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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Excellent customer service!!! Customer service rep was very courteous and professional. Answered every question was very informative on all matters regarding my policy. Thank You!!!
The company clearly states under its "what is covered section" that they cover the issue with my car, a timing chain. They make the repair shop completely dismantle the whole engine to prove what was actually wrong. Determined it was in fact a timing chain. Then denied the claim. I was left with a dismantled car, a bad timing chain and no where to go. The process took nearly a month to resolve. I had to pay over 2000 out of my pocket to either repair the car or leave it there. ( I still had 4 years of payments left) I called multiple times only to be transfered and put on extremely long wait times to have the policy canceled and again on even longer wait times to get a refund. I was made to write a letter explaining I would like my refund them rewrite another letter explaining "specifically" why I needed a refund. I never received a dime.
In April of 2018, the consumer's repair facility contacted Endurance to file a claim for repairs of the timing chain. After the repair facility's complete diagnosis, they reported a stretched timing chain. An independent inspector was dispatched to confirm. The inspection report cited stretched timing chains with fully extended tensioners. At the timing chain operates, the links continually stretch over time. As this occurs, the tensioners extend to account for the slack that is created. As the chain continues to stretch over time, the tensioners continue to extend until they have reached their limit. At that time, the timing chain has stretched beyond the tensioners' capability to account for slack, and there is a failure.
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". Unfortunately, as the contract does not cover failures due to wear and tear, the claim could not be authorized.
Endurance apologizes for the consumer's less-than-ideal experience and the confusion surrounding the pro-rata refund procedure. The consumer's refund will be sent out today to the address on file. A Manager from Endurance reached out to the consumer by phone today and left a voicemail detailing the refund. Endurance is committed to the highest level of customer service and will always attempt to remedy any situation that does not meet our customer service standards.
After much research this seemed to be the best warranty to purchase but as soon as we got in the shop of course they found some reason why they wouldn't cover what the issue was even though it's a bumper to bumper full coverage ,and their best warranty. Starting from the very beginning they have a third party company that does the billing and then must not report back to the actual company so they were considering us late. That has been an ongoing battle since January and the right hand doesn't know what the left hand is doing and one person will say they will take notes and put it on the account and then we still get calls regarding payments even though the payments are current. TERRIBLE!
Misleading Solicitation is no way to start a business relationship. Deception in insurance is a complete FAIL.
My dealings with this business are limited to receiving unsolicited mailings. However based on their deceptive and predatory marketing practices, I can clearly see that they are not to be trusted. Shameful.
Tabitha has great knowledge in what she does! I thought I had a problem but she explainef to me why this occured. She did a great job!
Vernetta G. Thank you for your patience, kindness, and knowledge!
Customer Service (Agent) performance, regarding payment issue(s), was excellent.
Kimberly was very helpful with me. Making sure I understand the policy her customer service was excellent . Cynthia M
I have 2 warranty policies on same vehicle, I have tried to cancel and stopped payment, but they keep billing me!
Please see attached.
Please be advised, Endurance was not aware that the consumer had a previously existing vehicle service contract. As the vehicle service contract was not with Endurance, there is no way for Endurance to know other than notification from the consumer.
Subsequent to filing a claim, the consumer made Endurance aware that he had another vehicle service contract and requested cancellation of his Endurance contract. Endurance complied and cancelled the contract per the consumer's request. While this would normally result in the consumer receiving a pro-rata refund, in the interest of customer service, Endurance will be providing 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, Jordan has resolved the problem & agreed to cancel warranty with reimbursement. Thank You for the help in resolving this problem.
Michael
Chelsea was very helpful with what I needed to know
On 2019 endurance SOLD ME an extended warranty. They insets I buy it without the actual mileage because I was at work.
I SIGNED THE CONTRACT AND PAID 179 DOWNPAYMENT AND 113 A MONTH FOR 4 YEARS ENDURANCE NEVER MENTIONED OR INSIST THAT YOU HAVE TO PROVIDE THEM WITH THE CORRECT MILEAGE WHEN YOU SIGN THE CONTRACT OR THEY WON'T APPROVE YOUR CLAIM
I SUBMITTED a CLAIM on 02/24 AND was dejected because I didn't update the mileage after I signed the contract
Endurance refund that month AND NEW CONTRACT WITH THE UPDATED MILEAGE FROM THE SHOP WAS PROVIDED IAND WAS 179092
AFTER 2 MONTH AND 1300 MILES MY CAR SHIFT BUT WONT MOVE .I TOOK IT TO THE SHOP THAT UPDATED THE CORRECT MILEAGE WITH ENDURANCE ON 02/27/2020 THEY MADE SURE I PASSED THE 1000 MILE AND 30 DAYS WAITING PERIOD BEFORE FILING MY CLAIM.
AFTER 14 DAYS THEY SEND AN ADJUSTER WHO REJECTED MY CLAIM BECAUSE ANOTHER MERCEDES DEALER HAS A DIFFERENT MILEAGE READING. SO I WENT TO THE DEALER AND ASK FOR A COPY OF MY DIAGNOSTIC ON THAT VISIT THE SERVICE MANAGER COULDN'T FIND IT BECAUSE THE CAR WAS NOT WORKING IAND NEED AN ECM (ENGINE CONTROL MODULES) THATS WHY IT WAS PUT MANUALLY AND WAS INCORRECT THE SERVICE MANAGER APPOLGIZED AND UPDATED CARFAX WITH THE CORRECT MILEAGE AND GAVE A DOCUMENT WITH THE CORRECT MILEAGE EXPLAINING IT WAS A MISTAKE
I SENT ALL THE DOCUMENTS ENDURANCE ASKED FOR
MY WIFE AND MY SON ARE DISABLED AND NOW 15 DAYS WITHOUT A CAR
AS A US CITIZEN I FELT IT WAS A SCAM AND I WAS NOT PROTECTED FROM THEM
Due to a mileage discrepancy, the administrator was not able to authorize this claim. Endurance's Customer Service Manager reached out to the consumer to provide a resolution. The resolution is currently in progress.
I have received multiple unsolicited automated text messages to my cell phone (which is on the national do not call list). I am not a customer of Endurance nor have I ever been. These marketing tactics are shady and also illegal under the Telephone Consumer Protection Act.
Please be advised, Endurance is working with this consumer to gain more details about this matter.
Endurance denied my claim on my 2013 GMC Sierra using data that they collected from a local dealership that wasn't even working on the vehicle. However, that dealership was working on another vehicle of mine, a 2012 Acadia. The dealership told Endurance that the vehicle (the Acadia) had been in to the shop twice before and was blowing out blue smoke on start up. all of which was true for the particular vehicle that the dealership was working on(which is being handled by another warranty company). However, the vehicle that they denied coverage on does not and has never had these issues, instead, the problem is with the fuel pump which had started sending fragments of itself through the fuel system. I have explained this to Endurance's claims representatives, but they refuse to call the original dealership back (who have admitted to making a mistake) to get the correct information.
What Grant, the claims supervisor, at Endurance did do was become very agitated on the phone. He was very unprofessional and rude, told me the claim was simply denied and then hung up on me. I have tried calling his supervisor and have left a message with him, but have not heard back. The work on my vehicle is clearly covered if Endurance would do the correct due diligence. But it appears that Grant will not allow himself to question whether he could have made a mistake. He clearly has some of the worst customer service skills I have ever seen.
Please be advised, Endurance is the selling agent for this contract. The administrator is National Administrative Service Co. (NASC). This means that Endurance is responsible for the marketing and sale of the contract and NASC is responsible for the administration (approval or denial) of claims.
As the selling agent, Endurance will convey to the consumer the details of the claim in an attempt to provide understanding and will contact NASC on the consumer's behalf to make the best case for the claim to continue. Please note, Endurance has limited access to the NASC claims portal.
Concerning this consumer's claim, the NASC claims portal simply states that the claim is denied as pre-existing, without providing additional details. Endurance was unable to gain any additional details from NASC. Although Endurance could not get NASC to approve the claim, in the interest of customer service, Endurance applied a $400 discount to the consumer's contract and waived the next monthly payment.
Please be advised, Endurance believes that the consumer was speaking to NASC when describing "Grant". No such person is employed at Endurance and the conduct described is unacceptable by Endurance's Standards of Conduct. Endurance apologizes for any poor experience from its affiliate.
Chelsea was a very helpful person her customer service was great thanks for helping
The agent, Brittany was very pleasant, helpful and courteous. Explained everything and made sure I received what I was needing.
Endurance refused to accept my claim on a transmission failure which occurred suddenly. They claim that it was a gradual reduction caused by ordinary wear and tear which is not covered. I have sent their Arbitration Department a certified letter with a return receipt which I have. They have never acknowledged my letter. I believe that I purchased the extended warranty contract in the good faith that they would cover transmission repairs. The repair shop and I both feel that they have tried several excuses to avoid honoring the claim.
On March 7, 2016, the
consumer contacted Endurance to purchase a vehicle service contract for his
2012 Chevrolet Silverado. After accepting a quote from a coverage specialist,
the consumer was transferred to an Endurance verification agent prior to any
transaction. The verification agent serves as a redundant measure to ensure
that all vital information is delivered and that the vehicle is properly
qualified for the contract. The verification agent again confirms information delivered
by the coverage specialist, including the vehicle’s information, consumer’s
contact information, coverage type and scope, expiration date and mileage,
payment terms, and other information. The agent also asks a series of questions
to ensure that the vehicle is qualified for the contract, such as asking if
there are any modifications on the vehicle. After completing the verification,
the transaction was processed and the contract was activated. The consumer’s
contract was sent out for review. The consumer was provided a 30-day period to
review, during which he could receive a full refund if he chose. The consumer
was informed that cancellation after this 30-day period would result in a
pro-rata refund. On March 23, 2020, a representative
from the consumer’s repair facility contacted the Endurance claims department
to file a claim for repairs. The repair facility reported the consumer’s
complaint that the vehicle stopped moving while driving, gradually slowed down,
and a check engine light illuminated. The repair facility found “lots of metal”
in the vehicle’s transmission fluid and stated that the fluid was “very dark”. For reference, normal transmission fluid for
this vehicle is a transparent red. The repair facility suspected a failure of
the transmission. As part of the normal claims procedure, Endurance sent an
independent third-party inspector to confirm the status of the vehicle, as well
as the failures reported by the repair facility. On March 25, Endurance received the
inspection report and reviewed with the repair facility. An internal
transmission failure was noted, but the cause of failure was still unknown. After
verifying that the consumer met the maintenance guidelines as set by the
manufacturer, Endurance requested further disassembly to locate the specific
cause of failure and extent of damages. This ensures that contract conditions
are met and that the repair is correct and proper. On March 26, the repair facility
contacted Endurance with their findings. The repair facility reported that the
failure was due to the 4/5/6 clutch pack assemblies. The repair facility
reported the that clutches were burnt, that the clutch material had worn down,
and that they believed the metal in the transmission pan, found earlier on the
23rd, was clutch material. The repair facility found additional
clutch debris. While this would normally result in a claim denial as the
contract does not cover wear and tear failures, Endurance again sent an
inspector to verify. On March 27, Endurance received the
inspection report. The report confirmed the findings from the repair facility.
As the clutches wore out, verifiable by the material missing from the clutches
and present in the transmission fluid, the clutches and steels began to slip.
This caused excessive heat buildup over time, eventually, as described by the repair
facility and inspector, “welding” the clutch pack together. No hard part
failure was noted. A hard part failure would have been indicative of a sudden,
catastrophic failure. All evidence noted confirmed long term wear of the
clutches, leading to the failure of the transmission. As wear and tear failures
are not eligible for coverage, the claim was declined. Per the contract, pg. 2,
Definitions:“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.”Subsequent to the claim denial, the
consumer contacted Endurance for an explanation of the claim details. On March
30, an Endurance representative provided the consumer by phone a complete claim
explanation, including the findings of the repair facility, inspection
confirmation, the specific part failures, the reason for denial, and as an
example of a covered repair, an alternative failure that is not the failure
experienced by the consumer’s vehicle.Please be advised, the consumer’s
contract expired on May 7, 2020. On May 18, Endurance’s Resolutions Manager reached out to the consumer. The manager
provided an explanation of the denial at the consumer’s request. In the
interest of consumer satisfaction, although the contract was expired and thus
ineligible for a refund, the Manager offered the consumer a pro-rata refund using
the claim mileage as the ending mileage and waiving the administrative fee of
10% of the contract purchase price normally assessed per the Wisconsin Special
State Requirements, amounting to $499.20. The consumer declined at that time.
Endurance is still willing to offer that amount to the consumer.
When I called on 2/29/2020 I was told the warranty was unique and would cover my vehicle from the date of purchase. Audio recording of the conversation will validate. Today I’m being told that my car cannot be fixed.
On 2/28, the consumer contacted Endurance to purchase a vehicle service contract. The consumer received a quote and after accepting, was transferred to a verification specialist prior to any transaction being completed. The verification specialist serves as a redundant measure to ensure all vital information is communicated before purchase. After completing the sale, a copy of the contract was sent to the consumer via electronic fulfillment. Please note, the contract lists the waiting period on page 1 of 22.
After a review of the call recording from the quotation process, there was no mention of immediate, or "day one" coverage. The consumer was told there would be a waiting period.
After a review of the call recording from the verification, there was no mention of immediate, or "day one" coverage. The consumer was told specifically that the waiting period would be 30 days and 1000 miles and that no pre-existing conditions would be covered. Endurance apologizes for any confusion caused to the consumer.On 5/19, the consumer provided a written request to cancel the contract. Endurance immediately complied and the contract was cancelled. Normally, this would result in a pro-rata refund to the consumer. In the interest of customer service, Endurance will be providing a full refund to the consumer. The consumer's 2 monthly payments will be refunded by the finance company, Mepco, to the original form of payment. The initial down payment will be refunded by Endurance to the original form of payment. Please note, although the refunds will be processed within 1 business day, the amounts may take up to 10 business days to post to the consumer's account, depending on the consumer's financial institution.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 14345527, and find that this resolution is satisfactory to me. Only satisfactory because I am accepting the refund but not the story that I was told of a waiting period. Thank you and stay safe
Sincerely
I was sent a letter, leading me to believe the warranty I bought at the dealership had an issue regarding cost. I did call the Endurance number, listened to the pitch, but when I tried to explain I already had an extended warranty, Eugene was very understanding, said I should check out my current policy (that I have one).
So I did, called back within the hour and was transferred to Customer Service, it was a hell thing.....they were rude, put me on hold (as a time out) when I stated that I had a policy, and did not need there's.....I have NEVER been so insulted....BEWARE
Deb
Customer service representative Tabitha was patient, kind and very helpful in helping me figure out what my coverage entailed. She sent me an electronic copy right away so I can always keep on file.