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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Received a letter that my warranty was ending. I called to tell them I no longer had that car. The man asked me many personal questions, got another person on the call and tried to sell me another policy for my old car!! WHAT SCAM ARTISTS!!!
NEVER DO BUSINESS WITH THESE GUYS!!!!!
I would like I say that I am very pleased with endurance and their customer service. My experience with them has been amazing. I would definitely recommend to a friend. There was a mess up, I told one employee that I was not able to pay on my due date and to hold it for a week till I had the money In my account, but somehow the person had messed up and and my account got charged so I got overdraft , I was super mad but I called as soon as it happen and spoke with an employee named Juan *** he was very cordial and helped me in more ways than he needed too. He was able to get me a refund and he even offered to pay my bill for October. I recommend endurance to anyone that needs a warranty very reasonable priced and very customer savvy, and I do recommend speaking with Juan he is very good at his job
I purchased the policy just after buying my used 2014 *** ATS.. felt like it was the right thing to do .,. the salesman told me the policy was bumper to bumper and that all parts would be covered except basic maintenance.. I bought in .. 6 months later I took my vehicle in for a transmission service and was told that I had an Internal leak and it needed to be replaced.. I submitted the claim and it was denied stating that my policy does not cover seals and gaskets.. The dealership explained that it was an internal seal in the transmission and my policy states that ALL INTERNAL PARTS OF THE TRANSMISSION are covered. but they refuse to pay the claim or my rental car fees.. on my policy it states in another paragraph not related to the transmission that seals and gaskets are not covered but I assumed it meant external seals and gaskets not relative to the transmission as it was not listed with the transmission coverage. It is also advertised on the Consumer affairs website that seals and gaskets ARE in fact covered under the companies Select premier Plan.. then plan I purchased... . I feel like they have twisted the words of the contract to get out of paying for costly repairs. It is $2700 to take apart the transmission and find the internal seal that may be leaking and any other repairs. They say I have to pay that. I bought this plan to NOT have to incur such costs. They advertise all parts covered, they told me in the sales process all parts were covered, never gave me a list of exclusions during the sales process. The exclusion of seals and gaskets is not listed with any specific major part like transmission, engine, etc. They have taken $9 off of my monthly payment as a solution to having to deny the claim, and offered to waive One months service fee. I feel that is not a worthy solution I need my vehicle repaired according to the contract statement that ALL INTERNAL PARTS OF THE TRANSMISSION are covered as the issue is internal.
On 4/17/19, the consumer purchased an Endurance Select Premier contract. A copy of the contract is attached. Upon receipt of this complaint, Endurance performed an internal investigation, including a review of call recordings from the purchase, verification, and subsequent communication. The call recordings confirm that the contract was described correctly by both the activation specialist and the verified. The recordings confirm that at no point was the consumer told that the contract was “bumper-to-bumper”. The consumer was informed that any exclusions would be listed in the contract, and upon purchase was provided with an electronic copy of the contract. The consumer was provided a 30-day review period during which she could receive a full refund.
On 9/6/19, a representative from the consumer’s repair facility contacted the Endurance claims department to file a claim for repairs. The repair facility reported that the vehicle had been driven in to the repair facility 5 quarts low on transmission fluid and actively leaking from a seal in the front of the transmission. As part of the normal claims process, an independent third-party inspector was sent to confirm the failures reported by the repair facility. The inspector confirmed the leaking seal, as well as confirming verbally with the technician that the vehicle had been driven in to the repair facility 5 quarts low on fluid. The technician confirmed that the internal damage to the transmission was due to the lack of fluid.
Per the consumer’s contract (attached), pg. 7, “Exclusions”, coverage is not provided under this contract
“For any part that a repair facility or manufacturer recommends or requires that it be replaced or repaired, updated, and is not a covered mechanical Breakdown, is Your responsibility and expense. For any Breakdown caused by misuse, abuse, negligence, lack of normal maintenance required by the manufacturer’s maintenance schedule for Your Vehicle or improper servicing or repairs subsequent to purchase. For any Breakdown caused by sludge buildup resulting from Your failure to perform recommended maintenance services, or failure to maintain proper levels of lubricants and/or coolants, or failure to protect Your Vehicle from further damage when a Breakdown has occurred or failure to have Your Vehicle towed to the service facility when continued operation may result in further damage. Continued operation includes Your failure to observe warning lights, gauges, or any other signs of overheating or component failure, such as fluid leakage, slipping, knocking, or smoking, and not protecting Your Vehicle by continuing to drive creating damage beyond the initial failure. Lack of mechanical knowledge is not an excuse for continued operation.
For any safety related maintenance events required by Your state or the manufacturer of Your Vehicle or a Breakdown caused by continued operation of the Vehicle in an overheated condition irrespective of thermostat failure or the lack of proper and necessary amounts of coolants or lubricants.”
As the consumer’s contract excludes failures due to loss of fluids, the repair was declined.
In addition, the leak itself was due to the failure of a seal. 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 initial failed component was a seal, the repair was not eligible for coverage.
Subsequent to the declined claim, an Endurance representative, David, reached out to the consumer in an attempt to assist with sourcing parts and labor to decrease the out of pocket cost. The consumer can reach David at .
Complaint: ***
I am rejecting this response because: The vehicle was purchased in April 2019. The type of transmission on the car does not have a way for me to check the fluid aside form taking it in for service to a *** Dealeship which is what I had done. There was NO way for me to know the transmission was low until I got it there and they discovered the leak . the reason why it was low was because of the leak NOT because of my negligence. My contract states that ALL INTERNAL PARTS OF my transmission are covered. If something caused a leak and a subsequent seal damage I would have never known until service. My vehicle is not leaking fluid outside of the transmission. the leak is contained inside of the transmission. Their are no puddles of transmission fluid coming from my car . In fact there IS NO SIGN OF A LEAK AT ALL , and again the transmission is one unit and can only be checked at a *** dealership. I have only had the vehicle for 6 months . at the time that I noticed a problem I did not hesitate but took it in for service and was told about the internal leak .. if all internal parts are covered and the leak is internal and contained within the unit it should be covered. If the lack of fluid caused a seal t break something else must be causing the fluid to leak and burn off inside of the transmission . THAT is an internal problem and all internal parts are covered per my contract. The dealership is saying it is $2700 just to find what is causing the leak .. The company should cover that and the repairs.. THIS IS AN INTERNAL PROBLEM that could have NOT been prevented. I did not neglect to put fluid in because I could not . so I took it to the dealership as instructed. Please pay for my repairs. This is not an old transmision but a new one , and the lack of fluid is because of some internal issue not my negligence.
Sincerely,
Marla
After discussion with the consumer, Endurance has agreed to provide a full refund to the consumer in the interest of customer service.
Endurance warranty is a joke . They will not fix certain parts for your car even tho it’s included in the warranty . Just think about it . Why would they pay the money for something that’s going cost them more.
STAY FAR FAR AWAY FROM THESE SCAM ARTISTS.
I canceled my policy right away after such a poor experience. Even this is such a hassle! They don’t tell you about how this process works when you are signing up. Well, now I have to write a letter that states the mileage and go pay out of my pocket to have the letter notarized stating the mileage is actual!! And this is the ONLY way to process the refund. Oh, and it’s going to take 30 days for a check to be mailed once they receive the notarized mileage letter in the mail!!! It’s hard to believe this is the only way to process a refund when we are living in a time of technology all around us. To top it off? The customer service is absolutely horrific. Each account manager I spoke to was more rude than the previous. Kept talking over me and arguing with me. Please stay away!!!!!
THE COMPANY DID NOT STAND BEHIND THEIR WARRANTY WHICH WAS PAID 3,334.00 plus the initial start up fee.
Endurance is looking for a needle in a haystack, always a reason to decline the claim. Absolutely ludicrous!! This company is a waste! PLEASE SAVE YOUR MONEY!!
This is the real deal warranty company to consider, I give it 5 stars and recommend it to anyone shopping for a extended warranty, they have came through with their promises and service 100% of the time, excellent customer service, the actual model for what customer service should be!!!
Vernetta is easy to speak to and very friendly. She helped me out with all my questions and concerns, and made me feel very comfortable.
AUGUST 16, 2019 opened Claim with Endurance for 2012 Chrysler Town and Country. They have said the engine is approved part of warranty but still will not approve claim to be fixed. I have been with out my vehicle for A MONTH. They are suppose to pay rental while it gets fixed but they will not until they approve replacing motor which they still have not. The Garage Four Season Auto Repair In Ilion NY 13357 Phone 315-894-5087 can verify all of this along with the hassle and run around with Endurance. So its not just me going through all this for a MONTH but the Garage as well! They have sent out an adjuster 2 times to verify what the garage and mehanics is saying is true which is engine is shot. Endurance says they want cause og why engine went. Garage told them its because Lower End Crank Bearing went. Now they want to know why that went and theres no specific reason. I have kept up on all maintnance of this vehicle which garage sent to them as well and thus why they didnt deny. But still waiting a month for an approval for covered part (Engine). Still waiting a month for it to get fixed and have a vehicle. Still waiting for approval for rental which we had to pay for and Enduracne will not cover rental untill they approve engine to be replaced. Their reason for STILL not alllowing an engine to be replaced is they need diagnosis. They said if someone dies they have an autopsy. they find out they died from heart attack. thats diagnosis. So they need dianosis why engine died. Them tearing engine apart according to how Endurance wants it taken apart shows Engine died bc of lower end crank bearing went. And that is still not good enough diagnosis for Endurance to replace the covered part "Engine" So I paid and continue to pay for this warranty for over a year and have a car payment for vehicle I cant use as Endurance refuses to repair covered part. Also attached is copy of email from buying polic. They state they are Revdex.com Accredited A+. Thats false advertising!
The consumer's repair facility filed a repair claim for replacement of the consumer's engine. As part of the claims process, Endurance requested additional diagnosis ("teardown") to verify the specific cause of failure and extent of damages. Per the consumer's contract (attached), page 4, "Filing a Breakdown Claim":"In some cases, you may need to authorize the licensed repair facility to inspect and/or tear-down your vehicle to determine the cause and cost of the repair".
Once the tear-down was completed, failure was verified to the lifters. No damage was discovered that would require complete engine replacement. As the lifters are eligible under the consumer's contract, the lifter repair was authorized in full. Endurance is currently awaiting the repair facility to complete the repair and submit a completed invoice. At that time, payment for the lifter repair can be issued to the repair facility.
Please be advised, no failure was verified that would require complete replacement of the engine. The inspection report and photos demonstrated a small amount of fine metal in the oil pan due to the lifter failure. In regards to the "lower end bearing", the repair facility removed 1 rod cap. The bearing on that rod appeared new and in excellent condition, with no failure verified. If the repair facility can provide evidence to demonstrate any other failure, they should immediately present such evidence to the Endurance claims department.
At this time, the lifter repair remains authorized in full and Endurance is awaiting a completed invoice to submit payment once the repairs have been finished.
Complaint: ***
I am rejecting this response because:
Lifters have not been approved in FULL as is being stated again by Endurance. They are NOT approving all the labor for breakdown only 1.5 hours. I will update Once they pay for repair of lifters.
Sincerely,
Lisa
On my contract it specifically states that it covers turbo chargers which my truck has. They refused to pay claim because they said that the contract didn't cover seals. What always happens is that the bearings fail causing the seals to start leaking. The bearings had completely come apart. I argued with them as did my mechanic to no avail. We were stranded 300 miles from home. I had to pay for repairs myself. They were also supposed to cover lodging and rental car when that far from home. It took the adjuster over a week to even show up at the shop to either approve or deny claim.
Please be advised the, consumer's contract (attached) does not cover seals and gaskets as a standalone cause of failure, nor does it cover failures due to wear and tear.
On a recorded line, the consumer's repair facility initially reported the failure of the seals as the cause of failure of the turbo. As seals and gaskets are not eligible, the claim was declined. After the claim was declined, the repair facility changed their diagnosis to a worn bearing. As wear and tear failures are not eligible, the claim remained declined.
Endurance apologizes for the delay in processing the consumer's pro-rata refund. A 10% delay charge of $89.14 is due to the consumer and was not added to the refund check due to a clerical error. A check in the amount of $89.14 was sent to the consumer on 9/17.
I bought a policy with this company. I tried to submit claims multiple times they kept telling me it was not covered,so I sought to cancel the policy and get a refund. I never received the refund I called today and said I would not be getting a refund, despite my mileage and contract term being well below the contract terms. I payed them well over $1000 plus monthly payments and should receive something once I canceled.
Please be advised, the consumer's contract (attached) is a stated component contract. This means that all eligible components are listed by name on the contract, under the Schedule of Coverage on pages 4 and 5. Part not listed are not eligible for coverage.
The consumer's repair facility filed claims for a blower switch, left front strut, and CV boot. Unfortunately, these parts are not listed for coverage and were therefore ineligible for authorization.
On 7/18, the consumer cancelled his contract and provided a final mileage of 178,849. Endurance calculated the consumer's pro-rata refund per the contract standards, found on page 8:
"If this Contract is cancelled by You within thirty (30) days of purchase and no claim has been filed, the entire Contract Purchase Price paid will be refunded. 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."
Due to the usage of the contract by mileage driven, the consumer's pro-rata refund was $-182.10. As the refund amount was negative, the account was ineligible for a pro-rata refund.
In the interest of customer service, Endurance will be refunding the consumer's last monthly payment.
This warranty company is horrible to deal with when trying to get ANYTHJNG done with your vehicle. I used to recommend this company when my car had mechanical issues but not anymore don’t waste your time!! This warranty company refuses to let you speak to a supervisor or manager when asked and has yet to reimburse me for my rental car which has been over a month now! First, when they send an inspector out to look at my vehicle damages he never calls and never shows! After waiting almost a week for an inspector to show up, they finally approve the work just to send out the wrong parts for my car! Then they insist that they can only reimburse me for up to 5 days even thought their inspector was late and they didn’t even give my shop the right parts! On top of that, I was paying out of pocket for a rental car because of their mistakes! And the best part is they only send out reimbursement checks on Friday! So when they messed up my first check by getting my address wrong, they had to void it and send out another one. But get this - it’s been over a week since that new check was supposedly sent out and I still haven’t received my reimbursement! Such an inconvenience to me to be told on the phone that the customer service representatives “don’t know” or “can’t do anything about it” because I’m expected to go out of my way to drive to a post office to check for my mail that hasn’t come! No tracking or information on it. So frustrating and definitely not worth my wasted time. The next move I’ll be making is to my lawyer because they are withholding my money from me.
The consumer's rental reimbursement check was initially sent without an apartment number. Upon notification of this error, Endurance sent out a new check to the correct address. The consumer notified Endurance that she had still not received the new check. Endurance then sent a third check via ***. Tracking information for the check is attached to this response.Endurance apologizes for the delay experienced by the consumer and is committed to the highest level of customer service.
I was so ready to cancel my policy...and this little gal just was so persistent, kind and polite in assisting me with a conference call to the claims dept.
She worked it all out for me. I will continue my coverage now knowing there are people working for Endurance that really take the time to assist and step up with integrity and backing for their customers. C.
Great service. I found it a easy task to change over the warranty from one vehicle to another. I will recommend them to everyone looking for a warranty. Keep up the great work.
John *** was extremely helpful in walking me through my policy on what it did and didn't cover and made me feel like getting my policy was a great decision.
I received a 3 month 3000 mile warranty with my used vehicle from Endurance Dealer Services. The *** Select plan witch is a full drive train warranty. My engine blew up after 13 days and 700 miles and they are refusing to cover it saying it's the dealers problem. The dealer sold me the car as is, no dealer warranty. Which is why they offered the Endurance plan.
Due to the nature of the repair and its occurrence early in the contract, Endurance reached out to the consumer’s selling dealer to gain more information in regards to the vehicle’s condition at sale. Once Endurance received this information, the claims process continued.
At this time, the claim is authorized in full and Endurance is awaiting the repair facility’s signed invoice confirming that the repair has been completed. Once the repair has been completed and the paperwork submitted to Endurance, Endurance can issue payment to the repair facility.
Endurance apologizes for the delay and appreciates the consumer’s patience.
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,
Raymond
Best customer service ever & I would definitely recommend it to anyone!!!
I signed up for their service on 5/8/19. I was told the policy would not go into effect until 90 days and 3000 miles. After 4 months and 7000 miles I needed to take my car to the dealership because my door locks stopped working. I made an appointment and the dealership started my class on 8/27/19. That morning they looked over my car and contacted Endurance to start a claim. Endurance said they needed an adjuster to come inspect my car and that they would be there within 24 hours. I called Endurance on 8/28/19 over 24 hours from when the claim was started. I asked why the adjuster didn’t show. They stated he called the dealership several times to make arrangements to come but they never answer the phone. Funny since I’ve called the dealership 8 times at this point and someone ALWAYS answers the phone. Dealership tells me they finally spoke to the adjuster and he would be there today, 9/3/19. As of 6pm the adjuster has still not been there. The service department is now closed and it’s been a week that I’ve been without my car. This was supposed to be resolved within 24 hours! I drove for *** and rely on my car to make a living. Endurance is aware of this. I had to select a higher priced plan because of my being an *** driver. Yet they don’t see that anything is wrong. UNACCEPTABLE
Please be advised, Endurance is simply the selling agent of this contract. The administrator/obligor is United Car Care (UCC). This means that UCC is responsible for the administration of claims and Endurance plays no role in this process.
Upon receipt of this complaint, Endurance reached out to UCC to determine the best course of action.
On 8/28, the consumer's repair facility contacted UCC to file a claim for repairs. As part of the normal claims process, UCC attempted to dispatch an independent, third-party inspector to confirm the failures reported by the repair facility.
The inspector attempted to contact the repair facility to confirm a time for the inspection, as well as ensure that the vehicle was ready for inspection. The inspector attempted to contact the repair facility on 8/29, 8/30, 9/2, and 9/3 without success. The inspector left multiple voicemails for the repair facility but did not receive any callback and was not able to make contact.
On 9/4, the repair facility contacted UCC in regards to the inspection. UCC advised that the inspector had been trying to make contact for nearly a week, and needed to make contact to set up a time and ensure that the vehicle was ready for inspection. The repair facility indicated their understanding.
Upon the inspector's arrival at the repair facility, the vehicle was not present for inspection. At this time, Endurance recommends that the consumer take the vehicle back to the repair facility and have the repair facility contact UCC for inspection.
United Car Care, the claims administrator, can be contacted at .
Complaint: ***
I am rejecting this response because:I spoke with Endurance and saw where the inspector noted how many times he called. Funny that I called the dealership 2 times a day and always got a live person on the phone. I was forced to pick up my car without getting the work done because I drive for *** and depend on my vehicle for my livelihood. After a week without a car I had already lost out on over $1000 in earnings. The inspector needs to actually go to the location. My car was there and ready for inspection for a week. If they can’t provide service in a timely manner then they should just do what I asked and refund my policy with them since they are unable to provide the service that was promised when I agreed to purchase. Or amend their policy to allow for a rental car until their inspector can get to the location in question. It’s not my problem that they contract a 3rd party to do inspections. I did not pay a third party. I paid them.
Sincerely,
William
Per the previous response, the claim is still open and can be continued as soon as the repair facility notifies United Car Care that the vehicle is present at the facility.
If the consumer wishes instead to cancel both the claim and his contract and receive his pro-rata refund, he may do so by contacting . In the interest of customer service, Endurance will agree to expedite any eligible pro-rata refund.
For all the hard work the guys did the last few days trying to get my claim straightened out I appreciate it a lot
I pay for top package warranty for 6 years and after 2 years of service they are denied my claim for repairs to my vehicle because the repairs exceed the value of my car so why did they sell me that policy knowing that my car is old and they knew that after they run your vin number and still sold me the contract and after talking to them about it for over 45 minutes I asks to speak to a supervisor they denied me and kept giving me the runaround
Each Endurance vehicle service contract has a limit of liability, specifying the maximum amount that the contract can pay out. On the consumer's contract (attached), pg. 3, in bold font, "Limit of Liability":
"The aggregate limit of liability shall be the lesser of, the average trade-in value of the Vehicle as provided by the NADA Guides or the purchase price of the Vehicle as provided by a Bill of Sale."
To date, Endurance has paid all 4 of the consumer's claims, totaling $3615.70. The NADA average trade-in value of the consumer's vehicle is $3875.00, verified at https://www.***.com/Cars/2008/***/G6-V6/Sedan-4D-GXP/Values, and the attached screenshot. This means that $259.30 of usable liability remains on this contract, and Endurance can authorize up to this amount.
Endurance has offered to provide a new contract to the consumer with a new limit of liability so that the consumer can continue to have claims paid. At this time, the consumer has declined.
Complaint: 13800194
t
I am rejecting this response because:They are selling a contract over the phone how am I to trun too page 3 to see that it say limited of liability why can they say that to you over phone because you won't buy their coverage so they are full of s
Bryant
Upon purchase of the contract, Endurance sent the consumer's contract to his address on file via USPS Critical Mail. The delivery report is attached to this response. The consumer was provided a thirty (30) day period to review the contract, during which he could receive a full refund if the contract terms were not acceptable. In addition, the consumer's contract was available for review at any time on Endurance's website.
In total, Endurance has authorized and paid $3615.70 in claims prior to the current claim. The current claim is authorized for the remaining $259.30 value of the consumer's Limit of Liability per the NADA Value, listed on Endurance's previous response.
An amount of $129.12 for the last 17 months (since April 2018) has been withdrawn from my account under a name of ***-VEH COV . This is what I believed to be my car warranty, but this is not the name of the agency I received one email from. This name was Endurance Warranty. I contacted the company about a month after signing up and my down payment had been withdrawn because I had not received any paperwork regarding the policy I had signed up for. At this time they sent me an email with what looked to be a policy card and a link to the policy. However, when I try to view my policy I receive a message, "PDF can not be found".
Now 16 months later, I attempted to contact their clams number to see what the balance was on my account but I just get placed on hold.
Please be advised, Endurance is the claims administrator for this contract. Endurance is not involved in the marketing, sale, or payment terms of this contract. The contract was sold by Vehicle Repair Services of America (VRSA). VRSA is responsible for the fulfillment of the contract, as well as the payment terms. is the payment processor for this contract and is not involved in the sale or administration.
Upon receipt of this complaint, Endurance reached out to the consumer by phone and provided the contact information for *** and VRSA. *** will be able to suspend the payments for the consumer, at VRSA is responsible for any cancellation and/or refund. Endurance also provided its customer service number in case the consumer needs to gain further contact with Endurance. For convenience, VRSA's contact number is listed again below:
Vehicle Repair Services of America
I purchased an extended warranty for my *** F-250 approximately 7 months ago from Endurance. At the time of the purchase the telephone representative asked me about the mileage of the truck and the VIN number. I was asked if the truck has a lift kit, which it does not.
I took my truck in for repairs and was told that the warranty I purchased would not cover any repairs due to the size of the tires on the truck being one size different than what Is recommended on the manufactures sticker in the door. The tires on the truck are the same as when I purchased the vehicle and when I purchased the extended warranty from Endurance.
This company needs to pay for the repairs to my vehicle.
On 2/21/19, the consumer contacted Endurance and purchased a Select Premier vehicle service contract. As part of Endurance’s 2-stage verification process, the consumer is transferred to an Endurance verification representative after agreeing to contract terms with an activation specialist. The verification representative again confirms vital information with the consumer prior to any transaction being made, including the coverage type and scope, coverage terms, and payment terms. Endurance performs this redundant check in an effort to ensure that the consumer is properly informed and that the vehicle meets qualification guidelines.
Upon receipt of this complaint, endurance performed an internal investigation, including a review of the sales and verification call recordings. During the verification, the consumer was asked the same series of questions by the verification representative that had been asked by the activation specialist. A review of the call recording included the following question: “are there any modifications to the vehicle, including oversized or undersized wheels or tires?” The consumer answered “no” to this question and the contract was activated
On 8/14, a representative from *** Crestview contacted the Endurance claims department to file a claim for repairs. As part of the normal claims process, an independent, third-party inspector was sent to confirm the vehicle's condition as well as the failures reported by the repair facility. On the inspection report and confirmed by photographs, the following modification was observed:
Stock tire size per vehicle placard: 275/65/20
Mounted tire size: 285/60/20
Speed variance: 1.82%
As the consumer’s contract does not allow for any modification from stock whatsoever, the claim was declined. Per the consumers contract (attached), pg. 7, “Exclusions”, coverage is not provided:
“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.”
On 8/20, the consumer contacted endurance and requested cancellation of his contract. Endurance cancel the contract at the consumer’s request. The consumer's refund is scheduled to be sent out on 9/16 to the address on file.
Upon receipt of this complaint, Endurance reviewed the call recordings from the sale and verification. The call recordings confirm that the consumer was asked if the vehicle was modified, and in fact was explicitly asked if the vehicle had oversized or undersized wheels or tires. In addition, a copy of the consumer's contract was sent via USPS Critical Mail for his review. A copy of the delivery report is attached. The consumer was provided a 30-day period during which he could review the contract in full, including the exclusions, and receive a full refund if he did not wish to continue.
Please be advised, per the consumer’s contract, any modification to the vehicle from factory stock is not permitted, regardless of who performed such modification. Endurance makes every effort to prevent situations whereby a vehicle with modifications unknown to Endurance is provided a contract that does not allow for modifications. Unfortunately, Endurance is limited to self-reported data from the consumer. Endurance apologizes for the frustration experienced by the consumer due to the modifications on his vehicle.
Per Endurance’s previous response, the consumer’s contract has been cancelled per his request. As a courtesy, Endurance expedited his pro-rata refund. The refund check was sent out on 9/16/19.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that the resolution in this matter is unsatisfactory to me, however it is the only resolution I am going to get.
Sincerely,
Douglas