Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:17/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:15/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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 Answer

  Date: 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,
  
  ***********************