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:09/11/2022

  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 paid ****** down payment and 3 months payments of ****** for a total of ******. I took my vehicle to my local dealership with transmission problems. The dealership contacted endurance and they sent out an independent inspector that verified the transmission was slipping. I received a phone call from endurance stating my claim was being denied because there was a cold air intake on the vehicle. I was never informed when they sold me the warranty that this would be an issue evidently trying to make a sales quota. They do not provide a hard copy of the policy everything is done through email so if you dont have a computer this is very difficult. What I am most upset about is I paid ****** for absolutely nothing and as it turns out they would never have paid anything. All I wanted from them was a full refund and not a pro rated one for that reason. They just took my money like a scammer does. I would encourage anyone reading this to be careful with this company.

  

  Business Response

  Date: 09/19/2022

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

  Best Regards, 
  Endurance Resolutions
  

  
  

  Customer Answer

  Date: 09/21/2022

   
  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:09/10/2022

  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.

  Huge SCAM If you have an used vehicle they will blame all the failures on PRE-Existing Conditions and wont honor the warranty. I signed with Endurance for about 2 months ago and unfortunately have a low cost repair (transaxle) that has been denied because Endurance Warranty is claiming this is a PRE-EXISTING CONDITION issue and they wont cover.Ive met ALL the requirements before starting a claim (30days wait period and over 1k miles) but endurance still denies my claim.*************************, who sold me the warranty verbally confirmed that as long as I met all the requirements before starting a claim, I would not have any problems FALSE INFORMATION.My 2010 KIA ***** had over 80k miles when I signed with Endurance. Everything that goes wrong Endurance Warranty will classify as Pre-Existing Condition and not fulfill the contract.Endurance is highly untrustworthy and full of Misleading Information.Endurance Warranty is a SCAM.

  

  Business Response

  Date: 09/19/2022

  Upon receipt of this complaint, an Endurance manager contacted the consumer and discussed the claim in detail. We are assisting the customer in reducing the repairs out-of-pocket cost and in the interest of customer ********************** have deferred the consumers next payment.

  
  Regards,
  Endurance Resolutions 

• Initial Complaint

  Date:09/09/2022

  Type:Product 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 paid down payment on an extended car warranty policy on the morning of September 8th. I wanted to think about it but he said on callback I wouldn't get the advertised $300 discount but that there is a 30 day money back guarantee. He told me about the coverage, listed all of the many things covered and I asked to confirm that this was the highest level of coverage and he said "this is what is recommended for your vehicle". The prices seemed reasonable. He told me the down payment was $170. I gave my credit card info. Later that day I did some more research and had second thoughts based on some reviews and then looked at my confirmation email which listed the name of the lowest amount of coverage, which didn't make sense to me based on all of the things ****** listed that would be covered which was the final red flag. I also noticed that there was a charge for 150 and separate charge for 120. I called ******'s "direct number" and told him I wanted to cancel and he said OK I'll transfer you to the right place. Was on hold for 10 minutes then a woman answered and I told her my policy number and that I wanted to cancel and she put me on hold for 25 minutes and then another person answered and started over. I expressed my dismay nicely and he was quite rude. I asked him not to put me on hold but he did anyway for another 15 minutes. He said the $20 was a non-refundable activation fee, which I was not told about. He finally, rudely, said I would be credited both back and gave confirmation#**********. Said it would drop off in 24hrs. It has now been over 24 hours and I looked ands instead of credit there was another charge for 150 and another charge for 20. Please help. I can't bare to call back and get the runaround again.

  Customer Answer

  Date: 09/14/2022

   
  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:09/09/2022

  Type:Sales and Advertising 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 have had a warranty with Endurance for ********************************************************************* my truck. I serviced it in time and never had any issues. They are saying the tires that came on my truck were to big and are not covering it, my 2015 Silverado **** hd that I never even tower with they will not cover even after I paid for 18 months straight. Never even one late payment.

  

  Business Response

  Date: 09/19/2022

  Upon receipt of this complaint,an Endurance Manager contacted the consumer and the matter has been resolved.

  Regards,

  Endurance Resolutions

  Customer Answer

  Date: 09/21/2022

   
  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:09/09/2022

  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 am filing this complaint in order to cancel my policy with them, because they don&#**;t answer, and when they do they put you on hold forever.

  

  Business Response

  Date: 09/23/2022

  Thank you for bringing this to our attention. An Endurance manager has attempted to reach the consumer but was unsuccessful. The Manager has since provided their contact information via email to the address on file. The contract has been canceled and a pro-rata refund has been sent to the consumers address on file. If the consumer has any questions, she can contact manager **** at ************.

  Kind Regards,
  Endurance Resolutions

• Initial Complaint

  Date:09/09/2022

  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 an extended warranty have been paying on this service for almost four years to find out for the first time I am needing to file a claim the extended warranty would of never covered my vehicle. This company sold my contract to another company that does not cover the transmission. In my contract my vehicle was not ever modified per their requirements because it came from the dealer. I was sold false coverage on my vehicle.

  

  Business Response

  Date: 09/16/2022

  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:09/08/2022

  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.

  Endurance warranty = an absolute scam. I purchased a policy on my 2013 ****** with a clean carfax, and vehicle inspection with only ****** miles on it. I purchased an endurance policy in July 2022. with the policy start date being August 18 of 2022, provided I drove **** miles. My first issue with my vehicle occurred on August 22 of 2022 where I brought it over to a ASE certified mechanic shop. Following the warranty direction I immediately had it inspected by the mechanics and the mechanic shop submitted the claim for broken engine mounts which are covered under my contract. The total cost was $2800 for the replacement of the engine mounts. After the mechanic was placed on hold for over an hour the warranty company denied the claim saying they dont cover nuts and bolts. The mechanic then explain that the mounts had failed itself and that the stud they were referring to was a part of the mount as a whole and was not a nut or a bolt or fastener. The customer ********************************************* even admitted it should be covered. However, over the next 12 days the mechanic shop and myself have provided pictures, video, part schematics, car history, and continuous follow up calls each ending in either a denial or a simply unanswered response. Each time I called I was told I would be called back but never received a call. As of today the car is still not fixed and they have recently rejected 3 separate attempts from the mechanic shop and myself to send an adjuster out to evaluate the parts and repair for themselves. At this point, I have spent $700 in additional expenses due to the loss of use of my vehicle, and almost three weeks with a continuous circle with no solution provided. In addition to it all they recently sent me reminder me to pay the monthly bill of $100 to keep my protection for expensive repairs (like engine mounts). Ive already paid them a deposit and several months of payments to date on a $3000 five-year policy. Honor your word and fix my engine mounts

  

  Business Response

  Date: 09/16/2022

  On 8/22/22, a claim was filed under the contract, with failures reported to the engine mounts. The repair facility reported that the studs on the engine mounts snapped off and suspects they were overtightened. Breakdowns due to failed nuts, bolts, and fasteners are not eligible under the contract,and the claim could not be authorized. Endurance excluded the claim per the Exclusions section of the contract, which states coverage is not provided for
  

  P. Breakdown caused by or due to the failure of nuts, bolts or fasteners (internal and/or external).
  

  A manager from Endurance reached out to ************** regarding the claim outcome. Although the claim could not be authorized, the manager offered the consumer a mutually beneficial resolution in the interest of customer **********************. We appreciate the opportunity to clarify the details of the consumer's claim.
  

  Kind Regards,
  

  Endurance Resolutions 

  Customer Answer

  Date: 09/28/2022

   
  I have reviewed the contract with several company teams and found that the Endurance Warranty Company has lied once again and willfully failed to disclose the whole contract. The exclusion clause they are referring to (Section P) according to the business reads as follows (screenshot of their response stating this is attached):
  "P. Breakdown caused by or due to the failure of nuts, bolts, or fasteners (internal and/or external)."
  
  Upon review of the contract, the language clearly states that Section P exclusion does not apply and that it validates that my claim should have been approved. Below is the FULL excerpt from section P from the contract:
  "P. Breakdown caused by or due to the failure of nuts, bolts, or fasteners (internal and/or external). Nuts, bolts or fasteners are covered in conjunction with a covered repair that arises from a Breakdown of a Covered Part." 
  
  By actively leaving the second part of the statement off of the response the Endurance Warranty Company had malicious and willfully intended to misrepresent a contractual obligation. My contract has engine mounts as a covered part. The engine mounts themselves failed. As per the shop's amended refile the piece of the mount they are referring to is a part of the mount as a whole. This means regardless, that the part and its nuts in bolts are in conjunction as a whole and any failure is covered per the Section P notice. 
  
  In addition, the mutually exclusive benefit is not the case. The Endurance warranty wanted to provide me with just $25 on $200 of payments as a refund. They started their refund policy, once a contract starts, is based on calculations where within the contract, however, the contract does not include a calculation nor a percentage rate for how these calculations are given. Which leads to a fraud-like calculation on a refund when no services are provided. The only option to receive my money back is to sign an NDA, which requires me to remove negative experiences and recall any action taken (like a post to the BBB) to receive money contractually obligated to me for their breaking a contract in bad faith. In other words, the settlements they are referring to in your previous post are negotiated in bad faith to lie to you as the BBB and other consumers researching their business practice to give off the impression that they always settle their issue when in fact they actively lie. They only call once a bad experience has been posted on the BBB and only refund money once an NDA is signed (attached as well). Further investigation into their business practices and habits should be done as these are liars and cheats. 
   
  Regards,
   
  *************************
  ********************
  ************

  

  Business Response

  Date: 10/03/2022

  As stated in Endurance's previous response, the repair facility reported that the studs on the engine mounts snapped off and suspects they were overtightened. The engine mounts appeared to be new, according to the repair facility, and the only cause of failure were broken studs. Breakdowns due to failed nuts, bolts, and fasteners are not eligible under the contract, and the claim could not be authorized. Endurance excluded the claim per the Exclusions section of the contract, which states coverage is not provided for
  
  P. Breakdown caused by or due to the failure of nuts, bolts or fasteners (internal and/or external).
  
  Endurance's management contacted the consumer after receiving the complaint; please be advised that the contract was canceled on 9/27 at the consumer's request. In the interest of customer **********************, ********************** offered a full refund on the consumer's account instead of the pro-rata return specified in the contract. Because the contract did not provide for a full refund, Endurance gave the customer an agreement so that payment could be made, but the consumer declined.
  
  If the  consumer requires any additional assistance, kindly contact Manager *** at ************.
  
  

  Customer Answer

  Date: 10/18/2022

   
  Complaint: ********
  
  I am rejecting this response because:

   

  Hello, I am asking you re-open complaint #******** against Endurance Warranty Services LLC. I have reviewed their response and once again the warranty company left out facts and did not answer the actual complaint or respond to the question. 

  
  

  They stated that  the failure was due to solely the stud on all mounts. This is in fact a lie. The shop never told them it was all due to the studs failing on all mounts. In fact they even amended their claim to say that was not the case and the mounts and a whole failed. 

  
  

  Secondly, the shop took pictures and video of the all the mounts  sent them to the company. The BBB should be aware they have been sent these images proving the mounts were affected as a whole. In addition to the fact that these proof of issue videos and photos were at the request of Endurance. In short, they company asked for photos proving the claim the mounts as a whole were bad and once they did they omitted any details or information to the BBB which would support the claim that they have intentionally misrepresented the entirety of the situation. 

  
  

  In addition, the agreement they sent was a settlement agreement which requires me to recant my negative experience with them in order to receive a full refund. When I asked for the pro rated refund and a breakdown of the cost to achieve said refund they have not, and continue to (as recorded in their response to the BBB) fail to provide a calculation to how they achieved a refund that is conveniently so low with no way for the contracted party to calculate and confirm the refunded funds. Essentially, they are hiding the percentages they use in order to make it impossible for a customer to confirm the refund they should receive while Endurance provides nothing but a worded statements that only tells you how much but not how the refund is calculated. This was *** who said he couldnt give an answer or explain these topics. Endurance placing him here as a point of contact and framing this as a mutual resolves is another attempt to misconstrue and distort the truth of the situation presently created by them. 

  
  

  
  

  Lastly, they once again failed to provide the full language in the contract regarding section P. Or why they do not honor the full language in a section P to a contract they drafted and are using in binding force. Or why they have denied a covered claim under section P, whose language, verifies the claim should be covered.  The language in the contract clearly covers nuts, bolts, and fasteners are covered in conjunction with another part. Besides the fact that the stud is apart of the mount, Endurance is refusing to honor the claim due to it being under section P. Upon the full statement of section P it still does not support a case for why the claim was denied. Their recent response also do not explain or answer the questions asked the first time. 

  
  

  

  I work 90 hours a week and go to grad school. I rarely get time to respond back. And the loss of use of my car for weeks while endurance continually lies and avoids answering questions that would show the truth of the situation and their negligence and active attempt to continually deny service claims that they are contractually obligated to provide shows that these are people who scam and deflect. When caught they intimidate and withhold. These are not reputable business practices but the practices of scammers and con artists alike. 

  
  

  Regards,

  
  

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

  ************

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

  

  Business Response

  Date: 10/24/2022

  The repair facility reported that the studs on the engine mounts snapped off and suspects they were overtightened, as stated in Endurance's previous response. According to the repair facility, the engine mounts appeared to be new, and the only cause of failure were broken studs. Breakdowns caused by failed nuts, bolts, and fasteners are not covered by the contract, and the claim could not be authorized.
  

  In the interest of customer **********************, ********************** offered a full refund on the consumer's account instead of the pro-rata return specified in the contract but the consumer declined.
  
  

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 17937602
  
  I am rejecting this response because:I have reviewed their response and once again the warranty company left out facts and did not answer the actual complaint or respond to the question. 
  
  
  They stated that  the failure was due to solely the stud on all mounts. This is in fact a lie. The shop never told them it was all due to the studs failing on all mounts. In fact they even amended their claim to say that was not the case and the mounts and a whole failed. 
  
  
  Secondly, the shop took pictures and video of the all the mounts  sent them to the company. The BBB should be aware they have been sent these images proving the mounts were affected as a whole. In addition to the fact that these proof of issue videos and photos were at the request of Endurance. In short, they company asked for photos proving the claim the mounts as a whole were bad and once they did they omitted any details or information to the BBB which would support the claim that they have intentionally misrepresented the entirety of the situation. 
  
  
  In addition, the agreement they sent was a settlement agreement which requires me to recant my negative experience with them in order to receive a full refund. When I asked for the pro rated refund and a breakdown of the cost to achieve said refund they have not, and continue to (as recorded in their response to the BBB) fail to provide a calculation to how they achieved a refund that is conveniently so low with no way for the contracted party to calculate and confirm the refunded funds. Essentially, they are hiding the percentages they use in order to make it impossible for a customer to confirm the refund they should receive while Endurance provides nothing but a worded statements that only tells you how much but not how the refund is calculated. This was *** who said he couldnt give an answer or explain these topics. Endurance placing him here as a point of contact and framing this as a mutual resolves is another attempt to misconstrue and distort the truth of the situation presently created by them. 
  
  Lastly, they once again failed to provide the full language in the contract regarding section P. Or why they do not honor the full language in a section P to a contract they drafted and are using in binding force. Or why they have denied a covered claim under section P, whose language, verifies the claim should be covered.  The language in the contract clearly covers nuts, bolts, and fasteners are covered in conjunction with another part. Besides the fact that the stud is apart of the mount, Endurance is refusing to honor the claim due to it being under section P. Upon the full statement of section P it still does not support a case for why the claim was denied. Their recent response also do not explain or answer the questions asked the first time. 
  
  I work 90 hours a week and go to grad school. I rarely get time to respond back. And the loss of use of my car for weeks while endurance continually lies and avoids answering questions that would show the truth of the situation and their negligence and active attempt to continually deny service claims that they are contractually obligated to provide shows that these are people who scam and deflect. When caught they intimidate and withhold. These are not reputable business practices but the practices of scammers and con artists alike. 
  

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

• Initial Complaint

  Date:09/08/2022

  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 an Endurance warranty 9n Monday, September 5th 2022 and called and emailed the business today for a refund. They debited my checking account for $203 on Monday. They answered the phone, then transferred me twice, and places me on hold for an interminable period. After finally answering, they first said they couldn't find my policy, then they tried to deny my refund, even though they have a 30-day refund policy. Then they placed me on hold again. After a longer period, they finally said they would refund it, but wouldn't provide me a reference number.

  

  Business Response

  Date: 09/12/2022

  Upon receipt of this complaint, an Endurance manager contacted the consumer and resolved the issue.

  Regards,

  Endurance Resolutions

• Initial Complaint

  Date:09/08/2022

  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 brought my car to ****** Cadillac for repair. The service advisor states the steering gear needs to be replaced. The steering gear is a covered part but Endurance Warrenty has denied the claim. I would like for Endurance Warrenty to approve the repair.

  

  Business Response

  Date: 09/19/2022

  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:09/08/2022

  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 took my truck to *********************** due to issues and it comes out that i needed a new transmission. After being told that my truck would take only 5 days, it comes out that the Endurance adjuster never placed my order for the transmission. So instead of 5 days its took them 10 days. It's wasn't my fault and the insurance doesn't want to pay the extended car rental. I've called several times and they tell me that it only covers 5 days in which I totally understand but they failed to order the transmission on time not me. No supervisor has returned my call and everytime i call it's the same information. Im sorry but we only cover up to 5 days.

  

  Business Response

  Date: 09/19/2022

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

  Best Regards, 
  Endurance Resolutions