Endurance Warranty Services, L.L.C.

Awesome company!! Very reliable my Customer Service Manager [redacted] was very professional went out of his way to help me and explain everything very detailed. I would recommend 100%

On September 21, 2016 the customer contacted Endurance and purchased an Endurance Select Premier vehicle service contract for his 2007 [redacted] with 136,000 miles. In January, 2017 the customer brought his car into a repair facility because the engine light was on and the car "was slow to crank"....

 The shop tested the customer's vehicle and reported the vehicle's engine was completely locked up. The shop suspected that the timing chains were either stretched or possibly broken.  In order to diagnose the cause of failure the shop had to tear down the customer's vehicle.  The tear down confirmed that the chain was stretched and not broken.  Per the tech and a third party inspector the chain was stretched to the point of almost falling off and had been that way long enough to round off the timing gears.  When the engine was turned by hand the repairman could feel when the pistons made contact with the valves, indicating the operation with the stretched chains has caused timing issues allowing valve to piston contact and subsequent engine damage.  The customer's vehicle service contract excludes wear and tear.  The timing chain stretching was due to normal wear and tear.  There was not catastrophic failure to the chain and there was substantial evidence to indicate the vehicle had been driving in this condition for a long period of time.  The customer's claim was denied due to wear and tear.  In the interest of customer service, Endurance's Customer Service Manager cancelled the customer's contract, waived the usage fee and cancellation fee and issued a full refund.  As a goodwill gesture, Endurance's Customer Service Manager also offered to match the amount the customer paid into the contract toward the repair claim.

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]

Revdex.com:
Not happy that I am forced to pay for covered labor to remove cylinder head and timing chain to replace covered part, but honestly, I think I am wasting my time, and hope to just put this behind me and hopefully get my Hummer back one day after 36 days and counting in the shop.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me.
Sincerely,
Michael [redacted]

On March 21, 2016 the customer contracted Endurance and purchased Endurance’s high mileage Select Premier vehicle service contract for her 2008 [redacted] with 110,692 miles.   The customer’s car was 8 years old and had over 100,000 miles on the vehicle, so it was limited to...

Endurance’s high mileage plan.  At the point of sale the customer was made aware of the Select Premier’s coverage details and told about Endurance’s 30-day money back guaranty to allow the customer time to review the coverage and could cancel for any reason within 30 days.  The customer was also transferred to Endurance’s Verification Department and a verification representative went through what the contract covers.  Endurance mailed the customer a hard copy of the vehicle service contract which was sent via USPS Critical Mail with delivery confirmation.  Unfortunately the customer’s repair claims were denied because the parts were non-covered components according to the contract.  In the interest of customer service Endurance’s Customer Service Manager reached out to the customer and is working on a resolution regarding the cancellation and refund of the customer’s contract.

I'm very pleased with endurance so far they are wonderful in customer service and sales and product

Endurance did an internal investigation of company records into the handling of the consumer's vehicle service contract sale and service.  Our investigation included reviewing the internal notes regarding the consumers transaction, as well as interviewing the customer service agents and...

salesperson involved in the transaction.  On March 2, 2016, the consumer contacted Endurance and purchased an Endurance Select Premier policy for her 2011 [redacted].  At the point of sale and during the sale verification process the consumer was made aware of Endurance's 30-day money back guarantee policy and was provided with complete coverage details of the vehicle service contract.  The consumer was also provided with a hard copy of the vehicle service contract which was sent via USPS Critical Mail with delivery confirmation.  On June 7, the consumer contacted Endurance's customer service because the Claims Department could not move forward with her claim until the Claims Department had verified oil change receipts within 30 days of the sale date in accordance with her vehicle service contract.  Specifically, the Contract Holder's Responsibility Section - "Contact Holder's Maintenance Requirements:  You must change the engine oil filter within thirty (30) days of Your Contract sale date by a licensed service/repair facility."  Unfortunately, the consumer did not have verifiable receipts of an oil change during the contractual time.  On June 8 Endurance's customer service explained the issue to the consumer and she wanted to cancel the vehicle service contract.  In the interest of customer service, Endurance waived any applicable fees and time used on the policy and issued the consumer a full refund.

Purchased a "Extra Supreme" extended car warranty in April 2016 through Endurance. It was sold to me as a "bumper to bumper" full coverage plan that would cover nearly everything with the exception of wear parts(brakes, tires, etc)I have a 2008 [redacted] that runs very well but has over 100K miles on it and little things are beginning to go. I did some research and decided to go with Endurance and what a mistake that was. I took the car in for an oil change in July and was told my housing gasket needed to be replaced along with another gasket. This was causing the car to leak oil. I did not notice the oil leak and was told I could hold off on the repair until it began to get worse. In August, I began to notice the leak in my driveway. I called the service department of my local Mini dealership to notify them of the problem and to inform them I had an extended warranty on the car. My service advisor took the warranty info and called Endurance to verify. Just as I would've suspected, the repair is NOT covered as it is not a result of an internal failure. Basically, I need something catastrophic to occur in order to be covered. This is hardly bumper to bumper coverage and after going back and forth with the claims company([redacted]) and Endurance, I cancelled the policy. I feel completely scammed and would not recommend this company to anyone.

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]

Nicole did an excellent job, took the time to listen and take care of my issues.

The consumer states she does "not want any calls to my home number, cell number or any mailings from this company".  Please be advised Endurance does not have the consumer's phone number and never called the consumer.  Endurance never, in the history of our organization, cold-called or...

canvassed prospects via the telephone for business. Further, Endurance has never contracted outside marketing firms or telemarketing companies to cold-call or canvass prospects via the telephone for business.  Regarding the mail piece, Endurance immediately followed up with the third party data provider Endurance contracted with regarding the data that included the consumer's daughter receiving the mail piece. The data provider stated that they found the data came from an online publisher that used in-app incentives to drive leads.  So, during candy crush or another app, the publisher ran an add for free tokens if you fill out a form for a quote.  The data provider stated that they work tirelessly to catch the publishers that do that.  The data provider pointed out that this scenario happens few and far between, they thought they had it completely cut out a while back and were shocked to hear it happened.  Endurance add the consumer to Endurance's "do not mail list" to make sure the consumer does not receive a direct mail solicitation in the future.

I had a very positive experience with the Endurance Rep I had the pleasure of speaking.

Eddie [redacted] was amazing at helping me with my issue today! It is so great to know that Endurance truly cares about its customers.

I would like to thank Justin [redacted] for his excellent work today. He is such a professional and helped me with everything I needed. He went above and beyond for me and I wouldn't have kept my coverage if not for him. I look forward to doing more business with Justin in the future.

Bridget went above and beyond on taking care of my needs. Customer service at its best....

Initial Business Response /* (1000, 5, 2015/04/05) */
In response to the complaint listed above, Endurance contacted the consumer and she stated the complaint was filed by her son. We contacted her son in order to resolve the matter. We explained to him that his mother purchased coverage...

that covers beyond the vehicle factory warranty. He understood and stated his mother does not drive much and the only reason he filed a complaint is because he saw our good standing on the Revdex.com and wanted to obtain a similar positive resolution. We explained that he could have contacted us directly before filing a complaint in order to obtain a resolution. Although the contract has been in force and is only due a pro-rated refund, Endurance went above and beyond the terms of the contract and provided this consumer with a complete refund. Endurance will always provide each and every consumer with the highest level of customer service.

I very please with Endurance and Martin J. Delivered what they promised. Will you again.

Complaint: [redacted]
I am rejecting this response because: I bought a used vehicle and was not the modifier. In either case I spoke with [redacted] with Endurance legal dept. and agreed to settle this case with consumer affairs. And no longer wish to continue with this complaint...

either. 
Sincerely,
[redacted]

I want to say dealing with Eddie at Endurance was a wonderful experience and all customer service centers should learn from him

EXCELLENT customer service from my Rep Martin. He left me feeling assured and confident that my vehicle would be taken care of from top to bottom. Friendly , fast, efficient and extremely courteous. Love it!!