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
- 3,475 total complaints in the last 3 years.
- 1,190 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/08/2022
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.
Paid about $3,300 for the extended warranty when I bought the vehicle. Most recently I had an issue with a rocker arm needing to be replaced. They continued to drag out the approval for more than 5 months and have been unable to repair due to the direct cost and endurance choice not cover costs because of lack of records of oil changes even though the company that completed the oil changes contacted endurance and verified that the oil changes were done regularly. Now that so much time has gone by there has been more damage. If they would have covered what I paid to have the warranty covered the cost would have been about $600 and now as a result of them delaying what they should have covered is now $1,700. The damages are a direct result of them not covering what they were paid to cover and the amount of time they drug on hunting for oil changes when it could have been repaired and done.
Business Response
Date: 09/19/2022
On 7/7/22, a claim was filed under the contract by ****** Motors ******** DCJ.The vehicle was driven into the repair facility on July 28th with a complaint of a ticking noise coming from the engine. The odometer read ****** miles at the time of the failure. The rocker arms and lifters had failed, according to the shop. The shop advised replacing all of the aforementioned components.
As the claim concerns an engine failure, Endurance requested documentation of oil change maintenance records to verify that his responsibilities under the contract had been fulfilled. The owners manual requires the oil to be changed at the sooner of ****** miles or 12 months. The consumer first purchased the vehicle and contract on March 12, 2020, at a mileage of ******. Endurance requested the three most recent oil change services.
As of today, the consumer has not provided documentation that these maintenance services were completed. Endurance requests that if the consumer has verifiable documentation that this service was completed, the consumer immediately present it to us for review.
Customer Answer
Date: 09/27/2022
Complaint: 17934704
I am rejecting this response because: *********** that did the oil changes on a regular basis contacted endurance and verified that the oil changes were made regularly. I had since taken the vehicle into ****** and Sons for work to be done versus *******************. ******** verified, when disassembling engine, that the engine was in great condition and oil changes were apparently done regularly. I have submitted the claim back over to endurance and they are still refusing to pay any part of the claim. The damages that were incurred by the delay of responsibility on the part of endurance cost twice as much and would have made the vehicle inoperable if I had not had it fixed and paid in full totaling over $1,600. Now I am asking for at least some reimbursement at this point though they should be responsible for at least $1,500 of it.
Sincerely,
*************************Business Response
Date: 10/05/2022
As stated in Endurances previous response the consumer has not provided documentation that these maintenance services were completed. The claim was excluded under the contract terms, which state
VII. RESPONSIBILITIES:
A. YOUR MAINTENANCE REQUIREMENTS: You must have Your Vehicle checked and serviced in accordance with the manufacturers recommendations, as outlined in the Owners Manual. NOTE: Your Owners Manual lists different servicing recommendations based on Your individual driving habits and climate conditions. You are required to follow the maintenance schedule that applies to Your driving habits and climate conditions. Failure to follow the manufacturers recommendations that apply to Your driving habits and climate conditions may result in the denial of Coverage. If an Owners Manual was not provided with Your Vehicle You can contact Your Vehicles manufacturer for maintenance requirements.
It is required that verifiable receipts be retained for all maintenance services. You must retain verifiable receipts proving purchases of all required parts and materials necessary to perform the required maintenance; confirming the date and mileage for the services performed. Maintenance and/or service work receipts will be requested by the Administrator.
IX. WHAT IS NOT COVERED: Coverage is not provided under this Contract:
H. For any Breakdown caused by Your failure to follow the instructions in Section VII.A. YOUR MAINTENANCE REQUIREMENTS, any Breakdown where maintenance records pertaining to a Breakdown have been requested by Us but cannot be produced or verified, or Breakdown as a result of lack of normal maintenance required by the manufacturers maintenance schedule for Your Vehicle.
As Endurance could not verify that the maintenance requirements were being kept according to the manufacturer's guidelines, the claim was subsequently declined.
Best Regards,
Endurance ResolutionsCustomer Answer
Date: 10/13/2022
I had received a partial payment which would signify there admission of responsibility but will not cover for the further damages they have caused. I will accept what I can from them but is an unexceptionable business practice to try and squander what the client pays for in terms of service.
Complaint: 17934704
I am rejecting this response because:
Sincerely,
*************************Initial Complaint
Date:09/08/2022
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 took out a policy with endurance warranty they told me they deal with the **** Dealer I had my car towed there. And the **** dealer do not deal with them so I had to pay to have my car towed somewhere else and I have to pay for that out of pocket so I put my car in another shop and it took them nine days to send someone out to check out the car I have a top-tier insurance through them and they denied my claim I asked them could they send me a letter explaining why they said no thats against their policies. I told them it is not what they said it is how can I prove it they said have your mechanic call and try again because my transmission was slipping I called them several times with no help at all when I took out the claim the man told me since I have the top tier I dont have to worry about anything and now they told me I shouldve took out the extra insurance And I told them when I took out the insurance they told me that they deal with the **** Dealer and that was a lie Ive had a warranty serve insurance before but this is the worst insurance Ive ever seen if I can give them zero stars I would. Please dont waste your moneyBusiness Response
Date: 09/20/2022
On 8/26/22, the consumer's repair facility filed a claim under the consumers contract. The repair facility reported that the vehicle hesitates under acceleration and that the transmission fluid was low and dark. The facility recommended that the transmission should be replaced. An independent, 3rd party inspector was dispatched to the repair facility to confirm the repair facilitys findings.The inspector confirmed these findings along with the presence of a heavy leak.The facilitys representative stated that the leak was coming from the torque converter seal. The claim could not be authorized as the consumers stated component contract does not provide coverage for seals and gaskets as stand-alone items.
Upon receipt of this complaint, an Endurance manager attempted to reach the consumer to address her concerns. Currently,we are requesting the consumer contact manager **** at ************.
Regards,
Endurance ResolutionsInitial Complaint
Date:09/08/2022
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.
They have my vehicle for over a month and refuse to fix my vehicle as per warranty contract I have tried numerous times to get them to honor their obligation they have excuse after excuse as to reasons they are not living up to contract they take my money every month from my bank account but when I needed their services they do not honor their contract please help us my wife is on disability and needs her vehicle to get to Dr's and treatment please contact them and help us to resolve this situation in a timely manner your help will be greatly appreciated and I read padt reviews and u have helped numerous customers resolve the matter in a positive way thank you for your help I am looking forward to hearing from one of your representativesBusiness Response
Date: 09/19/2022
Upon receipt of this complaint, Ms. ********* claim was authorized by Endurance in the amount of $4,836.51.
If ******************** requires any further information, she may contact manager, ***, at ************.
Best Regards,
Endurance ResolutionsInitial Complaint
Date:09/07/2022
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 from Endurance (Worst mistake I have ever made), and my motor started to have a knock in it. So the repair facility filed a claim with Endurance, and agreed to fix my car. They sent an inspector out (To look for anything they can to not fix the car) and the inspector took 5 days to report they will not fix the car due to the wheels and tires not being factory. In fact they are factory wheels and tires (Bought the car this way) and have the same exact diameter which doesn't affect anything including the engine. They said the car is supposed to have 235/55/17 and the car currently has 255/40/19 factory mustang wheels. The diameter is the exact same, I explained to Endurance for many weeks that they need to fix my car. I have recorded calls, and documented emails for every transaction I have had with this company. They refuse to fix my car based on the wheels/tires not being the same size as factory when they are factory. I got scammed and paid them lots of money, and continue to get the run around from everyone at Endurance including management. All I want is my car fixed, and now I have to figure out a way to come up with $4k-5k to fix my car. I will make sure the local news, social media, and the BBB gets this out to the public so nobody makes the same mistake and uses Endurance Warranty.Business Response
Date: 09/15/2022
On 7/13/22, the consumer's repair facility filed a claim under the consumers contract. An independent third-party inspector was sent to verify the repair facilitys diagnosis. During the inspection, it was noted that the vehicle had been modified with oversized tires. The claim could not be authorized as the contract does not provide coverage for
EXCLUSIONS WHAT IS NOT COVERED
If any alterations have been made to Your Vehicle or You are using or have used Your Vehicle in a manner not recommended by the manufacturer, including but not limited to: the failure of any custom or add-on part, all frame or suspension modifications, oversized/undersized tires or wheels
Upon receipt of this complaint, an Endurance manager contacted the consumer and in the interest of customer ********************** agreed to a full refund, rather than the pro-rata refund specified in the terms and conditions of the consumers contract.
Regards,
Endurance ResolutionsCustomer Answer
Date: 09/18/2022
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:09/07/2022
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.
Brought policy on july21 2022. Made a claim on August 28 2022. Trying to deny by saying preexisting condition on CVT transmission. Dealer and service department say there is no way to prove it. It is a 2013 ****** Pathfinder sv 4wd. That transmission gives no sign of anything wrong until it does. Company will not show proof of preexisting condition just as the dealer can not show it is not. No lights or anything came on to say if anything was wrong. ****** has tried to tell them that but I think they think they are smarter than the people who work on them everyday.Business Response
Date: 09/15/2022
Following receipt of the complaint, an Endurance representative spoke with the customer and thoroughly explained the denial. The representative provided the customer with a policy discount as well as assistance in locating less expensive parts to reduce any out-of-pocket costs.
If the consumer requires any further information, he may contact customer ********************** at ************.
Best Regards
Endurance ResolutionsInitial Complaint
Date:09/06/2022
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 trying to get my money back which is $767 dollars because I bought this warranty about 6 months ago and when I went to file a claim I was told they could not honor the warranty because the car had a prior salvage title which they knew already so we I went to cancel the warranty the representative said that I should receive my money back because they could not cover the car unless I started a new policy so far I have reciev d a payment of $1.64 and the rest was used for processing fees this company is a total scam and I hope others dont get scammed out of their hard earned moneyBusiness Response
Date: 09/15/2022
Thank you for forwarding the consumers concerns. In response to the consumers request seen above, A manager from Endurance spoke with Mr. ****************************** and has resolved the matter to their content. We appreciate the opportunity to assist the consumer.
Kind Regards,
Endurance Resolutions
Customer Answer
Date: 09/19/2022
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:09/06/2022
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 tried to cancel this numerous amount of times. Below are pictures of the FEW attempts that *** made to try to cancel. I also tried last week before my second month was due. I havent used endurance. And I dont want to because I cant even get ahold of anyone. My login didnt work with what I was told Would be my temp. Login. I was told I could cancel it but what Ive had to go through to cancel is insane i finally after spending an hour plus on the phone, got this guy and I do have the name but wont put it on here, He spent over 15 mins trying to get me to keep my account that I said I didnt want multiple times. I ended up having to say that I didnt want to talk about anything else and I just wanted to cancel. He said I had to fill out a paper and then will get PRORATED back my two months of spending $163.14 all because you all didnt answer me and I kept getting transferred, no emails back except the guy I spoke to today giving me the contract because I didnt have it before he tried to talk me into staying, no live chat because I didnt get answered on there for over an hour. I want a full refund as I TRIED to cancel. And for a manager to even tell me Im getting prorated because I didnt call before sept 3rd (even though I have proof that I did call and got no call back multiple times) is just ridiculous. I should be able to get everything back I paid and be allowed to cancel without being hounded. DONT WALK, RUN. never use this company!Business Response
Date: 09/13/2022
After receiving this complaint,an Endurance Manager contacted the consumer and resolved the situation.
Best Regards,
Endurance ResolutionsCustomer Answer
Date: 09/15/2022
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:09/06/2022
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 call about my refund I got a policy with this company but I had second thought about them cause I heard bad things about them so I decided to cancel it so I call to see about my refund and when we was talk he try to keep me with them and I told him I made my mind up so he said it take up to 30days and after that he told me good lucky so I need my money so Im reaching out to yall to help me with thisBusiness Response
Date: 09/13/2022
Please be advised that the contract has been canceled at the request of the consumer. The full refund is being expedited, and the consumer has been notified of the outcome.
Best Regards,
Endurance Resolutions
Customer Answer
Date: 09/15/2022
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:09/06/2022
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 placed my car in the shop. There was a mileage discrepancy reported by a repair shop when they plugged a tire. I contacted the repair shop and they realized there was a large discrepancy as i had taken the car in November for the same tire. The female on the phone realized that and looked into the issue. She corrected the car fax with the correct data. When calling Endurance to advise them, they told me i needed to give them an updated car fax report. That they would not pay for a second. I contacted ***** who gave me the report. I emailed the report to Endurance on Thursday. On friday they said they were still reviewing and to send another email of the report. On Monday morning they were still denying wanting to pay and said they need something with letterhead and then requested an invoice or proof of the document where ***** wrote down the information incorrectly. They just dont want to pay the claim on my vehicle and my vehicle has sat in the shop over a week now.Business Response
Date: 09/13/2022
After receiving this complaint, an Endurance Manager contacted the consumer and resolved the situation.
Best Regards,
Endurance ResolutionsCustomer Answer
Date: 09/16/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They have offered a full refund. I have not received it yet but expect it in the next few days.
Sincerely,
*******************Initial Complaint
Date:09/04/2022
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 a 2011 ***** Tahoe with high mileage (*******) in July 2021. We purchased the extended warranty with Endurance for $2,787 for this vehicle. *** vehicle was brought into ****** Chevrolet for an oil change and to inquire about possible shudder on 8/16/22. We informed the dealership that we had the extended warranty through Endurance. When the shop called to say the vehicle needed a torque converter they told us they would contact the warranty company. Endurance said it was covered and sent out an adjuster. ***y then came back on 8/19/22 saying the claim was denied because there was no transmission flush done at ******* miles. *** car fax report showed there was maintenance done on the vehicle with the previous owners completing a transmission flush at ******* miles on 11/20/20. We sent Endurance these invoices and a letter from GMC corporate stating the vehicle had this transmission flushed at ******* miles and would not require another for an additional 50 thousand mile per vehicle manual unless additional services rendered so. So the next transmission flush would not be necessary until ******* miles. Endurance said they would need to resubmit this claim and it could be 48 hours until there was an answer. This then came back denied again. We called Endurance asking why this was denied now. ***y said all services look like they were completed appropriately and would send in a repeal. At this point the dealership needed our car out of the shop. We said we told them we didnt want to get it fixed unless endurance was covering it. ***y told us it would be $1,400 for diagnosing the issue and the car was in pieces and was not drivable. We needed our vehicle and were not going to pay $1,400 to have a broken car. We told them to fix it and we would continue to work with Endurance. *** next interaction with Endurance was them telling us our claim was denied because we had the service done without authorization and we would not be able to repeal again. Not happy!Business Response
Date: 09/14/2022
Upon receipt of this complaint,an Endurance manager contacted the consumer. Endurance and the consumer are currently working towards a resolution.
Best Regards,
Endurance ResolutionsCustomer Answer
Date: 09/16/2022
Complaint: 17917738
I am rejecting this response because:
They are only offering to pay a small amount of the total it cost to have the vehicle repaired.
Sincerely,
***************************Business Response
Date: 09/23/2022
During adjudication of the consumers claim, Endurance requested documentation to ensure that the contract-holders maintenance requirements were satisfied. Upon receipt of the appropriate documentation, Endurance contacted the repair facility to continue the claims process. The repair facility informed Endurance that the consumer had already authorized the repair. The contract terms exclude coverage for any repair or replacement made without prior authorization from Administrator to Repair Facility and the claim was denied accordingly.
In the interest of customer **********************, ********************** reviewed the invoice for the unauthorized repair. The initial cause of failure, the torque converter, is an eligible component, and in the interest of customer **********************,********************** agreed to reimburse repairs to the torque converter according to the contract terms that govern claim payments. A reimbursement check for the torque converter in the amount of $1,784.93 was sent to the consumer on 9/16.
We appreciate the opportunity to address the consumers concern.Regards
Endurance Resolutions
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