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
- 3,478 total complaints in the last 3 years.
- 1,195 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:09/27/2022
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 month of September 2022. I have paid thousands of dollars for warranty and extended warranty since 2016 on my 2015 Chevrolet Suburban. Endurance committed to paying any repairs on this SUV. The beginning of this month my transmission started messing up. I took it to my Mechanic. He doesnt work on transmissions so he referred me to ******************* in **********************, **. The man there said that it needed to be replaced. I called Endurance to start a claim. The lady on the phone said that it was covered and started my claim. The next morning I got a call from Global Transmission saying that they had denied my claim. He also said that they should pay because according to my warranty my transmission was covered. I called Endurance and the lady assured me that she would take care of the matter. After that call all they did was give me the runaround. I talked with one lady that was very kind and acted like she was completely willing to help me. She said that she was going to text me her personal email address and her cellphone number. Just a straight up lie to get me off the phone. I never received that text. I finally got tried of trying to deal with they. I told them that I just wanted all of my money back that I had paid them. The lady put me on hold and never came back to the phone. I had to go to my bank and pay to have them stop payment on Endurance. Since I have stop payment they continue to text and message me for payment. Ive since looked up reviews on Endurance and they have so many BAD reviews. A class action lawsuit should be filed against them. Its just wrong that they take peoples money and does absolutely nothing when it comes to repairing their vehicles. As long as I have had this warranty and extended it after the original expired I could have saved the money on my own to pay for my transmission. Exactly what I will do from now on. I will never trust another warranty company. What ever you can do to help me will be appreciated. Thank you
Business Response
Date: 10/06/2022
On 6/24/22, the consumer contacted Endurance to purchase a vehicle service contract. The consumer estimated the vehicles mileage as between ******* and *******. She later called Endurance to provide the exact mileage as *******. The consumers contract has a 30-day and 1,000-mile waiting period,both of which must elapse before any new failure is eligible.
On 8/30/22, the consumers repair facility filed a claim under the consumers contract, reporting a mileage of *******. As this is within the 1,000-mile waiting period, the claim could not continue.
The contract has been canceled at the consumers request and a pro-rata refund will be sent to her address on file. We appreciate the opportunity to address the consumers concerns.Regards,
Endurance ResolutionsInitial Complaint
Date:09/26/2022
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 warranty on 7/272022 I gave the mileage as it was on the car which I had just bought the car when I took car to dealership some over a month later a claim was filed it was quickly denied saying there was a mileage discrepancy with take 5 oil change the day before I bought policy there was an entry 157k miles when it was actually 156k so I got documentation from take 5 saying they made an error on the entry and there was 156 not 157 endurance would not take that and said they wanted original receipt got the original receipt says ************************************************ process off correcting the entry but my claim still denied my car sat at dealer 3 weeks with endurance saying email same documents to 10 different people then they would tell the shop something totally different I also have email were endurance said it was a typo from one there reps I pay them for a service they refuse to provide I even told them meet me in middle and at least fix my transmission they refuse to fix anything be stil want me to pay them and take my money they didnt even provide a rental as they say in covers for. I need some answers and my car repair as they stated when I paid for there serviceBusiness Response
Date: 10/06/2022
Upon receipt of this complaint, an Endurance manager contacted the consumer, and we are working towards a suitable solution.
Regards,
Endurance ResolutionsInitial Complaint
Date:09/26/2022
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.
A covered mechanical part (i.e. alternator) was denied after customer followed ************************** of ***************************** as covered repair.Business Response
Date: 09/29/2022
Endurance is the selling agent for this contract. The administrator is **************. This means that **************?is responsible for the approval or denial of claims. Endurance plays no role in the administration of claims and is not authorized to respond on behalf of the administrator.
Please forward this complaint to ************** (https://www.bbb.org/**/**/**********/profile/auto-service-contract-companies/**************-0875-90345937)Customer Answer
Date: 10/03/2022
Complaint: 18131197
I am rejecting this response because: In the contract from Endurance, specifically the Plan Booklet, it says, "Vehicle Service Contract administered by Endurance".
Sincerely,
***********************Business Response
Date: 10/11/2022
Per Endurance's previous response, the claims administrator for the consumer's contract is **************. This means that ************** is responsible for the approval or denial of claims. Endurance plays no role in the administration of claims and is not authorized to respond on behalf of the administrator regarding claims filed under the contract.
This matter may be forwarded to ************** (https://www.bbb.org/**/**/**********/profile/auto-service-contract-companies/**************-0875-90345937)Initial Complaint
Date:09/26/2022
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 contract with this company (Endurance)began on 03/18/22. Prior to purchase the agent asked if there was any modifications done to my 2013 audi s4. I told her I purchased it with a cold air intake. My contract was for $174 monthly. Fast forward August, I had to take my car in for transmission issues. MY CLAIM WAS DENIED BECAUSE OF THE *** INTAKE I TOLD THEM ABOUT AND MY RECENTLY BOUGHT AFTER MARKET RIMS. NONE OF WHICH HAS ANYTHING TO DO WITH MY TRANSMISSION. I've been given the run around and been without a vehicle for 3 weeks now. They took my money and now apparently no one can help me appeal this claim denial.Business Response
Date: 09/29/2022
Endurance is the selling agent for this contract. The administrator is DKP *************** **** DKP *************** ****?is responsible for the approval or denial of claims. Endurance plays no role in the administration of claims and is not authorized to respond on behalf of the administrator.
Please forward this complaint to DKP *************** *** (https://www.bbb.org/**/**/*********/profile/warranty-plans/**********************-0613-90020954)Customer Answer
Date: 10/03/2022
Complaint: 18129728
I am rejecting this response because: endurance agent sold me the policy knowing there was an air intake on the car. They can check their recordings to verify.
Sincerely,
*************************Business Response
Date: 10/10/2022
Upon receipt of this complaint, Endurance performed an internal investigation, which included reviewing account notation, recorded phone calls, and interviews with the employees involved. The investigation found that no discussion of an intake or other modifications were presented by the consumer during the purchase of the contract.
Regarding the administration of the consumer's claim, Endurance is the seller for the contract. The administrator is DKP *************** **** DKP *************** ****?is responsible for the approval or denial of claims. Endurance plays no role in the administration of claims and is not authorized to respond on behalf of the administrator. This matter can be forwarded to DKP Administration **** (https://www.bbb.org/**/**/*********/profile/warranty-plans/**********************-0613-90020954)Initial Complaint
Date:09/26/2022
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.
TERRIBLE... THEY WON'T LET YOU CANCEL! I've tried to contact this company on several occasions to cancel my warranty - and good luck to me. They transfer you from one department to another. I called back and they tell me they are busy with a two-minute wait. Well... I had just waited almost 45 minutes, that can't be true unless they mean a two0minute wait for new suckers to join.What a waste of my VALUABLE time! I want several months of refunds because of this rediculous companies antics.Business Response
Date: 10/06/2022
After receiving this complaint, an Endurance Manager contacted the consumer and resolved the situation.
Best Regards,
Endurance ResolutionsCustomer 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. They took VERY good care of me and fixed the wrong to make it A perfect RIGHT! Thank-you BBB and Endurance!!!!
Sincerely,
***************************Initial Complaint
Date:09/26/2022
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.
This company has been contacted several times "Requesting Removal of this Address" But they continue to send marketing their business. I am not interested and PLEASE REMOVE THIS ADDRESS.8718 **********************************************************Business Response
Date: 09/29/2022
Please be advised Endurance vehicle service contracts are offered in over ***** automobile dealerships as well as direct-to-consumers via the internet, television commercials and direct mail promotions. The consumer received a mailed advertisement for products sold by Endurance.
We are sorry for the frustration that Endurance's mail piece caused ****************** and ************** , and as a result of the consumer's complaint, our company placed the consumer on our internal "Do Not Mail" database to ensure that they do not receive any future direct mail advertisements from our company. Please allow up to 10 business days to process this request. The consumer may still receive additional mail pieces sent during the processing time.Customer Answer
Date: 10/03/2022
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:09/26/2022
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 had purchased an extended warranty on my 2017 GMC terrain because they told me that my warranty was exciting from the dealership. First of all after I had already purchased this warranty when I went to take my car to the shop on 9/20/2022 they informed me that I still had the warranty on the engine and transmission which is all that I needed. I had called Endurance the week before to make sure that when I took my car in what I needed to have done was covered., which was the brakes and the rotos. They lady that I talked to road me from the policy and said that yes that was covered. I went ahead and made an appointment to take my car in. I have not used this warranty since I purchased it because I did not need any work done, yet when I needed something done I sat at the dealership for 3 hours just for them to tell me that what I needed done was NOT covered. I would NOT have made an appointment if I knew that it was NOT covered. I have been lied to and am very angry that what I was paying for was not something that I could use. My contract number is EVPU5072731. I am looking for a refund because I have been paying on this and yet when I went to try to use it was not able to because like I said before I was LIED to. I would not recommend them to anybody because when you ask if something is covered and they say yes and than a few days latest say no this is not good practices at all. Than on top of that I had to go and buy the parts myself and have someone fix it for me which cost me more money than what the deductible would have been. I am hoping that this can be resolved otherwise I will be finding other ways to settle this. Please do not call me I only answer to emails. Thank youBusiness Response
Date: 10/05/2022
The consumers contract is a stated component coverage, this means that 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. Upon receipt of this complaint, Endurance performed an internal investigation into the handling of the consumers inquiry about her contract.This investigation included reviewing internal notes as well as recorded calls and it was found that the consumer was properly informed of her coverage.
An Endurance manager has contacted the consumer and has resolved the situation. We appreciate the opportunity to address the consumers concerns.
Regards,
Endurance ResolutionsCustomer 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.
Sincerely,
***********************************Initial Complaint
Date:09/24/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Company has billed me for a warranty policy that was never requested. Tried calling company and no one answers the phone. Would like this harassment stopped. I've been billed for two months so far and again this warranty wasn't requested. My car is over 10 years old and a warranty is not needed. This company is trying to take advantage of me because I'm a senior citizen. This is fraud!!!Business Response
Date: 10/04/2022
Please be advised that the consumer's contract was canceled on September 12th. An Endurance customer ********************** manager attempted to contact the customer to inform her of the resolution.
Best Regards,
Endurance ResolutionsInitial Complaint
Date:09/23/2022
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 started this contract back on May and In June did what they told me to do when filing a claim, I had a problem with my 2013 **** Edge and the brake buster went out. We tried to call and no one answered, so I n paid for it out of my pocket. Before I did anything I checked to see if there was a recall and there wasn't. So I called endurance to refund my money and a long story short they didnt refund my money. So now I have my truck in the shop right n ow and **** sent the claim I and again they denied my claim. They said none of the work that had to be done was on the contract, it's itemized contract. I work on cars and I would never agreed to a contract with itemized work. In fact, i reviewed their plans and i dont even see an itemized plan available. I never seen a contract from them, so after attempting filing two claims and told to review my contract, I feel they are violating my rights and abusing the system and their power in several ways. They said they emailed one to me and as of today I still haven't received one. I know for a fact I enrolled in the elite plan because the fob replacing was pricey and mine was starting to get sum wear and tare. This company is taking advantage of people and stealing their money and when you request a supervisor or even a email with a contract they throw you in a que which eventually hangs up. I asked the car to cancel my Policy and she told me she couldn't... don't fall for it like I did, save yourself the trouble and call car shield. :I signed up for this because I have my two nieces I raise and I can't go out and buy another vehicle, money is very tight, for a company to try to take advantage of the working class who is trying to protect their assets is unacceptable and something has to be done about it. My money is very tight we are practically homeless, we live in a hotel looking for a place and I signed up for this to help my cost on my **** Edge if anything mechanically went wrong, what a waste of my time. Thank youBusiness Response
Date: 10/05/2022
Upon receipt of this complaint, an Endurance manager contacted the consumer to review her contract and claims thoroughly. In the interest of customer **********************, ********************** has provided a discount and a payment deferral to help offset the out-of-pocket expenses for the consumer. We appreciate the opportunity to address the consumers concerns.
Regards,
Endurance ResolutionsInitial Complaint
Date:09/23/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a vehicle warranty from Endurance for my single daughter that lives just outside of ******, **. We purchased this truck with 170k miles, sept 2020. Friday night Sept 9, 2022, she got in her truck at approx 8:30pm & did not run, so she slept in the parking lot, it was a cool & raining. Very worried, I tried calling Roadside assistance & was on hold for over an hour. I finally hung up. Anyway, she called a mobile auto mechanic saturday morning, and he came quickly. Wasn't sure but trouble shooting it, he made several various repairs. I paid the bill in full, $166.00 as he had no way of billing Endurance he said. She barely got home (30 miles away in city traffic), wouldn't go over 30-40mph. Very frustrated, couldn't find a shop open on sat., so waited till monday morning & started calling shops that except Endurance. Couldn't find one that did. Got it into a shop finally. They made repairs, got it running, when asked if they excepted Endurance. She said no, car warranty's are a rip off. So I paid the bill of $226.00 I've called Endurance, claims ***** Sept, 15, customer **********************, Sept 16th, emailed reimbursement/claims mgr Sept 21,2022. No response from anyone, no call, no email. They dont cover what was replaced she said. If your broken down, undriveable, tow-able, single, what else do you do? My daughters not had a claim in 2 years, paid $102.39 for 2 years, no claims. I would like to be able to talk to s supervisor to discuss this or just reimbursed the bill less the $100. deductable. Impossible to talk to mgmt, they just forward ********** never hear a word. Frustrated.Business Response
Date: 10/03/2022
Claims Management reviewed the invoices submitted by the consumer. None of the components replaced or services performed were eligible for reimbursement under the contract. A manager from Endurance advised the consumer of the review outcome and applied a discount to the policy in the interest of customer satisfaction. We appreciate the opportunity to assist the consumer.
Kind Regards,
Endurance Resolutions
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