ComplaintsforEndurance Dealer Services, LLC

• Initial Complaint

  03/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Cancellation of contract EVPU6341578 was requested on 2/12/24, which was one day after they took the last payment on 2/11/24. I called Endurance on 2/12/24 to initiate and request cancellation of this contract. During the call the representative was steadily trying to convince me to keep the contract by offering a discount on the cost. Several times I had to reiterate that I was in NO way interested in continuing with this contract. I requested that the contract be cancelled affective immediately. I received an email with instructions and the cancellation form. I completed the form, had it notarized, faxed and emailed back to Endurance as instructed on 2/12/24. On 2/21/24 after hearing nothing back from Endurance I called them to check the status. At this time I learned that they claimed to have never received the fax or email documents for Cancellation. I found it hard to believe that they were adament on me keeping the contact, now they say they never received the forms. I re-sent the documents again, Including the faxed confirmation page, via email directly to the representative I was speaking with. Once receipt of email was confirmed, I was then informed that my cancellation will be affect as of 2/21/24, the date of the 2nd submission instead of 2/12/24 the date of the original submission. I informed them I was not in agreement with them changing the affective date when the documents requested was sent to them on the same day the cancellation was requested with the transmittal options they requested

  Business response

  03/25/2024

  -Thank you for bringing this to our attention. Endurance needed the final miles to calculate the pro-rata refund on the contract. We apologize for any delay in the refund process, the consumer's refund in the amount of $210.24 is being sent this week. We appreciate the opportunity to address the consumers concern.

  Warm regards,

  Endurance 

  Customer response

  04/09/2024

   
  Complaint: 21443512
  
  I am rejecting this response because:

  
  Hello, 
  I'm unsure if this is the proper way to send a response to this complaint.  However, the case has not been resolved. I have been informed by Endurance that they have sent a refund check over 2wks ago but it has not been received.  I called them back on 4/2/24  and they told me they were looking into it. Today I called them back a 3rd time and they told me it was scheduled to be mailed out today 4/9/24. 
  

  
  

  
  
  Sincerely,
  
  *************************

  Business response

  04/16/2024

  The manager from Endurance has confirmed with the consumer, the check has arrived.

  Regards,

  Endurance 

  Customer response

  04/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The unwanted mailer was addressed to ****** and it is for unwanted ************************ Plans. ****** and I both outright own our 2 vehicles, a 2010 ****** Prius III with ******* miles and a 2013 Kia ****** with ******* in Sonora, ** which is our forever home for almost 4 years. We maintain both vehicles to factory standards and get most of the recommended services from a local MEINICKI Auto Repair shop. We have opted out of unwanted junk mail. And the last 2 complaints I file have gotten a phone call from their corporate office apologizing for getting unwanted mail. I would like for them to STOP sending their mailers seems like every 3 months or so.

  Business response

  02/23/2024

  Please be advised Endurance vehicle service contracts are offered in over ***** automobile dealerships as well as direct-to-consumers via the internet, television commercials and direct mail promotions. The consumer received a mailed advertisement for products sold by Endurance.

  
  We are sorry for the frustration that Endurance's mail piece caused Mr. and Mrs. ******, and as a result of the consumer's complaint, our company placed the consumer on our internal "Do Not Mail" database to ensure that they do not receive any future direct mail advertisements from our company. Please allow up to 10 business days to process this request. The consumer may still receive additional mail pieces sent during the processing time.

  Customer response

  02/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Thank you for you BBB response above that started with an apology and promise not to get further unwanted mailers from your company.

  I will give it 6 months and if it happens again, I file another complaint like this one.  ********* after 2 years of promising to STOP it in 3 weeks could not figure out how to stop it and it now went to someone in HQS office to figure out how to stop it.  Just saying... 

  RESULTS not sending any promises...

  It would have been BETTER to CALL rather than an informal REPLY to this complaint.  You look like DIRECT TV on my side.
  
  Sincerely,
  
  *************************

  **************************************************************  Gmail is **********************.  ******* mobile is 7930624-8831
  

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received the attached scanned letter this past week with a reply date of February 29. I have always understood that if you do not recognize a company, you should not engage with them by phone or email. This letter seems absolutely peculiar. The only thing I can imagine it might be related to is a car I rented for next June, but I don't want anything to do with these people.I consider this a predatory business practice. If it is some kind of warranty I already paid for, then it is paid. If it is not related, then I should not converse with them.Either way, this is an inappropriate letter.Thank you,*******************************

  Business response

  02/22/2024

  Please be advised Endurance vehicle service contracts are offered in over ***** automobile dealerships as well as direct-to-consumers via the internet, television commercials and direct mail promotions. The consumer received a mailed advertisement for products sold by Endurance.

  We are sorry for the frustration that Endurance's mail piece caused ******************, and as a result of the consumer's complaint, our company placed the consumer on our internal "Do Not Mail" database to ensure that they do not receive any future direct mail advertisements from our company.Please allow up to 10 business days to process this request. The consumer may still receive additional mail pieces sent during the processing time.

  Customer response

  02/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I would continue to suggest that such a letter, although described as an advertisement, does not appear to be one. I would not personally carry this farther.  As long as I am off their list, fine.  But I would suggest that the BBB might be sensitive to such "advertising" as potentially misleading.

  Thank you for your help,

  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a letter today to call Endurance because of a price increase on our ************************ plans effective February 22,2024. I was told to call ************** by *********************************- Vehicle Protection Coordinator.I called and representative I spoke with said I needed to pay $139.54 and this would be a 8 year contract. I said I already have a 10 years extended warranty that is completely paid for. She said, that is void because of auto workers strike late 2023, even though I purchased 1-2-2023.I called ***** Dealership in ******, ******* and was informed, no worries, my extended warranty from different company of course is still good until 1-2-2033. I have been receiving these mailings for over 6 months trying to sell me extended warranty I don't need because I already have a 10 year plan. In the past, Endurance said my plan was inferior, did not cover half the things their warranty covers. But why, did the Endurance representative on the phone say my policy had changed and I owe money. That is fraud to the moon, and will file my first lawsuit if this scam and lying continues with me.

  Business response

  02/21/2024

  Please be advised Endurance vehicle service contracts are offered in over ***** automobile dealerships as well as direct-to-consumers via the internet, television commercials and direct mail promotions. The consumer received a mailed advertisement for products sold by Endurance.

  We are sorry for the frustration that Endurance's mail piece caused ******************, and as a result of the consumer's complaint, our company placed the consumer on our internal "Do Not Mail" database to ensure that they do not receive any future direct mail advertisements from our company. Please allow up to 10 business days to process this request. The consumer may still receive additional mail pieces sent during the processing time.

  Customer response

  02/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sent a fraudulent letter about an ************************ Plan (EVSP) and how rates were increasing. I do not own a car and have never done business with this company. This type of phishing scam is predatory.

  Business response

  12/18/2023

  We are sorry for the frustration that Endurance's mail piece caused ******************, and as a result of the consumer's complaint,our company placed the consumer on our internal "Do Not Mail"database to ensure that they do not receive any future direct mail advertisements from our company. Please allow up to 10 business days to process this request. The consumer may still receive additional mail pieces sent during the processing
  

  Customer response

  12/18/2023

   
  Complaint: 21018799
  
  I am rejecting this response because:

  Not only do I want to be removed from the mailing list, I want the company to stop using such predatory tactics to try to trick and deceive people. 

  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Same experience as this customer: "Received a very deceptive letter in the mail about a price increase for a warranty I don't have. It even assigned me a fake customer number. Hidden in a chunk of fine print at the bottom it said it was an ad. Really deceptive, I don't know how (or if) something like this can be legal." Avoid this company like the plague.

  Business response

  08/25/2023

  We apologize for the inconvenience caused by the mail piece from Endurance. In response to the consumer's complaint, our company has been unable to locate the consumer's information in order to include them in our internal "Do Not Mail" database. We kindly ask the consumer to get in touch with Endurance at ************ so that we can assist them with their request.

  Customer response

  08/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this requires me to call the business's number and provide address information that they claim they will put on a "Do Not Mail" list. I will hold off on that for now. If I receive additional marketing mail from them, I will try the additional steps.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  RE: 2023 Price Increase Customer Code: *********** FR: *********************************,Vehicle Protection Coordinator ************** Asked that they ************** sending me promotional letters and to remove me from their mailing lists. Still receiving their letters. Never signed up with their company and never did business with them! Feel as though Im being bullied and that they are not respecting my privacy! Please make them stop! Thank you BBB for your assistance.

  Business response

  08/07/2023

  We are sorry for the frustration that Endurance's mail piece caused ***************************, and as a result of the consumer's complaint,our company placed the consumer on our internal "Do Not Mail"database to ensure that they do not receive any future direct mail advertisements from our company. Please allow up to 10 business days to process this request. The consumer may still receive additional mail pieces sent during the processing time.

  Customer response

  08/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **************************************

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle service contract from Endurance Deaker Services LLC in November for ******** for my 2016 Dodge Grand Caravan. After reading the contract, I Saw that it required an oil change within 30 days of purchasing the contract. On December 2 I called Endurance Dealer Services to make sure that I could change the oil myself. The representative said yes you can change your own oil, just keep the receipts for proof. At the end of March I had an engine problem and Endurance Dealer Services towed the van to a repair location as indicated as approved under their service contract. Endurance representative visited the facility and agreed with the repair facility that their estimate was correct and their diagnosis was accurate. The next day I received a call from their approved repair facility and they stated that Endurance Dealer Services had denied the claim and was using the reason as "pre existing condition" because I called them on December 2 and said I was having problems. Today I called Endurance and spoke with ********* and she admitted that all calls are recorded and she listened to the Dec 2 call and agreed with me that in fact nothing on the call other that changing oil myself was discussed and she reopened the claim. Endurance dealer services is in breach of their contract and admits that it is. I want them to do what is required of them under the contract and have the repair done and paid for by them as required under the contract. I was told by everyone I know not to buy a policy from Endurance Dealer Services because they will always deny a claim. Because of the high cost of repair, I didn't listen and purchased the service contract at a higher price than expected and got just what everyone said I would, a dishonest denial in breach of their contract!

  Business response

  04/14/2023

  Thank you for bringing this to our attention. A manager from Endurance has reviewed the claim and reached out to the consumer to go over the claim in detail. Endurance is continuing with the claims process.

   

  Warm regards,

  Endurance

  Customer response

  04/14/2023

   
  Complaint: 19909728
  
  I am rejecting this response because:  Endurance has done nothing except to admit that their adjuster lied and now they claim they have reopened the claim to look at it some more.  They continue to do nothing even though a week ago they admitted their adjuster made a mistake (lied) and they will look at it again.  They now are making excuses looking for items that are not required under the contract to delay the process.  It is the way insurance companies fish for information so as to come up with other reasons to deny a claim.  Basically they have resolved nothing and continue to do nothing except delay.
  
  Sincerely,
  
  *************************

  Business response

  04/20/2023

  The consumer has now provided their basic maintenance documentation. Endurance is waiting on the shop to provide the actual cause of failure and the extent of damage to the consumer's engine. 

  Warm regards,

  Endurance

  Customer response

  04/20/2023

   
  Complaint: 19909728
  
  I am rejecting this response because:  If you look at the invoice from ***************** that is very clear, and was confirmed by your inspector who visited this facility.  This is another stall practice of endurance as they are well know for when they are rejecting a claim.  They always want something else and say "their adjusters are looking to"  The expert mechanics have already done that and that is why I took it to the facility you directed me to. 
  
  Sincerely,
  
  *************************

  Business response

  04/28/2023

  The repair order shows what the shop would like to replace. Per the contract we need to know the cause of failure and the extent of the damage. Endurance has been in contact with the shop and is waiting on the shop to provide the actual cause of failure and the extent of the damage. 

  Regards,

  Endurance

  Customer response

  04/28/2023

   
  Complaint: 19909728
  
  I am rejecting this response because: The inspection and description of the work to be done was agreed to already by the Endurance inspector and he was completely in agreement with it.  There is noting legally under the contract that requires any further inspection.  Endurance is fishing for another reason to turn down the claim just like they made up the reason to turn it down the first time.
  
  Sincerely,
  
  *************************

  Business response

  04/28/2023

  The contract does state in section V. FILING A CLAIM:

   5. Authorize Tear-Down and/or Inspection In some cases, You may need to authorize the
  Licensed Repair Facility to inspect and/or tear-down Your Vehicle in order to determine
  the cause and cost of the repair. You will be responsible for these charges if the Breakdown
  is not covered under this Contract. We reserve the right to require an independent third-party
  inspection of Your Vehicle prior to any repair being made.

  At this point we have explained to the repair facility we need to know the cause of failure, they were reaching out to you for your authorization.

  Endurance

  Customer response

  04/28/2023

   
  Complaint: 19909728
  
  I am rejecting this response because:When the Endurance inspector was there, he saw no reason for the tear down as he agreed completely with the estimate.  If he wanted a tear down at that time, he would have indicated that.  Endurance is simply looking for another reason to deny the claim when it is not necessary.  Very few repairs are paid for by Endurance after a customer pays for a further tear down based on my investigations. Endurance  just keeps asking for more so they can make up another reason to deny a claim like they did the first time. They also past a month of jerking me around on this claim.  Can you imagine being out of town and not getting your car repaired ans they continue to jerk around or dishonestly close down a claim and then reopen it to continue wasting time? Consumers need to ask any repair facility that submits a repair bill to Endurance, if they honored their warranty and they will learn that Endurance does not.  I have started collecting information as to this, and it is shocking how low the percentages are of repairs that are paid for by Endurance when their is a claim.  No matter what, it appears they just keep asking for more information about maintenance and if they can't turn it down for that (like in my case after they were given docs for maintenance) then they just keep going with something more like a tear down until they can find something else to turn down the claim.  It is a rabbit hole of dishonest business practices by Endurance. Meanwhile, you do not have use of your car and your life is totally injured but they keep collecting those premiums like clockwork.  There will never be a resolution with Endurance because they are a typical dishonest insurance service.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Sick and tired of getting **** letters. I do no drive. I do not have a vehicle. Make them stop

  Business response

  04/04/2023

  Please be advised Endurance vehicle service contracts are offered in over ***** automobile dealerships as well as direct-to-consumers via the internet, television commercials and direct mail promotions. The consumer received a mailed advertisement for products sold by Endurance. 
  We are sorry for the frustration that Endurance's mail piece caused **********************, and as a result of the consumer's complaint, our company placed the consumer on our internal "Do Not Mail" database to ensure that they do not receive any future direct mail advertisements from our company. Please allow up to 10 business days to process this request. The consumer may still receive additional mail pieces sent during the processing time. 

• Initial Complaint

  03/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have sent 3 separate letters toof the attached policiy in November, 2022, December, 2022 and January, 2023. I have not received my refund nor any correspondence from Endurance. Endurance requesting cancellation

  Business response

  04/06/2023

  We appreciate the consumer reaching out to us for assistance. The consumer is eligible for a pro-rata refund after the 30th day of the contract term. After calculating the refund according to the contract guidelines, Endurance found that the refund amount was negative, and no funds would be eligible for issue. We appreciate the opportunity to address this concern.
  

  Best Regards,
  

  Endurance Resolutions

  Customer response

  04/07/2023

   
  Complaint: 19874081
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩