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:06/09/2025

  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 purchased a warranty through cruise America when I purchased the rv on 11/20/2024. On our first long trip, the generator failed. Since I live in a rural area , I could not find anyone locally to fix it. I took it to a ******** dealership to have them look at it. They stated it need to be replaced. Cornerstone refused to take their word for it and sent an inspector to look at the generator. He found a s**** had come loose and fell into the piston and took out the piston and head. Because the s**** is a bolt or fastener and it caused the failure, it is not covered. Screws and fasteners are not covered so that subsequent damage caused by the s**** is not covered. If it was something else that broke, it would be covered. I am asking they honor the contract and repair the generator

  Business Response

  Date: 06/12/2025

  The service contract, administered by CornerStone, was indeed purchased by the contract holder in November of 2024, and provides benefits under the agreed-to terms and conditions. The contract holder specifically purchased the tier, Select Coverage, MH Coach Only, which means that for a component to be eligible for coverage, that component must be stated for coverage within the corresponding section (section III, A, ii) and not otherwise excluded.
  
  A claim for evaluation was received by CornerStone from a servicer of the contract holder's choosing, indicating that the generator had experienced catastrophic failure and would need replacement. The CornerStone adjuster made known that a teardown would need to occur to determine the cause of failure; this was in keeping with section VII, D, 6 of the service contract, and was necessary to determine if the failure to the generator was coverable under the terms and conditions. A third-party inspection was ordered by CornerStone to verify the servicers findings after the teardown, which was also in keeping with the above section.
  
  After review of the inspection report, it was determined that a s**** from the generators carburetor became loose, detached, and entered the cylinder head, causing subsequent damage to the generator. The tier of coverage purchased by the contract holder specifically states that the generators carburetor is excluded, as are bolts and fasteners themselves under section IV,B. As the generator failure stemmed from a fastener of the carburetor, those consequential damages were noted as being excluded under section IV, L, and the claim was denied.
  
  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. Unfortunately in this situation, there was simply no coverage available for the failure experienced by the contract holder's vehicle.

  Customer Answer

  Date: 06/12/2025

   
  I am rejecting this response because:
  A foreign object entered the engine and took out the piston in the head whether its a s**** or any other kind of object, it should be covered

  Business Response

  Date: 06/18/2025

  Thank you for your continued feedback.

  We understand your frustration with the outcome of the claim and appreciate the opportunity to clarify further. After careful review of both the inspection findings and the terms of your service contract, we must respectfully maintain our original decision.

  The service contract clearly outlines that fasteners, bolts, and screws are non-covered components. In this case, the inspector found that the failure to your generator was caused by a screwa non-covered partcoming loose and entering the engine, resulting in damage to otherwise covered components such as the piston and cylinder head.

  While we empathize with the situation, the contract specifically excludes failures to covered components when the cause of failure is a non-covered part. This exclusion applies regardless of whether the non-covered part was originally installed in the unit or introduced externally. The determining factor is the original cause of the failure, which, in this case, was confirmed to be the loose screw.

  Thank you for your time and understanding,

  Claims Appeals

  Customer Answer

  Date: 06/18/2025

   
  I am rejecting this response because:
  I am not asking you to cover the s**** but asking you to pay for the engine failure.  I believe declining repairs due to a loose s**** is fraud. I purchased a warranty to cover major repairs and not loose screws . The engine failed due to an internal issue and should be covered. 

  Business Response

  Date: 06/19/2025

  We appreciate your continued engagement and understand the disappointment surrounding the claim outcome.

  To clarify once more: the generators engine failure did not result from an internal defect in a covered component, but rather from the failure of a non-covered partspecifically, a s**** that came loose and entered the engine. While the resulting damage involved internal components, the cause of failure is the determining factor in coverage eligibility under the service contract.

  This is not a matter of opinion or interpretation. The service contract explicitly states that failures to covered components that result from the breakdown or failure of non-covered components are not eligible for coverage. This clause exists to clearly define the limits of liability and is standard in vehicle and equipment service contracts.

  This is not fraud, nor is it an attempt to avoid responsibility. It is a strict application of the contract terms agreed upon at the time of purchase. We sympathize with the situation and regret that the failure falls outside the scope of coverage, but we must act in accordance with the provisions of the agreement.

  We consider this matter closed, and thank you for your understanding,

  Claims Appeals

  CornerStone United

• Initial Complaint

  Date:05/21/2025

  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.

  Cornerstone United does business with inspectors who completely disregard people who are certified to work on vehicles. For example; an inspector was sent out to look at my *********************************************************************************************************************************************** the coolant system? Exhaust gas can enter the coolant system of a 2016 *** **** primarily due to a blown head gasket or other engine defects, such as a cracked cylinder head or cylinder bore. When these seals or components fail, combustion gases can leak from the engine's combustion ******** into the cooling system. However, the inspector stated due to low coolant levels which causes overheating isnt covered in the warranty. Which, is right! However, gaskets & seals is covered when it comes to the engine! An engine I wouldnt have known has a blown gasket or seal unless notified or the car immediately breaks down. *** mentioned whether the coolant was high or low! The car still would have had an engine problem. This is a case where the warranty company just doesnt want to pay for the repair of the car. The car hasnt been in an accident so I need this matter reconsidered and fixed immediately.

  Business Response

  Date: 05/21/2025

  Hello,

  Due to the character limit of the BBB portal, CornerStone United's reply is attached to this correspondence.

  Thank you,

  CornerStone United

  Appeals Committee

  Customer Answer

  Date: 05/21/2025

   
  I am rejecting this response because:
  
  

  Business Response

  Date: 05/22/2025

  Response is attached.

  CornerStone United

  Customer Answer

  Date: 05/22/2025

   
  I am rejecting this response because: The original problem I was told by one of cornerstone employees was Low coolant levels. However, even on the document submitted to *** it only states damages to engine due to overheating . If the original problem was the housing thermostat I am confused  as to why that wasnt specifically stated when speaking to a *** Representative. I have that document attached. Oh you know why b/c you wanted to find something that isnt covered in the policy, so that you wouldnt have to pay to fix the gasket which is covered by the ENGINE(GAS). The engine was lubricated by the way! If your third-party doesnt dictate the decisions. Then, I have provided enough information for you to reconsider my claim, effective immediately! Thank you!

  
  

  Business Response

  Date: 05/23/2025

  Hello,
  Thank you again for your continued communication regarding this matter.
  We understand your frustration and have made every effort to review your concerns thoroughly and respond with clarity and transparency. As previously stated in multiple responses, the failure on your vehicle stemmed from a non-covered componentspecifically, the thermostat housingwhich led to engine overheating and subsequent damage. This finding is supported both by the inspection and the repair documentation.
  While youve referenced the gasket and engine as being covered components, the contract is clear in its language. It states:
  The engine block and heads are covered only if damaged by the MECHANICAL BREAKDOWN of an internally lubricated moving part.
  In this case, the part that failed was not a moving,internally lubricated component, nor was the damage caused by such a component. The engine was damaged as a result of overheatinga condition specifically excluded under the terms of the contract, regardless of whether the engine is lubricated.
  Additionally, we have provided multiple reasons for denial:
  The original failure was a non-covered component.
  The resulting damage was due to overheating, which is excluded.
  The engine block and heads were not damaged by a covered moving part, which is a condition for coverage.
  We have reviewed your documentation and statements and have considered all points raised. However, none of the materials provided alter the fundamental facts of the failure or the applicability of the contract terms.
  At this point, we have fully explained our position and the reasons coverage cannot be afforded. We consider this matter closed, and no further reconsideration of this claim will be made.
  Thank you,
  CornerStone United
  Appeals Committee

  Customer Answer

  Date: 05/23/2025

   
  I am rejecting this response because:
  

  They did not assist me. There decision was not made in good faith! They are not honoring their commitments in regards to this matter. Thank you!
  

  
  

  Business Response

  Date: 05/28/2025

  CornerStone United has responded in detail, outlining the obligations and terms and conditions in relation to the adjudicated decision of the customer's claim. ******************** feels that the response is thorough and clear, and all due diligence has been conducted.

  Thank you,

  Customer Answer

  Date: 05/28/2025

   
  I am rejecting this response because:
  I currently have *** looking into the thermostat housing. Now, that I have something in writing explaining the specific ISSUE! Thank you! 

• Initial Complaint

  Date:04/29/2025

  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 bought a car less than two years ago and purchased a GAP warranty for it. I sold the vehicle and have been trying to contact TruWarranty and there is no way to get in contact with them, they never respond either.

  Business Response

  Date: 04/28/2025

  After a review, we are unable to locate this customer or vehicle in our database.  However, Page 34 of the complaint indicates the Administrator is "CornerStone United, Inc., *************************** *********************".  We believe this complaint was sent to ** (TruWarranty) in error.  

  Business Response

  Date: 04/30/2025

  We called and spoke with the customer. 
  He wanted to cancel his plan as he has trade in the car.
  The dealership was closed.
  Sent copy of plan and cancelation from.
  Customer has our contact information for any further requests. 

   

   

  Customer Answer

  Date: 04/30/2025

   
  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

  Date:04/07/2025

  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 purchased an ultimate coverage warranty from this company at the end of September 2024, a 7 year, ******* mile warranty. The cost was $1900.00, which is considerable for me. In their brochure, Cornerstone states If a component isnt on a short list of exclusions- its covered! Well, speaking with a senior adjuster at Cornerstone, who stated my contract is 10 pages long, 20% of the contract pertains to the exclusions. I dont know about you, but 20% would be considered a significant amount, not a short list. My vehicle has experienced a mechanical failure with the seal between the body and the windshield, permitting water to enter the cab and short out the electrical system. Apparently this is an item included on the 2 page short list. This North Carolina based company is shameful and I highly recommend never buying anything from them.

  Business Response

  Date: 04/08/2025

  Dear ****,

  Thank you for reaching out and sharing your concerns. I understand how frustrating it can be to face a costly repair and find that it's not eligible for coverage under your service contract. Please know that we take all feedback seriously and want to address your situation clearly and respectfully.

  
  You purchased our ********************************* Contract in September 2024, which is our most comprehensive level of protection. While this plan offers extensive coverage, there are still specific exclusions that are outlined in the contract. These exclusions are meant to ensure clarity and avoid misunderstandings about what is and isnt covered.

  
  In your case, the issue with water leaking through the windshield seal and damaging the electrical system unfortunately falls under a group of listed exclusions. Specifically, the contract does not cover repairs related to glass, glass framework and fastening adhesives, weather-stripping, or body parts. Additionally, the contract excludes consequential damage, which refers to the failure of a covered part caused by a non-covered componentin this case, electrical issues resulting from water intrusion.

  
  You also expressed concern that the exclusions seem more extensive than suggested in our brochure. I understand how this may feel misleading. The intent of the brochure statementIf a component isnt on a short list of exclusions, its coveredis to highlight the broad scope of coverage. However, like any insurance or warranty product, the full details are found in the contract, which spells out both coverages and exclusions to provide complete transparency. We strive to make this information as accessible and easy to understand as possible.

  
  We regret that were unable to assist with this particular repair.

  CornerStone United

• Initial Complaint

  Date:04/06/2025

  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.

  We purchased a new home from ***** February 18, 2021. The windows were installed from Cornerstone. We noticed recently 5 windows were foggy and you couldnt see out thru them. We called Pulte and they said they are under warranty through the glass company Cornerstone. We submitted a claim under Cornerstones web site and no response. We finally found a phone number and called and were able to have five new windows shipped to us under warranty but we need to pay for shipping and installation. I do not understand how a warrant only covers the window but not shipping or installation. We had to pay $185 for shipping, they havent arrived yet, and were told it would be $100 a window for installation, and we would have to find an installer. This just wasnt our house - in speaking to a few guys I golf with - 5 of those guys are in the process of replacing windows by the same manufacture. I havent canvassed the whole neighborhood to see if they experienced the same issue. I felt this is an issue for the Better Business Bureau to report both the builder Pulte and the contractor they hired to install windows Cornerstone. We are a little concerned that more windows in our house will be affected as the years go by. They should either replace all windows to ensure no problems going forward, or not charge shipping and installation of faulty windows.

  Business Response

  Date: 04/07/2025

  Good Day BBB,

  We have reviewed the complaint; however, we are unable to respond as we are unable to find a registered warranty with the customers provided information.
  

  Note that our company does not warranty standalone windows,but we do provide manufactured home warranties that can included window coverage.
  

  We kindly request that the customer provide a plan, or claim number allowing us to better review and address the reported issue.
  Thank you for your assistance with this matter.
  

  Best regards,
  ****** A 

• Initial Complaint

  Date:04/02/2025

  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 previously filed a BBB complaint against Cornerstone United regarding their wrongful denial of my home warranty claim. Although I received a response, Cornerstone United has still failed to resolve my issue, leaving me with an unlivable ******* HVAC system failure has led to severe water damage, mold growth, and safety concerns for my family, yet Cornerstone United has refused to cover necessary repairs. Their denial is unjustified, as my warranty explicitly covers mechanical failures.I am requesting BBB to escalate this complaint, as the companys refusal to act is leaving me in financial distress and unsafe living conditions.

  Business Response

  Date: 04/03/2025

  Good day BBB,

  We have reviewed the case; however, we are unable to respond as we cannot open the following attachments. We are receiving an error indicating that these files are invalid or corrupt. While we are able to view two of the attachments, which are photos of the underside of a home, we cannot verify the customer, plan, or issue as we are unable to review the attached invoices.
  

  The attachments in question are as follows:
  1.IMG_8679.jpeg
  2.IMG_8658.jpeg
  3.Invoice #******.pdf
  4.Invoice #******.pdf
  

  We have attempted to open the files using Chrome, Edge, and on three different PCs. We kindly request that the customer reattach new, undamaged files or email them directly to our office, including the plan number and BBB case number for reference.
  

  Email to: *******************************************************
  

  Thank you for your assistance with this matter.
  

  Best regards,
  Justin 
  London Ops Manager

  
  

  Customer Answer

  Date: 04/07/2025

   
  I am rejecting this response because:
    ************ is full aware of of my attempts at filing a claim to rectify this issue. They current  are in possession of documentation related to this issue. I have no confidence that they are willing to provide the services agreed upon contractually. 

  Business Response

  Date: 04/07/2025

  Please see attached. 

  Customer Answer

  Date: 04/10/2025

   
  I am rejecting this response because:
  Case #******** Response to Claim Denial
  
  
  Dear Better Business Bureau and CornerStone United,
  
  
  Thank you for your response regarding Case #********.
  
  
  While I understand the cited policy exclusions, I must respectfully challenge this denial. The core issue is not general wear and tear or isolated mold, but the defective installation and manufacturing of the **** duct system in a newly purchased 2020 Patriot Revere homean issue that predates any usage or homeowner impact. Multiple professionals, including a licensed technician, have found the ductwork severely deteriorated, with water damage and biological growth, making the home unsafe for occupancyespecially for my small children.
  
  
  This is a manufacturer-originated mechanical defect, and not simply vent cleaning or unrelated mold. The warranty was purchased in good faith to protect us from such systemic failures. I am seeking full remediation for the dangerous **** installation, which continues to impact our health and safety. I am requesting this complaint remain open until a full and fair review of the claim, including all supporting documentation and service records, has been completed.
  
  
  Thank you for your continued attention.
  
  
  Sincerely,
  ******* ******* aka ********************
  **********************************************************************
  Phone: ************
  Claim #US284726 | Warranty #CSMHLWE2075
  
  
  

  Business Response

  Date: 04/14/2025

  Please see attached. 

• Initial Complaint

  Date:03/11/2025

  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 purchased the ** ************ 1000 on 9/29/23, primarily because of the extended warranty (see downloads). During the initial break-in period, I was informed that it needed a clutch. I requested the repair, stating it was covered by the extended warranty. However, I was told the warranty was invalid due to dates and a comma in a certain place. The only possible claim could have been abuse, but this was clearly not the case as it was still under break-in, which limits usage. I have explored other options, but this situation is ridiculous. I am uncertain about other complaints regarding ** Moto's statements.

  Business Response

  Date: 03/17/2025

  Hello,

  Thank you for reaching out regarding your concerns about the extended warranty coverage for your CF ************ 1000. We understand that warranty coverage can sometimes be complex, and we appreciate the opportunity to clarify the details of your protection plan.

  Your unit is covered under the manufacturers warranty from September 30, 2023, through October 1, 2024. The CFMoto Care extended warranty does not begin until October 1, 2024, and runs through September 29, 2026. This extended warranty is designed to provide additional coverage after the expiration of the manufacturers warranty, not during it.

  Regarding your specific failure on May 23, 2024, this occurred within the manufacturers warranty period. However, per ******** warranty terms, the drive clutch is only covered for the first 90 days of the manufacturers warranty, which ended on December 29, 2023. Additionally, the ****** Care extended warranty explicitly excludes coverage for the drive clutch, meaning this repair is not eligible for coverage under either the manufacturers warranty or the extended warranty.

  We understand that unexpected repairs can be frustrating, but our role is to adhere to the terms of the warranty agreements as outlined at the time of purchase. If you have any additional questions, we encourage you to reach out to ******* directly for further clarification on coverage terms.

  Sincerely,

  CFMoto Care - CornerStone United

• Initial Complaint

  Date:02/11/2025

  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.

  This is a warranty service that we paid a premium for on our travel trailer. It was to cover a brand new travel trailer and during a move the axle fell apart at ****** miles on the camper. We were in ********* during a cold front. It was 5 PM and -30 weather on the side of the highway. We had to get the camper off the highway and get repairs started right away so that we could make our destination on time. We were not concerned with getting pre-authorization to have repairs made late at night while we were trying to get out of freezing weather. We paid a premium for the service and they are refusing to cover warranty work. I offered to pay for the hotel and the parts if they would just cover the labor and they are outright refusing to help with anything at all because they say their office was open when the breakdown occurred. It is not my first thought to call the warranty company whenever people are in freezing weather that they need to get out of. The shop and parts guys cut a deal and helped me out in a massive way. With it costing just under $1900 to completely rework both axles and install an entirely new axle in just a day. Thats parts and labor and a hotel. Just under $1900. All I was asking for was for the labor and parts to be covered but this warranty also states they cover lodging in the event of a breakdown. We paid a premium for this service to help cover camper repairs and in an emergency situation we didnt bother calling to tell this company hey we need repairs and to be towed off the highway or we might die in freezing temperatures.

  Business Response

  Date: 02/17/2025

  BBB ID#: ********
  Contract #: CUASRVF6138508
  Claim #: US283400
  Contract Holder: ***** ******
  Unit: 2022 Imagine 2970RL WT 7292 (VIN *****************)
  
  Hello,

  Im sorry to hear about the difficulties youve experienced with your travel trailer, especially given the challenging weather ************* CornerStone United, we understand that emergency repairs are sometimes necessary and that obtaining prior authorization may not always be possible.

  Your extended service contract provides for such situations under specific conditions. For your convenience, Ive attached a copy of your contract. Please review Section VII Your Responsibilities and How to Make a Claim on page 5. In this case, the claim was initially denied because Section D, Subsection 13 was not followed, as the administrator was not notified of the emergency repairs by the next business day.

  However, we recognize the circumstances of your situation and have approved your claim as an exception to the outlined claim procedures.Moving forward, we kindly ask that you review the claims process in your extended service contract to ensure proper reporting of any future failures.

  A copy of the claim authorization is attached. Additionally,a member of our payables team may contact you to confirm your mailing address for reimbursement.

  Thank you,

  CLAIM APPEALS COMMITTEE
  *************************************************************
  
  U.S. ******
  *************************** *************************************
  *************************************

  Customer Answer

  Date: 02/17/2025

   
  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

  Date:11/23/2024

  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 Feb 28, ******************************************************************* **** ***** for $4,499.99. The company is called Xtended Auto Warranty which is owned by Cornerstone United. I purchased the XP-3 warranty which included a slew of items and it was the 3rd of 4 tiers of the warranty program. Until recent events, I never had to use the warranty for any reason. I noticed a dark liquid spot in my garage. I took the car to DreamCars in ******** CA. They told me it wasnt motor oil but it was gear oil from the rear axles. At this point I remembered that I had an extended warranty so I sent over the information to the repair shop. They submitted the claim and apparently the claim was denied because the CV boots arent covered. The claim was submitted for the left & right rear axles not the CV boots. Its disgusting that this company would go out of their way to deny any and all warranty claims. So what exactly did I spent $4,499.99 on a warranty that doesnt cover any of the repairs? Class action law suit anyone?

  Business Response

  Date: 11/25/2024

  Hello,

  Attached is a copy of the CornerStone Response.

  Thank you,

  Customer Answer

  Date: 11/25/2024

   
  I am rejecting this response because: when the service technician called your less than adequate service center, the warranty representative kept hassling the mechanic and leading him down the rabbit hole until the words were spoken that would void the warranty.  Thank you for being absolutely lazy and actually writing a response to the complaint but instead sending over the contract that I signed almost 3 years ago.  When your list of items that are not covered under the warranty are far greater than whats actually covered under the warranty says a lot about the company.  At least you hold true to all the reviews and complaints that can be viewed online.  Not sure how you as a company can sleep at night knowing youre actively scamming customers and veterans out of their hard earned money.  I should have read the online reviews before handing you $4500 for a warranty that doesnt cover anything.  
  
  

  Business Response

  Date: 11/25/2024

  Hello,

  Both the original response and the second response to the complaint rejection are attached.

  Thank you,

  Customer Answer

  Date: 11/25/2024

   
  I am rejecting this response because: your entire business ethics code of conduct is laughable and borderline fraudulent.  For you to have the audacity to actually write that youre committed to serving our customers with integrity and transparency is an outrageous claim and Im hoping a class action lawsuit is brought forward.  Have you read your online and BBB reviews?  You dont pay out any claims, in fact, you go above and beyond to NOT pay out any claims.  Since I paid $4500 for a warranty that doesnt cover anything then I should be entitled to full refund correct?  
  
  

• Initial Complaint

  Date:10/10/2024

  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.

  Part of my siding on my two year old home shows warping and misalignment. According to the warranty terms provided by Cornerstone United my responsibilities as the consumer are to describe the failure, when the failure was discovered, and to arrange for the repair once it has been authorized (numbers 3 & 5 on page 7).I was sent additional warranty claim guidelines on 9/30/24 and in good faith, I tried to ensure that my submission for the claim included that information on 10/9/24. The repair facility identified that the siding had not been installed correctly and that it needed to be removed and ************ 10/10/24 I was sent another email that included even more warranty claim guidelines that contradicted what was sent on 9/30/24. According to the warranty claim guidelines I was sent on 9/30/24 a complete material list is not required if it is not available. The guidelines also stated that in order to submit a warranty claim I needed to provide an estimate for the labor for *each* repair job, not each step of the repair as is being required in the 10/10/24 warranty claim guidelines. The email sent to me on 9/30/24 also stated that photos of the failure are recommended not required. I provided two pictures that showed the failure at two different angles and the warranty claim guidelines on 10/10/24 wanted a minimum of four pictures showing it from above, below, and from both sides. I have spent the last five years working in conjunction with the warranty department for a traditional home builder. I expect a repair/replacement of incorrectly installed siding that clearly falls under coverage section B.1. on my limited warranty terms to be a fairly straight forward process- especially when the amount is less than $500.

  Business Response

  Date: 10/14/2024

  Please see attached. 

  Customer Answer

  Date: 10/14/2024

   
  I am rejecting this response because:
  The original limited warranty document states that my role is to report the issue and schedule the repair once it has been approved. 
  

  You have the right to inspect the issue to see if the repair is covered. You keep stating that these additional tasks are to potentially expedite the process and avoid an inspection. However, I dont wish to avoid an inspection nor have I expressed this at any point. 
  

  Please let me know when you can coordinate staff to perform an inspection so we can get this minor repair fixed. 

  Business Response

  Date: 10/21/2024

  Please see attached.