I purchased a warranty in December 2019. My car 2014 required a repair in February. Endurance took a long time to approve but paid. I picked up my car on Thursday 2/20/202 and on Saturday 2/22/20 the check engine light went on again. I took the car back to the dealer thinking they just needed to reset the sensor. After a diagnostic, I was told the car's timing belt needed to be replaced as it was worn. After one week of being put on hold for extended the service shop representative contacted the claims department at Endurance. And was told that an adjuster needed to come out to look at the car. On 3/5/2020 an adjuster finally came out to inspect the vehicle. I was told that the adjuster would send the report to the warranty company. On 3/9/2020 I called to ask about the status of the report and was told they were not able to share the information from the report with me. On 3/10/2020, the repair shop told me they asked for service records on the car which were all up to date. On 3/11/2020, I was told that they denied the claim because it was a preexisting condition. There was never any report or diagnosis of this claim.
I have called on 3/11, 3/16, 3/17, 3/24, 4/7 and also emailed on 3/24 and 3/27 to ask for a letter documenting the reason for the denial. I asked that an email be sent. Each time they tell me they are busy and on other calls.
Endurance Warranty Services Response
• May 01, 2020
Please be advised, the consumer's contract has a 30 day and 1000 mile waiting period before claims can be filed thereunder. Any failure that first occurs during or prior to this waiting period is not eligible for coverage.
On 2/10, the consumer's repair facility contacted Endurance to file a claim for repairs. The repair facility reported that the consumer drove the vehicle into the repair facility with an illuminated check engine light, stating that the light had been on for 2 days. The mileage on the vehicle at the time was 628 miles past the end of the waiting period. The repair facility diagnosed a failed fuel pump. As the fuel pump failed suddenly and outside the waiting period, Endurance authorized the claim. Payment was rendered to the repair facility upon completion of the repair.
On 2/27, the consumer's repair facility again contacted Endurance to file a claim. The repair facility reported that on 2/22, the consumer drove the vehicle into the repair facility with an illuminated check engine light. The mileage on the vehicle at the time was 695 miles past the end of the waiting period. The repair facility reported a stretched timing chain, along with a fully extended and stretched tensioner. As part of the normal claims process, Endurance sent an independent third-party inspector to confirm the failures. Upon receipt of the inspection report, it was noted that the timing spec, per the repair facility, was -4 degrees. The consumer's vehicle was at -7.16, an excessive variance. The tensioner was confirmed to be incredibly overextended due to stretched chains. Please be advised, the timing chain will stretch gradually over a long period of time. The tensioner will attempt to account for this stretch by extending until it can no longer keep tension. Unfortunately, this very long term failure first began prior to the end of the waiting period. As such, this pre-existing issue could not be authorized.
Please be advised, Endurance will always assess the contract terms and conditions as written and according to the evidence. When the cause of failure meets contract terms, such as the fuel pump, they may be authorized. When the cause of failure does not meet those terms, such as the timing chain failure in this specific case, they cannot be authorized.
Per the consumer's request, she has been sent a Claim Summary Letter. In addition, per the consumer's request in the complaint, the contract has been cancelled at her request. While this would normally result in a pro-rata refund, Endurance has instead issued a full refund to the consumer. The check was mailed on 5/1 to the consumer's address on file.
Bought this warranty for my 08 acura rdx. What they called a bumper to bumper asked what the mileage was and I asked to double check to make sure my turbo was covered I was insured everything would be covered motor down to the brake calipers. 9 months later I has steam coming out from under hood so I take it to the shop. They check the car out and say cooling hoses have pin wholes in them and a idle pulley is bad and turbo was going out . The shop called claims dept with endurance to get it covered they sent out a inspector and he denied the repair due to the tire size on the car. I called and endurance said I didnt tell them it had different tires on it I told I put the same size on it that was on the car when I bought it. They still denied it no one when I bought the coverage asked anything about tire size.
Please be advised, every Endurance contract has qualifications to ensure that each vehicle is in the correct level of coverage. Prior to any sale, an Endurance verification representative asks a series of questions to each consumer, including "Are there any modifications to the vehicle such as oversized or undersized rims or tires?". In the case of this consumer, a review of the recorded call revealed that he answered that there were not. The contract was activated as normal.
Upon the filing of the consumer's claim, an independent third-party inspector was dispatched to confirm the failures reported by the repair facility. During this inspection, the inspector noticed and photographed the tire size mounted to the vehicle, as well as the placard on the vehicle that specifies stock tire size. As the mounted tires were different from stock and the consumer's contract does not allow for any modification without payment of a modification surcharge at the sale of the contract, the claim could not be authorized.
The consumer subsequently cancelled his contract. While this would normally result in a pro-rata refund due to the inaccurate information provided upon contract sale, Endurance does not believe that this was intentional misinformation. As such, Endurance will be providing a full refund to the consumer. The refund will be sent out on 4/28 to the consumer's address on file.
I purchased a extended auto warranty with this company and there was a part that needed to be fixed on my vehicle that they said that is not covered with in my contract. In my policy it says "transmission and all internal lubricant parts". The part that needs to be fixed on my vehicle is an internal part(inside the transmission) and I'm not understanding how it could not be covered as the contract does not specify all the parts that are internal parts. And the contract is says transmission and all lubricated parts and including...which it then names other parts that are included within the transmission. If there is a internal lubricated part that needs to be fixed on my vehicle I'm not understanding why my vehicle cannot be fixed seeing how the part that needs to be fixed is internal. At this time I have not made February 2020 payment as I feel that the contract is misleading because they do not want to fix the transmission
At this time, the consumer's contract and claim are under review by Management. An Endurance agent will be reaching out to the consumer by phone the morning of 4/28.
This company is a joke if you have any issues with payments and need to cancel. I paid for the policy for over a year, and when I had payment issues I attempted to cancel and get a refund since I had never made a claim. I was informed it would be cancelled and attempted calling a couple months later to inquire about my refund since I had moved and it had slipped my mind, and was told it was not cancelled by me but was cancelled for non payment so I was not entitled to a refund. This is completely incorrect and they took my money for all those months and did not pay anything out on the vehicle or back to me.
On 7/23/18, the consumer contacted Endurance and purchased a Platinum Plus vehicle service contract, administered by United Car Care.
On 2/6/19, after the consumer's payment account was overdue, Endurance contacted the consumer, who stated that he would make the overdue payment the following week. The payment was made on 2/21/19.
Over the next several months, Endurance made multiple attempts to contact the consumer in regards to his overdue account, leaving voicemails on 5/24/19, 6/3/19, 6/25/19, 7/3/19, 7/18/19 and 7/25/19, sending emails on those days as well. Endurance additional left voicemails, sent emails, and sent text messages in regards to the overdue account on 8/27/19, 9/4/19, 9/11/19, and 9/17/19. Endurance received no contact from the customer during this time.
On 9/26/19, after several months of attempting to reach the consumer, the contract was cancelled due to non-payment. The consumer was sent a letter, a text message, and an email about the cancellation, advising that the account can be reinstated within 30 days and is ineligible after that period.
On 9/27/19, the consumer contacted Endurance and requested reinstatement of the contract. Endurance collected overdue payments, deferring one to allow reinstatement of the contract. Endurance informed the consumer that the next payment was due on 10/23/19.
On 10/29/19, after the account was again overdue, Endurance attempted to contact the consumer, leaving a voicemail and sending an email. Endurance made the same attempt on 11/7/19, again leaving a voicemail and sending an email and text message.
On 11/26/19, the account again cancelled due to non-payment. Endurance attempted to contact the consumer, leaving a voicemail and advising that the account can be reinstated within 30 days.
Endurance attempted to contact the consumer in regards to reinstatement on 12/2/19 and 12/20/19, leaving voicemails, sending emails, and sending text messages each time.
On 3/30/20, the consumer contacted Endurance to reinstate the account. As it had been 5 months since the cancellation for non-payment and 7 months since a payment had been made on the account, it was beyond the 30 day reinstatement period and the account was ineligible for reinstatement.
Please note, a search of call and activity history did not locate any time at which the consumer requested cancellation. Endurance received no phone call in regards to cancellation, nor did Endurance receive any letter requesting such. The only contact that Endurance had with the consumer after the initial sale was in regards to the overdue account and two subsequent cancellations due to non-payment.
Per the consumer's contract, page 14, "In the event YOUR CONTRACT is cancelled for non-payment, no refund will be due." As the consumer's contract cancelled for non-payment, no refund would normally be due.
In the interest of customer service, Endurance will agree to send the consumer a check for the final monthly payment that was made on 9/27/19. The check will be sent out on 4/20/20 to the consumer's address on file.
I purchased a vehicle warranty from Endurance for a pre-owned 2013 BMW 528i. My BMW service technician recommended that I purchase an aftermarket warranty due to possible timing chain issues with this model. Before my warranty purchase the Endurance Warranty sales representative assured me that all components of the timing chain assembly were covered including the timing chain guide rail which is classified as a timing chain retainer.
The timing chain guide rail failed on my vehicle at 147,156 miles which was over two years after I purchased the warranty. The Endurance claims adjuster stated that the guide rail failure was "normal wear and tear' and my claim was not approved. Endurance never contacted me. Endurance refuse to give me a claim number or an official written denial with an explanation. Mr. John Migely, Jr. assured me he would do his best to review my claim. My call was never returned and Mr. Migely did not answer any of my requests.
BMW has not designated the timing chain guide rail on this model engine as a "life-limited" component. BMW has not established a replacement interval for the timing chain guide rail. If this failure was due to normal wear and tear then all of these engines would be expected to fail under 150,000 miles. This is not true as many of these engines have much greater mileage with no timing chain issues. I would like for Endurance Warranty to perform as they advertised and pay the claim for my timing chain repair.
Endurance Warranty Services Response
• May 11, 2020
On 10/18/19, a representative from the consumer's repair facility contacted Endurance's claims department to file a claim for repairs. The repair facility reported that the timing chain guide rails have come apart. In addition, the repair facility reported that a piece of plastic from the guide was sucked into the oil pump. As part of the normal claims process, an independent, third-party inspector was sent to confirm the vehicle's status, as well as the failures reported by the repair facility.
Upon receipt of the inspection report, it was shown that the timing chain guide deteriorated until it came apart. As this long-term deterioration is not eligible, the claim was declined. Per the consumer's contract, page 2, "Breakdown refers to the Breakdown of a defective part or faulty workmanship as supplied by the Manufacturer or Dealer, but does not include gradual reduction in operating performance due to wear or tear or damage resulting from BREAKDOWN of non-covered parts."
As the guide failure was due to wear and tear, the claim could not be covered. Please note, in addition to a failure due to wear and tear, the timing chain guide is not listed for coverage in the consumer's contract and is not eligible as a cause of failure.
Endurance understands the consumer's confusion in regards to the phrase "wear and tear", as some repair facilities refer to maintenance items as "wear and tear" items. An item that has to be replaced at a certain interval is simply an item that is due for maintenance. "Wear and tear" as defined by the contract is a type of failure and not a classification of an item. A part may become worn out regardless of any maintenance that may be performed on it. Once this part has become so worn due to simple operation of the vehicle that it comes apart, rather than a sudden catastrophic failure, the cause of failure would be wear and tear. While some Endurance contracts do list wear and tear as an eligible cause of failure, the consumer's contract unfortunately does not.
Shortly after the claim, an Account Manager, Johnny, spoke to the consumer in regards to the claim. He informed the consumer that, if the repair facility was able to provide evidence that this was not a wear and tear failure on a non-listed component, that the claims department would review the new information. The consumer also mentioned possibly selling the vehicle and whether or not the contract was transferable, which which the Account Manager offered to assist.
On 4/28/20, the Account Manager contacted the consumer for an update and to offer assistance, but was unable to reach the consumer.
At this time, the consumer's contract is active and eligible for future claims. If the consumer wishes to reach his Account Manager, Johnny, he may do so at 833-760-0386.
Endurance Warranty Services Response
• May 18, 2020
Unfortunately, the failed component, the timing chain guide, is not listed for coverage. Despite the consumer's exchange of the word "guide" for "retainer", the timing chain guide is not eligible. Please be advised, that the cause of failure, as described on the previous response, is wear and tear. Wear and tear as a specific cause of failure is not eligible on the consumer's contract.
Per the consumer's contract, page 2, "Breakdown refers to the Breakdown of a defective part or faulty workmanship as supplied by the Manufacturer or Dealer, but does not include gradual reduction in operating performance due to wear or tear or damage resulting from BREAKDOWN of non-covered parts."
Previously, the consumer's account manager informed the consumer that, if the repair facility was able to provide evidence that this was not a wear and tear failure on a non-listed component, the claims department would review the new information. To date, no new evidence has been provided. On 4/28, the account manager called the consumer at the phone number listed on the consumer's complaint and received no answer.At this time, the consumer's contract is active and eligible for future claims. If the consumer wishes to reach his Account Manager, Johnny, he may do so at 833-760-0386. If the consumer's repair facility has any evidence regarding the claim as described above, they may contact the Claims department at 877-414-0134.
Customer Response
• May 19, 2020
Complaint: ***
I am rejecting this response because:
Endurance management simply does not understand the nature of my complaint. Endurance still thinks this is about contract language. Contract language disputes are addressed during arbitration. The arbitration process is defined in my contract. We are not even close to arbitration. I still have a problem getting Endurance to talk to me.I DO NOT EXPECT ENDURANCE TO CHANGE THEIR MIND ABOUT THE WAY THEY ARE APPROACHING MY COMPLAINT. To them I am just another disgruntled CONSUMER who is angry about a broken down vehicle.To address the first sentence above, this component is not a “timing chain guide.” It is a “timing chain guide rail.” Endurance needs to get the language correct. I am the CONSUMER that they are referring to. I did not exchange the word “guide” for “retainer.” The Endurance Sales Representative that sold me this warranty interpreted the language in the contract to cover the “timing chain guide rail” as a “retainer.” I WOULD HAVE LOOKED FOR ANOTHER WARRANTY FROM ANOTHER COMPANY IF HE HAD SAID OTHERWISE. It appears that Endurance Sales Representatives will say what is needed to make a sale.THE SALES TEAM IS NOT TRAINED WELL. THE SALES TEAM DOES NOT UNDERSTAND THE PRODUCTS THEY ARE SELLING. The anonymous Endurance management representative above is perfectly satisfied with their sales force making statements to CONSUMERS that are not true.Endurance management is perfectly satisfied with ignoring CONSUMERS who make reasonable requests for information about a claim. I have concluded that this is standard operating procedure for them. The ONLY reason why I am communicating with this company right now is because of this Revdex.com complaint. It seems as though I have gained their attention.The statement above about the telephone call on 4/28 is not true. In other words, it is a lie. IT IS THEIR WORD AGAINST MINE. I am calling them out on it. I challenge them to prove that the call was made to a telephone number on my contract. They have yet to list the actual number that was called.I refuse to make my request over and over again. I have made a reasonable request. I have made it clear what I expect of a reputable company. Endurance claims to be the best.SEND ME A WRITTEN STATEMENT ON COMPANY LETTERHEAD THAT INDICATES WHETHER MY CLAIM IS ACCEPTED OR DENIED. IF IT IS DENIED, THEN WRITE A CLEAR REASON FOR THAT DENIAL.I seem to remember Mr. Migely stating that Endurance doesn’t give out background information about claims. The anonymous management representative above may or may not be referring to Mr. Migely as my account manager. I don’t know anyone at Endurance named “Johnny.” The Endurance method of stalling, diverting, and ignoring is another technique that essentially renders the arbitration process impossible.
Called and told them what was wrong about not receiving my emails she asked my information and got all of the three emails send out while we’re on the phone within 2 minutes
Chelsea got right on my problem and was very helpful. My questions were answered right away. There had been some missed communications earlier but all of my questions were answered quickly and professionally.
I called to change my credit card, and the customer service person was professional, and knowledgeable. She spoke clearly, which is not always the case with many customers service people I have dealt with. Good job!
Robert M
March 23
Our vehicle was determined by the dealer to have faulty piston rings that allowed oil past the rings and into the spark plugs. This caused the plug to be fouled and cause our vehicle to create a check engine code. Endurance schedules an inspector to visit my vehicle.
March 27
Dealer contacted me, not Endurance, to let me know my claim was being denied. Endurance states the problem was caused by an "oil consumption" issue and not the piston rings. I contact Endurance and go back and forth with the rep stating the dealer's conclusion of the piston rings caused my loss of oil as there was oil in the spark plugs. I ask if I can speak to someone further to appeal and am told I cannot appeal and it must be done by the dealer. After contacting the dealer to ask if they can make an appeal, I contacted Endurance again and asked for the report of the inspection that Endurance ordered. I am told this cannot be provided and that everything I need for the denial is "all in the contract."
March 31
Dealer contacted me to let me know the appeal is being denied. Endurance has made a pattern at this point to not contact me about a claim for a service I paid for. I approved the dealer to go ahead and make the repairs while I continued to try and get my claim reimbursed.
Per my contact, piston rings are covered, but Endurance is using the clause in the contract that "oil consumption" will be denied. The dealer is stating my issue is NOT oil consumption, but a piston ring issue. Per the dealer, "your piston rings are bad and allowed the oil past them". Endurance refuses to acknowledge the dealer findings and will not provide any documentation for their claim denial. I agree with Endurance when they say the dealer reported no oil on the dipstick. This is why they are denying the claim...even though the dealer has told them why the oil wouldn't register based on the piston rings allowing oil to bypass the engine.
Please be advised, no worn rings were demonstrated to the inspector during the inspection of the consumer's vehicle. As all cylinders move the same number of times during engine operation, any wearing of rings would be seen on all cylinders. Again, no worn ring(s) were demonstrated. Oil fouling was found on the #1 spark plug and the walls of cylinder #1, with oil wetness on the piston face, indicative only of oil consumption. The oil level in the vehicle barely registered on the tip of the dipstick. As no oil leaks were noted and all signs seen were indicative of oil consumption, the missing oil is being consumed in the engine. Unfortunately, repairs for the purposes of correcting oil consumption are not eligible under the contract.
Subsequent to the declined repairs, the consumer contacted Endurance to dispute the claim findings. The consumer was advised of the reasoning for the declined repair and informed that, if the repair facility was able to provide any new evidence, to present it to the claims department immediately. The consumer's repair facility contacted Endurance but had no new evidence nor any findings to suggest a failure other than oil consumption.
At this time, the contract is active and eligible for future claims. If the consumer wishes to cancel, Endurance will expedite his refund in the interest of customer service. The consumer may contact Endurance at ***.
Customer Response
• Apr 30, 2020
Revdex.com:
Endurance has provide a pro rated refund per my 2nd preferred solution. I would like to note there is still incorrect information in their findings. The response made in their reply to my complaint includes "As all cylinders move the same number of times during engine operation, any wearing of rings would be seen on all cylinders". Many newer vehicles, including my Honda Pilot uses technologies to turn off some cylinders to improve fuel efficiency (Honda uses the term VCM, or Variable Cylinder Management). So there is reason to believe that just some piston rings will go bad, which is what the dealer repair concluded. A quick Google search shows Honda seems to have many problems with their VCM technology. The problem is common enough that including extending the warranty for some model years to specifically cover piston rings.
All that being said, I will accept Endurance's response of providing a refund.
Save your money.. Endurance will try and deny your claim for anything and everything. I first contacted a guy by the name of Jordan G, who acted like my best friend and was going to fix everything. After several weeks of promises, he stopped answering my emails and wouldn't return my calls. The whole issues was my mileage that someone changed in the system now showed my contract was expired Mean while my coveres repair and my mileage did not get taken care of. Even though I sent a copy of my contract, pic of my mileage and repair estimate with mileage from dealership. Finally as a last desperate resort I called and a Ms *** answered from Endurance. She was a rock star, she needs to be running that place. I sent her all my docs while on the phone and she kept pushing the issue. Low and behold my dealership called and said they got the approval to do the repairs. She was heaven sent. They need to fire everyone else and have her run the business. Ms *** was amazing
I will start by saying that as a first time car buyer, it is EXTREMELY easy for people like me to get caught up in buying things I do not need. I called this company after receiving calls all week about extended warranty. After receiving a letter in the mail, which looked totally legit. I honestly thought I was in some type of trouble even though I already pay for car insurance! While on the phone with Vanessa Mendoza she started explaining the rates and in my head I’m like.. I already pay car insurance every month why do I need this? So I asked her if this was something I need LEGALLY or is this something SHE thinks I should have. She went around the question and ended up charging me even though I expressed to her I wasn’t sure, and I was very confused. She told me I HAD to have it. After I told her I didn’t want it she gave me the information to get my money back. This is where things get bad. I spent 45 minutes to an hr trying to get my deposit back. Everyone just kept trying to talk me into keeping the coverage when I repeatedly expressed I didn’t want it. I spoke with account manager by the name of Vesh. He told me I was getting the best deal and that I am in DENIAL, then he proceeds to bash me for giving my card info. He made me feel incredibly stupid for not knowing about extended warranty. After an hour passes of him essentially taunting me, I finally receive my refund. By the end of it all I was mentally exhausted. I will never consider Endurance if I should ever decide to get an extended warranty, I do not recommend.
I purchased a warranty in December 2019. My car 2014 required a repair in February. Endurance took a long time to approve but paid. I picked up my car on Thursday 2/20/202 and on Saturday 2/22/20 the check engine light went on again. I took the car back to the dealer thinking they just needed to reset the sensor. After a diagnostic, I was told the car's timing belt needed to be replaced as it was worn. After one week of being put on hold for extended the service shop representative contacted the claims department at Endurance. And was told that an adjuster needed to come out to look at the car. On 3/5/2020 an adjuster finally came out to inspect the vehicle. I was told that the adjuster would send the report to the warranty company. On 3/9/2020 I called to ask about the status of the report and was told they were not able to share the information from the report with me. On 3/10/2020, the repair shop told me they asked for service records on the car which were all up to date. On 3/11/2020, I was told that they denied the claim because it was a preexisting condition. There was never any report or diagnosis of this claim.
I have called on 3/11, 3/16, 3/17, 3/24, 4/7 and also emailed on 3/24 and 3/27 to ask for a letter documenting the reason for the denial. I asked that an email be sent. Each time they tell me they are busy and on other calls.
Please be advised, the consumer's contract has a 30 day and 1000 mile waiting period before claims can be filed thereunder. Any failure that first occurs during or prior to this waiting period is not eligible for coverage.
On 2/10, the consumer's repair facility contacted Endurance to file a claim for repairs. The repair facility reported that the consumer drove the vehicle into the repair facility with an illuminated check engine light, stating that the light had been on for 2 days. The mileage on the vehicle at the time was 628 miles past the end of the waiting period. The repair facility diagnosed a failed fuel pump. As the fuel pump failed suddenly and outside the waiting period, Endurance authorized the claim. Payment was rendered to the repair facility upon completion of the repair.
On 2/27, the consumer's repair facility again contacted Endurance to file a claim. The repair facility reported that on 2/22, the consumer drove the vehicle into the repair facility with an illuminated check engine light. The mileage on the vehicle at the time was 695 miles past the end of the waiting period. The repair facility reported a stretched timing chain, along with a fully extended and stretched tensioner. As part of the normal claims process, Endurance sent an independent third-party inspector to confirm the failures. Upon receipt of the inspection report, it was noted that the timing spec, per the repair facility, was -4 degrees. The consumer's vehicle was at -7.16, an excessive variance. The tensioner was confirmed to be incredibly overextended due to stretched chains. Please be advised, the timing chain will stretch gradually over a long period of time. The tensioner will attempt to account for this stretch by extending until it can no longer keep tension. Unfortunately, this very long term failure first began prior to the end of the waiting period. As such, this pre-existing issue could not be authorized.
Please be advised, Endurance will always assess the contract terms and conditions as written and according to the evidence. When the cause of failure meets contract terms, such as the fuel pump, they may be authorized. When the cause of failure does not meet those terms, such as the timing chain failure in this specific case, they cannot be authorized.
Per the consumer's request, she has been sent a Claim Summary Letter. In addition, per the consumer's request in the complaint, the contract has been cancelled at her request. While this would normally result in a pro-rata refund, Endurance has instead issued a full refund to the consumer. The check was mailed on 5/1 to the consumer's address on file.
Bought this warranty for my 08 acura rdx. What they called a bumper to bumper asked what the mileage was and I asked to double check to make sure my turbo was covered I was insured everything would be covered motor down to the brake calipers. 9 months later I has steam coming out from under hood so I take it to the shop. They check the car out and say cooling hoses have pin wholes in them and a idle pulley is bad and turbo was going out . The shop called claims dept with endurance to get it covered they sent out a inspector and he denied the repair due to the tire size on the car. I called and endurance said I didnt tell them it had different tires on it I told I put the same size on it that was on the car when I bought it. They still denied it no one when I bought the coverage asked anything about tire size.
Please be advised, every Endurance contract has qualifications to ensure that each vehicle is in the correct level of coverage. Prior to any sale, an Endurance verification representative asks a series of questions to each consumer, including "Are there any modifications to the vehicle such as oversized or undersized rims or tires?". In the case of this consumer, a review of the recorded call revealed that he answered that there were not. The contract was activated as normal.
Upon the filing of the consumer's claim, an independent third-party inspector was dispatched to confirm the failures reported by the repair facility. During this inspection, the inspector noticed and photographed the tire size mounted to the vehicle, as well as the placard on the vehicle that specifies stock tire size. As the mounted tires were different from stock and the consumer's contract does not allow for any modification without payment of a modification surcharge at the sale of the contract, the claim could not be authorized.
The consumer subsequently cancelled his contract. While this would normally result in a pro-rata refund due to the inaccurate information provided upon contract sale, Endurance does not believe that this was intentional misinformation. As such, Endurance will be providing a full refund to the consumer. The refund will be sent out on 4/28 to the consumer's address on file.
I purchased a extended auto warranty with this company and there was a part that needed to be fixed on my vehicle that they said that is not covered with in my contract. In my policy it says "transmission and all internal lubricant parts". The part that needs to be fixed on my vehicle is an internal part(inside the transmission) and I'm not understanding how it could not be covered as the contract does not specify all the parts that are internal parts. And the contract is says transmission and all lubricated parts and including...which it then names other parts that are included within the transmission. If there is a internal lubricated part that needs to be fixed on my vehicle I'm not understanding why my vehicle cannot be fixed seeing how the part that needs to be fixed is internal. At this time I have not made February 2020 payment as I feel that the contract is misleading because they do not want to fix the transmission
At this time, the consumer's contract and claim are under review by Management. An Endurance agent will be reaching out to the consumer by phone the morning of 4/28.
This company is a joke if you have any issues with payments and need to cancel. I paid for the policy for over a year, and when I had payment issues I attempted to cancel and get a refund since I had never made a claim. I was informed it would be cancelled and attempted calling a couple months later to inquire about my refund since I had moved and it had slipped my mind, and was told it was not cancelled by me but was cancelled for non payment so I was not entitled to a refund. This is completely incorrect and they took my money for all those months and did not pay anything out on the vehicle or back to me.
On 7/23/18, the consumer contacted Endurance and purchased a Platinum Plus vehicle service contract, administered by United Car Care.
On 2/6/19, after the consumer's payment account was overdue, Endurance contacted the consumer, who stated that he would make the overdue payment the following week. The payment was made on 2/21/19.
Over the next several months, Endurance made multiple attempts to contact the consumer in regards to his overdue account, leaving voicemails on 5/24/19, 6/3/19, 6/25/19, 7/3/19, 7/18/19 and 7/25/19, sending emails on those days as well. Endurance additional left voicemails, sent emails, and sent text messages in regards to the overdue account on 8/27/19, 9/4/19, 9/11/19, and 9/17/19. Endurance received no contact from the customer during this time.
On 9/26/19, after several months of attempting to reach the consumer, the contract was cancelled due to non-payment. The consumer was sent a letter, a text message, and an email about the cancellation, advising that the account can be reinstated within 30 days and is ineligible after that period.
On 9/27/19, the consumer contacted Endurance and requested reinstatement of the contract. Endurance collected overdue payments, deferring one to allow reinstatement of the contract. Endurance informed the consumer that the next payment was due on 10/23/19.
On 10/29/19, after the account was again overdue, Endurance attempted to contact the consumer, leaving a voicemail and sending an email. Endurance made the same attempt on 11/7/19, again leaving a voicemail and sending an email and text message.
On 11/26/19, the account again cancelled due to non-payment. Endurance attempted to contact the consumer, leaving a voicemail and advising that the account can be reinstated within 30 days.
Endurance attempted to contact the consumer in regards to reinstatement on 12/2/19 and 12/20/19, leaving voicemails, sending emails, and sending text messages each time.
On 3/30/20, the consumer contacted Endurance to reinstate the account. As it had been 5 months since the cancellation for non-payment and 7 months since a payment had been made on the account, it was beyond the 30 day reinstatement period and the account was ineligible for reinstatement.
Please note, a search of call and activity history did not locate any time at which the consumer requested cancellation. Endurance received no phone call in regards to cancellation, nor did Endurance receive any letter requesting such. The only contact that Endurance had with the consumer after the initial sale was in regards to the overdue account and two subsequent cancellations due to non-payment.
Per the consumer's contract, page 14, "In the event YOUR CONTRACT is cancelled for non-payment, no refund will be due." As the consumer's contract cancelled for non-payment, no refund would normally be due.
In the interest of customer service, Endurance will agree to send the consumer a check for the final monthly payment that was made on 9/27/19. The check will be sent out on 4/20/20 to the consumer's address on file.
I purchased a vehicle warranty from Endurance for a pre-owned 2013 BMW 528i. My BMW service technician recommended that I purchase an aftermarket warranty due to possible timing chain issues with this model. Before my warranty purchase the Endurance Warranty sales representative assured me that all components of the timing chain assembly were covered including the timing chain guide rail which is classified as a timing chain retainer.
The timing chain guide rail failed on my vehicle at 147,156 miles which was over two years after I purchased the warranty. The Endurance claims adjuster stated that the guide rail failure was "normal wear and tear' and my claim was not approved. Endurance never contacted me. Endurance refuse to give me a claim number or an official written denial with an explanation. Mr. John Migely, Jr. assured me he would do his best to review my claim. My call was never returned and Mr. Migely did not answer any of my requests.
BMW has not designated the timing chain guide rail on this model engine as a "life-limited" component. BMW has not established a replacement interval for the timing chain guide rail. If this failure was due to normal wear and tear then all of these engines would be expected to fail under 150,000 miles. This is not true as many of these engines have much greater mileage with no timing chain issues. I would like for Endurance Warranty to perform as they advertised and pay the claim for my timing chain repair.
On 10/18/19, a representative from the consumer's repair facility contacted Endurance's claims department to file a claim for repairs. The repair facility reported that the timing chain guide rails have come apart. In addition, the repair facility reported that a piece of plastic from the guide was sucked into the oil pump. As part of the normal claims process, an independent, third-party inspector was sent to confirm the vehicle's status, as well as the failures reported by the repair facility.
Upon receipt of the inspection report, it was shown that the timing chain guide deteriorated until it came apart. As this long-term deterioration is not eligible, the claim was declined. Per the consumer's contract, page 2, "Breakdown refers to the Breakdown of a defective part or faulty workmanship as supplied by the Manufacturer or Dealer, but does not include gradual reduction in operating performance due to wear or tear or damage resulting from BREAKDOWN of non-covered parts."
As the guide failure was due to wear and tear, the claim could not be covered. Please note, in addition to a failure due to wear and tear, the timing chain guide is not listed for coverage in the consumer's contract and is not eligible as a cause of failure.
Endurance understands the consumer's confusion in regards to the phrase "wear and tear", as some repair facilities refer to maintenance items as "wear and tear" items. An item that has to be replaced at a certain interval is simply an item that is due for maintenance. "Wear and tear" as defined by the contract is a type of failure and not a classification of an item. A part may become worn out regardless of any maintenance that may be performed on it. Once this part has become so worn due to simple operation of the vehicle that it comes apart, rather than a sudden catastrophic failure, the cause of failure would be wear and tear. While some Endurance contracts do list wear and tear as an eligible cause of failure, the consumer's contract unfortunately does not.
Shortly after the claim, an Account Manager, Johnny, spoke to the consumer in regards to the claim. He informed the consumer that, if the repair facility was able to provide evidence that this was not a wear and tear failure on a non-listed component, that the claims department would review the new information. The consumer also mentioned possibly selling the vehicle and whether or not the contract was transferable, which which the Account Manager offered to assist.
On 4/28/20, the Account Manager contacted the consumer for an update and to offer assistance, but was unable to reach the consumer.
At this time, the consumer's contract is active and eligible for future claims. If the consumer wishes to reach his Account Manager, Johnny, he may do so at 833-760-0386.
Unfortunately, the failed component, the timing chain guide, is not listed for coverage. Despite the consumer's exchange of the word "guide" for "retainer", the timing chain guide is not eligible. Please be advised, that the cause of failure, as described on the previous response, is wear and tear. Wear and tear as a specific cause of failure is not eligible on the consumer's contract.
Per the consumer's contract, page 2, "Breakdown refers to the Breakdown of a defective part or faulty workmanship as supplied by the Manufacturer or Dealer, but does not include gradual reduction in operating performance due to wear or tear or damage resulting from BREAKDOWN of non-covered parts."
Previously, the consumer's account manager informed the consumer that, if the repair facility was able to provide evidence that this was not a wear and tear failure on a non-listed component, the claims department would review the new information. To date, no new evidence has been provided. On 4/28, the account manager called the consumer at the phone number listed on the consumer's complaint and received no answer.At this time, the consumer's contract is active and eligible for future claims. If the consumer wishes to reach his Account Manager, Johnny, he may do so at 833-760-0386. If the consumer's repair facility has any evidence regarding the claim as described above, they may contact the Claims department at 877-414-0134.
Complaint: ***
I am rejecting this response because:
Endurance management simply does not understand the nature of my complaint. Endurance still thinks this is about contract language. Contract language disputes are addressed during arbitration. The arbitration process is defined in my contract. We are not even close to arbitration. I still have a problem getting Endurance to talk to me.I DO NOT EXPECT ENDURANCE TO CHANGE THEIR MIND ABOUT THE WAY THEY ARE APPROACHING MY COMPLAINT. To them I am just another disgruntled CONSUMER who is angry about a broken down vehicle.To address the first sentence above, this component is not a “timing chain guide.” It is a “timing chain guide rail.” Endurance needs to get the language correct. I am the CONSUMER that they are referring to. I did not exchange the word “guide” for “retainer.” The Endurance Sales Representative that sold me this warranty interpreted the language in the contract to cover the “timing chain guide rail” as a “retainer.” I WOULD HAVE LOOKED FOR ANOTHER WARRANTY FROM ANOTHER COMPANY IF HE HAD SAID OTHERWISE. It appears that Endurance Sales Representatives will say what is needed to make a sale.THE SALES TEAM IS NOT TRAINED WELL. THE SALES TEAM DOES NOT UNDERSTAND THE PRODUCTS THEY ARE SELLING. The anonymous Endurance management representative above is perfectly satisfied with their sales force making statements to CONSUMERS that are not true.Endurance management is perfectly satisfied with ignoring CONSUMERS who make reasonable requests for information about a claim. I have concluded that this is standard operating procedure for them. The ONLY reason why I am communicating with this company right now is because of this Revdex.com complaint. It seems as though I have gained their attention.The statement above about the telephone call on 4/28 is not true. In other words, it is a lie. IT IS THEIR WORD AGAINST MINE. I am calling them out on it. I challenge them to prove that the call was made to a telephone number on my contract. They have yet to list the actual number that was called.I refuse to make my request over and over again. I have made a reasonable request. I have made it clear what I expect of a reputable company. Endurance claims to be the best.SEND ME A WRITTEN STATEMENT ON COMPANY LETTERHEAD THAT INDICATES WHETHER MY CLAIM IS ACCEPTED OR DENIED. IF IT IS DENIED, THEN WRITE A CLEAR REASON FOR THAT DENIAL.I seem to remember Mr. Migely stating that Endurance doesn’t give out background information about claims. The anonymous management representative above may or may not be referring to Mr. Migely as my account manager. I don’t know anyone at Endurance named “Johnny.” The Endurance method of stalling, diverting, and ignoring is another technique that essentially renders the arbitration process impossible.
Respectfully,
Richard M. ***
Sincerely,
Richard
Called and told them what was wrong about not receiving my emails she asked my information and got all of the three emails send out while we’re on the phone within 2 minutes
Vernetta was exceptional. Understood my situation and helped explain my concerns. Highly recommend Endurance.
Chelsea was very helpful and caring
Good customer service 5 star
Chelsea got right on my problem and was very helpful. My questions were answered right away. There had been some missed communications earlier but all of my questions were answered quickly and professionally.
Quick easy process to update my information! I immediately received email and text confirmation of the changes.
The customer service was great. Highly satisfied. Would call again.
I called to change my credit card, and the customer service person was professional, and knowledgeable. She spoke clearly, which is not always the case with many customers service people I have dealt with. Good job!
Robert M
Sales rep Tabirha, was courteous, helpful and knowledgeable. Very satisfied with information provided.
March 23
Our vehicle was determined by the dealer to have faulty piston rings that allowed oil past the rings and into the spark plugs. This caused the plug to be fouled and cause our vehicle to create a check engine code. Endurance schedules an inspector to visit my vehicle.
March 27
Dealer contacted me, not Endurance, to let me know my claim was being denied. Endurance states the problem was caused by an "oil consumption" issue and not the piston rings. I contact Endurance and go back and forth with the rep stating the dealer's conclusion of the piston rings caused my loss of oil as there was oil in the spark plugs. I ask if I can speak to someone further to appeal and am told I cannot appeal and it must be done by the dealer. After contacting the dealer to ask if they can make an appeal, I contacted Endurance again and asked for the report of the inspection that Endurance ordered. I am told this cannot be provided and that everything I need for the denial is "all in the contract."
March 31
Dealer contacted me to let me know the appeal is being denied. Endurance has made a pattern at this point to not contact me about a claim for a service I paid for. I approved the dealer to go ahead and make the repairs while I continued to try and get my claim reimbursed.
Per my contact, piston rings are covered, but Endurance is using the clause in the contract that "oil consumption" will be denied. The dealer is stating my issue is NOT oil consumption, but a piston ring issue. Per the dealer, "your piston rings are bad and allowed the oil past them". Endurance refuses to acknowledge the dealer findings and will not provide any documentation for their claim denial. I agree with Endurance when they say the dealer reported no oil on the dipstick. This is why they are denying the claim...even though the dealer has told them why the oil wouldn't register based on the piston rings allowing oil to bypass the engine.
Please be advised, no worn rings were demonstrated to the inspector during the inspection of the consumer's vehicle. As all cylinders move the same number of times during engine operation, any wearing of rings would be seen on all cylinders. Again, no worn ring(s) were demonstrated. Oil fouling was found on the #1 spark plug and the walls of cylinder #1, with oil wetness on the piston face, indicative only of oil consumption. The oil level in the vehicle barely registered on the tip of the dipstick. As no oil leaks were noted and all signs seen were indicative of oil consumption, the missing oil is being consumed in the engine. Unfortunately, repairs for the purposes of correcting oil consumption are not eligible under the contract.
Subsequent to the declined repairs, the consumer contacted Endurance to dispute the claim findings. The consumer was advised of the reasoning for the declined repair and informed that, if the repair facility was able to provide any new evidence, to present it to the claims department immediately. The consumer's repair facility contacted Endurance but had no new evidence nor any findings to suggest a failure other than oil consumption.
At this time, the contract is active and eligible for future claims. If the consumer wishes to cancel, Endurance will expedite his refund in the interest of customer service. The consumer may contact Endurance at ***.
Revdex.com:
Endurance has provide a pro rated refund per my 2nd preferred solution. I would like to note there is still incorrect information in their findings. The response made in their reply to my complaint includes "As all cylinders move the same number of times during engine operation, any wearing of rings would be seen on all cylinders". Many newer vehicles, including my Honda Pilot uses technologies to turn off some cylinders to improve fuel efficiency (Honda uses the term VCM, or Variable Cylinder Management). So there is reason to believe that just some piston rings will go bad, which is what the dealer repair concluded. A quick Google search shows Honda seems to have many problems with their VCM technology. The problem is common enough that including extending the warranty for some model years to specifically cover piston rings.
All that being said, I will accept Endurance's response of providing a refund.
Sincerely,
Jason H
Save your money.. Endurance will try and deny your claim for anything and everything. I first contacted a guy by the name of Jordan G, who acted like my best friend and was going to fix everything. After several weeks of promises, he stopped answering my emails and wouldn't return my calls. The whole issues was my mileage that someone changed in the system now showed my contract was expired Mean while my coveres repair and my mileage did not get taken care of. Even though I sent a copy of my contract, pic of my mileage and repair estimate with mileage from dealership. Finally as a last desperate resort I called and a Ms *** answered from Endurance. She was a rock star, she needs to be running that place. I sent her all my docs while on the phone and she kept pushing the issue. Low and behold my dealership called and said they got the approval to do the repairs. She was heaven sent. They need to fire everyone else and have her run the business. Ms *** was amazing
Your customer service was beyond reproach! It is always nice doing business with Endurance.
All I have to say is good job and thanks
I will start by saying that as a first time car buyer, it is EXTREMELY easy for people like me to get caught up in buying things I do not need. I called this company after receiving calls all week about extended warranty. After receiving a letter in the mail, which looked totally legit. I honestly thought I was in some type of trouble even though I already pay for car insurance! While on the phone with Vanessa Mendoza she started explaining the rates and in my head I’m like.. I already pay car insurance every month why do I need this? So I asked her if this was something I need LEGALLY or is this something SHE thinks I should have. She went around the question and ended up charging me even though I expressed to her I wasn’t sure, and I was very confused. She told me I HAD to have it. After I told her I didn’t want it she gave me the information to get my money back. This is where things get bad. I spent 45 minutes to an hr trying to get my deposit back. Everyone just kept trying to talk me into keeping the coverage when I repeatedly expressed I didn’t want it. I spoke with account manager by the name of Vesh. He told me I was getting the best deal and that I am in DENIAL, then he proceeds to bash me for giving my card info. He made me feel incredibly stupid for not knowing about extended warranty. After an hour passes of him essentially taunting me, I finally receive my refund. By the end of it all I was mentally exhausted. I will never consider Endurance if I should ever decide to get an extended warranty, I do not recommend.
Excellent customer service got right to the point, no long wait .
Customer service is very good, I would give a excellent review for their service and willingness to help me to be able work within my budget.