My Recent Experience w/Cornerstone ESP
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Cruiser
Joined: Jun 2010
Posts: 226
Likes: 3
From: Middle Georgia
My Recent Experience w/Cornerstone ESP
Attended the Black Hills Rally this year and while out in SD suffered the infamous wet head water pump failure. Had been getting intermittent check engine and coolant overtempt lights on dash, but on Thursday the lights came on and stayed on as soon as I started the bike. Went to Black HIlls HD that morning for the obligatory Sturgis T-shirt and poker chip so went to service dept to inquire. They told me that they had 10 or 12 bikes ahead of me for that same problem and no parts on hand until later that afternoon. Thought about riding it all the way home but too hot to sit on it for 1,600 miles so went back at 2:30 to get in the queue. Kudos to BHHD for bringing in extra techs during rally week, but they said too busy to get pre-authorization/payment through Cornerstone ESP/third party warranty, that I'd have to take care of it myself. Sent the repair order to Cornerstone after I got home and it was denied for failure to get preauthorization. I called to appeal but they didn't budge - said all the dealer had to do was call. I explained (again) that the dealer said they were too busy during rally week, and I had no idea what the repair would be at the time, but if fell on deaf ears and they will not reimburse. Should have called them myself.
I had a previous claim for compensator replacement which the dealer and Cornerstone handled with no problems... so a word to the wise - figure out a way to contact them in advance or expect to have any claim denied and pay the bill yourself. I figured my situation was out of the ordinary circumstances and since we were scheduled to head home early the next morning I had to get the bike fixed. However, Cornerstone didn't see it that way - they are very rigid in their process so don't expect any sympathy/grace from them
I had a previous claim for compensator replacement which the dealer and Cornerstone handled with no problems... so a word to the wise - figure out a way to contact them in advance or expect to have any claim denied and pay the bill yourself. I figured my situation was out of the ordinary circumstances and since we were scheduled to head home early the next morning I had to get the bike fixed. However, Cornerstone didn't see it that way - they are very rigid in their process so don't expect any sympathy/grace from them
Cruiser
Joined: Apr 2014
Posts: 235
Likes: 76
From: Surrey, British Columbia . Canada
Thats just a cheap clause so the insurer can get out of having to pay on claims. What is the difference if someone called them first to do something that had to be done no matter what. What, is the dealer going to call them and some clown on the other end of the line is going to say " no I don't think it needs to be done". It's not like you did the work yourself and are now asking them to pay you. It was done at a HD dealer and all the paper work is complete there should be no problem.
Insurance companies are a joke, you pay for it and they look for all kinds of excuses not to pay. Its like out of country medical insurance, they all state you must contact them first to get their authorition before getting any treatment. But what happens when you are in a real bad accident and not capable of calling then what your SOL?
Bruce
Insurance companies are a joke, you pay for it and they look for all kinds of excuses not to pay. Its like out of country medical insurance, they all state you must contact them first to get their authorition before getting any treatment. But what happens when you are in a real bad accident and not capable of calling then what your SOL?
Bruce
Tourer
Joined: Jul 2014
Posts: 357
Likes: 14
From: West TN
Could have ridden it home to get it fixed. Wouldnt have hurt it. Its the same engine thats on the other bikes which are air cooled. A lot of folks are taking them off because they are tired of replacing pumps, etc.
Stellar HDF Member
Joined: Nov 2010
Posts: 2,234
Likes: 462
From: Arizona
So Black Hills HD f*cked you because they were too busy to make a 5 minute phone call, yet were able to get you in the queue to do the work. You could have made the call yourself then handed the phone off to the service writer to complete the claim.
Seasoned HDF Member
Joined: Jan 2006
Posts: 11,476
Likes: 3,003
From: Charleston, SC
I would be pissed, and I would not let it go. No way would I let it go. My bike would suddenly have the same friggin problem like 8 times in a row. And new problems, problems I can't even think of yet, yeah!
Last edited by lp; Aug 22, 2018 at 05:19 PM.
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Thread Starter
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Cruiser
Joined: Jun 2010
Posts: 226
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From: Middle Georgia
I can see Black Hills HD position - they are incredibly busy during the rally. You said what I should have said better in my original post - I should have made the call myself and there would have been no issue; it just didn't occur to me to do it that way at the time... My point is to remind everyone to be familiar with the procedures of whatever warranty you have; my lack of familiarity cost me.
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Seasoned HDF Member
Joined: Feb 2006
Posts: 6,680
Likes: 602
From: South Florida
I agree Black Hills porked you.They definitely made more money by charging you than going through your insurance co. Insurance policies cite certain steps to get coverage and if you don't follow those agreed to steps,open your wallet.You only have two people to blame,Black Hills HD and yourself.
Grand HDF Member
Joined: Mar 2011
Posts: 4,816
Likes: 1,320
From: Good roads, cold beer
Attended the Black Hills Rally this year and while out in SD suffered the infamous wet head water pump failure. Had been getting intermittent check engine and coolant overtempt lights on dash, but on Thursday the lights came on and stayed on as soon as I started the bike. Went to Black HIlls HD that morning for the obligatory Sturgis T-shirt and poker chip so went to service dept to inquire. They told me that they had 10 or 12 bikes ahead of me for that same problem and no parts on hand until later that afternoon. Thought about riding it all the way home but too hot to sit on it for 1,600 miles so went back at 2:30 to get in the queue. Kudos to BHHD for bringing in extra techs during rally week, but they said too busy to get pre-authorization/payment through Cornerstone ESP/third party warranty, that I'd have to take care of it myself. Sent the repair order to Cornerstone after I got home and it was denied for failure to get preauthorization. I called to appeal but they didn't budge - said all the dealer had to do was call. I explained (again) that the dealer said they were too busy during rally week, and I had no idea what the repair would be at the time, but if fell on deaf ears and they will not reimburse. Should have called them myself.
I had a previous claim for compensator replacement which the dealer and Cornerstone handled with no problems... so a word to the wise - figure out a way to contact them in advance or expect to have any claim denied and pay the bill yourself. I figured my situation was out of the ordinary circumstances and since we were scheduled to head home early the next morning I had to get the bike fixed. However, Cornerstone didn't see it that way - they are very rigid in their process so don't expect any sympathy/grace from them
I had a previous claim for compensator replacement which the dealer and Cornerstone handled with no problems... so a word to the wise - figure out a way to contact them in advance or expect to have any claim denied and pay the bill yourself. I figured my situation was out of the ordinary circumstances and since we were scheduled to head home early the next morning I had to get the bike fixed. However, Cornerstone didn't see it that way - they are very rigid in their process so don't expect any sympathy/grace from them
Have you called Black Hills and talked to a Service Mgr to try to retroactively fix the payment issue?
How much $$ did you pay them?