Endurance Warranty Services, L.L.C.

Initial Business Response /* (1000, 5, 2015/04/27) */
In response to the case number listed above, we understand this consumer received an offer from us. Our company provides vehicle service contracts for customers that have an expired factory warranty or if it is approaching expiration. The...

email was just an opportunity to extend coverage for the vehicle before it is too late. We receive information on potential customers from dealers, auto insurance companies, repair shops, online information entered, etc. We apologize for any erroneous information and any inconvenience it may have caused. We provide this service to consumers across the country and many do take advantage of this service. We have immediately placed this consumer on our Do Not Email list and will cease any further communication moving forward.
At Endurance, we pride ourselves in providing excellent customer service to each and every individual. Please call us at XXX-XXX-XXXX with any questions, comments, or concerns you may have.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Very satisfied with customer service

So far the experience with this extended service company has been a positive one. A little over a year ago I lost the love of my life to illness and one of the things I inherited was his car which had an extended warranty. I had to get one in my name. I recently had to have the AC repaired at a Ford dealership in Connecticut and was told that even with the extended service plan it wouldn't be covered. The guy behind the counter claimed he called your company and I was told that there was no record of a phone call from the dealership. Michael C. was on the other end answering my questions and was doing everything he possibly could to handle the situation even though I should have told your company within thirty days of this issue. Thank you for your customer satisfaction.

Initially my claim was denied by underwriting. Customer service put their heads together and found a way to reopen my claim. Pay the shop, and save my around $900

The customer took her car in for repair because after driving for a while the transmission starts to get hot and makes a whining noise.  This is very common on the Chrsler/Jeep/Dodge CVT transmissions.  As long as the noise does not occur until the transmission heats up it usually means...

the driver has not damaged the transmission yet. The main job of transmission fluid is to dissipate heat.  The fluid in the customer's transmission is long overdue for a change and currently is black.  This means it cannot dissipate heat very well and after driving for a while the transmission will overheat and start to whine from the belt inside the transmission.  The technician did have the vehicle running when the inspector arrived and said that he could not reproduce the issue at any time with the vehicle at operating temperature.  The drove at operating temperature for 5 miles and there were no symptoms.  Endurance recommended the customer flush the transmission fluid.  The customer is going to have the transmission fluid flushed and continue to drive for the remaining two thousand miles she has left on the contract.  If, during that time, the transmission experiences a failure Endurance will send an inspector and move forward with the claim.  The customer understands at this point Endurance can replace the transmission because there is no proof of failure.  Endurance's Director of Dealer Services gave the customer his direct line and assured the customer if the transmission breaks down during the next 2K miles Endurance will pay for the claim.

Talking about true customer service this gentleman was tops!He showed that ppeople are human and that [redacted] in real! Rather than make memore embarrasse of stressed he was very understanding and patien! HHE should be the poster person for exceptional customer service! On a scale of 1 - 10? He gets 15!

Called Endurance, talked to a Mr. Eddie [redacted] had some issues with my account and I got it all taken care of.

I just had the WORSE experience with Endurance! They denied my claim as a pre-existing issue when there was not one! I was instructed to get a diagnostic done. I did that. Got my transmission service like I was recommended, but it just went out today! Endurance told me that they told me to purchase a new one back then, but they did not! They were very rude to me, especially the manager! He was not helpful at all and straight lied to me! I had invoices showing that I was not told to purchase a new transmission, but they were not hearing that and they would not accept it! They continued to tell me it was declined! They just took advantage of me and my money! They lied on the dealership saying that thy stated I had a pre-existing issue and I know that was a lie because they never had a reason to call Endurance! I will never recommend them to anyone or use them ever again! They have the WORST customer experience as well on all levels!!!

This company continues to harass me about purchasing a warranty for a vehicle I no longer own. I have repeatedly tried to tell them that I want to be taken off of their calling list but all they do is hang up on me. I get approx 3-4 calls a month from them and now I just started receiving mailed notices. This is borderline harassment.

I appreciate her going the extra mile by putting notes in my profile in CAPS to reassure when I call back that I will continue my automatic payment services and she offered to personally ask for her when I call back to make sure I get what I want. Thank you

On March 18, 2016 the customer contacted Endurance and purchased an Endurance Select Premier vehicle service contract for his 2008 [redacted].  On December 6, 2016 the customer filed a claim for auto repairs and during the claims process Endurance discovered that the customer's car was used...

for [redacted].  According to the Exclusions Section of the customer's vehicle service contract, it states "Coverage is not provided under this Contract if your vehicle is used for commercial purposes, including. but not limited to, rental, taxi, limousine or shuttle..."  Endurance's Customer Service Manager spoke to the customer and explained the denial.  In the interest of customer service Endurance waived Endurnace's earned portion of the vehicle service contract and any applicable cancel fees.  Endurance issued the customer a full refund.

Overall I’m very pleased with my experience at Endurance. I’ve been a customer of theirs for over three years and have used my policy on multiple occasions. The policy paid out on everything they said was covered. I’m extremely thankful that I had this coverage, otherwise it would have been over $3500 I would have spent out of my own pocket! Their customer service department is extremely helpful and knowledgeable- they have gone out of their way for me on multiple occasions. The sales rep who assisted me was very patient and helped me pick the best plan that suited my needs. I will continue with these guys, happy to have it.

Revdex.com:
I have recieved  the refund in which I requested along with car rental and road service expense from Endurace Warranty in response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thank you Everrt Jenkinks for your timely rponse 
Sincerely,
[redacted]

On September 17, 2015, the customer contacted Endurance and purchased an [redacted] Dealer Services vehicle service contract for his 2014 [redacted] with 90,644 miles on the vehicle.  At the point of sale and during the sale’s verification process, the customer was made aware of...

Endurance’s 30-day money back guarantee and the complete coverage details were explained.  The customer also was provided a hard copy of the vehicle service contract which was sent via USPS Critical Mail with delivery confirmation.  Please be advised Endurance is strictly the seller of the vehicle service contract.  Endurance sold the customer an [redacted] Dealer Services vehicle service contract.  [redacted] is the administrator/obligor of the vehicle service contract which means [redacted] administers (approves or denies) the claims and is obligated to pay the approved claims.  Endurance’s Customer Service Manager spoke to the customer and the customer is now very clear on Endurance is versus [redacted].  Our office, as the seller of the policy, gets involved on occasions when the vehicle service contract company denies a claim by calling the company on the consumer’s behalf to ascertain why the claim and denied and put forth the best case for the warranty company to approve the claim.  [redacted] held up the customer’s claim first for required maintenance documentation and then the customer was getting contradicting information and unnecessary delays from the [redacted] Claims Department.  Endurance’s Customer Service Manager got an [redacted] Claims contact involved in the customer’s claim and also contacted the repair facility. Our manager is also trying to help the customer get a rental car. [redacted] is now moving the claim forward.  The customer was relieved that Endurance’s Customer Service Manager has taken over and [redacted] is moving forward with claim.

deceptive advertising they claim my brand new car is going out of warranty. The way it is presented in the letter is as if they are the dealer. http://[redacted]com/complaints/endurance-warranty-services-scam-northbrook-illi...⇄

He was very helpful!

Matt by far is the greatest Plan Rep known to man always goes above and beyond

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,
Willard [redacted]

Martin J is one of the best representatives I have come across ever. He went far and beyond the call of duty...literally. Although I wasn't covered for a specific service, he was able to guide me to obtain the help needed. This guy should be the team leader....Great Job Endurance.

Eddie [redacted] was very helpful.