Complaint Review: Endurance Warranty Services LLC - Northbrook, IL 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.