Endurance Warranty Services Reviews (%countItem)
Endurance Warranty Services Rating
Address: 400 Skokie Blvd Ste 105, Northbrook, Illinois, United States, 60062-7937
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I was offered a full car warranty by the sales Person from Endurance Car Warranty( Nayo Buchanan), she stated the policy would cover all things bumper to bumper, including 4 matic suspension on my SUV; I was told the policy would cover anything that needs to be repaired by an ASE certified auto shop, the policy was started on 02/11/2019 ; I had a malfunction on 11/20/19, The vehicle was sent to the shop, the shop called the warranty claims department, the warranty department stated they couldn't honor the repairs because there was a discrepancy with the mileage; I explained, I gave the representative the mileage perhaps she wrote the miles wrong, I'm unsure. The warranty department has denied the repairs and has cancelled my policy as they called the shop to inform them without my knowledge( Highly inappropriate); effective 11/21/2019, and it seems they aren't looking to remit the full balance owed to me which equates to $1481.35. The warranty company has defrauded me and now states they want to either send me a prorated balance or start me with a better policy, plus send me a $150 gift-card for restarting a new policy...
I stated I want a full refund and to continue cancelling my policy; I have sent several written emails corresponding with them starting on 11/21. I wouldn't want to have a automobile malfunction and they decide whether to cover it because of cost , that's not a good business practice, to guess if they'll cover the associated repairs.
On 2/11/19, the consumer purchased a United Car Care Diamond vehicle service contract. The consumer provided an exact mileage of 93,001. Please be advised, all Endurance calls are recorded for quality assurance. Upon receipt of this complaint, Endurance performed an internal investigation including reviewing recorded phone calls. A review of the verification phone call confirmed that the consumer stated the mileage was exact. At no time after this activation did the consumer contact Endurance or United Car Care and provide a different mileage.
On 11/21/19, the consumer's repair facility contacted the claims administrator, United Car Care (UCC) to file a claim for repairs. As part of the claims process, UCC acquired a vehicle history report. This report showed that the vehicle already at 97,777 miles on 9/30/18, prior to the contract activation. As the consumer provided a falsified mileage per the recorded activation phone call, the claim was declined.
On 11/21/19, the consumer contacted Endurance in regards to the denied claim from UCC. After explaining the discrepancy, Endurance's representative offered to rewrite the contract with the known correct current mileage to still allow the consumer to have coverage. The consumer advised that he would discuss with his wife and contact Endurance with a decision. Later that day, the consumer's wife, who stated that she was also an attorney representing the consumer, requested cancellation of the contract. As the consumer's legal representative requested cancellation, the contract was cancelled. The consumer's pro-rata refund of 878.05, calculated as specified in the contract, is set to be mailed on 12/20/19.
In the interest of customer service, Endurance is willing to waive any administrative fees and expedite the refund. This would bring the refund amount to 928.05. Alternatively, Endurance is still willing to rewrite the consumer's contract to the proper level of coverage with an accurate mileage reading. Endurance has made several attempts to contact the customer and has left voicemails.
Vesh in customer service was very helpful. The service of the overall company is good so far.
I took my vehicle to a dealership for service. They told me that I need to change an oil pump and a fuel pump. They called the warranty and told them what needs to be fixed. They responded to them, that they will not cover the charges because the parts are not on the contract. I dint have a car for a week. I called the warranty and told them, that all the parts that needs to be changes are on contract. I spoke to the manager at the warranty, and they said they will try to find cheaper shop to fix because its a lot of money. Waited for 5 days no one called me back. I called them again they said they found different shop but they still will not cover the expenses. I have all proof what parts are covered by the warranty.
Hello,
The mechanic called in the high pressure fuel pump and the high pressure oil pump because the engine and the oil pressure light is on. This is a high level stated component contract administrated by United Car Care. Unfortunately this does not cover these high pressure pumps. This contract specifically states that the fuel pump is eligible, as well as the oil pump. The consumer did cancel their coverage so at this moment we are limited on the options we have to assist.
We did offer to try and help the consumer source parts to reduce the repair cost. The consumer declined this because they would still have to pay out of pocket. This contract is a stated component coverage which lists out each part by name eligible for coverage. As a result, we are still willing to assist the customer in source parts to try and reduce the cost of the repair.
The bottom of page 4 specifically states “ONLY THOSE PARTS LISTED ABOVE ARE COVERED PARTS; ANY PARTS NOT LISTED ABOVE ARE NOT COVERED.”Please let me know if you need further information.
Thank you,
Kaitlyn
Complaint: ***
I am rejecting this response because: I called and explained that the fuel pump and high pressure oil is same as oil pump and fuel pump in contract its they cover that. I spoke with the supervisor and some other guy name David and they told me they found cheaper place but I will need to pay my self. This is unexceptable, and yes they told its a lot of money and they cant cover and will find me cheaper parts
Sincerely,
Taras
Please be advised, this contract is administered by United Car Care (UCC). This means that all claims decisions (approval or denial) are performed by UCC and Endurance plays no role in that process whatsoever. UCC informed Endurance of the denial and in the interest of customer service, Endurance attempted to assist its customer by decreasing the out-of-pocket costs. Endurance cannot change the claim decision made by UCC.
If the consumer wishes to contact the claims administrator, United Car Care, and present any new information, he may do so at the following:
Phone:
Mail: United Car Care
P.O. Box ***
Greenwood Village, CO ***8
Envelope only states: "Important-Open Immediately" which right there is cause for alarm (for most people). Opened envelope to find a bogus letter from Endurance! Letter started out: "We have just been advised there will be a Price Increase to our Extended Vehicle Service Plans (EVSP) effective November 28, 2019. After that date we will not be able to honor the service contract pricing designed specifically for your (Year and name of my vehicle)."
The letter goes on and on.
I have never done business with this company, and do not plan on getting a warranty for my vehicle from any of the vehicle warranty companies let alone from one that sends letters through the mail that are unsolicited!
I ask that I be removed from their mailing list (again...since they have sent me mail before and apparently my phone call to them did not do the trick!).
Dealer states my fuel injectors need to be replaced. Endurance is claiming it is due to carbon build up. The dealership CLEARLY stated the issue is not due to carbon build up. They pulled out some fuel injectors and confirmed the lack of carbon build up yet Endurance continues to deny the claim. I will be attaching a TSB from GM regarding the issue as well. Also, my vehicle has had trouble starting sometimes. Another mechanic stated the starter needs to be replaced and the dealership has now said the same thing, but Endurance once again continues to deny the claim. Same issue with the wheel bearings. I am sick of these games from Endurance. I paid for the warranty, they need to cover the claims. Endurance DOES NOT KNOW MORE THAN THE CAR MANUFACTURER. IF their dealership is stating this is the problem, it needs to be covered. I am not going to waste time going back and forth. I will hire an attorney for selling a bad faith product.
Hello,
The claim is currently denied by *** because the fuel injectors open due to carbon being built up. *** has sent multiple inspectors sent out to confirm this and this can only be covered if there is an electrical failure. All that is being asked is the mechanic demonstrates the failure if they believe it is not carbon. The contract states in the exclusions (Section E. Letter O) that we do not cover failures due to carbon. The inspector does not go out to diagnose the vehicle, that is the mechanics job and the inspector just confirms what is being presented. The mechanic could also not demonstrate failures to the wheel bearing and the starter. This was confirmed by the inspector as well. If the mechanic can demonstrate failures to the claims being called in, we can request another inspector from ***.
What Is Not Covered:
1. Mechanical breakdown or failure:
Section E. Letter O) Caused by lack of required maintenance, misuse, negligence, incorrect computer programming, contamination of coolant, fuel, fluids or lubricants; resulting from engine sludge, carbon, pre-ignition, detonation, varnish, rust, corrosion, cracked rubber / neoprene parts, dry-rot, road chemicals, abuse, alteration, or lack of proper and necessary amounts of coolant, fuel, fluids or lubricants;
Complaint: ***
I am rejecting this response because:
the dealership has already told them it is not due to carbon buildup. Their inspector has not been able to prove it’s due to carbon buildup. The vehicles manufacturer also states their fuel injectors are prone to failure WITHOUT carbon buildup as a reason. If they are so sure, have them take out all the injectors and inspect them but they do not even want to pay for a full diagnostic fee so they can be proven wrong. As far as the starter and wheel bearings, another mechanic also pointed to them as being needed to be changed. However, their inspector magically believes it is not the issue. Since he is a genius, can he tell the dealership what the issues are? What this disgusting company is doing is just taking peoples money and then denying their claims. They should be forced to shut down. I am not letting this matter go even if I have to go through the judicial system. And as an example of what they are saying is “here is a hard drive. We know the hard drive has failed but unless you show us the minute area of the bad hard drive, we will not pay to get it replaced.”
Sincerely,
Rukhsana
Please be advised, Endurance is simply the selling agent for the contract. The administrator/obligor is *** (UCC). This means that UCC is responsible for the claims administration (approval or denial) and Endurance does not play a role in this process. UCC notified Endurance of the denial due to carbon build up. This is the limit of information that Endurance has.
If the consumer or the consumer's repair facility would like more information about the claim or would like to present new information to the claims administrator, they may contact UCC at:***
PO Box ***
Greenwood Village, CO 80155
Telephone:
The lady representative was very helpful. Was trying to meet my needs
This company is definitely promoting fraud and specifically elder fraud. Put the name of the company in the search bar of your computer (Endurance- 400 Skokie Blvd/ Suite 105/ Northbrook IL) and it has already been designated by Revdex.com as being a scammer. They were asked to stop scamming by the Revdex.com in August of 2019 but they keep doing it. I received a fake warranty letter on Nov. 21, 2019. Lokk at some of the comments underneath and you will see some people are falling for this scam.
Stay away from this company. I was sold a warranty that I was told will cover just about everything that is not "routine maintenance". "If the check engine light comes on, this package will cover whatever is causing it". That is what I was told and it was a lie. I spent almost $6000 on the diamond package (I'm embarrassed to admit that) that endurance farmed out to another vendor. To date, I've had 2 claims that were denied and another claim that I had to pay a portion of. I was told each time that my policy is a parts specific policy, that if the part needed is not listed in the policy, it's not covered. Well, there's a lot of parts in a ***, I guess I should have read the fine print to make sure every part a *** has is listed.
I'm sure Endurance is on solid legal ground in denying my claims.....but the salesman who sold me my policy flat out lied to me. Shame on me for being naive.
The only bright spot for this company is Associate Michael Mansilla. He worked with me and I think he truly tried to help. His hands are tied but I can't fault his effort.
I hope this review keeps someone from making the same mistake I did.
Initially signed up for a Warranty with endurance in November 2018. I called to canceled in December 2018 after not receiving my written plan. The sample plan emailed was vague. I was told it would be cancel but allow time. Their reps continues to convince plan is needed and pursue sale. Calls in January 2019 to advise cancellation. I received doc and called back to confirm cancellation. I was told by a rep they may have a better plan that met my needs and he would call back. I said ok and thanks. He never called back. I left messages to advice of cancellation. So I looked at my account and did not see anything from Endurance company as a charge. So I thought it was over. Then after talking with credit card rep about fraudulent charge from *** $126.06; which is Endurance to my surprise. I called back to cancel again and request a full refund. I have talked to over 10 people to request full refund and cancellation; however they don’t put in a cancellation. They gave an address to send notarized letter with car miles for calculating refund. Endurance employees continue to insist to encourage me to keep because I need this plan. I had my card company refuse charges. Today Endurance called me to ask for money. I explained again I feel Endurance stole money from me and is refusing to cancel as requested again and again as shown on their records. Finally was told a refund would happen however because for time not mileage; however they can on mileage but will not. According to them today I paid $1,121.27. Payments for August, September, and October was credit back to card. So only down payment and January thru July payments equal $1,121.27. Why are they so unethical in stealing others money by prolonged tactics after customers request cancellation as informed by Endurance customer representative ???
Hello,
The account has been cancelled and the consumer will be receiving a full refund. I did try to reach out to the consumer to apologize for the difficulties they were facing and to let her know we are taking this very serious. If the consumer has not received her refund yet, she will have her funds back within the next 3-5 days. I left Carla a voicemail informing her of where we are at with her refund so she has it for her records. Endurance is very sorry that Carla experienced issues and moving forward these issues should not happen again.
Thank you
Vernetta addressed y concerns and found me a better policy than the one I had
I was having a few disappointing communications issues with Endurance recently. However a rep by the name of John *** Jr came to the rescue. His patience and diligence to resolve my problems was outstanding! I hope all your reps are as caring and willing to go the extra mile to satisfy a client. Kudos Mr.!!!
New policy... so far so good. Hazel in customer service was professional and attentive to my needs and concerns.
Due to the loss of my job I was not able to start the program. He was more than understanding and gave me suggestions on how to find a job through the veterans administration. He is a fantastic employee.
very helpful and respectful answered any questions that I had and explained everything with detail.
Any business that tries to make an advertisement appear to be a bill is a bad business.
Kenneth the account executive with whom I reviewed and ultimately purchased my plan through was the most knowledgeable,thorough and patient representative I've had the pleasure of doing business with!
Endurance had made a mistake when they reinstated my policy and I was later denied a claim as a result. However, James worked with me to answer all of my questions (I had a lot) and quickly rectify the situation. I am very satisfied with the result. I really appreciated his attentiveness and I felt he cared about me as a customer.
Johnny was very helpful he has excellent customer service service and he went above and beyond to make help me with my issues!
He made me feel hopeful during a time when I was feeling distraught!! I feel secure with endurance knowing that Johnny is a part of the team!!!
On October 28th I talked to two gentlemen about Endurance because I received a mailing card in the mail. I asked about the service and the salesman was derek.***@endurancedirect.com and a man named Vesh. They put on the pressure sales and then I asked to think about it and then they said they needed my card number to hold the discount. I asked them not to put it through until I had a chance to think about it. Plus I explained that I did not have the money available to pay for it now. The next morning after looking up the company and finding many problems and complaints about them I called the company and requested several times to speak to the salesman and just received the runaround all day. I finally was after several calls were passed to a man named Vesh and he was very rude and tried to continue to discourage me from walking away from this. We ended the call with him promising to cancel my order and he agreed to send me a confirmation email, which never happen. He proceeded to push through the order and charged my account four-payment amounts that were never disclosed to me. Vesh gave me a phone number .
On 10/28, the consumer contacted Endurance and purchased vehicle service contracts for her 2005 BMW Z4 and 2008 Honda Cr-V. After accepting a quote and prior to any transaction being made, the consumer was transferred to an Endurance verification representative. The verification representative again confirmed vital information with the consumer including vehicle information, contract scope and terms, payment terms, and asked for the consumer's explicit authorization to activate the contracts. The consumer provided her authorization and the contracts were activated at her request.
On 10/29, the consumer contacted Endurance and requested cancellation of both contracts. Endurance complied with this request and both contracts were cancelled at that time and the activation payments refunded.
On 11/1, the consumer again contacted Endurance and stated that she had a poor experience during the day that she purchased the contracts and the next day, when the contracts were cancelled and refunded at her request. Although a full refund was processed and the consumer was no longer a customer of Endurance, in the interest of continuing customer service, Endurance sent the consumer a $50 fuel gift card for her experience, with USPS tracking # ***.
At this time, the contracts remain cancelled as of 10/29 and full refunds have been processed.
I want them to stop sending me mail. I believe they are a scam, and want nothing to do with them. I have enough problems with scam calls. Being 64 with PTSD , I do not need the stress..and it does stress me. It is unwanted or needed, all I do is take my name off of wherever they have it and grind it...but I should not have to do this when I believe they are scamming people. They need to be shut down..
Please note, Endurance does not make "cold calls" or any outbound sales call unless specifically requested by a consumer via our online portal. There are many companies in the industry that do not abide by the VPA's Standards of Conduct and may be making unsolicited calls. Endurance understands the frustration that this can cause to the consumer and the confusion that may result when the consumer receives a mail piece from Endurance at the same time as these solicitation calls. Endurance can confirm that the solicitation calls did not originate from Endurance. Endurance recommends that the consumer determine from what company the calls originate and contact that company to ask that they cease.We are sorry for the frustration that Endurance's mail piece caused the consumer, and as a result of the consumer's complaint, our company placed the consumer on our internal "Do Not Mail" database to ensure that they do not receive any future direct mail advertisements from our company. Please allow up to 10 business days to process this request. The consumer may still receive additional mail pieces sent during the processing time.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely,
Sandra