ComplaintsforCornerStone United

• Initial Complaint

  17/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business provided me with a vehicle warranty. I had a bunch of work done on my vehicle, brought it to the mechanic, had the work done, and the warranty company paid the garage. A few weeks had gone by and I brought my vehicle back into a different mechanic. In doing that I found out that the first mechanic that supposedly did the warranty work had not replaced or fixed a bunch of the issues that the warranty company was charged for. When I contacted the warranty company about the fraud that this mechanic shop committed, they basically told me that if I want to get the situation rectified I would have to deal with the garage myself which is very stressful and I feel not on me as I pay for this warranty and it should be on them to rectify it.

  Business response

  26/07/2024

  CornerStone United Response: Better Business Bureau Case # ********
  
  Contract Holder: ***************************
  Contract: *************
  Vehicle: 2010 Chevrolet Impala LT
  Claim: C******
  
  Better Business Bureau complaint # ******** (the Complaint) has been reviewed in association with ********************* (*******) *************** Contract, ************* (the Service Contract), administered by CornerStone United, **** (CornerStone). The Service Contract applies to Sherers 2010 Chevrolet Impala LT (the Vehicle).
  
  Scherers chosen repair facility,Lalibertes ********* (the Servicer) submitted multiple repairs for prior approval to CornerStone on March 12th, 2024. Those repairs were reviewed and authorized in accordance with **************** Contract. Payment for those repairs was issued on March 19th, 2024.
  
  On July 10th, 2024, ******* notified CornerStone that the Vehicle was taken to another location for service, and the new repair facility informed ******* that the power steering rack was not previously replaced.******* requested that CornerStone take action against the Servicer who was paid for the repairs and was informed that issues with the Servicer would need to be resolved between the customer and the Servicer.
  
  To further clarify the response ******* received from the CornerStone employee: Once the Servicer informs CornerStone that the repairs are complete and payment has been issued,CornerStones liability for the repair ends.
  While it is unfortunate that ******* is facing this issue with the Servicer, CornerStone does not possess any authority to demand or take action against the Servicer, a servicer of Scherers choosing. ******* is encouraged to pursue appropriate means to rectify the concern with the Servicer.
  CornerStone works diligently to resolve all customer and contract holder issues in any given situation, in accordance with the terms and conditions of their Service Contract.
  If you have any questions, please let us know.
  Thank you.

  Customer response

  26/07/2024

   
  Complaint: 22003075
  
  I am rejecting this response because: I was instructed by a representative to bring my vehicle in and have it inspected again at my cost and then notify cornerstone of what their findings state and go from there. 

   

  If the company was not intending to help me rectify this issue, They should not have informed me to get the vehicle inspected in notify them. I had chosen a shop to bring it to because they did not recommend any that they deal with nor advise me that they had a preferred shop that they used in my area. 

   

  The way this company has their warranty set up seems to have flaws and holes in the system because what happens if another individual that is not knowledgeable with vehicles goes through this exact same process I have and months down the road ends up having issues with the work performed? That person would have to what then pay for the repairs all over again due to negligence of the shop? 

  At The end of the day the warranty company should be at the very least offering more support and assistance in the situation I am in given the fact that they are the ones that paid for the repairs and ultimately at the end of the day they are the ones that were frauded out of the money that they put out for my repairs.

  Sincerely,
  
  ***************************

• Initial Complaint

  15/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 24th, 2020, I bought a ** refrigerator from New Country ************** on **************************************************. Their phone number is ************. I paid a 3 year extended warranty on it and it was paid to Corner Stone United whose phone number is *************. On July 26th 2023, the fridge stopped cooling, and so I had to throw plenty of food. The warranty is still valid till September 24th, 2023, but Corner Stone does not want to fix nor replace the refrigerator saying the value depreciated. I spoke to ******. I have been using my neighbour's fridge since July 26th, 2023, which is very frustrating. I still do not have a fridge; this is a problem. BBB should look into as soon as possible.

  Business response

  17/08/2023

  Good day BBB and our valued customer,

  
  Thank you for taking the time to share your concerns with us. We welcome the opportunity to review our claims to ensure that our valued customers receive the coverage as sated in their plan.

  
  To expand on and clarify the customer comments. The customer purchased a refurbished de-branded ** refrigerator,without any ** factory warranty or valid ** serial number. In addition to the stores service plan offered on refurbished products the customer purchased a ****** refurbished extend service plan. At 34 of 36 months of the customer service plan the refurbished refrigerator had a failure of the compressor. Due to the high cost of repairs the customer was offered a cash buy out as described with in the service contract. The clause reads, Buy Out: In the event the product cannot be repaired due to unavailability of repair parts or it is determined that the cost of a repair will exceed the current cash value of the product at the time of the failure, as determined by CornerStone, CornerStone at its sole discretion, may buy out the Plan up to the current cash value of the product at the time of failure. The actual cash value of a de-branded refurbished refrigerator was less the value of the repair.

  
  The customer was made the buyout offer in a timely manner. However, the customer has not accepted this offer. In addition to the cash buyout, we have agreed to pay the cost of the diagnostic as well.

  
  We hope this satisfies your request. Once the customer accepts the offer, we will issue them a payment via cheque. 

  Customer response

  01/09/2023

   
  Complaint: 20455054
  
  I am rejecting this response because:

  I certainly do not accept the proposal I am being offered. I believe that if I bought the warranty it must be honored, or else the warranty would not be of use. My refrigerator stopped cooling 2 months before the expiry of the manufacturers warranty date. BBB, thanks for trying on our behalf, but I still, believe that CornerStone United should replace the fridge or pay me the full amount of money I paid to them. My family and I have been living without a refrigerator since July 26th of 2023. It is currently a struggle, and more of a larger issue because of the warmer temperatures causing items such as frozen products to rot. BBB should think about it from my perspective, and ask themselves, what would they do if the same thing happened to them? I hope something will be done as soon as possible, as I desperately need a fridge.
  I will be looking forward to a favourable reply.
  

  Sincerely,
  

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

  Business response

  05/09/2023

  Good day BBB and our valued customer,
  

  Thank you for your follow up and response.
  

  Our position remains unchanged.We have offered the solution that their extended service plan allows.
  

  We look forward to the customer closing this case and accepting their solution offered. 
  

  Thank you 

  Customer response

  11/09/2023

   
  Complaint: 20455054
  
  I am rejecting this response because:

  Since July 26th, my family and I have been living without a fridge. The warranty expired 2 months before the actual expiry date. I trust Cornerstone United will either fix or replace my broken fridge with a new refrigerator. I still would like to ask, why was the warranty being offered to us in the first place from *** I will be expecting a better reply from BBB, as this is the third email I had to write for at least a replacement or money for repair work to be done.
  
  
  Sincerely,
  
  ***********************

  Customer response

  18/09/2023

  Although BBBs response does not satisfy my request, I, ***********************, would like to accept the offer offered by Corner Stone. I can be reached at ************.

  Customer response

  18/09/2023

   
  Better Business Bureau:
  
  

  Although BBBs response does not satisfy my request, I, ***********************, would like to accept the offer offered by Corner Stone. I can be reached at ************.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ***************************************************************** ********************************* Having Purchased an Extended warranty in the amount of 4762.95 considered a Level 4 (the Highest level), I have now come to need the warranty. The (2010-2015) *********** - Sunroof / SUN ROOF Motor 9127381 seemed to have failed causing the Sun shade to stop working. When I took it into the dealer they noted that it was not under warranty. The cost would be approximately $1500-2000 to repair. As i was sure the warranty covered electrical and mechanical I realized after reading the very complicated and lengthy contract that virtually every part on the car is not warranted as one level cancels out the other level and "Additional Charges " are constantly referred to. After discussing with the Dealership they also seemed to abandon the idea of trying to assist in any way. Even though the Cornerstone said " take it up with the dealer if you wish a credit" That said ***************************************************************** ************************************ Their providing of warranties is of a lucrative business that allows them to decline, disqualify or impose a contract that hides behind details of deception.

  Business response

  21/04/2022

  Business Response /* (1000, 10, 2022/03/28) */ ***************************************************************** ***************************************************************** ************************************ Better Business Bureau complaint # ******* has been received for evaluation and response. Mr. ********* contract, ********, is an Xtra series vehicle service contract of level X-4 coverage. It provides coverage for all mechanical breakdowns occurring to stated covered components of Mr. ********* vehicle for 60-months from the date of purchase, April 22,2021, or 160,000 km from the odometer reading at purchase, which was 7,517 km, subject to the terms and conditions including the exclusions of their contract. Claim ******* was submitted by ***** Automotive Boutique on February 24, 2022, via phone. The submitted customer complaint was the sunshade was not working. The submitted failed component of the vehicle was a sunroof motor. The sunroof motor is not a stated covered component under the terms and conditions of Mr. ********* contract. The claim was correctly denied for coverage. Mr. ******* had the opportunity to cancel his contract within 30 days of purchase. This timeframe has elapsed. Unfortunately, neither Mr. ******* nor the selling dealer can pursue cancellation of the contract under the terms agreed to by Mr. *******. CornerStone United works diligently to resolve all customer issues in any given situation according to the terms and conditions of their contract. If you have any questions, please let us know. Thank you. Consumer Response /* (3000, 13, 2022/03/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issue is that the warranty that I was sold is a legal document on how to decline product. Detail investigation shows that the company consistently denies any and all warranty claims or in turn refunds when the warranty is not in the companies favor. I challenge the details of the warranty on the that basis. reviewing the warranty details shows how every level cancels out the next. The claim was put in for the motor, denied. Claim for the electrical switch was denied. The document goes on to show how electrical is not even under warranty even though I was sold as the XRAN1032, is an Xtra series vehicle service contract of level X-4 coverage or "bumper to bumper" as per the dealership salesman. The reviews of others will show that the company has a history of misleading, denying and confusing the customer. I would seek to have the warranty prorated and cancelled as they in essence do NOT cover the vast majority of parts and components and what they do cover would not amount to the cost invested in the warranty. I would put forward that this is more than a warranty issue. This is a trust issue and that the company is border line fraudulent. Noted by others it was only until legal action was taken then the company decided in their best interest to solve the problem. Again, Only until legal action was taken. The company is NOT providing the best in customer service nor is the dealership. I am reaching for a higher standard and expect responsibility for the better. Business Response /* (4000, 15, 2022/04/08) */ ***************************************************************** ***************************************************************** ************************************** ***************************************************************** ********************************* CornerStone United evaluates each claim based on the terms and conditions of the customer's contract. We provide coverage as defined by these terms and conditions. The majority of claims submitted to us result in coverage. Unfortunately, not all claims are coverable. Each contract has terms and conditions regarding cancellation and refunds. These terms and conditions are also adhered to when either a cancellation is submitted by a customer, actioned by CornerStone United, or submitted by the lienholder of the vehicle. Mr. ********* contract, ********, is an Xtra series vehicle service contract of level X-4 coverage. It provides coverage for all mechanical breakdowns occurring to stated covered components of Mr. ********* vehicle for 60-months from the date of purchase, April 22,2021, or 160,000 km from the odometer reading at purchase, which was 7,517 km, subject to the terms and conditions including the exclusions of his contract. In our Xtra series of service contracts, optional coverages can be purchased for individual systems/components on a covered vehicle. The X-4 level, which is that level of coverage selected by the contract holder with select options also purchased, provides coverage for all stated components in all the individual systems/components of the covered vehicle. The sunroof motor is not a stated covered component under the terms and conditions, either through the X-4 level of coverage nor any options purchased by Mr. *******. Claim ******* was correctly adjudicated based upon the coverage level selected by Mr. ******* to include the optional coverage purchased. CornerStone United does not have record of a failed electrical switch being submitted to us. Mr. ******* is welcome to provide additional information regarding what switch he is referring. The retail price of Mr. ********* contract was $4,215.00. Per the terms and conditions of the contract, his contract could pay out a maximum of $19,500 if all individual system coverages' limit of liability were met. This amount is subject to value of Mr. ********* vehicle at the time of claim submission. Mr. ******* had the opportunity to cancel his contract within 30 days of purchase. This timeframe has elapsed. Unfortunately, neither Mr. ******* nor the selling dealer can pursue cancellation of the contract under the terms agreed to by Mr. *******. CornerStone United works diligently to resolve all customer issues in any given situation according to the terms and conditions of their contract. If you have any questions, please let us know. Thank you.

*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. ↩