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

3,467 total complaints in the last 3 years.
1,180 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:07/26/2022
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 my warranty on 02/23/2018 and renewed it on 04/16/2021. My car broke down. It was towed to a mechanic who determined that the engine needed to be replaced. I had it towed to the dealership for a second opinion. I was told the same. Endurance denied the claim which they said was negligence. I did not receive any warning after driving for approximately 15 minutes. The dealership agreed that was no reason for the denial. This occurred on June 4, 2022. Endurances adjustor claims that the car overheated but refused to check the onboard computer system for error. The manager at AutoNation explained that this could have been caused by bad bearings. I feel as though the adjustor did not do a thorough diagnosis of the problem to determine what was the cause of the engine failure.
Business Response
Date: 08/04/2022
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
Initial Complaint
Date:07/25/2022
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 bought an secure plus used extended warranty from Endurance on July 28 2020. My odometer reading was *******. On June 27, 2022 I took my vehicle to an ASE Certified service dealer as stated in the contract. The car was maintained and always in good working order. The oil was always changed on time using Castrol Edge Extended ****************** along with a ***** 1 filter. I was ask to present reciepts for the oil changes , I did. The mileage between the oil chnages are **** miles, ******** recommends oil changes between **** and ****** miles. I exceeded this recommendation.The car had ******* miles when it was taken into the Service Center on June 27, 2022. That is ONLY a difference of ****** miles from when the warranty was bought.As told to me by the Assistant Service manager of ******** Auto Service Center , the engine was clean with no sludge. The parts that were repaired in my car are specifically said to be covered in the warranty. I have included page 5 of covered parts. This vehicle has no history of any rocker arms and cam preexisting problem. As stated in the contract, prior to any repair being done the service center contacted the warranty company to obtain an authorization. The Endurance inspector took 2 weeks to come to the service center to look at the vehicle. I am told he took pictures and sent paper work into the office. Endurance refused payment for all repairs. Upon researching the problem that needed to be repaired on my car, I found that on the ******** model I own, a 2012 ******** with a 3.6 ************* , the rocker arm and cam are a common problem. This problem is not my problem. My vehicle was clearly cared for properly, the contract states all of the repaired parts are covered. This company needs to live up to their contract with me and reimburse me for all repairs made that they state are covered on their contract. **** Receipts of the oil changes and the mileage at the time of the oil changes and page 5 of the contr
Business Response
Date: 08/03/2022
On 6/29/22, the repair facility filed a claim under the contract, with failures reported to the rocker arms, lifter, and right intake camshaft. The repair facility reported a ticking sound from the engine, and the vehicle displayed diagnostic trouble code P219A, which indicates an imbalance of the air to fuel ratio between cylinders. To verify that the consumer met the contracts maintenance requirements for the engine, Endurance requested that the consumer submit maintenance documentation.
The vehicles owners manual requires that under no circumstances should oil change intervals exceed ***** miles or six months, whichever comes first. Endurance reviewed the service documents provided by the consumer. The documentation submitted did not satisfy the maintenance requirements for the vehicle.Endurance denied the claim per the Exclusions section of the contract, which states that coverage is not provided for
For any Breakdown caused by misuse, abuse, negligence, lack of normal maintenance required by the manufacturers maintenance schedule for Your Vehicle
We appreciate the opportunity to address this concern.
Kind Regards,
Endurance Resolutions
Customer Answer
Date: 08/10/2022

Complaint: 17617773

I am rejecting this response because: on page 559 of the Chrysler 2012 Owners Manual ;it reads, and I have copied and pasted this for your conveince.
NOTE: Under no circumstances should oil change
intervals exceed ***** miles (13 000 km) or twelve
months, whichever occurs first.
Page is printed in Bold print. In grammar that means to pay attention. I did pay attention. My Chrylser is only driven under light driving conditions, becasue I am retired, so my driving is limited to simple driving
This can also be found,
MAINTENANCE SCHEDULES 605 Under no circumstances should oil change intervals
exceed ***** miles (13 000 km) or six months, whichever comes first.
It seems to me you are chooseing the one quote that is not printed in bold print but only printed for scheduling, for your purpose of convenience.
I bough t this warranty in good faith becasue of the extended coverage.I understand warranty companies are in business to make money, but it should not be at the buyers expense when the buyers have followed the rules and cared for the vehicle.
I know the customer is not always right, but this time I am the right customer.
Respecfully yours in good faith,
*****************************

Under no circumstances should oil change intervals
exceed ***** miles (13 000 km) or six months, whichever comes first.

Sincerely,

*****************************
Business Response
Date: 08/16/2022
The consumer has certain responsibilities under the contract, including the following per Section VIII(A):
CONTRACT HOLDERS MAINTENANCE REQUIREMENTS:
You must have Your Vehicle checked and serviced in accordance with the manufacturers recommendations,as outlined in the Owners Manual. You are required to follow the maintenance schedule that applies to Your driving habits and climate conditions.

The vehicles owners manual includes a section titled Maintenance Schedules,beginning on pg. 603 (attached). This section includes a subsection titled Required Maintenance Intervals. The schedule requires an oil change at the earlier of ***** miles or 6 months, followed by ****** miles or 12 months, ****** miles or ************************* intervals of ***** miles or 6 months. While the manufacturer has printed a never exceed limit as a precaution, the consumers contract specifies that the maintenance schedule, which has an interval of the earlier of ***** miles or 6 months, must be followed. As the consumer regularly exceeded this interval, the claim was excluded by letter D of the Exclusions section, which states that coverage is not provided for
D.For any Breakdown caused by misuse, abuse, negligence, lack of normal maintenance required by the manufacturers maintenance schedule for Your Vehicle or improper servicing or repairs subsequent to purchase.

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

Regards,
Endurance Resolutions
Initial Complaint
Date:07/25/2022
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 purchased an extended car warranty from Endurance on February 18,2022. The policy required that I drive ***** miles before it was valid. I don't drive much so it took until mid-April to reach **** miles or a total of ****** miles. I encountered no problem with the car during this period. On May 7th, I noticed that driving the car felt like I was driving on a very bumpy road. This problem worsened and then the rear brake signal light came on a few days later. I took the car to *** service on May 23,2022 at ****** miles. I needed new rear brakes and the technician found that the rear right caliper was seizing, thus causing the driving problem. Endurance first told my dealer that they didn't cover calipers. However, calipers was clearly stated in my contract. Then, they said they needed proof the caliper was seizing. This proof was provided to Endurance by the *** technician. *** ordered the part needed and this was installed on May 31, 2022 (mileage ******). My dealer called Endurance again and was told "we would have covered the part, but we consider it a pre-existing condition"! Since I was well over the **** miles for the contract to become valid, there was no evident problem during this interval and Endurance did not require another inspection at the **** mile point, (I had had the car inspected right before purchasing the policy in February), then legally Endurance was responsible for the caliper repair at a cost $409.53 This whole experience with Endurance was very frustrating. They kept changing the reason why they wouldn't cover my repair. It took hours for both my dealer and myself waiting on hold to reach them and then we were transferred from one agent to another, each stating a different reason. The bottom line with that Endurance owes me $409.53. I have all the receipts and would appreciate help in resolving this problem. Thank you.
Business Response
Date: 08/04/2022
We appreciate the opportunity to address the consumers concern.

On 5/24, the consumers repair facility filed a claim under her contract.The shop reported that the vehicle was driven in the previous day and that the consumer had requested a brake inspection. The shop reported that the brake pads and rotors had already been replaced and that the vehicle needed rear calipers.The facility stated that calipers overheated and that the seal around the piston had melted.
The consumers contract requires prior authorization to be obtained from the administrator before any repair is performed. Repairs performed without prior authorization are ineligible under the contract. The brake pads that had been replaced without prior authorization could not be reimbursed.The failure of the calipers due to overheating was not eligible and could not be authorized.

In the interest of customer **********************, ********************** has agreed to issue a goodwill reimbursement of the maximum benefit of $140.00 for the brake pads.Endurance will expedite the payment to the consumers address on file.

Best regards,
Endurance Resolutions
Customer Answer
Date: 08/08/2022

Complaint: 17621258

I am rejecting this response because: The response from Endurance Warranty is not accurate. Both the *** agent and I called Endurance on the morning of May 23rd, the day that the car was brought in for brake pad repairs and it was found that the rear right caliper was freezing. ******* agent called as soon as the problem was found and was on hold for over an hour during which time the brake pads were replaced. When she finally reached Endurance, she was told that Endurance does not cover calipers. Later the same day, I found the contract on-line (notably, Endurance had never sent me my new contract). The contract clearly stated that my policy does cover calipers. So, I called Endurance again the same day and was then told that although they cover calipers, there was no proof that it was freezing. ******* sent photographic proof that day also. Since the caliper part was not in stock, I asked *** to order it. During the week, waiting for the new caliper, it was not possible to drive the car over 40 mph due to a severe shudder in the car. On May 31st, I took the car in again to *** and the *** agent again called Endurance. She was told that Endurance would have covered the caliper replacement but considered it a pre-existing condition. It was not pre-existing because I had driven the car 811 miles over the ***** miles for the coverage to kick in and we made every attempt possible to get the repair verified in advance. The replacement of the rear right caliper solved the car shuddering problem.
It is interesting the the Endurance agent is offering a "good-will" reimbursement of $140 toward the brake pad replacement because this benefit is also included in my contract. And, although both the *** agent and I called Endurance the day the brake pads were being replaced, none of the Endurance agents were forthcoming with this benefit.
The bottom line is that I believe Endurance should reimburse me both $140 toward the brake pad replacement and $409.53 for the right rear caliper replacement.
Receipts have been provided previously.

Sincerely,

*********************
Business Response
Date: 08/15/2022
As our previous response stated, the consumers contract requires prior authorization to be obtained from the administrator before any repair is performed. Repairs performed without prior authorization are ineligible under the contract. The brake pads that had been replaced without prior authorization could not be reimbursed. The failure of the calipers due to overheating was not eligible and could not be authorized.

In the interest of customer **********************, ********************** has sent a goodwill payment of $140.00 for the brake pads. The consumer has received this payment.
Upon notification of the rejected response, an Endurance manager contacted the consumer to clarify the claim details. Endurance stands by its decision that the caliper failure was not an eligible failure and could not be authorized.

Best regards,
Endurance Resolutions
Customer Answer
Date: 08/22/2022

Complaint: 17621258

I am rejecting this response because: After two lengthy phone calls with the Endurance Warranty representative, it is clear that this disagreement will never be resolved satisfactorily. Although I reported a problem with the right rear caliper before it was replace, apparently the description of the problem was not accurate enough, i.e. it was described by the BMW technician as freezing, but the real problem was that it was pulling back slowly. Nevertheless, there was a shuddering in the car which disappeared once the caliper was replaced. it is obvious that the caliper needed to be replaced even if the problem was not accurately described and the problem was reported a week before the caliper was replaced. Since my warranty policy covers calipers, Endurance should have covered it.

Sincerely,

*********************
Initial Complaint
Date:07/22/2022
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.
They were supposed to to tow ********* but they waited 2 days before they told they had ended towed it. So I called around and I found put the police had towedy car. I paid the tow yard and the police tow fee.
Business Response
Date: 08/02/2022
Thank you for bringing this to our attention. A manager from Endurance reached out to the consumer regarding the situation described. In the interest of consumer satisfaction, the manager applied a deferral to ****************** monthly payment and provided their contact details to the consumer should they need assistance down the line. We appreciate the opportunity to assist the consumer.
Kind Regards,
Endurance Resolutions
Initial Complaint
Date:07/22/2022
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 purchased a used 2010 ****** Rogue on 07/05/2022. I only had it for 13 days and drove it approximately 130 miles when the transmission broke. I purchased a warranty that began on 07/05/2022 from endurance. After their evaluator looked at the transmission, they declined to cover the claim because it was " existing damage to the transmission." I do not understand the purpose of a warranty if not to cover things that no one was aware were wrong. In fact, the dealer that sold it to me told me the transmissions are notorious on this car and suggested the warranty to protect me.
Business Response
Date: 07/29/2022
On 7/25/22, Endurance reopened the claim for further review. Endurance is currently working with the consumer's repair facility to continue the claims process.
A manager from Endurance has attempted to reach the consumer unsuccessfully and asks that they contact manager **** at ************.
Initial Complaint
Date:07/22/2022
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.
My car dealer added this warranty to my used car at the time of purchase. They sold me the highest "Apex Pro" coverage. The pamphlet that was given to me specifically lists the alternator as a covered component.On Friday 7/15/2022, I sent in the invoice and warranty contract. I explained that I was in the middle of a road trip out of state when my car stopped working. The alternator went bad, causing the battery to die. To get back to my home state, I needed a new alternator.This occurred on a Saturday when there were few shops open. The following day would have been Sunday, with no shops open, so my options were limited.The store manager at ********* said that he couldn't bill EnduranceDS while I was there, He stated that I could pay and then submit the invoice to Endurance for reimbursement.***** from the Endurance ************ quickly denied the claim, stating that the repair would not qualify as an emergency repair. He must have missed the part about me being on a road trip, out of state, on a Saturday, without a working car. I have tried multiple times over email and phone to explain to Endurance that this was an emergency, that it needed to be done and I had no choice. They continue to deny that this out-of-state automobile breakdown on a Saturday is an emergency repair. Please help me get reimbursed.
Business Response
Date: 07/30/2022
We appreciate the opportunity to address the consumers concern.

The consumers contract requires prior authorization for repairs to be obtained from the administrator before any repair is performed.Repairs performed without prior authorization are ineligible under the contract unless the repair constitutes an Emergency Repair under the contract. The contract provides the following regarding Emergency Repairs

Emergency Repairs Should an emergency occur which requires a repair of a Breakdown to be made at a time when the ********************* is closed, follow the claim procedures above without authorization, and We will make reimbursement to You or to the licensed repair facility in accordance with the Contract provisions if the repair is Covered. You must call the ********************* within five (5) business days from the date of repair to determine if such repair will be covered by this Contract.

The invoice provided by the consumer shows that the vehicle arrived at the shop on Saturday 7/9 at 10:06am CST and left at 12:38pm CST after the repair was completed. Please be advised, the administrators office is open for claim filing from 8am 3pm CST on Saturdays. As the repair was performed while the administrators office was open, the repair does not qualify as an Emergency Repair under the contract. The repair was excluded as being performed with no prior authorization.

At this time, the consumers contract is active and eligible for future authorized claims.

Best regards,
Endurance Resolutions
Customer Answer
Date: 08/05/2022

Complaint: 17610457

I am rejecting this response because:
I was on an out-of-state road trip on a Saturday when my car stopped working. The only mechanic that I was aware of in the area that was open on the weekend and had the part in stock was either unable or unwilling to stay on hold with the warranty company's long wait time. The part is covered according to the brochure that EnduranceDS used to sell me this warranty. I see no reason why they can't consider my situation an emergency and reimburse me for the upfront cost.

Sincerely,

*********************
Business Response
Date: 08/15/2022
The consumers invoice shows that the vehicle arrived at the shop on Saturday 7/9 at 10:06am CST and left at 12:38pm CST after the repair was completed. The administrators office is open for claim filing from 8am 3pm CST on Saturdays. As the repair was performed while the administrators office was open, the repair does not qualify as an Emergency Repair under the contract. The repair was excluded as being performed with no prior authorization.

Regards,
Endurance Resolutions
Customer Answer
Date: 08/25/2022

Complaint: 17610457

I am rejecting this response because: Even though the warranty company is trying to avoid paying this, it was a true emergency. I was out of state on a road trip over the weekend when my car stopped working. In this unfamiliar area, there was only one mechanic that I was aware of that was open Saturday AND had the part in stock.
The one customer ********************** person in the shop was busy dealing with multiple customers and a phone that was ringing often. He was either unable or unwilling to stay on hold with the warranty company. I have used this warranty at two other shops previously, and both commented on how long the wait time was for the claims department at Endurance DS.
The customer ********************** number that Endurance DS has on their brochure & contract is only M-F. When I tried calling for customer help on a Saturday morning, ********************** forces me to leave a message.
In this instance, my only available option was to get my car fixed at this place that didn't or couldn't deal with Endurance's long wait times. Endurance DS is trying to deny payment because that is more profitable for them. If I knew how hard it was to get a service covered, I would have never paid for their Endurance BS top-tier package.

Sincerely,

*********************
Initial Complaint
Date:07/22/2022
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.
In May the vehicle was making an odd sound, so the vehicle was taken to the dealership where the vehicle was purchased, which was ********************************************. We have owned this vehicle for less than a year. ********************* contacted the warranty company to see if the issue was covered. The warranty company told them yes, but they had to tear down the vehicle to confirm the issue, and if this were confirmed then they would cover the tear down and the repair, minus our deductible. The vehicle was torn down and the issue was confirmed. At this point the warranty people told them they saw mileage discrepancies on the Carfax report therefore, unless this was fixed then the claim would not be covered. The manager explained to them that the Apex Device doesnt give accurate readings and shouldnt be used to report mileage, therefore, the warranty company asked for invoices to reflect the accurate mileage and the manager provided this information, and after going through all of the phone calls, research, and pulling of old documents to show proof, the warranty company still denied the claim, but wouldnt tell us right away and kept avoiding us, while all the while they knew the whole time they had no intention of covering the claim. The manager at JHH stated that he never dealt with a warranty company like this, and that it was obvious they were not going to cover this claim and were looking for reasons to deny it.I spoke with 2 different representatives at the warranty company that told me that one someone in the office had transposed information on their side, and 2 the claim was going to remain denied no matter what. It was clear I was being defrauded and I requested to have this all cancelled and to have all money fully refunded immediately, especially because they never paid a single ***** on anything. The manager said this was fine and he would expedite this and sent me the forms.
Business Response
Date: 07/28/2022
On 3/29/22, the consumer contacted Endurance and purchased an Endurance Advantage Prime service contract for his vehicle. The consumer provided an odometer reading of ******* miles.
On 6/7/22, a repair facility filed a claim under the contract. As part of the normal claims process,Endurance acquired a vehicle history report for the vehicle. That report showed several mileage discrepancies and an odometer rollback. The claim could not be authorized as coverage is not provided for in the contracts Exclusion Section

N.Any Vehicle on which the actual accumulated mileage cannot be determined for any reason.

After receiving the complaint, a manager from Endurance attempted several times to reach the consumer. The consumer has charged back several payments, in the interest of customer **********************, ********************** will refund the remaining funds to effect a full refund. If the consumer has any questions,they can contact manager **** at *************.
Best Regards,
Endurance Resolutions
Initial Complaint
Date:07/22/2022
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.
I purchased a level 4 extended warranty from Endurance with my Yukon a year ago. Every 5k miles, I have taken it in for oil changes. 2 days after the last oil change, we start hearing a funny noise in the engine.We took it to the dealership and they said that there were some parts failing and they would likely be covered by the plan. So they initiated a warranty claim.After a couple of days, the inspector finally came out. The technician started the engine so the inspector could hear the noise. Then they checked fluid levels.After another 4 days, I am told by Endurance that they are denying the claim because of low oil level. Of course the oil level is going to register low when you check it after running the engine. If I go check it now after sitting for 3 weeks, the oil level registers just fine.After I pushed back that I had the oil changed 5 days ago and there are no signs of oil leaks anywhere, they agreed to review the claim again. Another week goes by and they said that they are still denying the claim. "Even though the oil level was in the acceptable range, it was still low and could have caused the damage." There is a reason why the manufacturers put an ACCEPTABLE RANGE of oil level on the dip sticks.They know that this repair is going to cost more than the premiums I paid and are doing everything they can to weasel out of providing the coverage that I paid for. And they will not send me any of their documentation or pictures supporting the denial.
Business Response
Date: 07/29/2022
Thank you for bringing this to our attention. Upon receipt of this complaint,management reviewed ********************** claim. At this time, we are requesting that the consumer's repair facility contact the Claims department to continue with the claims process.
Kind Regards,
Endurance Resolutions
Customer Answer
Date: 08/10/2022

Complaint: 17609429

I am rejecting this response because:
The business is still "reviewing" the claim again. Nothing has been resolved at this time. They have not agreed to cover the claim, and I am still dissatisfied with that decision.

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

Business Response
Date: 08/15/2022
Thank you for bringing this to our attention. After completing the review, Endurance has since authorized repairs for the camshaft and lifters in the amount of $5,990.21. We appreciate the opportunity to address this concern.
Kind Regards,
Endurance Resolutions
Customer Answer
Date: 08/22/2022

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:07/21/2022
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 car warranty insurance , on 5/31 /22 from endurance car warranty . They told me after 30 days or **** miles my vehicle would be covered from bumper to bumper as far as engine transmission electrical pretty much everything . So on July 11 on my way to work ( 30 miles one way ) my vehicle started acting crazy the engine light came on traction light came on . I made it to work and back home called to get it in shop couldnt get it in til July 19 (did not drive anymore til July 19 to take it to shop ) , it has some problems . I filed a claim with endurance the same day . The claims adjuster came and checked it on July 20 2022, . The next day (today) they call and said they are denying the claim and will not fix my Jeep The lady at the ***** dealership ***************** in ********* ** in the service department couldnt believe they was not going to honor the warranty and fix my Jeep. So the claim adjuster says that they will not fix it because it had to already be damaged before I got the warranty . I drive it to work everyday and back home six days a week. Now they are not going to honor my policy but are definitely going to continue to take their payment again (second payment ) in like 7 days . I have went past the 30 days and the **** miles actually quite a bit . I just want my Jeep fixed so I dont have to keep asking people to give me a ride to work anrd back home .
Business Response
Date: 07/29/2022
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: 08/02/2022

Complaint: 17601677

I am rejecting this response because:they are still not honoring the contract , and I have had to hire an attorney

Sincerely,

***********************
Business Response
Date: 08/08/2022
On 5/31/2022, ************ purchased an Endurance Advantage Prime vehicle service contract. *** consumer stated that her exact mileage at that time was *******. Please be advised, the Endurance Advantage Prime has a 30 day and **** mile waiting period. Any failure that begins prior to the end of this waiting period is pre-existing and cannot be covered.
On 7/19, a representative from ******************************* contacted the Endurance claims department to file a claim for repairs. According to the repair shop, the vehicle was driven in with ******* miles, and reported failures to camshaft, camshaft position sensor, rockers and lifters.
As part of the claims process, Endurance acquired a vehicle history report for the vehicle. *** vehicle history report revealed that the consumer had visited Sharps Total Performance before contract activation, with ******* miles. *** shop reported that there was severe engine noise related to the lifters and that there was no oil on the dipstick.
Based on evidence supplied by the shops invoice, the claim was denied per the contract exclusions, which state that coverage is not provided:
I. For any Pre-Existing Condition, for any Breakdown that occurs, or begins to occur, prior to the expiration of the Waiting Period or reported after the Expiration Date or Mileage, or if the information provided by You, or the Licensed Repair Facility cannot be verified as accurate or is found to be deceptively inaccurate.
An Endurance customer ********************** manager contacted the consumer, explained the denial in detail and, in the interest of customer **********************, offered the consumer a full refund, which the consumer declined.
If Ms. ****************** any further information, she may contact manager, **** at ************.

Customer Answer
Date: 08/11/2022

Complaint: 17601677

I am rejecting this response because:
I have hired an attorney
Sincerely,

***********************
Initial Complaint
Date:07/20/2022
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.
On august 2021 , I purchased an extended car warranty through Endurance warranty service; at the time of setting up policy I was asked to provide car mileage and I provided *****. A month later September 2021, I need to get my transmission replaced , I contacted endurance and I was informed because I had my policy less than a month I was unable to use warranty, I was able to get my transmission repaired under my ****** warranty. The week of July 4, ****************************** my car and I was told I would need a compressor. I contacted Endurance to start a claim and I was informed my claim would is pending/ would not be approved due to the carfax report indicated a different mileage ****** than I report when I started the policy in 2021. Which is a 60 miles difference. The week of July 11, 2021 for better clarification my daughter decided to call with me on the phone as well. We were told in order for the claim to be approved we would need to contact the ****** dealership and get the exact mileage reported date of service for transmission. We proceeded to contact ******, the date of service for transmission repair was 9/24/2021 and the mileage was ******. After being transferred to several different reps at Endurance we provided the mileage and was later told the claim would be denied because when I set up the policy i provided them more mileage than reported on the car. This company is a complete scam, since 2021 I have paid ***** towards a policy that I cant use . I was advised to cancel the policy and start a new policy, but there is no guarantee my preexisting claim would be approved. Endurance is basing my policy and mileage from off what was reported on carfax the exact mileage date of service at ****** ******, which is only a 60 miles difference from what I reported back in 2021. I was told if I provided less mileage my claim would have been approved.I am currently on a fixed income and now have to pay **** to repair compressor. Please help.
Business Response
Date: 07/29/2022
After receiving this complaint, an Endurance Manager contacted the consumer and resolved the situation.
Best Regards,
Endurance Resolutions

Customer Answer
Date: 08/02/2022

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,

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

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