Complaints

This profile includes complaints for AutoAssure LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AutoAssure LLC

  Cottleville, MO 63376-1666

• 

  AutoAssure LLC

  Plano, TX 75024-6099

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:06/02/2025

  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.

  ************* parts and repair was performed on May *******. I contacted the Auto Assure ********** Office on Thursday, May 15th asking for any financial consideration for the repair of $2,338.43 to my auto. I was was "told no because prior authorization was not obtained". A registered letter was mailed to them on May 21st and received on May 23rd. Today is June 2nd and no telephone or written response from Auto Assure. I have had the contract since August ******* and have never requested reimbursement for repairs until now. The contract number is: AEVU5000049. I believe that I am entitled to compensation for replacing driver and passenger front lower control arm assemblies.

  Business Response

  Date: 06/05/2025

  Thank you for bringing this concern to our attention. An Endurance manager has reached out to the consumer and we are working towards a mutual resolution.
  
  Regards,
  Endurance Resolutions

• Initial Complaint

  Date:03/21/2025

  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 started march 15th 2022 in theyre program. I paid them ****** a month to replace any major problems with my car they did not hold up to their agreement and also did not originally state many things when I joined that program and now there running me in loops to get my car fixed asking for unnecessary documents about my cars upkeep.

  Business Response

  Date: 04/01/2025

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

• Initial Complaint

  Date:03/12/2025

  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.

  I purchased a 5 years, 100k mile extended warranty for my 2011 *** 740Li from Auto Assure in march of 2022. I took my car to the shop for repair more than a few times in the last year and every time, the cover is declined by Auto Assure. The warranty I purchased is supposed to cover more than 90% of everything. but yet every time the coverage is declined.This week I took the car to the shop for transmission repair. Again it was declined. I called them and spoke with an account manager named ******. He informed me that the part that is not functioning is covered under warranty, but it normally goes bad because of a part that is not covered under warranty. For that reason they declined the repair. He failed to show that in the contract. and he does not know that the broken part is broken because of another broken part. because the mechanic only lists the part he admits that is covered. After the call with Patric, it became clear to me that this company is owned by ********. They need to repair my car or refund the $5000 I paid them.

  Business Response

  Date: 03/19/2025

  After receiving this complaint, an Endurance Specialist contacted the consumer. Endurance and the consumer are currently working towards a resolution.
  
  Best Regards, 
  Endurance

  Customer Answer

  Date: 03/19/2025

  Complaint: 23059177
  
  I have reviewed the business' response and am rejecting it because:
  The business is still refusing to pay the repair. My car is broken, and I cannot fix although I have warranty from this business. This business has paid nothing so far. They have rejected every claim I have submitted so far. 

  I do not trust this business at this time. 
  
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 03/21/2025

  On 3/18/22, the consumer purchased an Endurance Select Premier vehicle service contract. Select Premier coverage is a stated-component coverage, meaning all eligible components are listed by name in the contract. Any part not listed is not eligible.
  

  On 3/10/24, ************* Midtown contacted Endurance to file a claim for repairs. The repair shop reported a failure of the transmission speed sensor and requested the replacement of the valve body to address the issue. However, the transmission speed sensor is not listed as a covered component and, therefore, was excluded in accordance with the terms of the contract. According to the section "EXCLUSIONS WHAT IS NOT COVERED," coverage is not provided under this contract for:
  
   ...For any part not specifically listed in the Schedule of Coverages.
  
  Upon receiving the complaint, an Endurance Senior Resolution Specialist contacted the consumer to discuss the claim and contract in detail. In the interest of customer service, the consumer was offered a full refund, and we are currently awaiting their decision.
  
  
  Kind Regards,
  Endurance

  Customer Answer

  Date: 03/24/2025

  Complaint: 23059177
  
  I have reviewed the business' response and am rejecting it because:
  

  BMW service provided diagnostic (attached). Please review the file and you will see that the transmission speed sensor is not listed as a part that needs repair or replacement. 

  The items that are broken are transmission control Module and the Turbochargers leaking oil into the transmission. Both of those items are covered by the warranty.

  I spoke with Mr. ******* ******* with *** dealer service department, and she assured me that only the items listed on the estimate are the items that needs repair. 

  She assured me that the transmission speed sensor mentioned by Endurance is Not broken. if it was broken, then it would be listed in the list of items that requires repair.

  BMW service has no reason not to list that sensor if it was broken and they are the most trusted repair shop in *******. We are not sure what Endurance is referencing. 

  Endurance has not paid anything toward any claim so far. Dealing with them is exhausting. 

  In order for me to avoid dealing with them farther, I offered that they pay for this repair and then I will terminate my policy, and they do not need to repair anything else. 

  There is no way, I am going to accept anything less than that. and for me to accept, they have to start paying for my car rental $$59.67/day until this is settled. 

  
  Sincerely,
  
  ******** ******

  Customer Answer

  Date: 03/26/2025

  This decision is not fair.

  so, its ok that the business refuse to fix my car for items under warranty with them. how is this good faith in your opinion? 

  I have a contract with this company, and they are walking away from the contract. they offer to refund me fraction of what they are obligated to pay by contract. 

  Good faith would if they paid for the repair. 

  I am very confused and very disappointed.

  Please keep this on their record so that other consumers are protected from this getting cheated like me.

  Thanks

  Customer Answer

  Date: 03/28/2025

  Hello,

  I need to speak with someone in management. Decision made in this case is not possible. I do not believe it was reviewed thoroughly.

  I have warranty and my car broke with parts that are covered under warranty. Endurance refuses to pay for the repair. instead, they offer to cancel my policy and pay me partial money. how is this far? please tell me how is this fair?

  BBB is here to help consumer from getting cheated by business. This decision here is helping Endurance to continue to cheat people of the ************* 

  My name is ********, but I am an American and I am not religious at all. I do not practice any religion. Please treat me as if you would treat anyone else with different name. when you help me by closing this case such that Endurance is punished, then you are helping the entire US population.

  please call me ************

  Thanks,

  Mo

   

  Customer Answer

  Date: 04/01/2025

  Hello ******, the warranty with Endurance if attached as requested. please let me know if you have any questions. 

  Customer Answer

  Date: 04/15/2025

  The contract specifically list the transmission is under warranty and the company is refusing to fix it when the transmission is under warranty. 

• Initial Complaint

  Date:01/24/2025

  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.

  In 2021 I bought a Supreme coverage level extended warranty from Auto Assure, LLC with a $100 deductible. In early January 2025 my car displayed the check engine light. When I took it to the dealership, the problem was determined to be a broken air intake. They were having trouble finding the part, so it took several days to locate a ***lacement. I left my warranty book and info with the dealership service ***** and they called Auto Assure, who told them this ***air wasn't covered. When I was notified, I picked up my warranty book, called AA, and asked them to show me in the book where this ***air wasn't covered. The customer service *** reviewed it, then had his supervisor review it, and said the initial refusal was a mistake and that it was indeed covered. THEY TOLD ME ON THE PHONE CALL TO TELL THE DEALERSHIP TO DO THE REPAIR AND CALL THEM FOR AN AUTHORIZATION NUMBER. (said to me IN THAT ORDER). The ***air is a simple take part off, pop on new part ***air taking the minimum labor charge of 15 minutes. When the service **** called AA back after the ***air was finished, they were told "You did the work without an authorization number, we're not covering it." Service *****: "you told us to go ahead and do the work, it only takes minutes!" "Sorry, you didn't get a number; it's not covered". When I went to pick up my car and was told about the refusal to cover, I called AA and they ***eated what they'd told the dealership. When I asked to speak to a supervisor I was told "it won't do you any good; we're not reversing the decision".

  Business Response

  Date: 01/31/2025

  Thank you for bringing this to our attention. The consumers claim is currently under review by management. Endurance appreciates the consumers patience as we complete this process.
  

  Customer Answer

  Date: 01/31/2025

  I have emailed photos of my actual repair invoice from the dealership and for my receipt showing amount paid and payment method.  If the warranty company successfully received these photos (waiting on confirmation from the agent handling this matter) the matter will be "reviewed" and I will be notified then of the warranty company's plan to resolve (or not).  So right now, it's basically I'm waiting for the wheels to turn on the warranty company's end.  

  Customer Answer

  Date: 02/11/2025

  I most certainly DID respond to your inquiry!  I told you the company had been in contact with me, they were reviewing the matter, and would let me know their decision soon.  Update as of today (Feb. 11, 2025)  I received a phone call today stating I would get a partial refund of $307.92.

• Initial Complaint

  Date:10/13/2024

  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 cancelled an extended warranty that my father had bought for his car. He has been diagnosed with dementia and I am his ***. I sent the *** paperwork, signed with a notary. I had been told a check was mailed to my father's address so I waited 30 days. No check showed up. I called and asked for a reissue of the check and changed the to address to mine to be sent to. After 30 days no refund check showed up. I called to let them know. They couldn't "find" any details about the *** paperwork I had sent or any information on the reissue of the refund check. I began this process on July 26th. It is now October 12th. No check and no call back on information about it. The warranty contract is in my father's name, ****** L. *****, Contract Number CDZ1001431

  Business Response

  Date: 10/21/2024

  Thank you for bringing this matter to our attention. Upon receiving this complaint, an Endurance Senior Resolution Specialist made an attempt to contact the consumer but was unsuccessful. Per the consumer's request, the contract was cancelled. Endurance issued a refund, and the check was mailed on 10/10/24 to the address on file.
  
  If the consumer has further concerns we kindly request the consumer to contact ****** at ************** for further discussion about the account.
  
  Best Regards,
  Endurance

• Initial Complaint

  Date:09/16/2024

  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 or about August 2024 I made a claim for repair to my diesel truck After a month of inspection my claim was approved The repair only paid for my internal fuel pump However this pump if failure occurs releases particles of metal into the closed fuel system No licensed repair facility would ever replace the pump only The whole fuel system beyond this internal pump is and has been compromised and will either not operate after fuel pump replacement or contaminate system and cause catastrophic failure to the engine itself The licensed facility that was approved to do the repairs will not repair my vehicle unless these other components that make up this fuel system are included in the repair. This eliminates their liabilities and allows them to continue and warrant their work and insures no further damage On page 9 of my policy under What Is Covered it states that if you have a diesel vehicle The following parts/components are covered: By-mechanical-failure-only fuel pump (electrical or mechanical) ,pressure regulator,metering valve and fuel injectors. This fuel pump did have a mechanical failure. The inspection by both the main adjuster and independent inspector provided by warranty company required proof of this failure by observing the metal debris in the system at the pump o****** that was removed. The components are grouped together under diesel vehicle this way because it is a known requirement to make such a repair. There are other components that I will still have to replace that are not under this grouping such as return fuel line and the fuel rails that I will still be responsible for per the licensed facility to continue and be able to warrant this system that have also been compromised with metal debris. I will pay what I need for those components. However this warranty company needs to fulfill their obligation to this matter in which per their written policy and agreement are bound to. Ive reached out to other facilities with same result

  Business Response

  Date: 09/23/2024

  We have received the complaint and are in the process of reviewing the claim details. Once the review is complete, we will reach out to assist the customer promptly. Best regards, ********************.

• Initial Complaint

  Date:04/11/2024

  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.

  The salesperson told me that I have a Select Premier policy and it would take care of all types of different things and I have so many days to cancel. I looked at the book and in fine print it stated basically that if they find that wear and tear ("gradual reduction of wear operating performance due to wear or tear or damage resulting from a breakdown of non covered parts") is not covered. They don&#**;t tell the consumer this. They denied my coverage because of wear and tear and I didn&#**;t know anything about this. I want them to fix my car and for me to pay my deductible. I&#**;m not trying to get it for free.

  Business Response

  Date: 04/16/2024

  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:02/06/2024

  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.

  Policy# AEVU5040115 2010 ****** Murano as of 4/25/22 the limit of liability was reached on the policy. We were not made aware of this and have continued to pay the premium for the last 22 months. We tried to file a claim 02/05/24 and were told that the policy had no further coverage at this point due to the current value of the vehicle.$2200 refund requested.We are requesting a return of premium for the previous 22months that were paid to Endurance due to the fact that there was no monetary benefit to the policy.

  Business Response

  Date: 02/12/2024

  Thank you for bringing this to our attention. A manager from Endurance has reached out to the consumer to explain the limit of liability of the contract and the claim. The manager and the consumer have reached a mutually beneficial agreement. We appreciate the opportunity to address the consumer's concerns.

  Warm regards,

  Endurance 

  Customer Answer

  Date: 02/13/2024

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

• Initial Complaint

  Date:08/10/2023

  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 August 7, 2023 I had my car serviced at ***** **** in Baltimore. When I filed a claim with Auto Assure they refused to pay it because they said there was a discrepancy in the mileage. Prior to this I had never filed a claim with them. I have had this policy since January 13, 2022. Assure went back to a dealership *** ***** that has since gone out of business and said I had my car repaired by them and that the mileage at that time is different than the mileage I have now. They are saying there is a discrepancy of 381 miles. The requirement to file a claim is to have 1000 miles over the initial contract. I have met that and it still is some discrepancy. It is benefiting Assure to show that I had less than the required 1000 miles by going back to a previous repair that they were not even involved in.

  Business Response

  Date: 08/15/2023

  Thank
  you for bringing this to our attention. A manager from AutoAssure has since
  reached out to the consumer and is working towards a mutually beneficial
  resolution. We appreciate the opportunity to address this concern.
  

  Kind
  Regards,

• Initial Complaint

  Date:07/12/2023

  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 had my car serviced at Bommarito Chevy service department on 6/21/2023 because I was hearing a knocking noise and the check engine light had came on. Before I was able to get it to the shop the check engine light went off, but they was able to still determine what was going on with my car. The service advisor contacted the warranty department to see if the timing chain was covered. They verified that it was covered but the car had to be brought in and broken down so someone can come out to look at the part. I had my car towed in on 7/6/2023 and they went to work getting information they would need for the warranty company (**********/ Enduance/Omega). The service advisor called to do the claim and my claim for forwarded to JD the powertrain adjuster. On Monday 7/10/2023 afternoon I called my service advisor to get an update and he said he JD that morning and no response. I then contacted JD and spoke with him about my car getting approved for repairs. He stated that he needed to get some service records on my vehicle and an estimate and that he will call the service advisor which he did and left a message, but did not tell him what he needed and where to send it to. My service advisor then tried calling JD the next day 7/11/2023, but got no response. My service advisor then tried calling him again on the following day 7/12/2023 with no response so he tried calling the main number and was on hold for over 20 minutes again. He then called me and said to informed me that he wasted a lot of time trying to get someone so he can get moving with my car. I told him that I would try calling with I did 5 times today to speak to a supervisor. One of the representative gave me his supervisor name (******) and said he was going to transfer me to his voicemail because he was on lunch, but instead he put me back in the queue with 10 callers ahead of me. Out of my 8 hours of work, I sent half a day trying to speak to someone about my car. I don't have no other means of transport

  Business Response

  Date: 07/14/2023

  Endurance is the selling agent for this contract. The administrator is?EGV Companies, Inc ?is responsible for the approval or denial of claims. Endurance plays no role in the administration of claims and is not authorized to respond on behalf of the administrator.