Endurance Warranty Services, L.L.C.

The service I received was not the service that I wanted but it was the best possible solution for my situationI appreciate the service that I received even when I did not understand the policy it was further explained until I got the full understandingIf everyone who works in customer services could be this patient and on point with what could be done for the customer the world would be a little better placethanks again to Eddie ***

Honestly there's nothing more to discuss, as far as the *** I was completely satisfied with the outcome because the vehicle was totaledAs far as my *** I'm not and clearly never will be because again I paid for a warranty that couldn't be used at one of your participating licensed repair facilityThen someone responds to the previous message with all lies and now we want to come to an understandingHere's my understanding you guys aren't a reputable warranty company you rip people off and we deal with itThat's that...I have no more fight in me to deal with *** ***Mr.*** has been the most helpful appreciate your time concern and efforts
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Complaint:
I am rejecting this response because: I feel I should receive a full refund to due the fact I was sold the best package for my vehicle needsWhich ended up not being another enough.
Sincerely,
Christopher ***

Endurance vehicle service contracts are sold in over 2,auto dealerships as well as direct to consumers nationwide. Endurance approves and pays millions of dollars in auto repairs on a monthly basisWith all due respect Endurance takes offense to the customer when the customer states "this
is nothing more than a scam with a fancy words..." On November 13, 2017, the customer purchased an Endurance Supreme Used vehicle service contract for his *** XF with 58,miles. On December 19, 2017, just days out of the vehicle service contract's waiting period, the customer filed repair claims that were long term failures, occurring over a long period of time and thus determined to pre-exist the vehicle service contract's coverage period.According to the contract's Definitions Section, "Pre-Existing means a condition within all reasonable mechanical probability relates to the mechanical condition of your Vehicle prior to Contract issuance."In the interest of customer service, Endurance re-opened the claim and ordered a third party independent inspection of the customer's vehicle. Regarding the coolant leak issues, the third party inspector verified that all of the staining was long term and that there was no broken water pump shaft as reported by the repair facility, which confirmed Endurance's conclusion. Regarding the timing chain, at the time of inspection, the vehicle was not in a condition to confirm nor diagnose the timing chain concern. Endurance and the customer are working close with the repair facility to complete diagnosis and determine next steps in resolving the customer's concern

MrMartin *** was very helpful and professional when addressing my concernsHe worked diligently at making sure that ***, the company in charge of my claim, resolved the issue of sending a malfuctioning transmission twicehe was able to recommend for a rebuild of my existing transmission and get me a rental for the time iit would take tristate to fix it being that it was an error in their partI am very satisfied with Mr*** responsiveness and professionalismThank you!!

In response to the above referenced case number, Endurance reviewed the information attached with this specific consumer to ensure a resolutionAfter a thorough investigation, Endurance determined this to be a complaint
against the administrator of claimsThe obligor/administrator of the contract is *** *** *** *** (***)A claim was filed directly with *** by the consumer and the claim was deniedEndurance does not approve or deny any claims whatsoever therefore we accordingly contacted *** in order to uncover a reason for denial on behalf of the consumer*** informed Endurance that the claim was denied due to vehicle modificationsThe coverage specifically excludes aftermarket modifications/ alterations made to the vehicle under the exclusions section letter KThe inspection results show the vehicle was equipped with a *** Supercharger, engine electronic tuner and exhaust headersWe contacted the consumer in order to grant assistance with this issueWe explained that *** informed us of the denial reason due to vehicle alterations/modifications not recommended by the manufacturer Although Endurance does not approve or deny any claims filed by the consumer, we processed a full refund which is outside the contract termsThe consumer needs to redirect this complaint to the administrator of the contract in order to further dispute / obtain a resolution in regards to the claimEndurance will always strive to provide each and every individual with excellent customer service

Endurance vehicle service contracts are offered in over 2,automobile dealerships as well as direct-to-consumers via the internet, television commercials and direct mail promotions. We are sorry about any confusion Endurance's mail piece caused the consumer, and per the consumer's request,
our company placed the consumer on our internal "Do Not Mail" database to ensure that he does not receive any future direct mail advertisement from our company

The customer needed to submit verification of her car's mileage prior to Endurance's Claim Department proceeded with the administering of the claim The original documents that the customer provided to Endurance were not the documents that were needed Endurance's Customer Service
contracted the customer and explained what was needed Endurance's Customer Service Department received the necessary documents, contacted the customer and the Claims Department is currently updating her vehicle service contract In the meantime, Endurance is also reimbursing the customer the money she spent for a rental car The customer is satisfied with Endurance's efforts to this point

Endurance rep Martin was very helpful Explained to me in detail the process to file claims The insurance stool by their word & replaced my transcmission I did have a problem with the transmission shop that worked with us For the insurer it would still be nice if they have an adjuster that looks at the vehicle first before unnecessary dissection of transmission

Endurance is greatAll of the customer service agents are super helpful and their coverages are the bestI know my vehicle is protected!

Martin ***,Was a great help to me when it came to solving my online problem to get hooked up to my policy and he was very kind to me Should be more people like that in the world Stay Positive

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,
Judy ***

I have been with Endurance for about a year and one of things that makes it pleasant is
Steven ***He is an great individual and a stand out guyHe finished out my claim and explained details to me with patience and made me feel as if I matteredHe was able to get my issues with the rental on a labor day weekend resolved when I was sent back and forth with different people that eventually ended up with a huphoneHe makes your company shine!!!!!

Awesome sauce!!!! Great customer service!

My experience with Endurance Warranty Services, LLC has been great A deer ran out of the woods and totaled my *** *** and I had to get a new car I called EWS to cancel my contract and I talked with Mike, the agent Instead of taking the easy way out of the contract, I ended up adding it to my new car warranty I got from *** Mike took his time and got me a contract that takes me to 96/126,miles I am so glad that I got Mike He went out of his way to get me that contract I don't think it was luck that I got Mike, EWS probably has only agents like Mike Thank you Mike for taking your time to get me such a Great deal

Unfortunately my vehicle was totaled weeks after purchasing the extended warranty from Endurance I called the number on my contract was immediately connected with Matt who was very helpful and got me my full refund without any hassles I will definitely be going through them for my next

my experience was good

Great company and excellent customer service

Matt *** represented the company wellHe accommodated my work schedule and explained in detail the policy and cost without any hidden informationInformation was delivered in a timely and professional mannerGreat job!

On December 27th Rick from *** *** contacted Endurance to file a claim on the consumer's *** ***The consumer was having transmission issues that Rick diagnosed to be a failed torque convertor as well as worn out clutch packs causing noise and slipping gears when shifting
The consumer's vehicle service contract has a 1,mile and day waiting period. According to the contract, "Waiting Period means the period of time and mileage that must transpire before a claim may be filed hereunder." At the time of the claim the consumer had not satisfied his waiting period of 1,miles, as he had only driven miles since purchase In the consumer’s complaint he states that we disagreed with his repair facility as to the failure of the transmission and that we gave no reason for denying the claim other than the failure “not being internal”This is incorrectThe claim was denied because the vehicle was still inside of the contract's waiting periodAt no time did Endurance disagree with the consumer's repair facility as to the failure or whether it was internal or externalThe failure is, as stated by the consumer's repair facility, a failure of the torque convertor as well as an internal failure of the transmissionThe vehicle simply was still inside the waiting periodNot satisfying the waiting period is the only reason Endurance has given as to why we will not and cannot cover the consumer’s claim. Endurance's Customer Service Representative spoke to the consumer and advised that the claim denial was contractual and still within the waiting period. The consumer also mentioned that his truck was a commercial work truck which is also ineligible for coverage according to the terms of the contract. In the interest of customer service Endurance agreed to cancel the consumer's contract, waive the cancel fees and time used on the contract and issue a full refund