Business Profile

Auto Warranty Services

Endurance Warranty Services, L.L.C.

This business has applied for BBB accreditation.

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

3,470 total complaints in the last 3 years.
1,185 complaints closed in the last 12 months.

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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:08/25/2022
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.
Endurance has been paying out multiple claims over a 3 year period. My last claim endurance said they were not going to cover it and instead, they canceled my policy. When I picked up my Jeep, Huron Automotive said they covered $451 out ov the $960 repair. Not sure why they covered half of it? Probably was the amount of profit they had left on my policy. Idk for sure. But pretty shady s*** I still had 2 years and ****** miles left on my policy. I think this claim would have put them into the negative, and they looked hard for any little reason to cancel my policy and to get rid of a policy that was going to loose them money. They said I rolled the milage back 400 miles) which i feel was given in good faith. They went off a mechanic report, which I feel the mechanic messed up the milage. They went off of an autoselect service receipt. That happened before my policy even started. If this was an error they should have canceled my policy during that time and given me a full refund. Instead they continued to pay claims for 3 years and now they decided to cancel my contract. I honestly feel betrayed, I am the paying customer and they could have cared less.
Business Response
Date: 08/31/2022
On 8/1/22, a claim was filed under the contract by Huron Automotive. The repair facility reported that the vehicles steering drag link, steering damper, and tie rod end had failed and needed to be replaced.
As the steering drag link, steering damper, and tie rod end are eligible and failed in an eligible manner, a claim in the amount of $458.08 was authorized. Payment was submitted on 8/5 after receipt by Endurance of an invoice for the completed work.
The consumers contract allows for payment of authorized parts and components at the manufacturers suggested retail price. Unfortunately, Endurance cannot authorize markup charged by a repair facility above MSRP.
After receiving this complaint, Endurance's Customer ********************** Manager attempted to contact ****************** in order to address his concerns; if the consumer would like to further discuss the claim, we are requesting that the consumer contact Manager *** at ************.

Customer Answer
Date: 09/06/2022

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:08/25/2022
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 keep getting mailings from them for years. Have spoken to 3 different people at different times last person was named ****. Informed them each time I already have a warranty through the dealer I purchased it from.Told them to remove me from list was toyed with last time on the phone by ****, he kept repeating that he could remove me but I have to tell him what warranty I have first cause he's just trying to get me the best deal! I have a car warranty and they know it, but they refuse to leave me alone!
Business Response
Date: 08/29/2022
Please be advised Endurance vehicle service contracts are offered in over ***** automobile dealerships as well as direct-to-consumers via the internet, television commercials and direct mail promotions

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:08/25/2022
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 made I claim for a new engine, and endurance didnt even help me with a dollar. At first they said that it wasnt approved for lack of maintenance, I provided proof after that. They just said that they werent going to pay for nothing.
Business Response
Date: 09/06/2022
Thank you for bringing this to our attention. A manager from Endurance reached out to the consumer regarding the situation. Claims management is currently reviewing the claim. Endurance appreciates the consumers patience as we complete this process.
Kind Regards,
Endurance Resolutions
Initial Complaint
Date:08/25/2022
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.
In March of this year i took my vehicle in for an A/C issue and it was found that the compressor was not working. Dealership contacted Endurance and thats when the issues began. They flagged my contract for wrong mileage and not having the correct endorsements. I was in the process of working with them and got everything corrected per their request and process but yet they still denied my claim. Well apparently they told the shop everything was good to go and they did the repairs but later came back and said that they needed to send out an inspector to verify the repairs needing to be done. Well thats a little backwards and i was left holding the bag to pay out **** dollars after i purchased this policy for ****. They claim they denied the claim because of prior authorization was not authorized and that i was the one that told the shop it was okay to make the repairs. Well for one i want even in the same state as the vehicle being repaired and had no need for the vehicle so there was no rush on my part plus them and the dealership was supposed to be communicating about this and i just stayed out of it. Had i known i would be paying out of pocket i could have found a much cheaper low quality mechanic to do this work for under **** dollars. Definitely will cancel this policy if i have to pay for work that are coverage eligible and they are being scam artist with clever denial tactics.
Business Response
Date: 09/06/2022
After receiving this complaint,an Endurance Manager contacted the consumer and resolved the situation.

Best Regards,
Endurance Resolutions
Initial Complaint
Date:08/24/2022
Type:Order 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.
Aug 19th 2022 spoke with Cory about vehicle insurance gave them 160.90 paid 1st month 140.00 and I understand they do not the best track record and I will stop payments on them.
Business Response
Date: 09/06/2022
After receiving this complaint, an Endurance Manager contacted the consumer and resolved the situation.
Best Regards,
Endurance Resolutions
Initial Complaint
Date:08/24/2022
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 am writing on behalf of my elderly father who purchased a warranty from Endurance in June 2021 for peace of mind since he is on a low fixed income. Well, it's been everything but peaceful since he filed a claim, it was denied, can't get a manager on the phone, the wait time was over 1 hour thirty minutes, they want to sell you another policy at a higher premium and refund you based on the mileage at the commencement of the contract! My father erroneously gave Endurance the wrong mileage. Mistake one, how can you base your business protocols on self-reported mileage that you don't verify? He took his car to the dealership (I believe February 2022). They said transmission needs fixed. They reported the mileage to Endurance and Endurance denied the claim on March 16, 2022, indicating that the current mileage is lower than the contract mileage. The dealership provided evidence which I forwarded to Endurance on Aug 9, that my father must have made an error because the dealership has 2 service records with a lower mileage thus proving that my father must have made an error. The dealership also said there was no evidence of odometer tampering. **************** of Endurance was reading my email messages until we declined to accept a new contract with a higher premium, and still not fix the car. **************** stated they could not and would not pay a claim with wrong mileage. Endurance failed in it's duty to notify my father that his current contract was invalid particularly upon their discovery on March 16, 2022 and ceased premiums or offered a new contract and gave him the option of continuing to do business. They now want to issue my father a refund based upon mileage. Are you kidding me!!! The wrong mileage is why we have a problem. Since my father could not have ever benefited from the warranty since he gave the wrong mileage, Endurance owes him a refund for all premiums paid, but at very minimum, the premiums paid since the denial. Don't do it.
Business Response
Date: 09/07/2022
Upon receipt of this complaint, an Endurance manager attempted to contact the consumer in order to address her concerns, and to determine the appropriate resolution for the consumer. At this time we are requesting the consumer to reach out to Manager **** at ************.
Regards,
Endurance Resolutions
Customer Answer
Date: 09/09/2022

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. **** was pleasant to work with and resolved the complaint to my satisfaction. At this time, this is the best possible outcome for my father once all transactions are completed.

Sincerely,

***************************
Initial Complaint
Date:08/24/2022
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 called endurance to check on what their warranty was about for my 2009 Chrysler Town and country touring and the customer ********************** rep was telling me all you know all about it and at one point I had even asked her as of for instance if my transmission went out what would happen and she had said you put in a claim they come out and check it or I'm sorry you take it to your mechanic they will check it over they will call us we will determine if it's covered or not and you would pay $100 deductible and I said so you would pay for the transmission if it was covered and all I pay is $100 deductible and she said yes. My transmission did go out like a couple of days ago or a week ago and I'm being told now that endurance will only cover the trade -in value in the **** trade -in which is only (from what they told me) was like in the ****. dollar range. When I called up customer care to find out what they were talking about all the lady kept saying was it's in your contract it's in your contract but no one ever explained it to me over the phone which maybe they're not obligated to but I did ask the lady that simple question and if it was in my contract which I did read now why didn't she say that? I just don't feel like for help they're going to be helping me I feel like I was misled when the lady was talking to me about endurance and what they would do for you. I really think that they should be shut down. I and I think quite a lot of people feel like these people are just scam artists they take your payments and then when you need them there's just a loophole that they get out of paying for the parts.
Business Response
Date: 09/02/2022
Ms.******** service contract has an aggregate limit of liability, which is the maximum that can be paid out under the contract. Per pg. 11, Limit of Liability,which states,
Our Aggregate Limit of Liability for all pending and paid Claims for PRIME Coverage shall not exceed the lesser of *******************In value at the time of the Covered Repair as determined by the ************* Guide (without consideration of or deduction for the cost of repairs associated with the Covered Repair) or ten thousand ($10,000)dollars.
Prior to this complaint, a claim was authorized up to the limit of liability amount of $1,310.00. As the contract reached its limit of liability, Endurance could not pay additional benefits. We appreciate the opportunity to clarify the details of the consumer's claim.
Kind Regards,
Endurance Resolutions
Initial Complaint
Date:08/24/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/22 I bought a policy from Endurance and had claimed they refused it because of milage issues rewrote the contract with correct milage and still wouldn't cover it I see this is an ongoing complaint with this company now Im trying to cancel Ive been on hold 11 hours 20 minutes for the past 3 days of calling!!!! I just want my money back for the repair and policy thank you ***************************
Business Response
Date: 09/01/2022
Upon receipt of this complaint, Endurance's Customer ********************** Manager attempted to contact the consumer in order to address their concerns. At this time we are requesting the consumer to reach out to Manager *** at ************.
Customer Answer
Date: 09/06/2022

Complaint: 17762470

I am rejecting this response because:I have called and called and have been put on hold and can show my phone records that no one has tried to call me they put me on hold for a total of 20 hours in a weeks time they can reach me directly by mail but refuse to put anything in writing so unless i get a response and my monies back or a written reason why they messed upthe odometer readings im still want an open complaint against them Thank you *************************

Sincerely,

***************************
Business Response
Date: 09/16/2022
On March 22, 2022, **************** purchased an Endurance Secure Plus vehicle service contract for her 2015 Jeep Cherokee. At the time of sale, **************** provided the vehicles odometer reading as *******, which she stated to be exact. The consumers contract has a 30-day and ****-mile waiting period before a new failure is eligible. Accurate mileage reporting is vital to properly assess this period and many other contract terms.
On July 20, 2022, a claim was filed under the contract by ***************. The repair facility reported a failure right rear ABS sensor. The repair facility stated that the vehicle entered the facility the day before with a reported mileage of *******. This conflicted with the reported start mileage and the vehicles true mileage could not be determined. The contract was invalidated per the contract terms, which state
C. ENTIRE AGREEMENT:
This Contract shall be invalidated if there has been an inaccuracy, tampering or alteration to the odometer mileage of the Vehicle so that the Vehicles true and actual mileage is not shown on the odometer or cannot be determined. After receiving the complaint,
Endurance's management attempted to contact the consumer and explain the mileage discrepancy in detail. In the interest of customer **********************, ********************** will be providing a full refund of $615.00. On September 9th, 2022, the refund was mailed.

Regards,
Endurance Resolutions

Customer Answer
Date: 09/18/2022

Complaint: 17762470

I am rejecting this response because: I wrote on their check that cashing that was just settling the warranty part i want a refund of the repair i paid for due to their mis information which was not from me they said they received the mileage from Carfax i have been misled all thru this would like my repair money back or proof im the one that provided the false milage which i haven't received anything in writing from them to this i have asked for multiple times i will not feel like this is settled until i get proof of my fault in this or my repair money back I'm on SSDI and very disabled and this is just crazy for such a large company to be so unprofessional with this matter.

Sincerely,

***************************
Initial Complaint
Date:08/23/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased an Endurance car warranty in June of 2022. Specifically asked if air conditioning was covered because I live in Georgia where it gets very hot and I do hvac for a living. I was told by the salesman ******************* that with the policy he was selling me that would be covered. My wife was driving our 2016 ********** Tiguan when several warning lights came on at once. Took vehicle immediately to the shop that Endurance recommended and was told ***** hours for diagnostic, 5 days later finally got diagnostic and was told that there were 4 issues with car, 2 of the issues the shop they sent me to couldnt fix because They didnt have the capability. The other 2 issues were a sensor and the other was the A/C fan had failed. Of the 4 issues found only one was covered. I was also charged a $100 deductible by the shop to fix a very cheap sensor. This is the first time I have ever used the policy and I feel like it isnt worth the paper its printed on and that I was totally mislead by this company. I paid good money to have a warranty that only covers the cheapest repair of 4. I did not get their cheaper policy option. I dont know if this will help anything but worth a try. I did my research and they were the top rated in my state which leads me to believe that lots of other people are being ripped off as well. This is a predatory business. Thank you for your consideration.
Business Response
Date: 09/02/2022
The contract purchased by consumer is a stated component coverage.This means that all eligible parts and components are listed by name in the schedule of coverage found in the contract. Any part not listed is not eligible for coverage.
On 8/22/22, a claim was filed under the contract, with failures reported to several components. Of the losses reported, a wheel speed sensor was eligible for repair under the contract and subsequently authorized in the amount of $230.76.
We appreciate the opportunity to clarify the details of the consumer's claim.
Kind Regards,
Endurance Resolutions
Initial Complaint
Date:08/23/2022
Type:Order 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 called Endurance to cancel my policy due to unauthorized money coming out of my account. I've called the company July of 2022 to cancel the account they keep telling me to hold on or someone will return my call no one ever answer the call nor return my call .I do not wish to do business with this company I just want my money returned from not filing a claim within the first 30 days . I've also mailed them a letter to cancel the account but I never have the opportunity to ask about my letter or refund since no one answers the phone Please help me terminate this policy an refund me any money owed to me this is a horrible business to purchase a warranty from an the payment system you have to pay thru for your policy are scammers . PLEASE HELP
Business Response
Date: 09/05/2022
On 8/8/22, the consumer contacted Endurance and requested cancellation of her contract. The contract was cancelled at that time and sent for refund processing. This process may take up to 30 days.

Upon receipt of this complaint, an Endurance manager attempted to contact the consumer to address her concerns but was unable to reach her. In the interest of customer **********************, ********************** will expedite the delivery of the consumers pro-rata refund to the address on file.

Regards,
Endurance Resolutions
Customer Answer
Date: 09/08/2022

Complaint: 17758358

I am rejecting this response because: they often tell customers they will receive a refund and never do I just want what is owed to me and as a company I hope they keep their word I will be reporting back with the end result. And when the customer ********************** rep called me an I returned his call **** at ************ a young lady answered the phone as if she had just woke up an I waited for **** to come to the phone so after one hour an 15mins I hung up .

Sincerely,

***********************************
Business Response
Date: 09/21/2022
As stated in Endurances previous response, the consumers refund was processed and mailed to the consumers address on file. Attempts to reach the consumer and confirm receipt of the refund have been unsuccessful. At this time, we are requesting that the consumer contact manager **** at ************ to confirm delivery of her refund, or to request that another be sent.

Regards,
Endurance Resolutions
Customer Answer
Date: 09/26/2022
AS I STATED BEFORE I RETURNED ***** CALL HE NEVER PICKED UP I JUST LIKE FOR THIS POLICY TO BE CANCELED AS I REQUESTED BEFORE ALONG WITH MY REFUND OF WHAT WAS DUE TO ME I RECEIVED MY REFUND AN WOULD LIKE TO HAVE IN WRITING THAT THIS POLICY IS CANCELED THIS COMPANY IS A SCAM .
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,

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

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