Endurance Warranty Services, L.L.C.

I talk to the manager Eddie [redacted] who was great

On April 3, 2015 the consumer contacted Endurance and purchased an Interstate National Dealer Services (INDS) XtraSupreme vehicle service contract for her 2006 Nissan Pathfinder.  Please be advised Endurance is strictly the seller of the vehicle service contract.  Endurance sold the...

consumer an INDS vehicle service contract. INDS is the administrator/obligor of the vehicle service contract which means INDS 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.  On May 27 the consumer contacted Endurance's customer service department understandably upset INDS denied her claim for auto repairs.  Our office, as the seller of the policy, gets involved on numerous occassions 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.  According to INDS the consumer denial was because the breakdown of the consumer's engine was the result of the radiator failing and the radiator is a non-covered part of the contract.  The radiator failed causing severe over heating thus warping of the engine heads.  Although the breakdown was not listed for coverage, in the interest of customer service, Endurance cancelled the consumer's contract and waived the applicable time used as well as waived any cancellation fees and issued the consumer a full refund.

So I truly believe that the dealer I bought my car from was real honest until my car broke down and they didn't cover my issue and tried to charge me 3k for some belts and a thermostat. I called Endurance and talked to a Eddie [redacted] who calmed me down cause I was in tears and assured me he would help me and wow did he ever .. he told me to get my car out of there and don't take it back he refereed me to another shop and low and behold I just needed a belt noting else and it cost me $110.00 installed thx u so much Eddie [redacted] .. I WILL NEVER TRUST A DEALER AGAIN ..

I was helped by Nicole [redacted] and the experience was devine. The young lady was helpful & very professional ( A+ in my book ;-)) She let in on a little know billing factor and saved me bundles this month. Thank You again Nicole!

Worse warranty company ever. Purchase a warranty and every time something goes wrong with my vehicle they always find a way to go oh that's not covered oh that's not covered don't bother wasting your money

Justen was very patient and forthcoming when I proposed my questions about the coverage. When I called I had concerns about the administrator in particular. After our conversation, I feel that Justen and Endurance will work to solve an. y issues that may arise. He worked to make sure I was satisfied with the coverage that I received.

very professional but patient with me when making inquiries about their services. I know at times I asked the same question as before but the agent was very polite in answering it again without frustration :) He was on the phone with me for about 20/25 minutes and kept the same upbeat attitude from beginning to end. I was completely satisfied AND most importantly KNOWDLEDGEABLE of the warranty I was purchasing after he presented all the information to me. sorry I can't remember his name but I rate him 100+, and your agents that I correspond with monthly are 100% plus, also. thank you Endurance, a customer for life.

Initial Business Response /* (1000, 5, 2015/04/17) */
In response to the complaint listed above, we understand this consumer filed a claim for vehicle repairs. In order to avoid having to tear down the transmission to be able to determine the cause of failure, Endurance was able to verify the...

failure via an inspection report. We have contacted the consumer and her claim is moving forward. Endurance will always provide every consumer with excellent customer service.

Nicole did a great job showing patience with me and finding the best plan for my needs. Thanks

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,
Gerardo [redacted]

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]

Endurance's Customer Service Manager spoke to the customer and explained the claim denial.  In the interest of customer service, Endurance cancelled out the policy, issued a refund and is helping the customer find less expensive ways to repair his vehicle.

On Oct 13, 2015 the customer contacted Endurance and purchased an Interstate Xtra Supreme vehicle service contract for his 2007 [redacted] with 107,000 miles on the car.  At the point of sale and during the sale verification process the customer was made aware of the specifics of the...

vehicle service contract.  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 Interstate National Dealer Services (INDS) vehicle service contract. INDS is the administrator/obligor of the vehicle service contract which means INDS 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.  On January 26, 2016 and February 2, 2016 the customer's monthly credit card vehicle service contract payment was declined.  On February 10, 2016, Endurance attempted to contact the customer regarding the payment.  The customer did not answer so the Endurance customer service representative left a voice mail to let customer know if payment was not received the customer's contract was going to cancel for non-payment.  The Endurance representative also emailed the customer. The customer did not respond.  On February 16, 2016, the policy was cancelled for non-payment.  On March 7, the customer called Endurance seeking to reinstate his policy.  The customer was told when his payment posts his policy will be reinstated but there will be a 30 day waiting period attached to his policy to protect against any pre-existing conditions that occurred while the customer policy was cancelled.  INDS will not cover any issues that occurred while the policy was cancelled.  On April 25, the customer contacted Endurance's customer service upset because of a denied claim.  Endurance, as seller of the policy, offered to get involved by calling INDS to asertain why the claim was denied.  According to INDS, the customer's payment posted on March 9.  On April 14, 2016 a repair shop contacted INDS to initiate a claim for engine repairs.  When INDS received the repair order it was dated April 9 and the diagnosis clearly showed that the issue occurred during the waiting period of the reinstated contract so the claim was denied as pre-existing the reinstated coverage.

Stay away from this people! they don't like to give out refund. Every time I contacted them is the same answer "be patient, your refund is coming".... Two weeks have past to refund the money that take them less than a minute to take out of your account. And I still haven't got it

On March 30, 2015 the consumer contacted Endurance and purchased an [redacted]) XtraSupreme vehicle service contract for his 2006 [redacted].  At the point of sale and during the verification process, the consumer was made aware of Endurance's 30-day...

money back guarantee and was also provided with complete coverage details of the vehicle service contract.  The consumer was also provided a hard copy of the vehicle service contract which was sent via [redacted] Critical Mail with delivery confirmation.Please be advised that 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 the claims.  Endurance plays no role whatsoever in the approval or denial of the claims.
On February 12, 2016 the consumer called Endurance's customer service department and said he wanted to cancel because he had a denied claim.  Endurance, 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 denied and to put forth the best case for the warranty company to approve the claim.  [redacted] denied the  claimed for the repair because the claim was already paid by the consumer without prior authorization.
The consumer complained to the Revdex.com on March 9 but according to the consumer, he intended to complain against [redacted] regarding the denial and not Endurance.

contracted a endure and talk to a customer service manager Eddie [redacted]. He was able to help me out. A very friendly and kind person. Thank you

Endurance's customer service has always been very friendly and efficient with handling all of my questions and even helping out with payment arrangements! I will definitely be a life long customer with all of my future vehicles!! Keep up the good work endurance!!

On a follow up phone call, I spoke with Bridget [redacted] who was very helpful, very professional in her phone manners, knowledgeable about your product, and able to provide me with the information I needed in a very timely manner.

Eddie [redacted] was very helpful with my mother's refund on her vehicle

In response to the complaint, Endurance reviewed all of the information attached with this consumer in order to determine a resolution. The customer purchased coverage on her 2006 BMW 325i on 5/5/2015. The customer originally requested a quote back on 3/27/2015 through our website and an Endurance...

agent provided her with all of the complete coverage details via email back in March. When the coverage was officially purchased on 5/5/2015, the consumer was emailed a copy of the coverage again and was also sent the coverage in writing via USPS Critical Mail Delivery which also includes tracking number confirmation. Endurance provides only one version of the contract and the consumer was provided with coverage details prior to purchase as well as the same day of purchase. The contract includes all coverage and exclusions. This consumer filed her first claim on 6/25/2015 and the claim was approved for ignition coils. The consumer filed a second claim on 10/12/2015 and the repair facility informed Endurance that the vehicle's clutch had failed. Most policies will not cover the clutch because it is a wearable item and does not fail but rather wears out over time. The clutch is listed specifically in the exclusions section of the contract and therefore was not covered. The consumer submitted written notice of cancellation to our office on 11/12/2015 and the contract was cancelled per her request. The consumer was provided with a pro-rated refund based on time and mileage usage, less any cancellation fees and claims that were paid out on the contract. Endurance wanted to provide all of the details of this case in the interest of providing great customer service.