Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car from ************ In May 2022. I was told that was an aftermarket product (clear coating) already placed on the car and it cost $700. I did not ask for this and would never have asked for it to be put on my car for any price point. I was also never explained how to use the product or any pamphlets with more detailed information. Again, I was told this came with the vehicle. I called in February 2023 because I noticed the car did not look as shiny and bright anymore to file a claim. I was denied less than a week after sending pictures. No one ever came out to examine my car. I spoke to representative over the phone who said that it was my fault the claim was denied and that the picture did not show new damage? And that a refund was not possible in any form. I want to be able to use a product that I have paid for. Its unfair and unethical to charge someone for a service and they cannot only not use it but they cant receive monies back either.

  

  Business Response

  Date: 03/28/2023

  It is unfortunate that the specific damage reported on this 2020 Dodge Challenger is not covered.  There are many benefits to the product warranty purchased in May of 2022.   I have attached the terms and conditions for review.

  We look forward to assisting should there be any coverable damages in the future.

  The CalTex Team

• Initial Complaint

  Date:01/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  bought a protective coating for a new truck. had water from sprinkler system drip on truck and left marks. Filed a claim with caltex coating and it was denied. talked with ******** and she had no idea what caused it but she knew it wasn't covered. ask for a refund she refused. she sent me a email and said it covers water etc. so it appears as coating provides do additional protection that the truck did not have before this coating. the product is callled resist all.

  

  Business Response

  Date: 02/03/2023

  We are sorry to hear about the frustration over the claim filed by ***************  The photos provided are not consistent with hard water etching.  We would however, like to send an inspector to Mr. ****** home or office.  If the inspection report reflects hard water etching, he will remedy the damage.  Your Claims Representative will reach out to you next week to discuss next steps.

  The Zurich Shield Team

  Customer Answer

  Date: 02/09/2023

  Complaint: 18946744
  
  I am rejecting this response because:
  The product is resist all the only think they are talking about is just resisting from water was sold as if anything get on it it will protect it not just water. Sent a estimate to repair like they wanted. They dont know what in the water caused it but wont back up there product. If you think about bird p*** etches it has ammonia and other things . Rain has acid unit and all they talk about is protecting it from water. Product is being sold to protect anything you get on it. They are not backing up what we are told at purchase. As you can see by paper signed at delivery shows no restrictions. 
  Regards,
  
  *********************

  

  Business Response

  Date: 02/09/2023

  We are willing to remedy the reported damage if it is a covered item.  As per our previous response, we will send a technician to inspect, and repair should the damages be consistent with a covered item.  We will have your Claims Representative contact you with next steps.

  The CalTex Team

  Customer Answer

  Date: 02/09/2023

  Complaint: 18946744
  
  I am rejecting this response because: the company is saying they are restrictions that is in my contract . There is no such restrictions page. If they have a copy of these so called restrictions with my signature on them please get them to send it to me. I presented to BBB a copy of my signed contract in last email and it contains no such restrictions. If you have it send it to BBB. Not a printed sheet with no signature. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:01/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my ****** Sienna in 2018 with the ResistAll NG2 package claiming to "Preserving the Beauty of your vehicle". The dealership said this will be great to have with young kids in the car and ***old it to me. I bought the PLATINUM package with 7 year coverage and paid $1774 for it! It covers Expanded Fabric Protection and Advanced Exterior Paint Protection. I called them in Dec 2022 to remove some stains on the interior fabric seats and weather induced fading/bugs on the exterior. They asked me to send pics and an agent would get in touch with me. I sent them a whole bunch of pics, and after several follow *** they finally got back to me in mid-Jan asking to call them. The rep on the phone said my Claim #****** has been denied because I didn't file the claim within 30 days. Plus I had to show proof that I had washed everything myself before (I regularly vacuum and wash my car). I was never made aware of this and did not know that I would have to report the damages within 30 days because apparently it was written in fine prints in the back of the receipt 5 yrs ago. The ResistALL brochure that shows all the coverage does not mention any of these terms. THIS IS A COMPLETE SCAM. I feel like I paid for a service and I got ripped off 100%. I've paid them in full and this is the first time I'm raising a claim for a legitimate use of my coverage. The company does not even want to fulfill what they sold me and this is unacceptable and very unethical. They don't even offer a solution - just say there nothing we can do, you have been denied. I am very ***et and disappointed for spending money on something that is legitimately a fraud. I would really want my money back or get my stains removed, exterior protected.

  

  Business Response

  Date: 01/26/2023

  We apologize for ******************** frustration.  There are terms and conditions associated with this product warranty in which we have to abide by.  One of which is the consumer needs to notify us of coverable damages within 30 days of noticing them.

  In regard to needing to wash the vehicle, our product is designed to prevent damage from becoming permanent not from happening at all.  Therefore, we ask our customers to attempt to clean and then call us if the damage does not come off.

  We look forward to serving **************** should the bugs not remove from the surface of his paint after the attempt to clean is made.

  The CalTex Team

   

  Customer Answer

  Date: 01/26/2023

  Complaint: 18728290
  
  I am rejecting this response because: the terms and conditions were not clearly explained when this warranty was purchased and my asks in this claim are fully in line with what was promised to me and advertised.

  This is an unethical business that does not care to serve their paying customers.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:01/13/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 2022, i purchased cal-Tex product for windshield protection for the price of 995.00.Jan 11, 2023. A truck hauling aggregate passed the opposite direction and peppered my wifes windshield, 27 chips was the initial amount of damage. The coverage cover up to 500 at a time up to 2 for a lifetime at ****. For the lifetime while covering up to 6in of cracks. Outside of 6 inches is not covered. I called Cal-Tex to initiate the claim, unfortunately I was prompted to leave a message due to representation being tied up with other customers. However, I continued to call in hopes to get a claim filed in a timely manner. I eventually spoke to someone, unfortunately by the time I had the chips had started to turn into cracks. My claim was denied due to the cracks, if Cal-Tex would had answered the first few times it would had been covered. Spoke to a representative trying to explain this and they stated that Cal-Tex goes of of time of reporthow convenient for the profit of this company. I try rd to escalate this with supervisor but while asking to be transferred to them I was hung up on twice. Shame, you would thing they would try to make this right. Maybe even fix the chips, unfortunately, this is how this companies customer service has been for me. Sadly most dealerships offer resistol which is (Cal-Tex). As a consumer please be vigilant and mindful of the products or protection you purchase for you vehicle.

  

  Business Response

  Date: 01/26/2023

  We would like to thank **************** for allowing us the opportunity to assist with his claim.   As per our records, his windshield was replaced, and we paid the vendor upon receipt of the invoice.

  Should **************** have a need in the future, we look forward to assisting.

  Thank you,

  The CalTex Team

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a 2012 ******** **** Feb 16, 2016 from Plaza Merecedes and added the Re-Install warranty through Caltex Automotive Solutions which is effective until February 2023. When trying to make a claim regarding ripped seats, which was supposed to be covered, they refused to fix. The first time we tried to make the claim for seats was through the ************** dealer where we take the car for repairs; being that ***** filed a claim through Re-install before for damage to paint in past (which was covered with no problem when Plaza sent pictures) the representative from Plaza filed the claim for the seats. The thing is, when ***** notices something is wrong when you come in for maintenance, they will tell you, then advise on fix. This is how and why Plaza would file the claims because we purchased the warranty at their facility. The claim was filed by *************** with ************ first in June 2019. ************************* with Caltex was supposed to be working on claim but then informed ***** she would not accept pictures from him. I had just lost my father due to lung cancer and was already dealing with alot of emotional grief and did not have the fight in me to argue with a company over something they should have honored. I let it go due to tear only on one seat. Get another tear within last 2 weeks on passenger side, called today to make claim and explained what happened before. ***** with Caltex first tells me that ******* should have accepted pics from ***** and seemed nice and concerned with how things were handled. But after putting me on hold for 15 minutes, she comes back and rudely tell me her supervisor says they can not accept claim due to me not following up back in 2019, which I did f/u because I have an email from ******* in June 2021 where I PERSONALLY went ahead and sent pics and tried to claim again with no response from *******. So now they don't want to honor claim at all. No matter what, the new claim should have been accepted and this is a sham!

  

  Business Response

  Date: 01/26/2023

  We are sorry to hear ********************** is frustrated with the claim filed on his 2012 **************  Unfortunately, the damage reported in 2019 is a listed exclusion under this limited product warranty as missing leather is not covered.  Attached photo for review.

  We look forward to serving ********************** in the future should he have covered damages to report.

  Thank you,

  The CalTex Team

• Initial Complaint

  Date:09/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a camper from someone else that had this CalTex Protective coating on it and I was told I could transfer the services to me. I tried calling for days and emailing and no one answer or reply back. I would talk to the operator and she would transfer me just to sit on hold and eventually get hung up on. Their customer service is c*** After I finally got an answer from someone she sent me the needed documents but wont answer my phone calls and very shortly answers my emails. Im down to the last few days of my 30 day window and still havent got this resolved. We are in 2022 and they still require checks and only checks, no cashiers check or anything else, who has checks these days? Everything is electronic, everything. Im to the point now, they wont answer my questions to get things transferred so that means they probably wont fix anything either because Ill never be able to get ahold of anyone. This is ridiculous and looking at other reviews Im not the only customer with this issue.

• Initial Complaint

  Date:08/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SCAM ALERT! Says specifically in the caltex pamphlet that the product "completely seals and protects against bird droppings." A bird pooped on my car, and caltex denied my claim. Then *************************, the "claims escalation" employee decided to not return phone calls or emails. Complete false advertising! Absolutely zero customer service! Stay away from this scam!

  

  Business Response

  Date: 08/09/2022

  We are sorry to hear about your frustration.  In regards to ****************** damage, our product is not designed to prevent bird droppings from happening but to make them easier to remove. In regards to the customer service, we do apologize that ****************** did not receive a response in a timeframe that met his standards.  We will be looking into this.

  We have processed ****************** claim for payment and not only to rectify the bird dropping damage on the hood but to buff and wax all surfaces of his 2018 ***** Accord.  

  We look forward to serving ****************** in the future should he have damages covered  under his product warranty.

  The CalTex Team

• Initial Complaint

  Date:06/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi!So drove to ***************** to see our nephew graduation in my 2020 Chevrolet Equinox and got a rock chip and I bought the Resist all warranty package with windshield warranty, well I filed the claim when I got back Saturday it was literally cracking as we drove and they finally got back with me today saying that crack needs to be 6 inch or less, literally its about 3 feet on my passenger side, I went crazy on them and said why would I buy a ******* warranty if it doesnt replace the windshield? I know have to spend ****** on a new windshield, what a waste of money!Thanks

  

  Business Response

  Date: 06/13/2022

  We apologize for ******************** frustration.  Unfortunately the product and limited warranty has a 6 inch limit claims.  We look forward to serving **************** in the future should have have coverable damages in the future.

  Thank you,

  The CalTex Team