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:07/03/2023

  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.

  On 10/15/2020 we purchased an extended warranty on our 2014 Kia. It was a 6 year plan to be paid in 3 yrs, paying $78 per month by Visa, with ability to cancel at any time. On 3/8/2023 we sold the Kia and I called to cancel the plan, having paid on it for 29 months. I was told it would take 6-8 weeks to get our refund, but 3 months later have still not received a refund. I was told the check in the amount of $962.11 was mailed on 6/15/2023 but as of this date, 7/3/2023, I still have not received it. I am receiving alll of my other mail, so don't believe that they have indeed mailed the refund check. If so, they should void that check and reissue another to me sent registered mail.

  Business Response

  Date: 07/07/2023

  Thank you for bringing this to our attention. A manager from Endurance has reached out to the consumer about their refund. We have agreed to wait until Monday and if the check has not arrived by then, we will issue a new one with tracking. We appreciate the opportunity to address the consumers concerns. 

  Warm regards,

  Endurance

• Initial Complaint

  Date:06/20/2023

  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 had a warranty with this company on my car. The ABS system went out. I had a $100 deductible. I took it to a play they recommended to have it fixed. When i took it there, they had to go to a dealership to get a part. That was $536.00. The shop I took it to charged me double, $988.00 When I called Auto Assure and told them about it, all they said was all I had to do was pay the deductable. The warranty would only pay about $700.00

  Business Response

  Date: 06/26/2023

  On 6/9/23, the consumer’s repair facility filed a claim for
  repairs. The facility reported that the ABS control module had failed and
  recommended that it be replaced. The part is a listed component and was authorized
  in the amount of $734.94.
  The contract provides,

  V. BREAKDOWN:

  In the event of a Breakdown of any Covered Part(s) listed below,
  the Administrator will provide for payment or reimbursement for pre-authorized
  expenses incurred for the repair or replacement of the part(s), less any
  Deductible, in accordance with the provisions contained within this Contract.
  Reasonable expenses are not to exceed the manufacturer’s suggested retail price
  (MSRP) for parts, and the repair facility’s published hourly labor rate
  multiplied by the appropriate operation time, as published in a national labor
  time guide.

  We appreciate the opportunity to clarify the details of the consumer's claim.

  Regards,

  Endurance Resolutions

  Customer Answer

  Date: 07/03/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  they told me all I would have to pay is $100.00 deductible.
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 07/07/2023

  Per our previous response, reasonable expenses are not to
  exceed the manufacturer’s suggested retail price (MSRP) for parts, and the
  repair facility’s published hourly labor rate multiplied by the appropriate
  operation time, as published in a national labor time guide.

  Regards,

  Endurance Resolutions

• Initial Complaint

  Date:06/02/2023

  Type:Order 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 bought my first ever car , it is used 2016. *************** at the car lot when doing the paperwork was sort of explaining while he went that I would need this service e contract in case my car needs work . Having the service contract would make any repair cheaper. So I bought that. Within the first month of having the car I started receiving letters from other service contract companies telling me that I needed this other service contract in addition so that everything is covered on the car. Well almost a year into paying it, on time and double payments sometimes, I realize it's almost a duplicate of the policy I have at the car lot but not as good. I took the handbook to a finance person, ***** at superior ******* and had him compare the two policies . Auto assures policy isn't even as good. I know some sketchy stuff has gone on because in December my fuel jets clogged up and I took it to superior ******* to get fixed and told them I had coverage tacked on to my car note . They said oh yeah we see it and fixed my car. Well then when I start to cancel this auto assure they say" we paid for a repair for you now we are going to prorated your refund. My car is still under factory warranty too of course that probably doesn't pertain to this repair. But that was weird because I never mentioned them. I have been calling them since November 2022. I sent my cancelation letter in in February. They acknowledged it in March. Mind you I've been calling all through the months til now 2 times in May actually. Today June 2 they told me they mailed my check in ****** I said why wasn't I told this in May? They didn't know the status they said when I asked today. *******. So now they are stopping payment to reissue this check. I think they are lying and are jerking me around. I really need help! Please help me!!!

  Business Response

  Date: 06/08/2023

  Thank you for bringing this to our attention. A repair facility called in a claim on the consumer's contract 12/27/22 and Endurance authorized the claim in the amount of $752.39.  At this time, we are requesting the consumer to reach out to manager ***** at ************.
  

  Warm regards,
  Endurance

  Customer Answer

  Date: 06/13/2023

  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:03/01/2023

  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 asked for my due date to be changed just for the month of February. I asked for my payment to be processed on March 3rd. I was assured there wouldn’t be any problem with my request, however they failed me by removing the money from my account before the date requested causing my bank account to be overdrawn. I was charged $35 by my bank. I called and was told they were sorry but they were not refunding my $35. I asked for a manger was told they all were in a meeting. I called back twice and finally talked to a manager. The manager all of a sudden couldn’t see where I had requested the date changed, two of her employees confirmed they saw it. I asked if they would lower my next payment by $35 and was told no. They refused to take responsibility for their mistake and then just started lying. I need for this company to refund me my money $35.

  Business Response

  Date: 03/08/2023

  Upon receipt of this complaint, an ********* manager contacted the consumer to address these concerns. We are currently working towards an appropriate resolution.

  Regards,

  Endurance Resolutions

• Initial Complaint

  Date:02/17/2023

  Type:Customer Service 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 struggled to reach a representative on the phone for several days to cancel my contract. When I reached someone 2/16/23, it was the day my payment was scheduled to auto process. On 2/17/23, I called to request them to reverse the payment and they simply refused. I also asked to speak to a supervisor just to be told they unavailable. Basically, they took an additional payment after i cancelled then refused to show good customer service by returning my money. I also, called ******* who processes the Auto Assure payments and they told me they cant reverse the charge and I have to call my Auto Assure. This company leaves customers on hold for extremely long periods of time, the phone representatives are rude and uneducated, and they repeatedly disconnect your calls when transferring. Bottom line i just wang my $104 back that they owe me.

  Business Response

  Date: 02/24/2023

  Upon receipt of this complaint, an ********* manager attempted to contact the consumer in
  order to address her concerns. At this time we are requesting the consumer to
  reach out to Manager **** at ************. 

• Initial Complaint

  Date:02/07/2023

  Type:Order 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.

  My issue is a got a extended warranty with this ******* on 08/04/2021, concerning my 2009 Chevrolet Silverado LT. **** ******* never sent me a copy of the policy I purchase. The first problem I discovered was once I ask for a copy of policy to be emailed to my family member who has email, I discovered the application and policy were wrong in regard to mileage being wrongfully typed into the policy cover area. The mileage stated the truck which was a 2009 had ****** with 60 months *******, whichever come first. Well the engine went out on Monday 02/06/2023. They refuse to correct the mileage on policy or honor warranty on truck because it had ******* miles. ***** means the truck would have to be driven over ******* miles in less then one year and a half. All the premiums have came out of my account but they refuse to correct mileage mistake and/or honor warranty.

  Business Response

  Date: 02/13/2023

  Upon receiving this complaint, an Endurance Manager attempted to reach the consumer to address his concerns and to determine the appropriate resolution. Currently, we are requesting the consumer to reach out to Manager **** at ************.

  Regards,

  Endurance Resolutions

  Customer Answer

  Date: 02/15/2023

  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:01/26/2023

  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 1/26/23 received info that my chosen repair shop must use part they supply which dealership does not accept responsibility of for proper repair. Therefore the warranty company will not pay for repair. I live in small community and no one near will accept this responsibility

  Business Response

  Date: 02/01/2023

  Upon receipt of this complaint an ********* manager contacted the consumer to discuss the claim in detail. We appreciate the opportunity to address the consumer's concerns and are currently working towards a resolution with the consumer.

  Regards,

  Endurance Resolutions

   

• Initial Complaint

  Date:01/23/2023

  Type:Order 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 the auto warranty contract on 8/9/21. I attempted to use the service contract on 8/30/22. The claim was denied due to a mileage discrepancy. The Auto Assure said the a verified mileage on a date after the contract was purchased was less than the miles it told them was on my vehicle at the date of purchase. The miles were never verified upon purchase. At this point I had the service for at least 12 months at $250.67/mo. I was told that the claim would not be fulfilled due to the mileage discrepancy and that the service contract would be restarted. The service contract was restarted at a lower rate of $193.32/mo. I attempted to file a second claim on December 30 due to my service engine light coming on. Auto Assure decided they needed to send out an inspector to do an inspection of the needed repairs. After the inspection, it was determined that my vehicle needed a water pump and a new engine due to the failed water pump allowing fluid to flow into the engine. (On 12-6-22 I had work done at the Mazda dealership for leaks and there was nothing identifying the leak from the water pump. The oil was changed and the mixture of fluids would have been identified.) The claim was denied due to inability to provide documentation that I had a coolant flush. I find it interesting that they want documentation of services that may have possibly been performed before the start of contract but wouldn't fulfill a claim due to mileage discrepancy although the service date was after the start of the contract. This is the second time and I have not missed a payment BUT every time I file a claim they found a way to deny my claim. I am requesting a complete refund, $2,757.37 (for the first 12 months) plus $773.28 for the 4 months paid on the new rate, a total of $3530.65. I cancelled the service contract on 1/23/23.

  Business Response

  Date: 01/30/2023

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

  Best Regards
  AutoAssure Resolutions

  Customer Answer

  Date: 01/30/2023

  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:12/08/2022

  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 husband and I bought an extended warranty from Auto Assure and the coverage goes thru 6/2023. I never used the plan before the sunroof/moonroof developed a problem and wouldn't operate properly. I was told when I called around for someone to look at it that a body shop would be the place to take it. I did and they called Auto Assure and was told that isn't covered but my book showed the motor would be. Exclusions will not allow anything water related or an act of God so of course, since the motor got wet and shorted out, they immediately declined the request for coverage. Body Shop owner said there is no way to protect against this occurrence and I believe they add water damage as their way to decline payment. I have paid $3,598.00 for what appears to be a scam.

  Business Response

  Date: 12/14/2022

  After receiving this complaint, an AutoAssure manager contacted the consumer. Endurance and the consumer are currently working towards a mutually beneficial resolution.
  

  Best Regards, 
  AutoAssure Resolutions
  

  
  

• Initial Complaint

  Date:09/20/2022

  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.

  July 26th 2022 I paid $20 and $166.63 for an auto warrenty. I was told I have to wait 30 days to use my policy and put 1,000 miles on my car. I purchased this policy in case of any future repairs I might need. I was told by a rep, Alfred, that I could only go to a certified subaru dealership. On 9/20/2022 I was told subaru does not accept my policy. I tried to call and get my money back but was told I had to cancel before 30 days to get my full refund. I was not able to use my policy before 30 days so I was unaware I would not be able to use it until 30 days after my first payment. I also did not receive a copy of my contract.

  Business Response

  Date: 09/26/2022

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