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.
- 1,191 complaints closed in the last 12 months.
If you've experienced an issue
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:08/30/2022
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.
When I contacted Endurance they assured me that they will cover my truck gave a hole list. I had a previous issue with my 2016 F250 regarding the 4x4 and I had it fixed as per the **** dealership. I bought the part had replaced and submitted with them the receipt with the part number and labor cost. Now my truck been in the dealership for a month and they don't wanna cover my truck expenses. They withdraw payment from my card a monthly payment so Endurance cant say I have not giving the payments. All the services been done in **** dealerships. Everything is on record I'm not hiding nothing from them and they don't wanna fix my truck. I believe this is a SCAM just to steal money from the people. If BBB knows a Good Consumer Lawyer please send me their Info. Also since Endurance are the one delaying the process I'm going to need them to pay the monthly bill for my truck.
Business Response
Date: 09/12/2022
Thank you for bringing this to our attention. Endurance identified modifications on the consumers vehicle which exceed the limitations of the contract. In the interest of customer satisfaction, ********************** will issue a full refund to *********** and expedite the check shipment. We appreciate the opportunity to address this concern.
Kind Regards,
Endurance Resolutions
Initial Complaint
Date:08/30/2022
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.
Filed claim! Claim isn't being honored! The claim I need to change oil at required intervals. But if vehicle isn't being driven that much and has only been driven **** miles in 4 yrs why do they think I need to change oil a 4th time? Intervals are 3-4k and I changed it long before 2k each time! I changed it. I actually changed it and bought oil more times than receipts show but I didn't buy oil from same place every time and there was no way to get receipts. But why would you require a vehicles oil to be changed when it isn't driven daily , oil isn't and wasn't dirty with time and engine shows no sign of wear or varnish due to lack of maintenance or signs of neglect? Less than 4k miles in a 4 yr period should only require 1 oil change and I gave them 3 dates!Business Response
Date: 09/09/2022
Upon receipt of this complaint, an Endurance manager contacted the consumer and we are currently working towards a resolution.
Regards,
Endurance Resolutions
Initial Complaint
Date:08/30/2022
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.
ABSOLUTELY THE WORST EXPERIENCE I HAVE EVER HAD!The mechanic said my turbo failed internally and they sent an adjuster that said the seals failed yet I was told that I couldnt be provided the report nor pictures of said failed seals. I received the run around about this company upholding their policy. I had to call back in forth so many times from employees giving wrong information.Business Response
Date: 09/08/2022
On 8/24/22, a claim was filed under the contract, with a failure reported to the turbo and intake hose. The repair facility reported internal seals leaking in the turbo, and the intake hose could not stay connected. Endurance dispatched an independent third-party inspector to confirm the repair facilitys findings.
Upon review, the inspection verified oil in the intake hose and long-term leaks from the valve cover and oil pan gaskets. The contract excludes hoses from coverage,and the intake hose failure could not be authorized. As the valve cover and oil pan gasket leaks were the cause of the failure and seals and gaskets are not eligible under the consumers contract, the claim could not be authorized. Per contract pgs. 5-6 Secure Plus Coverage covers the following listed components of this Section IX. B.
SEALS & GASKETS: Seals and Gaskets are covered only in conjunction with a repair or replacement of the above Covered Parts.
We appreciate the opportunity to clarify the details of the claim determination.
Kind Regards,
Endurance Resolutions
Initial Complaint
Date:08/29/2022
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.
My wife and I started our membership with Endurance in May. At the end of July our vehicle had multiple check engine lights come on and was misfiring. The next day we call an authorized service provider in *********, ** and had the vehicle towed for it to be checked. Our vehicle arrived at the repair facility on July 25, 2022 and upon inspection the mechanics discovered multiple codes and oil residue/buildup caused by an internal motor ring failure and would require a new engine. Within 24 hours of submitting the claim we were notified our claim was denied citing "oil consumption" as an exception in our policy. After reviewing our contract I found the specific exception stating correcting oil consumption was not covered if mechanical breakdown has not occurred. We informed them that since there was mechanical breakdown of an internal motor ring as stated by the mechanic we believed that exception did not apply. They reopened the claim and sent an inspector to review the mechanics work and again denied the claim stating that same reason. After multiple calls and attempts to determine the reason for it being denied again, we were told that we needed to provide proof of a motor ring failure and we needed to have the engine pulled out and disassembled to prove this. Referring to our mechanics we were told they were able inspect the engine with a borescope to prove damage, rather than it being disassembled. When the mechanics called Endurance to see if this would suffice they were informed our claim was denied and nothing they did would be authorized, even were they to prove damage or mechanical breakdown. Each time we called were called we were waived off and told we could not speak to the adjustor or auditor for our claim on specifics, they could only request it be reopened. They also would not provide any records regarding our claim. On Aug 11th we submitted a request for reconsideration per our contract and have not received any response at all.Business Response
Date: 09/08/2022
On 7/27/22, a claim was filed under the contract. *** repair facility reported that the vehicle required 1qt of oil every ***** miles. *** repair facility identified an internal ring failure, several diagnostic trouble codes displayed on the vehicle, and 4 spark plugs with carbon build up. A compression test showed cylinder 4 at 120 psi and the remaining cylinders at 180 psi. Endurance then dispatched an independent third-party inspector and confirmed the repair facility's findings. Failures that result from incorrect oil consumption in the vehicle are not eligible, and the repair could not be authorized. Endurance excluded the claim per the Exclusions section of the contract, which states
Unless otherwise provided herein, Coverage is NOT provided under this Contract:
J.[] correcting oil consumption
We appreciate the opportunity to clarify the details of the consumer's claim.
Kind Regards,
Endurance Resolutions
Initial Complaint
Date:08/29/2022
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 PURCHASED A POLICY AFTER I HAD TRANSMISSION WORK THAT COST ME ABOUT $900. SO I SIGNED UP FOR A POLICY AFTER ABOUT 2 MONTHS IN I HAD SOME ENGINE ISSUE I FILED MY CLAIM HAD VEHICLE TOWED TO DEALER AND AFTER INSPECTION OF WHAT WAS WRONG I WAS INFORMED I NEED TO HAVE THE ENGINE REPLACED...SO WENT THROUGH STEPS AND ENDURANCE STATED THEY NEEDED RECIEPTS FOR THE OIL THAT BOUGHT FOR THE OIL. CHANGES THAT I DID MYSELF, I DIDNT HAVE THEM BUT HAD MY RECORD OF MAINTENANCE FROM CAR FAX BUT THAT WASN'T GOOD ENOUGH FOR THEM..I EVEN SENT A COPY OF RECIEPT FOR TRANSMISSION WORK AND AS TO WHY I HAD GOTTEN THE WARRANTY TO BEGIN WITH...THEY CLAIM THAT I DIDNT MAINTAIN MY VEHICLE PROPERLY THEN WHY WOULD I HAVE SPENT $900 ON THE TRANSMISSION AND NEGLECTED THE ENGINE *** SPENT OVER $400 ON A WARRANTY. SO AFTER SPENDING $1000 AT THE DEALER TO GET MY VEHICLE TOWED OUT THEY TOLD ME THEY WOULD WORK WITH ME TO REIMBURSE SOME OF THAT COST INTO MY PAYMENTS THEY WEREN'T GONNA FIX MY TRUCK WHY WOULD I KEEP THE POLICY..SO I REQUESTED A REFUND FOR WHAT I PAID $400 BUT IT TOOK ANOTHER MONTH FOR ANYONE TO GET BACK TO ME TO TELL ME SOME BS THAT IM NOT GETTING ONE...AND TO ADD INSULT IT WOULD COST $50FEE TO DO SO.. SO IT COST ME $1,500 SO I COULD JUNK MY TRUCK SAVE YOUR MONEY !!!!!.THEYRE EXTREMELY DECEPTIVE..Business Response
Date: 09/02/2022
On 4/22/22, a claim was filed under the consumers contract, with a failure reported to the engine. The repair facility reported there was no compression in cylinder 1. Endurance requested documentation to verify that the consumer met the manufacturer's maintenance requirements.
The vehicles owners manual requires that under no circumstances should oil change intervals exceed ***** miles or six months, whichever comes first. Endurance reviewed the service documents provided by the consumer. The documentation submitted did not satisfy the maintenance requirements for the vehicle. Endurance denied the claim per the Exclusions section of the contract, which states that coverage is not provided for
L.[] lack of normal maintenance required by the manufacturers maintenance schedule for Your Vehicle.
The consumer subsequently canceled their contract and requested a refund. The consumer is eligible for a pro-rata refund after the 30th day of the contract term. After calculating the refund according to the contract guidelines, Endurance found that the refund amount was negative, and no funds would be eligible for issue.We appreciate the opportunity to address this concern.
Kind Regards,
Endurance Resolutions
Customer Answer
Date: 09/07/2022
Complaint: 17790012
I am rejecting this response because:
1. My vehicle was purchased used in 2011 and was maintained based on when i bought it i tried to stay woth inthe manufacturers schedule but reguardless i mainted the vehicle above what was required..i kept my maintanence log through car fax PLUS I changed my own oil like i do with every vehicle.. THE REASON WHY I GOT THE POLICY WAS DUE TO THE **** I HAD JUST SPENT $900 ON THE TRANSMISSION..SO WHY WOULD I SPEND THAT KIND OF MONEY IF I DIDNT MAINTAIN MY VEHICLE?..SO I FIX THE TRANSMISSION BUTI NEGLET THE ENGINE ..ITS COMMON SENCE.
ALSO GOT THE RUN AROUND FROM THE VERY BEGINNING AND ONE OF THE SUPERVISORS TOLD ME I HAD NO RECIEPTS..THEN IF I HAD THEM I DIDNT FOLLOW SCHEDULE.. THEN...SO IT WAS ALWAYS SOMETHING DIFFERENT .
I THOUGHT BY BRINGING OUT TO A DEALER WAS THE DOING THE RIGHT THING SO IT DISNT LOOK LIKE I WAS TRYING TO SCAM...
after 3 months of back and forth. I was informed id get a refund of what i paid at least ..then after month i inquired and was told wasnt happening....AGAIN why would i have spent money on the transmission *** not have maintained my vehicle I CPULD HAVE USED THE $900 I spent on it ..let alone the $1000 it coste to get my vehicle towed out ..
Sincerely,
*****************************Business Response
Date: 09/20/2022
The vehicle's owner's manual requires that under no circumstances should oil change intervals exceed ***** miles or six months,whichever comes first. The documentation submitted by the consumer did not satisfy the maintenance requirements for the vehicle, and Endurance denied the claim. We appreciate the opportunity to clarify the details of the consumer's claim.
Kind Regards,
Endurance Resolutions
Customer Answer
Date: 09/23/2022
Complaint: 17790012
I am rejecting this response because:AGAIN..the vehicle was purchased used years prior and i maintained the vehicle based on when i purchased it and that schedule does not coinside woth the manual. That is why i forwardedy carfax maintenance record to show that IT WAS MAINTAINED....STOP BEING EVASIVE..
Once again I PURCHASED THE POLICY SOON AFTER SPENDING $900 ON *********** SERVICE
SO TO SAY I DIDNT MAINTAIN MY VEHICLE IS RIDICULOUS SINCE THATS WHAT THE FIRST DECLINE WAS FOR..NOW WE'RE SAYING ITS THE MAINTENANCE SCHEDULE..I WANT AT THE MINIMUM A FULL REFUND FOR WHAT I PAID FOR.THE POLICY
Sincerely,
*****************************Initial Complaint
Date:08/29/2022
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.
Contacted company for advertised extended vehicle warranty spoke with representatives multiple times for services rendered. Finally agreeed on terms and made sure my vehicle was accepted under their criteria. Waited the waiting period as instructed to file a claim when I went to file a claim the repair facility said my claim was denied and I need to contact my warranty company for issues. Once I got in contact with them they advise me my contact was canceled due to issues with my title which I had no idea about nor why they didnt notify me when starting my contract. They advises me they were issuing refund this was at the end of July july23,2022 said I would have my full refund by August 26,2022 now its August 29,2022 and they are saying they need my mileage off my vehicle to issue refund and it would be another 4-6 weeks to get my refund. Then after complaining to speak with a manager and getting hung up on 2 times they said oh your refund is coming but it was never approved. So now they are telling me once approved again? It would be 4-6 weeks again. People are scamming why wouldnt a company who offers vehicle extended warranties know if a vehicle is eligible from day one not after a deposit and a few months of payments are already made before they say oh no cant help you.Business Response
Date: 09/06/2022
After receiving this complaint,an Endurance Manager contacted the consumer and resolved the situation.
Best Regards,
Endurance ResolutionsInitial Complaint
Date:08/29/2022
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 purchased a extended warranty on my 2012 *********** June of 2022. My motor went in August. I provided all documentation to prove I bought the car in March of 2022, documentation of mileage when I bought the car. They denied my claim, saying ****** said I owned the the car since 2020 and I rolled the odometer back. This company is a scam, they don't honor the contacts that are provided to there costumers. They go by CARFAX REPORT, and don't honor a legal state documents like bill of sale or FL issued Title.Business Response
Date: 09/02/2022
Thank you for bringing this to our attention. Prior to the complaint, ***************** reviewed the consumers claim and the documentation submitted. After review, the true mileage of the vehicle could not be determined, and the claim was denied. Endurance excluded the claim per the Exclusions section of the contract, which states that coverage is not provided for
N.[] (2) Any Vehicle that has been declared True Mileage Unknown (TMU), has a failed, broken, disconnected or altered odometer; (3) Any Vehicle on which the actual accumulated mileage cannot be determined for any reason.
The consumer has since canceled their contract, and Endurance will issue a full refund to the consumer. We appreciate the opportunity to address this concern.
Kind Regards,
Endurance Resolutions
Initial Complaint
Date:08/29/2022
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 decided after receiving my father's car when he went into a nursing home that I should perhaps get a warranty for the car. I had received numerous calls from different businesses that wanted my business. I called the number `1 listed company with a good BBB rating and bought a policy. After I did this I found all of the info of where my dad had the car serviced and decided that since they had 30 days and I needed to drive **** miles in the first 1 month and I could cancel anytime within this period. I called 2 times and talked to agents and both times they talked me into keeping the policy cause ******** break down often which I have been a ****** owener since **** and knew that was not true. I bought the polity on July 9,2022. I called them the first time, the first week. I called them again before the month was up to try to cancel again and again was talked out of it. Then finally on Aug. 8th I was able to finally get in touch with them and was not talked out of it and told them to cancel the policy. I had paid 2 payments by this time and 20 dollars I knew I couldn't get back. Each payment was ******. Each time and especially the last time I talked to them they were extremely rude. I was told to sign a paper and have it notarized. I don't have a printer so I had to wait on them to mail me one. I got it and took it to the bank and had it notorized and they faxed it to them. When I got home I called to make sure they had gotten it. They had. I was told I would get my refund in 2 weeks. TOday I called and was told it would be 6 weeks. These people do not deserve a good rating. Not only are they rude, pushy and extremely difficult to talk with they lie. One tells me one thing and then another tells me something else. Please do what you can so that I can get my refund in a timely manner as I think this should of happened the first month when I attempted to cancel this policy and they used heavy salesmanship to talk me out of doing what my gut was telling me to do.Business Response
Date: 09/06/2022
Thank you for forwarding the consumers concerns. In the interest of customer satisfaction, a manager from ********************** expedited the processing and shipment of the consumers refund. We appreciate the opportunity to assist the consumer.
Kind Regards,
Endurance Resolutions
Customer Answer
Date: 09/12/2022
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:08/26/2022
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.
My claim for a repair was denied due to overuse when there was an issue and seals/gaskets not being covered (head gasket seal). My vehicle had started to overheat on my way into town (I live in the country) I stopped, let it cool down, and proceeded immediately to my mechanic. It was discovered by the mechanic that the reason the vehicle overheated was because the water pump belt was completely gone, which I would not have known as I am not a mechanic. the "expert" I spoke with on the phone stated even if I drove it 1/4 mile that would be overuse and I should have had it towed. The second reason for the denial is the head gasket isn't a covered component. The mechanic specifically stated they don't know if it is the cylinder head or the gasket until they tear it down. My issues are I was never offered seals and gasket coverage when I called and purchased the warranty and the information regarding that coverage being added is confusing and misleading in the contract. Secondly, on page 8, section V, item 1 the contract states to take immediate action to prevent further damage, which was met because I immediately drove to the mechanic. It goes on to say the "Contract will not cover damage caused by continued operation OR by not securing a timely repair." Also satisfied by proceeding immediately to the mechanic. Nothing in the contract states that you are REQUIRED to use a tow service and there is no verbiage in regards to the definition of immediate action nor a timeline that constitutes a timely repair. The mechanic is quoting a $5800 repair.Business Response
Date: 09/07/2022
On 8/26/22, a claim was filed under the contract. The repair facility reported that the consumer drove the vehicle in with complaints of overheating. The shop identified a broken water pump belt, which caused the vehicle to overheat. The shop determined that operating the vehicle in an overheated state caused failure of the head gasket. Belts are excluded from coverage under the consumers contract and the water pump failure could not be authorized. As the failure to the head gasket occurred from the continued operation of the vehicle in a failed state, the repair could not be authorized. Endurance excluded the repair per the Exclusions section of the contract, which states
Unless otherwise provided herein, Coverage is NOT provided under this Contract:
O.For a Breakdown of an Eligible Component caused by Your failure to perform ****************** recommended by a dealer, Licensed Repair Facility, or Administrator. Any damage caused by 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.
We appreciate the opportunity to clarify the details of the consumer's claim.
Kind Regards,
Endurance Resolutions
Initial Complaint
Date:08/26/2022
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 filed for repair they did not honor the claim started my contract over I did no longer want the service and they sent part of my money back.Business Response
Date: 08/29/2022
After receiving this complaint, an Endurance Manager contacted the consumer and resolved the situation.
Best Regards,
Endurance Resolutions
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