Endurance Warranty Services

At this time, the consumer's contract and claim are under review by Management. An Endurance agent will be reaching out to the consumer by phone the morning of 4/28.

Please be advised, every Endurance contract has qualifications to ensure that each vehicle is in the correct level of coverage. Prior to any sale, an Endurance verification representative asks a series of questions to each consumer, including "Are there any modifications to the vehicle such as oversized or undersized rims or tires?". In the case of this consumer, a review of the recorded call revealed that he answered that there were not. The contract was activated as normal.

Upon the filing of the consumer's claim, an independent third-party inspector was dispatched to confirm the failures reported by the repair facility. During this inspection, the inspector noticed and photographed the tire size mounted to the vehicle, as well as the placard on the vehicle that specifies stock tire size. As the mounted tires were different from stock and the consumer's contract does not allow for any modification without payment of a modification surcharge at the sale of the contract, the claim could not be authorized.

The consumer subsequently cancelled his contract. While this would normally result in a pro-rata refund due to the inaccurate information provided upon contract sale, Endurance does not believe that this was intentional misinformation. As such, Endurance will be providing a full refund to the consumer. The refund will be sent out on 4/28 to the consumer's address on file.

On 7/23/18, the consumer contacted Endurance and purchased a Platinum Plus vehicle service contract, administered by United Car Care.

On 2/6/19, after the consumer's payment account was overdue, Endurance contacted the consumer, who stated that he would make the overdue payment the following week. The payment was made on 2/21/19.

Over the next several months, Endurance made multiple attempts to contact the consumer in regards to his overdue account, leaving voicemails on 5/24/19, 6/3/19, 6/25/19, 7/3/19, 7/18/19 and 7/25/19, sending emails on those days as well. Endurance additional left voicemails, sent emails, and sent text messages in regards to the overdue account on 8/27/19, 9/4/19, 9/11/19, and 9/17/19. Endurance received no contact from the customer during this time.

On 9/26/19, after several months of attempting to reach the consumer, the contract was cancelled due to non-payment. The consumer was sent a letter, a text message, and an email about the cancellation, advising that the account can be reinstated within 30 days and is ineligible after that period.

On 9/27/19, the consumer contacted Endurance and requested reinstatement of the contract. Endurance collected overdue payments, deferring one to allow reinstatement of the contract. Endurance informed the consumer that the next payment was due on 10/23/19.

On 10/29/19, after the account was again overdue, Endurance attempted to contact the consumer, leaving a voicemail and sending an email. Endurance made the same attempt on 11/7/19, again leaving a voicemail and sending an email and text message.

On 11/26/19, the account again cancelled due to non-payment. Endurance attempted to contact the consumer, leaving a voicemail and advising that the account can be reinstated within 30 days.

Endurance attempted to contact the consumer in regards to reinstatement on 12/2/19 and 12/20/19, leaving voicemails, sending emails, and sending text messages each time.

On 3/30/20, the consumer contacted Endurance to reinstate the account. As it had been 5 months since the cancellation for non-payment and 7 months since a payment had been made on the account, it was beyond the 30 day reinstatement period and the account was ineligible for reinstatement.

Please note, a search of call and activity history did not locate any time at which the consumer requested cancellation. Endurance received no phone call in regards to cancellation, nor did Endurance receive any letter requesting such. The only contact that Endurance had with the consumer after the initial sale was in regards to the overdue account and two subsequent cancellations due to non-payment.

Per the consumer's contract, page 14, "In the event YOUR CONTRACT is cancelled for non-payment, no refund will be due." As the consumer's contract cancelled for non-payment, no refund would normally be due.

In the interest of customer service, Endurance will agree to send the consumer a check for the final monthly payment that was made on 9/27/19. The check will be sent out on 4/20/20 to the consumer's address on file.

Please be advised, the consumer's contract has a 30 day and 1000 mile waiting period before claims can be filed thereunder. Any failure that first occurs during or prior to this waiting period is not eligible for coverage.

On 2/10, the consumer's repair facility contacted Endurance to file a claim for repairs. The repair facility reported that the consumer drove the vehicle into the repair facility with an illuminated check engine light, stating that the light had been on for 2 days. The mileage on the vehicle at the time was 628 miles past the end of the waiting period. The repair facility diagnosed a failed fuel pump. As the fuel pump failed suddenly and outside the waiting period, Endurance authorized the claim. Payment was rendered to the repair facility upon completion of the repair.

On 2/27, the consumer's repair facility again contacted Endurance to file a claim. The repair facility reported that on 2/22, the consumer drove the vehicle into the repair facility with an illuminated check engine light. The mileage on the vehicle at the time was 695 miles past the end of the waiting period. The repair facility reported a stretched timing chain, along with a fully extended and stretched tensioner. As part of the normal claims process, Endurance sent an independent third-party inspector to confirm the failures. Upon receipt of the inspection report, it was noted that the timing spec, per the repair facility, was -4 degrees. The consumer's vehicle was at -7.16, an excessive variance. The tensioner was confirmed to be incredibly overextended due to stretched chains. Please be advised, the timing chain will stretch gradually over a long period of time. The tensioner will attempt to account for this stretch by extending until it can no longer keep tension. Unfortunately, this very long term failure first began prior to the end of the waiting period. As such, this pre-existing issue could not be authorized.

Please be advised, Endurance will always assess the contract terms and conditions as written and according to the evidence. When the cause of failure meets contract terms, such as the fuel pump, they may be authorized. When the cause of failure does not meet those terms, such as the timing chain failure in this specific case, they cannot be authorized.

Per the consumer's request, she has been sent a Claim Summary Letter. In addition, per the consumer's request in the complaint, the contract has been cancelled at her request. While this would normally result in a pro-rata refund, Endurance has instead issued a full refund to the consumer. The check was mailed on 5/1 to the consumer's address on file.

Please be advised, Endurance is the selling agent of this contract. The administrator/obligor as listed on page 2 is National Administrative Service Co. (NASC). This means that, while Endurance handles the marketing and sale of the contract, NASC is responsible for claims administration (approval/denial) and Endurance has no say in claims decisions. As the selling agent, Endurance will reach out to the administrator on the consumer's behalf and make the case for the claim to move forward.

Upon receipt of this complaint, Endurance contacted NASC for an explanation of the claim. NASC stated the the front axle joints were worn out due to time and mileage. NASC believed this failure was long term enough to pre-date the end of the consumer's waiting period. The administrator declined to reconsider.

On 4/17, the consumer contacted Endurance to cancel the contract. Endurance complied with this request and the contract was cancelled. This would normally result in a pro-rata refund for the consumer. However, in the interest of customer service, Endurance will be providing a full refund to the consumer. The refund will be sent out on 4/28 to the consumer's address on file.

Please note the consumer has a stated-component level of coverage. This means that all eligible components are listed on pages 4 and 5 of the contract (attached). Any part not listed is not eligible for coverage. Per page 6, Exclusions, "Coverage is not provided under this Contract: For any part not specifically listed in the Schedule of Coverages."On 3/3/20, a representative from the customer's repair facility contacted Endurance and filed a claim for repairs. The repair facility reported failures to the brake light switch and rack and pinion. As these items are not listed for coverage in the consumer's contract, these items could not be authorized.

On 3/6, the repair facility called back and reported a failure to the transmission. As part of the normal claims process, an inspector was sent to verify the failure to the transmission as reported by the repair facility. Upon receipt of the inspection report, a specific cause of failure (COF) and the extent of damages could not be determined. A COF is necessary to ensure that the repairs performed are necessary and correct. and to decrease the likelihood that the consumer will have to return for the same failure. To determine the COF, Endurance requested that the repair facility get the consumer's authorization for additional diganostic, called "teardown".On 4/7, Endurance was notified that teardown had been completed. The repair facility stated that the failed component was the torque converter. Please note, the consumer's contract sates for coverage:"TRANSMISSION: All lubricated internal parts contained within the case. Computer modules & solenoids; filler tube & dipstick; vacuum modulator; and internal linkage. Transmission case ONLY if damaged by the Breakdown of a lubricated internal part." As the torque converter is not contained within the case, the claim would not be authorized. However, Endurance wanted to be sure of the cause of failure before issuing any decline to ensure that every avenue for the claim was explored. Endurance dispatched a second inspector to confirm the COF.On 4/9, Endurance received the inspection report. The report confirmed what the repair facility had found, that the torque converter was the cause of failure. As the torque converter is not contained within the case, nor is it listed by name, the repair could not be authorized.Subsequent to the claim, an Endurance representative reached out to the consumer to offer asssistance. The representative offerred, among other things, to leverage Endurance's longevity and connection in the automotive industry to help source parts and a decreased labor cost to assist in lowering the cost of repair. When the Endurance agent called back to the consumer with the new, lowered quote based on parts and labor sourcing, the consumer declined all assistance and stated that she no longer wanted to discuss.At this time, the contract is active and eligible for future claims. If the consumer wishes again to take advantage of parts and labor sourcing or any other assistance, she may contact Endurance at 866-432-4443.