CNA National Warranty Corporation

Re:         Complaint #[redacted] – [redacted]

Dear Ms. [redacted]:

Thank you for the opportunity to reply to the above-referenced complaint.

In the complaint, Ms. [redacted] expresses dissatisfaction with CNA National Warranty Corporation’s (hereafter “CNAN”) administration of her claim under the MaxCare Service Contract, (hereafter “Contract”)  and  seeks  additional  compensation  for  the  replacement  of  her  engine.  CNAN’s  prior response was with the understanding that Ms. [redacted]’s claim had been processed completely. To date, CNAN has processed and authorized payments for four different claims stemming from August 2013 through December 2013, for a total of $9,024.77.

The first claim on August 22, 2013 was made by Ms. Rugel for oil cooler lines, a water pump, left outer tie rod and alignment. With this claim, [redacted] first reported problematic conditions to the engine by noting that there was an oil-coolant intermix. However, [redacted] refused to teardown the engine and expose the causation and extent of the damage to the engine, stating the “engine was not running rough or making noise at this time.” CNAN authorized payment for the repairs in the amount of $2,161.16 and Ms. [redacted] paid the deductible. 

The second claim on October 10, 2013, was made by Ms. Rugel for a radiator fan motor that had failed. CNAN authorized the payment for the amount of $500.84 and Ms. [redacted] paid the deductible.

The third claim on October 29, 2013, resulted in authorized repairs for both camshaft phasers, a timing chain and right side timing chain tensioners plus all the rental costs. CNAN authorized payment of

$2,392.57 and Ms. [redacted] paid the deductible.

The final claim made on November 21, 2013, resulted in CNAN authorizing and paying for a replacement engine, for Ms. [redacted]’s vehicle, that was shipped to [redacted] for the cost of $2,299. In addition, CNAN authorized an additional $1,671.20 for the labor associated with the replacement of the engine and $600 towards the rental car associated with the claim. CNAN did not charge Ms. [redacted] a deductible for this claim.

The final invoice by [redacted] was for $3,630.70 which [redacted] reduced by

$1,066.92 due to incomplete repairs and labor costs under the third claim listed above. As stated, CNAN

contributed $1,671.20 for the labor associated with replacing the engine. After all costs and reductions on the invoice by [redacted], the remaining due to [redacted] was $902.00.

CNAN has spoken to [redacted] Ford [redacted] seeking [redacted] Ford [redacted] to reduce the final $902 because of [redacted] Hall [redacted]’s failure to inspect and teardown the engine with the first indication of the oil- coolant intermix. Due to [redacted]’s refusal to tear down and inspect Ms. [redacted]’s engine, along with the incomplete repairs completed by [redacted], Ms. [redacted] and CNAN incurred additional expenses that otherwise could have been avoided. Any additional concerns with the amount Ms. Rugel is being asked to pay on the invoice from [redacted] should be addressed with [redacted]. 

CNAN regrets that Ms. [redacted] is dissatisfied with the outcome, but CNAN asserts that all obligations and procedures were followed to the highest of standards. Should there be additional concerns please contact me at ([redacted] ext. [redacted]

Sincerely,

[redacted], Esq.

Thank you for the opportunity to reply to the above-referenced complaint.  As requested, please find a copy of the contract for your review.

Should you have any further questions or concerns, please do not hesitate to contact our Claims Department at ([redacted]. 

 

Sincerely, 

Compliance Analyst

We received [redacted]'s communication related to our response to the above  referenced complaint. [redacted] has expressed continued dissatisfaction with CNA National Warranty Corporation's ("CNAN") denial of his claim and subsequent response. CNAN is dedicated to providing prompt and exceptional customer service. CNAN resolves claims in accordance with the contract terms and provisions.As suc h, [redacted]'s radiator claim was denied because the failure was caused by using improper fluids in the radiator. The repair technician from [redacted] determined the Vehicle was overheating due to incorrect coolant being placed into the Vehicle which caused the clogged radiator on June 22, 2015 and CNAN was able to confirm this determination through a third party inspection obtained on June 24, 2015. CNAN denied the claim in accordance with the Vehicle Service Contract, Section 7, Non-Covered Conditions, Paragraph 10:"10. Any BREAKDOWN caused by sludge buildup, contaminants, foreign objects;   improper  amount  or type of fluids, lubricants,  coolants or  refrigerants;  or lack of required maintenance as set forth in Section 8, "Your Responsibilities for Service and Maintenance ."CNAN regrets that [redacted] is dissatisfied with his claim adjudication, but emphasizes that all procedures and contractual duties were performed to the highest standards.Please do not hesitate to contact our offices via telephone at [redacted] or via email at [redacted].
Sincerely,

Thank you for the opportunity to reply to the above-referenced complaint.[redacted] has expressed dissatisfaction with CNA National Warranty Corporation’s (“CNAN”) communication with her about a claim Ms. [redacted] initiated under her Z Series Vehicle Service Contract...

([redacted]) (“VSC”) on June 23, 2015. As of the date of this letter, Ms. [redacted] has never fully completed the steps required in order for CNAN to make a determination on the claim.Ms. [redacted] first contacted CNAN about a possible engine failure on June 23, 2015. Thereafter, Ms. [redacted] had the vehicle towed to a repair shop. On June 29, 2015, the repair shop indicated to CNAN that the failure may have been caused by a lack of maintenance on the vehicle. CNAN communicated with Ms. [redacted] and the repair shop about the need to have the engine exposed sufficient enough for an independent inspector to determine the cause of failure. On June 30, 2015, CNAN requested that Ms. [redacted] authorize the teardown of the engine in order for a third-party inspector to determine the cause of failure.Under “What to Do If Your Vehicle Breaks Down,” Paragraph three, the VSC states: “YOU must authorize any charges necessary to determine the cause of the failure. This includes necessary diagnostic and teardown charges. If the failure does not qualify as a BREAKDOWN under the terms of this contract, YOU must pay for all diagnostic, teardown and repair charges. If OUR ADMINISTRATOR wants to inspect YOUR VEHICLE, YOU must allow the inspection before any repairs are begun. OUR ADMINISTRATOR has no obligation to inspect YOUR VEHICLE or to certify its condition before or after covered repairs are completed.” [emphasis added] Ms. [redacted] never authorized the diagnostic and teardown necessary in order for an independent inspector to assess the cause of failure of the vehicle’s engine. As a result of Ms. Washington’s decision not to authorize the teardown, CNAN never fully received the information needed to determine whether the engine failure was a covered failure under the terms of the VSC.If Ms. [redacted] has any additional questions or concerns please do not hesitate to contact me directly at ###-###-####.Sincerely,[redacted], Esq.

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

Thank you for the opportunity to reply to the above-referenced complaint. In the complaint, Ms. [redacted] has requested more information about her cancellation of the GAP Waiver number [redacted]. 

Ms. [redacted]’s request to cancel the GAP Waiver was received on February 13, 2014 and...

subsequently processed. Our records indicate that the lienholder was credited with the cancellation amount of $450.00 by the dealership on April 11, 2014. 

Should you have any questions or concerns, please do not hesitate to contact me at [redacted]. 

Sincerely, 

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.The complaint response by CNA is all about their decision on what they were going to cover.  While I am in disagreement with their decision, my original complaint dealt with the horrible customer service provided by CNA.Their customer service reps were rude on the phone and refused to allow me to speak to a supervisor or to even give a supervisor a message to contact me.  It wasn't until I threatened this complaint that I was told they would give my message to a supervisor, but don't expect to receive a call.  Coincidently, a supervisor finally did contact us once this complaint was officially filed.  The response provided here by CNA supports their disconnect and ambivalence towards customer service: reciting "policy language" with no attempt to have a conversation or to listen to concerns.Furthermore, the dates listed in their response, as far as the authorized teardown of the vehicle and notification to CNA, are disputed by both me and the repair shop.  CNA's response is that they are right because they document all conversations and this is what they have listed.  However, by their own admittance, they do not have documentation of a phone call I made to them asking questions about this claim.  Also, they admit a delay in the inspection of the vehicle at the shop due to the inspector not receiving the email requesting the inspection.  Their response was that the email error was not in their control.  In addition, CNA will not provide me a written report or photos of the inspection for my future reference, claiming it is their "work product."  I feel like this would be important information for me to have in the future maintenance of MY vehicle.This is one of the worst customer service interactions I have ever experienced!Regards,[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]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

 

Yes, CNA has reversed there decission on my claim. They have made good on thier customer service failure. The [redacted]c mechanic and CNA had a conversation back in December but nobody failed to tell me about this inquiry or upsale me on this radiator leakage so yes I drove my truck once the work was done. I was not given a reciept explaining what was done to my truck once I picked it up. I WAS NOT EVEN CHARGED THE 100.00 LIKE I WAS SUPPOSE TO PAY EITHER. So I was completley in the dark on this leakage. But note: The issue was not the radiator like first called in , it was a crack in the themostat housing that caused this. I feel if it properly diaqnoised to begin with we would not even be were we are at now. Yes I know my warranty has expired now , but at the time of these issues I did have a warranty and I feel it should have been covered with out all this fusing!  CNA has made me happy and I even want to renew my contract with them if they offer me this option. I just feel I was lost in the mix between the dealership , CNA and Chevrolet dealership and everyone forgot about the customer and His concerns. CNA is a good company and I dont to leave a bad empression about them. I recently went back to the [redacted] dealership to pay my 100.00 and get them to redo there work because the Harmonic Balance was not put in right . The truck ate 3 new belts since it was installed and they stripped the bolts. I am Happy now and I hope I can reistablish a working relationship with CNA again in the future if they will have me....re new my contract. I want to Thank the [redacted] for thier assistance as well on this matter.

CNA Extended Warranties have saved me thousands and thousands of dollars on auto repairs. They are quick to respond, and never turn down a valid request for warranty work. I highly recommend them, as I have been a customer for over 10 years!

I have the original form that was filled out when I purchased the vehicle.  A woman named mellissa called and left a message last week and I returned her phone call.  She stated that she needed additional information and I provided everything that she asked for.  If I can have a fax number I will fax over the form for the gap insurance that I purchased and anything else needed to resolve this matter.

Re:         Complaint #[redacted]
 
Dear Dispute Resolution Consultant:
 
    Thank you for the opportunity to reply to the above-referenced complaint. Ana [redacted] has expressed dissatisfaction with CNA National Warranty Corporation’s (“CNAN”) determination of the claim made under the GAP Waiver ([redacted]).
 
    After receipt of the above-referenced complaint and review of the claims file, CNA National Warranty reached out directly to Ms. [redacted]. CNAN is providing Ms. [redacted] with an additional authorization of waiver on her loan in the requested amount of $344.58.   
    CNAN is committed to providing excellent customer service and we believe this addresses all Ms. [redacted]s concerns. If you have any additional questions please contact me at (480) 941-1626 or [redacted]
 
 
Sincerely,
 
 
Jessica H[redacted]
Compliance Attorney

Re: Complaint #[redacted] 

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 [redacted]’s letter expressing...

his dissatisfaction with the outcome of a claim made under the vehicle service contract (ZCA-[redacted]) (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 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) 

Prior to the most recent claim, Mr. [redacted] made two claims that were authorized, that totaled $1,787.26, leaving $2,583.74 remaining before reaching the Limit of Liability under the VSC. 

Mr. [redacted] recently made a third claim under the VSC where the costs exceeded the Limit of Liability remaining under the VSC. CNAN authorized the remaining amount allowable under the VSC, to be applied to coverable repairs, that totaled $2,583.74. By reaching this Limit of Liability, Mr. [redacted]’s VSC has been afforded the maximum amount of coverage under the terms of the VSC. 

CNAN apologizes that Mr. [redacted] 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 standards. Should you have any questions or concerns please do not hesitate to contact me at  ([redacted]) [redacted] ext. [redacted]. 

Sincerely, 

CNA  National  Warranty  Corporation  (“CNAN”)  has  received  the  complaint  from [redacted]  [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].

Please see attached response. Thank you.

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 would like to receive a copy of my contract. 

Regards,

Please see attached. Thank you.

Thank you for the opportunity to reply to the above-referenced complaint.

Ms. [redacted] has expressed dissatisfaction with CNA National Warranty Corporation’s (“CNAN”) disposition of her claim.  Specifically, Ms. [redacted] has stated that her vehicle experienced a failure...

and she was informed by the selling repair facility to purchase a service contract in anticipation of making a significant claim.  This statement is in direct contravention of our agreements with dealerships and repair facilities and we are actively pursuing a full investigation of the repair facility at this time.  An inspection report and analysis of the details surrounding this claim is taking place.  We kindly request additional time to liaise with the facility and will respond upon our conclusion shortly.

Should you have any questions or concerns, please do not hesitate to contact our offices at (###) ###-#### [redacted].  

Sincerely,

Compliance Department

Thank you for the opportunity to reply to the above-referenced complaint.

Ms. [redacted] has expressed her dissatisfaction with CNA National Warranty Corporation’s  (“CNAN”) handling of her claim. As always, CNAN welcomes any opportunity to address her concerns regarding this...

matter. 

Ms. [redacted], in her complaint, would like to be refunded a diagnostic charge of $68.86. She feels this should be refunded because, although her contract has expired, she did not know this fact and she would not have taken her vehicle in for a diagnosis if she knew the contract had expired. She has stated that upon calling our offices we allegedly informed her that she should take it in for a diagnosis. Upon reviewing the call wherein Ms. [redacted] spoke with our offices, it was recorded that Ms. [redacted] stated she was currently at her repair facility. Ms. [redacted] asked if we covered rental vehicles during the call and our claims department stated yes if a covered repair was required. The claims department then requested that the repair facility call our offices regarding the vehicle. The repair facility subsequently called our offices with the information, including the odometer reading, which evidenced the expiration of the service contract.

CNAN regrets that Ms. [redacted] is dissatisfied but asserts that all procedures and contractual duties were performed to the highest standards. Should you have any further questions or concerns, please do not hesitate to contact our Claims Department at ([redacted]. 

Sincerely, 

Compliance Analyst

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,

Compliance Analyst