National Warranty Administration Network, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Once again, this is just flat unacceptable.  I don't care what numbers NWAN claims they agreed to, this issue should be resolved between [redacted] who performed the work, and NWAN.  I, the consumer, am in the middle of this mess and this should not be my concern to take care of.
Regards,
[redacted]

Thank you for advising of [redacted]’s response regarding his Vehicle Service Agreement (“Agreement”) which NWAN, Inc. (“NWAN”) administers and his claim for the actuator replacement on his Vehicle.  As stated in the initial response, it appears that the repair facility overcharged Mr. [redacted] for the part that was replaced and billed for more hours than was necessary to replace it.  The Agreement covered the repair to Mr. [redacted]’s vehicle; however, the Agreement will not cover costs that are inflated.  In this case, NWAN advised the repair facility of the amount covered by the Agreement, and NWAN also advised that anything over and above the amount covered by the Agreement would be Mr. [redacted]’s responsibility.  However, the repair facility charged Mr. [redacted] more than what the Agreement would cover, and Mr. [redacted] paid the repair facility directly for the work at the inflated cost.  Thereafter, NWAN submitted a reimbursement for the amount covered by the Agreement (less the deductible) to Mr. [redacted] in a timely manner.   NWAN remains available to assist Mr. [redacted] with any future claims under the Agreement.

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

Thank you for bringing to our attention [redacted]’s complaint regarding his claim for transmission failure under the Warranty Forever® Agreement (“Agreement”), which was provided to him at no additional cost with the purchase of his [redacted] (“Vehicle”) from Team [redacted].  NWAN,...

Inc. (“NWAN”) is the administrator of the Agreement.  As with all warranty programs, the Agreement has certain guidelines that must be followed to ensure that the Vehicle is properly maintained.  The Agreement requires performing customary maintenance and special maintenance services according to the manufacturer’s guidelines outlined in the owner’s manual.   According to the Vehicle’s owner’s manual, the special maintenance service that must be performed at 60,000 miles includes replacement of all spark plugs.  In this case, the special maintenance service was missed and is now 13,100 miles overdue.  As such, the Agreement guidelines were not followed, and the Agreement is now void.   In addition, no claims for prior repair work have been adjudicated or paid under the Agreement.  According to the records provided to NWAN on July 5, 2016, the repairs that were previously performed to the Vehicle, which include replacement of a spark plug, oil pan and engine coil, are not covered by the Agreement.  It appears that these repairs were performed to the Vehicle at Team [redacted]’s cost.   Performing all customary maintenance including special maintenance services is an integral part of the Agreement that NWAN administers, and failure to do so invalidated the Agreement such that neither Team [redacted] nor NWAN have any further obligations thereunder.  NWAN takes pride in the quality of its products and services it offers to vehicle owners, and we sincerely wish Mr. [redacted] the very best.

Thank you for bringing to our attention [redacted]’s complaint for the denial of his claim under the NWAN GAP Waiver Addendum (“Agreement”).  The Agreement provides for a waiver of sums after a total loss of a vehicle which represent the difference between the actual cash value of Mr....

[redacted]’s 2007 Yamaha YZRF1 (“Vehicle”) and the financing contract balance, with certain terms and conditions applied.  NWAN, Inc., (“NWAN”) administers the Agreement that Mr. [redacted] purchased at the time of purchasing the Vehicle from [redacted] (“[redacted]”). Mr. [redacted] incurred a total loss of his Vehicle, and as such, initiated a claim with NWAN under the Agreement for a waiver of sums due (“Claim”).  The Claim was denied for failing to comply with the Agreement terms.  A timeline of the Claim is as follows:   On May 19, 2016, Mr. [redacted]’s insurance carrier issued its settlement pay-off.  Per the terms of the Agreement, a claim must be submitted within 180 days of the insurance settlement together with all the required documents.   On May 24, 2016, Mr. [redacted] contacted NWAN to start a claim under his Agreement. NWAN emailed the required Notice of Loss form to Mr. [redacted] at his requested email address.  The Notice of Loss form contains information on the documents required to start a claim. NWAN also advised Mr. [redacted] to have the dealership start the cancellation process of the service contract which also covered the Vehicle in the instance of a mechanical breakdown.  NWAN did not advise Mr. [redacted] that the service contract must be cancelled before the Claim under the Agreement can be initiated.   On June 2, 2016, NWAN was contacted by Mr. [redacted] once again to start a claim under his Agreement. NWAN emailed a second Notice of Loss form to Mr. [redacted].  NWAN advised Mr. [redacted] of the documents needed in order to complete the GAP claim as outlined in the Agreement.  NWAN advised Mr. [redacted] we would need to know the cancellation refund amounts when calculating the amount of the GAP claim, but the GAP claim can be initiated before the service contract cancellation is finalized. Mr. [redacted] advised that he had already contacted the dealership to cancel his service contract.   On November 18, 2016, NWAN received a request for a cancellation quote for the service contract which was submitted by the lender.  NWAN provided the cancellation quote back to the lender and processed the cancellation on the same day.  NWAN was also contacted by [redacted] to inquire if a claim was initiated. NWAN advised that after speaking to Mr. [redacted], documents required to start the Claim were not provided.  NWAN also advised that a cancellation quote was requested by the lender. NWAN advised that a GAP claim under the Agreement could be initiated before the service contract has been cancelled, but that the service contract does need to be fully cancelled before the GAP claim can be finalized and paid. NWAN also sent a third Notice of Loss form to initiate the GAP claim directly to [redacted].   On January 31, 2017, NWAN was contacted by the lender to inquire if a claim was initiated.  NWAN advised the lender that both Mr. [redacted] and [redacted] have contacted NWAN, but NWAN has not received any documents required to initiate the Claim.  The lender requested to start a claim, and NWAN sent a fourth Notice of Loss form to the lender.   On February 1, 2017, the lender sent NWAN incomplete documents.  NWAN reached out to Mr. [redacted]’s insurance company requesting a copy of the cause of loss letter and valuation report.   On February 2, 2017, the lender sent NWAN the remaining required documents to begin the Claim, and on February 3, 2017, NWAN properly denied the Claim as the documents required to proceed with the Claim were not submitted within the 180-day timeframe as set forth in the Agreement.  NWAN responded in kind by providing a letter with an explanation of the denial of the Claim to Mr. [redacted].   The Agreement provides the following: “A Qualifying Loss must be reported to the Administrator within 180 days from the Settlement Date. No amount will be waived for any Qualifying Loss reported after 180 days.”  The Agreement also sets forth the required documents to provide upon submitting a claim, and states that NWAN cannot obtain the required documents for the customer.  A claim may be submitted by either the customer, the dealership, or the lender.  In this case, Mr. [redacted]’s insurance carrier issued the settlement on May 19, 2016. NWAN received the required documents on February 2, 2017, which is 259 days after the settlement was issued by the insurance carrier.  Since the terms of the Agreement state that the claim must be initiated within 180 days from the date of settlement, the Claim was denied.   NWAN promptly and accurately advised all parties of the Agreement’s terms and processed the Claim once all required documents were received; however, the Claim documents were not received timely per the terms of the Agreement.  Since the Agreement terms were not followed, the Claim was properly denied.  Following the Agreement’s terms is an integral part of the Agreement that NWAN administers.  NWAN takes pride in the quality of its products and services it offers to vehicle owners, and we sincerely wish Mr. [redacted] the very best.