ComplaintsforCal-Tex Protective Coatings

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Initial Complaint
05/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I bought a warrant for my *** windshield on 11/20/2022. I filed a claim once last year on July ***** year due to a few small cracks. The agent suggested me repair that first. If those crackers expanding later. They will replace for me. I find those crackers expand larger on May 1st 2024. I emailed and file a claim again . One service agent call me said my warranty wouldnt cover because crackers over 6 inch . I am trying to explain to her what happened to me. But she refuses. I paid over $1261 for warranty for 5 years. They never told me the cracks should be less 6 inch. And thats not my fault . When I repair last year. That agent told me will replace for me if cracks expand later. They lose their word
Business response
06/11/2024
Unfortunately, the cracks reported were over the size limit as this product warranty has terms and conditions in which we must follow. The terms and conditions are located on the back of the agreement signed at the time of purchase.
We look forward to serving should there be coverable damages in the future.
Thank you,
The CalTex Team
Initial Complaint
04/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On Tuesday March 26-I visited Acura about repair on my '21 Acura TLX. Acura referred me to Cal-Tex to process a warranty. I called Cal-Tex, spoke w/ ********************* to process my warranty. ***** immediately appeared to deny the claim, asked for emailed pics of fading & salt damage on the front bumper/small stain on driver car seat. 1 Week later, ***** claimed she was awaiting my pics & after providing submission info, confirmed receipt. ***** viewed pics & explained I could use the repair shop of my choice, then changed her mind, saying she needs to view the pics with her sup. I inquired about *****' abrupt change in her decision & again, she appeared to verbally suggest denial of my claim. Suddenly ***** says, she needs a tech to view my car first. After having a heated conversation with ***** about her inconsistency, she provided me the tech's info and we agreed to meet on Saturday, April 6 @ 8am. (Tech was 1 hr, late). After meeting, **** agreed my car had damage from salt & explained he will paint the entire front bumper & "make it new again." We agreed to complete work on 4.22.24 @ 8am. (Again Tech was 1 hour late). Curious about the look of the I contacted **** on 4.23.24 to discuss work done and ask if it was okay to wash my car. I asked if he was supposed to sand down the bumper and clean it first because it appears he painted over pollen, dirt, bugs & the salt damage. **** explained his company does not "do that type of work" & referred me back to Caltex. April 23, ***** called to follow up on the ******** inquired about typical paint procedures, complimented the work on my seat and voiced concerns about the paint job. *****, in turn expressed her own concerns & said she would c/b after speaking to the tech. April 26 ***** called & said she "did not authorize the work to be done" & said, the tech offered to come remove the paint from my car since I was unhappy. ***** insinuated the claim was fraudulent, the tech is liable & did not follow her instructions.
Business response
05/03/2024
We are sorry about the frustration, we authorized the cleaning of the interior portion of ************** vehicle however, paint chipping is not covered under this product warranty.
Thank you,
The CalTex Team
Customer response
05/06/2024
Complaint: 21632233

I am rejecting this response because: I provided a very thorough account of what occurred and was provided with Claim #******. In the process, I feel like my claim was passed off to another company. I followed through with everything asked of me (submitted pictures, contacted the rep, met with him, coordinated the tech come to my job premises to complete the work) only to be left with a still damaged paint job and no one to admit liability. As a customer of Acura, I have purchased an extended warranty, that has been rejected multiple times even before I had an opportunity to prove my car fits the criterion. I was informed by the technician that my car fit the criterion under the warranty based on paint "fading" and a few "salt" remnants causing paint damage. **** even educated me on the differences in paint imperfections and physically pointed out those caused by salt. Caltex argues that my car doesn't meet "fading" standards and states "discoloration" is defined differently, which isn't the case..just a play on words. I specifically spoke with Cal-tex via phone to confirm that **** and I agreed on the date that the work would be done and touched base on his observation of my vehicle, so Cal-tex was well aware of work to be done. Now that Cal-tex is denying ever connecting me to **** and submission of my claim is totally absurd. I feel like I've been subjected to fraudulent services and blamed for following through with a claim that nobody wants to be liable for due to "shotty" workmanship..not to mention I was initially advised by ***** that I could choose any body shop and I was denied repeatedly when I asked to have the service done elsewhere. I want my car repainted in the correct manner (sanded and properly painted) or I want the entire cost of the additional warranty (that has not been properly honored to me), all refunded. I have contacted *****'s customer relations and awaiting a response.
Regards,

*************************
Business response
05/31/2024
We are sorry but the reported damages to the painted surfaces are listed as an exclusion under our product warranty.
Thank you,
The CalTex Team
Initial Complaint
04/23/2024
Complaint Type:
Customer Service Issues
Status:
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.
I purchased the windshield repair service when I bought my car. That includes chips and cracks up to 6 inches in length. On Friday 4/19/2024 at 3:55 pm my windshield got hit by a rock and made a chip star like with a line going up about 3 inches long( photo taken at the time of incident) I tried to contact CalTex but it was closed so I sent that photo to their claim number as text to document the case. When I called today the chip had increase in all direction making it more than 6 inches due to weather heat and cool. AfterCalTex reviewed the photos they denied repair since they told me it was more than 6 inches to began with. I tried to reach out to claim person who handles these cases but no response back. I do have the supporting pictures before and after the expansion in length and of course I sent them all to CalTex but they insist on their stand as they can not help. Im seeking the fair service or replacing my windshield since its clearly was covered at the time when the chip happened and its not my fault that they were closed when I called.
Business response
05/14/2024
Unfortunately our product warranty has limitations and the crack at the time of report was out of scope.
We look forward to serving ********************** should he have coverable damages in the future.
Thank you,
The CalTex Team
Customer response
05/15/2024
Complaint: 21610547

I am rejecting this response because:
When the chip happened it was well within the 6 inches scope since Im also aware of it. However the business was closed at the time of reporting the chip and the lines start to expand due to the temperature changes. Furthermore, I did call again and requested to talk to a supervisor and was told she was busy on another call and asked to leave name and number for a call back and until this moment no one reached back to try to resolve this matter.
Regards,

*******************************
Business response
05/31/2024
Unfortunately, our product warranty has limitations and the crack at the time of report was out of scope per the photo received.
We look forward to serving ********************** should he have coverable damages in the future.
Thank you,
The CalTex Team
Initial Complaint
04/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On March 29th to March 31st I went camping, where I sustained two small chips in my windshield (pictures attached) while driving. Under the terms of my warranty with Caltex for their ResistAll product which was applied to my windshield, the chips should be covered as long as the damage is less than 6 inches (they are) and were sustained while driving (they were) and were reported within 15 days; I reported the damage and sent pictures to Caltex On April 3rd (within 15 days). Caltex then asked for a larger picture of my windshield which I sent. Caltex informed me the same day they would not cover the two chips in the windshield because there was a separate larger crack, longer than six inches, in a different area of the windshield. This is not stated in the warranty as a disqualification or revocation or reason for denial in the warranty document, also attached. Caltex is in breach of their warranty. They told me my only recourse is to invoke the arbitration clause, which I am pursuing. This will probably cost more time and money than the initial cost of the warranty, $899. But I believe in holding companies accountable and not allowing them to abuse customers in this way. I do not think this company deserves a high BBB rating and should be downgraded.
Business response
04/09/2024
Typically, due to the pressure placed on the glass during the resin fill process a glass company cannot fill chips if there is also a crack present. We can send a work order to Safelite and if they will fill the chips even if a large crack is present, we will take care of those fills.

If you would like us to dispatch Safelite, let us know and we will send a work order.
Thank you,
The CalTex Team
Customer response
04/15/2024
Complaint: 21529621

I have reviewed the response made by the business in reference to complaint ID ********. I do not find this response satisfactory because it should have been explained and offered right away, not after I had to file a complaint. I also find it to be the absolute minimum response possible. Without complete replacement of the windshield, the chips are still visible. I did accept repair of one of the chips in my windshield and am glad that the center chip has been filled so that I am less worried about it spreading, but CalTex should cover replacement of the windshield. Their protective coating and their warranty of that coating does not provide adequate coverage to insure that your windshield will get replaced when damaged by rocks on the road which is what is implied in the warranty.
Regards,

***********************
Initial Complaint
03/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Ive had a terrible experience with this company. I bought the Resistall for my 2022 Bronco and have had to replace the windshield 5x in 2 years. The only thing they helped with is filling in chips. If its a crack, they will absolutely not help replace it- its out of pocket for you. Its false advertising as well. I took a picture right when the crack happened and sent it to them- it was 3-4 inches. Of course, the crack spreads over time and they ask you to take ANOTHER photo and by then the crack is 6in or longer, which voids the warranty. This is why they say a rep with get back to you in 2 business days, because by then the crack will have already spread so they can deny your claim. ******* told me the product is meant to only repel small rocks, well small rocks hit my windshield and you all are denying every claim! I want a refund for the product not working and the company falling through on their obligations for what I paid for. Please stay away from this company. I was told by the **** dealer that this would cover windshield replacements, which is why I bought it.
Business response
04/09/2024
We are sorry to hear about ******************** frustration. We processed and paid three windshield claims that were within scope of our limited product warranty. Unfortunately, the product warranty has terms and conditions which lead to the denial of two claims as the damage was not within the scope of the warranty.
We look forward to serving **************** in the future should he have damage covered under the warranty.
Thank you,
The CalTex Team
Customer response
04/09/2024
Complaint: 21473508

I am rejecting this response because:
My original windshield crack was within warranty when it occurred. I took a photo and the crack was under 6in. Hours later the business called asking me to take another photo, which by then the crack had spread and they wouldnt honor the original photo which shouldve been covered under the warranty.

Regards,

*********************
Initial Complaint
03/22/2024
Complaint Type:
Service or Repair Issues
Status:
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.
To whom this may concern: I purchased this warranty on 9/6/21 and I was told that I was told that both the interior and exterior of my truck would be covered, if there was anything spilled or any other damage. I have since filed 2 claims and were denied on both times.. I would like a full refund for the cost of the warranty as it is a scam.
Business response
03/25/2024
We are sorry to hear about Mr. ***** frustration.
Mr. ***** October 2022 claim was denied because paint scratches and chipping are a listed exclusion under this product warranty.
Based on the photos we received when Claim ****** was filed March of 2024, the damage appears to reflect a harsh or corrosive liquid dripped onto the roof which is a listed exclusion under the warranty as it is not environmental damage such as bird droppings or tree sap.
We responded to Mr. ***** complaint email on 3/21/2024 advising that we will send a technician to his home or office to perform an inspection. If the damage is covered, the technician will rectify.
The technician will be in touch this week to make an appointment.
Thank you,
The CalTex Team
Customer response
03/25/2024
Complaint: 21472270

I am rejecting this response because:
The resoonsebwas not from a conplaint to made. They responded to another client.

Regards,

*********************
Business response
04/03/2024
Unfortunately, the damage reported is not covered. Our product warranty covers stains not debris in perforations.
Thank you,
The CalTex Team
Customer response
04/07/2024
Complaint: 21472270

I am rejecting this response because I no want a full refund of my money. I am tired of the back and forth with them.

Regards,

*********************
Initial Complaint
03/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
When purchasing my Maserati Levante, I was sold the 360 Resistal warranty which covers worry free protection on the damage to the paint of my vehicle. I noticed damage to my vehicle's paint (photos attached) and I submitted a claim through the warranty provider, Caltex. Claim #******I received a call on 3/20/2024 from a representative of Caltex telling me that based on the photos, the damage is not covered because it does not look like an environmental damage. For starters, denying a claim should be based on factual evidence and not an assumption. This is not acceptable business practice. The damage is obviously due to an environmental factor and not inflicted by human. Attached is what is covered and I am sure this damage falls under one of them.If it doesn't, I need Caltex to assign a certified expert to physically inspect the vehicle and provide cause of damage to substantiate denial of this claim.
Business response
04/03/2024
We are sorry to hear about your frustration. Based on the photos we received when Claim ****** was filed, the damage appears to reflect a harsh or corrosive liquid dripped onto the roof which is a listed exclusion under the warranty as it is not environmental damage such as bird droppings or tree sap.
As per our email on 3/21/2024, we did agree to send a technician to inspect and repair if the damage is covered.
Thank you,
The CalTex Team
Initial Complaint
03/21/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I purchased this vehicle and did not ask for Resistall/CalTex package it was just put in on me then when I contacted them I was told I could not get a refund when in fact that is nowhere in the paperwork I received. Ive only had this for 5 months
Business response
03/25/2024
The package you are referring to is a product that was applied to your vehicle and has a warranty associated with it. The warranty is non-cancelable because the product is non-returnable as it was applied to the paint, fabric and vinyl/leather surfaces.
Thank you,
The CalTex Team
Customer response
03/25/2024
Complaint: 21459500

I am rejecting this response because:

Regards,

*********************************
Customer response
03/25/2024
Complaint: 21459500

I am rejecting this response because: I didnt ask for the CalTex from the dealership nor did I ever use the service. I want my refund of ****** I had the service only 5 months and never used it. I never received the contract about the product

Regards,

*********************************
Business response
04/03/2024
The product is non-returnable as it was applied to the paint, fabric and vinyl/leather surfaces of your vehicle. This product warranty is non-cancelable.
Thank you,
The CalTex Team
Customer response
04/04/2024
Complaint: 21459500

I am rejecting this response because:
It was never applied to my vehicle I never used the service nor did I ask for it. You all are a big rip off! I should be made to get my money back for something I never used nor ask for.
Regards,

*********************************
Business response
04/04/2024
We are sorry about the frustration. This is not a service but a product that was applied to your vehicle. The product is non-returnable as it was applied to the paint, fabric and vinyl/leather surfaces of your vehicle. This product warranty is non-cancelable.

Thank you,
The CalTex Team
Customer response
04/04/2024
Complaint: 21459500

I am rejecting this response because:and again nothing was applied to my vehicle. I never used the service. It should be reimbursed if never used

Regards,

*********************************
Initial Complaint
03/12/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased the windshield protection package. It was absolutely not worth the money I spent. This company is looking for reasons not to cover my cracked windshield. A small rock hit my windshield and quickly spread. When I tried to make a claim with ******* they asked for a picture and immediately said they would not cover the crack because it was longer than 6 inches. The very reason I bought the policy was to cover this exact situation and yet they refused.
Business response
03/12/2024
We are sorry hear about ************************** frustration. We adjudicated the claim as per the terms and conditions. Unfortunately, the size of the crack was over the size limitation.
We look forward to serving **************** in the future should he have a coverable claim.
Thank you,
The CalTex Team
Customer response
03/14/2024
Complaint: 21412664

I am rejecting this response because:

Regards,

*************************
Initial Complaint
02/07/2024
Complaint Type:
Service or Repair Issues
Status:
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.
We bought this windshield insurance for my brand new vehicle to get insurance on the windshield for when ever it would get a chip or break, that was the only reason for buying it. They said that I would be eligible to get 2 replacements for my windshield and filling for the chip rock unlimited, and now that I need a replacement they denied me ANY SERVICE AT ALL, NOTHING. And when speaking with them on the phone I heard the representatives OVER JOYED with happiness about DENYING me *********** at all. I got NOTHING and they said I was responsible for any repairs. This place is a scam. Why would anybody buy insurance if its not to be used when bad things happen. It doesnt make any sense, they just robbed me of my money. Never offered any kind of repair NONE AT ALL. PLEASE HELP and THANK YOU!
Business response
02/07/2024
Our limit product warranty requires notification of damage under 6 inches in length and within 15 days of noticing the damage. Unfortunately, when your claim was filed, the damage was out of scope.
We look forward to serving you in the future should you have coverable damages.
Thank you,
The CalTex Team

Customer response
02/09/2024
Complaint: 21261225

I am rejecting this response because: When we purchased this warranty we were promised 2 replacements of windshield and filling for any chip rocks, the company does not want to provide any service they dont want to be responsible for nothing.The customer service is very bad they do not care about the customer we want a refund they are refusing any service they have been giving many opportunities to make this right. Respectfully the customer.

Regards,

*******************************
Business response
02/19/2024
Our limited product warranty requires notification of damage under 6 inches in length and within 15 days of noticing the damage. Unfortunately, when your claim was filed, the damage was out of scope.
We look forward to serving you in the future should you have coverable damages.
Thank you,
The CalTex Team
Customer response
02/19/2024
Complaint: 21261225

I am rejecting this response because: When purchasing the warranty they said I would be cover and get two windshields replacements and chip filling. I request a refund.

Regards,

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

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