Endurance Warranty Services, L.L.C.

I've only had the best, fast, and prompt service with Endurance. I'm very pleased that I chose Endurance. My representative Martin, has been the best. Very friendly, imformative, and pleasant when I call with questions. 5 stars from me.

On June 2, the consumer contacted Endurance and purchased a vehicle service contract for his 2010 [redacted] 328i with 117,770 miles.  At the point of sale, the Endurance sales representative provided the consumer with complete coverage details his car qualified for.  Also, upon the consumer...

agreeing to purchase the vehicle service contract, the consumer was transferred to Endurance' Verification Department where a Verification Department Representative went through the contract terms a second time reiterating coverage details and also made the consumer aware of Endurance's 30-day money back guarantee over a recorded conversation.  The consumer was also provided a hard copy of the vehicle service contract which was sent via USPS Mail with delivery confirmation. Below is proof of confirmation from the United State Postal Service that the consumer received delivery of the vehicle service contract on June 12.Detailed Delivery Status PB Tracking Number: [redacted]
Mail Class: First Class Expected Delivery Date: 06/15/16
Service(s): Delivery Confirmation ™ 06/12/16 12:00 AM Delivered (100) ([redacted])
On July 7, the consumer contacted Endurance to cancel the vehicle service contract because the consumer had a claim denied for the repair of a shaft sensor and headlamp.  The claim was denied because the shaft sensor and headlamp were not parts listed for coverage on the schedule of items covered under the vehicle service contract.  Endurance cancelled the contract and processed a pro-rated refund.

I would like to say that dealing with Mr. Michael [redacted] was very professional and friendly. I have dealt with other firms and on rare occasion am I impressed with the disposition of the CS rep, especially after I have informed them that I am canceling my account with the business. Mr. Castros management of the situation left no choice but "not" cancel the account, rather it promote continued and future business.

Regards,

[redacted]

Joe,
I was frustrated when I called, and even more so after speaking with the first person. Joe stepped in and, listened and agreed to looked into o the matter. Regardless of how things would work out, I was merely asking for the appropriate consideration that I heard was characteristic of the company. Joe provided that. In the end, the overall service was excellent. They demonstrated that no single employee, perhaps having a. bad day, can prevent the company from providing excellent, customer oriented service.

In response, we have received the documentation and have mailed out the refund to the customer. Endurance will always provide each and every customer with the highest level of customer service.

We could not find the consumer in our internal mailing database.However, to ensure that the consumer will not be mailed an advertisement from our company in the future we have added his name and address to our internal "Do Not Mail" list.

Customer Service with this company is outstanding from the inception of the policy to any aftercare that has been required.

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 [redacted] ([redacted]). A claim was filed directly with [redacted] by the consumer and the claim was denied. Endurance does not approve or deny any claims whatsoever therefore we accordingly contacted [redacted] in order to uncover a reason for denial on behalf of the consumer. [redacted] informed Endurance that the claim was denied due to vehicle modifications. The coverage specifically excludes aftermarket modifications/ alterations made to the vehicle under the exclusions section letter K. The inspection results show the vehicle was equipped with a [redacted] Supercharger, engine electronic tuner and exhaust headers. We contacted the consumer in order to grant assistance with this issue. We explained that [redacted] informed us of the denial reason due to vehicle alterations/modifications not recommended by the manufacturer.  Although Endurance does not approve or deny any claims filed by the consumer, we processed a full refund which is outside the contract terms. The consumer needs to redirect this complaint to the administrator of the contract in order to further dispute / obtain a resolution in regards to the claim. Endurance will always strive to provide each and every individual with excellent customer service.

Wonderful experience from Eddie from Brooklyn

I have had a great experience with this company thus far. The representative Mat is always very kind and helpful with any questions I've had.
Thank you.

I contacted EWS to cancel an extended warranty for my 2013 [redacted]. I spoke with Martin [redacted] and he did nothing but harass me about canceling. He spoke to me in a condescending way because I was a woman I'm guessing. I told him I didn't want the hassle I just wanted to cancel. He was beyond rude!! I asked how long my refund would take and he told me two weeks. That's ridiculous when they could put it back on my card. it doesn't take two weeks to mail a check! I plan to complain to [redacted] for referring this company in the hopes no one else will be hassled.

Have nothing but great things to day about Mr [redacted] Very informative and not pushy good adviser.

Eddie [redacted] was Excellent and very understanding

In response to the consumer's complaint please be advised [redacted] ([redacted]) is the vehicle service contract company.  [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 claims.  Endurance plays no role whatsoever in the approval or denial of the claims. Our office, as the seller of the policy, gets involved on numerous occasions when the vehicle service contract company denies a claim by calling the vehicle service contract company on the consumer's behalf to ascertain why a claim was denied.  In this case the consumer no long owns the vehicle so Endurance will call [redacted] to cancel the contract and initiate a refund for the unused portion of the contract.

Great service!

Kelsey [redacted] is the absolute best. She accepts my payments via phone each month. She is courteous, friendly and professional. If I only needed to rate her, I would give the company a 10. On the other hand, the warranty and it's inspectors are not quick to inspect the issues and they do not want to give me brand name [redacted] part, yet you take my money each month. If I'm not paying for the warranty with [redacted] bills then I don't expect [redacted] games pieces on my car. Also today, I contacted Endurance and spoke with Adam who was unprofessional. He cut me off and immediately connected me to Martin [redacted] Martin was patient yet firm and detailed about the condition of my car. He extended his knowledge and service with care. So overall, I'm somewhat at a 5 with this company.

Today, we bought our third Endurance warranty. The first two were bought in February, 2014, and the sales department was great to work with. When I called in today, they quickly pulled up my records and were able to give me a 'smashing' deal (no pun intended) on this new warranty. Once we wrapped it up, I was transferred to a verification department. This gentleman was also great. Finally, I had some questions to ask and verification suggested that Customer Service could better assist me. Like the other two, the third person was amazing and extremely accommodating. I was able to extend my payments out further, so that combined, my new payment including, my new warranty, was slightly LESS than the original remaining payment. We've also had a claim on one existing warranty that was paid without a hitch. Thanks Endurance!

Agent was very helpful in resolving issues

In response to the consumer rebuttal, we have confirmed that although a hard copy was sent in the mail, we also emailed the customer an exact PDF of her contract booklet via email. An email copy of the coverage was sent to the customer on 5/5/2015 and also on 10/19/2015 and the customer also called our office on 10/26/2015 to obtain her log in information. Our website allows you to log on and view all of your contract details directly through our website. We provided the customer with her username and password verbally on 10/26/2015 and emailed her the log in information as well on the same day in order to access all of her contract information online through our webpage. Endurance has only ONE copy of coverage to provide to the customer. There is no condensed version of our contract whatsoever. Every copy of coverage, whether hard copy or PDF email or Online Version will include a complete list of covered items along with all of the contract exclusions. At this point, we see that the customer has cancelled the coverage and was sent a pro-rated refund per her request. Endurance will always provide each and every customer with excellent customer service.

very happy with eddie [redacted] he got things done in a timely manner