Complaints

This profile includes complaints for PermaPlate Company, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PermaPlate Company, LLC

  2525 W Bridger Rd Salt Lake City, UT 84104-4216

  
• 

  PermaPlate Company, LLC

  PO Box 58 Salt Lake City, UT 84110-0058

  

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:05/16/2024

  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.

  I have purchased a new vehicle 2024 Infiniti QX60 on 5/3/2024 from Infiniti Tustin dealership with the Appearance protection with Siskin Enterprises *** for $699 , unfortunately I got an accident two days later on 5/5/2024 and my new car was total loss. So I called the Siskin Enterprises *** to cancel the protection policy, they told me it cannot be canceled and non refundable. Thats unreasonable and unfair. I havent use it and never has chance to use it, why cant cancel? Ive already got a big loss in this accident, Please help me to get some money back, thank you very very much!

  

  Business Response

  Date: 05/26/2024

  This is in response to the Better Business Bureau your Better Business Bureau complaint filed on 05/15/2024. On 05/03/2024, Ranxi Tu purchased the 5 Year PermaPlate Appearance Protection Package for your 2024 INFINITI QX60, VIN #*****************. This package includes Paintguard, Leatherguard, and Fiberguard applications, specifically designed to protect your vehicle against common environmental hazards.
  Thank you for bringing your concerns to our attention. We've conducted a thorough investigation into the matter and are committed to resolving it to your satisfaction. We are working together with your dealership to refund the full amount of $699.00.
  Customer satisfaction is important to us, and we regret any misunderstanding or dissatisfaction experienced by Ranxi Tu.

• Initial Complaint

  Date:03/18/2024

  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.

  Paid $1356.00 to AutoFair in Manchester NH for Perma Plate Appearance Protection on 12/19/2023. After being at the dealership for 6 hours and after we came to an agreement to purchase a vehicle, we were offered to purchase the Appearance Protection Package and a Mechanical Warranty protection. We agreed to the Mechanical Protection Package but declined the Appearance Package. We foolishly signed the Purchase Contract on an iPad after reviewing the figures on a computer screen. It wasn't until a week later (when we needed our contract to register the car did, we notice we were charged $1356.00 for the Appearance Package. The car that we purchased was only a year old and found out after the purchase, that the Perma Plate Application had already been done on the car at the original purchase. As a result, AutoFair did not do an additional application. Once we found this out, we tried to cancel the Warranty, but Perma Plate and Auto Fair would not allow us to cancel. Now we have sold the car and basically had the policy in place for 3 months of a 7 year policy and Perma Plate refuses to reimburse any portion of the policy. What an absolute scam. What makes it worse, AutoFair sells this product knowing that it can't be cancelled and does not inform the buyer. Sadly, I was very pleased with the salesman I dealt with at Autofair but will never purchase or recommend the Salesperson as long as he works at an Autofair.

  

  Business Response

  Date: 03/27/2024

  This is in response to the Better Business Bureau complaint made by **** *******, on 03/18/2024. The 7 Year PermaPlate Appearance Package was purchased by the *******’s on 12/19/2023 which was applied to specific surfaces of the vehicle to provide protection against damage to the vehicle’s exterior and interior treated surfaces.
  We wish to clarify that the warranty in question was offered on the basis that it is nonrefundable and non-cancelable. This policy was clearly outlined in the warranty terms and conditions, which the *******'s agreed to at the time of purchase.
  We regret any misunderstanding or inconvenience this may have caused the *******’s. However, we must adhere to our stated policies to ensure fairness and consistency for all our customers.

• Initial Complaint

  Date:03/08/2024

  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 a windshield warranty through PermaPlate. I got a rock chip and crack and reported it to PermaPlate right away. They approved the claim and wanted me to use Safelite Auto glass. I asked if I could have it done at the dealership and PermaPlate said yes. Originally PermaPlate gave me the name and email address of someone who would be handling the claim at the dealership. However after repeated attempts on my part I found out he didn't work there anymore so I finally got in touch with the right person. Christopher called his glass company and I was able to give them the information on the claim. It took a lot longer than it should have but when I told PermaPlate I was finally able to get the windshield replaced they denied the claim on a technicality. I've been actively pursuing the claim and trying to get my windshield replaced. Now my next question is why did my windshield crack only a month or so after I purchased it? Does the product actually work?

  

  Business Response

  Date: 03/15/2024

  This is in response to the Better Business Bureau complaint made by Jared D. Haroldsen, on 03/08/2024. The 3 Year PermaPlate Windshield Protection Package was purchased by ***** ** ********* on 06/23/2023 and was applied to specific surfaces of the vehicle to provide protection against cracks and chips caused from propelled road debris while driving on paved roadways.
  We have provided repair authorization to the customer’s preferred shop and are awaiting scheduling confirmation. Customer satisfaction is important to us, we regret any misunderstanding or dissatisfaction experienced by ***** ** *********.

• Initial Complaint

  Date:01/30/2024

  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 a **** Chevrolet Trax on Aug 29, 2023, and bought the PermaPlate Glass treatment that included the PermaPlate warranty. On 9/26/23, a rock caused a crack in the windshield and I filed a claim (******). The claim was approved and a windshield was ordered. It is now 1/30/24 and the windshield still has not arrived. The crack is in a location that for a shorter driver would render the car illegal to drive.I do not know if PermaPlate has other vendors they can source the windshield through or if the issue lies with Chevrolet.

  

  Business Response

  Date: 01/31/2024

  This is in response to the Better Business Bureau complaint filed by *******************************, on 01/30/****. The 5 year PermaPlate Windshield Protection Package was purchased by ******************************* on 08/29/2023 which is applied to specific surfaces of the vehicle to provide protection against damage from ********* road debris while driving on paved roadways, causing cracks and chips.
  We have contacted ******************************* and have advised that the windshield for his **** Chevrolet Trax is currently on national backorder, and that regrettably we have no control over supply chain issues.PermaPlate will continue to vigilantly follow up with technicians in our network to have this issue resolved as quickly and efficiently as possible. Customer satisfaction is important to us, and we regret any misunderstanding or dissatisfaction experienced by *******************************

• Initial Complaint

  Date:01/03/2024

  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 my vehicle in 2020 I also purchased the permaplate protection coverage. On 19 Jan 2023 I submitted a claim for my vehicle. I was told something was wrong with the claim and the gentlemen I spoke to on the phone (their customer service) said to resubmit the claim so they could process it with the correct information. The next day I was told since I submitted another claim my warranty was nullified and canceled on their end. Even after I explained to them I was told to do so they did not care.

  

  Business Response

  Date: 01/12/2024

  This is in response to the complaint reported to the Better Business Bureau by ***********************, received by PermaPlate on 01/04/2024.  The PermaPlate Appearance Protection Package was purchased by **** on 11/11/20 and includes Paintguard, Leatherguard, and **********.  These protection products were applied to specific surfaces of the vehicle to provide protection against certain listed common environmental hazards including permanent staining.
  Customer satisfaction is important to us, and we regret any misunderstanding or dissatisfaction experienced by **************************** has requested all communication be through email.  Our management team has made contact with the customer and we are awaiting a return response to reach a mutually agreeable resolution.

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/17/23 - Bought new truck, which came with PermaPlate for $695 12/01/23 - Reported paint fading to PermaPlate 12/07/23 - PermaPlate sent Chad's Cleaning Services to review fading. Chad F****, ###-###-#### Chad attempted to repair the fading and created additional, significant damage to the vehicle. 12/14/23 - PermaPlate referred me to New Systems Restoration Chris L****, ###-###-#### Chris determined the previous detailer damaged the paint beyond repair. 12/21/23 - PermaPlate online chat with Leslie. Was told I would have an update no later than 12/22. 12/22/23 - PermaPlate online chat with Whitney O. Stated I would have an update within 2 business days. Including (1) screenshot where Whitney confirms that "this is covered damage." Can provide additional screenshots of online chats, if-needed. 12/29/23 - PermaPlate online chat with Whitney O. Stated I would have an update within 2-3 business days. Refused to provide contact information for Legal Team or Supervisor.

  

  Business Response

  Date: 01/09/2024

  This is in response to the Better Business Bureau complaint made by ****** ******** on 1/02/2024. The PermaPlate Appearance Protection Package was purchased by ****** ******** and includes Paintguard™, Leatherguard™, and Fiberguard™.  The products have applied to specific surfaces of the vehicle to provide protection against certain listed common environmental hazards.
  ****** ******** filed a claim with PermaPlate on December 22, 2023, for paint damage on the rear driver door caused by paint cracking & oxidation. The claim was denied for inconsistent coverage. We are in the process of collecting estimate and moving forward with a repaint of the damaged area.
  Customer satisfaction is important to us, and we regret any misunderstanding or dissatisfaction experienced by ****** ********. We have contacted the customer and we have reached a mutually agreeable resolution. 

  Customer Answer

  Date: 01/15/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I have not received an agreeable solution from PermaPlate for my claim (initially filed on 12/01/2023).

  Both detailers who viewed my truck on 12/07 and 12/14 agreed that it needed to be repainted and blended to color match. The first detailer, Chad's Car Cleaning Services, caused substantial, additional damage.

  I provided a point-of-contact to PermaPlate on 01/03 for Caliber Collision (as requested). I then provided an estimate, as requested by PermaPlate, from Caliber Collision on 01/05/2024. On 01/11/2024, I was informed that PermaPlate had requested a new estimate "for the driver rear door only." I have received no additional updates.

  My claim is currently unresolved.

  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 01/22/2024

  This is in response to the Better Business Bureau complaint made by ****** ******** on 1/02/2024. The PermaPlate Appearance Protection Package was purchased by ****** ******** and includes Paintguard™, Leatherguard™, and Fiberguard™.  The products have applied to specific surfaces of the vehicle to provide protection against certain listed common environmental hazards.
  ****** ******** filed a claim with PermaPlate on December 22, 2023, for paint damage on the rear driver door caused by paint cracking & oxidation. We have authorized repairs to ****** ********’s vehicle and are awaiting return documents from the shop prior to referring the claim out for service. Customer satisfaction is important to us, and we regret any misunderstanding or dissatisfaction experienced by ****** ********. We have contacted the customer and we have reached a mutually agreeable resolution. 
  
  

• Initial Complaint

  Date:12/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  there is no resolution. i had to tell the company about the stain on my back seat within 30 days and i am over the 30 days. buyer just beware. upon buying this i just assumed (i know) it would cover what i paid for regardless of how long the stain was there. the car is 3 years old and shouldn't have stained as bad as it did.

  

  Business Response

  Date: 01/05/2024

  This is in response to the Better Business Bureau complaint made by ***** ***** on 12/29/2023. The PermaPlate Appearance Protection Package which was applied to the interior and exterior of her vehicle covers specific environmental damage stated in the terms and conditions of the coverage.
  The customer filed a claim with PermaPlate on December 27, 2023, for staining to the second row center seat.
  The Permaplate warranty states that the customer must notify the administrator of covered damages within 30 days. Failure to do so will result in claim denial. ***** ***** reported damages to Permaplate on 12/27/2023 stating that they noticed the damages on 10/17/2023, therefore the claim was denied.
  Customer satisfaction is important to us, and we regret any misunderstanding or dissatisfaction experienced by ***** *****. Therefore, we have attempted to contact the customer to discuss the warranty coverage with them. We will continue to attempt contact for an additional 30 days. In order to come to a mutually solution. If contact cannot be made in the next 30 days we will consider this matter resolved. 

   

• Initial Complaint

  Date:12/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Worst Company EVER!!! Our Permaplate failed in a spectacular fashion on a car less than 1 year old. We've been jumping thru their hoops for 6 months. TheY sent out 2 different companies to look at the car, both said it needs to be repainted. We got an email saying to send them estimate so the car can get repainted. They didn't like the cost, so they said it's a clear coat failure (which their product is supposed to prevent) so they are sending another a**** out to see what they are responsible for and what they are not. The dealer ship that sold us this warranty said "What?...their product failed?" and are appalled with the process we've been going through Next step is the lawyer.

  

  Business Response

  Date: 12/22/2023

  This is in response to the Better Business Bureau complaint filed by ***********************, on 12/14/2023. The 7 Year Permaplate Appearance Protection Package was purchased by ********* (*******) ****** on 05/28/2022 and includes Paintguard, Leatherguard, **********, Soundguard, and ********* which are applied to specific surfaces of the vehicle to provide protection against certain listed common environmental hazards.
  We are in contact with ********* (*******)******. and have referred the claim to ****************** to complete an in-depth inspection with regard to covered damages We are continuing to reach out to ******************, and are currently awaiting their inspection report. We will continue to follow up with the technician, and ********* (*******) ****** regarding the progress of the claim. Customer satisfaction is important to us, and we regret any misunderstanding or dissatisfaction experienced by ********* (*******) ******.

• Initial Complaint

  Date:11/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I purchased my truck I purchased this option with Perma Plate for paint oxidation and interior cleaning. I filed my claim on 08/04/23 for oxidation of paint. The first claim was denied and after several phone calls they had finally approved it. I have the Approval letter, I was provided a phone number for a repair shop, once I was able to get in contact with the shop after leaving several messages, i was informed he no longer is in my area. He advised me he had let Perma plate know. I called and spoke with customer service and informed them as well. I was told the information would be updated and I would receive a new repair shop with in 48 hours. I never heard back from them and called Perma Plate several more times just for them to tell me this now has been sent over to a new claims adjuster to be inspected again why the paint was oxidizing. After speaking to the customer service she advice that was their process. I asked to speak with a supervisor and was told they were busy and would have to call me back. So now im having to start this process all over even though I have an approval letter from the first go around. I still have not received a call from the supervisor nor have I received an update on my claim. This is a service I paid for and this company is not fulfilling it. There are two options here being they don’t want to help. Either repair my vehicle or refund me the $1495.00. This company surely needs to be investigated. A company like this does not deserve to be In business they are a full on rip off and screwing consumers over and taking there money. I will also be contacting the federal trade commission to file a complaint consumers need to stay away from this business.

  

  Business Response

  Date: 11/13/2023

  This is in response to the complaint reported to the Better Business Bureau by Mr. ***** ******, received by PermaPlate on 11/05/23.  The PermaPlate Appearance Protection Package was purchased by Mr. ****** and includes Paintguard™, Leatherguard™, and Fiberguard™ which are applied to specific surfaces of the vehicle to provide protection against certain listed common environmental hazards. 
  The purchase price of those product guarantees was paid to the selling dealership and includes the cost of the chemicals, the cost of labor to apply the products, selling, general and administrative expenses, as well as a profit.  PermaPlate did not collect the purchase price of these products that were applied in September of 2021.
  Customer satisfaction is important to us, and we regret any misunderstanding or dissatisfaction experienced by Mr. ****** therefore, we have contacted the customer and we have reached a mutually agreeable solution.  We believe that this issue has now been resolved.

  Customer Answer

  Date: 11/13/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I paid $1495.00 for this service when this vehicle was purchased. The fiber guard was a little spot on the seat.This claim for oxidation was open back in August an I have been getting the full on run around to get this painted. I have had to go through 2 adjuster and 3 shops. On 11/13/23 Prima plate called me to update they would reimburse my money at a prorated rate. At this point I asked the supervisor being that you sent me to a detailed shop and they denied being able to complete this service  what would be the next step to have this claim honored and painted per the policy I paid for. I was advised I would have to have another shop to do a 2nd recondition report and then have to wait for the approval to have it painted.

  And now Prima Plate whats to pro rate the refund on a service that they have not honored.No Prima plate needs to stand behind their policy and have the oxidation repainted on the roof and the hood. Or provide me a full refund for the service that was not provided. If I were to take this a body shop they would laugh if I told them the amount of money that was reimbursed back to me. So im not willing to Seattle on anything I want my truck repaired per the policy I paid for. And im not accepting anything less. So we can either use a body shop of your choice or ill get an estimate and you can pay for the services. 

  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 11/17/2023

  This is in response to the complaint reported to the Better Business Bureau by Mr. ***** ******, received by PermaPlate on 11/05/23.  The PermaPlate Appearance Protection Package was purchased by Mr. ****** and includes Paintguard™, Leatherguard™, and Fiberguard™ which are applied to specific surfaces of the vehicle to provide protection against certain listed common environmental hazards. 
  Customer satisfaction is important to us, and we regret any misunderstanding or dissatisfaction experienced by Mr. ******, we have contacted the customer 11/17/2023 and he advised he would be reviewing the settlement and release for the refund later today. We offered to answer any questions he may have once he has the chance to review it.

• Initial Complaint

  Date:10/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was sold an appearance protection plan from perma plate when purchasing my new car. I have since found out after paying $899.00 that this service does not cover any damage or repairs to the vehicle. I feel that this company has committed fraud and taken my money and basically given no usable service in return. I would just like to be reimbursed the fee and never buy any fraudulent service like this again.

  

  Business Response

  Date: 10/24/2023

  This is in response to the Better Business Bureau complaint made by ***** ********* on 10/18/2023. The PermaPlate Appearance Protection Package was purchased by ***** ********* and includes Paintguard™, Leatherguard™, and Fiberguard™, which are applied to specific surfaces of the vehicle to provide protection against certain listed common environmental hazards.
  Customer satisfaction is important to us, despite multiple attempts, we have been unsuccessful in our efforts to establish contact with ***** *********. using information they provided. We remain committed to addressing their concerns once we can establish communication. We regret any misunderstanding or dissatisfaction experienced by ***** *********.