• Report: #461178

Complaint Review: Endurance Warranty Services – TRUSTED BUSINESS | Ripoff Report Verified™ …businesses you can trust. Endurance Warranty Services backed by an AM Best “A” rated insurance company, proudly certified by Vehicle Protection Association. Endurance Warranty Services one of nation’s largest providers of vehicle service contracts.

Thank You

Read how Ripoff Report saves consumers millions.

  • Submitted: Fri, June 12, 2009
  • Updated: Thu, November 13, 2014

  • Reported By:Canandaigua New York
Endurance Warrenty Services - Consumer Direct Warranty Services - Mepco
3710 N. Kedzie Chicago, Illinois U.S.A.

Endurance Warranty Services REVIEW: Trusted Business. Customer Satisfaction Commitment: Endurance Warranty Services implemented strategic changes ensuring clients success, focusing on finding ways to assist clients better understand, implement vehicle protection policy. Endurance Warranty Services top priority to protect & educate consumers.
*UPDATE: Recognized by Ripoff Report Corporate Advocacy Program as a safe business service – Endurance pledges to always resolve any issues, feel safe, confident, & secure when doing business with Endurance, recognized by Ripoff Report Verified™ as a safe business service.

What's this?
What's this?
What's this?
Is this
Ripoff Report
About you?
Ripoff Report
A business' first
line of defense
on the Internet.
If your business is
willing to make a
commitment to
customer satisfaction
Click here now..

Does your business have a bad reputation?
Fix it the right way.
Corporate Advocacy Program™

SEO Reputation Management at its best!

IMPORTANT UPDATE: December 29 2014: Endurance Warranty remains committed to increased customer satisfaction and has improved their business practices over the years to better serve their customers. Endurance Warranty is truly dedicated to making sure their customers are satisfied and that any complaints which do arise are addressed promptly and fairly.

To date, Endurance Warranty has made good faith efforts to resolve all complaints reported on Ripoff Report. Based on our experience, the member business has proven to be among the top members of the Ripoff Report Corporate Advocacy Business Remediation and Customer Satisfaction Program as a Verified Safe Business™.

Over time and since becoming a member, Endurance Warranty has remained actively engaged and improving the way they address customer service complaints. As an active and current member of the Ripoff Report Corporate Advocacy Business Remediation and Customer Satisfaction Program we are happy to report that now more than ever Endurance Warranty remains committed to improving customer satisfaction. [continued below]....

.....

Remember, no company or individual can ever satisfy 100% of the people 100% of the time. There are no products or services that will always be perfect for everyone and even the best companies will receive complaints from time to time. However, by participating in the Corporate Advocacy Program, the member business has made a commitment to working with its customers to resolve complaints quickly and fairly whenever possible.

Please keep in mind that as a consumer you have some responsibilities as well. Success has many definitions that based on your past experiences, current situation and your perceived expectations. Success with any product or service is always based on the proper application and understanding. The fastest car will not run if you never turn the engine on. Look at how you used the product or service that was provided in relation with the instructions that you received. The Corporate Advocacy Business Remediation and Customer Satisfaction Program will help you get your voice heard but please be prepared with documentation and fair representation of your concern, also have an idea of how the company can fix your concern. Can they offer additional services, extend warranties, offer a fair refund or just get you talking with someone that can help. ..let them know and let us know!

*Any consumer not receiving satisfaction from a member of the Corporate Advocacy Program should email us at editor@ripoffreport.com
 Endurance Warranty  is Ripoff Report Verified

Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..

Ripoff Report Verified™ REVIEW:

EDitor’s UPDATE: Positive rating and recognition has been given to Endurance Vehicle Protection for its commitment to excellence in customer service.

Ripoff Report’s discussions and on-site review with Endurance have uncovered an ongoing commitment by the company to total client satisfaction. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any complaints or concerns. Endurance has initiated new and improved customer service tactics to ensure that every single customer experiences superior service. These additional steps to ensure customer satisfaction come after an already stringent set of standards that Endurance holds its employees to. By listening carefully to client concerns and addressing them in a timely and efficient manner, Endurance hopes to view any issues that may arise as an opportunity to learn from past mistakes and become more dynamic as a company in the services offered and the support for those services.

Endurance’s co-founder, Paul Chernawsky, has informed us that these standards have already gone into effect and have shown a great rise in user experience. In order to better serve their customers, Endurance has truly demonstrated how critical it is to listen to their clients’ issues and respond accordingly. By always putting their customers first, Endurance hopes to instill confidence in every person who purchases an Endurance vehicle protection policy.



Chernawsky also noted that Endurance’s motto, “Empowering Confidence for the Road Ahead,” is how each employee is trained to address any and all issues. “By empowering confidence in each driver, our customers know that they will be able to take their vehicle to any licensed mechanic in the United States or Canada, hand over their Endurance membership card, and have peace-of-mind knowing that they are in good hands and will be taken care of. We are always looking for new ways that we can help out our customers because they are that important to us. We understand that without them, we wouldn’t exist, which is why we have made their satisfaction our number one priority.”

Steven Kay, Customer Service Manager at Endurance, also commented on the new business practices that have been implemented. “We have seen an insanely positive response to our new customer satisfaction methods. The amount of positive comments from both our customers and employees has been unwavering this past year and we are elated by it all. I hope to see this continue throughout the extensive lifespan of our company and that customers understand that they are truly working with the best company available when they work with Endurance!”

The information provided in this report below is based on comments made by Steve Kay during an on-site inspection held by a third party verification company with no biases toward Endurance Warranty Service.

Endurance Warranty is Ripoff Report Verified
Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..

Endurance Warranty Service is a company specializing in providing vehicle service contracts for customers directly and through auto dealerships. The service contract acts like a warranty on the vehicle to cover the cost of repairs, breakdowns and other costly expenses that customers might otherwise have to pay out of pocket. Leads are acquired through various sources, such as Cars.com, top10reviews.com and TV commercials. Their policies are also sold through auto dealerships across the United States and Canada. The sales process begins with a customer contacting the company about the service contract. At this point, Endurance will ask the customer questions about their vehicle such as the VIN number, driving habits and mileage to determine the level of coverage that they qualify for.

Once this is determined, the contract is drawn up and the customer is offered the option of either paying the rate in full or breaking it down into monthly payments. The monthly payment option does not change the total amount of the contract, so they pay the same amount regardless of which options they choose. Endurance is not connected in any way to the actual sale of the vehicle, and they explain to the customer, as well as state in the contract, that any preexisting issues with the vehicle prior to the service contract are not covered by the warranty. In lieu of an inspection to determine the preexisting issues, Endurance provides the customer with a 30-day and 1,0000-mile waiting period at the beginning of the contract to ensure that the vehicle is actually running and it is coverable if anything goes wrong after that fact.



Endurance Warranty Customer Care & Complaint Resolution

At times, a customer may not feel satisfied with the service they’ve received. “A [typical] bad experience would be where somebody goes in for a repair, their claim is denied, and then all of a sudden they’re calling us and they’re upset because they were under the impression that everything is covered,” explains Steve Kay, a representative of the company. Mr. Kay explains that, unfortunately, this is a somewhat common complaint, but in an effort to try and avoid the issue to begin with, he and his team at Endurance Warranty Service have increased their focus on customer education to ensure that their customers fully understand the service contract and what is and is not covered. To resolve these issues, the team at Endurance will go above and beyond to assist the customer with any out-of-pocket expenses that are incurred as a result of an issue not being covered, such as waiving monthly payments to offset the cost. Once this is offered to the customer, Mr. Kay explains that they are typically happy and satisfied with the service.

After a complaint is resolved, Endurance employs the use of a follow-up system. “We’ll follow up with them a few days later or at a later date to see if their vehicle came out of the shop, if their repair was done, and if they’re back on the road. To ensure their customers are receiving the best service, Endurance Warranty Service has an A+ rating with the Better Business Bureau, are certified with the Vehicle Protection Association, have been the recipient of a Steve award for customer service, and are ranked #1 on top10reviews.com in the category of car warranty.

In response to a complaint posted against the company on Ripoff Report, Mr. Kay states that “My only rebuttal would be if you ever have issues, try contacting our customer service department first. I guarantee you that we will do anything and everything to make you a satisfied customer and if a consumer is reasonable in any way, they’ll know and they’ll see that we are doing anything and everything we can in every situation to help a customer.” Since receiving complaints on Ripoff Report, the team at Endurance has stepped up their focus on customer education to ensure their customers fully understand the contract they’re entering into and its limits. “We’re [also] doing our best to kind of right our wrongs, which is a big step for us, as well,” explains Mr. Kay.

Mr. Kay and the team at Endurance Warranty Service recognize the value of working with Ripoff Report and the Corporate Advocacy Business Remediation and Customer Satisfaction Program, and the platform it provides for business and clients to interact and resolve issues. “I think it means a lot. It’s a very big step in trying to not only resolve past issues but try to show that Endurance is actually always trying to get better. I’m very happy to be part of the company that is actually stepping up to the plate to right the wrongs to resolve the issues and put a positive foot forward for all of our customer,” states Mr. Kay.



Endurance Warranty: Statements from the Owner

"At Endurance, our customers’ satisfaction is valued above all. Which is why we are dedicated to resolving any issue that may arise. We are not a perfect company and are fully aware that we may experience a few bumps along the road when maintaining a healthy relationship with our customers. But it is how we overcome these obstacles and learn to avoid these “road hazards” in the future that sets us apart from any other company. We truly believe that we can learn from each and every customer, which is why their feedback is not only valued but also encouraged. Through customer feedback surveys, personal follow-ups, and adding additional channels for customer support, we have built up the foundation of our company and continue to empower confidence for the road ahead.” ~ Paul Chernawsky

Employee satisfaction is another very important aspect at Endurance, Mr. Chernawsky explains, “We believe in not only empowering confidence in our customers, but in our employees as well. By ensuring that your workforce is happy and finds enjoyment in their careers, we believe this general happiness will reflect onto our customers. Our employees are some of the most joyful and lively people I have ever heard on the phones. When speaking to one of our customer service representatives, their good moods are almost contagious.”

STATED IMPROVEMENTS FROM ENDURANCE

Endurance has established a new system of checks and balances that ensures every customer receives the excellent service that they deserve.

Highlights include:

Customer Feedback Surveys: Every customer that calls our Customer Service Department will receive a voluntary survey in which they are able to give us critical feedback as to how we are doing and where, if anywhere, we could use improvement.

Customer Follow-Ups: Customers who require additional attention receive direct calls and e-mail messages from the representative working with them. This personal touch allows for our customers to establish life-long bonds with our Customer Service Representatives so that a customer will always feel safe and well taken care of.

Improved Website Functionality: In order to better serve our customers, we used advanced technology to create the overall best user experience on our site. We have created a wealth of information that is easy to access and navigate so our customers are better informed and better prepared in the event of a mechanical breakdown.

Customer Service Awards: Recently, Endurance was honored as the Best Customer Service Department of the Year at the 2014 American Business Awards. Our improved website was also the top-winner of Best Website of the Year at the 2014 Golden Bridge Awards. We hope to continue our successful year by joining this Corporate Advocacy Program and ensuring all of our customers’ needs are met.



http://youtu.be/nChJBsMl-gQ?list=UU0DTds3kgQ-eJQIomTX1ymw

http://youtu.be/PKhDt5br7s8?list=UU0DTds3kgQ-eJQIomTX1ymw

http://youtu.be/hqIttaBg7Jw?list=UU0DTds3kgQ-eJQIomTX1ymw

http://youtu.be/wzb1wWTWrBs?list=UU0DTds3kgQ-eJQIomTX1ymw

http://youtu.be/kvFirf7x23E?list=UU0DTds3kgQ-eJQIomTX1ymw

http://youtu.be/hn8w5jDNmMs?list=UU0DTds3kgQ-eJQIomTX1ymw

Endurance Vehicle Protection recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Ripoff Report’s review, Endurance has made organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience.

In summary, after our review, which included discussions with the Co-Founders and Customer Service Manager of Endurance, Ripoff Report is more than convinced that Endurance is committed to quality delivery of services resulting in total client satisfaction.

Read more about why consumers should feel confident when doing business with a member of Ripoff Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.

Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, a program that benefits the consumer, ensuring them of complete satisfaction and confidence when doing business with a member business. this program works.

As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer.

NOW TO THE ORIGINAL REPORT THAT WAS FILED

--------------------------------

Endurance Warrenty Services - Consumer Direct Warranty Services - Mepco (product company) Consumer Direct Warrenty Services (one of many selling brokers) Endurance Warranty Services (finance/collections company) That is the basic breakdown of this scam. Chicago Illinois

Consumer Direct Warrenty Services does not sell policies. Instead they have multiple direct sell marketers sell for them while Mepco is the finance company that does the collections. I have had my policy for a little more than 30 days. I took my vehicle in this morning for scheduled service where it was identified that my transmission cooler had a small leak. I called consumer direct warrenty services to start a claim for the repair. After being on hold by an automated system for more that 40 minutes ( I was on my cell phone as well) I decided to email the company as stated on their recording. Sometime much later CDWS called my Ford service center and sent them a lenghty form to fill out which the service department did immediatly and faxed back in my presence.

The service department finaly received a reply from CDWS denying my claim at 4:00 pm. I started this claim at approxmiatly 9:30 am. I paid for the work to be completed from my own funds and immediatly returned home to read the warranty coverage information that I received about 3 weeks after I made payment to CDWS. What I realized is that CDWS can deny nearly every claim a consumer makes against their vehicle.

Example: you notice that your vehicle has a leak of some sort. You take the vehicle in in for diagnostics which determine you have a faulty radiator hose that have allowed the coolant to fall below safe levels. CDWS will not pay for the hose repair even though it will save your vehicles engine. They can reference it as operator negligence and deny the claim.

There are many other Direct marketing companies selling similar products as well. Helpful hints: request a confirmation number that references the conservation (a month and date is not an acceptful confirmation number. BE AWARE of generic quotes that do not have your vehicles specific information on them. It is typical for marketing companies to be very generic. It makes their work much easier. BE WISE and check the web and ask friends for references.

Concerned Consumer
Canandaigua, New York
U.S.A.

This report was posted on Ripoff Report on 06/12/2009 02:41 PM and is a permanent record located here: http://www.ripoffreport.com/r/Endurance-Warrenty-Services-Consumer-Direct-Warranty-Services-Mepco/Chicago-Illinois-60618/Endurance-Warrenty-Services-Consumer-Direct-Warranty-Services-Mepco-product-company-461178. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

Click Here to read other Ripoff Reports on Endurance Warrenty Services - Consumer Direct Warranty Services - Mepco

Search for additional reports

If you would like to see more Rip-off Reports on this company/individual, search here:

Search Tips
Report & Rebuttal
Respond to this report!
What's this?
Also a victim?
What's this?
Repair Your Reputation!
What's this?
REBUTTALS & REPLIES:
0Author 3Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Endurance Warranty is a scam

AUTHOR: Endurance_scam - ()

I filed a claim 1 year after my mother purchased a $ 2,400 extended warranty policy. A new serpentine belt was needs and an electric door lock broken. These items are explicitly listed as being covered under the warranty but the claim was denied with no explanation. Currently, taking this the insurance guarantee route and this will be covered but not because of any cooperation from the company. Just google these guys and it; will be clear that this is a scam. My $ 300 claim is something they're going to be sweating which gives me some satisfaction. I would however recommend just staying away from any of these extended warranty plans. If you do decide to get one, do your research as you don't want to get played. This is not even a material amount for me, but I don't like to see scams on older folks so will be seeing this challenge through.

 

Respond to this report!
What's this?

#2 Consumer Comment

Extended warranty scams

AUTHOR: Alr - (U.S.A.)

To the indignant consumer answer.First of all if you are a real consumer you wouldn't be hiding who you really are by not using any names.So its obvious you are someone from one of the companies.The way you answered tells me you are someone from the company.Most people or consumers are silly by nature.Why ?They are not experts in these areas you expect that person to be.Most people are not mechanically inclined and have n idea what to do when something happens with a car.And yes most people trust companies to be honest.Unfortunately in the extended warranty industry,I've never heard from anyone about any company that would actually pay off.In fact 90 %of the time consumers report no pay off.Most people that do research about extended warranties.Find out that its a waste of time and money.You are better off putting aside the money you are going to pay them and use it for repairs.I challenge anyone to come up with with the name of a company in this field with a good track record of paying off on these polices without a problem. And if there is tell me all the information so I can look it up and find out if its true.I have a used car and to this day I have not found one company you can trust or that more then one person says they are honest the way they do business.I detect as a company person you are a verbal abuser and a bully.Which is how sales works anyway.Once you learn how the sales business works.you find out profits equals to how many units you can move through your sales force.Its a commission or percentage business.The consumer doesn't matter.

So it is consumer beware out there.In the car industry folks nobody is your friend!Not now not ever.Its a cut throat industry.They are nice to you until you sing the papers and the loan is approved.After that nobody wants to know you.So mister whoever you were.Thank you for showing us how you really feel about the consumer that puts millions of dollars in your pocket.!!!
Respond to this report!
What's this?

#3 Consumer Suggestion

READ YOUR POLICY

AUTHOR: Consumer - (United States of America)

To the consumer who wrote the report:

You obviously do not know what you are talking about. As a consumer myself, i wouldnt believe a word you wrote and would urge others to not listen as well. First off, you purchased a policy for your vehicle in order to avoid costly repairs. If you knew what you were purchasing in the first place, you would understand that these policies cover any mechanical breakdown on your vehicle. For starters, leaks are not considered a mechanical breakdown!!! Also you took your vehicle in to be repaired shortly after 30 days of when you purchased the policy. These types of policies dont go into effect for 30 days and a thousand miles, in order to ensure you are not some sort of scammer trying to get a quick fix. You obviously had a PRIOR EXISTING CONDITION that you needed to get fixed and then got upset when they denied the claim, which frankly im happy they did. Also, your so ready to complain about this policy and how it didnt work when YOU DIDNT EVEN LOOK AT YOUR PAPERWORK. You stated yourself that you ended up paying out of pocket and went home to read your contract. For someone who paid MONEY for this, you should take your time to understand what you are buying. They give you 30 days to look it over, ask any questions, and even cancel your policy with a full refund. This infact is a good lesson foy you because it will teach you to become a better consumer and not blame others for your mistakes.
Respond to this report!
What's this?
Report & Rebuttal
Respond to this report!
What's this?
Also a victim?
What's this?
Repair Your Reputation!
What's this?

Advertisers above have met our
strict standards for business conduct.