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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My husband purchased a car warranty in May/June. In August I drove the car 2009 BMW 750 LI to the dealer because a transmission malfunction warning light came on. BMW reported to Endurance that the transmission needed to be replace. Endurance denied the claim stating how did they know the transmission needed to be replace. I drove the car home and called Endurance and was told that they would not fix the transmission until the car was completely broken down. I question the representative and told him how unsafe that was being that my husband was in Afghanistan and it would be me and my daughter in the vehicle. The car sat in the driveway for a month. I researched the warranty and was noted the transmission is covered. I had the car towed 4 times getting the run around with Endurance fast forward I was giving so many reasons why the continue to deny the claim ie... they don’t cover the part number, you drove the car while needing repairs, BMW didn’t take the transmission apart how do we know it needs to be replace, BMW sent over the wrong codes does it need a clutch, valve body, or turbine speed sensor, We don’t cover the component of the transmission. It is now January 13,2020 and I still need a transmission in the warranty it does not say in writing that it does not cover part numbers. It says transmission I never drove the car in fear of safety. My husband purchased the warranty and Endurance is breaching the service contract. BMW Engineer has sent a certified letter to Endurance to explain to them the components of the transmission since they are the experts however Endurance employs people who lack knowledge in automotive repair. This company is taking money and not providing the services. I would like my transmission replace as it is covered under Endurance warranty.
On 8/9/19, the consumer's repair facility contacted Endurance and filed a claim for repairs. The repair facility reported that the consumer drove the vehicle into the shop with a warning light on and reported failures to the water pump and transmission. The water pump is listed for coverage and was authorized and paid in the amount of $394.62. Per the repair facility and the attached invoice, the failure to the transmission was due to a faulty turbine speed sensor. Due to this sensor, the repair facility recommended replacing the transmission, listed on the invoice. As the turbine speed sensor was the cause of failure and is not listed for covered on the consumer's contract, the transmission could not be authorized.
Per the attached contract, the consumer's contract is a stated component coverage. This means that any part that is eligible for coverage is listed on pages 4 and 5. Any part not listed on pages 4 and 5 is not eligible. Per page 6, Exclusions, "Coverage is not provided under this contract for any part not specifically listed in the Schedule of Coverages". As the turbine speed sensor is not listed, it is excluded as a cause of failure.
By the consumer's own admission, she drove the vehicle into the repair facility rather than use the complimentary roadside assistance included in her contract. In addition, the consumer continued to operate the vehicle despite the repair facility recommending replacement of the transmission. Although Endurance could only authorize the water pump and could not authorize the transmission due to the unlisted cause of failure, it was the consumer's decision not to repair the vehicle and to continue to operate it.
On 1/3/20, the consumer's repair facility contacted Endurance and filed a claim for repairs. The repair facility reported the same turbine speed sensor failure, and reported a worn out clutch pack in addition. The vehicle had traveled 75 miles with a known failure. Again, the repair facility recommended replacement of the transmission. Unfortunately, the turbine speed sensor is not listed for coverage, nor is the continued operation damage caused by the consumer driving the vehicle with a known failure.
On 1/17/20, an Endurance Customer Service Manager, Art, reached out to the consumer to attempt to offer assistance. At this time, Art is waiting on return contact from the consumer.
Complaint: ***
I am rejecting this response because:
Sincerely,
Bridgett
This is a scam targeting the elderly. My dad (who is elderly) has wasted $2000 only to be denied a claim that is a true and honest claim. He has made numerous calls to assure and endurance and is getting the run around through their customer service and claims department. Find it so interesting that Jordan *** is CEO for both companies. I just wish these people were honest.
Will has to be the best customer service rep. I've ever dealt with in my life. I had problems with the repair facility contacting endurance to file the claim..But after speaking to 10 other agents for a 5 day period as soon as Will answered he went above and beyond to contact the repair facility himself which they are not supposed to do not once but twice to resolve my issue..THIS MAN NEEDS A PROMOTION..
Vernetta was simply outstanding. I was very upset when I called but her calm demeanor and expertise helped eased my anger and her explanations I found to be valid. I appreciate that she will also look into the issue that I originally called about.
I purchased a protection plan for my 2013 *** Grand Cherokee and after the policy was in full effect according to endurance policy my vehicle broke down. I had the vehicle towed to a dealership for repair according to the warranty, the dealership called endurance for authorization and was initially denied stating that it was to close to the activation period. Then I called endurance Warranty Services and spoke with account services Mr. Will *.who stated that the failed part was a pre existing condition. And not going to be covered and denied my claim. According to the binding contract between Endurance and I everything is covered .
Upon receipt of this complaint, an Endurance customer service manager, Art, reached out to the consumer. Art provided a better understanding of the claim to the consumer. In the interest of customer service, the consumer was provided a discount to his contract charge, as well as 2 payment deferral credits for use at the consumer's discretion. In addition, Endurance's customer service manager leveraged Endurance's longevity in the industry to assist the consumer in sourcing parts to decrease his out-of-pocket costs.
Michael was very helpful and patient in explaining everything. I hope the claims area is as helpful should I ever need it.
They sent my mother, who is 80 years old, a notice that her vehicle's warranty was about to expire and she would be responsible for repairs. My mother hasn't owned a vehicle in about 10 years, so this is completely fraudulent. It is meant to inspire fear and financial loss in an elderly person. I called to ask what vehicle they had for her, as they specifically mention that she was specially chosen due to the low mileage and age of vehicle. The vehicle they have on their file is for my car, which is under warranty for another seven years. This cannot be legal.
We are sorry for the frustration that Endurance's advertising piece caused the consumer, and as a result of the consumer's complaint, our company would like to place the consumer on our internal "Do Not Mail" database to ensure that they do not receive any future direct mail advertisements from our company. As the complainant stated that her mother was the party that received the advertisement, Endurance requests that the complainant contact Endurance at and provide the name and address to be placed on the "Do Not Mail" database.
Complaint: ***
I am rejecting this response because: The information on the "advertisement" was wrong. It was intentionally misleading. The vehicle referenced is under warranty for another 7 years. It was intended to cause fear. It was directed at a senior. I don't want the company to simply remove my mother from this activity, I want the company to stop this activity. It is fraudulent. It should be illegal.
Sincerely,
Lisa
I have received numerous calls to my phone numbers (which are all on the DO NOT CALL LIST), I also have received numerous letters by USPS regarding their warranty.
I have NEVER done business with this company, nor will I. Any company that calls people out of the blue, and especially those on the national do not call list can not be trusted.
Please note, Endurance does not make "cold calls" or any outbound sales call unless specifically requested by a consumer via our online portal. There are many companies in the industry that do not abide by the VPA's Standards of Conduct and may be making unsolicited calls. Endurance understands the frustration that this can cause to the consumer and the confusion that may result when the consumer receives a mail piece from Endurance at the same time as these solicitation calls. Endurance can confirm that the solicitation calls did not originate from Endurance. Endurance recommends that the consumer determine from what company the calls originate and contact that company to ask that they cease.We are sorry for the frustration that Endurance's mail piece caused the consumer, and as a result of the consumer's complaint, our company placed the consumer on our internal "Do Not Mail" database to ensure that they do not receive any future direct mail advertisements from our company. Please allow up to 10 business days to process this request. The consumer may still receive additional mail pieces sent during the processing time.
Complaint: ***
I am rejecting this response because:
You should take more care to control your marketing practices. You have wasted my time and money with your telemarketing and your direct mail.
Sincerely,
George
The customer service was wonderful and working with all the other employees
I am writing in reference to a claim I made through my warranty company and they failed to pay my claim. On December 20, 2019, I took my car in for w***hield repair and after that repair was made, it was discovered several days later that I had a torn rear differential bushing. Calls were made to the warranty company and since this over the Xmas holiday, there was no answer at the warranty company. A decision was made to make the repairs and the certified repaired shop did the repair and furnished a receipt for services rendered. The item repaired that was covered was the rear suspension. A detailed itemized receipt was provided to the company and endurance refused payment. The excuse was that the call made should have been to a company that underwrote the policy which was not in any of the literature provided. Therefore $989.21 was denied. I feel that the company is shirking their responsibilities and I am asking the Revdex.com to investigate this.
Please be advised, Endurance is simply the selling agent for this contract. The administrator/obligor, listed on page 1 of the attached contract, is Interstate National Dealer Services (***). This means that *** is responsible for the approval or denial of all claims and Endurance plays no role in this process.
Per the contract, prior authorization must be given for repairs. Although Endurance was closed early on Christmas Eve, the *** claims department was open. The claims number listed on the consumer's contract goes to ***, not Endurance, as *** is the claim administrator. Per the *** claims portal, a review of the invoice showed that the repairs were performed during a time where the claims department was open and thus are unauthorized repairs based on the decision made by the consumer to perform them.
Please be advised, this decision was made by the administrator, ***, and not Endurance. If the consumer wishes to attempt to submit the repairs as emergency repairs performed outside of business hours, the consumer may contact their administrator, ***, at 800-526-0929.
Please be advised, Endurance is the selling agent for this contract. The consumer bought the contract from Endurance, however the administrator/obligor, listed on page 1 of the attached contract, is Interstate National Dealer Services (***). This means that *** is responsible for the approval or denial of all claims and Endurance plays no role in this process. This same contract showing on page 1 that *** is the administrator is the same contract that was delivered to the consumer. The consumer had a 30 day period during which to review the contract, including the administrator listed on the first page.
Per the contract, prior authorization must be given for repairs. Although Endurance was closed early on Christmas Eve, the *** claims department was open. The claims number listed on the consumer's contract goes to ***, not Endurance, as *** is the claim administrator. Per the *** claims portal, a review of the invoice showed that the repairs were performed during a time where the claims department was open and thus are unauthorized repairs based on the decision made by the consumer to perform them.
Please be advised, this decision was made by the administrator, ***, and not Endurance. If the consumer wishes to attempt to submit the repairs as emergency repairs performed outside of business hours, the consumer may contact their administrator, ***, at 800-526-0929.
Complaint: ***
I am rejecting this response because: I do not agree with the provider of the contract.
Sincerely,
Michael
I am giving Endurance Warranty Services, L.L.C 3 stars but I'm giving customer service agent Hazel 10 stars! Because I refinanced my car, my loan company entered the milage incorrectly which showed up on ***. After having my warranty contract for almost a year, I needed the service for some repairs. Because of the milage discrepancy, I was given the runaround for a week with no resolution until Hazel stepped in. Here customer service is above and beyond! I'm hoping that customer support continues to improve from this point on.
I purchased an extended warranty and each time I filed a claim nothing was covered. This last time I filed a claim when my car broke down and had to be towed to Pep boys I have been given a run around. My car is now 3 weeks in the shop. I went back and forth EVERY DAY with the warranty company getting different messages each person I spoke with. One day they were waiting for mechanic, next waiting for shop next waiting for a part. Finally an inspector hired by Endurance showed up late to inspect and was in a rush. Endurance claimed he checked the car and found nothing wrong ( the shop and myself heard this via phone) . After I asked for a new inspection Endurance kept myself and shop on hold 40 minutes and came back and said oh no need it says he did see car failed. Next they wanted all years of car maintenance and claimed we sent nothing for 2019 yet the shop had sent it and resent it. Next I had to pay additional fees to open engine which was coming up as failed but I had to pay to see exact problem and if not on contract I am responsible. This would be over 2000. I feel like they are finding loop holes in the contract lying to me clearly about the inspection and mixed messages and not valuing me as a customer. I spoke to several managers and have no resolution so I need a refund if nothing is covered and customer service is only able to tell different stories. I heard the lies as I stood in pep boys listening on speaker phone because their policy says no three way calls. Please help oh they even told me transfer the car to a new shop they would cover the claim because the shop is not cooperating. If I had been somewhere else they would never have dealt with 2 hours a day with endurance this is not the contract promise of helping you out easily and speedy with repairs
Please be advised, at this time the repair facility has not determined a specific cause of failure. The consumer's contract (attached) lists eligible and excluded causes of failure. Endurance requires the specific cause to determine eligibility under the contract. Per the consumer's contract, pg. 4, "Filing a breakdown claim""5. Authorize Tear-Down and/or Inspection – In some cases, You may need to authorize the licensed repair facility to inspect and/or tear-down Your Vehicle in order to determine the cause and cost of the repair. You will be responsible for these charges if the Breakdown is not covered under this Contract. We reserve the right to require an inspection of Your Vehicle prior to any repair being made."
Once this additional diagnosis is done, Endurance can determine eligibility. If the cause is determined to be within contract guidelines, the claim, including all diagnostic, can be authorized. If the cause is outside of contract guidelines, Endurance cannot participate. Unfortunately, there is not currently enough diagnosis performed to pinpoint the specific cause of failure. If the consumer would like further information as to what the teardown entails, he may contact Endurance at 866-432-4443.
I currently have a policy with Endurance Warranty for an extended warranty on my vehicle. While traveling in my vehicle to Louisiana, it no longer functionally operated. I had my vehicle taken to Best *** in Kenner Louisiana, and they determined that my issue was one covered under my contract and advised that they would contact. Endurance Warranty company to make them aware of they damages done to my vehicle. After Best *** spoke with Endurance Warranty they advised me that Endurance Warranty wanted to have them further break down the transmission to determine specific cause of failure of the transmission. this is an additional 700 dollar cost. The agreement with Endurance Warranty was that my vehicle would be covered after 30 days and 1000 miles driven because that is how they determine the vehicle is in working condition. I had a policy with the company over thirty days and they vehicle was driven over two thousand miles. I have provided documentation of regularly scheduled appointments to show maintenance has been provided to the transmission, yet Endurance Warranty still wont honor their
On 10/31/19, the consumer purchased a Secure Plus vehicle service contract. The contract has a 30 day and 1000 mile waiting period. Any failure that first occurs inside this period cannot be covered, regardless of when a claim is filed.
On 12/16, a representative from the consumer's repair facility contacted Endurance and reported that the vehicle entered their shop on 12/14, 14 days outside the waiting period. The repair facility reported a transmission failure, and that the transmission fluid was very dark with "a lot of flakes of metal in it". The repair facility could not identify a specific cause of failure. Endurance requested further diagnosis to confirm the cause of failure and extent of damages.
Upon further diagnosis, the repair facility reported a failure due to "long term wear and tear on the torque converter" with heavy metal contamination of the transmission and valve body. The repair facility also reported that the gears inside the transmission showed long term wear. The repair facility reported heavily burnt fluid and burnt clutch packs, also symptoms of a long term wear failure. These reportings from the repair facility were confirmed by an independent third-party inspector sent by Endurance.
As the failure was due to long term wear issues that first occurred prior to the end of the waiting period, the failure could not be covered.
On 1/13, the consumer cancelled his Endurance contract. Normally, this would result in a pro-rata refund as described in the contract. In the interest of customer service and due to the expense of the claim, Endurance will instead issue a full refund to the consumer. A check will be sent out on 1/21 to the consumer's address on file.
Endurance contacted me and sold me an auto warranty at 100k miles. I have had 2 small covered claims. Once they were paid in full the last claim was denied due to wear and tear. After I mentioned a car with 100k miles is all going to be wear and tear they attempted to sell me an upgraded warranty that just happened to be a brand new option that coveres wear and tear. The failed parts were specifically listed as covered items. They are able to deny every single claim by just using that terminology. I paid $2700 for a 5 year 70k mile warranty. I canceled the policy once the bait and switch occurred. This contract was one sided and gave me no recourse. I canceled with 3 years and 40k miles remaining and received a $200 refund. They did pay out $1200 during the policy period. I asked for a second opinion and was denied as I mentioned this coverage denial was based on an opinion not fact. They also denied sending an adjuster to verify the cause of the failure. After multiple phone calls they will not give me a number for finance or legal. It is common stonewalling trying to exhaust my recourse.
Please be advised, the consumer’s contract does not cover
wear and tear as a cause of failure. Per pg. 2 of the contract (attached), “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”
To date and confirmed by the consumer, Endurance has paid
approximately $1200 in claims on this contract. For each claim, the specific
cause of failure is assessed against the contract and, if eligible for coverage,
the claim is authorized and paid.
The first claim on the consumer’s vehicle, in December of
2018, was filed for replacement of a right front locking hub and a right front
CV axle. As the parts were listed for coverage and the causes of failure were eligible
under the contract, the claim was authorized and paid by Endurance.
The second claim on the consumer’s vehicle, in September of
2019, was filed for replacement of a starter motor. As the part was listed for
coverage and the cause of failure was eligible under the contract, the claim
was authorized and paid by Endurance.
The third claim on the consumer’s vehicle, in November of
2019, was filed for replacement of the center support bearing and U-joints. Per
the consumer’s repair facility on a recorded line, the specific cause of failure
of both of these parts was “wear and tear”. Although the parts are listed as
eligible components, the specific cause of failure is not, per pg. 2 of the
contract. Unfortunately, Endurance could not authorize the third claim as it
had the first and second claims.
Subsequent to this, the consumer requested cancellation of
his contract with Endurance. Endurance’s agent offered to see if a different
contract was available for the consumer’s vehicle that would coverwear and
tear as a cause of failure. The consumer declined and the contract was
cancelled.
After cancellation of the contract, Endurance calculated the
consumer’s pro-rata refund according to the contract language concerning refunds,
found on pg. 8 of the attached contract:“If You have incurred a claim within the first thirty (30)
days or if You cancel this Contract after the first thirty (30) days, the
unearned Contract Purchase Price paid will be refunded calculated on a pro-rata
basis. The refund will be equal to the lesser amount produced using either the
number of months this Contract was in force or the number of miles, in
thousands of miles or portion thereof, Your Vehicle was driven prior to
cancellation, provided We receive a Federal Odometer Statement or notarized affidavit
verifying mileage at the time of cancellation, less an administrative fee of
fifty dollars ($50) and the total amount of all authorized claims. Elapsed time
and mileage shall be measured from Contract sale date and Contract sale
mileage.”A copy of the calculation for this refund is attached.
Endurance then sent the refund to the consumer, fulfilling its duties per the
contract.
At this time, the consumer’s contract is cancelled per their
request and the pro-rata refund has been sent. If the consumer would like to
explore options for new coverage, the consumer may contact Endurance to do so.
Complaint: ***
I am rejecting this response because:
Sincerely,
Carey
I have now received four letters from Endurance demanding an "immediate response" and informing me of a price increase of an alleged warranty plan held in my name -- though no such plan exists. I have written to them requesting that they cease all communication with me and yet they continue. They are using deceptive language to manipulate people into buying into their questionable warranty services. They should be fined and sanctioned for these offenses.
We are sorry for the frustration that Endurance's mail piece caused the consumer, and as a result of the consumer's complaint, our company placed the consumer on our internal "Do Not Mail" database to ensure that they do not receive any future direct mail advertisements from our company. Please allow up to 10 business days to process this request. The consumer may still receive additional mail pieces sent during the processing time.
I have received a letter stating that there will be a price increase to the extended vehicle service plan for my car. The envelope states it's urgent, and the letter states it will be effective January 2, 2020. This looks like one of the car warranty scams. It states to call them at 1 *** so they can hold my evsp contract at the lowest program rates. This doesn't have anything to do with my car because none of what they are saying applies to my car.
So, I've had to take time out of my schedule to research this. My time is valuable.
We are sorry for the frustration that Endurance's mail piece caused the consumer, and as a result of the consumer's complaint, our company placed the consumer on our internal "Do Not Mail" database to ensure that they do not receive any future direct mail advertisements from our company. Please allow up to 10 business days to process this request. The consumer may still receive additional mail pieces sent during the processing time.
Got a post card in the mail stating my NEW vehicle was about to run out of warranty. I am a service writer so I decided to test their knowledge. They failed miserably. Lie after lie. I was told that they are contacting me on behalf of . I suggest jail time for fraudulent sales and scare tactics. The number is ONE 883-two,zero1-sixteen,forty six. I wish Jim *** would give them a few calls ;)
Outstanding assistance from the employees which is why we changed our insurance company.
On December 29, 2019 I received a letter from Endurance via the United States Postal Service. The letter stated that I was to be advised of a Price Increase to the Extended Vehicle Service Plan effective January 9, 2020. I was cited as Customer Code: ***. The letter stated that my motor vehicle was expiring out of "the original manufacturer's factory warranty plan."
I do not own a vehicle in the State of Illinois or any other State in the United States of America. Nor do I have a Driver's License in Illinois or any other State in the United States. I do not understand why and how I received this letter addressed to me at my current residence. I am concerned about how my personal information was obtained and used to contact me via the United States Postal Service to issue me what appears to be fraudulent letter.
We are sorry for the frustration that Endurance's mail piece caused the consumer, and as a result of the consumer's complaint, our company placed the consumer on our internal "Do Not Mail" database to ensure that they do not receive any future direct mail advertisements from our company. Please allow up to 10 business days to process this request. The consumer may still receive additional mail pieces sent during the processing time
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,
Christina
This company has been harassing me for months by letter and by phone. Their letters imply that I have an existing contract with them for my vehicle warranty which is totally false. The outside envelope often contains intimidating words like "open immediately" or "final notice". I have never done business with this company and never will. Even the phone harassments say to "press 2" if you don't want to be called. I am on a no call list for my state and federally. They are violating those laws.. Pressing 2 does nothing to stop them from calling. And I would appreciate you not sharing my email address as that will be their next try at harassing me. I am sick of shredding letter after letter, at least every 2 weeks. This is not called marketing, this is called harassment.
Please note, Endurance does not make "cold calls" or any outbound sales call unless specifically requested by a consumer via our online portal. There are many companies in the industry that do not abide by the VPA's Standards of Conduct and may be making unsolicited calls. Endurance understands the frustration that this can cause to the consumer and the confusion that may result when the consumer receives a mail piece from Endurance at the same time as these solicitation calls. Endurance can confirm that the solicitation calls did not originate from Endurance. Endurance recommends that the consumer determine from what company the calls originate and contact that company to ask that they cease.We are sorry for the frustration that Endurance's mail piece caused the consumer, and as a result of the consumer's complaint, our company placed the consumer on our internal "Do Not Mail" database to ensure that they do not receive any future direct mail advertisements from our company. Please allow up to 10 business days to process this request. The consumer may still receive additional mail pieces sent during the processing time.
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. This company has also sent the same letter to my father who died in 1993 and obviously has no vehicle with an expiring warranty. Again, I feel their marketing is a scam and am happy to be taken off their list of mailings forever hopefully.
Sincerely,
Beverly