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:06/28/2024

  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.

  June 28th, 2024
  
  My 2023 Jeep Wrangler needs all four driving tires replaced due to tread wear. After a year of driving on Houston streets riddled with potholes, eroding streets, and the loose debris created, heavy storm damage and tree debris still being collected by the city and even poorer driving conditions in the impoverished Black area where I work. Because, according to my dealership, my tires do not have nails in them they do not want to run my claim. They are under the impression that this is the only claim they can process without pushback, and it is one of the four examples listed on my contract as examples of road hazards.
  
  This is the second time in two weeks I have requested the dealership to honor my Konerstone Admin Enhanced Shield. My family vehicle continues to 1) slide on low-speed turns and 2) the stop distance at low speeds has significantly increased. 1) This concern has caused the vehicle to slide into curbs. 2) This concern has been inflamed after rear-ending a car that pulled out and stopped in front of me while I was going less than 35 mph.
  
  This is important to my family because it is my family vehicle. My wife drives it alone and with our son to and from school. I drive to and from work daily in the vehicle in poor road conditions as my treads continue to erode.
  
  Honor the contract and stop denying claims because they do not fit the narrow definition and examples provided for road hazards. There is an exhaustive list of road hazards and the examples (e.g.) are just a few. This type of loopholing is deceptive toward consumers and frankly immoral as it causes people to intentionally damage their tires to meet the narrow examples provided.
  
  I should not have to be in a major wreck to have this claim acknowledged nor should I have to damage my tires to receive the benefits I was sold by Konerstone Admin.

  Business Response

  Date: 07/09/2024

  Thank you for helping us connect with our mutual
  customer regarding his tire coverage with Kornerstone on contract *********.  I received your letter on my desk yesterday.  The contract
  provides tire repair or replacement when/if qualified road hazard damage
  occurs.  Road Hazard Damage is defined on the contract as, ‘When a covered tire fails as a
  result of a Road Hazard during the course of driving on a public roadway or
  when a covered tire fails due to impact with a curb’.  A Road Hazard
   is defined on the contract as ‘A condition on a public roadway which
  should not be present; e.g., potholes, nails, glass, or other road
  debris.’  The key to benefit eligibility is the tire has to have ‘failed’ due
  to a road hazard.  This customer’s tires are all intact and in safe
  operating condition.  The tires may have premature wear due to the road conditions described by the customer, but worn tires do not qualify for any coverage benefits.  Thanks again!

  Customer Answer

  Date: 07/09/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ********* *******
  
  

   

  Then what does? If the tire is not punctured it doesn’t qualify? That is the problem. I cannot figure out what and how things are covered. Repeating word salad doesn’t clarify anything. If this claim does not qualify, what claims do? There is no transparency as to how the claims work or how they don’t.

• Initial Complaint

  Date:01/24/2024

  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 was sold this service agreement as if it was extending my Mopar dealer warranty not the dealership warranty. When I went to get an oil change in November 2023 at Union city jeep, I couldn't because I could only use it at Ed Voyles. I've spoke with Jonathan G**** from Ed Voyles who sold me the agreement on 11/3/23. He said, he would handle it and call me back. He has never called me. I've emailed Ed Voyles twice along with Kornerstone who the agreement is partnered with. Kornerstone has me as cancelled but says Ed Voyles is responsible for refunding me my money. I've never used this service and cancelled within the appropriate time frame. However, Ed Voyles is saying Korner stone is responsible for my refund.

  Business Response

  Date: 02/12/2024

  To whom it
  may concern,
  
  After reviewing ******* ******’s complaint, I checked on the
  contract status with the dealership. The contract was cancelled, and that
  cancellation was initiated by the dealership. Ed Voyles CDJR Marietta is
  responsible for the refund. I have confirmed with the dealership that a refund
  check was sent on 2/2/2024 under check number ******.
  The cancellation refund is a total of $90. The cancellation
  refund was reduced by the service that was redeemed on 1/4/2023 in the amount
  of $110.00 as well as a cancellation fee of $25.00 that is listed out on the
  contract. The Kornerstone contract total price was $225.00 and the customer
  also paid an additional $36.29 at the time of service for a Fuel and additive
  service that would not be refundable as the service was performed on 1/4/2023.
  Please see attached service repair order.