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 purchased a extended auto warranty with this company and there was a part that needed to be fixed on my vehicle that they said that is not covered with in my contract. In my policy it says "transmission and all internal lubricant parts". The part that needs to be fixed on my vehicle is an internal part(inside the transmission) and I'm not understanding how it could not be covered as the contract does not specify all the parts that are internal parts. And the contract is says transmission and all lubricated parts and including...which it then names other parts that are included within the transmission. If there is a internal lubricated part that needs to be fixed on my vehicle I'm not understanding why my vehicle cannot be fixed seeing how the part that needs to be fixed is internal. At this time I have not made February 2020 payment as I feel that the contract is misleading because they do not want to fix the transmission
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.
Bought this warranty for my 08 acura rdx. What they called a bumper to bumper asked what the mileage was and I asked to double check to make sure my turbo was covered I was insured everything would be covered motor down to the brake calipers. 9 months later I has steam coming out from under hood so I take it to the shop. They check the car out and say cooling hoses have pin wholes in them and a idle pulley is bad and turbo was going out . The shop called claims dept with endurance to get it covered they sent out a inspector and he denied the repair due to the tire size on the car. I called and endurance said I didnt tell them it had different tires on it I told I put the same size on it that was on the car when I bought it. They still denied it no one when I bought the coverage asked anything about tire size.
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.
I purchased a warranty in December 2019. My car 2014 required a repair in February. Endurance took a long time to approve but paid. I picked up my car on Thursday 2/20/202 and on Saturday 2/22/20 the check engine light went on again. I took the car back to the dealer thinking they just needed to reset the sensor. After a diagnostic, I was told the car's timing belt needed to be replaced as it was worn. After one week of being put on hold for extended the service shop representative contacted the claims department at Endurance. And was told that an adjuster needed to come out to look at the car. On 3/5/2020 an adjuster finally came out to inspect the vehicle. I was told that the adjuster would send the report to the warranty company. On 3/9/2020 I called to ask about the status of the report and was told they were not able to share the information from the report with me. On 3/10/2020, the repair shop told me they asked for service records on the car which were all up to date. On 3/11/2020, I was told that they denied the claim because it was a preexisting condition. There was never any report or diagnosis of this claim.
I have called on 3/11, 3/16, 3/17, 3/24, 4/7 and also emailed on 3/24 and 3/27 to ask for a letter documenting the reason for the denial. I asked that an email be sent. Each time they tell me they are busy and on other calls.
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.
I purchased an extended warranty coverage plan for my used car because I did not get the vehicle inspected by a mechanic before purchase. After noticing some shaking during acceleration I took the vehicle in to the local manufactures service center and they filed a claim for my vehicle that was later denied after about a week of waiting for their response and the reason I was told the claim got denied was because it was a "pre-existing issue". They didn't even cover the vehicle rental I used during this claim submission. Never did they physically inspect my used vehicle before purchase of their coverage or during the claim process, and yet they still want to "provide" coverage for me and accept my monthly payments.
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.
I was contacted by Mr. Transmission about repairs being done to my car. The reason the car was at this shop is because the Endurance rep told me this was the shop to send it to. I was told by Mr. Transmission on 4.9.2020 that the extended warranty provider was denying my claim to pay for the repairs. When I contacted them they stated that the Torque Converter was not covered but it is stated in the contract that it is covered. I asked to extended warranty to provide the inspector's report and letter stating denial and they said they would not do so.
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.
Complaint: 14285964
I am rejecting this response because: I have not received a copy of the inspectors notes stating what they found as the issue with the car. If what they found is accurate the should not have a problem with giving a copy of the findings.
Endurance did reach out to me to suggest they found another business that would be less costly. But I would have to pay the shop where the car is currently and then pay the location that they recommend. I would be paying an even more astronical amount. They also contacted me to offer a full refund of my contract if I decided to do so. This company is very good at throwing a rock and hid in their hand simply because the call me and say one thing but then give a different description to the Revdex.com.
Sincerely,
Tyra Myers-bendolph
Sales rep Tabirha, was courteous, helpful and knowledgeable. Very satisfied with information provided.
I called to change my credit card, and the customer service person was professional, and knowledgeable. She spoke clearly, which is not always the case with many customers service people I have dealt with. Good job!
Robert M
The customer service was great. Highly satisfied. Would call again.
Quick easy process to update my information! I immediately received email and text confirmation of the changes.
Chelsea got right on my problem and was very helpful. My questions were answered right away. There had been some missed communications earlier but all of my questions were answered quickly and professionally.
Chelsea was very helpful and caring
Good customer service 5 star
Vernetta was exceptional. Understood my situation and helped explain my concerns. Highly recommend Endurance.
Called and told them what was wrong about not receiving my emails she asked my information and got all of the three emails send out while we’re on the phone within 2 minutes
March 23
Our vehicle was determined by the dealer to have faulty piston rings that allowed oil past the rings and into the spark plugs. This caused the plug to be fouled and cause our vehicle to create a check engine code. Endurance schedules an inspector to visit my vehicle.
March 27
Dealer contacted me, not Endurance, to let me know my claim was being denied. Endurance states the problem was caused by an "oil consumption" issue and not the piston rings. I contact Endurance and go back and forth with the rep stating the dealer's conclusion of the piston rings caused my loss of oil as there was oil in the spark plugs. I ask if I can speak to someone further to appeal and am told I cannot appeal and it must be done by the dealer. After contacting the dealer to ask if they can make an appeal, I contacted Endurance again and asked for the report of the inspection that Endurance ordered. I am told this cannot be provided and that everything I need for the denial is "all in the contract."
March 31
Dealer contacted me to let me know the appeal is being denied. Endurance has made a pattern at this point to not contact me about a claim for a service I paid for. I approved the dealer to go ahead and make the repairs while I continued to try and get my claim reimbursed.
Per my contact, piston rings are covered, but Endurance is using the clause in the contract that "oil consumption" will be denied. The dealer is stating my issue is NOT oil consumption, but a piston ring issue. Per the dealer, "your piston rings are bad and allowed the oil past them". Endurance refuses to acknowledge the dealer findings and will not provide any documentation for their claim denial. I agree with Endurance when they say the dealer reported no oil on the dipstick. This is why they are denying the claim...even though the dealer has told them why the oil wouldn't register based on the piston rings allowing oil to bypass the engine.
Please be advised, no worn rings were demonstrated to the inspector during the inspection of the consumer's vehicle. As all cylinders move the same number of times during engine operation, any wearing of rings would be seen on all cylinders. Again, no worn ring(s) were demonstrated. Oil fouling was found on the #1 spark plug and the walls of cylinder #1, with oil wetness on the piston face, indicative only of oil consumption. The oil level in the vehicle barely registered on the tip of the dipstick. As no oil leaks were noted and all signs seen were indicative of oil consumption, the missing oil is being consumed in the engine. Unfortunately, repairs for the purposes of correcting oil consumption are not eligible under the contract.
Subsequent to the declined repairs, the consumer contacted Endurance to dispute the claim findings. The consumer was advised of the reasoning for the declined repair and informed that, if the repair facility was able to provide any new evidence, to present it to the claims department immediately. The consumer's repair facility contacted Endurance but had no new evidence nor any findings to suggest a failure other than oil consumption.
At this time, the contract is active and eligible for future claims. If the consumer wishes to cancel, Endurance will expedite his refund in the interest of customer service. The consumer may contact Endurance at ***.
Revdex.com:
Endurance has provide a pro rated refund per my 2nd preferred solution. I would like to note there is still incorrect information in their findings. The response made in their reply to my complaint includes "As all cylinders move the same number of times during engine operation, any wearing of rings would be seen on all cylinders". Many newer vehicles, including my Honda Pilot uses technologies to turn off some cylinders to improve fuel efficiency (Honda uses the term VCM, or Variable Cylinder Management). So there is reason to believe that just some piston rings will go bad, which is what the dealer repair concluded. A quick Google search shows Honda seems to have many problems with their VCM technology. The problem is common enough that including extending the warranty for some model years to specifically cover piston rings.
All that being said, I will accept Endurance's response of providing a refund.
Sincerely,
Jason H
Save your money.. Endurance will try and deny your claim for anything and everything. I first contacted a guy by the name of Jordan G, who acted like my best friend and was going to fix everything. After several weeks of promises, he stopped answering my emails and wouldn't return my calls. The whole issues was my mileage that someone changed in the system now showed my contract was expired Mean while my coveres repair and my mileage did not get taken care of. Even though I sent a copy of my contract, pic of my mileage and repair estimate with mileage from dealership. Finally as a last desperate resort I called and a Ms *** answered from Endurance. She was a rock star, she needs to be running that place. I sent her all my docs while on the phone and she kept pushing the issue. Low and behold my dealership called and said they got the approval to do the repairs. She was heaven sent. They need to fire everyone else and have her run the business. Ms *** was amazing
I will start by saying that as a first time car buyer, it is EXTREMELY easy for people like me to get caught up in buying things I do not need. I called this company after receiving calls all week about extended warranty. After receiving a letter in the mail, which looked totally legit. I honestly thought I was in some type of trouble even though I already pay for car insurance! While on the phone with Vanessa Mendoza she started explaining the rates and in my head I’m like.. I already pay car insurance every month why do I need this? So I asked her if this was something I need LEGALLY or is this something SHE thinks I should have. She went around the question and ended up charging me even though I expressed to her I wasn’t sure, and I was very confused. She told me I HAD to have it. After I told her I didn’t want it she gave me the information to get my money back. This is where things get bad. I spent 45 minutes to an hr trying to get my deposit back. Everyone just kept trying to talk me into keeping the coverage when I repeatedly expressed I didn’t want it. I spoke with account manager by the name of Vesh. He told me I was getting the best deal and that I am in DENIAL, then he proceeds to bash me for giving my card info. He made me feel incredibly stupid for not knowing about extended warranty. After an hour passes of him essentially taunting me, I finally receive my refund. By the end of it all I was mentally exhausted. I will never consider Endurance if I should ever decide to get an extended warranty, I do not recommend.
Your customer service was beyond reproach! It is always nice doing business with Endurance.
All I have to say is good job and thanks
This company has a way of misrepresenting their product. They make the consumer think they have an expiring warrant and need to renew. Their motor vehicle information is sometimes outdated, as much as ten years, in some cases.They have sold warranties on cars no longer owned by the consumer. They are reaching the elderly, whom they totally confuse and sell them a warranty they can't afford. They need to be stopped.
Needed a copy of my vehicle warranty. Got it done in 2 minutes. No waiting on "hold"; no being transferred from one department to another. One word: Efficient.