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

  6400 Pinecrest Dr Ste 400 Plano, TX 75024-2963

• 

  Endurance Automotive Services Department

  6860 Dallas Pkwy Ste 200 Plano, TX 75024-4242

• 

  Endurance Automotive Services Department

  15455 Dallas Pkwy STE 600 Addison, TX 75001-6760

• 

  Endurance Automotive Services Department

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

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:09/19/2022

  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.

  My car air-conditioning stopped working. Froze it stopped the pulley from turning. The front desk worker at Aamco transmission told endurance that the pulley wasn't working. I talked with the mechanic there and he said the pulley wasn't turning because of compressor. ***** called them back explaining the problem but they refused to see pass the pulley not turning. Willfully using that for an excuse not to pay . With a frozen compressor the pulley can't turn. Replacing the pulley would be a waste of money. I'm not asking them to do no more than the contract states, replace my air-conditioner compressor.

  

  Business Response

  Date: 09/28/2022

  Upon receipt of this complaint, Endurance's Customer ********************** Manager attempted to contact the consumer in order to address their concerns. At this time we are requesting the consumer to reach out to Manager *** at ************.

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 18046529
  
  I am rejecting this response because:
  

  
  
  #LiveBeyondYourPotential????
  
  
  > Please reopen the above complaint. No resolution was obtained.
  >

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

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18046529
  
  I am rejecting this response because: No one reached out to me. Also I would like remuneration for my auto repairs as a result if my policy not being acknowledged,along with the Lyfts I purchased during this time. As mentioned previously I want a new term for an equivalent policy I previously purchased for compensation. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/27/2022

  Endurance's customer ********************** manager contacted the customer on 10/4/2022, explained the claim, and attempted to offer a resolution. The customer insisted on canceling his policy and disconnected the call. If the consumer requires any further information, he may contact manager *** at ************.

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18046529
  
  I am rejecting this response because:

  Along with a full refund of $2,154.43 for the Lyfts Ive taken and rental cars I purchased while my vehicle was unavailable.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/19/2022

  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.

  CONTRACT# EADV36045887 I have had an auto warranty policy with this provider for over a year, of which time, my vehicle was still under manufacturers CPO warranty. Date of transaction was 9/16/2022. I have never made a claim until today. The claim was for a covered part however, now Endurance is telling my car dealer that they are not going to cover my vehicle repair because there is a "mileage discrepancy", which is laughable at best. I called then to set up the warranty and gave them estimated millage, of which they were aware. I called them a day or so latter with the correct mileage when I was in the vehicle (a few days after the policy started). I was told the policy was updated and everything was set. Nevertheless, as per their contract, I called them to file an appeal when they denied the claim. The representative whom I spoke with told me I cannot appeal this decision, clearly in violation of the contract, in addition she refused to answer my questions and said she was transferring my call. I remained on hold for nearly an hour after that and no one picked up the call. Since they had no intention of honoring this claim or any claim whatsoever, I am requesting that they issue a full refund of all monies paid to them. Should they fail to do so, I will retain counsel and contact the ************************* for further action.

  

  Business Response

  Date: 09/23/2022

  We appreciate the consumer reaching out to us for assistance. Upon receipt of this complaint, Mr. ********* claim was reviewed by management. An investigation of the mileage discrepancy was performed and has since been resolved, allowing the claims process to continue. We appreciate the opportunity to address this concern.
  

  Best Regards,
  

  Endurance Resolutions

• Initial Complaint

  Date:09/19/2022

  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.

  Have been paying for warranty with Endurance since Feb.Took my vehicle to service center they told me to via email.Service center told me they knew nothing about filing a claim, that i needed to pay & file claim myself. Endurance refused to reimburse me or pay claim. I tried to cancel account in July. Then in Sept they started deducting from me again.I just want to DISCONNECT from this rude, unfair company. Period

  

  Business Response

  Date: 09/22/2022

  Thank you for forwarding the customer's concerns. An ********************** manager has since contacted the consumer regarding her cancellation and refund. The contract has been canceled at her request, and in the interest of customer **********************, a pro-rata refund will be expedited to the customer's address on file. We are grateful for the opportunity to assist the customer.

  Regards,
  ********************** Resolutions

  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:09/19/2022

  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.

  Purchased contract with company needed work 3 separate times everytime they refused to cover repairs for one reason or another. After second time I upped my coverage and they never mentioned and issue with my tire size I even gave them the size for the second time. Then on the 3rd time needing a motor repair they denied claim saying that I didn't disclose information about my wheels and tires when I gave them said information on day one. They said it void my contract which I was never made aware of and they continued to take my money. Once I had a legit claim they would have to cover they found ever excuse not to do it. They gave me the run around for 6 days and gave the excuse my wheels were to big then the over all size was to big then amount for repair exceeds the amount they would pay. Then their final excuse was we never disclose size of tires on door plackered. Not one time did they ask for a door plackered size which is the companies fault which they said it was ours for not checking when we disclosed what size wheel and tire was on the vehicle from day one. They then canceled my contract without doing any repair. So that we couldn't pay to have the work done (over 10k) we had to pay out of pocket almost $600 for the shop to put the motor back together so we could bring it home where it now sits.i want them to honor out contract that they canceled because they know it was their mistake and have to do the repair which is why they just canceled it which was their way to try ro get out of paying for it. We also want them to refund us what we had to payout to get our vehicle back without repair.

  

  Business Response

  Date: 09/21/2022

  After receiving this complaint, an Endurance Manager contacted the consumer and resolved the situation.
  

  Best Regards, 
  Endurance Resolutions
  

  
  

• Initial Complaint

  Date:09/19/2022

  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 canceled an Auto Warranty with Endurance Warranty but I have not received a refund. The reason I canceled is because I traded the car in for a new car. Date Canceled: July 22,2022 I have contacted them 3 times. Each time they tell me that it is being processed.Their phone number: ************* Address:400 *****************************************************************

  

  Business Response

  Date: 09/17/2022

  Once again, we are NOT a car warranty program and this complaint has been filed to the wrong company.  We are an investment company that has absolutely nothing to do with car warranties.  

  

  Business Response

  Date: 09/21/2022

  The consumer's refund has been sent out to the address in file. We apologize for any inconvenience or delay.

  Customer Answer

  Date: 09/22/2022

   
  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:09/16/2022

  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.

  We purchased an extended warranty on our vehicle in 2019 with this company to cover our vehicle. Our warranty is still good but they are declining our claim. We are constantly being told steps to follow and when we do they decline. The vehicle 2018 has $4000 worth of engine damage and they refuse to pay because they are stating the oil company did not use proper documentation on their receipt. After trying to get legal help they have a loophole in their contract stating they can not be sued or have legal action taken on them. We have been with out a vehicle for over 3 weeks. We have provided all documentation they have requested and theyre still not willing to work with us. They keep giving us multiple excuses. We have all emails and receipts that we have contacted them with but still nothing

  

  Business Response

  Date: 09/26/2022

  After receiving this complaint, an Endurance manager contacted the consumer. Endurance and the consumer are currently working towards a mutually beneficial resolution.
  

  Best Regards, 
  Endurance Resolutions
  

  
  

  Customer Answer

  Date: 09/29/2022

   
  Complaint: 18037479
  
  I am rejecting this response because: On 9/26, I received a phone call from an Endurance customer ********************** manager. He was eager to help resolve this complaint and asked that I give him a few days to review the warranty claim/complaint and he would get back in touch with me.

  As of this morning, 09/29, this issue/complaint has not been resolved. I am still awaiting a follow up phone call and/or resolution from Endurance Warranty.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/06/2022

  After receiving this complaint, an Endurance Manager contacted the consumer and resolved the situation.
  

  Best Regards, 
  Endurance Resolutions
  

  
  

  Customer Answer

  Date: 10/14/2022

   
  Better Business Bureau:
  
  Ali, the Resolutions Specialist was diligent in helping to resolve our issue. My maintenance documentation was approved and we were able to move forward with the claim. 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:09/16/2022

  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.

  We were told that our existing warranty we purchased with our vehicle in July 2021 was going to be cancelled unless we "extended" it. We did not have our original contract with us. Endurance said they had to extend that contract. They said they would extend the contract to ******* miles if we paid a one time fee of $137.00. Endurance is not our original warranty company. But the Endurance representative said she was extending the warranty we purchased when we bought our car in July 2021. Instead they started some sort of oil change program on 9/2/2022 which we never needed. They had no authority to represent they were the same company which issued us a warranty when we bought the car in July 2021. They also were not truthful in telling us that it was a 1 time charge to extend the other company, our original warranty. We have called numerous times put on long holds, told a supervisor would help and no supervisor ever answered and the contract was obtained by questionable and misleading representations concerning the warranty extension of another company's warranty. When any representative says they will stay on line to assure a transfer for resolution they disappear and no one ever is connected.

  

  Business Response

  Date: 09/22/2022

  Please be advised that the contract was canceled at the request of the consumer. Endurance has refunded the full amount to the consumer's credit card on file as of 9/16/22.
  We ask that the consumer contact Manager *** at ************ if they require any additional assistance.
  
  Best Regards, 
  Endurance Resolutions 
  
  

  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.

  Once I got through to a responsible representative the matter was handled in a satisfactory and responsible manner.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/15/2022

  Type:Customer Service 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 a endurance warranty for my 2011 ***** impala and on August 19th ********************************************************* to castle ***** and we are now going on almost a month of Endurance beating around the ****. The dealership told me that the Torque Converter Clutch solenoid caused the Torque converter to over heat and then caused catastrophic failure to the transmission Unit. Endurance is trying to deny my claim because they say the Torque Converter is not a covered component . But the Solenoid is what caused the problem and caused the Torque Converter to fail so the causal part should be the *** solenoid and in my contract it states solenoids are a covered component so I don't understand why they're trying to deny the claim I just want my transmission fixed and I want to be done with this it's been close to a month now and they're wasting the dealerships time they're wasting my time I've been without a vehicle I just want this resolved they just need to replace the transmission unit so we can all move on with our lives I paid $3,800 for this Endurance warranty and now I bring it in for my first claim with them and they're trying to say they're not going to pay for it I have attached my Endurance warranty contract for your review

  

  Business Response

  Date: 09/23/2022

  On 8/23/22, a claim was filed under the contract. The repair facility reported discoloration on the torque converter from overheating, a leak in the rear main oil seal, and the torque converter stator sticking. The repair facility performed a teardown of the transmission to determine a cause of failure.Endurance dispatched an independent third-party inspector to confirm the repair facilitys findings.
  

  Upon review, the inspection showed excessive amounts of metal debris in the pan,consistent with a torque converter failure. Endurance denied the claim as the torque converter is not a covered component, and failures resulting from wear and tear are not eligible for coverage under the contract. Per contract DEFINITIONS:
  

  Breakdown refers to the Breakdown of a defective part or faulty workmanship as supplied by the Manufacturer or Dealer, but does not include gradual reduction in operating performance due to wear or tear or damage resulting from BREAKDOWN of non-covered parts.
  

  The repair facility contacted Endurance and reported that a failed psi control solenoid resulted in the torque converter failure. Endurance reviewed the inspection report, and the metal debris observed is consistent with a failure due to wear and the claim remained denied.
  

  Subsequent to the claim, the consumer canceled their contract. The consumer would be eligible for a pro-rata refund after the 30th day of the contract term. In the interest of customer **********************, ********************** will expedite the shipment of the consumers refund. We appreciate the opportunity to clarify the details of the consumers claim.
  

  Kind Regards,
  

  Endurance Resolutions

  Customer Answer

  Date: 09/29/2022

   
  Complaint: 18033423
  
  I am rejecting this response because: The Torque Converter is not what caused the failure the Torque Converter Clutch solenoid is what failed which is proven by the fact the resistance reading on the solenoid was OL this solenoid is what caused the Torque converter Clutch to lock up at the incorrect time causing the Torque Converter to over heat  under the contract it clearly states that all internal lubricated components including modules and solenoids are covered  the *** solenoid is the causal part and this should have been a covered repair . Due to Endurance warranty services i was with out a car for over a month now im stuck with a 4,500$ transmission repair bill and they only gave me a prorated refund of ******* for my contract that i completely paid off  3053.00$ and never once  used up until this claim  and on top of all of this when i first bought the warranty i was told by ******************* the employee that sold this to me that ANY transmission issues or engine issue would be covered. I feel i deserve to get a full refund for what i paid for the contract it seems only fair i paid them for a service and they failed to provide that service and they are keeping my money 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/12/2022

  The repair facility presented no diagnostic trouble codes and demonstrated no failures relating to the solenoid at the time of the inspection. The inspection showed excessive amounts of metal debris in the pan, consistent with a torque converter failure due to wear, which is not eligible under the contract.
  

  The consumer is eligible for a pro-rata refund after the 30th day of the contract term, and Endurance expedited the check shipment in the interest of customer **********************. We appreciate the opportunity to address this concern.
  

  Kind Regards,
  Endurance Resolutions

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18033423
  
  I am rejecting this response because: 

  I am looking for a full refund because i have never filed a claim until this point i paid off the full amount of the contract on time with no late payments  . I am a master certified Automotive technician i know how these vehicles work inside and out  Solenoid failures do not always set codes especially if it only happens 1 or 2 times in a drive cycle  it will not set a code  like in this case   the *** solenoid controls the Torque Converter Clutch  and because the solenoid was failing it was not actuating the clutch properly  that leads to the converter overheating and then that caused the converter to fail and send metal debris throughout the system  the root cause of the problem was the failure of the *** solenoid and that under the terms of the contract is a covered component so there is no reason why the repair should not have been covered  your company left me without a vehicle for over a month and with a ***** $ repair bill the least you could have done was to give me a full refund  and thats all im looking for  send me the rest of the money for the contract and you will never hear from me again until then i will continue to fight this because if you say your going to provide a service for someone then proceed to take there money and then fail to provide that service that would be robbery  i have never used the contract there is no reason why i can't have the full amount of my money back.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/20/2022

  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

  Customer Answer

  Date: 10/28/2022

   
  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:09/15/2022

  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.

  On 6/10/22 My vehicle overheated about ***** from my home.I drove to AutoZone ,about one half mile further, that is on my way home.Stopped &bought premixed antifreeze dded to cooling system & let it cool down. Then continued on to my home,less than 4 miles from AutoZone. Parked and fhe next morning called Endurance & had it towed to Christian ******** Automotive, established honest shop. After inspection **** ,the manager calls and tells me the engine needed replaced because waterpump had failed overheating and caused blown head gaskets Endurance fhen denied coverage for the repair stating that gaskets were not covered. I spoke with manager at CBA and talked paying personally. He then explained that the initial causitive factor was waterpump failure & not gaskets. I called Customer ********************** and relayed the information and was told it would repaired under my contract. A few days later I received a call from CBA saying it was not covered because of a mileage discrepancy I had an oil change & submitted for reimbursement but the oil change invoice showed approximately 600 more miles than when car towed to CBA.. Contacted ********* and spoke with an district manager who agreed that it was a clerical error but unfortunately his Point of sale record system would not allow corrections.I then spoke with the unit franchise mgr.,same results,agreed but..... I then called Endurance them proof of my travels from ****** via my trip/ travel timeline which shows every trip I take. I'm 70 years old and retired ,My ****** for timeperiod show exactly travel habits and is absolute proof of the error. Was told I should sue ********* but not interested in that , I JUST WANT MY CAR FIXED UNDER WARRANTY I HAVE PAID FOR THE LAST 18 MONTHS!!!!!!!!!!!!

  

  Business Response

  Date: 09/22/2022

  Upon receipt of this complaint, Endurance's Customer ********************** Manager attempted to contact the consumer in order to address their concerns. At this time we are requesting the consumer to reach out to Manager *** at ************. 
  
  

• Initial Complaint

  Date:09/15/2022

  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 contacted the company to get a warranty on my 2010 **** F-150, paid ****** to start it, they said it would be refundable, within *************************************************************** trouble, they said take it into the **** dealership, I did, they put it on their machine and told me that it was the engine and it would cost *******. endurance told me that it was a preexisting condition, which it wasn't, I then told them that I wanted a full refund, since it was not 30 days. They sent me the cancellation form, I filled it out had it notarized and faxed it to them, since then they keep taking money out of my account and haven't answered me, I want a full refund.

  

  Business Response

  Date: 09/21/2022

  Thank you for bringing this to our attention. Endurance has since issued a full refund to the consumers card on file. We appreciate the opportunity to address this concern.
  

  Kind Regards,
  

  Endurance Resolutions

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 17937013
  
  I am rejecting this response because: we have not received the refund
  
  Sincerely, *********************
  
  *********************

  

  Business Response

  Date: 10/03/2022

  On 9/19/22, Endurance processed a full refund back to the consumers MasterCard. Please be advised it may take 3-5 business days for the consumer to see the refund reflected on their account.
  

  Kind Regards,
  

  Endurance Resolutions