ComplaintsforSpecialty Administration Services, LLC

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Buyers beware, choose any warranty company other than this one! Run. FAR. AWAY!!! Our financing company was adamant about us using this warranty promising it was bumper to bumper for $400K miles/4yrs and that they covered everything. After the deal was closed, two weeks later we received the actual agreement with Truck Master Warranty and there's SO MUCH that they don't cover. Now looking back, both companies are probably getting kickbacks because this warranty is usually not an option at major dealers. Had I been able to research the company prior than accepting the financing, we never would have agreed to purchase this plan. Our truck has been in the shop a total of 3 times now and each time they have been a pain to work with. The most recent time was this past week. Our truck broke down and was take to Rush Truck Center on October 11, 2023. They had the diagnostic complete on Oct 12th and sent it to Truckmaster. The repair shop had located the parts and could have them shipped next day which would have been Oct 13th. Instead, we were told that Truckmaster would cover the items but they were outsourcing cheaper/aftermarket parts than what the dealership had which delays our repair. Here it is, Tuesday, Oct 17th and the repair shop still has not received the parts. It has been extremely difficult to get through their phone lines to speak to someone and the times that I have spoken to someone there is no followup. This morning I called and was told that only ONE part was ordered on the 12th and was overnighted to the shop for delivery on the 13th, come to find out IT WAS NEVER SHIPPED!! This afternoon they have decided they aren't covering the Back Pressure Valve repair ($4000) and only covering the Turbo Actuator. Had they just gone with the parts the repair shop had access to we could be back on the road by now. Our main focus is to get our truck out the shop as soon as possible since we need revenue flowing. This has been the biggest waste of money and time!

  Business response

  10/26/2023

  Please see attached response for complaint # 20744087

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contract #N8602335 DO NOT PURCHASE WARRANTY FROM TRUCK MASTERS, RUN AWAY IF APPROACHED BY THEM. On September 27, 2022 I purchased an ext warranty for my 2018 Int'l LT625. On June 9, 2023, the egr cooler developed the following issue: egr cooler had gone out and caused the vehicle not to start when the driver tried to start it after delivering a load on this day. We had the vehicle towed to Rush Trucking. The first Rush mechanic that looked at the vehicle on June 12th, opened the hood, checked the oil and the oil was black, he then wenton the passenger side of the truck and checked all the lines going tothe reservoir up to the egr cooler, said egr cooler was leaking and checked to make sure reservoir wasnt cracked. At that time there was fluid all over the passenger side of the engine and the reservoir was full but still reading low coolant. He then shut the hood, got in the truck, started the vehicle and stated it was Hydro Locking. They claim the head gasket is blown. Costing a total of $34526.25. According to *********************** of Truck Master warranty company, he states they do not cover the liners. Yet they give you a contract and say they cover the engine and according to their contract, the liners are covered if it happens because of a covered mechanical part. He states they will only cover the egr cooler. The 2nd tech could not tell them if the liners went out first or the egr cooler but it is evident the egr cooler blew out because of all the fluid on the passenger side of the vehicle and trailer. He claims Rush trucking company broke the truck by driving it after discovering the egr leaking. He also claims with all the fluid on passenger side and engine, that wasn't enough fluid for the egr to cause the blown head gasket. Truck Master Warranty clause "The engine block, cylinder head(s) and cylinder liners are only covered in conjunction with a covered Mechanical part Failure". The egr is a covered mechanical part.

  Business response

  08/02/2023

  
  August 2,2023
   BBB Complaint ***********
  
  *****************,

  Please see the facts below that determined the decisions related to your recent claim.

  Specialty Administration Service (SAS) received a call from Rush Truck Center ********* on 6/13/2023, stating that they are working on diagnosing the vehicle belonging to ******** LLC, Contract # N8602335.  We asked for all supporting documentation and the root cause of failure. The vehicle had been in the shop since June 9, 2023.  We advised all diagnosis must be approved by the contract holder until the cause of failure is determined to be covered by the contract. 
  After multiple calls with the contract holder and the repair facility ******* at Rush Truck Center ********* contacted our office with the diagnosis on 6/27/2023. ******* stated that he removed the cylinder head and found that the head gasket failed. Additionally, there are 3-cylinder liners out of spec for protrusion. He specifically states the liner protrusion is the cause of failure. Our Adjuster, ******,advised ******* that per the terms and conditions of the contract the liners are not listed for coverage, and we would not be able to authorize repairs.******* asks if he can send in the repair estimate, findings and pictures and get the denial notice from SAS for documentation purposes. ****** advised him to send in an estimate and we would generate the notice for him and the customer by email for supporting documentation. ******* states they previously had the wrong email address and that is the reason we have not received any supporting documentation yet. We are waiting for an estimate and supporting documentation that demonstrates the liner as the cause of failure, which the claim would be denied based on non-listed components. Service connect email was received 6/27/23 11:54am stating We are removing and pressure testing the *** cooler to verify it hasnt failed, we are also checking liner protrusion to verify correct height. Rush Truck Center ********* called back on 6/28/2023,@8:54 am, stating that they sent the estimate and supporting documentation showing cylinder liners1 & 2 were the cause of failure to the engine.
  Going back to June 6,2023, we had an earlier conversation with the contract holder who called to report that the driver of the vehicle was unloading his merchandise and was not able to restart the vehicle. They had a service technician from ****s Truck Stop come out to check the vehicle, they stated the starter had failed and replaced it. It was misdiagnosed as this did not fix the vehicle. The vehicle was towed into Rush Truck Center for diagnosis. Apparently, before the ****s technician left the truck, he pointed out some coolant that was on the ground by the truck. This information was provided to Rush Truck Center at the time of diagnosis. We received all of the reports and pictures for review including the estimate for an Exhaust Recirculation Cooler Kit. The estimate came the next day on 6/28/23, stating they removed the ***, installed test equipment, filled garbage can with soapy water and performed a Cummins recommended pressure test and found the *** Cooler leaking internally. Total claim $4179.43. This claim was sent for approval because we saw this *** failure as a separate failure than the engine failure. There are several mechanical reasons for that conclusion.
  There is a very clear picture (Attached as Exhibit A)showing a significant breach of the cylinder head gasket, which would have leaked coolant into the cylinder. The head gasket is breached between the coolant passage and cylinder #1. There were 3 liners with measurements below specifications which cause the liners to lose their clamp force on the head gasket. The liners are the only thing that seals the combustion chamber to the cylinder head using the cylinder head gasket. Once the liner drops,the combustion gases bypass the cylinder head gasket and then it takes the path of least resistance going into to coolant passages and allows coolant to come back into the cylinder.
  
  Now to the *** Cooler, the contract holder is adamant that the *** cooler caused the failure of the liners since the **** Service Technician pointed out the coolant near the truck when it would not start. We have no evidence that the *** cooler was leaking, we took the technicians word for it that the bubble test demonstrated it was leaking and it was failed. There are no photos, no inspection notes etc. What we do know from a technical standpoint is that it is highly unlikely that the *** Cooler failed to the extent that it would cause the engine to hydro lock or cause the failure of an engine liner. The only cause for cylinder liner failure is wear from time and miles or overheat. What would be so unlikely is that in order for this *** Cooler leak to cause engine hydro lock is that the *** cooler leak would have to be so severe that coolant would fill the whole cooler and rise up to the level of the exhaust manifold, which sits about 2 above the cooler and fill up the exhaust manifold. Since the ** stated the cooler had to be tested for leaks using air pressure and soapy water, the leak from the cooler is not to that severity. The point is mechanically, it is highly unlikely that this happened, which is why we paid for the *** Cooler claim separately from the engine cylinder liner failures.    
  
  In summary, our position still stands on the claim denial as a result of liner failure. SAS is stating mechanically it is not plausible that the *** cooler failure is related to the engine claim. As part of our investigation of the claim, we have the recorded calls and written diagnostic material where the service personnel stated the cause of the engine failure is due to the liner shims allowing the liner to drop and causing cylinder head gasket breach. We have agreed to cover the *** Cooler claim, as well as the covered portion of the tow bill and the customers down time per the terms of the contract.
  
  Sincerely,
  
  ***********************
  Director of Operations   

• Initial Complaint

  08/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  June 2022-August 2022 this company collected thousands of dollars stating they would cover everything under the engine. Once the Semi Truck had issues they refused to cover anything stating false claims of things not covered under contract. Also they refused to allow an appeal of the decision stating they do not do that. This company is stealing peoples money as stated in the other claims/complaints before me. I want a refund for our warranty that was paid as they do not actually do what they are selling people. They should be sued and have their licenses revoked. FRAUDULENT COMPANY!

  Business response

  09/01/2022

  Business Response /* (1000, 5, 2022/08/19) */ Thank you for the opportunity to address the customer's concerns written in this complaint. I would like to start out by saying we do not sell our warranties direct to consumers. Our distribution channel is through authorized sellers, which are typically commercial truck dealers. I point this out to clarify that anything the customer was told at time of purchase regarding what is covered by their warranty was not our company's statements. Each of our warranty contracts have stated components. We do not have an offering that covers "everything under the engine" as stated in the complaint. In addition to the stated components section of the warranty contract, there is an Exclusions section that lists causes of failure that are excluded from coverage. Coverage under our contracts is determined by the Root Cause of Failure "RCF." The RCF is sometimes isolated, and other times may cause further damage to other components. In either case, the RCF must be covered by the terms & conditions of the contract. Per the repair facility's technician notes and the 3rd party inspection company, the RCF was carbon build-up on the piston rings and cylinder liners causes the cross hatching texture of the cylinder walls to "polish" therefore allowing oil to enter the combustion chamber. This led to rapid oil consumption and progressive damage to other components. Technician notes include a customer statement that they were adding oil at a rate of one gallon per week. Exclusion L of the contract states that any mechanical breakdown or damage caused by carbon build-up is not eligible for coverage. Exclusion Y of the contract states any repair needed to stop excessive oil consumption is not covered. The terms & conditions are clearly stated in our contract.

• Initial Complaint

  09/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I just had a problem with my truck engine what it suppose to be covered by 240k miles, it broke before 100k miles. I read the contract and there said somethings they dont cover but they didnt cover anything. They tried to explain me why they will not cover but it is not at the contract. That's why they didn't put that explanation at the sheet were they denied the claim

  Business response

  10/18/2021

  Business Response /* (1000, 9, 2021/10/04) */ Our company does not have any service contract or other agreement with Mr. *****. A service contract exists between our company and Arriero LLC, which Mr. ***** executed on behalf of Arriero. That service contract is a stated component contract, which means the repairs will be covered for failed components specifically identified in the contract. It also means that repairs will not be covered for failed components that are specifically excluded under the terms of the contract. After review of the information provided by the repair facility, it was determined the components that failed are excluded from coverage under the terms of the agreement between Arriero and SAS.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩