National Truck Protection Co, Inc.

Memo to Revdex.com Regarding Case # ***
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National Truck Protection (“NTP”) 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 has satisfied tens of thousands of customers and conducts business with integrity and transparencyNTP always strives to communicate with our customers in a professional and open mannerAll our customers always have the ability to reach a member of the senior management team
After review of *** *** letter to the Revdex.com, we are puzzled as how he could not understand the coverage level he purchased in his extended service contract
In *** *** contract, the coverage for the 1st and 2nd year is written in clear and bold typeNTP makes this very clear for all of its customers to see all of the specific coverage levelsAlso, in all of its advertising, NTP presents in clear and unambiguous terms what truck components are covered in its service contractsThere is no small print or hidden information in any of NTP’s written materials
When a claim is presented to NTP, 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 contract with NTP, these locations report mechanical failures and breakdown diagnosticsNTP 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, NTP remits payment directly to the dealer
A chronology of the events in *** *** *** claim is included below
Claim # ***
On July 22, 2015, NTP spoke with *** *** (a customer service representative) from *** *** *** (“***”), a factory authorized original equipment manufacturer (“OEM”) repair facility for *** *** truck*** *** stated that *** *** authorized engine diagnostics and *** determined that the piston rings and cylinder liners in his engine were worn excessively and required replacement
*** *** contract provided Platinum coverage from April 9, to April 8, or during the first 100,elapsed miles on the odometer since the contract start date, and then provided Major Component Coverage (“MCC”) from April 9, to April 8, 2016, or from 100,to 200,elapsed miles on the odometerClaim #*** took place during the MCC periodIn the service contract, “Wear-Out” is explicitly listed as only covered during the first months or 100,miles
NTP informed *** as well as *** *** that the Wear-Out portion of the service contract had expired on April 8, (after months) or at 446,odometer miles (after 100,miles)The coverage in force on the engine as of July 22, was for failures of major engine components due to OEM defects in materials / OEM workmanship (please refer to attached service contract)In addition to Wear Out, cylinder liners and piston rings are not components that are covered by the MCC portion of the service contract coverage

Claims department is very rude and dismissiveCalled to get detailed explanation of benefits from claims department and claims rep hung the phone up on me after he complained about other callers stating that they wish that they had never bought the policyI proceeded to call back and the claims rep actually accused me of hanging up which was totally falseClaims rep was very unprofessional and disrespectful

Memo to Revdex.com Regarding Case # ***National Truck Protection (“NTP”) 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 NTP has
satisfied tens of thousands ofcustomers and conducts business with integrity and transparency. In all cases, NTP relies on its independent, authorized service networkof over locations to accurately diagnose failures and provide anexplanation of their cause as well as being able to service the vehicles andreturn them to proper working order. When a vehicle has an extended service agreement with NTP, theselocations report mechanical failures and breakdown diagnosticsNTP in turn,takes this objective third party information and checks to see if the repairsare covered under a customer’s agreementIf they are covered repairs, NTPremits payment directly to the dealerA chronology of the events in *** *** claim is included below. Claim# ***On July 7, NTP receiveda call from *** *** stating that his cylinder head gasket was leakingcoolant, NTP instructed the customer to take the truck to an authorized OEMdealer.On July 9, NTP receiveda call from *** *** from *** * *** (an authorized OEM dealer) whostated that *** *** authorized engine diagnostics and they determined thatthe engine has a failed cylinder head. NTP requested an itemized estimate for fleet parts pricing and labor accordingto OEM time guidelines and also provided the dealer with documentationoutlining NTP’s repair guidelines.On July 10, NTP receivedthe repair estimate from the dealer, the quoted labor was excessive and thedealer stated that they are a “flat rate” shop and do not abide by OEM timeguidelines.On July 11, NTPcontacted *** at *** * *** and attempted to negotiate the laborcost to assist *** *** agreed to charge only the labor they hadinvolved with the repair but would not know that amount until the repair wascompleted.On July 11, NTPdiscussed the current status of the claim with *** *** and informed him thatthe approved labor would be increased to further assist him. It clearly states in sectionVIII of *** *** service contract that “NTP will authorize 100% of thecomponents and labor charges required to correct only the covered failure basedon OEM time guidelines and fleet parts pricing; minus any applicable deductableand the cost of non-covered items”.In this particular case, the repairing dealer charged thecustomer an excess amount of “repair time” above and beyond the OEM timeguidelines.NTP authorized payment of the claim in a timely manner as per the terms of theagreementThen, in an effort to further assist *** *** the company wentbeyond its contractual obligations and paid additional expenses on behalf of* ***. NTP went beyond itscontractual requirements and standard operating procedures, and paid additionalcosts for *** ***As of July 23, NTP has approved a total of $3,479.80for repairs performed to *** *** truck

National Truck Protection (“NTP”) 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 has
satisfied tens of thousands of customers and conducts business with integrity and transparencyIn all cases, NTP relies on its 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 NTP, these locations report mechanical failures and breakdown diagnosticsNTP 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, NTP remits payment directly to the dealerA chronology of the events in *** *** *** claim is included belowClaim # *** On March 11, 2016, NTP contacted *** *** and informed him that even though his contract had expired, NTP would go above and beyond in the interest of good customer service and work with a factory authorized repair facility to resolve the issues he has been experiencing with his engine*** *** *** in Downey, California (a factory authorized repair facility) is currently in the process of diagnosing the cause of the issues with the vehicle, and NTP has kept *** *** informed of the progressNTP will authorize payment for the required repairs to get the truck back into service as soon as possible

Follow up Memo to Revdex.com Regarding Letter from *** ***
National Truck Protection (“NTP”) 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 has satisfied tens of thousands of customers and conducts business with integrity and transparency
In keeping with this tradition, NTP has made every reasonable effort to satisfy *** *** above and beyond the requirements of the service agreementFor example, most recently NTP replaced a non-covered component for *** *** at no charge to him*** *** truck had a sensor that needed to be replacedSensors are not included in the NTP service agreementHowever in the spirit of good customer service, NTP agreed to reimburse *** *** $for the sensor
Most recently, *** *** sent Revdex.com a letter citing dissatisfaction with NTP because he wanted proof of a warranty on the replacement engine and he wanted an ECM reading of the mileage on the replacement engine
With regard to *** ***’s two requests:
Request for warranty documentation for the replacement engine: As has been previously related to *** ***, his existing NTP service agreement covers the replacement engineAll terms and conditions of the existing NTP service agreement applyThis has been communicated to him
With regard to documentation for the replacement engine mileage, attached as per *** ***’s request is a printout from the Electronic Control Module (“ECM”) which clearly documents the elapsed mileage on the replacement engineAs can be seen, the engine mileage is 601, This is actually 63,miles less than the original engine from *** ***’s truck which had 664,miles when it failedFurther, the replacement engine (serial # ***) was manufactured in November The original engine from *** ***’s truck (serial # ***) was manufactured in September This information can be verified through any authorized *** engine distributor
NTP has continued to provide *** *** information and service in an effort to satisfy his requests and acted with complete integrity fulfilling all of the requirements of the service agreement

I cannot say enough about NTP's willingness to go above and beyond for our customersThank you NTP and you can count on our business in the future!
Colonial Volvo Truck Sales

National Truck Protection (“NTP”) 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 has
satisfied tens of thousands of customers and conducts business with integrity and transparencyWhen a claim is presented to NTP, 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 contract with NTP, these locations report mechanical failures and breakdown diagnosticsNTP 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, NTP remits payment directly to the dealerA chronology of the events in *** *** *** claim is included belowClaim # *** On February 16, 2016, NTP received a call from *** *** who stated that his engine has low oil pressure and he was having the truck towed to *** *** a factory authorized original equipment manufacturer (“OEM”) repair facility to be diagnosedOn February 19, 2016, NTP received a call from *** *** who stated that he received an email from *** *** indicating the “o-rings” (also known as seals) used with the oil pickup tube were the root cause of the engine failure*** *** forwarded the email from *** *** to NTPThe email clearly states that they found the oil pickup tube o-rings had gone bad and hardened, which caused low oil pressure in the truck engineThe low oil pressure subsequently led to the failure of the #rod bearing in the engineAfter reviewing this email, NTP contacted *** *** and informed him that any type of o-rings or seals, are not covered components as stated in the NTP service contractFurther, any progressive damage caused by the failure of these o-rings is also not coveredAs per the NTP service contract, as noted in Section V., Exclusions and Limitations (Items Not Covered), Letter IFailures caused by faulty seals or gaskets, are not coveredNational 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

I have heard about you, and you are still scamming hardworking truck drivers. I dont see how you sleep at night.
My first truck was under warranty with these creeps, and I got out of it. Stay far away from these guys..

National Truck Protection (“NTP”) 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 has...

satisfied tens of thousands of customers and conducts business with integrity and transparency.   In all cases, NTP 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 NTP, these locations report mechanical failures and breakdown diagnostics. NTP 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, NTP remits payment directly to the dealer.   A chronology of the events in [redacted] claim is included below.     Claim # [redacted]   On September 7, 2016 NTP received a call from the [redacted] who stated that his engine lost oil pressure and he brought the truck to a repair facility.  NTP requested that [redacted] have the dealer call so the cause of the failure could be verified.   On September 7, 2016 NTP was contacted by Mr. Tom L[redacted], a Service Advisor for [redacted], an authorized Detroit Diesel Original Equipment Manufacturer repair facility.  Mr. L[redacted] informed NTP that the engine oil pick up tube O-rings (seals) had failed and required replacement.  Mr. L[redacted] and [redacted] were informed by NTP that the oil pick up tube O-rings (seals) are not covered by the NTP service contract.   As detailed by [redacted]’s service contract, Section V., Exclusions and Limitations (Items Not Covered): Letter I. Failures caused by faulty seals or gaskets. Letter O. Cost of labor necessary to repair or replace seals and gaskets.   National 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.

[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.]
Revdex.com:
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,
[redacted]

National Truck Protection (“NTP”) 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 has satisfied tens of thousands of customers and conducts business with integrity and transparency.   When a claim is presented to NTP, 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 NTP, these locations report mechanical failures and breakdown diagnostics. NTP 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, NTP remits payment directly to the dealer.   A chronology of the events in [redacted] claim is included below.     Claim # [redacted]   On July 8, 2016, NTP received a call from [redacted] who stated that the engine in his truck began to lose power and the engine warning light is illuminated.  NTP instructed [redacted] to take his truck to a factory authorized International original equipment manufacturer (“OEM”) dealer to have the engine issue diagnosed.   On July 9, 2016, NTP received a call from [redacted] a Service Advisor for [redacted] (a factory authorized International OEM dealer).  [redacted] informed NTP that he would obtain authorization from [redacted] to diagnose the cause of the engine issue and would contact NTP with his findings.   On July 13, 2016, NTP received a repair estimate from [redacted].  The estimate stated that the Exhaust Gas Recirculation (“EGR”) valve had failed and the Injection Pressure Regulator (“IPR”) valve wiring was burnt requiring that both components be replaced. The EGR valve is a component of the emission control equipment and the IPR valve is an electronic component controlled by the engine Electronic Control Module. After reviewing this document, NTP informed [redacted] and [redacted] that these components are not covered components as stated in the NTP service contract.   As per [redacted]’s NTP service contract, as noted in Section V. Exclusions and Limitations (Items Not Covered):   Letter J., Number 6. All OEM Electronic Systems (including its parts).   Letter W. Emission control equipment including, but not limited to: EGR valves, coolers, catalytic converters, mufflers, Diesel Particulate Filter, and actuators (including valve actuators & mounting hardware) unless specifically listed in this document or in any addenda to this document.   National 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.

On September 20, 2016, NTP received a call from [redacted] who stated that he was having engine issues and brought his truck to [redacted], an authorized Detroit...

Diesel Original Equipment Manufacturer (OEM) repair facility.  [redacted] determined that contaminated fuel caused damage to the fuel injectors which now required replacement.  NTP informed [redacted] that the coverage for his fuel injectors had expired.
 
On September 23, 2016, NTP received a call from [redacted], a Service Advisor for [redacted] who stated that they replaced the injectors in [redacted] truck but there are additional internal issues with the engine.  NTP questioned if the issues were progressive damage caused by the fuel injectors and related components that had failed. [redacted] stated that they would diagnose further and advise NTP of their findings.
 
On September 27, 2016, NTP received a call from [redacted] who stated that multiple engine bearings had failed and the root cause of the failure was from the leaking injector cups. NTP informed both [redacted] and [redacted] that since the fuel injector coverage lapsed, the failure was not covered by the service contract.
 
As per [redacted] contract, a listing of covered components as noted by Section IV. Coverage indicates that the injectors are covered in the 1st 12 months or 1st 100,000 miles only (whichever occurs first).
 
National 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.

Complaint: [redacted]
I am rejecting this response because:   I followed the guidance of the NTP and went where the NTP said to take it for the repair.  If the dealer charged too much it is between the dealer and NTP to resolve that. It should not be up to the customer to try and fix this when the truck is apart. I am in talks with a legal team for a lawsuit on this matter.
Regards,
[redacted]

Attached is our response to case # [redacted], filed by [redacted]
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I have a couple questions regarding this case/process that I would appreciate the opportunity to discuss with you.
 
Please let me know if you are available sometime today or tomorrow to discuss.
 
Thanks.
 
Steve

Complaint: [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me. The engine has been replaced, but I have since then experienced numerous issues with the truck. One in which I paid to have a new sensor put in the engine. NTP said they will reimburse me for that which I accepted and will have the invoice sent to them as soon as I reach a truck stop. Today, the truck started having some electrical issues causing the mirrors on both sides to rotate back and forth while I was sleeping. The noise woke me up and the button was doing nothing when I tried to use it. I went to the fuse box and unplugged it; it was so hot I could have lit my cigarette off of it. I cleaned the terminal and reconnected the engine ground and it seems to be working okay now. Lucky I am a mechanic or the truck could have burnt to the ground. I have requested legal documents pertaining to the engine that was placed into my truck regarding the ECM that was removed. I would like to have something authentic stating the condition and mileage of the engine because without the ECM we know nothing. They have provided me with an invoice from the company they purchased the motor from that has a handwritten mileage number on it, which I do not accept. That shows me nothing. I have been in touch with the company who sold this engine as well and they verbally told me that was the mileage, but say they cannot legally give me documentation. A warranty was also to be included with this new engine and I have no paperwork on that either. Legally, I cannot pursue this matter until after 60 days, but I do believe they should have to provide me with proof of this engine to say the warranty was actually met without having to take legal action. Until I receive all of these things I will not be satisfied. Best Regards, [redacted]

Memo to Revdex.com Regarding Case # [redacted]National Truck Protection (“NTP”) 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 30 years NTP has satisfied tens of thousands ofcustomers and conducts business with integrity and transparency. In all cases, NTP relies on its independent, authorized service networkof over 3000 locations to accurately diagnose failures and provide anexplanation of their cause as well as being able to service the vehicles andreturn them to proper working order. When a vehicle has an extended service agreement with NTP, theselocations report mechanical failures and breakdown diagnostics. NTP in turn,takes this objective third party information and checks to see if the repairsare covered under a customer’s agreement. If they are covered repairs, NTPremits payment directly to the dealer. A chronology of the events in [redacted] claim is included below. Claim# [redacted]On July 7, 2014 NTP receiveda call from [redacted] stating that his cylinder head gasket was leakingcoolant, NTP instructed the customer to take the truck to an authorized OEMdealer.On July 9, 2014 NTP receiveda call from [redacted] from [redacted] (an authorized OEM dealer) whostated that [redacted] authorized engine diagnostics and they determined thatthe engine has a failed cylinder head. NTP requested an itemized estimate for fleet parts pricing and labor accordingto OEM time guidelines and also provided the dealer with documentationoutlining NTP’s repair guidelines.On July 10, 2014 NTP receivedthe repair estimate from the dealer, the quoted labor was excessive and thedealer stated that they are a “flat rate” shop and do not abide by OEM timeguidelines.On July 11, 2014 NTPcontacted [redacted] at [redacted] and attempted to negotiate the laborcost to assist [redacted] agreed to charge only the labor they hadinvolved with the repair but would not know that amount until the repair wascompleted.On July 11, 2014 NTPdiscussed the current status of the claim with [redacted] and informed him thatthe approved labor would be increased to further assist him.  It clearly states in sectionVIII of [redacted] service contract that “NTP will authorize 100% of thecomponents and labor charges required to correct only the covered failure basedon OEM time guidelines and fleet parts pricing; minus any applicable deductableand the cost of non-covered items”.In this particular case, the repairing dealer charged thecustomer an excess amount of “repair time” above and beyond the OEM timeguidelines.NTP authorized payment of the claim in a timely manner as per the terms of theagreement. Then, in an effort to further assist [redacted] the company wentbeyond its contractual obligations and paid additional expenses on behalf of[redacted]. NTP went beyond itscontractual requirements and standard operating procedures, and paid additionalcosts for [redacted]. As of July 23, 2014 NTP has approved a total of $3,479.80for repairs performed to [redacted] truck.

[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.]
Revdex.com:
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, [redacted]

National Truck Protection contacted [redacted] on July 30, 2014 and reached a settlement of this complaint.  [redacted] appreciated the goodwill gesture and state that he was satisfied with the treatment he received from NTP.

H AND W TRUCKING AND HAULING
I purchase my warranty 08/30/2017 I have had several problems with the transmission and other problems everytime I call nothing is cover. This warranty is not a good way to go.I fell this is a contract that is not worth nothing.Please make sure you know what you are getting before buying this warranty.Keep your money because you will have to pay for everything out your pocket.Not happy at all.NO STAR FOR ME

Review: I own a business. Old School Trucking LLC. I have a 2009 [redacted] that I purchased last July with this warranty on the engine. Last Thursday June 11, the oil pump failed and my motor basically just blew up. It needs a brand new engine. The truck is in [redacted] at an authorized [redacted] dealer as instructed by warranty since 6/12. I received a call from that dealer this morning and was informed that NTP would like to have a [redacted] rep. Come and review the damage because its just strange that the oil pump would just fail and no repairs would be done until this occured. [redacted] informed me that they would not be jumping through anymore hoops for them when all they are trying to do is find a reason to not cover the warranty. They said they will not deal with people who do business in that manner. We have given all requested documents to NTP. For the last 2 days they have told us that they were just looking for an engine and as soon as they had one it would be approved. This morning tells me otherwise. All the phone calls are recorded with NTP between myself, my office manager with NTP. [redacted] forwarded me their email conversation with NTP agent John discribing what more they wanted from [redacted] after them doing so much already. I have a warranty it covers the oil pump and it needa to be replaced immediately. My business has been down to one truck for a week now. Im not making money and [redacted] wont keep the truck there forever. This is bad business procedures when the warranty company is more concerned about covering their butts first for a warranty they are about to eat instead of THEIR customers butt whos 2 truck operation is down to one and is trying to make ends meet while they play games. It has been almost 1 week and we have no hope in sight for a repair. I have done warranty repair work on small engines before and have never had to do stuff like they keep requesting. I feel like they have shady business practices that should be looked into.Desired Settlement: I would like for the warranty company to approve the new engine and the work start tomorrow. If it continues on with lies and hoops to jump through my attorney will get in touch with them. They have until tomorrow.

Business

Response:

Attached is our response to case # [redacted], filed by [redacted] I have a couple questions regarding this case/process that I would appreciate the opportunity to discuss with you. Please let me know if you are available sometime today or tomorrow to discuss. Thanks. Steve

Consumer

Response:

Review: [redacted] I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me. The engine has been replaced, but I have since then experienced numerous issues with the truck. One in which I paid to have a new sensor put in the engine. NTP said they will reimburse me for that which I accepted and will have the invoice sent to them as soon as I reach a truck stop. Today, the truck started having some electrical issues causing the mirrors on both sides to rotate back and forth while I was sleeping. The noise woke me up and the button was doing nothing when I tried to use it. I went to the fuse box and unplugged it; it was so hot I could have lit my cigarette off of it. I cleaned the terminal and reconnected the engine ground and it seems to be working okay now. Lucky I am a mechanic or the truck could have burnt to the ground. I have requested legal documents pertaining to the engine that was placed into my truck regarding the ECM that was removed. I would like to have something authentic stating the condition and mileage of the engine because without the ECM we know nothing. They have provided me with an invoice from the company they purchased the motor from that has a handwritten mileage number on it, which I do not accept. That shows me nothing. I have been in touch with the company who sold this engine as well and they verbally told me that was the mileage, but say they cannot legally give me documentation. A warranty was also to be included with this new engine and I have no paperwork on that either. Legally, I cannot pursue this matter until after 60 days, but I do believe they should have to provide me with proof of this engine to say the warranty was actually met without having to take legal action. Until I receive all of these things I will not be satisfied. Best Regards, [redacted]

Business

Response:

Follow up Memo to Revdex.com Regarding Letter from [redacted] National Truck Protection (“NTP”) 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 NTP has satisfied tens of thousands of customers and conducts business with integrity and transparency. In keeping with this tradition, NTP has made every reasonable effort to satisfy [redacted] above and beyond the requirements of the service agreement. For example, most recently NTP replaced a non-covered component for [redacted] at no charge to him. [redacted] truck had a sensor that needed to be replaced. Sensors are not included in the NTP service agreement. However in the spirit of good customer service, NTP agreed to reimburse [redacted] $362.42 for the sensor. Most recently, [redacted] sent Revdex.com a letter citing dissatisfaction with NTP because he wanted proof of a warranty on the replacement engine and he wanted an ECM reading of the mileage on the replacement engine. With regard to [redacted]’s two requests: Request for warranty documentation for the replacement engine: As has been previously related to [redacted], his existing NTP service agreement covers the replacement engine. All terms and conditions of the existing NTP service agreement apply. This has been communicated to him. With regard to documentation for the replacement engine mileage, attached as per [redacted]’s request is a printout from the Electronic Control Module (“ECM”) which clearly documents the elapsed mileage on the replacement engine. As can be seen, the engine mileage is 601,438. This is actually 63,228 miles less than the original engine from [redacted]’s truck which had 664,666 miles when it failed. Further, the replacement engine (serial # [redacted]) was manufactured in November 2008. The original engine from [redacted]’s truck (serial # [redacted]) was manufactured in September 2008. This information can be verified through any authorized [redacted] engine distributor. NTP has continued to provide [redacted] information and service in an effort to satisfy his requests and acted with complete integrity fulfilling all of the requirements of the service agreement.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: As I previously stated, I want legal documents. The warranty paperwork I have belongs to the old engine. I would like a brand new one issued for the new engine that was put in. It should be for 1 year as NTP stated and start on 7.10.15 when the truck was completed. I don't see how that old warranty is valid when the information pertaining to it has changed. Secondly, a hand written note on an invoice is not a suitable form of proof of mileage for me or anyone with a brain. I would like to have a printout of the ECM that was removed from the engine before its blind shipment to [redacted] because this is the only way to get accurate information on the engine. I have a generic printout of the engine from a licensed dealer and it telsl me nothing except when the engine was made, make, & model. The engine could have been team drove; who knows. I want a legal document stating the mileage and the condition of the engine. The warranty states that it will be equal too or better and I have nothing authentic proving that so how do I know the warranty has really been met. Lastly, you did me no favors by refunding us for the sensor in the engine that you purchased for us and assured us would work properly; the sensor failed and we did nothing wrong to cause it. What you did was called customer service. Something I think your company serious lacks. I have worked for large companies and know the information I am requesting is not hard to produce; unless you don't want to produce it. Until I have legal, authentic documents like I have requested this issue will not be resolved.

Regards,[redacted]Owner