CNA National Warranty Corporation

I purchased a car from [redacted] 8months ago and my car us currently in a transmission repair shop.I also purchased a extended warranty from CNA between them and the repair shop I am getting the run around about a rental car. I am now paying out of pocket for a rental for six days because CNA has to wait for a diagnostic to be done. Now I have to keep paying for a rental car until they hear back from the repair shop. This is my only vehicle and I cant afford to continue paying for a rental out of pocket...between [redacted]..CNA..and [redacted] I am getting a bum deal

I met a representive of CNA at a most opertune time. My motorcycle had its engine to expire. And it happen when the Rep. was at the dealer for Bike Week in Daytona Beach, Fl.

There was very little time spent trying to get approval for repairs and the Rep. made it as painless as possible.

It took a week for the repairs to be finished, but that wasn't because of CNA. I was skepitial on buying the Extended Warranty at first but, I have been more that satisfied with there service and there Special Employee. Thank You for Your Service. Eddie

Review: Contract [redacted]

On 12/22/2014 I brought my car to [redacted] to be serviced. I was told the IPDM needed to be replaced, the replaced next day and parts and repair were covered by CNA warranty. The vehicle still would not start and the dealership said the ECM was blown and my extended warranty was giving a hard time about coverage. CNA sent out an independent adjuster and per CNA the claim is denied because [redacted]s tech agreed it was the ECM that caused failure. I got into a debate with [redacted] they said that conversation never happened and that CNA was lying to me. After 32 calls to CNA warranty and 20 cals to [redacted] and Calls to [redacted] it was determined that nobody was going to pay for the repair because they were both blaming each other. I filed a complaint against [redacted] with the Revdex.com Auto line because I really believed that [redacted] was lying to me because CNA was always so helpful. Nissan called me back within 24 hours and have agreed to pay for 50% of the repair. They said that both parties said that it was most likely to IPDM but out of good will they are going to reimburse me 50%. I had to have my vehicle towed off of [redacted]s property because the Service Manager was so fed up with me and the amount of time he spent on the phone with me with my extended warranty company so I had my car towed to [redacted] Nissan for the repair. [redacted] Nissan said they can not tell what went first the ECM or the IPDM but because there was burnt wires and damage on the IPDM they would have to say that the cause was the IPDM and not the ECM. That makes two Nissan dealerships that stated the cause of the failure was the IPDm and if that was the case then my extended warranty should be responsible. I called my CNA for the 33rd time to explain the situation and they told me to have [redacted] call them. I am honestly am scared to have [redacted] get involved as they have been so gracious to take my car to be fixed while I was sending it to them a mess. They have already taken a call from [redacted] at [redacted]oration and talked to her. Also after all this I found out that [redacted] installed something for a rouge instead of a pathfinder so then they took a call from them. I have been without a vehicle for 16 days and just really want my car fixed at this point and do not want to upset anyone else at [redacted]. I honestly do not even know why I have had to call so many times to get this resolved. Each dealership said its hard to tell what caused what even my service center where I purchased the vehicle said it is hard to prove what happened first even CNA said this to me on one of my original calls. If it is so hard to prove and nobody can prove what caused what it seems only fair that the cost be split between Nissan and CNA it does not seem fair that I have coverage on this part by both warrantys but the cause it what makes one or the other responsible and if the cause is hard to prove both parties should split the cost.Desired Settlement: I would like CNA to pay for 1/2 the repair of my ECM because Nissan has agreed to pay for 1/2 of the repair

Business

Response:

Thank you for the opportunity to reply to the above-referenced complaint. CNA National Warranty Corporation will be authorizing a contribution to assist finalizing the claim made by [redacted] under her [redacted] Service Contract ([redacted]). CNA National Warranty Corporation will be in touch with [redacted] and [redacted] on January 9, 2015 in order to resolve Ms. [redacted] request. Should you or Ms. [redacted] have any questions or concerns upon speaking with CNA National Warranty’s representative on January 9, 2015, please do not hesitate to contact me directly at (###) ###-#### x###.

I bought CNA ZSeries warranty when I bought a used 2008 Chrysler in 2013. So thankful to have purchased this policy which the dealer suggested. Had everything from tranmission to ABS brakes to power door locks along with other things since then. CNA's response was prompt, their reps sensitive to my needs and concerns and quick to pay the appropriate fees to the mechanic shop. I'm in the market for a new used vehicle and would probably use them with this one as well.

Review: I have been in contact with CNA about GAP insurance since January. I filed a refund form at the end of January, and here, mid-April have still not received the $400 that I was told I should receive, nor has the auto loan company heard from them. I called at the end of March, promising to write the Revdex.com, and was told that the person handling my case had been fired and that I would receive my disbursement "promptly". This has not occurred.Desired Settlement: I would like to receive the refund due on my cancellation from January 2014 immediately.

Business

Response:

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 must admit my claim was handled very promptly once the company received their letter to appear in court, once your claim gets above the first line of amateur adjusters and supervisors. they come to this understanding that the joking around is over and its time to pay the claim or pay legal fees, they play this little game since not enough people challenge them to the next level.

Review: I bought my 2007 [redacted] from [redacted] in March of 2011. At the time I purchased an extended warranty through CNA Extended Warranty. Since July of 2103 my car has been the shop a total of six times. CNA was contacted multiple times by [redacted] and was told that I needed a new engine but denied each clam and only fixed the symptoms not the actual problem. I have all documentation from [redacted] and gave them permission to do a full tear down so that I could get my engine fixed. I ask CNA for documentation and they refuse to give me any blaming it on [redacted]. In November my car's engine seized in a busy intersection with both my 8 month old daughter and myself in it. We were almost struck by traffic multiple times. Now CNA is only covering a partial claim for my engine, when they were the ones that denied me getting an engine twice before. My car has driven 1800 miles from the first break down to the last. I have been in rental car after rental car which has come our of my pocket, and sometimes without a car. I have an extremely sick child that requires special needs and had to call 911 since my car isn't reliable.Desired Settlement: I would like them to cover the repairs in which [redacted] is not covering. With no out of pocket cost to me.

Business

Response:

Re: Complaint #[redacted] – [redacted])

Dear Ms. Huffman:

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.

As of the date of this letter, CNAN believes that Ms. [redacted]’s claim has been resolved. We have authorized payment in the amount of $3,890.20 for the replacement of Ms. [redacted]’s engine and the rental car for use during the replacement of the engine. Should there be additional concerns please contact us at [redacted].

Sincerely,

CNA National Warranty Corporation

Consumer

Response:

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 are covering only a fraction of the labor and work that there is over $1800 in charges which they are not covering. Since they refused to put the engine in two times previously after I had paid $600 in total for the deductibles. If they had approved for the engine in the first place I wouldn't be in this position. On top of everything the approved the last claim and when the engine seized they decided to deny it since the car wasn't fixed. Which was their fault for not approving the engine replacement. How can you expect to fix a broken arm with a bandaid. Your not going to fix the problem with the engine when you just fix the symptom not the engine. So since they denied the last claim and the approval for the engine they are leaving me a huge cost in which the warranty said they would cover in the first place. They keep changing what they decided to cover and how much they are willing to pay. They are in breach of the contract in which I paid so much for before when I purchased the car. They continuously lie to me and is a horrible misrepresentation great customer service.

Regards,

Business

Response:

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.

I too have a MaxCare Policy to cover my 2007 Lucerne, with bumper to bumper coverage at a cost of nearly 3,000 we are covered to 150,000. at 103,000 the car spun a crank bearing, we took it in the shop, (Emich Chevrolet in Denver are fabulous people to work with) on Feb 19 and as of close of business March 11th, instead of letting the GM dealer use genuine GM parts, they are still waiting for CNA to ship third party parts that hold only a 12 month warranty and not lifetime like GM parts. if we used the care rental option of seven days we would already be out of over $400 in care rental fees. they blame all the delay on the repair shop and take no responsibility at all. I called my repair shop ( did I mention how great they were) and apologized for purchasing a warranty from these people and going forward will only purchase a warranty backed from the cars original manufacture. These people are really working for a company to cares little for ripping off their customers, NEVER AGAIN!!!!!

Review: When we telephoned today to ask about our contract, it was never mentioned that they expire by miles and time. [redacted] from CNA told me it was under contract and we proceeded to get it diagnosed and repaired only to find out after the fact from the dealer that it actually was not in contract due to mileage. If [redacted] would have mentioned this to me I would not have taken it to the dealer.Desired Settlement: I want to be refunded the amount of the diagnostic charge due to limiting information provided by CNA.

Business

Response:

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

Consumer

Response:

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,

Business

Response:

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

This company took my money for a service contract which they never validated. My only way to learn of their fraudulent contract and failure to refund (or report missing) my money was my attempt to use the contract. In 2013 I bought pre-owned motorcycle and also a 3-year Extended Service Plan for $1,997.00. Since the purchase, I’ve rode it all for thousands of miles all over the East and Midwest while believing I had the “peace of mind” they promised upon selling me the contract.

In August 2015 the Harley Davidson had engine issues so presented my Extended Service contract and card. The service department notified me that the contract was never activated and saying my motorcycle didn’t qualify.

I called CNA National Warranty Corp who approved, administered and managed the Extended Service contract. I spoke to a representative for an explanation and to discuss a fair settlement for the company’s liability and failures. She promised someone would get back to me in 24-48 business hours. 5 business days later and no response. I called again and was assured a supervisor would get back to me to discuss a fair agreement.

Days later received voice mail saying the company would refund me the purchase but made no mention of any retribution for the company’s liability or failure. I called back and spoke with Operational Supervisor. Initially, she denies any responsibility so I ask questions. Through them she admits CNA National Warranty Corp accredits the dealers, approves contracts, manages contracts, receives and manages the money from all contracts.

I asked, “Why I was never made aware that there was no contract? Why was my money cleared when no contract was administered? And why was the money never returned?” She blames the dealership for going out of business and then said “maybe” the company tried to contact me. I asked further, “Why if the alleged refund was never cleared did the company not attempt to contact me?” She had no answer. I asked “Why at no time during the 29 months was the money not turned into “Unclaimed Property” for state of Illinois for which a business is ethically (and possibly legally) required to do?” She had no answer.

Days later called and spoke to manager. He said that he reviewed the file and stands by the company actions. He encouraged me to file charges against the company for investigation and also alert their partners, their customers and others of situation.

These people are a joke. They have no clue what is going on internally or how they process a claim. One rep told us that a credit card payment would be made within a couple hours of receiving a faxed invoice. The repair shop had to send the fax 4 times. And now a check is in the mail. 10 days and I still don't have the wheel back for my car. Do not purchase any protection plan with this company.

Review: I purchased a 2006 Lexus rx330 from [redacted] a little over a year ago . I have done the regular maintenance such as oil changes, tire rotation, alignment, new tires 2 times,brake pads and rotors etc. One day about 2 months ago I was driving and I heard a noise, all of sudden my tire flys off out of no where !!! This is after I recently had an alignment and brakes and rotors done , with no indication of any issues!!! So my car gets towed to the shop and the mechanic determines that my bearing and hub locked up , caused the axle to break and a few other issues , the amount would be $2400 !! So maxcare CNA national warranty are telling me that it shouldn't be a problem and they are sending out an inspector, not to worry. So I let the mechanic know that everything should be covered minus the deductible and they are sending an inspector out. So the inspector comes out and tells the mechanic it looks like I drove it after the break down , how can I drive it without a tire or an axle?? He sends his report and pictures to CNA and they say they will only cover $149 dollars of the $2400 bill because I should have known that this would happen and shouldn't have drove it before it occured ! I'm apparently supposed to be psychic and know that after only a year I would need to perform regular maintenance on a bearing and axle! They did not care and were very rude I might add! I'm a young mother of 2 children and currently unemployed this situation really hurt me and they are refusing to help despite me paying 1800 dollars for the warranty and they have not paid for anything !Desired Settlement: I would like them to cover the repairs of my vehicle atleast up to the amount that I paid for the service which is about $1800

Business

Response:

Thank you for the opportunity to reply to the above-referenced complaint.[redacted] has expressed dissatisfaction with CNA National Warranty Corporation’s (“CNAN”) administration of Ms. [redacted]’s claim made under the Maxcare Service Contract ([redacted]) (“VSC”) on May 26, 2015. In particular, Ms. [redacted] is requesting CNAN to reconsider the determination it made on her claim under the VSC and reimburse Ms. [redacted] for additional repairs. For the reasons stated hereafter, CNAN has determined Ms. [redacted]’s claim was processed correctly under the terms of the VSC and no additional reimbursement will be made.On March 30, 2015 CNAN received a call from Ms. [redacted] inquiring whether a hub bearing was a covered component under the VSC. During the call, Ms. [redacted] stated that the front right wheel bearing had gone out and it was causing additional problems such as shaking and grinding the rotor. CNAN informed Ms. [redacted] that she needed to have repair shop complete a diagnostic and report the results to CNAN. Later, on April 29, 2015 CNAN received another call from Ms. [redacted] asking about coverage for towing under the VSC. CNAN answered Ms. [redacted]’s question by indicating towing coverage is available for covered breakdowns under the VSC up to $100. CNAN did not receive any additional communication from Ms. [redacted] or a repair shop until the phone call on May 26, 2015.On May 26, 2015, CNAN received a call from R&S Complete Auto Repair (“Repairer”) and the Repairer indicated that Ms. [redacted]’s 2006 Lexus needed numerous repairs to the front right wheel, axle and braking system due to a failure to the front right wheel bearing. As stated in the VSC, under Your Responsibilities, the VSC states that you must “Allow the Administrator to examine Your Vehicle if the Administrator asks to do so.” At this time, CNAN ordered an independent inspection to determine the cause of failure of Ms. [redacted]’s vehicle. The independent inspector determined that the initial cause of failure was a failure to the front right wheel bearing. However, the independent inspector concluded that the continued operation of the vehicle, after the initial failure of the front right wheel bearing, resulted in subsequent damage to the front axle shaft, spindles, metal brake lines, and brake calipers. Under What This Service Contract Does Not Cover, provision 21, the VSC states it does not cover any “Loss or damage which is caused by Your or operator’s failure to use all reasonable precautions to protect the Vehicle from any further loss or damage after a Breakdown or failure has occurred or been indicated.” Ms. [redacted] continued to drive the vehicle after the initial failure of the wheel bearing which resulted in subsequent damage to the vehicle. On May 29, 2015, CNAN authorized payment for replacement parts and labor necessary to replace the front right wheel bearing totaling $449.19, less the deductible due on the VSC of $300.00. CNAN has not provided any other authorization to Ms. [redacted] or the Repairer for any additional repairs made to Ms. [redacted]’s vehicle under the claim made on May 26, 2015 for the reasons stated above. CNAN apologizes that Ms. [redacted] is not completely satisfied with the outcome, but if she, or you, have any additional questions please do not hesitate to contact me directly at ###-###-####.

I purchased GAP insurance for my car when I bought it in the spring of 2015 for 700$. I was involved in an auto accident in Sept. of 2015 and my car was totaled. I submitted all the information they needed to process the claim on the 24 of Sept. I assumed it was taken care of and didn't worry about it. I received a notice from my bank of a payment not being made and for Sept and called them and was never able to reach anyone. I then received another notice of a payment not being made and another late charge being assessed and called them again. they said that they needed me to resend the paperwork because what I had faxed over was too dark. I asked why no one had gotten a hold of me since it had been two month and was told by the woman I talked to that they only have 4 people working in the office and they don't have the time to call people. Once I resent the paperwork I was told by CNA that the gap would only pay 260 of the remaining balance of 450 that I owed on the car and I was responsible for the rest of it which left me with a 190 dollar payment. So the 700$ purchase of the GAP insurance wasn't even worth it considering they only paid 260$, and I paid them 700 so they pocketed 440$. The whole process was arduous and the individuals at CNA that I dealt were terrible to deal with. I will never buy GAP insurance from this company again and I would recommend that other people also not deal with this shady and crappy company-Avoid them at all costs.

Review: I took my car to [redacted] Dodge, which is where I purchased the car and the extended warranty in 2012. A couple nights pervious to taking my car to Landmark, I was getting on the highway and the transmission slammed into 4th gear, it also did it that following morning while getting on the highway. [redacted] Dodge sublet my car in Bob S[redacted] Kia for diagnostic testing. My car had a history code of Po708 : Faulty Solenoid.

The warranty company sent out an inspector, who had the code cleared then drove my car. The inspector then states he could not "verify the complaint" even though there was code stating what was wrong. After calling the warranty company and speaking supervisor Terry, I was even more dissatisfied. Terry was very rude and threatened to hang up on me and accused me of cursing at him. After asking what I said to warrant that, he ignored to question and just kept repeating what the inspector wrote down. He didn't listen to me or. Offer any help other than "if it happens again, we'll fix it". I feel very disrespected by Terry. I was also charged $117.15 for a "check out fee" since my claim was denied.Desired Settlement: My desired outcome would be for the warranty company to honor the contract and fix my car. I would also like the $117.15 refunded back to me.

Review: People have always told me extra auto warranties were a waste of money and companies just find loopholes to not cover things you were told would be. I bought a 2010 fusion last year and bought the extended warranty which added a lengthy fee onto my loan. Today I had an issue and since I had the warranty I brought my car into the dealership where the warranty was purchased (which is what I was told to do). My issue was my throttle body was bad (which is covered by my warranty) BUT because it was a common issue with my model Ford released an extended warranty on that part. Because of this my extended warranty won't cover the 80 dollar diagnostic fee through the dealership. I am now stuck paying a fee that my warranty should have covered. I am not someone who will yell and scream and treat employees poorly to get my way, so I am hoping someone will actually see this and make this situation right. This experience is my first experience with having to make a claim through this warranty and I am VERY VERY VERY disappointed. I am so afraid now to even attempt to use my warranty because of the expensive diagnostic and am probably not going to buy another one in the future, at least not through this company.

[redacted]Desired Settlement: I would like my diagnostic fee to be covered.

Business

Response:

Thank you for the opportunity to reply to the above-referenced complaint. Ms.[redacted] purchased a 2010 Ford Fusion SE (the "Vehicle") and the Factory Wrap Plus Care Vehicle Service Contract (Contract No. [redacted]) (the "Contract") from [redacted]., (the "Dealer") on March 28, 2013. Ms. [redacted] 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 13N03 and that the vehicle should be repaired at a Ford dealership . Per the complaint, the Dealer charged Ms. [redacted] an $80 diagnostics fee . However, since the throttle body is a covered component under the above referenced Contract, CNAN will authorize payment for the diagnostics charge. Please fax the invoice from the repair facility that includes the diagnostics charge to CNAN Claims Department,Attn : Marty B. -Ext. 346, at ###-###-#### .Should you have any questions or concerns, please do not hesitate to contact our Claims Department at ###-###-#### or the Compliance Department at ###-###-####.

let me start by saying that I am a long standing christian and am not willing to be treated in the manner of which I encountered with cna warranty.
I purchased a warranty from cna six weeks ago. my auto was inspected by the selling dealership to make certain that it was worthy of their coverage. this inspection cost me $262.50 the car passed with flying colors and I was allowed to purchase a $3200 warranty. last week I took the car in simply to check and see if it needed anything, as that I was about to take a trip. as it turns out, the dealership all of a sudden discovered that the car needed several things and sent cna a workorder.
I still do not know exactly what was expressed in the order. but, it was apparently more than cna wanted to pay, so they quite simply canceled my policy. I was told that my car did not pass the original inspection. that is an outright lie. I have the paperwork to prove it. and if that were the case, why did they issue me a policy and take my $3200.
cna will charge you a fee just to obtain a warranty from them and God forbid that you actually need something, they will cancel your warranty and leave you out in the cold.
these people should be in prison. if you or I tried to pull off a scam of this magnitude, we would certainly be held accountable to the authorities.
stay far, far away from this cna warranty scam. you will be very sorry if you allow yourselves to be suckered in by them. the minute that you turn in a claim, you will be canceled.
please take heed, [redacted]

After our vehicle was totaled in an accident we are having serious issues with the GAP Insurance sold to us when we purchased the 2008 Dodge Ram 1500 from [redacted] on May 30. We were told this insurance would pay off anything we owed to the lender above what our primary insurance company did not pay AND they would cover our deductible up to $1,000. The agreement states: “In consideration of the purchase price paid, Dealer/Creditor agrees that in the event of the Total Loss of the Vehicle, and subject to all the terms and conditions of this Addendum, Dealer/Creditor will waive your liability for the difference between the Net Finance Contract Payoff as of the Date of Loss and the Actual Cash Value; Dealer/Creditor will also waive Your Primary Automobile Insurance Company deductible not to exceed $1,000 . . .”
I spoke to a Mr. [redacted], Jr. at CNA National on August 19, after we received a settlement notice from them in the mail stating it was determined there was no outstanding balance; basically stating our bank would not be receiving any payment from them. When I first spoke to Mr. [redacted] on the phone, he REPEATEDLY said they would not be paying anything to our lender. Only when I asked to see the calculations on how they determined this settlement did he say he needed to take a look at the figures again and he needed documentation from our primary insurance company showing their breakdown of what they paid to us and to the lender and showing how they took our $500 deductible.
Our primary insurance company sent this information to Mr. [redacted] at CNA National. The same day, later that afternoon, I received a phone call back from Mr. [redacted] stating that he took a look at the calculations again and now they were only going to pay $250.81 to our lender. I asked to see a written document showing how these calculations were arrived at and I was told I had to send a letter requesting this to their claims department, that he could not release this information. I submitted this letter the same day via fax and also sent a hard copy by mail.
I received a phone call today from a representative of CNA National’s claims department, I did not get his name, but he called from ###-###-#### at 2:13 p.m. He wanted to go over the calculations with me on the phone. I stated I submitted a letter requesting this information in writing and he said he had the letter right there in front of him. He kept saying it was only an internal document in Excel, Excel spreadsheets. He told me he could not send me this documentation, but he could go over it on the phone. This is not very professional to me and I feel they are engaging in unlawful business practices. They are also maintaining they only owe our lender $250.81, but again, will not send the documentation showing the calculations as to how they arrived at this figure.
Do not purchase GAP insurance through any dealership from CNA National. If they cannot provide written documentation of how they arrived at a settlement to the customer, they are obviously doing something a business on the up-and-up wouldn't do.

Review: Car sat at the shop torn down while it took 7 days for the company to send someone out to see the vehicle. After the vehicle was looked at, called the company to discuss the coverage decision and the original customer service rep ([redacted]) was not helpful. All he could do was read from their policy and not give any explanations. When asked to speak to a supervisor, [redacted] put me on hold and then I was disconnected. When I called back in, I spoke to [redacted] who was rude and argued with me that they actually only took three days to see my vehicle since the original email message to the inspector was not received. I'm not sure how this was my issue since I was the one without the car, but apparently he felt like it justified the delay in seeing the vehicle.

[redacted] confirmed he was not a supervisor and refused to let me speak to one. When I threated to file this complaint, he advised he would give my message to a supervisor (he didn't know who), but he didn't know if they would call me. The next day a supervisor left me a voice message which I promptly returned asking for a call back. To this point, no supervisor has still contacted me.Desired Settlement: To start - a phone call from a supervisor would be nice. Then some explanation on the delay to see my vehicle and why a part is not being paid for.

Business

Response:

Mr. [redacted] has expressed his dissatisfaction with CNA National Warranty Corporation’s (“CNAN”) handling

of his claim. As always, CNAN is dedicated to customer satisfaction and welcomes any opportunity to address his

concerns regarding this matter.

Mr. [redacted] would like an explanation regarding the timing of the repair and why certain parts were not

covered. CNAN would be happy to explain the process: • On 1/26/2015 Mr. [redacted] authorized the “tear down” of his vehicle with his repair facility; this was a

Monday.

• On 1/29/2015 CNAN was notified by the repair facility that the vehicle was ready for inspection; this was a

Thursday.

• On 2/2/2015 The local inspector attended the repair facility; this was a Monday.

• On 2/3/2015 the inspection results were called in to CNAN and the authorization of approved claims

ensued.

Additionally, with regard to why certain parts were not covered under his claim, please note that Mr. [redacted]

service contract states within Section 7, (10) and (11):(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.”

(11)Any damage resulting from continued operation or caused by YOUR failure to take

reasonable precautions, such as stopping your vehicle immediately or having it towed, to

prevent further damage when an apparent problem exists.

Mr. [redacted] service contract did not cover certain parts because of continued operation without

proper fluid levels. CNAN did contribute towards the resealing of the transfer case, plus labor, in spite

of this fact. Please note that Mr. [redacted], in order to avoid inconvenience, could have utilized the rental

car coverage which would have allowed him, at the expense of CNAN, to rent a car for up to 13 days.CNAN regrets that Mr. [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 ###-###-####.

Consumer

Response:

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]

Business

Response:

Mr. [redacted] has expressed his dissatisfaction with CNA National Warranty Corporation’s (“CNAN”) handling of his claim. As always, CNAN is dedicated to customer satisfaction and welcomes any opportunity to address his concerns regarding this matter.Mr. [redacted] second complaint letter appears to want answers to the following questions:1. Mr. [redacted] would like to speak to a supervisor. Mr. Chastain spoke with Mr. [redacted] and is available for further conversations at Mr. [redacted] convenience.2. The dates of repair appear to have discrepancies. The dates of “repair” have been verified and would not alter the outcome of this claim.3. The dates of the inspection are disputed and cause undue delay. The timing of the inspection has been verified and, inclusive of the weekend, was not delayed extraordinarily. If Mr. [redacted] had availed himself of the rental car feature of the coverage, which he did not, his inconvenience would have been minimized.4. Mr. [redacted] would like further information in relation to the inspection reports. The inspection reports evidenced continued use of a vehicle without proper fluid levels. The work product reports of the third party inspector have been reviewed by CNAN and would add no further information to Mr. [redacted] ability to maintain his vehicle in future. Proper maintenance of the vehicle is best remediated by following the owner’s manual of the vehicle.CNAN regrets that Mr. [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 ###-###-####.Sincerely,Compliance Department

They are exactly the used car warranty company everyone warns you never to purchase. My best advice, review the contract carefully before purchasing. They are in it to make money and the contract is written that way. If it's written that they will not cover version 2 of a part that breaks they will keep to the contract. Even if ver 2.0 is dependant on a covered part. example. My camera's were faulty. $1200.00 however, the wiring harness also needed to be replaced with a version 2.0, which was another $1200 that they would not cover. Every coverage was a battle of inspection and challenge, which means your car is at the shop longer. I also hold the dealership responsible for communicating the details as mine said it's bumper to bumper coverage. it was a 5K warranty, the best they had... I won't do it again. lesson learned. BTW - Cars parts often revise their parts to a Ver 2.0 - another Gotcha!

Review: On 10/24/2009 I purchased a used vehicle from [redacted]. At the same time I purchased an extended warranty (warranty number [redacted], contract sales number [redacted]) for CNA National Warranty Corporation for the vehicle. The contract I signed and paid for lists the warranty expiration date as 10/24/14 and the expiration mileage as 115926. Up until Sept 2014 CNA has honored the warranty and made repairs as needed on the car. However, in the first week of Sept 2014 I took my car in for servicing due to the radio not working properly and CNA told the service provider that my car was no longer under warranty. I called CNA to discuss the matter and they informed me that the contract that I signed and executed had an error and that my contract was only good for five years or 85000 miles. I told CNA that this was different than the terms listed on the contract and CNA said that they had issued an endorsement five years ago notifying me of the issue. But I never received any such correspondence (and furthermore do not recognize any addendums to the contract that was signed by me when I purchased the warranty) and want CNA honor the warranty as it was issued. Since I purchased the extended warranty through a [redacted] dealership I also called GM to discuss my difficulties with CNA but unfortunately GM would not help because they do not resolve sales issues, only customer service concerns. The [redacted] dealerships were dissolved several years ago when the line was disconnected so I need outside help to resolve this issue.Desired Settlement: I want CNA to honor the contract as it was issued and executed on 10/24/2009. All repairs defined as being covered under the extended warranty should be paid for (minus my deductible amount) until 10/24/2014 or 115926 miles. My car currently has 108000 miles on it and the warranty should cover the repairs currently needed.

Business

Response:

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] Ext. [redacted].

Sincerely,

Consumer

Response:

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,

Business

Response:

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] Ext. [redacted].

Sincerely,