CNA National Warranty Corporation

Review: The heated/cooling seats quit working so I contacted the Ford Dealer. We brought it in for diagnostic testing as required for our warranty. The dealer's service department said the problem was that the tube under the seat was squished. The warranty company told the dealer that the repair would not be covered because it was the seat. Our warranty document states that the "upholstery" isn't covered. But, this problem is with parts WITHIN the seat. The reason why we purchased the warranty (over $2000) is for the electronics especially the heated/cooled seats and the electronic parts of the seat (moving it around). We even clarified that with the dealer when we purchased it. The upholstery on the seats are fine!Desired Settlement: I want my heating/cooling seats repaired for both front seats. This should consist of fixing the tube(s) and/or the spring that's squishing it.

Business

Response:

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

Review: My husband purchased a 2004 Jaguar STYPE from [redacted] in June, 2014. Within 30 days this car started having problems. As of July I had taken the car to several different repair shops and finally back to [redacted] who recommended that I purchase a warranty. The salesmen and service associate advised me that I should not make a claim until 60 days after purchasing that warranty. Sixty days later I had the car towed back to [redacted] who informed me that I needed a transmission. Upon making the claim 60 days later that warranty company denied my claim on the grounds that I had continuously driven the car with low transmission fluid. I tried to explain to them that I did not drive the car and that it had sat for 2 months and that I had taken several different places to have the fluids topped off.Desired Settlement: I want CNA to honor the warranty

Business

Response:

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

Ms. [redacted] has expressed dissatisfaction with CNA National Warranty Corporation’s (“CNAN”) disposition of her claim. Specifically, Ms. [redacted] has stated that her vehicle experienced a failure and she was informed by the selling repair facility to purchase a service contract in anticipation of making a significant claim. This statement is in direct contravention of our agreements with dealerships and repair facilities and we are actively pursuing a full investigation of the repair facility at this time. An inspection report and analysis of the details surrounding this claim is taking place. We kindly request additional time to liaise with the facility and will respond upon our conclusion shortly.

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

Sincerely,

Compliance Department

Review: I obtained preapproved for authorization to get rental car per the CNA customer representative name [redacted] at ###-###-####. I obtained this car service warranty through [redacted]. They did not honor payment to [redacted] rental, after 3 months of non payment I had to pay the remaining balance of $60.00. They only honored partial refund of the total balance which is ridiculous do to the fact that they authorized the rental car for 4 days with [redacted] Car Rental on the day of the rental 6/62014 and still they did not honor it. [redacted] the CNA representative said I had a valid reason to get the rental car, and not to worry that it would be covered as part of my warranty, he said he didn't want me driving my car because I could damage the motor, go get a rental car. They owe me a refund of $60.00. My CNA Contract number is [redacted]. CNA please pay me back.Desired Settlement: Refund of entire balance which would be $60.00My CNA Contract number is [redacted]. CNA please pay me back.

Business

Response:

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

Review: [redacted]To whomever it may concern:I am writing this department in hopes to gain some type of refund on my GAP insurance policy. The company in question is CNA national warranty corporation headquartered in Chicago, IL. The company has not returned any of my phone calls or email messages in the past week. I am trying to cancel my guaranteed auto protection (GAP) policy. My policy information is listed below.[redacted]Thanks,[redacted]

Product_Or_Service: Guaranteed Auto Protection (GAP)

Order_Number: CUST#[redacted] Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I am seeking a refund for the cancellation of my guaranteed auto protection policy (GAP).

Business

Response:

Dear Ms. [redacted]:Thank you for the opportunity to reply to the above-referenced complaint. In the complaint, Mr. [redacted] has attempted to cancel his GAP Waiver addendum but has experienced difficulties by virtue of contacting the wrong office.Within Mr. [redacted]’s GAP Waiver addendum, under the section titled “Cancellation”, the method of cancelling the agreement is through a written notice sent to the automotive dealer. Mr. [redacted]’s dealer is listed as [redacted] and their phone number is ###-###-####.Should you have any questions or concerns, please do not hesitate to contact our offices at ###-###-####. Sincerely, [redacted]

I have MaxCare extended service plan administered by this company. My car is at the dealership due to a safety issue. They are not very helpful at all in securing a rental car for me to use while my car is being fixed. I have a grandson that lives with me-22 mos old and I work. A rental car for $40/day for 7 days is supposed to be covered.

Review: I purchased Service Contract [redacted] in conjunction with a used automobile on January 1, 2013. The term of the contract verbally discussed with the Dealer's sales representative (AUTHORIZED SALES AGENT FOR CNA NATIONAL WARRANTY CORPORATION) and supported by the point-of-sale marketing material produced by CNA National Warranty Corporation and provided to Dealer/Agent represented the contract as a "36 Month / 30,000 Mile contract expiration". There was not a conspicuous notice that the contract would also contain a limitation on the value that CNA National Warranty would pay out under the contract. The actual contract was not provided for review until after a commitment to purchase the contract was made.

In reliance on the marketing materials and statements made by the Dealer/Agent, I purchased the contract, paying approximately 59% of the purchase price of the vehicle. If either the marketing materials or the Dealer/Agent had specified that CNA's liability would be limited to the purchase price of the vehicle, I would not have paid so much for the contract. CNA's marketing and sales materials deceptively create an expectation on the behalf of consumers such as myself that is inconsistent with the written terms of the contract.

The covered vehicle needs repairs in order to be driven safely. CNA has approved most of the repair amount, but has specifically excluded some parts and labor that would otherwise be covered, citing their limitation of liability. The dollar value of the difference is less than $500.Desired Settlement: I am looking for CNA to cover all parts and labor originally contracted for without their limitation of liability being pegged to the purchase price of the car. The difference is less than $500.

Business

Response:

Re: Complaint #[redacted]

Dear Dispute Resolution Consultant:

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

CNA National Warranty Corporation (“CNAN”), as the administrator, has received [redacted]’s letter expressing his dissatisfaction with the outcome of a claim made under the vehicle service contract (ZCA-[redacted]) (hereafter “VSC”).

The VSC states, under Section 13, Limit of Liability:

“The limit of OUR liability for any repair visit is the fair market value of YOUR VEHICLE immediately prior to the BREAKDOWN. The total amount WE will pay for all claims throughout the contract term shall not exceed the purchase price of YOUR VEHICLE as shown on Page 1.” (emphasis added)

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

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

CNAN apologizes that Mr. [redacted] is not satisfied with the outcome of his claim, but CNAN asserts that all obligations under the terms of the VSC were performed to the highest of standards. Should you have any questions or concerns please do not hesitate to contact me at ([redacted] 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.

I do not dispute the existence of the contract term limiting liability. I do, however, contend that the company and its sales agent, [redacted] of [redacted], materially misrepresented the terms of the contract, to wit:

[redacted], as authorized sales agent for CNA National Warranty Inc. made representations that the contract was limited: (1) to the covered items listed in the marketing material; (2) to the duration of the contract as measured by (a) elapsed time, in this case 36 months; and (b) elapsed mileage, in this case 30,000 miles. No mention was made of a dollar limitation on the contract.

The first page of the contract is where the signatures are located. Within 1 1/2 inches above where the signatures are placed, the contract specifically states "Expiration of coverage is determined by the Expiration Date or Expiration Mileage shown above, whichever occurs first." No mention of a dollar limitation on the contract occurs until the very final page.

The marketing and sales support materials which CNA National Warranty Inc. produced or caused to be produced on its behalf and distributed to its authorized sales agents, of which [redacted] of [redacted] is included, either (a) makes no mention of the dollar limitation or (b) any such mention if included is not conspicuous enough to prevent misleading consumers.

CNA National Warranty Inc. has attempted to disclaim statements made by [redacted] of [redacted] by suggesting that the dealership is not actually an agent working on behalf of CNA National Warranty. This is disingenuous as the contract is signed by the Dealership Salesperson, which clearly indicates that CNA National Warranty Inc has authorized [redacted] of [redacted] to act as its agent and bind CNA National Warranty under contract.

I PURCHASED A EXTENDED WARRANTY THRU CNA WHEN I PURCHASED MY NEW 2010 GMC SIERRA. THE TRUCK HAD A LIFT KIT THAT WAS DONE FROM THE FACTORY. CNA TOOK MY MONEY BUT WHEN I HAD ISSUE WITH TRANSMISSION THEY WOULD NOT COVER ISSUE BECAUSE TRUCK WAS LIFTED. ALSO I HAD A SEAL LEAKING ON POWER STEERING AND THEY WOULD NOT FIX EITHER BECAUSE TRUCK HAD LIFT KIT. THEY DON'T STAND BEHIND THERE PRODUCT.

I purchased a 2006 BMW 325I with 83,000 miles 2 years ago. I also purchased the CNA warranty - I would have been bankrupt without this warranty! They have paid for almost everything that needed to be repaired to include a new transmission and water pump! Thank God for my CNA Warranty!!