Endurance Warranty

Come Tuesday, no word on coverage. My shop had to call the company for them to tell them that the claim was denied because the intake filter was changed with a non-stock one, and that the catalytic converters were off the car (they need to come off to take the engine out). When I called the company to cancel my warranty (to get some money back so I can cover the repairs, since they won't) I was told by the service rep that they don't cover any parts that are not made by the original manufacturer. In other words, don't go to AutoZone and buy a replacement K&N filter for your stock air box because it voids your warranty. Even Audi didn't have a problem with it, but they do. I feel like anything over what you paid, they will find a way to decline your coverage.

Read the other reviews, all the 5 star reviews have not had to file a claim. They just had a good experience while purchasing the warranty. Most of the one star reviews have had multiple things declined for no legitimate reason. I hope this review can save someone the hassle of going through what I did. Just save your money, or go to your trusted local shop and ask what company they generally have good experience with.

This company are just good salesmen. They will do anything to sell you their product but when it comes to paying out they will screw you. I should have caught on when they told me if I secure my contact in 24 hours I will get a lower rate. Also most warranty companies will give you your full money back if not used. Endurance only gives you a prorated amount back. Save yourself money, time and headache and find another company. Don't rely on the "good" reviews which don't mean anything if you read them. Hope this helps someone. By the way, my repair ended up being a bit over $8,000. I now know why they wanted to find anything to deny my claim.

On Friday, 5/11 I called Endurance to confirm that they received the email and fax from my service advisor. I was told that they did not receive. This chain of calls continued each day this week. On Monday, 5/14 when I called I asked for one point of contact at Endurance to speak to so that I do not have to relay my story each time I call as well for my service advisor to work with. I was given that and Bob never returned my calls or emails from my Service Advisor.

On, 5/17 I was fed and had enough. I called Endurance to let them know I would be seeking my attorney's advice on how to proceed forward with canceling my policy. I spoke to a rep named Mike and he offered to help me get answers. My service advisor was asked to email in the information that he had emailed and faxed. My service advisor did that for the THIRD TIME.

On 5/18 I received a call stating that my claim was denied due to the clerical error. Then I was told because I have over $3000 in repairs that they could find a shop that was cheaper to make my repairs. I reminded Mike that my car has only been serviced at the dealership since I purchased it and that my car is not running because it shut down on me on 5/9! To not have my calls returned, emails answered for over a week is unacceptable. Not to mention they never let me nor my service advisor know the status of my case each time either of us called. Over the past three weeks myself and BMW have spent over 20 hours on the phone and emailing Endurance and have been duped by them completely. Not only did I have to pay the repairs but my policy with them is $4000 as well. This means I am now out over $7,000! That is a down payment for a car or used car.

This is the worst service I have received for $4000 and I do not recommend anyone purchasing this warranty. Endurance is not the best in the business and they do not keep their word. They do not return emails, phone calls nor call you back when they say they will. I have family members with their policy and now they are also looking to cancel their policies after this incident.

Here is what it states in the policy “TRANSMISSION: All lubricated internal parts contained within the case. Computer modules & solenoids; filler tube & dipstick; vacuum modulator; and internal linkage. Transmission case ONLY if damaged by the Breakdown of a lubricated internal part.” With that definition, I was comfortable any issue that arose with the transmission would be covered. I chose the Premier Select package and paid for the term of the policy in full. I had the policy for a little over a year and on Tuesday March 27 I had a service engine light come on so I took the truck to a Dodge dealership. On Thursday March 29, I was informed that the service engine light indicated issues with the transmission. I provided the dealership with the Endurance claim telephone number to move forward with a claim.

The dealership submitted the Claim to the insurance company. Endurance said they had to have an inspector verify the codes and would be there on Monday April 2. I felt the claim was going to be covered and knew the policy would cover a rental if needed. I rented a car for a week expecting it would be covered and a week would be long enough for the repair. The inspector does not show up until Wednesday April 4. April 4, the inspector arrives, verifies the codes, and leaves the dealership. No information was given to the dealership. April 6 - I call the dealership inquiring about my truck and they said they have heard nothing from the inspector. I have to call the insurance and get an update because neither dealership, nor I, have heard anything from Endurance. Endurance states they have not called the dealer back and the dealer has to call them.

The dealership calls Endurance and they require the transmission to be dismantled to find cause of failure. On April 9, I receive a call from the dealership and have to approve a $583 tear down before insurance will move forward. This is written in the policy that I may have to incur this cost. If I don’t approve the tear down they will not move forward with the claim. I approve the teardown and have to wait for an inspector to come look at it again. April 11 inspector shows up and reviews all information provided by the dealer and leaves. There was no abuse or neglect identified. April 13 I call the dealership looking for an update. Dealership has not heard anything so they call Endurance. After multiple conversations between the dealer and Endurance I am informed by dealer that Endurance will not cover the transmission because it was caused by the torque converter.

NOTE: Nothing in the policy says it will not cover the torque converter. What they say in order to make sure they have a catch all is “for any part not specifically listed in the schedule of coverages.” There was NEVER a call or explanation that was initiated by the company about why my claim was denied. I called to get an explanation. Explanation: The torque converter caused the damage therefore, the transmission is not covered. Evidently, they do not consider the torque converter part of the transmission. The torque converter is considered outside of the transmission case. Please feel free to research a picture of the transmission and you will see where the torque converter is located.

Endurance says it is within the housing of the transmission but not the actual case, therefore not covered. That is their out and how you will now be on the hook for a $4500 transmission bill. Not to mention the $2395 I paid for the policy that did nothing and the $336 for the rental car that was not covered. Also, remember you had to pay $538 to have the transmission dismantled. Their “independent” third party inspector has to inspect it and tell you it was the torque converter that caused the failure, coincidently that lets the company off the hook. How many times do you think a transmission failure can be attributed to the torque converter? April 27, one month later I got my truck back from the dealer. Trying to understand why. May 1st I called Endurance and wanted to have a written denial letter explaining how and why my claim was denied. I initially spoke with a claims representative who had to send me to his Supervisor Daniel **.

It was not a pleasant conversation and turned very contentious. His stance was that the policy clearly states what is covered and what is not. I explained that I wanted a written denial letter so I could use it for future litigation for false advertising. The conversation ended with him stating that would send me a letter with a time frame of 2 days to 2 weeks. May 25th I still have not received the denial letter. I called at 08:00 was informed ** was not in his office and would call me back by noon, he never called. I called back at 13:00 and was told he was in a meeting and would call me back. Never received a call.

May 29th I called again and after an extended hold I spoke to **. I asked why I had not received a call and he stated he was not in the office on Friday. I asked why I had not received the denial letter and he said it was mailed on Friday the 25th. I asked why it was not mailed within the timeframe he stated. He said he was not sure and they must be backed up in the processing department. The point again is failure to follow through. Your policy does not cover what you think it does when it comes to the transmission. Make sure you understand that. And remember they will put it back on you and say “sorry you can’t read the fine print and know what is covered and what is not.” This review is intended to inform you what you are going to be dealing with when you purchase this product.

It was a peace of mind when I purchased the product, then turned into a nightmare when I had to use it. If I had known this information or read a review that detailed what actually happens in the case of a major repair, I would have definitely looked somewhere else or at least asked more questions. I gave 2 stars for customer service because the initial calls to their operators were always professional and courteous. The manager was not.

The Endurance rep answered every question, was polite about everything and he gave me all the specific info. I didn’t have everything unsaid. Nothing confused me. He sold me really good. I gave them a card number over the phone and he set the payment plan up. It comes out of my bank account. Once I set that up, I did the payments. I set up the maintenance that he told me to make sure that I do. Once I added the protection, they just wanted to make sure I have paperwork and that I had done work and everything on like service the whole truck prior to that so I have all of that on file.

‘Cause prior to that, my other extended warranty then required that. So I just went and did a full tune-up and made sure everything was flushed. But now, I’ll keep it in track. So that way if extended warranty has any question on it, then I have all that paperwork to back up everything I’ve done to it. I haven’t had a chance to use Endurance, but everything else was perfect.

I purchased a warranty from Endurance and they had good customer service. It was May when I got it and I paid a down of $150 fixed. But I didn’t know or I didn’t pay attention that they were gonna take out a payment of $124 the same month. I didn’t know that until yesterday when I needed to get some money. I was checking my account and I didn’t have any money. I was like, “What happened?” It almost depleted my account and I had a problem with that. I still ended up having a problem with my car but I wasn’t able to use the warranty until 1,000 miles in a month. So I had to get the car fixed and that took a lot of money.

I called my bank and they gave me the correct telephone number for MEPCO. As it turned out, MEPCO is a company that collects the payments for Endurance. So everything is okay. When I talked to the bank, the representative and I both were a little bit of afraid that this was totally unauthorized coming out of left field. I just have to call my bank back and give them the news that I don't need a new card. The only sad part is that my down payment and my first payment all happened in the same month. So it clobbered my bank account. But it is a correct transaction so I don’t have a problem. I also got Endurance's document and it clearly explains what's covered and what's not covered. I'm happy with it.

When I saw the first payment coming out in addition to the end of the deposit that was supposed to be returned, I called my bank. Then I called Endurance again and they were able to expedite it. But the representative said that they were short-staffed and he personally looked. Sure enough, my packet had been sitting there for the last two weeks. I had to have numerous calls with them to cancel. But the representatives were always proper to us. The person that I spoke with on several occasions was very helpful and personable. He did his job well. I got my money back too.

The customer service was very friendly but the process is wrong. It was just the paperwork end of it that I was dissatisfied with. That may need to be changed because what if your packet never comes? If you're cancelling, you can't do anything with the car anyway. I don't understanding why you need a packet if you're just calling. Their system is a little slouch too. I'm still getting text messages about my payment being overdue. But I wrote them a text back and then they sent the text that they're gonna stop.

I went online and put all my info in then they called me back. Their rep explained everything to me like how it works. I then made my decision on wanting to go with them. We negotiated a price and I was able to get a better price than when we started with it which I was happy with. He then transferred me over to the guy who makes the final evaluation and I made my payment. I paid with my credit card and they do reoccurring payments every month. Everything is fine right now.

I've been very satisfied with my experience although I'm having a mild discrepancy on my first claim but we're working it out. So far, everybody has been friendly and helpful. Also, I called customer service and they said my payment was late. I thought, though, it was an automatic debit because that was what I thought I read in the paperwork. But I paid it all and everything is all right now.

I talked to the representative on a weekend and he seemed to be knowledgeable. He even offered some personal stuff as far as what he experienced with cars and how good it is to get something like that. It worked out well and the whole purchasing experience was simple. Once they told me how much it was gonna be, I just requested that they send me a monthly notice in the mail then I would mail the payment in. So far, my experience with Endurance Auto Warranty has been easy and smooth.