ComplaintsforCornerstone Ford Chrysler Dodge Jeep and Ram

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for a new transmission and my mechanic, ***** automotive bought the part from Cornerstone auto. After the part was installed initially, I drove the car for a few days and the transmission began to malfunction. Upon returning it to *****, I was told the transmission had malfunctioned and Cornerstone auto, who had a warranty on the transmission was supposed to fix it according to the warranty. Upon receiving my car from *****, Cornerstone then accused ***** of damaging the transmission and they began a back-and-forth debate about who was responsible. ***** later brought the car back to their shop and installed another new transmission which they told me also malfunctioned. My car was then returned to Cornerstone again where it remains to current date awaiting service. This issue has been almost two months ongoing since around 4/30/24 and has caused my car insurance to be cancelled and other bills to begin to pile up. I use my car for work as an Uber driver, and this is affecting my livelihood as I have been losing about $250 per day due to this issue. I have been literally unable to survive because of this issue. Were it not for the support of my loved ones, I would not even have food to eat. This is unacceptable and I have been ****** patient.

  

  Business response

  07/10/2024

  Dear *****,
  
  We're sorry your experience at ****'s Automotive went so wrong. While we stand by the *** parts we sell, we cannot stand behind another shops service work. Unfortunately, transmissions are very expensive parts and if not installed correctly can lead to mechanical failure. Thank you for entrusting Cornerstone to warranty and repair your previous installation. We are happy that you are satisfied with our work. Please give us the opportunity again next time and we will do our best to get it done on the first attempt. 
  
  Sincerely,
  *******

  Customer response

  07/20/2024

   I am rejecting this response because: I am still waiting for Cornerstone to answer other questions I have. Below is my email to Cornerstone:

  
  God morning *******,
  
  
  I believe my final questions for you are: why was the 3rd transmission installation approved and expedited when Cornerstone told me prior to installing it that ****'s did not follow proper required procedures for the 3rd transmission also? I was told this was the same reason the previous two transmissions were not approved. I was also told the delay in fixing my car was due to Cornerstone attempting to verify if the paperwork ****'s submitted was legit. If Cornerstone would not move forward with installation of the first two transmissions until everything was verified based on their policy, then why was this policy not followed also for the 3rd transmission? It seems that after my better business bureau and attorney general complaint Cornerstone was willing to expedite fixing my car ignoring the fact that ****'s did not submit proper paperwork again. This leads me to believe that Cornerstone could have resolved this issue earlier and prevented the over two months waiting I endured that cost me thousands of dollars.
  
  
  My second question is why did Cornerstone not properly verify that the transmission mount was damaged due to 3 transmissions being installed while installing the 3rd transmission? I had to take my car back to Cornerstone after they finally installed the 3rd transmission because of this.
  
  
  I am also waiting for Cornerstone to provide me specific dates on paperwork you submitted to me along with the copies of the documents submitted to ****'s and Mopar for my car. I need this information to cross reference with ***********;information to determine who is telling the truth.  

  
  

  

  Business response

  07/29/2024

  Dear *****,
  We appreciate you continuing to communicate with ******* on an explanation of your vehicle repair work. We have the receipts and backup documentation that details our timeline and work performed. Much of which has been sent via email. Please email or call ******* for anything you're missing. Due to consumer privacy protection, this is not information we can attach to a public review. We would ask for the same information from ****'s if they are telling you a different story than the facts we've presented.

  Customer response

  08/07/2024

   I am rejecting this response because: Because I have not had a chance to review the information provided by Cornerstone yet and they still have not answered one of my questions. I still need to know why Cornerstone disregarded their policy of needing proper documentation to install the last transmission after I submitted a better business and attorney general complaint. They took only a couple of days to install it after my complaint and I was told numerous times that ****'s automotive paperwork was not properly submitted during this period.
  
  

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