CNA National Warranty Corporation

Throughout several of its advertising campaigns, CNA National indicates it has been A+ accredited or it’s ranked #1 for this or that. Those accolades may be true. Nonetheless, let me share my experience with you and I suggest you read some of the experiences of others on yelp, google and Facebook. I can assure you it is well worth your time – and more importantly – your money!
A water pipe, also known as an engine coolant outlet flange, broke and the engine quickly overheated. This transpired in a matter of a few short minutes. I pulled over to a gas station and had the car towed to an accredited shop for diagnosis and repair. They confirmed that because the pipe broke, the engine was severely damaged. The short of it is it costs approximately $15k to repair. CNA is stating that because the root cause was a water pipe breaking, they are not obligated to pay for the repair. Mind you, their contract stipulates uncovered parts by name. Tubes and hoses are part of this laundry list of things. Neither pipes nor engine coolant outlet flanges are explicitly referenced as part of this list. Succinctly put, they are redefining their excluded parts, as claims arise. Thereby, attempting to mitigate their exposure to honor claims. I implore you all – take notice of this, read the negative reports. Don’t put yourself in the unfortunate position of thinking you’re covered until you find out you’ve been swindled. CNA will quickly reference their years of quality service and industry accolades but understand this, evidently their 2021 approach to doing business is far different from what it was in the past. #RUNAWAYFROMCNA

As stated in the previous response from CNAN dated Sept11, 2014, there was a data entry error when completing the VSC ( [redacted] ) at the dealership levelThe terms were never changed or altered from what was previously identified in the VSC when Ms [redacted] purchased it Under Section 12, Contract Changes, the VSC states "If any of the information provided in Part I is omitted or does not conform to the program guidelines, OUR ADMINISTRATOR may correct YOUR contract as necessary and in the course of business send to YOU at your address of record by first-class mail an endorsement with the necessary changes." CNAN sent an endorsement correcting the error in regard to the expiration of mileage to Ms [redacted] on December 7th The copy of the endorsement was previously sent with CNAN's response dated September 11, Should you have any questions or concerns, please do not hesitate to contact me at (***) ***- [redacted] Ext*** Sincerely, [redacted]

Mr [redacted] has expressed dissatisfaction with CNA National Warranty Corporation’s (“CNAN”) handling of his claim and rental car reimbursement amountsAs always, CNAN is dedicated to customer satisfaction and welcomes any opportunity to address his concerns regarding this matterUpon our review of the request for the additional $60.00, our claims department will contact Mr [redacted] and forward the requested sumShould you have any further questions or concerns, please do not hesitate to contact our Claims Department at ###-###-####Sincerely, [redacted] Compliance Analyst

Thank you for the opportunity to reply to the above referenced complaintCNA National Warranty Corporation ("CNAN"), as the Administrator of the [redacted] Service Contract (Contract No [redacted] ), received your additional correspondence on July 31, This letter discusses the status of [redacted] 's claim with CNANPlease note that CNAN's Claims Department authorized Reynold's Ford to complete the engine replacement associated with the claim Should you have any questions or concerns, please do not hesitate to contact us at (***)***-*** Sincerely, [redacted] Compliance Analyst

Thank you for the opportunity to reply to the above-referenced complaint [redacted] has expressed dissatisfaction with CNA National Warranty Corporation’s (“CNAN”) handling of her vehicle service contractCNAN is the administrator of the vehicle service contract and recounts the information below in regard to Ms [redacted] vehicle service contract When Ms [redacted] purchased the X Series Vehicle Service Contract ( [redacted] ) (hereafter “VSC”), the selling dealership, [redacted] , input the incorrect Expiration Mileage number on the VSCWhen CNAN was remitted a copy of the VSC, CNAN corrected the error and sent Ms [redacted] an endorsement notifying Ms [redacted] of the correction Under Section 12, Contract Term, the VSC states: “The time and mileage of Part I determines YOUR contract termCoverages for NEW and NEAR-NEW VEHICLES begins on the CONTRACT SALE DATE and at zero (0) milesThe time YOU have selected is added to the CONTRACT SALE DATE.” A new/near new vehicle is defined under Section as “[A]ny eligible VEHICLE that, at the CONTRACT SALE DATE and CONTRACT SALE MILEAGE, has the FULL FACTORY WARRANTY and manufacturer’s extended warranty in force - including manufacturer’s extended warranties that must be properly transferred – and fits the following criteria: Vehicle Type Minimum Full Factory Warranty Domestic/Asian Years/36,Miles European years/24,Miles Ms [redacted] purchased a domestic vehicle that had the full factory warranty in force, a [redacted] with 30,miles, qualifying the vehicle as a Near-New VehicleBecause Ms [redacted] vehicle was a Near-New Vehicle, the Expiration Date of the VSC was years from the Contract Sale Date, or at 85,miles whichever occurs first Lastly, under Section 12, Contract Changes, the VSC states “If any of the information provided in Part I is omitted or does not conform to the program guidelines, OUR ADMINISTRATOR may correct YOUR contract as necessary and in the course of business send to YOU at your address of record by first-class mail an endorsement with the necessary changes” CNAN sent an endorsement correcting the error in regard to the expiration of mileage to Ms [redacted] on December 7th A copy of the endorsement is included as a separate attachment to this response Should you have any questions or concerns, please do not hesitate to contact me at (***) ***- [redacted] Ext*** Sincerely, [redacted]

Thank you for the opportunity to respond to Mr [redacted] ’s additional concerns In addition to the reasons stated in the previous response by CNA National Warranty Corporation (“CNAN”) dated September 26, 2014, CNAN is unable to create an exception to the Limit of Liability as Mr [redacted] requests for the reasons stated below First, Mr [redacted] states that the vehicle service contract (ZCA- [redacted] ) (“VSC”) does not mention the dollar limitationHowever, the VSC states under Section 13, Limit of Liability: “The limit of OUR liability for any repair visit is the fair market value of YOUR VEHICLE immediately prior to the BREAKDOWNThe total amount WE will pay for all claims throughout the contract term shall not exceed the purchase price of YOUR VEHICLE as shown on Page 1.” (emphasis added) Secondly, Mr [redacted] states that the limit of liability is contradictory to terms of the VSC that indicate the expiration by mileage or timeHowever, the Limit of Liability of the VSC is not contradictory to other terms of the contract because it sets the limitation on the total dollar amount of covered claims permitted under the VSC Thirdly, Mr [redacted] states that “ [redacted] materially misrepresented the terms of the contract.” However, directly above Mr [redacted] ’s signature the VSC states: “By signing below, YOU acknowledge that YOU have read and accept the provisions of the contract as a complete statement of YOUR coverage and rights and that YOU are not relying on any writings other than this contract nor any other representations or promises.” (emphasis added) Lastly, without Mr [redacted] specifically identifying what marketing and sales support materials Mr [redacted] contends that CNAN “produced or caused to be produced,” CNAN cannot accurately point out where the disclosures are in relation to the terms of the VSC Again, CNAN apologizes that Mr [redacted] is not satisfied with the outcome of the claim, but asserts that all obligations under the VSC were handled according to its termsShould you or Mr [redacted] have any questions or concerns, please do not hesitate to contact me at (***) ***- [redacted] ext*** Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Good morning, I did not want my case closed I sent a copy of my warranty as requested so that you could contact CNA again When the contract was sold to me the mileage and time frame for the warranty discussed with the seller were the one shown on the contract The program pamphlet was given to me in an envelope and we did not go over its terms I don't think that any business should have the right to change the terms of a contract after it is in effect without written consent from the purchaser If the contract terms were not agreeable to CNA they should have refused payment until a new agreement was in place Or they should had issued me a partial reimbursement due to the coverage being reduced Please reopen my case and follow up with CNA Thanks Regards, [redacted] ***

CNA National Warranty Corporation (“CNAN”) has received the complaint from *** [redacted] . Ms. [redacted] expressed her dissatisfaction in the outcome of a claim made... under her motor vehicle service contract ( [redacted] ) (hereafter “VSC”). The claim made by Ms. [redacted] was denied for the reasons stated hereafter. A claim was initiated with CNAN on September 26, 2014. Ms. [redacted] ’ vehicle was experiencing a problem with seat heaters not working properly. Campbell Ford inspected the seats and determined the problem was with the upholstery surrounding the seat heater, and not the actual seat heater itself. CNAN stated to Ms. [redacted] that the VSC does not cover repairs or replacements to upholstery. In particular the VSC, under Section 6, Non-Covered Parts, lists “upholstery” as a non-covered part of a vehicle. Because the defects that Ms. [redacted] was experiencing were not covered under the VSC, CNAN respectfully denied the claim. If Ms. [redacted] has any more questions or concerns, Ms. [redacted] can contact CNAN anytime at [redacted] .

Thank you for the opportunity to reply to the above-referenced complaintMs.*** purchased a Ford Fusion SE (the "Vehicle") and the Factory Wrap Plus Care Vehicle Service Contract (Contract No***) (the "Contract") from *** *** ***., (the "Dealer") on March 28, Ms
*** has expressed dissatisfaction CNA Nationa l Warranty Corporation's ("CNAN") disposition of her claim.On August 8, 2014, CNAN was notified by a repair technician at the Dealer that the Vehicle's thrott le body had failed During this call, the repair technician informed CNAN that the throttle body was covered by Ford Motor Company via the attached Customer Satisfaction Program 13Nand that the vehicle should be repaired at a Ford dealership Per the complaint, the Dealer charged Ms*** an $diagnostics fee However, since the throttle body is a covered component under the above referenced Contract, CNAN will authorize payment for the diagnostics chargePlease fax the invoice from the repair facility that includes the diagnostics charge to CNAN Claims Department,Attn : Marty B. -Ext346, at ###-###-#### .Should you have any questions or concerns, please do not hesitate to contact our Claims Department at ###-###-#### or the Compliance Department at ###-###-####

Re: Complaint #***
Dear Dispute Resolution Consultant:
Thank you for the opportunity to reply to the above-referenced complaint.
CNA National Warranty Corporation (“CNAN”), as the administrator, has received *** ***’s letter expressing his dissatisfaction
with the outcome of a claim made under the vehicle service contract (ZCA-***) (hereafter “VSC”).
The VSC states, under Section 13, Limit of Liability:
“The limit of OUR liability for any repair visit is the fair market value of YOUR VEHICLE immediately prior to the BREAKDOWNThe total amount WE will pay for all claims throughout the contract term shall not exceed the purchase price of YOUR VEHICLE as shown on Page 1.” (emphasis added)
Prior to the most recent claim, Mr*** made two claims that were authorized, that totaled $1,787.26, leaving $2,remaining before reaching the Limit of Liability under the VSC.
Mr*** recently made a third claim under the VSC where the costs exceeded the Limit of Liability remaining under the VSCCNAN authorized the remaining amount allowable under the VSC, to be applied to coverable repairs, that totaled $2,By reaching this Limit of Liability, Mr***’s VSC has been afforded the maximum amount of coverage under the terms of the VSC.
CNAN apologizes that Mr*** is not satisfied with the outcome of his claim, but CNAN asserts that all obligations under the terms of the VSC were performed to the highest of standardsShould you have any questions or concerns please do not hesitate to contact me at (***) ***-*** ext***.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
THEY MAY HAVE AUTHORIZED REPAIR, BUT THEY DID NOT SPECIFY IF IT WILL BE THE ENGINE REPLACMENT AS [redacted] HAS SPCIFIED. IF IT IS NOT REPLACEMENT, THEN I WOULD LIKE AQCOMPLETE EXPLANATION OF WHY NOT. THANK YOU.
Regards,
[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s additional concerns.
In addition to the reasons stated in the previous response by CNA National Warranty Corporation (“CNAN”) dated September 26, 2014, CNAN is unable to create an exception to the Limit of Liability as Mr. [redacted] requests for the reasons stated below.
First, Mr. [redacted] states that the vehicle service contract (ZCA-[redacted]) (“VSC”) does not mention the dollar limitation. However, the VSC states under Section 13, Limit of Liability:
“The limit of OUR liability for any repair visit is the fair market value of YOUR VEHICLE immediately prior to the BREAKDOWN. The total amount WE will pay for all claims throughout the contract term shall not exceed the purchase price of YOUR VEHICLE as shown on Page 1.” (emphasis added)
Secondly, Mr. [redacted] states that the limit of liability is contradictory to terms of the VSC that indicate the expiration by mileage or time. However, the Limit of Liability of the VSC is not contradictory to other terms of the contract because it sets the limitation on the total dollar amount of covered claims permitted under the VSC.
Thirdly, Mr. [redacted] states that “[redacted] materially misrepresented the terms of the contract.” However, directly above Mr. [redacted]’s signature the VSC states:
“By signing below, YOU acknowledge that YOU have read and accept the provisions of the contract as a complete statement of YOUR coverage and rights and that YOU are not relying on any writings other than this contract nor any other representations or promises.” (emphasis added)
Lastly, without Mr. [redacted] specifically identifying what marketing and sales support materials Mr. [redacted] contends that CNAN “produced or caused to be produced,” CNAN cannot accurately point out where the disclosures are in relation to the terms of the VSC.
Again, CNAN apologizes that Mr. [redacted] is not satisfied with the outcome of the claim, but asserts that all obligations under the VSC were handled according to its terms. Should you or Mr. [redacted] have any questions or concerns, please do not hesitate to contact me at ([redacted]) [redacted] ext. [redacted].
Sincerely,
[redacted]

Mr. [redacted] has expressed dissatisfaction with CNA National Warranty Corporation’s (“CNAN”) handling of his claim and rental car reimbursement amounts. As always, CNAN is dedicated to customer satisfaction and welcomes any opportunity to address his concerns regarding this matter. Upon our...

review of the request for the additional $60.00, our claims department will contact Mr. [redacted] and forward the requested sum. Should you have any further questions or concerns, please do not hesitate to contact our Claims Department at ###-###-####. Sincerely, [redacted] Compliance Analyst

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I do not dispute the existence of the contract term limiting liability. I do, however, contend that the company and its sales agent, [redacted] of [redacted], materially misrepresented the terms of the contract,  to wit:
[redacted], as authorized sales agent for CNA National Warranty Inc. made representations that the contract was limited: (1) to the covered items listed in the marketing material; (2) to the duration of the contract as measured by (a) elapsed time, in this case 36 months; and (b) elapsed mileage, in this case 30,000  miles. No mention was made of a dollar limitation on the contract.
The first page of the contract is where the signatures are located. Within  1 1/2 inches above where the signatures are placed, the contract specifically states "Expiration of coverage is determined by the Expiration Date or Expiration Mileage shown above, whichever occurs first." No mention of a dollar limitation on the contract occurs until the very final page.
The marketing and sales support materials which CNA National Warranty Inc. produced or caused to be produced on its behalf and distributed to its authorized sales agents, of which [redacted] of [redacted] is included, either (a) makes no mention of the dollar limitation or (b) any such mention if  included is not conspicuous enough to prevent misleading consumers.
CNA National Warranty Inc. has attempted to disclaim statements made by [redacted] of [redacted] by suggesting that the dealership is not actually an agent working on behalf of CNA National Warranty. This is disingenuous as the contract is signed by the Dealership Salesperson, which clearly indicates that CNA National Warranty Inc has authorized [redacted] of [redacted] to act as its agent and bind CNA National Warranty under contract.
 
I further contend that because the language of the contract is internally inconsistent and self-contradictory, established rules of contract interpretation should apply. When a contract term conflicts with other contract terms, in deciding which term should govern, the term least favorable to the NON-DRAFTING PARTY is striken.  Thus, the attempted limitation of liability on behalf of CNA National Warranty Inc. should be  removed.
 
Lastly, I contend that under the totality of the circumstances, the contract drafted by CNA National Warranty Inc. is procedurally unconsciounable, due in no small part to CNA National Warranty's decision to place the language attempting to limit its dollar liability physically removed from the signature area and purposefully omitted conspicuous language alerting consumers to the existence of a dollar cap on their liability from the statement located above the signature line by which the Company purports to notify consumers of the manner in which the contract may expire. Regarding this notice, the Company has chosen language which presents to consumers an exclusive list of two ways in which the contract may expire. 
Regards,
[redacted]

As stated in the previous response from CNAN dated Sept. 11, 2014, there was a data entry error when completing the VSC ([redacted]) at the dealership level. The terms were never changed or altered from what was previously identified in the VSC when Ms. [redacted] purchased it. 
Under Section 12, Contract Changes, the VSC states "If any of the information provided in Part I is omitted or does not conform to the program guidelines, OUR ADMINISTRATOR may correct YOUR contract as necessary and in the course of business send to YOU at your address of record by first-class mail an endorsement with the necessary changes."
CNAN sent an endorsement correcting the error in regard to the expiration of mileage to Ms. [redacted] on December 7th 2009. The copy of the endorsement was previously sent with CNAN's response dated September 11, 2014.
Should you have any questions or concerns, please do not hesitate to contact me at ([redacted]) [redacted] Ext. [redacted].
Sincerely,
[redacted]

Thank you for the opportunity to reply to the above referenced complaint. CNA National Warranty Corporation ("CNAN"), as the Administrator of the [redacted] Service Contract (Contract No. [redacted]), received your letter on July 21, 2014. This letter discusses the status of [redacted]'s...

pending claim with CNAN. Please note that upon our careful review, CNAN's Claims Department contacted [redacted] earlier today and authorized the engine repair associated with the pending claim.
Should you have any questions or concerns, please do not hesitate to contact us at ([redacted])[redacted]-[redacted].

CNA  National  Warranty  Corporation-Florida  (“CNAN”)  has  received  the  letter  from  Mr.  Craig Balius. Mr. [redacted] expressed his dissatisfaction in the outcome of a claim made under his motor vehicle service  contract...

 (IZF-18684838)  (hereafter  “VSC”).  The  claim made by Mr. [redacted] was denied for the reasons stated hereafter.   A claim was initiated with CNAN on September 24, 2014. Mr. Balius’ Jeep was experiencing a problem with water leaking through the door panels and/or the doors insulation. CNAN stated to Mr. [redacted] that the VSC does not cover any corrections of water or air leaks, including any problems with body panels or its insulation.  In particular the VSC, under Section 6, Non-Covered Services, identifies “corrections of air and water leaks” as being non-covered services. Additionally, under Section 6, Non-Covered Parts, the VSC lists “body panels” and “insulation” as non-covered parts of a vehicle.   Because the defects that Mr. [redacted] was experiencing were not covered under the VSC, CNAN respectfully denied the claim.   If Mr. [redacted] has any more questions or concerns, Mr. [redacted] can contact CNAN anytime at[redacted].   Sincerely, [redacted]

Thank you for the opportunity to reply to the  above  referenced complaint. CNA National Warranty Corporation ("CNAN"), as the Administrator of the [redacted] Service Contract (Contract No. [redacted]), received your additional correspondence on July 31, 2014. This letter discusses the status of [redacted]'s claim with CNAN. Please note that CNAN's Claims Department authorized Reynold's Ford to complete the engine replacement associated with the claim.
Should you have any questions or concerns, please do not hesitate to contact us at ([redacted].
 
Sincerely,
[redacted]
Compliance Analyst

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Good morning,
 
I did not want my case closed.  I sent a copy of my warranty as requested so that you could contact CNA again.  When the contract was sold to me the mileage and time frame for the warranty discussed with the seller were the one shown on the contract.  The program pamphlet was given to me in an envelope and we did not go over its terms.  I don't think that any business should have the right to change the terms of a contract after it is in effect without written consent from the purchaser.  If the contract terms were not agreeable to CNA they should have refused payment until a new agreement was in place.  Or they should had issued me a partial reimbursement due to the coverage being reduced.  Please reopen my case and follow up with CNA.  Thanks.
Regards,
[redacted]

Thank you for the opportunity to reply to the above-referenced complaint.
[redacted] has expressed dissatisfaction with CNA National Warranty Corporation’s (“CNAN”) handling of her vehicle service contract. CNAN is the administrator of the vehicle service contract and recounts the...

information below in regard to Ms. [redacted] vehicle service contract.
When Ms. [redacted] purchased the X Series Vehicle Service Contract ([redacted]) (hereafter “VSC”), the selling dealership, [redacted], input the incorrect Expiration Mileage number on the VSC. When CNAN was remitted a copy of the VSC, CNAN corrected the error and sent Ms. [redacted] an endorsement notifying Ms. [redacted] of the correction.
Under Section 12, Contract Term, the VSC states: “The time  and mileage of Part I determines YOUR contract term. Coverages for NEW and NEAR-NEW VEHICLES begins on the CONTRACT SALE DATE and at zero (0) miles. The time YOU have selected is added to the CONTRACT SALE DATE.” A new/near new vehicle is defined under Section 11 as “[A]ny eligible VEHICLE  that, at the CONTRACT SALE DATE and CONTRACT SALE MILEAGE, has the FULL FACTORY WARRANTY and manufacturer’s extended warranty in force - including manufacturer’s extended warranties that must be properly transferred – and fits the following criteria:
Vehicle Type Minimum Full Factory Warranty
Domestic/Asian 3 Years/36,000 Miles European 2 years/24,000 Miles
Ms. [redacted] purchased a domestic vehicle that had the full factory warranty in force, a 2007 [redacted] with 30,926 miles, qualifying the vehicle as a Near-New Vehicle. Because Ms. [redacted] vehicle was a Near-New Vehicle, the Expiration Date of the VSC was 5 years from the Contract Sale Date, or at 85,000 miles whichever occurs first.
Lastly, under Section 12, Contract Changes, the VSC states “If any of the information provided in Part I is  omitted or does not conform to the  program guidelines, OUR ADMINISTRATOR may correct YOUR contract as necessary and in the course of business send to YOU at your address of record by first-class mail an endorsement with the necessary changes”
CNAN sent an endorsement correcting the error in regard to the expiration of mileage to Ms. [redacted] on December 7th 2009. A copy of the endorsement is included as a separate attachment to this response.
Should you have any questions or concerns, please do not hesitate to contact me at ([redacted]) [redacted] Ext. [redacted].
Sincerely,
[redacted]