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 took my 2014 *** vehicle to the Grubb *** Services and later got called that the Timing belt will need to be replaced and other services totaling more than $8000. I gave the dealship my Endurance extended Warranty, ACC EVPH . Endurace Warranty coy states that they will send an agent to come and inspect the vehicle. It took then 1 week to send one of their agents out .The agent after inspection request for all the vehicle service history and more than 90 pages of documents were given to the agent as the vehicle has always been serviced at the same dealership where it was bought in 2014. He took it back to their office and after another 48hours my dealership called them up and they said they need more document of any other oil changes I have done. I called multiple times and spoke , with diferent agents,Josh, Shannon, Wills etc and they were never straight forward. oh we need more document . I explained that I have no other documents to offer, oil top ups on road trips. I don't have the records. Shannon said ok, have the dealership call us. The service agent will call and they will tell him to have me call them. This have been going on since 4/10/19. Today 4/22/19 shannon said we are denying the claims because we have some gaps in your service history. I asked to speak with customer services , he said he is the customer service. I requested to speak with manager he said he is the manager, , Is there any appeal process ,No.
I find it difficult that Endurance will collect premium and looks for reasons to avoid fulfilling its obligation. No information for the customer to filing a petition or appeal his decision.
On 4/10/19, a representative from *** contacted Endurance to file a claim for repairs. As part of the claims process, maintenance documentation was requested from the consumer. The consumer provided 21 maintenance documents (attached), with oil changes performed on the following dates, at the following mileage intervals:
08/20/15 @ 31,775 01/08/16 @ 39,028 (7,253 miles since last) 04/20/16 @ 47,805 (8,777 miles since last) 11/25/16 @ 66,280 (18,475 miles since last) 05/18/17 @ 80,891 (14,611 miles since last) 04/18/18 @ 108,401 (27,510 miles since last) 09/26/18 @ 121,836 (13,435 miles since last)
Per the consumer's owner's manual (attached), oil changes are due every 5,000 miles. The consumer did not follow these guidelines, consistently exceeding the manufacturer's interval by double, triple, or more. Per the consumer's contract (attached), pg. 3 “CONTRACT HOLDER’S RESPONSIBILITIES”:
“You must have Your Vehicle checked and serviced in accordance with the manufacturer’s recommendations, as outlined in the Owner’s Manual.”
Per the consumer’s contract, pg. 7 “Exclusions- What is Not Covered”, coverage is not provided under this contract:
“For any Breakdown caused by misuse, abuse, lack of normal maintenance required by the manufacturer’s maintenance schedule for Your Vehicle”
As the consumer had not fulfilled his requirements to maintain the vehicle, the claim was subsequently declined.
In the consumer’s complaint, he stated that 90 pages of documentation were sent to Endurance. Endurance received only the 21 pages attached to this response. Endurance reached out to the consumer to acquire the other 70 pages mentioned in the complaint, but the consumer could not provide them. The consumer was advised that additional documentation is necessary to demonstrate proper maintenance on the vehicle. The consumer reinforced that he had no more documentation to provide and was not aware of the existence of the additional 70 pages of documentation mentioned in his own complaint. The consumer was advised that the claim would remain declined due to lack of maintenance unless the proper interval could be shown. The consumer indicated that he understood.
The consumer was asked if he wished for the contract to remain in force or if he would like to cancel and receive his pro-rata refund. The consumer advised that he would like the contract to remain in force. At this time, the contract is active and eligible for future claims.
Per the consumer's contract, pg. 3 “CONTRACT HOLDER’S RESPONSIBILITIES”:
“You must have Your Vehicle checked and serviced in accordance with the manufacturer’s recommendations, as outlined in the Owner’s Manual.”
It is the consumer's responsibility to review their owner's manual for proper maintenance scheduling. At this time, Endurance has still not received the 70 remaining pages maintenance documents out of the 90 claimed in the original complaint, as requested in the previous response. The claim will remain declined due to lack of proper maintenance until these documents are received for review.
As the consumer has still not indicated any intent to cancel the contract in any communication to Endurance or in his complaint and subsequent Revdex.com communication, the contract is currently active and eligible for future claims. If the consumer wishes to cancel and receive his pro-rata refund, he may contact Endurance at any time to do so.
Complaint: ***
I am rejecting this response because:Earlier stated reasons
Sincerely,
Fidelis
I signed up for the service in November of 2018. After paying into the contract, I filed only one claim, which was in February of 2019. I was told by the Endurance Customer Service Representative that the majority of the items that required repair were not covered by the extended warranty. Based on my understanding of the coverage shown in the contract, and the description of the needed repairs provided by the auto shop, I believed that all of the items should have been covered by the terms of the contract. Endurance covered the repair of the power window, but I had to pay for the remainder of the repairs out of pocket. Because these repairs were not covered by the warranty, I decided to trade in the covered vehicle for a different vehicle, which was purchased on 03/15/2019. I called Endurance on 04/22/2019 in order to cancel my contract. I was told that there would be no billing / charges after today. When I inquired about a prorated refund for March, I was told that I was not eligible for a refund. However, when I signed up for the plan, I was advised that I would receive a prorated refund if I happened to decide to cancel the contract.
On 4/22/19, the consumer contacted Endurance to request cancellation of her account. The account was cancelled at her request. Please be advised, the pro-rata refund on this account is based on the time the contract was in force from the sale date of 11/23/18 to the cancellation date of 4/22/19. As the pro-rata refund is negative, no pro-rata refund is eligible on this acccount.
In the interest of customer service, Endurance has agreed to refund the consumer's March payment. A check will be sent out today, 4/26/19.
I have a policy of extended warranty with Endurance. My vehicle air conditioner went out. the repair service explained that the compressor seal was leaking and the compressor needed to be replaced. The seal is not separate from the compressor but one unit part. My policy clearly states that seal in direct relation to covered parts is covered unless it is separate from the part, which it is not. Endurance refuses to cover the repair and refused my request for a supervisor.
Please be advised, the consumer’s repair facility reported a failure to the compressor seal. Per the consumer’s contract, seals and gaskets are not eligible as standalone causes of failure. Seals and gaskets are only eligible for replacement in conjunction with the authorization of a related eligible part.
Upon receipt of this complaint, a customer service supervisor reached out to the consumer to provide assistance. The consumer stated that the air conditioning was currently functioning and that he was not experiencing the issue reported on the claim. The customer service supervisor worked with the consumer so that the original issue can be re-evaluated and further diagnosis performed, if necessary.
In the interest of customer service, Endurance waived the consumer’s next monthly payment. If the consumer’s new repair facility is able to identify and diagnose the concern, the consumer will contact the customer service supervisor for direct assistance.
Endurance is committed to the highest level of customer service and appreciates the consumer allowing a mutual resolution.
I purchased the Select Premier 60/1000 coverage for my 2014 *** on 01/24/2019. I was informed upon purchase that I may cancel my service at anytime and receive a refund . After much consideration I decided to trade my car in for a new one. I called Endurance today 04/23/19 to cancel my service. I was told that I am not going to get any money refunded to me for the time I had the service. I was on a monthly payment plan paying $93.51 a month. I have paid in total $334.67 which includes my initial down payment of $147.65 towards my warranty policy. I only had the warranty coverage for less then 3 months.
On 4/23/19, the consumer contacted Endurance and requested cancellation of his contract. The contract was cancelled as requested. Endurance apologizes for the calculation error made by an Endurance representative that resulted in an appearance of no refund eligibility, which was mistakenly conveyed to the consumer. The consumer's contract was eligible for a pro-rata refund, and the pro-rata refund check was sent out on 4/26/19 to the address on file.
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,
Christian
I received a piece of mail today informing me, as if I were actually a customer, about a price increase. Even a customer ID number was on the letter. While it's disturbing to even think about how this company has my personal information in the first place, it's screaming more and more that it's a scam that they are acting as if I am already their customer. I'm not, and I'm never going to be. I hope no one else falls for this nonsense.
Vernetta in Customer Service is fantastic! Super helpful!
Max was very helpful he did a great job
they promise services and charge you, when its time to use their services they deny you based off information they found online that has nothing to do with you. and they just deny you and tell you, basically because I said so and tell you bye, and still take your money. I bought a warranty with them and they told me to send them my receipt of my last oil change to verify the mileage. I sent them the receipt stating that I had 126k miles and they say everything was good. after 60 days and 1000 miles if your car broke down your covered. well when my car broke down at 129k mile and I called for them to fix my car, they said *** said in 2011 I had 120,000 miles on the car, and since its now 2019 and you only drove it 9000 miles, something does not add up with your mileage so we are denying your claim. I asked what does my car being driven only 9k miles in 8 years have to do with anything. they said we think it dont add up so we are denying your claim, goodbye.
On 12/28/18, the consumer contacted Endurance and purchased a Select Premier vehicle service contract for his vehicle. On a recorded line, the consumer stated that his exact mileage on that date was 126,265.
On 4/1/19, a representative from Manny the Mechanic Auto Repair contacted the Endurance claims department to file a claim for repairs. The repair facility reported an undiagnosed noise from the vehicle and that the vehicle was not running. The repair facility stated that the vehicle’s mileage on that date was 129,101.
As part of the normal claims process, Endurance acquired a vehicle history report (attached) for the vehicle. The vehicle history report demonstrated that the consumer had visited an *** 8 days prior to contract activation, with a mileage of 128,742. With this mileage, the vehicle was still in its 1000 mile waiting period and the claim was subsequently declined.
When informed about the mileage discrepancy, the consumer denied ever having been to an *** and sent in an apparent document from January from Tires Plus Store #*** showing a mileage of 126,970.
Endurance reached out to the *** listed on the *** to remedy the situation. *** provided Endurance a copy of the 12/20/18 invoice (attached), showing that the vehicle was at 128,742 miles and the consumer declined a repair for the vehicle making a noise.
Additionally, Endurance reached out to Tires Plus on 4/17/19 in regards to the January invoice sent by the consumer. The representative at Tires Plus Store #*** stated that the vehicle had not been in his facility since 11/15/18 and at that time it was at a mileage of 128,547. The Tires Plus representative stated that the January invoice was fraudulent and did not exist in his system. The November mileage is in line with the *** invoice and *** reporting, and confirms that the activation mileage was falsified.
The consumer contacted Endurance on 4/17/19 and cancelled his contract. The consumer’s pro-rata refund will be sent within 30 days. Endurance will not at this time pursue the consumer in regards to his falsified statements and documentation and has mutually parted ways with the consumer.
We just renewed our contract for another 100,000 miles on our *** and are paying even less than we did for the first contract. You won't find that anywhere else, especially since we have used the warranty on the car.
They have always been kind and helpful to us. They never put you on hold for long and always answer all of your questions to your satisfaction. This time they even gave us a Veteran's discount even tho my husband and I never served in the military, but our father's both served in WWII.
I will use them again for our second car and will recommend them to others!!!
Deb L
they promise services and charge you, when its time to use their services they deny you based off information they found online that has nothing to do with you. and they just deny you and tell you, basically because I said so and tell you bye, and still take your money. I bought a warranty with them and they told me to send them my receipt of my last oil change to verify the mileage. I sent them the receipt stating that I had 126k miles and they say everything was good. after 60 days and 1000 miles if your car broke down your covered. well when my car broke down at 129k mile and I called for them to fix my car, they said carfax said in 2011 I had 120,000 miles on the car, and since its now 2019 and you only drove it 9000 miles, something does not add up with your mileage so we are denying your claim. I asked what does my car being driven only 9k miles in 8 years have to do with anything. they said we think it dont add up so we are denying your claim, goodbye.
VERY DISRPECTFUL AGENTS AND THEIR MANAGERS LET THEM TALK TO THE CUSTOMERS NASTY
Tony in Customer Service provided exceptional customer care. He was extremely helpful, personable, patient and most importantly knowledgeable. I interacted with approximately 4 agents prior to Tony only to hear four different (INCORRECT) answers concerning cancellation. Thanks to Tony I finally received the information I desperately needed and in a succinct and pithily manner. Tony was awesome and he should be emulated!
Received unsolicited letter regarding price increase for an Extended Vehicle Service Plan designed specifically for my vehicle. I do not own a vehicle. Obviously the contact information purchased by this company is being used to coerce and perpetuate potentially fraudulent transactions by stating incorrect information (I have no vehicle) and purporting that a penalty (price increase) will be levied if I do not act. This is a form of sales harassment and the implication of a penalty is a coercive tactic. Use of personally identifying information (PII) without my permission is also a violation of my privacy.
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 he does 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.
Complaint: ***
I am rejecting this response because: THIS BUSINESS SHOULD NOT HAVE MY INFORMATION AT ALL. I NEVER GAVE IT TO THEM. I DO NOT WANT IT SITTING IN A DATABASE WHERE I HAVE NO CONTROL OF IT.
MY INFORMATION MUST BE COMPLETELY DELETED AND REMOVED FROM ANY AND ALL COMPUTER SYSTEMS, PAPER RECORDS, DATABASES, CONTACT LISTS, ETC.
Sincerely,
Marcia
Please be advised, the consumer's information has been placed in our "Do Not Mail" database to ensure that she will receive no future mailings. Incoming marketing information is checked against this database to ensure that marketing material is not sent to consumers on the "Do Not Mail" database. Without the consumer's information in the "Do Not Mail" database, Endurance cannot guarantee that the consumer will stop receiving mailings. At this time, the consumer's information remains in the "Do Not Mail" database to ensure that no further contact will be made.
After encountering a incident which then prompted a phone call to Endurance, Josh and Johny thereafter made the matter a positive one and I was able to keep my warranty policy active. Thank you both.
Received, unsolicited, a pink notice in the mail that said:
IMMEDIATE RESPONSE TO THIS NOTICE REQUESTED
complete with a "contact by" date.
If this is how you guys solicit new business, you must be desperate. It's a nuisance to have to come on the Revdex.com website and share my experience because you have chosen a mildly deceptive approach to advertising. Hopefully others will be better informed.
Sent me a piece of mail with all of my information and a customer ID saying that my extended vehicle service plan will have a price increase. I don't have a car. When called, they asked for my customer ID and then asked how they can help me, addressing me by name. They said that mail was sometimes sent out as an advertisement, so I shouldn't worry about the piece of mail labeled "Important--Open Immediately" with a full page of text about how they will no longer "be able to honor the service contract quote designed specifically for your vehicle."
I think Alvin *** did a great job of keeping me on board. I'm very happy about my situation now ??????!!!
Tanner *** has helped me so very much Thru a rough time accepting a rejected claim on my 2010 ***. As a 75 year old young lady! I have worked with a lot of service people in different ways. I must say Tanner is the very best at his job I’ve met. Not only at his job but in life in general, he is above them all. My anger was real at the denial of my $3000 claim. Tanner has made lemonade out of bitter lemons! My claim is still not being paid but I feel it was paid in full because he cared so much. I consider him a new life-friend and am very glad my warranty company has this Calibur man in its employe. Thank you for this opportunity to tell you about Gold-star Tanner ***.
Margaret A, Chattanooga, Tennessee.
Alvin was awesome today. Very patient and helpful.
Great personality and friendly, while maintaining professionalism.
Thanks AP!
They were up front and accommodating. As it turned out, I already had a maintenance agreement when I bought the vehicle so I did not need their service.
DO NOT. I REPEAT DO NOT GET AN EXTENDED CAR WARRANTY FROM THIS COMPANY!! I've had a car warranty with this company since 3/2017. I never made a claim except for recently (2 years later) because my transmission was driving faulty. They sent someone out to look at my car to see what kind of transmission codes I was getting. That seemed to check out ok so they then requested the shop to take my transmission out break it down and open it up. The shop did that so the warranty company sent someone else out to check the transmission and that seemed ok. When it came time to pay they denied my claim. They're stating they denied my because of pictures of my car they seen on social media. That is INSANE! They said my car has lowering springs which is FALSE!.They said my car has a exhaust system where I removed my catalytic converter which is FALSE. They stooped down so low to say that they seen pictures of my car on MY social media page of after market wheels on my car. They are talking about pictures that I take for show, where I remove the aftermarket wheels afterwards and put my stock wheels back on. It seems really crazy how they send TWO inspectors out and everything seems legit to go with the repair and they search my social media and decide to deny the claim because of PICTURES!! I wouldn't recommend this company to my worse enemy.They just wanted a reason not to pay and isn't even a justifiable one. So now my transmission is in pieces at the shop and I have to find a way to pay for this repair when I've been paying these *** for 2 years to not be covered when I have a legit issues. They decide to not cover it because of PICTURES they have seen snooping through my social media. My repair is $4,800 dollars. For 24 months I've paid $136.05 which adds up to $3,265.20. I cancelled my policy with them and they are issuing me a check of $1,881.05. This leaves me with $2,918.85 to come up with for this repair. This is a total loss of $4.302.90. THIS COMPPANY IS A RIP OF
!
As there is no actual desired settlement listed, Endurance believes that this complaint should be listed “Information Only”.
On 4/2/19, a representative from *** contacted the Endurance claims department to file a claim for vehicle repairs. As part of the claims process, an independent third-party inspector was sent to verify the failures reported by the repair facility. It was noted from the inspection that the vehicle had modifications from stock conditions. Per the consumer’s contract, any modifications to the vehicle will result in claim denial.
Please be advised, as part of Endurance’s 2 stage verification process, the consumer is explicitly asked if the vehicle is modified prior to the initial purchase transaction. A review of the recorded verification confirmed that the consumer was asked this question and responded that there were no modifications to his vehicle.
On 4/12/19, the consumer contacted Endurance and spoke to a Customer Service Supervisor. The consumer requested to cancel his contract and it was cancelled at his request. It can take up to 30 days to process a pro-rata refund. In the interest of customer service, Endurance expedited the consumer’s refund and it was sent out on 4/22. Please be advised, per the consumer’s contract, the refund is pro-rated based on the greater usage of either time in force or mileage elapsed, less an administrative fee of $50. The calculation for this consumer’s refund is attached.
Complaint: ***
I am rejecting this response because:This is bogus. If you guys claim there were after market parts on the car from pictures then why would you tell the shop to take the transmission out and open it up so you can send a SECOND person out to see the inside of the transmission? Wouldn't you be able to tell that from the FIRST pictures and not send a SECOND person out? Leaving me with my transmission in shambles to where I am stuck with a bill from the shop because they have to put it back together. This is nonsense. Stick to what I was told the very first time which is that my claim was denied because of PICTURES you saw of my car on the internet of after market wheels on the car. That refund is not good enough. I had your warranty for 2 years and never made a claim. How about giving me back what I paid in those 2 years which comes to well over $3,000 so it can help me pay to get my transmission fixed myself?
Sincerely,
Luttrell
Upon a management audit of the account, Endurance has agreed in the interest of customer service to issue the consumer a reimbursement for the cost of the tear-down on his vehicle. The consumer was notified of this on 5/3 and indicated that it was satisfactory.