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 Automotive Services Department

  6860 Dallas Pkwy STE 200 Plano, TX 75024-4242

• 

  Endurance Warranty Services LLC

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

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:08/07/2022

  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.

  They did not provide contract and agent gave false information about services they would provide. They told me it would bumper to bumper coverage. And I would like all monies paid to be giving back to me with interest.

  Business Response

  Date: 08/16/2022

  Thank you for bringing this to our attention. A manager from Endurance made several attempts to contact the consumer but was unsuccessful.The manager has since provided their contact information via email to the address on file. At this time, we are requesting the consumer to reach out to the manager at their earliest convenience so we may further assist.
  

  Kind Regards,
  

  Endurance Resolutions

• Initial Complaint

  Date:08/06/2022

  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 warranty on 5/29/2022 for my truck that l purchased from B&M automobile at ************. I was told that the truck was in good working condition. On 8/4/2022 my engine light came on. I took my truck to ****** to get it repaired. I figured it wouldn't be an issue since l had a warranty. I was informed by Endurance that they had the wrong mileage on the truck when l purchased it. The truck had ****** on the mileage when l purchased it. Endurance informed me that someone told them that the truck had 118etc on it. I contacted Endurance's claimed supervisor that whoever took the application over the phone made a mistake and put the wrong mileage down on my application. Endurance then asked me to send them a copy of the bill of sale. I emailed them a copy of the bill of sale on 8/4/2022 and I'm still waiting to get the claim approved. I have phoned Endurance several times at ************. I was informed that the truck needs a new transmission and other things as well totaling around $16,500. Something needs to be done at the dealership that sold me this truck and stated that there wasn't anything wrong with the truck. B&M Auto sales ************. The salesperson's name is *******. I have tried to get in contact with him and l have yet to speak with him. I left several voice messages.

  Business Response

  Date: 08/15/2022

  On 5/31/22 the consumer contacted Endurance and purchased a vehicle service contract. The consumer provided an odometer reading of ******* which he stated to be exact.

  
  On 8/4/22, a repair facility filed a claim under the consumers contract. A vehicle history report documented an odometer reading of ******* on 3/24/22. The claim was excluded under the contract terms, which state 
  
  VIII. EXCLUSIONS WHAT IS NOT COVERED: 
  
  N. The following are excluded from Coverage under this Contract: (3) Any Vehicle on which the actual accumulated mileage cannot be determined for any reason.

  
  Endurance offered to rewrite the contract using the known mileage from the claim which the consumer declined. In the interest of customer **********************, an ********************** manager contacted the consumer and offered a full refund rather than the pro-rata refund specified by the contract terms. The consumer has accepted the full refund.

  
  Regards,
  Endurance Resolutions

• Initial Complaint

  Date:08/05/2022

  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.

  I purchased Mepco warranty 7/23/21 for my vehicle, and made every payment on time. In January 2022 I brought my car to a ***** dealership, and was advised it needed repairs, which were submitted to Mepco, and authorization for the repairs was provided to the dealership from Mepco. Half of the repairs were completed, however the other half we had to wait to be completed due to parts being on back order for several months. During those 2 months my husband who is active duty Army was deployed to ****** due to the ******/******* situation. The dealership gave me back my car because I needed to drive my car while my husband was on deployment, and I needed to make my appointments due to pregnancy. Once my husband returned from deployment in July we took the vehicle back to the ***** dealership and the repairs were completed. The contract states that the dealership had 30 days from the date the repairs were completed to submit the request for payment. The dealership did this in July when the repairs were completed. Mepco proceeded to deny payment because they stated repairs were not done within ********************************************************** the interim. No where in the contract does it state I could not drive the vehicle, and the contract also states that the repair facility has 30 days to submit the claim AFTER the work has been completed. The work was not completed until July of 2022, which was then submitted in a timely manner. We have spoken to numerous customer service associates and asked where in the contact we had 30 days from authorization to complete repairs and no one has provided this and they have just repeated the decision is final. The dealership is now stating they cannot give me my vehicle until $3,500 is paid. I am currently 8 months pregnant with my first child and my husband is an E-4 in the military. This is a huge burden to an active duty military member who is being penalized due to a deployment.

  Business Response

  Date: 08/09/2022

  Please see attached.

  Business Response

  Date: 03/28/2025

  Upon receipt of this complaint and after further review, this issue has been resolved. If the consumer requires additional assistance, they can contact Endurance at ************.

• Initial Complaint

  Date:08/05/2022

  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 May of 2022 I purchased an extended warranty from Endurance. I opted for the "Supreme" coverage as the "Exclusions we stated be be minimal" when I purchased the warranty.I moved from ******** to ***** in September of 2021. Prior to the move, I took our 2016 Mini Countryman auto to the Mini dealer where we purchased it and had all the servicing done. At that time the service department said that they thought we had a Turbo that was failing. Since we were moving days later I waited until we got to ***** to see if the move changed anything.On 29 May of this year I took the auto to a *** dealership in *********, *****. They said that they could work on our Mini, just not do Mini warranty work. There are no Mini dealers ** *****.The service department informed me that there was oil in one of the cylinders causing a loss of compression in the engine, not a Turbo failing. They, ****************************************, filed a claim with the extended warranty company, Endurance. Claim #CL ********. I was put into a rental car as that is part of the warranty. It took several days for an adjuster to come by to look at the auto there. There was then a request made by the adjuster for a copy of the last three oil changes. Then there was a request for cops of paid invoices for the last three oil changes. Then the adjuster wanted the engine torn down so they could see the problem. It was then surmised that a piston ring failed. Endurance then said the warranty did not cover that.To get the auto back on the road, I authorized **************************************** to replace the engine with a *** remanufactured engine. That cost me $19.358.36.The rental car was returned about 7 weeks later when I was notified of the denial of my claim. That was about $2,600.

  Business Response

  Date: 08/12/2022

  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:08/04/2022

  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.

  I had my vehicle serviced at a licensed Chevrolet dealership after a check engine light came on. The initial claim was submitted and denied.I then called Endurance to talk through the claim submitted and they continue to stand behind the fact that it is a denied claim.I spoke with ***** in their Existing Claims Department on August 4, 2022.Her statement to me was that it didn't matter what my claim was as it was listed under the Exclusion of the contract. The issue is this part was a mechanical failure, and then becomes a covered part under the warranty. I have the "Like-New Supreme" warranty plan and was told that I can't get what is actually covered.It was frustrating and a large waste of my time for something that should have been handled without issue.Very simply, I want the work covered, as promised under the contract.

  Business Response

  Date: 08/15/2022

  On 8/4/22, the consumers repair facility filed a claim under the consumers contract. The repair facility reported a failure of the purge valve. Under the consumers exclusionary contract, coverage is not provided for

  
                  the following emission components: EGR purge valve/solenoids/sensors

  
  Upon receipt of this complaint, a manager from Endurance contacted the consumer to clarify the terms and conditions of the contract. In the interest of customer **********************, a payment has been deferred to help offset the cost of the repair to the consumer.

  
  Regards,
  Endurance Resolutions

  Customer Answer

  Date: 08/16/2022

  I did discuss the matter with an agent of Endurance. The additional clarification on the policy was appreciated and the agent extended the option to differ a payment, in which I accepted. The agent further gave me their contact information if I find need of their assistance again in the future.
  
  This matter is resolved and if there is the option, I extend the opportunity for the business to remove this complaint against them.
  
  Thanks.

• Initial Complaint

  Date:08/04/2022

  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.

  I purchased a warranty for my wife's car in early April 2022 from Endurance. Shortly after I purchsed the coverage, we began to have a whining coming from the engine. Luckily, this was after the initial waiting and mileage period. I took the vehicle in to the dealership and they diagnosed a stretched timing chain. The service writer submitted a claim with Endurance and they said that there was a mileage discrepancy from a previous record on the carfax. Endurance was kind enough to cancel the current contract and re-write a new contract with the correct mileage and take the money I had already paid and put it towards the new policy. The agent also verified 3 times that the existing issue would be fixed under the new policy. I only had to wait an additional 30 days and drive another **** miles. I did both and made sure to be very careful. We then took the vehicle back in to the same dealership. The service writer submitted a new claim. Now Endurance is asking for documentation from the first diagnosis even though they promised that they would honor the repair order. I have followed up with a "manager" and he told me that he would have an answer to me within 2 days. Now I can not get a response from him. Endurance needs to make this right. Please be cautious, if you plan to use them.

  Business Response

  Date: 08/12/2022

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

  Best Regards, 
  Endurance Resolutions
  

  
  

  Customer Answer

  Date: 08/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/04/2022

  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.

  This initial transaction begin Monday when Endurance was contacted. Inspector came out and decided to give me a used transmission vs new through my dealership. Which was not the problem, they failed to notify me and transmission takes over week to arrive while they only cover 5 days. They told my advisor to tell me to contact to extend and they refused to extend despite their poor customer **********************. I called again and they I needed to reach out to THEIR third party vendor to have them contact ENDURANCE to extend. Absolute WORST customer ********************** !! I don't even know who is handling my transmission and THEY FAILED to provide me of this information. Terrible company and customer ********************** reps and the supervisors are terrible to add!

  Business Response

  Date: 08/13/2022

  Thank you for bringing this to our attention. The contract provides rental benefits for a maximum of five days for an authorized claim. Per contract Section VII.ADDITIONAL BENEFITS:

  
  Your Vehicle Service Contract provides the following Additional Benefits:

  
  1.Rental Car Benefit and Substitute Transportation: In the event of a Covered Repair, We will pay or reimburse You for receipted expenses to rent a replacement vehicle (from a licensed rental agency) or for alternate public transportation while Your Vehicle is at a Licensed Repair Facility. Coverage will be provided to You up to a maximum of thirty ($30) dollars per day and a maximum of one hundred fifty ($150) dollars per Covered Repair.
  

  Due to the circumstances, a manager applied a deferral credit to the consumer's account in the interest of customer **********************. ********************** is sorry for the frustration this has caused the consumer and is committed to the highest level of customer satisfaction.
  

  Kind Regards,
  

  Endurance Resolutions

• Initial Complaint

  Date:08/03/2022

  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.

  I purchased warranty with this company canceled the warranty after paying 158 dollars and 126 dollars ,didnt have the policy more than 60 days never used it and they want to refund me 36 dollars unjust also called to cancel less than 30 days and was given a hard time to go where as the policy never got canceled

  Business Response

  Date: 08/10/2022

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

  
  Best Regards, 
  Endurance Resolutions

  Customer Answer

  Date: 08/14/2022

   
  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:08/03/2022

  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 on March of 2020. Each time i had to file a claim for service it was denied. There was always an excuse - pre existing - or some other made up reason. I have paid t hem $189 per month since then. They are a fraud. They advertise as one of the top warranty services and they are far from that. I have been trying to cancel my account and they keep me on hold for a very long time. The last time I held for 123 minutes and no one came on. This is ridiculous!!!!!! I am asking that they return my money as they did NOTHING for me.

  Business Response

  Date: 08/11/2022

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

  Best Regards, 
  Endurance Resolutions
  
  

• Initial Complaint

  Date:08/02/2022

  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.

  YOUR VEHICLE YEAR 2012 MAKE *** MODEL X5 ODO ******* mi VIN ***************** YOUR COVERAGE NO. EADV16134625 PLANEndurance Advantage Prime TERM/MILES 60/100,000 EXPIRATION DATE 5/28/2027 EXPIRATION ******* DEDUCTIBLE 100. I bought a warranty on my car on 4/28/2022, I physically went in the car and read the odometer mileage on that date 4/28/2022 ******. I have been religiously paid my premium monthly. About four months later, my engine light came on and I took the car to a mechanical shop and they told me the service is covered under my endurance policy and they will call them. The shop called and told me to call endurance, when I called, endurance told me that they were a discrepancy from the mileage because Carfax reported ****** on 4/22/2022. I believe it is a mistake from Carfax reporting ****** instead of ****** on 4/22/2022. I told endurance if they know they were a discrepancy on 4/22/2022 why they did not canceled my policy or even why sold me the policy? Why they kept withdrawing money from my account monthly and now it's time for them to honor the contract, all of of a sudden this issue popped up. Please make the necessary correction as quickly as possible, this is my only way of transportation, I was obligated to pay my premium monthly and now Endurance is obligated to cover the repair. The current mileage in the car is over ****** miles now. Even with the discrepancy which is total 577 miles, the car has already been driven for over **** miles and Endurance agreed to cover any repair after one month or a **** miles.

  Business Response

  Date: 08/11/2022

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

  Kind Regards,
  

  Endurance Resolutions