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:11/27/2023

  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.

  I purchased road hazard insurance via Lexus. The Sonsio company has been a nightmareto deal with. 3 nights ago we got a flat tire after dark in the rain and a ****** dealership did the tire replacement. Sonsio refuses to reimburse me via the ****** dealership since the original tire was purchased at the lexus dealership. They want me to run around and find an uninvolved lexus dealer to create a fake invoice just so that sonsio can pay this dealer who will then supposedly reimburse me. I have called several lexus dealers who want no psrt in creating a fake invoice for sonsio just to feel comfortable paying lexus versus me! To make matters worse, team leader, ******, was beligerent when I asked for a supervisor. He wanted to play dictator over the phone and tried to beat me down refusing to administer my claim, denying it unless I allowed him to bully and completely disrespect me. He threatened me with denial if I did not stop complaining and allow him to treat me reprehensibly. I asked for his mgr to escalate and ****** laughed and told me that he refused to transfer me anywhere. ****** said that no one in the company will take my call for help because he was in control. ****** then laughed and hung up on me. This company engages in the utmost disrespect and uses managers like ****** to literally terrorize customers. ****** hates women and felt empowered by Sonsio to abuse me as a female customer by threatening me and following through with denying my claim due to his despise of me as an assertive woman who complained about the horrible chaotic procedure as well as called him out on his aggression and complete lack of professionalism. He told me didn't care if I filed a complaint and that no one at the company will help me because he would see to it. ****** yelled, and enjoyed antagonizing me.****** went very far clearly feels its okay to represent Sonsio this way and to completely trash female Lexus customers disregarding the legally binding contract per his whim

  

  Business Response

  Date: 12/08/2023

  We have had a supervisor in our ****************** communicating directly with the customer regarding this claim. There are certain program terms that we have had to adhere to and the situation doesnt typically allow for coverage. However, our supervisor has had positive conversations directly with the customer, and we think she understands more now as to why this is somewhat complicated to handle from Sonsios side given the details of the situation. We are currently working to help move this forward for the customer and with the participating dealership. 

• Initial Complaint

  Date:09/19/2023

  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.

  Purchased a tire warranty for road hazard and had a tire go bad due to road hazard and Sonsio will not replace the tire even with proof of tire going bad due to road hazard.

  

  Business Response

  Date: 09/27/2023

  The customers tire has a defect in it and the damage in the tread is not from road hazard. We are unable to verify road hazard damage to the tire. Both exclusions #** and #** (see below) of the customers coverage apply to this claim. The customer has been advised that they can reach out to Simple Tire as they do have a process for being able to assist in situations where the tire has a manufacturers defect. The customer should be able to get help from them on this given what we have verified for the claim. That being said, the two exclusions that apply to this claim and why we are unable to cover it are:
  
  #**: Damage to tires either in the sidewall or tread area due to dry rot, peeling, or cracking.
  #**: Repair or replacement of a tire due to manufacturer recall, defect or warranty or any reason the manufacturer will repair or replace the tire at its expense or at a reduced cost.

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20627858
  
  I am rejecting this response because: the cracking in the tread is due to the belt in the tire break due to a road hazard (pot hole). I just happened to notice something was wrong with vehicle before the tire blew out. The belt was inspected by installer and they confirmed it was from pothole that caused the issue. Issue was not there when tires were installed. If it was a manufacturer defect it wouldve been noticeable within the first ****** miles that was driven on the tire. But the issue came to be after hitting pothole. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/04/2023

  As we noted previously, the bubble damage to the tire is a manufacturer's defect, and the cracking in the tread of the tire is not due to road hazard damage based on *** standards. In order to further assist, we have reached out to Simple Tire on the customer's behalf, and ****** at Simple Tire has confirmed that they have started the process with the customer. They advised that, moving forward, they will work directly with the customer and let them know what else they will need. Simple Tire did not provide a claim number to reference for now but that we can reference the customers original order number. ****** did also show that it looks like the customer had recently started the request with them as well.

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20627858
  
  I am rejecting this response because: the bubbling in the tire is from a road hazard as previously stated. The cracking is from the bubbling from the tire about to explode. If not satisfied with the next response, I will pursue legal action. I purchased a road hazard warranty for a reason and for it to not be acknowledged when a road hazard occurs is ridiculous. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/24/2023

  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.

  We hit a rock that rolled on the road and blew the front right tire on a diesel pusher motorhome. We called Good ********** and they sent a company out to put a new tire on. Now they tell us we should have sat on the side of the road for 2 days until Monday when they were open so they could have come out and inspected the scene to make sure that's what really happened

  

  Business Response

  Date: 08/30/2023

  Thank you for taking the time to leave us your feedback,*****. As part of the terms & conditions of our program agreed upon with Good ***, it is our responsibility to verify damage before we pay claims. After reviewing your claims with a supervisor, we confirmed that you contacted us correctly within the eligible time frame following the service and that Sonsio did not tell you that you should have stayed on the side of the road. Inspecting tires for road hazard damage after the service takes place is allowable with this program. However,because you did not follow the claims process in maintaining possession of the damaged tire(s), Sonsio was not able to verify the road hazard damage and therefore was not able to cover the claims. Were sorry that you were frustrated with this process; we are following and enforcing the requirements and rules set forth for the program.We would be more than happy to have someone reach out to you to discuss this with you further.

• Initial Complaint

  Date:08/10/2023

  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.

  Around February of 2022 I purchased a tire from *********** which I will be filing a claim against as well. They said if I purchased another to buy insurance I did. Now the insurance will not fulfill its end of the agreement. I insured a tire they want me to do all the leg work. Claim #*******

  

  Business Response

  Date: 08/31/2023

  Looking into the claim for this customer ***************************, the customer called in to submit the claim back on 05/30/2023. Our representative went over the process and emailed all instructions to the customer at his personal email address. The email that every customer is sent for their claim will go over what information will need to be verified, what their options are for having that information verified, as well as what the claim can cover up to and the date that all claim documentation must be submitted by. This customer sent two of the required photos on 06/20/2023.

  We dont need photos on every claim, but the customer is given the option of sending photos to have the damage and information verified or they can take the tire to a local facility and have the facility call in the damage and information. The customer chose to send photos but only sent two of the required photos that the email states are needed. We marked the claim so that the customer received notifications stating what photos we are missing,those notifications were sent to the customer on 06/20/2023, 06/30/2023, and 07/19/2023. The customer never provided any additional photos for the claim, so we were never able to verify the tread measurement of the tire to ensure it is eligible. Additionally, the customer never provided the required Replacement Invoice within the claim submission deadline. 

  As a result, our claim system automatically denied the claim on 07/29/2023 at the end of the 60-day claim submission deadline after all required information had not been received. 

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20453166
  
  I am rejecting this response because:
  
  I paid for insurance on the tire The provider was not upfront that I would not have to do anything other than contact them to get a new tire. The provider insures and can offer me the customer of their services a new tire. Its damaged. The tire needs replaced. I want them to do what I paid them for. 
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/19/2023

  Type:Billing 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 April the 5th we had a tire blowout on 95 in Georgia mile marker 105 at 3:20 pm we called our good **** policy which routed us to Sonsio. We were off the side of the highway. We waited for 1.5 hours and they send the tire tech to wrong state. They sent another tech we waited for another 2 hours before he came, the tire tech advised it was very dangerous due to rush hour traffic we might need a police officer to get motorist to move over. He did change the tire. We paid 813 dollars for the new tire and the service to replace it.mwe were told we will be reimbursed for the tire for 512 dollars. We called them to find out where our refund was and they told us we needed pictures of the damaged tire. I said we do not have that info because it was never requested at the time. This company is fraudulent. Since we waited 3.5 hours because they made the mistake I want a full refund.

  

  Business Response

  Date: 04/19/2023

  Thank you for contacting us regarding your claim. As part of the Terms & Conditions of our Program, it is our responsibility to verify damage before we pay claims. We apologize you were frustrated with this process, but we are following and enforcing the requirements and rules set forth for the program (agreed upon by Good ***, the warranty provider). These same regulations are required for all claims of this type. 

  We do see in our system that you contacted us to submit a claim on 4/6/2023. Unfortunately, the claims process as outlined in the Terms & Conditions of the Program were not followed. It is clearly stated that you must keep possession of the damaged tire or take any photos of the damaged tire. As you noted, it was disposed of prior to you reaching out to us. As a result, we had no way of verifying the required damage and information needed to determine the claim was eligible. We sent your claim to Good *** for additional review once we had a copy of invoice and Good *** agreed to the denial of the claim.

  In regard to the experience you had with roadside assistance, Sonsio does not handle the roadside assistance portion of Good *** customers benefits. All of the roadside assistance is handled directly by Good *** for their members so that doesnt have anything to do with Sonsio. 

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19954679
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 04/20/2023

  ****** never advised that we needed a picture, we were on the phone with them 4 times that day. It was very dangerous for anyone to be out in that traffic.  

• Initial Complaint

  Date:11/25/2022

  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 filed a claim for a road hazard warranty. They sent me a guide with all the pictures samples. I sent all the pictures and then they started to ask for more documents like original invoice, repair invoice, and tire size pic, which was not specified on the initial documentation they sent.I have sent tire size pic 3 times, last one with a markup. Sent original invoice 3 times and repair invoice once. They are now asking me for those pictures again plus a component inspection, which is mentioned for the first time in about 6-7 emails. These people are trying to buy time to not respond to the claim.All emails comes at hours when you are mot able to call back due to them being closed. I have been diligent and at this point, I am seriously about to file a lawsuit.I am willing to submit documentation if required.

  

  Business Response

  Date: 11/28/2022

  Thank you for sending this information.  We have reviewed the claim and see that we have received all the information that we have requested and needed to properly adjudicate this claim.  The information was received late last week. We appreciate the follow up and this claim has been approved for payment.  

• Initial Complaint

  Date:07/14/2022

  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 October 1, 2021, I purchased 4 sets of tires from ****** that came with Road Hazard Protection. After making a few phone calls, I learned that all claims are processed through Sonsio Vehicle Protection. On 30 June 2022, at **** am EST, I hit an object on the road and damaged 2 of my tires. I called Sonsio Vehicle Protection to verify the process of processing a claim and coordinating tire replacement. The representative I talked to, on 30 June around **** am stated that all I needed to do was keep the damaged tires and keep the receipts from wherever I purchase the new set of tires and bring them to ****** to process the claim. The representative NEVER stated that I needed to get the tires solely from a ****** dealership. Had the representative clearly stated this, I would have purchased the tires from ******. Since this was not stated, I purchased the tires from Auto Shops. I kept the receipts of purchase and tires, as I was told. On 14 July 2022, ****** went to process the claim and was told the claim was denied since the tires were not purchased at a dealership. I followed the necessary steps as defined by the representative I talked to and I am now at a loss of $300 because the representative did not tell me the exact nature of the terms and conditions for the Road Hazard Program. Last 5 of Claim #: *****

  

  Business Response

  Date: 07/15/2022

  Thank you for reaching out to us regarding this clam.  We are researching the information provided and will reach out to the customer today.  Our initial findings are some miscommunications with this situation.  There are procedures we follow when a customer is out of town and there is a situation like this one.  As stated we will be reaching out to the customer today to assist her with this clam.

  Customer Answer

  Date: 07/21/2022

   
  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. They have reached out and offered the requested actions. They have responded and handled the situation. 
  
  Sincerely,
  
  ***************************