Complaints

This profile includes complaints for Endurance Warranty Services, L.L.C.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Endurance Warranty Services, L.L.C. has 14 locations, listed below.

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• 

  Endurance Warranty Services, L.L.C.

  400 Skokie Blvd Northbrook, IL 60062-2816

• 

  Endurance Automotive Services Department

  15455 Dallas Pkwy Ste 600 Addison, TX 75001-6760

• 

  Endurance Automotive Services Department

  6400 Pinecrest Drive, Suite 400 Plano, TX 75024

• 

  Endurance Warranty Services LLC

  27201 Puerta Real Ste 410 Mission Viejo, CA 92691-8539

• 

  Endurance Automotive Services Department

  6400 Pinecrest Dr Ste 400 Plano, TX 75024-2963

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:08/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an extended warranty from Endurance Warranty Company. I filed a claim for a broken transmission on my 2015 *** 528i. Proper service was done on this car annually. Ive taken the car to ************ in *******, ************ Autoworks also in ** and both places confirmed that the transmission needs replacing. I purchased My vehicle with ****** miles and after three years it only has ****** miles. Endurance wants the transmission broken down to see if the problem is a result of normal wear and tear. I can not drive my car at this time and I purchased this warranty so I wouldnt have to pay for expensive repairs. So far Endurance has not covered any claims submitted.

  Business Response

  Date: 08/24/2022

  Thank you for bringing this to our attention. A Manager from Endurance reached out to the consumer regarding the situation. The claim is currently under review by management. Endurance appreciates Ms. ****** patience as we complete this process.
  

  Kind Regards,
  

  Endurance Resolutions

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17715032
  
  I am rejecting this response because:
  The company pretended to review my claim but contacted me with the same results. If I refuse the tear down of my transmission, the company will close my claim. If I allow the tear down, its my responsibility of the cost and they can still reject my repairs as a preexisting condition. Im in a no win situation. Is there something that can be done legally regarding these warranty scams?
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/08/2022

  On 7/9/22, a claim was filed under the contract, with a failure reported to the transmission. The repair facility reported that the vehicle was driven in with a drivetrain malfunction warning active. Endurance dispatched an independent third-party inspector to confirm the repair facility's findings. Upon review, the inspection showed that the vehicle's symptoms were consistent with an internal transmission failure. 
  

  The Claims department informed the repair facility that the consumer would need to give their authorization to have a tear-down performed to determine the transmission's cause of the failure. Per contract Pg. 4 FILING A BREAKDOWN CLAIM:
  

  If Your Vehicle incurs a Breakdown,You must take the following steps to file a claim:
  

  5. Authorize Tear-Down and/or Inspection In some cases, You may need to authorize the licensed repair facility to inspect and/or tear-down Your Vehicle in order to determine the cause and cost of the repair. You will be responsible for these charges if the Breakdown is not covered under this Contract. We reserve the right to require an inspection of Your Vehicle prior to any repair being made.
  

  Currently, the claim is neither authorized nor denied. The claim has closed for inactivity until the results of the tear-down are known. We appreciate the opportunity to clarify the details of the consumer's claim.
  

  Kind Regards,
  

  Endurance Resolutions

• Initial Complaint

  Date:08/13/2022

  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 2022 I purchased a car warranty from endurance. I purchased the best policy that money could buy were everything is covered except for the exhaust system and the catalytic converter. I brought my car to the shop in August because it was shaking a little bit and I was told that it was the waste gate of the turbo or something to that effect which is a covered service. Endurance sent out an adjuster who denied the claim as there was rust on the wastegate. I live 1/10 of a mile from the ocean and since rust is not a preventable issue I dont understand why the claim was denied. I could see if it was neglect on my part but I dont even know what a waste gate is so how would I A. Know if there was rust on it and B. Be able to prevent said rust. My car is serviced when it should be I get all oil changes when they are scheduled I get maintenance done on the car so I do my part to take really good care of my car. I am disheartened that my claim was denied for such a bogus reason. The adjuster even was so bold as to say this is written in her contract. Again I state rust is not a preventable issue. I have my car washed regularly because my mechanic has told me winter in *********** does nothing good for your car so I have it through the car wash regularly to have the undercarriage rinsed off etc. other than that I really dont know what I could do to prevent rust. Please help me as I honestly dont know what to do and I thought I was all set with this outstanding warranty. Clearly I was wrong.

  Business Response

  Date: 08/24/2022

   On 8/8/22, a claim was filed under the consumers contract with failures reported to the oil filter housing and turbocharger assembly. The repair facility reported a leak from the oil filter housing gasket and that the turbo wastegate door was jammed. Endurance dispatched an independent third-party inspector to confirm the repair facilitys findings. Upon review of the inspection, the repair facility did not demonstrate an oil leak. Endurance denied repair to the oil filter housing as no failure was verified. The inspection showed a disconnected wastegate actuator rod, and that the stud that connects the rod to the actuator was rusted off and missing. Breakdowns resulting from rust are not eligible for coverage under the contract. Endurance denied the turbocharger per the Exclusions section of the contract, which states that coverage is not provided for
  

  M.For any Breakdown caused by rust, residue, electrolysis or corrosion.
  

  We appreciate the opportunity to clarify the details of the consumers claim.
  

  Kind Regards,
  

  Endurance Resolutions 

• Initial Complaint

  Date:08/12/2022

  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 05/11/22 we had our transmission fixed by **************************. From their ads Endurance seemed like an upstanding business. We paid our premium every month so we had backup for Car repairs. They are refusing to pay for it as they say we didn't do it properly...we provided all the paperwork we had to back up the claim. We paid well over $4,000 for the repair and rental which we didn't have as we are a retired couple living on SS. We trusted them....Help please.

  Business Response

  Date: 08/24/2022

  On 5/3/22, a claim was filed under the consumers contract with a failure reported to the transmission. The repair facility reported the transmission slipping at **** RPM and would not accelerate. Endurance requested documentation to verify that the manufacturers maintenance requirements were met.
  

  The consumer provided a document intended to show a transmission service. After review, it was determined that the submission by the consumer was not a verifiable document as the document lacked information such as a VIN. Endurance could not verify that maintenance requirements were met, and the claim could not proceed.
  

  We appreciate the opportunity to clarify the details of the claim determination.
  

  Kind Regards,
  

  Endurance Resolutions

• Initial Complaint

  Date:08/12/2022

  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 call to cancel Endurance warranty and they took the money out of my account anyway then they tried to talk you in to keeping them. I ask for my refund of $120.59 and I was told it would take 30 days to mail it. It didn't take 30 days to get my money. They are nothing but money hungry and try to fast talk you. They are a horrible company. STAY AWAY !!!!

  Business Response

  Date: 08/19/2022

  Upon receipt of this complaint, an Endurance manager contacted the customer to clarify the details of her refund. Upon notification from both banking institutions that the transaction has cleared, Endurance has agreed to expedite the refund check to the customers address on file.  We are sorry for any inconvenience this has caused the customer.
  

  Regards,
  ********************** Resolutions

  Customer Answer

  Date: 08/21/2022

  **** contact me ensure me he would call me and let me know when the check is on the way by the end of the month.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:08/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A work order was denied because Endurance didn't close a claim that had been opened for an Oxygen sensor even after Endurance was aware the repair was not carried out. An expert at Endurance determined the catalytic converter had to be replaced and not the oxygen sensor. The shop cancelled the order for the Oxygen sensor and directed me to where the catalytic converter had to be replaced. The catalytic converter was not covered. On July 29 a new claim to replace to replace the oxygen sensor was denied and documents provided to support the claim were not looked at. Endurance dropped the calls and Supervisors never called back. The vehicle was waiting for the approval for 4 days. They provided the reason for the repair twice, after the second denial, and not able to contact Endurance to close the previous claim, I had to pay ****** out of pocket.

  Business Response

  Date: 08/16/2022

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

  Best Regards, 
  Endurance Resolutions
  

  
  

  Customer Answer

  Date: 08/18/2022

   
  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:08/11/2022

  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 bought a Dodge Caravan, and an Endurance DS Top Tier service contract in March of 2022. 2 months later I got check engine light, and Transmission failure code. Take my van to a Dodge Dealership for repair. Dodge requests I have the trans serviced first to see if dirty fluid was throwing a code. Service was done, and the codes reset. Six days later it throws same codes. Take van back to ***** who does a full diagnostic of transmission and finds it to be bad, needing replacement. My Endurance contract says that I should be fully covered for a transmission, and ***** requests authorization, Endurance sends out a rep to confirm Dodge findings for approval. The Endurance rep drives the van around the block, and leaves. 2 days later Endurance says the van drove ok to them, they did not know why the check engine light was on, claim denied. Another week no repair, upset I call the Dealer who says they will talk to Endurance. The Dealer said Endurance wants to see the van throw the code while their rep is driving it, and then they will approve the repair. Days later Endurance sends out another rep and gets another check Engine Transmission code while driving the van. Days later Endurance denies claim. Then from my car dealerships office an Endurance rep calls me asking that I take my van elsewhere for an input/ output test of the torque converter. On the same day, and time they had a different rep call ***** to have them ask me to authorize a complete teardown of the transmission to the point of failure. After calling *****, we realized first rep did not know which LIE/EXCUSE second rep was using. Just more claim denial excuses. I get stuck for covered repairs. 2 months later in another shop for overheating issues, van needs new compressor, tensioner pully, and fan $1500 plus. Endurance sickeningly offers tensioner pully only. I am out $2600 service contract $4900 Transmission, $700 to **** in car rental fees, $1500 plus for new repairs. (IMO) ENDURANCE IS A SCAM!

  Business Response

  Date: 08/19/2022

  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: 08/26/2022

   
  Complaint: 17704897
  
  I am rejecting this response because:
  There was yet again another representative from ENDURANCE from the (RESOLUTION department no less) to explain to me why they did not have to pay for the repairs. These people are dishonest from start to finish. I do not accept that yet again on another claim I have been put through weeks of frustration and expense while ENDURANCE selects whatever excuse s they can find to deny a claim. Authorizing 100 dollars of a ****-dollar repair (approximately) just so they can pretend to have any real follow through on a repair is garbage. As I stated before I am now out $2600 for the ENDURANCE top level policy that does NOT do anything near what was presented at purchase, $1400 in rental car fees, $5000 dollars for a bad transmission (ENDURANCE PAID NOTHING), and $**** plus for the current overheating issue repairs. ENDURANCE offered to pay for approximately $100 of that.  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/07/2022

  On 5/31/22, the consumer's repair facility contacted Endurance to file a claim for repairs on the consumer's 2016 Dodge Grand Caravan. The repair facility recommended that the transmission be replaced. Endurance dispatched an independent inspector to confirm the repair facilitys findings.

  The inspector confirmed the presence of code P0740 but was unable to duplicate or verify transmission failure during a test drive with the service technician. A second inspection was requested by the repair facility and a second inspector was dispatched. The inspector confirmed the code, but on a test drive with the technician both on and off the freeway, was unable to duplicate or verify transmission failure as the vehicle was operating as designed with no shudder present. Endurance requested further diagnostic testing to determine the cause of the code.

  The consumer subsequently had the transmission replaced and the claim could not be authorized as the contract does not provide coverage for

  B. For any repair or replacement made without prior authorization from Administrator to Repair Facility.

  On 8/8, the consumer's repair facility reported that the vehicle was overheating at idle and recommended that the a/c compressor, idler pulley, and cooling fan be replaced. An independent inspector was sent to confirm the findings of the repair facility.

  The inspector discovered that the a/c compressor was working properly, that the air conditioner was blowing cold air, and that the cooling fan was turning on when needed. The specific cause of failure could not be determined during the inspection because no failure was verified. There has been no new diagnosis presented as of yet. Endurance contacted the consumer and instructed him to have his repair facility contact the Endurance claims department once the cause of the failure had been determined.

  The customer chose to have the vehicle *********************** at a different repair shop. The new facility filed a claim, confirming not only the failure of the idler pulley, but also the failure of the drive belt tensioner. Because the idler pulley and tensioner were eligible and failed in an eligible manner, the claim was authorized in the amount of $743.95.

  An Endurance manager has spoken with the consumer and clarified the details of the claims.

  
  Regards,
  Endurance Resolutions

• Initial Complaint

  Date:08/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased endurance warranty for my vehicle. My transmission went out and they refuse to pay to get my transmission fix. First they said they will not fix my car because my odometer wasnt right and then they couldnt find my account. They said I have burnt transmission oil so for that reason they are not going to get it fixed. I have paid them on time and actually they took 2 payments out of my account last month. I had to call in 4 times because 3 people hung up on me. I had to wait 45 until a manager to picked up the phone. This place is a scam they do Everything in their power not to pay to get your car fixed but will keep collecting payments from you.

  Business Response

  Date: 08/18/2022

  Upon receipt of this complaint, an Endurance manager attempted to contact the consumer in order to address her concerns. At this time we are requesting the consumer to reach out to Manager **** at ************. 

  Regards,

  Endurance Resolutions

• Initial Complaint

  Date:08/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ENDURANCE FAIL TO FIX MY CAR.. THEY TOLD ME TO PROVE RECIEPTS THEY WERE HAND WRITTEN AND THEY TOLD ME THAT DONT ACCEPT IT. THAT WAS NOT TOLD TO ME AND WAS NOT IN THEIR POLICY. I WANT MY CAR FIXED AND SOMEONE TO CALL ME

  Business Response

  Date: 10/14/2022

  After receiving this complaint, an Endurance Manager contacted the consumer and resolved the situation. On 6/2/22, the consumer's refund check was delivered by Fed-Ex.

   

  Best Regards, 

  Endurance Resolutions

• Initial Complaint

  Date:08/08/2022

  Type:Customer Service 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 continue to receive monthly letters from this company. I have called countless number of times to have myself removed from their mailing list. The vehicle they are writing to me about was totaled years ago! Whenever I provide them with the assigned customer ID number, they quickly ask me about my current vehicle 9which they seem to have evidence of). I just dont want to be reminded of this vehicle that ended someones life tragically! I dont know why this company is allowed to continue in this fashion and not take appropriate steps to remove a request from their mailing list.

  Business Response

  Date: 08/09/2022

  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:08/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a auto warranty for my truck. When I took it to the shop for a noisy ticking from the engine department. They diagnosed it with a clasped lifter. Very common problem with this year model and engine. The shop contacted endurance and they sent out an adjuster to look at it. They denied my claim for there reasoning of the truck has a lift. Absolutely nothing to do with the engine. Endurance claim manager agrees but he also said the box on my application which is listed under optionswas not check for a lift. this application was fill out by endurance not I. So they will not warranty my claim. And to top that off they are still drafting payment from me and I can not get anywhere with them. No call back and no communication. In my opinion this company is crooked.

  Business Response

  Date: 08/16/2022

  Thank you for forwarding the consumers concerns. On 8/11, A Manager from Endurance spoke with ****************** and has since resolved the matter to his content. We appreciate the opportunity to assist the consumer.
  

  Kind Regards,
  

  Endurance Resolutions