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Business ProfileforEndurance Warranty Services, L.L.C.
Current Alerts For This Business
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.
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- 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.
- Consumers allege that their claims are being denied for various reasons such as:
As of 12/18/2023, the business has not alleviated the pattern of complaints.
Additional business information
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
At-a-glance
Overview
Products & Services
Business Details
This is a multi-location business.
- Location of This Business
- 400 Skokie Blvd, Northbrook, IL 60062-2816
- 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
- Related Businesses
- 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
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File a ComplaintMost Recent Customer Complaint
03/05/2024
- Complaint Type:
- Problems with Product/Service
- Status:
- Answered
Customer Reviews
3,390 Customer Reviews
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Most Recent Customer Review
Herbert N
03/15/2024
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