Endurance’s status as America’s Best Vehicle Protection Plan Provider didn’t happen overnight. For almost 20 years, our company has prioritized listening to our customers and responding when things aren’t quite right. Keep reading for an upfront conversation about Endurance’s proactive approach to criticisms and negative reviews.

Unlike some companies, Endurance uses this feedback as an opportunity to grow and improve, ultimately leading to happier customers. This approach also counters the “scam” reputation that some extended warranty or vehicle service contract (VSC) providers have.

Common Endurance Reviews and Complaints

While consumer reviews about Endurance Warranty Services are generally positive, a few overlapping areas account for some of our company’s less-than-enthusiastic feedback. These complaints often center around:

• Claims Processing Times: Breakdowns and car troubles are stressful, but waiting for a claim approval can add to the frustration. The Endurance claims process is explored in more detail below.
• Coverage Misunderstandings: While Endurance strives to present contract terms in straightforward terms, the technical nature of automobile repairs means that some car owners may not fully understand coverage terms and conditions. Knowing what components are protected (and which ones aren’t) is fundamental to satisfaction with an extended warranty or VSC.
• Communication Challenges: Some reviews mention difficulties contacting Endurance customer support or receiving a timely reply to an inquiry. Our company’s approach to connecting with customers is highlighted later in this article.

While no business is perfect, Endurance recognizes the existence of pain points for some customers. As you’ll learn, our company is proactive about improving its interaction with prospective clients and the thousands of car owners who’ve trusted Endurance auto protection plans.

How Endurance Addresses Customer Concerns

Seeking to continually improve the customer experience, Endurance has implemented several initiatives to address complaints:

• Dedicated Escalation Team: Endurance has assembled a specialized action team to oversee urgent customer issues and resolve problems promptly. This skilled group steps in, giving issues immediate attention and addressing critical customer concerns. The net results are quicker response times and reduced customer frustrations.
• Expanded Online Resources: Endurance has made considerable investments in self-service capabilities for prospective and current customers. This is all built around the “Resources” section of the Endurance website. The extensive FAQs offer dozens of answers to common coverage questions. Meanwhile, the Endurance blog hosts a vast library of articles explaining extended warranty and vehicle service contract insights ranging from coverage basics to navigating the claims process.
• Active Response on Review Platforms: Negative feedback provides an opportunity for improvement and to demonstrate a commitment to customer satisfaction. Endurance regularly monitors Google Reviews, Trustpilot, ConsumerAffairs, Better Business Bureau (BBB), and other feedback sites to respond promptly to unfavorable reviews. By engaging with customers in these public forums, we can address issues transparently and show potential clients that feedback is taken seriously.
• Ongoing Customer Service Training: Endurance’s customer service team receives regular training to support its client-focused mission. This coaching helps staff handle a wide range of inquiries and concerns. These training activities provide in-depth product knowledge, improve communication skills, and enhance problem-solving techniques. The ultimate goal is a responsive customer service team that can face any challenge.

Transparency in Coverage and Claims

When a car owner first contacts Endurance about an extended auto warranty or VSC, we make it a point to be upfront. This transparency ensures customers clearly understand what they’re buying, making an informed decision possible. This clarity comes from the following:

• Detailed Plan Explanations: Even before a car owner pays anything to Endurance, they can review coverage terms. Endurance is one of the few auto protection providers that post sample contracts online. Prospective customers can review their options in detail and, equally important, ask coverage questions before signing anything. Endurance believes educating customers at the outset helps set expectations and minimizes confusion later.
• Upfront and Honest Communication: Direct and forthright communication is another hallmark of Endurance. There’s no hidden pricing when you have the ability to shop plans and see your price online, and the claims process is also an open book. On the phone, our team members are straightforward about what’s covered or excluded; there are no arbitrary decisions about covered repairs. If a particular auto repair or issue isn’t covered, we alert the customer and will review any possible alternatives.
• Access to the RepairPal Network: While Endurance plan holders can choose any licensed facility for covered repairs (including dealership service departments), they also have the option to access the RepairPal Certified shops. This valuable resource comprises more than 3,900 trusted repair shops nationwide. Each shop undergoes a rigorous vetting process that covers technical skills, customer service, and fair pricing.
• Clear and Accessible Policy Documents: All contracts are written in plain language. Contract sections include “How to Read this Agreement,” “Definitions,” “What is Covered,” and “Exclusions—What Is Not Covered,” making coverage more understandable and approachable. Coverage documents are accessible through the Endurance customer portal or the exclusive smartphone app.

Ongoing Improvements to Customer Experience

Customer service is the very essence of Endurance’s offerings. So, our company continuously strives to enhance the client experience. In addition to concentrating on improvement areas, Endurance has undertaken several initiatives to strengthen customer satisfaction:

• Streamlined Claims Process: Endurance has optimized the claims process for efficient handling. Less severe car repairs require a simplified process with reduced paperwork, enabling owners to get back on the road sooner. At the same time, technology helps keep the disruptions of major repairs in check. Endurance also recognizes that fast claim approvals are directly related to high customer satisfaction.
• Customer Service Options: Our customer service team can be contacted by phone or email, enabling coverage plan holders to access support how and when it’s convenient. In addition, the Endurance smartphone app provides similar easy access to customer service and benefits.
• Customer Experience Awards: Ongoing training and development for Endurance’s customer service is validated through numerous awards. In 2024, this recognition included a Stevie Award for Sales & Customer Service (Bronze Stevie, Contact Center of the Year) and a Golden Bridge Award (Gold Globee for Customer Service Department of the Year).
• Customer Happiness Tracking: Endurance closely monitors customer sentiment through surveys, feedback, and online reviews. These critical insights help identify opportunities for improvement, make data-driven decisions affecting client satisfaction, and enable us to stay attuned to our customers’ needs and preferences.
• Proactive Communication: We keep customers informed with updates on claims status and reminders about essential ownership milestones, such as maintenance tasks. These efforts help planholders get the most out of their Endurance coverage.

The Benefits of Choosing Endurance Auto Protection

While complaints about Endurance do surface from time to time, our customers have come to rely on their Endurance Warranty plans for peace of mind and protection against breakdowns. This value comes from extensive benefits that are part of every Endurance contract. We offer:

• Comprehensive Coverage Options: Endurance offers a range of auto protection plans tailored to different budgets and needs. With affordable monthly payment plans, say through our Secure plan, any car owner wanting essential powertrain safeguards can drive affordably and confidently. Meanwhile, our Supreme plan provides protection similar to a new car bumper-to-bumper warranty. There are also in-between and customizable options that balance cost and coverage. A choice of deductibles from $0 to $200 also helps customize each plan. In addition, Endurance has plans with routine maintenance support or coverage for select luxury models, high-mileage cars, or commercial-use vehicles.
• 24/7 Roadside Assistance: Car troubles are stressful enough without worrying about seeking help. All Endurance plans include 24/7 roadside assistance, which provides towing, jump starts, lockout assistance, fuel delivery, and other services. Access is available by phone or through the Endurance smartphone app.
• Rental Car Support: Qualified repairs are eligible for rental car reimbursement.
• Trip Interruption Protection: Covered repairs away from home are eligible for a daily allowance to cover food and lodging.
• Elite Benefits: Every Endurance customer can receive one year of Elite Benefits. A small activation fee opens access to exclusive perks like tire repairs and replacements, key fob replacement, collision repair discounts, and total loss coverage. These bonuses are worth up to $2,000.*
• Transferable Coverage: An active Endurance vehicle service contract can be transferred to a new owner, potentially increasing the car’s value and making it stand out in a crowded used car market. The process is simple and requires a modest administrative fee.

Frequently Asked Questions

How does Endurance handle customer complaints and resolve issues?

Endurance regularly monitors review platforms, social media, and other sources for negative feedback. Complaints are addressed individually and compiled to identify any emerging trends. Endurance also has a dedicated escalations team to prioritize urgent issues and provide prompt resolutions.

What should I do if I have a concern about my Endurance plan?

Endurance’s award-winning customer service team is the central point of contact for any issues involving our vehicle service contracts. These representatives are available by phone, email, or the Endurance Mobile app. Customers are encouraged to reach out if there’s an issue, question, or concern.

Are Endurance reviews generally positive?

Yes, the majority of Endurance customer reviews are positive, with customers praising the company’s comprehensive coverage, helpful customer service, and added benefits. For instance, Endurance has a 4.6 out of 5 rating on Consumer Affairs, which is based on over 14,000 reviews. In contrast, competitors CarShield and CARCHEX each have a 4.0 rating or below. These ratings are as of February 2025. While no company is perfect, Endurance learns from negative feedback as an opportunity to improve and grow.

How can I ensure I understand my Endurance plan coverage?

Before purchasing an Endurance auto protection plan, review the sample contracts and ask questions. Following the start of coverage, you can access your contract via the online customer portal or the Endurance smartphone app. Contact our company’s customer support team for help clarifying coverage terms and conditions. These professionals are available to answer any questions, provide claims support, or other assistance with your Endurance Warranty plan. If you find your coverage doesn’t quite fit your needs and you wish to cancel, you can do so with our 30-day money-back guarantee.

Around-the-Clock Confidence with Endurance

There are many options for choosing an extended car warranty, but this coverage is only as good as the business behind the protection. After all, what’s the point of paying for an auto protection plan if the warranty company doesn’t prioritize customer satisfaction? Endurance takes this to heart by concentrating on the customer experience, which includes acknowledging the pain points that sometimes arise in a service business.

To learn more about protecting your car, explore the Endurance online store for instant coverage and pricing details. You can also request a FREE quote or give us a phone call at (800) 253-8203 to speak with an Endurance advisor.

Visit the Endurance blog for more insights into comparing other extended warranty companies, automotive FAQs, and other car-related topics.