Complaints

This profile includes complaints for Ownershield's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ownershield

  PO Box 852770 Richardson, TX 75085-2770

  
• 

  Ownershield

  1900 Firman Dr STE 700 Richardson, TX 75081-1869

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/01/2025

  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.

  My car has been in a *************** shop since May 2025. I currently have a warranty with smart autocare. The ******* shop has reached out to smart auto to service the car and several times they have not responded back. I have even reached out through 3 way phone calls to the shop and the warranty company and every time we get transferred smart autocare hang up on us. When we call back they say it's technical difficulties. Smart autocare does not contact the auto shop with updates and they have not reached out to me. My car is not drivable and the part that is being requested they refuse to send or pay for. I have the wrap coverage which means they are to pay for the service which they are choosing not to. The ******* shop even asked for this company to send them the piece to be installed and Smart auto stated they could not send the piece. This was with **** a representative from smart auto that we spoke to. When asked to speak to a supervisor he hung up the phone on ******* and myself. I called back and another person stated they would send the piece but have yet to do so. Smart auto called me and told me to move my car to another shop because they did not want to work with the shop where my car is at. I can not move my car due to the engine over heating and can cause a fire. This has been going on for several months and still there has been no change with my car being fixed. I have paid for this warranty and my car is not in any violation according to the terms stated in the contract. Today I spoke with ******** and when she went to transfer me the call hung up again. I called back and spoke to ***** ******* a supervisor which spoke with the ******* shop and myself. When he went to transfer the shop over to the correct place to order the part the call hung up again. This has been ongoing and I need help.

  Business Response

  Date: 07/08/2025

  Good Afternoon Hannah, 
  
  ****************************** (IDG) is in receipt of BBB Complaint ID ********.
  Upon review, the correct administrator is Ownershield, Inc. (OSI)
  Can you please have the complaint readdressed from IDG to OSI?
  Appreciate your assistance,  
  
  ******* Taylor 
  

  
  

  Business Response

  Date: 07/18/2025

   

  Ownershield, *** (OSI) is in receipt of BBB Complaint ID ******** and provide the following information.

  On May 17, 2025 a claim was initiated for the following concerns to the customers vehicle:

  1. Customer states vehicle overheating. Technician  found thermostat stuck closed... pressure tested coolant system and found no leak founds. Also says the Cooling fan is inop and has fried the fan control module(Correction) Failure of the power wire to the fan motor. - No failure to the fan control module , fan assembly or thermostat. the connector /wire had burnt out on the connector to the fan causing fan to be inop and vehicle to get hot.

  2. Customer states horn inop.  Technician tested power to ground good . 

  3.  Customer states vehicle shakes when ** in use and ac not blowing cold. 

  OSI advised that an independent third party inspector will be ordered to determine claim eligibility under the *************** Agreement (Agreement).

  OSI ordered the inspection on May 19, 2025 and received the report on May 22, 2025.

  The inspection report stated the following under REPORT:

  The ** was working normally at time of inspection. The complaint states the vehicle overheats when the ** cuts out, but that failure could not be duplicated. There were no external leaks or signs of impact or abuse. No further diagnosis was performed. No other DTCs or failures were documented or presented.

  On May 27 OSI received a video from the repair facility showing the Vehicle overheating.  

  A second inspection was ordered on June 5, 2025 and the report was received by OSI on June 12, 2025 which stated the following under REPORT:

  1) The inspector verified upon arrival the vehicle was being driven already to get it warmed up.  The inspector was told the cooling fan motor was failed when they brought it in.  The tech removed the connector at the cooling fan to check for power and then found the power feed wire to the cooling fan was physically burnt.  The wire had good power and ground to it.  Power was applied to the fan motor and it did operate.  The only failure is to the wiring connector, it is burnt, the circuit needs repair.  No fan control module or assembly is needed.  There was no failure demonstrated to the thermostat. 

   2) The horn operated during the inspection with no failure.  

   

  OSI authorized the repair of the harness on June 19, 2025 in accordance with the terms and conditions of the *************** Agreement.

  As of todays date of response on July 18, 2025, OSI has not received the final invoice from the repair facility, necessary to issue claim payment.

  Upon completion of repairs, and receipt of the final repair order, OSI will promptly issue payment for all authorized repairs in accordance with the Agreement.

  Please contact our office if you have any questions. 

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 a warranty policy with endurance for 2017 Porsche SAPE284214932 Second time Ive tried to establish a policy. The first was exclusionary - and of course the first issue I had was not covered. (Though my contract stated a/c and heating was indeed covered.) Main problem is car set at repair shop for over a week before someone made that judgement. **************** is fine if you are trying to set up policy- but you are pull teeth trying to talk about claim.Renewed a policy with comprehensive coverage. Well, I have a gasket issue.Lo and behold - its covered.But - yep - not that ********* policy is sold to smart auto care (but still an Endurance policy). Nobody discloses that part. Took forever to find out who I need to talk to. You can talk to representative- but they wont / cant facilitate process.Again - vehicle has been sitting at repair facility for over a week.They wont allow me to talk to claims.And my service advisor at ******* waits on hold 30m, 45m, over an hour - nobody EVER picks up. He wont and frankly cant call again. And they wont allow me to mediate the process. I should be able to talk to someone and explain the issue- give contact info for service advisor- and have them call directly. Nope - cant do that. Advisor has to callThen crickets. So I pay for a policy - but nobody will facilitate enactment. Its a big scam.Eventually, I had to move forward with initiating repair at my own cost (over 3K) even though I HAVE a policy and the issue is covered.Cant believe this company survives.

  Business Response

  Date: 06/17/2025

  ********* is simply the selling agent for this contract. The administrator is Smart AutoCare. This means that Smart AutoCare is responsible for the approval or denial of claims, and Endurance plays no role in the administration of claims.
  Please forward this complaint to Smart AutoCare:
  Smart AutoCare (***********************************************************************************************************************************************************)

  Business Response

  Date: 06/20/2025

   

  Ownershield, Inc. (OSI ) the claims administrator of the *************** Agreement is in receipt of BBB Complaint ID ******** and provide the following information.

  As of todays date of response on June 20, 2025, no claim has been established by the customer nor a serving repair facility for any concerns to the customers vehicle.

  One note has been recorded in OSI's administration system from June 13, 2025 in which the following was recorded:

  6/13/25 10:01 AM Customer info verified. Customer called in saying he's trying to get something moving on claim. Customer said the shop can never get ahold on someone. Customer says he has the info we need. Advised the shop has to call in to start a claim. Advised i can call the shop and transfer them to the adjusters. Customer refused that and said that doesnt work. Customer wants to cancel.

  If the customer wishes to cancel the Agreement, they must contact the Seller of the Agreement as per section AGREEMENT GENERAL PROVISIONS; E. CANCELLATION; 5. All refunds will be issued through the Seller from whom the Agreement was purchased.

  Please contact our office if you have any questions, 

  Customer Answer

  Date: 06/20/2025

  I have reviewed the business response and accept this resolution. 
  I was unable to initiate the claim process, but company provided full refund of policy. That was an option I asked as resolution.

• Initial Complaint

  Date:06/05/2025

  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.

  July 2 2025 took my car for repair and the business I had working on it tried to call the company for three days and was put on hold for 90 minutes.asked for them to call him back and of 3 days later has not heard from them. I have been paying them $147.00 a month for at least 6months. This the first claim I have had with them. It seems Im not the only one having problems with this company

  Business Response

  Date: 06/05/2025

  ********* is simply the selling agent for this contract. The administrator is Smart AutoCare. This means that Smart AutoCare is responsible for the approval or denial of claims, and Endurance plays no role in the administration of claims. 
  
  Please forward this complaint to Smart AutoCare:
  
  Smart AutoCare (***********************************************************************************************************************************************************)

  Customer Answer

  Date: 06/09/2025

  this is a email i got from them. this is the number the car repair company tried calling never got threw to them. they never called them back either.

   

  MoreEWS Saves<********************************************> via *************
  
  To:You
  
  Thu 6/5/2025 1:07 PM
  
  Hello,
  Thank you for your inquiry. We're sorry to hear you're having difficulty filing a claim. To file a claim, the repair facility must contact our claims department directly. Please ensure that the facility is using the correct phone number, ************, to reach us.
  If difficulty persists, please contact us directly at ************. Our customer service team is available M-F ******* CST.
  Thank you,
  Customer Relations Information...

  Business Response

  Date: 06/10/2025

   

  Ownershield, Inc. (OSI) the administrator of the *************** Agreement is in receipt of BBB Complaint ID ********.

  The customer states in the complaint: " July 5, 2025 took my car for repair, tried to call the company for three days.

  In review of our records, we show no claim initiated for any concerns under the Agreement.

  As per the Agreement Section B. HOW TO FILE A CLAIM; (4) The Repair Facility must call the **************** at ************** for approval prior to repairing or cleaning any parts. 

  A claim can also be filed electronically at the following address: *****************************************************

  In the complaint the customer stated " I have been paying them $147.00 a month for at least 6months."

  To clarify, OSI is the administrator responsible for claims adjudication and has not received nor will receive any payments from the customer for the Agreement.

  Any questions regarding the sale of the Agreement or payments for the Agreement will need to be addressed to the Seller of the Agreement.

  Please contact our office if you have any questions,

   

   

  Customer Answer

  Date: 06/11/2025

  I am rejecting this response because:   I was not able to contact them for three days in regards to getting it ****-***** to be taken to the repair shop.  The repair shop tried to call and was put on hold for 90 minutes 2 different times and was given another phone number to call and still could not talk to anyone so I went ahead and paid for the repair. Not a real good business when you cant talk to anyone.  I kept my end of the deal and made monthly payment.

  Business Response

  Date: 06/12/2025

   

  As the customer has advised that the repairs were performed, we ask that a full copy of the final repair order and proof of payment be sent for review to *********************************** attn: Legal Deptment attn: ******* ******

  Upon receipt and review of the requested documentation we will notify of the final claim decision

  Respectfully, 

• Initial Complaint

  Date:05/23/2025

  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.

  The warranty covers lubricated. Clutch, but on this model, the clutch is not lubricated, if it was on any other model, it may be lubricated. So I think the warranty should cover it, because on this model, it is not lubricated

  Business Response

  Date: 06/20/2025

   

  Ownershield, Inc. (OSI) the administrator of the Vehicle
  Service Agreement is in receipt of BBB Complaint ID 23371950 and provide the
  following information.

  On May 14,2025 OSI received a call from a call from the
  repair facility to initiate a claim for the following concerns to the customers
  vehicle:

  
  1.Custoemer states vehicle will take a while to shift
  between first and second. happens like twice a day.(Cause) test drove - no
  obvious concerns at this time. no dtc. recordings of shutter events found ISS
  underscore A. Shuttering. Beyond acceptable 250 RPM, found 289 RPM diff in
  first gear. 28 percent A-P-P indicating a failure of clutch assembly

  2. Customer states engine knocking when coming to a stop
  when the ac is on. Noise can be heard on startup and through chassis. found
  driver side engine mount failure

  3. Leaking coolant overflow tank replace dgas bottle
  cv6z8a080a (coolant overflow tank)

  OSI authorized the replacement of the engine mount on May
  16, 2025.

  
  The Coolant overflow tank is not listed
  under COMPREHENSIVE COVERAGE therefore no claim consideration can be made
  under the Agreement for the repairs to the coolant overflow tank

  
  Failure of the Clutch Assembly is excluded as the fully automatic, electronically controlled
  dry dual clutch assembly is NOT a listed component for coverage under the
  transmission coverage.  Since the failed part is NOT an internally
  lubricated part it does not qualify for replacement under the Comprehensive level, stated coverage

  OSI issued payment to the servicing repair facility for the authorized engine mount on May 20, 2025 completing the claim.

  OSI firmly believes the claim decision is in
  accordance with the Agreement, and by pointing out the foregoing, does not waive, but specifically
  reserves any and all rights and defenses under the Agreement or applicable law.
  
  Please contact our office if you
  have any questions, or if any additional information is required.
  
  Respectfully,

• Initial Complaint

  Date:05/20/2025

  Type:Order 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 been holding an Endurance warranty for the past two years. I had a breakdown on a 2007 Infiniti G35. The car was towed to the shop and it was determined it needed an engine replacement. The adjuster spoke to the shop and asked them to tear down the engine for proof it needed to be replaced. The adjuster then informed the shop they would only cover the cost of the **** trade in value for the vehicle. Why wouldn't they total out the car in the first place instead of making the shop hold the car for three weeks, leaving me stuck with the cost of storage. A replacement Engine is over 4k, and the most they knew they would pay according the adjuster is $900.00. This is a complete scam perpetrated by Endurance. Also, they're trying to convince me to keep the contract for the Tahoe. These people are unbelievable.

  Business Response

  Date: 05/20/2025

  Endurance is simply the selling agent for this contract. The administrator is Smart AutoCare. This means that Smart AutoCare is responsible for the approval or denial of claims, and Endurance plays no role in the administration of claims.? 
  
  Please forward this complaint to Smart AutoCare: 
  
  Smart AutoCare (https://www.bbb.org/us/tx/richardson/profile/auto-service-contract-companies/smart-autocare-0875-90345937) 

  Business Response

  Date: 06/04/2025

   

  Ownershield, Inc. (OSI) the administrator of the Vehicle Service Agreement is in receipt of BBB Complaint ID 23355185.  We provide the following information

  On April 26, 2025 the servicing repair facility contacted OSI to initiate a claim for the following concern to the customers vehicle:

  1. customer states vehicle will not start. Found engine is seized up

  OSI established a claim and advised the repair facility that as per the agreement is subject to a Limit of Liability as outlined under SECTION FOUR – AGREEMENT GENERAL PROVISIONS; 

  B. LIMITS OF LIABILITY
  For any one repair visit, all benefits paid or payable shall not exceed the N.A.D.A. official used car guide average trade-in value of Your vehicle at the instant
  prior to the Covered Repair failure. The aggregate total of all benefits paid or payable during the TERM of this Agreement shall not exceed the price YOU
  paid for YOUR vehicle; Not to exceed the N.A.D.A. retail value at the time of purchase. If the N.A.D.A. Official Used Car guide vehicle valuation is unavailable,
  not widely recognized or not commonly used in the geographic area, Administrator may use another market retail valuation method.

  As the the N.A.D.A. official used car guide average trade-in value of Your vehicle at the time of failure on 4/26/25 was $835.00

  As per the Agreement, OSI authorized the claim in the amount of $835.00.

  As of todays date of June 4, 2025, OSI has not received the final repair order from the repair facility showing the repairs were performed by the repair facility.

  Upon receipt of the final repair order, OSI will issue payment for authorized repairs in the amount of $835.00.

  Any questions or concerns regarding the sale of the Agreement will need to be addressed by the seller, as OSI is the administrator responsible for the adjudication of the claim, and does not sell Vehicle Service Agreements.

  Please contact our office if you have any questions, 

   

   

   

  LOL- one time $940
  For any one repair visit, all benefits paid or payable shall not exceed the N.A.D.A. official used car guide average trade-in value of Your vehicle at the instant
  prior to the Covered Repair failure.

  Customer Answer

  Date: 06/12/2025

  I am rejecting this response because:   They intentionally mislead the mechanic as well as myself.  They never told the mechanic the limits on coverage.  Their business model is to deal directly with the mechanic, so it's their responsibility to disclose the levels of coverage, in which they never did. 

  Business Response

  Date: 06/20/2025

  
  Ownershield, Inc. (OSI) is in receipt of the customer rejection notice regarding BBB Complaint ID 23355185.

  The customer stated "They intentionally mislead the mechanic as well as myself, its their responsibility to disclose the levels of coverage"

  For clarification, OSI is the administrator responsible for claims adjudication under the Agreement. 

  OSI has acted accordingly within the terms and conditions of the Agreement by authorizing the claim to the maximum amount allowable under the Limits of Liability of the Agreement. 

  OSI is not the Seller of the Agreement.  The Seller is the party responsible to disclose all the terms and conditions of the Agreement prior to the sale of said Agreement.

  If the customer has any questions or complaints regarding the sale of the Agreement, they must contact the party to whom the Agreement was purchased.

  As previously stated, OSI will issue payment to the Repair Facility for the authorized amount of $835.00 upon completion of authorized repairs if the customer chooses to have the repairs performed.

  Respectfully, 

• Initial Complaint

  Date:05/16/2025

  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.

  This is supposed to be a warranty, by definition, "a written guarantee, issued to the purchaser of an article by its manufacturer, promising to repair or replace it if necessary within a specified period of time." They use the word "warranty" 26 times in their contract I purchased. However, they're placing a financial limit in the small print which negates and legally contradicts their own terminology. By limiting warranty pay-out to the lower of either the purchase price of the vehicle, or the purchase price of the warranty, they essentially exclude themselves from actually meeting the very definition of warranty. This, in fact, creates a legal contradiction of terms and is not, in fact, a legal contract. I would like an full refund of my contract purchase price $3280, plus the purchase price of the vehicle $2494.35 for a total sum of $5,774.35 to be paid directly to me to resolve this issue and avoid litigation. This is absolutely justified because 1) I would not have purchased this warranty policy if it were to me, knowingly illegal, and 2) I would not have purchased this vehicle if Smart ********* had not offered me a 5 year, unlimited mileage warranty contract with the purchase, and 3) the vehicle is inoperable with repair costs exceeding replacement cost.

  Business Response

  Date: 06/04/2025

   

  Ownershield, Inc. (OSI) the administrator of the *************** Agreement is in receipt of BBB Complaint ID ******** and provide the following information.

  In the complaint the customer stated "This is supposed to be a warranty".   

  To clarify, the customer purchased a *************** Agreement through the Seller.  As per the Agreement under VEHICLE SERVICE AGREEMENT SCHEDULE PAGE;

  YOU ARE NOT REQUIRED TO ENTER INTO THIS AGREEMENT IN ORDER TO PURCHASE, LEASE OR OBTAIN FINANCING FOR A VEHICLE. You should read this Agreement carefully. It contains the
  entire Agreement between You and Us. It takes precedence over any other written or oral statements made to You with respect to this Agreement. This is a service Agreement, not a warranty.

  FACTS OF CLAIM 

  On May 16, 2025 a claim was initiated under the VEHICLE SERVICE AGREEMENT (Agreement) for the following concern:

  1. customer concern popping noise when driving. Found electronic rack internally failed, rack is making noise side to side internally. 

  OSI established the claim and authorized the replacement of the electronic rack assembly in accordance with the terms and conditions of the Agreement under SECTION THREE BREAKDOWN COVERAGE.

  On May 19, 2025 the repair facility was issued authorization number ********** for the replacement of the electronic rack assembly.

  Upon completion of repairs, OSI will promptly issue payment to the repair facility for the amount authorized.

   

  If the customer wishes to cancel the Agreement, they must contact the seller of the Agreement as per section SECTION SEVEN AGREEMENT GENERAL PROVISONS; E. CANCELLATION; 

  1. The Agreement Holder may cancel this Agreement by contacting the Seller;  and; 5. All refunds will be issued through the Seller from whom the Agreement was purchased. 

   

  Please contact our office if you have any questions,

   

   

  Customer Answer

  Date: 06/04/2025

  I am rejecting this response because: it does not address my complaint and looks like an automated response based on keywords drawn from my statement. Furthermore, their "vehicle service agreement" calls itself in its own text a "warranty" sited 26 times making the document legally contradicting. I'm not looking to cancel any contract, I'm seeking a sum of money to which I am entitled due to false claims of the business. They can give me this money that I have lost due to their misrepresentation, or I can sue them for this money and they can pay legal fees as well. I'm sure, considering the long list of complainants I've seen, this could quickly become a class action lawsuit. It's actually that simple

  Business Response

  Date: 06/05/2025

   

  Ownershield, Inc. (OSI) is in receipt of the customer objection notice stating:

  "I am rejecting this response because: it does not address my complaint and looks like an automated response based on keywords drawn from my statement. Furthermore, their "vehicle service agreement" calls itself in its own text a "warranty" sited 26 times making the document legally contradicting. I'm not looking to cancel any contract, I'm seeking a sum of money to which I am entitled due to false claims of the business. They can give me this money that I have lost due to their misrepresentation, or I can sue them for this money and they can pay legal fees as well. I'm sure, considering the long list of complainants I've seen, this could quickly become a class action lawsuit. It's actually that simple"

  The *************** Agreement is not a Warranty as defined in the Agreement.

  As stated in our response on June 4, 2025, OSI has authorized the claim in accordance with the terms and conditions of the Agreement.

  Once the work is completed, OSI will issue payment to the repair facility fulfilling our obligations as the administrator of the *************** Agreement.

  As Owneshield, **** is not the Seller of the *************** Agreement, any claims of "false claims of the business" will need to be addressed by the Seller of the Agreement.

  Respectfully, 

• Initial Complaint

  Date:05/13/2025

  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 purchased the Total Exclusionary Extended Warranty. My vehicle was in a repair shop that they recommended torn down for 30 days and undriveable. The inspector that they sent it for the problem took 4 days to go to the shop on 3 seperate occasions. I got a rental vehicle for 7 days and they are only wanting to reimburse me for 1 day that in my opinion is an inadequate amount of time especially when the veichle was torn down inside a shop. They never once called to verify if I gave them permission to tear down my vehicle. My vehicle went in for an oil leak and now leaks even worse due to repairs from their repair shop recommended and other problems. I have spoke with supervisors at the warranty company and have gotten nowhere. Your help in this matter is greatly appreciated. They also say it could take up to 30 days to get my money back.

  Business Response

  Date: 05/27/2025

  Dealer Motor Services, Inc. is in receipt of BBB Complaint ID ********.  

  Upon review of the customers Agreement, the correct Administrator is ***************** (OSI)

  Please readdress the complaint to OSI

  Respectfully, 

  Business Response

  Date: 06/10/2025

  
  ***************** (OSI) the administrator of the *************** Agreement is in receipt of BBB Complaint ID ******** and provide the following information.

  
  On March 31, 2025 the servicing repair facility contacted *** to initiate a claim under the Agreement for the following concern to the customers vehicle:
  
  1. Customer concern oil leak.  road tested, washed under carriage, removed shield and visual inspection and verified timing cover gasket is leaking to an active drip

  OSI issued authorization for the timing cover reseal on March 31,2025.

  On April 7, 2025 *** was notified that upon completion of repairs, the technician found the following:

  Technician stated that after resealing the front cover and test driving the vehicle found that the left side head is leaking oil due to failed head gasket.

  OSI Advised that the Vehicles engine would require teardown to verify coverage under the Agreement as stated under B. HOW TO FILE A CLAIM;

  (6) You must authorize any charge(s) necessary to determine cause of failure. This includes necessary diagnostic and tear down charges.
  If it is determined that the failure does not constitute a Breakdown under the terms of this Agreement, You must pay for all
  diagnostic, tear down and repair charges.

  And;

  (7) You must cooperate in Our investigation of any Breakdown. You must allow Us to inspect Your Vehicle if We ask to do so. 

   

  OSI was notified that the engine was ready for inspection on April 10, 2025, and an Independent Third Party Inspector was ordered upon notification.

  On April 15, 2025 OSI received the Independent Third Party Inspection Report which stated:

  Inspectors Notes:
  Inspected for cylinder head leaking oil externally on the exhaust side. With the cylinder head removed it is hard to verify an externally. I found there is oil leaking down the entire cylinder head from the valve cover area on the exhaust side, the exhaust manifold gasket is soaked in oil, the exhaust manifold is soaked with oil which is higher than the head gasket. Looking at the valve cover gasket I found that between the gasket and valve cover is full of oil on the exhaust side and the intake side is dry. The valve cover gasket on the exhaust appears compressed/flat compared to the intake side of gasket. Looking at the head gasket, bottom of cylinder and the top of the block, there is no obvious signs of a leak. Oil leaking from gasket externally does not give burn or tracks like when there is a leak from the cylinder.
  
  Inspection Review:
  No failure to the head gasket and the valve cover gasket/seal should be part of the previously approved timing cover gasket job

  OSI advised the servicing repair facility that as no head gasket failure was verified no authorization can be given for head gasket replacement, however advised to provide an estimate for valve cover gasket replacement as the failure had been verified.

  OSI authorized the valve cover gasket replacement upon receipt of the repair estimate on April 23, 2025.  

  OSI issued payment to the Servicing Repair Facility for all authorized repairs upon receipt of the final repair invoice on May 3, 2025.

  The customer was reimbursed for Substitute Transportation as per the Agreement under C. SUBSTITUTE TRANSPORTATION COVERAGE on May 13, 2025

  With payment of claim, *** has fulfilled its obligations under the Agreement.

  If a problem with the Vehicle still exists, the Repair Facility will need to contact our claims department to initiate a new claim.

  Please contact our office with any questions,

   

   

   

• Initial Complaint

  Date:05/01/2025

  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 purchased a warranty with Endurance 02/24. The sales *** reinsure me I was covered in my used vehicle. A extra 145 a month on top of car payment and insurance. On 03/10 I had my car towed to a accredited shop, on 03/13 the shop called in my claimed. Day after Day I called for a update, all while been in a renter car that was 70 dollars a day bc I need a car to navigate through life. I allowed a few days and I contact the shop, and was told the insurance was asking for another estimate bc of parts vaule, this went on for a few days. Then I call back and was told by the shop the insurance company wanted the engine tore completed down/ diagnostic was $190 dollars. I approved that to be done. I call back they advise me the time changing and belts were approved but a inspector needed to go out. He goes out and I had to wait another few days. On the next update I was told the shop needed to take pictures of the leaking vaules in the head, they did that. The mechanic said I'm going be honest with you they are going try and get out of paying for these ***airs. The pictures were sent,and then the following Monday I was told another inspector need to go out bc the pictures were not telling enough they went out again on 04/02. Today almost a month later, 04/04 I was told my claimed was denied even the part that was once approved now denied. Bc of coursion in the head, this isn't a mechanical issues and there is nothing they can do for me. And every one just quotes the policy to you like they are robots. In resolution I would like my money back for this fraudulent warranty the stress free experience I was promised if I broke down turn into a nightmare and thousands of dollars I couldn't afford. Not only that the car is still at shop with a business that I know for sure expect to be paid for their time and effort the insurance ******************* are no help to consumers, over 1700 ppl experience the same treatment, 4000 complaints and a possible class action law suit.

  Business Response

  Date: 04/11/2025

  Endurance is simply the selling agent for this contract. The administrator is Smart AutoCare. This means that Smart AutoCare is responsible for the approval or denial of claims, and Endurance plays no role in the administration of claims.? 
  
  Please forward this complaint to Smart AutoCare: 
  
  Smart AutoCare (https://www.bbb.org/us/tx/richardson/profile/auto-service-contract-companies/smart-autocare-0875-90345937) 

  Business Response

  Date: 05/01/2025

  Endurance is simply the
  selling agent for this contract. The administrator is Smart AutoCare. This
  means that Smart AutoCare is responsible for the approval or denial of claims,
  and Endurance plays no role in the administration of claims. 
  
  Please forward this
  complaint to Smart AutoCare:
  
  Smart AutoCare (https://www.bbb.org/us/tx/richardson/profile/auto-service-contract-companies/smart-autocare-0875-90345937)

  Business Response

  Date: 05/14/2025

   

  Ownershield, Inc. (OSI) the administrator of the Vehicle Service Agreement is in receipt of BBB Complaint ID 23163683 and provide the following information.

  On March 13, 2025 a claim was initiated by the servicing repair facility for the following concerns to the customers vehicle:

  1.Customer states vehicle wont start. Technician found the engine has jumped time causing bent valves internal to the engine.

  2. Customer states can hear a clunking noise in the front end of the vehicle. Technician found sway bar broken and sway bar links warn.

  OSI advised the repair facility that teardown of the engine would be required to determine coverage under the Agreement as stated under BREAKDOWN COVERAGE; B. HOW TO FILE A CLAIM; 

  (6) You must authorize any charge(s) necessary to determine cause of failure. This includes necessary diagnostic and tear down charges.  If it is determined that the failure does not constitute a Breakdown under the terms of this Agreement, You must pay for all diagnostic, tear down and repair charges.

  And; 

  (7) You must cooperate in Our investigation of any Breakdown. You must allow Us to inspect Your Vehicle if We ask to do so.

  OSI ordered an independent third party inspection of the vehicle once we were notified by the Servicing Repair Facility that the vehicle was torn down and ready to be inspected on March 31, 2025.

  OSI received the independent third party inspection report on April 3, 2025 in which the inspector reported the following:

  Cause of Failure 1) Material failure of the timing chains and carbon build up on the valves.

  As failure due to carbon is specifically excluded under the Agreement, no claim consideration can be made for the engine.

  OSI will require further evidence of the failure to the sway bar to adjudicate line 2 of the claim. 

  Please contact our office if you have any questions

   

   

   

  Customer Answer

  Date: 05/14/2025

  I am rejecting this response because:   I would like a refund for the money I paid for this warranty. It didn't not cover my vehicle when services were needed. The company did everything possible to not cover these services, nor try to assist in any way $145 a month for no help at all. On top of the 2200 I spent for a rental while they pretended to be trying to approve the claim for a entire month.

  Business Response

  Date: 05/23/2025

   

  Ownershield, Inc. (OSI) is in receipt of the customer rejection notice regarding our recent response to BBB Complaint ID 23163683.

  Although we believe that our original claim decision is in accordance with the terms and conditions of the Agreement, OSI has agreed to authorize the replacement of the failed timing components and stabilizer bar.

  The carbon build up on the cylinder head/valves is not eligible under the Agreement, and will be the responsibility of the customer.  

  The Repair Facility provided a repair estimate of $4877.96 for all repairs.  The cost of the timing repairs and the
  stabilizer bar replacement is $2,552.09 after the $100.00 deductible.

  OSI has authorized the replacement of the timing chain, necessary timing components, and stabilizer bar replacement in the amount of $2,552.09 on May 23, 2025 under authorization number 25-29775-3.

  Please contact our office if you have any questions,

  Respectfully, 

   

  Business Response

  Date: 05/23/2025

  Attached claim authorization number 25-29775-3 

  Customer Answer

  Date: 05/23/2025

  I am rejecting this response because:   this is unfortunate as well unacceptable. I was originally told bc part of the repairs have were declined that nothing would be covered. Now 2 months later you are telling me part of it could be repaired. The shop no longer even have the vehicle neither do I. Due to the lack of assistance this company provide during my time of need my credit will now be affected for a volunteer surrender, as well as the 2200 I spent on the rental for a month. I never was told this information that was just stated. Again I'm requesting those funds be reimbursed to me for this inconvenience because this is so unprofessional and I've lost my credit worthiness as well as thousands of dollars.

• Initial Complaint

  Date:04/29/2025

  Type:Product 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.

  Endurance Automotive Warranty accepted 9 months of payments yet denied 4 separate claims submitted per their protocol. Weve since learned this is a common practice within the automotive warranty industry.

  Business Response

  Date: 04/29/2025

  ********* is simply the selling agent for this contract. The administrator is Smart AutoCare. This means that Smart AutoCare is responsible for the approval or denial of claims,and Endurance plays no role in the administration of claims. 
  
  Please forward this complaint to Smart AutoCare:
  
  Smart AutoCare (***********************************************************************************************************************************************************)

  Business Response

  Date: 05/23/2025

  
  Ownershield, Inc. (OSI) the Administrator of the *************** Agreement is in receipt of BBB Complaint ID ******** and provide the following information.

  On October 15, 2024 the customer purchased the Agreement through the Seller.

  As stated in the customers complaint, four ******** claims have been filed under the Agreement since purchase as follows:

   

  Claim 1, initiated on November 29, 2024 for the following concern:  Customer complaint sunroof not opening.

  As the failure occurred within the Agreement Validation Period, the claim in non-compensable under the Agreement

   

  Claim 2, initiated on February 27, 2025 for the following concern:  customer concern will not shift out of park.

  The repair facility found that the Vehicle would require an electronic shifter assembly.  As the part/service is not listed for coverage under the Agreement the claim is non-compensable

   

  Claim 3, initiated on March 12, 2025 for the following concern:  customer states will not shift out of park towed in.. Tech found the shifter switch/module will not activate internally issue with the actuator

  The repair facility found the shifter switch/module required replacement.   As the part/service is not listed for coverage under the Agreement the claim is non-compensable

   

  Claim 4, initiated on April 22, 2025 for the following concern:   Customer states sunroof not moving.  Tech found ************* internal failure.

  As the Sunroof failure was reported on November 29, 2024 for the same concern, no claim consideration can be made without proof of repairs performed to the sunroof between November 29, 2024 and when the fourth claim was filed on April 22, 2025.

   

  Our records indicate that the customer had cancelled the Agreement effective April 29, 2025.

  As per the Agreement under CANCELLATION; 5. All refunds will be issued through the Seller from whom the Agreement was purchased.

  Any questions regarding payments to the Seller or Cancellation Refunds must be addressed to the Seller of the Agreement as OSI is the party responsible for the adjudication of claims, and no payments from the customer are received by **********************.

  Please contact our office if you have any questions,  

   

   

  
  
  
  

  
  

• Initial Complaint

  Date:04/17/2025

  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.

  Will not pay for my vehicle problem. Things I specifically ask for coverage and now they will not cover! The whole reason for buying the warranty.

  Business Response

  Date: 04/17/2025

  ********* is simply the selling agent for this contract. The administrator is Smart AutoCare. This means that Smart AutoCare is responsible for the approval or denial of claims, and Endurance plays no role in the administration of claims. 
  
  Please forward this complaint to Smart AutoCare:
  
  Smart AutoCare (***********************************************************************************************************************************************************)

  Business Response

  Date: 04/22/2025

   

  Ownershield, Inc. (OSI) the administrator of the *************** Agreement is in receipt of BBB Complaint ID ******** and provide the following information.

  On July 20, 2023 the customer purchased a ******************** Agreement through the Seller, Endurance.

  The Premier Plus *************** Agreement covers only the parts and services listed under Agreement Section E. SCHEDULE OF COVERAGES:
  Coverage is limited to the parts described.

  On April 16, 2025 the servicing repair facility contacted OSI to initiate a claim for the following concerns:

  1. Customer states that the driver heated seat does not work after pressing the button.  Tech found that there is a fault with the pad on the driver side heated seat

  2.  Technician found that there is a dtc code c109d20 for a low vacuum condition detected. tech stated that one of the hoses has dry rotted and fallen off part number al3z7a785g. Shop requesting to replace the vacuum line.

  3. Customer states that the reverse camera is not working. Technician found that the reverse camera has failed.

  Under the Premier Plus Agreement, the driver side heat pad, the vaccumm hose, and the reverse camera are not listed for coverage under E. SCHEDULE OF COVERAGES, and therfore the claim is non compensible under the Agreement.

  The customer advised under Desired Settlement that he would like a refund.

  The customer will need to contact the Seller of the Agreement to cancel as stated under Agreement section E. CANCELLATION; 1. The Agreement Holder may cancel this Agreement by contacting your issuing Seller.  and; 5. All refunds will be issued through the Dealer from whom the Agreement was purchased.

  Please contact our office if you have any questions,