Hi I talked to Joe King & his customer service is excellent I would give him a 5-star rating and he's a keeper as far as I'm concerned so keep up the good work with your customer service and you'll go far Joe's a good guy thank you bye
I was assisted by Robert, James and Fransisco. All three gentlemen were very helpful and took their time explaining the policy to me. It made my experience an enjoyable and easy one.
Thank you to all three!!
Shelley
My policy number is: EVPN2086010. Please let me know whom should I file a formal complaint about my harrowing claim experience I had with you. Also let me know how can I terminate my policy.
I called you before I gave Sewell of BMW authorization to replace my tire and then only I gave them consent. Even Sewell called and verified and told me that my tire replacement is covered with this Endurance. I paid 250+ dollars for the tire and yesterday I finally received 125$ check. Call to Endurance you simply decline any responsibility saying this is outsourced to Third party Axiom who handles this tire coverage. A call to Axiom confirmed that Endurance product specifies a max cost of 125$ per tire, then Why didnot you even disclose these details before hand while I havenot requested Sewell to replace my tire?
I emailed you several times to change my address to 6836 Prompton Bnd, Irving, Texas and send me policy documents which I never received.
So in these tough financial times also I am surprised at your shady business policy.
I wouldnot have took the tire replacement, had I known before that there is a catch ( or trick) and that the maximum covered is 125$. Not definitely in these financial hardship times. I am counting my days in job and I even paid off my Endurance policy and Auto payments completely thinking situation will be very bleak and now I felt ripped off completely.
Endurance Warranty Services Response
• Jun 17, 2020
On 6/17/20 Endurance's Customer Service Manager reached out to Mr. Bandhakavi. Mr. Bandhakavi mentioned that on 6/3/20 his issue was resolved to his satisfaction. We appreciate his cooperation and are committed to the highest level of customer service.
The young lady I worked with to sign on for this contract extension was very pleasant and seemed excellent, however, I just received some paperwork with errors on it (misspelled name, login/password that the system wouldn't accept) alongwith a bill which was supposed to be charged monthly to my credit card. When I couldn't sign on to the website, I called the 1-800 number and the woman who answered after a long online wait, transferred me back to the computer wherein I was cut off. On calling the 2nd time, I was fortunate to work with a very professional and pleasant man, Dayne, who was extremely helpful and who submitted requests to the appropriate parts of MEPCO to have the name and email corrected (yes, that had been messed up by the young lady I dealt with initially), and to fix the billing to my credit card. He made sure that the information I gave him was correct, repeating everything back to me and he is the reason I did not just cancel this contract, which I was indeed thinking of doing after all these mess ups. If, in future, I am able to work with people as competent as Dayne, I will remain a happy customer.
Tabatha with Claims was wonderful and helped me quickly and efficiently. I highly recommend endurance auto insurance, their claims department, and the whole company.
I purchased this contract about 30 days ago and over 1000 miles. I was told that I cannot get my car fixed because I did not purchase the policy at a certain time!
Endurance Warranty Services Response
• Jun 17, 2020
On 4/30/20 Mr. Davis purchased an Endurance Policy.
On 6/1/20 Hollywood Chrysler/Jeep contacted the Endurance Claims Department to file a claim.
Mr. Davis’s repair facility Hollywood Chrysler/Jeep reported a failure to the A/C compressor. As part of the normal claims process, Endurance acquired a vehicle history report. The vehicle history report showed that the vehicle was at Pepboys of Hollywood on 5/7/20 with a reported problem involving an A/C leak check. The claim was subsequently declined as the failure happened within the waiting period and deemed pre-existing.
Endurance apologizes for the frustration that this has caused the consumer and is committed to the highest level of customer satisfaction. In the interest of customer service, Endurance has agreed to issue a full refund to the consumer. A manager from Endurance made contact with the consumer to inform him of the resolution and the consumer indicated his satisfaction with the result. Endurance appreciates the consumer's cooperation in determining a mutually beneficial resolution.
My BMW 2015 X6, broke down, I immediately pulled over and called to get car told, because it was Sunday had car towed to my house. I contacted Endurance and told them car had broken down and is there any particular facility I needed to take my car too, the replied as long as facility was ASE certified. I had car towed to BMW dealership. The repair facility assessed the issue and reported that my drive shaft malfunctioned and caused a crack in transmission case and also in transmission. I reviewed contract (Secure Plus) to make sure the part causing issue was covered (drive shaft), which in turn makes the transmission and transmission case to be covered. I gave repair facility claim number to call to start claim. Repair facility notified me that they made contact and Endurance would send out an adjustor within 24 hours. After few days I called Endurance and they said they needed to talk to repair facility to review adjustors findings. I then called repair facility and asked that they please call Endurance so they could review findings. The next day I received text from repair facility saying the they approved claim for drive shaft, but denied for transmission case and transmission. I then called Endurance requesting that they explain denial and to forward me report from adjustor. Claim was denied because of "Continued Operation (driving with a faulty part)", they claim my universal joint (which by the way is also covered under contract) was worn and it was so worn I had to be driving with it warn for some time. They or I had no way of knowing when or how U-joint had worn. My car was serviced and had no mention of warn U joint. I requested to talk to supervisor, I expressed that their explanation makes no sense, he eventually pointed to section B. Filing a breakdown claim. Saying that because I continued to drive with a faulty U-joint, I disputed that saying, there was no evidence of me driving with a faulty U-joint, therefore that does not apply.
Endurance Warranty Services Response
• Jun 24, 2020
Upon receiving this complaint a Manager from Endurance reached out to Mr. Summers and offered him a full refund, Mr. Summers accepted. In addition, Endurance will assist the consumer with sourcing less expensive parts and locating a repair facility with a lower labor rate in an attempt to assist the consumer in decreasing the out of pocket cost of the repair. Endurance appreciates the consumer's cooperation in determining a mutually beneficial resolution.
I was sold a warranty under a stipulation of auto repair of various kinds being paid by Endurance as long as I wait 30 days and 1000 miles after the initial purchase date of the warranty. I met those requirements. I had used my air conditioning in my car for the first time since last October. It was functioning fine in October but when I went to use it this past week, May 2020, I was told by the company and the administrator/adjuster
that my malfunctioning air conditioner was a preexisting condition that cannot be paid for. The adjuster said the condenser fail occurs over a long period of time and thus the air conditioning malfunction occurred while the car was not under warranty. I purchased the warranty in the winter months. I have been left with an out of pocket to pay to the dealership and no air conditioning while I have 2 children to drive with no air conditioning. The company did not state any such technicality when they aggressively sold the warranty. They are are fraudulent and turn down claims based on opinions rather than facts. I am left very dissatisfied at how clearly the sales department lied about coverage to close the deal. The adjuster did not call me to even mention that the claim was denied. I had to call 6 times to get a person on the phone and each time I was put on long holds.
Endurance Warranty Services Response
• Jun 16, 2020
Please be advised, Endurance is the selling agent of this contract. The administrator/obligor is National Administrative Service Co. (NASC). This means that Endurance handles the Marketing and Sales of the contract and NASC is responsible for the administration (approval or denial) of claims. Endurance is not involved whatsoever in claim decisions.
On 5/14/20, a representative from Koons Ford of Baltimore contacted NASC’s Claims Department and reported a failure to the vehicle's A/C Compressor. NASC then denied the claim as a pre-existing condition based on their conversation with Mr. Khan, Mr. Khan bought the policy 3 months after the issue began.As the selling agent, Endurance reached out to NASC for more information on the claim. NASC reported that one of their claims representatives had a conversation with the customer on 5/15/20 at 1:11 pm, where the customer stated that the issue had been occurring shortly after October. Please note, these are the statements of NASC and not Endurance.
NASC would not revisit the claim and upheld the denial.
Although Endurance cannot overturn NASC's claim decision, in the interest of customer service, Endurance will be providing a full refund to Mr. Khan.
Customer Response
• Jun 18, 2020
Complaint: 14366400
I am rejecting this response because:
A gentleman from the organization called and claimed to issue me a refund after I sign off on a form. I never received the form and there were no further calls from them. I’m still waiting for the form to complete that will apparently get me a refund.
We signed up for a program but canceled within the given time to get our initial payment returned. Two Master Card bills later indicated "Pay-Link" was taking automatic payments for the program that we were assured was canceled by Tony on 16 Mar. On subsequent calls to the company, we were assured again that the program/auto-payments were canceled, but had to wait until Margaret reviewed the 16 Mar call to determine if we had canceled or not. We called 20 Apr, 5 May and 14 May to find out that Tony didn't cancel the program, Margaret did not stop auto payments on 20 Apr, Nick on 5 May did not stop payments or provide cancelation numbers - he said they do it in the system & there are no cancelation numbers. on 14 May we were told again that Pay-link was stopped, but they sent us an email later saying payment was due by 18 May. We called & was transferred to Margaret who said she listened to our 1st call & I did not cancel. I requested to hear the recording because we did cancel, she said that we could not because of company policy, nor would she provide a transcript. We recorded 2 calls where we were asked to cancel & got assurances that our program was stopped & payments, but provided no evidence until the 4th call when for the 1st time Margaret said we had to complete notarized statement to discontinue program/payments. They lied about canceling the program, about stopping the auto payments and never provided information about completing a notarized statement to discontinue the program. They did not tell us that in any call until 14 May when we demanded proof, an email, that is 1st time we were told requirements for a notarized statement was required for stopping participation in the program. These are practices of this unethical company. Ask to hear my phone calls & you will see the truth, compare with my recordings. You will see that the customer service people & supervisors were intentionally deceptive & provided incomplete information about canceling.
Endurance Warranty Services Response
• Jun 15, 2020
On 3/2, Ms. contacted Endurance regarding her contract. She did not believe that suspension components were eligible and wanted to remove the contract. After speaking with a representative who clarified that suspension components are eligible, Ms. agreed to review the contract. After this conversation, Endurance was under the impression that the ***s were continuing their contract.
On 5/14, the ***s contacted Endurance to cancel the contract, stating that they had canceled the contract on the 3/2 phone call. An Endurance representative canceled the contract at that time and sent a cancellation form for the information necessary to provide a pro-rata refund. The account was then forwarded to management.After management review, although it was not clear at the end of the 3/2 call if the ***s still wanted to cancel, in the interest of customer service, Endurance provided a full refund.
Customer Response
• Jun 19, 2020
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 14363088, and find that this resolution is satisfactory to me.
I followed the guidelines in the membership Service Warranty Contract regarding how to file a claim. My car broke down, got it towed to a local mechanic in Sierra Vista, Az., mechanic diagnostic was that the water pump was bad. I called in the claim on May 4th, 2020. On the first call, May 4th, 2020 - they denied the claim stating that the water pump was not covered. I called back and told them to look on page 4 of 21 of Vehicle Service Contract which states and is written/ typed that the water pump is covered. The agent then said the part was eligible but they would need further diagnostic. The mechanic gave them further diagnostic today, May 6th, 2020 stating that the water pump has indeed failed and even requested Endurance to send out an inspector and also offered to send photos to Endurance. Now they are denying the claim stating that the contract doesn't cover leaks or seals. This is not a leak or seal issue, this is a water pump issue that was the primary cause of the car not operating/ functioning properly. Now they are trying to imply that a leak caused the water pump to fail. The Mechanic clearly stated that was not the case. He emphasized that the water pump is bad, period. They are breaching their contract by not covering the part, Water Pump, which is listed under the Service Warranty Contract. This contract is still valid for another year and 30,000 miles. I've asked to speak to a Supervisor and have yet to receive any communication from them via email or follow up phone calls. Due to them denying and breaching the contract of not covering the water pump that is listed under parts that are covered, I had to pay the car repair shop the cost of service and parts which totaled $1012.00. This cost should have been covered under the Service Warranty Contract which I purchased and have paid in full.
Endurance Warranty Services Response
• Jun 15, 2020
On 5/4, Mr. P repair facility contacted Endurance and reported a failure to the water pump. The repair facility reported that the water pump was leaking from the weep hole, indicative of a worn bearing. As Mr. P contract does not cover failures due to wear and tear, the claim could not be authorized.
Subsequent to the declined repair, Mr. P disputed the repair facility's findings. Mr. P was advised that with his authorization, the repair facility could perform additional diagnosis, but that he would be responsible for the additional diagnosis if the claim did not become authorized. It was made clear that an eligible part could have either a covered or a non-covered cause of failure.
After removing the timing cover, the repair facility found that the water pump was leaking, and was leaking from the water pump gasket. As the contract has no coverage for seals and gaskets, the repair could not be authorized.
Endurance will always follow the contract terms and conditions to assure that each claim is administered properly. In most cases, such as Mr. P previous $706 fuel pump claim, the repairs are authorized and paid by Endurance. In some cases, such as the water pump claim, the failure does not meet the contract conditions for authorization.
Although the claim could not be covered, a Manager from Endurance has called the consumer to try to provide a better understanding and to determine if there's other assistance Endurance can provide. The Manager left a voicemail and will continue to attempt contact. The consumer may contact this Manager, Ali, at 866-***.
Customer Response
• Jun 20, 2020
Complaint: 14342172
I am rejecting this response because:
The responses from Endurance are false and inaccurate statements. The repair facility, *** in Sierra Vista, Az., called and reported the water pump was bad from the initial diagnostic they did. Again, from that first call, Endurance declared that the water pump isn't covered. Which was false because it states on page 4 of the contract that the Water Pump is indeed covered. Please see attachment labeled, Screen Shot 2020-06-20, from the contract, page 4.I called and spoke with a representative to look at page 4, she did and then she said she had to speak with a supervisor and would get back to me. She never did. We called back then Endurance initiated a false claim stating that the mechanic said there was a leak from a weep hole so the part will not be covered. I called back with the mechanic a 3rd time and spoke to another representative, this time, they said that the water pump was covered.
Where in the contract does it say that parts due to wear and tear are not covered? That’s the whole reason why people buy car warranties. That’s the purpose of an extended car warranty. If that was the case, why would anyone buy a car warranty? Why would Endurance run ads stating that your parts are going to break down and your insurance won’t cover it, but Insurance + Endurance = Protection? False advertising.
Here’s another false statement. Endurance writes that they have called and left a voicemail. False statement. It’s June 20, 2020 and I have yet to receive any calls, or voicemails from them. The only response I have had from them is through this interaction here on the Revdex.com messaging. Endurance writes, “In most cases, such as Mr. P previous $706 fuel pump claim, the repairs are authorized and paid by Endurance. Thank you for honoring the fuel pump claim, due to wear and tear, with no questions asked. However, the fuel pump, just like the water pump, is listed under covered parts in the contract.
I understand that at this point, Endurance will do all they can to not honor the water pump claim. As a Select Premiere Member I’m truly disappointed with Endurance. They are in breach of contract and I will pursue further legal action necessary.
Sincerely,
Frank P
Endurance Warranty Services Response
• Jun 29, 2020
Upon review of the recorded claim call, Mr.P*** repair facility stated that the failure to the eligible component is indicative of a worn bearing. Unfortunately, failures due to wear and tear are not eligible under Mr. P vehicle service contract.
"Please be advised, the consumer’s contract defines a breakdown as:
“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 consumer’s water pump failed due to a worn part and not a mechanical defect, it could not be authorized under this contract.
As the consumer's contract covers electrical and mechanical components failures but does not cover wear and tear failures, the claim was declined. Please be advised, not every cause of failure is due to wear and tear. Endurance bases its claim decisions on evidence as reported by the repair facility and will cover any failure as specified in each consumer's contract. Unfortunately, this particular cause of failure for this particular consumer could not be covered.
An Endurance Manager has attempted to contact the customer numerous times throughout the week and left several messages. The consumer may contact this Manager, Ali, at 866-*** 9am-5pm CST.
Endurance regrets the fact that the cause of failure on the consumer's claim is not eligible under the consumer's binding contract terms.
Endurance apologizes for the frustration that this has caused the consumer and is committed to the highest level of customer satisfaction. At this time, the consumer’s contract is active and eligible for future claims.
I purchased this car warranty to provide ease of mind in case something happens to my car. In February 2020 my transmission went out in my car. Ever since day one this company has been an absolute nightmare to work with. Its been almost 3 months and I still do not have my car repaired. They first initiated that my piston was broke and I was continuing to drive on it and that is why my transmission went out. The repair shop disputed with them that their allegations were impossible. You cannot drive a car with a broken piston. Once they finally came to terms that their accusations are bogus they then ordered three more thorough inspections where they made the auto repair shop tear apart my transmission. The inspector could not find any fault with why my transmission went out. They then requested I submit my maintenance receipts, which I have kept up on maintenance and submitted the documents. Here we are into almost May and my car is still tore apart behind the auto repair shop, so I called to check on my claim and they are saying they denied my claim because I do not have receipts for transmission flushes therefore I did not maintain my car properly which caused the issue. I contacted Ford whom searched my car via VIN number and they stated I am not due for my first flush until 150k miles. Which I am only at 101k. I submitted the forms I received from Ford to Endurance and they still are claiming I needed the flushes and will not cover it. They said it states in my owners manual, which I went through and it also states 150k miles unless I use my car to tow things then its 30k miles. My car isn't even equipped with a tow package or a trailer hitch. I am extremely frustrated not only am I going to be out the transmission money but also the money I paid for the warranty and what I have been paying for in rental cars since February because they keep dragging their feet and I had no other option for transportation besides pay to pay for a rental
Endurance Warranty Services Response
• Jun 15, 2020
As part of the normal claims process, Endurance will request maintenance documentation to verify that the consumer has met manufacturer's maintenance requirements. During the consumer's claim, Endurance requested transmission maintenance documents for a 30k mile interval. This interval is the severe use interval found in the manual. The consumer's driving habits do not require the severe maintenance interval and this was requested in error. After Endurance noticed the error, the claim was authorized and paid by Endurance in the amount of $3,839.89. Endurance apologizes for the confusion and any delay this has caused to the consumer.
So last year May I purchased a policy from this company and was told anything that makes my car not work properly as far as my engine, transmission, turbo and etc. would be covered. Fast forward to the 11th month of my policy my turbo is giving me problem. I called Endurance twice before filling a claim and spoke to two different representative which both stated that my turbo is covered under my plan. Since I found out it is covered I proceed to filling a claim. I took my car to VW b/c I have a 2009 VW passat. The guy that inspect my car stated the reason for my turbo not working properly is because the waste gate actuator which is also a part of the turbo is spacing which is causing my turbo to not receive the amount of boost it needs to work properly. my contract states under listed components covered that the Turbocharger/Supercharger housing and all internal lubricated parts. Housing is only covered if damaged by Breakdown of a Covered Part. I spoke to several representatives of Endurance which all calls are recorded and all stated that housing is defined as the part that holds the Turbo. Now the part of my turbo that is messed up is a part of housing. However, my claim was still denied. Moving forward to the part of my contract that states what is not covered and no where in the not covered section does it state that part specifically. And going through the contract, the parts that are in the not covered section are parts you can purchase separately. My turbo is one piece, I CANNOT purchase the waste gate actuator without getting the entire Turbo itself. My problem that I am having is that sales representative from Endurance told me that the waste gate actuator is covered under my policy b/c it is a part of the housing. Now, his superior stated although the waste gate actuator is a part of the housing but it is not covered. So there is a discrepancy.
Endurance Warranty Services Response
• Jun 02, 2020
Endurance resolved this matter with the consumer on 5/1/20.
Customer service was very polite respectful and very helpful I would recommend friends and family to Endurance
Chelsea was very helpful she was able to answer all my questions and resolved the problem.
Situation was handled great. Thank you very much for the outstanding service.
BEST CUSTOMER SERVICE .. ALWAYS THERE TO HELP.. VERY PROFESSIONAL AND FRIENDLY I LOVE MY AUTO WATRANTY GIVES ME PEACE OF MIND
Hi I talked to Joe King & his customer service is excellent I would give him a 5-star rating and he's a keeper as far as I'm concerned so keep up the good work with your customer service and you'll go far Joe's a good guy thank you bye
I was assisted by Robert, James and Fransisco. All three gentlemen were very helpful and took their time explaining the policy to me. It made my experience an enjoyable and easy one.
Thank you to all three!!
Shelley
Great service and very very good customer service she took care of me right away with no sales
My policy number is: EVPN2086010. Please let me know whom should I file a formal complaint about my harrowing claim experience I had with you. Also let me know how can I terminate my policy.
I called you before I gave Sewell of BMW authorization to replace my tire and then only I gave them consent. Even Sewell called and verified and told me that my tire replacement is covered with this Endurance. I paid 250+ dollars for the tire and yesterday I finally received 125$ check. Call to Endurance you simply decline any responsibility saying this is outsourced to Third party Axiom who handles this tire coverage. A call to Axiom confirmed that Endurance product specifies a max cost of 125$ per tire, then Why didnot you even disclose these details before hand while I havenot requested Sewell to replace my tire?
I emailed you several times to change my address to 6836 Prompton Bnd, Irving, Texas and send me policy documents which I never received.
So in these tough financial times also I am surprised at your shady business policy.
I wouldnot have took the tire replacement, had I known before that there is a catch ( or trick) and that the maximum covered is 125$. Not definitely in these financial hardship times. I am counting my days in job and I even paid off my Endurance policy and Auto payments completely thinking situation will be very bleak and now I felt ripped off completely.
On 6/17/20 Endurance's Customer Service Manager reached out to Mr. Bandhakavi. Mr. Bandhakavi mentioned that on 6/3/20 his issue was resolved to his satisfaction. We appreciate his cooperation and are committed to the highest level of customer service.
Endurance is a friendly company and they are very helpful. I’ve had to use them on two of my vehicles and they saved me lots of time and money.
Very courteous, friendly, and explained very well. And made sure I understood the plan.
The young lady I worked with to sign on for this contract extension was very pleasant and seemed excellent, however, I just received some paperwork with errors on it (misspelled name, login/password that the system wouldn't accept) alongwith a bill which was supposed to be charged monthly to my credit card. When I couldn't sign on to the website, I called the 1-800 number and the woman who answered after a long online wait, transferred me back to the computer wherein I was cut off. On calling the 2nd time, I was fortunate to work with a very professional and pleasant man, Dayne, who was extremely helpful and who submitted requests to the appropriate parts of MEPCO to have the name and email corrected (yes, that had been messed up by the young lady I dealt with initially), and to fix the billing to my credit card. He made sure that the information I gave him was correct, repeating everything back to me and he is the reason I did not just cancel this contract, which I was indeed thinking of doing after all these mess ups. If, in future, I am able to work with people as competent as Dayne, I will remain a happy customer.
Tabatha with Claims was wonderful and helped me quickly and efficiently. I highly recommend endurance auto insurance, their claims department, and the whole company.
great customer service. I am waiting for a answer on a claim. So far so good.
I purchased this contract about 30 days ago and over 1000 miles. I was told that I cannot get my car fixed because I did not purchase the policy at a certain time!
On 4/30/20 Mr. Davis purchased an Endurance Policy.
On 6/1/20 Hollywood Chrysler/Jeep contacted the Endurance Claims Department to file a claim.
Mr. Davis’s repair facility Hollywood Chrysler/Jeep reported a failure to the A/C compressor. As part of the normal claims process, Endurance acquired a vehicle history report. The vehicle history report showed that the vehicle was at Pepboys of Hollywood on 5/7/20 with a reported problem involving an A/C leak check. The claim was subsequently declined as the failure happened within the waiting period and deemed pre-existing.
Endurance apologizes for the frustration that this has caused the consumer and is committed to the highest level of customer satisfaction. In the interest of customer service, Endurance has agreed to issue a full refund to the consumer. A manager from Endurance made contact with the consumer to inform him of the resolution and the consumer indicated his satisfaction with the result. Endurance appreciates the consumer's cooperation in determining a mutually beneficial resolution.
My BMW 2015 X6, broke down, I immediately pulled over and called to get car told, because it was Sunday had car towed to my house. I contacted Endurance and told them car had broken down and is there any particular facility I needed to take my car too, the replied as long as facility was ASE certified. I had car towed to BMW dealership. The repair facility assessed the issue and reported that my drive shaft malfunctioned and caused a crack in transmission case and also in transmission. I reviewed contract (Secure Plus) to make sure the part causing issue was covered (drive shaft), which in turn makes the transmission and transmission case to be covered. I gave repair facility claim number to call to start claim. Repair facility notified me that they made contact and Endurance would send out an adjustor within 24 hours. After few days I called Endurance and they said they needed to talk to repair facility to review adjustors findings. I then called repair facility and asked that they please call Endurance so they could review findings. The next day I received text from repair facility saying the they approved claim for drive shaft, but denied for transmission case and transmission. I then called Endurance requesting that they explain denial and to forward me report from adjustor. Claim was denied because of "Continued Operation (driving with a faulty part)", they claim my universal joint (which by the way is also covered under contract) was worn and it was so worn I had to be driving with it warn for some time. They or I had no way of knowing when or how U-joint had worn. My car was serviced and had no mention of warn U joint. I requested to talk to supervisor, I expressed that their explanation makes no sense, he eventually pointed to section B. Filing a breakdown claim. Saying that because I continued to drive with a faulty U-joint, I disputed that saying, there was no evidence of me driving with a faulty U-joint, therefore that does not apply.
Upon receiving this complaint a Manager from Endurance reached out to Mr. Summers and offered him a full refund, Mr. Summers accepted. In addition, Endurance will assist the consumer with sourcing less expensive parts and locating a repair facility with a lower labor rate in an attempt to assist the consumer in decreasing the out of pocket cost of the repair. Endurance appreciates the consumer's cooperation in determining a mutually beneficial resolution.
I was sold a warranty under a stipulation of auto repair of various kinds being paid by Endurance as long as I wait 30 days and 1000 miles after the initial purchase date of the warranty. I met those requirements. I had used my air conditioning in my car for the first time since last October. It was functioning fine in October but when I went to use it this past week, May 2020, I was told by the company and the administrator/adjuster
that my malfunctioning air conditioner was a preexisting condition that cannot be paid for. The adjuster said the condenser fail occurs over a long period of time and thus the air conditioning malfunction occurred while the car was not under warranty. I purchased the warranty in the winter months. I have been left with an out of pocket to pay to the dealership and no air conditioning while I have 2 children to drive with no air conditioning. The company did not state any such technicality when they aggressively sold the warranty. They are are fraudulent and turn down claims based on opinions rather than facts. I am left very dissatisfied at how clearly the sales department lied about coverage to close the deal. The adjuster did not call me to even mention that the claim was denied. I had to call 6 times to get a person on the phone and each time I was put on long holds.
Please be advised, Endurance is the selling agent of this contract. The administrator/obligor is National Administrative Service Co. (NASC). This means that Endurance handles the Marketing and Sales of the contract and NASC is responsible for the administration (approval or denial) of claims. Endurance is not involved whatsoever in claim decisions.
On 5/14/20, a representative from Koons Ford of Baltimore contacted NASC’s Claims Department and reported a failure to the vehicle's A/C Compressor. NASC then denied the claim as a pre-existing condition based on their conversation with Mr. Khan, Mr. Khan bought the policy 3 months after the issue began.As the selling agent, Endurance reached out to NASC for more information on the claim. NASC reported that one of their claims representatives had a conversation with the customer on 5/15/20 at 1:11 pm, where the customer stated that the issue had been occurring shortly after October. Please note, these are the statements of NASC and not Endurance.
NASC would not revisit the claim and upheld the denial.
Although Endurance cannot overturn NASC's claim decision, in the interest of customer service, Endurance will be providing a full refund to Mr. Khan.
Complaint: 14366400
I am rejecting this response because:
A gentleman from the organization called and claimed to issue me a refund after I sign off on a form. I never received the form and there were no further calls from them. I’m still waiting for the form to complete that will apparently get me a refund.
Sincerely,
S.f. Khan
We signed up for a program but canceled within the given time to get our initial payment returned. Two Master Card bills later indicated "Pay-Link" was taking automatic payments for the program that we were assured was canceled by Tony on 16 Mar. On subsequent calls to the company, we were assured again that the program/auto-payments were canceled, but had to wait until Margaret reviewed the 16 Mar call to determine if we had canceled or not. We called 20 Apr, 5 May and 14 May to find out that Tony didn't cancel the program, Margaret did not stop auto payments on 20 Apr, Nick on 5 May did not stop payments or provide cancelation numbers - he said they do it in the system & there are no cancelation numbers. on 14 May we were told again that Pay-link was stopped, but they sent us an email later saying payment was due by 18 May. We called & was transferred to Margaret who said she listened to our 1st call & I did not cancel. I requested to hear the recording because we did cancel, she said that we could not because of company policy, nor would she provide a transcript. We recorded 2 calls where we were asked to cancel & got assurances that our program was stopped & payments, but provided no evidence until the 4th call when for the 1st time Margaret said we had to complete notarized statement to discontinue program/payments. They lied about canceling the program, about stopping the auto payments and never provided information about completing a notarized statement to discontinue the program. They did not tell us that in any call until 14 May when we demanded proof, an email, that is 1st time we were told requirements for a notarized statement was required for stopping participation in the program. These are practices of this unethical company. Ask to hear my phone calls & you will see the truth, compare with my recordings. You will see that the customer service people & supervisors were intentionally deceptive & provided incomplete information about canceling.
On 3/2, Ms. contacted Endurance regarding her contract. She did not believe that suspension components were eligible and wanted to remove the contract. After speaking with a representative who clarified that suspension components are eligible, Ms. agreed to review the contract. After this conversation, Endurance was under the impression that the ***s were continuing their contract.
On 5/14, the ***s contacted Endurance to cancel the contract, stating that they had canceled the contract on the 3/2 phone call. An Endurance representative canceled the contract at that time and sent a cancellation form for the information necessary to provide a pro-rata refund. The account was then forwarded to management.After management review, although it was not clear at the end of the 3/2 call if the ***s still wanted to cancel, in the interest of customer service, Endurance provided a full refund.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 14363088, and find that this resolution is satisfactory to me.
Sincerely,
Carl
I followed the guidelines in the membership Service Warranty Contract regarding how to file a claim. My car broke down, got it towed to a local mechanic in Sierra Vista, Az., mechanic diagnostic was that the water pump was bad. I called in the claim on May 4th, 2020. On the first call, May 4th, 2020 - they denied the claim stating that the water pump was not covered. I called back and told them to look on page 4 of 21 of Vehicle Service Contract which states and is written/ typed that the water pump is covered. The agent then said the part was eligible but they would need further diagnostic. The mechanic gave them further diagnostic today, May 6th, 2020 stating that the water pump has indeed failed and even requested Endurance to send out an inspector and also offered to send photos to Endurance. Now they are denying the claim stating that the contract doesn't cover leaks or seals. This is not a leak or seal issue, this is a water pump issue that was the primary cause of the car not operating/ functioning properly. Now they are trying to imply that a leak caused the water pump to fail. The Mechanic clearly stated that was not the case. He emphasized that the water pump is bad, period. They are breaching their contract by not covering the part, Water Pump, which is listed under the Service Warranty Contract. This contract is still valid for another year and 30,000 miles. I've asked to speak to a Supervisor and have yet to receive any communication from them via email or follow up phone calls. Due to them denying and breaching the contract of not covering the water pump that is listed under parts that are covered, I had to pay the car repair shop the cost of service and parts which totaled $1012.00. This cost should have been covered under the Service Warranty Contract which I purchased and have paid in full.
On 5/4, Mr. P repair facility contacted Endurance and reported a failure to the water pump. The repair facility reported that the water pump was leaking from the weep hole, indicative of a worn bearing. As Mr. P contract does not cover failures due to wear and tear, the claim could not be authorized.
Subsequent to the declined repair, Mr. P disputed the repair facility's findings. Mr. P was advised that with his authorization, the repair facility could perform additional diagnosis, but that he would be responsible for the additional diagnosis if the claim did not become authorized. It was made clear that an eligible part could have either a covered or a non-covered cause of failure.
After removing the timing cover, the repair facility found that the water pump was leaking, and was leaking from the water pump gasket. As the contract has no coverage for seals and gaskets, the repair could not be authorized.
Endurance will always follow the contract terms and conditions to assure that each claim is administered properly. In most cases, such as Mr. P previous $706 fuel pump claim, the repairs are authorized and paid by Endurance. In some cases, such as the water pump claim, the failure does not meet the contract conditions for authorization.
Although the claim could not be covered, a Manager from Endurance has called the consumer to try to provide a better understanding and to determine if there's other assistance Endurance can provide. The Manager left a voicemail and will continue to attempt contact. The consumer may contact this Manager, Ali, at 866-***.
Complaint: 14342172
I am rejecting this response because:
The responses from Endurance are false and inaccurate statements. The repair facility, *** in Sierra Vista, Az., called and reported the water pump was bad from the initial diagnostic they did. Again, from that first call, Endurance declared that the water pump isn't covered. Which was false because it states on page 4 of the contract that the Water Pump is indeed covered. Please see attachment labeled, Screen Shot 2020-06-20, from the contract, page 4.I called and spoke with a representative to look at page 4, she did and then she said she had to speak with a supervisor and would get back to me. She never did. We called back then Endurance initiated a false claim stating that the mechanic said there was a leak from a weep hole so the part will not be covered. I called back with the mechanic a 3rd time and spoke to another representative, this time, they said that the water pump was covered.
Where in the contract does it say that parts due to wear and tear are not covered? That’s the whole reason why people buy car warranties. That’s the purpose of an extended car warranty. If that was the case, why would anyone buy a car warranty? Why would Endurance run ads stating that your parts are going to break down and your insurance won’t cover it, but Insurance + Endurance = Protection? False advertising.
Here’s another false statement. Endurance writes that they have called and left a voicemail. False statement. It’s June 20, 2020 and I have yet to receive any calls, or voicemails from them. The only response I have had from them is through this interaction here on the Revdex.com messaging. Endurance writes, “In most cases, such as Mr. P previous $706 fuel pump claim, the repairs are authorized and paid by Endurance. Thank you for honoring the fuel pump claim, due to wear and tear, with no questions asked. However, the fuel pump, just like the water pump, is listed under covered parts in the contract.
I understand that at this point, Endurance will do all they can to not honor the water pump claim. As a Select Premiere Member I’m truly disappointed with Endurance. They are in breach of contract and I will pursue further legal action necessary.
Sincerely,
Frank P
Upon review of the recorded claim call, Mr.P*** repair facility stated that the failure to the eligible component is indicative of a worn bearing. Unfortunately, failures due to wear and tear are not eligible under Mr. P vehicle service contract.
"Please be advised, the consumer’s contract defines a breakdown as:
“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 consumer’s water pump failed due to a worn part and not a mechanical defect, it could not be authorized under this contract.
As the consumer's contract covers electrical and mechanical components failures but does not cover wear and tear failures, the claim was declined. Please be advised, not every cause of failure is due to wear and tear. Endurance bases its claim decisions on evidence as reported by the repair facility and will cover any failure as specified in each consumer's contract. Unfortunately, this particular cause of failure for this particular consumer could not be covered.
An Endurance Manager has attempted to contact the customer numerous times throughout the week and left several messages. The consumer may contact this Manager, Ali, at 866-*** 9am-5pm CST.
Endurance regrets the fact that the cause of failure on the consumer's claim is not eligible under the consumer's binding contract terms.
Endurance apologizes for the frustration that this has caused the consumer and is committed to the highest level of customer satisfaction. At this time, the consumer’s contract is active and eligible for future claims.
I purchased this car warranty to provide ease of mind in case something happens to my car. In February 2020 my transmission went out in my car. Ever since day one this company has been an absolute nightmare to work with. Its been almost 3 months and I still do not have my car repaired. They first initiated that my piston was broke and I was continuing to drive on it and that is why my transmission went out. The repair shop disputed with them that their allegations were impossible. You cannot drive a car with a broken piston. Once they finally came to terms that their accusations are bogus they then ordered three more thorough inspections where they made the auto repair shop tear apart my transmission. The inspector could not find any fault with why my transmission went out. They then requested I submit my maintenance receipts, which I have kept up on maintenance and submitted the documents. Here we are into almost May and my car is still tore apart behind the auto repair shop, so I called to check on my claim and they are saying they denied my claim because I do not have receipts for transmission flushes therefore I did not maintain my car properly which caused the issue. I contacted Ford whom searched my car via VIN number and they stated I am not due for my first flush until 150k miles. Which I am only at 101k. I submitted the forms I received from Ford to Endurance and they still are claiming I needed the flushes and will not cover it. They said it states in my owners manual, which I went through and it also states 150k miles unless I use my car to tow things then its 30k miles. My car isn't even equipped with a tow package or a trailer hitch. I am extremely frustrated not only am I going to be out the transmission money but also the money I paid for the warranty and what I have been paying for in rental cars since February because they keep dragging their feet and I had no other option for transportation besides pay to pay for a rental
As part of the normal claims process, Endurance will request maintenance documentation to verify that the consumer has met manufacturer's maintenance requirements. During the consumer's claim, Endurance requested transmission maintenance documents for a 30k mile interval. This interval is the severe use interval found in the manual. The consumer's driving habits do not require the severe maintenance interval and this was requested in error. After Endurance noticed the error, the claim was authorized and paid by Endurance in the amount of $3,839.89. Endurance apologizes for the confusion and any delay this has caused to the consumer.
So last year May I purchased a policy from this company and was told anything that makes my car not work properly as far as my engine, transmission, turbo and etc. would be covered. Fast forward to the 11th month of my policy my turbo is giving me problem. I called Endurance twice before filling a claim and spoke to two different representative which both stated that my turbo is covered under my plan. Since I found out it is covered I proceed to filling a claim. I took my car to VW b/c I have a 2009 VW passat. The guy that inspect my car stated the reason for my turbo not working properly is because the waste gate actuator which is also a part of the turbo is spacing which is causing my turbo to not receive the amount of boost it needs to work properly. my contract states under listed components covered that the Turbocharger/Supercharger housing and all internal lubricated parts. Housing is only covered if damaged by Breakdown of a Covered Part. I spoke to several representatives of Endurance which all calls are recorded and all stated that housing is defined as the part that holds the Turbo. Now the part of my turbo that is messed up is a part of housing. However, my claim was still denied. Moving forward to the part of my contract that states what is not covered and no where in the not covered section does it state that part specifically. And going through the contract, the parts that are in the not covered section are parts you can purchase separately. My turbo is one piece, I CANNOT purchase the waste gate actuator without getting the entire Turbo itself. My problem that I am having is that sales representative from Endurance told me that the waste gate actuator is covered under my policy b/c it is a part of the housing. Now, his superior stated although the waste gate actuator is a part of the housing but it is not covered. So there is a discrepancy.
Endurance resolved this matter with the consumer on 5/1/20.