Endurance Warranty Services, L.L.C

On March 30, the consumer contacted Endurance and purchased an [redacted] (***) XtraSupreme vehicle service contract for his [redacted] At the point of sale and during the verification process, the consumer was made aware of Endurance's 30-day money back guarantee and was also provided with complete coverage details of the vehicle service contract The consumer was also provided a hard copy of the vehicle service contract which was sent via [redacted] Critical Mail with delivery confirmation.Please be advised that Endurance is strictly the seller of the vehicle service contract Endurance sold the consumer an [redacted] vehicle service contract [redacted] is the administrator/obligor of the vehicle service contract which means [redacted] administers (approves or denies) the claims and is obligated to pay the claims Endurance plays no role whatsoever in the approval or denial of the claims.On February 12, the consumer called Endurance's customer service department and said he wanted to cancel because he had a denied claim Endurance, as the seller of the policy, gets involved on numerous occasions when the vehicle service contract company denies a claim by calling the company on the consumer's behalf to ascertain why the claim denied and to put forth the best case for the warranty company to approve the claim [redacted] denied the claimed for the repair because the claim was already paid by the consumer without prior authorization.The consumer complained to the Revdex.com on March but according to the consumer, he intended to complain against [redacted] regarding the denial and not Endurance

Initial Business Response / [redacted] (1000, 8, 2014/03/21) */ In response to the above listed case number, we reviewed this consumer complaint in order to rectify this concernThe consumer complaint is regarding the limit of liability of his coverageHe believes the policy only covers the vehicle up to the actual cash valueWe reviewed the coverage plan he purchased and also contacted the administrator of claims, [redacted] We were able to confirm the verbiage in his policy as well as confirm with [redacted] that there is no limitation of coverage up to the actual cash value of his vehicleThe policy covers the vehicle up to a limit of $ 12,for the life of the contractWe have tried contacting the consumer numerous times and left voicemails to inform him that this complaint is unfounded and his liability exceeds the cash value of his carThis consumer never contacted us regarding this situationEndurance will always strive to provide excellent customer service and we urge all of our customers to contact us first before anything to ensure a resolution to any and all concerns Initial Consumer Rebuttal / [redacted] (3000, 10, 2014/03/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I contacted endurance several times regarding this and was disconectedI have not been able to access my voicemail so I cannot say whether I got a messageI am certainly sorry if I did miss a callI would like to go ahead and get the work taken care of if this is all the caseI will be calling tonight after work to ensure that all is wellI would like to resolve this well, and without issues, but I think it should be noted that I did contact enduerance twice Final Business Response / [redacted] (4000, 12, 2014/03/25) */ In order to avoid any further issues with getting in contact with us, call our customer service department at X-XXX-XXX-XXXXYou may ask for the customer service manager, [redacted] for all future correspondence and assistance with your claimThis should provide you with a more direct communication and a direct point of contact moving forward

Endurance has never, in the history of our organization, outbound dialed a prospect for marketing purposes Nor has our organization every utilized a third party marketing firm to outbound dial consumers for marketing purposes Endurance is a certified member of the [redacted] [redacted] (***) Unfortunately there are companies that are dialing consumers without identifying themselves which is terribly confusing and frustrating for consumers The phone calls the consumer received were not Endurance.To ensure the consumer does not receive any mailed advertisements from Endurance in the future we placed the consumer on our "Internal Do Not Mail" list

Kevin Dudley provided me with quick yet complete service! Thanks for your help, Kevin!

In response to the case number listed above, Mr [redacted] purchased an [redacted] (***) contract from Endurance on September 16, Please be advided, Endurance is strictly the seller of the [redacted] vehicle service contract [redacted] is the administrator/obligor of the vehicle service contract which means [redacted] administers (approves or denies) the claims and is obligated to pay the approved claims Endurance plays no role whatsoever in the approval or denial of the claimsEndurance did not know of the consumer's negative experience regarding the claims process until our company received the Revdex.com complaint The consumer mistakenly stated that his ASC certified mechanic said "Endurance" was "trying to weasel out of paying for the repairs any way they can, even to the point of verbally walk them in circles to say something that would excluded their coverage's Even when I have been party to speaker phone conversations with the repair facility and Endurance, they try to the typical insurance thing..." Endurance was not party to those phone conversations whatsoever The marketplace interaction was with *** As the selling agent, Endurance gets involved on numerous occasions when the vehicle service contract company denies a claim by calling the company on the consumer's behalf to ascertain why the claim was denied and put forth the best case for the warranty company to approve the claim Similarly, Endurance has reached out to the consumer to ascertain the exact issue and continues to work with the consumer to help the consumer regarding his claim experience with ***

Spoke with [redacted] he is the manThey ROCK totally , never had a bad experience with them everyone in customer service department was amazing,professional and helpfulNeedless to say they have a wonderful manager [redacted] Thanks again for everything !

On November 7, the consumer contacted Endurance and purchased an Endurance Select Premier vehicle service contract for his Ford Explorer with 141,miles The Select Premier contract has a day and 1,mile waiting period According to the Definitions Section of the contract, the "Waiting Period means the period of time and mileage that must transpire before a claim may be filed hereunder.On January, 24, 2018, Midas in Maumee, Ohio contacted Endurance's Claim Department to file a claim on the consumer's car The repair representative from Midas reported that there was engine noise and misfires and he believed the noise was from the car's lifters, yet he had done no diagnosis Further, the repair technician did not write down any of the Diagnostic Trouble Codes (DTCs) and the repair representative was unable to provide any diagnosis for why noisy lifters would require complete replacement of the engine.At this time, the Endurance claims adjuster ran a Carfax report and discovered a mileage discrepancy The customer reported mileage of 141,miles on November 7, 2017, yet Carfax showed that his vehicle had 143,miles a month prior on October 14, Due to the large discrepancy the claims adjuster requested that the consumer submit maintenance documents to verify mileage The documents confirmed the consumer misrepresented the mileage on the vehicle at the time of contract purchase Further, the consumer had only travelled 1,miles between October 14, and January 24, so it was extremely unlikely the vehicle traveled the mandatory 1,miles since the contract purchase on November 7, Per the vehicle service contract, "We (Endurance) may cancel this Contract...for intentional misrepresentation in obtaining this Contract or in submitting a claim." The claim was denied for misrepresentation and the consumer was referred to Endurance's Customer Service A few days later Endurance Claims Department received another call from Midas, and the repair representative now stated that he had torn down the motor, something that was not requested by the Endurance Claims representative, and determined his original failure quote was incorrect The repair representative now reported that the lifters were fine, and that the timing chain was stretched and the left timing guide was broken The chain had rubbed through on the cylinder head and, according to the repair representative, there was piston to valve contact Endurance's Claims Adjuster felt it was prudent to order a 3rd party inspection to document the reported failures and damage.An independent inspector arrived at the repair facility and proceeded to analyze the failures reported The inspector measured over inch of stretch in the timing chain He also verified that the issue had been present for so long and was so extreme that the chain had worn a groove into the cylinder head He further verified that the left timing chain guide was broken from the chain slapping it due to being stretched The failure was verified to be pre-existing, as well as excluded from coverage under the contract as the Select Premier vehicle service contract does not cover wear and tear, and does not cover damage caused by continued operation Endurance Customer Service Representative spoke to the consumer, agreed to cancel the consumer's contract, waive any cancellation fees, as well as time used on the contract, and issue the consumer a full refund

[redacted] is wonderful to deal with He listened to me and treated me with the utmost respect

Great business since I've had service with Endurance and their employees are most helpfulI spoke with a customer service rep today named JustenHe said he could help in many ways and kept his wordThank you once again Justen!! God bless

Isaac was very helpful and I'm glad I called and got himHe made me feel comfortable and even called the tranmission place for me! Thanks for your help Isaac!

The customer took her car in for repair because after driving for a while the transmission starts to get hot and makes a whining noise This is very common on the Chrsler/Jeep/Dodge CVT transmissions As long as the noise does not occur until the transmission heats up it usually means the driver has not damaged the transmission yetThe main job of transmission fluid is to dissipate heat The fluid in the customer's transmission is long overdue for a change and currently is black This means it cannot dissipate heat very well and after driving for a while the transmission will overheat and start to whine from the belt inside the transmission The technician did have the vehicle running when the inspector arrived and said that he could not reproduce the issue at any time with the vehicle at operating temperature The drove at operating temperature for miles and there were no symptoms Endurance recommended the customer flush the transmission fluid The customer is going to have the transmission fluid flushed and continue to drive for the remaining two thousand miles she has left on the contract If, during that time, the transmission experiences a failure Endurance will send an inspector and move forward with the claim The customer understands at this point Endurance can replace the transmission because there is no proof of failure Endurance's Director of Dealer Services gave the customer his direct line and assured the customer if the transmission breaks down during the next 2K miles Endurance will pay for the claim

The customers credit card was charged on 3-2-and before the payment company could be notified the customer called [redacted] to make a paymentBoth charges went through and one of them was automatically applied towards the next month's payment moving the next payment due date to [redacted] 19th Several attempts have been made to contact the customer with the following offer, 1) we could refund the 2nd payment and move the due date back to March 18th or 2) we can apply the charged amount towards March paymentWe have left several messages seeking to apologize for any confusion and asking the customer to contact the Customer Service Manager, [redacted] at (312) [redacted] , to let us know how she would like to proceed

In response to the above listed case number we understand this consumer purchased coverage on her vehicleThe consumer's repair facility called in a claim within two weeks of activation and presented a slow leak from the ABS systemThe vehicle was set up for inspection and the inspector verified the failure to the ABS accumulator was caused by a long-term slow leakThe failure was deemed pre-existingEndurance contacted the consumer and issued a full refund to resolve the matterEndurance will always provide every customer with excellent customer service

Every since I enrolled with Endurance I have had great service and helpHad to file a claim and it was hassle free and delivered as promisedThey have been very cooperative in assisting with maintaining coverage during a temporary personal financial crisis that very few organizations would even care about I am thankfull for the coverage they provide and enrolling

Steve was very helpful and wonderful...great guy

Great customer service

Customer service with [redacted] at Endurance was fantastic!!!

I was looking into an aftermarket warranty for my car and Endurance was very helpful for me in understanding the coverages available for my vehicle The sales representative Ian and the customer service representative Martin helped me understand what Endurance had to offer and the coverages that I would expect with my specific brand of vehicle They are very knowledgable and I would definitely recommend that you talk to them before purchasing a warranty through anyone else

I want to highly compliment Martin J of Endurance for his superior customer service skills!! He is the best rep I have ever had with any company!!

Martin [redacted] was exceptional in his knowledge and problem solving skills He keep my wife and I comfortable talking to him about issues we weren't aware of with our policy If I call and I hope he is the person that answers my callThank you Endurance for exceptional customer service P.Swe will refer you guys to others Michael/Melinda [redacted]