Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 4/4/2025 *** warranty company was supposed to pay for labor hours to repair my truck, ********************** provided an invoice for 20 labor hours to reinstall a new transmission, I bought premium 2000 supreme which should cover the full amount of the repair, I paid $9500 for this warranty, and I was promised when selling that all hours will be covered by the warranty, but the agents from *** citing some restrictions approved 15 labor hours, I explained to them that the Workshop requires full payment, but they still refused me and I had to pay myself. I think I was deceived by selling this warranty, you can see on the premium2000 website that there is no limit on repairs.

  

  Business Response

  Date: 04/08/2025

  A claim was submitted to National Truck Protection on March 31, 2025, for a transmission failure. Our claims department reviewed the submitted estimate and authorized 15 labor hours for the transmission repair, in accordance with industry-standard labor time guidelines. The repair facility, MHC -*********, billed for 20 labor hours. We have consulted directly with **** ******, the intermediate Service Manager at the repair facility, who confirmed agreement with the 15 labor hours authorized by National Truck Protection. Therefore, Mr. ********** should not be charged for the additional 5 labor hours beyond what was approved for the transmission repairs. However, he will be responsible for 2 additional hours of labor associated with the replacement of the air dryer cartridge, which is a non-covered component under the vehicle service contract.

  Additionally, we would like to clarify that under Mr. **********s vehicle service contract, the Definitions section, item number 5, defines COSTS as:
  The usual and fair charges for parts and labor necessary to repair or replace the covered components under this Agreement. These charges shall not exceed the manufacturers suggested retail (list) price for parts and labor allowances derived from nationally recognized labor time. These guidelines are outlined in the contract documentation and are consistently applied to ensure fair and accurate claim adjudication.
  

  We value our customers and regret any confusion that may have arisen during the claim process. If Mr. ********** has any additional questions, he is welcome to contact our call center directly.  

  
  

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for an NTP/Premium 2000 for a 2 year//200k coverage contract when I first purchased my 2016 Cascadia 126 Day cab. November 2024 the warranty was expiring, I decided to move forward with my renewal 11/24 after talking to the salesman **** ******** who told me " It was easy to cancel the contract, pro-rate the remaining amount, or transfer the warranty to another owner." before I gave him my card information. So, I paid in full for all 24 months of coverage. 4 months later 3/18/25 My tractor caught fire and unfortunately couldn't be extinguished, so it went up in flames and is a Total Loss. After dealing with insurance for 2 days straight, I remembered what **** said about the pro-rate hoping it would help me cover some monthly expenses while I wait for insurance to kick in and I try to my best to get back on the road.**** informed me today 3/20/24 via email "Unfortunately, you reside in a non-cancellable state and had a claim so there is no refund available"I was told because I used the warranty; it is not pro-ratable. After **** told me verbally on the phone in November of 2024 " It was easy to cancel the contract, pro-rate the remaining amount, or transfer the warranty to another owner" when I renewed the warranty. I spoke to another woman in the warranty cancellation department 3/20/25 before speaking with **** ******** who told me "I could see if he could get with his supervisor to see about the prorate for unused portion."**** informed me today 3/20/25 via email "Unfortunately, you reside in a non-cancellable state and had a claim so there is no refund available"So, in other words he lied to me when we agreed to the renewal in 11/24, so he could make a ************* 392.30$ what this company is willing to pay to steal 7937$ from me? That's also minus my 500$ deductible to the shop for a repair on 12/24. So actually, I paid more.392.30$ is what NTP covered on my repair in 1 Claim. So now they don't want to prorate the unused portion.

  

  Business Response

  Date: 03/27/2025

  Thank you for the opportunity to address Mr. ***** BBB complaint. 

  ***** *****, Senior Vice President at ***,personally contacted Mr. ******* ***** to review the concerns regarding the refund of his vehicle service contract. After a thorough discussion and review of the circumstances, *** and Mr. ***** mutually agreed to cancel the service contract and issue a pro rata refund upon receipt of documentation confirming the total loss of his vehicle due to a fire. Mr. ***** provided the necessary proof of insurance, and the refund was approved based on that information. 

  On March 27, 2025, **** ********************************** processed a refund in the amount of $5,995.75. An email was sent to Mr. ***** requesting either a mailing address for a physical check or ACH details for a direct deposit.
  

  Following the resolution, Mr. ***** emailed the following to Mr. ***************** *****, Thank you for helping me with this, my family greatly appreciates it. I updated my ****** reviews. I apologize for being so tenacious and hostile in my initial review. Thank you so much for finding resolution with me and for turning this around so quickly. Is there anything I need to do?
  Thank you again, *******"
  

  This BBB complaint has been resolved satisfactorily as we are committed to providing ongoing support to all of our customers.
  

  Customer Answer

  Date: 03/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern,I am a truck driver owner operator. I purchased a truck warranty in case of a break down to be covered from NTP- NATIONAL TRUCK PROTECTION. My policy is almost paid in full which I paid them about ******************************************************************************************************************************** which their calls are recorded that my failed truck component was covered depending on the cause. Im attached documents to support this. Thank you so much! For any help you can provide.

  

  Business Response

  Date: 03/04/2025

  We appreciate the opportunity to respond to the complaint filed by Mr. ******* ****** regarding his *************** Contract with National Truck Protection.
  
  Mr.******* ****** purchased a 1-year/100,000-mile Safeguard Engine Value Pack VSC on August 30, 2024. Upon reviewing his complaint, we promptly contacted him to discuss the details of his claim. While the fuel tank is a listed covered component under his *************** Contract, the failure was determined to be caused by corrosion,which is explicitly excluded under the contracts Limitations and Exclusions section:
  
  IV.LIMITATIONS AND EXCLUSIONS
  A. WHAT THIS AGREEMENT DOES NOT COVER
  This Agreement applies only to Breakdowns occurring within ****** or the ************************, its possessions, and territories. It does not provide coverage for:
  
  5. A Breakdown caused by corrosion, rust, dirt, or dust.
  
  Additionally,per the terms of the contract and state regulations, the *************** Contract purchased by Mr. ******* ****** is not eligible for a refund in the state of *******
  
  We understand that claim denials can be frustrating, and we are committed to ensuring transparency in our claims process. If Mr. ******* ****** has any further questions, we encourage him to reach out to our customer service team for any additional clarification.
  
  Thank you for your assistance in resolving this matter. 

  Customer Answer

  Date: 03/04/2025

   I am rejecting this response because:
  
  Hi ******* - thank you for taking time to address this issue which is truly disappointing for me. This is my first claim I have submitted to this company even though I purchased the best policy which is almost paid in full. They advertised in the policy I purchased that one of the components that they cover is the fuel system including fuel tanks.  They denied the claim after 2 days of waiting on them in the dealership according to them because of the diagnostics that the dealership sent them.  I disagree of the diagnosis that the claims department is saying because my truck has an *************** Unit (***) system right next to the passenger fuel tank which is the one with the issue. The *** is attached to the trucks frame which creates a vibration which could have been the main cause of the fuel tank damage.  The claims department automatically said it was corrosion and dirt or dust but thats ludicrous because everything in a commercial vehicle is covered in dirt and dust. So according to them nothing will ever be covered. I received a call from a technical resolution manager named ******** ****** who told me that he was going to try to get approval for at least some help with portion of the repair and of that would resolve my problem. I said to him yes, anything you guys can help me out with would be appreciated but he later emailed me to say that his manager told him no. Please advise what should I do? I feel o have been scammed with this company especially because they advertise their best policy to cover most repairs and they truly dont. This cost me a lot of money to fix and I dont think its right for them to take peoples money and then easily deny claims for bogus reasons . 
  

  ****** Negrete ******

  
  

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have the full coverage warranty through ntp. $10000.11/26/24 Called ntp to verify a part was covered (A0034461002/004) cpc4 for freightliner cascadia. They confirmed it was covered.I was at a shop who told me that this part was the problem but had to take it to a Freightliner who worked with *** for them to cover it.12/2 Had my truck towed to freightliner. Cost $450 for 10 miles.Told the freightliner it was the cpc that was the problem already diagnosed by another shop. Truck wont crank or start. Of course they wanted to do there own diagnostic which is $440 for 2 hrs. Plus said they were going to charge me $220 to tow it ********************************************************12/3 Freightliner tells me it's the stalk shifter even though I told them I tried that already and it's the cpc. Charges me another $328 for labor and $179 for stalk.12/4 Surprise it's not the stalk didn't fix anything. Still won't crank or start. Now they want to see if it's the cpc. They send the order off to *** for approval. *** says it's not covered. Even though last week they said it was. On a recorded line and in notes. Still won't take ****************** I have a bill at freightliner for $1400. And my truck still won't start and a new cpc is about 2k - 3k to get installed and programed.

  

  Business Response

  Date: 12/06/2024

  Dear Mr. **************** sincerely regret any confusion and frustration you have experienced with the *************** Contract process and the ongoing issues with your truck. After thoroughly reviewing your claim, including listening to the recorded calls, I want to provide clarity on the situation and summarize our findings, which one of our claims managers discussed with you earlier on December 6, 2024.
  
  On November 26, 2024, you contacted *** regarding the coverage of the *** 4 part for your Freightliner Cascadia. During that call, we reviewed the details of your *************** Contract and outlined which components are and are not covered under your agreement. Unfortunately, the *** 4 is not listed as a covered component under your VSC. This was confirmed when ************ later submitted their request for repair approval.
  
  While we strive to provide transparent coverage by clearly listing the individual parts covered under the *************** Contract, it is important to note that final determinations can only be made once we receive a detailed estimate,including part names, numbers, and servicer notes to confirm the specific failure. We understand this process may have caused confusion and resulted in additional inconvenience.
  
  We recognize the critical role your truck plays in your business operations and sincerely regret the challenges this situation has presented. We appreciate your patience and understanding. 
  
  Sincerely,

  ****** Beck 

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm an owner operator truck driver and purchased a warranty with national truck protection. I need my dpf filters replaced and they refuse to replace them. I was told by a representative at national truck protection to tell the repair shop to replace the filter instead of clean because replacing them would be under warranty and cleaning them would not be. Now, I am being told that I am going to have to pay out of pocket to have them cleaned.

  

  Business Response

  Date: 12/12/2023

  Mr. ***** contacted National Truck Protection on December 8, 2023, for a ch*** engine light warning notice on his **** ************ ********.  The service facility, ********* ******** determined that the issue with the truck was related to customary maintenance—specifically, the cleaning of the DPF filter. According to the definitions outlined in our Vehicle Service Contracts, a failure is characterized by the malfunction of a covered part, provided it has received customary maintenance as recommended by the manufacturer in the owner's manual. Unfortunately, in this case, DPF cleaning is considered routine maintenance and falls outside the coverage of his contract.
  
  Upon reviewing the initial recorded conversation with Mr. *****, we have confirmed that our representative accurately communicated that coverage for the DPF would depend on the findings of the repair facility. Importantly, at no point did we advise Mr. ***** to instruct the shop on diagnostic procedures. Our representative explicitly stated that DPF replacement would be a covered component, while cleaning would be considered maintenance.
  
  We sincerely appreciate your business, and it is with regret that we are unable to fulfill Mr. *****s request for coverage in this claim.  If you or Mr. ***** has any further questions or concerns, please do not hesitate to reach out.  We are here to assist and provide clarification, as needed. 
  
  Sincerely,
  
  Brandy B*** 

• Initial Complaint

  Date:12/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A warranty was purchased, and a claim has been denied stating it's a repair not covered. They cannot produce evidence or literature proving this, and we believe it is covered.

  

  Business Response

  Date: 12/07/2023

  A claim was reported to National Truck Protection on November 10, 2023 for a check engine light.  Southwest International Trucks sent us the diagnosis on November 29, 2023 documenting the cause of failure as “dusting”.  Per the Vehicle Service Contract, dusting is excluded from coverage.  Therefore, the claim has been denied. 
  
  Per the Vehicle Service Contract: 
  
  IV. LIMITATIONS AND EXCLUSIONS
  WHAT THIS AGREEMENT DOES NOT COVER
  This Agreement applies only to Breakdowns occurring within Canada or the United States of America, its possessions and territories. It does not provide coverage for:
  …
  5. A Breakdown caused by corrosion, rust, dirt or dust.
  
  We genuinely appreciate your business and regret that we cannot fulfill your request. If you have any further questions or concerns, please don't hesitate to reach out.
  
  Sincerely,
  
  Brandy **** 

  Customer Answer

  Date: 12/08/2023

   I am rejecting this response because: Our very first correspondence with NTP (Chad) was them dismissing us. I understand the skepticism that comes with his job, but we purchased the warranty in case something like this happened.  He mentioned that the incident occurred the day before our warranty expired and acted as though we were in the wrong for that but what it was, was simply luck on our end. In fact, the engine is 100,000 miles under the next determining factor for the warranty to expire. The letter from the mechanic mentioned signs of dusting but no actual proof of dusting. He has not been helpful but rather has tried to take every opportunity to dismiss our claim. Their website seems to indicate that they handle all engine work and we believed that to be true. www.ntpwarranty.com
  
  
  

• Initial Complaint

  Date:09/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Dropped my truck off to ********** ***** *********** which is one of there certified shops on their website on 8/9/23. I was contacted and told that the lead mechanic had contracted covid and my unit could be down 14 days so I was told to pick the unit up 8/16/23 which was understandable. I contacted NTP and took my unit to *** ***** another certified shop on their website on 8/16/23. I was in touch with NTP and *** back and forth trying to make sure that each were doing their part to get my claim approved as soon as possible. Once the pictures were uploaded the claim was approved but not the full hours that *** requested. I spoke to the adjuster assigned to the claim and he stated they had to justify why they needed more hours. I explained to him that my unit had now been at *** close to 2 weeks. Why have this shop listed on their site and allow me to go through the full process of getting the claim approved if they cant agree on the hours? Why would they have shops listed that they aren't in compliance with. *** stated they don't disclose labor hours and this is why most shops hate to work with NTP. I've made over 30 calls to NTP trying to speak to supervisors and adjustment supervisors and never received any calls back like I was told I would. I was told by my adjuster James B**** as well as operators when I called into NTP that I should have taken my vehicle to a preferred shop. I was confused what was the difference. James told me read the difference in fine print. The difference stated they could guarantee the work of a preferred shop. What does that have to do with agreeing on the hours to be paid? That has noting to do with me. After I was told they wouldn't approve the hours, I was told to take my truck to a preferred shop. I picked my vehicle up 8/30/23 to take it to one of the preferred shops ******** *******. At this point I have been 4 weeks without my vehicle while all the time it has been at shops listed on their website.

  

  Business Response

  Date: 09/18/2023

  Mr. ****** contacted National Truck Protection on August 9, 2023, to discuss his Vehicle Service Contract.   We reviewed his contract with him, provided him with a copy of the contract and a link to the Servicer Locator explaining the benefits of selecting a *** shop to complete his repairs. The link to the Service Locator even defines that a Certified shop is authorized to perform repairs under a customer’s Vehicle Service Contract agreement; however, these repair facilities do not provide the same labor or workmanship guarantees as the *** shops. 
  
  We received another phone call from Mr. ****** on August 16th advising that the Certified shop of his choice told him that National Truck Protection stated that he would need to take his truck to another repair facility.  However, we have no reference of this conversation taking place with any repair facilities. Mr. ****** proceeded to contact us again on August 24th to confirm his new Certified shop of choice, *** **************** **** had filed a claim under his Vehicle Service Contract.  At that time, no claim had been filed, so we attempted to contact the repair facility with no success.  On August 25th, the repair facility reported a claim to us, and we advised the shop of the exact documentation we needed for us to review and process Mr. ******’s claim.  
  
  We received the supporting documentation from Mr. ******’s repair facility on August 28th and the claim was immediately assigned to James B**** for review.  The estimate of record had a total of 17.2 labor hours which appeared to be excessive compared to the 2.6 standard labor hours as noted in Mitchell 1 for the oil cooler failure.  We immediately contacted the repair facility to discuss the differences in the labor hours, however they could not provide any documentation to support the 17.2 total labor hours they requested.  Therefore, the claim was authorized in the amount of $1,494.41 on August 29th for the replacement of the oil cooler using the industry standard labor hours provided by Mitchell 1. 
  
  Mr. ****** has now chosen to move his truck to Velocity Truck Centers which is a *** shop, and we are waiting on an estimate to be submitted, so we can review accordingly. 
  
  If you have any additional questions related to Mr. ******’s claim, please feel free to let me know.   Thanks again for providing us with the opportunity to respond to Mr. ******’s concerns. 
  
  Sincerely,  
  
  Brandy B***
  Vice President- Claims
  ************
  

  Customer Answer

  Date: 09/27/2023

   I am rejecting this response because: 

  I tried to contact to further explain what has been goin on but for some reason I wasn’t able to enter information. My unit is still in there preferred shop Velocity in Fontana at the moment.  Tomorrow makes 8 weeks total my truck has been at shops on there website. I received a call from someone I believe name Bobby to tell me about how my truck was taken to the wrong shop. They have record of me calling them and letting them know where I was taking the unit. I will list the shops that the vehicle was delivered to. Since I complained I feel that they are trying to retaliate by lowering the amount of coverage that they are willing to pay for. When the Unit was at *** $410 was approved for the diagnostic now at velocity $310 is approved. At *** there’s other amounts that were approved for more. I still had to pay *** $473 out of my pocket to pick up the vehicle and take it to a preferred shop even though *** is a certified shop with there program. I have loss over $20,000 thousands in wages averaging what I make with my truck. I’m a small business fighting to stay alive in this terrible market and these people are not worried about helping even though I purchased the warranty. They’re treating me as if I took my vehicle somewhere they don’t know. This has been the worst experience of my life dealing with any 3rd party company and all they care about is what they can avoid paying for. Below is an attachment showing these shops listed on there website. I will also attach the approval forms so that you can see the difference in amounts approved. I should actually receive compensation for all the time I have been off work because of this horrible company. I hope that you take all this in consideration and help me come to a resolution that helps the small business guys also. Thank you for your time. 
  
  

  
  

  

  Business Response

  Date: 10/02/2023

  Unfortunately, the repair facilities availability to complete Mr. ******’s repairs are outside of our controls.  As soon as we received all the necessary documentation from ******** ***** ****** to review Mr. ******’s claim, we immediately reviewed and approved the covered repairs.  The difference between the estimates from *** **************** **** and ******** ***** ****** was the labor rates which each shop charges different rates per hour to complete repairs. 
  
  We spoke with Mr. ****** an apologized for any confusion with the repair facilities and waived his $350 deductible.  Also, Mr. ****** has Rapid Repair Guarantee that would be applicable for this claim, so we have issued payment for the full benefit in the amount of $1500 given the delays with the repairs. 
  
  If you have any additional questions related to Mr. ******’s claim, please feel free to let me know.   Thanks again for providing us with the opportunity to respond to Mr. ******’s concerns and assisting us with resolving Mr. ******’s complaint as we truly do appreciate his business. 
  
  Sincerely,  
  
  Brandy B***
  Vice President- Claims
  ************

  Customer Answer

  Date: 10/05/2023

   I am rejecting this response because: How are you guys stating that availability of the shops is out of your control when the shop didn't complete the job because you guys initially didn't accept the shops estimate. Not only was this a shop listed on your website I also called and confirmed before  dropping the truck off. 

   

  I don't want to keep going back in forth about this issue because the repair has been completed. While the truck was in your preferred shop Velocity of Fontana they found more issues with the vehicle that are covered by my warranty. I was told that if they added any items I would have to start the claim completely over by the adjuster. The truck hasn't left the facility and a new claim listed as ********** has since been opened. I'm now being told that I have to pay this deductible even though the repairs should have been included with the original claim. The supervisor at Velocity named Alex P****** can confirm that these repairs were needed but a separate claim had to be made. If this deductible is waived since it should be part of the original claim then I will be satisfied at that point. 
  
  

  
  

• Initial Complaint

  Date:08/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased **** *********** box truck from ******. I picked up the vehice from ****** on June 22, 2023. The truck was stored at storage lot until I obtained a tag for it in August. The vehicle from the time of pickup until August had be driven less than 150 miles when the engine light came on. I immediat**y took it to ****** service center in **** ***** on August 12th. They sent me invoice to replace gasket manifold, high current grid heater and use abrasive roloc surface conditioning. The invoice was for 3,401.69. I asked if repair was covered under warranty with National Truck Protection (NTP). ****** service center contacted NTP. National Truck Protection (NTP) requested ****** to send them photos of the parts needing replacement. ****** took apart the engine to remove parts and took photos and sent them to NTP. NTP told them the repair has to be authorized by me and I did provide my consent. NTP then responded to ****** stating that the gaskets are not cover under warranty instead of focusing on the grid heater that is covered under . ****** can not put old gasket and sealers with new parts. NTP continued to denied covering the replacement of the worn parts. NTP warranty has been in effect on the truck since June 17, 2023. Now ****** is trying you $2100 to put the original parts back together after they had to take it apart obtain photos as NTP request. The service clearly states that intake manifold is covered and the online NTP website lists general engine and intake manifold as components that are covered. The grid heater should fall under general engine. See tthe attached service contract and email correspondence between mys**f, ****** and NTP.

  

  Business Response

  Date: 08/31/2023

  Mr. *****s filed a claim on August 22, 2023, for a failure to his Intake Grid Heater on his **** ************* **** *****. The Vehicle Service Contract pays for reasonable costs to repair or replace specifically listed components under the contract as stated in Section III. C. Coverages and Covered Components. The Intake Manifold is a listed covered component; however, the Intake Grid Heater is a separate component that is bolted to the Intake Manifold and connected to the EGR mixing duct.  These parts are not the same component as they function independently of each other.  Therefore, given that the Intake Grid Heater is not a listed covered engine component; Mr. *****s’ claim was denied. 
  
  Also, according to the vehicle service contract agreement under Section V. Your Responsibilities if you have a breakdown, 5. Notify the Repairer that Your Vehicle carries a service contract or extended warranty through Us. Authorize the Repairer to perform necessary diagnostic work. You will be required to pay the costs of diagnostics if the Mechanical Breakdown is not covered by this Agreement.
  
  If you have any additional questions r**ated to Mr. *****s’ claim, please fe** free to let me know.   Thanks again for providing us with the opportunity to respond.
  
  Sincer**y,  
  
  Brandy B***
  Vice President- Claims
  ************

  Customer Answer

  Date: 09/01/2023

   I am rejecting this response because: the agreement has general engine explain what is covered under "general engine." If this wasn't covered according to the warranty which clearly indicated what is covered. According to a last rep if its not listed on the warranty contract where she walked me thought to see what was listed, its not covered, this would have **iminated the back and forth with NTP.

  NTP, several requests for Southwest International (SWIT) for pictures to identify the failed part. This request incurs teardown fees i order to produce pictures.

  Once NTP reviews the pictures sent then NTP says these parts are not covered. This starts with (Robert D** C** **.) Claims Service Rep, 8/23/2023, 

  On 8/25/2023 Thank you for submitting pictures for the claim, in order to complete the repair approval request we need to have the following information. again asking for additioanl pictures Clams (Robert D** C** **.) Rep

  On 8/25/2023  SWIT responed "he don't unstained why they dont see that it's broken it the picture that I sent you. Here is a zoomed in view.

  8/25/2023 Upon reviewing the estimate the repairs listed are not covered under the cusotmers warranty. Unfortunat**y.... (Taylor P***** NTP Rep)

  8/25/2023 SWIT responded "Why didn't NTP say that upfront instead of making us do extra steps.

  8/25/2023 NPT responds = I do sincer**y apologize for the inconvenience and miscommunication.... Taylor P***** Senior Claims Service Rep (Attached email)

  This appears NTP should have ended this discussion with verifying word for word on contract warranty before asking SWIT for break down for pictures.

  END.

  I am looking forward to your response

  Thank you

  ******* *****s

   

• Initial Complaint

  Date:05/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased an NTP warranty through Arrow Truck Sales in November 2022. We added the Transmission coverage which costs significantly extra up front. The truck was inspected and passed for the warranty coverage upon our purchase. In 6000 miles a part on the transmission failed causing a heavy leak of transmission fluid, a warning light popped up and we immediately took the unit into a NTP certified dealership for diagnoses. It was diagnosed with a heavy leak in the inertia brake attached to the transmission. This caused transmission fluid levels to drop dramatically, decreasing lubrication to vital transmission parts, damaging them, and warranting the dealership to recommend and transmission replacement/repair. NTP immediately started dodging ways of recognizing this claim. First it was because the part that failed wasn't covered, thus nothing after that part failed would be covered. Second it was that we operated the vehicle with low fluid levels causing the problem ourselves. The dealership said it had low fluid levels due to "INSPECTED AND FOUND INERTIA BRAKE ON DRIVER'S SIDE OF TRANSMISSION IS LEAKING HEAVILY." We got a smart-alec representative named Chad B**** who continued to switch around reasons why the claim shouldn't be paid. All of this came from "his superiors" who he could not put us in contact with. First: "I can tell by the photos that this leak has been there for a long time, pre-existing isn't covered" Second: "It isn't covered because a covered part didn't cause the damage to the other parts" Third: "You drove the truck with low fluid levels and it voids your claim." Then started saying in the emails that we were running the truck with "no fluid" in order to continue pushing that it was negligence on our part instead of a failed part. The shop described draining the remaining fluid out in order to assess damage We obtained the inspection form for this unit and everything was ch***ed and passed per the authorized NTP sales organization.

  

  Business Response

  Date: 05/12/2023

  Mr. ******* filed a claim on May 5, 2023 for a possible transmission failure under his vehicle service contract.  The shop diagnosed the initial cause of the failure to be a leak from the inertia brake on the driver’s side of the transmission. As a result of the leak, the unit was operated with only a ½ quart of fluid while this transmission holds up to 5 quarts of fluid. Also, the fluid had evidence of heavy metal particles with small bronze pieces that indicates premature wear due to lack of lubrication.  Additionally, the photos supported that the leak occurred over time vs. a result of a sudden mechanical failure. Therefore, based upon the information provided, Mr. *******’s claim was denied due to continuous operation of the vehicle with low fluids which resulted in the transmission to no longer operate properly.
  
  IV. LIMITS AND EXCLUSIONS
  WHAT THIS AGREEMENT DOES NOT COVER
  This Agreement applies only to Breakdowns occurring within Canada or the United States of America, its possessions and territories. It does not provide coverage for:
  …
  4. A Breakdown caused by or contributed to by operating the Vehicle without proper levels or specification (type) fluids, lubricants, coolants or using improper or contaminated fluids.
  …
  10. A Breakdown caused by abuse, misuse, negligence, spin-out, shock load, over-rev, towing, overloading or hauling that exceeds the OEM’s recommendations for Your Vehicle.
  
  Furthermore, we have advised the shop that if they can provide us with any additional supporting evidence that this failure was a result of a sudden mechanical loss, then we would be more than willing to re-evaluate our claim’s denial. 
  
  Thanks again for providing us with the opportunity to respond.
  
  Sincerely,  
  
  Brandy B***
  Vice President- Claims
  336-354-1265

  Customer Answer

  Date: 05/12/2023

   I am rejecting this response because:
  
  This unit was inspected and passed with 0 leaks by an NTP representative for this warranty just 5500 miles prior to this incident. 3500 miles ago this unit was fully diagnosed and DOT inspected by **** ***** center for a coolant leak where the water pump failed, they performed various other unrelated but recommended fixes. We ch*** fluid levels in our vehicles and monitor service needs closely. ********* ***** Centers in A****** ** verified that the codes were within 25 hours of any issue arising. The diagnoses was the inertia break "leaking heavily"....not slightly leaking..."leaking heavily". 

  "///RECOMMEND PARKED REGEN TO VERIFY FAULT CODES. THESE CODES WERE WITHIN 25
  ENGINE HOURS.
  (SECOND ISSUE IS WITH THE TRANSMISSION FAULT CODES:
  1.) FAULT CODE 75/ ID-560 FMI-17 POWER DOWN IN GEAR.
  INSPECTED AND FOUND INERTIA BRAKE ON DRIVER'S SIDE OF TRANSMISSION IS LEAKING
  HEAVILY. CH***ED TRANSMISSION FLUID LEVEL AND TRANS HAS VERY LITTLE FLUID.
  ADVISED TO DRAIN TRANSMISSION AND CH*** FOR METAL.
  (554 05/04/2023)
  DRAINED TRANSMISSION FLUID, AND TRANSMISSION ONLY HAD 1/2 QUART TRANS FLUID.
  THERE ARE HEAVY METAL PARTICALS AND SOME SMALL BRONZE PIECES IN FLUID.

  The idea that this representative can tell from a photo how long and at what volume that part has been leaking is laughable. The claim is that we neglected and abused the unit in 3500 miles? Just do the right thing, our company revenue is being damaged and we have additional rental costs by this attempt to dodge contracted warranties. We have rental truck coverage as well, but only if they approve the part fix. 

• Initial Complaint

  Date:01/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company is not covering a repair even though it says it covers repairs on transmissions. My semi truck couldn’t go drive. This is a transmission problem

  

  Business Response

  Date: 01/12/2023

  Thank you for making us aware of Mr. ********'s complaint, and for giving us an opportunity to respond. 

   

  Mr. ********'s limited warranty agreement with us provides coverage for specific transmission components. Each of these components is clearly outlined in the section of his contract describing that coverage. The repair estimate for his recent vehicle breakdown showed that the components which had failed were among those we do not provide coverage for. Specifically, Mr. ********'s gear shifter and transmission wiring harness are not covered. I have attached a copy of Mr. ********'s warranty agreement for your convenience. 

  While we are sorry we were not able to provide Mr. ******** coverage for this particular repair, we look forward to being of more service should he have another future repair that is covered by his warranty. 

  Thanks again for providing us with the opportunity to respond, 

  Brian ********

  Chief Operating Officer

  Customer Answer

  Date: 01/12/2023

   I am rejecting this response because:
  
  Gear shifter is automatic transmissions is similar to gears in manuals.  This is what the customer representative on 1/3/23 told me.  Also I know you have that recorded since this was said prior talking to customer representative when I called. This has to be rectified or I will escalate the matter where we both spend more than the actual warranty is worth   Do you really want to do that? 

   

   

  

  Business Response

  Date: 01/18/2023

  I have reviewed the recording of the actual phone conversation on January 3rd, 2023, with Mr. ******** and the customer service representative.  In the recording, Mr. ******** specifically stated that he was broken down and asked if the gear selector was covered under his warranty. The customer service representative reviewed his warranty contract and answered his question that a gear selector was not covered. At no time in the conversation with the customer service representative was Mr. ******** told this was covered under his warranty, or that the “gear shifter in an automatic transmission is similar to gears in a manual transmission.” We again are sorry we were unable to provide Mr. ******** coverage for this specific repair. 
  

  Thanks again for providing us with the opportunity to respond. 
  
  Brandy ****
  Vice President, Claims