Hess Piano Service

Dear Dispute Resolution Specialist and Ms*** ***Based on the information provided, we were unable to find any record of Ms*** contractIf MsStiles would provide us with the contract number and/or the vehicle VIN number, we will be better able to assist herOnce this information is
received, we will do another search of our database, and if and when her information is located, we will review her complaint and respond accordinglyWe apologize for any inconvenienceSincerely,Jessica H***Compliance Attorney

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.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,
[redacted]

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 ###-###-####.

Please see attached. Thank you.

March 1, 2016Although I fully understand the response as it relates to my repairs anc contract, I believe CNA needs to be flexible here. Evidently, CNA had a new service writer handling this transaction and he was unaware of all the hoops he had to jump through in...

order to reach a completion. I do not believe two wrongs make a right and CNA should consider paying the dealership at least for the parts utilized on the car. The repairs were completed and confirmed by another Ford Dealer. I, the owner, originally viewed the leaks on my garage floor and that was the total reason to have the car serviced. I was inconvenienced in many ways as a customer, both by Mitchell/Selig Ford and CNA. This is not the first time I have had problems getting reimbursement for rental vehicles. As a customer that bought an extended contract in good faith from Crowley Ford in Plainville, Connecticut, I reasonably expected that I would be reasonably compensated for repairs and rentals. I am not responsible for the dealer's actions in this case, therefore, I should be reimbursed for the Enterprise rental as I was told by several CNA Reps when the car was at Mitchell/Selig Ford in Windsor, CT. It is my recommendation that all parties here suffer due to a mistake of a service writer that was grossly inexperienced in the processing of a warranty claim. Quite possibly, CNA can find it in the spirit of good customer relations to make a reimbursement of some type here. This is a sizeable bill for Mitchell/Selig to sustain and for a working person as myself, the rental money is nothing to sneeze at either.Please consider some type of reimbursement despite the poor handling by the inexperienced service writer.  Sincerely, [redacted] C. [redacted]

Dear Dispute Resolution Consultant: October 17,2016 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 is committed to  customer  satisfaction. CNAN resolves claims  in  accordance  with  program guidelines,contract terms and provisions.It is our  understanding that  Mr. [redacted]  is dissatisfied with  the  adjudication  of his September  19, 2016  claim  made  under  his  Harley-Davidson  Extended  Service Plan (HDV-[redacted])   ("Contract")  associated  with   the   2005  VRSCB Harley-Davidson   Motorcycle
("Motorcycle"). Specifically, Mr.  [redacted]  has requested  that  CNA National  Warranty Corporation  ("CNAN") reconsider  the denial of the September 19, 2016 claim. For the reasons
stated  below,  CNAN has determined that  Mr.  [redacted]'s  claim  was adjudicated  correctly under the Contract terms and no repairs will be authorized.On September  29, 2016, Mr. [redacted]'s  selected  repair  facility  contacted  CNAN to provide  the  diagnosis and also reported that the Motorcycle had obvious 
signs of neglect.At this time, CNAN ordered  a third party  inspection  to determine the  extent of the neglect.The inspection was completed  on the same day. The inspection findings concluded the Motorcycle's cause of failure  was "a severe overheat causing damage through the engine." This conclusion is supported  by pictures  which illustrate a number  of parts that  were corroded, melted, or had extensive  damage, the  extent  of  which  could  only  have happened  due to the  Motorcycle's continued  operation  while   in   an   overheated   condition.Photographs   of   the   damaged
Motorcycle parts including the water pump as well as an additional explanation  of the damage is included as Exhibit A. Furthermore, the  inspection  report indicates  that  the  crusty  coolant  build  up on the water  pump  indicates  that  it had  been  leaking  for  a long  time. When  the  Motorcycle  was brought into  the  repair  facility,it had only  eleven(11) ounces out  of eighty  (80) ounces of coolant required,and what did remain was diluted. Therefore, based on  the  information provided  above, Mr.  [redacted]'s claim  for  an engine replacement was denied in accordance with Section 5. Non-Covered Parts,Services and Conditions,subsection D. Non-Covered Conditions:II 10. Any damage, even to a Covered Part, resulting from continued  operation or caused by Your failure  to  take reasonable precautions to prevent  further damage when an apparent  problem  exists, such as
stopping Your Motorcycle immediately or having it towed." (emphasis added). CNAN regrets that  Mr. [redacted]  is dissatisfied  with  the processing of his claim,but asserts that all procedures  and contractual duties were performed to the highest of standards. If you have any questions,
please contact me at c[redacted].

Revdex.com:
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,
[redacted]

Please see attached response. Thank you.

Revdex.com[redacted]Re:       Complaint #[redacted]Dear
Dispute Resolution Consultant:     [redacted] has expressed
dissatisfaction with CNA National Warranty Corporation’s (“CNAN”)...

management of
Mr. [redacted]’s contract. CNAN acted in accordance with the terms of the ESP, did
not act illegally, unethically, or fraudulently and Mr. [redacted] has already
received a full refund for the ESP in the amount of $1,977.00.     On April 28, 2013, Mr. [redacted] purchased Extended
Service Plan Contract No. [redacted] (“ESP”) along with the purchase of a
2001 Harley-Davidson Motorcycle (“Motorcycle”) at Chicago Harley-Davidson (“the
Dealership”). The Motorcycle, being over twelve (12) Calendar years old, was
ineligible for the ESP program. Following the determination that Mr.
[redacted]’s Motorcycle did not conform to program requirements, CNAN followed
all necessary procedures and protocol to facilitate the refund and provide notice
to Mr. [redacted].     Within 30 days of Mr. [redacted]’s purchase of
the ESP, CNAN attempted to facilitate the refund and provide notice to Mr.
[redacted]. CNAN sent the Notice of Ineligibility to the address provided by
Mr. [redacted] on May 24, 2013 and it was subsequently returned to CNAN as
undeliverable. CNAN then notified the Dealership of the problem, and forwarded
the returned notice of ineligibility unto them. Also in May 2013, CNAN began
the refund process by sending Mr. [redacted]’s fee back to the Dealership. At
that time CNAN and the Dealership attempted to locate a current address for Mr.
[redacted].     On August 27, 2015, Mr. [redacted] called and
inquired about his ESP being void. Mr. [redacted] said CNAN never notified of
his contract being void until he went to make a claim. Mr. [redacted] also said
he never received a refund for the ineligible contract and asserted that CNAN
should have turned in his refund to the Illinois Department of Unclaimed
Property.     In regard to the refund and escheatment claim,
CNAN was neither legally nor ethically required to turn over Mr. [redacted]’s
refund to Illinois Department of Unclaimed Property, as such funds would not
even be considered unclaimed and subject to the Illinois Unclaimed Property Act
until 2018.765 ILCS 1025 Uniform Disposition of
Unclaimed Property Act Section 2a. (a)Business associations shall report, pursuant
to Section 11 of this Act, all property and any earnings thereon to which the
owner would be entitled that have remained unclaimed for 5 years and are therefore presumed abandoned (emphasis added).          Mr.
[redacted] has already received a full refund for the ESP in the amount of
$1,977.00. The refund was provided to him within the 5 year measurement of
abandonment, and as such these funds never were nor ever could be considered
unclaimed. Furthermore, any funds received by CNAN for Mr. [redacted]’s ESP
were sent back to the Dealership in order to begin the process to facilitate
the refund to Mr. [redacted]. The first page of Mr. [redacted]’s contract
states:YOU are hereby advised that in the event of
cancellation of YOUR contract for reasons other than repossession or a total
loss of the MOTORCYCLE, any resulting refund will be made payable . . . and
forwarded to the SELLING DEALER. (See Section 9. “Contract Cancellation”).Section 9. Contract Cancellation explains that
in the event of a cancellation, “the SELLING DEALER will refund the full
purchase price of this contract to YOU.” CNAN did not keep or profit from any
funds paid by Mr. [redacted] for his service contract.     CNAN was not required to turn over Mr.
[redacted]’s refund to Illinois Unclaimed Property within the last 28 months,
nor did CNAN have any reason to believe that Mr. [redacted] was not refunded in
2013. However, CNAN understands Mr. [redacted]’s frustration and has extended
an offer of $300, which the Dealership has agreed to match, in an effort to
ensure quality customer satisfaction.     In regard to notice, Mr. [redacted] said that
CNAN never notified him that the contract was ineligible. On the first page of
the ESP, Mr. [redacted] signed and acknowledged that he had “READ, FULLY
UNDERSTOOD, AND ACCEPT[ED] THE PROVISIONS OF THE CONTRACT”. The first page of
the ESP also contains the following provision:“A USED MOTORCYCLE is any eligible MOTORCYCLE
. . . which is less than twelve (12) calendar years old . . .”. Mr. [redacted] purchased a 2001 model in 2013.
At the point of sale, the Motorcycle was over 12 years old and not eligible for
the ESP. This provision, accompanied with Mr. [redacted]’s acknowledgment,
should have put Mr. [redacted] on notice that the Motorcycle was ineligible for
the ESP.            Nevertheless, CNAN received Mr.
[redacted]’s paperwork and fee for the ESP. Section 12 of Mr. [redacted]’s ESP
explains that CNAN, as the administrator of the ESP, has the right to correct a
contract as necessary, should the information on Page 1, which includes
eligibility requirements, not conform to the program guidelines. Section 12 CONTRACT SPECIFICS AND
LIMITATIONSIf any of the information provided in Page 1
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 YOU at your address of record by first class
mail a Vehicle Service Contract Endorsement with the necessary corrections (emphasis added).CNAN
made the first attempt to notify Mr. [redacted] by sending him a notice of
ineligibility on May 24, 2013. This notice was sent to Mr. [redacted]’s address of record. The notice of ineligibility was returned to CNAN as undeliverable
with the label: “ATTEMPTED-NOT KNOWN”.             The address Mr. [redacted] provided
on April 28, 2013 was no longer a valid address for Mr. [redacted] on May 24,
2013, just 25 days after Mr. [redacted]’s purchase. Providing a proper address
or notification of a change in address is the responsibility of the customer.
CNAN had no way of knowing that the address provided by Mr. [redacted]’s was
not valid, nor would CNAN have been able to acquire the proper address without
Mr. [redacted] providing that information. Unable to send the notice of
ineligibility directly to Mr. [redacted], CNAN sent notice of the problem to
the Dealership, as another attempt to notify Mr. [redacted].             CNAN regrets that Mr. [redacted] is
dissatisfied with CNAN’s management of his contract, but asserts that all
procedures and contractual duties were performed to the highest standards and
in accordance with the law and terms of the ESP. CNAN attempted to notify and
facilitate the refund to Mr. [redacted] within 30 days of his purchase and CNAN
did not act unethically, illegally, or contrary to the terms of the ESP in the
management of Mr. [redacted]’s contract.If you
have any questions, please contact me at [redacted]. Thank you.Sincerely,[redacted]

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.

CNAN has reviewed its files for the customer, and the total amount of the refund should be $533.00 - as the refund amount was the prorated.  The refund is to be issued by the selling Vehicle Dealer to either the customer, or if an outstanding loan amount on the vehicle, then to the lien holder.

Please see attached response.

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

[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.]
Revdex.com:
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,
[redacted]

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

[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.]
Revdex.com:
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,
Melissa [redacted]

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 ###-###-####.