Endurance Warranty Services, L.L.C.

Eddie [redacted] is wonderful to deal with. He listened to me and treated me with the utmost respect.

I spoke with Justin at Endurance Warranty Services and he is a very informative member of Endurance. He also reduced my payments and increased the coverage on my extended warranty. Again Great Job, Justin!

In response to the above referenced case number,
Endurance reviewed the information attached with this specific consumer to
ensure a resolution. After a thorough investigation, Endurance determined this
to be a complaint against the administrator of claims. The
obligor/administrator of the...

contract is Interstate National Dealer Services
(INDS). A claim was filed directly with INDS by the consumer and the claim was
approved. Endurance does not approve or deny any claims whatsoever therefore we
accordingly contacted INDS in order to uncover a reason for the consumer issue.
INDS informed Endurance that the claim was approved for a failed engine lifter
and the claim was paid in the amount of $ 1,533.68. To this point, the consumer
has only invested $ 311.94 into this policy which shows great advantage of having
this protection plan. We understand the dealer recommends replacing all of the
lifters in the engine however the contract can only cover the components that
have failed. Dealerships will always recommend replacing everything possible
however the service contract only covers failures that have occurred at the
time of repair visit. The consumer should not pay for any additional recommendations
because if an additional lifter fails in the future, then the coverage will pay
for that repair also once it occurs. Endurance wanted to provide all of the details
of this case in the interest of customer service and understanding. Endurance
will always strive to provide each and every individual with excellent customer
service.

Endurance vehicle service contracts are sold in over 2,500 auto dealerships throughout the country as well as direct-to-consumer's who manufacturer's warranty is about to expire of has expired.  Endurance sells thousands of vehicle service contracts and pay millions of dollars in claims each...

month.  A Customer Service Representative contacted the consumer, apologized for any issue the consumer experience in talking to Endurance's Customer Service Department.  The Customer Service Representative confirmed with the consumer that the consumer's contract was cancelled and as well as processed a full refund for the consumer.  The consumer will receive the down payment back in full from Endurance. The consumer will also receive a refund of his 1 monthly payment back from the payment plan provider.

Initial Business Response /* (1000, 5, 2014/12/30) */
In response to the case number listed above, we understand this consumer received a notice from us. Our company provides vehicle service contracts for customers that have an expired factory warranty or if it is approaching expiration. The...

notice was just an opportunity to extend coverage for the vehicle before it is too late. We apologize for any inconvenience it may have caused. We would like to make clear that there are other companies that send out similar notices but do not put a name or return address. We do not make any outbound calls to potential consumers whatsoever. Our records indicate that we have not had any contact with this consumer and we believe he might have been in contact with a different company. In order to resolve the matter, we have immediately placed this consumer on our Do Not Mail 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.

After being denied service repair from the local shop we took our car to earlier this year for another issue, Endurance suggested we take it to the dealership. So when we had alternator failure a few days ago we took it straight to the dealership service department. My alternator went out and I made sure to call Endurance before making any move because I didn't want to be denied (again). I called and got the OK that the alternator was in fact covered in my warranty package and to take it to any shop of my choice (we chose to take it to the dealership because of the issue in the past). I've already shelled out thousands for this warranty and have already been denied once. I have my car towed to the dealership service center (on my dime) and they diagnose it as the alternator needing to be replaced. After the dealership trying to get in touch with Endurance for over 24 hours I get a call from the dealership saying that Endurance is only going to pay for a small portion of the service because they won't cover their labor rates and they only pay for refurbished part prices. NO dealership service department is going to install refurbished parts! We called Endurance and they were completely uneducated on the difference between OEM and Re-manufactured and never offered a resolution to the issue of them only willing to pay for a portion of the bill. What a waste of money this warranty is. They don't want to work with local shops but they won't pay dealership service prices! Endurance tells you to take it to the shop of your choice but won't pay for it.

It has been a nightmare working with Endurance and I would never recommend them to anyone. Save your money because they are not an honest company and don't take care of their customers!

In response to the above referenced case number, Endurance reviewed the information attached with this specific consumer to ensure a resolution. After a thorough investigation, Endurance determined this to be a complaint against the administrator of claims. The obligor/administrator of the contract...

is Interstate National Dealer Services (INDS). A claim was filed directly with INDS by the consumer and the claim was denied. Endurance does not approve or deny any claims whatsoever therefore we accordingly contacted INDS in order to uncover a reason for denial on behalf of the consumer. INDS informed Endurance that the claim was denied due to wear and tear. The coverage is designed to protect against unexpected breakdowns and failures however it does not recondition the vehicle as it wears down due to age. Wear and tear is specifically excluded in the contract terms ans the repair facility did not call in any broken parts. We contacted the consumer in order to grant assistance with this issue. Although Endurance does not approve or deny any claims filed by the consumer, we have sent the consumer a pro-rated refund. The check should arrive in the mail within the next few business days. Endurance will always strive to provide each and every individual with excellent customer service.

Martin was very friendly and wanted to assist me in a timely manner salute to martin for his help.

Whenever I have had any questions about my policy and/or payments, Kelsey in the customer service department, has always been very helpful, friendly and courteous in a very timely manner.

Endurance's Customer Service manager called the customer and explained to the customer that Endurance did in fact refund the customer on the same credit card the customer used to purchase the vehicle service contract.  The customer does not use the credit card anymore that the refund went to so Endurance's Customer Service manager faxed her the receipt where the money was refunded to and the customer is going to fax it to her credit card company so the credit card company can issue her a paper check.  The customer understood what happened and was happy with the solution.  She also agreed that if she ran into any problem or delays from the credit card company she would contact Endurance's Customer Service manager so he can help in any way he can.

Steve [redacted] was so understanding and helpful, I was having hard times and he helped me to be able to keep my policy with Endurance, I am so thankful for him. He was a great help. He made a bad situation turn around for me. If you ever need help ask for him he's the best!

I was so pleasantly relieved after the service manager quoted the the price of my repaires minus my plan coverage and the respect I got just for having Endurance as my vehicle coverage.

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,
Terry [redacted]

At the time of selling me the warranty, I was never told that [redacted] was going to be the administrator.  I was told that endurance handles their own claims. At this point, it is between endurance and [redacted] to discuss whos fault this really is
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

I received a letter from EWS yesterday, the second one this year. The presentation of the letter is completely inappropriate as it leads the recipient to believe they have done something wrong, or will suffer bad consequences if they do not respond. This is COMPLETELY inappropropriate marketing and they should not be allowed to engage with the general public in this matter as a professional business. Why would anyone want to voluntarily sign up for something that has been obtained in a manipulative manner.

These letters or "notices" come in an envelope with an official-looking insignia, resembling the U.S. Dept. of State.

There are a number of statements that immediately provide concern (even potential fear) in the recipient:

"IMMEDIATE RESPONSE TO THIS NOTICE REQUIRED."

"Our records indicate that you have not contacted us to have your vehicle service contract updated."

"By neglecting to replace your coverage you will be at risk of being financially liable..."

There is no doubt this solicitation was intentionally made to appear as a legal notice and warning. Please stop these tactics based on misrepresentation and manipulation.

Contact Endurance spoke with Eddie [redacted] and he was great!!!

In the customer's rejection, the customer claims the contract was "not what was explained to us by the salesperson".  As mentioned in Endurance original response to the customer's complaint, Endurance's sales representative went over the contract with the customer and then Endurance's sales verification department went over the contract a second time.  Further, the contract was sent to the customer via USPS critical mail and the customer had a 30-day free-look period to review the coverage.  If the customer did not like the contract for any reason whatsoever within the 30-day free-look period, the customer could have cancelled the contract and received a full refund.  Even though the contract was outside of the 30 day free-look period Endurance issued the customer a full refund in the interest of customer service.

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 may concern I [redacted] would like to retract my complaint against Endurance Warranty Company because I made a mistake its complaint number [redacted] Thank you [redacted]  
Sincerely,
[redacted]

I purchased this coverage for my mother who is elderly and lives in another state. Every time my mother goes to the shop they overcharge and recommend things that I feel are not always needed. So I wanted a warranty that will monitor and help her from paying these large out of pocket repairs. When I made this purchase they assisted us and really made us feel comfortable. Most importantly I know that Endurance will protect my mother when she goes in for repairs. My manufacture warranty is expiring soon and will be buying coverage for my car. The activations manager Cory Schwartz and Steve Sanchez in customer service should be recognized for their professionalism and caring personalities.

8 Star out of 10.