ComplaintsforZurich Shield

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ****** Pathfinder from Daystar auto at **********************************. The vehicle became disabled. Was towed to a ******************* ******. I was then told that the warranty with Zurich wouldn't cover the repairs because of the mileage. The mileage was ******* and the warranty was covered to *******. The problem was due to no oil changes but, we had several oil changes done at *******. I uploaded the ******************* report.

  Customer response

  04/20/2024

  This is all the information you requested. 

  

  Business response

  05/17/2024

  We are sorry about your experience; however, this complaint has been filed with the wrong company.  We are Zurich Sheild and provide products for vehicles paint, fabric and vinyl/leather.  We do not provide coverage for mechanical issues of any kind.

  Thank you,
  

  The Zurich Shield Tea,

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought the extended warranty for my new vehicle. Due to the interior having perforated seats. Sales recommended as if anything gets in the seats it is impossible to get them clean. I made a claim due to my daughter got sick in the car and the seats are stained. They stated they do not cover perforated seats. The warranty does not say that and why would ***** sell the warranty for a vehicle that has perforated seats. The call center individual that took my claim was very rude and said no, that is not covered. When it clearly stated staining on seats is covered. Crooked company/ takes money from consumers and never stands by purchased extended warranty. Do not buy a warranty from this company. It is fraud.

  

  Business response

  03/07/2024

  The denial of your claim was overturned to provide a courtesy cleaning of the perforations.  We are currently pending an estimate and look forward to taking care of this for you.

  Thank you,

  The Zurich Sheild Team

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When leasing a car, I was offered to add additional protection services by Zurich shield, which I did. Covered services include wheel and tire protection which happened to be needed unfortunately. While trying to make a claim with the dealer, they said they could not find my info while I do in fact have a service contract. I was told that making a claim is easy and the process is very simple. Ive learned that Zurich shield specifically uses three separate contracts with all different coverages making it hard to know who to contact. These are deceptive business practices and they arent fair to us consumers

  

  Business response

  02/07/2024

  We do apologize, Zurich has several different types of policies.  We are Zurich Shield and provide paint, fabric and vinyl/leather products.  If you have a tire and wheel claim to file, please reach out to Zurich at ************

   

  Thank you,

  The Zurich Shield Team

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Zurich Shield (Automotive **********************.). This complaint is in response to their unethical sales tactics, failure to honor a warranty agreement, and blatant disregard for consumer rights.On March 11, 2022, after waiting four hours to be seen by a finance manager, following my finance application submission, I purchased a 2022 Jeep Grand Cherokee from ************ Chrysler Dodge LLC, located in ************, **. It was nearing five o'clock in the evening when I finally entered the finance managers office, *******************************. Despite my excellent credit score of over 800, **************** exploited my urgent need to pick up my children from daycare by 6:00 PM, pressuring me into purchasing Zurich Shield's ********* Environmental Protection (paint protection) for $225 and Road *************************** for $305, under the false pretense that these were necessary for a favorable loan rate. At first, I politely declined, however, **************** suggested that it may further delay the transaction and I would have to come back at another time. I work full-time and have two small kids, so that would have been extremely hard to accommodate. In the end I gave in under pressure and just added these products to the vehicle purchase. On November 21, 2023, I discovered a paint defect on my vehicle's rear bumper. After filing a claim through the Zurich Shield app, it was denied within an hour without any substantial explanation. Despite repeated requests, Zurich Shield has failed to provide a written justification for this denial.To address the issue, I visited ************************** at ******************************* for an assessment. The estimate for repairing the bumper to factory specifications was quoted at $400. The technicians informed me that the damage could have been caused by factors like bird droppings or chemical spillage incidents that should have been covered under the Zurich Shield warranty.

  

  Business response

  01/29/2024

  We are sorry to hear about your frustration.  Unfortunately, the damage of missing paint is a listed exclusion under our product warranty.  

  We look forward to serving you should you experience any damage listed under our coverages.

  Thank you,

  The Zurich Shield Team

  Customer response

  01/29/2024

  Complaint: 21212004
  
  I am rejecting this response because:

  The businesses response does not resolve my complaint. This business is running a scam. If this business refuses to honor their warranty, then I request that they immediately refund the $225.00 that I paid for the ********* Environmental Protection plan (paint protection) and the $305.00 that I paid for the Road Hazard Tire & Wheel Service.

  It is clear that the business took my money and ran with it. That is the very definition of a scam. If Zurich Shield refuses to comply, I will have no choice but to refer them to the ***** AG, and take legal action. I will also talk to the media and make this issue public.

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

  

  Business response

  01/29/2024

  We do apologize that the reported damages are not covered under this limited warranty.  Please review the terms and conditions section III.Exceptions to the Warranty for additional information.

  Or Senior Director of Claims will email you in regard to your refund request for the elite Plus Environmental protection.   Your Tire and Wheel warranty is with Zurich, you can reach them at ************ to discuss your claim needs.

  Thank you,

  The Zurich Shield Team

  Customer response

  02/07/2024

  Complaint: 21212004
  
  I am rejecting this response because:

  I have emailed the signed document attached to this response several times to *******************************, and have yet to receive a response. Please confirm that you receive it, and please let me know when I will receive my refund.

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

  

  Business response

  02/07/2024

  Settlement agreement was received and check will be mailed tomorrow.   I will email you with the tracking information.

  Thank you,

  The Zurich Shield Team

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am experiencing an issue with Zurich Shield ********************** Systems), involving potential insurance fraud and the unjust denial of a claim for damages covered under their policy. My vehicle sustained specific damages, including scratches and chips on the **pillar, window trim, and a linear scratch across the side door, which I believed were covered by Zurich Shields environmental protection coverage.Upon contacting Zurich Shield to file a claim, I spoke with *********************, who displayed uncertainty in handling the case and had to consult her supervisor twice, indicating a lack of clarity or understanding of the policy coverage. Despite my explanations and requests for reconsideration, the claim was denied. The denial email, sent by *******************************, a Claims Representative, stated ****** reported not a covered provision as the reason, without providing a detailed explanation or considering the environmental factors that could have caused the damages.This discrepancy in handling the claim, coupled with the lack of a detailed investigation or proper assessment of the provided photographs and evidence, raises concerns about Zurich Shields integrity in claims processing. The denial of a claim for damages that seem to fall within the coverage scope, without clear justification, suggests potential misrepresentation or misleading practices regarding the coverage promised under their policy.This issue has not only caused inconvenience but also casts doubts on the reliability and trustworthiness of Zurich Shields services, unfairly placing the financial burden of repairs on me, despite being ostensibly covered under the policy. I am seeking a fair and transparent re-evaluation of the claim, with a detailed explanation of the coverage determination, and appropriate actions from Zurich Shield if any unfair practices are found.

  

  Business response

  01/16/2024

  We are sorry to hear about ****************** frustration.  Unfortunately, we are unable to cover the claim under this product warranty for the following reasons.   

  1. Interior reported damage:  Our product is not applied to the steering wheel, wearing (door panel).

  2. Exterior reported damage:  Scratches are a listed exclusion as is peeling particularly on non-painted surfaces as our product is designed to protect painted surfaces not appliques. 

  These damages are listed under section II. Exceptions to this limited warranty. 

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

  The Zurich Shield Team

  Customer response

  01/16/2024

  Subject: Rejection of Business Response to Complaint ********
  
  Dear Zurich Shield Team,
  
  I am writing to express my continued concern and to formally reject the response provided regarding the denial of my complaint # ********.
  
  1. Specificity of Exterior Damage:
     - My claim primarily concerned the exterior damages to my vehicle, specifically the **pillar and window trim, as well as the side door. The **pillar and window trim have multiple scratches and chips, including vertical scrapes that have removed the paint down to the undercoat or metal. Additionally, the side door has a long, linear scratch running horizontally, indicative of scraping contact with another object. These damages are not just cosmetic but also risk further deterioration, such as rusting.
  
  2. Clarification on Environmental Impact:
     - The nature of these damages is consistent with the type of environmental factors covered under Zurich Shields policy. The detailed patterns of the damages suggest varying incidents or types of impacts that are typically associated with environmental elements.
  
  3. Absence of Structural Deformations:
     - There are no dents or structural deformations visible, suggesting that the damage is largely cosmetic and likely caused by environmental factors, which should be covered under your policy.
  
  4. Misinterpretation of Policy Coverage:
     - The response provided seems to misinterpret the scope of my claim, focusing on interior damage and general exclusions. However, the exterior damages I have detailed align with the environmental protection purported by Zurich Shield.
  
  5. Necessity for Professional Assessment:
     - I propose a professional assessment to objectively evaluate the damages. This step is crucial to establish the cause of the damage, which I believe falls within the coverage of Zurich Shield's environmental protection.
  
  6. Risk of Further Deterioration:
     - Immediate attention to these damages is vital. The exposed metal, due to chipping and scraping, poses a risk of rust and further deterioration, which is exactly what I understood the Zurich Shield policy to protect against.
  
  7. Request for Policy Clarification:
     - I request a more detailed explanation of the Exceptions to this limited warranty mentioned in your response, specifically as to how my case falls under these exceptions. Understanding your interpretation will help in resolving this matter effectively.
  
  8. ************** Expectations:
     - While I appreciate your willingness to assist in future incidents, resolving this current claim fairly is crucial for maintaining my trust in Zurich Shield's services. A transparent and just handling of this claim is imperative.
  
  In light of the above points, I strongly believe that the damages reported are within the coverage scope of the Zurich Shield policy and warrant a reevaluation of my claim. I seek a reconsideration with a detailed and transparent review process. Your assistance in this matter is highly appreciated, and I look forward to a resolution in accordance with the policy terms under which I sought protection for my vehicle.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  *******************

  

  Business response

  03/07/2024

  Scratches and chips are a listed exclusion under this limited product warranty and is the reason for the denial.  You can find the list of exclusions in the terms and conditions of the warranty.

  Thank you,

  The Zurich Shield Team

  Customer response

  03/07/2024

  Complaint: 21133731
  
  Dear Zurich Shield Team,

  I appreciate your prompt response to my complaint. However, I must reject it and express my disappointment and concern regarding the denial of my claim based on the assertion that scratches and chips are listed exclusions under the limited product warranty. I believe there has been a misunderstanding or misinterpretation of both the nature of the damage and the terms of the Zurich Shield policy coverage.
  
  1. **Misclassification of Damage**: The damages to my vehicle are not merely superficial scratches and chips. They involve significant deterioration that compromises the vehicle's integrity, including vertical scrapes removing paint down to the undercoat or metal, and a long, linear scratch on the side door. This type of damage goes beyond superficial aesthetics and poses a risk of rust and further deterioration, which I understood to be protected under the environmental damage coverage of the Zurich Shield policy.
  
  2. **Environmental Impact Misunderstanding**: The response seems to overlook the nature of the damages that align with environmental factors covered under the policy. The detailed patterns of damage suggest they are the result of environmental impacts, not mere superficial or incidental contact.
  
  3. **Lack of Structural Deformations**: The absence of dents or structural deformations further supports my claim that the damage is due to environmental factors, which should fall under the coverage of the Zurich Shield policy, contrary to the interpretation that led to the denial of my claim.
  
  4. **Request for Policy Clarification**: I kindly request a detailed explanation of the policy, specifically the Exceptions to this limited warranty section, and how my case is interpreted to fall under these exceptions. A clear understanding of your interpretation will aid in resolving this matter effectively.
  
  5. **Professional Assessment Proposal**: To eliminate any doubts regarding the cause and extent of the damage, I propose an independent professional assessment. This objective evaluation would clarify the nature of the damage and whether it indeed falls within the policy's coverage.
  
  6. **Concern Over Policy Misinterpretation**: It appears there may be a misinterpretation of the policy's coverage scope, particularly regarding what constitutes environmental damage. Clarification on this matter is crucial.
  
  Given these points, I respectfully request a reevaluation of my claim with a detailed and transparent review process. It is in our mutual interest to resolve this matter fairly and according to the terms of the policy under which I sought protection for my vehicle.
  
  I trust in Zurich Shield's commitment to customer satisfaction and look forward to a resolution that reflects the fairness and transparency of your services.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  *******************

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Filed a claim back in July of ************************************************************** my ******** as a result of what I assume is the heat pressure. Zurich denied the claim saying they only cover damage to the interior leather and carpet. Fine! I noticed a few days ago that the back seats are starting to peel/wear right in the middle of the seats where the seems are. I assume this may also be due to the heat. Filed a claim only to be told that it is not covered. Its **** a waste of time, money and energy trying to deal with this company. They profit highly on almost forcing people to pay for their product through the dealership and getting away with not covering almost any of the claims they receive. Such a waste of money, I asked if I could cancel the coverage and they said no. Only coverage is if i spill stuff on my seats or carpet. Makes zero sense. Youll cover things that should really be my responsibility but wont cover what I cant control? Make it make sense. What a garbage company and shame on dealerships for pushing this garbage of a product on their customers just to get a cut of the cake. Their exterior coating ***** as well.

  

  Business response

  12/01/2023

  We apologize for the frustration; it is unfortunate that the damage reported on the 2018 Merecedes- Benz are listed as exclusions under this limited product warranty.

  We look forward to serving you in the future should you have coverable damages in the future.

  Thank you,

  The Zurich Shield Team

   

  Customer response

  12/01/2023

  Complaint: 20940464
  
  I am rejecting this response because:

   

  Alarming how everyone complaining of the coverage issues does not qualify for coverage. All your coma y does is take our money by applying cheap quality product onto our vehicles and wash your hands clean. How would you know my vehicle doesnt qualify? You didnt even bother to send someone out to take a look at it. It very well could be wear from the sun. The damage is near the seams on both seats.
  
  Regards,
  
  ***********************

  

  Business response

  12/08/2023

  The damage reported as peeling is a listed coverage under this limited product warranty. We would be happy to review photos of the reported damages.  You can submit those photos to ************************************.  

  Thank you,

  The Zurich Shield Team

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have Zurich Shield select that I purchased with my new vehicle that should cover tire road hazard damage. I tried to call Zurich 4 times and spend hours on phone no one answer and remain on hold forever . It is scam and should not make people pay for warranty if the dont back up

  

  Business response

  12/01/2023

  We are sorry to hear about your frustration.  Unfortunately, I believe you are filing this with the wrong warranty company.  Our warranties do not cover road hazard damage.  In addition, I was unable to locate an appearance protection product warranty in our system with the information provided on this complaint. 

  We encourage you to review the paperwork provided to you at the time you purchased the vehicle to ensure you are contacting the correct company.

  Thank you,

  The Zurich Shield Team

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They made us purchase all these warranty and this company refuses to fix our problem

  

  Business response

  11/10/2023

  Unfortunately, there were several areas reported that are not coverable under our product warranty. We are unable to assist with the headliner, visors, steering wheel as those areas are not coverable under our policy as we do not apply our product there.  We did address the covered damages on the covered surfaces and look forward to serving ************** in the future should she have additional coverable damages.

  Thank you,

  The Zurich Shield Team

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried filing a claim under what I assumed was a perfectly good reason considering I'm paying for interior warranty. Well, a rude employee, ******, rudely informed me that apparently you have to file a claim 30 days after seeing it. I was not informed this when buying the warranty, I would 100% put in a claim earlier if I was told thing. If that legal then what a horrible business practice to do it. You're scamming people out of money by doing this. I hope yall do right and actually comeback to let me cash in my warranty. Either way, be better. Especially better training for your employees.

  

  Business response

  11/10/2023

  We are sorry to hear about ************************ frustration.  Our product warranty has terms and conditions in which we have to follow during the claim adjudication process.  Unfortunately, due to the time frame of noticing and reporting the damage is not covered.  Due to the experience you shared we would however like to offer you a courtesy cleaning of the areas.  We will have a Claims Representative contact you to discuss next steps.

  Thank you,

  The Zurich Shield Team

   

  Customer response

  11/10/2023

  Complaint: 20850699
  
  I am rejecting this response because:

  Your company shouldn't sell a product without telling the costumer the major details. You shouldn't allow dealerships to sell a product with major details in the find prints. That should be a clear violation. That creates unfair business practices as I prays on people. I wasn't informed about this condition beforehand. If I was, I would have submitted my warrant beforehand and not got screwed. You not providing this information beforehand should be a bbb violation and I will not accept your response. Your company scammed me out of money for two years without giving me the necessary information beforehand. 

   

  A. 30 days is not enough to put in a warranty

  B. I was informed this ans having it in the fine print shouldn't be legal. 

   

  C. Your employee calling me a liar on phone call then saying "I'll check the phone call and make sure," is extremely unprofessional. 

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

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over a year ago now, I tied to filed a claim with Zurich Shield because there is etching on my exterior paint on my car. The said they didn't have my information on file, but they let me go ahead and file the claim. So I had to go back and forth with **************** in ********** about making sure they send my information and warranty number with Zurich Shield. Then Zurich told me they were denying my claim and they still don't have my information on file from ****************. I dropped it because they denied my claim, and I was tired of going back and forth with the both of them. Now I have ********* to the side of my car and I want to file a claim again. Again when I call they still don't have my information on file. I called **************** again and they said they have a record of sending my information to Zurich Shield. Zurich Shield tells me they have nothing on file, and they will contact ****************. I have never heard back from Zurich Shield, I have tried to call multiple times and left a few voice mails again with no response. So I don't know what else to do at this point.

  

  Business response

  10/16/2023

  We are sorry about the frustration. We do not have a registered warranty for your vehicle.  In addition, the damage reported is not coverable under our limited product warranty.

  Thank you,

  The Zurich Shield Team

  Customer response

  10/17/2023

  Complaint: 20733863
  
  I am rejecting this response because: That's my point, Ipaid for the warranty through ****************, I have been back and forth between the two of you trying to figure out while you don't have my warranty information on file. **************** had told me multiple time they gave you the warranty information. I want you to call **************** and figure it out.
  
  Regards,
  
  *******************************

  

  Business response

  10/19/2023

  We have spoken to the dealership, and they will be contacting you in regard to the product warranty.

  Thank you,

  The Zurich Shield Team

*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. ↩