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 cupsNTP 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 IVCoverage indicates that the injectors are covered in the 1st months or 1st 100,miles only (whichever occurs first) National 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.] 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]
Complaint: [redacted] I am rejecting this response because:you cant sell a 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, [redacted]
Attached is our response to case # ***, filed by *** *** *** 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
Memo to Revdex.com Regarding Case # *** 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
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
Complaint: ***Revdex.com: I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactory to meThe engine has been replaced, but I have since then experienced numerous issues with the truckOne in which I paid to have a new sensor put in the engineNTP 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 stopToday, the truck started having some electrical issues causing the mirrors on both sides to rotate back and forth while I was sleepingThe noise woke me up and the button was doing nothing when I tried to use itI went to the fuse box and unplugged it; it was so hot I could have lit my cigarette off of itI cleaned the terminal and reconnected the engine ground and it seems to be working okay nowLucky I am a mechanic or the truck could have burnt to the groundI have requested legal documents pertaining to the engine that was placed into my truck regarding the ECM that was removedI would like to have something authentic stating the condition and mileage of the engine because without the ECM we know nothingThey 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 acceptThat shows me nothingI 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 documentationA warranty was also to be included with this new engine and I have no paperwork on that eitherLegally, I cannot pursue this matter until after 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 actionUntil I receive all of these things I will not be satisfiedBest Regards, *** ***
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
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 all cases, NTP 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 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 dealer A chronology of the events in *** *** *** claim is included below Claim # *** On September 21, 2017, NTP received a call from *** *** stating she was the owner’s wife requesting an overhaul on their truck. We questioned why she believed it needed an overhaul but she could not explain why, just that it was not running right and had it towed it to ** *** *** ** *** *** We spoke with *** the service representative at ** *** *** who informed us that when they attempted to diagnose the truck, they found the engine completely apart with some parts inside the cab and some parts laying on top of the engine. *** *** told *** that she knew it was apart and wanted an estimate for an overhaul. *** said he had no way of determining what parts failed since it was already dissembled. We informed *** *** that according to Section VIOf her service contract with NTP the failure will not be covered because she did not call before starting the repair: VIWHAT TO DO IF REPAIRS ARE NEEDED: In case of a mechanical breakdown or of circumstances reasonably likely to result in a breakdown, You shall: A. Call the Service Contract administrator for instruction at the number listed in Section X “Claims Assistance”Failure to Call BEFORE REPAIR IS STARTED Voids Coverage of the Specific Failure Since the repair was started by disassembling the engine before notifying NTP, the repair is not covered
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.
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.
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.
Complaint: [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,
[redacted]
[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. 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.
Complaint: [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
[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 34 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 Prime Time Movers claim is included below. Claim # [redacted] On May 8, 2017, NTP received a call from the owner/driver of the truck who stated that the engine was hard to start. NTP provided the customer with the information for the closest Original Equipment Manufacturer (OEM) authorized dealer.On May 12, 2017, NTP received documentation from [redacted] a Service Advisor for [redacted] which is an OEM authorized International dealer. The documentation [redacted] provided clearly identified the cause of the failure to be due to a shorted transmission wire harness and electronic control module. NTP informed [redacted] that wiring harnesses, OEM electronic systems and electronic controllers or modules are not covered by the service contract. NTP also informed the customer [redacted] of the same.As per Prime Time Movers service contract, Section V., Exclusions and Limitations, Letter J. The cost of repairing or replacing:5. Wiring harnesses, electrical connections, seals, gaskets and o-rings.6. All OEM Electronic Systems (including its parts).10. Any electronic controllers or modules (including their parts).National Truck Protection provides complete transparency as to which items are covered in our service agreements. The service 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 cupsNTP 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 IVCoverage indicates that the injectors are covered in the 1st months or 1st 100,miles only (whichever occurs first) National 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.] 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]
Complaint: [redacted] I am rejecting this response because:you cant sell a 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, [redacted]
Attached is our response to case # ***, filed by *** *** *** 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
Memo to Revdex.com Regarding Case # *** 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
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
Complaint: ***Revdex.com: I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactory to meThe engine has been replaced, but I have since then experienced numerous issues with the truckOne in which I paid to have a new sensor put in the engineNTP 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 stopToday, the truck started having some electrical issues causing the mirrors on both sides to rotate back and forth while I was sleepingThe noise woke me up and the button was doing nothing when I tried to use itI went to the fuse box and unplugged it; it was so hot I could have lit my cigarette off of itI cleaned the terminal and reconnected the engine ground and it seems to be working okay nowLucky I am a mechanic or the truck could have burnt to the groundI have requested legal documents pertaining to the engine that was placed into my truck regarding the ECM that was removedI would like to have something authentic stating the condition and mileage of the engine because without the ECM we know nothingThey 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 acceptThat shows me nothingI 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 documentationA warranty was also to be included with this new engine and I have no paperwork on that eitherLegally, I cannot pursue this matter until after 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 actionUntil I receive all of these things I will not be satisfiedBest Regards, *** ***
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
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 all cases, NTP 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 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 dealer A chronology of the events in *** *** *** claim is included below Claim # *** On September 21, 2017, NTP received a call from *** *** stating she was the owner’s wife requesting an overhaul on their truck. We questioned why she believed it needed an overhaul but she could not explain why, just that it was not running right and had it towed it to ** *** *** ** *** *** We spoke with *** the service representative at ** *** *** who informed us that when they attempted to diagnose the truck, they found the engine completely apart with some parts inside the cab and some parts laying on top of the engine. *** *** told *** that she knew it was apart and wanted an estimate for an overhaul. *** said he had no way of determining what parts failed since it was already dissembled. We informed *** *** that according to Section VIOf her service contract with NTP the failure will not be covered because she did not call before starting the repair: VIWHAT TO DO IF REPAIRS ARE NEEDED: In case of a mechanical breakdown or of circumstances reasonably likely to result in a breakdown, You shall: A. Call the Service Contract administrator for instruction at the number listed in Section X “Claims Assistance”Failure to Call BEFORE REPAIR IS STARTED Voids Coverage of the Specific Failure Since the repair was started by disassembling the engine before notifying NTP, the repair is not covered
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.
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.
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.
Complaint: [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,
[redacted]
[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. 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.
Complaint: [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
[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 34 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 Prime Time Movers claim is included below. Claim # [redacted] On May 8, 2017, NTP received a call from the owner/driver of the truck who stated that the engine was hard to start. NTP provided the customer with the information for the closest Original Equipment Manufacturer (OEM) authorized dealer.On May 12, 2017, NTP received documentation from [redacted] a Service Advisor for [redacted] which is an OEM authorized International dealer. The documentation [redacted] provided clearly identified the cause of the failure to be due to a shorted transmission wire harness and electronic control module. NTP informed [redacted] that wiring harnesses, OEM electronic systems and electronic controllers or modules are not covered by the service contract. NTP also informed the customer [redacted] of the same.As per Prime Time Movers service contract, Section V., Exclusions and Limitations, Letter J. The cost of repairing or replacing:5. Wiring harnesses, electrical connections, seals, gaskets and o-rings.6. All OEM Electronic Systems (including its parts).10. Any electronic controllers or modules (including their parts).National Truck Protection provides complete transparency as to which items are covered in our service agreements. The service agreement clearly states which components are included in our coverage and which components are not.