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

3,465 total complaints in the last 3 years.
1,181 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:06/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Endurance warranty service has denied a claim because they are saying that my pickup with the warranty was registered as a commercial vehicle. They are telling me the warranty is void because of the way it's registered with the state of ********. I use this pickup for personal use only. There are only two ways to register a pickup in ********, Commercial or farm, and I'm not a farmer. I see that there are several other people in ******** that have ran into this problem. Endurance is telling me this warranty is voided and to get coverage from them, i have to buy another warranty and pay for that for 3 more years. They've already taken ******* from me and will not help. The lady at endurance yelled at me and told me it was my fault for giving them the wrong information, which i had no idea i was doing. Can you please help me? I have over 5000 dollars of work that needs done to my pickup and they won't help at all. Thanks
Business Response
Date: 06/13/2025
Thank you for bringing this matter to our attention. A Senior Resolutions Specialist has contacted the consumer and addressed their concerns. We appreciate the opportunity to assist with this matter.
Initial Complaint
Date:06/05/2025
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.
ENGINE ISSUES. Needs to be repaired. Endurance is denying claim stated tires are too large for vehicle. I purchased tire modification in contract.
Business Response
Date: 06/10/2025
Thank you for bringing this concern to our attention. At the time of purchase, the consumer had purchased the tire and lift kit surcharge that would allow the vehicle to have larger tires of up to 4 inches in overall diameter greater than shown on the vehicle placard. The tires mounted to the vehicle are 5.07 inches larger, exceeding the terms of the contract. A manager from Endurance has reached out to the consumer and a mutual resolution has been reached. We appreciate the opportunity to address the consumer's concerns.
Regards,
Endurance

Customer Answer
Date: 06/10/2025

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:06/04/2025
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 are the biggest scammed on the earth. I bought there "warrenty" and they want me to pay all the tear down for a transmission so they can Weasle out of it by saying it was "wear and tear". They are rude, aggressive and nasty to customers when they call. I have been treated like trash by them because they want to take my money and then not up hold there end.
Business Response
Date: 06/12/2025
After receiving this complaint, a manager from Endurance contacted the consumer. Endurance and the consumer are currently working towards a mutually beneficial resolution.
Best Regards,
Endurance
Initial Complaint
Date:06/04/2025
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.
On may 7, 2025 I filed a claim with endurance for repairs to my vehicle ********** of Salem submitted the request the request was denied the part that needs to be fixed is an intake manifold it needs to be replaced they denied it stating that one part that is part of the manifold is what made the manifold needing to be changed however my contract specifically states that the manifold is part of the contract I have contacted endurance on many many occasions during the month of May and have received denials I've requested a review be done the review stated the same the same as the initial decision denying this this is costing me out of pocket approximately $2,000 the manifold is clearly stated in the contract and avoid ********** touaregs the intake runner and manifold are the same piece they are stating that it is not and that it can be replaced by itself without having to replace the manifold which is completely false I requested the record of the report en car *** **** is the person that stated to me that I was able to get a copy of the report but to contact claims about that I contacted claims claims stated that they don't provide any kind of reports or any kind of information about their decision and that is policy but we all know what policy is anybody can write policy notwithstanding this I am extremely disappointed in the type of customer ********************** I received from this company but moreover I want to be reimbursed what I am owed I will be paying $2,000 to get intake manifold replaced. and I will have to spend that money and I cannot wait for them or for a a decision to be made by ******************* otherwise I will be without a car. please feel free to contact me at any time ************ my name is ********* thank you, please note I was not able to upload the contract. I can provide all documents upon your review of this claim.
Business Response
Date: 06/12/2025
Upon receiving this complaint, an Endurance resolution specialist contacted the consumer to discuss the claim in detail. Endurance is actively working with the consumer toward a mutual resolution.
Customer Answer
Date: 06/15/2025

Complaint: 23420566

I am rejecting this response because it has not been settled yet. They were supposed to provide a response Friday and did not call me. I did contact them and left a message. :

Sincerely,

********* *****
Business Response
Date: 06/20/2025
Endurance is actively working with the consumer toward a mutual resolution.
Customer Answer
Date: 06/21/2025

Complaint: 23420566

I am rejecting this response because:

Sincerely,

********* *****
Initial Complaint
Date:06/04/2025
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.
Date of issue: May 12, 2025 Contract Number: EVSU430052 Company: Endurance Warranty Services, LLC Product/Service: Vehicle Service Contract Vehicle: 2022 **** Edge VIN: ***************** Amount disputed: $13,000 (estimated transmission repair cost)?On May 12, 2025, my 2022 **** Edge was diagnosed by *** ***** ****, a certified **** dealership. The official report identified internal transmission damage: torque converter shudder, delayed shifting between 2nd and 3rd gears, burnt fluid, and metal debris. The dealership confirmed no signs of prior damage or tampering.Despite this, Endurance denied my claim without conducting any inspection of the vehicle. Instead, their adjuster based the denial entirely on a phone conversation with a third-party shop (AAMCO), which did not perform a full diagnostic. In a recorded phone call, the Endurance representative admitted:Yes, we can make a determination based on the information we received over the phone with the shop.This is a clear violation of the contract, which requires a good faith review and proper inspection. I submitted to Endurance:A formal reconsideration letter (bilingual),The translated diagnostic report from *** ***** ****,And a transcript of the recorded call.I also contacted their helpdesk and phone support. So far, I have received no written explanation or proper resolution.Due to this denial, my vehicle has remained unrepaired at the dealership, and I have not been able to work, as the car is essential for my job. This has caused me financial hardship and emotional stress.?? Resolution Requested:I request that Endurance reverse the claim denial and authorize the full transmission repair as diagnosed by the certified dealership.I also request reasonable compensation for lost work and time caused by their delay and failure to inspect the vehicle.
Business Response
Date: 06/05/2025
After careful review of the documentation obtained during the administration of the consumers claim, the repairs were denied in accordance with the terms and conditions of the service contract. Records indicate that a transmission replacement was recommended prior to the purchase of the contract, which classifies the failure as a pre-existing condition and disqualifies it from coverage. Additionally, damage to the axles and differential was excluded from coverage due to the continued operation of the all-wheel drive vehicle while the transmission issue was known. The resulting stress on connected drivetrain components is considered consequential damage, which is also not eligible for coverage under the contract.
We appreciate the opportunity to clarify the details of the consumer's claim.
Regards,
Endurance Resolutions

Customer Answer
Date: 06/06/2025
I respectfully reject Endurances response. Their justification is based on false assumptions and lacks any credible documentation.

I am now submitting additional evidence from *** ***** ***** the official **** dealership that performed the diagnostics. The full report, dated June 6, 2025, confirms the transmission has a TCC shudder, delays on 23 shift, and burnt fluid with metal debrisclear signs of a current mechanical failure, not a pre-existing one.

Additionally, I have just received a written communication from *** ***** **** confirming that there was *never* any prior transmission concern, diagnosis, or recommendation in any of my previous visits. This proves beyond doubt that the issue is recent and developed after I purchased the extended warranty.

Endurance has provided no signed document, no prior invoice, and no verifiable evidence of their claim. Their denial of coverage lacks good faith and violates the principle of fair dealing.

I request that BBB keep this case open and consider their refusal as unsupported and unfair. I reserve the right to pursue this matter further with the Georgia Department of Insurance and other consumer protection authorities if a proper resolution is not reached.

Sincerely,
Yolter ****
Business Response
Date: 06/12/2025
As previously stated, the consumers claim decision was based on verifiable information indicating that symptoms consistent with transmission failure were present prior to the purchase of the contract. Specifically, a transmission replacement was recommended due to the presence of clutch material in the fluid and shuddering.
We remain confident that the claim was adjudicated properly and in accordance with the terms and conditions of the contract.
Regards,
Endurance Resolutions
Customer Answer
Date: 06/12/2025
I respectfully reject the business response.

Endurance Warranty Services continues to deny my valid claim without providing any written technical documentation to support their decision. They allege that the transmission issue was pre-existing, yet no diagnosis, invoice, or inspection report has been submitted to confirm that claim.

In contrast, I have submitted multiple maintenance records from certified service providers (***************** **** and *********** Change) showing that my vehicle was in good working condition after the date they are referencing. These include full inspections and oil changes that found no transmission damage, contamination, or symptoms.

Endurance relies solely on an undocumented phone call to AAMCO, where no official diagnosis or written report was ever issued. In fact, ***** confirmed that no invoice exists, and the only document I shared was a brake inspection, not a transmission diagnosis.

Additionally, Endurance never issued a formal written denial of my claimI was only informed by phone after I contacted them myself. This behavior violates basic consumer rights and transparency.

Endurance continues to charge me monthly for a protection plan they refuse to honor. This situation remains unresolved, and I strongly reject their response.

I will be pursuing this matter with state regulators and other legal channels, as Endurance refuses to resolve the issue or provide valid documentation.
Initial Complaint
Date:06/04/2025
Type:Delivery 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.
Upon purchases this policy I was told everything would be covered except for brake pads and brake shoes the salesman's number and name are as follows ***** don't know the last name sorry ************. Furthermore, I never received through email or postal service a copy of my contract.
Business Response
Date: 06/10/2025
Thank you for bringing this concern to our attention. A manager from Endurance has reached out to the consumer and a mutual resolution has been reached. We appreciate the consumer for the opportunity to resolve this concern.
Regards,
Endurance
Initial Complaint
Date:06/04/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an extended warranty vehicle warranty in 07/2024 for my 2012 Mini ******, with Endurance Auto Warranty. Agent ********** ******** assisted with contract, gave me the process of 30 day waiting period and driving car 1000 miles to start the coverage. We discussed process of receiving any refund if no claim is made, he stated a claim will go against any refund but with not refund a refund could be 80 percent of all payments made. He stated seeing the company charging 20 percent for administration fees for the process of having the contract created. I sold the car 3/8/25-called the phone number and representative (3rd party-non Endurance ***** stated he will have an representative contact me to cancel auto-pay and process the cancellation. 3/13/25 Sheymar ****** assisted with the cancellation and stated I needed to complete Cancellation Form to obtain a refund, I asked about 80 percent refund, and she said should be if no claims, she told me process of refund should be 4 weeks. I emailed/ mailed ****** cancellation form to the address/email provided. 4/24/25 ****** (No last given) stated process is 6 weeks, not 4 weeks. 5/12/25 ***** (will not give identifiers/last name), gave refund amount ****** and check should be enroute. I questioned why far less than 80 percent, stated he did not know and would have to check. ***** stated factors are Coverage Length, Mileage driven and claims. I asked to speak with someone to appeal, he stated no one is in appeals, then they did not want to talk with me, ***** stated info on appeal is in with check. 06/2/25 **** **** said email was sent, no emails just mailers (mass) about lapse in coverage. She they use software to come up with percentage of refund, did not know how works. Coverage started at ***** miles and end mileage ****** (driven 3126 miles of total *****) 5.91 percent Length paid July- March (I made payments of ******* plus ***** service fee).no claims would like remaining refund (80%)
Business Response
Date: 06/12/2025
Thank you for bringing this concern to our attention. A manager from Endurance has reached out to the consumer to explain the pro-rated refund calculation. The consumer was informed that it is a prorated amount of the Service Contract Purchase Price, based on the lesser of the months or miles remaining. If the consumer had paid for the entire contract at one time,83.85% of the contract purchase price would have been refunded. The consumer elected to pay in monthly installments and has paid a total of 25.8% of the purchase price. Based on the months since purchase, *****% of the contract has been used, resulting in a refund of 9.65% of the overall purchase price.

Regards,
Endurance
Initial Complaint
Date:06/03/2025
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 am writing to file a formal complaint against Endurance Warranty Services regarding what I believe to be unfair and inconsistent denial of repair claims under my vehicle service **************, June 3rd, 2025, Endurance denied my claim for the replacement of the drivers side axle shaft, citing a torn CV boot as the reason. However, this is the exact same issue for which they approved and replaced the passenger side axle shaft less than two years ago. The inconsistency in how these nearly identical claims were handled is troubling.Additionally, they refused to cover the replacement of outer tie rods, again citing torn boots. These components are essential for safe vehicle operation, and their denial raises serious concerns about the company's commitment to honoring its contractual obligations.What is especially concerning is that these denials occurred just as my contract is nearing its expiration. This timing suggests that Endurance may be attempting to avoid fulfilling valid claims based on the contracts end date rather than the actual condition of the vehicle.I am requesting that the BBB investigate this matter and assist in holding Endurance Warranty accountable for what appears to be a pattern of denying legitimate claims. I am also seeking a full review and reconsideration of my denied repairs.Please let me know if you require any additional documentation or information to proceed with this complaint.
Business Response
Date: 06/11/2025
Upon receipt of this complaint, an Endurance manager attempted to reach the consumer but was unsuccessful. The manager has since provided his contact information via email. We are requesting that the consumer contact the manager to address his concern.
Regards,
Endurance Resolutions
Initial Complaint
Date:06/03/2025
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.
Company was called to utilize road side assistance to tow my vehicle to a shop. The shop refused to take the vehicle. Endurance was notified but did not notify me and my vehicle was towed to the tow yard whom also didnt contact me still have it and are charging me 50/day in storage. I can not afford to retrieve my car from a yard it want ever supposed to go to.
Business Response
Date: 06/10/2025
Upon
receiving this complaint, an Endurance Resolutions Specialist contacted the
consumer to address their concerns. Endurance and the consumer are actively
working toward a mutually beneficial resolution.
Customer Answer
Date: 06/10/2025

Complaint: 23405273

I am rejecting this response because:
During the discussion no resolution was reached. I was told that i would receive a return call but have yet to receive one. Upon having the lein holder contact endurance i received a call from my loan officer stating that endurance was not willing to do anything on their end. They hired the company and werenwho i trusted my vehicle to.

Sincerely,

Susie Mayo
Business Response
Date: 06/17/2025
As
the administrator, Endurance is responsible solely for the approval and denial
of claims. We utilize a nationwide dispatch network to coordinate towing
services, and individual towing companies such as Phenomenal Towing are
assigned through that network. Endurance is not involved in the communication
between the towing provider and the customer. In this case, it appears there
may have been some miscommunication after the repair facility was unable to
accept the vehicle. To clarify what occurred during the towing process, we
encourage the consumer to reach out to Phenomenal Towing directly.
Initial Complaint
Date:06/03/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted Endurance to receive a quote for the warranty service on 05/13/2025. The *** quoted me $145.19 a month for 30 months with a $29 activation fee. He informed me that the warranty would be good for 48 months or ****** miles, whichever come first and that I could not file a claim for one month AND had put an additional 1000 miles on the car. When I explained to him that I needed to discuss this with my husband, he informed me that this "specific" price was based on a first time caller and if I did not do it right then, I would lose the "discounted" price. He assured me that we had 30 days to cancel and receive a complete refund if we decided we did not want it. I agreed to move forward since I could cancel and get my money back. In collecting my information, he told me that they process their payments on a credit/debit card. I informed him that I had just changed banks and did not yet have my debit card in and I don't use credit cards. He said they could use my banking info and do an EFT for my payment. Once again, I agreed with the assurity that I could get a full refund upon cancellation. We finished the process and ended the call. I contacted my husband and gave him all the details and he did not agree with the terms so he wanted me to cancel it. I immediately called back to cancel only to be told that the $29 activation fee is non refundable and since it was done by ***, it would take 7-10 business days to process the refund and put the $145.19 back into my account. A week goes by and I call in again to see if/when the process would be complete only to be told by a third *** that it will not be deposited into my account, it will come in the mail as a paper check and the processing could take up to 30 days. I call back in today, 06/03/2025 to see if the "check" had been sent out yet and was told by the 4th *** that is requires the WHOLE 30 days to process and mail the check!!! This is just total nonsense! It should not take this long for a refund!!!!!!!!
Business Response
Date: 06/09/2025
After receiving this complaint, an Endurance Specialist contacted the consumer and resolved the situation. We appreciate you bringing this matter to our attention.

Best regards,
Endurance

Customer Answer
Date: 06/11/2025

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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