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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Having issue with claims, opened a claim back in June for my engine which is covered it literately took over an month for them to the actually accept the claim, so now I'm having problems with my transmission. They denied my claim because water is mixed in my transmission, so they're stating (assuming) that my car was in a flood or even assumed that I drove my car into large puddles of water, which I feel like they're using excuses to accept the claim. The service department at *** even stated that a piece from my transmission is missing and that's why water from the condenser got into my transmission, but they're "Inspector" came out and took pictures and conclude that my car was in a flood which is wrong, my car has no signs of flood damage. I also have a premium plan with Endurance.
On December 12th, 2017 *** contacted Endurance to file a claim on the consumer's 2011 ***. Among the concerns reported was a transmission issue. According to the repair technician the transmission was full of water.
At this time Endurance requested an independent inspection to be performed by a third party inspector. On December 13th the independent inspector arrived and performed the inspection. The inspector verified that there was water in the transmission fluid.
The repair technician showed the inspector that the transmission fill pipe was missing its o-ring and was loose, and that he suspected that condensation from the a/c running made its way down the dip stick tube. The technician wanted to replace the a/c condenser, the transmission cooler is inside of the condenser, as a precaution due to the water intrusion into the system. While going over the vehicle the technician also showed the inspector dried white stains on various parts of the vehicle and said that this indicates that the customer had driven through high water. The stains are high enough to have allowed said water to enter the transmission from the loose fill pipe with the missing o-ring.
Regardless of the cause, either a/c condensation dripping into the loose and unsealed fill tube or the customer driving through water and allowing water in through the loose and unsealed fill tube, the transmission fluid was contaminated. The claim was denied for contamination of fluids.
Please see page 7 of the client’s policy under EXCLUSIONS – WHAT IS NOT COVERED > "Coverage is not provided under this Contract for any damage and/or Breakdown resulting from...water or...contamination of fluids..."
At no time did Endurance accuse the consumer of having been in a flood. All information presented by Endurance was provided by the consumer's repair facility and a third party inspector. The repair facility agreed the cause of failure was water contamination of the transmission fluid due to a loose fill tube with missing seals.
Endurance's Customer Serivce Manager spoke to the consumer, explained the claim denial again and the consumer agreed to cancel the contract.
I just wanted to recognize James *** for his outstanding customer service on our last visit. James displayed great knowledge of his product. He was one of the most courteous and and helpful young man. It is because of folks like James, that not only helps you get clients, but KEEP them. My hat's off to him, for creating such a pleasant experience. thanks again, James.
Regards,
Rich *** M.S.
Great service with Mr. Ian.
John *** is the nicest, most personal individual. I felt very comfortable communicating with me. He listened intently!
I want to share my experience with cust. serv. rep. Steve ***. He was excellent, effective and efficient. A+ for Steve ***. He is the standard by which all customer service reps should be measured.
Ian was extremely kind & helpful. Unlike some of the other representatives I have spoken to over the past 7 days in trying to handle my claim that has been a nightmare. I have had a most unpleasant experience of the handling of my first claim with this company. Ian made my nightmare less nightmarish.
I appreciate his help.
I have an extended warranty for my car through Endurance. I've had this warranty less than a year. I recently sought repairs on my vehicle that happened to be covered under warranty. The repairs are quite spendy, so Endurance sent an inspector to the dealership to look at the car. I happened to have *** stickers on my car so they denied the claim stating my contract says it does not cover vehicles that are used commercially. We'll after informing them that my vehicle is not used commercially and asking what could I submit for verification that it is not being used commercially they said nothing, you have the stickers on the car. Yes I have stickers on my car, however there is no license number on those stickers which is required if you're going to drive for ***. I told them I had signed up with *** did a total of 12 rides (same time period) totalling less than 50 miles a couple months ago and decided it wasn't for me. I still fully support *** which is why the stickers are up and not the active business license. I offered to provide documentation from *** that I had not been driving for them and would not renew my documents when they expired because I will not be driving for them. I also offered to provide documentation that the parts that were seeping where seeping before I tried out ***. Now they are trying to force me to pay additional money for a commercial warranty when my car is not being used and will not be used commercially. The language in the contract is very specific. It states again "is used" Not previously used, or if it is ever used. If someoone purchases a used car that was used commercially do you charge them more no. At the end of the day they did not want to pay the cost to repairs, something they also told the dealership who also documented that.
On January 14, 2017, the consumer purchased a 2009 *** GS from *** in Portland, OR. At the point of purchase of the vehicle, the consumer also purchase an Endurance Apex Pro vehicle service contract.
On December 9, 2017, Endurance's Claims Department was contacted to initiate a repair claim on the consumer's vehicle. Upon inspection there was evidence the vehicle was driven for ***.
According to Endurance's Apex Pro vehicle service contract Exclusions Section, "IX. What is Not Covered", "Coverage is not provided under this Contract For Commercial Use Vehicles..." Commercial Use Vehicles is defined in the contract's Definition Section as "...any Vehicle used for a commercial enterprise."
During the claim process the consumer initially said she never registered for ***, that she just purchased a sticker online to promote *** over *** because she had a vendetta against ***. Then, the consumer said she registered for *** because she was thinking about driving for ***, but never actually gave a ride. The consumer then claimed she worked for *** as a marketer and sent in copies of paychecks to prove it. Unfortunately the "paychecks" also showed each ride the consumer had given, including the specifics of how many miles each ride entailed, etc. The rides were driven recently, during the term of the contract.
Therefore, the claim was denied according to the Exclusions Section based on commercial use of the vehicle.
Endurance will cancel the contract and issue a pro-rated refund in accordance with the contract's Cancellation/Refund Section. The pro-rated refund will be remitted to the selling auto dealership. The customer should contact the auto dealership to receive her pro-rated refund.
As the vehicle service contract company, Endurance issues
Nicole was so friendly and amazing, she was a pleasure to work with!
Endurance Insurance Co
Particularly as of 12/13/2017, Ian *** was very helpful in resolving issue.
We are left on hold way too long. However when I was transferred to Daniel I was more than satisfied. He was worth the wait. He was friendly and very knowledgeable . I will be asking for him on any further calls.
Bad experience with this warranty. I've been told by the dealer the repairs cannot be covered because the policy was too soon to replace my water pump which is COVERED! I called customer service the agent read off what dealer listed which the dealer addressed the water pump. Once I indicated I am calling regarding the water pump the warranty company begins to say, the water pump is covered HOWEVER if the leak is because of the gasket or (some other part) it's not covered. Well on page 5 as he instructed me to go to it lists water pump. In so many words I can buy a pair tennis shoes but I can't have the shoe laces to string them up. Why do I need this warranty if I have to pay you for a service you can't provide?
Endurance took care of my rear main seal. I am so glad I got coverage, because if I hadn't I probably would have sold my xterra rather than fix it. Customer service was great. They were fast, and seemed to care about me. Again, really glad I went with the warranty.
It was a joy working with Nicole today she was very knowledgeable and has excellent customer service she gets a 12 on a rating from 1 to 10 in my book happy holidays
Sheila *** was great.
I'm so happy I called in and got Sheila! My husband recently passed and I fell behind on my bills. I was afraid my policy was going to be cancelled but Sheila was very kind and helped me find a solution to keep my coverage. Thank goodness for Endurance.
On 11/3/2017 I purchased a extended warranty from Endurance with estimated mileage of 97,000 with first installment of $211.00. On 12/1/2017 I made a second payment of $222.72. On 12/5/2017 my vehicle stalled out and was towed to Smith Volkswagon. On 12/6/2017 I received call from dealership service and was told repairs were verified as covered and I would only need to pay my $100.00 deductible. I also was told that my vehicle would probably need an additional day for repairs. I then contacted Endurance for rental but then I was told that my claim was denied for nonpayment and mileage discrepancy. I then request to speak with management then I was told by a gentleman that he was the legal department and he went by the name of Eddie ***. I explained my payment was made on time 12/1/2017. He then stated it was denied because of CARFAX with no real explanation. I verified with dealer that there isn't anything on CARFAX. I was told my Eddie “not to report to Revdex.com or he would sue me for $5,000. They continue to make other excuses that make no sense so they do not have to pay there part of my extended warranty contract. Now I am stuck with a $1,150 repair bill which should be covered per my contract with them. I feel robbed and scammed by Endurance because they did not keep their promise and obligation for the contract. I want them to cover the expense that was promised and stated in the contract.
On November 3, 2017 the consumer contacted Endurance and purchased an Endurance Supreme Used vehicle service contract for his 2010 Volkswagen Tiguan with approximately 97,000 miles on it. The Endurance Supreme Used contract has a Waiting Period before the policy becomes effective. One day out of the Waiting Period the consumer brought the vehicle in to a repair facility with a fuel injector issue. According to the Supreme contract Definitions Section, "Pre-Existing means a condition that within all reasonable mechanical probability relateds to the mechanical condition of your vehicle prior to Contract issuance". The Contract's Exclusions Sections states "Coverage is not provided under this Contract for any Pre-Existing condition, for any Breakdown or condition existing prior to the Effective Date and Mileage, or if the information provided by You, or the repair facility cannot be verified as accurate or is found to be decpetively inaccurate. Pre-Existing conditions are not covered." Accordingly, Endurance denied the consumer's claim due to the repair issue pre-existing the waiting period of the contract.
Endurance's Customer Service manager spoke with the customer while his wife was in the background. Our manager went over the claim denial, offered to cancel the contract, waive any cancellation fees and issue a full refund directly to the repair shop so the refund could be applied directly towards the car repair. The customer agreed, however his wife still filed a complaint a complaint with the Revdex.com.
Complaint: 12542896
I am rejecting this response because:
There was no pre-existing condition on this vehicle when contract was purchased the vehicle was purchased at 97,000 miles and as no mechanical issues prior and now currently mileage is at 99,000 miles plus. Yes we did receive a phone call from a gentleman named Eddie but during the discussion he threatened to retract refunded money that was sent to the volkswagon dealership where my vehicle was being repaired. He began screaming and yelling at me. I was told also by the gentleman if I did not retract my complaint from Revdex.com He would sue me and retract money requested for refund to me. We were unable to come to a resolution regarding this particular situation because the gentleman was very argumentative so I had no other choice but to disconnect the phone. I did receive a phone call from the director of customer service but I was unavailable to answer the phone because I was currently working and have not had a chance to discuss anything further.
Sincerely,
Gloria
As stated in Endurance's original response, Endurance's Supreme Used vehicle service contract does not cover "Pre-existing conditions" that within all reasonable mechanical probability relates to the mechanical condition of the vehicle prior to the effective date of contract. The consumer's vehicle was towed in the repair facility the very day after the consumer's policy effective date with a fuel injector issue. Upon inspection of the issue it was determined that the issue predated the effective date of the contract.
Customer Service is extremely important to Endurance. As a result of the Customer's allegations about poor customer service we reviewed the call recordings and the recordings do not show evidence of the consumer's allegations and further evidence Endurance's portrayal of the conversation as stated in the our previous response including the fact that Endurance Customer Service Manager spoke to the consumer's husband and after the claim denial was issued, in the interest of customer service, agreed to cancel the contract, waive any cancellation fees and issue a full refund directly to the repair shop.
As the consumer stated in her complaint, Endurance's Customer Service Manager attempted to contact her directly but did not reach her and she did not call Endurance's Customer Service Manager back.
Complaint: 12542896
I am rejecting this response because:
Obviously if they did review the recordings the gentleman must not have been recording them so my allegations are true because I have more than one witness of the conversation discussed and I do not appreciate the gentleman threats. Endurance customer service is very poor Because of multiple complaints from many other customers please review attached website of proof of other instances where they give bad customer service just like they had given me in the past. Endurance also denies all claims with the same denial so they do not have to cover services they are scam. https://www.highya.com/endurance-auto-warranty-reviews
Sincerely,
Gloria
Hi my name is Margie *** I have been with this company since 2016 I have finally paid my 18th payment it's been a pleasure to deal with with Nicole answered all my questions and helping with all the problems I was beginning to have I appreciate that so much I have no intention of getting rid of my *** 93 2003 thanks for doing business with you all
I called the manager spoke Eddie *** the customer service was excellent and he took great care of me. And satified my needs.
Called Endurance and spoke to Eddie *** and I was on a hardship and he was able to help me.
Nicole was very personable... Some of the best customer service I have experienced in a while