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

  6400 Pinecrest Drive, Suite 400 Plano, TX 75024

• 

  Endurance Automotive Services Department

  6400 Pinecrest Drive, Suite 400 Plano, TX 75024

• 

  Endurance Automotive Services Department

  15455 Dallas Pkwy STE 600 Addison, TX 75001-6760

• 

  Endurance Warranty Services, L.L.C.

  200 Galleria Pkwy SE STE 1000 Sandy Springs, GA 30339

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:07/20/2022

  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.

  I purchased a warranty, a few days later I decided to cancel I reached out to endurance spoke with an account specialist who insured me that it was canceled and Ill be fully refunded. Weeks pass I check my bank to see if I received my refund, but nothing. I called on 7/20 to find out my services were never canceled now Im being forced to spend money for a notary because of their mistakes of not doing.

  Business Response

  Date: 07/22/2022

  Thank you for bringing this to our attention. Endurance can confirm the contract's cancellation, and the refund is in processing at this time. We appreciate the opportunity to assist the consumer.
  

  Kind Regards
  

  Endurance Resolutions

  Customer Answer

  Date: 07/25/2022

   
  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:07/19/2022

  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.

  I got notification that my Jeep extended warranty policy would be expiring and that an immediate response was required or I would be responsible for paying for all repairs out of pocket. But I checked my policy and it was good until either 11/02/2023 or ******* miles (I didn't even have ******* on it yet) and I was paid in full, so I decided to call and get things straight.He told me all about rising costs and about giving me a fantastic deal for time remaining on my current policy and for my being both a senior and a veteran. I told him that I wanted to take time to check it out for myself and he said "the deal" would no longer be valid if I didn't commit that day, so I agreed to a 30 day tryout which he said was fully refundable if I no longer wanted it after the 30 days.After we got off the phone, I started checking everything out and it was very clear that he was NOT giving me a deal, but scamming me. The original policy had cost me ******** and would have ended 11/02/2023. This new policy would cost me an additional ******** and end 8/14/2027. I sent him an email stating that I wanted the original policy reinstated and the refund on the ****** and ***** that had been put on my credit card and an acknowledgement that it had been done. I never heard back from him. The charges have not been removed as of today, 7/19/2022, and I still have not heard a word from him.

• Initial Complaint

  Date:07/18/2022

  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.

  On July 11, 2022 I called Endurance Warranty and talked to spoke w/ a rep because the turbo actuator was going on out my 2014 Dodge Ram. When I spoke with the rep we went through the contract line by line and we ended the call with her stating "the part is not SPECIFICALLY" listed on the Not Covered list and this part is NECESSARY for the turbo to work and the truck to run. We hung up. Fast forward one week to when the mechanic returns from vacation and he calls in to get authorization for the repair to get denied. Called back on 7/18/22 and spoke with a very inept Efron who didn't know much about anything and just told me that there was no supervisor to talk with when I started questioning him about the denial of the repair, kept stating that it would be "excluded" because it wasn't listed as a covered part. I stated that it was not listed as a not covered part and we had discussed that very thing a week earlier. He would not explain any further. I told him that we had SPECIFIC TURBO COVERAGE that was to cover EVERY PART OF A TURBO and he still was not listening to me or my concern of feeling like we had been taken for our money for almost a year because the warranty company has not benefited us at all. This is the reason we pay good money for a warranty and this company just does not care at all that they've taken your hard-earned money. I would not refer a single person to this company, ever. Their customer ********************** is absolutely horrendous and unhelpful.

  Business Response

  Date: 07/28/2022

  ****************** contract, the Advantage Plus, is a stated-component contract. Under Advantage Plus, all eligible components are listed by name in the contract's schedule of coverages. Any component not listed is not covered. 
  

  On 7/18/22, a ************************* DJCR *** representative contacted Endurance to file a claim for repairs on the consumers 2014 Ram ****. The repair facility reported a failure to the turbo control module actuator.  As the turbo control module actuator is not listed for coverage the claim could not be authorized.. 
  

  Best Regards, 
  Endurance Resolutions
  

  
  

  Customer Answer

  Date: 07/30/2022

   
  Complaint: 17584021
  
  I am rejecting this response because: Your company is misleading consumers that purchase your warranties then when it is needed all the sudden it "doesn't cover it". When I called in the 1st time I was told "since the part is NOT specifically listed as NOT covered part" it would be considered a covered part. When a consumer purchases a warranty such as this and we are told EVERY part of the turbo is covered just to be told that indeed it is not that makes your company a FRAUD. I want every dime of my money that I have paid towards this warranty coverage refunded.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/03/2022

  As stated in Endurances previous response ****************** contract, the Advantage Plus, is a stated-component contract. Under Advantage Plus, all eligible components are listed by name in the contract's schedule of coverages. Any component not listed is not covered. 
  

  The contract has no terms for payment of repairs to a part that is not a Covered Part. Parts that are not listed as eligible are specifically excluded from coverage by the contract terms found in the section titled EXCLUSIONS WHAT IS NOT COVERED. This section begins
  

  Coverage is not provided under this Contract:
  

   A. For any part not listed in the Schedule of Coverages for the Coverage and options You selected.
  

   

  As the turbo control module actuator is not listed for coverage the claim could not be authorized.
  

  
  

• Initial Complaint

  Date:07/18/2022

  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 joined in February and waited a few months to file a claim! My mechanic tried reaching out by email and phone but no luck. I called Endurance and they stated my mechanic never called them, so I requested a refund and faxed the paperwork. Today I called Endurance and the young lady stated it will take 30 days to process my refund. I cant wait that long, I just want to get my car fixed

  Business Response

  Date: 07/26/2022

  Thank you for forwarding the consumers concern. A manager from Endurance reached out to the consumer regarding the situation. Endurance has since expedited the shipment of the consumers pro-rata refund address on file. We appreciate the opportunity to resolve this matter with the consumer.

  Regards,

  Endurance Resolutions

• Initial Complaint

  Date:07/15/2022

  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 sent a request to cancel my warranty to Endurance May 2022. I called to see whether they received it and was informed that it was processed May 23, 2022. I honestly didnt think I would receive anything in return and would ***** it as a loss because I never used and decided that I want to trade my current car for a new car with factory warranty. The person I initially spoke to told me that I would receive a prorated refund once my form was processed. Over a month passed, and I received nothing. I decided to reach out to someone via chat and she informed me that I would receive a check six weeks from the day my cancellation was processed; that she would check on the status and give me a call back. She did not call back. Its been 8 weeks and I keep getting the runaround. I simply dont get it. I made every payment on time, never missed one, but cannot get refunded within reasonable timing. Thats a bit concerning.

  Business Response

  Date: 07/19/2022

  Thank you for bringing this to our attention. On 7/14, Endurance expedited the refund check shipment to the consumers address on file. Endurance appreciates the patience of the consumer throughout the processing delay.
  

  Kind Regards,
  

  Endurance Resolutions

• Initial Complaint

  Date:07/15/2022

  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 spoke with a representative in regards to my vehicle being broke down and needed to utilize my warranty services that I paid for. As I went into explaining my situation the rep cut me off and did not let me speak. She then hung ** in my face. I live in ***** and have a 7 year old. We were stranded for a little while outside in 100 degree weather and could not get the number to my towing service because she decided to hang up without assisting me. She did ask for my phone number and the number on the policy and pulled up my policy. So I know she touched my account, which means it should be documented in the system. I then called back to get that representatives name I spoke with and they said she did not make note in the system so they could not find the rep. *** when you call the business it clearly states ALL CALLS RECORDED so no matter if she makes a note or not the call was recorded so it should be able to be found. If they are not recording the calls then the message at the beginning of the call is fraudulent and they are falsely telling people information. Now I am concerned that my information is not safe with them because they dont even record their calls.

  Business Response

  Date: 07/22/2022

  Thank you for bringing this to our attention. A manager from Endurance reached out to the consumer to address the concerns mentioned and provided their contact information to the consumer for an open line of communication going forward.Endurance aims for a world-class customer experience and does not tolerate any behavior that *** jeopardize that.
  

  Kind Regards,
  

  Endurance Resolutions

• Initial Complaint

  Date:07/15/2022

  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.

  january of this year i signed up w/Endurance. Made a claim with the company this month and it was denied because there is not catilytic converter on the car. When i signed up with them in January I let them no that there was no catiltytic converter on the car and they said it&#**;s okay and put through the policy. The car has been in the shop since the beginning of July and H333735303338383735**H sent out a tech on july 12th to look at the car and he was going to send the report to someone in the company who would decide if the claim was covered. I heard from mechanic yesterday, 7/14 that the claim was denied because i have a modified exhaust system on the car. So i called them up and they said it was denied for no catiltytic converter. I told the you guys knew i did not have a catlytic converter why did you let me sign up. He said you should not have been approved. They are cancelling the policy and giving me a refund but i want them to repair the car. i have been paying since Jan of this year on this extended warrnaty.

  Business Response

  Date: 07/21/2022

  On 1/28/22, the consumer purchased a vehicle service contract from Endurance.  The consumer was asked a series of qualifying questions including whether there were any current component failures. The consumer informed Endurance that his catalytic converter gave out.  Endurance noted the failed catalytic converter as a pre-existing condition. Pre-existing failures do not affect a vehicles eligibility for coverage and simply exclude the pre-existing failure from coverage. Please be advised, the catalytic converter is excluded from coverage regardless of when a failure occurs.
  

  On 7/6/22, a claim was filed under the contract. Endurance dispatched an independent 3rd party inspector to the repair facility to confirm the repair facilitys diagnosis. The inspector documented that the catalytic converter had been completely removed from the vehicle. The contract does not provide coverage if any alterations have been made to the vehicle, including emissions and/or exhaust system modifications. Please note, Endurance was informed by the consumer that the catalytic converter had failed. Endurance was not previously informed that it had been removed.
  

  A manager from Endurance reached out to the customer to clarify the details of the claim. The contract has been cancelled at the consumers request. In the interest of customer **********************, ********************** will expedite the consumers refund.

  Regards,

  Endurance Resolutions

• Initial Complaint

  Date:07/15/2022

  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 febuary 9th 2022 i put a down payment of ****** on a endurance warranty. I made payments of ***** for march 9th 2022, april 9th 2022, may 9th 2022, june 9th 2022, and july 9th of 2022 for a grand total of $******. I went to the ***** dealership like my warranty told me to go to for diagnostics and repair so i did. The shop lady had called my endurance warranty to start a claim the guy came back and said that my contract was voided and it would be cancelled. Not knowing this i took my vehicle in for diagnostics which the warranty people told me to do that my contract is in good standing at the time. Then they come back and tell me my car is voided for flood damage. Which on my title it doesnt say that. So how does the carfax have that. So they cancelled my plan on me without me knowing no phone call or anything so i got stuck paying the repairs to my vehicle which warranty said my contract at time was in good standing. I think they should have to still pay for repairs to my vehicle for telling me to go to this shop and telling my i was in good standing. Then i talk to ******* on july 12th 2022 at 1:38pm which i had to call there. ******* told me i would receive a full refund of my monies paid in which is ****** and i would receive it in 7 to 10 buisness days. I waited a few days. I called back on july 15th 2022 at 9:50am and talked to a ******* she told me that i would receive a refund but inhad to wait 30 days for even a check to be mailed out. This isnt right when u buy something the ace wants thier money right away so why do i have to wait 30 days for them to collect intrest on my money i know thats it. The warranty place should have checked the carfax before they sold me the warranty because there is a warrantybservice that covers flood damaged cars through protect my car. I would have went with them if i knew this place was not gonna cover me i think they should atleast have to pay something ln this repair since they said my warranty was in good standing ****

  Business Response

  Date: 07/26/2022

  On 2/8/22, the consumer contacted Endurance to inquire about a vehicle service contract.  An Endurance agent asked the consumer qualifying questions before providing a quote. These included asking about the vehicles title and whether it had ever been branded, the consumer then purchased our Select Premier contract.

  
  On 7/12/22, a repair facility started a claim under the contract. Endurance obtained a vehicle history report and found that the vehicle has been issued a flood damage title. The contract does not provide coverage for a vehicle that has ever been issued a restricted title and the claim could not be authorized.

  
  A manager from Endurance has contacted the consumer and in the interest of customer **********************, ********************** has agreed to provide a full refund to the consumer.

  
  Regards,
  Endurance Resolutions

  Customer Answer

  Date: 07/29/2022

   
  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:07/15/2022

  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.

  Transaction date 11/15/2020 Endurance Car Warranty We thought we had bought a policy that was 'Exclusionary Coverage'; The contract we received is not what we thought we bought, and is actually restrictive. The came to light when a claim was denied on 5/6/2022. I have been back and forth with Endurance, with no resolution.

  Business Response

  Date: 07/25/2022

  On 11/15/20, the consumer contacted Endurance and purchased the Secure Plus vehicle service contract. The Secure Plus is a stated component contract.  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.

  
  To ensure that the consumer has ample opportunity to review the contract terms and conditions, a copy of the consumers contract was fulfilled electronically on 11/17/20 and a physical copy was sent on 11/20/20. The consumer was provided a 30-day period to review the terms, during which he can receive a full refund if the terms are not acceptable.

  
  A manager from Endurance has reached out to the consumer and explained the contract terms in detail. The consumer has opted to keep the contract active at this time.

  
  Regards,
  Endurance Resolutions

  Customer Answer

  Date: 07/30/2022

   
  Complaint: 17566394
  
  I am rejecting this response because:  The issue has not been resolved.  It appeared to me the only resolution the manager at endurance was concerned with was getting me to cancel the contract.  In addition, he was very knowledgeable in all the ways endurance could deny a claim, but had little tolerance for finding a solution.  To compound this situation, Endurance has not reached out to the dealer where the car is since another claim was filed on 7/15/2022, claim number CL10724088.  After many promises to call back, the only time endurance has reached out is when a complaint was filed.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/08/2022

  On 7/15/22, a claim was filed under the consumers contract.The repair facility reported that the vehicle arrived on 6/15 with a knocking noise coming from the bottom end of the engine. The repair facility stated that the manufacturer has agreed to replace the engine. The repair is excluded by the terms of the contract which state
  

  Exclusions What is Not Covered

  
                                  When the responsibility for the repair is covered by an insurance policy,manufacturer and/or dealer customer assistance program, or any ********************** from the manufacturer.

  
  A manager from Endurance contacted the consumer upon receipt of the complaint. The Endurance manager offered his contact information to the consumer to address any questions or concerns.

  
  Regards,
  Endurance Resolutions

  Customer Answer

  Date: 08/17/2022

   
  Complaint: 17566394
  
  I am rejecting this response because:In early May of the this year, at approximately ****** miles and five years & six months of ownership, our Jaguar ****** began running very rough. At that time,we already had a service appointment (oil and filter change, tire rotation,general maintenance as they deemed necessary) at ****************, an Authorized ****** Service Center in ********, *******. When the ****** began running rough, we called Encore to alert them that theyd also need to diagnose and remedy this issue.
  
  We took the car to Encore as scheduled on May 10. They did the maintenance requested, no problem. A few days later, they phoned, telling us it needed a new fuel injector on one of the cylinders. We asked they call Endurance before doing anything. Having done this, we were told Endurance denied the claim as we only had their basic Secure policy, not the Supreme Exclusionary policy.
  
  We immediately contacted Endurance as we had specifically requested the policy that parallels the manufacturers warranty as close as possible, a product Endurance sells as their Exclusionary Policy. This is what we purchased. At that time, Endurance insisted wed purchased their basic policy, known as Secure. We pushed back. They agreed to listen to the recorded conversation between **** and the selling agent, and theyd get back to us within seven days. After several weeks, theyd yet to return our call. 
  
  (By the way, Endurance never called. We finally called them several weeks later. They informed us theyd listened to the original sales call, and told us wed purchased the Secure Basicpolicy.We asked to listen to the recording ourselves. They refused.)
  
  Meanwhile, Encore, with our approval (the car had to be repaired and we needed it back), moved forward with the replacement of the fuel injector. It was several days later that Encore told us that they unfortunately could not get the vehicle to run correctly, even with the new fuel injector. They, of course, charged us for nothing beyond the requested and needed maintenance wed requested, and suggested we take the vehicle to ************************. 
  
  ********, we were told theyd need a few days to get to it, but theyd keep us updated. Like Encore, their diagnosis efforts were to no avail. By now, it was well into June, and wed yet to get our promised call from Endurance about which policy we had. With all of this going on, we were, of course, frustrated. Finally, though, on June 16, via phone message, we were told by Wilde that the engine needed replacement. We expressed our deep disappointment in an engine failing so soon, and stressed we felt that although the car was just beyond the original manufacturers warranty, that Jaguar Land Rover should do the honorable thing and pay for this expensive fix. 
  
  We knew that our policy, whether Secure or Supreme, from Endurance covered engine replacement, but felt strongly that JLR should first step up and pay for all or part of the engine, leaving Endurance with a smaller ****. 
  
  *************************, our Service Consultant at Wilde, gave us contact information for Jaguar Land Rover and urged us to call them and explain the situation. JLR refused to do anything. I reported this back to ****** He promised to speak with the General Manager of Wilde, *******************. ***** and Zac pushed JLR to step up to the plate, agreeing with us that the situation merited some assistance on JLRs part.
  
  After about two weeks, we received word that JLR would pay 90% of the engine replacement. Wonderful! The engine replacement itself would cost  $20,000, meaning Endurance would need to pay only $2,000, saving them $18,000 solely because we insisted that JLR be pushed to pay for the repairs.
  
  During the same phone call, ***** informed us that JLR, however, would not pay for any of the four fuel injectors, which,we were told, are prone to breaking when removed from the old engine. This could cost us up to $4,000 out of pocket. Again, this cost would be covered under the Supreme policy, but Endurance had still insisted we only had the Secure policy. 
  
  ***** had during this time made a claim for the balance of the engine replacement. Its been weeks and hes yet to hear back.
  
  Endurance has never sent any of their representatives to look at the vehicle, meaning they have now missed their long, long window of opportunities to personally assess the situation. That is their own doing. 
  
  At this point, we expect Enduring to honor either the Secure or Supreme policy (we still have no proof we dont have the Supreme policy) and pay the estimated $2,000 replacement cost of the engine.Without voice recorded proof that we did not purchase the Supreme plan, we also want them to pay any fuel injector costs. Additionally, having been without the vehicle for months, we expect compensation for this as well, if for no other reason to make up for this time consuming, frustrating debacle. 
  
  Endurance did call us in July and offer us a $1,200 refund if we canceled the policy. We refused. The policy is still in effect as we felt they would try to finagle out of any payment whatsoever if we canceled. 
  
  Endurance has throughout this ordeal been uncommunicative,disrespectful, and dishonorable. We regret ever doing business with this company. Were grateful that Wilde and JLR have been honorable companies,showing themselves to be businesses with whom the customer relationship equation is valued and respected. 
  
  We await a resolution as outlined above.
  
  
  Sincerely,
  
  *********************