ComplaintsforZurich Shield

• 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

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this warranty from the dealer when I purchased my vehicle a couple Months ago. They assured me that the exterior is covered for paint damage. I made a claim a couple weeks ago and have sent emails with pictures, sent many follow up emails and have had no response. I paid $900.00 to have the Zurich coating applied. I dont see where it does any good. Ive had issues with excessive water spots and environmental substances sticking to it to the point wher I have to scrub and chance damaging the finish. We believe Zurich is a scam and took our $900 for nothing!

  

  Business response

  10/16/2023

  We are sorry about the frustration.   Our Director of Claims and **************** has reviewed your claim and would like to send a third party technician to inspect and rectify covered damage on covered panels.

  Thank you,

  The Zurich Shield Team

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  False advertisement. The Zurich Shield warranty should cover tears under 1 inch and also stitching issues with vinyl/leather. I have a tear due to weather damage and they would not cover it. They said that the tear is due to bubbling, however there is no bubbling happening anywhere else on the seat. Why did I pay $1200 for your useless product if you cannot even honor what is in your policy? The customer service here is atrocious and takes a long time to get a response if you even get one at all. I had to call back way too many times without them returning any of my calls. This product is absolute garbage, and I can't believe it is sold at dealerships nationwide. They don't honor their word! Scammers!

  

  Business response

  10/16/2023

  Our Director of Claims and **************** has reviewed your claim.   You will be receiving a call from one of our Claims Representatives to discuss your claim and next steps to rectify the damage to your seat.

   

  Thank you,

  The Zurich Shield Team

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this paint protection agreement with my car in 2017 and it is binding for 7 years. I noticed oxidation on the car during the pandemic but I did not report the claim because of the world being upside down. I recently filed the claim before my ageement expired.First ******* states its not covered because it looks like chemicals were spilled on the car. She was rude and speaking over me as I asked how can you come to that conclusion without physically lookng at the car. The car was dirty. Then she said someone tried to scrape the oxidation of the hood....that was incorrect as well. The she said they could send someone out to verify, but then said oh this is not valid because I should have reported the oxidation during the pandemic because they were still open.She was clearly trying to find a reason not to honor the agreement...which one was is ****************** Chemicals, Scraping or faulire to report in the 30 days.HORRIBLE!! DO NOT PAY FOR THIS SCAM!

  

  Business response

  10/16/2023

  We do apologize for the frustration.  Unfortunately, we adjudicated your as per the terms and conditions of this product warranty.  Please review section V. Your Responsibilities for additional information.

  Thank you,

  The Zurich Shield Team

• Initial Complaint

  08/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello So I purchased this warranty from the dealer when I purchased my vehicle. This warranty covers any damage, fading, pealing, or cracking, on the paint or upholstery, for the inside of my car. I took the car back to where I bought it from, thinking, they would take care of it. I was informed this company doesn't like using the dealer for these repairs and would advise me as to where I can take it to be repaired. The dealer advised me to file a claim online, this is the quickest way. I did I got a claim number, and then nothing after that. I contacted the dealer again after I haven't heard from them. I received I call from them, with no information, extension, or where to take it.This is ridiculous, What is the point of filing online? I called again today, went to voice mail, as all my prior attempts, as well. I left a message. I am hoping I receive something from them, a call with an extension, or an email with direction on how to move forward with my claim. I submitted pictures on online, and received a claim number, ******. All it is saying is it is processing. I did my part, now I want them to do there part. The dealer, I spoke with told me the repair is usually ****** a seat.

  

  Business response

  08/29/2023

  We apologize for your frustration and have escalated this issue to our Director of Claims and ***************** she will ensure your claim is processed ASAP.

  The Zurich Shield Team

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I reached out to file a claim with Zurich because of the bugs and water marks on my vehicle. I couldn't get them out. Zurich first said my claim was denied because of my description on the damage. I argued that fact and they said they would have a "representative" come look at my damage, then stated they have no "representatives" in my area. They instructed me to take my vehicle and get an estimate and have a detailer review the damage. I did. The detailer stated the shield was not right and basically was not a "shield" at all. While my vehicle was in the shop, I told them to buff out the damage and coat the vehicle with a wax/coating. They did. I went back to Zurich and they said now my warranty is voided and they won't address the previous claim I submitted prior to having the vehicle looked at.

  

  Business response

  08/14/2023

  Please forward the receipt for the removal of the bugs and we will reimburse you for the cost.  Unfortunately, if you applied a different product to your painted surfaces our product warranty will not cover damages moving forward.  Perhaps contact the vendor for the new product to see what coverages they have.

  Thank you,

  The Zurich Shield Team

  Customer response

  08/15/2023

  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.
  
  Regards,
  
  *****************

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In ********** of 2022 I purchased 2 vehicles along with the Zurich Shield Protection for both ******************** I filed a claim for both cars due to spots and discoloration on interior in June of 2023, I was informed by ************************* a *********************** Specialist that they did not cover anything that was on one car, and I sent pics of second car. I spoke to her regarding what was written in pamphlet she was rude & abrasive to point that I hung up. I received a email that said they would contact me again. I don't recall if this ever occurred but after several calls, 5 messages left on answering machine and no calls back I tried another call early in morning I reached a ***************************, after discussing past encounter, and claim denial, she took time to READ contract and agreed that material should be covered, and that I would have to deal w/************* because she handled area that I lived. The service that I was explained at point of sale is NOT what I have experienced. I spoke to dealership about experience and waiting on call regarding any options. At this point the frustration of dealing with untrained Claims Reps. that do not know their product or services to phone calls not being returned or even lack of concern for their customers I am filing this complaint in hopes that someone from Zurich will do their job and fulfill their commitment

  

  Business response

  08/14/2023

  We are very sorry to hear about the experience ****************** has had.  Our Director of Claims and **************** will ensure you are contacted and that your claim is processed.

  Thank you,

  The Zurich Shield Team

  Customer response

  08/14/2023

  Complaint: 20434897
  
  I am rejecting this response because: I was contacted by ******* she said claim was not covered- cup holders are not covered: I sent pictures of center console that was discolored,

  she said paint was scuffed : there is no scuffs on car, than she said black scuff, I told her I didn't know what it was maybe tar or bugs she said tar is not covered, I do not know what it is it is

  and once again it seems like she is doing nothing to get this claim handled - two cars claims on interior & exterior with pictures as per their requirements. and she is rejecting all.   
  
  Regards,
  
  *********************

  

  Business response

  08/17/2023

  We have sent a work order to a mobile technician. This technician will perform repairs to all covered areas as per our direction.

  Thank you,

  The Zurich Shield Team

  Customer response

  08/18/2023

  Complaint: 20434897
  
  I am rejecting this response because: I have not been contacted by merchant supervisor to explain what steps will be taken to prevent this from happening in future should another claim arise. It has taken 
  approx. 60 days for them to respond and it was only because BBB was involved. I do not want to contact BBB every time Zurich fails to fulfill their contractual agreement. This company has failed to satisfy their obligations regarding contract and providing service that was purchased in GOOD FAITH. Today is 8/18/2023, I have e-mailed requesting information about local vendor and call back & would like to get a callback before any "response" is accepted and this matter is resolved to insure that I am not going to struggle every time I contact Zurich Shield.   

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

  

  Business response

  10/16/2023

  We are happy we were able to help with your claim.  Please forward the receipts for reimbursement as discussed with your Claims Representative.

  Thank you, 

  The Zurich Shield Team

  Customer response

  10/17/2023

  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.
  
  Regards,
  
  *********************

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dear *** customer service, I have bought a warranty when I was buying my car with this company, and I have opened a claim for almost 6 months with them, and they are taking me around the bushes for me to find the cheapest estimate to cover the repair of my middle console of my car which is covered under the warranty . I am so disappointed on how they treat their customers, and their representative are being rude to me as well. I have been to different shop, and sent them different estimate which they are not satisfied with, and they telling is too expensive .I should go find a shop that will do the repair cheaper. Due to my job demand, i cant waste my time keep driving around looking for cheaper they should do that. All I need from them is for them to cover this repair. I have a ********* and. Feel more comfortable for a ******** dealer to fix the issue. I am really tired of how they have been treating me from left and right and they need to be respectful.

  

  Business response

  05/30/2023

  We apologize for the frustration with the claims process.   We reviewed your claim and concluded that we could have assisted with the negotiations and our Director of Claims and **************** appreciates the feedback and will address this training opportunity.  The dispute was in regard to paying higher that MSRP and over the standard labor rates and hours.  We have processed your claim for payment and look forward to serving you in the future should you have covered damages in the future.

  The Zurich Shield Team

  Customer response

  05/30/2023

  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  05/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to inform you of the severe lack of response and complete non-responsiveness I have experienced while attempting to file a claim with zurich shield. Despite my numerous attempts to contact them through phone calls and emails, I have not received any form of communication or acknowledgment from their customer service team.It is with great disappointment and frustration that I express my concerns regarding the unprofessional conduct demonstrated by Zurich Shield. As a customer who trusted their protection plan, I expected prompt and efficient assistance when it came to filing a claim for the vehicle I purchased. Regrettably, this has not been the case, and the lack of communication from their end is both disheartening and concerning.I have made several phone calls to their customer service department, providing all the necessary information related to my claim. However, each time I have reached out, I have been met with silence and an inability to connect with a representative. Additionally, my emails have gone unanswered, leaving me in a state of limbo, unable to proceed with the necessary steps to resolve my claim.This complete lack of contact and failure to provide even a basic level of customer service is both unprofessional and unacceptable. It has caused significant inconvenience and frustration, leaving me with no choice but to seek alternative means to address my concerns..

  

  Business response

  05/23/2023

  We are sorry there is a level of frustration.  We were unable to locate a registered warranty with the information provided in the complaint.   We encourage you to review the documentation from the purchase of your vehicle to ensure which warranty company you should contact for resolution of your claim. You may email our Director of Claims and **************** at ************************************ with your VIN for additional research may be needed on our part.   

  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. ↩