ComplaintsforZiebart

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  August **** I purchased my new **** Jeep TJ. I paid the startup package fee to Zeibart for rust proofing and paint protection and had the services reapplied annually per the contract requirements. The product destroyed my vehicle. It has rusted out to an undriveable condition. There are holes throughout the cab, flooring and the frame is no longer attached to the cab as a result of the disintegrated cab. Over the years of rust proofing with zeibart I started to notice the product dried on like a layer of tar leaving a gap between the product and the vehicle trapping moisture and accelerating the rust and disintegration of the vehicle at a ridiculously rapid pace. I had to pull the thick layers of their product off and was shocked that my vehicle underneath crumbled to the ground.

  

  Business response

  06/15/2022

  In order to look into your complaint I will first need to know which Ziebart location you made your purchase through?  

  Customer response

  06/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and here is my response to their question:

  I purchased from the location at ***************************************************************** and when I moved away from Scarborough I resumed my required annual services at ****************************************************************** K9J6W4

  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************

   

   

  
  

  

  Business response

  06/17/2022

  Thank you for providing that information.  Unfortunately that is not something I am able to help you with.  The BBB page in which you have submitted your complaint is for a franchise that operates exclusively in ******* and ****, ***.   As a franchise, I am unable to provide any resolution for locations outside of our ownership.

  
  I would recommend reaching out to ******************************************

  
  That is the customer service department for ********************** International Corporation.  They should be able to help you or direct you to the appropriate person.  

  Customer response

  06/21/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  *************************

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my 2019 Cadillac Escalade SUV to Z bar in ***************** to have the two windows front and passenger side in front tented we wanted 5% they use some other tent plus there was damage on my car when I picked it up they pretty much said they wasnt fixing anything and wasnt gonna re-fix the windows we won our windows tinted the right way and would like to have that piece of paint that they knocked off of our car fixed

  

  Business response

  06/06/2022

  This cusotmer made an appointment for the front two windows to be tinted on their 2019 Escalade.  *** appointment indicates the window tint percentage to be 15% ceramic, as well as their signed check-in sheet.  15% is what matches the remainder of the vehicle's factory dyed glass and 15% is what was applied to the vehicle.  Also, when *********************** (husband) came to pick up the vehicle, there was no mention of a chip in the paint.  We did NO work on the outisde of the vehicle and Ziebart will not be offering to repair any chip.  *** vehicle is over three years old and was brought to us with over 45K miles.  In addition, ******* threated our front end management staff.  ************ told the store manager that he would "beat your ***" if the manager stepped from around the desk.  *** police were called during this situation and ************ was issued a NO TRESSPASS order for our property.  Ziebart will not be redoing any tint for this customer now, or in the future. 

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** sent me to Ziebart to get a heated seat installed on my brand new 2022 ****** BRZ that I've had only a week.I checked the owners manual for where the switch would be added, & verified that ****** has a place for this switch to go; the middle arm rest of the vehicle. I dropped my car off with Ziebart, assuming they would put the switch where the car is designed to put it. When I picked it up, 3 issues occurred. The biggest is that they cut a hole in my seat to put in the switch. They cut a hole in my brand new vehicle's seat! When there was already a place in the vehicle for this switch to go. I was shocked. They told me, "it would have been too difficult to put it in the other location" & that their switches are round and wouldn't have worked where it was supposed to go. I NEVER approved of them cutting a hole in the seat of my brand new vehicle. Issue 2: the heated seat is only in the seat base & not the seat back. They told me ahead of time this might be the case but they never called to verify this before doing the work. Issue 3: I started my car when I picked it up, started it, & immediately all of my warning lights came on: my airbag light & my tire pressure monitoring. Here is where the excuses started: first I was told it couldn't have been something they did because they didn't touch the airbags (brand new car driven to them in full working order).Then they moved on to that the technician must not have been done with my car as they thought and I'd need to leave it with them overnight so he could finish it. Then it became, "oh, we can't clear the computer on foreign vehicles.You'll need to go to ******." If this last reason (excuse?) had been accurate, wouldn't they have told me this ahead of time? Now my car is at ****** waiting for their ********************** technician to work together to clear the codes & ensure it is in full working order. My biggest issue:They cut a hole in my seat without my approval, which I wouldn't have given.

  

  Business response

  12/15/2021

  The customer chose to come to ********************** for after market heated seat installation.  This was the option selected due to not going with a factory heated seat.  A factory heated seat would have used the hole for the switch port as the customer describes, however, an aftermarket install is different.  There is no hole in the fabric of the seat, it is a nice neat toggle which has been installed in the plastic bezel of the seat.  The hole the customer describes is empty, meaning not a punch out, so there is no way to attach the toggle in this area.  Also, the dash lights have been fixed.  ************** went to the dealership and traced his wiring to find an error which had illuminated the air bag light, and that issue was resolved.  It is our understanding the customer was explained by the service department and by our store staff regarding the placement of the toggle swith.  Unfortunately, there is not other location, therefore no need to change or repair the seat. 

   

   

  Customer response

  12/15/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************************
  I want the heated seat removed, the toggle removed, and the plastic piece on my seat replaced. You did this to my property without my consent. You altered my brand new vehicle without any communication with me prior to making these alterations. I want my car taken back to its original state when I brought it to you. No one communicated any of your explanation to me prior to doing the work.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********** sold me a Ziebart protection plan/treatment. When I picked the car up it had been damaged with scratches on the vehicle in 3 places. This happened on 10/22 and I picked vehicle up on 10/23. The company is located on US 31 but keeps pulling in other location on this report.

  

  Business response

  10/26/2021

  Looking over your concerns and photos, we can definitely understand your frustration.  As confident as we are that the damages you see did not happen at Ziebart during your protection package processing, since they werent notated on the check-in sheet, it is our obligation to fix them.  Just so you are aware, it is very difficult to see imperfections on a wet vehicle. We know your vehicle was purchased used and apparently has multiple rock chips,therefore we would hope you understand that in no way was your vehicle perfect.  Dealer detailing hides lot of imperfections because the compound is designed to fill cracks enough to make them less obvious.  This product is removed during our processing allow those flaws to show through.  In addition, Diamond Gloss is like a magnifier.  Even the smallest surface scratch, not noticeable even prior to the application, likely will stick out like a sore thumb after the product is applied.  The Greenwood location is hoping to have you return with the vehicle early next week but we are still working to narrow down the date.  Our store will remove any of these three marks that our services will rectify and if there is something beyond our abilities, we use Dr. ***** for airbrush or PDR.  Currently we are waiting on a return call from them for their availability.  Please accept our sincerest apologies and we will be back in touch as soon as we have a definitive date for service.  Meanwhile, if you have any additional questions or concerns please feel free to reach out. 

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Took vehicle in for annual renewal service and paid for interior detailing. They didn’t clean a single window, didn’t clean steering wheel, left cobweb in window, left dirt and debris on seat back, left weathertech floor mats dirty, and actually carried in debris on the bottom of them when they put back in car. Called them to let them know ans their only resolution is for me to drive 40 mins back there with someone to drop off car and drive back again to pick it up. That’s three hours of wasted time for two people and wasted fuel for two vehicles because you aren’t allowed to wait there. They wouldn’t even offer compensation. I took photos of the terrible job they did. They literally only vacuumed it and maybe did a fast wipe. The seats don’t have any sign of the leather protectant and there is zero chemical smell in car as has been with previous services on 4 different vehicles. Manager was rude and have given him 24 hours to respond to photos with nothing back.

  

  Business response

  10/21/2021

  After reviewing your photos, we must please ask for your forgiveness for the poor quality workmanship displayed in your vehicle.  We are highly dissatisfied with the way your vehicle was returned to you.  Usually when a customer is not satisfied with the work, we do request the vehicle be brought back in for touchup.  Looking at your vehicle, we are going to forgo our normal policy and offer you a refund for the Inner-Guard service.  If it were minor detail which were the issue the situation may be different, however, we can see there was a disregard for many of the areas which are to be included in the service.  In order to process your refund, the store will need to be provided with your credit card number.  You many contact them via phone.  If you wish not to provide your credit card number, our accounting office can issue a refund check and mail it to your home.  Please let us know which you prefer.  

  Customer response

  10/22/2021

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID 16043903, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  Dawn Heidelmeier

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Ziebart Gold Shield protection from O'Brien Toyota on a new 2020 RAV 4 Hybrid. I made an appointment for 8:00 am Tuesday October 12, 2021 at Ziebart IN34 (Z) to condition the leather interior. The previous day, I filled the fuel tank, drove the vehicle to my cousins house, and returned home, with the car in the garage, I vacuumed the vehicle and wiped out the interior in preparation for the appointment. Also put some Lucas upper cyl. lubricant in the fuel tank, as is my habit with all my vehicles. I noticed no damage to the body. The next day, I took it to Z, and dropped it off. That afternoon I was called to pick it up, and drove it home, parked in the garage. I walked to the back of the car and noticed 3 places dented and scratched just below the fuel fill door. I went back to Z and the manager was not interested in the damage, he only wanted to explain that it couldn't have happened at his store. Finally he told me to get off his property and never come back.

  

  Business response

  10/21/2021

  We are sorry to hear that you have noticed damage on your vehicle after receiving service at Ziebart.  It is our understanding that the reason for your visit was to have an extra coat of leather conditioner applied to your interior.  This is an extra service offered by that location which goes above and beyond the annual application most of our locations provide.  We are also aware that this service was completed while you stayed on the property and when finished you left with the vehicle.  As with most service providers, once you leave the property we cannot be held liable for damages.  Anything can happen at any time once you leave Ziebart, therefore we will not offer to pay for repairs.  Also, due to the nature of your visit, we don't see how it would even have been possible for the damage to occur at our store.  We know when you returned to speak with the manager he let you into the garage to show you the distance between vehicles and work areas.  We apologize for any inconvenience. 

   

   

  Customer response

  10/22/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16039684, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Provide details of why you are not satisfied with this resolution.]
  The business states that I was present while the service was provided. That is not true. I dropped the vehicle off at 8:00 am in the morning, and picked it up after 1:00 pm in the afternoon. It was backed into a parking spot and I didn’t see the damage in the rear of the car until I returned home. The business says that the interior conditioning is a benefit, yet this was a condition that was explained to me when I purchased the service at O’Brien Toyota.  The manager has told me not to come back. So that directly effects what I had purchased. The manager showed me the size of the shop, but that is irrelevant as people and tools are on and about the vehicle in the shop
  Regards,
  
  Donald May
  

  

  Business response

  10/25/2021

  We apologize that we were under the impression that you waited while the service was performed.  Regardless, the vehicle left our premises and the damage was reported after.  The vehicle was backed into the spot intentionally.  If you come by our location and see vehicles backed in, that is because they are finished and waiting for pickup.  Showing you the shop and how far apart the vehicle are is very relevant.  Aside from that, all we did was apply leather conditioner to a rag and wipe down your seats.  We have also confirmed with the manager that he indicated you were not to return for the extra processing of leather conditioner throughout the year, however, are still more than welcome to come for your annual maintenance.  This is the program that was paid for through O'Brien Toyota and we are not refusing to do those services.  You annual time window is between 4/22-8/22, therefore we will only service the vehicle during that time.  Again, we apologize for any inconvenience or misunderstanding.   

  Customer response

  10/25/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16039684, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  Ziebart maintains that they couldn’t have damaged my vehicle. The fact that they had possession of the vehicle, and worked on the vehicle, provides the opportunity for something to happen to damage the car. What I know is when the car was in my home garage before leaving for Ziebart I had the fuel door open looking in that area and saw no damage. From there I drove the car to Ziebart then picked it up and drove home. When I got out of the car, I walked to the back of the car and immediately saw the quarter panel dented a few inches below the fuel fill. I heard nothing hit the car on the drive to or from Ziebart. When I went to talk to the manager, he was not the least bit interested in entertaining the possibility that the damage could have been done at his business. Quite frankly I see no way of resolving this without indisputable proof that would rise to level that Ziebart would be forced to admit the truth. The interior cleaning service Is an issue that I will take up with O’Brien Toyota.  When I purchased the new vehicle I was informed by the salesman that the interior cleaning was a benefit that was included in the price of the service. 
  Regards,
  
  Donald May
  

• Initial Complaint

  08/04/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was attempting to get my Diamond Gloss Paint Protection reapplied and was quoted $119.95 over the Telephone when I made my appointment over a month ago. ON August 04, 2021, I was told by a ********************* Rep (I mistakenly did not get his Name) that the charge would be roughly $300.00 since I had not had this protection reapplied every year. My **** ******* Navigator only has ******* on it and I have documented proof that on 8-29-16 it had ***** miles on it. It sits in a Garage protected by ALL elements of the Weather, therefore with my being a Disabled Senior Citizen, I seen no reason to have the Diamond Gloss reapplied annually for the past 20 years. After all, that averages out to **** miles per year. I am just attempting to keep the Vehicle in good shape.

  

  Business response

  08/06/2021

  We are sorry to hear that you are unhappy with your recentexperience with one of our locations.  An annual renewal on Diamond Glossis $149.99 (we are currently offering an additional 20% off which would make it$119.99).  However that is the ANNUAL price.  The Diamond Glossprotection lasts approximately 14 months.  Since one of the benefits ofDiamond Gloss is that it prevents things from sticking to your paint, havingthe protection reapplied before it has completely diminished is a slightlyeasier process, which is one of the reasons we offer the discounted annualrate.  If the protection has not been applied in 5-6 years (my recordsshow 9/22/2015) it is no longer annual renewal, so unfortunately that discountwould not apply.  

  Customer response

  08/06/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. What is the Price I am looking at?
  
  [Provide details of why you are not satisfied with this resolution.]  Every receipt that I have, as I have kept them all, I was UPSOLD on something...  This Vehicle has been constantly Garaged and NEVER left out in the Weather.  What is the "Cost" that I am looking at?
  
  Regards,
  
  *******************************
  

  

  Business response

  08/11/2021

  After 6 years, the cost would typically be the same as a first time application, which is $549.99.  However, it is my understanding that the store manager has offered to do it for $349.99

  Customer response

  08/20/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

   

  I was at the Washington Avenue & Post Road location on Aug. 4, 2021 and the Offer mentioned above was NEVER offered to me, I spoke with ****.

   

   
  
  Regards,
  
  *******************************

  
  

*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. ↩