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 started a contract with Endurance Warranty and the contract did not take effect until 60 days and 1000 miles. The contract went into effect on June 9th. I had complications with my vehicle on June 16th and had the vehicle towed to Phonka Nissan in Fredricksburg VA. The shop looked at my car on that Monday the 18th, and determined that my car was having transmission problems. I called Endurance to notify them of the claim and they stated that they would be sending a representative out to check the claim. When the representative got to the facility he told Nissan that my claim would be denied because of the burnt fluid and the date that my car was brought in. Nissan called and notified me of the claim denial and told me to call Endurance. Upon calling Emdurance I was told that my claim was denied due to me bringing my car in on the 9th, the day my policy took effect. I explained that my car was at the dealer on the 16th and was checked on the 18th. This back and forth went on for over a week. I was told that each conversation was recorded. I sent a copy of the tow receipt to Endurance and was told that they would consider this, but there is still the issue of the burnt fluid. Nissan stated that they could send the fluid to the Lad for $100. When Nissan received the test results back, the fluid came back good despite the fluid being burnt. I had Nissan send the information to Endurance, so that my claim could be reconsidered due to the fact that I was told on several occasions that my claim was denied for the fluid and the date of service. I was even questioned on the fluid that was tested coming from another vehicle. The representative I spoke to eluded to the fact that myself or the dealer could have switched the fluid. Once I called Endurance back they now told me that I would have to Authorize the tear down of the transmission, and they would not advise that because if there is something else wrong they would not pay. My claim is denied as of now.
The consumer's repair facility contacted Endurance on 6/18 to begin a claim. The service adviser reported that the vehicle entered the repair facility on 6/9, 1 day outside of the consumer's claims waiting period. Endurance's claims agents evaluated all diagnostic information, including a report from a third-party inspector sent to verify failures. As the failures were determined to be long-term and not failures that would occur same-day, the repair was declined as a pre-existing condition.
The consumer subsequently forwarded a tow service invoice to Endurance showing that the vehicle entered the repair facility on 6/16, 8 days outside of the claims waiting period. Upon review of this invoice, Endurance's claims supervisor corrected the loss date on the claim. Upon re-evaluation of the claim information, it was found that the long-term failures noted on the vehicle still would have occurred prior to the end of this claims waiting period. Endurance's Customer Service Manager contacted the consumer and advised him of this information. The consumer indicated that he understood.
Endurance will confirm that the failed components, once replaced by the consumer, are eligible for continuing coverage under the consumer's contract after any implicit parts warranty has expired.
Endurance is committed to the highest level of customer service and looks forward to developing a continuous relationship with each and every consumer.
I signed up with them in May 2018. I explained that at the time I was out of work on workers comp and would not be able to make a payment until the end of June or sometime in July. That said it was no problem and they would work with me on it. Then the cancellation threats started coming in. I called and let them know I could make a payment July 15th. Then I got a cancellation notice that I would be cancelled by the 13th. I called them back and said I could make a $200 payment. My bank notified me of a fraudulent entry of $309.88 that came in as ***. I had no clue who *** was. Then it hit me. I called endurance. They use *** to accept payments. Well, about a month ago they tried taking money out of my account without my consent. They did not have consent to take out more then $200. They drained my bank account leaving me with absolutely NOTHING!. I am done trying to work with them. Their word is no good to me. I've kept my end of the deal but they have not. Now, I want my $135 down payment back and I will seek another car warranty place.
The first time they depleted my bank account without my permission on taking NOTHING from me, it about ruined my account. It went into my overdraft account. I have reported them to the back. I did not approve them to take out anything but $200 today. Therefore, I will not do business with them ever again and I want my $135 down payment back as well! It would be only fair!
The $309 that had been charged to the customer had already been refunded by the time this complaint. Upon receiving this complaint, the Customer Service Manager for Endurance reached out to the consumer to discuss a resolution. The consumer and the Manager determined that it was mutually beneficial for a fresh restart of the coverage to bring current all outstanding obligations. Additionally, the Manager applied a $130 discount to the consumer's policy to offset any incurred banking fees.
Endurance is glad that we are able to continue building our relationship with the consumer and strives to provide the highest level of customer service.
This is the second time I have filed a complaint on the company for them not honoring the vehicle service contract which I purchased. I have been to 2 different BMW certified repair shops for this very problem and keep getting the run-around from Endurance. The problem is with a covered part, the transfer case of my BMW X3 according to both repair shops. Endurance will not authorize the repair/replacement of the transfer case as they claim that the transfer case has to be taken apart and diagnosed(which is bull***) According to both repair places, no one tears apart a transfer case but instead replaces the whole unit as the parts for that particular transfer case are not available and the standard course of action is to replace the whole transfer case. I am at a place where the practice and policy of Endurance is to not honor there commitment to the warranty by placing demands on the repair shop/customer that are going to make it impossible to get the repair covered. I am asking for a full refund of all the money I have paid to this shotty business on this policy or a full and immediate repair of this vehicle. The contract number for my policy is ***.
Please be advised that the nature of the tear down is not to replace internal parts of the transfer case, but simply to determine the initial cause of failure. Endurance’s claims agent advised the consumer’s service advisor of this and the service advisor indicated their understanding. The service advisor indicated that the consumer’s chosen repair facility refused to perform this tear down and further diagnose the vehicle.
Endurance’s Customer Service Manager reached out to the consumer and advised them of the above. If a repair facility is able to tear down the transfer case to determine the cause of failure, the claims process can continue. Please note that this is not explicit authorization for the claim. If the cause of failure is found to be coverable, diagnostic including the teardown will be eligible for payment. If the cause of failure is found to be non-coverable, the consumer will be liable for the cost of the teardown.
In the interest of customer service, the Manager offered at this time a full refund to the consumer if he chooses to discontinue his coverage. The consumer advised that he would discuss with the other policyholder and contact the Manager with a decision.
Took my 2010 traverse to shop, The initial diagnose was loose timing chain, upon further inspection and tear down the timing chain guide was found to be broke. The shop called back told the warranty company what was found, they still said it was going to be denied, that the timing chain guide was not a lubricated part,(Which it is)and that the chain caused the guide to break ,with out even sending a inspector out to verify which should always be done when there is dispute. They also said it wouldn't be coved anyway due to the high miles I had on my vehicle. Upon inspection of the timing chain guide there is no signs that the timing chain was the cause of the timing chain guide failure , they also said due to high mileage they would not cover any wear and tear part in my engine. If the Administrator, Interstate National Dealer Services of Florida automatically denies claims based on high vehicle mileage then Endurance fraudulently sold us a extended warranty policy that will basically cover nothing in our engine or transmission because they can always find away to blame the cause of failure on a wear and tear part. During the process of try to get my repair covered, we were told to start a new claim on the timing chain guide which Interstate refuse to let us do. Interstate is the one they send there claims to. We were told more than once that our shop were liars from Endurance. We have been treated very badly during this whole process, We bought this Extended Warranty with 274,09 miles on my vehicle and to tell us now that we have to many miles for the warranty to cover is unacceptable, It should of never been sold to us if it wasn't going to cover broken parts. We have all documentation Please call to discuss documentation .We are asking for a full refund and for our claim to be paid we should of never have been put through what we had to go through Thank your time and help in this matter. Terr
Please be advised, Endurance is strictly the seller of the vehicle service contract. Interstate National Dealer Services (INDS) is the administrator/ obligor of the vehicle service. This means that INDS administers (approves or denies) the claims and is obligated to pay the approved claims. Endurance plays no role whatsoever in the approval or denial of claims.
Our office, as the seller of the policy, gets involved on numerous occasions when the vehicle service contract company denies a claim by calling the company on the consumer’s behalf to ascertain why the claim was denied and to put forth the best case for the warranty company to approve the claim.
On June 11, a representative from Dean’s Automotive called INDS to file a claim on the consumer’s vehicle. They mentioned a rattling noise, but did not have diagnosis available at the time.
On June 13, the repair facility contacted INDS to continue the claim. The repair facility stated that a tech “found the chains worn to point that they are not indexing on the sprockets correctly”. As the consumer’s policy does not cover wear and tear failures, the claim was declined.
On July 11, the consumer contacted Endurance to cancel their INDS vehicle service contract and receive their pro-rata refund. To facilitate this process, Endurance mailed a cancel request form to the customer to collect the final mileage necessary to process the consumer’s refund. In the interest of customer service and to expedite this process, Endurance has used the mileage stated on the claim as the final mileage for the purposes of refund calculation. The consumer’s pro-rata refund is scheduled to be mailed on 7/20.
Again, Endurance is strictly the retail seller of the vehicle service contract. INDS is the obligor of the vehicle service contract for the consumer’s vehicle and approves or denies the claims against the contract.
The contact information for Interstate is as follows:
Interstate National Dealer Services
6120 Powers Ferry Rd NW, Suite 200
Atlanta, GA 30339
Complaint: 12962806
I am rejecting this response because: They are not telling the full story and we did cancel but not for proration, Yes they are the one's who sold the policy which turns out to be sold to us frogilently, Because it won't cover anything on our vehicle engine or transmission with the amount of miles on it at the time of purchase, We are asking for a full refund or claim to be paid.
Sincerely,
Terr
Please be advised that the consumer was sold a coverage for which the vehicle was rightfully qualified. Upon an internal audit of the initial sales call, no misconduct was found to have taken place and no misinformation was provided by any Endurance agent. The contract was found to have been rightly applied and verified as such to the consumer by Endurance’s designated verification agent.
The consumer was given a 30 day period whereby they could review the Interstate Xtra Custom contract and receive a full refund if they did not accept the terms. Per page 3 of the contract,
“Failure” refers to the Failure of a defective part or faulty workmanship as supplied by the Manufacturer or Dealer, but does not include gradual reduction in operating performance due to wear or tear or damage resulting from Failure of non-covered parts.
Please note that, while wear and tear failures do occur, not every failure on a vehicle is a wear and tear failure, and classification as such is based on the specific cause of failure on a case by case basis by the administrator, Interstate National Dealer Services.
The contract has been cancelled by the consumer and, in the interest of customer service, the mailing of the consumer’s contractually-specified pro-rata refund was expedited and the refund was mailed on 7/20/18.
At this time, Endurance has fulfilled all obligations as the seller of the contract. If the consumer wishes to further dispute their claim, Endurance recommends contacting the administrator, Interstate National Dealer Services. As the selling agent, Endurance has no say whatsoever in the administration (approval or denial) of claims.
The contact information for Interstate National Dealer Services is as follows:
Interstate National Dealer Services
6120 Powers Ferry Rd NW, Suite 200
Atlanta, GA 30339
Client Relations: 800-942-0400
Claims: 800-526-0929
Complaint: 12962806
I am rejecting this response because:
We have been told several times due to mileage things would not be covered, we have this all on recordings, they also said our shop was a liar several times , again a useless extended warranty was sold to us , Again the FAILURE was not due to WEAR AND TEAR IT WAS A FAULTY PART!! Again we want the repair paid for or full refund of premiums made .
Sincerely,
Terr
They sent misleading letters and scare tactics to try and get you to buy their 3rd party auto warranty. The letter is meant to look like an auto repair bill on your specific vehicle with repairs of almost $13,000. "Call today so you don't have to pay these repairs"
After completing a complaint with the Revdex.com last month I was promised by a manager D. *** that my vehicle would be repaired, a month’s premium was being waived, and my reimbursement for my rental was being rushed. Weeks later and no check has been received. I’ve called multiple times and a manager is never available to speak with or calls back. They told my mechanic that I would only receive partial reimbursement which isn’t what the manager or customer service Rep Zoe told me on 6/20/18. My car was in the shop for over two weeks while they went back and forth over claim information and I only rented a vehicle for one of those weeks. Horrible company and customer service. This company is the biggest thieves and will keep transferring you to no end without resolution. Take your money elsewhere!!! My previous Revdex.com complaint was updated as “resolved” because I wasn’t aware of the time restrictions on replying. This ongoing issue has not been resolved
Upon resolution of the previous complaint, Endurance agreed to reimburse the consumer for her incurred rental up to the full contractual amount. The consumer returned the vehicle to the repair facility on 7/6/18 to continue the claims process. The eligible reimbursement may take up to 10 days to process and the consumer's reimbursement check was scheduled to be mailed on 7/17/18. In the interest of customer service, this was expedited to 7/11/18.
Endurance apologizes for the frustration expressed by the consumer over this timeline and strives to provide the highest level of customer service.
Upon resolution of the previous complaint, Endurance agreed to reimburse the consumer for her incurred rental up to the full contractual amount. The consumer returned the vehicle to the repair facility on 7/6/18 to continue the claims process. The eligible reimbursement may take up to 10 days to process and the consumer's reimbursement check was scheduled to be mailed on 7/17/18. In the interest of customer service, this was expedited to 7/11/18.
Endurance apologizes for the frustration expressed by the consumer over this timeline and strives to provide the highest level of customer service.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12959785, and find that this resolution is satisfactory to me.
Sincerely,
Gwendolyn
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12959785, and find that this resolution is satisfactory to me.
Sincerely,
Gwendolyn
Mr. Alvin P was a true professional. He provided complete insight. As a result of his level of expertise, he exceeded my expectations. If I could give him a ten stars rating I would. Please reward this young man for his selfless actions.
I recommend using Endurance Warranty to anyone in need of a reliable auto warranty. Mr Tony *** helped me with an issue. He's attentive and professional. He's the Best!!!
I has questions about my policy. I spoke to Vernetta and she was awesome in answering my question!!!!
Took my vehicle in due to a hard shift problem to a licensed repair facility. Repair facility filed a claim with Endurance for engine mounts being broken .Repair facility was instructed that claim was denied due to it being a wear and tear item .Now my issue is engine mounts are covered under my warranty and this is my very first claim filed with Endurance .I have spoken with about 10 licensed Mechanics and even the service manager of the facility and was instructed that it’s stated in my contract that it’s covered . Endurance claim that it is a wear and tear item which service facility and manufacturer stated every part on a vehicle can wear out nothing on a vehicle is designed not to break down . I have being paying on this warranty with no issues but they refuse to honor their contract and cover the item stated .
Upon receipt of this complaint, the Director of Customer Service for Endurance reached out to the consumer regarding his denied claim. In the interest of customer service, Endurance will be providing a $200 discount to the consumer’s contract, as well as a $150 goodwill check for a total compensation amount of $350. The consumer’s contract will stay in force.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12949102, and find that this resolution is satisfactory to me.
Sincerely,
Kevin
I purchased a vehicle service contract from Endurance LLC in March of this year. I honored the waiting period (time and mileage).before I filed a claim to have my vehicle repaired. Endurance denied the costliest part of my claim alledging it was a “pre existing condition.” Endurance breached our contract so I cancelled my policy and paid for the other part of the repair on my claim entirely out of pocket. I have not received my refund of the down payment and 3 months worth of subsequent payments.
Upon receipt of this complaint, the Customer Resolutions Manager for Endurance reached out to the consumer to discuss the claim. The consumer opted to cancel his contract. In the interest of customer service, Endurance will be providing a full refund of all monies paid in. A check was sent to the consumer on 7/6 and is due to arrive on 7/10.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12947549, and find that this resolution is satisfactory to me.
Sincerely,
Bernard
Great with helping in what to do MR art was a pleasure will update throughout process
My experience was very deplorable from start to finish. I got so many run around about concern that I have. I will be making filing complaint to the better business.
My 2011 BMW X6 has a engine failure due to a solenoid issue. Documentation has been forwarded to them stating the failure not cause by myself. My vehicle has been in the dealership for 4 weeks and they are not willing to process my claim. They state they don’t have the information needed. Dealership contacted them, I was told it was under review I call and they say that they need more info. There in no more info to be had the cause of failure is in print for which the warranty people have. They refuse to send a adjuster out to clarify issues with my vehicle. This is my first claim with them. I have their top shelf policy. Dealership stated that they don’t want to send adjuster when claim was first submitted. I’m a single father and I need my vehicle. Every time I call they give me the same excuse upset management is reviewing my claim they have been for 4 weeks. I wouldn’t mind by they are not denying or accepting my claim. Instead of getting an adjuster out to difinatively determine the failure the play phone tag with me. I need my vehicle repairs it’s coved under the terms of my warranty.
Please be advised that Endurance is the selling agent for this contract. The administrator/obligor is Interstate National Dealer Services (INDS). INDS is responsible for administering (approving or denying) claims and is obligated to pay the approved claims.
At this time INDS has authorized the consumer's claim. Endurance is sorry for the delay caused by the administrator and in the interest of customer service, will be sending a goodwill check in the amount of $200 to the customer to offset incurred expenses.
Customer service team is great! Alvin did a great job.
Alvin has outstanding customer service and helped me out with everything I asked for I would recommend him to everyone whos need help with any questions they might have about the plan he deserves a 10 out of 10!!!
Received exceptional Customer Service from a representative name “Max”. Without getting too deep into the weeds, let’s just say that Max provided a level of care that you would typically expect from a family member. He went above and beyond of what I would consider “Customer Service”. If you’re reading this, thanks Max. Just when I thought all hope was gone when it comes to Customer Service, you some how managed to raise my level of expectations.
I want to thank the representative (Mr. Allen) for the terrific customer service. The entire experience with Mr. Allen was excellent. He was patient as well as professional to make sure of satisfaction to my problem. So I want to thank Mr. Allen again for his excellent customer service.
Great experience. Eddy *** was great.
Contact Endurance
Customer service manager Eddie ***.
He was a great help in helping on my payment issues.
Service was awesome.
Thanks