Endurance Warranty Services, L.L.C.

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 Interstate National Dealer Services (INDS)A claim was filed directly with INDS by the consumer and the claim was deniedEndurance does not approve or deny any claims whatsoever therefore we accordingly contacted INDS in order to uncover a reason for denial on behalf of the consumerINDS informed Endurance that the claim was denied due to rust, a condition which is not covered under the terms of the contractEndurance put forth the best case for the consumer in order to get the claim approved but INDS stood firm on the denialEndurance contacted the customer in order to resolve the matter and issued a complete refund to the customerThis refund has been provided completely by Endurance and in the name of good customer serviceAlthough Endurance does not approve or deny any claims filed by the consumer, Endurance wanted to make sure the customer received a resolutionEndurance will always provide each and every consumer with excellent customer service

On January 11, the customer contacted Endurance and purchased an Endurance Supreme vehicle service contract for his Dodge Dart with 36,miles on the vehicleDuring the sales process the customer was explained the vehicle service contract terms as well as Endurance's day "free look"
period whereby the customer had days to review the vehicle service contract and if he was unhappy for any reason he could cancel the contract and receive a full refundThe customer was then transferred to Endurance Sales Verification Department and a Verification Representative went over the contract terms a second time with the customer Further, Endurance mailed a hard copy of the vehicle service contract to the customer On March 16, the customer's presented a vehicle repair claim reporting a failure of the his car's "hands free" or telematics module This module allows the car's wireless pairing with the driver's phone so the driver may use their cellular device hands free Endurance's contracct specifically excludes "wireless transmitting/receiving devices", "cellular phones", and "voice recognition systems" This part was a wireless transmitting/receiving device and is not covered under the vehicle service contract In the interest of customer service Endurance waived any time used on the contract as well as any cancel fees and issue the customer a full refund

The represenative that handled my call was excellent Eventough I made the mistake of not updating my credit information and my service was suspended, she worked with me with patience and kindness It was the most enjyable bill I have payed in a long time....smile

I got a warranty from Endurance and still paying for premium on itThen the engine light of my '*** XLcame on, I brought the car to the dealership on a monday to have it diagnosedThey came back to me after a day, I said replied contact my warranty (Endurance) and ask whats the next thing to be doneThursday the dealer called me and asked approval to tear down the engine to get into the Timing chain for the Endurance inspector to see itthe weekend came so no workTuesday the next week I called Endurance and asked, they said they are waiting for the inspectors report.Wednesday the dealer called me and said that Endurance denied the repairI called Endurance and clarified the denial, they explained that the inspector said the timing chain is just worn out because it is wear and tear, and that my contract does not cover wear and tear, OK then so I asked the customer assistant why is it that there is nothing listed on the exclusion part of the policy that wear and tear is not coveredHe just said that I am praying for them to approve the repair, and that in this time nothing can be done to change the decision with regards to my claimTo think I got a Premium Plan which covers everything except the parts listed on the Exclusion part of the policywhat a waste of money this Endurance Warranty isI cancelled my contract and will be writing to the Department of Consumer Protection about this

Great experienceIf you're going to call and want fanatic customer service experiences ask for Martin

Steve *** gave me really good advice and provided excellent customer service when I called inHe was also very informative, I could tell that he loved what he does and helping other

Complaint: ***
I am rejecting this response because:
I feel the company should be held accountable for not only the full refund but the refund of the many years that I have placed in this country’s trust for the repair of my vehicleHave they had honored their contract I would still have my vehicle and not trying to figure out ways to get to work, or around etcThis company was supposed to repair my engineI paid into this, for over three years, and it was not honored.
Sincerely,
*** ***-***

I recently bought a new car and purposely did NOT get an extended warranty because of the large factory warranty that came with the vehicleI have received mail from this company ever since I bought the carI called the number and told the gentleman to please take my name off of their list that I was NOT interested, and he proceeded to get nasty and snarky and told me that if I would just buy the product the mailers would stop coming! Don't you think if I had wanted your product mister, that I would have first, bought it from the car dealership, second, bought it from my credit union or third, bought it one of the first times (probably more like or 6) you sent it to me? If I politely tell you I am not interested, what gives you the right to get rude with me?!?! If I ever WAS interested before, I am surely not interested NOW! Do NOT give this company your business!!!

Great customer serviceA+++++

Final Consumer Response /* (450, 5, 2014/05/21) */
I would like to retract my complaint
I and *** have come to a resolution concerning my complaint
*** put great effort in to helping me
Even thou he was not able to get me covered under my policy he is offering me a full money
back refund and a tie rod repair on my vehicle
My case was in a million and I guess it simply fell through the cracks
Thank you *** for your time
*** ***

Complaint: ***
I am rejecting this response because:
From: *** *** [mailto:***.***@gmail.com] Sent: Tuesday, October 25, 9:AMTo: Revdex.com Info Subject: Re: You have a New Message from Revdex.com Serving Chicago and Northern Illinois Complaint #***
That is not what was explained to us by the salespersonIt is also listed as covered on the company websiteYou should not be baiting and switching on your customers
Sincerely,
*** ***

I called this company Endurance and talked to a Eddie *** who was real treat to talk to he handled all my issues and at the end of the conversation I purchased a policy with them I can tell you that he went above the call of duty to help me even though I wasn't a customer yet I am now though Thanks you so much Eddie ***

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 Enterprise Financial Group (EFG)A claim was filed directly with EFG by the consumer’s repair facility and the repair facility has been dealing with Monte, a claims adjuster from EFGEndurance does not approve or deny any claims whatsoever and the consumer understands the issue lies with the claims adjustment companyThe customer has had policies on his other vehicles through Endurance and has never experienced a problem in the pastWe accordingly contacted EFG in order to provide a resolution for the customerEFG informed Endurance that the claim was approved for the engine repairWe also obtained confirmation that the engine is not excluded from coverage whatsoever moving forwardEFG informed us that the repair facility will guarantee the parts and workmanship of the repairs for months / 12,miles however, if any other engine issues arise moving forward, the coverage will remain on the engineEndurance will always strive to provide each and every individual with excellent customer service

Martin went all out to help me today.I was on *** parking with a flat and no cell phoneI borrowed a cell phone from a man passing by, but the dispatchers were so busy, because of the cold and snow, He had to leaveI went in *** and borrowed their custom service phoneI called Endurance's business phone and Martin *** picked up my callHe called the dispatchers for me and waited for the dispatcher to pick up the call.Because they were so busy Martin took my information and used his personal cell phone to call the dispatcherThis allowed him to answer the business phone when it rang and hold on to get my information to the dispatcherHe then called back to see if they find meHe later called me at home to make sure I arrived home safely..I am really glad I chose Endurance for my auto warrantySincerely, *** *** ***

thanks you Eddie *** for helping me when I was in need You where very helpful

Endurance takes consumer complaints very seriously and upon receiving the complaint from your office, Endurance did an internal investigation of company records int the handling of Ms*** vehicle service contract sale and service Our office has completed the internal investigation and
would like to advise your office that Endurance stands behind the following facts regarding Ms*** transaction with our company.On March 8, Ms*** contacted Endurance and purchased a vehicle service contract Upon agreeing to purchase the contract, Ms*** was transferred to the sale verification department to consummate the sale The sale was verified with Ms*** over a recorded conversation and Ms*** was also told Endurance has a "Day Money Back" guarantee policy If Ms*** wanted to cancel for any reason during the first days, she would be due a full refund Ms*** agreed to pay $as a down payment for the purchase Later the same day, Ms*** called Endurance and stated that her husband just purchased a contract from their credit union and she no longer needs the Endurance plan The Endurance customer service agent suggested she compare the two plans to see which coverage is better because she has a day money back guarantee with Endurance Ms*** agreed.On March Endurance received a Revdex.com complaint from Ms*** that Endurance did not process her refund Endurance provided the call between Ms*** and Endurance to the Revdex.com The call did not justify a complaint regarding a refund.Nonetheless, upon receiving the complaint, Endurance cancelled Ms*** contract and issued her a refund

Nicole was extremely helpful in assisting with getting our claim processedWe are very thankful to her excellent customer service

If claims are as friendly and helpful as customer service, EVERYBODY needs to use this company

My experience with Endurance was wonderful*** *** was very polite and helpful during my call and answered all my questions thoroughlyI have a warranty with them and they are an amazing company to work withI refer them to anyone that’s shopping for extended auto warranties

I have had a wonderful experience with Endurance Warranty Service when my car's heater stopped working just in time for the fall and winter weather I spoke to a very helpful woman named *** Who worked with me until all of my questions were answered and a plan was established to help me get my car taken care of Prior to this vehicle, I never considered a warranty for my car and I am just so thankful that I didThis has been such a helpful and encouraging experienceThank you!