ComplaintsforTruNorth Global

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I PURCHASED A ***** ON MAY 20,2023 AND ALMOST AS SOON AS I PULLED OFF THE *** I BEGAN TO HAVE ISSUES WITH THE ***** I PURCHASED I CONTACTED THE WARRANTY COMPANY AND AFTER GOING BACK AND FORTH THE EVENTUALLY PAID A PORTION OF THE REPAIR THAT WAS NEEDED NOT A WEEK LATER THE ***** WAS BACK IN THE **** NEEDING MORE WORK I CONTACTED THE WARRANTY COMPANY AGAIN AND IT TOOK ALMOST 2 WEEKS FOR A RESPONSE AND THEY CAME BACK AND STATED THEY WOULD HONOR THE PLATINUM PACKAGE WARRANTY THAT I PURCHASED THE ***** NEEDED ABOUT $8,000 WORTH OF WORK THEY ONLY AGREED TO PAY $1,000 THIS WARRANTY IS WORTHLESS AND NOT HELPFUL AT ALL THIS HAS FORCED MY HAND AND I HAD TO DO A VOLUNTARY REPO AS I WAS JUST STARTING OUT IN MY BUSINESS AND COULD NOT AFFORD A REPAIR OF THIS MAGNATIUDE

  

  Business response

  08/04/2023

  The customer purchased a 90 Day coverage policy with from the dealer on 5/18/2023. In regards, to the customer having issues as soon as he pulled off the lot with the truck - those are outside of our hands as we have no control over the state of the truck at purchase. The 90 Day program has a coverage aggregate of $15,000 - it is not the "platinum" package as mentioned. We do not have a platinum package. The $15,000 is an aggregate of which is divided across the components. 
  
  The customer first filed a claim on 5/29/2023 of which was paid in full (deducting the $150 deductible) of $792.15. The customer then called in on 6/28 stating, "Thank you but i got it fixed. It didn't cost much so i paid out of pocket. Thank you again".

  The current claim was started by the customer on 7/18/2023, he was immediately contacted in regards tot he process and he informed the claims team that he would be using the standard claim process, not the express process. With the standard process the information is given to us from the *** The information was not received until 7/31 and was processed same day. After review of the information provided for this claim, it was authorized in the amount of $2,257.71 USD, minus the $150.00 USD deductible owed, for a total of $2,107.71 USD. This amount reflects deductions for non covered items, labor for the after-treatment sensors, shop supplies, and core charges which are not covered under the agreement. In addition, there were non-covered components and services that were quoted and these are not covered under the program tier that was purchased by the customer. 

  At this time the customer has received $3,199.86 in approved claims and after review TruNorth Global has upheld the terms of the agreement. 

   

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a truck to start my business and the dealership sold me on this warranty so I could protect my investment. I drove said truck around 150 miles and it developed a coolant leak and a bad engine miss. It got dionosed and found that the egr cooler failed and put coolant into the engine and destroyed it. Warranty claims they will only fix the egr cooler and the rest is my problem. Something that was sold to me to help me has turned into a 34k repair bill and no money to do the repair it. This is a scam and a joke. If a part fails and it causes other parts to fail it Needs to help cover them cost. This company needs to get shut down and money returned to all the customers.

  

  Business response

  06/12/2023

  Hello - the customer purchased the equipment repair program on May 24, 2023 - the customer was then onboarded at which time we go over the claims information and FAQ's from the agreement. It is also suggested that they review the coverage for progressive damage, etc. The goal is to ensure the customer has the knowledge needed when a breakdown occurs. 

  The customer first opened the claim via the ** on 6/5/2023. We received the estimate and needed information from the ** on 6/7/2023 and the same day we were able to provide an adjudication. The ** identified the failed components as the *** Cooler, Cylinder Head, DPF, Pistons, Cylinder Liners, Main & *** Bearings, and Connecting ***s. The diagnostics received from the ** explained that the initial cause of failure for these components is the *** Cooler, which was leaking and hydro-locked the #6 Cylinder. Though the *** Cooler has coverage under the customer's agreement, section A of the agreement signed by the customer states that progressive damage from the *** cooler is not covered. The additional components that failed - failed due to progressive damage from the *** cooler, thus the progressive damage is non-covered. 
  
  The claim was authorized for $3,764.91 USD, minus the $150.00 USD deductible owed per covered claim, for a total of $3,614.91 USD. This amount reflects deductions for the progressive damage, shop charges, core charges, and miscellaneous charges which are not covered under the agreement, which was signed by the customer. It is unfortunate that the customer had a breakdown that ended in so much damage, however, after abiding by the terms of the agreement - the payout of $3,614.91 USD is the final authorization amount. The terms of our coverage are detailed out throughout the agreement which is mailed to the customer after purchase & can be found in their mobile app at anytime. 

  Customer response

  06/12/2023

   
  I am rejecting this response because: the business never called me with a on board call to explain anything about the program until the day the claim was made.   Then the first person I talked to made it sound like if a faulty component was covered then it WOULD  cover everything damaged, not just that part.  ************ makes things so vague untill a claim is made.   If i would of known what i known now i probably would of found a different program.  Had they called with a on board call I would of also know that I had towing on my plan and the number to call.    I was informed by the first person to call and get a reimbursement.   When I called I was told no because I didn't get approval first.   So now I'm out a $500 tow bill do to a failed on board call to tell me anything about the program. 
  
  

  

  Business response

  06/14/2023

  Hello - On June 1st, *************************************** regards to walking the customer through the program, at that time the customer had a claim in triage. 

  I have attached the copy that was signed at the bottom by the customer that indicated the towing options that were available to the customer. In addition, the customer has TruTow, a separate company from ours and three towing reimbursements on approved claims. It is stated that towing reimbursement applies to approved claims and that it is for reimbursement up to $500.

  It is suggested and understood that the customer can and is encouraged to read the agreement. As stated prior, the complaints in regards to coverage are also listed in the agreement. We do our very best to ensure that the customer has access to the agreement at any time for review. It is housed in the mobile app for review and a physical copy is mailed to the address the customer places on the agreement. Each process, step, coverage, etc is detailed in length within the agreement. 

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid for a warranty from this company and for the 2nd time we have had issues. Most recently our truck broke down and needed some repairs that are covered by the warranty. The company states that once it breaks down we have to get it diagnosed within 12hours but it took them 10 hours to find us a tow that was capable of getting us into a shop. We have $6k of work that needs to be done but they are only covering $78 which is only one of the parts needed. Do not do business with them this warranty is not backed by an insurance company so there is no recourse to file a complaint with the state insurance department. Tried to cancel the warranty and they said the unused premiums that they took from us would not be due back to us.

  

  Business response

  10/25/2022

  The customer purchased a Limited ****************** Agreement, not an insurance policy, and encompasses different coverage, terms and conditions, and requirements. The customer receives a copy of their Agreement to review before purchase, at which time they initial and sign the four-page document. Additionally, as a courtesy, we contact the warranty holder as part of our onboarding process and explain the claims process, maintenance requirements, and answer any questions regarding their warranty. All the documents submitted for your claim have been reviewed. This is an aftermarket warranty, and unlike the OEM  warranty, it is component specific. The Agreement lists the components covered and those not. The majority of components were listed as non-covered on the Agreement. For the *** Differential Pressure Sensor, the *** fault code report showed the vehicle was operated for 8 days with code P040913: *** Differential Pressure Sensor. The limited warranty agreement states section K, subsection ix, "Continued operation of an impaired vehicle, in excess of 12 hours or where the vehicle is in limp mode, derate, or has experienced stop engine lights."....(is) not covered, however, we offered $228.25, minus the $150.00 USD deductible owed by the warranty holder, for a total of $78.25 to cover the parts of this failure. Upon the adjudication of each claim, a call was made to the customer advising him of the coverage determination and answering any additional questions he had in regard to it. The terms of the Limited Warranty Agreement were followed and resulted in the appropriate adjudication. The questions regarding a refund are also clearly outlined in the Agreement under section I. where it states, In the event Customer elects to cancel this Agreement, no refund of the purchase price is available to the customer. We have made every opportunity to educate the customer and provide assistance outside of the terms of the warranty agreement.

  Customer response

  10/25/2022

   
  Complaint: 18296661
  
  I am rejecting this response because: You still never responded to how were supposed to have a situation diagnosed in 12 hours and it take you 10 hours to get us a tow during normal business hours. And being that the light came on at 9pm at night and we scheduled a tow for 8am in the morning and it took 10hrs to get a tow to a shop and the diesel mechanics are notoriously busy and have days of delays how is that mathematically possibly to satisfy the requirements. This is a terrible warranty and I still would like at least a partial refund for this not being a warranty that could ever be of use to us given the circumstances not being mathematically possible to ever satisfy the time limits placed on a warranty holder to be covered. 
  
  Sincerely,
  
  ***********************

  

  Business response

  10/27/2022

  The claims process states that you and *********** facility have up to 15 days to get diagnostic information submitted to review a claim. The diagnostic fault code report showed that the engine was operated for 12hrs with a code present. While there are a standard 24hrs in a day, the *** tracks the amount of time the engine was operated with the code present, meaning if the engine was not running it was not counting toward the hours of operations. Even though the time was used to adjudicate the claim, the only possible covered component was covered, excluding the deductible that is required on every claim. The terms of the signed warranty agreement were followed and appropriately adjudicated. 

• Initial Complaint

  10/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid 6 thousand dollars in a personal check for this 2 year warranty. This buisness committed to cover fixing any mechanical issues in the engine. This is my third claim I filed with them that they refused to pay any money to resolve. I have email chains with the service department dealership that I bought the truck from and Trunorth warranty going back and fourth. The dealership sending proof in pictures of the failing components of the engine that are suppose to be covered by the warranty. And the the warranty company denying to honor the claim. The claim number is claim ticket (153061)This claim is estimated around 7 thousand dollars to repair. I have many emails from the dealership detailing the diagnostics and the repairs and emails from trunorth refusing the claims. Ill attach the last 2 of Them but can email you all of them I am also attaching the bill of the repairs

  

  Business response

  10/19/2022

  The warranty holder receives a copy of their agreement to review before purchase, at which time they initial and sign the four-page document. Additionally, as a courtesy, we contact the warranty holder as part of our onboarding process and explain the claims process, maintenance requirements, and answer any questions regarding their warranty. This is a  limited warranty agreement protecting from catastrophic component failure. Unlike the *** warranty, it is component specific. The Agreement clearly lists the components covered and those not. The claims process determines what components have failed and what caused the failure. If the initially failed component causing breakdown is listed on the warranty agreement it is warranty covered. If it is not listed, the claim is non-covered. The warranty holder has filed 4 claims. The first claim was determined non-covered due to the continued operation of his vehicle for over 50 hours contributing to the failure of the components; nevertheless, we paid $1,700 for the injectors as a goodwill gesture. Claim 2 was opened for a reported liftgate which is non-covered under the Agreement. Claim 3 was opened on 8/12/22 but after multiple follow-*** via phone and email the deadline to receive diagnostic information was surpassed and the claim was closed on 8/27/22. Claim 4 Exhaust Manifold failure was identified as the seals.  In accordance with the Agreement, section K, subsection i, Damage resulting from the failures of related components but not limited to: bolts seals and gaskets(is) not covered.. Upon the adjudication of each claim, a call was made to the customer advising him of the coverage determination and answering any additional questions he had in regards to it. The terms of the Limited Warranty Agreement were followed and resulted in the appropriate adjudication. We have made every opportunity to educate the customer and provide assistance outside of the terms of the warranty agreement.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is a complaint rip off on two occasions I have file a claim the first was when my rear ended went out the mechanic clearly explained to them that a s**** came loose that shouldve never came loose and damage the bearings in my rear and they denied the claim because they said they didnt cover damage from a s**** total bs second occasion my rear in was leaking from the seals they denied it because it doesnt cover seals like what do u cover spent **** for a warranty that I cant get anything cover I asked could I cancel my warranty they said yes but no refund like Ive never heard that before Ive had warranties on vehicles sold them and got money back for the remainder of the warranty these people are definitely taking people money and not paying out for any claims!!!!

  

  Business response

  10/13/2022

  The warranty holder receives a copy of their agreement to review before purchase, at which time they initial and sign the four-page document. Additionally, as a courtesy, we contact the warranty holder as part of our onboarding process to explain the claims process, maintenance requirements, and answer any questions regarding their warranty. This is a  limited warranty agreement protecting from catastrophic component failure. It is an aftermarket warranty, and unlike the Original Equipment Manufacturer's (OEM) warranty, it is component specific. The Limited Warranty Agreement clearly lists the components covered and those components that are not covered. The claims process determines what components have failed and what caused the failure. If the initially failed component causing breakdown is listed on the warranty agreement it is warranty covered. If the initially failed component is not listed, the claim is non-covered. The failed components, for your claims, were identified as the leaking seals and a bolt/screw.  In accordance with the limited Warranty Agreement, section K, subsection i, Damage resulting from the failures of related components but not limited to: bolts seals and gaskets(is) not covered.. Upon the adjudication of each claim a call was made to the customer advising him of the coverage determination and to answer any additional questions he may have in regards to it. The terms of the Limited Warranty Agreement were followed and resulted in the appropriate adjudication. We have made every opportunity to educate the customer and provide assistance outside of the terms of the warranty agreement.

• Initial Complaint

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our trucking Company purchased a warranty product from them and on two occasions have filed a claim only to have them refuse to pay because of some computer reading. They find all kinds of excuses not to honor their warranties and I would like a full refund if this scam of a company is not going to honor their product. Based on the reviews and complaints this seems to be a common practice of theirs. This last case it says we ran with very low coolant for 302 hr which is impossible because freightliners automatically shut down. what happened was he blew a hose which stranded him on the side of the road so he repaired it on the side of the road refilled the coolant but repairing it did not reset the computer so it is giving false information.

  

  Business response

  05/31/2022

  The adjudication for the claim associated with the customer was adjudicated properly per the terms of the warranty. The identified failed components were Water Pump. The *** Fault Code information provided shows the vehicle being operated for a period of 302 engine hours with fault 111/1 Coolant Very Low. This fault occurred over extended periods of operation. In accordance with the limited Warranty Agreement, section K, This Agreement does not cover and shall not be liable for... continued operation of an impaired vehicle." It is vitally important that when you have a leak of any sort to have a diagnostic completed, as refilling the coolant alone does not solve the issue with the truck and will result in the continued operation of an impaired vehicle.
  
  Regarding the refund, this is addressed in the signed warranty agreement section I. HOW THIS AGREEMENT IS CANCELLED OR VOIDED: ii. In the event Customer elects to cancel this Agreement, no refund of the purchase price is available to the customer.  This information was explained to Mr. ***** both verbally and via email. Therefore, TrNorth Global has made every opportunity to educate the customer and aid outside of the terms of the warranty agreement.

  Customer response

  06/01/2022

   
  Complaint: 17284402
  
  I am rejecting this response because:
  The truck does not operate with very low coolant it shuts down so it had to be repaired on the side of the road so the ecm reading is not correct it did not run 302 hrs with low coolant it is impossible and this was explained to them and they still refuse to honor their warranty 
  Sincerely,
  
  *************************

  

  Business response

  06/02/2022

  I appreciate the customers response and rejection. However, TrNorth Warranty can only review and access claims based on the information received during diagnostics from the Repair Facility (chosen by the warranty holder). The *** Fault Code report shows the time frame that the fault code was traveled with, that is the information that is used for adjudication as it is the true information. In this case, as stated prior the *** Fault Code information provided shows the vehicle being operated for a period of 302 engine hours with fault 111/1 Coolant Very Low. This fault occurred over extended periods of operation. As stated in Section K of the warranty this is non covered.

  Therefore, TrNorth Warranty properly adjudicated the said claim properly under the terms of the warranty and based on all information that was provided by the Repair Facility.

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid truck north ******* for extended warranty on my truck I have tried twice to file claims the first one they denied saying not covered part and given full print out . I am back in shop again with truck not running correct have tried all avenues and adjustment to confirm it was injectors with all that done run the truck it is no better so return to the shop and confirm it needs injectors and now they say they won't pay cause it wasn't fixed the first time no matter what the shop and I do or say to theses people they deny the claim and think it is funny

  

  Business response

  04/21/2022

  All the documents submitted along with your claim have been reviewed. The reported issues were with your fuel injectors and the *** fault code report indicates that there were codes present for the fuel and related components for 243 engine hours. The vehicle was brought into a repair facility, prior to this claim and the 243 engine hours of operation, to review issues regarding the fuel system but no repairs were completed to rectify issues regarding the fuel system. On 3/19/22, 3 days after repairs were completed, fault P030600: Cylinder 6 Misfire Detected occurred. The vehicle was then operated for 243 engine hours until returning to the repair facility for a hard start condition on 4/15/22 with an engine hour reading of ******; therefore confirming that the vehicle was operated with a known issue over this period of time.  The codes present on the *** fault code report have occurred for the purpose of alerting the driver that the component(s) were not performing to manufacturer specifications or have failed. In accordance with the limited Warranty Agreement, section K, This Agreement does not cover and shall not be liable for... continued operation of an impaired vehicle." Therefore, the claim was appropriately adjudicated in accordance to the terms of the Agreement. In regards to the customer request for a refund this is also addressed in the signed agreement section I. "How this Agreement is Cancelled or Voided: ...In the event Customer elects to cancel this Agreement, no refund of the purchase price is available to the customer." Therefore, there is no refund available. 

  Customer response

  04/21/2022

   
  Complaint: 17062376
  
  I am rejecting this response because: as the dealer has shown and sent them it was corrected.  Then when the problem returned immediately stopped contacted the **** dealership gave them the codes and answered questions everyday to keep them informed till there was opening in the shop and they could find parts once that was all done the truck was put in the shop. The shop has tried to explain what they are looking at and steps taken to ensure the safety of the engine but they refuse to listen or discuss  the matter alls they keep saying is we have reviewed the the claim it is not covered  the dealer would gladly talk to you and give you more insight if u need
  
  Sincerely,
  
  ****** Dauphinaisjr

  

  Business response

  04/25/2022

  The *** report, provided by the manufacturer, indicates that there were check engine lights illuminated for the hours/days outlined in the adjudication. When making claim decisions we must base the adjudication on the facts and diagnostics provided. Therefore, the adjudication was appropriately made based on the information provided by the repair facility and manufacturers warning system. We have also attempted to contact you and *********** facility on two occasions after the adjudication was made to discuss and explain the adjudication and those calls have gone unanswered. TrNorth Warranty has adhered to the terms and conditions of the Limited Warranty Agreement and taken every step to educate the customer on the decision. 
  
  

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I jyst purchased my peterbuilt in august I had a problem with the Def aftertreatment with truck a clamp was discovered missing on the def filters due to mechanical error at peterbuilt in kc prior to my purchase records indicate peterbuilt last worked on aftertreatment system on truck ,my warranty denied the claim due to the fact that my computer did not download a time stamp when code was activated the engine manufacturer which is Paccar is very aware of this issue and the warranty is aware of this issue has well but they continue to sell the warranty knowing that they will not ***** any defects that accour because the ecm will not down load a time stamp !! And peterbuilt of KC is aware of this has well I consider this fraud !

  

  Business response

  02/08/2022

  The adjudication regarding the claim was accurate as there was confirmed continued operation of the vehicle with a known issue. The codes show a progression of severity and vehicle failures throughout the Aftetreatment system. Although the adjudication was correct, TrNorth Global extended a goodwill offer of $2,000.00 to assist our customer. Mr. ***** accepted this offer and signed a goodwill release form that stated the amount is in full satisfaction of your claim and that he agreed to not file any claims against TrNorth Global for any claims released herein. 
  In regard to the refund, this is addressed in the signed warranty agreement section I. HOW THIS AGREEMENT IS CANCELLED OR VOIDED: ii. In the event Customer elects to cancel this Agreement, no refund of the purchase price is available to the customer.  This information was explained to Mr. ***** both verbally and via email. Therefore, TrNorth Global has made every opportunity to educate the customer and provided assistance outside of the terms of the warranty agreement.
  
  

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for Trunorth Warranty (trunorthwarranty.com) because I was it was a recommended extended warranty provider for the my semi-truck,The very concerning thing is that so far I have filled 3 claims with them and I haven't received almost anything (for example, the value of these claims has been over $5000 but I have not received anything!). So because they never did what they were supposed to, I decided to cancel their services for good and get a refund, but they told me they won't give me any refund. And also that they have the right to cancel my warranty at any time, again, without giving me a refund.My request for you is to help me get a refund from these guys for the amount of $6000 out of the $7500 I've paid so far). I hope you can assist me because this company Trunorth (Trunorthwarranty.com) is definitely shady and, in my opinion, their business is to scam truck drivers not do what they're actually supposed to.

  

  Business response

  01/04/2022

  The warranty holder receives a copy of their agreement to review before purchase, at which time they initial and sign the four-page document. Additionally, as a courtesy, we contact the warranty holder as part of our onboarding process and explain the claims process, required maintenance, and answer any questions regarding their warranty. TrNorth called and conducted a onboarding conversation to discuss the terms of the Agreement and allowed the warranty holder to ask any questions he had regarding his coverage. TruNorth explained that warranty coverage is determined through diagnostics and dependent on the cause of failure. This process was completed on 7/26/21. The warranty holder's first claim was closed as he contacted us after repairs were completed and he was advised we could not participate. During the second claim, the warranty holder stated that he did not care about our policies or procedures and again paid for repairs before following the claims procedure. The third claim was determined non-covered due to the warranty holder continuing to drive his vehicle with a check engine light for an extended period of time.
  In regard to the refund, this is also addressed in the signed warranty agreement section I. "HOW THIS AGREEMENT IS CANCELLED OR VOIDED: ii. In the event Customer elects to cancel this Agreement, no refund of the purchase price is available to the customer." This information was explained to the warranty holder both verbally and via email. TrNorth has made every opportunity to educate the customer and provide the needed information.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PURCHASED THE WARRANTY PLAN IN APRIL 2021 PAID $5000 ROUGHLY AND GOT NO SERVICES FROM THE EXCEPT LIES TOLD ME THEY NREVEIWED THE LAST 120 HOURS ON THE ENGINE AND CAME BACK WITH **** HOURS OF FAULT CODES. here is their email info **** counts with code *************************** **** Valid But Below Normal Operating Range - Moderately Severe ********** hours with code ****: EGRValve Position Circuit - Voltage Below Normal or Shorted to Low Source for a total of 1 count and **** hours with code ****: VGT Actuator ************** ********* Mechanical System Not Responding or Out of Adjustment for a total of 39 counts.-965 hours with code ****: Engine Diesel Particulate ***************** **** Valid But Above Normal Operating Range Moderately Severe Level for a total of 4 counts. the last occurrence for the faults all occurred with the last 120 engine hours of operation. They are misrepresenting their product. Sell it too you and then deny you when you file a claim I would provide you with the contract but they can't seem to provide me with a copy

  

  Business response

  12/28/2021

  Upon the purchase of the Agreement, TrNorth (TN) conducted a courtesy onboarding call to explain the requirements and terms of the warranty. This includes if there are any check engine lights, odd sounds or any indication the vehicle is not operating to the manufactures specification that the warranty holder must take the vehicle to the nearest licensed repair facility or OEM dealership. On 12/7/21, the warranty holder called informing TN that the vehicle had issues with the oil pump.  TN explained that the Limited Warranty Agreement is not an OEM bumper to bumper warranty. Rather, it is a component specific limited warranty, listing what is covered and what is not covered. TN explained that warranty coverage is determined through diagnostics and dependent on the cause of failure. The claim mentioned by the warranty holder for the engine was adjudicated as non-covered citing specific diagnostic information provided by the repair facility. This information identified the initial cause with detailed technician's notes, and the diagnostics clearly supporting the findings that this is a failure of a non-covered component which is specifically listed as such within the warranty holders limited warranty agreement. The engine block, cylinder liners, and cylinder heads are covered only if damaged by a covered component. In additional, after reviewing the *** fault code report showed that there were many codes present which had occurred over long periods of time and operation before the unit was brought into the repair facility to be diagnosed. In accordance with the Limited Warranty Agreement, section K, ************************************* Warranty does not cover and shall not be liable for... continued operation of an impaired vehicle". The terms of the Limited Warranty Agreement were followed and resulted in the appropriate adjudication.

  Customer response

  12/29/2021

   
  Complaint: 16405407
  
  I am rejecting this response because:
  The truck was not operated over a length period of time.  The codes they are referring to are over a 9 year period.  They lied to me about coverage.  Never gave me a copy of the actual warranty even though I have requested it several times and when I did file a claim they denied everything.   Told me I knew nothing.   Basically informed me that they will not cover anything of the repair.   My mechanic told me that was not the case of lengthy operation with a code.  The way it has been explained to me the minute it throws a code I have to call a tow truck.   Not economically feasible.   I deny their response.
  Sincerely,
  
  ***************************

  

  Business response

  01/03/2022

  The Codes used for the adjudication are based on engine hours in which the vehicle was operated with an issue. The codes present on the *** fault code report have occurred for the purpose of alerting the driver that the component(s) were not performing to manufacturer specifications or have failed.
  The warranty was purchased on 2/18/21 and sent electronically to the warranty holder. It was then mailed to the address given by the warranty holder after which a courtesy onboarding call going over the warranty was conducted on 2/22/21. The claims from ***************** are untrue and nonfactual. Regardless of the dispute regarding the codes, the components included in the warranty holders claim are non-covered as listed in the signed warranty agreement.

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