CNA National Warranty Corporation

Review: Purchased an extended warranty plan on 3/16/2012 thru [redacted] when I bought my car. On May 30,2014 my car started making noises and would not accelerate past 20 mph . I called CNA and they said to take it in to the [redacted] repair shop, [redacted] service center sid they did not have an opening for 3 weeks but that I could go to [redacted] and just pay an additional $50 on my deductible. Which would bring it to $350. The car was taken in to mini and I was told it needed a new engine. CNA warranty company said they could not approve the claim until the engine was teared down and they sent a representative to see the car themselves . The representative came down twice to [redacted] before CNA told me the repair was covered and my car would be repaired. Now I have a balance due for $2200 because CNA did not pay the total balance due on the repair to the shop. I have contacted CNA several times and they told me that they think the repair shop is overcharging. They don't know why have to pay so much. I returned to the repair shop and they told me the additional cost is because CNA refused to pay them the total cost of labor hours so now I have to pay it. I called CNA once again and they said they paid all which is allowed for that repair. That it is ridiculous it doesn't take that many hours to pay tear down the engine and repair it. To talk to the repair shop. The repair shop said that CNA is claiming it only takes two hours to tear down and take the engine out and that is where the balance due is from. I contacted CNA again and they again refuse to do anything saying they have paid all which is allowed and they cannot control what the repair shop charges. I was not given any options . To go to another repair shop or was told there was a limit on labor hours or cost of the repair. When they said it's covered under warranty I did not think I would have to pay 7 times my deductible. Currently I have no car as it is repaired but at the shop as it cannot be released unless CNA pays the rest of the labor cost or I pay. They advertised peace of mind and I did not get that . My car has 46,000. Miles on it.Desired Settlement: I want CNA to stand by its claim of having warranty on the engine and pay the repair shop the amount due I will pay for $350 deductible but to pay $2200 is ridiculous on a repair they said was covered.

Business

Response:

July 1, 2014 Ms. [redacted] Revdex.com [redacted] Re: Complaint ID #: [redacted] Dear Ms. [redacted]: Thank you for the opportunity to reply to the above-referenced complaint. In the complaint, Ms. [redacted] is requesting an additional amount of $1,850.00 as a result of additional charges, charged to Ms. [redacted] while obtaining repairs at [redacted] (“Repair Shop”). Unfortunately, CNA National Warranty Corporation (“CNA National”), as the administrator of the service contract, is unable to authorize additional charges for the reasons stated hereafter. Per the terms of the [redacted] Service Contract, [redacted]. agrees to “[P]ay a Repair Facility, or at Our option, reimburse You the Cost to remedy any covered Breakdown of Your Vehicle less Your Deductible except items listed under “What This Service Contract Does Not Cover.” The Cost is defined as “[t]he reasonable and customary charges for Parts and labor necessary to repair or replace the Parts covered. These charges shall not exceed manufacturer’s suggested retail price for Parts and labor allowances derived from the most current nationally recognized labor time publications.” (Emphasis added) Based on information provided by [redacted] Repair guides, a nationally accepted repair labor publication, CNA National authorized all the labor needed based on the repairs authorized on the vehicle. CNA National authorized 23.7 hours for complete replacement and transfer of engine parts and necessary diagnostics, compression tests, and diagnosis. There were no additional authorizations provided by CNA National for any additional labor provided by the Repair Shop. Any further questions regarding the additional charges being charged to Ms. [redacted] should be addressed with the Repair Shop. If there are any questions or concerns regarding the contents of this response please contact our claims department at [redacted]. Sincerely, CNA National Warranty Corporation

Review: [redacted] extended warranty WILL NOT COVER MULTIPLE repairs on my 2004 [redacted]. They say it will NOT cover differential HUMMING noise due to bad ring and pinion bearings. They said it WILL not cover because of OVERSIZE tires. Tires are only two inches bigger than stock. It was making that noise since I bought the truck. Truck which I never TEST DROVE at [redacted]. Now, since they are not covering the repair, they want ME to pay 600 dollars, on top of my 300 deductible to put it back together. They also will NOT cover my CLIMATE control issues. [redacted] also said its in their contract. They said I "MODIFIED IT." I spoke to them multiple times about this, but will NOT budge! Im sick and tired of them looking for ANY reason to NOT REPAIR it. I just want them to do what is FAIR. Its NOT fair! Thats why I BOUGHT EXTENDED WARRANTY! Well I was WRONG about their WARRANTY. I know I cant be the ONLY one going through this.Desired Settlement: as long as they repair my differential and all the other repairs I listed at the dealer. The only money I want to pay is the 300 dollars deductible.

Business

Response:

February 4th, 2014

Ms. [redacted]

Revdex.com [redacted]

Re: Complaint #[redacted]

Dear Ms. [redacted]:

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

Mr. [redacted] has expressed dissatisfaction with CNA National Warranty Corporation’s (“CNAN”) disposition of his claim. Specifically, Mr. [redacted] has requested that his claims be authorized by CNAN.

Mr. [redacted] has stated that multiple repairs are required of his vehicle and these repairs have been denied by CNAN. Upon our investigation, there were two repairs noted in our records:

• Control head repair

• Rear differential repair

The control head repair claim has been approved by CNAN. The rear differential repair claim has been denied by CNAN because the vehicle was equipped with oversized tires. By virtue of his contract numbered [redacted], under the section titled “What this service contract does not cover”, it states:

“We will not pay for or cover the following: modifications (unless performed by the manufacturer of your vehicle or its representative and resulting in all covered parts remaining within normal, operating specifications: (8) breakdown that could be affected by, but not limited to, tires two or more sizes larger or smaller than manufacturer specifications, lift kits, aftermarket performance parts or systems.”

The denied claim, as stated above, is a claim which is excluded from coverage under Mr.

[redacted]’s contract. The vehicle is equipped with 305/65/R19 tires on 19 inch wheels. These tires are significantly larger that the next two tires sizes relevant to this vehicle and therefore are excluded from coverage. 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 questions or concerns, please do not hesitate to contact our offices at [redacted].

Sincerely,

Compliance Department

Review: My vehicle experience an engine malfunction. I took to the repair facility and notified CNA. I authorized the teardown of the engine. I provided receipts to them, the ones I had. Because of my disability from military service I have memory issues and could not remember where I put the rest (have disability for memory loss). Although the receipts I provided met the manufacturers standard for maintenance listed in the book the denied my claim. When I spoke to the agent he quoted oil change mileage and said because it had a turbo it had to be change every 7500 miles which goes directly against what is printed in the maintenance schedule of the owners manual. I attempted to communicate this and he got loud with me. I also pointed out that I have a mental health disability from the VA so sometimes I forget where I put things and he more or less said he didn't care as best I can recall. Also turned in a claim for the turbo and the engine fan which were denied. Oil changes have nothing to due with the function of the turbo or the cooling system.Desired Settlement: At least a 50% cost split between us for the engine repairs which I have already had made. They were half wrong and so was I. And 100% for the cost of the turbo and engine cooling fan replacement.

Review: Four months ago I purchased a 2010 Hard top Jeep. A certified used vehicle from a dealership while sitting with the finance officer at the dealership he pushed hard to sell me an extended warranty package for the vehicle. I purchased the best warranty available from CNA National Warranty Corporation and was told by the salesman that it was the best on the market and covered everything from bumper to bumper. After reading the policy it did seem very good and had very little in non-covered parts and sevices (section 6 of the policy) which by the way is underwritten by Continental insurance. Less than for months after the purchase of this vehicle that is in mine and my daughters name (she puchased with her owmn money) we found that it has seriuos water leaks around the doors that flood the carpet. The reason for the leaks are bad seals from the factory, they have not been damaged in any way. The dealership wants $1,500.00 to change them out, however when they call CNA they say the seals are not covered. When I look on the non-covered parts list they are not on there. When I called CNA they pick the part called insulation and call that door deals however there is insulation under the carpet and insulation in the door panels but seals are a specific part. After they felt they were loosing the battle about it being a non-covered part they reverted to section 7 non-covered condition #6 damage due to water intrusion. I'm not looking to have the wet carpet changed out that was damaged due to water intrusion, I'm looking to have a part that is bad changed out (seals) that did not go bad due to water intrusion. However thay look at it I paid $2,600.00 for thier policy which I have a copy of the contract. I'm asking to have bad parts changed out on the vehicle that "are not" in thier non-covered parts list and they are refusing to hold up to thier contract. I have talked with them three times by phone and I have no remedy. Please Help!!!!!!!Desired Settlement: I want them to hold up to the contract they sold me, give good customer service and pay for the repairs to my vehicle minus my deductible of $100.00. All I want is what I was sold and payed for.

Business

Response:

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]

Review: My card was charged for the full amount of the rental $159.98 a month after I was only suppose to pay the $50 deposit for [redacted] car rental. I spoke over the phone to [redacted] at [redacted] on Tuesday October 24th 2014 in [redacted] who states that the warranty place had forgotten to fax over the documentation to cover the rental car charges through the warranty and that they would fax them over that day. I asked if my money would be returned to my card because me and [redacted] are no longer together and I do not speak to him. She stated no there is nothing she can do that they can cut a check for my money to [redacted] but not put my money back on my card. I told her so you are basically taking my money and giving it to [redacted], she states that there is nothing she can do. I would like to speak with someone about this in order to get my money back.Desired Settlement: I would like my money back in a check or back on my debit card

Business

Response:

[redacted] Revdex.com [redacted] Re: Complaint #[redacted] Dear [redacted]: Thank you for the opportunity to reply to the above-referenced complaint. [redacted] has requested, on 11/7/2014, that she be refunded certain rental car expenses directly to her debit card since she is no longer in a relationship with the co-owner of her vehicle/service contract. The reimbursement expenses must first be paid to the rental car facility, [redacted], and then the consumer will have their card refunded. We have called [redacted] and confirmed that they have received our check payment, for the relevant fees, on 11/10/2014 and [redacted] can now refund the consumer’s card accordingly. If [redacted] contacts her rental car facility the refund can now take place. Our contact at [redacted] is [redacted] and our check number for the refund is: 2621749. Should you have any questions or concerns, please do not hesitate to contact our offices at ([redacted] Sincerely, Compliance Department

Consumer

Response:

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,

Review: I purchased a vehicle from [redacted] on 11/11/2011. [redacted] also sold me an extended vehicle warranty with the vehicle serviced by [redacted]. (Customer No. [redacted], Contract No. [redacted].) The extended warranty was for 72 months or 150,000 miles. The contract was $1499.

According to section 9 of the General Provisions of the service contract "If You cancel this Service Contract after ninety (90) days, a pro rata refund of the Service Contract Price, based upon the greater of time or mileage used, will be made, less an administrative fee of $30." I made the decision to cancel the service contract because I was having my vehicle serviced by a mechanic closure to my residence.

I contacted the CNA National Warranty Corporation in writing on 11/23/2012 via the U. S. Postal Service requesting the service contract to be cancelled. The request was tracked and confirmed. (Label Number: [redacted]). I have still not received any contact from this organization.Desired Settlement: I would like CNA National Warranty Corporation to refund the service contract price, less the administrative fee of $30, based on the initial request date of 11/23/2012.

Business

Response:

To Whom It May Concern:

Thank

you for your letter regarding Revdex.com complaint number [redacted]. Mr. [redacted] has requested that his extended

warranty be cancelled, effective 11/23/2013.

We have contacted [redacted], the dealer and lender, and they have agreed to

cancel the extended warranty and credit the total loan amount for

$1,229.00. We hope that this satisfies

Mr. [redacted]’s request.

Should you have any

questions or concerns, please do not hesitate to contact me at (480) [redacted]

extension [redacted] or [redacted].

Sincerely,

[redacted]

Compliance

Analyst

Consumer

Response:

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,

Review: We bought a 2008 Toyota RAV4 from Carmax in August 2015 for our high school senior. In November 2015 the engine blew. It was towed to a local independent shop and then the problems began. The warranty company seemingly made the shop jump through all sorts of hoops to prove the engine was actually blown, including having to purchase special equipment to give precise measurements. We finally decided to have the RAV towed to an actual Toyota shop to get it fixed once and for all. Well that hasn't worked. It was towed to that shop before Christmas and is still there as of 2/25/16 with the engine in pieces in the back of the RAV. We've been told the Toyota shop has had to jump through all the same hoops with the warranty company and have complied and that an inspector was supposed to come out and ok everything the shop had done and the engine would be ordered. We were told that back in January. We never once received a call from the shop regarding the car at all. It is still not fixed and we don't know who to blame.Desired Settlement: We want our car fixed so our daughter can use it. We'd like an explanation as to why it has been held up in two shops for FOUR months! We'd like these people held accountable for the inconvenience they've caused and the dishonesty.

Consumer

Response:

It was not possible for us to operate the vehicle once there was something wrong with regular operations. It literally stopped being driveable. There was no way possible for us to drive it! We believe CNA is doing all it can to stonewall us to not pay for the operable repairs. We did not buy this vehicle expecting to, after two months, have to have a new engine. We obviously would not have bought it, and we certainly would not have purchased a warranty with a company that has had nothing but complaints. All we desire is for them to do the right thing. There is no way their inspector could make such a finding that it was driven after it was damaged. We believe the warranty company is making excuses to adapt to policies under their stated warranty and do not want to fix the vehicle. What are we supposed to do with an undriveable vehicle?? You have stuck us for over 3 months now without a vehicle. You really do not care and do not want to satisfy customers.

Business

Response:

Please see attached. Thank you.

Review: Warranty corporation refused to cover a "covered" part. Purchased vehicle on 3/20/2012 with 37,210 miles. Paid $1,543.00 for warranty coverage for peace of mind. Warranty is Automotive Preferred Care and expires on 3/20/2016 or 85,210 miles. The vehicle has 46,000 miles now. It was towed to [redacted] and needed a new radiator. A radiator is covered in the warranty. Warranty states it expects from us to have our vehicle serviced and maintained according to the schedule by the manufacturer. It states to keep receipts of all service and repairs. We kept our end of the agreement. We ONLY had the vehicle serviced at [redacted] in Tempe; a "certified" [redacted] facility. Warranty corporation said not covered because improper type of fluid was used. We only had the vehicle ever serviced at [redacted].Desired Settlement: We want to be reimbursed for $764.26; the amount charged by [redacted] to pick up the vehicle on June 26, 2015. The vehicle was at the dealer for five business days. [redacted] incorrectly reported to the warranty company the miles at 62,081.

Business

Response:

Thank you for the opportunity to reply to the above-referenced complaint. CNA National Warranty Corporation ("CNAN") is dedicated to providing quality customer service and committed to customer satisfaction. CNAN resolves claims in accordance with the contract terms and provisions. [redacted] has expressed dissatisfaction with adjudication of the June 22, 2015 claim made under the Z-Series Vehicle Service Contract (Contract No. [redacted]) ("VSC") associated with the 2003 [redacted] 3S0Z ("Vehicle"). In particular, [redacted] is requesting that CNAN reconsider the determination made on his claim under the VSC and reimburse [redacted] the repair costs. In addition, [redacted] states that [redacted] provided the incorrect mileage to CNAN and requests that the mileage be corrected.For the reasons stated below, CNAN has determined [redacted]'s claim was processed correctly under the terms of the VSC and no additional reimbursement will be made. On June 22, 201S, the repair technician notified CNAN that the Vehicle was overheating due to incorrect coolant being placed into the Vehicle which caused the clogged radiator. At this time, CNAN denied the claim in accordance with the VSC, 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."On June 23, 2015, [redacted] spoke with CNAN and in an effort to ease [redacted]'s concerns, CNAN authorized a third-party inspection of the Vehicle to verify the cause of the failure and to confirm the Vehicle's mileage. Per the inspection report provided on June 25, 201S, there was a red coolant liquid located within the cooling system and [redacted] indicates that only a green coolant should be used in this Vehicle. The red coolant mixed with the green coolant results in the sludge which clogs the radiator. The information provided in the inspection report coincides with the information provided by the repair technician and the VSC, Section 7, Non-Covered Conditions, Paragraph 10 (referenced above). Therefore, [redacted]'s claim was processed correctly under the VSC terms.With regard to the Vehicle's mileage provided by [redacted], the inspection report identified that the technician provided the trip odometer mileage rather than the Vehicle mileage. CNAN updated the claims record to reflect 46,049 miles. CNAN regrets that [redacted] is not satisfied with the adjudication of the June 22, 2015 claim. However, if he or you have any additional questions please do not hesitate to contact me directly at [redacted] or ###-###-####.

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.We purchased the warranty; contract number [redacted], at the time of vehicle purchase on March 20, 2012 with 37,210 miles. We paid over $1,500.00 for the warranty. The warranty states it covers the radiator. The radiator had to be replaced at 46,000 miles. The warranty states that they expect us to have the vehicle serviced according to the service and maintenance schedule; which we did through the [redacted] dealership. The warranty states we need to keep repair receipts and service receipts by the repair facility that serviced the vehicle, which we did through the [redacted] dealership.The issue is [redacted] is stating "contaminated coolant type" was used which caused damaged to the radiator. We did not put any fluids in the vehicle; we only took it to the [redacted] dealership since we owed the vehicle. Either [redacted] put the incorrect fluid in and caused this damage or we purchased the vehicle with the incorrect fluid already in it. Either way it should be covered; we kept to the agreement with scheduled services at a "professional" mechanic place ([redacted]) and kept receipts. It sounds like a "scam" to say the radiator is covered but not if the wrong fluid is found when the only people who controlled the fluid was the dealership or prior to when we owned the vehicle and therefore it should be covered. Why else do you buy a warranty?We have all the receipts if necessary that show regular scheduled maintenance done by [redacted] on the vehicle.

Regards,

Business

Response:

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].

We brought the extended warranty from CarMAx for our 2007 Eddie Bauer Expendition and less than 2 years into owning the truck the transmission went out, CNA has been giving us a total run around for a week now on what and if it is covered even though it is clearly written in our contract that it is covered, now that they have the results from the mechanic they now are sending an adjustor to look at the transmission. Sounds to me like they are still trying their best not to honor this warranty!! BUYER BEWARE... DO NOT BUY AN EXTENDED WARRANTY FROM THIS GROUP TOTAL SCAM AND CUSTOMER SERVICE IS AWEFUL!!!!!! WILL SCREW YOU OVER AS FAST AS YOU CAN BLINK YOUR EYES!!!

Review: My car was taken to the shop for repair on the rear suspension. The mechanic informed me that the rear Strut needed to be replaces. As struts are covered by my warantee, I had them contact CNA to initiate a claim. When they called. they were told that the strut is actually a shock absorber and would not be covered. Basically, the issue is that the part number comes in some systems as shock absorber and some systems as a Strut. I called the manufacturer to clarify for me, and the manufacturer stated that the reason it also comes up as shock absorber is because it is a STRUT that also does the job of a shock absorber, which is why shocks are not needed in the rear for this particular model, but the part is in FACT a strut. The warantee company still refused to cover this repair even though struts are covered. Based on a technicality, they are choosing to call this part a shock absorber because it is in their better interest to do so, so that they don't have to cover the cost. The contract is not clear cut to note that this particular type of strut would not be covered if it also does the job of a shock absorber. Extremely shady.Desired Settlement: Cover the cost of the repair!! I am demanding the warantee company refund me the money that I've had to pay out of pocket.

Business

Response:

Please see attached response. Thank you.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

Review: MY 2008 FORD F150 PICKUP WAS PURCHASED FROM [redacted] IN OKLAHOMA CITY, OK.. I PURCHASED THE EXTENTED WARRANTY FOR UP TO 150,000 MILES. AT 109,550 MILES THE ENGINE STARTED TAPPING. IT GOT WORSE AFTER A COUPLE DAYS. I TOOK BACK TO [redacted] AND THEY AGREED THAT THE ENGINE WAS MORE THAN THEY COULD HANDLE. THEY SENT IT TO [redacted] THERE IN EDMOND, OK. THE MECHANIC DETERMINED THAT THE LEFT SIDE CAM FOLLOWERS WERE BADLY SCARRED AND IT WOULD DO NO GOOD TO PATCH IT UP. THEY INFORM CNA THAT A FORD REMAN ENGINE WAS NEEDED TO REPLACE THE ENGINE IN MY TRUCK. THEY CAME BACK AND TOLD THEM TO TEAR IT DOWN SOME MORE. THEY DID AND FOUND SOME SLIGHT SCARRING AND INFORMED CNA IT STILL NEEDED REPLACEMENT. NOW CNA IS TRY TO TELL [redacted] TO PATCH IT UP, BUT THE MECHANIC, WHO IS ASE QUALIFIED HAS SAID THAT IT MAY LAST A YEAR TO A YEAR AND A HALF BEFORE IT GOES BAD ON THE BOTTOM SIDE. THEN MY WARRANTY IS PROBALY UP AND IM STUCK FOR THE FULL AMOUNT. EVEN THE SERVICE MANAGER FOR [redacted] HAS STATED ADAMANTLY, THE ENGINE NEEDS REPLACED, (PERIOD).ALL CNA IS TRYNG TO GO THE CHEAP ROUTE INSTEAD OF THE RIGHT ROUTE, WHERE IT WILL BE THE BEST WAY FOR THEM. IVE BEEN PAYING ON THIS WARRANTY IN GOOD FAITH HOPING THAT IF ANYTHING HAPPENED, IT WOULD NOT HAVE TO GO THIS FAR TO GET MY TRUCK FIXED. [redacted] HAS BEEN FIGHTING CNA FOR 3 AND A HALF WEEKS. I NEED MY TRUCK BECAUSE I HAVE HORSES AND I NEED IT TO HAUL THEM TO THE VET IF ANYTHING HAPPENS. HAVING A VET COME TO ME COST 2 TO 3 TIMES AS MUCH.Desired Settlement: REPLACE THE ENGINE, JUST LIKE THE MECHANIC HAVE SAID THAT IS THE ONLY WAY. PATCHING THE ENGINE IS NO GOOD AND THEY SAID THAT IS ONLY SHADE TREE MECHANICS, AND THEY DON'T WORK LIKE THAT. ALL I WANT IS THE ENGINE REPLACED. BECAUSE THEY HAVE HAD IT SO LONG THAT I DO NOT HAVE TO PAY THE $300.00 DEDUCTIBLE. THANK YOU.

Business

Response:

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].

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 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,

Business

Response:

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].

Review: I had purchased a 2010 Kia forte silver from Mazda Maita saburu Sacramento on [redacted]. I also purchased a 4 year 100,000 mile warranty that covered my engine transmission gaskets etc on June 20th around that time my car engine gave out on me while I was on the freeway headed towards milpitas I called my warranty company who processed a claim and told me to find a reliable licensed repair shop I took my car yo Kia Marina of Oakland California and also told me once they get a diagnostic they would pay for a rental so I get the diagnostic back and Kia said it was the engine and let my company know. My insurance company told them to tear down the engine some more but once they told them it was the engine they asked for service records which I do have now instead of getting the go around from the Insurance company I went ahead and paid KHS auto engine in [redacted] $2,200 cash to find me an engine and installation I am now ready to sue this corpartion and Mazda maita for $13,000-20,000 for the price of my cat and warranty so that I can pay this car offDesired Settlement: I will be taking legal action to sue this company and Mazda Maita of Sacramento California for $20,000+

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”) 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.

Review: CNA misrepresents its product and has a catch all phrase to protect them from honoring any part of the contract.

Complaint #1 Vehicle air conditioning parts are listed as cover and they refuse to cover them. There "catch all" clause makes it unreasonable if not impossible to be able to make a clam and expect it to be honored. The products/services are grossly misrepresented at time of sale.

Complaint #2 Phone representative did not want me talking with a supervisor and would only transfer me to voice mail.Desired Settlement: Honor the warranty. Pay for the repair.

A customer should be able to speck to a supervisor with out issue.

Business

Response:

June 11, 2013

Re: Complaint ID #[redacted]

Dear Ms. Huffman:

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

Mr. [redacted] has expressed his dissatisfaction with CNA National Warranty Corporation’s (“CNAN”) denial of a claim based on the “X Series,” Vehicle Service Contract [redacted] (“VSC”). CNAN is dedicated to customer satisfaction and welcomes any opportunity to address his concerns regarding this matter.

Mr. [redacted] brought his vehicle into the repair facility on June 10, 2013 with a complaint that the air conditioning was not blowing cold air. The technician diagnosed and found that the rear evaporator core and the line going to the evaporator were leaking and failed due to corrosion. Under Section 6, “Non-Covered Conditions,” paragraph 5 of the VSC it states: “This Contract does not cover and it does not apply to any damage due to rust/corrosion.” As stated above, the failure of Mr. [redacted]’s air conditioner was due to corrosion and therefore CNAN denied Mr. [redacted]’s claim.

As for Mr. [redacted]s’ second part of the complaint regarding CNAN’s phone representative, we invite any opportunity to speak to our representatives and it was unfortunately a moment where a supervisor was on another call. Leaving our initial representative no option but to give Mr. [redacted] the opportunity to leave a voicemail with a supervisor, however, Mr. [redacted] did not leave a message. On June 11, 2013 we have asked a CNAN supervisor to reach out to Mr. [redacted] to speak with him about the claim.

Upon careful review of Mr. [redacted]s’ complaint, we regret that Mr. [redacted] is dissatisfied but we assert that all procedures and contractual duties were performed to the highest standards. Mr. [redacted] has received a copy of the VSC which outlines the Non-Covered Conditions therefore he was aware of the scope of coverage under the VSC.

Should you have any further questions or concerns, please do not hesitate to contact our Claims Department at (800)[redacted].

Sincerely,

Compliance Analyst

Review: I bought there Protection care plus package and I have a severely bent rim and they refuse to replace it as stated in the contract.Desired Settlement: I want my rim replaced

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 [redacted] claim made under the Preferred Tire Care + Plus Contract ([redacted])(“PTC”) on August 25, 2015. More specifically, [redacted] is requesting that CNAN reconsider the determination it made on his claim under the PTC and authorize payment for the replacement of the wheel. For the reasons below, CNAN has determined that [redacted] claim was processed correctly under the terms of the PTC and no additional payments will be made.On August 25, 2015 CNAN received a call from a dealer repair shop serving [redacted] vehicle. The shop indicated that the left front wheel was bent on the outer lip, but there was no air leaking from the tire. By the terms of the contract, CNAN authorized the cost for repair to put towards the replacement, as the wheel was still allowing the tire to seal. In Section 2 of [redacted] PTC, the terms clearly state when only a repair is authorized for a wheel.Section 2. Your Coverage.PREFERRED TIRE CARE “ . . . WE will pay the COSTS to repair or replace the original equipment or like replacement tires and/or wheels of YOUR VEHICLE that fail due to contact with a ROAD HAZARD . . . Wheels are eligible for replacement only if the damage from contact with a ROAD HAZARD will not allow the tire to seal . . . ” (emphasis added).On August 25, 2015 CNAN authorized payment for the repair that the contract provides for. In addition, as a courtesy, CNAN authorized that payment to alternatively be used towards the replacement of the wheel. [redacted] refused the claim payment. CNAN’s authorization of $200 remains in place and available to [redacted]. CNAN apologizes that [redacted] is not completely satisfied with the outcome, but if he, or you, have any additional questions please do not hesitate to contact me at ###-###-#### or [redacted]

Review: It took more than four months to receive the remaining value of a cancelled warranty contract purchased at a dealership involving CNA. The contractual relationship established at the time of purchase did not allow a direct refund because, unbeknownst to me, the warranty was exclusive with the dealership. Because the dealership was sold, my only recourse for transaction has been through CNA but, while they accepted my fax to cancel the warranty, I did not receive any written confirmation of cancellation or how the refund was calculated in accordance with contractual obligation.Desired Settlement: While just recently receiving the refund, I would still appreciate a written confirmation of the cancellation and formulation of the actual numbers to support the amount of the refund. In addition, I want to bring to the attention of the public that this transaction was complicated by the structure of the contract where the dealership was the direct contact rather than being able to work with the warranty company. Because the dealership no longer exists, I no longer had direct recourse with any party, resulting in this prolonged refund process.

Business

Response:

Thank you for the opportunity to reply to the above-referenced communication. CNA National Warranty Corporation (“CNAN”) is committed to customer satisfaction and looks forward to reviewing this file with your assistance. Ms. [redacted] purchased a CNAN vehicle service contract from [redacted] in 2011. [redacted] was sold to [redacted] in 2013. Ms. [redacted] contacted CNAN to cancel her contract on 6/27/2014. On 7/3/2014 CNAN forwarded the proceeds of the cancellation to the [redacted] administrator, [redacted], for finalization of the cancellation and vehicle service contract proceeds inclusion of the dealership portion of the cancellation refund. [redacted] proceeded to cash this check on 7/22/2014. We have verified with Mr. [redacted], on 10/30/2014, upon our receipt of your letter, that he has forwarded the refund to [redacted], Ms. [redacted] lender. Under section 10 “Your Right to Cancel”, the following terms are part of Ms. [redacted] vehicle service contract: Refund Distribution: “If this contract is financed, the lienholder may be named as an additional or sole payee for any refund due.” “The SELLING DEALER, US or OUR ADMINISTRATOR will make a pro rata refund to YOU based upon the elapsed time or mileage, whichever is greater, from the CONTRACT SALE DATE and the CONTRACT SALE MILEAGE, less a twenty-five ($25) dollar processing fee.” By virtue of the terms of the contract, as stated above, Ms. [redacted] refund was delivered to [redacted] and the refund amount was calculated from 7/3/2014, less than three business days from the date of her request. The calculation amount was derived as follows: Payment amount of $3402.0075% refund due calculated by elapsed time = $2552.00 Addition of $25 processing fee Total refund amount = $2577.00 Please accept the above information as confirmation of the cancellation and the method by which the amount was derived. Should you have any questions or concerns, please do not hesitate to contact our office on ###-###-#### or [redacted]

Poor costumer service. You get the run around. It's very easy buying your contract, but the moment you need to file a claim it's chaos. It's very sad that these people are allowed to treat hard working citizens this way. I just hired a lawyer to deal with these people and their poor treatment of their contract holders. My contract will be upheld!

Review: I purchased the extended warranty by CNA when I purchased a 09 Jaguar XJ8 from [redacted] in Sept 2011.

The car is excellent but was losing the coolant due to slow leak - which was not visible - but showed the low coolant light.

In July 2014 I took the car for repair by [redacted] in [redacted] to fix leak. [redacted] had to order parts from the dealer; so they arranged for a rental car for me to use until my car is ready. Accordingly; I picked up the rental car from [redacted] which is close to the [redacted] on Jul 11 and returned it on July 15 when my car was ready. The total rental cost was $159.30.

CNA paid [redacted] for the car repair but denied the rental charges submitted by [redacted]; claiming they ([redacted] / [redacted]) did not get prior authorization for the rental car and submitted the claim too late. The [redacted] charged me for the rental using my [redacted] which I was told was required get the rental car.

I talked to [redacted] (and [redacted]) they insist there is no such requirement for them to get separate authorization for the car rental.

I also read the [redacted] service contact and did not find such requirement.

I talked to CNA customer service twice- they were both very nice - but insist [redacted] should have gotten pre-authorization and [redacted] should have submitted the claim sooner. Apparently they submitted rental claim on Aug 1 - by which time the repair claim was settled!

Obviously all these activities are beyond my scope / control - but I am being penalized. This is UNFAIR.Desired Settlement: I want CNA to be FAIR and honour the contract and send me a check for the rental reimbursement.

I took my 2008 dodge charger into the shop due to a vibration problem. They found some bad bushings in the front end. The shop contacted CNA National. CNA stated they would cover the repair. I returned to the shop the following week. CNA refused to honor the repair, CNA stated I had gone over the mileage warranty by 33 miles. I called CNA to try and resolve the matter. The CNA representative stated there was nothing he could do. I asked to talk to his supervisor. He stated that is not possible. I assured him I would inform everyone I know about CNA and how they treat their customers.

bought a bmw z-4 from private party took over cna's warrenty for a small fee. march 2014 had a small transmission leak. took to bmw dealer in okc. no problem at all. cost 786.96 to fix I paid $100 deductable. z-4 is now in bmw in tulsa for sticky steering around 3500 to fix.paid for rental car. have to pay 1 hour labor extra cause dealer does'nt have contract with them. $100 deductable extra hour labor can't beat that. good company.

I bought my car when it was 4-5 years old and knew I'd be smart to buy the extended warranty as repairs can add up and be very costly. I was correct. My 2007 Audi A4 was chugging, spitting and actually died on me at a stop light. I restarted it, thank gosh and drove straight to my dealership to see what was going on. There were many cylanders and such that had evidently worn out and one repair lead to another and even through the ordering parts, pieces and more parts and pieces over a 2 week period, my CNA Extended Warranty covered nearly everything! I paid $17.00! The repairs would have been in the thousands! I won't ever be without not only an extended warranty, but more specifically, without a CNA Extended Warranty! I'm so happy with my car and CNA! Thank you!