Endurance Warranty Services, L.L.C.

On May 8, 2017 the consumer purchased a 2012 Dodge Ram 2500 with 158,491 miles from Tallgrass Motors.  At the point of purchase, the consumer also bought an Endurance Apex Select Plus vehicle service contract.Just four days later, on May 12, 2017, Enduance's Claims Department was called to...

initiate a claim stating the consumer reports that his check engine light is on, noise is coming from the front end of car, his mirror flood lights are inoperable and the pinion seal is leaking.  Upon inspection, all of the failures were pre-existing, which means the failures pre-existed the sale of the car and thus, the sale of the vehicle service contract, and the claims were denied.On October 27, 2017, Tallgrass Motors notified Endurance that the consumer requested to cancel his policy.  According to the consumer's contract, "If this Contract is canceled after the first thirty (30) days, the unearned Contract purchase price will be refunded calculated on a pro-rata basis." Accordingly, Endurance provided a pro-rata refund to the customer.Upon receiving the complaint from the Revdex.com, in the interest of customer service, Endurance agreed to provide the customer with a full refund.

Complaint: [redacted]
I am rejecting this response because:
Endurance says they tried to contact me but I did not receive anything in the mail. I received no phone calls from anyone who identified themselves as an Endurance rep. Actually, even if an Endurance rep would have called me I would be suspicious since they would not talk to me about my cancellation when I called them twice.
I mailed a certified letter to Endurance that was delivered on 9/17, nearly two weeks after my first attempt to cancel over the phone. My contract was purchased on 4/16, effective 5/16. Coverage for 100k or 60 mos for a total cost of $2583. My cancellation letter shows my first attempt to cancel was on 9/4 with 106,904 miles. I agreed to the required $100 cancellation fee. I have received a check from Endurance for a refund with no other correspondence, or explanation enclosed. Evidently it is in response to the Revdex.com complaint. The check is for $266.24 which is about $100 less than it should be, depending on whether I'm required to pay for the first 30 days of "non-coverage" and what date they used for cancellation.  They may have used the Revdex.com complaint date as a cancellation date, which is totally unprofessional and dishonest.  It takes a Revdex.com complaint to get action??
This company may handle a warranty well, I don't know, but they certainly don't handle a cancellation well.
Sincerely,
[redacted]

I felt that I was pushed to purchase this product under false pretenses. I was told the warranty was through Toyota, that was not true.

Endurance offers a 30-day money back guarantee policy whereby if a customer is not happy for any reason within 30 days, the customer may cancel the vehicle service contract and receive a full refund.  Endurance's refund policy is such that if the customer paid by credit card, Endurance will...

provide the refund within 5 business days.  If the customer paid by ACH, Endurance will provide the refund within 10 business days.  This is because when a customer pays via an ACH transaction from the customer's bank account it may take 7 to 10 business days for the bank to clear the funds.  Within that time frame an ACH transaction may come back insufficient funds, stopped payment, account unable to locate or invalid account information.  With all due respect to the customer, for him to say "this company is a bunch of crooks" is an unfortunate and unfair statement.  The customer purchased the vehicle service contract on January 3, 2017 and paid the down payment via ACH.  He then cancelled the contract on January 5.  Accordingly, the Endurance mailed the customer his refund check yesterday, on January 16.  However, yesterday being Martin Luther King day it was a postal holiday so the check will be in the mail stream today.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Felix [redacted]

My experience was GREAT.

Complaint: 10988124
I am rejecting this response because:Attached is a copy of the sample agreement that was sent several times. This is the only agreement that I have received. It states that "TRANSMISSION: (Automatic or Standard) Transmission Case and all Internally Lubricated Parts plus: Torque Converter; Flywheel/Flex Plate; Vacuum Modulator; Electronic Shift Control Unit; Transmission Cooler; Transmission Mounts; Oil Pan; Slave/Clutch Master Cylinder; Pilot Bearing; and Throw-Out Bearing. (Transmission case is covered if damage is due to the
Breakdown of a Covered Part)" are covered. This contract dose not identify specific parts of the Transmission that are not covered. It does have an "exclusion" section but it does not mention it either.The adjuster mentioned that the specific part of my Transmission that malfunctioned, is not covered, yet the copy of the agreement that has been provided to me does not reflect that. In addition, I did not receive a copy of the agreement until after 30 days of signing up. This deprived me of the opportunity to cancel and receive a full a refund, had I not liked the terms and conditions. This is why I am seeking a full refund or my claim approved. Yes, Endurance did refund one-tenth of my money ($93.00) But I invested over $800, yet they did not provide the quality of coverage and service that I was lead to believe.
Sincerely,
[redacted]

I spoke with Malika [redacted] who was very knowledgeable and professional. She was able to provide me with multiple options to come to an acceptable solution. I was very pleased with her service and thankful for her assistance.

I like the customer service, good to have on your car endurances warranty.

The customer has been issued a full refund.  Per the Superior contract, "Replacement of Covered Parts that have experienced a Breakdown may be madewith original equipment manufacturer parts, non-original equipment manufacturer parts, re-manufactured parts, or used parts at the Administrator’s discretion."  Although the repair was not covered and the contract was cancelled, Endurance offered the consumer to help source parts for his repair at a less expensive price and understand if the consumer does not want Endurance's assistance.

Very nice speaking with Malika, she was extremely pleasant, knowledgeable and offered to send me a letter stating my warranty was paid in full now. I didn't even ask for that! Nice to know! I give her a 10+, if possible;)

Eddie [redacted] was a joy to work with. He handled everything from start to finish very professionally and was extremely polite along the way. I would recommend his services to anyone. Very happy customer! Great service. Thanks!

Endurance is proceeding with administering the customer's claim

This company is a total fraud. when they sold the package, it's the best package cover bumper to bumper. Now when my dealer called to Endurance, they recommend lowest after market parts, not the [redacted] recommend parts. top of it, they will not cover many things. it's a total cheating, liars.

On November 7, 2017 the consumer contacted Endurance and purchased an Endurance Select Premier vehicle service contract for his 2002 Ford Explorer with 141,732 miles.  The Select Premier contract has a 60 day and 1,000 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 141,732 miles on November 7, 2017, yet Carfax showed that his vehicle had 143,428 miles a month prior on October 14, 2017.  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 1,604 miles between October 14, 2017 and January 24, 2018 so it was extremely unlikely the vehicle traveled the mandatory 1,000 miles since the contract purchase on November 7, 2017.  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 1 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.

Endurance really helped me when I needed them the most, they called a tow truck, set up an appointment and paid for my car repairs! They've really been everything they promised to be and more!

Was pleased with my service!

My name is [redacted] I had an excellent experience with Nicole [redacted] was able to assist with my claim very helpful and professional

The issue presented was a misunderstanding regarding the customer payments.  Endurance cancelled the contract and issued the customer a 100% refund.

I was informed on December 27, 2016 by [redacted] that I needed a radiator. Endurance warranty, informed me that my warranty was expired by 200 miles. The representative, Art [redacted], informed me that I stated my miles as 94, 400 on April 2, 2015 at the time of the warranty purchase. He also mentioned, that the representative told me to call back within 30 days to verify the mileage. I don’t recall anyone informing me to call back within 30 days; therefore, I asked could I hear the recording. Art, mentioned that if I had any documents that could prove my mileage around the time of purchase they could use it.
[redacted] faxed over a receipt from February 13, 2016 showing my mileage as 95,069, which is higher than what I stated at the time of purchase. I asked could I speak to someone higher to get the matter resolved, I was transferred to Eddie [redacted] Eddie downloaded the recording and heard the stated mileage; however, I did not hear the representative tell me to call back to verify the mileage. Eddie argued that it was my fault I didn’t verify the mileage and stated they inform the customer to call back within 30 days on the verification call. I asked to hear the verification call and was told he would have to download it. In the meantime, I was asked to get a valid receipt from [redacted] on their letterhead. I was able to pick up valid receipts and emailed them to Eddie.
Eddie called saying one of the receipts was for a rental car. He questioned me, asking why I rent a car. I told him I can’t remember why, but what difference does it make? My mileage for my car was on the receipt, which is what he needed as proof. He said it was not valid. He went on stating both receipts were not valid and they had been fabricated by [redacted]. He also mentioned that my warranty will continue to be expired because of the invalid receipts. I could not believe what I was hearing. I told him [redacted] would not fabricate receipts for me and more importantly, I wouldn’t go to a dealership that would fabricate receipts. He stated he would find a radiator and have Endurance to pay for it, but after listening to this, there is no way I can trust Endurance warranty to pay for anything. I’m sure they would have gotten the cheapest and most unreliable radiator they could find.
This is very disheartening to learn that a company would treat their customer this way. My warranty is paid in full. As a customer, I take full responsibility for stating the incorrect mileage, but I will not take responsibility for Endurance’s behavior and attitude towards this entire situation. Eddie [redacted]is unprofessional and disrespectful. He accused [redacted] of being dishonest. If he accused them of being dishonest, he’s accusing me of being dishonest, I’m their customer. He wouldn’t allow me to hear the verification call as he promised. His attitude was horrible. He blamed me for the expired for stating the incorrect mileage. I will not recommend this company to anyone! He did not have to ask me for the receipts as proof, knowing he was not going to honor the mileage. Wasted over $3000 for nothing.