Endurance Warranty Services, L.L.C.

Complaint Details
Under all Coverage Programs that are offered at Endurance Direct Seals & Gaskets are covered.
[redacted]. Endurance Direct refused to repair our vehicle under the highest level of
coverage that they offer. Endurance Direct Sales People are baiting and misleading consumers.
Desired Outcome/Settlement
Desired Settlement: Modification/discontinuance of an advertised claim
Repair our vehicle and remove the misleading statements from your web site and documents.

Over all Nicole [redacted] was very helpfull

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

My experience was GREAT.

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!

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.

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;)

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]

Endurance is proceeding with administering the customer's claim

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

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.

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]

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.

my experience with the company over all was Great!!! We my husband and I are currently looking to insure our truck with the company. I was truly please and satisfied with my out come with Mr. Eddie [redacted] he truly stand behind his word THANKS EDDIE!!!!!!

I want to thank Eddie [redacted] for helping me .. I have been a customer for about 6 months now .. I had another company call me and talked me into there policy when I am already covered .. he immediately told me not to worry and called the other comp and got my monies back .. thx u

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

My experience with Endurance has been nothing but the best. Their staff has been exceptional helpful and patient during my contract. Mr. Joe [redacted] was absolutely the best. I wish more companies provided the type of services Mr. [redacted] provided. A GREAT COMPANY!