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

  15455 Dallas Pkwy Ste 600 Addison, TX 75001-6760

• 

  Endurance Automotive Services Department

  6400 Pinecrest Drive, Suite 400 Plano, TX 75024

• 

  Endurance Automotive Services Department

  15455 Dallas Pkwy STE 600 Addison, TX 75001-6760

• 

  Endurance Warranty Services LLC

  27201 Puerta Real Ste 410 Mission Viejo, CA 92691-8539

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:09/15/2022

  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 traded my car in for a truck. I called to cancel my policy through Endurance. I waited for 3 hours. It went to a busy signal. I have been on hold now two additional times and couldn&#**;t get through. I did receive a message or a bill from Auto Assure Paylink saying that I owe them for this month and I don&#**;t own the car any more. I have closed the account they were taking money out of. They were taking approximately $90 a month.

  

  Business Response

  Date: 09/23/2022

  Thank you for forwarding the consumers concerns. Endurance can confirm the cancellation of ******************** contract. Endurance is sorry for the frustration this has caused and appreciates the opportunity to assist the consumer.
  

  Kind Regards,
  

  Endurance Resolutions

• 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 recently had a Land Rover that needed a new engine and I got burned by not having any warranty coverage, so when I bought a used *** X5 I went for the top-of-the-line warranty I could buy. Endurance raved about their warranty coverage, so I went with them. My X5 just had a check engine light come on, so I took it to the dealer. The dealer tells me that there are clogged injectors with carbon buildup. Are consumers supposed to proactively do something about carbon buildup??? Nonetheless, my claim was denied due to their being carbon buildup. Why am I paying for the top-of-line warranty when the company is going to find exclusions to get out of paying for a repair? If I have the top of line warranty and the engine fails by no fault of the owner, then the warranty company really needs to do their job and pay for the repair. I have been wronged by Endurance and he feels very wrong and I am not happy at all!!!!!

  

  Business Response

  Date: 09/22/2022

  On 9/15/22, the consumers repair facility filed a claim under the contract. The facility reported the vehicle had been driven in with an active check engine light and recommended replacement of the diesel particle filter and injectors 3 and 4. The repair facility stated the injectors had failed due to extreme carbon build-up. The diesel particle filter is not an eligible component under the consumers stated component contract. The injectors are eligible, but could not be authorized as the contract does not provide coverage for

  VIII. EXCLUSIONS WHAT IS NOT COVERED:

  J. ... Any Breakdown caused by failure to maintain proper levels of lubrication, lubricant blockage, coolant blockage, lack of lubrication or carbon buildup.  
  
  Upon receipt of this complaint, an Endurance manager contacted the consumer and explained the claim in detail. The contract was canceled at the consumers request on 9/22.

  Regards, 
  Endurance Resolutions 

• 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.

  the reason for this claim is because the endurance warranty company is not validating the terms of the extended warranty contract in vehicle repair, the contract stipulates that the customer can make a claim one month after contracting the warranty and that the car must have **** miles traveled for that time, both conditions are met in my case, 41 days passed after the contract and the car has about **** more than when we started the contract, unfortunately my car suffers a mechanical failure, I take it to the workshop and put the claim for repairs, the company sends an inspector to review the problem and take an oil sample to determine if the failure was due to carelessness or the age of the vehicle, the oil test shows that the vehicle has received maintenance when seeing the inspector this begins to make excuses to make the guarantee valid saying that the truck has been sitting in that workshop for more than a year he issues that opinion Just because the truck is dirty and *****, he is not sure how long the truck has been there, he is just based on his opinion and decides to deny the claim even knowing that the oil test indicates recent maintenance and that the contract is in validity. The moment I call to check the status of my claim, they inform me of all this and I clarify that the rust on the car is because I live in ******** and that I constantly travel to ******* for work reasons, I also tell them that I will leave this situation clear with the sales agent from the beginning, after a brief discussion they ask me for the maintenance records of the truck from 3 months ago to prove that it has not been sitting for a whole year, two days after that request I send the maintenance records , they confirm receipt and after a few days I try to make my monthly payment and I realize that my online account is blocked, I call to ask why I have problems with my account and how the claim is going and they tell me that the claim cannot continue due to the same situation

  

  Business Response

  Date: 09/22/2022

  On 8/29/22, a claim was filed under the contract. The repair facility reported that the consumers vehicle was towed in due to the vehicle overheating and an inability to start. The repair facility identified a warped head gasket as the cause of the failure. Endurance denied the claim as the head gasket is not eligible for repair, and damage resulting from overheating is not covered. Endurance excluded the claim under letters A and E in the Exclusions section of the contract, which states that coverage is not provided for
  

  A. For any part not listed in the Schedule of Coverages for the Coverage and options You selected.
  

  E. Engine block and cylinder heads are not covered if damaged by overheating, freezing or warping.
  

  We appreciate the opportunity to clarify the details of the consumer's claim.
  

  Kind Regards,
  

  Endurance Resolutions 

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 18030757
  
  I am rejecting this response because: At the time of buying the insurance, I asked the seller about the parts coverage, he was very specific when mentioning that all the internal components of the engine would be covered by the policy throughout *****************, his words were ALL THE COMPONENTS AND ANYTHING THAT HAPPENS TO YOUR ENDURANCE MOTOR WILL BE RESPONSIBLE, if my statement is not enough I can request the recording of that conversation from ******** and begin to see how to file a lawsuit for fraud and why the seller uses manipulation verbally and makes use of a contract without knowing everything against and with the intention of harming the client. The intention of this claim is that Endurance compensates for all the lost time in calls, diagnoses and the money that was spent on the purchase of a product that was sold with lies and fraud, I would like to see the possibility of a refund from the first payment (insurance down payment) up to today's monthly payments and the payment of the mechanic's fees, which are $2,500 for diagnosis and pension of the truck from the day of the claim to date. or else that they make the guarantee valid
  
  Sincerely,
  
  Jeroham E ******

  

  Business Response

  Date: 10/01/2022

  The failed head gasket is not an eligible part, and the damage from overheating is not an eligible failure. Endurance excluded the claim under letters A and E in the Exclusions section of the contract, which states that coverage is not provided for
  

  A. For any part not listed in the Schedule of Coverages for the Coverage and options You selected.
  

  E. Engine block and cylinder heads are not covered if damaged by overheating, freezing or warping.
  

  Regards,
  

  Endurance Resolutions

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18030757
  
  I am rejecting this response because:
  At the time of buying the insurance, I asked the seller about the parts coverage, he was very specific when mentioning that all the internal components of the engine would be covered by the policy throughout *****************, his words were ALL THE COMPONENTS AND ANYTHING THAT HAPPENS TO YOUR ENDURANCE MOTOR WILL BE RESPONSIBLE, if my statement is not enough I can request the recording of that conversation from ******** and begin to see how to file a lawsuit for fraud and why the seller uses manipulation verbally and makes use of a contract without knowing everything against and with the intention of harming the client. The intention of this claim is that Endurance compensates for all the lost time in calls, diagnoses and the money that was spent on the purchase of a product that was sold with lies and fraud, I would like to see the possibility of a refund from the first payment (insurance down payment) up to today's monthly payments and the payment of the mechanic's fees, which are $2,500 for diagnosis and pension of the truck from the day of the claim to date. or else that they make the guarantee valid

  
  

  Sincerely,

  
  

  Jeroham E ******
  

• Initial Complaint

  Date:09/15/2022

  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 an extended warranty for my used car (2018 ***** ******************* about 3 years ago. I traded in my vehicle on August 26, 2022 and want to cancel the contract because I no longer own the vehicle. Also, if I'm owed any pro-rated premium I'd like to have that refunded to my checking account since this has been debited from my checking account. My contract number is: SAPE2206984.I have tried repeatedly to reach Endurance by phone and am always transferred to an "Account Specialist." I then wait on hold for at least ***************************************************************************** being given the option to get a return call. On Endurance's website there is a Chat option. I waited on that for about 10 minutes, receiving only autoreplies that they were getting an agent to help me. There was an option on the website to send a message through a contact form. I filled it out then clicked on send message. Nothing happened!!! (Big surprise huh?) Tried several times without success.

  

  Business Response

  Date: 09/21/2022

  Please be advised that the contract has been canceled at the request of the consumer. A pro-rata refund calculated resulting in a negative amount, and no refund will be issued. An Endurance customer ********************** manager contacted the customer and informed him of the outcome.

  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:09/15/2022

  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 purchased a warranty from Endurance on 7/1/22. The supreme coverage, which basically covers everything. Fast forward to today, 9/16 my vehicle is at ************* and they're stating that my car needs new suspension. The parts are covered via the contract. Endurance sent out an inspector to investigate and gather information. Upon conclusion, he determined that there was "misuse", meaning I drove the vehicle extensively without having it diagnosed, in which the claim would be denied, via section x tab D of the contract. *** sent documentations discrediting the claims of misuse, I also obtained a copy of the fault codes for the vehicle that shows when the indicator message flagged and also how far and long I drove after. Those things also discredits the inspectors "findings". In other words they just don't want to honor the contract and approve the claim because of pricing.

  

  Business Response

  Date: 09/21/2022

  On 9/8/22, the consumers repair facility filed a claim under the consumers contract, reporting a failure of the vehicles suspension. The repair facility reported the vehicle was driven with an active chassis stabilization message and that the vehicle was riding rough.The repair facility stated that the leaking struts caused the compressor to burn up.  The air compressor could not be authorized as the consumers contract does not provide coverage for

  D.  failure to protect Your Vehicle from further damage when a Breakdown has occurred or failure to have Your Vehicle towed to the service facility when continued operation may result in further damage. Continued operation includes Your failure to observe warning lights, gauges, or any other signs of overheating or component failure, such as fluid leakage, slipping, knocking, or smoking, and not protecting Your Vehicle by continuing to drive creating damage beyond the initial failure.

  Upon receipt of this complaint,an Endurance manager contacted the consumer and discussed the claim in detail,including informing the consumer that the claim process is moving forward for the initial cause of failure. We appreciate the opportunity to address the consumers concerns.

  Regards,
  Endurance Resolutions

• Initial Complaint

  Date:09/13/2022

  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.

  36 months / 50,000-mile coverage purchased with vehicle on 7/1/21 for $3,260. Vehicle towed to dealership of purchase on 8/2/22 for loss of power steering. Technician diagnosed failure to Power Steering Control Module. PSCM is an eligible part. Dealership repair center was unable to order a new PSCM unless ordering in addition to a new Rack Assembly. While the service agreement covers a new Rack Assembly, Endurance would not cover a replacement in this instance, as the current Rack Assembly was undamaged. Claim was denied. Technician reached out to Endurance executive via email to negotiate coverage, due to inability to order just a PSCM. Endurance maintained they would neither cover nor partially cover the cost of the part. Out-of-pocket repair cost $2,500.11 Claim# CL10741979

  

  Business Response

  Date: 09/22/2022

  The consumers level of coverage, the ValueMax L2, is a stated-component coverage. All eligible components are listed by name in the Coverage section of the contract. Any part not listed in the Coverage section is not eligible for coverage under the Advantage Plus.
  

  On ******************************************** filed a claim for repairs under the consumers contract. The shop reported that the rack assembly was inoperable due to a failure of the power steering module. Since the power steering module is not listed as an eligible component in the contract's Coverage section, the claim could not be authorized.

  
  Best Regards, 
  Endurance Resolutions
  

  
  

• Initial Complaint

  Date:09/13/2022

  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.

  Bought warranty beginning of 2021 got the plus plan at first they were covering my repairs I had a ******* repair in match of 2022 they sent out an adjuster he looked over the vehicle and approved the repair now on August 29 2022 brought vehicle to dealer they diagnosed that it needs engine repair totaling ******* they sent out an adjuster he saw that it had a Uber decal on the windshield he went back to his office the next day dealer gets a call from endurance that they will not pay out the claim due to vehicle being used for rideshare but in march the sticker was also on windshield and they payed the ******* claim now that the repairs are ******* now they are refusing to pay but previous claim was paid I feel that the reason they are not paying is due to cost of repair I would not recommend them they tell you one thing and do another beware of what they sell you when I sighted up was not told you have to get rideshare coverage in order to have repaired I think they should pay for repairs due to they payed 3 other claims Inam also going to seek legal counsel and take endurance to court

  

  Business Response

  Date: 09/21/2022

  Thank you for bringing this to our attention. In response to the consumers request seen above, Endurance has resolved the matter to their satisfaction. We appreciate the opportunity to address this concern.
  

  Regards,
  

  Endurance Resolutions

• Initial Complaint

  Date:09/13/2022

  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.

  On 08/06/2022 I purchased a vehicle extended warranty from Endurance Warranty Services LLC. We were told that there is a 30 days + **** ********************* ******. At the time of purchase of contract the recorded miles was *******. On 09/08/2022 whilst dropping my wife off to work I heard a whining noise coming from the front of the car. I pulled aside and turned off the vehicle but didn't see anything unusual. I started the car and continued to drive the vehicle home. At this time time the car was at ******* miles. I called the warranty company and told one of the representatives about the noise I heard coming from the car. She advised me that I can take it to any mechanic shop and have them run a diagnostic and they'll take it from there. I managed to get the car towed to the shop on the said day (09/08/2022). The shop ran their diagnosis and I followed up with them on Friday 09/09/2022 when I was advised that I would need a new transmission. On Tuesday 09/13/2022 I received a call from the shop advising me that they submitted a claim to the warranty company but was denied! I asked why? The repair guy said that the warranty company is saying that I just passed my grace ****** and they are going to denied this claim as pre-existing. I called the warranty company to find out why is this? Because I am out of the grace ****** and have driven over ***** miles since I've purchased this contract. This is not may fault that the transmission is gone, I'm not a mechanic and if this was the case then they should have and should be doing inspections on all vehicles prior to selling us bogus contracts. They need to resolve this matter ASAP because I need my car to drop my kids to school.

  

  Business Response

  Date: 09/20/2022

  The consumer contacted Endurance and purchased a service contract on 8/6/22. The service contract has a 30-day and ****-mile waiting period, both of which must elapse before any new failure is eligible. Any failure that occurs or begins to occur prior to the expiration of the waiting period is not eligible for coverage.

  On 9/13/22, a claim was filed under the contract with a failure reported to the transmission. The repair facility reported that the vehicle arrived at the facility on 9/8 and stated that the vehicle heats up when driving on the highway, there is a whining noise present, and the vehicle loses power. The facilitys representative stated there were codes present indicating that the eye gear was slipping and that the front pump was bad. These findings indicated a long-term failure that would not first occur outside of the recently expired waiting period. The pre-existing failure was excluded by the contract terms, which state that coverage is not provided

  I. For any Pre-Existing Condition, for any Breakdown that occurs, or begins to occur, prior to the expiration of the Waiting Period

  Upon receipt of this complaint, a manager from Endurance contacted the consumer and resolved the situation.

  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:09/12/2022

  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 was receiving hundreds of calls for a vehicle warranty in which time i had to change my home number. Now this company on a regular has been sending me mails. I want them to stop sending me any kind of mail. I have never had any policies with this company and not interested in their services. Please have them stop sending me emails. I don't want them with my number i submitted with this complaint or my email. I just want peace of mind without these harrassing calls and mails i have been receiving.

  

  Business Response

  Date: 09/13/2022

  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 outbound solicitation calls were placed to this consumer from Endurance. 
  
  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. 
  

• Initial Complaint

  Date:09/12/2022

  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 have received two letters from them stating I have a maintenance contract with my truck and I could renew it for $5000. I contacted them the first time and told them it wasn&#**;t true. They sent me another letter. I called them today and they told me my contract expired and I could renew it with them. I found out I don&#**;t have a contract with Endurance, but with another company and it hasn&#**;t expired. I called my service contract company and they have been getting a lot of complaints about this company about the same issues. I called Endurance again and the rep told me it&#**;s a solicitation.

  

  Business Response

  Date: 09/16/2022

  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: 09/21/2022

   
  Complaint: 18016011
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

   

  I recently received the same solicitation for renewing my contract for my automobile maintenance contract I do not have with these people.  Also the first person I contact d let me believe that this was a valid contract I had with them when I in reality had not contract with them alt all.

  

  Business Response

  Date: 10/01/2022

  Our company recently 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.