Endurance Warranty Services, L.L.C.

Endurance is fantastic! I'm still in the process of having my car worked on and this is my first claim but they have been extremely professional, courteous, and friendlyI would recommend them to any family member and/or friend!

thanks you so much Eddie for helping my today with my issue ..your attentiveness to my issues and quick response was great

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!!!!!

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

Awesome sauce!!!! Great customer service!

On August 22, the consumer contacted Endurance and purchased an Endurance Select Premier vehicle service contract for her *** Awith 48,miles. At the point of sale, Endurance's Sales Representative explained the vehicle service contract coverage. Upon the consumer
agreeing to purchase the coverage, the consumer was transferred to Endurance's Sales Verification Department where a Verification Representative went through what the contract covers a second time with the consumer. Further, a hard copy of the contract was mailed to the consumer via USPS Critical Mail and the consumer had days to review the contract and could have cancelled the contract for any reason within the first days and received a full refund.On January 30th, 2018, a repair representative from *** of South Atlanta contacted the Endurance Claims Department to start a claim on the consumer's *** AThe dealership reported a transmission failure with symptoms of long term wearPursuant to the contract, Endurance's Claim Representative ordered an independent 3rd party inspection of the vehicle's transmission. Upon arrival at the repair facility the independent inspector verified the transmission symptoms that were reported to Endurance Claims DepartmentThe independent inspector was also shown documentation of multiple diagnostic trouble codes indicating internal transmission wearThe symptoms presented, slipping through gears, also confirmed there was no hard part failure and was only wear out failure The customer and the dealership were advised that due to the level of coverage the customer had purchased, the customer would need to authorize the dealership to open the transmission to diagnose the actual cause of failure in order to determine if customer's Select Premier policy's coverage appliedThey were informed that the policy the customer purchased does not cover wear and tear failuresThe dealership informed the customer that they do not perform diagnosis beyond checking the diagnostic trouble codes. On February 9th, 2018, a repair representative from *** *** *** contacted Endurance to start a claim on Ms***’s *** Afor the previously called in transmission issueEndurance's Claims Department ordered another independent inspection to verify the cause of failure, but upon arrival at the repair facility the inspector found that the transmission has not been removed from the vehicle and opened to diagnose the cause of failureThe repair facility was again advised that full tear down to determine/show the cause of failures is necessary in order to determine if the customer’s coverage applies On February 16th, 2018, the repair facility, MVP German Auto, contacted Endurance again to report that complete tear down had been performedAnother inspection was requestedUpon arrival at the repair facility the independent inspector found heavy metal shavings built up on the transmission pan magnets and suspended in the fluid that the technician had saved in a jarThe fluid was extremely dark and burntThe metal was shavings, no large pieced from any hard part failure, just wear indicatorsThe independent inspector also found that the bearings were rough to turn by hand and showed discoloration due to excessive heat buildupThe pinion gear in the transfer case portion of the transmission was also burnt and discoloredThe #carrier drum teeth were worn, and the inspector found torque convertor material coming out of the torque convertorThe inspector determined that the torque convertor and the pinion bearing were the cause of failureThe pinion bearing surface was extremely worn and no longer smooth, this is due to wear and tear over timeThe torque convertor has started to come apart internally, again due to wear over timeThe rest of the internals of the transmission showed extreme heat buildup and wear due to the transmission being operated with the extremely worn components. According to the consumer's Select Premier Policy, Page 2, Definition Section, "Breakdown refers to the Breakdown of a defective part...but does not include gradual reduction in operating performance due to wear or tear..." The transmission failures found were both wear and tear of the transmission internals as well as failure/excessive wear caused by the failure of a non-covered part, the torque convertor. The claim was not coverable by the consumer's vehicle service contract and the repair claim was denied. Endurance's Customer Service Representative contacted the consumer and explained the denial to the consumer. Although the claim was not coverable, in the interest of customer service, Endurance offered to cancel the consumer's contract, waive any cancellation fees and time used on the contract and issue a full refund. Further, Endurance also offered additional consideration of bearing half of the consumer's tear down costs- an additional $

The customer stated the purchase price of the warranty was $13,and further stated, "After paying thousands for my warranty..." Just to clarify, and with all due respect to the customer, he has paid a total of $and not thousands On September 21, the customer purchased a
policy and by making a $down payment The policy, consistent with all Endurance plans, came with a 30-day money back guarantee During the thirty day "free look" period of the plan, on October 15, the customer contacted Endurance and wanted more coverage so the Endurance customer service agent transferred the $payment to a new policyThe customer made two monthly payments on the new policy totaling $and then missed a payment which would cancel the policy for non-payment In the interest of customer service, on March 15, 2016, Endurance's customer service agent then re-wrote the customer into another new plan and gave the customer a credit for past payments The customer made payments on the third plan totaling $so the grand total of the customer's payment is $ The customer initiated a repair claim and it was determined the transmission was slipping from 2nd through 6th gear The transmission fluid was full but burnt and there was a leak from the torque converter therefore the claim was denied because of continued operation of the vehicle and the failure was due to wear and tear not covered under the contract We attempted to contact customer to correct him on the inaccuracy of the purchase price and to further explain the reason for denial

Customer service is good, but top notch at the supervisor level If you're in the market for an extended warranty then give Endurance a strong look

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Martin was really helpful and quick to act on the issue I had and has done a great job

He was amazing

Great costumer service

I spoke to Steven earlier & was very pleased with his help, I had some questions & he answered them to my satisfaction

I had a great experience with enduranceThey were kind and courteous throughout the entire processThank you very much to Kelsey and Nicole for helping me out with my policyA+ service

TO WHOM IT MAY CONCERN
SINCE WORKING WITH THIS COMPANY AND MR EDDIE *** I HAVE HAD A GREAT EXPERIENCE WITH HIS WONDEFUL *** SERIVCE SKILLS AND HIS COMMITTMENT TO HELPING ME WHEN NEEDED
I CONTINUE TO LOOK FORWARD WORKING WITH HIM AND ENDURANCE WARRANTY THROUGHOUT MY CONTACT AND WOULD RECOMMEND THIS COMPANY TO FRIENDS AND RELATIVES
*** * ***

great customer service

stars

If you receive a legal-looking notice in the mail that warns "...if you did not obtain coverage at time of purchase, you should act immediately"; ..."you will be at risk of being financially liable...", THIS IS AN ADVERTISEMENT and not any form or legal notification!! It is a thoroughly crooked way of doing business, as they do not clearly state who they are or that they are TRYING TO SELL YOU SOMETHINGIf you agree that this is a sleazy way to do business, exercise your right of refusal!!! Also, a complaint to the Revdex.com as a possible scam might discourage this practice

Initial Business Response /* (1000, 5, 2014/08/05) */
In response to the case number listed above, we understand this consumer received a notice from usOur company provides vehicle service contracts for customers that have an expired factory warranty or if it is approaching expirationThe
notice was just an opportunity to extend coverage for the vehicle before it is too lateWe receive information on potential customers from dealers, auto insurance companies, repair shops, online information entered, etcWe apologize for any inconvenience it may have causedWe provide this service to consumers across the country and many do take advantage of this serviceWe have immediately placed this consumer on our Do Not Mail list and will cease any further communication moving forward
At Endurance, we pride ourselves in providing excellent customer service to each and every individualPlease call us at XXX-XXX-XXXX with any questions, comments, or concerns you may have

I've been nothing but happy with the service rendered by the customer service personnelThank you all so much for understanding my struggle especially with me having adverse health issues and struggling with my last few payments thank you to the best and most understanding CSR ***!!!!!!!