Endurance Warranty Services

As part of the normal claims process, Endurance requested maintenance documentation to verify that the contract holder's maintenance requirements were satisfied. The vehicle's owner's manual states the following:"Under no circumstances should oil change intervals exceed 10,000 miles (16,000 km), twelve months or 350 hours of engine run time, whichever comes first."Upon purchase of the contract on 11/1/19, the consumer certified her exact mileage to be 109,037. Per the owner's manual, this means that, assuming the consumer had an oil change on the day of activation, the consumer's vehicle would be due for an oil change no later than 119,037 miles. As the consumer has not provided maintenance documentation to show an oil change around purchase, this means that the actual maximum mileage reading would be even less.

The only document provided by the consumer showed an oil change on 3-12-20 at 125,827 miles. This was 16,790 miles greater than the activation mileage. This means that the consumer exceeded the maximum mileage interval by AT LEAST 6,790 miles, and likely more as it is unknown when the last oil change occurred.As the consumer had not upheld the contract holder's maintenance requirements, the claim was declined due to lack of maintenance.Per the contract, page 4:VIII. CONTRACT HOLDER’S RESPONSIBILITIES:A. CONTRACT HOLDER’S MAINTENANCE REQUIREMENTS:You must have Your Vehicle checked and serviced in accordance with the manufacturer’s recommendations, as outlined in the Owner’s Manual. NOTE: Your Owner’s Manual lists different servicing recommendations based on Your individual driving habits and climate conditions. You are required to follow the maintenance schedule that applies to Your driving habits and climate conditions. Failure to follow the manufacturer’s recommendations that apply to Your driving habits and climate conditions may result in the denial of Coverage.Per the contract, page 11, coverage is not provided:D. For any part that a repair facility or manufacturer recommends or requires that it be replaced or repaired, updated, and is not a covered mechanical Breakdown, is Your responsibility and expense. For any Breakdown caused by misuse, abuse, negligence, lack of normal maintenance required by the manufacturer’s maintenance schedule for Your Vehicle or improper servicing or repairs subsequent to purchase. At this time, the consumer's contract remains active and eligible for future claims. If the consumer is able to provide verifiable documentation that the maintenance interval was not exceeded, Endurance will review.

Joe,
We're sorry to hear about your experience. If you can please send us your contract # and/or your phone number via email so we can look further into your case. Our email address is [email protected] or you may call us at 866-432-4443, please ask for the Customer Experience Department.

On 2/15/20, the consumer's repair facility contacted Endurance and reported that the consumer drove the vehicle into the shop with a rattling noise. The repair facility determined the failure to be related to the timing chain. As part of the normal claims procedure, Endurance acquired a *** vehicle history report and requested that the consumer provide maintenance documentation to ensure that the contractual maintenance requirements are being met.

The consumer provided 5 maintenance documents as follows:1. A printed invoice from 12/15/17 purporting to show an oil change at 51,000 miles. Please be advised, this mileage conflicts with the vehicle history report's reading of 42,071 on 12/25/17.

2. A handwritten invoice with a facility name of "*** and *** Fluid Changes" handwritten onto the document. A mileage of 75,458 and a date of 8-9-2019 are given. There is no VIN, license plate, or any other information that would allow the document to be tied to the vehicle.

3. A handwritten invoice with a facility name of "*** and *** Fluid Changes" handwritten onto the document. A mileage of 79,172 and a date of 10-15-2019 are given. There is no VIN, license plate, or any other information that would allow the document to be tied to the vehicle.

4. A handwritten invoice with a facility name of "*** and *** Fluid Changes" handwritten onto the document. A mileage of 83,984 and a date of 12-12-2019 are given. There is no VIN, license plate, or any other information that would allow the document to be tied to the vehicle. Please be advised, this mileage conflicts with the vehicle history report's reading of 87,214 on 12-5-2019.

5. A handwritten invoice with a facility name of "*** and *** Fluid Changes" handwritten onto the document. A mileage of 87,120 and a date of 2-3-2020 are given. There is no VIN, license plate, or any other information that would allow the document to be tied to the vehicle. Please be advised, this mileage conflicts with the vehicle history report's reading of 87,214 on 12-5-2019.

Due to the multiple instances of the mileage documentation conflicting with other known mileages, 4 out of the 5 documents not containing any information to tie the documents to the vehicle, and no documentation at all for the year 2018, Endurance could not verify the consumer's maintenance documentation. The claim was subsequently declined due to lack of maintaining the contractual maintenance guidelines.

If the consumer has verifiable documentation to satisfy the maintenance requirements, Endurance will review and assess. At this time, the consumer's contract is active and eligible for future claims. If the consumer wishes to cancel and receive a refund, the consumer may contact Endurance at 866-432-4443.

Unfortunately, handwritten documentation with no verifiable information and mileage that conflicts with known mileages cannot be accepted. Per Endurance's previous response, Endurance would be able to review and reassess any verifiable maintenance documentation provided by the consumer.