Sonsio
Reviews and Complaints

Submitted a valid claim in timely manner. It was emailed to their server, however one letter was omitted on the name. Followed up on status inquiry to the same email with no response. Finally responded, from the same email, only after the valid period expired informing me my claim expired. Denied my claim as a result.

This company offered a road hazard warranty thought Tire Rack for 2 years after purchase. I hit a pothole causing the tire to have a large bubble in the sidewall. This can't be repaired and is covered under the road hazard warranty. I submitted the pictures as required but they said they could not tell how the tire got the bubble since they saw no other damage. So they requested the tire. I sent them the tire to inspect. They denied again because they can't tell how the damage got there and because of uneven wear of 2/32nds even though this was clearly road hazard. I have read the 27 exclusions but that is not list. Claim number

i have purchase four new tire from tirerack.com ,one of the tire blew in second week of purchase and i call the customer service made a complain . they said fix the the tire and claim it ,then i went to nearest tire shop and fix the tire my claim no is # 2400873 with the sansio road hazard program administration i have send them invoice of replacement tire ,business card and ATM receipt through which i paid and i have send all the required photo which they ask me several time ,now they say the invoice is illegible the invoice no is 752808 which i got from shop i hade been following for last month the contact no for this company is [protected] and the name is jennifer brown claims specialist and the [protected]@sonsio.com and one more email [protected]@sonsio.com claim no # 2400873

I purchased tires from tire rack with a warranty. I had road damage to one of my tires so I contacted tire rack and filed a claim. They instructed me to purchase a new tire, send the invoice and hold on to the tire in case any further steps were needed. On 3/14 I received an email stating that my claim was denied due to insufficient information. I immediately called the number given in the email. They stated that it was denied because I never produced an image of the tire or had the shop call once it was replaced. I responded saying that that was not within the instructions given to which they replied that it was sent in an email and I was given 60 days. As I did not recall ever reading an email about further instructions, I verified with them the email address and went to my inbox. There were not any emails related to my claim on the day they stated or around january 8th. I informed them that the email could easily have been overlooked or put in spam and that they should not rely on a single email when trying to communicate with a customer. They stated there was nothing that could be done. I offered to immediately send them a photo as I did have one this entire time waiting for them to contact. I am upset that there was a miscommunication and they way they handled business. I purchased the warranty and it was their response to reach out to me as they said they would. A single email over that period could easily be overlooked. I was patient in waiting to contact them as I have had claims for items go much longer. All I asked is if they could overlook the 60 days and I would immediately send them the information requested just like I would have done if I had received that email. The tire purchase cost was $137.99. Customer service was not helpful or accommodating in any way.

I purchased tires from TireRack and I had a problem with one tire that required to be replaced. TireRack directed me to file a claim (#***) with Sonsio Road Hazard Program about a month ago. I've had to deal with Sonsio's customer service several times in the last month, and each time I was given a set of instructions that had me jumping through a different hoop each time. I initially was told to get the tire replaced, file a claim with Sonsio, and make sure that I kept the tire that had to be changed in case photos were needed. I got the tire replaced, and I had the garage keep the faulty tire until the claim was processed. Then I called Sonsio again to find out what the next steps where in the claim process. In that call, I was told to have the garage call Sonsio so that the claims adjuster could get information from the garage about the tire. That required me to bring the tire back to the garage, which I did, and instruct the garage to call Sonsio to relay what was wrong with the tire and why it went flat. The garage called Sonsio on March 3 (which the garage worker confirmed with me on March 3, stating that they answered all of the Sonsio representative's questions. On March 4, I got an email from Sonsio telling me "The documentation necessary to process this claim, which was requested on Wednesday, January 22, has not yet been received. In order to expedite and complete the claim adjudication process, the following is required." The written instructions in this email were half-baked, incomplete and required that I call Sonsio AGAIN for an explanation of the instructions. They asked for photos of specifics that made no sense to me but I'm sure made sense to the garage workers who fixed the tire in the first place and whom the Sonsio representative had spoken to on March 3. I called Sonsio on March 4 (after they sent me the automated email telling me documentation was missing, i.e. photos), and I basically got the run around AGAIN with a whole other set of instructions to follow and which required me asking the Sonsio representative in detail exactly they needed in terms of photos to process the claim. For instance, the email asks for a "component inspection." No idea what that means to Sonsio. They ask for a photo of the "puncture" in the tire. There is no puncture in the tire and the garage workers told them that the seal on the tire broke. When I asked the Sonsio representative why they are sending me half-baked instructions in an email, the response was that their emails are automated. Their customer service is absolutely useless. Why they didn't give the garage these instructions on the March 3 call is beyond me. Why the claims process could not have been explained to me thoroughly in the first phone call (which I made four weeks ago) is another beyond me. Now this is starting to feel like they want me to jump through more hoops until I get frustrated and drop the whole claim or just don't make the two-month deadline they have set. I'm not involving the garage that fixed the tire again because I'm not wasting anymore of their time. The claims process at Sonsio is completely disorganized.