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Happy to address. Endurance is our administrative partner, but we at XCare have complete control over claims and denials/approvals. Endurance is a very large company, and as such have lots of lines of VSCs (vehicle service contracts) that they administer, but for XCare they simply handle our admin support.I purchased an X-care (aka Xcare, Xcellerate) extended warranty service contract on my 2016 Model X. I purchased it last year after summer, so the policy is around 9 months old now. It is a 7 year policy that ends when my X reaches 150K miles or 11/2028. It is mostly bumper to bumper other than battery pack, drive unit (which is so far still covered by Tesla), and body moulding trim/door seals and glass. So it is basically going to be used for the things that do tend to fail like falcon doors, handles, actuators, MCU, AC (which is what my current claim is about), and various other ECU's.
Now that I have a claim, my first, I will document how it goes. Stay tuned. I will preview that it is not going smoothly so far, but will wait a few days to start to document the timeline. It appears there could be a "crickets" issue. But, we will see.
One thing that concerns me is that the X-care people decided to use Endurance as their administrator. When I initiated my claim, I received an email from endurance so that is how I know that is who I am dealing with. I double checked the address and it matches with this Endurance out of Illinois. I saw their BBB profile, and I am concerned, not for myself (I can get a pro-rated refund of my contract and it just started), but I am concerned at the business practices and how Endurance is treating its customers.
Some of these customers are not able to self-insure or even deal with the type of hardcore interpretation of the warranty Endurance is applying. They appear to be doing everything they possibly can to deny claims, and it seems to go to the extreme to the point where I don't feel comfortable supporting such a company.
This is the BBB thread, and notice there is a huge surge of complaints just in the last 3 months-
Endurance Warranty Services, L.L.C. | Complaints | Better Business Bureau® Profile
View customer complaints of Endurance Warranty Services, L.L.C., BBB helps resolve disputes with the services or products a business provides.www.bbb.org
Thoughts?
This has been escalated, and apparently was approved on Friday for payment. Our VP of Sales will be reaching out to you shortly. We are constantly looking for ways to improve process for the best possible customer experience, and appreciate your calling this to our attention so we could rectify the situation. In the future, as with all of our members, please do not hesitate to reach out to me or my colleagues at XCare directly. No member should have to wait for communication, and had I known on Thursday/Friday about this issue I would have personally gotten involved to get you taken care of.The first problem I ran into was when dropping off the car I let the service advisor know I had an extended warranty, and his smile quickly turned into a frown and said "that's between you and the warranty, Tesla doesn't get involved."
The claims process states Tesla has to call in for authorization, and then Xcare/Endurance has to authorize and then when it is time to pickup the car, Tesla has to call again for payment. The Tesla guy wasn't interested in making either call. After asking why, he said they have had bad luck with 3rd party warranty companies denying claims, and wasting their time. We didn't get into names of companies, I just left it there.
I tried to call the guy who my claim was assigned to three times that day, and each time went to voicemail. I sent several emails and none of them were answered over the span of a couple of days and then the weekend hit, and their office is closed over the weekend. I'm sure Tesla would be thrilled to pay phone tag for approvals and authorizations and payment. They are already swamped as it is. There is a reason Tesla doesn't even answer (or really publish) their phone number.
This process seems clunky since neither party answers their phone.
The secondary process is to pay for repairs out of pocket and then hope they cover it and send a check. We will see how that goes.
The majority of the time it is not problematic to arrange payment. This is just an issue of missed communication, and could have been solved with a call directly to myself. All of our members have my direct line for assistance at any time.Sounds like a stressful process.
I was considering X-Care, now I’m not so sure.
Its not a stressful process at all. I have had it for a couple years now, and have it on a couple cars. I have used it less than a handful of times, but each time was super easy, but sometimes Tesla service really sucks (whether you are in warranty or not). The xcare team can only do so much when Tesla Service decides to shi** the bed in every way they can.Sounds like a stressful process.
I was considering X-Care, now I’m not so sure.
Anyone else have any insight on XCare? Looking into it for my car.
Anyone else have any insight on XCare? Looking into it for my car.
Glad we could help! Anyone interested can go to www.xcelerateauto.com/xcare to get more info or to set up coverage. Cheers! Brent @ XCareI just used it again on my Model S for a door handle replacement. Was super easy. This time, i paid for it since I wanted points. it only takes about a week and a half to get reimbursed. The communication is super clear. Fill an outline form when you have an issue, i get followed up with by the team who works only with Tesla owners, and get approval almost immediately after I send them the estimate.
These guys are doing a hell of a job. Have had XCare on 3 vehicles now.
A lot of owners are concerned about battery and drive unit coverage, especially if they are nearing the end of the factory coverage.So no coverage for HV Battery or drive units? That's my main concern.