Complaints

• Initial Complaint

  07/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Early March, I accepted a phone offer to purchase a car warranty for my ****** Camry. The only requirement, the sales person said, was a wait time of 30 days before coverage could be active, and that no check engine light was on.Later in March, towards the forth week, I receive the policy document.By end of April, the car's a/c stoped working, I called the sales office, the customer service representative, ****************, said to take the vehicle for repairs to any authorized shop. I took it to the dealership. The dealership mechanic's rep. called the warranty contact for approval of repairs, and request was denied due that the coverage would start "after 30 days of waiting period and 1000 miles".I, frankly, had not seen the additional requirement of ***** miles (the car had to be driven prior coverage would start).I called Ms. ******** again and explained the issue. She proposed two options:1. She could cancel the current policy, sell me a new policy and waive the 1000 miles requirement. I would had to wait 30 days for the coverage to begin.2. I could keep the current policy, drive the car a bit more and take it for repairs once I reached the 1000 miles required.I decided to go with the second option, since I did not have to wait for 30 days (given the weather in my town - *************).When I reached the miles required, I took the car to the dealership again. The claim was denied on the basis that they considered it a pre-existing condition. Because the first claim was done prior compliance of the two conditions of the policy.Had I known that, I would have taken the first option offered by *******.I called ******* numerous times and she is not taking my calls. ALL my calls go directly to voicemail, and I have no other number to call to get help on this. The claims department had said the claim will not be paid, and to contact sales.I want the claim to be paid based on ******* advise or all premiums be refunded and the policy be cancelled.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a warranty for a used car and after one major repair last year, my engine has failed. This company will not only not pay the $4000 they are requiring me for an engine tear down to verify the diagnostics provided by the service company, they are valuing my vehicle at least $6000 less than what dealers are selling these for in *******. I paid $17000 for the vehicle and $7200 for the warranty to cover myself, and have already paid an additional $5000 out of pocket on the previous repair. I work selling goods and warranties, and this is just terrible business practice. If you are a womans buying a luxury vehicle and have little knowledge of cars, please stay away from Cornerstone (Xtended plans eg. XP-1,2,3,4).

  Business response

  04/16/2024

  Hello, I'm sorry you are having a hard time with your warranty company.  After doing more research I see that you do not currently or have ever had a contract with our company.  There are several companies that use the name Cornerstone and I'm afraid you are confusing us with someone else. 

  Good luck finding the correct company your looking for.

  *********************************

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought an extended warranty on my vehicle last year in the summer. I paid for the initial payment and then made several more payments. I waited and waited for my paperwork to come in the mail but nothing came. I finally called the office to find out what happened and was told it had been emailed to me. I checked all my emails and folders, to no avail. The woman I spoke with couldnt even tell me the email on file or when it was sent. She apologized and then sent the email while I was on the phone with her. I received it immediately. I told her I wanted to end my service because at this point I didnt feel comfortable with this company. She told me she would file everything for me to get my refund and apologized for everything. I was stupid enough to trust her. When the check never came she denied saying she would file my cancellation for me. I filed the paperwork myself believing that maybe I misunderstood. Except that from that point on I documented our interactions. So for 9 months now I have gotten the run around about my refund. ******* told me I would only get a portion of what I am owed. The check is always in the mail, according to her. This woman, *******, if that is her real name, is rude and always acts as if I am being unreasonable or aggressive. She is definitely a manipulative individual. She will tell you something and every time deny what she told you the previous conversation. I have requested to speak to her boss over and over and am told that there is no one else I can speak to. I was able to speak with the boss one time, as he was the one who answered the call. I am constantly told they will call me back. To this day I have NOT received one return call from them. All I want is my refund and to be DONE with this company and ******* My husband has even called to try to speak with them and he is met with the same exact attitude and manipulation. We warn others that this company is a NIGHTMARE.

  Business response

  07/19/2023

  Hi ****,

  I can understand your frustration in not receiving your refund back in a timely manner.  It was brought to my attention and I have issued the check personally to you.

  Enjoy the rest of your day.

  Customer response

  07/19/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  07/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am filing this complaint for my Dad who I have guardianship over. A charge of $189.45 was taken out of my Dad's account. I have left three voicemails for someone to call me back and no one has. My Dad has dementia and has been taken advantage of. I need the money refunded and this account cancelled ASAP.

  Business response

  09/22/2022

  This policy was cancelled and refunded on July 5th, 2022.  We called back and spoke to someone after a message was left.  We were happy to refund the down payment and cancel the policy for him.  If you have any other concerns please let me know.
  
   
  
  Thanks,
  
   
  
  *********************************
  
  Director of Operations

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩