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Complaint Details
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Initial Complaint
02/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
When I purchased my new truck,...the dealership pressed hard for me to agree to get the Xzilon ceramic coating. I relented and they had the coating applied a short time later. Recently, I noticed there were what appeared to be stains on the side of my truck. Upon inspection it appeared that something got on the coating and damaged it. I filed a claim through Xzlion and submitted photos. I was immediately responded to with an email that stated the damage was "Not natural". I disputed this of course as I've not had anything un-natural near my truck since buying it. They sent an adjuster to examine the truck. I submitted additional photos on that day as well. Upon inspection, he said (And I video taped it) that he could not tell what damaged the coating.I recieved a denial email on the 17th. Again, without taking or analyzing and samples from the vehicle, they said the damage was not natural and therefore they would not cover repairs.This company has not PROVEN anything with regards to whether or not the stains were natural.I replied to their denial that I'll give them 3 days to re-consider their denial of coverage.I intend to contact an attorney next. This is not the kind of service one would expect from a company that supposedly stands behind their product.
Business response
02/16/2024
This customer filed their claim on February 6th, stating that it "Looks like someone threw an egg at my truck."
An independent inspection was arranged, with Xzilon receiving the inspection report on Feb 14th. The inspector held the same opinion as the customer that an egg or something other caustic chemical was the cause of the damage. The inspector also believes the damage to have happened over some time. The damage pattern itself is consistent with an egg splatter or caustic chemical splatter.
Xzilon is designed to protect against a range of environmental elements, including bugs, hard water, tree sap, acid rain, bird droppings, road salt, and more. The Xzilon warranty covers damage from these elements. The Xzilon warranty explicitly excludes damage caused by vandalism, abuse, or neglect. The claim was denied for the damage being the result of vandalism.
Customer response
02/21/2024
I stated immediately that it was what it LOOKED like and followed that withbut I dont know WHAT it is!
The inspector they sent,..and I have this on video stated I dont know what caused this
speculation is NOT A SCIENTIFIC METHOD OF ANALYSIS!
I also told them in the claim that it could be bird droppings but the **** of this matter is that they have not definitively proven that its not natural.
Business response
02/21/2024
Xzilon reviews, processes, and pays claims daily. In some instances, we utilize a third party inspection service to verify or correct our assessment. In this case, the inspector's opinion was that an egg or some other caustic chemical was the cause of the damage. This agrees with the customer's initial opinion and is consistent with the damage pattern apparent on the vehicle. The damage pattern is not consistent with bird droppings or any other environmental damage covered by Xzilon, including hard water, acid rain, bugs, tree sap, road salt, and more.
Based on our professional assessment and supplemented by the opinion of the independent inspector, this claim was denied for the damage being the result of vandalism.
Initial Complaint
02/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a car in July of 2023 and was sold Zxilon warranty without my consent. I returned next day and was informed that it was not cancellable. On January 26 I submitted a claim for damage to the driver seat.Today I was told that the damage is not covered. This after I was told by the car salesman that my issue was covered I believe the coverage is a scam by both warranty and dealer.Business response
02/08/2024
Xzilon is an optional protection product applied to vehicles to protect against certain environmental damages on the exterior of the vehicle and/or certain damages on the interior of the vehicle. This protection is accompanied by a limited warranty. Certain damages are excluded from warranty coverage, including wear-and-tear and impact-grade damage to the paint (including damage from scratches and chips). These exclusions are specified in the copy of the warranty provided by the dealership at time of purchase. Because Xzilon is a physical protection product applied to vehicle surfaces and cannot be removed, the warranty cannot be cancelled. This customer filed a claim for wear-and-tear damage on the interior, and scratches/chips to the paint on the exterior. Therefore, their claim was denied as coverage for these damages is specifically excluded per warranty. Xzilon does continue to cover a number of damages including environmental etching caused by bugs, hard water, acid rain, bird droppings, tree sap, and more on the exterior as well as stains from food, stains from beverage spills, and ink/dye transfer on the interior.
Initial Complaint
12/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I paid Xzilon for a paint protection plan to ****************** against damages caused by bird droppings and other bugs. When I filed a claim I sent in the requested pictures. In each picture I labeled each body panel and used a pen to point out each viable bug smear causing damage to my paint. Almost immediately, the claims adjudicator at Xzilon sent me an email denying my claim due to damages being reported are over 120 days old. I asked for a reconsideration of my claim and they hired a 3rd party called Verity to send out a live adjustor to inspect my vehicle. The live adjustor submitted his report to Verity and a Verity representative falsified his actual report by adding the verbiage of my bug damaged paint as being over 120 days old. I spoke with the live adjustor who physically saw my vehicle and he said there is NO WAY anyone can tell by the naked eye how old bug damaged paint is. Xzilon and Verity are co-conspirators in making up false reasons for denying a customers legitimate claim. This is absurd business practices and Xzilon should be held accountable for their actions.Business response
01/09/2024
Xzilon appreciates the opportunity to address this customer's concern. The damage as it was originally presented to Xzilon was consistent with what would be expected from long-term damage. As is occasionally necessary, Xzilon assigned an independent inspection service to assess the damage and provide us with their professional opinion. The inspection report that was received indicated long-term damage, which informed Xzilon's decision to deny coverage. However, Xzilon is actively working with the customer on a resolution as a gesture of goodwill. Xzilon appreciates the customer's patience and understanding throughout the process.Customer response
01/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*********************************
Initial Complaint
11/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased my brand new car with zxilon at the end of May. I filed a claim at the beginning of October and stated that the damage was sitting for more than 120 days. We had just owned the car not a spot on the car buying it from the dealer. How is this possible then they got a third party involved for them to say the same c*** Took it to my local body shop and they said sap can take off clear coats with in the matter of hours in the heat. They refused to do anything for me and now we are arguing back and forth on the matter. I will involve lawyers if necessary as i read reviews and seems like this company is a scam.Business response
11/13/2023
Xzilon has been communicating with the customer directly in an effort to find a resolution to their complaint.Initial Complaint
01/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 6/8/2019 I purchased a vehicle from ******************* in ********, **. Xzilon was an add on purchase in the amount of ****** to protect the interior and exterior surfaces of the vehicle. I submitted a claim in October of 2020 and it was handled fairly seamlessly. There was one aspect that was never taken care of with the exterior and I have resubmitted a claim for it and a couple other spots that have come to my attention since. I have not been contacted and am not sure if this business even exist anymore.Business response
01/20/2023
We apologies for dropping the ball on this claim.
Upon review of the the claim, we were waiting to receive photos from the customer, however the customer states he sent photos and we didn't see them and didn't follow up. We have reached out and made contact with the customer and are actively processing his claim.
The Xzilon Team.
Initial Complaint
11/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased the product at the dealership when purchasing new vehicle. I now have multiple cracks in windshield. I have tried calling, leaving messages, filing a claim on their site and am getting zero responses.Business response
11/15/2022
At Xzilon every customer matters.
We apologies, we don't have a record of you filing a claim or contacting us. Now that we have your contact information we will reach out to you and help you file your claim with us.
Thank you for this opportunity to improve.
The Xzilon Team
Initial Complaint
11/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
When I purchased my new car, the dealership sold me Xzilon protection for my paint. There is a strange haze on my hood, so I filed a claim (Xzilon Claim #CL10300959 - ********* - FIT N *****) with Xzilon. They sent out a detail guy who reviewed the haze and told me it is not repairable but needed to be repainted. I followed up with Xzilon for how to proceed with getting the hood repainted since it is clearly covered under their protection warranty I paid $700 for. They do not respond to multiple emails or calls after trying for 15 days. Please help!Business response
11/14/2022
At Xzilon every customer matters.
The customer filed a claim with us, we assigned the claim to a detailing company. The technician at the detailer reported back that when he arrived, he found some sort of product applied on the vehicle after the Xzilon coating was applied by the dealer. He stated that the hood needed to be repainted. The customer contacted the adjuster to ask what the next steps on his claim are. The adjuster responded to the customer requesting information on what was applied to the hood prior to the technicians arrival. The customer did not respond to the request, so the claim was placed on hold and later closed due to no response. The customer then filed a new claim for the same issue on 11/08/22 and assigned it to the adjuster again. The customer is still required to answer the request of what product was applied prior to the hood before we can proceed with the claim.
The Xzilon TeamCustomer response
11/14/2022
The claims adjuster never requested anything from me after the detailer inspection. Where is the evidence of that. I called repeatedly and emailed with no response at all. I briefly spoke to the adjuster who asked how I got her and I explained that the receptionist simply transferred me to her. She said she would need to review the file and get back to me. The answer is simple, I did not apply anything to the hood, the detailer seemed to think it was brake fluid. I asked the dealership to wax it and try to get the haze out and they did, but the haze remained and is still there. I still need remedy. This is supposed to be a warranty.Business response
11/22/2022
Thank you for your response.
We have assigned a third-party inspection service who will contact with you as we continue to processing your claim.
Thank you,
The Xzilon Team
Business response
12/19/2022
The customer's claim was for haze on the hood panel of his car, the claim was denied based on the findings below:
Xzilon dispatched a third-party inspection service that identified the following:
The hood panel was exposed to brake fluid and damaged the clear coat into the base paint.
The hood panel was an aftermarket, non-*** replacement part, installed after the Xzilon product was applied at the dealer to the *** part.
The Xzilon protection product was not on the surface of the repaired panel that was damaged.
The customer's warranty provides coverage for environmental damage, not chemical damage, therefore we were required to deny the customer's claim based on the third party inspection findings.
The Xzilon TeamCustomer response
12/19/2022
Their response is unacceptable. The person they sent out verbally told me it is definitely NOT brake fluid. He also said this company denies all claims, he does a lot of inspections for them and has never seen them accept or pay a claim. They are frauds.Business response
12/19/2022
Xzilon has approved and paid out on claims in excess of hundreds of thousands of dollars in 2022 alone. Xzilon uses third party inspection services that are independent companies, ensuring claims are unbiased. These companies do not have knowledge or information regarding claim dispositions or claim outcomes. The inspection technician in the service provider's written report stated the damage was a result of brake fluid. Based on these facts the customer must either be misunderstanding or misrepresenting the facts.Customer response
12/19/2022
They are scam artists! I am informing the dealership that I will never buy another vehicle from them as long as they sell and promote this product.Initial Complaint
10/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been trying to get ahold of someone at the company for the last year. Emailed, called, filed a claim and I have not been able to speak to a live person. At all.Business response
10/18/2022
At Xzilon every customer matters.
We received a claim request from the customer on June 24, 2022. The customer did not respond to our request to provide photos to review damages and adjudicate the claim. The claim closed after 30 days of no activity.
The Xzilon Team
Customer response
10/18/2022
I was not contacted since I filed a claim and you dont answer your phone. What am I supposed to now?
If I file a claim again you may deny it based on the fact that I first noticed the hard water spots back in June. Promptly filing a claim per your contract.
Pleae reopen my initial claim and send me what additional steps I have to take.
***********, what is your contact information please?Business response
10/18/2022
Please refer to your warranty for contact information and claim filing procedures. I recommend you email us, however you can call, email, fax or file a claim through our website.
Thank you,
The Xzilon Team
Customer response
10/19/2022
This is bad business practice. You will just deny my claim based on the fact that I did not submit in time. When I submitted claim within the time frame necessary. Nobody replies to the contact information on the warranty document. Can someone please call me from your business!
Initial Complaint
09/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We bought the contract for the car coverage Feb 2022 Front passenger seat damaged They agreed to fix Repair shop WOULD NOT ACCEPT insurance (I was told ins companies love to drag their feet to pay them)I paid by check to the repair shop I gave proof of work and cancelled check to Xzilon. I have kept all my 26+ emails back and forth to them.I was told they sent my check (for what I paid the repair shop) to me Aug 19, 2022.... Its Sept 15, 2022 and I have no check I have called them (NO CALLS BACK)I have emailed them- got 1 back that said they will speak to the manager ********... I have no response further and I'm honestly tired of the run around.I would NOT RECOMMEND this company at all.Please just send me back the money I paid the repair shop---- AS U XZILON SAID YOU WOULD.....*****Business response
09/19/2022
Thank you for this opportunity to respond to your complaint.
We are sorry you feel we have given you the run-around. Please see below.
A check was mailed overnight to you at your ******* address on file. We learned through the repair shop you are in ********. We have canceled the original check mailed to ******* and issued a replacement check to the ******** address provided by the repair shop. Your check should arrive the week of September 19th. Regarding your insurance company, we are not an insurer and are not associated with insurers.
We look forward to working with you again.
The Xzilon Team.Initial Complaint
09/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Xzilon continually comes up with excuses as to why nothing is covered by the warranty. I had to argue with them in the past to get a stain cleaned on the interior. Parts of the interior they rejected to clean, were fixed by ***************, who told me they reject everything. Now I have pealing clear coat and rust forming on the exterior of my 4 yr old truck. They claim their exterior coating that offered a 5 yr protection doesnt cover either. I dont know how the product can protect the exterior from anything when it clearly didnt protect the paint from anything.Business response
09/06/2022
At Xzilon, every customer matters.
We understand youre disappointed the damage to your vehicle is not covered under your limited warranty. Your Xzilon warranty provides a wide range of coverage, including environmental hazards to paint surfaces. Your warranty also states limitations and exclusions. When you purchased your warranty you acknowledge in writing that you read and understood these limitations and exclusions. Rust and non clear coat surfaces are exclusions. Your statements and pictures were carefully reviewed. Based on the facts in your claim we are required to deny your claim due to the warranty exclusions. The following was our findings:
The windshield rubber/plastic strip showed fading. Non clear coat surfaces are not covered.
The rear chrome bumper had notable rust throughout the bumper surfaces. Non clear coat surfaces are not covered.
The blistering under the paint due to rust is causing the paint to separate from the metal surface. Rust is not covered.
The Xzilon Team.
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Get a QuoteCustomer Complaints Summary
16 total complaints in the last 3 years.
6 complaints closed in the last 12 months.