Endurance Warranty Services, L.L.C.

Endurance's Manager spoke to the consumer.  Endurance Manager understood the consumers issue, apologized for his negative experience, and explained how the confusion came about.  Endurance Manager retrained the sales staff on how to avoid this type of confusion that arises when a consumer...

submits quote requests on multiple vehicles.  He also deleted all of the consumer's information from Endurance's system.

Initial Business Response /* (1000, 8, 2014/03/21) */
In response to the above listed case number, we reviewed this consumer complaint in order to rectify this concern. The consumer complaint is regarding the limit of liability of his coverage. He believes the policy only covers the vehicle...

up to the actual cash value. We reviewed the coverage plan he purchased and also contacted the administrator of claims, [redacted] We were able to confirm the verbiage in his policy as well as confirm with [redacted] that there is no limitation of coverage up to the actual cash value of his vehicle. The policy covers the vehicle up to a limit of $ 12,000.00 for the life of the contract. We have tried contacting the consumer numerous times and left voicemails to inform him that this complaint is unfounded and his liability exceeds the cash value of his car. This consumer never contacted us regarding this situation. Endurance will always strive to provide excellent customer service and we urge all of our customers to contact us first before anything to ensure a resolution to any and all concerns.
Initial Consumer Rebuttal /* (3000, 10, 2014/03/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted endurance several times regarding this and was disconected. I have not been able to access my voicemail so I cannot say whether I got a message. I am certainly sorry if I did miss a call. I would like to go ahead and get the work taken care of if this is all the case. I will be calling tonight after work to ensure that all is well. I would like to resolve this well, and without issues, but I think it should be noted that I did contact enduerance twice.
Final Business Response /* (4000, 12, 2014/03/25) */
In order to avoid any further issues with getting in contact with us, call our customer service department at X-XXX-XXX-XXXX. You may ask for the customer service manager, [redacted] for all future correspondence and assistance with your claim. This should provide you with a more direct communication and a direct point of contact moving forward.

good,service,very nice peoples repersenting

Eddie [redacted] has the best customer service!!!! He was able to help me with everything I asked.

On March 22. 2017, the consumer contacted Endurance and purchased an Endurance Select Premier vehicle service contract for her 2006 Chevrolet Impala with 92,334 miles.  At the point of sale the consumer was made aware of the coverage details of the vehicle service contract and upon agreement to...

purchase the vehicle service contract was transferred to Endurance Verification Department where a Verification Representative went over the contract specifics a second time.  During the verification process, the Verification Representative asked the consumer if the vehicle has ever been modified as this would have negated the vehicle service contract coverage.  The consumer replied no.  The contract was also mailed to the consumer and the consumer had 30 days from the point of purchase to review the contract, and if there was any issue with the contract whatsoever, could cancel the contract for any reason and receive a full refund.On March 12, 2018, a repair representative contacted Endurance's Claims Department to file a claim on the consumer's car.  The repair representative reported the vehicle was in need of a new serpentine belt, air conditioning condenser, air condition expansion valve, and both rear tire pressure sensors.  As this was the first claim filed with eligible repairs, the Endurance Claims Representative ran a Carfax report.  According to the Carfax report, the vehicle had been issued a branded title as a salvage vehicle after an accident in which it was declared a total loss.Per the Select Premier vehicle service contract Exclusions Section, "Coverage is not provided under this Contract if Your Vehicle has ever been issued a restricted title, including but not limited to: gray market, total loss,..."Accordingly, the consumer's claim was denied.Endurance's Customer Service Representative contacted the consumer and discussed the account and the vehicle's ineligibility.  In the interest of customer service, Endurance agreed to cancel the contract, waive any cancellation fees as well as time used on the contract, and issue a full refund.

Revdex.com:
From: natalie [mailto:[redacted]@comcast.net] Sent: Wednesday, February 21, 2018 3:05 PM To: Revdex.com Info <[email protected]> Cc: [email protected] Subject: Retract Statement   I would like to retract my complaint, Complaint # 12694786 ...

against Endurance because I complained against the company in error. I also filed this complaint before knowing that it was approved and would like it retracted .   Thank you,   Natalie [redacted]

I had a great experience with this company. The warranty is better than the one my dealership offered me and the customer service was excellent. My customer rep, [redacted] helped me figure out how and who to go to for services without confusion. This company is honest and fair.

If It wasn't for Endurance's customer service I'd be pushing a shopping cart full of cans to a cardboard box underneath the highway. Thank you!

Endurance reviewed the internal claims administration notes regarding the denied claim and promptly had a manager contact the customer.  Endurance takes customer complaints very seriously and is currently working towards addressing the customer's concerns.

The customer has an Interstate National Dealer Services (INDS) Xtra Supreme contract.  INDS is the administrator/obligor of the vehicle service contract which means INDS administers (approves or denies) the claims and is obligated to pay for the approved claims.  Endurance contacted INDS...

on the customer's behalf.  Interstate has agreed to reopen the claim and an inspection has been ordered.  The customer is pleased with our efforts.

On October 20, 2016 the customer contacted Endurance and purchased an Endurance Select Premier vehicle service contract for her 2006 BMW X3 with 72,024.  Endurance's Customer Service Manager talked to the customer, explained the coverage and how it works.  He also walked her through the...

components that are covered.  He offered to cancel the contract and issue a full refund, however the customer wanted to keep the coverage.  The Customer Service Manager told the customer about a couple of the common issues with claims on premium cars like BMWs such as non-OEM parts and how sometimes there could be a difference in what BMW charges for labor versus what records show for the labor costs. The customer understood and will adhere to the terms and conditions.  The Customer Service Manager also deferred the customer's next monthly payment.

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,
[redacted]

Good customer service great people!

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,
[redacted]

Endurance is an amazing company with GREAT employees. Martin [redacted] is the man, he ROCKS. Thank you for all your help!!!

I have had the misfortune of having to file for warranty coverages a couple of times.

The refreshing part of the filings were dealing with Steven [redacted]. He has not only handled the issues in a timely manner, but also apoligized for not being able to do more for the inconvenience of having to file a claim.

If he is not in a managerial position - he should be.

Mike [redacted] Contract # EVPUXXXXXXX

[redacted] has been extraordinary Help to me and so VERY helpful

Martin is a very helpful person at endurance

Eddie [redacted] did an amazing job with helping me out with my questions and helping me with his services.

The customer contacted Endurance on May 20, 2016 and purchased an Endurance Select Premier vehicle service contract for his 2009 [redacted] with approximately 132,000 miles on it.  Over a recorded conversation the customer was explained the contract specifics.  The customer states,...

"After a convincing sales pitch..."  Our company reviewed the sales call and the sales representative completely explained the contract to the customer.   Also, upon the customer agreeing to purchase the coverage, Endurance's sales representative transferred the call to Endurance's Sales Verification Department where a sales verification represetative went through the contract terms with the customer a second time and explained Endurance's 30 day money back guarantee to the customer whereby once the customer receives his contract in the mail he would have 30 days from the sale date to cancel if he was not happy with the coverage for any reason.  Regarding the customer's denied claim, Endurance never received an estimate from the repair shop because the repair shop directly told Endurance's claim adjuster that the timing chain was "stretched and worn out - not physcially broken".  Endurance's vehicle service contract covers a part if it is broken.  If the repair shop told Endurance's claim adjuster the timing chain was broken our claims department would then have ordered a third party inspection of the vehicle, however the claim did not get that far. It didn't even get to the point of ordering the inspection because of the repair shop's analysis.  In the interest of customer service, Endurance's Customer Service Manager reached out to the customer and offered to cancel the customer's contract, waive any applicable time used on the contract, waive any cancellation fees and issue a full refund.  We also offered to good will the customer an additional amount towards the repair.  The customer told Endurance's Customer Service Manager he is will respond within a couple of days.