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:08/23/2022
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.
Got an extended warranty policy with Endurance on my Lexus beginning of June 2022, the contract states before filing any claim you have to wait 30 days and **** miles. *** august 2022 my car started leaking oil, I immediately took it to the Lexus dealership which determined a rear main seal leak. By then I had fulfilled my 30 days and **** miles waiting period. Endurance denied the repair stating it was pre-existing due to presence of road grime. The car was never taken apart to fully take a look, accessing a rear gasket involved taking the transmission and engine out which was never done. Road grime does not determine how long something has been leaking especially when living in the windy desert. There is no such thing as different levels of road grime and had never been used as a diagnostic. I was sent photos of the leak and the surrounding area by Lexus and there is no presence of road grime what so ever. Endurance is also claiming it is too soon for something like this to happen as it has been only **************************************************** it did, you cannot control these things. So they are basically calling me a liar. ***** also has stated theres no possible way to tell how long this has been leaking for. Nowhere in their contract does it mention long term exclusions includes road grime. This has just been an excuse for them to get out of a job that is part of a contract that I pay for monthly while also calling me a liar. If something happens 40 days into my contract I cannot control that nor should I be punished for that. No one in their right mind would drive a Lexus with 45k miles with a oil leak for months and months like they are claiming unless I want to run my just paid off car into the ground.
Business Response
Date: 08/30/2022
Thank you for bringing this to our attention. Claims management performed a review of Ms. ******** claim. After review, Endurance authorized the crankshaft main bearing seal. We appreciate the opportunity to address this concern.
Kind Regards,
Endurance Resolutions
Customer Answer
Date: 09/07/2022

Complaint: 17757877

I am rejecting this response because:

Sincerely,

Alize *******

After submitting my payment proof along with receipts and payment breakdown to Endurance I was told this was approved for the full amount repair. I was then put in contact with ******************************* who was in charge of approving and submitting the payment back to me. The full amount I paid out of pocket for the repairs was *******. ******* wrote me an email stating Good afternoon. It was finalized and the reimbursement amount is $2488.47. There was an adjustment made for part cost and deductible was subtracted. Check should be mailed out by end of week or Tuesday of next. I replied to his email twice for a more elaborate explanation and breakdown of the part cost adjustment and have not received an answer. My deductible is only $100 so that is a difference of $661.62, There is no way parts cost adjustment can be of that amount, especially when a gasket seal cannot be a used item!! On the price breakdown from Lexus it shows part cost to be only $185.55 so how is this insurance company coming up with a part cost adjustment of $661.62??? ***** was kind enough to even give me a managers discount of $162.74 because they felt bad for all the trouble I was going through with the insurance company, so endurance isnt even paying the full amount to begin with which should have been $162.74 more expensive then what the final price of ******* is. So to try to still short me of $661.62 dollars is unacceptable, this has been a battle going on for over a month now!!!
Business Response
Date: 09/27/2022
Thank you for bringing this to our attention. Claims management has since reviewed the consumers claim and applied an adjustment to the labor rate. Endurance will issue an additional reimbursement check to the consumer in the amount of $472.00 to reflect the change made. Endurance apologizes for the frustration this has caused and appreciates the opportunity to assist the consumer.
Kind Regards,
Endurance Resolutions
Initial Complaint
Date:08/23/2022
Type:Billing 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.
Im trying to get in touch with a billing ***** in endurance Warrenty, I made the mistake of going to these people
Business Response
Date: 08/29/2022
After receiving this complaint, an Endurance Manager contacted the consumer and resolved the situation.
Best Regards,
Endurance Resolutions

Customer Answer
Date: 08/31/2022

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,

*************************
Customer Answer
Date: 09/09/2022
I throught it was cleared up, guess we were both wrong. They took another payment out of of bank $104.96, now instead of $ 209. They owe me $314.88
Cause he told me that he was going to issue me back the initial payment plus another payment , I told him that was fine. I went into my credit card it was saying they took another payment out yesterday $104.96
Business Response
Date: 09/13/2022
The situation has been resolved, as stated in the previous response. On September 6, Endurance issued a full refund to the customer's credit card on file. After the customer rejected the response, an ********************** manager contacted her. The customer stated that everything was fine and that she thought we had drafted another payment.

If the customer needs more information, she can call manager *** at ************.
Initial Complaint
Date:08/22/2022
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.
Thats all in my original I got the warranty back in the beginning of may I was assured that it covered all necessary vehicle parts including gaskets and seals but I took my car to the shop and they refused payment the guy on the phone didnt even know which plan I purchased and once I told him he comes back and says that they dont cover front end work or that particular gaskets so I know I was either lied to or intentionally misled into making this purchase in the first place
Business Response
Date: 08/31/2022
On 5/8/22, the consumer contacted Endurance and purchased the Advantage Prime vehicle service contract. A copy of the consumer's contract was electronically fulfilled, and the consumer was given a 30-day Free Look period to review the contract, during which time he could receive a full refund if he chose not to continue.

The Advantage Prime is a stated component level of 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 8/10/22, a repair facility filed a claim under the consumers contract. The shop reported failures to the tie rod ends, front lower control arms, and stabilizer links. These components are not listed as eligible under the Advantage Prime and the claim could not be authorized.

Upon receipt of this complaint, a manager from Endurance contacted the consumer and resolved the matter. We appreciate the opportunity to address the consumers concern.

Regards,
Endurance Resolutions
Customer Answer
Date: 09/01/2022

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:08/22/2022
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.
On 8/4/2022 ' my trannission went out in my 2010 srx and Endurance suppose to fix it because I have a contract with them if anything goes wrong with my suv they are suppose to fix it they take money out of my bank account every month BUT now they refuse to fix my truck talking about a millage mix up , yhey are a scam to me and My truck is sitting in the shoo fix and I dont have the money to fix it I am on a fix income and 62 disable man PLESE PLEASE PLEASE HELP ME AND PROBALLY OTHER ELDERY PEOPLE WHO ARE BEING SCAM BY COMPANY LIKE ENDURANCE. Rev *********************
Business Response
Date: 08/31/2022
After receiving this complaint,an Endurance manager contacted the consumer. Endurance and the consumer are currently working towards a resolution.

Best Regards,
Endurance Resolutions
Customer Answer
Date: 09/01/2022

Complaint: 17730898

I am rejecting this response because:

Sincerely,

***************** They are Lying and We have no agreement . The only agreement is for them to honor thier contract PAY FOR MY SUV AT CJ AUTO And there are more bad review about this company hundred of them .
Business Response
Date: 09/07/2022
On 7/23/22, a claim was filed under the consumers contract. As part of the claims process, Endurance requested documentation to verify that the vehicles maintenance requirements were satisfied. The documents provided by the consumer reported mileage of ******* on 3/3/22 and ******* on 3/8/22. The actual mileage on the vehicle cannot be determined and the vehicle is ineligible per the terms of the contract
E.INELIGIBLE VEHICLES & USES:
(3) Any Vehicle on which the actual accumulated mileage cannot be determined for any reason.
Upon receipt of this complaint, an Endurance manager contacted the consumer to address his concerns and provide details of the vehicles ineligibility and arrange for a full refund to be expedited to the consumer. The check will be sent on 9/9/22.

Regards,
Endurance Resolutions
Customer Answer
Date: 09/12/2022

Complaint: 17730898

I am rejecting this response because:

Sincerely,

***************** I AM REJECTING THIS COMPANY EXCUSE FOR NOT FIXING MY SUV EVEN ON THIER COMMERCIALS MILLAGES DO NOT HAVE ANYTHING TO DO WITH THEM FIXING MY SUV AND AFTER READING ALL THE REVIEWS THEY HAVE A LOTS OF PEOPLE THEY SCAM OUT OF MONEY AND EVEN THIS MONTHS THEY STILL TOOK OUT A PAYMENT FOR COVERAGE WHO DOES THAT MY SUV SIT UP IN THE **** AND NOW I AM PAYING STORAGE FEED WHY TRYING TO COME UP WITH THE ***** TO GET MY TRUCK OUT THE **** THE ONLY WAY THIS WILL BE RESOLVED IS TO PAY FOR MY SUV REPAIRSREV ********************.
Initial Complaint
Date:08/22/2022
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 had a warranty on my vehicle from Endurance after having Automotion do a diagnostic on my vehicle 9/27/21 then I called Endurance and put in a claim after the mechanic explained the situation to endurance. Endurance then proceeded by wanting me to pay to take my engine apart the mechanic advised against it so I asked Endurance I have the diagnostic already and if you want to take the engine apart Endurance should pay for it. Based off that situation they denied my claim.
Business Response
Date: 08/31/2022
After receiving this complaint, an Endurance manager contacted the consumer. Endurance and the consumer are currently working towards a mutually beneficial resolution.
Best Regards,
Endurance Resolutions

Customer Answer
Date: 09/08/2022

Complaint: 17753957

I am rejecting this response because: they are not offering a refund for the engine ********************************************************************************************
Business Response
Date: 09/21/2022
On 9/27/21, a representative from Automotion contacted Endurance to file a claim for auto repairs. The repair facility reported failures to the vehicles engine, and recommended engine replacement.
As the engine was eligible Endurance sent out an independent third-party inspector to verify the cause of failure. During the inspection, the specific cause of failure could not be determined. Endurance requested further diagnosis from the repair facility to identify the cause of failure and extent of damages.
On 1/12/22, the consumer contacted Endurance and cancelled the contract. In the interest of customer **********************, ********************** contacted the customer, explained the claim in detail, and offered a full refund, but the customer declined.

Best Regards,
Endurance Resolutions

Customer Answer
Date: 09/23/2022

Complaint: 17753957

I am rejecting this response because: Endurance didn't offer me a full refund only on my monthly payments it doesn't come close to what I had to come out of pocket for a new engine a service Endurance failed to provide to resolve this issue I'm looking for the cost of a new engine.

Sincerely,

*****************************
Initial Complaint
Date:08/22/2022
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.
We purchased a $4900 Supreme plan from Autoassure with Endurance being the Administrator on 7/14/2020. It is for a 2013 Audi and had ****** miles. *** Supreme Plan is for 84 months or ****** miles whichever comes first. *** warranty miles is ****** miles but I was told they give you ***** more because of the initial grace ****** where they won't cover the car. It is also a full coverage not just a powertrain. *** car has had one claim axle issues which was mostly covered. I say "mostly" because Endurance does not pay the amount the shop charges and therefore the shop charged me the difference including the $100 deductible.Same shop calls them 8/9/22 and Endurance says the Audi's warranty expired but it looks like a typo according to the people at Endurance the shop talked to. *** shop told me I needed to call per the 2nd call taker at Endurance to have the Accounts team remedy the Endurance typo. I called Endurance and spoke with a couple people who agreed they have a typo and sent me to "***". *** was... let's say horrible to deal with. He said it was a "New" car warranty that expired at ****** miles (which would have been an 1***** mile warranty. He stated I should pay attention to what I sign. He asked if I wanted an emailed copy which I said yes but have yet to receive. He said the car is out of warranty and we were done. This was over an hour long call which I was on hold most of the time while *** was looking for his supervisor... who was in a meeting of course.I get an email 8/16/22 from Endurance and they said my autopay was cancelled and I need to call and make a payment. We have paid at least $3600 in 2 years. I called and told them about *** and HE must have changed the autopay. I emailed I would not continue to pay until this is resolved. ***y transferred me to **** who was as helpful as ***. She said it is a NEW car warranty (2013-65,102 miles) and that it is expired and they will not fix THEIR typo.
Business Response
Date: 08/30/2022
Thank you for bringing this to our attention. A manager from Endurance reached out to ************ and is working towards a mutually beneficial resolution with the consumer at this time. Endurance appreciates the consumers patience as we complete this process.
Kind Regards,
Endurance Resolutions
Initial Complaint
Date:08/19/2022
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.
After filing a claim to have my covered vehicle repaired. The claim was denied for reasons not related to the repair, in the contract. I filed a claim for engine repair, but was denied for tires. The 2 are not related in anyway. I complied with all the policies and provided all requested documents but endurance failed to keep their end of the contract. On 8/19 . I spoke with a rep who stated that she was going to connect me with a specialist who could explain the denial in more detail. However after a hour of being on hold, no one ever came back on the line. I then contacted a previous rep I worked with on this claim by the name of ********************* by email, asking him for contact info for the specialist department. Still no response.
Business Response
Date: 08/26/2022
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:08/19/2022
Type:Product 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.
This company has started calling and texting me up to 20 times a day saying I asked for a quote. I have never requested a quote and never heard of them. They keep asking for ***** despite me repeatedly telling them they have the wrong number and demanding they stop contacting me. I have texted STOP to opt out of receiving texts up to 15 times a day yet they continue to text. I am beyond fed up. I use my phone for work and their constant calling and texting is disrupting my life. My number is on the Do Not Call List yet they keep calling. I want them to stop contacting me immediately.
Business Response
Date: 08/29/2022
Upon receipt of this complaint, Endurance reviewed its contact records. Endurance found no calls or texts to or from the phone number included with the complaint. At this time, Endurance has left a voicemail and sent emails to the consumer asking for more information so that we may resolve this issue. Endurance requests that the consumer contact a case manager, *******, at *************.
Initial Complaint
Date:08/19/2022
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.
8/15/2022 I took my car in as it would have a light gray smoke upon starting. *** dealership sent in the claim and there was a delay because of a slight discrepancy on odometer (245 miles) which I am sure the date I purchase the policy I simply looked at the odometer reading through the *** App. that got resolved and when I called to get update on the claim I am told the *** is an excluded item. I quickly review the repair order from *** and it does not state ***...rather Cylinder Head Assembly- Valve Cover which should be a covered item. I have paid already a year to this warranty and aside from the first claim which was maintenance coverage (merely $50 bucks for oil change, which even at that I had to call to complain them not covering it at the dealership), they covered that and never told me of the odometer misread. I just find it odd that now that I truly need them to step in I get all this turnaround. if i have to dispute each and every charge I will as I have paid over $1400 and I am left with a bill for something that this type of warranty is intended for. and its their ELITE package!! I can imagine how their basic package is...
Business Response
Date: 08/30/2022
On 8/15/22, the consumers repair facility filed a claim under the consumers contract. The repair facility reported a failure of the oil separator in the *** System. Under the consumers exclusionary contract,coverage is not provided for

Spark plugs, glow plugs, *** valves, *** system

Upon receipt of this complaint, a manager from Endurance attempted to contact the consumer to address his concerns. We are requesting that the consumer contact Manager **** at ************.

Regards,
Endurance Resolutions
Initial Complaint
Date:08/18/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Secure Plus warranty with Endurance in November of 2020. Was repeatedly told my contract term and expiration would either be the date of expiration (12/25) or the odometer miles (*******) whichever comes first.Well, what they leave out of the APPLICATION PAGE along with the odometer miles and expiration date is that they will ONLY PAY WHATEVER YOUR ****,(BLUE BOOK VALUE IS AT THE **** OF REPAIRS). So, now in 2022 my vehicle has depreciated and is now only worth around $4000 dollars and they will no longer repair my vehicle. They have paid $4000 worth of repairs and now I need an engine but, they refuse to pay anymore due to the blue book value. Very, deceitful practice, why is this not stated with the expiration date and odometer miles? ** the contract it states at VII.LIMIT of LIABILITY-The aggregate limit of liability shall be the lesser of, the average trade-in value for the vehicle as provided by the **** guides. So, trade in value when I purchased the warranty? It does no state in the contract when that is applicable . BE AWARE......the longer you own the vehicle your vehicles value will depreciate and Endurance will end up covering less and less. The limit of liability is listed pages into the contract and it DOES NOT say when the **** is evaluated, I took it as when I purchased the warranty what my vehicle was worth then.I WOULD NEVER PURCHASE A WARRANTY from Endurance. I have had problems before this, they would not cover my Rack and ****** because a bolt was missing. I had parts on my front end they would not cover because they were wore out not broken. Then when something does break they say you should have fixed it sooner so they dont cover it.I sent a complaint to Endurance on August 16, 2022 and customer ********************** called me and first told me limit of liability was blue book value when I purchased the warranty ,then she changed her answer and said its blue book now. Wanted to talk to a supervisor, still have not received a call.
Business Response
Date: 08/29/2022
On 08/1/22, a representative from ******** GMC contacted Endurance to file a claim for repairs on the consumers 2010 Buick Enclave. The repair facility reported a failure to the vehicle's engine. Due to the contracts limit of liability, Endurance could not participate in the claim.
Each Endurance vehicle service contract has an aggregate limit of liability, specifying the maximum amount that can be paid out under the contract. On the consumer's contract, the limit of liability is defined as follows:
"The aggregate limit of liability shall be the lesser of, the average trade-in value of the Vehicle as provided by the **** ****** or the purchase price of the Vehicle as provided by a Bill of Sale."
To date, Endurance has paid the consumer's previous claims, totaling $3,737.48. The **** average trade-in value of the consumer's vehicle is $3,525.00 per the attached screenshot.
As claims paid under this contract exceeded the limit of liability no further claims can be paid on this contract
Best Regards,
Endurance Resolutions

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