ComplaintsforCornerStone United, Inc.

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a Dodge Caravan on 06/24/2023 with an extended warranty through Cornerstone United with a ****** deductible. On 08/26/2024 the transmission broke down. It was towed to A ***** dealer for repairs. After diagnosing, the problem was determined that the cause of failure was a failed pump bushing. After 4 calls to the warranty company by my wife, myself, and two techs (one of them being the shop *******) that worked on the vehicle, the warranty company refuses to cover the repair or reimburse for the rental car. It was also offered that they send an assessor to the garage, since the garage still has the failed transmission, so they could inspect it themself. Everyone involved has commented that they have never dealt with so dishonest a company, and judging from the other 32 complaints on this web site that judgement seems to hold merit.

  Business response

  09/26/2024

  CornerStone United Response: Better Business Bureau Case # ********
  
  Policy Holder: ******* ******
  Policy:AXPPNATE50746
  Vehicle:2019 Dodge Grand Caravan
  Claim: US269566
  
  
  Better Business Bureau complaint # ******** (the Complaint) has been received in association with ******* Seaveys (Policy holder) extended service contract,AXPPNATE50746 (the Contract), administered by CornerStone United, Inc.(Administrator). The extended service contract applies to the Policy holders 2019 Dodge Grand Caravan (Vehicle.)
  
  Thank you for bringing your concerns to our attention. We take all feedback seriously and appreciate the opportunity to address your issue directly.
  
  We understand that your transmission failure was caused by a seal failure, leading to low transmission fluid. After reviewing your contract and the details of your claim, we would like to clarify our position in relation to your coverage.
  
  Per the terms of your Contract, seals and gaskets are not covered as standalone items. Coverage for seals and gaskets is only provided when they are required as part of a repair for a covered component. Since the origin of the transmission failure was due to a seal,which is not a covered part under your contract, the subsequent damage to the transmission also falls outside the scope of coverage.
  
  We understand that this situation is frustrating, and we sympathize with the challenges you are facing. Our goal is to always provide clear communication regarding the terms of our contracts, and we hope this explanation helps clarify the coverage in this case.
  
  Thank you again for reaching out, and we appreciate your understanding.

  Customer response

  09/30/2024

   
  I am rejecting this response because: The mechanic that worked on the vehicle clearly stated that it was not a seal that failed but it was in fact a pump bushing. I offered to forward the video made at the time, but it was refused by the warranty company, and the dealership even provided me with a picture of the part that failed. I would take the word of the ACTUAL mechanic that worked on the vehicle over an agent located 857 miles away.
  
  

  Business response

  10/03/2024

  Hello,

  Please provide any documents, photos, or videos to support the bushing failure to ************************************* for review. Please reference the claim number in question US269566.

  Once the documents are received and reviewed, Cornerstone United will issue another formal response with the claim decision. If it is decided to overturn the current claim decision, we will need some additional information to include, is the repair complete and has it been paid? If so we would also request the invoice, so that reimbursement can be issued to your address of record. 

  If the decision is made to maintain the claim denial, a formal response will be issued outlining our determination and observations of the additional information provided.

  Thank you for your time,

  Customer response

  10/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and will send the required information..
  
  Thank you. 
  

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a water heater in my home that has never had tobe serviced or replaced. It was put in by the home manufactor and now it needed to be replaced due to it was leaking and no longer heating. I called Michaels Plumbing to service my water heater and this company came out and seen it was leaking and it was no longer heating. It was replaced with a new water heater that was same size brand and model number that was in our home. Cornerstone is making it difficult to get out refund from out warranty due to i do not have the information brand and model number from the original water heater that was in my home. On the paperwork from the sale of our home says 30 gallon water heater but my daughter looked up the model and brand online to see the price for me and it was 40 gallons and not water manufaotr of home has on our paperwork. ******** plumbing took all this information and purchased what was in our home and put new one in our home as it in same brand and model which is a 4 gallon water heater. The issue is cornerstone united is refusing to reimburse me for warranty i am due for reason i do not have brand and model number. I paid $2106.42 for new water heater and installation from Michaels Plumbing. My warranty statews i have to call someone out pay all cost then send the bill in and then that will deduct $50.00 then refund me back difference. $2106.42-$50.00 i am to get back $2056.42. Cornerstone is trying to now reenburse me back my money over i dont have the model and brand number of water heater that came in our home. I want my refund back from cornerstone united. This is not first time they refused reimbursing me a refund. Window issues on other time. my daughter is ********************* and handles all of my affairs. She reached out to Michaels Plumbing multiple times to get information on old water heaters but no help. They said they dont keep old water heaters. she sent pictures of old one to them, but they say that cant find them. I called cornerstone united today.

  Business response

  09/06/2024

  Please see attached for details. 

  Customer response

  09/06/2024

   
  I am rejecting this response because: We do not have the model or serial number from original water heater that came in our home. ******** Plumbing has not responded to our multiple calls requesting this information. I left messages with ******** Plumbing asking for the pictures I sent them text message for them to have showing the water leaking and to have for reference to match exactly what was in our home. The pictures i sent to ******** plumbing had the model and serial number on it so they can purchase correct water heater for our home. We have never had replaced water heater in our home. My daughter has reached out to ******** Plumbing multiple times and they are not responding. They told her once they cant locate pictures she sent, Issue i did not write this information down, sent pictures to ******** Plumbing not responding back and ignoring our calls. Daughter Called ******** on 09-06-2024 forwarded to voicemail. I just want to be reimburse what I paid minus $50.00 deductible. I'm 82 years old and did not think to write this down. I did not take picsture, daughter did and she sent to *************************, she deleted them afterwards.
  

  Business response

  09/11/2024

  Please see attached. 

  Customer response

  09/12/2024

   
  I am rejecting this response because: i cannot locate the pictures. My daughter took pictures requested by the repair company and sent them to Michaels Plumbing. No one from ******** has returned any calls or sent email back to my daughter. So with that said we do not have the pictures, only the invoice as proof our water heater in our home was defected by leaking and not heating. The servicer did indicate water heater leaking and not heating. The pictures my daughter sent to ************************* showed rusted looking one front of water heater which indicates leaking. So i do not know what more I can do because I do not have any pictures of the water heater that was installed in my home from the factory. ******** Plumbing is ignoring my daughters calls. They even hung up on her, they acted like they couldn't hear her, then she called back on last day i indicated in my follow up. She has given up and so have I. I do not have the pictures and nothing more. I can only state that the water heater is same brand and size. Michaels Plumbing ************. The invoice is all I have. We have never replaced the water heater before the one from factory and Michaels Plumbing matched what was in out our home.
  
  

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new manufactured home in May of 2020. It came with a home warranty. I was told the home warranty would last for 7 years and cover the home if there were any problems/issues with the home. Now that the home is 4 years old I have a leaking roof. I had a roof inspector come out to look at it. He wrote up a report explaining the roof has failed and that there are multiple leaks. In order to repair it, the entire roof would need to be reshingled properly as well as ventilated properly. The home warranty rejected my claim. They told me that shingles were not part of the roof structure and therefore they would not cover the cost to replace the roof, nor will they cover any damage that the leaks may have caused.

  Business response

  08/06/2024

  Please see attached. 

  Customer response

  08/07/2024

   
  I am rejecting this response because:  I believe it is highly deceitful to not include shingles as a component of the roof structure.  It would not be a roof without the shingles.  It's like providing someone with air, but no oxygen.  Very dishonest.
  
  

  Business response

  08/12/2024

  Please see attached. 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  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

  04/24/2024

  CornerStone United Response: Better Business Bureau Case # ********
  
  Contract Holders: Alyssa Sample
  Contract: AXPPNATE43033
  Vehicle: 2011 Land Rover Range Rover Sport
  Claims: US254291
  
  Better Business Bureau complaint # ******** (the Complaint) has been reviewed in association with ****************************** ******* Contract, AXPPNATE43033 (the ******* Contract), administered by CornerStone United, Inc. (CornerStone). The ******* Contract applies to Samples 2011 Land Rover Range Rover Sport (the Vehicle).
  
  Due to the character limitations, please see the attached for the complete response.
  
  If you have any questions, please let us know.
  
  Thank you.

  Customer response

  04/24/2024

   
  Better Business Bureau:
  
  I took my vehicle to another shop, and have bought some time with car, albeit out of pocket for costs. However, Cornerstone has been difficult to work with to say the least. JD Power and ***** Blue Book are no longer indicative of pricing for used cars in my market. A quick ****** search will show the massive discrepancy between their valuation and what cars as actually being sold for. I will never again purchase a warranty with this company. I never once received a call and their response is completely impersonal. 
  

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an extended warranty for my vehicle from this company. I have a couple issues that have arisen from my vehicle identified by the dealer service ***** The items that need repair was conveyed to CornerStone United ************************ **** who I purchased the extended warranty from and they informed the dealer that they would only cover a portion of the labor costs and not the entire costs. Partial coverage for labor is not in the contract and since it is an approved repair shop (Audi dealership) said costs must be covered per the contract. Moreover, the warranty company agreed that the issues found are covered by the warranty but not the entire labor cost in order to make repairs. Finally, the dealer service **** agreed to cut labor costs a bit to assist in the overall cost yet, the warranty company still did not agree to cover all costs.

  Business response

  04/19/2024

  CornerStone United Response: Better Business Bureau Case # 21558883
  
  Contract Holders: *************************
  Contract: AXTFLE10342
  Vehicle: 2016 Audi S6
  Claims: US254122

  Due to the text box character limitations, please see the attached documents for our official response.

  Thank you,

  CornerStone United

  Customer response

  04/19/2024

   
  I am rejecting this response because: In the response given, the warranty company outlines an excerpt from the contract: 

  The contract also defines REPAIR COSTS under I. DEFINITIONS on
  page 2 as: The usual and fair charges for replacement parts (of like kind and quality) and labor
  based on the normal hourly labor rate needed to perform repairs covered by this CONTRACT.
  Replacement parts may be new, remanufactured or of like kind and quality.
  

  The servicer is an authorized Audi dealership and repair center.  So their hourly rate is normal and the contract does not stipulate any where that an authorized dealer is otherwise not normal.  Furthermore, the response quotes: 

  "CornerStone utilizes several nationally recognized and authorized labor guides to determine usual
  and fair labor charges. The labor time submitted by the Servicer to resolve the Vehicles failures
  was adjudicated in accordance with multiple nationally recognized labor guides to verify what is
  fair and customary for those repairs. The labor authorized is not partial but is in keeping with said
  labor guides in whole."

  The labor time set by an authorized dealer and service center is not regulated by said warranty company nor their contract.  Informing the service center how long many labor hours it takes for them to repair the vehicle is unjustifiable. The service center wanted to work with the warranty company some and even reduced some of their labor costs as to not have me incur too much costs.  This discount is reflected in the attached photo.  For these multiple reasons, I reject their position and would like a reimbursement of the difference of the final bill of: $278.00

   

   

  Business response

  04/24/2024

  CornerStone United Response: Better Business Bureau Case # ********
  
  Contract Holders: *************************
  Contract: AXTFLE10342
  Vehicle: 2016 Audi S6
  Claims: US254122
  
  Better Business Bureau complaint # ******** (the Complaint) has been reviewed in association with ******************* ************************ Contract,  AXTFLE10342 (the Service Contract), administered by CornerStone United, Inc.(CornerStone). The Service Contract applies to Greavess 2016 Audi S6 (the Vehicle).
  
  A phone conversation was held with ******* today (4/24/2024) in which detailed information was discussed concerning the determination and evaluation of labor times. The phone conversation was concluded in a mutual agreement on how labor times are adjudicated. CornerStone has agreed to reimburse ******* for 50% of the labor overage discussed in their complaint, due to the experience ******* has encountered during the service of their Vehicle. ******* will receive a check from CornerStone in the amount of $169.00.
  
  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

  04/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased the extended warranty on my 2015 ***** Silverado 2500, which I paid ****** in full cash. ***** for the extended warranty which I was told I was getting the full bumper to bumper. I said I wanted the best warranty for my truck. Not a week and half later the coolant level low came on, took to ***** dealership and after inspection was told I have blown head gasket and that my power steering was going out. Purchased vehicle 12/20/23. Took to shop 1/04/2024. The service writer had to go back and forth with them it took them a month and half to finish my truck. Cornerstone denied the claim due to a modification error. I was told I was getting the very best warranty that covered anything that happened to my truck for 3 year. Was later informed they actually sold me just the power train warranty. Reached out to dealer they said they would contact Cornerstone and left many voicemails with no return calls back. They also stated they quit using them shortly after I bought my truck because of so many issues with them. They denied the claim entirely and I had to pay ****** on a vehicle I just spent ****** just week earlier. They said they will get me a refund if my warranty but I also am out of state. I couldnt leave to go back home until the truck was finished which cost me another ****** in rental car fees and another ***** for lodging because we had to stay here longer. I am not satisfied with just the warranty refund and have tried to contact cornerstone myself and they never answer the phone. The service writer has told me he willl have my back on this as well. I am going to be contacting my lawyer if this doesnt get resolved. I also have confirmation that *********** knew there was modification to this car and sold me the basic warranty and I was told it was the best one

  Business response

  03/04/2024

  Please find our response attached.

  Customer response

  03/04/2024

   
  I am rejecting this response because: 

  I desperately would like to cancel my warranty, I am now realizing that Corner Stone was only doing there job but the dealership wont let me cancel the warranty because I am out of state and they said I have to come into the store. I asked if they could mail the documents or email so I can sign them and they told me no. Can you please assist with this. I really would like to cancel the warranty please and they dealership and I are not seeing eye to eye and there making it very difficult 

  
  

  Business response

  03/08/2024

  Please find our response attached.

  Customer response

  03/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
   
  Thank you. 
  

  Customer response

  05/09/2024

  I am rejecting this response because:
  

  I bought a warranty for my truck from this company and I have sent in a form to try and cancel and its been over two months and still have not received my ***** refund.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had to greatly downsize, due to character limits.I purchased a CS Auto warranty when I bought my car in 2020 from ************ in **********, **. At that time, I was given a pamphlet and one page contract that said the warranty coverage includes engine, transmission, seals, gaskets repair/replacement.Last week, I went to start my car and a banging noise happened. I had the car towed to a dealership. They pulled the engine apart and diagnosed that the engine seized and would need to be replaced. ****** contacted my warranty company. They agreed to pay $3.5k of the $5k that it would cost to replace the engine. I referred to the contract I signed when I purchased the warranty. There was nothing that said it would only cover up to $3500. I looked at their website, it even implies there, that my purchased X1 policy is full engine coverage, minus a $100 deductible I contacted CS to inquire why they were not fully covering the cost of the replacement engine. They said that the contract they had on file, listed coverage up to $3500. I explained that that was not what my contract said and asked them to send me a copy. They sent me a 9-page contract with no signatures. On page 2 of that contract, it says up to $3500. I explained to CS rep that this was not the same one I signed, and I had never have even seen pages 2-9. Plus there was no indication that there were more pages to the contract. I felt very uneasy about this new contract , that had 8 extra pages. I told the supervisor at Cornerstone, that I would investigate it and call back.After reviewing, I noticed that the contract that CS sent to me- did not match the contract I had. They had the dealer listed as **** not Prime. The contract that I signed, listed the dealership as ************- not **********. So, they generated a 9-page, false contract, and told me it was mine. In these added pages were limitations and exclusions that were not part of the warranty contract that I purchased.

  Business response

  01/29/2024

  Please find our response attached.

  Customer response

  01/31/2024

   
  I am rejecting this response because:

  The contract that they attached to this email is not signed and was not the contract I purchased. The contract that I have in my possession, that was signed by me, is ONE page. I was NEVER presented with a 9 page contract. The contract that I have signed, does not indicate that it is page 1 of 9. There is NO indication that there were more pages to the contract. The ****** dealership and I had no clue about the extra 8 pages. I was given a one page contract with a brochure that indicates full engine coverage x1. On the brochure I received at purchase, DOES lists other exclusions and limitations. I was NOT made aware of any other exclusions and limitations to the contract. Even their website when looking up the x1 coverage DOES NOT list exclusions and limitations. My signed contract does list exclusions and limitations to other parts of the contract ie; $100 deductible, rental vehicle and towing both up to a certain amount. Why does it list exclusions and limitations on these, but not the big one- like engine repair ( the main reason I purchased it)? This seems deceptive. It makes the consumer believe that this is the extent to the limitations and exclusions. The contract that they attached and filled out with my information, is not the contract I have and is not signed by me. I had never seen that 9 page document until I needed the coverage. They made up this document (even had wrong info on it) and attached 9 extra pages.Is there no law that requires warranty companies etc to carry signed contracts from people who have purchased their product? Is there no law protecting the consumer from a large company that says "this is her contract?" Again, I had never seen that document they've presented as 'mine'.How is a consumer to know there are more exclusions and limitations if we are not presented with more? The contract that I signed does NOT indicate there are more pages. How would I possibly know what I'm never presented with??

  
  

  Business response

  02/05/2024

  Please find out response attached.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an extended auto warranty, for $4800. Xtended Auto by CornerStone United *** denied every claim that was submitted. Even when the repairs were ***luded in my warranty. They also make it extremely difficult to reach anyone on the phone. Company appears to be a scam. Possibly pursuing litigation.

  Business response

  01/19/2024

  Please find our response attached.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************ is a joke I sent in a ************************ regards to my new home with break downs of everything they needed and denied it and what they did approve they wanted me to be responsible for what they didnt For instance my sub floor is bowing due to a water leak and has caused multiple board to bow now they say they will cover the sub floor but will not cover the flooring or trim that has to be ripped ** in order to repair said thats my responsibility which is a complete joke ************ says they cover structure of the house but god forbid something that is on top of the failed part your just out of pocket if not fixable or able to reuse Then when you call them the people you talk to dont know anything about houses the service guy has to ask his nanny that sits with him what to tell the customers This warranty company is a joke and needs to just close and quit with all the lies and poor business acts they are doing

  Business response

  12/11/2023

  Please find our response attached.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I wrote to Cornerstone United in order to cancel my extended warranty on the 2010 ****** Tundra I purchased as per the contract i signed and the company refused to honor the cancellation request.this needs cancelled as per the contract and effective the date i made the request.I have a copy of the contract that was signed explaining specifically the process which i followed precisely. this website is not allowing upload but will provide if needed through other means.

  Business response

  11/21/2023

  Please find our response and supporting documentation attached.

  Customer response

  11/21/2023

   
  I am rejecting this response because:
  

  1. The mileage claimed is a gross error. I have included purchase paperwork with highlighted sections for clear evidence of this interesting error. Mileage on 8/17/2023 was ******* at the time of purchase.

  2. The Contract provision cited is yet another gross error. Again, I have highlighted the section for the ******************* which provides clear evidence of this most interesting error. This very same contract states that up to 60 days, 100% of the purchase price will be refunded. It is only after this 60 day period where any mileage calculation will be used. Ill refer to the letter that cornerstone provided that I wrote requesting the contract be canceled effective Immediately dated 9/18/2023. This simple math calculation equals 33 days. This is clearly within the contract provision and no mileage is required.

  3. Incidentally, I did actually call previous to October 22,2023. I left a recorded voicemail stating the mileage that was not required per the contract provision in ****************. That point is clearly moot at this point. 
  

  Considering the overwhelming evidence that would very easily stand ** in court on its own without explanation, I respectfully request a full refund in the amount of $3771.00 immediately

  Sincerely, 

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

  
  

  Business response

  11/27/2023

  Please find our response attached.

*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. ↩