American Truck Protection

American Truck Protection (“ATP”) makes every effort to provide itscustomers with a very positive experience and strives to achieve 100%satisfaction in all of its interactions with truck owners, dealers, and serviceprovidersFor more than years National Truck Protection, the parent
companyof ATP, has satisfied tens of thousands of customers and conducts business withintegrity and transparencyWhen a claim is presented to ATP, we in all cases rely on anindependent, authorized service network of over 3,locations to accuratelydiagnose failures and provide an explanation of their cause as well as beingable to service the vehicles and return them to proper working order. When a vehicle has an extended servicecontract with ATP, these locations report mechanical failures and breakdowndiagnosticsATP in turn, takes this objective third party information andchecks to see if the repairs are covered under a customer’s contractIf theyare covered repairs, ATP remits payment directly to the dealer A chronology of the events in *** *** *** claim is includedbelow Claim# *** On September 30, 2015, ATPreceived a call from a TA truck stop near Harrisburg Pennsylvania stating thetruck was brought to their shop with a complaint of a coolant leak. ATP recommended that the repair be performedby a factory authorized original equipment manufacturer (“OEM”) repairfacilityLater that day, ATP received a call from *** *** requesting locationinformation for an authorized OEM repair facilityATP provided the address for*** ** ***, which is an authorized OEM dealer.On September 30, 2015, ATP receiveda call from *** ***, the Assistant Manager for *** ** *** *** confirmed that the water pump was the cause of failure. ATP was given an estimate for the repair overthe phone and immediately provided the dealer with approved repair charges asper the terms of the ATP service contract Subsequent to this, *** *** contacted ATPto question the amount of the approvalATP informed *** *** that theamount of the approved charges was in accordance with the guidelines of hisservice contractHowever, in the spirit of good customer service, ATP spokeagain with the dealer on October 1, Based on this conversation, ATP sentanother approval on October 1, with additional labor hours to help *** *** get his truck back on the roadThedealer also adjusted their pricing down on the portion of the invoice that wasnot covered by the ATP service agreement.On October 2, 2015, ATP received an email from *** *** stating “Thank you for the extra helpTherepair turned out less than expected and I do feel as though things did end upfairly”.ATP always acts with complete integrity to fulfill all of the requirements of our service contractsIn thisparticular case, ATP went above and beyond to assist our customer and we werepleased to receive the acknowledgement of this from *** ***

Review: American Truck Protection denied to pay for items listed on the warranty. The claim was accepted and claim no. issued and later denied without eplaination. The warranty was paid in full by customer at purchase of a Semi TruckerDesired Settlement: Repair Semi Trucker

Business

Response:

Memo to Revdex.com Regarding Case # [redacted]American Truck Protection (“ATP”) makes every effort to provide its

customers with a very positive experience and strives to achieve 100%

satisfaction in all of its interactions with truck owners, dealers, and service

providers. For more than 31 years, National Truck Protection, the parent

company of ATP, has satisfied tens of thousands of customers and conducts

business with integrity and transparency. When a claim is presented to ATP, we in all cases rely on an

independent, authorized service network of over 3,000 locations to accurately

diagnose failures and provide an explanation of their cause as well as being

able to service the vehicles and return them to proper working order. When a vehicle has an extended service

agreement with ATP, these locations report mechanical failures and breakdown

diagnostics. ATP in turn, takes this objective third party information and

checks to see if the repairs are covered under a customer’s contract. If they

are covered repairs, ATP remits payment directly to the dealer. In the case of [redacted] ATP reviewed in detail with him the

components that were covered under his ATP service contract. Subsequent to

this, [redacted] contacted ATP on four different occasions in regard to

components that clearly were not covered in his service contract.A chronology of the events for [redacted]’s claims is included below:Claim

# [redacted] On May 21, 2015, ATP received

a call from [redacted], in order to verify that the truck he purchased had an

ATP service contract. An ATP representative reviewed in detail with [redacted] the components that were covered by his service contract.Claim # [redacted]On June 15, 2015, ATP

received a call from [redacted] stating that the electronic control module

(“ECM”) on his engine required replacement.

ATP informed [redacted] that the ECM is not a covered component in his

service contract.Claim #[redacted]On July 17, 2015, ATP received

a call from [redacted] stating that the engine oil cooler, water pump and

cylinder head gasket in his truck all required replacement. ATP informed [redacted] that these components are not covered by his ATP service contract.Claim #[redacted]On July 24, 2015, ATP

received a call from [redacted] stating that the cylinder head on his engine

required replacement. ATP informed [redacted] that the cylinder head itself is not a covered component. The cylinder

head is only covered if damaged by the failure of a covered component in the

service contract.Claim #[redacted]On July 31, 2015, ATP

received a call from [redacted] stating that he brought his truck to a repair

facility, [redacted] to address engine problems.On the same day, ATP

contacted [redacted] in [redacted] a factory authorized

[redacted] repair facility, to discuss their diagnostic findings in regard to

[redacted]’s truck. [redacted], a

Service Advisor, informed ATP that the cylinder head gasket failed and the

cylinder head required resurfacing. ATP

informed [redacted] that the cylinder head and head gasket are not covered by

the customer’s service contract. [redacted] had been informed

previously that these components were not covered by his service contract.ATP provides complete

transparency as to which items are covered in our service contracts. The service

contracts clearly state which components are included in the coverage, and

which components are not.In addition, National

Truck Protection, the parent company of ATP does provide service agreements

that cover cylinder heads, cylinder head gaskets and oil coolers, and these

service agreements were available to [redacted].

Review: I purchased a warranty contract for a truck that I purchased in February 18, 2015, and since the purchase date the truck has been in the shop longer that I have been able to use it, and American Truck Protection is refusing to Indemnify my truck to the state in which it was when I purchased it.Desired Settlement: I want my truck repaired and the cylinder head, cylinder head gasket and injectors and all the oil leaks repaired.

Business

Response:

American Truck Protection (“ATP”) makes every effort to provide its customers with a very positive experience and strives to achieve 100% satisfaction in all of its interactions with truck owners, dealers, and service providers. For more than 31 years National Truck Protection, the parent company of ATP, has satisfied tens of thousands of customers and conducts business with integrity and transparency. When a claim is presented to ATP, we in all cases rely on an independent, authorized service network of over 3,000 locations to accurately diagnose failures and provide an explanation of their cause as well as being able to service the vehicles and return them to proper working order. When a vehicle has an extended service contract with ATP, these locations report mechanical failures and breakdown diagnostics. ATP in turn, takes this objective third party information and checks to see if the repairs are covered under a customer’s contract. If they are covered repairs, ATP remits payment directly to the dealer. In [redacted] case, the independent authorized service provider diagnosed the problem with his truck and determined the cause of failure was a part not covered by the service contract. Therefore the claim was not paid.A chronology of the events in [redacted] claim is included below:Claim # [redacted] On April 23, 2015, ATP received a call from [redacted], the owner of the truck, stating that the engine in his truck was blowing white smoke out of the exhaust and was hard to start. ATP instructed [redacted] to bring the truck to an authorized [redacted] Original Equipment Manufacturer (“OEM”) dealer and to have the dealer call ATP so the cause of failure could be verified.On May 22, 2015, ATP received an email from [redacted]a Service Advisor) at [redacted] (an authorized [redacted] OEM dealer) which indicated that the failure was internal to the engine and they needed to remove the cylinder head to determine the cause.On June 2, 2015, ATP spoke with [redacted] who indicated that the cylinder head, cylinder head gasket and injectors required replacement. ATP informed [redacted] that these components were not covered components in the service contract.On June 11, 2015, ATP received an email from [redacted] containing documentation that stated the cylinder head was damaged and was itself the cause of the failure. ATP informed [redacted] that the cylinder head is not a covered component and would have only been replaced if it had been damaged by the failure of a covered component.In [redacted]’s service contract, the covered components are clearly listed on page 2. As noted, Cylinder Heads are only covered if damaged by a covered component. In this particular case, the cylinder head failed and was not damaged by any other component.ATP provides complete transparency as to which items are covered in our service contracts. The service contract clearly states which components are included in our coverage and which components are not.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The vehicle was purchased on 02/06/2015, and there is no mentioned AS-IS, and there is no one do or performed any repair on the engine, just the authorized personnel from the dealership. It does not make sense for me, as a customer, to purchase a vehicle (truck) from a dealership, and also purchase an expensive maintenance coverage, for an expensive vehicle (truck), and, at some point, when I need them, they denied to cover the loss. For me, it looks like I was victim form a Wolf Pack

Regards,

Review: I developed a bad water pump and I have coverage through this warranty company for my water pump. At the dealer that they sent me to they have agreed to cover 862.07 out of 1775 and the only thing that is advertised is a 100 dollar deductible. They are committing false advertising and it is abhorrent for someone that bought there product to find out like this that this goes onDesired Settlement: Either money returned for warranty or 1665 paid to repair facility

Business

Response:

American Truck Protection (“ATP”) makes every effort to provide itscustomers with a very positive experience and strives to achieve 100%satisfaction in all of its interactions with truck owners, dealers, and serviceproviders. For more than 31 years National Truck Protection, the parent companyof ATP, has satisfied tens of thousands of customers and conducts business withintegrity and transparency. When a claim is presented to ATP, we in all cases rely on anindependent, authorized service network of over 3,000 locations to accuratelydiagnose failures and provide an explanation of their cause as well as beingable to service the vehicles and return them to proper working order. When a vehicle has an extended servicecontract with ATP, these locations report mechanical failures and breakdowndiagnostics. ATP in turn, takes this objective third party information andchecks to see if the repairs are covered under a customer’s contract. If theyare covered repairs, ATP remits payment directly to the dealer. A chronology of the events in [redacted] claim is includedbelow. Claim# [redacted] On September 30, 2015, ATPreceived a call from a TA truck stop near Harrisburg Pennsylvania stating thetruck was brought to their shop with a complaint of a coolant leak. ATP recommended that the repair be performedby a factory authorized original equipment manufacturer (“OEM”) repairfacility. Later that day, ATP received a call from [redacted] requesting locationinformation for an authorized OEM repair facility. ATP provided the address for[redacted], which is an authorized OEM dealer.On September 30, 2015, ATP receiveda call from [redacted], the Assistant Manager for [redacted] confirmed that the water pump was the cause of failure. ATP was given an estimate for the repair overthe phone and immediately provided the dealer with approved repair charges asper the terms of the ATP service contract. Subsequent to this, [redacted] contacted ATPto question the amount of the approval. ATP informed [redacted] that theamount of the approved charges was in accordance with the guidelines of hisservice contract. However, in the spirit of good customer service, ATP spokeagain with the dealer on October 1, 2015. Based on this conversation, ATP sentanother approval on October 1, 2015 with additional labor hours to help [redacted] get his truck back on the road. Thedealer also adjusted their pricing down on the portion of the invoice that wasnot covered by the ATP service agreement.On October 2, 2015, ATP received an email from [redacted] stating “Thank you for the extra help. Therepair turned out less than expected and I do feel as though things did end upfairly”.ATP always acts with complete integrity to fulfill all of the requirements of our service contracts. In thisparticular case, ATP went above and beyond to assist our customer and we werepleased to receive the acknowledgement of this from [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]Thank you for working with me on this problem and I apologize I was unable to end this escalation sooner

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,