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
- 3,473 total complaints in the last 3 years.
- 1,191 complaints closed in the last 12 months.
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Initial Complaint
Date:09/22/2022
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 ENTERED INTO A CONTRACT WITH ENDURANCE ON 02/24/2021 CONTRACT # EADV36029669. THE CONTRACT WAS FINANCED WITH MEPCO FOR A 60 MONTH PERIOD FOR A TOTAL OF $4409.90 PAID ON A MONTHLY BASIS. THE VEHICLE ENCOUNTERED A MAJOR PROBLEM AND WAS TAKEN INTO A REPAIR SHOP FOR INSPECTION BUT THE REQUIRED REPAIRS TO BE DONE ARE BEING DENIED DUE TO ENDURANCE CLAIMING LACK OF PROPRE MAINTENANCE. HOWEVER, ALL PAPAERWORK PROVING THE VEHICLE WAS PROPERLY MAINTAINED HAVE BEEN SUBMITTED TO ENDURANCE AS WELL AS TO THE REPAIR FACILITY, AND THE REPAIR FACILITY AGREES THAT THERE WAS NO LACK OF MAINTENANCE ON THE VEHICLE: HOWEVER, ENDURANCE CONTINUES TO DENY COVERAGE THAT WAS PAID FOR PER THE SIGNED CONTRACT SINCE 02/24/2021 FOR A TOTAL OF APPROXIMATELY $2200. THE REPAIR COST IS $8957.70 AS WELL AS THE COST OF THE RENTAL CAR NEEDED FOR TRANSPORTATION TO AND FROM WORK. ENDURANCE SEEMS TO BE NEGLIGENT IN FULFILLING THE CONTRACT.
Business Response
Date: 10/01/2022
On 8/18/22, the consumers repair facility filed a claim under the consumers contract. Endurance requested documentation to verify that the contract holders maintenance requirements had been met. Upon review of the documentation provided, it was shown that on more than one occasion, the vehicle had surpassed the 6-month interval set forth in the manufacturers maintenance schedule and the claim could not continue.
Upon receipt of this complaint, a manager from Endurance contacted the customer to discuss the claim details. The customer stated he would review the vehicles maintenance requirements and will contact manager **** with any new information.Regards,
Endurance ResolutionsCustomer Answer
Date: 10/06/2022
Complaint: 18056836
I am rejecting this response because:I have submitted all the documentation on the maintenance of my vehicle which shows the correct maintenance of this vehicle to the repair center and to Endurance. I feel this repair should be covered by my contract and Endurance should cover the cost of the repair.
Sincerely,
*********************************Business Response
Date: 10/11/2022
As stated in Endurance's earlier response, the documentation provided has shown that on more than one occasion, the vehicle had surpassed the 6-month interval set forth in the manufacturers maintenance schedule and the claim could not be authorized.
If the consumer has any questions regarding the contract or claim, he can contact manager **** at ************.
Regards,
Endurance ResolutionsCustomer Answer
Date: 10/12/2022
Complaint: 18056836
I am rejecting this response because:
The vehicle was maintained properly as stated and shown in the reports fowarded to Endurance as the vehicle was in limited use for a period of time and the mileage maintenance was adhered to per the manufacturers vehicle maintenance guidelines and therefore should be covered under the contract I have with Endurance. It seems as though Endurance is looking for any excuse to not fulfill their duty per the contract.
Sincerely,
*********************************Initial Complaint
Date:09/22/2022
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 bought the insurance and after goung 30days and exceeding the **** miles was told it was not going to be covered. I am extremely upset by this that a company during these times with commercials talking about hard times and extending a vehicals life us s******* people over.1. I turned my car in on Sat, thier was a loud thump and my truck started to shift hard. 2. By the time I got to the top on the on ramp I was stranded. 3. I called thier tow service and was on hold for over an hour 4. Decided to put the truck into 4wheel high made the 15 mile loop back to a dealer.5. The ***** dealership was great!!! They had me in a rental within hours and assured me the truck would be done quickly, that was Saturday.6. Than endurance took over...Monday nothing, Tuesday nothing, Wednesday nothing. I returned a call to the dealership for an update...again Nothing. Finally Edurance said IT was a pre-existing condition and they were not going to cover the transmission or rental...7. I also had lower ball joints and stabilizer bar thst was supposed to be covered yet nothing was ever said about that.8. I called Edurance Thursday numerous times to get ahold of a supervisor and was told they were going to call me back within 24 hours. It's a week later with no response. I am going to post on every platform they have til I get a response 9. After I paid 268 dollars in a rental I asked the dealership what exact happened. They said they pulled the dipstick and metal and burnt oil was on it. The edurance "inspector" never had the truck racked or according to the dealship.did anything let alone check out the lower ball joints and stabilizer.10. The kicker here is the free rental is a lie you only get 30 a day for 5 days starting when they finally decide to get to your car. My rental would not have been cover til Wed at the earliest because that's when they got around toy truck. Even though the dealership submitted the paperwork on Monday.Business Response
Date: 09/29/2022
The consumer purchased an Endurance Advantage Prime vehicle service contract on 8/2/22. The consumer reported their exact mileage as *******. Please be advised, the Advantage Prime has a 30 day and **** mile waiting period. Any failure that first occurs prior to the end of the waiting period is pre-existing and cannot be covered.
On 9/12/22, a representative from City Chevrolet contacted Endurance to file a claim for repairs on the consumers vehicle. The shop stated that the vehicle was driven in on 9/10/22 with an odometer reading of 184,662.The repair facility reported failures to multiple components. Some of the failed components were not listed for coverage on the consumer's contract. The only components that were eligible were the front lower ball joints, as well as the transmission.
According to the repair shop, both front lower ball joints had a lot of play and were extremely loose. The shop also reported that the transmission was slipping between gears, that the fluid was burnt and dark in color, that the fluid contained metal debris, and that all of the aforementioned components should be replaced. An inspector was dispatched to confirm the findings of the repair facility.
The inspector's report confirmed the repair facility's findings as well as codes P0796 and P0700. According to evidence provided by the shop and the inspector that was dispatched to the vehicle's location, the failures to the transmission, and both front lower ball joints were long-term failures and would not have occurred in the 9 days and 622 miles of the active contract term. The claim was denied in accordance with the contract exclusions, which state that coverage is not provided
For any Pre-Existing Condition, for any Breakdown that occurs, or begins to occur, prior to the expiration of the Waiting Period or reported after the Expiration Date or Mileage, or if the information provided by You, or the Licensed Repair Facility cannot be verified as accurate or is found to be deceptively inaccurate.In the interest of customer **********************, an ********************** manager contacted the consumer and offered a full refund, which the consumer declined.
Best Regards,
Endurance ResolutionsCustomer Answer
Date: 10/03/2022
Complaint: 18061270
I am rejecting this response because:as they stated it was past 30 days and over **** miles. From what I was told the inspector did nothing other than read the notes and verify the transmission had burn look...over ****** miles and metal was present by just looking at the dip stuck. The transmission has a pump thst is known for failure and its immediate...you cannot drive on a transmission with a blown pimp. When I was setting up the warrantee I literally went to my truck and got the exact milage. There is somply.no way you can drive a ***** **** 4x4 **** miles on a bad transmission. Thst is literally like driving Kansas city to ****** and back...on a bad transmission or pre existing as they say...as I read through the complaints this is ***** practice for them. I
when I was offered a full refund, I said no I am taking it to a certifued transmission shop where they will break down the transmission and show the critical damaged parts and failed pump instead of just looking at the dip stick. I also requested the certification of "thier inspector" on ***** Transmissions which I was told you said on a rethcorded line you drove it 20 miles that would also void the warrentee...I said the tow people never answered the phone. The lower ball.joints are from pre existing ****** Mille truck...okay...but the transmission pump gave out causing the failure...critical failure.
Sincerely,
*****************************Business Response
Date: 10/12/2022
As stated in Endurance's previous response, the evidence provided by the shop and the inspector indicated long-term failures that would not have occurred during the active contract term of 9 days and 622 miles. *** claim was denied in accordance with the contract exclusions, which state that coverage is not providedFor any Pre-Existing Condition, for any Breakdown that occurs, or begins to occur, prior to the expiration of the Waiting Period or reported after the Expiration Date or Mileage, or if the information provided by You, or the Licensed Repair Facility cannot be verified as accurate or is found to be deceptively inaccurate.
Best Regards,
Endurance ResolutionsCustomer Answer
Date: 10/13/2022
Complaint: 18061270
I am rejecting this response because:. I asked for the training and background of thier certified inspector. I was told that the *****s are know for catastrophic immediate failure once the pump goes out in the trans. That no way you you drive **** miles on a failed transmission. Because of the truck being a large 4x4 model you simply can not drive on pre existing transmission as Endurance keeps saying. These Transmissions have critical immediate failure. Thier inspector did nothing more than read the notes from the ***** dealer look at the transmission dip stick. I asked to take it to a certified transmission specialist and was told that would be at my risk and my claim would not change. I asked why they said it's a whole new process and my claim was ready denied. I said you are basing your denial off brief notes from the dealership and inspection of the dip stick. A real transmission shop can take a deeper more detailed account in explaining how it is impossible for it to be a preexisting condition because these transmission are not capable of running for **** miles plus without destroying other major parts...
Sincerely,
*****************************Initial Complaint
Date:09/22/2022
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 my warranty on 8/8/2022 I was told that my coverage would start 30 days after that date so anything after 9/8/2022 would be covered. Around 9/14/22 I had an issue with my car, I called endurance they said I was covered and transferred me to roadside assistance to have the car towed. Roadside assistance could not find my policy and advised that I call endurance back, when I called them back the 1st 3 times I was hung up on. The 4th person said she didnt see why Roadside couldnt find my policy and said she would call them and get them on the line well called but transferred the call she did not stay on the phone, I stayed on the phone with roadside for almost 45 mins before she could find my policy but it was found. Fast forward last week Endurance advised on Wednesday that someone would be out within 24 to 48 hours to look at my car which would have been Friday, no one showed, the dealership called them Monday and someone came out around noon. Now today!!!!! I am being told that my repair is not covered because I just purchased my warranty in 9/8/22 when the contract and the money coming out of my account clearly says this was purchased on 8/8/22 and I should be fully covered.. this is beyond unacceptable Because i tried to back out due to be quoted 2 different quotes and information then after I purchased I was still getting calls asking if i was still interested in a policy to someone else stating I was eligible for a better amount only to be told that wasnt true.Business Response
Date: 10/01/2022
On 8/8/2022, the consumer contacted Endurance and purchased a vehicle service contract. The contract includes a 30-day, 1,000-mile waiting period, both of which must elapse before any new breakdowns are eligible for claims.
On 9/14, a claim was filed under the consumer's contract. The repair facility reported that the vehicle had been driven in the previous day with an active check engine light,and the vehicle was shifting hard. The facility recommended that the transmission be replaced. A 3rd party independent inspector confirmed the presence of transmission-related codes stored within the vehicle's computer on dates before the waiting period had elapsed. Endurance could not authorize the claim as the contract does not provide coverage for pre-existing conditions.
Upon receipt of this complaint, an Endurance manager contacted the customer and went over the claim in detail. The consumer has requested to cancel the contract and a pro-rata refund will be sent to the customers address on file.
Regards,
Endurance ResolutionsCustomer Answer
Date: 10/05/2022
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:09/22/2022
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 am irritated constantly getting letters from Endurance Vehicle Notification Department! First of all, I DO NOT drive! Second, I NEVER applied for any type of car insurance because I DO NOT drive NOR own any vehicle! This is a scam and I do not want any letters coming to my home! Please help take my name off their mailing list! I do not know how they got my address, but I NEVER applied! i want OPT OUT IMMEDIATELY!Business Response
Date: 09/22/2022
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
We are sorry for the frustration that Endurance's mail piece caused ********************, 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: 09/23/2022
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:09/21/2022
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 was mailed a letter saying my car extended warranty went up and to contact them asap. My car is warrantied through the manufacturer. This is completely fraudulent!Make them stop.Business Response
Date: 09/22/2022
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
We are sorry for the frustration that Endurance's mail piece caused Ms. **********, 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.Initial Complaint
Date:09/21/2022
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 an extended warranty for my 2012 JEEP Liberty from MEPCO / Auto Endurance.Last week, I was in an auto accident and my vehicle was totaled.Therefore, I want to cancel my extended warranty.Business Response
Date: 09/22/2022
Please see attached.Business Response
Date: 03/28/2025
Upon receipt of this complaint and after further review, this issue has been resolved. If the consumer requires additional assistance, they can contact Endurance at ************.Initial Complaint
Date:09/21/2022
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 purchased 3 policies with Endurance. We have had the polices for about 3 months. After much thought and consideration we have decided we no longer need the policies. We have been calling since Monday September 19 2022 to try to cancel, only to be transferred and placed on hold for hours. We have explained this to multiple customer ********************** representatives just to be told that only account administrators can cancel policies. This is not right. They are basically trapping people into continuing to pay for a policy they do not want or need.Business Response
Date: 09/29/2022
Thank you for forwarding the consumers concerns. Endurance can confirm the cancellation of Ms. ***** contracts. The consumer is eligible for a pro-rata refund, and Endurance will expedite the shipment of the checks 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
Initial Complaint
Date:09/21/2022
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.
First, I want to start saying that when you sign up for this service you'll never be able to cancel, because when you call them and say : " i want to cancel my policy" , they "transfer" you and they never pick up the call. This has been happening every day for a week now.And the reason i want to cancel is because they denied my claim.But its not like they denied and gave you a reason , or something. NO !!!! When you call, one representative says the claim is pending, then you call again and they say someone is going to get in touch with you, but the days pass by and you dont get any calls........My car stayed in the shop waiting for their answer for 3 weeks!!!!! And i was calling every day , and in one of the calls the representative said that not all the parts were covered and first i need to fix the parts that were my responsibility, and then they would approved the claim; so i spent $ 900 fixing the parts that wasn't covered by my warranty and then they called the shop and said the claim was denied.They never called me. They never explained me anything. I called several times trying to get answers and all i got was " someone from the claim **** is gonna get in touch with you " and they never does.Now, i'm trying to cancel and no one from the " cancel **** " answers the phone.SCAM, SCAM , SCAM Stay away !!!!!!!!I'll have to call my bank so they dont get any more money from me.Business Response
Date: 09/26/2022
After receiving this complaint, an Endurance Manager contacted the consumer and resolved the situation.
Best Regards,
Endurance ResolutionsCustomer Answer
Date: 09/29/2022
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:09/20/2022
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.
For years I have been harassed by this company via phone calls and letters. As of yet, I have not been placed on their Do Not Call List despite repeated requests.Business Response
Date: 10/01/2022
Endurance has searched itsdatabases and did not find the name or address provided to the Better Business Bureau in this complaint. Please note, Endurance does not make "cold calls or any outbound sales call unless specifically requested by a consumer via our online portal. Endurance can confirm that no solicitation calls originate from Endurance. If the consumer has any questions or would like to have us search for possible variations, manager **** would be happy to assist and can be reached at ************.
Regards,
Endurance ResolutionsInitial Complaint
Date:09/20/2022
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 had to cancel my warranty because my car was declared a total loss after an accident. I requested a refund on 07/14/2922. I have spoken to 5 different individuals since July. Spoke to ***** on 09/07 and she stated the payment would be expedited and I would receive in **** days. Called today and was told I would be called back and nothing yet, this refund is supposed to be for $1224.52Business Response
Date: 09/26/2022
A refund check was not issued due to a clerical error during the processing of the consumer's refund. On 9/20/22, the pro-rata refund was mailed to the address on file.
If the consumer would like any further assistance we are requesting the consumer to reach out to Manager *** at ************
Best Regards,
Endurance Resolutions
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