ComplaintsforTruNorth Global

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2021 I insured my truck and the insurance company, as stated in our contract, must cover almost everything. For instance, motor components, transmission, after treatment system etc.The most recent issue I had is that there were 3 broken Injectors in my truck which they were supposed to cover, but as always they denied any payment. I've attached proof that even an expert mechanic from ***** Dealership in *********** didn't agree with their decision. He said the insurance company had to cover the cost, but they did not fulfill that very basic obligation of theirs.I am truly disappointed with TruNorth Insurance and their malpractice.I'm seeking compensation for this repair.Sadly, this isn't the first time they have let me down (it has happened before too). This is just another instance where they get your money and gladly watch you suffer while you cover with your own money the costs which they are supposed to cover!

  

  Business response

  07/26/2024

  I would first like to point out that we are not TrueNorth Insurance nor are we an insurance company. Warranty coverage is not the same as insurance coverage as it is extended after market coverage. After review, the customer purchased OEM2 coverage and during the course of onboarding and throughout the term of his agreement the customer was explained two very important pieces. 
  
  First - OEM2 warranty coverage is cause of failure based. Meaning that the coverage of a claim is reviewed based on the cause of failure as stated in the agreement. The cause of failure must be a covered component. Second, the customer has been informed of multiple times the importance of communication and not continuing to operate the truck during a breakdown. There were several components that were non-covered as per the coverage purchased. In addition, as noted the cause of failure was show by the Repair Facility to be adjustment s**** and as per the agreement, ", This Agreement does not cover and shall not be liable for: i. Damage resulting from the failures of related components but not limited to: bolts; ...fasteners; or "iii. The improper... maintenance of structures..." Therefore, the Rocker Arms are non-covered." 
  
  Beyond the cause of failure being a non-covered component - the customer continued to operate the truck for 12 days after the issue began. Per section K of the customers agreement, This Agreement does not cover and shall not be liable for: ix. Continued operation of an impaired vehicle."
  
  Therefore, this claim for VIN ***************** is non-covered.

  Customer response

  07/28/2024

   
  I am rejecting this response because:
  First,I didn't drove my truck 12 days after check engine light coming up. Drove the truck only 5 days in order to deliver my load and coming back to  ***** Kansas city and start my claim and fix the truck. 

  Second: When the light is coming on,what actually is proper processing for you?To stop the truck on the  highway, call towing service, pay another 2000$ ,that's you not cover too? This is every time Your excuse to not to pay any my claims.

  Nextran is ??% sure, that you need to cover  3 Injectors on my truck. Me too. 

  Read your after market coverage. I  still don't believe BBB provide A+ for TruNorth. So many complaints and bad experience coming from trucking companies...

  

  Business response

  08/07/2024

  The reason that any warranty company requires and ECM report is due to the fact that it will give accurate reading in regards to the trucks operation while experiencing a breakdown. ECM fault code data was found that shows this vehicle continued to remain active and operational for an extended period after the current issues first appeared. This includes code: P030000: Random Misfire Detected, No Additional Information, which had occurrences over a period of 12 days. Per section K of the customers agreement, This Agreement does not cover and shall not be liable for: ix. Continued operation of an impaired vehicle." 
  
  In addition, as stated in the agreement signed by the customer and communicated during onboarding - as soon as you experience a breakdown, please contact us. In addition, it the prior claims addressed, 7 were closed by request of the customer, 2 were non covered components including a tire repair and a carrier bearing both of which are not components that are covered under the agreement. The customer did have a paid claim for an injector as the claims process completed and the claim was paid for the coverage. 
  
  

  Customer response

  08/11/2024

   
  I am rejecting this response because:

  I'm tired to read the same comments for this case. The insurance company needs to provide real coverage and responsibilities when we need it. Not only  excuses. And to try to avoid paying any bills. The technicians from ******* Kansas city says loudly-you need to cover my bills. It's your responsibilities. 

  
  

  

  Business response

  08/15/2024

  Unfortunately, there is not any additional information I can provide. However, as noted we are not an insurance company but a limited warranty company. In addition, TruNorth has met the terms of the agreement as stated prior. 

  Customer response

  08/16/2024

   
  I am rejecting this response because: Limited warranty company, or insurance company is a details. I don't know what are you. I pay you 7500$ for nothing. And I hope BBB will take my complaint plus another from another your costumers, and will lower your company BBB rating. I order to stop stiling money from trucking companies on the market. 

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a semi in the shop and it is under warranty with these guys and they are only willing to pay for the part and not the labor. They could not find a facility to work on the truck that covered the warranty so had to put antifreeze in it to drive 246 miles to get to the nearest repair facility and they are saying we drove it ****** some odd miles which is crazy. MHC Kenworth "the shop" told me that those numbers go from when the codes was last reset not pertaining to the this actual repair. So that gave them the leverage to deny the labor costs which has nothing to do with me at all.

  

  Business response

  04/25/2024

  The customer was onboarded by our onboarding team at which time coverage was explained. In addition at this time our express claims process was explained as well - this is a claims process that would have allowed for the customer to go to any shop and not have to continue to operate the truck. Our express claims process was designed to accommodate those situations in which a repair facility is not int he area that works with warranty companies. IN addition, it is advised that during onboarding, at the sale, at the start of a claim and over multiple different instances that continuing to operate an impaired vehicle can result in non-coverage. 
  
  In addition, the Shift Controller, Control ****, Menu Controller, Keys, Surge Tank, Shop Supplies, and Freight are non-covered items until the coverage option the customer purchased. As explained to the customer, there can be a number of reasons a light will come and thus we must go by the *** information that is provided.

  Regarding the deduction for Labor, per section K of the customers agreement, This Agreement does not cover and shall not be liable for: ix. Continued operation of an impaired vehicle. An estimate will be required by the Authorized Administrator and any coverage, if applicable, will be limited to the initial failed component. Part(s) only. No progressive damage will be covered."

  Customer response

  04/25/2024

   
  I am rejecting this response because: The mechanic told me that the *** would show the occurances from low coolant from the time it was last reset, not from the time it broke down on me. This is just another way for them to get out of covering parts and labor. For example, lets say a low coolant light comes on and you pull over to check it and it is a little bit low and you add antifreeze and it does that 15 more times and you add it right when it comes on and a month later your radiator goes out and they are going to pull the *** and it is going to show low coolant, lets say 20 times. They are going to reject the warranty because it shows low coolant. It's a scam and the company should be shut down. I mean look at the complaints on BBB, everyone is saying the same thing. 
  
  

  

  Business response

  04/26/2024

  The company does not select the coverage for the customer - part of the non covered items are non covered under the agreement, meaning coverage level was not purchased and/or they are not items that are covered. Aftermarket warranty is component specific, this means that it is not bumper to bumper but specifically covers only the items that are listed. Next, all repairs/claims are based on an *** report as this is a valid report that will show the exact breakdown information. Based on the *** from the Repair Facility those codes are after the truck was purchased. As explained to the customer there were inactive codes (as he mentions) and inactive codes were not listed in the authorization, only those active codes. The information that we received from the Repair Facility shows  P1560- ****************** Valid But too Low- Moderately Severe &  P2560- ******************* Valid but Too Low- Most Severe. According to all information received these codes do connect the breakdown. 
  
  In addition, this claim has been closed and the authorized amount has been paid to the Repair Facility - thus refuting that "nothing was covered or paid". This was completed on 4/25 after receiving the confirmation repairs were completed. As stated prior, the claim was authorized and payment from TruNorth has been made. Regarding the deduction for Labor, per section K of the customers agreement, This Agreement does not cover and shall not be liable for: ix. Continued operation of an impaired vehicle. An estimate will be required by the Authorized Administrator and any coverage, if applicable, will be limited to the initial failed component. Part(s) only. No progressive damage will be covered.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  TruNorth has not provided any of the warranty service that it claimed. It denied my claim on issue that needed to be fixed even though it was one of the covered issues in the warranty. I have roadside assistance with TruNorth. I could not get a good contact number to call trunorth.I was to get in touch with someone in TruNorth, they took a message and said that roadside would call me back. It never happened. This is after two days of waiting. I was finally able to get a number but could only leave a message and no one called me back. So, I had to contact another roadside assistance company. It cost me $1362.00. I have had additional repairs which have not been paid by Trunorth.

  

  Business response

  04/15/2024

  The customer is shown the agreement during the entire sign-up and check-out process. The customer reviews the documents before signing the documents.  In addition, the customer was onboarded by our onboarding team on 2/8/24. At this time, the entire claims process and agreement are reviewed with the customer to ensure they understand the terms. This is not a roadside assistance program - towing reimbursement is available on approved claims. The customer was informed that they would need to contact the roadside assistance company that they were working with as that was not our company.
  
  On 1/25/2024 the customer started a claim for Aftertreatment components. Our program is Tier based and coverage is dependent on the coverage selected. This is a decision the customer makes - we do not select coverage for the customer. The coverage selected was Tier 1 which does not include aftertreatment coverage. The customer filed a ********************** claim for Aftertreatment failure of which they did not purchase coverage. We can not control the level of coverage the customer purchases. After purchase, this was confirmed with the customer as the coverage of choice and at no time did the customer indicate an issue.
  
  In addition, the customers coverage was voided due to payment on the account. As with any other service, non-payment results in voided coverage. 
  
  "In the event of a claim, TruNorth Global agrees to honor and uphold the terms and conditions of the corresponding signed limited warranty agreement. Furthermore, should a claim be determined as non-covered, this agreement remains in effect and all payments must be received as outlined until fulfilled, regardless of claim outcome." Section v states, " Customer agrees and understands that the charges on their credit card, or any other chosen payment method, from TrNorth Global are irrevocable, indisputable, and may not be charged back, contested, or challenged now or in the future; doing so is material breach of this agreement.

  Customer response

  04/16/2024

   
  I am rejecting this response because: they do not have legitmate call center nor ways to fill claims. If the contract was voided due to non-payment why do they continue to charge my account. I demand that they repay the $1440 or provide legitimate phone numbers to get in touch with roadside assistance and claim coverage. 
  
  

  

  Business response

  04/19/2024

  As stated previously - we are not a *************************** nor the company that the customer was communicating with, this was stated to the customer by our call center representative. I do apologize that the customer has an issue with TruTow Roadside Assistance but again that is not our company, and we cannot respond to those allegations or resolve that matter on their behalf. We do employ our call center and have multiple ways to file a claim that pertains to a failed component not roadside assistance. That is a separate company entirely and how they staff their company is not the responsibility of TruNorth Global. In addition, the service was voided due to non-payment as the customer both stopped making payments and disputed prior payments. Just as with any service, nonpayment does void a contract. Per the terms of the TruFlex, it is outstanding of the warranty agreement. Typically due to nonpayment TruFlex will continue to remain intact and any unpaid balance will be submitted to collections in an attempt to collect the debt. In this case, it was decided to simply discontinue that and not pursue this matter further in an effort of customer satisfaction. This means no additional payments have been charged to the customer. All efforts have been exhausted to discuss this matter with the customer and ********************** has followed the terms and conditions set forth.

  Customer response

  04/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Below I attached the document I sent to my ***** Fargo credit card to see if they can get my money back through a fraud claim. I opened the warranty agreement on February 8 and the claim was on March 4 not even a month into service. The letter below states all the facts and a notice that i would be contacting the Better Business Bureau.

  

  Business response

  03/27/2024

  The customer renewed coverage on Feb. 8th. All calls are recorded for quality purposes and transactions via email are logged as well. The customer received a booklet overviewing coverage options. This booklet is marketing material, the customer is informed to reference the agreement for full details and terms. In addition, at the top of the covered components section of the booklet it again states, Please see limited warranty agreement for more information. Coverage is cause of failure based and was explained to the customer during his original onboarding and the onboarding of the current renewal.
  
  The claim that was denied, of the components and services quoted, the ** Service, Injector O-rings, Valve Solenoid, Door Harness, and Carrier Bearing are non-covered components under the agreement. The components that are reviewable for coverage are the Spring Pin Bushings, Shackle Brackets, and Spring Assembly. Warranty coverage is component based and those components are listed in the booklet and in detail in the agreement. 
  
  These failures have been traced to the Spring Pin Bushings. The Spring Pin Bushings failed due to dry rot, a common form of corrosion that gradually deteriorates rubber over time. Unfortunately, failures caused by or resulting from corrosion are non-covered per section K of the coverage agreement. The call with the claims adjudicator was reviewed as all calls are recorded, and the customer was informed that the components were reviewable for coverage and that we would need the cause of failure to determine coverage. It was not stated that the component was approved for coverage - all claims are reviewed to determine cause of failure, etc. 
  
  The customers coverage is active for his remaining term, coverage does not end due to a denied claim - TruNorth has held the terms of the agreement and will continue to offer coverage to the customer as per the terms of his agreement. 

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello the date I put the truck into the shop was on 01/23/24. Tru North the warranty company was only willing to pay ****** and the invoice was ********. So what I did was remove my truck from Tec and took it to another shop,and they fixed my truck.

  

  Business response

  03/05/2024

  The customer purchased coverage via a Dealership in March of 2023 - the customer was onboarded on 4/18/23 at which time the claims process, coverage and etc where reviewed. A claim was started on January 23rd, 2024, we attempted to reach the customer several times and were unable to reach the customer. The agreement has a $150 deductible which is explained to the customer during onboarding and at the start of a claim. The customer did call back in several times and refused to give their information, only requesting a call back. In regards to the customers questions regarding claims authorized amount of $808.25 - that is the amount after the deductible. The estimate of $2,929.15 included Air Regulator and additional shop supplies which are non-covered under the customers agreement. Air Regulator is a non covered component and the additional items are listed under ************** is not covered. More specifically, shop supplies are listed under Section K, subsection vi. The authorization was rescinded due to the customer not completing repairs and taking the truck. Multiple attempts were made to follow up with the customer in regards to the repairs with no return response from the customer.

  In regards to the customer request for a refund of the purchase price, Section I of the customer agreement states, "in the event the customer elects to cancel this agreement, no refund of the purchase price is available to the customer." In addition, the customer was advised of this and elected to continue coverage as there were no refunds available. 
  
  TrNorth Global has honored and complied with the terms and conditions signed and agreed upon by both parties at inception; therefore, the customer must also comply and uphold the terms and conditions of their agreements. 
  

   

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This claim was reported to them on NOV 1, 2023. This vehicle has been in my service facility taking my space to earn any other $$$ since Nov 1. Today that i am filing this complaint is NOV 13, 2023. I just got off the phone with claims manager and all i was told is that we do not have an answer for your claim yet and they do not know how much long it will take. I have lost over $5000.00 in revenue as a service facility by agreeing to work with them. In their contract it states that the service facility has 15 days to submitt all info but it does not have a timeline how long it will take them to make a decision of the claim. I AM REQUESTING THAT THEY PUT A TIMELINE HOW LONG IT WILL TAKE THEM TO MAKE DECISIONS ON THE CLAIM AS WELL SO NO OTHER FACILITIES FALL IN THIS KIND OF POSITION.I am not asking for any way for them to approve the claim I am just simply asking for an answer to the claim so I know how to move forward with the customer and the unit that is taking up my space to earn $$.

  

  Business response

  11/28/2023

  Hello - The estimate was received on 11/2/2023 and the claim in reference was authorized and paid on 11/13/23. We do understand that there were delays and do the best we can to move as quickly as possible. As communicated to this repair facility we have not had this issue prior and this was a one off experience. We have worked with this facility on 4 other claims of which there were no delays, I do understand that the Repair Facility was/is frustrated but would like to reference our past business history. 
  
  In regards to his request that we place a timeline on decisions - as I am sure any shop understands there are numerous situations that can happen during a breakdown and we can not give a timeline on when the claim will be started, the estimate receive, repairs made, etc as it varies from breakdown to breakdown. 
  
  This customers claim again was authorized and paid on 11/13/23 in the amount of $6,491.39. 

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I drop my truck off at the freightliner on 10/19/2023 n open a claim sameday after goign back n forward wit the claim department on what they needed from the shop on 10/31/2023 out of **** bill they only covered one *********** say they was just being nice man my truck been down for 2 weeks if 900 dollars was all they was gone cover I could have paid in full 2 weeks ago this company is a ******** don't want nothing to do wit them

  

  Business response

  11/06/2023

  I was unable to locate an account in our system matching the name or email. I was able to locate an account by the phone number, the last name is the same but first name is not. The customer's agreement had a start date of 08/29/23, multiple attempts were made to onboard the customer. Onboarding goes over the service and any and all questions. The customer is setup on our subscription plan, meaning that this agreement has not be paid in full to date. In addition, two paid claims have been completed during the course of the two months the customer has had the service. 
  
  The claim in reference was a partial payment based on the fact that there were items that were not covered components under the agreement. In addition, continued operation was shown and per section K of the customers agreement, This Agreement does not cover and shall not be liable for: ix. Continued operation of an impaired vehicle. An estimate will be required by the Authorized Administrator and any coverage, if applicable, will be limited to the initial failed component. Part(s) only. No progressive damage will be covered.. However, in good faith to the customer we issued a parts only authorization. Thus paying for the parts only and not labor. We did also in good faith waive the deductible for this claim as well. This good have been a non covered claim but we did our best to take care of the customer to the best of our abilities. 
  
  Lastly, the customer did have a more recent claim that was paid in full (after the $150 deductible). 

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Issue Description:I purchased a semi-truck from Vicking Truck Sales on 09/08/2023 and acquired a warranty for the engine and transmission through Tru North Global. Despite paying $900 for the warranty, I did not receive any documentation regarding the coverage, only an invoice mentioning a "6 months Tru North Warranty."Shortly after taking possession of the truck, I experienced transmission issues on 09/09/2023. The dashboard displayed a message prompting me to check the transmission on the next stop. Despite attempts to contact Tru North Global for the warranty policy, I did not receive any information until several days later.Upon diagnosis at Nextran dealership, it was revealed that the transmission had faulty parts. However, Tru North Global refused coverage, citing that the fault codes had appeared more than seven days ago. The mechanic at Nextran highlighted that the fault codes were inactive and wouldn't trigger warnings on the dashboard, resulting in an unknowing delay in seeking repairs.Attempts to communicate with Tru North Global led to conflicting information and delays in approving the warranty claim. Despite the company's offer of $2000 as goodwill, I am dissatisfied, as the fault lies with their failure to provide necessary documentation and the delays in approving the warranty claim.I am seeking a full coverage of all expenses related to the transmission parts replacement, as initially warranted. Attached are relevant documents, including the invoice from Vicking Truck Sales, diagnostic report from Nextran dealership, and email communication with Tru North Global detailing the delays and conflicting information.

  

  Business response

  10/04/2023

  The customer purchased on 09/08, a 6 mth, tier 1 agreement. On 09/20/23 (after several attempts) the customer was onboarded - at this time the claims process and other details were explained. A copy of the agreement and other documents were mailed to the customer at this time. In addition, the customer could have viewed the agreement at any time via our mobile app or by calling to request a digital copy. There were no requests of this manner received. The claim had a start date of 09/22/2023, well after the customer admitted was when his first experience with transmission issues (09/09/2023) started. As stated in the customer's agreement & on his completed onboarding call "If a breakdown occurs, please call the Authorized Administrator immediately". After review of the claim, there were components that were not covered components under the agreement that was purchased. Coverage is component specific - additional items were reviewed and it was deemed that they were non-covered as "Per section K of the customers agreement, This Agreement does not cover and shall not be liable for ix. Continued operation of an impaired vehicle. At this time, our ****** Services team reviewed the situation and out of good faith to the dealership, a goodwill amount of $2,000 was offered. It is very important to note that under the coverage purchased by the customer, the total limit of liability for the customer's transmission is $3,750.00. Thus, even outside of the goodwill offer the entire balance would not have been covered as it would have exceeded the limits of liability coverage the customer purchased. The information given to the customer remained the same as above during the claim - the only change was the offer of goodwill, which again was an attempt to assist the customer even though the claim was non-covered. TrNorth has honored and complied with the terms and conditions signed and agreed upon by both parties at inception.

  Customer response

  10/05/2023

   
  I am rejecting this response because:
  
  

  Thanks a lot for reaching out to my claim, the goodwill that Tru North offered me is going to expire today. I would like them to give an extension on their offer and at the same time, I would like a copy of the warranty policy since I haven't received it yet either through mail or email.  Before looking at their email I hadn't idea that they have a mobile app that I can access my warranty  After looking at their response I  tried to log in but attached is the screenshot ( it is when I'm trying to log in it gives me a message that says there is an error logging in) I can't access the mobile app either. I would like them to send me a copy of the policy through email so I can read through it. 

   

  Thank you

  

  Business response

  10/05/2023

  If the customer has a request for a goodwill extension or anything beyond that we can be reached at **************. The customers rejection of the response does not state any additional information only requests for items that are not associated with BBB complaints. I am not sure what I can additionally answer to this response as it is something that the customer needs to call our claims department as he has been working with them on this matter.
  

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a contract from tru north global and it say immediate coverage so I purchased it and my truck broke down called them the lady said there was no coverage so I paid out of pocket so I called to cancel with in 24hrs they said its best to keep the coverage cuz I can get no money back so Im like I dont want it so they did give me credit then broke dwn again waited 4hrs for a tow truck I paid out of pocket so I called the same guy he said he dont have nothing to do with it Im like wow so I said I wanna cancel because there service then I put the truck in the shop and they would pay for it the shop sent paper work they kept rejecting it so frm there I called my credit card and reported them but nothing happens thats against the law not to give people there money back after trying yo cancel so they forced this coverage on me I tried to cancel numerous times I advise everyone trying to us the TruNorth global warranty they are scamming people out there money and coverage is terrible. The worst company ever

  

  Business response

  09/11/2023

  In regards to the customer claim that our coverage starts immediately and he was denied coverage. Per the **** which was covered with the customer - that "A pre-existing breakdown, failure, or an improper prior repair whether performed prior to purchase or sale date. These conditions may not have been known to the parties at the time of vehicle sale" is non covered. 

  As per our warranty agreement on page 3, section I, subsection ii, it states the following: "In the event the Customer elects to cancel this Agreement, no refund of the purchase price is available to the customer." On 3/8/2023 the Warranty agreement in conjunction with the TruFlex Deferred Payment Agreement was signed. During this period the Customer did no communicate, in any way, written or verbal, that they did not agree with, or had issues with the said agreements.

  In regards to the towing issues, it was explained that ****** is a third party vendor. Although the fault and error were with the third-party vendor, we discounted his 4/8/23 payment by $500.00 for the inconvenience. The Customer later started a claim and the Director of ************* was alerted the customer needed a tow and remained on the phone with the customer until the tow truck arrived. 

  TruNorth Global has honored and complied with the terms and conditions signed and agreed upon by both parties.

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  TRUNORTH GLOBAL WOULDN'T HONOR MY CLAIM BECAUSE I DIDN'T GET MY OIL CHANGE IN TIME.WHEN 2 MONTHS EARLIER THEY PAID ON A CLAIM AND DIDN'T EVEN ASK ABOUT THE OIL CHANGES.THEY MADE ME JUMP THROUGH ALL THESE HOOPS JUST TO DECLINE MY CLAIM AND NOW I'M ON THE **** FOR A ******* REPAIR BILL. THE MANAGER *********************** COULD CARE LESS ABOUT HELPING ANYONE .

  

  Business response

  09/06/2023

  The customer and our company have reached a resolve in this matter. 

  During the course of each sale the maintenance requirements are explained in full detail. We do understand that the customer is upset, however, maintenance is only an issue during the course of a claim when the cause of failure is linked to a lack of maintaining the equipment. This is stated in the agreement, during sale, and during onboarding. In regards to the complaint that the customer was not informed of maintenance prior - this was explained  to the customer as stated above. For example, the prior claim was for a sensor - oil does not run through that sensor and thus there would not be the case of the cause of failure being caused by the lack of maintenance of the equipment. 
  
  Furthermore, Section H of the Limited Warranty Agreement explains, iv. Customer must furnish ******************************************* with all information as TrNorth Warranty requests and provide proof of vehicles regular maintenance as required in this Warranty Agreement **************** Maintenance) within three days from the day of request. Documented and verifiable proof that the Required Maintenance was performed will be required prior to any authorization for repairs. If customer fails to provide any requested documents within this time period, TrNorth Warranty reserves the right to deny any claim. This was discussed during the sales of the service, during personalized onboarding and in the onboarding email that was received by the customer  on 1/12/2023.

  The customer has had two additional claims that were paid in the respective amount of $6,399.73 & $725.70, thus the coverage has been effective for the customer thus far and we look forward to continuing to provide the service to the customer. 

*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. ↩