Hi all, I am providing an update to my XCare Warranty Claim I had last week. This was my very first claim with XCare and Endurance.
Overall, dealing with XCare and their Customer Service:
Phenomenal customer service from Libby who reached out to me as soon as I posted about my claim on this thread and she followed through until the very end of the claim which was ultimately approved. Thank you Libby again for your great customer service.
Dealing with Endurance:
If you didn't know, XCare is part of Endurance, I believe its something along the lines of XCare sells the extended warranty and Endurance provides the funds for a repair when approved. Dealing with Endurance became a tough issue when at day 3 they were still approving my initial estimate which was only 1/3 of the final quote given to me. I'm not sure if I could have done anything differently but I really wish there was some type of priority given when an estimate is initially submitted to the final approval time frame.
My story: on Monday the 5th I submitted my estimate to Endurance which was about $1K. At the end of the day, around 3pm ish, Endurance reached out to me with questions of "why did this part go out, why are they replacing this and that part" and to be honest, I am not mechanic so I said "I don't know". Endurance tried reaching out to Tesla and the service Advisor was already home for the day. Monday at 5pm ish I was told, we need more information to approve your quote and we need to get a hold of someone to give us that information, I understood completely and was fine with waiting. On Tuesday morning I received an email from Endurance (automated) that said I needed to provide a quote from Tesla which was weird because I had already done so. Tesla reached out to me, I provided Endurance's phone number, I tried to stay out of it. I approved an extra hour of Diag time with Tesla since "Noise is still present", and they provided a quote for $3k for all the parts that had failed, and I sent that quote to Endurance by 5pm. Wednesday morning 5-6am time frame, I received another automated email saying I needed to provide a quote from Tesla and at around 9am I hadn't received any other type of communication from Endurance so I decided to call them and Involved Libby (via email) because I had a feeling I was doing something wrong. Libby Reassured me there was nothing I was doing wrong and that she would be stepping in to verify what was happening. I finally received an approval at 12pm but there was an issue, the approval was for only $1k which I later found out was for the original quote I submitted on Monday afternoon. I was frustrated at this point ONLY because Tesla Service advisor kept reaching out to me asking when repairs could start and that I was hurting their completion time at the service center. I reached out to Endurance over the phone and asked them why they had provided an approval on the old quote sent on Monday instead of the most recent quote sent on Tuesday, and to my surprise they said their system hadn't received the quote for $3k. I sent it to the person I was on the line with, he worked his magic, and finally provided me with an approval for the final estimate at 2:00pm. He also said credit card payment would be sent to the service advisor directly to his email which I provided. I immediately texted the service advisor at Tesla so repairs could begin. Repairs were completed Thursday night and I received a final bill for $3k. Friday mid morning I reached out to Tesla advisor to verify they received CC payment and he respectfully said he hadn't seen anything come through. I jump on the phone with endurance and they let me know the email address was put in the wrong field and the email never went out, but rest assured the email had now gone out to the service advisor. I called Tesla service advisor, he verified he received email, took payment, took my $100 payment (deductible) and told me my car was ready to pick up.
I want to conclude I am not frustrated with the outcome, approval, because I am a person to overthink everything and from reading other posts in this community, reading "If you cannot afford a New Tesla, you cannot afford a Used Tesla" kicked my overthinking into overdrive and decided to buy the only extended warranty option available to me with the intention of NEVER using it. In the end, I am very pleased with having purchased the warranty and if I could, I would do it again. I also want to mention, I am the type of "Lucky" that never ever has anything go the right way which is why I double check with available personnel whenever I can to verify I'm doing everything as I should be.
Overall, there are some things Endurance can do to make their procedures work better. Libby, keep doing what you do because your customer service is exceptional. if anyone is thinking of buying their warranty, I say go for it. There's my 2 cents.