Welch Construction Corp.

Thank you for the opportunity to reply to the above-referenced complaint. As requested, please find a copy of the contract for your review. Should you have any further questions or concerns, please do not hesitate to contact our Claims Department at (***)***-***. Sincerely, [redacted] Compliance Analyst

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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.The complaint response by CNA is all about their decision on what they were going to cover While I am in disagreement with their decision, my original complaint dealt with the horrible customer service provided by CNA.Their customer service reps were rude on the phone and refused to allow me to speak to a supervisor or to even give a supervisor a message to contact me It wasn't until I threatened this complaint that I was told they would give my message to a supervisor, but don't expect to receive a call Coincidently, a supervisor finally did contact us once this complaint was officially filed The response provided here by CNA supports their disconnect and ambivalence towards customer service: reciting "policy language" with no attempt to have a conversation or to listen to concerns.Furthermore, the dates listed in their response, as far as the authorized teardown of the vehicle and notification to CNA, are disputed by both me and the repair shop CNA's response is that they are right because they document all conversations and this is what they have listed However, by their own admittance, they do not have documentation of a phone call I made to them asking questions about this claim Also, they admit a delay in the inspection of the vehicle at the shop due to the inspector not receiving the email requesting the inspection Their response was that the email error was not in their control In addition, CNA will not provide me a written report or photos of the inspection for my future reference, claiming it is their "work product." I feel like this would be important information for me to have in the future maintenance of MY vehicle.This is one of the worst customer service interactions I have ever experienced!Regards,*** ***

Mr*** has expressed his dissatisfaction with CNA National Warranty Corporation’s (“CNAN”) handling
of his claimAs always, CNAN is dedicated to customer satisfaction and welcomes any opportunity to address his
concerns regarding this matter
Mr*** would like an explanation regarding
the timing of the repair and why certain parts were not
coveredCNAN would be happy to explain the process: • On 1/26/Mr*** authorized the “tear down” of his vehicle with his repair facility; this was a
Monday
• On 1/29/CNAN was notified by the repair facility that the vehicle was ready for inspection; this was a
Thursday
• On 2/2/The local inspector attended the repair facility; this was a Monday
• On 2/3/the inspection results were called in to CNAN and the authorization of approved claims
ensued
Additionally, with regard to why certain parts were not covered under his claim, please note that Mr***
service contract states within Section 7, (10) and (11):(10) Any BREAKDOWN caused by sludge buildup, contaminants, foreign objects; improper
amount or type of fluids, lubricants, coolants or refrigerants; or lack of required maintenance as
set forth in Section 8, “Your Responsibilities for Service and Maintenance.”
(11)Any damage resulting from continued operation or caused by YOUR failure to take
reasonable precautions, such as stopping your vehicle immediately or having it towed, to
prevent further damage when an apparent problem exists
Mr*** service contract did not cover certain parts because of continued operation without
proper fluid levelsCNAN did contribute towards the resealing of the transfer case, plus labor, in spite
of this factPlease note that Mr***, in order to avoid inconvenience, could have utilized the rental
car coverage which would have allowed him, at the expense of CNAN, to rent a car for up to days.CNAN regrets that Mr*** is dissatisfied but asserts that all procedures and contractual
duties were performed to the highest standardsShould you have any further questions or concerns,
please do not hesitate to contact our Claims Department at ###-###-####

Thank you for the opportunity to reply to the above-referenced complaint
Ms*** has expressed her dissatisfaction with CNA National Warranty Corporation’s (“CNAN”) handling of her claimAs always, CNAN welcomes any opportunity to address her concerns regarding this
matter.
Ms***, in her complaint, would like to be refunded a diagnostic charge of $She feels this should be refunded because, although her contract has expired, she did not know this fact and she would not have taken her vehicle in for a diagnosis if she knew the contract had expiredShe has stated that upon calling our offices we allegedly informed her that she should take it in for a diagnosis. Upon reviewing the call wherein Ms*** spoke with our offices, it was recorded that Ms. *** stated she was currently at her repair facilityMs*** asked if we covered rental vehicles during the call and our claims department stated yes if a covered repair was requiredThe claims department then requested that the repair facility call our offices regarding the vehicleThe repair facility subsequently called our offices with the information, including the odometer reading, which evidenced the expiration of the service contract
CNAN regrets that Ms*** is dissatisfied but asserts that all procedures and contractual duties were performed to the highest standards. Should you have any further questions or concerns, please do not hesitate to contact our Claims Department at (***)***-***.
Sincerely,
*** ***
Compliance Analyst

Thank you for the opportunity to reply to the above-referenced complaint.*** *** has expressed dissatisfaction with CNA National Warranty Corporation’s (“CNAN”) administration of Mr.*** claim made under the Maxcare Service Contract (***) (“***”)In particular, Mr
*** is seeking clarification on the additional amounts Mr*** is being asked to pay by *** *** *** (“Repairing Dealership”) Mr*** first brought his vehicle into the Repairing Dealership upon experiencing a breakdownInitially, Mr*** vehicle was brought into a ***, however because of the problems Mr*** was experiencing, *** was unable to perform the teardown required and Mr*** then brought the vehicle into the Repairing Dealership to assess the breakdown and teardown the engine in order to expose the cause of failure When the vehicle arrived to the Repairing Dealership, the Repairing Dealership immediately requested CNAN for an authorization to replace the enginePrior to authorizing a replacement engine, CNAN requires that the engine be torn down in order to accurately diagnose the cause of failure Under Your Responsibilities, the VSC states that Mr*** agree to “Authorize the Repair facility to perform the necessary diagnostic work and provide ‘teardown authorization’ so that the Repair Facility can provide an accurate diagnosis and estimate of repairs.” Further, that Mr*** “Allow the Administrator to examine Your Vehicle if the Administrator asks to do so.” The Repairing Dealership tore down the engine and CNAN obtained an independent inspection on December 4, The independent inspection confirmed that the cause of failure was a failed water pump and warped heads on the engine caused by overheatingCNAN subsequently authorized a replacement engine to be supplied by the Repairing Dealership on December 8, The authorization for the replacement engine included the following costs: towing the vehicle into the Repairing Dealership ($95.00), the engine and its reasonable and necessary costs to replace the engine including necessary labor ($4,883.74), rental charges incurred by Mr*** ($320.00), Repairing Dealerships diagnoses and testing ($185.00), and associated taxes ($172.60), less the deductible paid by Mr*** ($300), altogether totaling $5,483.74 that was authorized by CNANCNAN’s authorization to the Repairing Dealership included the breakdown of the authorized charges above, and was expressly provided to the Repairing Dealership on December 8, The VSC promises “to pay reasonable and customary charges for Parts and Labor necessary to repair or replace the Parts coveredThese charges shall not exceed manufacturer’s suggested retail price for Parts and labor allowances derived from the most current national recognized labor time publications.” [emphasis added]According to the *** Labor Guide, the current national recognized labor time publication, the necessary and reasonable labor time for replacement of the engine in Mr*** vehicle was a total of hoursThe hours can be broken down by applying hours for removal and replacement of the long block and hours for diagnoses and tear down of the engine for inspectionCNAN authorized hours of labor time for Mr*** claim, this was also reiterated to the Repairing Dealership on December 8, Unfortunately, the Repairing Dealership charged Mr*** for hours of labor time rather than the hours that CNAN authorized pursuant to the current national recognized labor time publication, *** Labor GuideAs a result, Mr*** was left with an additional charge of $by the Repairing Dealership Mr*** should direct the request for adjustments directly to the *** *** ***If you or Mr*** have any additional questions please do not hesitate to contact me directly at ###-###-####

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.
I would like to receive a copy of my contract. 
Regards,
[redacted]

Thank you for the opportunity to reply to the above-referenced complaint.  CNA National Warranty Corporation will be authorizing a contribution to assist finalizing the  claim made by [redacted] under her [redacted] Service Contract ([redacted]). CNA National Warranty...

Corporation will be in touch with [redacted] and [redacted] on January 9, 2015 in order to resolve Ms. [redacted] request.   Should you or Ms. [redacted] have any questions or concerns upon speaking with CNA National Warranty’s representative on January 9, 2015, please do not hesitate to contact me directly at (###) ###-####  x###.

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

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]...

[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]

Thank you for the opportunity to reply to the above-referenced complaint.  As requested, please find a copy of the contract for your review.
Should you have any further questions or concerns, please do not hesitate to contact our Claims Department at ([redacted])[redacted]-[redacted]. 
 
Sincerely, 
[redacted]
Compliance Analyst

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]

[redacted] Revdex.com [redacted] 
[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] 
[redacted] Sincerely, Compliance Department

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