I’ve had nothing but a great experience with Endurance. I’ve had the pleasure of working with Josh *** customer service agent, and Eddie *** the Customer service Manager. I put my vehicle In the Lincoln dealership in October 19 for a minor hesitation. Lincoln told me it was a solenoid that would cost 1200$ Endurance sent out inspectior Lincoln was paid for services. Went to pick up car from shop, drove off lots car started giving me major issues that wasn’t there before repair. They misdiagnosed my vehicle and tried to get more money. Which exhaust my limited liability with my policy so I was left with broken vehicle and having to come out of pocket to get it repaired. But the team went above and beyond with sending me resources and recommendations. Special Thanks to Josh and Eddie for all your help
I spoke with Chelsea *** today and she was very helpful . She was personable, polite , courteous and professional! I don’t know the names of the other representatives I’ve dealt with but they’ve all been friendly and very helpful!
The service was awesome today my rep went over Beyond to make sure I was satisfied and she thought outside the box and provide valuable information that would help me if I were to sell or keep or even transfer policy.
I'm following up on an initial complaint lodged against Endurance Warranty on 2/13/20 via email. I spoke to Samantha H. in their Chicago office in reference to my claim this morning. She stated that Endurance Warranty is unable to move forward with the claim unless I authorize total teardown of the transmission of my vehicle. My vehicle has been at BMW South Atlanta since 2/3, in which on that date a diagnostic was done showing the cause of failure. Samantha H. stated that Endurance is not aware of the cause of failure, or extent of damages. Alfred Roberts (Service Advisor) at BMW has spoken to their office on numerous occasions since 2/3 in reference to the cause of failure. Samantha H. also stated that the "clutch pack" isn't covered although it's a lubricated internal part of the transmission. Page 4 of my Select Premier Coverage states that it covers the following listed components: TRANSMISSION: All lubricated internal parts contained within the case. Computer modules & solenoids; filler tube & dipstick; vacuum modulator; and internal linkage. Transmission case ONLY if damaged by the Breakdown of a lubricated internal part.
I have paid in excess of $560 ($40/day), not including an initial $200 deposit to Enterprise Rental as of date while my car is sitting at BMW South Atlanta waiting to be repaired. This amount far exceeds the $150 reimbursement provided by Endurance Warranty once the claim has been approved.
Endurance Warranty Services Response
• Mar 02, 2020
On 2/3/20, the consumer drove her vehicle in to the repair facility with an illuminated transmission malfunction light. The repair facility contacted Endurance and filed a claim for repairs. As part of the normal claims process, an independent third-party inspector was sent to confirm the vehicle's condition, as well as the failures reported by the repair facility.
During the inspection, it was noted that the vehicle had a tire modification. The tires mounted to the vehicle were P215/55/R17, while the placard specified P225/55/R17. As the Select Premier contract excludes any vehicle modification (see attached contract, page 7), this would normally result in a claim denial. However, as the modification was minor, Endurance agreed in the interest of customer service to continue the claims process.
As no cause of failure had yet been confirmed, Endurance advised the repair facility to get the consumer's authorization for teardown. Please be advised, any cause of failure to this point was merely suspected, and Endurance requires a confirmed cause of failure to assess contract eligibility. Per the consumer's contract (attached), page 4, "Filing a Breakdown Claim" 5. Authorize Tear-Down and/or Inspection – In some cases, You may need to authorize the licensed repair facility to inspect and/or tear-down Your Vehicle in order to determine the cause and cost of the repair. You will be responsible for these charges if the Breakdown is not covered under this Contract. We reserve the right to require an inspection of Your Vehicle prior to any repair being made.
Despite multiple Endurance representatives and managers explaining the necessity of the teardown process, the consumer refused to authorize it. The claim thus remained suspended as no cause of failure could be determined. Please note that the claim was not and is not denied, but is in a suspended or pending status as the consumer would not allow progression of the claim.
On 2/26/20, the consumer contacted Endurance and requested cancellation of her contract. Endurance cancelled the contract at that time. Accordingly, Endurance will send out the consumer's pro-rata refund as calculated based on the contract terms and conditions (see attached, page 8, Cancellations). Endurance has expedited processing of the consumer's refund and the current mail date is 3/4/20.
My call was handled quickly and efficiently. I have not had, or needed to make, a warranty claim but I have had no problems communicating with Endurance.
I had an extended vehicle warranty on my 2010 *** SHO that has expired more than a year ago. Representatives from Endurance Dealer Services keep calling and harassing me to renew the service. They literally call me 3 to 4 times a week -- sometimes twice a day -- to renew my coverage. I tell them I am not interested and to please remove my name from their list. I will ask to speak to a supervisor and they hang up on me. I tell them to stop calling me and remove my name from their list and they will call again two days later. They call me in the morning, afternoons, at dinner time.
Once last summer I inquired about how much the warranty would cost. When they told me I said I was not interested and they had me speak to another representative who said they could lower the cost. I told them I was not interested and did not think it was worth it. They then had me speak to another representative who started yelling at me and literally said I was "crazy" and did not understand the value of this program. We started shouting at each other and I hung up on them.
A week or so later they called yet again, and they keep calling me several times a week.
I have gotten to the point where I will yell and curse and them and they will hang up and then two days later another representative will call me. I am not interested in renewing my coverage and want them to stop calling me.
Endurance Warranty Services Response
• Feb 14, 2020
Please note, Endurance does not make "cold calls" or any outbound sales call unless specifically requested by a consumer via our online portal. There are many companies in the industry that do not abide by the VPA's Standards of Conduct and may be making unsolicited calls. Endurance understands the frustration that this can cause to the consumer and the confusion that may result when the consumer receives a mail piece from Endurance at the same time as these solicitation calls. Endurance can confirm that the solicitation calls did not originate from Endurance. Endurance recommends that the consumer determine from what company the calls originate and contact that company to ask that they cease.We are sorry for the frustration that Endurance's mail piece caused the consumer, and as a result of the consumer's complaint, our company placed the consumer on our internal "Do Not Mail" database to ensure that they do not receive any future direct mail advertisements from our company. Please allow up to 10 business days to process this request. The consumer may still receive additional mail pieces sent during the processing time.
Endurance Warranty Services Response
• Feb 14, 2020
Please note, Endurance does not make "cold calls" or any outbound sales call unless specifically requested by a consumer via our online portal. There are many companies in the industry that do not abide by the VPA's Standards of Conduct and may be making unsolicited calls. Endurance understands the frustration that this can cause to the consumer and the confusion that may result when the consumer receives a mail piece from Endurance at the same time as these solicitation calls. Endurance can confirm that the solicitation calls did not originate from Endurance. Endurance recommends that the consumer determine from what company the calls originate and contact that company to ask that they cease.We are sorry for the frustration that Endurance's mail piece caused the consumer, and as a result of the consumer's complaint, our company placed the consumer on our internal "Do Not Mail" database to ensure that they do not receive any future direct mail advertisements from our company. Please allow up to 10 business days to process this request. The consumer may still receive additional mail pieces sent during the processing time.
Customer Response
• Feb 14, 2020
Complaint: ***
I am rejecting this response because:
I was not complaining about a letter I received from Endurance but rather from the literally dozens of telephone calls that I have received over the course of the past year harassing me to renew the now expired extended warranty on my 2010 *** SHO. I DO NOT want to receive any further phone calls from these people!
Sincerely,
Richard
Customer Response
• Feb 14, 2020
Complaint: ***
I am rejecting this response because:
I was not complaining about a letter I received from Endurance but rather from the literally dozens of telephone calls that I have received over the course of the past year harassing me to renew the now expired extended warranty on my 2010 *** SHO. I DO NOT want to receive any further phone calls from these people!
Sincerely,
Richard
Endurance Warranty Services Response
• Feb 19, 2020
Per Endurance's previous response, Endurance does not make "cold calls" or any outbound sales call unless specifically requested by a consumer via our online portal. There are many companies in the industry that do not abide by the VPA's Standards of Conduct and may be making unsolicited calls. Endurance understands the frustration that this can cause to the consumer and the confusion that may result when the consumer receives a mail piece from Endurance at the same time as these solicitation calls. Endurance can confirm that the solicitation calls did not originate from Endurance. Endurance recommends that the consumer determine from what company the calls originate and contact that company to ask that they cease.
Endurance Warranty Services Response
• Feb 19, 2020
Per Endurance's previous response, Endurance does not make "cold calls" or any outbound sales call unless specifically requested by a consumer via our online portal. There are many companies in the industry that do not abide by the VPA's Standards of Conduct and may be making unsolicited calls. Endurance understands the frustration that this can cause to the consumer and the confusion that may result when the consumer receives a mail piece from Endurance at the same time as these solicitation calls. Endurance can confirm that the solicitation calls did not originate from Endurance. Endurance recommends that the consumer determine from what company the calls originate and contact that company to ask that they cease.
They will not honor the contract parts and repair of your vehicle. You have to jump through hoops for them only to find out you been wasting your time and money I was in a rental car for over a week to find out they are not covering my engine repairs because my oil change receipts are not good enough to satisfy them this warranty company is a joke and definitely not worth the money. Seems they want you to have perfect records so I would say dont work on your own car period. You have to call the dealership service department to find out your claim is denied. Then when you cancel your policy they try to offer another policy. Why would you take another policy from the same company that just denied your claim. On another note you ask for a refund they gave different answers to the process and you have to send in a letter with the car mileage notarized when they already have the paperwork from the claim with the information.
Lastly, endurance love to point out did you read the contract. You asked all the right questions before you get the contract. Like Do you get a rental when your car goes into the shop. This is only partly true. 24/48 hours and not counting the weekend for the adjuster to come out to see the car/truck. A max of 120.00 to reimburse you for a rental when the starting amount for a rental is 300.00 for a week if you are lucky. They will tell you what you want to hear to get your money. Maybe that is why they are not part of the Revdex.com.
The response from Endurance is going to be the same as the rest I have seen on the page.
I purchased an extended warranty 2 years ago. I attempted to file a claim 1 week ago and the claim was denied. The reason for denial, was "modifications to vehicle not disclosed" This is not true, as I purchased the very best coverage available, the "Platinum Plus Plan" answered all questions and disclosed all equipment that came with the vehicle at time of purchase, up to and including a 2" lift kit and 35" off road tires. This equipment was added either by the dealership or previous owner. The company claims there was not the "required surcharge" added to the policy "at time of purchase" therefore, I must not have disclosed the information. However, when speaking to Endurance Senior Administrator "Len" on 02/13/2020,@11;50 AM, he indicated that I was "in fact charged the surcharge". So which was it? The point of buying an after market policy was to have ALL components covered on a newly purchased "USED" vehicle, therefore there would be no reason to withhold this information. In short, I am being called a liar, because their company, the "POLICY SELLER", forgot to charge me the correct amount and now their administrating company refuses to cover my claim. I have already paid over $3000 in premiums for this policy and can't use it. Why would I put myself in that spot? No wonder they have such a poor rating. But they are the only extended warranty available in Washington State.
Endurance Warranty Services Response
• Feb 14, 2020
The complaint is a duplicate of complaint ID
Endurance Warranty Services Response
• Feb 25, 2020
Upon receipt of this complaint, Endurance performed an internal investigation. This involved a review of internal notes, claim notes from the administrator, and reviewing call recordings.
On 4/23/18, the consumer contacted Endurance and purchased a Platinum Plus vehicle service contract, administered by United Car Care (UCC). After accepting the quote from the salesman but before any transaction took place, the consumer was transferred to an Endurance verification agent. The verification agent confirmed vital information such as the consumer's mailing information and vehicle information. The verification agent also asked a series of questions to ensure that the vehicle was qualified before final activation and before accepting any payment.
A review of the verification call recording confirms that the consumer was asked if the vehicle was modified in any way, "including lift kits, exhaust modifications, and oversized or undersized wheels and tires". The consumer answered on a recorded line that it was not.
On 2/3/20, the consumer's repair facility contacted the claims administrator, UCC, and filed a claim for repairs. As part of UCC's claims process, an inspector was sent out to confirm the vehicle's state as well as the failures reported by the repair facility. The inspector noted that the vehicle had a lift kit and oversized tires. As the consumer had not divulged these modifications to Endurance, no modification surcharge was added to the consumer's contract. Subsequently, UCC declined the claim due to the modifications without the requisite surcharge.
On 2/13, the consumer contacted Endurance in regards to the claim. In the interest of customer service, an Endurance agent contacted UCC in an attempt to facilitate collection of the surcharge so that the claim could progress. UCC refused to accept a collection of the requisite surcharge and upheld the denial of the claim.
Subsequent to this, the consumer cancelled her contract. In the interest of customer service, Endurance will expedite processing of the consumer's refund. The consumer's refund will be sent out on 2/26 to the consumer's address on file.
I’m not really sure What some of those negative reviews are truly about but I taken my car to *** because it had stopped in the middle of the street I called Endurance and told them my situation.
They hook me up with the tow company and less than 30 or 40 minutes later my car was sitting in the service department at Cadillac.
It was kinda late in the evening so the next day, My car was ready, I asked how much did I owe and was told, only my co-pay.
Thank God for ENDURANCE.
I sold a plan on my vehicle. The first time I used it on two issues I was denied. I called back and forth between the dealer and the insurance company. In the end they did not pay!! The plan higher up would have paid. ??
For the second time in 5 months these companies have preyed on my elderly mother (90 yrs old), by having her sign up for extended warranty services.
She has received multiple cards in the mail which has her vehicle information and indicates that her manufacturer warranty has expired. She mistakenly believes these notices are being sent by *** and that she is required to sign up for extended warranty.
On the first instance, when she called the company numbers to cancel, at first she got the deflection, meaning the next month is "free", why don't you call back in the next month if you feel the same. When she asks several times to cancel the agent is dismissive. I have been on the other phone listening to these creatures.
The actual address and contact to send cancellations is not easily obtained. On th second occasion, I called *** Insurance Company, the listed "Adminitrator/obligor's number , only to be told they do not accept correspondence and would not give me an address. Instead they insisted on sending me back to the seller, Endurance.
These companies prey on the vulnerable. Shameful.
On 12/29/2019 I traded in my *** for a brand new car. The next couple of days I called Endurance to cancel my warrant that was fully paid for in return for my prorated warranty. Instead they kept pushing product and services on my that I didn't not want. After they tried haggling me to no avail they then told me that I would have to send them a notarized letter requesting my cancellation. So, I did what they requested of me and overnighted my request along with my milage report I received from the dealership and I haven't heard anything from them ever since! This has got to have been over 2-3 weeks now since the letter was overnighted to them via ***.
Endurance Warranty Services Response
• Feb 14, 2020
On 12/30/19, the consumer contacted Endurance to request cancellation of his contract. In the interest of customer service, Endurance apprised the customer of his options regarding transfer of coverage. The consumer declined and the contract was cancelled at that time. The customer was advised to provide documentation of the vehicle's final mileage so that his pro-rata refund can be calculated correctly. This ensures that the consumer receives his entire refund amount.
No other call was received from the consumer after the single call on 12/30/19.
On 1/29/20, Endurance received documentation of the consumer's final mileage. Please be advised, it may take up to 30 days to calculate and send the consumer's pro-rata refund. Currently, the consumer's refund is scheduled to be mailed on 2/18.
Customer Response
• Feb 14, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Currently, Dealership (Bayside of Annapolis) submitted claim for engine. Endurance adjuster stated claim was denied because there was no oil in the car when checking the dipstick. The dealership stated that this is not true there is more than enough oil in the car for it to run effectively. Additionally, the dealership documented there were no oil leaks the car had all regular maintenance. I called endurance warranty. They stated that the dealer told them that the car did not have any oil and therefore the claim was denied. I then called the dealer back who stated that was not the conversation and he would call back and also record the call. When the dealer called back the stated that endurance then said that there is different information on record and instead of saying there is no oil in the car its not enough. Therefore, the claim will be denied. Bayside dealership is saying this is false and can prove this is inaccurate and this appears to be something fraudulent going on and or they are just trying to not pay out claim.
Endurance Warranty Services Response
• Feb 25, 2020
On 2/6, the consumer’s repair facility contacted Endurance
to file a claim for repairs. The repair facility reported that the vehicle
would not move. The repair facility had performed a compression test and found
low compression. In addition, the repair facility found that the heads were
warped. The repair facility initially stated that the oil level was “completely
full”.
As part of the normal claims process, Endurance sent an
independent, third-party inspector to confirm the vehicle’s state as well as
the failures reported by the repair facility. While at the repair facility, the
inspector asked the technician to check the level of oil using the dipstick.
This is in accordance with the owner’s manual (attached) section 10-9 “Checking
Engine Oil”. No oil registered on the dipstick. The inspector documented the
inspection with a written report and photographs, including one of the oil
check.
After review of the inspection and contract, Endurance declined
the repair due to the lack of oil in the engine. Per the consumer’s contract
(attached), page 12, Letter N, coverage is not provided for:Damage caused by
pre-ignition detonation, pinging, improper/contaminated fuel including fuels
containing more than 10% ethanol (if the engine was not manufactured for this
mixture), excessive fuel conditions, lean fuel conditions, clogged fuel
injectors, improper lubricants or improper engine adjustments. Any mechanical
Breakdown caused by failure to maintain proper levels of lubrication, lubricant
blockage, coolant blockage lack of lubrication or carbon buildup in cylinders.
As the consumer did not maintain proper levels of
lubrication, the claim was declined in its entirety. Subsequent to this, the
repair facility contacted Endurance and claimed that the vehicle had oil in it.
When asked how much oil was in the vehicle (normally measurable by a graduated
vessel), the repair facility responded that they didn’t know how much, but that
“it was less than ideal”. When asked why the repair facility had originally
reported completely full level and were now reporting a less than ideal level,
the repair facility stated that they didn’t know. When asked why the technician
was not able to demonstrate any oil level to the inspector but now the vehicle
was stated to have oil, the repair facility stated that they didn’t know. When
asked what happened to the oil between the repair facility’s statement of a
completely full level and the inspector’s arrival and review of the dipstick,
the repair facility stated that they didn’t know. Unfortunately, without any
evidence to support their statement, Endurance was unable to change the status
of the claim.
Please be advised, Endurance is required to follow the terms
and conditions of the contract, including both exclusions and listed failures.
Endurance does not choose which failures to cover and which failures not to
cover. The contract specifies each and Endurance simply executes the contract.
At this time, the claim remains declined and the consumer
has refused assistance. The contract remains active and eligible for future
listed claims, and Endurance will be glad to provide part sourcing assistance for the current claim to the consumer upon request.
Endurance Warranty Services Response
• Mar 02, 2020
Please note, Endurance's uses the manufacturer's specifications found in the owner's manual to determine such things as the proper amount of oil. The owner's manual for this consumer's vehicle states to add oil if the level drops below the hash marks seen on the dipstick. Please be advised, the oil level in the consumer's vehicle was so low that it did not even register on the dipstick. Per the manufacturer's specifications, this level of "none" is not inside appropriate levels. In addition, the consumer's repair facility stated on a recorded line to Endurance that the level was "less than ideal" but refused to provide the actual level, why this changed from their original report of "full", or why this changed from their technician demonstrating the lack of oil to the inspector.
At this time, the claim remains declined due to the previously mentioned exclusions as confirmed in the consumer's response. The consumer has refused all assistance. The contract remains open and eligible for future claims.
Customer Response
• Mar 03, 2020
Complaint: ***
I am rejecting this response because: not only has the repair facility documented otherwise. The engine has been fully broken down with all oil drained. The repair facility has also video footage documenting the process. Additionally, the repair facility has documented that engine failure was not due to lack of oil and actually had nothing to do with the oil. Also, as previously mentioned in last statement. Within the endurance contract it does not state what you sited which is that endurance decides and it makes decisions based on owners manual recommendations. However, again after legal council the endurance contract read subjectively allowing endurance to make decisions in whatever way they may see fit.
I’ve had nothing but a great experience with Endurance. I’ve had the pleasure of working with Josh *** customer service agent, and Eddie *** the Customer service Manager. I put my vehicle In the Lincoln dealership in October 19 for a minor hesitation. Lincoln told me it was a solenoid that would cost 1200$ Endurance sent out inspectior Lincoln was paid for services. Went to pick up car from shop, drove off lots car started giving me major issues that wasn’t there before repair. They misdiagnosed my vehicle and tried to get more money. Which exhaust my limited liability with my policy so I was left with broken vehicle and having to come out of pocket to get it repaired. But the team went above and beyond with sending me resources and recommendations. Special Thanks to Josh and Eddie for all your help
I spoke with Chelsea *** today and she was very helpful . She was personable, polite , courteous and professional! I don’t know the names of the other representatives I’ve dealt with but they’ve all been friendly and very helpful!
The service was awesome today my rep went over Beyond to make sure I was satisfied and she thought outside the box and provide valuable information that would help me if I were to sell or keep or even transfer policy.
Thanks Tabitha for explaining the policy to me. I understand some better.
I'm following up on an initial complaint lodged against Endurance Warranty on 2/13/20 via email. I spoke to Samantha H. in their Chicago office in reference to my claim this morning. She stated that Endurance Warranty is unable to move forward with the claim unless I authorize total teardown of the transmission of my vehicle. My vehicle has been at BMW South Atlanta since 2/3, in which on that date a diagnostic was done showing the cause of failure. Samantha H. stated that Endurance is not aware of the cause of failure, or extent of damages. Alfred Roberts (Service Advisor) at BMW has spoken to their office on numerous occasions since 2/3 in reference to the cause of failure. Samantha H. also stated that the "clutch pack" isn't covered although it's a lubricated internal part of the transmission. Page 4 of my Select Premier Coverage states that it covers the following listed components: TRANSMISSION: All lubricated internal parts contained within the case. Computer modules & solenoids; filler tube & dipstick; vacuum modulator; and internal linkage. Transmission case ONLY if damaged by the Breakdown of a lubricated internal part.
I have paid in excess of $560 ($40/day), not including an initial $200 deposit to Enterprise Rental as of date while my car is sitting at BMW South Atlanta waiting to be repaired. This amount far exceeds the $150 reimbursement provided by Endurance Warranty once the claim has been approved.
On 2/3/20, the consumer drove her vehicle in to the repair facility with an illuminated transmission malfunction light. The repair facility contacted Endurance and filed a claim for repairs. As part of the normal claims process, an independent third-party inspector was sent to confirm the vehicle's condition, as well as the failures reported by the repair facility.
During the inspection, it was noted that the vehicle had a tire modification. The tires mounted to the vehicle were P215/55/R17, while the placard specified P225/55/R17. As the Select Premier contract excludes any vehicle modification (see attached contract, page 7), this would normally result in a claim denial. However, as the modification was minor, Endurance agreed in the interest of customer service to continue the claims process.
As no cause of failure had yet been confirmed, Endurance advised the repair facility to get the consumer's authorization for teardown. Please be advised, any cause of failure to this point was merely suspected, and Endurance requires a confirmed cause of failure to assess contract eligibility. Per the consumer's contract (attached), page 4, "Filing a Breakdown Claim" 5. Authorize Tear-Down and/or Inspection – In some cases, You may need to authorize the licensed repair facility to inspect and/or tear-down Your Vehicle in order to determine the cause and cost of the repair. You will be responsible for these charges if the Breakdown is not covered under this Contract. We reserve the right to require an inspection of Your Vehicle prior to any repair being made.
Despite multiple Endurance representatives and managers explaining the necessity of the teardown process, the consumer refused to authorize it. The claim thus remained suspended as no cause of failure could be determined. Please note that the claim was not and is not denied, but is in a suspended or pending status as the consumer would not allow progression of the claim.
On 2/26/20, the consumer contacted Endurance and requested cancellation of her contract. Endurance cancelled the contract at that time. Accordingly, Endurance will send out the consumer's pro-rata refund as calculated based on the contract terms and conditions (see attached, page 8, Cancellations). Endurance has expedited processing of the consumer's refund and the current mail date is 3/4/20.
Great warranty company with great customer service. I would highly recommend
There was a great prompt response. She was very friendly and calls were picked up fast.
My call was handled quickly and efficiently. I have not had, or needed to make, a warranty claim but I have had no problems communicating with Endurance.
I had an extended vehicle warranty on my 2010 *** SHO that has expired more than a year ago. Representatives from Endurance Dealer Services keep calling and harassing me to renew the service. They literally call me 3 to 4 times a week -- sometimes twice a day -- to renew my coverage. I tell them I am not interested and to please remove my name from their list. I will ask to speak to a supervisor and they hang up on me. I tell them to stop calling me and remove my name from their list and they will call again two days later. They call me in the morning, afternoons, at dinner time.
Once last summer I inquired about how much the warranty would cost. When they told me I said I was not interested and they had me speak to another representative who said they could lower the cost. I told them I was not interested and did not think it was worth it. They then had me speak to another representative who started yelling at me and literally said I was "crazy" and did not understand the value of this program. We started shouting at each other and I hung up on them.
A week or so later they called yet again, and they keep calling me several times a week.
I have gotten to the point where I will yell and curse and them and they will hang up and then two days later another representative will call me. I am not interested in renewing my coverage and want them to stop calling me.
Please note, Endurance does not make "cold calls" or any outbound sales call unless specifically requested by a consumer via our online portal. There are many companies in the industry that do not abide by the VPA's Standards of Conduct and may be making unsolicited calls. Endurance understands the frustration that this can cause to the consumer and the confusion that may result when the consumer receives a mail piece from Endurance at the same time as these solicitation calls. Endurance can confirm that the solicitation calls did not originate from Endurance. Endurance recommends that the consumer determine from what company the calls originate and contact that company to ask that they cease.We are sorry for the frustration that Endurance's mail piece caused the consumer, and as a result of the consumer's complaint, our company placed the consumer on our internal "Do Not Mail" database to ensure that they do not receive any future direct mail advertisements from our company. Please allow up to 10 business days to process this request. The consumer may still receive additional mail pieces sent during the processing time.
Please note, Endurance does not make "cold calls" or any outbound sales call unless specifically requested by a consumer via our online portal. There are many companies in the industry that do not abide by the VPA's Standards of Conduct and may be making unsolicited calls. Endurance understands the frustration that this can cause to the consumer and the confusion that may result when the consumer receives a mail piece from Endurance at the same time as these solicitation calls. Endurance can confirm that the solicitation calls did not originate from Endurance. Endurance recommends that the consumer determine from what company the calls originate and contact that company to ask that they cease.We are sorry for the frustration that Endurance's mail piece caused the consumer, and as a result of the consumer's complaint, our company placed the consumer on our internal "Do Not Mail" database to ensure that they do not receive any future direct mail advertisements from our company. Please allow up to 10 business days to process this request. The consumer may still receive additional mail pieces sent during the processing time.
Complaint: ***
I am rejecting this response because:
I was not complaining about a letter I received from Endurance but rather from the literally dozens of telephone calls that I have received over the course of the past year harassing me to renew the now expired extended warranty on my 2010 *** SHO. I DO NOT want to receive any further phone calls from these people!
Sincerely,
Richard
Complaint: ***
I am rejecting this response because:
I was not complaining about a letter I received from Endurance but rather from the literally dozens of telephone calls that I have received over the course of the past year harassing me to renew the now expired extended warranty on my 2010 *** SHO. I DO NOT want to receive any further phone calls from these people!
Sincerely,
Richard
Per Endurance's previous response, Endurance does not make "cold calls" or any outbound sales call unless specifically requested by a consumer via our online portal. There are many companies in the industry that do not abide by the VPA's Standards of Conduct and may be making unsolicited calls. Endurance understands the frustration that this can cause to the consumer and the confusion that may result when the consumer receives a mail piece from Endurance at the same time as these solicitation calls. Endurance can confirm that the solicitation calls did not originate from Endurance. Endurance recommends that the consumer determine from what company the calls originate and contact that company to ask that they cease.
Per Endurance's previous response, Endurance does not make "cold calls" or any outbound sales call unless specifically requested by a consumer via our online portal. There are many companies in the industry that do not abide by the VPA's Standards of Conduct and may be making unsolicited calls. Endurance understands the frustration that this can cause to the consumer and the confusion that may result when the consumer receives a mail piece from Endurance at the same time as these solicitation calls. Endurance can confirm that the solicitation calls did not originate from Endurance. Endurance recommends that the consumer determine from what company the calls originate and contact that company to ask that they cease.
They will not honor the contract parts and repair of your vehicle. You have to jump through hoops for them only to find out you been wasting your time and money I was in a rental car for over a week to find out they are not covering my engine repairs because my oil change receipts are not good enough to satisfy them this warranty company is a joke and definitely not worth the money. Seems they want you to have perfect records so I would say dont work on your own car period. You have to call the dealership service department to find out your claim is denied. Then when you cancel your policy they try to offer another policy. Why would you take another policy from the same company that just denied your claim. On another note you ask for a refund they gave different answers to the process and you have to send in a letter with the car mileage notarized when they already have the paperwork from the claim with the information.
Lastly, endurance love to point out did you read the contract. You asked all the right questions before you get the contract. Like Do you get a rental when your car goes into the shop. This is only partly true. 24/48 hours and not counting the weekend for the adjuster to come out to see the car/truck. A max of 120.00 to reimburse you for a rental when the starting amount for a rental is 300.00 for a week if you are lucky. They will tell you what you want to hear to get your money. Maybe that is why they are not part of the Revdex.com.
The response from Endurance is going to be the same as the rest I have seen on the page.
I purchased an extended warranty 2 years ago. I attempted to file a claim 1 week ago and the claim was denied. The reason for denial, was "modifications to vehicle not disclosed" This is not true, as I purchased the very best coverage available, the "Platinum Plus Plan" answered all questions and disclosed all equipment that came with the vehicle at time of purchase, up to and including a 2" lift kit and 35" off road tires. This equipment was added either by the dealership or previous owner. The company claims there was not the "required surcharge" added to the policy "at time of purchase" therefore, I must not have disclosed the information. However, when speaking to Endurance Senior Administrator "Len" on 02/13/2020,@11;50 AM, he indicated that I was "in fact charged the surcharge". So which was it? The point of buying an after market policy was to have ALL components covered on a newly purchased "USED" vehicle, therefore there would be no reason to withhold this information. In short, I am being called a liar, because their company, the "POLICY SELLER", forgot to charge me the correct amount and now their administrating company refuses to cover my claim. I have already paid over $3000 in premiums for this policy and can't use it. Why would I put myself in that spot? No wonder they have such a poor rating. But they are the only extended warranty available in Washington State.
The complaint is a duplicate of complaint ID
Upon receipt of this complaint, Endurance performed an internal investigation. This involved a review of internal notes, claim notes from the administrator, and reviewing call recordings.
On 4/23/18, the consumer contacted Endurance and purchased a Platinum Plus vehicle service contract, administered by United Car Care (UCC). After accepting the quote from the salesman but before any transaction took place, the consumer was transferred to an Endurance verification agent. The verification agent confirmed vital information such as the consumer's mailing information and vehicle information. The verification agent also asked a series of questions to ensure that the vehicle was qualified before final activation and before accepting any payment.
A review of the verification call recording confirms that the consumer was asked if the vehicle was modified in any way, "including lift kits, exhaust modifications, and oversized or undersized wheels and tires". The consumer answered on a recorded line that it was not.
On 2/3/20, the consumer's repair facility contacted the claims administrator, UCC, and filed a claim for repairs. As part of UCC's claims process, an inspector was sent out to confirm the vehicle's state as well as the failures reported by the repair facility. The inspector noted that the vehicle had a lift kit and oversized tires. As the consumer had not divulged these modifications to Endurance, no modification surcharge was added to the consumer's contract. Subsequently, UCC declined the claim due to the modifications without the requisite surcharge.
On 2/13, the consumer contacted Endurance in regards to the claim. In the interest of customer service, an Endurance agent contacted UCC in an attempt to facilitate collection of the surcharge so that the claim could progress. UCC refused to accept a collection of the requisite surcharge and upheld the denial of the claim.
Subsequent to this, the consumer cancelled her contract. In the interest of customer service, Endurance will expedite processing of the consumer's refund. The consumer's refund will be sent out on 2/26 to the consumer's address on file.
Been a customer for about a year and am very satisfied. Everyone from first call for a tow to getting my car repaired was a delight. Thank you
The representative was very friendly and helpful Thank you for your help
Program could be BETTER, here's 2 A Hopeful Future.
I’m not really sure What some of those negative reviews are truly about but I taken my car to *** because it had stopped in the middle of the street I called Endurance and told them my situation.
They hook me up with the tow company and less than 30 or 40 minutes later my car was sitting in the service department at Cadillac.
It was kinda late in the evening so the next day, My car was ready, I asked how much did I owe and was told, only my co-pay.
Thank God for ENDURANCE.
Kiara was very helpful to make sure that my overpayment was handle and I will be receiving my funds back.
I sold a plan on my vehicle. The first time I used it on two issues I was denied. I called back and forth between the dealer and the insurance company. In the end they did not pay!! The plan higher up would have paid. ??
For the second time in 5 months these companies have preyed on my elderly mother (90 yrs old), by having her sign up for extended warranty services.
She has received multiple cards in the mail which has her vehicle information and indicates that her manufacturer warranty has expired. She mistakenly believes these notices are being sent by *** and that she is required to sign up for extended warranty.
On the first instance, when she called the company numbers to cancel, at first she got the deflection, meaning the next month is "free", why don't you call back in the next month if you feel the same. When she asks several times to cancel the agent is dismissive. I have been on the other phone listening to these creatures.
The actual address and contact to send cancellations is not easily obtained. On th second occasion, I called *** Insurance Company, the listed "Adminitrator/obligor's number , only to be told they do not accept correspondence and would not give me an address. Instead they insisted on sending me back to the seller, Endurance.
These companies prey on the vulnerable. Shameful.
On 12/29/2019 I traded in my *** for a brand new car. The next couple of days I called Endurance to cancel my warrant that was fully paid for in return for my prorated warranty. Instead they kept pushing product and services on my that I didn't not want. After they tried haggling me to no avail they then told me that I would have to send them a notarized letter requesting my cancellation. So, I did what they requested of me and overnighted my request along with my milage report I received from the dealership and I haven't heard anything from them ever since! This has got to have been over 2-3 weeks now since the letter was overnighted to them via ***.
On 12/30/19, the consumer contacted Endurance to request cancellation of his contract. In the interest of customer service, Endurance apprised the customer of his options regarding transfer of coverage. The consumer declined and the contract was cancelled at that time. The customer was advised to provide documentation of the vehicle's final mileage so that his pro-rata refund can be calculated correctly. This ensures that the consumer receives his entire refund amount.
No other call was received from the consumer after the single call on 12/30/19.
On 1/29/20, Endurance received documentation of the consumer's final mileage. Please be advised, it may take up to 30 days to calculate and send the consumer's pro-rata refund. Currently, the consumer's refund is scheduled to be mailed on 2/18.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely,
Daevon
Currently, Dealership (Bayside of Annapolis) submitted claim for engine. Endurance adjuster stated claim was denied because there was no oil in the car when checking the dipstick. The dealership stated that this is not true there is more than enough oil in the car for it to run effectively. Additionally, the dealership documented there were no oil leaks the car had all regular maintenance. I called endurance warranty. They stated that the dealer told them that the car did not have any oil and therefore the claim was denied. I then called the dealer back who stated that was not the conversation and he would call back and also record the call. When the dealer called back the stated that endurance then said that there is different information on record and instead of saying there is no oil in the car its not enough. Therefore, the claim will be denied. Bayside dealership is saying this is false and can prove this is inaccurate and this appears to be something fraudulent going on and or they are just trying to not pay out claim.
On 2/6, the consumer’s repair facility contacted Endurance
to file a claim for repairs. The repair facility reported that the vehicle
would not move. The repair facility had performed a compression test and found
low compression. In addition, the repair facility found that the heads were
warped. The repair facility initially stated that the oil level was “completely
full”.
As part of the normal claims process, Endurance sent an
independent, third-party inspector to confirm the vehicle’s state as well as
the failures reported by the repair facility. While at the repair facility, the
inspector asked the technician to check the level of oil using the dipstick.
This is in accordance with the owner’s manual (attached) section 10-9 “Checking
Engine Oil”. No oil registered on the dipstick. The inspector documented the
inspection with a written report and photographs, including one of the oil
check.
After review of the inspection and contract, Endurance declined
the repair due to the lack of oil in the engine. Per the consumer’s contract
(attached), page 12, Letter N, coverage is not provided for:Damage caused by
pre-ignition detonation, pinging, improper/contaminated fuel including fuels
containing more than 10% ethanol (if the engine was not manufactured for this
mixture), excessive fuel conditions, lean fuel conditions, clogged fuel
injectors, improper lubricants or improper engine adjustments. Any mechanical
Breakdown caused by failure to maintain proper levels of lubrication, lubricant
blockage, coolant blockage lack of lubrication or carbon buildup in cylinders.
As the consumer did not maintain proper levels of
lubrication, the claim was declined in its entirety. Subsequent to this, the
repair facility contacted Endurance and claimed that the vehicle had oil in it.
When asked how much oil was in the vehicle (normally measurable by a graduated
vessel), the repair facility responded that they didn’t know how much, but that
“it was less than ideal”. When asked why the repair facility had originally
reported completely full level and were now reporting a less than ideal level,
the repair facility stated that they didn’t know. When asked why the technician
was not able to demonstrate any oil level to the inspector but now the vehicle
was stated to have oil, the repair facility stated that they didn’t know. When
asked what happened to the oil between the repair facility’s statement of a
completely full level and the inspector’s arrival and review of the dipstick,
the repair facility stated that they didn’t know. Unfortunately, without any
evidence to support their statement, Endurance was unable to change the status
of the claim.
Please be advised, Endurance is required to follow the terms
and conditions of the contract, including both exclusions and listed failures.
Endurance does not choose which failures to cover and which failures not to
cover. The contract specifies each and Endurance simply executes the contract.
At this time, the claim remains declined and the consumer
has refused assistance. The contract remains active and eligible for future
listed claims, and Endurance will be glad to provide part sourcing assistance for the current claim to the consumer upon request.
Please note, Endurance's uses the manufacturer's specifications found in the owner's manual to determine such things as the proper amount of oil. The owner's manual for this consumer's vehicle states to add oil if the level drops below the hash marks seen on the dipstick. Please be advised, the oil level in the consumer's vehicle was so low that it did not even register on the dipstick. Per the manufacturer's specifications, this level of "none" is not inside appropriate levels. In addition, the consumer's repair facility stated on a recorded line to Endurance that the level was "less than ideal" but refused to provide the actual level, why this changed from their original report of "full", or why this changed from their technician demonstrating the lack of oil to the inspector.
At this time, the claim remains declined due to the previously mentioned exclusions as confirmed in the consumer's response. The consumer has refused all assistance. The contract remains open and eligible for future claims.
Complaint: ***
I am rejecting this response because: not only has the repair facility documented otherwise. The engine has been fully broken down with all oil drained. The repair facility has also video footage documenting the process. Additionally, the repair facility has documented that engine failure was not due to lack of oil and actually had nothing to do with the oil. Also, as previously mentioned in last statement. Within the endurance contract it does not state what you sited which is that endurance decides and it makes decisions based on owners manual recommendations. However, again after legal council the endurance contract read subjectively allowing endurance to make decisions in whatever way they may see fit.
Sincerely,
Kyle