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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Just got off the phone with Maurice *** from Endurance. He was extremely courteous, professional & knowledgeable. He answered all my questions and concerns. I highly recommend him as some one to connect with if you’re interested in an extended warranty for you car.
He did not try to up sell like most agents do. He was empathetic with the high costs of repairs as well as the cost of these contracts.
Request him if you need any help or information.
I will.
I brought an Endurance policy to have peace of mind & total protection, NOT. I purchased the Select Premier coverage plan from the advice of your sales agent back in October 2017 for $3,020.00. I was able to pay off the full amount in 5 payments. My mileage at the time I purchased this agreement was 106,215 (10/16/17), my mileage as of today (3/1/19) is 119,916.
On 2/28, my check engine light came on. It started blinking & was sluggish. I took it to our certified mechanic. It was discovered it had a bad coil assembly, cylinder #2 had a dead ignition coil, worn spark plugs, oil cylinder 2 & 3 park plug holes & a valve cover gasket all needed to be repaired. The total amount is $604.00. When the mechanic called Endurance, he spoke with a Jack & stated my policy didn’t cover anything & no claim number. So since it didn’t cover anything, I wanted to cancel. This is the 2nd time I called with problems with my car & can’t get it fixed.
On 3/1/19 at 10:08 AM EST I called to cancel. I spoke with Tiffany, provided her with a brief description & she basically stated ok hold on. I was transferred to a Matt. No empathy or anything. After checking he stated yes we did deny your claim. I asked him about cancelling my policy & he stated well your policy is paid in full & you basically will not get anything back as a refund. You will have to write a letter requesting cancelling & provide the odometer reading. He stated he understand how I felt when in actuality he did not. He asked me when I signed up did I read the book to see all what was covered, I informed him yes I did. Then he stated well you know. Didn’t try to help or anything. I could understand I was still paying monthly, however I paid this policy off in 6 months.
Matt was rude, argumentative, combative, condescending & overall offensive to me. Your motto is that you pride yourself with providing the best customer service in the industry. NOT. Please listen to this call & you will see for yourself.
As the consumer does not have a desired resolution but merely wished to inform Endurance of their experience, Endurance believes this complaint should be listed as "Information Only". Additionally, a resolution was in progress for this consumer at the time that this complaint was filed.
Please be advised, the consumer's contract (attached) is a stated component coverage. This means that all eligible components are listed on pages 4 and 5. Any part not listed on the schedule of coverage is not eligible for coverage.
On 2/28/19, a representative from *** Tire and Auto contacted the Endurance claims department to file a claim for repairs. The repair facility reported failures to the #2 ignition coil and the valve cover gasket, as well as a basic maintenance replacement of the spark plugs. As these parts are not listed as eligible for coverage, the repair was subsequently declined.
On 3/1, the consumer contacted Endurance in regards to the claim. After an Endurance representative explained that these components were simply not listed for coverage, the consumer indicated that she wished to cancel her contract and receive her pro-rata refund. The consumer was advised to send in a document to verify the final mileage on the vehicle per the contract (Pg. 8, "Cancellations"). As the consumer refused to fulfill this, Endurance agreed in the interest of customer service to waive this requirement and expedite the normal 30-day processing time for consumer's refund. The refund was sent to the consumer on 3/7 via ***. *** tracking shows that the check is scheduled to arrive on 3/12.
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,
Brianna
She was honest and to the point
I took my *** into the shop 2/19/19 because it was leaking oil. There was oil all over the engine. The warranty company approved some minor repairs 2/20/19. When the car sat on the mount overnight they could clearly see some additional oil leaking. I received a call from the shop at 9:24 am on 2/21/19 saying they just got off the call with Endurance, it was very interesting, and they needed to speak with me right away. They said Endurance asked them to call me and approve a $700 tear down and it looked like the transmission's front seal is leaking. After the tear down they had to wait for the inspector to come out. On Monday Feb 25th at 4:05 pm they said they got off the phone with Endurance and they were waiting for the inspector to come 24-48 hours. Inspector came out on Feb 28th (or 27th). Took pictures that there is a leak around the seal however the seal was in good shape and didn't look like there was any issue with the seal. So they discussed the torque convertor needed replaced. Endurance denied the claim on Thursday Feb 28 saying that the *** dealer had replaced the seal just 7 months before and the seal is under warranty and then they claimed they never asked for a tear down they the shop did that on their own. And basically backed out of everything. So I've had them on three way calls with the shop. I've now had a rental car a week (waited until 2/26 to get the car. The Shop has had my car on a rack for 2 weeks purchased parts based on a phone call and nobody ever mentioned anything about not to proceed in that direction because it was under warranty from ***. Now I'm out $700 for tear down. The shop is out a huge amount of money. I'm out for the rental and the shop has to put my car back together with the old parts and I'm leaving over 2 weeks later without the issue fixed and taking it to *** to start the process again. The company is extremely unprofessional, rude, and dishonest especially to the shop.
On 5/16/18, a representative from *** of Naperville contacted the Endurance claims department to file a claim for repairs. The repair facility reported a leaking torque converter seal. As this is eligible under the consumer’s contract, the repair was authorized, completed by *** of Naperville, and paid for by Endurance. *** of Naperville provided a 12 month part warranty on this repair.
On 2/20/19, a representative from *** contacted the Endurance claims department to file a claim for repairs. The repair facility reported failures to the turbo oil feed o-ring seal, oil pan gasket, valve body cover gasket, and torque converter seal. As part of the claims process, Endurance sent an independent third-party inspector to confirm the failures reported by ***. *** demonstrated failures to all reported components, including demonstrated the leaking torque converter seal to the inspector. As the o-ring seal, oil pan gasket, and valve body cover gasket are eligible for coverage, these parts were authorized, completed by ***, and paid for by Endurance. The repair facility was advised of the part warranty on the torque converter seal through *** of Naperville, and advised that the consumer should bring the vehicle to that repair facility for the torque converter seal failure so the part warranty can be assessed. After learning of the part warranty, the repair facility changed their diagnosis of the torque converter. The new diagnosis of the torque converter failure was one that could not be ascertained without removal of the torque converter. Endurance advised *** not to remove the torque converter, and to instead have the consumer bring the vehicle to *** of Naperville for the part warranty assessment. Despite this, *** removed the torque converter from the vehicle and confirmed the failure of the torque converter seal. Endurance did not authorize this removal.
Please be advised, the part warranty for the previously authorized and paid torque converter seal rests with the original repair facility, *** of Naperville. This part warranty will be assessed as soon as the vehicle is brought to that repair facility and the part will be repaired at no cost to the consumer.
Deceptive, fraudulent advertising. I filed a complaint with *** Inspector.
Here is a little background on what is happening:
I took the truck to Ron *** in League City and ask the to look at the following problems:
1. Driver’s side seat: will not go up and down
2. Passenger’s side seat: will not go up and down
3. Front end popping
4. High speed vibration
5. A\C blower motor
6. Rear end: oil residue on housing
7. Loosing power steering fluid
8. Overall check out
They found out that the valve cover gaskets were leaking and turned that in too.
They turned in the findings to Endurance. Endurance sent out claims adjuster to look at the repairs that need to be performed. Endurance contacted Ron *** and informed them that they would not cover the repairs. Ron *** contacted me and informed me that Endurance would not cover the repairs because I had over-sized tires on my vehicle. I contacted Endurance several times about this matter and they keep telling me that they would not cover the vehicle.
I have had the same size tires on the 2005 *** Ram SRT-10 since I bought the truck and extended warranty. They paid for repairs in January of 2018. The repairs involved replacing oil cooler lines and ball joints.
I also asked Endurance several times for a copy of the repairs and the reason for them denying the claim in writing. The only answer I got was over-sized tires and the claims department would not talk to me, the claims department would only deal with the repair shop. I have talked to and e-mailed Scott *** to get a copy of my warranty and written copy of the repairs and reason for denial.
Here is his contact information:
Scott ***
Vehicle Protection Specialist
Customer Service Manager
[email protected]
DIRECT | TOLL FREE Ext 8055
I have still not received in writing a list of the repairs and the reason the repairs are being denied.
On 10/26/16, the consumer purchased a Supreme vehicle service contract from Endurance for his 2005 *** Ram SRT-10. As part of Endurance’s 2 stage verification process, the consumer was transferred to an Endurance verification representative prior to any transaction being completed. The verification representative confirmed vital information including the customer’s information, vehicle information, coverage level and scope, exclusions, and payment information. During this verification, the consumer was asked if there were any modifications to the vehicle. The consumer answered on a recorded line that there were not and the contract was activated by Endurance in good faith based on this information.
On 1/5/18, a representative from Ron *** Chrysler contacted Endurance to file a claim for repairs. The repair facility reported failures to the oil cooler lines and front ball joints. As the simple failures did not require additional inspection, Endurance authorized the claim and the repairs were paid for by Endurance.
On 1/22/19, a representative from Ron *** Chrysler contacted endurance to file a claim for repairs. The repair facility reported failures to the seat adjusters, the rear pinion seal, the upper control arms, the blower motor, the power steering hose and fittings, and the valve cover gaskets. Due to the complex nature of these combined repairs, an independent third-party inspector was dispatched to confirm the failures reported by the repair facility. During the inspection, it was noted that the vehicle had a different tire size than the factory stock size listed on the vehicle’s placard. The difference in size created a -3.66% speed variance. As no modification surcharge had been collected and applied at the purchase of the contract, the claim was subsequently declined.
Please be advised, modifications to this vehicle require a surcharge to be applied and listed on the contract at the time of purchase. As the consumer stated that there were no modifications, no surcharge was applied. Unfortunately, the contract cannot be edited during the contract period.
Endurance has offered to restart the consumer’s contract with the appropriate modification surcharge to allow the consumer to continue coverage for future repairs. At this time, the consumer has declined. If the consumer wishes to continue coverage with an appropriately qualified contract, Endurance can still restart as described above. If the consumer wishes to discontinue coverage, Endurance can issue the consumer’s pro-rata refund.
Complaint: ***
I am rejecting this response because:
Response to Business from their reply:
On 10/26/16, They are right I did purchase a warranty from Endurance. They forgot to mention that I was pressured in purchasing the warranty right then over the phone to receive the discount. It was a one-time discount that I could only get if I signed up then. I was put on a recorded line and I did answer all the questions I was asked honestly and truthfully. The person on the phone informed me that I would not need the oversized tire surcharge protection on my vehicle.
I asked to listen to this recorded conversation when I was contacted by Endurance on 3/5/19. They informed me that it would be hard to find the recorded call, if it even still existed. I would like to hear this recorded call.
On 1/5/18, Endurance did approve repairs on my vehicle. By authorizing repairs on my vehicle, they accepted the way my vehicle was equipped, and it has not changed since. They should have sent out an inspector on these repairs. I was still paying for the warranty at this time and if I would have been informed that my vehicle was not covered, we could have made correction to the policy at that time. Since they approved the repairs for this visit, I assumed that there were no problems with my warranty.
On 1/22/19, I took my vehicle in for the listed repair. They did send out an inspector to look at my vehicle. The repair facility was notified that the repair would be denied. I was contacted by the repair facility and notified that the repairs were denied. I contacted Endurance to explain why the repair were denied. They told me that my vehicle had over sized tires and that is the reason for denial. I informed them that the tires that were on my truck were the same tires that were on the vehicle when I purchased the warranty and were the same tires that were on the vehicle when the last repair were done and that there was not a problem then. According to the policy I can put an acceptable replacement tire on the vehicle if they do not modify the speedometer/odometer more than 4.0%, as they stated that they only modify it 3.66%. This falls within the requirements of the warranty. I also called the manufacture and was informed that the tire that is on the vehicle is an acceptable replacement for the vehicle. I also looked in a factory *** parts manual and that there is a tire that was available for my vehicle that is larger than the tires in question. Originally Endurance told me if I could find any information that the tires were an acceptable replacement, they would honor the warranty and do the repair. They still refuse to do the repairs using the excuse that I have oversize tires.
On 3/5/19, Endurance contacted me regarding my warranty claim. The representative from Endurance informed me that there were several options that I had. The first option was to add the oversize tire surcharge to my policy, second was to get a new policy, and third was to cancel my policy and get a pro-rated refund. I informed the representative that I was told by another representative that I could not modify my policy, I had to get a new policy. I asked how much it would be to get a new policy that would cover my vehicle? The representative check into a new policy and informed my that they would not be able to write me a new policy. I cannot decline for them to write me a new policy if one is not available. I did refuse to cancel my current policy, I believe that I have a valid policy and that the reason for denying my repair is invalid. If I decide to cancel my policy then I am agreeing that my policy is invalid, and I do not believe that my policy is invalid. I believe that Endurance is trying to find a way out of paying a claim.
I am sticking with my original answer; an acceptable outcome of this complaint would be for Endurance to honor my warranty and pay for the repairs as stated in my contract and any future repairs.
Sincerely,
Charles
Endurance activated the contract in good faith and with the belief that the information provided by the consumer was accurate. Endurance approved repairs on this contract without knowledge that the consumer provided false information in regards to the tire size modification on the vehicle. Once this modification became known to Endurance, claims were suspended as the proper surcharge had not been applied at contract start to qualify this vehicle.
Please be advised, the tires on the vehicle create a variance that would have allowed the contract to proceed if the surcharge had been appropriately applied at the beginning of the contract. As Endurance was operating on the belief that the consumer’s statement of no modifications was truthful and accurate, the surcharge was not applied. Once the modification had been noticed, Endurance attempted to correct the issue by placing the consumer in the appropriately qualified contract.
Endurance has offered to restart the consumer’s contract with the appropriate modification surcharge to allow the consumer to continue coverage for future repairs. If the consumer wishes to continue coverage with an appropriately qualified contract, Endurance can still restart as described above. If the consumer wishes to discontinue coverage, Endurance can issue the consumer’s pro-rata refund.
car was in shop at dealership due to engine problem and warranty would not cover repair. I paid $666.00 for warranty and asked for refund because warranty company would not cover car repair, As a consumer, I felt warranty should have covered repairs. Since warranty company did not pay for car repairs I feel entitled to a refund for the cost of the warranty I paid. Furthermore, I submitted any and all additional paperwork requested by warranty company and have not received a satisfactory response for my request for a refund. I was promised a pro-rated refund within 7-10 days but never received any refund payment.
Upon receipt of this complaint, an internal investigation was performed regarding the consumer’s claim and interaction with Endurance. This investigation included reviewing internal notes as well as call recordings related to the consumer’s contract purchase.
On 7/27/18, the consumer purchased an Endurance Select Premier coverage for his vehicle. On a recorded line, the consumer stated that the mileage on his vehicle was 129,100 and was provided a quote for coverage. As part of Endurance’s two-stage verification procedure, the consumer was transferred to a verification representative who confirmed the consumer’s information, vehicle information, coverage level and scope, coverage terms, exclusions, and payment information prior to any transaction occurring. The consumer was again asked if 129,100 was his exact mileage and the consumer confirmed on a recorded line that it was.
On 11/13/18, a representative from *** Ford Lincoln contacted the Endurance claims department to file a claim for vehicle repairs. As part of the claims process, Endurance acquired the vehicle’s VIN history report (attached). The history report confirmed that the consumer provided an incorrect start mileage. The claim was subsequently declined.
Endurance reached out to the consumer and offered to restart the contract using the known mileage from the claim. The consumer declined and cancelled his contract. Due to the mileage discrepancy, there was a delay in the processing of the consumer’s pro-rata refund. Endurance apologizes for this delay. The consumer’s pro-rata refund was sent out on 3/6/19 to the consumer’s address on file.
So far my voice has been heard with and urgent situation where quick actions on the part of Endurance and my warranty protection. I felt Shelia as a service representative was my cheerleader. Excellent customer follow through. TONY A. and his actions as supervisor on my behave inspired, and encouraged me to stay. I’m yet to have and emergency with my car but, the customer service departments this supervisor and customer service representative dealt with my issue swiftly. Their actions gave me options I couldn’t resist. I’m comfortable in the hands of Eudrance. I’m pleased to say at the moment I welcome the opportunity to be shown as a customer when time comes for repair service on my car that I can post again!!!
Have been paying for a warranty for the last year trying to make a claim for my engine going bad lifters and cams for the $4100 to replace they told me they do not cover Ram ProMaster 3500 because considered commercial vehicles although I do not use it for commercial use asked for my money back and was told no Also told that my contract was terminated on Feb 22 2019 and had a payment taking out of my account on Feb 27 2019
Please be advised, the consumer's commercial vehicle is not qualified under the Select Premier coverage. As the vehicle is not qualified, Endurance can provide the consumer a full refund of all monies paid in. The consumer may contact our Resolution department at and a full refund will be afforded.
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.
They Did not honor the contract, this was the cheaper way out of the contract.
Sincerely,
Joel
Denied a warranty claim on a technicality/improper wording on maintenance document. Had transmission serviced 45 days into 60 wait period to file claim for random shifting of transmission out of overdrive. Wife described as "jerking" of the transmission. Was simply the torque converter going out of lockout when applying throttle. Because the word "jerking" was used in the complaint, Endurance denied the claim 3 months later (well out of the waiting period) and refuses to reconsider. Representative refused to allow me to talk to a supervisor, refused to give me his name, refused to consider the outcome of the inspection/service during the 60 day wait period. Only relevant information that was considered was that an office manager (not a mechanic) described the transmission as "jerking", which effectively releases them from all warranty claim responsibility for the life of the warranty.
On 10/3/18, the consumer purchased an Endurance Select Premier vehicle service contract (attached). The consumer reported their exact mileage as 97016. Please be advised, the Select Premier has a 60 day and 1000 mile waiting period. Any failure that begins prior to the end of this waiting period is pre-existing and cannot be covered.
On 2/25/19, a representative from *** contacted Endurance’s claims department to file a claim for repairs. The repair facility reported that the consumer drove the vehicle into the facility with the “check engine” light on, and reported that the transmission was “jumping” and in limp mode. The repair facility reported that the transmission slips in 2nd and 3rd gear. As part of the claims process, an independent third-party inspector was dispatched and transmission maintenance documentation was requested from the consumer.
The consumer submitted a document from 10/2/18, one day before contract purchase (attached), showing a mileage of 98454 on 10/2/18. The document shows that the vehicle was brought in for the transmission “jerking”, fluid was changed as the first step in diagnosis, and the consumer was advised by the repair facility to bring the vehicle back in if the issue continued. As this document demonstrates that the failure predated the contract, the flush was not performed according to manufacturer standards, and there was a discrepancy in the mileage, the claim was subsequently declined.
In the interest of customer service, Endurance is willing to offer a full refund of the consumer’s payments, pending an agreement letter, if the consumer wishes to discontinue coverage. The consumer may contact Endurance at .
Complaint: ***
I am rejecting this response because:
As was explained already, repeatedly, the vehicle was purchased on 2 October, which is the date that is shown on the maintenance document as "Date of Delivery". This was not the date that the vehicle was returned to the dealership for the transmissions issue. The contract states I could not file a claim within the 60 day window. Of course this was the first reason that Endurance denied the claim. Then once we established that this was not the case, they immediately came up with another reason that the claim was denied. We then proved satisfactorily that that excuse did not apply and they again came up with a third reason. Clearly they have no interest in providing the service they sold me and will continue to come up with excuse after excuse as to why they won't cover it.
Also, the "pre-existing" condition they say exempted me was the torque converted going in and out of lockout at highway speeds under light throttle load. The component that failed was the transmission control unit (a computer), which suffered a catastrophic failure and stopped communicating with the ecm. These are two different systems. One mechanical and one electrical.
Also, this response in no way addresses their "customer service" representative telling me he would not allow me to speak with a supervisor, refused to give me his name and I could keep asking as much as I wanted and he would keep telling me the same thing. My options were to hang up, or continue to listen to him say no.
Sincerely,
Josh
Please be advised, the document submitted by the consumer does not show a diagnosis of a torque converter and the subsequent repair. The document does not show a failure of a TCM or subsequent repair. The document submitted by the consumer simply shows an identical complaint to the current repair, a fluid flush from the repair facility with no filter change as the first step in a diagnosis, and a recommendation to take the vehicle to a *** dealer for further diagnosis when the symptoms return.
As this failure first occurred prior to the end of the waiting period, the failure is pre-existing. Additionally, the fluid flush does not satisfy *** maintenance requirements, as the filter was not changed at the time the fluid was changed. These reasons for the decline of the repair were present in Endurance’s initial response.
Subsequent to this complaint, the consumer cancelled his contract with Endurance. The consumer’s pro-rata refund was calculated to be negative and as such, no pro-rata refund would be due per the consumer’s contract. However, in the interest of customer service, Endurance is still willing to offer a full refund of the consumer’s payments, pending an agreement letter. The consumer may contact Endurance at .
I have been paying these people for months and as soon as I file a claim they denied it. Without even looking at it they assumed what caused the failure in my transmission. Ibwas Lied to on the phone and the lady said " sir the reason your transmission failed was because you let the fluid run dry. And I said how do you know and she said well joe at the shop told me that.... So I called the shop back and joe said he never told them that and he has a recorded call saying what caused the transmission to fail. So I called and let them know that I was lied to and then they were like oh nevermind your claim got denied because its a pre existing condition. I said I never had a transmission problem at all before until then.... I had all service records for my transmission and what transmission goes out at 130k???? These people are pitiful
Please be advised, Endurance is the selling agent of this contract. The administrator/obligor is *** (UCC). This means that Endurance handles the purchase and financing of the contract and UCC is responsible for the administration (approval or denial) of claims. Endurance is not involved whatsoever in claim decisions. As the selling agent, Endurance will reach out to UCC on the consumer’s behalf and make the best case for claims to move forward, although the final decision rests solely with UCC.
On 11/15/18, the consumer purchased a *** Gold vehicle service contract from Endurance (attached). The contract has a 30 day and 1000 mile waiting period. Any failure that begins prior to the end of the waiting period is pre-existing and cannot be covered.
On 2/20/19, a representative from the consumer’s repair facility contacted the UCC claims department to file a claim for vehicle repairs. The facility reported failures to the steering, a wheel bearing, and a leaking transmission cooler line. As the Gold coverage does not list these items for coverage, the claim was subsequently declined.
Upon learning of the denial, Endurance reached out to UCC in an effort to gain a better understanding and make the case for the consumer. UCC informed Endurance that the repair facility reported that the leaking cooler line caused the transmission to fail due to the low fluid level. UCC stated that they dispatched an inspector to confirm the failures and the inspector sighted a long-term wear failure that predates the end of the waiting period. UCC upheld the denial.
Subsequent to this, the consumer contacted Endurance and requested cancellation of his contract. Endurance cancelled the contract per the consumer’s request and will be expediting the processing of the pro-rata refund. The refund will be sent out from Endurance no later than 3/22/19.
Endurance is sorry for the frustration experienced by the consumer and is committed to the highest level of customer service between Endurance and the consumer.
If the consumer wishes to contact UCC, their claims administrator, they may do so with the following information:
***, Inc.
P.O. Box ***
Greenwood Village, CO 80155
Telephone #:
Endurance gave me peace of mind when I bought a used vehicle with no included warranty. The customer service members, from sales to accounting, are all polite, professional and happy to help. The payments are reasonable and they are very open and honest about what their coverage provides and knowledgeable about what your needs may be. I highly recommend them. Also, I love the fact that they gave us a discount because we live in NC, which is where the company is based. If you are looking for an honest extended warranty company, Endurance is your best choice. When my kid gets her first car in two years, they'll have my business again, without a doubt!
They sell you a policy knowing that you have a high mileage vehicle. Then when my transmission went out, they denied the claim ( after 9 days of waiting for the adjuster to do his part ) saying that it from wear and tear from the high miles on the vehicle. Huh?? Isn’t that the reason for the policy. They lie when they tell you that you’re covered for replacements, and labor. Avoid these cheats at all cost. My mechanic told me that he didn’t know why it failed, so how does the adjuster know? DO NOT BUY ANYTHING FROM THESE LIARS, AND CHEATS. Customer service is terrible too.
The individuals I have dealt with to date have been friendly and professional. They have done all in their power to resolve my issue in a manner that allowed for a successful conclusion.
I continually call this company about every month for several years telling them to stop mailing and calling me. I have never had their service nor will I ever have their service. I keep telling them to stop calling and stop mailing their junk mail. I will never have their services as I always buy an extended warranty when I purchase every vehicle I buy. I keep telling them to stop but every month I keep getting more junk mail saying that is final attempt but the following month I keep getting more of them. I want it stopped immediately. Normally they never put their address down in return address spot but this time they did so I was finally able to file a complaint against them. The only way to contact them in the past was always having to call them but they never stop I keep getting their junk mail time,after tme after time. I am tired of them not listening to my complaints. I have even talked with supervisors many times and even they will not stop this issue. That is a dirty way to advertise their lousy business. I am sick and tired of this.
Upon receipt of this complaint, Endurance performed an internal investigation into any past interaction with the consumer. On 2/6/19, the consumer contacted Endurance in regards to a mailed advertisement that he received and requested to be placed on our Do Not Mail database. The representative placed the consumer on our internal Do Not Mail database at that time. On 2/22/19, the consumer contacted Endurance to verify that the previous request had been fulfilled. He was advised that he had been placed on the Do Not Mail database. Endurance has no record of any interaction with the consumer prior to the 2/6/19 call, and it is possible that the consumer has been contacting other companies in the industry. Endurance immediately complied with the consumer's request on 2/6/19.
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 can confirm that 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.
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,
Kenneth
The reason you buy an extended service contract is because you want to make sure your vehicle can operate safely and in the manner it was designed. Addressing issues that arise in a timely manner and servicing your vehicle are part of that process. Unfortunately, I feel I just got penalized for doing what you're supposed to do. Dropped my vehicle at the dealership after hearing a noise coming from the front suspension. Dealer inspected the vehicle and stated the Sway Bar bushings were bad (split) and needed to be replaced. Endurance sent out an inspector who deemed the failure to be pre-existing even though I had been driving the car for 2 1/2 months and had never heard any noise coming from the front end until just prior to dropping the vehicle off. Just spent over 2 hours on the phone with multiple people at Endurance. They state they are 100% sure the issue with my vehicle was pre-existing even though the noise appeared just days ago. No wavering from that and NO possibility that the part could have, because of age and use, just failed. The initial claim representative disconnected our call after 30 minutes. Called back and spoke with 3 more people who all gave me the same excuse, pre-existing condition. My point - this is an 8 year old car with 41k miles and has been in AZ most of it's life and driven sparingly. The part that failed is made of rubber, which most-likely experienced some deterioration over time but was still functional when I purchased the vehicle. It wasn't until operating the vehicle under normal mileage and driving conditions that the part failed. If it had been preexisting, I would have heard the noise during the presale process and would have addressed that with the dealership at purchase. Endurance states it was not "catastrophic failure" and I disagree. The part was functional and then it failed.
Please be advised, Endurance is the selling agent of this contract. The administrator/obligor is *** (UCC, listed on page 1 of the attached contract). This means that Endurance handles the purchase and financing of the contract and UCC is responsible for the administration (approval or denial) of claims. Endurance is not involved whatsoever in claim decisions. As the selling agent, Endurance will reach out to UCC on the consumer’s behalf and make the best case for claims to move forward, although the final decision rests solely with UCC.
On 12/12/18, the consumer purchased a *** Platinum Plus from Endurance. The Platinum Plus has a 30 day and 1000 mile waiting period before repairs are eligible. Any failure that the administrator determines first began prior to the end of this waiting period is considered pre-existing.
On 2/22/19, a representative from the consumer’s repair facility contacted the UCC claims department to file a claim for vehicle repairs. The repair facility reported that the right front lower control arm boot was torn and had leaked out all the lubricant and that the stabilizer bushings were loose. Based on the length of time that the contract had been in force, UCC determined that the failure had begun prior to the end of the waiting period and the claim was declined.
On 2/26/19, the consumer contacted Endurance in regards to his declined claim with UCC. Endurance reached out to UCC for more information and relayed to the consumer that UCC had deemed the issue pre-existing. Although Endurance did advise that the consumer did not notice the failure until recently, UCC confirmed that the denial was final. To help offset the cost of the repair, Endurance agreed to take care of a monthly payment for the consumer and apply a policy discount. The consumer requested instead to cancel his contract and receive his pro-rata refund. In the interest of customer service, Endurance expedited the processing of the refund. The consumer should receive their refund check no later than 3/15/18.
If the consumer wishes to contact UCC, their claims administrator, they may do so with the following information:
***, Inc.
P.O. Box ***
Greenwood Village, CO 80155
Telephone #:
Alvin was awesome. Best customer service I have had in a long time.
I had such a Great Time talking To Tiffany ***. She help me so much. I so greatful for her She rocks all. All 5's hand up.
I signed up for Endurance's Extended Warranty Program last year hoping to not have to use it. I've been a good paying customer for several months. Earlier last month (January), I noticed my car would jerk occasionally while driving and it started making a sound louder than normal. Thankful that I had Endurance's policy, I took it to my local *** dealership to have it looked at. The dealership determined that the transmission had gone bad in my 2013 *** with 87,xxx miles. I had been so thankful that I purchased the warranty program from Endurance and gave them a call to let them know. They said that they would have to send an inspector out to look at the car (which took many days and a lot of back and forth). After the inspector looked at it, he confirmed that the transmission needs to be replaced. Endurance then asked me to send all maintenance records to them so they can verify that I maintained it as specified by the manufacturer (I sent over and there were no issues). I then called them again to see if my claim can move forward and I found out that they wanted to send another inspector out and they wanted to do a tear down of my transmission to see what the cause was. This cost $1,800 and the rep on the phone said once the claim is approved Endurance will pay for it & the likelihood of it being approved is high. A week later, I found out that there is apparent "wear / tear" damage in a belt in the transmission which caused the issue and as a result, Endurance will not approve my claim. Additionally, they will not pay for the breakdown cost of $1,800. I called Endurance and asked them for assistance/guidance on how I can move forward, and the rep suggested taking out a loan from Endurance! At this point, I've paid $585 in monthly premiums to Endurance. I'm being asked by the dealership to pay $1,800 for the breakdown and an additional $3,900 for a new transmission ($6,285 total). I need help from the Revdex.com to figure out what I can do.
On 1/15/19, a representative from Hudson *** contacted Endurance’s claims department to file a claim for repairs. They reported that the vehicle had been driven into the shop with a “check engine” light on, and reported a failure to the transmission. As the repair facility was unable to diagnose the specific cause of failure and extent of damages, Endurance requested that they get the customer’s authorization for additional diagnosis. Upon further diagnosis, the repair facility reported the cause of failure as a worn out CVT belt. As wear and tear is not an eligible failure on the consumer’s contract (see page 2, “Breakdown” on the attached contract), the claim was subsequently declined.
As the consumer’s contract excludes the cause of failure on this claim, Endurance is unable to participate in the cost of repair. In the interest of customer service, Endurance would be willing to offer a full refund to the consumer if they wish to discontinue their contract. If the consumer wishes to accept this offer, they may contact Endurance’s Resolutions Team at .
Great service!