ComplaintsforZurich Shield

• 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

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 21,2023 We paid $495.00 for a Warranty fromZurich Shield. Numerous phone calls to the company and to the place we purchased the car to have spots removed from the upholstery. Tried to get our money back. It was a no. ****** has offered to try to clean the car.

  

  Business response

  03/21/2023

  We are sorry to hear about ************** frustrations.   Our product is not designed to prevent things from happening, it is designed to prevent the spills from becoming permanent.  Thus, the reason we asked for an attempt to clean.  If the cleaning does not remove the stains, the product warranty will provide coverage to rectify the damage.   We spoke to the dealership this morning and they were going to attempt a cleaning.  If the cleaning does not rectify the damages, please send photos to ********************************* so we can proceed with the claims process.   Please ensure to put your claim number in the subject line so we can easily identify your specific claim.

  We look forward to serving ************ should the spots not remove from her seats.

  The Zurich Shield Team

  Customer response

  03/22/2023

  Complaint: 19629708
  
  I am rejecting this response because:

  We purchased a $495.00 Warrenty from Zurich Shield to service our upholstery should we have a problem. ******************* offered to try to clean it for **. They were very helpful and did have their service department clean the upholstery and they did a good job. My question is why did we have a $495.00 Warrenty if we could have ****** clean it at no charge to us. We feel we deserve a refund. 
  
  Regards,
  
  *************************

  

  Business response

  03/23/2023

  We are happy to hear that the damage was removed.  Our product was not designed to prevent occurrences but to prevent them from being permanent.  Generally, our customers use a damp cloth and a mild detergent to remove the stains and there is not a need for professional work to be performed.  That is why we asked ************ to make an attempt to clean we did not intend for her to have to go to the dealership for the work to be performed but are happy that our product did allow for easy removal.

  We look forward to serving ************ should she need assistance in the future.

  The Zurich Shield Team

  Customer response

  03/23/2023

  Complaint: 19629708
  
  I am rejecting this response because:

  we paid $495.00 for service we did not receive. This company is forcing me to go public with my complaint. Please tell me what you did for me?  Absolutely nothing. We made all the phone calls and their were many and we took our car to our dealership to take care of the problem. 
  
  Regards,
  
  *************************

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 2022 I purchased a 24k car along with $400 ****** shield coverage that would cover the exterior paint and interior carpet and seats from any weather damage or stains from drinks and such. I noticed bird p*** stains on hood, grill and bumper as well as 2 stains on seats. I submitted a claim with ****** and 2 days later get a call saying it was being handled by **************, 2 days later she called and felt like ****** b interrogated me about the issue as if I caused the damage and asked for more photos, I then emailed them immediately and fast forward to 2 weeks later and no response or reply from her. I then reached out to my dealer for help. The manager then took photos and sent them to ****** b for a answer, I did not hear anything for a week because I was out of town so when I picked the car up he said did ****** b call you? I said no was she supposed to? He then got frustrated about her not reaching out to me and said Im sorry she was supposed to call you last week. He then said I will call her and ask her to call you today! Another week later and still no response from **************** So I reached out to claims again and the agent said she would look into my file and update me today, well today is over and still no response from anyone at ******!!! I just want my car fixed because I feel cheated out of $400 for this coverage ****** offered. Please help me get my car fixed because 24k is a lot of money to see it destroyed and I paid for that coverage so it would continue to look brand new..

  

  Business response

  03/09/2023

  We apologize for ****************** frustration.  When we were notified by ************** on 2/24/20223 that his 2017 **** Edge was at the dealership, we switched our follow *** to the dealership.  We have spoken to them several times with the last communication being on 3/8/2023.  We are currently pending an estimate to remove the bugs from the paint.  If ************** would like to change the location of the rectification he can contact us at *********** option 2.  In addition, we will have ****************** claims representative reach out to discuss other options.

  Thank you,

  The Zurich Shield Team

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased the Zurich Shield protection for our 2020 Buick Envision for 36 months on 8/22/2020 to cover any issues to cover scratches, dents, inside interior , etc when we lived in ******* where we purchased the vehicle. We currently live in he ************* where we need it fixed.We initially contacted them the 1st week in January 2023 regarding getting some things fixed that this protection covers.When you call their 800# you have to leave a message and they don't call you back til the next day every time or you have to call them back. We was told to take pictures and send them so we did. Then we were told they will send us a letter via the post office and never received the 1st nor the 2nd letter stating where we were to take the vehicle in to get fixed.Now a month later we still have gotten nowhere to get it fixed nor a letter in the mail. We are constantly being told "this shouldn't have taken this long" but here we are still nothing!We would like to have our services completed since we have paid for this protection.Please advise on how to resolve this problem.

  

  Business response

  02/27/2023

  Unfortunately, we believe you have filed a complaint with the wrong company.   We do not send letters to advise where work would performed.  In addition, all the damages report to us are listed as exclusions.  We encourage ****************** to review her paperwork as she may have a policy that covers the types of damages reported to Zurich Shield.

  Thank you,

  The Zurich Shield Team

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Zurich Shield product same day i purchased the car on 11/18/2021 at *******************; I filed a claim through Pura S. and then, ******************** in Feb 2022 and after months trying to get the "service which I paid for, $1,000", the company and employees make it so difficult that they has never provided any service at all; Pure ******* (ZS) <********************************>Tue, Mar 15, 2022, 2:52 PM to me Hello,Thank you for the photos! I have submitted them to the mobile technician and they should be contacting you within the next 2-3 business days to schedule an appointment.Thank you,Pure S.Zurich Shield Claims This never happened; eventually, by 11/9/22, a year later, they sent a tech, ******, to provide service and the tech called me with the wrong instructions; ****** did not provided the service that day; the company did not even follow up on this; "like if they do not even care at all"; I called yesterday 2/13/23 to tray to file a claim AGAIN, and ***************************** got the call and asked me a trick question "since when you notice the loss of shine and discoloration on car sits"; for real? it has been more than a year, the car was sleeping out doors, I have been trying to file a claim since Feb 2022, and this employee is asking since when I notice that the car paint and sit looks bad?....I asked to talked to her manager, and she said her manager step out and was not available; "off course"; the bottom line was that ****** said that "unfortunately the claim has been denied" because It has been more than 30 days since I notice the issue"; Since the company, Zurich Shield, never provided any service, the employees, were so incompetent, that did not took accountability neither finished what they started, I AM ASKING TO GET THE SERVICE DONE, which i paid for, OR TO GET A REFUND, MY MONEY BACK!!!!

  

  Business response

  02/27/2023

  We are sorry about the frustration but happy to hear the Mobile Technician took care of all the covered damages to **************** 2019 *** yesterday.

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

  The Zurich Shield Team

• Initial Complaint

  02/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  When I bought my F-150 at the ******** Dealership at ************, **. I was tricked into buying this Environmental Protection Plan for $795. Later on I found out that "Purchase Of this product is not required as a condition to obtain financing or to purchase or lease your vehicle". If it's not required, why had me signed the form? People who conduct this type of dishonest business practice should be criminally charged.

  

  Business response

  02/13/2023

  While we are uncertain the circumstances surrounding the purchase of your 2023 **** F150, we are certain that you will enjoy the benefits of the product applied to your vehicle and subsequent warranty.

  We look forward to serving you should you need to file a claim.  Please reference the terms and conditions for coverages.

  The Zurich Shield Team 

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Zurich Shield sold by dealerships are scams. I am new to Buying cars and I have bought this extended warranty for $899.00. There is a FINE PRINT on Para 5. top section saying " PURCHASE OF THIS PRODUCT IS NOT REQ AS A CONDITION TO OBTAIN FINANCING OR TO PURCHASE OR LEASE YOUR VEHICLE". I have been trying to cancel this after having signed the Document only to find out on Page 2 sec IX "other provisions: subtitle 1, states: "CANCELLATION OF WARRANTY: THIS WARRANTY IS NON-CANCELLABLE BY YOU". "You And Your shall refer to the *** customer who signs and is listed on the registration associated with this Warranty". This product CAN be refused as an add-on to a car you are buying at a dealership. I came here with the goal to spread awareness and will file a lawsuit. I have called zurich and they will tell you to call the dealership to which they then will say that it is "non-cancellable by you".

  

  Business response

  01/06/2023

  We apologize for Mr. ******** frustration.  Unfortunately, we were unable to locate a registered warranty with the information provided in this complaint.  As a general response, since we cannot see the specific warranty purchased by Mr. ******* we warrant a product that was applied to Mr. ******** vehicle at the time of purchase.  With that being said, this product warranty is non-cancelable.

  We look forward to serving Mr. ****** should he need to file a claim for items covered under this warranty.

  The Zurich Shield Team

  Customer response

  01/07/2023

  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

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  CLAIM ******: On August 5th 2022 my 2021 Jeep Grand Cherokee L was covered in a substance leaving the paint flat and dull, wheels discolored and lights discolored. A claim was filed over the phone and pictures were sent to support the damage (approximately 8/18/2022). At that time, I was told by ******************************************* that I would be contacted by a mobile tech who would come to my location to make repairs and inspect the damage. As of 8/25 *************** still had not contacted me and I was asked to get a quote from a local shop for the repairs. on 8/26 an estimate was sent including supplemental pictures of the damage and cost totaling $9570.15. On 9/1, the same Zurich rep reported that repairs were covered but replacements would not be. On 9/2 I submitted a 2nd estimate, for ********. On 9/20 I reached out to find out the status of the claim. The rep said that the product only covers repairs/cleaning and not replacements. I again sent the breakdown previously requested highlighting the cleaning labor and materials quoted in the estimate. On 9/23 the representative remained me that the damage is not covered based on the estimate and photos because they believed it to be a 'Harsh Chemical fall out' (sic). It appears that Zurich determined this despite not ever having a representative view the car and will capriciously deny a claim based on estimates they think to be too high. The individuals who have seen & felt the damage have indicated they cannot tell what has covered the car & caused damage, - how can Zurich from a few pictures?

  

  Business response

  10/28/2022

  We are sorry to hear about ************** frustration.   The product applied to his vehicle at the time of purchase comes with a limited warranty and coverages can be found in section one under the terms and conditions.  It is unfortunate that the reported damages were not covered however, we look forward to serving ************** should he have covered damages in the future.

  The Zurich Shield Team

  Customer response

  10/28/2022

  Complaint: 18230442
  
  I am rejecting this response because:

  The business never sent anyone to look at the vehicle and after denying the claim I brought it to a collision center for repairs.

  I had already waited more than 2 months for them to come see it. The repairs have been made and there is nothing left for them to inspect. 

  If they want to look at the repairs they can come see it, but it is not in the condition it was when they were supposed to warranty the paint.

  Since they failed to uphold their warranty I want the money refunded for the product they failed to deliver on.

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

  

  Business response

  11/14/2022

  We apologize for ************** frustration.   Unfortunately, the product and subsequent warranty purchased does not cover replacement of ****************.   Our Direct of Claims and **************** would be willing to discuss reimbursement up to the amount we would have paid for repair on the coverable area.  ************** can reach her at ************************************

  Thank you,

  The Zurich Shield Team

   

  Thank you,

  Customer response

  11/14/2022

  Complaint: 18230442
  
  I am rejecting this response because:
  

  Please see 10/28 response. After receiving the 2nd denial of coverage from Zurich, the vehicles paint was repaired through my insurance company. Only after getting the BBB involved did they reach out to see what they could do. I explained that they could refund the purchase price of the warranty & if  they wish to see the vehicle they can see it post-clean up (as it was on 10/28). The company hasnt responded or refunded my money as of yet. Since the company failed to deliver on their warranty they can refund the cost of that warranty.

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

*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. ↩