Complaints

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• Initial Complaint

  Date:14/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have held this warranty for 1 year now, have not made a claim against it.
  I was directed by Ensurall to ******** Service Centre (Kitchener) to complete a 108 point inspection prior to warranty coverage acceptance from Ensurall. Upon initial inspection by ******** Auto, I was advised of an issue I needed to fix before Ensurall would accept my warranty request. I followed instruction per Ensurall and repaired what was outlined by ******** Auto. I submitted the repair receipt to Ensurall, which was accepted as completed and was advised by Ensurall that the warranty was now in place.
  Fast forward approx 4 months after warranty acceptance, my check engine light came on. I went through the process of trial and error to figure out the issue as the diagnostic code could be for a number of reasons, which I paid for, prior to final diagnosis of the timing chain being the cause of the diagnostic code P0016. Submitted a claim to Ensurall, only to be denied for a number of illegitimate reasons.
  Ensurall denied my claim and offered to refund my full warranty. I did not purchase an extended warranty with the expectation that a claim would be denied simply because its value exceeds the cost of the warranty itself.
  
  **** ************ ******* ******** *** * *********

  Business Response

  Date: 17/07/2025

  We have carefully reviewed the customer's history and correspondence. While we understand the customer’s frustration, we respectfully maintain that our actions and decisions were appropriate, transparent, and fully compliant with the terms and conditions of the warranty agreement.
  
  ?? Background and Timeline
  July 2024: The customer purchased a mechanical breakdown protection warranty from Ensurall, pending a required pre-coverage vehicle inspection.
  October 2024: The inspection was late but finally completed at ******** Service Centre (Kitchener). The vehicle arrived with the check engine light on, and was diagnosed with a P0016 diagnostic trouble code, commonly linked to timing chain stretch/crankshaft-camshaft correlation faults. The mechanic noted potential timing chain issue. Based on this result, Ensurall determined that warranty coverage could not begin until the issue was fully resolved, in accordance with our standard policy regarding pre-existing conditions.
  November 2024: The customer paid for the *** solenoid replacement, acknowledging that resolving the issue was necessary for warranty activation. The repair invoice was submitted to Ensurall and accepted in good faith as an attempted resolution of the inspection failure. The warranty was subsequently activated based on the understanding that the issue had been properly addressed.
  
  ?? Claim Review and Denial
  In February 2025, the same P0016 code reappeared. After further diagnostics, it was confirmed in June 2025 that the root cause was a stretched timing chain—the same issue initially identified during the inspection.
  Because this fault was pre-existing and was not fully resolved prior to warranty activation, the claim was denied in accordance with the policy terms, which exclude failures present before the coverage start date.
  
  ?? Why the Solenoid Repair Was Not Sufficient
  While solenoid replacement can sometimes temporarily improve timing control, it does not resolve mechanical chain wear. Based on industry experience:
  *Only 10–20% of P0016 cases are resolved with solenoid replacement alone
  *In 80–90% of cases—especially in higher-mileage vehicles—the true cause is timing chain elongation
  The return of the same fault code confirms that the original issue was not properly repaired
  Therefore, the coverage could not be applied retroactively to a fault that had never been corrected.
  
  ? Options Provided to the Customer
  Recognizing the situation, we offered the customer two clear options:
  *Complete the mechanical repair (timing chain replacement), after which we would reactivate the full warranty for continued coverage
  *Cancel the warranty and receive a full refund, minus only the cost of the inspection
  
  ?? Final Position
  Ensurall remains committed to clear, fair, and transparent communication, and we have maintained ongoing and responsive contact with the customer throughout this process. Every decision and recommendation was shared in writing, supported by inspection records and manufacturer-recognized diagnostic standards.
  This claim was denied not because of its cost, but because it involved a known, pre-existing issue that was never properly resolved before coverage began. We regret the customer’s dissatisfaction but remain confident that our handling of the case aligns with both the warranty terms and responsible industry practices.
  Sincerely,

  
  The Ensurall Claims Team