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:11/27/2024

  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.

  We purchased an extended warranty from Americas Trucking Warranty back in July 2024. It was our first time buying this type of warranty. Since this was a used vehicle, which they knew, we decided it would be the best thing to do. I September our vehicle broke down and found ourselves having to use this warranty. It turns out they denied our claim because someone else had already worked on the vehicle prior to us owning it and according to their expert, the work had not been performed correctly. My question is, how exactly am I supposed to know who has worked on the vehicle and if they did a good job when this is a used vehicle. Now, if this is a determining factor, shouldnt the warranty company require a vehicle to be inspected before selling the policy? To make sure it in a condition acceptable to them before they insure it? They are more than happy to take your money before checking the vehicle. Now that we submit a claim and they come back with this. The solution I see here is refund my money in full or repair my vehicle.

  

  Business Response

  Date: 12/10/2024

  Dear Better Business Bureau,

  We appreciate the opportunity to address Mr. *********** concerns regarding the denied claim under his policy with Americas Trucking Warranty. After a thorough review of the claim, the vehicle diagnosis, and the terms of the agreement, we would like to provide the following explanation:

  Claim Background and Denial ****************************** submitted a claim in September 2024 for a breakdown involving the vehicles internal engine and diesel particulate filter (***). Following an inspection by a certified technician, the following key findings were reported:
  The left cylinder head appeared to have been recently repaired. Clean and manipulated studs were observed.

  Diagnostic trouble codes P268E-02 and P2690-00 were identified, indicating injector calibration issues with cylinders 3 and 5. These codes typically result from improper injector calibration, a required procedure for GM engines when injectors are replaced.

  The technician noted that improper calibration likely caused overfueling, which led to plugging of the *** and potential damage to internal engine components.
  Per the policy terms, Section **************************************************************************** negligent repairs. The technician's findings clearly pointed to improper injector calibration from a prior repair as the root cause of this failure. Because the policy does not cover breakdowns related to pre-existing conditions or substandard prior repairs, the claim was denied in accordance with the policy.Regarding the Vehicles Pre-Existing Condition

  The policy agreement, which Mr. ********* accepted at the time of purchase,does not include provisions for a mandatory pre-coverage vehicle inspection.Customers are encouraged to ensure their vehicle is in sound mechanical condition before purchasing a warranty. While we understand the challenges involved with purchasing a used vehicle, the terms of the policy are clear in excluding breakdowns caused by prior issues.Response to Proposed ************************************** requested a full refund of his policy or that we cover the cost of repairs. Unfortunately, a refund is not possible as the policy was valid and in force during this period, and the claim was processed per its terms.Additionally, the repair in question falls outside the scope of coverage due to the exclusions mentioned above.

  Conclusion

   We empathize with Mr. ********** frustration regarding his vehicles breakdown and the circumstances of this claim. However, our responsibility is to adhere to the terms of the agreement to ensure fairness and consistency for all policyholders. We encourage Mr. ********* to contact the sales/repair facility responsible for the prior work to address the underlying calibration issues.

  We remain available to answer any additional questions or provide further clarity regarding this matter.
  

  Sincerely,
  

  **** *****
  Americas Trucking Warranty
  Customer Relations Team

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22613207
  
  I am rejecting this response because: The response currently being received via this claim is the exact response received when I dealt directly with them. I understand their response perfectly. The vehicle was previously repaired or someone attempted to repair it improperly. Fine, now if you sell extended warranties for used vehicles and part of the requirements in order to be covered is for the vehicle to be in impeccable working conditions, you should require a pre inspection of the vehicle to guarantee the vehicle is even eligible to be covered. People buy these extended warranties in case things like this happen. We purchased a used vehicle, we have no history of the previous work which is why we called the extended warranty company in the first place. Now obviously at this point you were more than happy to take my money without looking at the vehicle. Now that you know your product shouldnt have been sold to me in the first place. Please give me my money back so I can fix my vehicle. 
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 12/17/2024

  Dear Mr. ********************** you for your response and for sharing your concerns. We completely understand how frustrating this situation is, and we truly hate that youre facing these challenges. However, its important to clarify the limitations of extended warranty coverage and the circumstances under which it applies.

  Extended warranties, including Americas RV Warranty, are designed to provide protection against mechanical failures that occur during the term of the warranty. As outlined in the terms and conditions provided at the time of purchase, this coverage does not extend to:

  Pre-existing conditions or damage present before the start of the warranty.

  Improper or incomplete prior repairs, regardless of whether the issue was known to you or discovered later.

  While we empathize with your situation, the fact remains that the warranty cannot cover repairs resulting from pre-existing issues or improper maintenance by previous owners. As much as we would like to assist, the responsibility for addressing these problems lies with the owner of the vehicle and not the warranty provider.

  In terms of pre-inspections, while some may argue that requiring them would help avoid situations like this, pre-inspections are not standard practice in the extended warranty industry. They would significantly increase costs for customers, making ********************** coverage less accessible. Instead, warranties are structured to protect against unexpected breakdowns during the policy term, with clear exclusions for issues present before coverage began.

  We recommend reaching out to the dealer or seller of the vehicle to discuss why these conditions were not disclosed at the time of purchase. These issues should have been identified and disclosed by the seller as part of their obligation to you as the buyer.

  If you have any additional questions or need further clarification regarding your policy, we are happy to assist.

   

  Terms of Service

  19.Pre-existing Condition: A condition which existed prior to the purchase of this Service Contract. This plan does not cover pre-existing conditions (conditions that arise prior to the Contract Effective Date).

   

  Sincerely,

  *.*****

  ARV Service 

  
  

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22613207
  
  I am rejecting this response because: Pre inspection increasing the price is irrelevant. Pre inspection is only relevant because you have in your policies that preexisting conditions exclude the vehicle. Excluding preexisting conditions is the dumbest excuse. To make things even worst. On November 19 your supervisor ******* asked me to send in an email in order to cancel the policy since this policy is worthless. I sent the email and yet have been charged for two more months after I requested the cancellation. Not only are you dishonest, you are also thieves that will continue taking peoples money even after you admit the policy is worthless to me. Will you return the two last payments you took? 
  
  Sincerely,
  
  ***** *********