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: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.

• 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.