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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Vernetta was great very fast and knowledgeable
Took my vehicle to a dealer (2014 ***). The dealer diagnosed a transmission shudder and called Endurance for authorization to replace a clutch. Cost of repair is approx. $1425. Endurance denied the claim because of the exclusionary clause in the contract "For any part not specifically listed in the Schedule of Coverages, or for any of the following parts: thermostat housing, shock absorbers, carburetor, battery and battery cable/harness, standard transmission clutch assembly," The problem is I have an automatic transmission. It is a *** Powershift transmission. Transmissions are listed as a item the warranty is supposed to cover. I will be trading this vehicle, and the repair is decreasing the trade-in value of the vehicle
On 11/9, a representative from Ramey *** contacted Endurance to file a claim. The repair facility cited a failure to the manual clutch. As this component is excluded from coverage, the repair was subsequently declined.
Please be advised, the transmission in this vehicle is equipped with a manual clutch. Although the vehicle's most common operating mode shifts the transmission automatically, the transmission is manufactured with a manual, or "dry" clutch, as opposed to a viscous coupling, which is what would be seen in a traditional "automatic" transmission.
Endurance understands the consumer's frustration, as the vehicle's ability to change gears "automatically" would generally be interpreted as a traditional automatic transmission. Unfortunately, as this vehicle was manufactured by *** Motor Company with a manual clutch, this clutch is the cause of failure, and this clutch is excluded from coverage, the claim cannot continue.
At this time, the consumer has requested that Endurance discontinue the contract on this vehicle. Endurance has deactivated all payment information and will remove the contract upon receipt of written notification from the consumer. To facilitate and expedite this process, Endurance has sent a cancellation form to the consumer.
Please be advised, both manual and automatic transmission systems are eligible under this contract and Endurance makes no claim otherwise. A manual clutch ("standard transmission clutch assembly") is specifically excluded, regardless of the type of transmission. As this transmission, although shifted by the vehicle's computer, is equipped with a manual clutch, and per the repair facility, inspector, and consumer's response this clutch is the cause of failure, the claim will remain declined. Per the consumer's most recent response, the consumer is not disputing the manual clutch as the cause of failure.
At this time, the consumer has cancelled their contract and their pro-rata refund has been sent.
Revdex.com:
I have decided to accept the business response, under protest with these reservations. I'm tired of fighting with them and they sound like a broken record. Endurance warranty services is a deceitful company and I will be sharing my experiences about them every where I can. It is still my stance the contract excludes true standard transmission clutch assembly but my vehicle was marketed as an automatic transmission. This company cannot be trusted in their business dealings and I am appalled that they carry an A rating with the Revdex.com.
Respectfully,
Shea
Received 2 identical solicitations threatening that my insurance coverage will terminate claiming that I was negligent in activating a service contract. the letters contain a spreadsheet with cells that need to be populated with data about my vehicle. The letter requested that I call to verify all information by a due date which is today. I dont know this business and dont know how they got my name and address.
Endurance is sorry about any frustration that Endurance's mail piece caused the consumer. The consumer has been place on our internal "Do Not Mail" database to ensure they do not receive any future direct mail advertisements from our company. Please allow up to 10 business days for this to take effect.
So far, so good
Jenessa your the greatest. I am having a hard time in life and you helped me beyond. Thank you so much. I have found this company goes beyond to help Thier customers. I could not all for any thing else. Jumping in right away keeping me from being stranded. Thanks with a high smile!!
I am a new policy holder with the Endurace Warranty Company. I have recently placed a claim(November 8 2018) to get my vehicle fixed after experiencing a break down just to have my claim denied(November 9 2018) and their reasoning was it was a pre existing mechanical issue before the warranty became fully active. I have met and surpassed the requirements given to me in my contract for my type of coverage and made all of my payments on time. After I called the claims hotline,and after waiting for 10 minutes 47 seconds, I was connected to Johnny ext 4443. During our conversation he stated that my claim was denied based on the "possibility" that it was preexisting mechanical issue. I then asked him what evidence did they have to show it was such an issue to which he was not able to respond besides stating that all of their claims representatives are licensed mechanics and it's just what they know. He then said it was deemed a pre existing condition because I got my transmission fluid changed. Something that is done in order to maintain proper functioning of a vehicle does not constitute a preexisting mechanical issue. So I then asked him to produce evidence that the inspector, whom he says is a licensed mechanic, has found or seen that strongly suggests that this was a preexisting issue and Johnny ext 4443 could not respond with any answer other than it was common knowledge amongst mechanics. Once again no substantial evidence was produced stating my mechanical issue was something that occurred before my warranty was active. So now I have to pay $2,100 for a repair that was supposed to be covered under my bumper to bumper warranty option as well as paying for a rental to have a source of transportation to get to work during the time my vehicle is being fixed which is also supposed to be covered by the warranty option I paid for. This company failed to uphold their contract by refusing me service without valid reasoning after I upheld my end of the contract
On 9/1/18, the consumer purchased the *** vehicle service contract. The *** has a 60 day and 1000 miles waiting period. Any failure that occurs inside this waiting period is not eligible for coverage. A copy of the consumer's contract has been attached for date and waiting period verification.
On 10/31/18, the consumer contacted Endurance and stated on a recorded call that the vehicle had a transmission issue, specifically a valve body failure. Please note that the existence of this failure was presented by the consumer on day 59 of the 60 day waiting period. The failure itself occurred on or before day 59 of the waiting period, as evidenced by the consumer's notification to Endurance.
On 11/8/18, a representative from M&J VW contacted Endurance for to file a claim on this vehicle. The repair facility advised that the vehicle entered the facility on 11/2/18 and that they had diagnosed a valve body failure.
On page 2 of the consumer's contract (attached), it is listed:
"Pre-Existing means a condition that within all reasonable mechanical probability relates to the mechanical condition of your Vehicle prior to Contract issuance or during the Waiting Period."
Per page 8 of the consumer's contract, Exclusions section, coverage will be excluded
"For any Pre-Existing condition, for any Breakdown or condition existing prior to the Effective Date and Mileage or occurring during the Waiting Period, or if the information provided by You, or the repair facility cannot be verified as accurate or is found to be deceptively inaccurate. Pre-Existing conditions are not covered."
As this failure occurred during the waiting period per the consumer's own notification, the repair was subsequently declined as a pre-existing condition.
As part of the claim process, an independent third-party inspector was sent to confirm the failures reported by the repair facility. The inspector was presented with freeze frame data for each error code stored by the vehicle related to this failure. This freeze frame data records the mileage of the vehicle when each code is set. The error code stored by the initial failure was documented at 80,434 miles, confirming that the failure initially occurred prior to the contract, regardless of when the symptoms were noticed. Additionally, as this long-term failure occurred while the contract had been active for 0 days, the failure is confirmed to pre-exist the end of the waiting period.
At this time, in the interest of customer service, Endurance is willing to offer a full refund of all monies paid in if the consumer chooses, in lieu of the partial pro-rata refund specified by the contract. Alternatively, the consumer has an active and current contract and may continue the contract for future claims if he chooses to do so.
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,
Devaun
Tony *** is clear, informative and helpful in giving advice. He is a friendly and helpful guy. He is an asset to any customer service company. Endurance is a good car warranty co. They do care about their customers. Joe S.
The Gentleman that helped me was AWESOME and fixed my issue immediately! Buy him lunch on me! :)
Great company very easy to understand what you're doing why this is a very important thing for everyone to have I think you for all your help all the employee were friendly and helpful
I would just like to say this is a wonderful company..
Very considerate and work very very well with their customers.
Please choose Endurance.
Sincerely
Ronda H
Valued customer
I was upset when I made my call to Endurance reference vehicle repair claim. Claim rep Jenessa *** calmed me down and professionally explained my concerns and options. She went out of her way to resolve claim and offered several options. She helped turn a complaint in to a resolution.
I was having trouble with my cars A/C. I had two different fixes applied at separate times and each time Endurance made the process easy. An associate called to followed up and was very nice. I'm glad I purchased my warranty through Endurance.
November 6, 2018
Local Revdex.com
*** E. Florida Ave.
Suite #350
Denver, Colorado 80210
Issuing: Endurance
400 Skokie BLVD Suite# 105
Northbrook, IL 60062
ATTN: Angel
Contract # ***
I Juanita *** am disputing the denial of the claim of the *** Odyssey VIN #*** on or approximately October 31, 2018. I was informed by Ashley at extension number #1150 that the claim was denied due to a pre-existing failure.
Under Title: E. WHAT IS NOT COVERED
Section 1. Mechanical Breakdown or Failure
Subsection: (R)
For repair or replacement of any normally covered component(s) or part(s) to correct conditions that may reasonably be assumed to have existed prior to YOUR CONTRACT SALE/ PURCHASE DATE or to have occurred during the waiting period on this CONTRACT.
The denial of the claim was not a reasonable assumption to have previously existed to my contract sale/ purchase date or had occurred during the waiting period.
The vehicle was towed to *** on October 16, 2018 and ENDURANCE was contacted. The technicians thought it was just a battery needed. However, after a full diagnostics, which we paid $465.55 for an engine tear down, it was determined it was an engine failure and a new engine was needed.
After ENDURANCE was notified about the replacement of the covered components that where covered in the warranty, all of a sudden there was a discrepancy about the mileage. The warranty company attempted to deny the claim for this reason, however the discrepancy was resolved and the claim proceeded to move forward. Then the claim ultimately was denied due to a pre-existing failure that was not based on a reasonable assumption because the Service Advisor Steven *** never stated that. In addition, Service Manager Ann looked over all notes pertaining to this vehicle and none stated or implied this mechanical breakdown was a result of a pre-existing failure. Based on ***’s thorough diagnostic the mechanical breakdown was due to
Please be advised, Endurance is the selling agent for the contract. The contract is administered by *** (UCC), viewable on page 1 of the attached copy of the contract. UCC is responsible for the administration and processing (approval or denial) of all claims and Endurance is not involved in these decisions. As the selling agent, Endurance will at times reach out to the administrator on the consumer's behalf to determine the reason for claim decisions and make a case for approval, if possible.
On 4/16/18, the consumer purchased a *** Gold vehicle service contract, sold by Endurance. On a recorded line, the consumer provided a mileage of 123881, and confirmed that it was the exact mileage.
On 10/19/18, a repair facility representative contacted UCC's claims department to file a claim. An inspector was dispatched to confirm the failures cited by the repair facility. Additionally, UCC acquired a vehicle history report from CarFax (attached). The vehicle history report shows that the vehicle had passed the consumer's stated start mileage in 2016. Several repair visits and inspections are noted with mileage exceeding that of the mileage provided in April 2018, including:
11/21/2016 Virginia Motor Vehicle Department 125,841 miles
3/6/2017 Mechanicsville *** 127,899 miles
8/24/2017 Mechanicsville *** 130,363 miles
9/19/2017 Virgina Inspection Station 130,736 miles
This mileage discrepancy created a barrier to assessment of the claim terms, including the 30 day and 1000 mile waiting period.
Upon receipt of this complaint, Endurance reached out to UCC for more information. A UCC representative cited the mileage, as well as factors from an inspection report, as reasoning for the denial of the claim for a pre-existing condition. The inspection report showed multiple indications that the vehicle had been stationary and not operated for a long period of time, including heavy buildup of rust on the brake rotors which would be removed by normal operation, spiderwebs inside the engine compartment which would be removed by normal operation, and other mechanical factors indicating a long period of unuse. Combined with the discrepancy in mileage, UCC stated that this was sufficient evidence to decline the claim as a pre-existing issue.
Upon discussion with Endurance, the UCC representative upheld the denial.
If the consumer has pertinent evidence to show that the failure was not pre-existing, Endurance recommends providing this evidence to the administrator as soon as possible. Additionally, the end of the consumer's complaint appears to be cut off in the original complaint.
The contact information for *** is as follows:
***
P.O. Box ***
Greenwood Village, CO 80155
Per the previous response, Endurance is the selling agent for this contract. The claims administrator is *** (UCC), listed on page 1 of the contract. This means that UCC is responsible for the administration (approval or denial) of claims and Endurance is not involved in this decision whatsoever. Endurance sold the consumer a UCC contract. As the selling agent, Endurance will reach out to the administrator on the consumer's behalf to gain information and make the best case for the claim to continue.
At this time, the administrator has upheld the denial based on the information communicated in the previous response and the consumer has not presented any additional evidence to UCC to refute UCC's assessment that the long-term failures seen in this claim pre-existed the end of the waiting period.
In the interest of customer service, Endurance is willing to issue the consumer a refund of all monies paid in to this date, pending the necessary agreement letter for the 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,
Juanita
This company is a scam and violates consumer privacy laws by using ghost numbers to match local area codes and they place harassing calls. I have asked to be removed from their list multiple times yet have never been removed. They call at all hours of the day using area codes that match my phone # and other area codes from across the country.
Great service great service by Eddie *** he was very helpful!!!!
I contacted endurance,customer service manager Eddie *** having a difficult time with my shop and he was able to offer his assistance.
Steve K was very nice and helpful. Had no issues whatsoever and it was a pleasure speaking with him. I would definitely recommend him to anyone. He takes his time and he’s very patient!
Daniel was a big help during our problem. I would recommend him to anyone.
and fought to help long time members like us
I called Endurance and I got "talked" into signing up for a comprehensive extended insurance package from Endurance. The sale process was smooth, however right after selecting them I went and checked the Revdex.com record for this company. I was afraid that I will receive the same treatment as the other customers that got denied coverage. I called and asked them to cancel the policy we agreed upon just an hour ago. At that point they transferred me between several service representatives and after half an hour on the line they reluctantly agreed to cancel the policy. All this time their representative was rude, and constantly trying to get me to reverse my decision.
At the end he placed me "on hold for a sec" - actually almost 7 minutes before agreeing to cancel my policy. I informed them that I am recording the conversation and that I will file a complaint with Revdex.com. Stay away from this company!!!
Endurance will do everything in their power to sell their services but will make also all that is available to keep you under contract even if cancellation is requested. Happened to me that twice my claims were denied under the assumption of tear and wear for items that break suddenly. Now I decided to cancel this service since it is costing too much not to have repairs done as it was supposed to. Their cancellation process is not online and require to have a letter mailed with a notarized mileage affidavit. After I got all the requested paperwork and send it to their mailing address more than a month ago, with tracking information on the envelope stating it was delivered three days after mailed, the company is still unable to cancel the policy. I have stopped payments on this warranty because I don't feel they are delivering the value they originally claimed. Also, word from mechanics is this type of warranty works for engine and transmission damages, rest of the vehicle will not make their claim process ever.