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:01/21/2025

  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.

  I have sonsio for warranty which I got when I purchased my vehicle in 2020. I just now filed a claim with sonsio in 2025 for a scratched rim repair which the warranty covers. The rim repair was done on January 17, 2025 which wasnt done properly but after picking my vehicle up I noticed that front driver area where the rim was repaired was not driving as it was when I dropped it off. I notified the sonsio of the issue and then took my car to **** to be checked out to see what was going on. **** informed me that a bushing torn, which is by the tire area from my understanding so I notified sonsio of that issue. They followed up with me and said theyre not covering it and are not responsible for that damage. My car was just at **** and got a full multi point inspection one- two weeks prior to incident and there was no issues noted of this damage that took place after the rim repair. I submitted to them the video as well as an estimate from **** to cover the repairs and they are telling me they will not recover the repairs. I would like to try to resolve this issue as my car was not having any of these problems prior to their technician working on my vehicle. The repairs are being done and I would like to be reimbursed for those charges.

  

  Business Response

  Date: 01/27/2025

  Thank you for bringing your concerns to our attention. At Sonsio, we strive to ensure a positive experience for all our guests, and we take feedback seriously. We understand your frustration regarding the repair of your wheel and the subsequent issues you experienced. After carefully reviewing your claim, including the video and photos provided, and working directly with the technicians and field manager involved with your repair and at the dealership, we have determined that the torn bushing reported is unrelated to the wheel repair performed under your warranty coverage.
  
  We recognize that you had a multi-point inspection performed prior to the incident, and we appreciate your efforts in sharing the inspection details with us. While we sympathize with the inconvenience this situation has caused, our investigation does not indicate that any action from the technician during the wheel repair could have led to the torn bushing.

  Our warranty explicitly covers the repair damaged wheel as outlined in the terms and conditions of your agreement. However, it does not extend to unrelated mechanical issues or damages not directly caused by the covered repair.
  
  See below for coverage and exclusions section of your contract:

  Cosmetic Wheel Repair Coverage:
  Cosmetic Wheel Repair: provides coverage for unlimited cosmetic repair to all original equipment wheels when the normal appearance of the wheel is altered with minor curb scuffs, scratches, scrapes, or rash. The number of wheel repairs is unlimited over the full term of this Agreement.Replacement if not eligible for repairs.
  
  Cosmetic Wheel Repair Exclusions:
  Cosmetic Wheel Repair does NOT provide coverage for: (1)dented, cracked, or bent wheels; or (2) damage caused by road hazards.
  
  Regarding the driver front wheel, Alloy Wheel will be contacting you to arrange for the wheel to be fully remanufactured. 

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22839498
  
  I am rejecting this response because:
  This is not a reasonable response and not helpful at all. Further more the damage to my wheel is still there and wasnt repaired correctly and I have yet to receive a call about getting the repair done properly. As well as *** had this service plan since 2020 and have NEVER used it and the time I do I have an issue my vehicle as well and the rim not properly repaired so something needs to be offered. This is terrible business. 
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 02/06/2025

  Wed like to provide an update on the progress of your wheel repair: On January 31st,Alloy Wheel reached out to attempt to schedule the repair. After a follow-up on February 5th, you scheduled your repair visit for Monday, February 10th. We understand that coordinating a repair can be challenging, and we're pleased to assist with arranging a rental to ensure you stay on the move during the 2448-hour repair period. Were committed to providing clear communication and seamless service, and well keep you informed once your rental is confirmed. We appreciate your patience and look forward to serving you.

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22839498
  
  I am rejecting this response because: The wheel repair has nothing to do with the damage that was caused to my vehicle. That is a totally different incident so I want to be refunded for what I paid for. The wheel repair is not yallo doing me a favor I pay for that warranty that covers that as well as the rental so this is a service I pay for this is not a resolution to the damage previously caused to my vehicle the last time it was in your companies possession. So we can agree to reimburse me for the damage. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:01/13/2025

  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.

  Sonsio is the administrator of the extended warranties purchased on a previously owned 2023 ******* ****** from ****** ******* of **************, *******. On August 6th, 2024, following Tropical ***** ******, a claim was filed with my auto insurance (Auto Owners of ****************) due to flooding on our property. The car was picked up by ******, inspected, and deemed a total loss on 09/17/2024 to which the insurance promptly paid out the claim. The ************* subsequently paid out their portion of their claim within 45 days.A cancellation request was emailed to ************************************* on 12/19/2024. A response was received on 12/20/2024 indicating total loss documentation was required to complete the claim and that the submission was incomplete. ALL fields on the submission were complete as this is not related to a dealer-requested cancellation and it was clearly indicated it was due to a total loss of the vehicle. Additionally, the auto insurance company provided correspondence that the vehicle was a total loss which was forwarded onto *************************************.A representative (who never identified themselves) indicated the form was still incomplete and that the total loss documentation provided was not something "they" could accept; however, they never provided any indication as to what would be deemed acceptable. When asked what is considered acceptable, no response was provided.The request as submitted and completed is to refund the warranty amount to the bank to satisfy the remaining lien balance due to the total loss.

  

  Business Response

  Date: 01/27/2025

  On 1/10/2025 we were notified by [the dealer group] that the contract had been cancelled in their system at *****%. We responded to the customer on 1/13/2025 that "Thank you, we have submitted for processing, in two weeks you can call [the dealer group and provided the toll-free phone number] as they will write and disburse the check and provide all further details regarding amount and mail date." The cancellation was issued to [xxx ************* on 1/9/2025. The customer will need to work with the dealer group and credit union if they have not received the refund. Full details are available in the email sent on 1/13, or the customer can email us back if they need that contact information provided again.

• Initial Complaint

  Date:11/02/2024

  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.

  Easy to find similar reviews to my experience. I hit a road hazard and immediately called sonsio to ensure I could have a tire shop (discount tire) replace it. They said yes and told me which pictures I would need. I sent in the pictures and the invoice and they denied it because the invoice didnt have the *** and they claimed I hadnt sent pictures. I got an updated invoice from discount tire and sent it in. I then followed up twice and received no response. Then today I received another denial email claiming I hadnt sent the pictures (sent 6 weeks ago) and still hadnt sent an updated invoice. I know I should have gone with my gut when buying this insurance. I only did it to protect the wheels becuase teslas have a reputation of getting severe curb rash but now its obvious this company not only makes money up front but also on the back end for denying valid claims. I have copied my attorney on my emails and will take action. Its probably not worth the cost but this company deserves it for the way they operate. Trust the complaints and reviews and stay away.

  

  Business Response

  Date: 11/06/2024

  For clarification, this customer's claim was not denied, we were waiting on additional information and documentation to complete the claim. Here is some additional context:

  The customer initially sent a replacement invoice on 9/24/24, but it was flagged for a missing address because the invoice address did not match the contract and claim records. This flagging process ensures that reimbursement checks go to the correct address and does not lead to claim denial. On 10/30/24, the customer submitted an updated invoice with the correct address. This document has been updated in our system, confirming the reimbursement check will be sent to the correct address.

  Additionally, regarding the picture requested, Ive attached the automated notification sent to the customer, which clarifies that the claim was not denied. There seems to be some confusion from the customers end, so we have determined that a call to clarify would be beneficial. One of our ************* Supervisors left a message for the customer earlier today with his direct contact information and hope to resolve this today.

   

  Customer Answer

  Date: 12/03/2024

  The company claimed they accidentally sent automated messages even after I sent the requested documentation multiple times and then only after filing the complaint they claimed a check was mailed on 11/6. As of 12/01 the check has not been received. I have notified the company and they have not responded. I did not update the status as I had not yet received the check. 
  
  Thanks,
  
  
  
  ****** ******
  

  
  

  

  Business Response

  Date: 12/16/2024

  Some of the "automated messages" mentioned by the customer were part of our efforts to confirm their correct mailing address. A ************* Supervisor left a voicemail on 11/6/2024, but the customer did not return the call. On the same day, a claims payment check was mailed. The customer contacted the ************* on 11/29/2024 to report that they had not received the check. Our Accounting Team confirmed that the check had neither been cashed nor returned. As a result, an email was sent to the customer on 12/3/2024, explaining that a new check could be issued after the 45-day waiting period that ends on 12/23/2024. As of today, 12/16/2024, the original check remains uncashed and unreturned. We will follow up next week to reissue the check if necessary.

  Customer Answer

  Date: 02/28/2025

  As un update. After they claimed they sent the check (never received) they resent (same correct address  provided originally) the company sent me a check with the wrong customer name on it. After contacting them they said they were sending another check but it has been one month and I havent received the check. Its now been four months since all documentation was submitted. This is not a legitimately company and customers should avoid at all costs. 
  
  
  
  
  ****** ******
  

  

  Business Response

  Date: 03/10/2025

  On February 28, 2025, one of our ************* Supervisors reached out to the customer again to sincerely apologize for the delays he experienced in receiving payment. We acknowledge that this was an unfortunate situation and not reflective of our typical claims processing timeline. We greatly value the customers business and appreciate the opportunity to restore his confidence in our service. A replacement check was issued on February 26, 2025, and successfully cashed on March 5, 2025. We sincerely apologize for any inconvenience this has caused and appreciate his patience while we resolved this matter.

• Initial Complaint

  Date:10/17/2024

  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.

  On May 29th, 2024 I purchase 4 new Pirelli tires from *** of **************. These tires included a 12 month warranty from Sonsio, including road hazard coverage.On Saturday, Sept 14th I got a flat tire from a nail. I took my car to ****** *** to have the tire ***laced under warranty. I could not get ahold of ************* *** to get the paperwork (it was a Saturday and their salespeople were busy). I needed my car, I went ahead with the ***air under the assumption that I could retroactively get refunded for the ***lacement tire.I got the paperwork 4 days later, took it Irvine ***. They contacted Sonsio, they said they would NOT cover the ***air since the paperwork was not submitted at the time. At the suggestion of Irvine *** I called Sonsio. The *** at Sonsio assured me on the phone that they WOULD cover the claim, and emailed me Sept 19th requesting the paperwork. I sent them the paperwork on Sept 20th. (See attachments)Since then I have received no ***ly communication on the status of my request. I have emailed them again as well as called on multiple occasions but I have not received any call.The funds either need to be sent to me, or refunded to Irvine *** who can then refund me.

  

  Business Response

  Date: 11/03/2024

  Upon researching the customers complaint we discovered an oversight in the servicing facilitys original claim submission resulting in an error which we have since resolved with the customer.

• Initial Complaint

  Date:10/09/2024

  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.

  I purchased sonsio carefree appearance warranty. I've filed claim and they won't cover repairs needed. On the website it has additional repairs covered and it doesn't say what else is covered. The pics show bug splatter, interior markings and scuffs, ***** stains on back of car, stain on passenger seat, tear in plastic trim around door, I was told door trim and tear on driver seat isn't covered. Attached is list of coverages from website.

  

  Business Response

  Date: 10/16/2024

  Thank you for reaching out. We value your feedback and take it very seriously within our claims department. Our goal is to provide world-class service to all customers, and we understand when there may be confusion around coverage details. However, it's important to note that our website is dealer-facing and lists all potential coverages that could be offerednot the specific coverage of an individual consumers contract. In this case, on 5/17/24, the customer purchased a Service Contract, which we administer, along with the purchase of his vehicle from a participating dealer. This Contract has its own specific coverages, so customers should always refer to the Terms and Conditions provided for their coverage details.

  On 10/4/24, Mr. ******** called our ******************** to file a report of damages on his 2020 Kia ******************** style="font-size: 0.875rem;">He indicated on the call that there was staining on the interior driver and passenger seats and paint chips, dent, and ***** staining on the exterior on the front bumper and trunk lid area. An interior and exterior claim were opened. We requested that Mr. ******** send in photos of the damage, which he did.

  The photos show bug etching on the front bumper, an unknown dark stain/mark on the trunk area, unknown stains and scratches on both seats and unknown stain or scratch on the door panel. Mr. ******** was informed that we will reach out to a certified detailer to assess the damages so we can confirm coverage. 
  
  On 10/9/24, Mr. ******** emailed us advising that we missed the bug staining on the front of the vehicle, side mirrors, stain on the passenger seat, tear in the door molding, tear on driver seat. We informed the guest that we had received photos of the tear in the door and tear in the driver seat, and this is not something covered under the warranty. It covers for staining on the exterior painted surfaces and interior fabric and leather.  
  
  See highlighted portions in the attached for coverage and exclusions section of the customer contract.
  
  We informed Mr. ******** on 10/9/24 that tears or scratches on seats are not covered under his policy. Bug etching on the front bumper would be covered. Staining on the seat and door panel and the dark stain on the exterior should be covered but will need to be assessed by a certified detailer to confirm what caused the stains. We explained to Mr. ******** that we will schedule a visual inspection with a certified detailer to assess the damages. 

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22403775
  
  I am rejecting this response because: The what I requested is covered in the contract except the tear on the seat. The website is consumer facing I selected the link for consumers. When I purchased the warranty it wasn't explained clear and what I was told isn't what's in the contract. I was mislead about coverage. It's all I will say about that. I won't ever purchase from them again. No. They sent the detailer information I haven't heard from them. I have called and sent voicemails and haven't received the response yet.

  
  Sincerely,
  
  Virtue ********

  

  Business Response

  Date: 11/03/2024

  Thank you for reaching out again. We appreciate your patience with our review and response. We want to provide additional details regarding the status of your detailing appointment and your coverage.
  
  According to our records, the detailer met with you on October 24th to assess your vehicle. Following that assessment, we approved the estimate they provided for the interior and exterior detailing. According to our records, the detailer indicated that your appointment would be scheduled for the week of November 11th. We have followed up with a call and an email to confirm this arrangement.
  
  Regarding coverage, we understand that your experience has not met your initial expectations. We apologize for any miscommunication that may have occurred at the point of sale by the dealer. We strive for clarity in our coverage terms both from us as the administrator and from the dealer or seller of the products and services.
  

  If there is anything more we can do to support you, please let us know.

• Initial Complaint

  Date:08/27/2024

  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.

  I thought submitting a claim for towing reimbursement would be simple. It was not. Sonsio and Technet Roadside Reimbursement program is dishonest to consumers. I tried twice to submit two different invoices per the request of Sonsio. I emailed them : ************************************ They denied my claims even with correct invoice. A local mechanic told me any invoice is eligible and considered for tow reimbursement. Yet Sonsio continues to deny my claim requests. I just got done reading both consumers and dealers fedup with Sonsio. And now I can see why. As I been treated poorly by this business. My tow in January 2024 was to a Technet auto repair shop. I paid a tow company $180 to tow me. As well as my most recent 7/29/2024. I paid $65 to tow to this El Patron auto repair shop. Why can't they accept either? I think they're a scam business. Giving false promises and can't be trusted.

  Customer Answer

  Date: 09/05/2024

  Dear BBB
  
  The company refunded me the $65 , and apologized in a short note attached with the check. See attached check statement.
  
  Thanks
  
  *********************
  ******** , *************;

• Initial Complaint

  Date:08/07/2024

  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.

  Sonsio is administrator for a tire and wheel protection plan I purchased for my RV. After a blowout on one of my rear tires, I filed a claim with Sonsio (#*******). They refuse to pay my claim (first because I did not obtain authorization for replacement, even though I called and they did not answer the phone, and second because I cannot send them photos of the damaged tire, even though I have explained to them the tire exploded and was spread along the interstate, leaving no identifiable piece of tire on the wheel).

  

  Business Response

  Date: 08/07/2024

  Thank you for taking the time to leave us your feedback, ******. We understand your frustration and we consistently strive to ensure that our customers have a clear understanding of the services they are purchasing. Your feedback is valuable as it helps us ensuring the accurate representation of our products and services during the sales process. Ultimately this claim was ineligible for coverage based on multiple factors. Below is the link to the terms and conditions of the coverage on Good **** website that details the claims process and requirements that a Good *** customer with this coverage must follow and that we adjudicate to as the administrator.

  ******************************************
  
  In the case of this claim and the details on why the claim was ineligible:
  1. Prior authorization was not obtained for the replacement of the tire. The member had the tire replaced on 07/02 and Sonsio was first contacted on 07/12.
  2. The damaged tire was not retained allowing any information to be verified.
  3. Due to the two factors listed above, Sonsio was unable to confirm any information needed for the claim such as road hazard damage to be the cause of failure to the tire. 

  We would be more than happy to have someone reach out to you to discuss this with you further if you have additional questions.

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22068187
  
  I am rejecting this response because:

  1. Prior authorization was not obtained because the phone number provided in my contract was not answered. I did not feel safe sitting on the side of a busy interstate while waiting for someone to answer. In addition, I filed my claim with Sonsio on July 6, not July 12. The incident occurred while I was traveling from ****** to ************, and July 6 was the first opportunity I had to get the information together and file the claim. The latest correspondence I received from Sonsio said the claim was denied because "the tire was lost", nothing about not receiving prior authorization. I have included a copy of their denial as part of this response.

  2. I was not able to retain the damaged tire, because the pieces were spread over at least a half mile of busy interstate after the explosive blowout. The only thing left on the ** were pieces of steel belting and tire bead wrapped around the axel and wheel. I did not feel safe walking in the busy interstate to find pieces of tire that may contain manufacturers codes or dates.

  I know Sonsio will not honor this claim, but feel they should change their coverage to just fixing flats. It is not possible to retain the damaged tire in the case of an explosive blowout like I had. This caused extensive damage to my **, making it unlivable in the present condition. My ** is currently in the repair shop for approximately one month to get this damage repaired.

  Hopefully my complaint here and with the ********************************* will make Sonsio reconsider their business practices.

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

  

  Business Response

  Date: 09/30/2024

  Dear Mr. *********************** message is regarding the complaint you filed with the BBB (ID ********* against Sonsio Vehicle Protection. In light of the fact that we were able to work with you on the photos you were able to provide us of the other remaining undamaged tires on your vehicle, and subsequently Sonsio was able to proceed with covering the claim, we would like to request that you confirm the resolve of this complaint with the BBB so that our public profile is reported correctly. Thank you in advance for your cooperation.

  Customer Answer

  Date: 09/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Sonsio was agreeable to work with once they understood the complexities of my claim.
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:06/19/2024

  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.

  I initially had my catalytic converter replaced in May of 2022. In September of 2022 the same check engine light came on. I used a free code reader and it said it was the same code that necessitated the catalytic converter replacement. I was unable to schedule with the same shop as I was moving, but had a separate shop verify that I needed a new catalytic converter in September. Despite having proof that the work was not "free from defects in materials and workmanship for 24 months or ****** miles" my warranty claim was denied because I did not bring it in during this period despite the warranty contract not stating it needs to be returned during this period.

  

  Business Response

  Date: 06/21/2024

  ******************, thank you for your feedback. We had a manager review your claim in our system, and here are the details of our findings. We see that you contacted us on 6/18/2024, and at the time of this call, the original repair done in May 2022 was out of warranty as it passed both the time and mileage parameter of the 24-month/24,000-mile warranty. The time between the original repair and the claim was 26 months and ****** miles.
  
  We do see that you supplied an invoice from the ***** Dealership dated 9/16/2022. The invoice does state that there was a P0420 code,but you did not have it repaired. They estimated that your vehicle potentially needed the catalytic converter and oxygen sensors assessed or repaired. However, it is important to note that a P0420 can have many root causes, not only the catalytic converter. Now that an additional 13 months (and an added ****** miles) have lapsed, the repair is outside of the warranty parameters and therefore not covered. 

  If you have additional questions, please let us know.

• Initial Complaint

  Date:05/05/2024

  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.

  We got a dent and they refused to repair it. It was said that it didnt qualify. I will try to upload the contract.

  

  Business Response

  Date: 05/06/2024

  On August 31st,2023, **************** purchased a 2024 ********** Atlas 4Motion from ******* **********, **. During the purchase of the vehicle, they sold him a plan in which we administer, Ding Shield Ultimate Unlimited Wheel.
  
  On February 26th, 2024, **************** called in to our customer care center to file a report of damages on his 2024 **********. He indicated on the call that there was a dent located on the driver quarter panel of the vehicle. A claim was opened. We requested that **************** send in photos of the damage. He did as requested.
  

  The photos were shared with our technician who advised that due to the depth of the dent throughout the body line, it cannot be repaired using the paintless dent removal technique. Instead, the repairs will require a body shop. The technician also advised that the affected area would need to be painted. See below for coverage, limitations, and exclusion section of the customer contract:
  
  Ding Shield Ultimate Coverage:
  The Ding *********************** Plan includes: Paintless Dent Repair (PDR): provides coverage for unlimited removal of certain dents and creases from the Covered Vehicle using Dent Wizards PDR repair process.  Each PDR repair covers the removal of any dents and creases that do not exceed 3.25 x 2(approximately the size of a traditional credit card) within an area located on a single panel of the Covered Vehicle.
  
  Ding Shield Ultimate Limitations:
  D. This Contract provides repairs through Dent Wizards exclusive repair network.Excluding Cosmetic Wheel Repair, all repairs are limited to the cost of reconditioning; no replacements will be made. PDR repairs will only be provided if the repair can be made using the Dent Wizard PDR process. The Administrator shall have sole discretion in determining if a repair can be made.All repairs must be completed by a representative authorized by the Administrator
  
  Ding Shield Ultimate Exclusions:
  Paintless Dent Repair (PDR) does NOT provide coverage for the following: (1) any dents or creases that have punctured the metal or resulted in visible paint damage; (2) repairs to any area of the Covered Vehicle made of composite material (e.g. a bumper); (3) the replacement of any parts; (4) any damage that requires replacement of body panels, or sanding, bonding, or painting.
  
  Result
  On March 6th, 2024, we informed **************** that the damage was not covered. We explained that due to the depth of the dent throughout the body line, it cannot be repaired using the paintless dent removal technique. Instead, the repairs require a body shop as the affected area will need to be painted.
  
  We understand ******************** frustration and disappointment regarding the denial of his dent claim, particularly given that this is his first claim with us. As a gesture of goodwill, we are willing to make a one-time exception by covering $250 towards the body shop repair expenses. Once **************** provides us with the invoice and receipt, we will reimburse him the $250 amount. 

• Initial Complaint

  Date:12/18/2023

  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.

  Sonsio Vehicle Protection will not reimburse my wife for a claim that's 100% covered. They say they will reimburse the paid deductible for our claim. Well, insurance took the deductible from the payout and gave us the remainder, making the deductible paid. They said because we didn't pay it with a credit card, they won't reimburse us.

  

  Business Response

  Date: 12/28/2023

  One of our ************* Supervisors spoke with ******'s wife (the policy holder) originally regarding this hail claim for reimbursement. At the time we had confirmed with her that nothing had been paid out of pocket and the vehicle had not had any repairs done. Following this BBB complaint, the Supervisor called and left a voicemail for *********************** (the one that filed this claim, husband of the policy holder) but has not heard back from the customer. We are happy to further discuss the claim with them if they want to respond to our messages.