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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Everyone was polite and resolved my issue with little stress
Awesome customer service and very helpful advice..well knowledgeable on on warranty service
I just signed up. I need to wait a month and 1000 miles. With the Coronavirus I am unable to gather the miles yet, but so far service seems very good. I will update after a claim.
My experience with Jeff on the telephone was very pleasant . I was calling in to make a payment on the warranty and he transferred me over to another department to make sure that I'm getting the rewards that every customer gets when they sign up with this car warranty.
Exceptional representative who was respectful and very knowledgeable. Pricing and coverage is also amazing....highly recommendable.
I love to have this for my car if something happens I can go get it fixed. At no cost to me .
Think twice about conducting business with Endurance Warranty Services, LLC
They will re-sell your extended warranty policy to Allegiance Administrators who are "a real joy" to deal with.
Here are the folks who run this operation:
Jordan Batt David Sulfridge, CPCU, ARe, ARC Jay Woodson Nathan Cizek
#becareful #steerclear # #protectyourself #beaware #besmart #avoid
Please be advised, Endurance was the selling agent for this contract. The administrator/obligor as listed in the consumer's contract is National Administrative Service Co., LLC (NASC). This means that Endurance is responsible for the marketing and sale of the contract and NASC is responsible for the claims administration (approval/denial).
As the selling agent, Endurance has only limited access to the NASC claims portal but will reach out to the administrator on the consumer's behalf to gain a better understanding of claims and make the best case for claims to move forward.
On April 17, the consumer's repair facility contacted NASC to file a claim for repair of the turbo. Per the NASC portal, the repair facility stated that the wastegates were extremely loose and non-serviceable. NASC declined to authorize the repair. When Endurance contacted NASC in regards to the claim, NASC stated that the vehicle was only 295 miles out of the waiting period with a long-term failure and the failure was therefore pre-existing. NASC was not willing to reconsider.
In its role as selling agent, Endurance cannot overrule the administrator's claims decision. However, in the interest of consumer satisfaction, Endurance worked with NASC to send the consumer a full refund of all contract payments made. The check was sent out to the consumer on 4/27.
Complaint: ***
I am rejecting this response because:
Sincerely,
Joe
Customer service is one of the best I have ever talked to. Would recommend this company to anyone.
I was more than satisfied with the customer service. Victoria gave me important information and answered all my questions. And on several occasions when she wasn't absolutely sure, she went to her manager for verification before, passing on information to me. I will most definitely recommend these folks!
Nice work on my situation. Look forward to during business with endurance.
Have not had a break down yet and hope I don't but so far the customer service has been great
The customer service was great and highly efficient. Would recommend
Amazing to work with! Very kind, polite and above all else helpfull.
Very professional and helpful, very well explained, Prompt service online and by phone.
Great service !!! Fast and professional . I have always had a great experience when calling with my questions. It’s nice dealing with such qualified people !!??
I truly thrive on excellent service and don’t spend my monies in places where my patronage isn’t valued. From day 1 the service that I received with Endurance has been impeccable! From the first conversation with a young lady that provided me with such a thorough overview of the services they provide until today when I called regarding 2 referrals I made to their company. I no longer have coverage with them due to a new car purchase, but still continue to refer my friends. I want them to be able to take advantage of the same superb service I received!
She took her time to listen and went the extra mile for me today , Thank you.
All I can say is thank you for being Endurance the best Warranty service great
I purchased a vehicle warranty from Endurance for a pre-owned 2013 BMW 528i. My BMW service technician recommended that I purchase an aftermarket warranty due to possible timing chain issues with this model. Before my warranty purchase the Endurance Warranty sales representative assured me that all components of the timing chain assembly were covered including the timing chain guide rail which is classified as a timing chain retainer.
The timing chain guide rail failed on my vehicle at 147,156 miles which was over two years after I purchased the warranty. The Endurance claims adjuster stated that the guide rail failure was "normal wear and tear' and my claim was not approved. Endurance never contacted me. Endurance refuse to give me a claim number or an official written denial with an explanation. Mr. John Migely, Jr. assured me he would do his best to review my claim. My call was never returned and Mr. Migely did not answer any of my requests.
BMW has not designated the timing chain guide rail on this model engine as a "life-limited" component. BMW has not established a replacement interval for the timing chain guide rail. If this failure was due to normal wear and tear then all of these engines would be expected to fail under 150,000 miles. This is not true as many of these engines have much greater mileage with no timing chain issues. I would like for Endurance Warranty to perform as they advertised and pay the claim for my timing chain repair.
On 10/18/19, a representative from the consumer's repair facility contacted Endurance's claims department to file a claim for repairs. The repair facility reported that the timing chain guide rails have come apart. In addition, the repair facility reported that a piece of plastic from the guide was sucked into the oil pump. As part of the normal claims process, an independent, third-party inspector was sent to confirm the vehicle's status, as well as the failures reported by the repair facility.
Upon receipt of the inspection report, it was shown that the timing chain guide deteriorated until it came apart. As this long-term deterioration is not eligible, the claim was declined. Per the consumer's contract, page 2, "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 or damage resulting from BREAKDOWN of non-covered parts."
As the guide failure was due to wear and tear, the claim could not be covered. Please note, in addition to a failure due to wear and tear, the timing chain guide is not listed for coverage in the consumer's contract and is not eligible as a cause of failure.
Endurance understands the consumer's confusion in regards to the phrase "wear and tear", as some repair facilities refer to maintenance items as "wear and tear" items. An item that has to be replaced at a certain interval is simply an item that is due for maintenance. "Wear and tear" as defined by the contract is a type of failure and not a classification of an item. A part may become worn out regardless of any maintenance that may be performed on it. Once this part has become so worn due to simple operation of the vehicle that it comes apart, rather than a sudden catastrophic failure, the cause of failure would be wear and tear. While some Endurance contracts do list wear and tear as an eligible cause of failure, the consumer's contract unfortunately does not.
Shortly after the claim, an Account Manager, Johnny, spoke to the consumer in regards to the claim. He informed the consumer that, if the repair facility was able to provide evidence that this was not a wear and tear failure on a non-listed component, that the claims department would review the new information. The consumer also mentioned possibly selling the vehicle and whether or not the contract was transferable, which which the Account Manager offered to assist.
On 4/28/20, the Account Manager contacted the consumer for an update and to offer assistance, but was unable to reach the consumer.
At this time, the consumer's contract is active and eligible for future claims. If the consumer wishes to reach his Account Manager, Johnny, he may do so at 833-760-0386.
Unfortunately, the failed component, the timing chain guide, is not listed for coverage. Despite the consumer's exchange of the word "guide" for "retainer", the timing chain guide is not eligible. Please be advised, that the cause of failure, as described on the previous response, is wear and tear. Wear and tear as a specific cause of failure is not eligible on the consumer's contract.
Per the consumer's contract, page 2, "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 or damage resulting from BREAKDOWN of non-covered parts."
Previously, the consumer's account manager informed the consumer that, if the repair facility was able to provide evidence that this was not a wear and tear failure on a non-listed component, the claims department would review the new information. To date, no new evidence has been provided. On 4/28, the account manager called the consumer at the phone number listed on the consumer's complaint and received no answer.At this time, the consumer's contract is active and eligible for future claims. If the consumer wishes to reach his Account Manager, Johnny, he may do so at 833-760-0386. If the consumer's repair facility has any evidence regarding the claim as described above, they may contact the Claims department at 877-414-0134.
Complaint: ***
I am rejecting this response because:
Endurance management simply does not understand the nature of my complaint. Endurance still thinks this is about contract language. Contract language disputes are addressed during arbitration. The arbitration process is defined in my contract. We are not even close to arbitration. I still have a problem getting Endurance to talk to me.I DO NOT EXPECT ENDURANCE TO CHANGE THEIR MIND ABOUT THE WAY THEY ARE APPROACHING MY COMPLAINT. To them I am just another disgruntled CONSUMER who is angry about a broken down vehicle.To address the first sentence above, this component is not a “timing chain guide.” It is a “timing chain guide rail.” Endurance needs to get the language correct. I am the CONSUMER that they are referring to. I did not exchange the word “guide” for “retainer.” The Endurance Sales Representative that sold me this warranty interpreted the language in the contract to cover the “timing chain guide rail” as a “retainer.” I WOULD HAVE LOOKED FOR ANOTHER WARRANTY FROM ANOTHER COMPANY IF HE HAD SAID OTHERWISE. It appears that Endurance Sales Representatives will say what is needed to make a sale.THE SALES TEAM IS NOT TRAINED WELL. THE SALES TEAM DOES NOT UNDERSTAND THE PRODUCTS THEY ARE SELLING. The anonymous Endurance management representative above is perfectly satisfied with their sales force making statements to CONSUMERS that are not true.Endurance management is perfectly satisfied with ignoring CONSUMERS who make reasonable requests for information about a claim. I have concluded that this is standard operating procedure for them. The ONLY reason why I am communicating with this company right now is because of this Revdex.com complaint. It seems as though I have gained their attention.The statement above about the telephone call on 4/28 is not true. In other words, it is a lie. IT IS THEIR WORD AGAINST MINE. I am calling them out on it. I challenge them to prove that the call was made to a telephone number on my contract. They have yet to list the actual number that was called.I refuse to make my request over and over again. I have made a reasonable request. I have made it clear what I expect of a reputable company. Endurance claims to be the best.SEND ME A WRITTEN STATEMENT ON COMPANY LETTERHEAD THAT INDICATES WHETHER MY CLAIM IS ACCEPTED OR DENIED. IF IT IS DENIED, THEN WRITE A CLEAR REASON FOR THAT DENIAL.I seem to remember Mr. Migely stating that Endurance doesn’t give out background information about claims. The anonymous management representative above may or may not be referring to Mr. Migely as my account manager. I don’t know anyone at Endurance named “Johnny.” The Endurance method of stalling, diverting, and ignoring is another technique that essentially renders the arbitration process impossible.
Respectfully,
Richard M. ***
Sincerely,
Richard
This company is a joke if you have any issues with payments and need to cancel. I paid for the policy for over a year, and when I had payment issues I attempted to cancel and get a refund since I had never made a claim. I was informed it would be cancelled and attempted calling a couple months later to inquire about my refund since I had moved and it had slipped my mind, and was told it was not cancelled by me but was cancelled for non payment so I was not entitled to a refund. This is completely incorrect and they took my money for all those months and did not pay anything out on the vehicle or back to me.
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.