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:08/03/2023

  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 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

  Date: 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

  Date:06/08/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:10/24/2022

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:10/18/2022

  Type:Customer Service 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 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

  Date: 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

  Date:10/12/2022

  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.

  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

  Date: 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.