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 providersFor more than years NTP, the parent company of ATP, has satisfied tens of thousands of customers and conducts business with integrity and transparency In all cases, ATP relies on its independent, authorized service network of over 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 diagnosticsATP in turn, takes this objective third party information and checks to see if the repairs are covered under a customer’s agreementIf they are covered repairs, ATP remits payment directly to the dealer A chronology of the events in [redacted] claim is included below Claim # [redacted] On January 18, 2017, ATP received a call from [redacted] an employee of [redacted] ***) dealer located in [redacted] stated that they would obtain the customers authorization to perform initial diagnostics On January 23, 2017, ATP received a call from [redacted] who stated the there was an issue with the engine camshaft and would forward information for review On January 31, 2017, ATP received pictures of the engine parts for analysis review ATP reviewed the pictures provided by the repairing dealer and it was determined that engine parts in question exhibited wear ATP referred to the [redacted] Original Equipment Manufacturer service bulletin (# [redacted] ) pertaining to the camshaft reuse guidelines This [redacted] bulletin clearly states that the wear exhibited by the pictures is and meets unconditional reuse per the ManufacturerTherefore the replacement of the parts will not be approved by ATP since there is not a failure American Truck Protection provides complete transparency as to which items are covered in our service agreementsThe attached agreement clearly states which components are included in our coverage and which components are not
Complaint: ***
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,
*** ***
Memo to Revdex.com Regarding Case # ***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
providersFor more than years,
National Truck Protection, the parent
company of ATP, has satisfied tens of thousands of customers and conducts
business with integrity and transparencyWhen a claim is presented to ATP, we in all cases rely on an
independent, authorized service network of over 3,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
diagnosticsATP in turn, takes this objective third party information and
checks to see if the repairs are covered under a customer’s contractIf they
are covered repairs, ATP remits payment directly to the dealerIn the case of *** *** *** ATP reviewed in detail with him the
components that were covered under his ATP service contractSubsequent to
this, *** *** 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 *** ***’s claims is included below:Claim
# *** On May 21, 2015, ATP received
a call from *** ***, in order to verify that the truck he purchased had an
ATP service contractAn ATP representative reviewed in detail with *** *** the components that were covered by his service contract.Claim # ***On June 15, 2015, ATP
received a call from *** *** stating that the electronic control module
(“ECM”) on his engine required replacement.
ATP informed *** *** that the ECM is not a covered component in his
service contract.Claim #***On July 17, 2015, ATP received
a call from *** *** stating that the engine oil cooler, water pump and
cylinder head gasket in his truck all required replacementATP informed *** *** that these components are not covered by his ATP service contract.Claim #***On July 24, 2015, ATP
received a call from *** *** stating that the cylinder head on his engine
required replacement. ATP informed *** *** that the cylinder head itself is not a covered componentThe cylinder
head is only covered if damaged by the failure of a covered component in the
service contract.Claim #***On July 31, 2015, ATP
received a call from *** *** stating that he brought his truck to a repair
facility, *** *** *** to address engine problems.On the same day, ATP
contacted *** *** *** in *** *** a factory authorized
*** repair facility, to discuss their diagnostic findings in regard to
*** ***’s truck. *** *** ***, a
Service Advisor, informed ATP that the cylinder head gasket failed and the
cylinder head required resurfacing. ATP
informed *** *** that the cylinder head and head gasket are not covered by
the customer’s service contract. *** *** 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 contractsThe 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 *** ***
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 providersFor more than years NTP, the parent company of ATP, has satisfied
tens of thousands of customers and conducts business with integrity and transparency In all cases, ATP relies on its independent, authorized service network of over 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 diagnosticsATP in turn, takes this objective third party information and checks to see if the repairs are covered under a customer’s agreementIf they are covered repairs, ATP remits payment directly to the dealer A chronology of the events in *** *** *** claim is included belowClaim # *** On March 31, ATP received a call from the *** *** who stated that his truck was having transmission issuesATP informed *** *** that the truck must be taken to an authorized Original Equipment Manufacturer (OEM) repair facility. On April 3, ATP received a call from *** *** who requested to take the truck to *** *** ***, and authorized OEM Isuzu repair facilityATP instructed *** *** to have the repair facility call ATP when the truck is there. On April 5, ATP contacted *** ***, a Service Advisor for *** *** *** to discuss their findings. *** *** informed ATP that the transmission electronic control solenoids failed causing progressive damage to the transmission. *** *** also provided ATP with an email detailing their diagnostic findingsATP informed *** *** that electronic components are not covered by the service contract and that progressive damage caused by the failure of a non-covered component would not be covered. As per *** ***’s contract, as noted by Section V., EXCLUSIONS AND LIMITATIONS (Items Not Covered) Exclusions and limitations include but are not limited to the following: OThe cost of repairing or replacing:All OEM Electronic Systems (including its parts)Any electronic controllers or modules (including their parts). American Truck Protection provides complete transparency as to which items are covered in our service agreementsThe attached agreement clearly states which components are included in our coverage and which components are not
[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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
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.
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]
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 32 years NTP, the parent company of ATP, has satisfied...
tens of thousands of customers and conducts business with integrity and transparency. In all cases, ATP relies on its independent, authorized service network of over 3000 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 agreement. If they are covered repairs, ATP remits payment directly to the dealer. A chronology of the events in [redacted] claim is included below. Claim # [redacted] On January 18, 2017, ATP received a call from [redacted] an employee of [redacted]) dealer located in [redacted] stated that they would obtain the customers authorization to perform initial diagnostics. On January 23, 2017, ATP received a call from [redacted] who stated the there was an issue with the engine camshaft and would forward information for review. On January 31, 2017, ATP received pictures of the engine parts for analysis review. ATP reviewed the pictures provided by the repairing dealer and it was determined that engine parts in question exhibited normal wear. ATP referred to the [redacted] Original Equipment Manufacturer service bulletin (#[redacted]) pertaining to the camshaft reuse guidelines. This [redacted] bulletin clearly states that the wear exhibited by the pictures is normal and meets unconditional reuse per the Manufacturer. Therefore the replacement of the parts will not be approved by ATP since there is not a failure. American Truck Protection provides complete transparency as to which items are covered in our service agreements. The attached agreement clearly states which components are included in our coverage and which components are not.
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 providersFor more than years NTP, the parent company of ATP, has satisfied tens of thousands of customers and conducts business with integrity and transparency In all cases, ATP relies on its independent, authorized service network of over 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 diagnosticsATP in turn, takes this objective third party information and checks to see if the repairs are covered under a customer’s agreementIf they are covered repairs, ATP remits payment directly to the dealer A chronology of the events in [redacted] claim is included below Claim # [redacted] On January 18, 2017, ATP received a call from [redacted] an employee of [redacted] ***) dealer located in [redacted] stated that they would obtain the customers authorization to perform initial diagnostics On January 23, 2017, ATP received a call from [redacted] who stated the there was an issue with the engine camshaft and would forward information for review On January 31, 2017, ATP received pictures of the engine parts for analysis review ATP reviewed the pictures provided by the repairing dealer and it was determined that engine parts in question exhibited wear ATP referred to the [redacted] Original Equipment Manufacturer service bulletin (# [redacted] ) pertaining to the camshaft reuse guidelines This [redacted] bulletin clearly states that the wear exhibited by the pictures is and meets unconditional reuse per the ManufacturerTherefore the replacement of the parts will not be approved by ATP since there is not a failure American Truck Protection provides complete transparency as to which items are covered in our service agreementsThe attached agreement clearly states which components are included in our coverage and which components are not
Complaint: ***
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,
*** ***
Memo to Revdex.com Regarding Case # ***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
providersFor more than years,
National Truck Protection, the parent
company of ATP, has satisfied tens of thousands of customers and conducts
business with integrity and transparencyWhen a claim is presented to ATP, we in all cases rely on an
independent, authorized service network of over 3,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
diagnosticsATP in turn, takes this objective third party information and
checks to see if the repairs are covered under a customer’s contractIf they
are covered repairs, ATP remits payment directly to the dealerIn the case of *** *** *** ATP reviewed in detail with him the
components that were covered under his ATP service contractSubsequent to
this, *** *** 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 *** ***’s claims is included below:Claim
# *** On May 21, 2015, ATP received
a call from *** ***, in order to verify that the truck he purchased had an
ATP service contractAn ATP representative reviewed in detail with *** *** the components that were covered by his service contract.Claim # ***On June 15, 2015, ATP
received a call from *** *** stating that the electronic control module
(“ECM”) on his engine required replacement.
ATP informed *** *** that the ECM is not a covered component in his
service contract.Claim #***On July 17, 2015, ATP received
a call from *** *** stating that the engine oil cooler, water pump and
cylinder head gasket in his truck all required replacementATP informed *** *** that these components are not covered by his ATP service contract.Claim #***On July 24, 2015, ATP
received a call from *** *** stating that the cylinder head on his engine
required replacement. ATP informed *** *** that the cylinder head itself is not a covered componentThe cylinder
head is only covered if damaged by the failure of a covered component in the
service contract.Claim #***On July 31, 2015, ATP
received a call from *** *** stating that he brought his truck to a repair
facility, *** *** *** to address engine problems.On the same day, ATP
contacted *** *** *** in *** *** a factory authorized
*** repair facility, to discuss their diagnostic findings in regard to
*** ***’s truck. *** *** ***, a
Service Advisor, informed ATP that the cylinder head gasket failed and the
cylinder head required resurfacing. ATP
informed *** *** that the cylinder head and head gasket are not covered by
the customer’s service contract. *** *** 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 contractsThe 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 *** ***
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 providersFor more than years NTP, the parent company of ATP, has satisfied
tens of thousands of customers and conducts business with integrity and transparency In all cases, ATP relies on its independent, authorized service network of over 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 diagnosticsATP in turn, takes this objective third party information and checks to see if the repairs are covered under a customer’s agreementIf they are covered repairs, ATP remits payment directly to the dealer A chronology of the events in *** *** *** claim is included belowClaim # *** On March 31, ATP received a call from the *** *** who stated that his truck was having transmission issuesATP informed *** *** that the truck must be taken to an authorized Original Equipment Manufacturer (OEM) repair facility. On April 3, ATP received a call from *** *** who requested to take the truck to *** *** ***, and authorized OEM Isuzu repair facilityATP instructed *** *** to have the repair facility call ATP when the truck is there. On April 5, ATP contacted *** ***, a Service Advisor for *** *** *** to discuss their findings. *** *** informed ATP that the transmission electronic control solenoids failed causing progressive damage to the transmission. *** *** also provided ATP with an email detailing their diagnostic findingsATP informed *** *** that electronic components are not covered by the service contract and that progressive damage caused by the failure of a non-covered component would not be covered. As per *** ***’s contract, as noted by Section V., EXCLUSIONS AND LIMITATIONS (Items Not Covered) Exclusions and limitations include but are not limited to the following: OThe cost of repairing or replacing:All OEM Electronic Systems (including its parts)Any electronic controllers or modules (including their parts). American Truck Protection provides complete transparency as to which items are covered in our service agreementsThe attached agreement clearly states which components are included in our coverage and which components are not
[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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
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.
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]
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 32 years NTP, the parent company of ATP, has satisfied...
tens of thousands of customers and conducts business with integrity and transparency. In all cases, ATP relies on its independent, authorized service network of over 3000 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 agreement. If they are covered repairs, ATP remits payment directly to the dealer. A chronology of the events in [redacted] claim is included below. Claim # [redacted] On January 18, 2017, ATP received a call from [redacted] an employee of [redacted]) dealer located in [redacted] stated that they would obtain the customers authorization to perform initial diagnostics. On January 23, 2017, ATP received a call from [redacted] who stated the there was an issue with the engine camshaft and would forward information for review. On January 31, 2017, ATP received pictures of the engine parts for analysis review. ATP reviewed the pictures provided by the repairing dealer and it was determined that engine parts in question exhibited normal wear. ATP referred to the [redacted] Original Equipment Manufacturer service bulletin (#[redacted]) pertaining to the camshaft reuse guidelines. This [redacted] bulletin clearly states that the wear exhibited by the pictures is normal and meets unconditional reuse per the Manufacturer. Therefore the replacement of the parts will not be approved by ATP since there is not a failure. American Truck Protection provides complete transparency as to which items are covered in our service agreements. The attached agreement clearly states which components are included in our coverage and which components are not.