Find us on Google+

BBB Business Review

Text Sizesmall medium large

BBB Accredited Business since

Endurance Warranty Services, L.L.C.

Phone: (866) 432-4443 Fax: (866) 728-2103 400 Skokie Blvd Ste 105, Northbrook, IL 60062 View Additional Email Addresses http://www.endurancewarranty.com



BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

Vehicle Protection, also known as Extended Auto Warranty


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Endurance Warranty Services, L.L.C. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Endurance Warranty Services, L.L.C. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 212 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

212 complaints closed with BBB in last 3 years | 65 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 34
Billing/Collection Issues 9
Delivery Issues 18
Guarantee/Warranty Issues 19
Problems with Product/Service 132
Total Closed Complaints 212

Additional Complaint Information

The BBB, with the cooperation of Endurance Warranty Services, has found that a pattern of consumer allegations have arisen.

In their complaints, consumers allege that:

Endurance Warranty Services refuses to honor contracts and pay for consumers’ claims. Some of these consumers then attempted to cancel their policies, but did not receive a refund.

The business responds to consumers stating that their complaints should be directed to the obligor/administrator of the contract, with the majority of responses mentioning Interstate National Dealer Services (INDS).

On January 07, 2016 Endurance Warranty Services informed the BBB of the following procedures they have in place to assist consumers with these concerns:

Endurance Warranty Services states that Endurance Dealer Services (EDS) is rolling out a high mileage plan within the next two weeks.

As far as cancellation of policies, Endurance Warranty Services claims all references in the INDS contract regarding cancellation of the contract instruct the customer to contact the Administrator (INDS).

Lastly, in order to ease any consumer frustration with waiting on their refund, for any INDS contract denial where the customer wants to cancel the contract, Endurance will refund the customer within 5 business days and wait for reimbursement to Endurance from INDS.

Per an April 8, 2016 review of newly closed complaints, the BBB found that although Endurance Warranty Services provided procedures detailing how they intended to address consumer concerns, the pattern of consumer allegations has continued. The BBB will continue to monitor complaints against the business.

 

***Endurance Warranty Services met with the Better Business Bureau July 11, 2016*** The business provided additions to the current procedures to help alleviate the pattern of consumer allegations.  The BBB has determined that the business is making a good faith effort in resolving the underlying concerns by implementing updated customer experience practices, including, but not limited to:

 

- Additional Customer Service Department Hours - EWS offers customer support via phone Monday - Friday 9:00am - 5:00pm CST and has recently added Saturday customer support hours 11:00am  3:00pm CST

 

- Implemented an online Helpdesk to provide expedient support and resolution to questions and concerns

 

- Internal Call Quality Control Procedures


The BBB will continue to work with and monitor EWS to ensure these new methodologies are followed.  The business is proactively working to meet the BBB Code of Business Practices agreed upon as an Accredited Business.

 

 

 

 

Customer Reviews Summary Read customer reviews

520 Customer Reviews on Endurance Warranty Services, L.L.C.
Customer Experience Total Customer Reviews
Positive Experience 471
Neutral Experience 15
Negative Experience 34
Total Customer Reviews 520

Additional Information

BBB file opened: March 14, 2007 Business started: 03/01/2006 in IL Business started locally: 03/01/2006 Business incorporated 05/05/2006 in IL
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Paul Chernawsky, CEO Mr. Jordan Batt, President Mr. Jay Woodson, Director of Sales
Contact Information
Principal: Mr. Paul Chernawsky, CEO
Business Category

Auto Warranty Processing Service Auto Warranty Service Auto Warranty Plans Extended Warranty Contract Service Companies Other Direct Insurance (except Life, Health, and Medical) Carriers (NAICS: 524128)

Alternate Business Names
Endurance Direct EWS
Additional Information

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.


Customer Review Rating plus BBB Rating Summary

Endurance Warranty Services, L.L.C. has received 4.89 out of 5 stars based on 520 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview
X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.