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 got a motor vehicle service notification from this company indicating that I had contacted them on my vehicle protection status. The only return on the card was Endurance. After researching on the internet I find they are an insurance company. Why would I contact a company about warranty insurance on a brand new vehicle. This company is a sham front in my opinion.
warranty coverage as contracted not honored
On 7/24/19, a representative from Dansen's Auto Repair filed a claim for repair of the transmission on the consumer's vehicle. Dansen's could not provide a specific cause of failure or the extent of damages, and the vehicle was moved to Pearl City Transmission.
A representative from Pearl City Transmission stated that, upon complete diagnostic, the clutches were worn and there was a leaking seal between the valve body and transmission control module. The repair facility stated that they wanted to perform a "soft rebuild" with a new valve body and control module rather than replacing the entire transmission. As the causes of failure were a leaking seal and worn clutches, the claim was declined as wear and tear failures are not eligible on this contract, and seals and gaskets are not eligible as standalone components.
Per the consumer's contract (attached), pg. 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"
Per the consumer's contract, pg. 5,
"SEALS AND GASKETS: Seals and gaskets are covered only in conjunction with a covered component repair. Leaking and/ or failed seals and gaskets are not covered as stand-alone seals or gaskets."
As the causes of failure were not eligible under that contract, Endurance could not participate in the claim payment. Upon receipt of this complaint, Endurance's Customer Resolutions Manager contacted the consumer and, in the interest of customer service, offered an increased refund amount larger than the contractually specified pro-rata refund to help offset some of the repair cost. The consumer declined the offer at that time. Please be advised, Endurance cannot participate in this contractually-declined claim and could only offer assistance in the form of goodwill.
Please be advised, upon the receipt of this complaint, an internal investigation was performed, including the review of recorded phone conversations between the claims department and the consumer's repair facility. The content of the recorded conversation was described appropriately and completely in Endurance's previous response. While Endurance recognizes that the consumer is unhappy about the repair facilty's conversation with the claims department and may have been told a different account by the repair facility, a review of the call recording confirmed the account listed in the previous response.
Per Endurance's previous response, Endurance's Customer Resolutions Manager contacted the consumer and, in the interest of customer service, offered an increased refund amount larger than the contractually specified pro-rata refund to help offset some of the repair cost. The consumer declined the offer at that time. Please be advised, Endurance cannot participate in this contractually-declined claim and could only offer assistance in the form of goodwill.
Complaint: ***
I am rejecting this response because:
Aloha, please see attached statement from mechanic. Our mechanic spent over an hour explaining that the part was not a seal and was located in an enclosed unaccessible unmaintanable area of the transmission which is clearly covered by the extended warranty. Please take the time to contact our mechanic John at Pearl City Transmission @ *** . He said the agents talked circles around his explainations, misdirecting and almost cohersing him to say things that were misleading, you can get the whole story from him. We were trying to get the name of the local inspector or any agents name after the inital complaint we were denied. We're not complaining because we're unhappy, if it was legit we'd have no issue. We're spending our valuable time on this because we paid/are paying diligently for a service we did not benefit from as contracted. On several occasions I asked for info in writing so I may have a record of conversation. They said they don't do that. On our last communication Endurance contacted my husband with a goodwill, one time offer after we made our initial Revdex.com complaint. I intervined on call to document event, I asked for agents name and requested to receive offer in an email for documentation, he denied me and got very agitated, I told him I wouldn't continue conversation until I got his name, he flat out refused and dangled the one time offer and explained how Revdex.com could not do anything for us telling me he just got off the phone with the Revdex.com VP. I ended the call as he became threatening. At one point our mechanic asked for the name of the local inspector so we may get her report, the endurance agent actually said "we don't give out that info and they don't know what they're doing anyway." We totally feel wronged and wouldn't feel that way if we didn't have the complete support of our mechanic. We're in the process of contacting several consumer advocacy groups and car sales venues locally including the group that referred us to Endurance sharing our experience and fully intend on pursuing this. Any advice, support or recommendations on how to right this wrong on the local and national level is truly appreciated and heartfelf.
Sincerely,
Lorra
DO NOT PURCHASE FROM THIS COMPANY. I purchased a warranty from Endurance for $ 2500.00 paid in full had the warranty coverage for about a month and a half and my *** Truck had broke down it was towed to the *** Dealer and its been at the *** repair shop for TWO MONTHS The Endurance warranty is giving the *** repair shop a runaround and the service adviser has been on the phone with Endurance Smart Auto Care for HOURS ON END and the *** Service department say the turbo charger is gone and needs to be replaced but Endurance will not authorize the replacement a covered part by Endurance but is telling the *** repair shop to replace thing that are not covered at my expense and I have PAID OVER $ 1000.00 OUT OF MY POCKET and still the same issue with the truck and still at the dealer. I have tried to cancel and get my money back but keep getting put on hold by a person and he was very rude and hung up on me after being on the phone for over an hour on hold.Note I was very pleasant and not rude.
Company is refusing to cover a repair to my vehicle. I have met all the terms and conditions on the contract - I traveled 1,000 miles and did not make a claim in the first 60 days. The company claims my mileage was never verified. They made no attempts to contact me during the 6 months of holding the policy to verify my mileage. I have requested evidence of a single attempt to contact me to tell me there was a problem with my policy, they were unable to do so.
I then drove my car from MA to NJ, at which point in time the rear differential broke. I had the car towed to a service provider. When the service provider attempted to process the claim it was denied and claimed to be a pre-existing condition. This is interesting given that the car is currently undrivable, yet somehow it drove a thousand miles (evidence is available in the form of *** records, including photos of my license plate.
Endurance has agreed in the interest of customer service to provide the consumer with a full refund.
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,
Jason
The sales people predated on me over a year.
Extended warranty sold over the phone 9/7/2018 on a car worth $4K with a total premium of $3K for a 60-month coverage, starting payment of $300. I cancelled it 10/16/2018,
They called and resold me the same policy for $300 on 7/20/2019. I cancelled 9/24/2019,
They called and sold a second policy on 8/16/2019 for $175. Contract number ***.
My credit card was billed 8/20/2019 for $172.88 and 9/16/2019 for $92.22.
Their stales tactic was confusing and being an 80-year old widow, I had no one to discuss with and they convinced me I was doing the right thing even if it was something I had previously cancelled or already held.
On 8/7/18, the consumer contacted ***, a selling agent for Endurance, in reply to a mailed advertisement. The consumer purchased a vehicle service contract for her 2007 ***.
On 9/13/18, the consumer contacted *** and requested cancellation of the contract. *** cancelled the contract at the consumer's request.
On 7/20/19, the consumer contacted Endurance in a reply to a mailed advertisement and purchased a new service contract for the same vehicle.
On 8/16/19, the consumer contacted *** in reply to a mailed advertisement and purchased a service contract for the vehicle at a lower rate due to a promotion run by ***. The consumer then contacted Endurance and cancelled the contract sold on 7/20/19.
At no time did Endurance or *** collect information in regards to the consumer's age, and neither Endurance nor *** make any marketing, sales, or other business decisions based on a consumer's age. Endurance and *** simply received contact from an interested consumer and provided the product advertised to the consumer as requested.
As a result of this complaint, Endurance has expedited the consumer's pro-rata refund check. In addition, Endurance has directed *** to cancel the consumer's current service contract and issue any eligible pro-rata refund. Endurance will ensure that the consumer is removed from any mailing list so that she does not receive any further advertisements for Endurance and *** products.
I was a contract holder with Endurance Warranty Company. They canceled my contract without notifying me and failed to pay for the repairs they approved previously. I have reached out to this company at least a dozen times to only reach representatives that cannot resolve the matter and/or become confrontational this, failing to uphold customer service. The company states my warranty is void based on the details outlined in the contract. The contract do not say anything about things that void the warranty. I have filed paperwork for arbitration and no one has responded. They continue to lie and say someone will call me but no one ever calls unless it relates to a payment.
During the initial activation of contract, the consumer was asked a series of qualifying questions to ensure that the vehicle was properly qualified for the specific level of coverage quoted. These questions include the following: "Are there any modifications to the vehicle, including oversized or undersized wheels and tires or lift kits?"
A review of the call recording confirmed that the consumer was asked this question and answered that there were no modifications.
As part of the normal claims process, an independent third-party inspector was sent to confirm the status of the vehicle, as well as the failures reported by the repair facility. During the inspection, the following modification was noted:
Mounted wheels and tires: 275/25R26
Stock wheels and tires per the vehicle placard: 225/60R17
Per the contract (attached), pg. 7, coverage is not provided under this contract
"If any alterations have been made to Your Vehicle or You are using or have used Your Vehicle in a manner not recommended by the manufacturer, including but not limited to: the failure of any custom or add-on part, all frame or suspension modifications, oversized/undersized tires or wheels, trailer hitches. Also not covered are any emissions and/or exhaust systems modifications, engine modifications, transmission modifications, and/or drive axle modifications, which includes any performance modifications."
The claim was subsequently declined due to the modification.
As the vehicle was modified and the consumer's contract does not allow for any modifications, Endurance has provided a full refund to the consumer in the interest of customer service. The refund check will be sent to the customer on 10/3.
I was told by Endurance I could not view their contract terms unless I signed up; that I would have 30 days to decide if I wanted to keep them. Almost 30 days after signing up I still had not received the contract nor could I view it on line. So, I decided to cancel. Policy was canceled over the phone and I was told I would receive my down payment of a little over $208.00 in about 10 business days. Two weeks and I still had not received a check, so I called again. No record of any check sent. The representative said a check would be sent next week on Oct. 2nd. Today is Sept. 25th. I am hoping this is not a lesson learned at the cost of a little over $208.00. All of this after being on hold for 10 minutes!!
I continue to get letters from this company. I don't have a warranty on my vehicle and never have. I have received approximately 8 letters (which I can email if you'd like to see) and I tried calling the number to ask them to STOP calling me and was put on hold for over 10 minutes with the promise that I was next in line. I blocked my number from them in case they would start calling me, but I'd like it to stop! I don't know what type of scam it is, but I don't want them to contact me and am worried about other elderly people getting scammed by them.
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 an extended warranty with this company and up until now I've been fairly satisfied with them I had some mechanical work done So I take my car to the mechanic we make the claim but was not made aware that I had to make my claim at the same date For the car rental so I call the company at a later date to see What I need it to do to rent a Car they tell me I would pay for it then they would reimburse me now I don't wanna reimbursed me because the car rental date doesn't coincide with decline for the mechanical work and I am out $200 I just want to let you all know that I pay $208 a month for this extended warranty And I'm just not very satisfied with this company right now this is why I'm making my complaint
On 8/26/19, the consumer's repair facility contacted Endurance's claims department to file a claim for repairs. As the failure was eligible under the consumer's contract, the claim was authorized in full in the amount of $633.57.
On 8/30/19, the repair facility notified Endurance that the repairs had been completed and submitted a completed invoice signed by the consumer. At that time, Endurance furnished payment to the repair facility.
Please be advised, the rental invoice submitted by the consumer showed that a rental vehicle was acquired on 9/6/19, a week after repairs had been completed and paid for by Endurance.
Per the consumer's contract, rental reimbursement is provided during the time of the repair and will not continue beyond the day that repairs are completed. Endurance is not aware of why the consumer rented a vehicle one week after repairs had already been completed and can only furnish rental for the time period during which the vehicle was in the repair facility. Rental outside a repair visit is not eligible on the consumer's contract.
I TOOK MY VEHICLE IN FOR A COVERED REPAIR (TRANSFER CASE) WHICH I HAVE FULL COVERAGE WITH ENDURANCE FOR A 2ND TIME AND FOR A 2ND TIME THEY DENIED REPAIRING MY COVERED PART CLAIMING I VOIDED MY WARRANTY JUST BECAUSE I ADDED NEW RIMS AND TIRES. NOW KEEP IN MIND THIS WAS THE 2ND TIME THE 1ST TIME WAS JULY 5TH I BROUGHT IN FOR THE SAME ISSUE (TRANSFER CASE) AND AT THAT TIME I STILL HAD ORIGINAL RIMS ON VEHICLE AND THEY STILL DENIED IT BY BASICALLY IGNORING THE CLAIM. AFTER CALLING THEM FOR AN ENTIRE WEEK TO GET THIS RESOLVED THEY STILL DENIED MY CLAIM AND ON TOP OF THAT THE SUPERVISOR ERIKA TOLD ME THAT IF ANYTHING ELSE WAS TO BREAK THEY WOULD STILL DENY MY CLAIM SOLELY DUE TO ME HAVING NEW RIMS THAT DOESNT IN ANY WAY INTERFERE WITH THE CARS MECHANICS. SO BASICALLY THEY WANT ME TO CONTINUE TO PAY FOR A WARRANTY THAT WONT COVER ME FOR ANYTHING EVEN THOUGH IVE ALREADY PAID THEM OVER $3,000 AND STILL HAVE ABOUT 5 MORE PAYMENTS. THIS IS OBVIOUSLY TRYING TO CHEAT ON ANOTHER COSTUMER BECAUSE THE ITEM IN QUESTION IS A HIGH PRICED ITEM OVER $2,000 PLUS LABOR. APPARENTLY 3RD PARTY WARRANTY COMPANIES ARE IN THE BUSINESS OF TAKING PEOPLES MONEY AND THEN WHEN WE NEED THEM THEY WILL JUST GIVE YOU AN EXCUSE AND DENY YOUR CLAIM.
On 1/10/18, the consumer purchased the Endurance Supreme coverage. Prior to the transaction, the consumer was asked if there were any modifications to the vehicle, including oversized or undersized wheels are tires. The consumer answered that there were not and the contract was activated.
On 7/5/19, a representative from *** Auto Mall contacted the Endurance claims department and filed a claim for repairs of the transfer case, cv axle, and high pressure A/C hose. As part of the normal claims process, an independent, third-party inspector was dispatched to confirm the failures reported by the repair facility. During the inspection, the inspector confirmed that the wheels and tires on the vehicle matched the size listed on the placard, 295/45/r20. No failure could be verified to the transfer case at that time and the repair could not be authorized. Failures were confirmed to the CV axle and A/C hose. Repairs to those parts were authorized in full in the total amount of $867.32.
On 9/9/19, a representative from *** Auto Mall contacted the claims department and advised that they could now verify a failure to the consumer’s transfer case. As part of the normal claims process, an independent, third-party inspector was again sent to confirm the failure. During the inspection, it was noted that the wheels and tires had been changed to size 285/40/r22. As this was a modification and no modification surcharge had been collected, the claim was suspended.
At this time, the claim is on hold until the appropriate modification surcharge is collected. At that time, Endurance can continue the claims process. To reconcile this surcharge, the consumer may contact Customer Service at .
After discussion with the consumer, Endurance has agreed to provide additional financial assistance in the interest of customer service. Endurance appreciates the consumer's cooperation in reaching a mutually beneficial resolution.
Complaint: ***
I am rejecting this response because: will 1st fax paperwork back to endurance and once check is received and paid I will then accept and close this offer.
Sincerely,
Stuart
Vesh was professional and did a great job in resolving a problem for my mother. She had dementia and does not drive yet she signed up for 2 maintenance programs within 4 days
Vesh took care of cancelling them out. Also Kay took the time to explain why a second policy was sold to my mother within 4 days. She said the sales person was unable to see this if sold in less than a week since it takes at least a week to populate the queue. These people gave me peace of mind and confidence in your company
Robert *** not only transferred my existing contract to a new vehicle, he found me better coverage for less money! He is truly a customer focused person. He made this experience fun!
I purchased an extended warranty from Endurance. I dropped the truck off at the dealer to have the AC repaired that is covered in the contract. Endurance refused to cover the AC repair stating that it was broke prior to the contract. The AC was not working prior to the contract but was fixed during the 30 day 1000 mile waiting period. I asked Endurance for a complete refund or agree to pay for the repair and they refused to do either. They stated that I must cancel the contract within 30 days, I informed them that I received the contract on 8-20 and contacted them on 9-17 to cancel. They still refused.
The consumer's repair facility reported a failure to the A/C compressor. As part of the normal claims process, Endurance acquired a vehicle history report. The vehicle history report showed that the vehicle was serviced on 7/31, one day prior to contract activation. Endurance requested this document to help verify the vehicle's status at the time of activation. The document showed that an A/C compressor failure was diagnosed on that day and repairs were declined by the consumer. The claim was subsequently declined as the failure was pre-existing to the contract.
Subsequent to the declined claim, the consumer advised Endurance that he had declined the repair at that time, but had self-performed the repair using a replacement part that he had acquired himself. Unfortunately, no documentation could be provided to confirm this and the claim remained declined.
Endurance apologizes for the frustration that this has caused the consumer and is committed to the highest level of customer satisfaction. In the interest of customer service, Endurance has agreed to issue a full refund to the consumer. A manager from Endurance made contact with the consumer to inform him of the resolution and the consumer indicated his satisfaction with the result. Endurance appreciates the consumer's cooperation in determining a mutually beneficial resolution.
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,
Gregory
I was not happy with my custonee service. The customer service representative that I talk to when I called to cancel my service was very rude. Instead of understanding what I needed in wanting to cancel my policy due to lack of financial means, he sits there and lectures me instead on the higher need was keeping my car covered than putting food in my children's mouth. when I finally got him to cancel the policy, he tries to make up for what he has said and his actions by trying to give me a discounted rate. Needless to say all efforts word in vain.
I was ready to cancel the warranty but I spoke with Teniece she was extremely helpful and explained all my concerns. I hope if I ever have a issue with my car they will be there for me .
As far as setting up my plan, they were nothing short of fantastic. I work with corporations all over the nation, and part of what I do requires human behavior assessments as well as identifying the culture within an organization. I was fortunate enough to get the pleasure of working with Michael M who previously served our country and has now been with endurance for the past 15 years. He was originally driven to Endurance as his second career because of an unfortunate circumstance where he was miss informed about an automotive warranty and was forced to learn the hard way. Wanting to help others avoid the heartache and troubles he ones endured. Occasionally I come across an individual where there passion, commitment and belief in their company is so strong you can hear it in their voice. My experience with Endurance & Michael is one that could be described as a breath of fresh air, with a level of service some would relate to as a time of the past. He was honest, straightforward and upfront, he clearly believed in his product and answered every question to the best of his ability. I never felt pressured and was given everything I needed to make the best possible educated decision. Thanks to Michael, I am now a proud member of Endurance.
Had a great conversation with a very informative representative/agent named Vesh. I am an owner of a business here in NYC and I know the value of great customer service and he possessed it. Vesh knows his product and believes in it. Him and I will have many conversations over the course of my policy tenure but I like the fact that he is knowledgeable about the product and made sure the service I have meets my needs and expectations. Kudos to Endurance for hiring him.
EXCELLENT customer service from Johnny ***.! He was professional and very courteous. He answered each of my questions thoroughly and addressed my concerns with in-depth knowledge of the warranty services and procedures. He was a pleasure to work with and is definitely an asset for the Endurance company!
I purchase the "Xtra Supreme" warranty from Endurance that cost $4598.00. The cover letter states that I have the assurance that all major repairs will be covered. My car has been sitting o my drive going on four years. It has been towed to two dealerships for repairs. They would not touch it because of previous dealings with Endurance. They said that Endurance will have them take the engine apart at owner's expense costing over a thousand dollars, send an adjuster out to say they will not cover it. And owner is left with the cost. I have called a number of repair shops and no one will touch it. I have had previous conversations with Endurance and *** National Dealer Services and the ecperience was horrible. The service shop owner went back and forth with them several times to the point it interupted his work flow. They exhausted all of us. They tried everything to keep from paying. They requested pictures of parts. Pictures of the boxes parts came in. We complied with everything and that still refused to pay for repairs. They are relentless.
Please be advised, Endurance was the selling agent on this contract. The administrator/obligor is *** National Dealer Services (INDS). This means that INDS is responsible for all claims administration (approval/denial and payment) and Endurance plays no role in these decisions.
The last claim filed on this consumer's contract was on 8/10/2017 for a fuel pump. Endurance has been informed that INDS authorized the claim in full and submitted payment of $682.64 to American Brake and Muffler on 8/11/2017. Endurance is not aware of any claims that have been filed since that time.
Please note, the expiration date of the consumer's contract is 9/19/2019. Endurance recommends that, if there are any new failures, that a claim be submitted to INDS before that time. Contact information for INDS is as follows:
*** National Dealer Services
***
Atlanta, GA 30339
Customer Service:
Claims:
I WOULD GIVE IT - 2 IF I COULD! ALMOST IMPOSSIBLE TO CANCEL. THEY MAK THE PROCESS HORRIBLY INVOLVED AND YOU ARE REQUIRED TO SPEAK WITH CUSTOMER SERVICE REPS AND WHEN YOU CALL, THE FIRST REP YOU GET ALWAYS STATES THAT YOU MUST SPEAK WITH ANOTHER LEVEL CUSTOMER SERVICE REP AND THEY TRANSFER YOU BACK INTO A CUE WHERE YOU WILL HAVE A MINIMUM 10 TO 40 MINUTE WAIT AS IN MY CASE. I HAVE BEEN TRYING TO CANCEL SINCE FRIDAY AND IT'S NOW SATURDAY AND I HAVE CALLED 7 TIMES AND BEEN TRANSFERRED ALL OVER THE PLACE AND IM 3 HOURS INTO THESE CALLS AND HAVE BEEN HUNG UP ON TWICE AS WELL. THIS COMPANY TREATS A CUSTOMER AFTER THEY GET YOUR MONEY LIKE S! I CAN ONLY IMAGINE HOW DIFFICULT IT IS TO GET SOMEONE IF YOU HAVE TO PROCESS A CLAIM! RIDICULOUS