Complaint Review: Ripoff Report | Endurance Warranty Services, LLC - Northbrook, IL Illinois
Endurance Warranty Services REVIEW: TRUSTED BUSINESS, Commitment to Customer Satisfaction. Executive team, employees dedicated to understanding consumer needs, providing unparalleled customer service. Endurance’s approach to business focused on providing highest customer satisfaction in industry.
*UPDATE: Endurance pledges commitment to always improving operations by joining Rip-off Report’s Corporate Advocacy, Business Remediation and Customer Satisfaction Program. A program benefiting consumers by increasing confidence when doing business with a member business. Endurnace recognized by Ripoff Report Verified™ as a safe business service.
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IMPORTANT UPDATE: April 6, 2018: 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.
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 email@example.com
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.
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.
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.
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 Warranty Services, LLC Endurance uses false advertising to sell their products! Northbrook, Illinois
I purchased the warranty contract from Endurance on 2/28/2014 for my 2004 BMW X5. Coverage for this contract is the XTRA SUPREME as referred to by Endurance, at a cost of $3,364. On 6/11/2014 the vehicle appeared to have engine problems, and after immediately parking on the side of the road, a flat-bed tow truck then took the vehicle to BimmerTech in Orlando, FL shortly after to get diagnosed. After incurring a cost of $380 for diagnosis at my own expense, it was determined that the vehicle needs a replacement engine. I was told shortly after that an adjustor needed to inspect the engine, which he/she did and the outcome was never communicated to me or BimmerTech. Endurance requested the bill of sale for the vehicle and any service records available, which I faxed to them as instructed. After several days of not receiving any communication, Endurance informed BimmerTech that the claim was denied, and that I should speak to them over the phone to find out more. I was told that the claim was denied because the latest service record on 8/29/2014 showed the car had a few hundred miles less than in 2/28/2014 when the contract was purchased. I explained the vehicle was not driven often in that period, and provided proof of ownership and proof of insurance for my second vehicle and proof of insurance for a third vehicle I drive on a regular basis, as requested by a manager named "Dan", who told me that he would resolve the matter. He never did resolve anything nor did he communicate with me ever again. I was told multiple times that "Dan" was the person handling my claim, yet whenever I asked to speak to him I was told I could not, when I asked why, the customer service rep had no answer. Thereafter I communicated with Endurance continuously, repeating myself every time, since every time there was a different, equally incapable and powerless customer rep on the other side of the phone, repeating the same scripted answer. In summary, their reason for denying the claim is completely arbitrary and has no basis in the contract that was purchased. There is absolutely no clause that stipulates the vehicle has to be continuously driven either before or after the contract start date. Furthermore, the contract was sold without a vehicle inspection which would have avoided this entire situation. It has now been 43 days since Endurance was first contacted, and no resolution has been reached. In addition to breaching the contract, there is evidence of false advertising on the Endurance website (http://www.endurancewarranty.com/why-endurance). As of 7/23/2014 1:00 PM ET, in a paragraph on the aforementioned web address belonging to Endurance, it is stated "Unlike many protection plan resellers, Endurance is the direct administrator and obligor of every plan we offer. That means there's no middleman involved, and we can be with you every step of the way - from quote to claim...." Such a thing cannot be further from the truth, as I was told by Endurance customer service representatives over the phone, and in multiple occasions (I have thankfully recorded my conversations with them) to personally contact Interstate National Dealer Services of Florida, Inc., who is the administrator of the warranty contract, in order to resolve the matter with them! That means they are neither the direct administrator nor the obligor of the warranty contract!!! So in essence Endurance is not the warrantor, Endurance is simply a sales front for other companies' services. Endurance IS the middleman, as opposed to what they state on the website. In summary, Endurance is neither the direct administrator nor the obligor of the warranty contract, has arbitrarily denied my legitimate claim, and gives a bad reputation to the way we conduct business in America.
This report was posted on Ripoff Report on 08/04/2014 06:03 PM and is a permanent record located here: https://www.ripoffreport.com/reports/endurance-warranty-services-llc/northbrook-il-illinois-60062/endurance-warranty-services-llc-endurance-uses-false-advertising-to-sell-their-products-1167359. 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. READ: Foreign websites steal our content
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