Endurance Warranty Services, L.L.C.

Martin is a very helpful person at endurance

HAVE BEEN VERY SATIFIED WITHTHE SERVICE AND MARTIN [redacted] HAS BEEN EXCEPTIONAL IN ANSEWERING ALL QUESTIONS AND HELPING ME OUT===
VERY PERSONAL
THANKS HANK

I want to thank Endurance for being by my side for the little time I have been with them .. I was running into financial situation and I talked to a Eddie [redacted] who really helped me out .. I truly need my policy and didn't want to lose it and he made that possible for me thank u

I spoke to Dan [redacted] concerning my [redacted] and he explained my options clearly. He answered all of my questions in a knowledgeable and professional manor. You have a great employee.

Initial Business Response /* (1000, 5, 2014/04/28) */
In response to the complaint listed above, Endurance investigated the situation in order to resolve the consumer concern. This consumer stated that he called in to cancel the coverage he purchased from Endurance. Our records indicate that...

his policy was cancelled upon his request on 4/18/2014. We also provided him with the proper cancellation procedure outlined in his contract. We believe this customer's concern was that he wanted to avoid being charged any more payments prior to providing the appropriate documentation for cancellation. Endurance would like to inform that we discontinue any automatic billing upon customer request to cancel. Providing the proper documentation for cancellation is part of the contract procedure however it does not prolong the discontinuation of automatic billing. This consumer's request was properly executed. Endurance will always strive towards complete customer satisfaction.

In response to the case number listed above, Ms. [redacted] purchased an [redacted]) contract from Endurance on March 4, 2013.  Please be advised, Endurance is strictly the...

seller of the [redacted] 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 plays no role whatsoever in the approval or denial of the claims. Endurance did not know of the consumer's negative experience regarding the claims process until our company received the Revdex.com complaint.  The consumer mistakenly stated that she has “an extended automobile warrant with Endurance Service Warranty”.  The consumer’s policy, contract #[redacted], is an [redacted] policy.   The marketplace interaction was with [redacted].  As the selling agent, Endurance gets involved on numerous occasions when the vehicle service contract company denies a claim by calling the company on the consumer's behalf to ascertain why the claim was denied.  Similarly, Endurance has reached out to the consumer to ascertain the exact issue and continues to work with the consumer to help the consumer regarding his claim experience with [redacted].

Customer service with [redacted] at Endurance was fantastic!!!

Initial Business Response /* (1000, 5, 2014/07/31) */
In response to the case number listed above, we contacted this consumer to ensure a resolution. The consumer's family informed us that [redacted] was confused upon purchase and does not drive much. They asked for a refund in order to...

resolve the matter. Although the contract allows a pro-rated refund, Endurance went above and beyond to provide the consumer with a complete and full refund. The consumer and family informed us that they will retract the complaint. Endurance will always go above and beyond to provide every consumer with excellent customer service.

On September 1, 2017 the consumer contacted Endurance's Customer Service Department to cancel his vehicle service contract.  Accordingly, the Customer Service Representative cancelled the consumer's vehicle service contract in our system and explained to the consumer the refund process. ...

According to the consumer's vehicle service contract Cancellations Section, "If You cancel this Contract after the first thirty (30) days, the unearned Contract Purchase Price will be refunded calculated on a pro-rata basis...less an administrative fee of fifty ($50) and the total amount of all authorized claims, provided We receive a Federal Odometer Statement or notarized affidavit verifying mileage at the time of cancellation." The consumer stated that he would send in the Bill of Sale of the car and the Customer Service Representative said Endurance would calculate a refund, if any, would be due according to the Bill of Sale.On October 30, 2017, the consumer called Endurance's Customer Service Department inquiring about his pro-rata refund.  The Customer Service Representative explained to the consumer that there is no refund for his contract due to the miles used.  The consumer then stated that the miles listed were wrong and he will send an email to Customer Service.The customer provided miles at time of sale were 51,111 and Endurance calculated the pro-rata refund.Please be advised Endurance sent the consumer a pro-rata refund today via [redacted] and, in the interest of customer service, also included a $100 Gas Card.

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.
To whom it concern,   I received a phone call from Mr. [redacted], with Endurance Warranty Services Legal Department. He...

was calling in reference to Complaint #[redacted], I explain to him about the letters I received after the fact I have called in to advised Endurance Warranty Services. I no longer have the 2005 [redacted] he has assured me that  Endurance Warranty Services, will remove my mailing address as well as my contact number. I'm pleased with the outcome of my complaint & wish no further action be taken in Reference to [redacted]. Mr. [redacted] was very professional and made my complaint his top priority to get resolved, again I wish no further action be taken & to have COMPLAINT #[redacted] CLOSED !!!!!!!!!!!!  
Sincerely,
[redacted]

Only a few months after purchasing an extended warranty for my [redacted], I had to have some repairs done which were fairly expensive. The Endurance representative made sure that the repairs were done quickly and appropriately with virtually no cost beyond my deductible. This service will allow me to enjoy my car for several more years and to know that my drive will be safe, reliable and cost efficient.

Complaint: [redacted]
I am rejecting this response because: There was NOT multiple vehicles involved, and once I started to ask questions in depth about the warranty and the fact Jesse KNEW we were discussing a GTR and trying to say it was a Honda Civic and offered to reach out to others to where he was offering a good price for 2 GTR quotes because a friend was purchasing one.  After I contacted the company in regards to me bringing up how the clutch was internal and beings that IF it had EVER failed would it be covered due to not being able to open the Transmission by Nissan that it warrants an ENTIRE transmission replacement they then proceeded to state my car was modified and has issues that I am just trying to get covered and said the manager told him to not even deal with the car anymore.  After speaking with Oscar on the phone he stated that Jesse seemed to be afraid of losing his job and the fact he told me to add him on Facebook over the phone and while we were talking due to my work schedule.  After being told he was afraid and in fear of losing his job, I then received a friend request from him using his girlfriends name and creating a FRESHLY made facebook account to try getting in contact with me behind the companies back or harass me.  I went to them because of the price the dealer wanted for an extended warranty due to mine coming up and expiring on the 13th of July and wanted to continue keeping my car covered and shopping around.  From the beginning Jesse was given the VIN number over the phone for the GTR and all email traffic proves and states that we discussed pricing and options on the GTR.  I was interested in purchasing the warranty and was going to pay for it in full, but wanted in depth questions in regards to how the warranty would cover certain items I had questions about.  I want the company to pay for HALF of what a warranty will be from either Nissan or another company that is Revdex.com accredited.  I was lied to, told that we were never discussing a Nissan GTR, and the fact of going behind the companies back to facebook request me WITH PROOF and screen shot of the friend request AFTER the fact of speaking with management about Jesse, and feeling as if he was trying to harass me or retaliate if he was fired from his job when they said giving out his facebook information is against company policy also.  I spent a couple of weeks talking with Jesse and also asked to speak directly to his manager after finding out he told him and replied to me in email that it seems like I am trying to cover a modified car and exisiting conditions and while he was talking to his manager in the background told him to give my number and leave a voicemail vice speaking to me directly during the situation once Jesse stated on the recorded phone calls of everything we had discussed and him stating the manager believed my car has issues and trying to get items covered and to not deal with me and tell him we cannot help him.  No customer should ever be treated the way I was, and be lied to, and to feel harassed by an employee that was told he could be at risk for losing his job.  The employee had my personal information, and if he does get fired I do not trust someone who lied to another Employee (Oscar) that originally began to look into the situation. 
Sincerely,
Brent Gunn

Please be advised Endurance appreciates the consumer bringing the issue to our company's attention.  Upon investigating the issue with the data we found that the consumer was mailed in error.  The consumer has a very common name and when Endurance over-layed our file with consumer data,...

the wrong consumer name and address was mailed.  Endurance has no record of the consumer matching any vehicle information and apologize for any inconvenience.  To ensure this error will not happen again Endurance added the consumer's name and address to our "Do Not Mail" database.

Kevin is the best. He was very understanding and helpful.

They are incredibly difficult to deal with. They will only pay to have used parts put on your car. You don't put used parts on a [redacted]! Just getting approved to have work done is such a pain its not even worth it. The insisted one of their adjusters come out to verify the issue. They wont trust what the mechanic sais or bills for unless they come out to look at it. Which takes time. The guy didn't show up when he was supposed to. And he insisted the the part was disassembled before he even looked at it. So I couldn't drive the car. We cant even order parts till it gets approved which takes forever and now I have to wait for parts to get here and I still don't have a car to drive. For USED parts. What if they didn't approve it and now my car is torn apart to show the adjuster and then it wouldn't even be driveable because of them. I am canceling my warranty

The customer never meant to reject the Endurance's response and was just confused by the Revdex.com email.  The customer wanted his original complaint to be rejected and thus, the Revdex.com should have invalidated his complaint.  The customer even wrote Endurance the following - "I have attached a screenshot as proof where I attempted to reject to proceed with this complaint.  You will see that it clearly states that this issue was already resolved with [redacted] of Endurance."

Good customer service.

Although I haven't had to make a claim yet, I can highly recommend Endurance Warranty Services based solely on their customer service.

From my first call to set up service to my recent interaction when I had some questions, I always get fast, friendly assistance from the employees of Endurance.

I am certain when the time comes to have warranty work done on my vehicle I can expect the same excellent service as I've received so far.

Matthew was the BEST he took time out for me makes me feel special.

I have used this company to ensure my car and I have nrver been happier with the protection and excellent customer service. Would recommend to friends & family for sure!.