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:04/24/2025

  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 windshield warranty from this company when buying a new car from a dealership from whom I had previously purchased a vehicle and windshield warranty. I have had to use windshield warranties on vehicles from three different companies in the past and assumed this warranty to be the same. I've never had a problem with coverage other than OEM vs aftermarket glass. When Zurich called me, the representative told me that the claim was being denied because the crack was OBVIOUSLY over six inches. Apparently, for the windshield to be covered, the crack must be larger than a chip but less than six inches. Setting aside the lack of reasoning for why a crack larger than six inches shouldn't be covered the same as one smaller than six inches, anyone who has had a windshield crack knows that they grow from heat changes and movement of the vehicle. I explained that the crack happened on Friday evening and I made a claim early Monday morning. By the time I was instructed about what pictures were needed by the glass company, the crack had grown substantially. The representative did not care. I emailed the company but have not even received so much as an automated response. Zurich's warranty appears to be designed specifically so that claims can be easily denied. Buyer beware! I will also be contacting the dealer to alert them that the third-party warranties they are selling are likely to result in unhappy customers. Perhaps they can prevent what happened to me by switching from Zurich to another company.

  

  Business Response

  Date: 04/25/2025

  We are sorry to hear about Mr. ******** claim experience.  Our product warranty has terms and conditions in which we are required to follow however, our Senior Director of Claims would like to perform some additional research.

  If Mr. ****** could please email some additional information to ************************************ it would assist her greatly.    Whom did Mr. ****** report the damage to on Monday morning?  What was the size of the crack at that time?  An any other details Mr. ****** feels would assist.

  We look forward to serving Mr. ******************* you,

  The Zurich Shield Team

   

• Initial Complaint

  Date:02/25/2025

  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.

  Yes on January 31 .I traded in my car for a used 2021 jeep wrangler. Love the jeep. But when I bought the car with financing. I did not know it has a ceramic coating thru this company. Well my gap insurance with them also. Anyway it was the end of the month and *************** was in a hurry too make a deal for my financing. Of course the finance guy rushed me so fast thru the paperwork I didn't notice the shield ceramic protection either till later in the week I saw the paperwork. It seems they gave me a free 12 month protection on it. On paper says worth one thousand dollars. I called the shield company. They told me the dealership gave it free??? I don't believe it's free?? They probably upted my car payment with that thousand dollars??? Not sure. Anyway who ever put the coating on my car did lousy job. It's a 2021 jeep wrangler. Probably wearing off. I put water on the jeep. Did not bead up. Was flat running water ?? Tells me worn down shield. Again I would not have bought jeep if I knew ahead of time it had ceramic on it. And it's all bull that ceramics last a life time?? That's a joke. All bull ??. Anyway I contacted my sales guy thru text. He said he would talk too manager they could redo the ceramic coating???did not get back too me. But than again I don't want it back on want the dealership just too remove test of the ceramic coating. Will be much easier too remove do too it's fading anyway. Also it's not just the fading due too either climate conditions etc. But it can be too people who don't know how too apply the coating also??? Not prepping it right?? Cleaning it clay bar and buffer and compounds etc. Again I love the jeep no problem it's just it was the end of the month and they wanted me too come back after I got home too make a deal. Token advantage of and that's not right. They knew I was excited and I rushed not thinking. So yes I think of our good Faith. They should just have there service **** take off the rest of the ceramic coating.

  

  Business Response

  Date: 03/11/2025

  We are sorry to hear about your frustration.   We manufacture a product that is distributed to dealerships. This product comes with a limited warranty with many benefits should our product fail.   We do not provide Gap coverage.  If you are concerned about the application process, we encourage you to speak to the dealership.

  Thank you,

  The Zurich Shield Team

• Initial Complaint

  Date:01/07/2025

  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 am writing to formally express my dissatisfaction with the Zrich Shield policy for paint protection that I purchased through ***. It has come to my attention that *** has discontinued offering Zrich Shield due to the company's fraudulent practices, unhappy customers and their intent to hide between the lines the details of exclusion all this has left me feeling misled and frustrated.The policy advertises comprehensive paint protection against damages; however, upon reviewing the fine print, I discovered that actual damage is often excluded from coverage. When I sought clarification from one of the representatives, **** in the escalations department (he refused to give me last name or initials), I was met with rudeness and a lack of professionalism. He dismissed my inquiries about the policy exclusions, stating he "didn't have time to play games," which I found completely *************** a consumer, I expected better support and transparency, especially regarding a product that has proven to be a scam. ***'s decision to partner with Zrich Shield has ultimately reflected poorly on your brand, and I believe it is essential for you to address these issues.I urge you to take this matter seriously and consider the implications of associating with Zrich Shield. Thank you for your attention to this complaint. I look forward to your prompt response.

  

  Business Response

  Date: 01/07/2025

  Thank you for the feedback.  We have reviewed the claim and phone calls associated with it.  Unfortunately, the rock chips reported by Ms. ****** are a listed exclusion under this warranty.  Our product warranty has a comprehensive list of environmental covered items.  

  We look forward to serving Ms. ***** should she have coverable damage on her 2018 *** she purchased in 2018 and had our product applied.

  Thank you,

  The Zurich Shield Team

• Initial Complaint

  Date:01/02/2025

  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 2024 ******* genie 80 as ***** **** in *********** ********. I did purchase a rust protection and undercoating for my vehicle not being told that this was already done to my vehicle since it is new. I reached out to cancel the service because I have not been provided or reached out to schedule this service and they told me I cannot cancel. I have went through all of the documentation that I was given, and there is nothing stating it is not able to be canceled, and I was also misled that I needed this protection when ******* told me to not have it done again

  

  Business Response

  Date: 01/07/2025

  We apologize for the frustration.   We manufacture a product that is applied to your vehicle when purchased, we warrant the product should it fail to perform.  Since this is a product warranty and the product was applied to your vehicle, we are unable to refund.

  The Zurich Shield Team

  Customer Answer

  Date: 01/08/2025

  Complaint: 22748660
  
  I am rejecting this response because: at time of purchase this was NOT applied to vehicle. It is on this document stating we owe, I was supposed to be contacted about receiving this service but never was. I had an oil leak and took it to ***** **** and asked about it. Made an appt but was sent to ******* dealer for the leak where they told me not to get this as it was done at time of original purchase. (I bought used) and was informed by ******* dealer to not have it done again. If they checked records they would see that this service was never provided! 
  
  Regards,
  
  ****** *****

  

  Business Response

  Date: 05/15/2025

  We are sorry about Ms. ****** frustration.   She will need to discuss this issue with the dealership she purchased her vehicle from, as we manufacture and distribute product to dealerships and are not part of the selling or application process.

  Thank you,

  The Zurich Shield Team

• Initial Complaint

  Date:10/16/2024

  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.

  When I purchased the ****** Rouge 2016, also I purchased a paint protection insurance. A couple weeks ago I realized the paint is fading in the rear spoiler on this vehicle, on 10.16.2024 I filed a claim with this company, but they said this damage is not covered for the warranty. Attached you will find a picture of the paint fading. I feel cheated by the way they sell their insurance, and they don't take care of claims.

  

  Business Response

  Date: 11/06/2024

  Based on the photos provided when the claim was filed of Mr. ********** 2016 Nissan Rogue the damage is clear coat delamination which is not covered under the product warranty purchased on 11/30/2020.

  We look forward to serving Mr. ******** in the future should he have a covered item to report.

  Thank you,

  The Zurich Shield Team

   

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On September 16, 2024 I contacted the claims office of Zurich Shield to file a windshield replacement claim through a program I purchased with a vehicle from ***********. With the program, it allows vehicle owners to get their windshield replaced at no cost as long as the crack is not longer than 6 inches. I submitted my photos, they weren't received. I contacted them again on September 19. At that point I was instructed that the crack was over 6 inches, I told them it had run as window cracks often do. They requested I send the photos again with a yard stick to show measurement. Again, I sent it to them and informed them that it has been five days and the crack was going to show longer than 6 inches. At this point I feel they are waiting me out until the crack crosses the entire front of my windshield.

  

  Business Response

  Date: 10/07/2024

  Thank you for allowing us to review your claim.  We are sorry about the frustration.  Our Senior Director of Claims will have a Claims Representative contact you to discuss your claim and steps to resolve as she have overturned this denial.

  Thank you,

  The Zurich Shield Team

   

  Customer Answer

  Date: 10/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  The corespondents states the initial decision to deny my claim has been overturned and I would be contacted on next steps. 
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:08/28/2024

  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.

  When buying a vehicle last year, I was required as part of the purchase to buy a "Zurich Shield" paint warranty. When I found dents on my car in june of this year, I thought I would finally get some value out of it, as they were clearly covered according to the warranty paperwork. Zurich shield was difficult (as I expected) in terms of asking for multiple pictures etc, but finally agreed I should get the dents fixed. Because a mobile technician did not service my area, they asked me to get a quote. When I got a quote and sent it to them, they immediately rejected it, claiming "Based to your estimate, requiring paint work that tells that paint is affected and we will not move forward with that". There was no damage to the paint, and the estimate (from a paintless dent repair place) in no way mentioned paint. I feel this initial rejection was in bad faith. When I followed up with a phone call (to a different employee), they admitted that the quote said nothing about paint, and seemed confused about why that rejection was made and that they would talk with their management. I feel this initial rejection was in bad faith. Shortly after the call, they wrote me back stating "Per our policy , the estimate was denied due to warranty not covering any R&I work". I called them and asked them to tell me where in the text of my policy this is stated. The only thing my policy states regarding an exclusions is that ""(10) ... or dents that the technician determines; in his or her own discretion, cannot reasonably be repaired using standard paintless dent repair methods" are excluded. The technician I got a quote from felt it could be repaired using standard methods. Removal and reinstall to allow access to the back of a dent is very much a "standard method". When I called to express this, they agreed that my contract was clear, but that their policy was what it was. It is unacceptable to literally ignore the terms of their warranty and substitute whatever "policy" they want.

  

  Business Response

  Date: 08/28/2024

  We are sorry for the frustration.  Thank you for allowing the Senior Director of Claims the opportunity to review your claim.  We agree that this claim should be processed as a covered claim and apologize for the confusion and inconvenience.

  A Claims Representative will be in touch to confirm the mailing address for the check processing.

  Thank you,

  The Zurich Shield Team

• Initial Complaint

  Date:08/07/2024

  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 the product thru a **** Authorized dealer. I recently had tree sape on my covered car. After taking various pictures and then having a jeep dealership take pictures this wonderfully incompetent company is now saying it is not a covered repair. I then asked this wonderfully incompetent company for an executed copy of my warranty contract. I got a blank one instead. No where is this blank contract does it state that tree sap damage is not covered. In fact it specifically states tree sap is covered. I have also asked for a written clarification but have yet to receive it. I have however contacted ********** Brand integrity and I have a sneaking suspicion that Zurich shield might not have a lot of luck in other Jeep branded delearships in the future. In other words this kind of behavior by third parties is impacting Jeeps proprietary constumer satisfaction results, it will not be tolerated.

  Customer Answer

  Date: 08/16/2024

  Complaint: 22101809
  
  I am rejecting this response because:

   

  I have requested several times for this business to provide the specific provision within the warranty which they are relying to exclude coverage. In addition I also requested a copy,  Electronic or otherwise,of my signature agreeing to any of their terms. Neither one of these requests apparently even warrant a response from these people. 
  

  They need to response in a material manner to my request(s).
  
  Regards,
  
  ****** Moral

  

  Business Response

  Date: 08/28/2024

  As per email correspondence on 8/9/2024, we receive an electronic data file from the dealership.   If you do not have a copy of your signed warranty in the paperwork provided to you at the time you purchased your 2022 Grand Cherokee, you should reach out to the dealership as they will have one for you.

  Thank you,

  The Zurich Shield Team

• Initial Complaint

  Date:07/29/2024

  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.

  Purchased the warranty. Said to cover any damage supposedly protected by the shielding. A rock chip occured that immediately led into a crack. I reported it same day and they would not honor the warranty.

  

  Business Response

  Date: 08/05/2024

  Unfortunately, the damage reported was outside the scope of coverage.  The Terms and Conditions stated chips and cracks up to six inches.

  We look forward to servicing ********************** in the future should he have coverable damage.

  The Zurich Shield Team

• Initial Complaint

  Date:07/22/2024

  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 got charged more than $4500 for Zurich shield protection on our new car purchase without knowing permission. The dealership sets the price for the Zurich Shield at the time of sale and does not get involved in any part of that video-recorded sale contract, regardless of what condition was set by the dealership finance ************************* at ****** of ******* Neither party is trying to cooperate with us on why we were overcharged unwillingly and why Zurich Shield does not cover any of the damages to exterior paint that the dealership initially put down in writing. Regardless of how the two parties try to wash their hands with it by saying "It`s not us". The money has been paid to Zurich Shield for a fake promising warranty policy written by the dealership that does not even exist or match Zurich Shield's policy. If that is the case we are entitled to a full refund because the dealership did not send the policy that we have to Zurich Shield because he knew it wouldn't work. The policy from Zurich Shield is also something that we have not seen at the time of sale or was disclosed to us. So we do have two different "warranties from the two parties and one magical secret product that happens to be water-based solution wax applied during rainy days that cannot be canceled once applied. The fact is that $4500 and more are paid to Zurich Shield and they have to be refunded. Unless that is their way of generating income and they want to be proud of it.

  

  Business Response

  Date: 07/22/2024

  We are sorry to hear about the frustration.  I was unable to locate a warranty with the information provided in this complaint.   If you could please provide a copy of the warranty so I can do some additional research.   You can email the warranty to ************************************.

  Thank you,

  The Zurich Shield Team

   

  Customer Answer

  Date: 08/08/2024

  Complaint: 22017891
   
  I am rejecting this response because: 

  The attachment shows what finance ******************* prepared as a package for us from Zurich Shield coverage and charges an unnotarized amount of $4644.  This package does not exist, and Zurich Shield will not cover any of the listed warranty protection that finance ****** from ****** promised us. Also, you can see the amount of the bundle that Zurich Shield offers on the document and ****** added a total of around $1200. That was what we agreed on and we were thinking that Zurich Shield would cost us. Instead, he charged us $4644 and never asked for permission or approval for that amount. All the contract papers and documents were presented to us by him as a stack of papers that we have to sign on the bottom portion and we can do it quickly since it was around 9 pm Friday, long after business hours. 

   

  After we discovered that the Zurich Shield warranty is nothing but a big scam for customers to steal their money in some sort of legal way "Non Refundable and No cancelation", by simply filing a claim through the Zurich Shield app that ****** the finance guy from ****** told us during the sale. It was nothing but a powder residue on the hood that did not happen even to damage the paint, but when we summited to Zurich Shield it was canceled the next day buy them. I called and asked why they simply said that they don't cover any paint damage at all, only tree sap and water droplets. We don't even have trees around our house why would be purchasing a warranty for that? Even though Zurich Shield management and customer service are very well aware of the entire situation they refused to refund us or cancel the warranty that does not even exist, and it was a simple lie, made up, so they can collect money.

   

  I don't understand how you can take, so much money from, a customer for a service or warranty that simply does not exist and no consequences or even attempt to apologize or explain the clear mistake (rubbery) that you have committed.  No one from Zurich Shield or ****** of Tacoma ever returns or calls replies to any of our complaints, or tries to meet us and go over the paperwork as their customer service has been promising when the issue was discovered.  Zurich Shield emailed me a copy of our policy that we had never seen before or had signed at the time of the sale and assured us that is what we have as coverage (nothing) for $4644. The product again applied to our vehicle is a water-based solution that was lightly wiped with a soft cloth during WA state rainy day and that is why they cannot refund us or cancel the fake promised warranty that does not exist. 

   

  How would you feel if that happened to you?

   

  I am on a fixed income and receiving social security disability I have a 19-month-old doughtier and my fianc simply needed a good car for our family. I am paying $1200 for a car that cost 59K and we were charged more than 74K without our permission or knowledge. Even doe in the overaged amount is in the form of warranties, those warranties are fortified, not valid, or honored by the parties (Zurich Shield and ****** of Tacoma) in this case. It is against the Federal-FTC CARS Rule and WA state WAC` is that simple.

   

  "The ************************** (FTC) Combating Auto Retail Scams (CARS) Rule aims to increase transparency and honesty in the car buying process. The rule prohibits dealers from making misrepresentations about important information, such as price and cost, and from charging for add-ons that don't benefit consumers. The rule also requires dealers to get consumers' informed consent before charging them for anything."

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

  

  Business Response

  Date: 08/12/2024

  Unfortunately, I will not be able to speak into the details of this warranty as I do not show you as being the warranty holder. 
  
  At a high level:
  A claim was filed in July but unfortunately the reported damage was not one of the listed coverages and was denied.  The warranty does not cover fireworks residue on the paint.
  A product was applied to the surfaces of the vehicle at the time of purchase which makes this a non-cancelable warranty.  

  Thank you,

  The Zurich Shield Team

   

  Customer Answer

  Date: 08/13/2024

  Complaint: 22017891
  
  I am rejecting this response because:
  

  I appreciate your sense of humor, trying to break the ice I hope,.it makes me laugh. But I did not expect that spontaneous response after all that time.... talking, me filing claims, requesting assistance, explaining and trying to reach someone honest and fair person in charge at Zurich Shield.Finally such a cold and unkind response Zurich Shield trying to single me out I felt so unwelcome. But that is what bullies do that includes the dealership as well, but when the truth is out you got nothing.
  
  No ethics, no dignity, no self respect, no honor,  no guts and no glory, so desperate, by any means trying to keep the stolen money of a costumer.
  
  What else to say, how low can you go? To fallow up on your response I have to say -  did you read my complain and documents at all?
  
  And again that proves how uninform you are due to lack of evidence on your side, trying to make something out of nothing.. It`s  more obvious that it was not a mistake or an incident overcharging my loan to steal money. That is  Zurich Shield and dealership orchestrated stealing money practice without permission or legal right without intending to return it and bulling.  
  Regards,
  
  *******************