6860 Dallas Pkwy Ste 200 Plano, TX 75024-4242

• 

  Endurance Automotive Services Department

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

• 

  Endurance Automotive Services Department

  6400 Pinecrest Dr Ste 400 Plano, TX 75024-2963

• 

  Endurance Automotive Services Department

  15455 Dallas Pkwy STE 600 Addison, TX 75001-6760

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:09/29/2022

  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.

  I purchased warranty service from endurance thinking that my vehicle was covered for anything that could go wrong with my vehicle the first time I tried to use the service I was told that my claim was denied because I did not buy an addendum that covered the additional parts which needed to be repaired, I was not told that I needed to purchase an addendum to cover the additional items on my car. After this particular incident I purchased a new contract which was supposed be an upgrade to cover any additional parts not covered on the original contract and once again when I try to use the service, I found out that hoses were not covered even though the service tech advised the failure point was the water pump because it had a hole in it, my claim was denied because Endurance failure point was the water pump hose. I called once again and I found out because of the mileage on my car the hoses were not covered, so I canceled the service because I was not satisfied with their claims process and from what I was told by their representative my car would not be covered for anything that a hose was connected to, so I cancel my contract and I asked them to take my credit card off auto payment, the representative tried to get me to keep the service for the rest of that month but I refused and told her to cancel my service because I was not satisfied with the service that I had received at that point I thought I was through with them until my credit card was charge for cancel services.

  

  Business Response

  Date: 10/11/2022

  Thank you for forwarding the consumers concerns. Endurance can confirm the cancellation of the consumers contract. The consumer is eligible for a pro-rata refund, and Endurance will expedite the shipment of the check in the interest of customer **********************. ********************** is sorry for the frustration this has caused and appreciates the opportunity to assist the consumer.
  

  Kind Regards,
  

  Endurance Resolutions

  Customer Answer

  Date: 10/12/2022

   
  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:09/28/2022

  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 a warranty policy with endurance since 7-24-21 and have yet to use it. however, I recently had a problem with my vehicle and tried to file a claim. I was denied because they said my validation period was not satisfied, however, it was. They have a third party company (smart auto care) handling the claims and in there system it shows my validation period to be 30 days or **** miles. ******** my contract is only 90 days and 200 miles. I called Endurance was told that my contract is 90days and 200 miles and that i needed to work with Smart auto care, but they continued to deny me because in there system it shows the wrong info. I spent over 7 hours on the phone with both companies and still couldn't get this resolved.

  

  Business Response

  Date: 10/11/2022

  We appreciate the consumer contacting us for help with their contract. The contract was sent to the administrator with the incorrect waiting period due to a technical error. The administrator corrected the error, and the claim process continued accordingly.Endurance regrets any inconvenience this has caused the customer.

  Regards,

  ********************** Resolutions

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18143514
  
  I am rejecting this response because: after over 10 hours wasted trying to get this issue resolved, the process was started and approved for my claim, but after work had been completed Endurance then said the claim was denied costing me $6000...out of pocket. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/21/2022

  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/**************-0875-90345937

  Regards,

  Endurance Resolutions

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18143514
  
  I am rejecting this response because: The response from Endurance is misleading and untrue. I ordered a warranty specifically from Endurance and was never told that another company would be handling my claims. Furthermore, the repair shop and myself spoke directly with Endurance. An Endurance agent approved the work to be done on my vehicle, which cost approximately $6000 and then once the work was performed they declined to pay for it. I have attached my warranty which has Endurance listed clearly on the front of it. I was forced to pay for the repairs after the fact, because it was my vehicle, however, I didn't approve the costly repairs, but Endurance did!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/28/2022

  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.

  Took our ***** Suburban to the dealer for service and was informed our Magnetic Ride Control was effective. They informed me that the air shocks and struts have failed and need replaced. Now this isn't everyday struts and shocks, this is thousands of dollars of repairs. When the dealer contacted Endurance with the part numbers they said it wasn't covered because shocks are a wear item, but the struts are covered but not for the ride control, again part numbers provided. In my policy it states, leveling control system and struts, especially under the best plan available which I purchased in full, months ago. So, if you have a vehicle with AUTOMATIC ride control, DO NOT BUY THIS WARRANTY FROM THIS COMPANY. It'll cost you a days greatest headache... trust me

  

  Business Response

  Date: 10/12/2022

  On 9/27/22,the consumers repair facility filed a claim under the consumers contract. The repair facility reported failures of the *** player, the upper left ball joint,the right rear shock absorber, and the left front shock absorber. The *** player and ball joint are eligible components and Endurance authorized the repairs for $1,310.13. Endurance could not authorize the shock absorbers as the consumers exclusionary contract does not provide coverage for
  
                   the following parts and components including: fuses, hoses, clamps, belts, shock absorbers
  
  Upon receipt of this complaint, a manager from Endurance contacted the consumer to clarify the terms and conditions of the contract. The consumer has elected to keep the coverage active at this time.

  Regards,
  Endurance Resolutions

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18143184
  
  I am rejecting this response because:
  

  ***********

  This dispute is far from over. 

  
  

  
  

  A typical 2014 to 2020 ***** Suburban, Cadillac Escalade or GMC Yukon xl is equipped with front struts and rear shocks however the Denali or the Escalade Premier or the Suburban LTZ or PREMIER are equipped with front struts and rear AIR shocks that are electronically controlled systems called MagnaRide, where they're electronically controlled for speed and height adjustment due to passenger occupants or cargo and also traveling speed and road conditions. 

  
  

  
  

  Included in this email you'll find a breakdown of what's going on and why I'm complaining. 

  
  

  My warranty was paid in full and was supposed to be bumper to bumper. And especially being a Magnetic Ride Control, I asked to make sure it's included. (I own *************** and know for a fact these systems are a nightmare and expensive for ********************************* Town Car, Range Rover, ******************** X - series, etc) 

  
  

  
  

  So with my wife's personal truck,  when the factory warranty ended,  I found this to replace it. Included are screenshots of my current policy. My highest complaint is that they do NOT KNOW THE DIFFERENCE BETWEEN A SHOCK AND A STRUT... and denied my claim, on numerous occasions! And I do agree, normal shocks are wear items, but these aren't normal shocks and, struts are INCLUDED IN MY WARRANTY and they still denied it. 

  
  

  So here's why.

  
  

  First picture is of the actual rear air shock for the ***** Suburban.

  Second is a picture of the difference between a shock (rear)  and a strut (front).

  Third picture is of the suspension breakdown, in a strut, there is a shock inside the spring, that's what helps control bounce. 

  Fourth. Actual picture from a 2016 ***** Suburban front suspension clearly showing a, strut. 

  Fifth picture is of the actual front strut assembly. Note where it says strut. 

  
  

  Look with your eyes, between the difference of the two. 

  
  

  They denied my claim because they,  Endurance warranty, call my front struts, shocks, due to trying to get out of the claim.

  
  

  
  

  Page 11 of 28 section N, reads STRUTS ARE A COVERED COMPONENT! 

  
  

  
  

  Yet, they're denying my claim. So now I'm out of pocket getting them replaced and it's at the dealer now. 

  
  

  
  

  How upset would you be? And I offered the first dealer to have them replace the struts, I'll cover the cost for the rear shocks. (Shocks are not covered at all). They denied that as well. 

  
  

  
  

  So I'm also going to file a claim with the states ************************* This is fraud and they must act as they state in their contact which was paid in full.  

  
  

  
  

  Struts are covered components. I sent you numerous pictures of struts vs shocks. Front vs rear. 

  
  

  
  

  Please help and no, I repeat, no, I'm not finished at all regarding this complaint! 

  
  

  
  

  *****************;

  *************** 

  ************ 

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

  

  Business Response

  Date: 11/01/2022

  The ************** part numbers provided by the consumers repair facility (******** and ********) are for shock absorbers. As stated in our earlier response, the consumers contract excludes coverage for shock absorbers. We appreciate the opportunity to clarify this for the consumer.

  Regards,
  Endurance Resolutions

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18143184
  
  I am rejecting this response because:

   

  Just a simple search of the part number they even provided (84977478)  describes STRUTS which are a covered component and a part of my warranty they denied. 

   

   

  https://www.amazon.com/84176631-84977478-Magnetic-2015-2020-Cadillac/dp/B091F1D134

   

   

  https://autobuffy.com/product/2020/chevrolet/suburban/magnetic-strut-assembly/AB104317/front-magnetic-strut-shock-coil-assembly-fits-gm-84176631-84977478/UC-7568088?gclid=CjwKCAiAvK2bBhB8EiwAZUbP1GxmWB3N3wL4HFvn1JNf6qphwRP1_nuFakxP9i9jQKPIhF39ZX-YNxoCqUUQAvD_BwE

   

   

   

   

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

• Initial Complaint

  Date:09/28/2022

  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.

  9/28/2022 Trying to cancel my warranty This is the 3rd day in a row I've called to get to talk to a real person No one connects me to a real person I've been placed on hold each day ********** exceed 90 minutes I've emailed 2 people also

  

  Business Response

  Date: 10/11/2022

  Endurance is currently experiencing higher-than-average call volume, which is causing longer hold times. We regret the inconvenience.Endurance has contacted the customer about their request, and in the interest of customer ********************** will expedite the delivery of their pro-rata refund.

  Regards,
  Endurance Resolutions

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18142201
  
  I am rejecting this response because:  They were too busy  - - They will not respond ??
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/14/2022

  As stated in our previous response, higher-than-normal call volume resulted in longer hold times. Upon being made aware of the consumer's situation, an Endurance manager contacted him. We apologize if this caused any inconvenience to the customer.

  Regards,

  ********************** Resolutions

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18142201
  
  I am rejecting this response because:  I have not yet received a credit on my **** Credit Card for $282.46 as per complaint through my bank, ******************* Omaha.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/26/2022

  On 9/28/22, the consumer contacted Endurance and stated that he was selling the vehicle and wished to cancel his contract. Per the terms and conditions of the consumers contract

  You will be refunded a prorated amount of the Service Contract Purchase Price, based on the lesser of the months or miles remaining,less any Claims paid on the Service Contract where applicable by law. An administrative fee of fifty dollars ($50.00) will be deducted from the cancellation refund.

  On 10/13 a check in the amount of $213.02 was sent to the consumers address on file. Thank you for giving us a chance to clarify this for the consumer.

  Regards,
  Endurance Resolutions

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18142201
  
  I am rejecting this response because:  They said i was selling my car.   I am not selling it.  They told you that  they are "charging" me an "admn fee".   I told them I wanted full reimbursement of payments, but they did not say they were charging me a fee at all.  This is what they do.  They lie.   And then they lie again to cover their lies.   If you look on "Trust Pilot"  there are dozens and dozens and dozens of complaints from disgruntled customers saying this exact thing.  They are dishonest
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/28/2022

  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 decided to contract with Endurance because the salesperson stated they were highly rated with ******** **** and the company Endurance was well received by all independent MB service centers. (6) months into the contract I have my car serviced and was told my air conditioner needed repairing. I contacted MB and they did not accept Endurance Extended Warranty. I tried other service center used in the past and none would accept my warranty. Endurance directed me to their website for car services that work on MB in my area. Unfortunately these car services were did not have the correct equipment to work on my car. In fact I had more knowledge than the mechanics had. So , I tried to cancel via telephone several times but was put on hold for hours. I stopped auto pay and emailed Endurance customer ********************** following the cancellation format listed in the contract. I have not received any response from this company with regards to the cancellation. One of the agents did state auto shop/service center make the decision to work with Endurance not the other way around. Perhaps this why the shops on Endurance website are ma and pa shops. My request is that my cancellation of the contract is acknowledged and closed and refund any and all monies owed to me.

  

  Business Response

  Date: 10/11/2022

  Through Endurance, the consumer has the freedom to choose any licensed repair facility to service their vehicle. While our products provide the benefit of choice, we cannot control whether a particular repair facility chooses to accept the direct-pay service. 
  
  The consumer contacted Endurance when the dealership near her home decided not to accept her contract. In the interest of customer **********************, an internet resource was provided to the consumer to help her choose a licensed repair facility that could perform the same quality work on her vehicle and allow the contract to pay for repairs as intended to avoid any out-of-pocket expenses. The consumer instead requested to cancel her contract and Endurance will send out her pro-rata refund as specified in the contract terms.

  Regards,
  Endurance Resolutions

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18141401
  
  I am rejecting this response because:Per the attachment I have complied with Endurance cancellation terms and have not received any refunds owed to me ; nor have I received acknowledgement for receipt of my notarized cancellation form emailed and faxed to Endurance.  What I did receive is an invoice for monthly payment.  I have tried to contact Endurance via telephone but as usual I was put on hold for up to (1) hour.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/18/2022

  Upon receipt of this complaint, an Endurance manager contacted the customer and confirmed that her refund was received on 10/17/22. It is our sincere regret that this has caused any inconvenience to the customer.

  Regards,

  ********************** Resolutions

• Initial Complaint

  Date:09/28/2022

  Type:Sales and Advertising 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 enrolled with Endurance over a year ago. My vehicle's check engine light came on and I took it to the dealership service department on September 15, 2022. I received notification that an adjuster was scheduled to view the car between September *****. I have not received any information regarding the status of my vehicle repair approval. I have been without a vehicle all this time and I was told by the Endurance representative this morning that they just received paperwork from the adjuster late last night (September 27). They also informed me that they rely on 3rd party adjusters which is why they have no ability to manage the process. Therefore, there is no decision regarding approval nor is there an estimated time frame for repair. I explained that I have no transportation and it is unacceptable that it took them 12 days to get the adjuster's report. When I called the service advisor at the dealership, he stated that the adjuster showed up on September 22, 2022 to complete the review. (It took the adjuster 5 days to submit the paperwork to Endurance!) Since Endurance was not opened at the time of my call, I was also notified that they have not entered receipt of the report and that I needed to allow time for the report to be entered and go through the approval process. When asked about a rental, I was informed that Endurance will not pay for the rental UNLESS the car is being worked on and approved for repair! How do they expect customers to get to work when they are taking so long to approve and repair vehicles? They say they're affordable. They say they have your back. They even say they have quick and easy claims. This is FALSE advertisement!

  

  Business Response

  Date: 10/06/2022

  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.
  

  The consumers repair facility reported failure to several components in the vehicle. Of the losses reported, the high-pressure fuel injection pump, wheel bearings, and carrier assembly were eligible for repair under the contract and subsequently authorized in the amount of $4,756.79. We appreciate the opportunity to address this concern.
  

  Kind Regards,
  

  Endurance Resolutions

• Initial Complaint

  Date:09/28/2022

  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.

  Submitted claim on 2015 Chevrolet Tahoe.Endurance is requiring documented maintenance history in accordance with owners manual to approve the claim.They in no way have a solution for buying the used vehicle and assuming ownership i.e. a second or greater owner has no way of verifying the entire service history on a vehicle.Obviously, the company is making every effort to deny the transmission replacement yet theyve never delayed in processing the actual warranty payments.

  

  Business Response

  Date: 10/06/2022

  Upon receipt of this complaint, the consumers claim for the vehicles transmission was authorized by Endurance in the amount of $1,450.98.
  

  An Endurance Customer ********************** Manager attempted to contact the consumer, if the consumer requires any further information, he may contact manager, **** at ************.
  

  Best Regards, 
  Endurance Resolutions
  

  
  

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18140297
  
  I am rejecting this response because:
  

  (1) ~ $1500 replaces no transmission with parts and labor

  (2) The claims adjuster has  still not delivered any transmission to repair facility.

  (3) The repair facility is warranted in requesting a storage fee as our vehicle is in their possession for a month.

  (4) Endurance representative voicemail was garbled and contained no direct contact information.

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

  

  Business Response

  Date: 10/21/2022

  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:09/27/2022

  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.

  09/27/2022 2p.m. til 7p.m.Wanted to correct policy mistake on their part. Called 10 times..Put on hold for more than 30 minutes each time, then call was disconnected each time. Very rude customer **********************. Called several phone numbers. Last call someone answered, told person Wanted to cancel warranty policy. Was again hung ** in. Cancelation form automatically deletes after all information is entered. Can't imagine how long it will take if ai was actually filing a claim. HORRIBLE COMPANY!!

  

  Business Response

  Date: 10/04/2022

  A Manager from Endurance reached out to the consumer and apologized for the difficulties she experienced when trying to cancel her policy. The Manager confirmed the policy is canceled and the pro-rata refund has been expedited in the interest of customer **********************. ********************** apologizes for the inconvenience and frustration this has caused the consumer and is committed to the highest level of customer satisfaction.

  Regards,

  Endurance Resolutions

• Initial Complaint

  Date:09/27/2022

  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.

  I received information about vehicle warranty and I elected to call and inquire about the product. The agent indicated that the price of purchase for the warranty product was $142.55. I clearly asked questions related to this price and indicated that the price offered was because I was a ****** customer in good standing. The agent, *************************, never once indicated that the price was a monthly cost, but an annual cost and the coverage was for 5 years. I received an electronic notice shortly after payment that the policy was for 30 months and the cost was monthly. I immediately called back to cancel this policy as it was a misrepresentation of information over the telephone. I was placed on hold for over 15 minutes and when i tried calling back the agent answering calls indicated everyone had left the office. I will call the Endurance tomorrow and will cancel this contract if they will respond to my contact. I will also contact my credit card and dispute these charges.

  

  Business Response

  Date: 09/29/2022

  Please be advised that the contract was canceled on 9/28 at the consumer's request. Endurance has provided a full refund; funds will be returned to the consumer's credit card on file. If the consumer requires any additional assistance, we ask that they contact Manager *** at ************.

• Initial Complaint

  Date:09/27/2022

  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 acquired endurance warranty through car the dealer. We have a 2010 ***** Odessey that we got in Feb 2022. Recently Sep **************************************** the road. I have level 3 coverage which covers many things. So we get a tow set and the repair shop to connect with warranty. The repair ship makes the diagnostic sends it to the warranty inspector comes out, the repair shop let's them know its the timing belt and the car I have the timing belt goes the parts need to be replaced as well for it to work properly. So the inspector makes the report. We never get a copy of this report. They say the repair shop must show proof of failure of the timing belt. The timing belt was old that is the cause and other pictures that were taken but they won't approve the repair so we can't get a rental because they say their is no proof of the timing being broken and giving us the round around and not doing what the warranty says.

  

  Business Response

  Date: 10/06/2022

  On 9/19/22, a claim was filed under the contract, with a failure reported to the engine.The repair facility reported a broken timing belt. Endurance dispatched an independent third-party inspector to confirm the repair facility's findings. Upon review, the repair facility did not present the broken timing belt or demonstrate the cause of the engine failure.
  

  The Claims department informed the repair facility that the consumer would need to give authorization for an engine tear-down to determine the cause of the failure. Per contract Section VI. RESPONSIBILITIES:
  

  B.FILING A CLAIM:
  

  4.Authorize Tear-Down and/or Inspection In some cases, You may need to authorize the licensed repair facility to inspect and/or tear-down Your Vehicle in order to determine the cause and cost of the repair. You will be responsible for these charges if the failure is not covered under this Contract. We reserve the right to require an inspection of Your Vehicle prior to any repair being made.
  

  Currently, the claim is neither authorized nor denied as we are awaiting the results of the tear-down. We appreciate the opportunity to clarify the details of the consumer's claim.
  

  Kind Regards,
  

  Endurance Resolutions