ComplaintsforNational Automotive Experts/ NAE/NWAN ( A Portfolio Company)

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I am to pay $5320.65 and **** $579.29. The story, I bought my **** ****** on March 19, 2022 and at that that time I was very happy with my purchase, as I like that style of Ford and I specifically looked for that color. The next day I noticed that there was a film on the inside bottom part of the window, and I called the dealership and asked them about it. I spoke to the salesman *** and he gave me some advice on maybe how to clean it. I asked him if maybe it was due to the previous accident and he assured me that that wasn’t so. Shortly after that, I had problems with the **** ******** ***** ***** and had to replace that at a cost of $117.83. It wasn’t too long ago after that I ended up replacing the window which cost $237.60. I also ended up having to replace the front strut mounts at a cost of $140.79, because there was a loud creaking sound from the front of the vehicle. My extended warranty from **** covered $291.58 of this repair. As if that wasn’t enough, my front right headlight went out, and I found out that the plug from the electrical harness had shorted out the headlight assembly and both needed to be replaced. That ended up costing me $775.84. My extended warranty with NWAN covered $287.71. They didn’t cover the headlight assembly even though it was damaged by the wiring harness short. I also had to replace the driver’s side headlight bulb. After that, I thought that all the repairs would be done, oh no, my driver side headlight went out again and I took it in to get it checked out. I had also had some issues with performance that I wanted them to check out. NWAN didn't cover anything, a wiring harness issue again, but the worst part was that I found out that my transmission had a crack that was it leaking from the previous accident. They had tried to JB Weld it and it didn’t work. The cost for repairs was going to be $4336.30. Nwan isn't worth it.

  Customer response

  11/07/2022

  Hello,

  NWAN's response letter infers that due to an accident (I didn't have), negligence, abuse, and negligent repairs, they denied my claim. I didn't cause any of this damage and bought the car not knowing that the transmission had a crack in it. I was told by the dealership about the accident, but was assured that everything was taken care of and that the car was in great shape. **** took my money knowing that there was an accident and now doesn't want to cover my cost. The world is all messed up right now, and I would be very upset to know that dealerships can sell cars with cracked transmission and that they can add insult to injury by selling you an extended warranty that won't cover your loss. I hope that the BBB can do something to prevent this from happening to someone else.

  

  Business response

  12/05/2022

  This letter is in response to complaint number ********

  We appreciate your feedback and apologize for the circumstances that prompted your reaction. We understand
  it can be disappointing when coverage is not extended to meet your satisfaction. Benefits are as listed on the
  contract, and claims are reviewed in accordance with the contract.

  - We have no record of a shop contacting us to start a claim for the evap. canister purge valve.
  - There is no coverage for glass under the agreement as glass is specifically excluded from coverage.
  - With regards the strut mount replacement, the agreement approved and paid the retail price on the
  parts and the appropriate labor. The only thing not covered was the deductible and shop supplies.
  - The agreement covered the wiring connector for the passenger headlamp but the exclusions of the
  agreement prevents coverage of the headlamp, regardless of how it failed.
  - The driver’s side headlamp bulb is not covered as headlamps and bulbs are excluded from coverage.
  - The transmission claim was correctly denied as the Repair Facility indicated that the transmission had
  physical damage that was improperly repaired with epoxy like JB Weld at some point in the vehicle’s
  past. The shop provided pictures indicating that this was an accurate description of the damage. The
  agreement specifically excludes “11. COSTS OR EXPENSES RESULTING FROM FAULTY OR NEGLIGENT
  REPAIR WORK OR FROM THE INSTALLATION OF DEFECTIVE PARTS.” As well as “13. COSTS OR EXPENSES
  IF THE VEHICLE HAS BEEN ABUSED OR NEGLECTED, OR ANY PART OF IT HAS BEEN SUBJECT TO
  ALTERATION OR ACCIDENT, OR FOR ANY ACCIDENTAL LOSS OR DAMAGE RESULTING FROM ROAD
  HAZARDS, COLLISION OR UPSET…”

  The windshield, headlamp failure and transmission damage are unfortunate, but the exclusions of the
  agreement prevent us from assisting with these repairs.

  We would be more than happy to review any additional information that you may have to support your claim.
  Please contact us at ************ or email any additional information to ****************
  Thanks,
  ***** ****
  Mechanical Claims Supervisor 

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the optional warranty coverage on the same day I purchased my used 2014 Ram Promaster 3500 van on 9/17/22. The warranty plan name is Essential Enhanced Select Plus Pre-Owned with NAE NWAN. My used vehicle had pending recalls to remedy and there was also a fuel issue so I brought the vehicle to my local Dodge Dealership. One of the engine components covered by my warranty is the fuel pump which the Dealership had to replace at the cost of $711.42. Unfortunately, the Service Manager said NAE NWAN denied the claim despite telling them the fuel pump needed to be replaced. The replacement of the fuel pump is clearly noted on the receipt which was only part of the total invoice for $2,939.31.

  

  Business response

  11/03/2022

  This letter is in response to complaint number *********

  We appreciate your feedback and apologize for the circumstances that prompted your reaction. We understand
  it can be disappointing when coverage is not extended to meet your satisfaction. Benefits are as listed on the
  contract, and claims are reviewed in accordance with the contract. Unfortunately, the fuel level sensor failed,
  and the fuel level sensor is not a listed component under the Select Plus Level of coverage. We would be more
  than happy to review any additional information that you or ******* ***** may have to support your claim.

  Please contact us at ************ or email any additional information to ****************

  Thanks,
  ***** ****
  Mechanical Claims Supervisor

  

  Business response

  11/09/2022

  This letter is in response to complaint number 18297751.

  ****, the invoice you provided shows the fuel gauge is giving incorrect reading. The fuel pump/level unit was
  replaced. The fuel level sensor is the cause of failure not the fuel pump. Unfortunately, the fuel level sensor is
  not a listed component under the Select Plus Level of coverage. We are unable to replace the fuel pump
  assembly as the fuel pump did not fail. A sensor failed and that sensor is not a covered component. Please
  contact us at ************ or email any additional information to ****************

  Thanks,
  ***** ****
  Mechanical Claims Supervisor 

  Customer response

  11/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  
  

  The receipt previously provided shows the fuel pump was replaced which is a covered component under my warranty coverage.  I request full reimbursement for this repair.
  
  Regards,
  **** *********
  
  
  
  
   

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is not useful when it comes to a life time warranty when I got my truck the dealer said everything was covered in my warranty but my oil changes and my tires so now that my car is down they won’t cover what needs to be fixed because I got my oil change else where and even though they told me in the beginning my oil changes are not covered I still have to call in every time someone else changes my oil so by me getting my oil changed somewhere else voided out my contract and I have to pay 3,200 out of pocket also I got four brand new tires on my truck and I asked was I suppose to report that she said no just the oil changes

  

  Business response

  10/13/2022

  September 7, 2022

  
  BBB Complaint ID#: ********
  Customer: ******** ******
  Portfolio Agreement ** ************

  
  This letter is in response to complaint number *********

  
  We appreciate your feedback and apologize for the circumstances that prompted your reaction. We understand
  it can be disappointing when coverage is not extended to meet your satisfaction. Benefits are as listed on the
  contract, and claims are reviewed in accordance with the contract. Unfortunately, the maintenance requirement
  of the contract were not met. We would be more than happy to review any additional maintenance records that
  you have. Please contact us at ************ or email any additional records to ****************

  
  Thanks,

  ***** ****
  Mechanical Claims Supervisor

• Initial Complaint

  08/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle stopped on the highway just shut off and would not restart. No overheating signs shown on the car, and was towed to ****** ***** where I purchased the vehicle just Oct of 2021 with the EXTREME WRAP service contract from NAE/NWAN. The claim adjuster stated the car overheated due to a radiator cap showing melted and denied the claim. I then got on the phone with NAE/NWAN and they agreed to have another adjuster come to the dealership to look at my vehicle, all for them to state the same thing denied. I contacted the GM of the dealership who sold me the car and and he explained this is nonsense let me get on the phone with them. He came and advised all they need is to see oil changes as proof of no negligence has been done on the vehicle. I brought those receipts to the dealership which they turned over to NAE/NWAN all for them to state claim denied. The oil change receipts, which 2 had been completed since we purchased the vehicle in Oct 2021, one in February 2022 and one in May of 2022. The GM said this is great, and turned over the proof to them all for them to still state the claim was denied. When I asked why, have me bring in oil change receipts as prove their was no negligence done to the car, if they were going to deny the claim. Now no one can give me an answer. The Service Manager at the dealership advised me you have to just keep calling them to try and get a person that really wants to help. (Such Nonsense) I just purchased this vehicle less than a year ago, had the car less than 8 months before it breaks down, and I am expected to keep trying to get through for a resolution. This issue has been ongoing since June of 2022 with no resolution to be reached. I will now be taking legal action against both NAE/NWAN and ****** ***** who sold me the vehicle. I will not be uploading documents as they have copies of all the documents they need. I want my car claim paid and properly taken care of with an apology for it taking so long.

  

  Business response

  08/29/2022

  Please see our attached response. 

  Customer response

  08/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** ****
  
  
  
  I do not accept this as the car did not overheat due to liquids not being kept in the car.  As which is why you all asked for the receipts of the oil changes.  Why then ask for documents I supplied and give same reasoning.  If your response was to give me what was in the manual that is not satifactory.  The GM of the dealership even admitted you all are not right in wanting to honor the repair work of the warranty due to the cost of the claim.  You also did not explain why you asked me to provide receipts s if you were going to claim the same outcome?  It made me feel as a consumer you were not counting on me having receipts of regular oil changes being completed.  If a company is asking for documentation to support an outcome and then the documents are provided, the outcome should change not have the same outcome.  Same outcome with no reasoning I will not accept that.  
   

  

  Business response

  08/30/2022

  This letter is in response to complaint number ********* 
  
  Thank you for bringing this to our attention, ****** **** complaint for the denial of coverage for an engine claim. The Extreme Wrap: Supreme Unlimited 100 Wrap Contract specifically excludes overheating of any vehicle component. 
  
  We ordered an independent inspection in June and the inspection report reflected: the radiator, all plastic on radiator cap were melted, and very low on coolant, filled system and found head gasket leaking compression into cooling system, appears to have been overheated, head gasket leaking and head and/or block warped. 
  The Extreme Wrap contract Exclusions language includes the following: 
  
  Costs or expenses if a breakdown directly or indirectly results from overheating of any vehicle component or from failing to maintain proper qualities or levels of coolants, fluids, or lubricants or damage to the engine block or cylinder heads caused by overheating, freezing, or warpage is specifically excluded from coverage. 
  
  Based on our review of the information that has been supplied, our position in this matter has not changed. However, should any additional information become available that may alter this position, we would welcome its submission for our review. 
  
  Should you have any additional questions, please contact me at ************* 
  
  ***** ****
  
  Mechanical Claims Supervisor 

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is in regard to a extended warrantee purchased on a 2018 f250 king ranch. On the 18th July 2022 I scheduled an appointment for my truck to have regularly scheduled oil change and diagnose a noise coming from passenger front. I placed a call to nwan to get authorization for the work. The problem was diagnosed by the service department of ******* **** (smokey point, wa) and determined to be a hub bearing assembly and estimated cost for repair of 1450 +tax. ******* was to handle the processing with nwan for the repair. On the 20th ******* informed me by phone they were having difficulties with nwan but had been told that the part in question was a warrantee covered part and so ******* made the order from their supplier to order it and schedule the work. Later that same day ******* called me to inform that nwan now wants all service records for the truck. I had all receipts for maintenance performed by only **** dealerships since I had purchased the truck which I forwarded to *******. After ******* reviewed the records they agreed all scheduled maintenance has been performed and sent documents to nwan. On the 22nd ******* contacted me again saying nwan is now refusing warrantee and claims that the contract is void. Speaking to the service manager at ******* he expressed to me that he's never dealt with a warrantee company as unprofessional and from the outset of the transaction seemed to be demanding, argumentative and posturing a position to deny the claim through all means. I travel for work and have to drive the weekend to the job location out of state. Nwan not fulfilling their obligation and honoring their warrantee has put me in jeopardy to conduct my job and now have to put forth the funds for the repair. I will be seeking to take legal action against nwan for damages. Attached are just some of the scheduled service I've had performed on the truck amd can provide much more.

  Customer response

  08/01/2022

  In response to nwan's claim that 1) they tried multiple times to contact me. This is false and I have phone records and email records to show this. After multiple calls to their customer service, a rep informed me that the only way to get through to management was to key in from the phone that I was a dealership. I was able to (after a 40 min hold) speak to a claims manager.
  2) nwan claims my service and maintenance agreement was not met. This is also not true and I have documentation, dates, times and their own issued authorization #s for this. When speaking to the claims manager he stated several times that he claimed were in breech of warrantee contract. There was never a breech of contract and I went through all of my nwan authorization#s with him as well as mileage, dates and times and dealerships(****) where the maintenance was performed. The only incidence that might be of question was when the truck was originally purchased. Nwan claims there is a mileage discrepancy of the reported mileage at the time of service. This is plot amd a scam purportrated by nwan in an what I believe is a way to deny coverage. On multiple occasions when calling in to authorize work, their phone reps ask for "approximate mileage". Generally I have given exact mileage but do concede that there have been instances where I wasn't in the vehicle when calling and gave an estimated but to within 1-200 miles but to also not, never over the allowed 1000 mile buffer. At that time of nwans claimed discrepancy there would have been approximately 138,000 miles left on the purchased warrantee. Again, it is my belief that nwan is posturing by claiming that they went above and beyond, as if to say, even though my warrantee was void (which it was not) they would make an exception and cover the repair in an effort to deny any future claims as there is appreciated 62,000 miles left for the coverage (provided I continue with the regularly scheduled maintenance.
  
  Furthermore, while on the phone with the claims manager and after providing all of the documents for my claim to include authorization #s and mileage he still claimed I was in breech and did not have record of #s of previous transactions. Not being settled he informed me that I was cutting into his lunch time and said there would be another manager who would contact me... this never happened. As a result, I am demanding all records nwan has for scheduled maintenance so I can review them against my own. I would also like a winemakers apology should it be found that my records were correct and for them to state that it was never a special circumstance that my warrantee claim was covered.

  

  Business response

  08/09/2022

  Thank you for bringing this to our attention, ******* ******* complaint for the denial of coverage for hub
  bearing claim. The Warranty Forever® Contract has maintenance requirements that were not met. We
  processed the claim under the extended service contract on 7/22/22 and sent a copy of the claim approval to
  ******* **** at that time in the amount of $823.87. We tried contacting ******* ******* multiple times on
  7/22/22 by phone and we were unable to get through. ******* **** submitted the repair order to us on 7/25/22
  and we sent them a One-Time use credit card for the claim. The claim was submitted and paid.
  Should you have any additional questions, please contact me at 800-810-8458.
  ***** ****
  Mechanical Claims Supervisor 

  

  Business response

  08/09/2022

  We appreciate your feedback and apologize for the circumstances that prompted your reaction. We understand
  it can be disappointing when coverage is not extended to meet your satisfaction. Benefits are as listed on the
  contract, and claims are reviewed in accordance with the contract. Unfortunately, the maintenance requirement
  of the contract were not met. We would be more than happy to review any additional maintenance records that
  you have. Please contact us at 800-810-8458 or email any additional records to [email protected].
  Thanks,
  ***** ****
  Mechanical Claims Supervisor 

• Initial Complaint

  07/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I are owed 2 refunds for insurance we purchased through this company. $655.92 & 254.97. We have been waiting on the refunds for over 3 months. We still have not received them. I submitted the paperwork on April 14 and received a response a couple days later that the refunds had been approved but keep emailing and cannot get an updated status as to when we are getting the checks.

  

  Business response

  07/18/2022

  Hi *****, unfortunately we were unable to locate any contracts that match your name and contact information. Please reply with your contract numbers and VIN so we may look into your concern. 

  

  Business response

  07/19/2022

  Dear ****** *******

  We appreciate your feedback and apologize for the circumstances that prompted your reaction. The service
  agreement and Gap agreement in question for VIN* ***************** were cancelled by NAE/NWAN on
  April 18, 2022. A check was sent to the responsible selling dealership on April 20, 2022. Your selling dealership is
  responsible for all refunds due. Our portion of the refund was mailed to: Sandusky OK Inc.* **** ***** ***** ** ********* ** ***** and cashed on June 7, 2022.

  Please contact ****** ***** ** ************************** to inquire about the refund status. If you provided
  proof that your auto loan was paid off to your selling dealership, their refund will be sent to you. If there is an
  outstanding auto loan balance, the refund will be sent to your lienholder.

  Sincerely,
  ***** *****
  Contract Administration Manager

  Customer response

  07/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17581597, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

   

  I appreciate the contact with NWAN. Do I now need to file a complaint with the company that was sent the check and cashed it? I have emailed them many times with no response. Thank you
  
  Regards,
  
  Sheila Flores
  
  
  
  
   

• Initial Complaint

  07/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am wanting to cancel my warranties I purchased when I bought an RV with a lender loan. I have attempted to contact this business since June 25th, 2022 via both email and phone regarding my claim and I have yet to get a response from this company.

  

  Business response

  07/18/2022

  Hi *****, we were unable to locate any contracts matching your name nor contact information. Can you please provide your contracts numbers and VIN? Thank you. 

  

  Business response

  07/22/2022

  Dear *** ******

  I am writing in response to the BBB complaint #******** regarding the cancellation of contracts for the VIN referenced
  above. On June 25, 2022, it was recorded that a cancellation quote was populated via the online portal for the service
  agreement (**********) and warranty forever agreement (************). ***/**** does not cancel agreements
  if a quote is generated. Unfortunately, we do not have any record of received emails or phone calls from the customer.

  I have attached the cancellations paperwork to be filled out along with instructions below to cancel your agreements.
  Please fill out the required information and return to us at your earliest convenience via mail, email, or fax.
  Please carefully read the instructions below to start your cancellation process.

  Attached you will find our Cancellation Request Form. Please print the form and sign the “Customer Signature” box. For
  your request to be finalized, please include an odometer statement performed by your selling dealer and proof of
  payoff, if applicable.

  In the event cancellation is taking place due to Total Loss or Trade, a letter from your lienholder or proof of trade
  providing the mileage and the date possession of the vehicle was relinquished, may be submitted in place of an
  odometer statement. The proof of payoff would be sent to you by your lender in the form of a letter once your loan has
  been paid in full. If you are still making monthly installments on your automobile loan, it is not necessary to submit
  proof of payoff with your cancellation request.

  The cancellation documents may be submitted via fax, email or U.S. Mail using the information.
  Please know the funds will be remitted to the lienholder 3-4 weeks from the date we receive your request. If the vehicle
  loan has been paid in full, the individual listed on the contract will be refunded so long as we receive proof of payoff at
  the time of cancellation.

  If we may be of further assistance, do not hesitate to contact us.

  Thank you,
  ***** *****
  Contract Administration Manager

  Customer response

  07/27/2022

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I have emailed the business and would appreciate if they could email me back regarding a confirmation to my email. My email address is *****_*******************
  
  Regards,
  
  ***** *****
  
  
  

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 05/16/2022 I took my 2017 ***** 2500 to Auto Nation for my Check Engine light coming on and the codes came up pertaining to my turbo. I found all my of necessary paperwork and am within the 100,000 mile warranty with NAE. On 5/18/2022 they requested all of my service records - I submitted those items to Auto nation and to NAE... They denied my claim saying I failed to keep the forever warranty. I understood, however, I was still in the rights of the 100,000 mile warranty (given that my truck only had roughly 80,000 miles). Auto nation provided a video to NAE with detail on failure of the turbo. NAE denied it. I called and had a colorful conversation with them, to which they sent an "inspector" who was there with the service manager of auto nation and the check engine light came back on with current codes - showing the turbo was failing. I called NAE back to ask how am I supposed to continue to show failure when the check engine light is coming on and the turbo is not even showing movement on the dashboard until 3,000 RPMS. They told me if I could haul something up hill then maybe they could do something. This company is a fraud. I paid $3,500 out of pocket - paid $2,800 for their services. Myself and auto nation showed NAE that the turbo was failing, they chose to not pay. They should be black listed from any military family and their customer service is less than par. I even have emails from the manager stating that my warranty covers this failure - they chose to not pay. They are scamming people left and right. I want my money back. I paid for a service, I was honest, had an authorized dealer to show the failure in my vehicle - they chose to not pay and thought it was funny. This was not only a financial burden, but an emotionally draining. They kept this going for 3 weeks and decided (even after I have confirmation that I had coverage) they chose to deny it. Because they're scamming people.

  

  Business response

  07/13/2022

  Please see our attached response. 

  Customer response

  07/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have attached the video that was submitted to the warranty company showing that the turbo never kicked in - even after 2,000 RPMS... the check engine light would come on and off which does happen when the turbo is going out. I have attached the picture showing the codes ACTIVE when the check engine light came on - showing the turbo was failing. I also have attached the email stating that I have coverage for this problem.
  
  I am requesting the investigator write up stating the turbo kicked in, was not in failure, the codes were not there and that the check engine light did not come on. I was told by the service manager that the light came on and the codes were active and turbo never kicked in. 
  
  With everything required from autonation and myself I am still failing to see how this is a "closed case" and that I was not under coverage. I will also be getting a lawyer to request the recordings of the conversations that I had with NWAN - when one stated that I should hook my horse trailer up, haul it around, go up hills and basically record that my truck does not go into turbo - hoping it would go into "limp mode." I asked who would be responsible for the wreck when my truck would fail with my horse, trailer and truck to prove to them that my turbo is failing. 
  
  Again, they are scam artists and I want my money back for a repair that I shouldn't have had to pay for out of pocket. 
  
  Regards,
  
  ******** ********
  
  
  
  
   
  Regards,
  
  ******** ********
  
  
  
  
   

  

  Business response

  07/25/2022

  This letter is in response to complaint number ********.
  
  Brittany, we sent a 3rd party inspector out to confirm that the turbocharger had failed, and he was unable to
  verify the turbo failed at the time of the inspection. The pictures and video only verified a symptom of an issue
  and could not verify the turbo failed.
  
  Should any additional information become available that may alter this position, we would welcome its
  submission for our review.
  
  ***** ****
  Mechanical Claims Supervisor

• Initial Complaint

  03/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  MILITARY (AD, Retired, Vet) or patriotic Americans: Had I known this company would do all it could to weasel its way out of this contract, I would never have spent $5,421 on this warranty! This warranty takes care of any breakages so long as an annual inspection is performed plus/minus 30-days of the anniversary purchase date. We all are familiar with COVID impacting businesses, so I expected more from this company. In Nov 2021, I contacted RV dealers to schedule my yearly inspection prior to my 8 Feb anniversary purchase date. I scheduled a 4 Jan date, the earliest due to COVID circumstances. On Christmas Eve, I popped positive for COVID and had to isolate for 14 days. The RV dealer stated the next available date was 1 Mar, which I scheduled. On 7 Feb I went to the emergency room due to a severe back injury. The surgery was scheduled for 7 Mar. The injury restricted my movements and lifting abilities. On 11 Mar after my surgery I contacted NWAN to ask for an extension as the next available appointment was 5 Apr. NWAN responded and said I busted the 30-day post anniversary purchase date. I explained the above situation and asked for a little grace, for which they had none. A one-month extension doesn’t seem too large of an ask for the above unavoidable circumstances.

  

  Business response

  04/06/2022

  Thank you for bringing to our attention ******* *******’s complaint for reinstatement of the Coast to Coast Lifetime Warranty Service Contract (“Service Contract”), which was provided to ****** ******* at no additional cost with the purchase of the 2020 Grand Design Momentum 29G (“RV”) from **** *** ** of Nevada, Inc. (“**** ***”).  NWAN, Inc., (“NWAN”) is the administrator of the Service Contract.  Please note that the Service Contract is not a contract of insurance, was provided to Mr. ******* at no cost, and does not have any refundable cash value.
  
  As with many service contract programs, the Coast to Coast Lifetime Warranty program has certain guidelines that must be followed to ensure that the covered unit is properly maintained.  The Service Contract requires an owner to perform annual maintenance on the unit which includes inspecting roof and sealing roof, inspecting axles and hub and adding lubrication where necessary, inspecting furnace and cleaning furnace, inspecting water system, and inspecting suspension and adding lubrication if necessary. In addition, the Service Contract requires an owner to pre-authorize NWAN prior to having any maintenance performed outside of **** ***.
  
  The maintenance requirements are located on pages 3 and 4 of the Agreement, which Mr. ******* signed to acknowledge.  The Service Contract states “In order to keep this Service Contract valid, You must follow the maintenance procedures outlined in this Service Contract. You must have the Selling Dealer perform all maintenance on Your Unit as outlined above. In the event you choose to have Your Unit serviced by a Repair Facility other than the Selling Dealer, each service must be preauthorized by calling the Administrator before the service is completed. Failure to preauthorize each service performed will result in denial of coverage under this Service Contract.”  In this case, since the Service Contract has been effective, the annual maintenance requirements were not followed in accordance with the Service Contract. The first annual maintenance was performed at a repair facility outside of **** *** (Vagabond RV Solutions).  This annual maintenance was not preauthorized with NWAN prior to performing the service. Moreover, the second annual maintenance was due within 30 days of February 8, 2022, but to date it appears this service has not been performed to the RV.  The Service Contract offers a grace period of 30 days, but this grace period has expired, and no extensions can be granted. 
  
  Since NWAN adjudicates claims based on the Service Contract’s parameters which must be followed by both NWAN and its customers, NWAN is unable to approve any future claims under the Service Contract because the maintenance requirements were not followed. 
  
  With regards to a refund, please note that Mr. ******* was provided with the Coast to Coast Service Contract for free by **** ***.  This Service Contract was not purchased and has no refundable cash value.  Mr. ******* did purchase 2 other agreements, the Expert RV Extreme Towable Service Contract for $2,706 and the Expert RV Service Protect Limited  Warranty for $2,715, both of which are still in effect.  Mr. ******* may contact NWAN at any time to initiate a claim under either contract so long as they remain in effect.
  
  Performing maintenance and providing pre-authorizations timely are integral parts of the Service Contract that NWAN administers, and failure to do so invalidated the Service Contract such that neither **** *** nor NWAN have any further obligations thereunder.  NWAN takes pride in the quality of its products and services it offers to unit owners, and we sincerely wish Mr. ******* the very best.

  Customer response

  04/07/2022

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this explanation is satisfactory to me. 
  
  Regards,
  
  ****** *******
  
  
  

• Initial Complaint

  02/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I purchased my car from Mazda CX 5 from ******** ****** in Indiana, PA in June 2018 I obtained the Warranty Forever Agreement from NWAN. I was told that I had to get oil changes at specific intervals so that the contract would remain in effect. I did exactly that even though the oil changes required were more frequent than required by the manufacturer. I was also told that if I didn't get my oil changes where I purchased the car, I would need to get preapproval. The car dealership is over 2 hours from my house, so I took it to a local Mazda car dealership where it was approved. Now I am in the process of moving to a different state and realized I needed to get the oil change before moving. I went back to the local Mazda dealer which I had been going to and contacted NWAN after to let them know I used the same dealership. They informed me that the warranty is now void because I didn't get preapproval. I was under the impression that once the new dealership was approved, especially since it was a Mazda dealership, that going forward it would be approved. I believe the process which was just explained to me is any easy way to void warranties and allow the company to cancel the policy. Also, I was told there was a 30 day grace period, but the customer service representative said she couldn't do anything for me and refused to even allow me to talk to a supervisor. The Warranty Forever process/customer service does not put the customer first or even allow for human interaction to discuss the issues.

  

  Business response

  03/01/2022

  Thank you for bringing to our attention ****** ******’s complaint for reinstatement of the Warranty Forever® Agreement (“Agreement”), which was provided to ****** ****** (and ******* ******) at no additional cost with the purchase of the 2017 Mazda CX-5 GS (“Vehicle”) from ******** Motor Mart (“********”).  NWAN, Inc., (“NWAN”) is the administrator of the Agreement.  Please note that the Agreement is not a contract of insurance, was provided to Mr. ****** at no cost, and does not have any refundable cash value.
  
  As with all warranty programs, the Warranty Forever® program has certain guidelines that must be followed to ensure that the covered vehicle is properly maintained.  The Agreement requires an owner to perform customary maintenance on the vehicle which includes changing engine oil and filter, checking and maintaining transmission fluid level, topping off all fluids, and checking and maintaining proper coolant level.  In addition, the Agreement requires an owner to pre-notify NWAN prior to having any customary maintenance performed outside of ********.
  
  The maintenance requirements are located on pages 1 and 2 of the Agreement, which Mr. ****** both signed and initialed to acknowledge.  The Agreement states “IMPORTANT NOTICE TO CUSTOMER.  You must have the Selling Dealer perform all maintenance on Your Vehicle as outlined in the General Provisions section of this Service Contract.  In the event You choose to have Your Vehicle serviced by a Repair Facility other than the Selling Dealer, each service must be preauthorized by calling the Administrator in advance of the service being completed.  Failure to preauthorize each service performed outside of the Selling Dealer will void this Service Contract.”  Moreover, NWAN has spoken to either ****** ******, ******* ******, or his mother, ***** ******, when she called on his behalf, on 8 separate occasions regarding pre-notification of maintenance performed outside of the selling dealer.  During these discussions, NWAN thoroughly and properly communicated the pre-notification process including the obligation to call each and every time prior to performing maintenance outside of ********.  In fact, NWAN has already provided a one-time exception on December 7, 2015, after failing to pre-notify maintenance that was already performed to the Vehicle.  NWAN explained the Agreement’s terms at that time and advised that no further exceptions would be granted.
  
  Moreover, as a courtesy, NWAN has sent Mr. ****** a total of 7 maintenance reminders via electronic mail, all of which advised to follow the maintenance requirements that are contained in the Agreement in order to keep his Agreement in effect.
  
  Since NWAN adjudicates claims based on the Agreement’s parameters which must be followed by both NWAN and its customers, NWAN is unable to approve any future claims under the Agreement because the maintenance requirements were not followed.  Performing customary maintenance and providing pre-notifications timely are integral parts of the Agreement that NWAN administers, and failure to do so invalidated the Agreement such that neither ******** 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. ****** the very best.

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