National Truck Protection Co, Inc.

Review: I purchased a 2 year warranty from NTP.

Apparently they do not cover ANYTHING after the first year.

I feel this company mislead me by called this "2 year" plan. They were suppose to call it "1 year" plan and the 2nd year we pretty much don't cover anything.

I spoke with Connie C[redacted] who was rude and unpleasant over the phone and didn't offer any solutions besides I can't do nothing more and I can't give you any body else's information in the company.

This is a case of false advertising and hiding behind the fine-print of their contracts.Desired Settlement: I would like them to cover the repair costs of the engine.

Business

Response:

Memo to Revdex.com Regarding Case # [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. NTP always strives to communicate with our customers in a professional and open manner. All our customers always have the ability to reach a member of the senior management team. After review of [redacted] 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 [redacted] contract, the coverage for the 1st and 2nd year is written in clear and bold type. NTP makes this very clear for all of its customers to see all of the specific coverage levels. Also, in all of its advertising, NTP presents in clear and unambiguous terms what truck components are covered in its service contracts. There 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 3,000 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 22, 2015, NTP spoke with [redacted] (a customer service representative) from [redacted] (“[redacted]”), a factory authorized original equipment manufacturer (“OEM”) repair facility for [redacted] truck. [redacted] stated that [redacted] authorized engine diagnostics and [redacted] determined that the piston rings and cylinder liners in his engine were worn excessively and required replacement. [redacted] contract provided Platinum coverage from April 9, 2014 to April 8, 2015 or during the first 100,000 elapsed miles on the odometer since the contract start date, and then provided Major Component Coverage (“MCC”) from April 9, 2015 to April 8, 2016, or from 100,001 to 200,000 elapsed miles on the odometer. Claim #[redacted] took place during the MCC period. In the service contract, “Wear-Out” is explicitly listed as only covered during the first 12 months or 100,000 miles. NTP informed [redacted] as well as [redacted] that the Wear-Out portion of the service contract had expired on April 8, 2015 (after 12 months) or at 446,475 odometer miles (after 100,000 miles). The coverage in force on the engine as of July 22, 2015 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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:you cant sell a 2 year warranty when in the 2nd year it covers much less than the first year.you need to change the name to one year warranty and no mislead clients.

Regards,

Review: 2011 freighliner cascadia .on 11/18/2015 my truck broke down by mortiarty New Mexico I had at towed to a shop there , I called next day to NTP and Roberts E[redacted] looked in to my claim and didn't want to authorized that shop there . Because it was an engine block that broke so I had to pay for another towing to Cummins in Albuquerque New Mexico . The truck was there for like 45 days all the diagnostics was done I turned in all my truck service since I got the truck in 7/9/14 so everything was good from my side and I got approved by Robert E[redacted] to get work done on my truck . Replacing it with another motor I was told it was going to be swap with same year or newer with similar mileage . So I waited over 45 days picked up the truck and same day had to take it to another shop near by and spent like over $800 for air leaks and more work was done there and I noticed they replaced my motor with an older motor 2008 and I told Robert he didn't want to hear about that hard to communicate with this person . I reported that I had more problems with the EGR cooler and the low oil pressure going really low he kept on turning his back on me . He told me there was warranty on this used motor 90 days and now this bad motor which I told him from the first day I picked it up is blowing allot of blue smoke is consuming in a trip of 2900 miles what I usually do from commerce California to Boston 3 to 4 gallons of oil. He kept telling me go to a shop and get it checked up and is costing me more and more money every inspection is $120 to $140.0" an hour I run out of funds. This people abused me as a consumer and I need them to get this fix I can go a couple of days with out spending money on this bad motor . Then I had 10,000 miles before my original contract expires and since he told me Robert E[redacted] you have warranty with the motor that was replace 90 days now that I'm having problems still with this bad motor he tells me you warranty is expiredDesired Settlement: I want them to replace my motor with the right year 2011 I'm based in California and with the air resource my truck never expired on my engine. Now that they put a2008 it runs to around 2020. Is an abuse as a consumer what they are doing. I can't stand my truck blowing so much smoke. They need to get this right!!something has to be done on this bad motor.

Business

Response:

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 30 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 3,500 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 March 11, 2016, NTP contacted [redacted] 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. [redacted] 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 [redacted] informed of the progress. NTP will authorize payment for the required repairs to get the truck back into service as soon as possible.

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.]

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,

Review: The extended engine warranty I purchased is not being honored even though the engine on my truck blew up 4 after I bought the truck from [redacted] has tried to help. NTP is denying the claim because they say the cause of the engine failure was caused by the oil pickup tube and o rings that were bad. There is no way to inspect these without dropping the oil pan.Desired Settlement: For National truck Protections to honor the warranty I purchased.

Business

Response:

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. 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 February 16, 2016, NTP received a call from [redacted] who stated that his engine has low oil pressure and he was having the truck towed to [redacted] a factory authorized original equipment manufacturer (“OEM”) repair facility to be diagnosed. On February 19, 2016, NTP received a call from [redacted] who stated that he received an email from [redacted] indicating the “o-rings” (also known as seals) used with the oil pickup tube were the root cause of the engine failure. [redacted] forwarded the email from [redacted] to NTP. The 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 engine. The low oil pressure subsequently led to the failure of the #4 rod bearing in the engine. After reviewing this email, NTP contacted [redacted] and informed him that any type of o-rings or seals, are not covered components as stated in the NTP service contract. Further, any progressive damage caused by the failure of these o-rings is also not covered. As per the NTP service contract, as noted in Section V., Exclusions and Limitations (Items Not Covered), Letter I. Failures caused by faulty seals or gaskets, are not covered. 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.

Review: I bought a Favor Platinum Service warranty from [redacted] in February 2014. I called National Truck Protection to find a repair shop for my truck. They told me to go to [redacted] of [redacted]. I took the truck there and informed the dealer of my warranty plan. They contacted NTP and provided them with the estimate for repairs. NTP told the dealer they would only cover 11 hours of the roughly 22 hours of the repair. I called NTP and they told me that the dealer is not using Detroit engine repair hours and are using their own which they don't pay for. I told NTP I only went to the place you told me to go to for the repair. I kept asking who works off of the Detroit hours then? They couldn't give me a dealer that does. I then asked [redacted] and [redacted]in [redacted] if they worked off of Detroit hours and they said no. I asked [redacted] of [redacted] and they said they don't work off of Detriot hours. I then asked [redacted] of [redacted] where I BOUGHT the warranty and even they don't work off of Detriot hours. So I have no other choice to but to believe that this warranty was sold under the thought that no one works off of Detroit hours. So knowing this there is no way to fully use every aspect of the warranty that I paid $3500 for.Desired Settlement: I am looking for a refund of the roughly $2000 that I still have to pay for the repair that the warranty didn't cover. I am hoping to pick the truck up July 21, 2014 to have the exact amount owed.

Business

Response:

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]. [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.

Consumer

Response:

Review: [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,

Jesse Turman

Business

Response:

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.

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.]

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,