Endurance Warranty Services, L.L.C.

Final Consumer Response /* (450, 5, 2014/06/11) */
[redacted],
Hi my name is [redacted]. I recently filed a complaint against Endurance Warranty in Northbrook, IL.
I will like to retract that complaint that I made on Case #: XXXXXXXX.
They have agreed to resolve the issue for me....

Please RETRACT my complaint please.
I am being honest [redacted] is a genuine person willing to help resolve any issues and I'm happy to see people like him are supervising companies.
Me being the CEO of one mother IT company that multiple IT companies and he is a person that should be running things.
Best Regards,
[redacted]
President and CEO
Carbon Designwork
[redacted]@icloud.com
(XXX) XXX -XXXX

Initial Business Response /* (1000, 7, 2014/11/12) */
In response to the case number listed above, we understand this issue to be regarding a claim filed by the consumer. Endurance is strictly the seller of the vehicle service contract and not the administrator. The administrator/obligor of...

the vehicle service contract is [redacted]. We spoke with the consumer and he understands and will retract/redirect the complaint accordingly.

The company is excellent, I feel they done a excellent job with my vehicle, my rental ,the payment monthly plan is definitely affordable,

Endurance and the customer came to a resolution a couple of weeks ago whereby Endurance cancelled the customer's contract, returned all of the money the customer paid into the contract and further agreed to give the customer an additional $500 in goodwill towards the customer's repair.  Endurance responded accordingly to the Revdex.com on November 27th.

Called endurance talked to Eddie and he was a big help

Initial Business Response /* (1000, 5, 2015/04/23) */
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 partially denied. The consumer invested $366.40 into the contract and the claim was paid in the amount of $487.31. 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 partially denied due to a pre-existing condition. The claim was filed within 8 days of contract activation. Although the claim was paid for the electronic failures that can suddenly occur, the repair facility indicated there was also active leaks from the crank seal, oil cooler gasket and engine. The coverage is designed to protect against unexpected breakdowns and failures however it does not cover pre-existing conditions prior to contract activation. An active leak constitutes a long term failure and would have began consistent or prior to the contract waiting period. 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 provided him with an option to completely cancel the coverage at no cost or keep the coverage along with credits towards the next two monthly payments. The consumer needs to redirect this complaint to the administrator of the contract in order to dispute the denial due to pre-existing and obtain a resolution. This complaint was filed against the wrong business because all claims are adjudicated by Interstate National Dealer Services which is the obligor of the service contract. Endurance will always strive to provide each and every individual with excellent customer service.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This contract was not sold to me by Interstate, I was contacted by an Endurance employee. During the conversation with this sales person, not at one time was I made aware that Interstate was involved in anything with this contract. The policy states there is a 30 day and 1000 mile waiting period before a claim can be filed. I did not intentionally cause problems with my vehicle and then file a claim that was pre-existing. On or about the 37th-38th day my check engine light came on and I took it to a mechanic thinking that I was covered, since I had waited for the stated 30 days and actually closer to 2000 miles waiting period. I had a manager call me to try and get me to keep the policy and he mentioned the complaint with the Revdex.com and sounded like he only wanted to say what he thought I wanted to hear in order for him to be able to respond to the Revdex.com with s resolved complaint. I am not satisfied with the response from Endurance and demand a refund. I told the manager that at this point, any claim I make can be denied on the basis of pre-existing. I am basically at the mercy of Interstate and in my experience with companies like this, there is always some kind of "legal and technical or mechanical" reason they give to not cover a repair. just because an electric window claim was approved, I was made to feel like it covered something. I could have cared less about repairing the window and rather had the mechanical issues repaired and covered. The manager offered 1 or 2 months free, but what good is that going to do me for the current claim, it was deemed pre-existing. This repair will be setting me back $3500 and Endurance covered absolutely $0. I am not a dishonest person and believe in karma, thus I am not trying to pull one over on Endurance or interstate. Again, I waited the 30 days and 1000 miles. Only to be told the claim was denied. So frustrated at this company and the sales person that refused to return my phone calls. I had 3 neighbors that were looking into purchasing coverage and I advised them against it. This type of policy is legal highway robbery in my opinion. They gladly take your money but don't do what they say they will do in the policy
Final Business Response /* (4000, 9, 2015/05/07) */
In response to the consumer, Endurance wants to make it clear that we are strictly the seller of the contract and Endurance does not approve or deny claims. The consumer's opinion is that he considers the situation "highway robbery", however, his claim pay out was more than what was invested into the coverage plan. Most consumers are not auto mechanics and we want to help this consumer understand that although he had "passed" the 30 day / 1000 mile waiting period, his mechanical failure was still a long term failure that occurred consistent with or before the waiting period had ended. The mechanical issue experienced was an elongated unison ring. A unison ring will become elongated due to wear and use over a long period of time. The mechanic specifically stated the ring was not broken but only elongated due to long term wear. The coverage is not designed to rebuild the vehicle as it gets older but instead to protect the consumer against sudden mechanical and electrical failures and not long term failures that already existed prior to contract activation ( a unison ring will not elongate in a span of 8 days ). Although Endurance does not approve or deny any claims filed by the consumer, we processed a full refund which is outside the contract terms. Endurance wanted to go above and beyond the terms of the contract in order to provide this consumer with a resolution but also an understanding of how vehicle service contracts work. Endurance will always go above and beyond to provide excellent customer service.

Every since I enrolled with Endurance I have had great service and help. Had to file a claim
and it was hassle free and delivered as promised. They have been very cooperative in assisting with maintaining coverage during a temporary personal financial crisis that very few organizations would even care about. I am thankfull for the coverage they provide and enrolling.

It was a real treat, to learn from Art R. that I am truly in good hands with Endurance. I appreciate his matter of fact approach, he explained the policy to me so that I totally understood it's provisions. Plus from different examples of other customer's issues, I was pleased to learn of addition resources Endurance has to help itheir clients.
Subsequently, I now know I've made a great business decision, in choosing Endurance as my partner.
Kind regards,
Alan [redacted]

On February 21, 2015 the customer contacted Endurance and purchased an [redacted] ([redacted]) XtraSupreme vehicle service contract for his 2006 [redacted] with 121,763 miles on the vehicle.  At the point of sale and during the verification process, the customer was made...

aware of Endurance's 30 day money back guarantee and the complete coverage details of the vehicle service contract were explained.  The customer was also provided a hard copy of the vehicle service contract which was sent via USPS Critical Mail with delivery confirmation.  Please be advised Endurance is strictly the seller of the vehicle service contract.  Endurance sold the customer an [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 claims. Endurance contacted [redacted] regarding the customer's denied claim.  Endurance's customer service manager contacted the customer and explained [redacted]' reason for denial under the terms and conditions of the customer's vehicle service contract.  In the interest of customer service Endurance's Customer Service manager, cancelled the policy, waived any applicable cancel fees and issued the customer a refund.

I see why this company is #1. I called first thing in the morning to add some mileage on my Policy. Even though I work from home, I travel a lot for church. I spoke with a gentleman by the name of Steven [redacted] I tell you.... he was polite from the beginning to the end. He got me the same policy with more mileage but at a less price per month. WHAY YOU SAY! I was sooo shocked and was not expecting to pay less. This dude is Awesome and was a Blessing to me. Steve, you are the bomb.com. God bless you and your family.

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]

NOT AN HONEST COMPANY.!!!!Sent me on a 10 day [redacted] asking about maintenance records just to find out that on page 4 We're not allowed to do our own maintenance. I tracked down old receipts over the course of 10 days and they even sent out an inspector for some reason just to waste my time. They state on their "ON HOLD" music message that they know how important the customers time is well they could give 2 flying [redacted] about us customers. They need to come right out and let people know about how you're not allowed to do your own maintenance. There are plenty of HONEST AMERICANS who make an HONEST living and get duped into spending thousands of dollars on a protection plan, for what, to be denied after wasting 10 days worth of time. This is an UNJUST AND DISHONEST company that doesnt pay honest claims. DONT WASTE YOU TIME BUYING ANY OF THEIR PRODUCTS. HAD I KNOWN I WOULD HAVE NEVER WASTED MY MONEY. I HOPE THIS COMPANY GOES OUT OF BUSINESS AND PEOPLE GO TO JAIL FOR FRAUDULENTLY SELLING INSURANCE WITH NO INTENTION OF PAYING HONEST CLAIMS. THE FEDERAL GOVERNMENT NEEDS TO LOOK INTO THIS COMPANY AND STOP THEM FROM HURTING OTHER PEOPLE. I WISH I COULD PUT A "0" FOR HOW LIKELY I AM TO RECOMMEND THIS [redacted] UP COMPANY.

We just purchased a 2011 [redacted] 750LI. Endurance has basically told my wife and I we are lying and that the car is a [redacted] 750 [redacted]. Endurance claims that since their system shows our car is an [redacted] they will not offer the warranty for a 750 LI. We had [redacted] of the WOODLANDS in Texas send them a bill of sale and verification letter, Endurance still claims we are lying.

The customer services person Martin [redacted] was very helpful and professional in helping me with my problem. Thanks Endurance.

In response to the customer complaint listed above, the customer was very explanatory in his complaint. The policy was in effect for 2 days and the repair facility presented long term failures that are pre-existing and sludge which is excluded from coverage. Endurance has gone above and beyond the...

terms of the contract and issued a full refund to this customer in order to assist with the denied claim. The refund has been sent back to the customer's MasterCard. Please allow 3-5 business days to post to the account. Endurance will always provide each and every customer with excellent customer service.

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 Enterprise Financial Group (EFG). A claim was filed directly with EFG by the consumer’s repair facility and the repair facility has been dealing with Monte, a claims adjuster from EFG. Endurance does not approve or deny any claims whatsoever and the consumer understands the issue lies with the claims adjustment company. The customer has had policies on his other vehicles through Endurance and has never experienced a problem in the past. We accordingly contacted EFG in order to provide a resolution for the customer. EFG informed Endurance that the claim was approved for the engine repair. We also obtained confirmation that the engine is not excluded from coverage whatsoever moving forward. EFG informed us that the repair facility will guarantee the parts and workmanship of the repairs for 12 months / 12,000 miles however, if any other engine issues arise moving forward, the coverage will remain on the engine. Endurance will always strive to provide each and every individual with excellent customer service.

On February 24, 2016 the consumer contacted Endurance and purchased an [redacted] Services ([redacted]) XtraSupreme vehicle service contract for her 1997 [redacted].  At the point of sale, the customer was provided with complete coverage details.  Then, upon being transferred to...

Endurance's Verification Department, Endurance's Sale Verification Team Member went through the contract terms a second time with the consumer and also made the consumer aware of Endurance's 30-day money back guarantee.  The consumer was also provided a hard copy of the vehicle service contract via USPS Critical Mail with delivery confirmation.  Please be advised Endurance is strictly the seller of the vehicle service contract. Endurance sold the consumer an [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 for the approved claims.  Endurance plays no role whatsoever in the approval or denial of claims for this particular contract.  On April 19 the consumer contacted Endurance understandably upset because of a denied claim for vehicle repairs.  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 company on the consumer's behalf to ascertain why the claim was denied and to put forth the best case for the warranty company to approve the claim.  Accordingly, Endurance's customer service rep contacted [redacted].  The repair claim was for leaking seals and gaskets.  According to the consumer's contract, it explicitly states "Leaking and/or failed seals and gaskets by themselves are not covered parts", therefore the claim was denied.  Though the [redacted] contract was administered correctly, in the interest of customer service Endurance cancelled the consumer's policy and issued a full refund.

Justen was very helpful to me He made sure I understood what was happening with my policy and offered me suggestions to help solve my problem. He had an extra special attitude about him that made you want to talk about what ever was happen with you.After talking with him I felt like my problem would be handled with care. I really enjoyed the conversation we had.

I have used Endurnce Extended Warranty for my Camry since just before my Vehicle Warranty expired. Their warranty is excellent, and I have saved lots of money. The cost is very comparative to the others being offered and in fact, more affordable, and give you a payment plan that is very good. I just renewed my extended warranty, as I am nearing the end of the current plan, and got another very good rate. On top of that, their customer service is very friendly and helpful.

I am a new customer at Endurance. Eddie [redacted] was a great help.