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 will never buy another Endurance Extended Warranty Plan. They deny claims that should be covered and when I called them their representatives were the worst customer support reps I've ever dealt with. I escalated to a manager and that's when I found out why their support reps act the way they do. The manager would not listen to me at all. He interrupted and called me a liar. I caught him dancing around several lies of his own to cover his own Bu^^. This was the worst experience with any warranty company that I've ever encountered.
I have had an awful experience with Endurance and have lost complete faith in this company. I was driving my vehicle when the warning lights turned on and immediately pulled off the freeway to safety. It took a number of days for a "third party" to inspect the vehicle, they denied any payment according to my service dealer because they stated that I was operating the vehicle after the warning light had turned on. They did not provide me with any objective evidence of this being the case, I can say I drove for an extremely short time because I felt it was necessary to get to safety and not be stopped in the middle of a busy freeway.
They said they would not reimburse me for the tow, and so I called to speak with the company regarding all of the above. The customer service was unprofessional, they were rude to my wife and when I called I was equally unsatisfied. I spoke with the Claims Department Manager *** he said on the phone, something to the effect of: "Well, you should have noticed radiator coolant all over the driveway if you were paying attention." For the record, we are very observant and take excellent care of our vehicles, there was no point at which we observed any liquid or coolant underneath the vehicle. I was quite offended at his suggestion, and the fact that he thought this sufficed as evidence to deny a claim.
I guess we will see if they attempt to rectify the situation, at the end of this aside from the inconvenience of the delay in having the third party inspect the vehicle, their refusal to cover towing, their confusing denial after third party inspection, I only wish there was an option to give a rating of 0/5 stars, because I feel that I've received zero assistance and Endurance has been of zero value to me and my family.
I will update this review (positive or negative) pending further outcome of this issue.
Chris was very helpful and corrected an issue I had with no problem and with assurance. I had an issue with a previous rep Kiara and was ready to cancel, but Chris saved me as a customer. I will continue business with them especially when you have excellent customer service reps like Chris.
they will sell you this warranty for your vehicle which has over 100k miles. however when you have a repair (oil pressure sensor) they refuse to pay it telling you because your truck has over 100k miles sensors are not covered. 100$ a month for 6 months out the window because I got taken by a company claiming coverage for cars with over 100k miles...this is false. it is a lie. it is theft by deception.
I purchased a 2011 ***, I noticed that 2 of the rims had been damaged and were leaking air, so I purchased 4 new tires and rims about 4 days after purchase. I then purchased a warranty from Endurance ( based on their Revdex.com rating and great customer service from their sales person). I drove the car to and from Dallas a few times and to and from work with no problems. On a trip from Dallas the check engine light came on. I took the car into *** and provided them my warranty card. *** stated that they contacted the warranty company who stated the claim was on hold until they received receipts from recent service appointments which myself and the warranty company provided multiple times, seems they kept getting lost or something. However they finally found them after a few days, they then told *** that they would not approve until an inspector came out. The inspector reported back to Endurance and they denied the entire claim based on modified tires, which information I provided to the sales rep when I purchased the warranty. Per the rep the tires have nothing to do with the repair. The claims agent explained to me when I called that the claim is denied and Can Not be reopened. This has been a week and a half process to figure out a way to deny my claim. The claims agent had me read the exclusion statement letter G which states that the denial is based on modification of tires, however the exclusion specifically states the denial is, "if" there is a variance of 4% higher from the odometer/speedometer reading. Per the agent, the tires I have on have a variance of 3.9 front and back which is below the 4% allowed. The reps states I should have chose the option for Tire Modification. I am not the expert here the sales guy was. After me telling him that I changed the tires and rims he should have given me the option. I followed all directions for this warranty to be denied for repair. My car is currently at *** awaiting the correct resolution 2 weeks later.
On February 1, 2018, the consumer contacted Endurance and purchased an Endurance Supreme Used vehicle service contract for his 2011 *** with 54,060 miles. Endurance Supreme Used vehicle service contract has a 30 day and 1,000 mile waiting period before the policy becomes effective and further, the contract does not include coverage for any condition that pre-existed the effective date of the contract.
At the point of sale the consumer was made aware of the coverage details of the vehicle service contract, and upon his agreement to purchase the contract, the consumer was transferred to Endurance Verification Department where a Verification Representative went through what the contract specifies a second time. The contract was also mailed to the consumer and the consumer had 30 days from the point of purchase to review the contract, and if he had any issues whatsoever he could cancel the contract and receive a full refund.
On March 13, 2018, a representative from *** of Houston North contacted Endurance's Claims Department to file a repair claim on the consumer's vehicle. The repair facility verified failure to the DMTL pump, the aux turbo coolant pump, coolant temperature sensor, thrust arm bushings, and the rear differential bushings. The failures were all long term and the diagnostic trouble codes had set prior to the consumer purchasing the vehicle service contract. An inspector was sent to the repair facility to document and confirm the failures and confirmed the information.
During the inspection the inspector also found that the consumer had modified his vehicle and his vehicle service contract did not allow for these modifications. The consumer's vehicle was engineered by *** to use a staggered tire size of 245/45/19 on the front and 275/40/19 on the rear. The consumer's vehicle had 20 inch wheels with a size of 245/45/20 on all four wheels.
Endurance contacted the consumer and in the interest of customer service, agreed to cancel the consumer's vehicle service contract, waive any cancellation fees as well as time used on the contract and issue the consumer a full refund.
On February 1, 2018, the consumer contacted Endurance and purchased an Endurance Supreme Used vehicle service contract for his 2011 *** 750 with 54,060 miles. Endurance Supreme Used vehicle service contract has a 30 day and 1,000 mile waiting period before the policy becomes effective and further, the contract does not include coverage for any condition that pre-existed the effective date of the contract.
At the point of sale the consumer was made aware of the coverage details of the vehicle service contract, and upon his agreement to purchase the contract, the consumer was transferred to Endurance Verification Department where a Verification Representative went through what the contract specifies a second time. The contract was also mailed to the consumer and the consumer had 30 days from the point of purchase to review the contract, and if he had any issues whatsoever he could cancel the contract and receive a full refund.
On March 13, 2018, a representative from *** of Houston North contacted Endurance's Claims Department to file a repair claim on the consumer's vehicle. The repair facility verified failure to the DMTL pump, the aux turbo coolant pump, coolant temperature sensor, thrust arm bushings, and the rear differential bushings. The failures were all long term and the diagnostic trouble codes had set prior to the consumer purchasing the vehicle service contract. An inspector was sent to the repair facility to document and confirm the failures and confirmed the information.
During the inspection the inspector also found that the consumer had modified his vehicle and his vehicle service contract did not allow for these modifications. The consumer's vehicle was engineered by *** to use a staggered tire size of 245/45/19 on the front and 275/40/19 on the rear. The consumer's vehicle had 20 inch wheels with a size of 245/45/20 on all four wheels.
Endurance contacted the consumer and in the interest of customer service, agreed to cancel the consumer's vehicle service contract, waive any cancellation fees as well as time used on the contract and issue the consumer a full refund.
The relates to Endurance Policy ***
Ms. is an 84 year old women who suffers from increasing confusion. She received a solicitation call from Endurance and ended up signing up for an extended warranty on her vehicle. We found her contract on her desk and she had no recollection of signing up for it, not does she wish to keep the coverage in place. Endurance is pulling $177.68 per month from her checking account., We have power of attorney for her and called Endurance to terminate the contract. We were told she need to send a letter requesting termination.
This letter was received by Endurance on February 28, 2018. Yet her account was billed another $177.68 on March 14, 2018. The first time we called today, we were on hold for 10 minutes and then directed to a voice mail box. The second time we called, the person who took the call hang up when she was told we wanted to cancel the policy. The third time we called the person looked at the file and said there was a note that the termination letter did not have a mileage affidavit with it and directed us to the fine print of the policy. While this does appear to be a requirement in the policy (a) the policy was obtained by a confused elderly lady; (b) when we first called we were not told the affidavit would be required; and (c) no one from Endurance called to say the letter was insufficient, even though there was contact information in the termination letter. The just put a note on the account and bilked Ms. for another month's premium.
There have been no claims on the policy.
Endurance contacted the consumer's power of attorney (POA) and apologized for any inconvenience. The payment posted to the payment plan company after Endurance received the consumer's intent to cancel letter was refunded back to the consumer. Endurance contacted the payment plan company in this regard. The customer was also mailed a pro-rata refund using the remaining funds in the account, based on a cancellation date as the receipt of the certified letter. Endurance's Customer Service Representative confirmed the refund amount with the consumer's POA holder.
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, assuming payment is received as promised.
Sincerely,
Carroll
These people called me many times a day .. I asked them many times not to call and that we were on the no call list... Talk about a scam company they didn't even know what year my car was.. when I told them that they didn't even know the year of my car, the person on the other end of the phone said well that's not a big deal..I should not be making a fuss about it.. at that point I told her I was not going to fall for their scam and hung up a few mins later I received another call from them. Again I asked them noty to call and hung up.. I called and reported it to the local pd.. was advised to call them back and speak to a supervisor.. I did that and the supervisor threaded me by saying if u keep calling us we will file harassment charges... ok let's get real... the next day I received another call from them .. this company is nothing more than a legal scam company..buyer be ware
we started this policy 1 year ago and were told our car was fully covered after giving them the vin number and all other information requested. We have made on time payments every month and have never used the policy. We attempted to use the policy monday and we were informed by our mechanic that the company said they would not cover any repairs on our car and it was a "total lose". When we called the company to request information as to why they stated that they claimed "the car had a major accident and was rebuilt back in September of 2016", but we didn't aquire the car until February of 2017 and the policy began in march of 2017, so they knowingly started a contract with us under fraudulent pretense because they knew when they were first given our vin number to start the contract and verify the car was covered that it would not be. They refused to give us a full refund and attempted to offer us a prorated amount instead. We have paid hundreds of dollars to repair things that are covered under their policy.
On March 22. 2017, the consumer contacted Endurance and purchased an Endurance Select Premier vehicle service contract for her 2006 Chevrolet Impala with 92,334 miles. At the point of sale the consumer was made aware of the coverage details of the vehicle service contract and upon agreement to purchase the vehicle service contract was transferred to Endurance Verification Department where a Verification Representative went over the contract specifics a second time. During the verification process, the Verification Representative asked the consumer if the vehicle has ever been modified as this would have negated the vehicle service contract coverage. The consumer replied no. The contract was also mailed to the consumer and the consumer had 30 days from the point of purchase to review the contract, and if there was any issue with the contract whatsoever, could cancel the contract for any reason and receive a full refund.
On March 12, 2018, a repair representative contacted Endurance's Claims Department to file a claim on the consumer's car. The repair representative reported the vehicle was in need of a new serpentine belt, air conditioning condenser, air condition expansion valve, and both rear tire pressure sensors. As this was the first claim filed with eligible repairs, the Endurance Claims Representative ran a Carfax report. According to the Carfax report, the vehicle had been issued a branded title as a salvage vehicle after an accident in which it was declared a total loss.
Per the Select Premier vehicle service contract Exclusions Section, "Coverage is not provided under this Contract if Your Vehicle has ever been issued a restricted title, including but not limited to: gray market, total loss,..."
Accordingly, the consumer's claim was denied.
Endurance's Customer Service Representative contacted the consumer and discussed the account and the vehicle's ineligibility. In the interest of customer service, Endurance agreed to cancel the contract, waive any cancellation fees as well as time used on the contract, and issue a full refund.
Hello,
I would like to thank Eddie *** customer service mgr for assisting me with my warranty coverage. He was able to assist me with getting my claim reopened and my car is doing great . His customer service was excellent!
Really enjoyed the conversation very good information kept me in the plan that was good for my budget and serve the needs that I needed as far as protecting my vehicle so I really enjoy the way he talked and kept the information going and kind of made me understand how the policy work in and out you know really was a lot of transparency and that's appreciated he talked to me like I was a human not just a number
I called today and talked with Daniel and he was very helpful in helping me thank you again I give you 5 stars for very good!
I signed up for a plan but ended up needing to cancel after realizing my own dealership had a plan. They were very understanding and "low pressure". During the entire process they were patient, informative and listened.
I have spoken with Eddy *** manager and another agent. I was was helped on everything that I needed. I couldn’t be more pleased with my contact.
Contacting Endurance about a dispute on a item that I believed should have been covered. After speaking with several person at the company, I got in touch with Eddie *** , a customer service manager. He explained to me what the problem in covering the item was, however he went over and above to keep me as a customer. I appreciate the hard work and him going to " bat" for me. .
Contacted Endurance customer service (Endurance support) by email: Jan 28, 13:43 CST
Requested Immediate Cancellation of vehicle service Contract Number: *** and subsequent refund of payments made.
Attachment(s)
Endurance-Vehicle Sevice-contract-cancellation-termination.docx
Reply from (EnduranceSupport) Eddie *** (Endurance)
Jan 29, 16:38 CST
please call our office ta 866-***-*** to further assist you
I then called the above office number and talked to Dan *** and he told me to Email my request along with a notarized verification of vehicle mileage.
I the emailed the following email and attachment to (Endurance support) on Wed, January 31
As per telephone conversation with Daniel at Endurance today, please accept the following written statement and the attached Notarized affidavit of current mileage dated today.
Dear Endurance,
We, Ronald & Suzanne ***, inform you that we will no longer require Vehicle Service Contract Number: ***. This written request to cancel and notarized affidavit of current mileage is IAW Vehicle Service Contract, Page 12 of 25, XIV. Cancellations. There have been no claims made, as well as no mileage and we expect full refund of the 3 payments of $146.44 made on 29 November, 2017, 29 December 2017 and 29 January 2018. Also our Vehicle Service Contract number: *** still in effect until 2/24/2018. Although your company has provided us with service in the past, we decided to terminate our business contract due to misrepresentation of waiting period and mileage, doubling of the deductible from $100 to $200 and overlapping of current existing coverage and new coverage for almost 90 days. Please confirm receipt of this written request to cancel our Vehicle Service contract ***. If you have any questions you can reach me at ***@gmail.com.
Sincerely,
Ronald & Suzanne ***
NO REPLY
Endurance's Customer Service Representative reached out to the consumer in reference to his complaint. The contract had already been cancelled per the consumer's request on March 1, 2018. The down payment and one payment (January's payment) had been charged back by the consumer. To resolve the consumer's complaint, Endurance will be returning the remaining two payments (December and February) to the consumer's method of payment, which represents a full refund.
Art, Melissa, and Valerie couldn't have handle my issue with better class than they did. I was skeptical of how my issue would come to a resolution. I will buy a service contract with Endurance based on how this issue was resolved, and will recommend by work of mouth of anyone looking for a service contract or buying a car that should carry a service contract. Thanks again. I was completely wowed by the service I received
I contacted Endurance, The claim I made was uncovered under the policy. I spoke to Eddie *** the customer service manager. Despite the fact the problems was not covered he stepped up and handled the matter, and took care of the claim.
Endurance Warranty Services treat their customers with courtesy, have product knowledge and are not pushy. I was in sales for 35 years and appreciate a soft sale.
If I have the opportunity to buy a car warranty it will be with Endurance.
Arlene
I purchased a vehicle warranty in oct 2017. I have been paying every month on time and never late. On feb 23 2018, I brought my car into Fort Worth *** to have the A/c fixed. The mechanic told me the a/c clutch was out and they would contact endurance and tell them. The adjuster told them it must be the coil inside the clutch and that’s not covered. The problem with that is the coil is apart of the clutch and you can’t purchase it separate so the clutch is the part that’s that failed and according to contract the clutch is covered. They are trying to get out of paying since I’ve only been with them only a few months(in my opinion).
On February 23, 2018, a repair representative from *** of Fort Worth contacted the Endurance Claims Department to file a claim on the consumer’s 2013 ***.
The repair representative advised the Endurance Claims Adjuster that the a/c compressor coil was failed. The coil was getting power and ground but was not activating to push the a/c clutch into the compressor to allow compressor rotation. The representative provided detailed electrical diagnosis information to verify that the failure was to the coil. As a result, Endurance issue a claim denial as the coil is not listed for coverage on the consumer’s Endurance Select Premier policy.
Upon being informed that the coil was not listed for coverage, the repair representative from *** of Fort Worth changed his story and diagnosis to claim that the compressor clutch itself failed, and that the coil was working as designed. Due to the change in diagnosis after a denial was issued, the Endurance Claims Adjuster requested an independent third party inspection be performed by a third party inspection agency.
Upon arriving at the repair facility the inspector was presented with the diagnosis by the repair technician working on Mr. vehicle. The technician showed the independent inspector that the a/c clutch was in good condition, with no indication of failure. The clutch is a simple friction component. It is moved by the electromagnet of the coil and engages the compressor through pressure and friction. The only way for the clutch to fail is for the face of the clutch to burn from dragging across the compressor, or for the clutch material to wear away preventing it from keeping pressure on the compressor. There were no burn marks on the clutch and it was not worn in any way. Both the technician and the inspector agreed the clutch was in good condition. The repair technician then showed the independent inspector that while the coil was receiving power and ground when the a/c was turned on, it was not engaging the clutch. The failure was verified by both the repair technician and the third inspector to be an electrical failure of the coil. Furthermore, the coil is serviceable completely separate from the clutch on this vehicle.
The claim denial was reissued as the failure to the non-covered part was confirmed.
Endurance's Customer Service Representative contacted the consumer, explained the denial and in the interest of customer service agreed to cancel the contract, waive time used on the contract and cancellation fees, and issued the consumer a full refund.
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,
Terry
I purchased an extended warranty for my vehicle. It is supposed to cover parts and labor on my engine and drive train, less $100 deductible. I filed a claim, initially I was told I was covered, and to submit an estimate, at that point I was the n told I was not covered. I have called numerous times, spoken to numerous agents, and, been placed on hold for long periods of time. I have been told that a customer service agent would call back, that was three weeks ago, no call back. I had to pay $892.00 out of pocket, for a "covered" problem with my drive train, I am trying to get reimbursed.
On February 5, 2018 a repair representative from Lynnfield Fuel contacted Endurance Claims Department to file a claim on the consumer's 2011 Chevrolet Traverse. The repair representative reported that the vehicle's bearing for the axle intermediate shaft had worn out, allowing the axle to wobble.
According to Endurance's Select Premier vehicle service contract page 2, Definitions Section, "Breakdown refers to the Breakdown 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..."
The Select Premier vehicle service contract does not cover wear and tear failures, thus the claim was denied.
Endurance's customer service representative contacted the consumer, and in the interest of customer service agreed to cancel the consumer's vehicle service contract, waive any cancellation fees and time used on the contract and issue the consumer a full refund.