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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You were awesome and I would highly recommend your insurance. Eddie
Well I got the best help from Anisa so helpful thanks
Bob S.
I had to use the service twice for minor but expensive repairs. I gave my card to the manager at the repair service company both times. He made the call to endurance and my bill was paid I only had to take care of the minimum payment and the balance was handled promptly the second time the repair and payment took only 2 hours to complete very pleased with the prompt service . Glad I purchased the service for my 2015 ***. I now have over 93,000 miles on it and only 3 more payments for the service and 3 more years of coverage. This has saved me over $300.00 in repairs so far.
I've been an Endurance customer since 2018, and I purchased the Superior Program coverage because I purchased a used, in very good condition, 2007 Dodge Caravan SXT and with any vehicle after a certain amount of years major and minor parts will break down. I thought I was using my God given wisdom, by purchasing the coverage I have (by the way, it was not cheap in price, $3272.00). Needless to say, I'm very dissatisfied with the warranty program and how you treat your customers. Here's why.
When I had several repairs that were needed to be done on my 2007 minivan in Sept. 2019, Endurance first told the auto repair company that none of the repairs are covered under my program. Now when I contacted Endurance I was told the repair work was done without Endurance giving the authorization. However, didn't you say [Endurance] you wouldn't authorize the work because none of the repairs were covered? Very confusing. Needless to say, some of the repairs such as; valve cover, tie rod ends, leaf spring shackles and hardware and shocks are acceptable repairs included in the supreme coverage program in which I am a member. So I attached a copy of the itemized repair work and the amount I paid for the repairs. In addition, I attached a copy of my contract pointing out the repairs covered under the Superior Program. Also, I sent a letter graciously expressing that I would be more than willing to accept a reimbursement of the after market price they would have paid for the repairs if the work had been authorized by them.
Very promply, I was contacted by Aaricka ***, and she informed me that she had submitted a request to the reimbursement department. That was October 1st and as of Oct. 23rd, I have not heard anything, nor have I received a response to the two additional emails I sent to Aaricka ***. Is this the way you treat your customers? I am very dissatisfied! Please feel free to contact me by email, if you have any questions, concerns or need more infomation.
On 9/25, a representative from *** contacted Endurance to file a claim for repairs. Per the repair facility on a recorded line, the consumer authorized the repairs and "2 days later told us [the repair facility] that she had the contract. The work is already done".
Please be advised, prior authorization from the administrator is required before any repair work can take place. Prior to the most recent claim, Endurance paid two claims for this consumer for repairs that were properly authorized before work was begun or completed.
Upon receipt of this complaint, Endurance performed an internal audit, including investigating call logs to determine if the consumer's repair facility had called about this repair prior to 9/25. The only call that Endurance received from the repair facility in regards to this claim was the 9/25 call during which the repair facility stated that the work was already authorized by the consumer and completed prior to the claim being filed. Per the consumer's contract, no claim can be paid without prior authorization from the administrator.
As a result of this complaint, Endurance's Customer Resolution Manager reached out to the consumer on 11/6 to determine what other assistance can be provided to the consumer since the claim cannot be paid. The Manager left a voicemail for the consumer and upon return, will determine a mutually beneficial resolution. The consumer's contract is currently active and eligible for future authorized claims.
Juan *** gave me a good deal and that I couldn't refuse
I had only one problem with my truck.the flywheel broke at torque converter. Got fixed no problem.
Excellent warranty, price, customer service so far via my phone vonversation. I look forward to being able to reccomend their services to my associates and friends that are looking for an extended warranty on their vehicles.
Alvin was fantastic. He really did all he could to set me up with the maximum coverage possible for my older vehicle and lowered my monthly payments in the process! Other agents I’ve spoken to at Endurance have also been very pleasant, courteous, and efficient. I’m a long-standing customer & very happy to continue as an Endurance member.
Upon needing repairs, I brought the vehicle to a dealership which completed the diagnostic and took care of the warranty with endurance. They had the car repaired within hours. Endurance seemlessly in background with the dealership to get everything taken care of. No worries or stress.
Excellent Customer Service from Kevin. I was ready to cancel policy before speaking with him concerning the contract.
I have had the policy only a few months and had the water pump fail. I had no problems with any part of the repairs or the insurance covering there part of the repairs
Endurance replaced my alternator and paid for OEM parts just like they promised. This service truly provides peace of mind.
Letter from company to renew vehicle warranty it is a bait scam using USPS mail we have no vehicle warranty.
Please be advised Endurance vehicle service contracts are offered in over 3,000 automobile dealerships as well as direct-to-consumers via the internet, television commercials and direct mail promotions.
Endurance is a certified member of the Vehicle Protection Association (VPA). As a certified member, Endurance follows the VPA’s Standards of Conduct. The Standards state that any vehicle service contract selling company must identify itself in the mail piece and Endurance abides by this standard.
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,
Cheryl
I purchased an extended car warranty (Select Premier Plan) with Endurance a little over three years ago. I have been paying a monthly premium of $225 since signing the contract. In September 2019 I took my vehicle into an auto repair mechanic because coolant was found to be leaking. The mechanic found a faulty water pump to be the cause. They also found that the vehicle's sway bars needed to be replaced. The cost of these two repairs were nearly $1,000. When Endurance was contacted to discuss the warranty, I was informed that neither repair was covered under my plan. When I initially spoke with Endurance when signing up for the Select Premier Plan, the sales rep. informed me that essentially anything engine related would be covered under the warranty. I was also told that I would receive information about my plan coverage, but never received it. After having my claim denied, I spoke to another customer service representative and discussed the difficulty I was having paying for premium and wanted to cancel the policy - they then agreed to lower my premium to $75.00 a month. I agreed to this, but after further thinking decided it seemed unusual for a company to lower a premium like that. I then went to a local senior services agency for assistance when I began to question whether the company was legitimate or not. A social worker at the agency sat down with me to contact Endurance to determine why my claim was denied, what my coverage was and get a better explanation as to why the premium was lowered. The customer service representative, Tiffany, refused to allow the social worker to ask questions even though she was given permission by me. This made the process much more difficult due to a hearing impairment. Endurance, in an effort to sell warranties, confuses its consumers. I feel that my claim should either be covered, or my policy cancelled and a full refund provided. There is an issue with confusing and predatory sales tactics with this company.
Please be advised, the cause of failure to the water pump was a failure due to wear and tear. Per the consumer's contract,"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." In the interest of customer service, Endurance has agreed to discount the consumer's contract cost by a portion of the cost of this repair. Regardless of whether or not the contract can cover a particular failure, Endurance will always take measures to assist the consumer in any way possible to ensure the best possible outcome. In regards to the consumer's experience with a customer service representative, Endurance's Quality Assurance team is performing a complete internal investigation. Each Endurance customer deserves only the utmost professionalism and it is clear that this was not the case. Endurance apologizes for any frustration experienced by the consumer and is committed to the highest level of customer service.
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,
James
I purchased a contract in 2017. It promised complete coverage of my engine and drivetrain. In February 2019 I filed a claim for a driveshaft replacement and was denied coverage, The company claimed that the rubber boot failure that made the drive shaft inoperable was caused by normal wear and tear and IT wasn't covered. The drive shaft was but the boot wasn't. So they refused to pay for my repairs. In October 2019 my timing chain became loose and led to other failures within the engine thereby rendering the engine unusable and needing to be replaced. The company sent an assessor to validate my claim and he agreed that it was an internal mechanical failure. When my mechanic called for authorization they said they were denying it because I didnt provide receipts for all my oil changes. I provided receipts and they then told my mechanic that 1 of the receipts, *** Automotive, didnt have the Vehicle Identification Number on it, so again denied. I contacted the company myself and reminded Will J. that nowhere in my contract does it state that the VIN# has to be on receipts. I was told that their previous excuses werent in fact the real issue, the real issue was that In February of 2017 I personally changed my own oil & even though I provided the receipt for that as well and informed Will J. that even though my vehicle isnt listed on that receipt, oil filters are VEHICLE SPECIFIC they refused to accept it as proper maintenance. So their final excuse for not providing the services Ive paid them for is that an oil change performed in Feb 2017 affected my engine functionality in October 2019. I told Will J. that their excuses seem oddly arbitrary to me considering that they keep changing and the assessor agreed that improper maintenance wasn't the root cause. An oil change performed almost 2 yrs past doesn't affect an engine one whit. its obvious they dont want to pay & searched the ether until they found what they think is a proper excuse.
Please be advised, per the consumer's contract (attached), pg. 3, "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.
All verifiable receipts must be retained for any service work and may be requested. The Administrator may request receipts to verify Vehicle maintenance. Receipts must be on licensed repair facility letterhead and include the date and mileage at the time of service. Hand written receipts will not be accepted."To date, the consumer has provided a single verifiable maintenance receipt dated 10/3/19. In addition, the consumer has sent in the following:1. An oil change receipt dated 12-20-18, with no vehicle information. There is no VIN and no entry in the license plate section. Endurance cannot verify that this document matches the vehicle under contract. Please note that without any identifying information, this service receipt cannot be matched to the proper vehicle.
2. A receipt from Autozone showing purchase of several quarts of oil and an oil filter. Please be advised, without any identifying information, Endurance cannot verify any service that was performed with this items. In addition, the M1-113 oil filter fits multiple models of vehicle from Buick, Cadillac, Chevrolet, GMC, Chrysler, Dodge, and Jeep and this alone cannot assist Endurance in confirming that any service was performed on the vehicle under contract.
Without verifiable maintenance documentation, Endurance cannot continue the current claim. If the consumer can provide verifiable maintenance documentation, Endurance will review and continue per the contract. Alternatively, Endurance will be willing assist in sourcing parts and/or labor to decrease the out of pocket cost to the consumer, should maintenance documentation be unavailable.
Please note, to date the consumer has still only submitted a single verifiable maintenance document. No new documentation has been submitted. In addition to the single verifiable maintenance document, the consumer had previously submitted 2 documents, attached to this response. The first document is a receipt from Autozone showing purchase of oil and a filter. There is a handwritten message "customer purchased products to perform his own oil change". Please be advised, this handwritten note is not acceptable proof that the vehicle in question had maintenance services performed, nor the date and mileage of the supposed maintenance services. It is also not clear who wrote the note, and therefore this receipt is not acceptable proof of maintenance.
The second attached document demonstrates an oil change, but the specific vehicle cannot be determined. There is a handwritten note, matching the handwriting on the first document, showing the consumer's name and the last 6 of the VIN. However, the consumer's name is already listed on the document itself in the proper field and it is not clear when this note was applied. Regardless of the missing VIN, the license plate field shows "111". Endurance's inspection photos confirm that this is not the correct license plate for this vehicle and therefore this document cannot be verified as belonging to the vehicle under contract. Without any specific vehicle information, these documents cannot be accepted.
Please be advised, there is no claim that "an oil change from 2 years ago caused the failure". It is the lack of verifiable maintenance that has caused the claim to be declined. Per the consumer's contract, all manufacturer's maintenance guidelines are required to be followed. At this time, Endurance cannot verify that these guidelines were followed.
Without verifiable maintenance documentation, Endurance cannot continue the current claim. If the consumer can provide verifiable maintenance documentation, Endurance will review and continue per the contract. Alternatively, Endurance will be willing assist in sourcing parts and/or labor to decrease the out of pocket cost to the consumer, should maintenance documentation be unavailable.
Complaint: ***
I am rejecting this response because: The handwritten notes on the pages are just that, notes. They're notes my mechanic wrote on the papers for record keeping purposes. They don't pertain to my claim and I never stated that they did. The additional issue of the maintenance receipt from *** Auto Care clearly states that the maintenance was performed on a 2010 Grey Cadillac SRX listed in my name, with my current address and my current phone number, and a corresponding mileage. It strains credulity for the company to claim that I apparently have TWO grey 2010 Cadillac SRX'S with the exact same mileage just laying around. The license plate listing was never mentioned to me until now. At first the problem was no receipts, then the problem was the receipts don't all have a VIN #, a claim that is unsupported by my contract as a disqualifier, now today its the license plate. Their adjuster verified that it was an internal mechanical issue. The fact that I as millions of Americans have done throughout the history of car ownership changed my own oil 2 oil changes and 50,000 miles prior DOES NOT IN ANY WAY, SHAPE OR FORM and in no ones imagination affect the viability of my engine almost 2 yrs later. As Ive stated before it seems to me that the company is searching the ether for excuses why they cant honor the contract that I paid them for. I feel like I've been scammed and their ever changing excuses does nothing to alleviate that feeling, in fact to me it proves my allegations are justified. An earlier claim was treated exactly the same by them in the past, they claimed because a rubber part rendered the entire part unusable they wouldn't cover that part even though it was listed as a covered part, in other words they used an unlisted loophole to NOT cover a part my contract said they would cover. I want to file arbitration but I have received no response in the interim three weeks from the company in answer to my initiation of the process. I was a loyal customer, this is in fact my second contract with them. I will be looking to other companies for my warranty needs and will be sharing my experiences on all social media platforms about their bad faith practices.
Sincerely,
Darren
I purchased a warranty policy from Endurance after my factory warranty was expired, I had an active endurance policy for few months and when my car broke down they refuse to fix it saying that my vehicle had a pre existing condition, that pre existing condition they claim was based on a 2016 oil consumption test that was performed in 2016 in my 2013 Cadillac ATS , since they denied the claim to replace my engine claiming pre existing condition I went to Bayview Cadillac and got the records from my vehicle showing that the oil consumption test done in 2016 was normal and nothing was wrong with my vehicle in 2016 and they had no reason to deny my claim that is cover under my policy in 2018 for a new engine , I got the records plus a letter from the general manager st Bayview Cadillac stating that there was no pre existing condition with my vehicle but Endurance never paid to fix my engine so I had to pay out of pocket to fix it , few months later my AC control system broke and they also deny the claim to fix it when it’s clearly covered under my policy with them, so again I had to fit the bill , after few months my car water pump went bad and again Endurance denied the claim leaving me with another bill to fit , and it didn’t stop there last week my car turbo broke and the mechanic told me that I need a new turbo , Endurance again denied to fix the turbo , I had Cadillac dealership , an attorney and others mechanics review my contract and all of them said the same thing , that all those parts is covered under my contract because it’s stated in there and I have a premium policy with endurance , I need endurance to honor their contract with me because I have been doing my part paying my monthly payment as agreed on contract . I feel like they are bullying me and taking advantage of me .
Endurance understands the consumer's frustration. While the consumer's contract does cover hard-part failures for many components, it does have a list of excluded items, such as seals and gaskets. After a review of the consumer's claim history, each of the consumer's claims happened to be for an excluded item. While Endurance cannot override its contract terms, Endurance is sympathetic to the cost of these claims and has agreed in the interest of customer service to provide a full refund to the consumer, less the cost of one previously goodwilled claim payment.
First when I called the lady made me buy the top coverage,
She said everything would be covered except the old change, brakes and tires, car broke down and claim denied had to pay $1900 out of pocket. when I called and tried to cancel it they kept transfer me from one to another till one guy gave me a deal, I gave it a chance. Again alternator died and claim denied again, called and the same thing happen all over again, missed one payment and the policy canceled and whoever spoke with me on the other phone was rude and racist because my English not perfect.. the canceled my policy and I got no refund at all they never paid for any of my maintenance I paid $2400 out of pocket while having a full coverage warranty, very sketchy and shady business. They tell you something and the contract won’t include everything.
Was told that my claim will not be covered do to vehicle being modified how ever the dealer along with bmw north america says I have the correct size tires on the car in addition was told that even things that have nothing to do with the tires like ac work or electrical would also not be covered
But then tried to sell me a more expensive plan so the car would be covered !!!
Please be advised, the owner's manual for this vehicle lists several factory wheel and tire size options on page 144 (attached). The consumer's wheels and tires are not a stock factory size, nor are they a factory option as listed in the owner's manual and are therefore a modification. As the consumer's contract does not allow for any modifications, the claim was declined.
Please note that while multiple tires and wheels fit this vehicle, the contract only allows for stock sizes or manufacturer factory options. If the consumer can provide documentation from BMW of North America stating that this is an actual factory option and not simply a different size that happens to fit, Endurance will review the new information. The consumer may provide such documentation by email to [email protected].
I called to cancel my vehicle service contract after having read a number of negative reviews regarding this company! I first spoke to a woman who tried to get me to change my mind stating that businesses that have an A+ rating with the Revdex.com pay thousands of dollars to get this rating!! She also offered me a $400.00 discount to lower my monthly payments. I told her I was was not interested and wanted to cancel. When she saw that I was not about to be swayed, she transferred me to a supervisor named Nick. He said he was sorry that I wanted to cancel and asked why. I told him that I was concerned about all of the bad reviews with the Revdex.com, he also mentioned the thousands of dollars that people pay for accreditation, and I also didn't like the 30 day AND 1000 miles waiting period, especially since our 2012 Subaru Forester only has 33,350 + miles and it would take us quite a while to drive the 1000 miles. He would not listen to me, he kept going on and on about what could possibly happen to the car and how much it would cost us for repairs. I felt I was being pressured and told him that I didn't appreciate his high pressure tactics! I kept trying to end the conversation stating I just wanted to cancel the contract and get my $295.00 down payment refunded ( I was within the 30 day period) and end the call. We went round and round for nearly 15 minutes. I was so frustrating by his rudeness and his inability to stop pressuring me, I finally had to hang up on him. After a few minutes, I called back to inquire if I needed a cancellation number. The woman who took my call was extremely rude and told me the policy had been canceled and I would receive my refund, and I did not need a cancellation number. I can see why so many people complained about how difficult it was to deal with this company. I will check with my credit card company regarding my refund in the next few days as I was told it would only take 2 to 3 days. I feel that I was being scammed!!
We entered into an extended warranty contract with Endurance on our *** 2014 Van ***. The entire cost of the policy has been paid and the van is below the mileage and time limits on the policy. On July 8, 2019, we took that van to Fox *** dealership in Charlevoix, MI for work. The van was making a clicking noise and the check engine warning had come on. Fox found that the van had a valve lifter problem. This is a known issue on this V6 engine, It also had a thermostat that was stuck in a partially open position. Endurance said an inspector would be sent within 24 to 48 hours. After two days, Endurance said an inspector would not be sent and asked the dealer to be their inspector and to send copies of documentation on the maintenance and work done on the van, photos of what the dealer had found on the van so far, and an explanation of the work required to be done. This was done. Endurance couldn’t read all of the documents and asked for photocopies of the records be sent to them via the mail. The hard to read documents are records of oil changes that have faded over time. The service manager talked to Endurance at least three times for over an hour. He said this is the worst experience his dealership has ever had with a warranty. He doesn’t understand why Endurance needs oil change receipts. I called Endurance. They wanted a 3rd copy of the documents & asked that I trace info.& if the dates and amounts were not clear, estimate or guess what they were. I could be charged with fraud for doing that. They would not make a determination without the records. After 2 weeks without a car, I had the van fixed without their approval. I had no choice. Fox said I did not cause the problem. They wouldn't accept the dealership's inspection or opinion. I sent a letter to Endurance via email on August 22 with my position and asking for them to cover the cost. There has been not response.
As Endurance had not received legible maintenance records, maintenance could not be verified. During Endurance's attempts to receive legible maintenance documentation, the repair was performed without authorization. Per the consumer's contract, authorization must be given prior to any repair.
In the interest of customer service, Endurance has agreed to provide a goodwill reimbursement to the consumer. Endurance apologizes for the delay experienced by the consumer and strives to provide a continually smooth, expeditious, and exceptional service.
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,
Richard