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          Find a Location

          Endurance Warranty Services, L.L.C. has 13 locations, listed below.

          *This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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            Business ProfileforEndurance Warranty Services, L.L.C.

            Auto Warranty Plans
            Multi Location Business

            Current Alerts For This Business

            Pattern of Complaint:

            BBB files indicate that this business has a pattern of complaints. On 12/2/2022, BBB submitted a written request to the company encouraging them to address the pattern of complaints. As of 12/9/2022, BBB has received a sufficient response from the business who is actively working on the patterns below with the actions included. 

              • Consumers allege that their claims are being denied for various reasons such as:
                               Endurance understands that an informed customer is a satisfied customer and will continue to educate our present and future customers before, during, and after purchasing a contract. Endurance must comply with the terms and conditions of the contract, which specify when breakdowns are either authorized or excluded. Endurance created the Claims Customer Service ("CCS") team as a sub-unit of our Customer Service Department specifically devoted to our customers' questions regarding claims. The CCS team undergoes in-depth training with our Claims Department in addition to our standard thorough Customer Service Department training to be best positioned to inform and assist our customers.

                • Mile discrepancy between what the consumer told EWS vs Carfax
                  Endurance relies on self-reported information from consumers to properly qualify vehicles. A claim may be suspended or rejected if this information contradicts the vehicle's history report. Endurance is actively reviewing a product from Carfax that can be run at the time of sale. This report would show the vehicle’s last known mileage and any title brands, allowing any conflicts to be resolved before purchase. Endurance expects to complete its product review at the beginning of 2023 and if approved, it will expedite implementation.

                • Repair not covered under contract even though the contract states that it is covered
                  Contract terms may exclude coverage for listed components under certain conditions (ex. rusted parts). Endurance understands the confusion that results from these circumstances and has trained its Customer Service and Retention agents to adequately explain the circumstances. In September, the Endurance CCC team members received continuing education training specific to this exclusion, including an online training module and virtual classes with the CCS manager.

                • Company claims issues were “pre-existing conditions”
                  Each contract sold by Endurance includes a waiting period which may vary depending on each contract, most frequently consisting of 30 days and 1000 miles from the date and mileage at the time of sale. Both the time and mileage requirements must be completed before any new component failure is eligible. Endurance’s Sales team ensures that each consumer is notified of the waiting period and asked about pre-existing conditions before any transaction. If a claim is excluded as pre-existing, our Customer Service, Retention, and CCS teams have been equipped with several tools that leverage our industry experience to the consumer’s benefit. Endurance agents will assist in sourcing parts and locating partner repair facilities to decrease a consumer’s out-of-pocket cost. CCS team members may review a consumer’s estimate and provide role-limited advice on line items when possible. In August, CCS team members continued education training for the “soft skills” to best assist customers, including those with pre-existing breakdowns. In mid-December, the CCS team will undergo continuing education training via online training and virtual classes with the CCS manager to further develop their approach regarding pre-existing conditions.

              • Consumers allege long delays with inspection in order to authorize repairs
                Endurance works with several third-party inspection companies to perform inspections nationwide. Endurance requires an SLA from the inspection services that each inspection is performed within 2 business days of the request. While most inspections are performed within 2 business days, certain factors like extreme weather may occasionally produce delays.

              Endurance launched a virtual inspection program in October to reduce reliance on third parties. This program allows participating repair facilities to perform the inspection using an online form provided by Endurance. When completed, the form will upload the report directly to Endurance. The report includes claim-specific instructions for the repair facility to ensure that all necessary information and photographs are captured.

              • Consumers allege that they have difficulty cancelling their plan/contract
                Endurance has found that complaints typically concern availability of agents when a consumer wants to cancel. To that end, the plan of action under “lack of communication” (see below) serves as the response to the cancellation concerns as well.

              • Poor customer service overall due to lack of communication or unable to reach anyone at the company
                Due to high consumer interest in Endurance’s services, Endurance is receiving unprecedented call volume. Our Customer Service, Claims, Account Retention, and Billing departments have hired additional staff in Q3 and Q4. Most recently, Endurance hired 20 additional Account Retention Specialists and is exploring the possibility of additional seasonal staffing during our busiest times. Endurance has already seen a significant impact from up staffing the Account Retention Department. The average hold time has decreased from 19 minutes in October to 13 minutes in November and continues to fall.

            As of 12/18/2023, the business has not alleviated the pattern of complaints.

            Additional business information

            Additional Info:
            Prior to filing a complaint with the Better Business Bureau, Endurance Warranty Services, LLC requests that you contact them to open a helpdesk ticket.  Please visit EWS Helpdesk to contact the business directly or for immediate assistance to resolve your issue, please call us at (877) 284-8174.
            Government Actions:
            Government Action: BBB reports on known government actions involving business’ marketplace conduct:
            Oregon Department of Justice/Endurance Warranty Services LLC - Assurance of Voluntary Compliance

            Following an investigation, The Oregon Department of Justice entered into an Assurance of Voluntary Compliance (a settlement) with Endurance Warranty Services LLC on 12/28/2022.  The settlement includes $550,000 in fines, requires an independent review process for all advertising direct toward Oregon residents, and bans Endurance from making unwanted phone solicitations in Oregon for the next five years. For more details, click here

            See all additional business information

            At-a-glance

            Customer Reviews

            3.59/5stars

            Average of 3,390 Customer Reviews

            Customer Complaints

            2,574 complaints closed in last 3 years

            1,284 complaints closed in last 12 months

            Customer Reviews are not used in the calculation of BBB Rating

            Reasons for BBB Rating

            Overview

            Endurance is a provider of vehicle service contracts, commonly referred to as "extended auto warranties", which provide repair coverage for your vehicle after the manufacturer’s car warranty expires.

            Products & Services

            Vehicle Service Contracts, Auto Warranty Plans, Auto Warranty Services, Auto Warranty Processing, Extended Warranty Contract Service Companies

            Business Details

            This is a multi-location business.

            Find a Location

            Endurance Warranty Services, L.L.C. has 13 locations, listed below.

            *This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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              Please enter a valid location.
              BBB File Opened:
              3/14/2007
              Years in Business:
              18
              Business Started:
              3/1/2006
              Business Started Locally:
              3/1/2006
              Business Incorporated:
              5/5/2006
              Type of Entity:
              Limited Liability Company (LLC)
              Number of Employees:
              400
              Alternate Business Name
              • Endurance Wrnty
              • EWS
              • Endurance Direct
              Business Management
              • Mr. Justin Thomas, CEO
              • Mr. Nate Cizek, COO
              Contact Information

              Principal

              • Mr. Nate Cizek, COO

              Customer Contact

              • Mr. Arshad Ali, Resolutions Manager
              Additional Contact Information

              Website Addresses

              Customer Complaints

              2,574 Customer Complaints

              Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews

              File a Complaint

              Most Recent Customer Complaint

              03/05/2024

              Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              This issue involves a dispute between an extended warranty company and their deceptive practices to not pay when damage occurs. On Jan. 25th I was driving when the Drive Shaft in my 2015 *** X5 broke at the **Joint and fell on the ground. It also damaged the *** pan and engine cover. We filed with the Extended Warranty company to recover the approx. $3,000 repair cost. Endurance only authorized $660.They claimed the Drive Shaft was covered at a re-manufactured level at their discretion and the Oil ************ Cover were not covered as they were damaged by continued driving (not possible).Their contract does state coverage of these parts and labor as a "Breakdown" in their list covered parts. But their disclaimer hidden in the contract says that they can pay for the drive shaft at the **** non-original equipment, re-manufactured, or used parts level at the administrators discretion and that the damage caused by the drive shaft ************ *** pan and engine cover was consequential (not as original stated as continued driving) and therefore not covered.The two pans were approximately $700, the used **** price of the Drive Axel was $1,373 versus used part of $393.Their Resolutions Specialist called me and offered $250 for me to sign a waiver. I told him I would settle for $1,000 which is the difference between the **** price for the Drive Shaft (what the repair shop charged to fix the car) and the refurbished part they want me to use. And nothing for the two pans. He basically shouted that I was being dishonest and refused. I told him I would not put my wife in a car where a refurbished axle could break at 70mph.Basically they have a difficult contract that we paid $4,600 for never used and then when we had an accident they rely on language that is debateable to not pay or pay about 20% of. People should be warned that if they read every word of this contract and understand what they say will not pay them if they needed it THEY SHOULD NOT BUY IT!!
              Read More

              Customer Reviews

              3,390 Customer Reviews

              What do you think? Share your review.

              How BBB Processes Complaints and Reviews

              Start a Review

              Most Recent Customer Review

              Herbert N

              03/15/2024

              The company is fill of it they use technicality to not to cover your plan you pay $100-$150 a month and when you need to use your plan it falls down to Technical things its just a waste of money my car had an issue with the radiator 2 1/2 weeks are so after I got my plan so brought it to the dealer to look at it and on my way to the dealer a warning light came on the dash so while it was going to be at the shop I got them to look at the cause for the light so I got my plan so I can use it and I started to read the fine print so I can get the rack/steering fix and it said to wait 1000 mile and 30 days before you can use it I was pass the 1000 mile when the car had the issue with the rack/steering I needed to wait about 8 days to be at the 30 days **** so i dropped it off at the ***** dealer and they called the warranty company and the Endurance brought up when the car was at Mossy for the radiator so Endurance said the rack/steering issue was preexisting and did not cover to repair just cause Mossy look at my car, so why pay for something thats not helping you, those third-party warranties stay away from.

              Local BBB

              BBB of Chicago & Northern Illinois

              BBB Reports On

              BBB reports on known marketplace practices.

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