ComplaintsforZiebart

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 08/07/24 about 9:15am I had my POA drop my 2024 ****** Outback off at ******* located at *****************************************************************************. Phone number ************. A part of my new car purchase, I had 1 per year exterior Diamond Gloss *************** took it in. Then chose to pay out of pocket for additional Detailing interior $236.89. I Ubered to work and then Ubered back at about 5:15pm and picked up the car. Once I got the car &me and reached up to close the sun roof I saw dirty surfaces on the control plastic surround. Then when I went to unclick my seat belt & saw there was garbage, napkin, straw, crumbs, & a pair of sun glasses between the seat and center console on the driver's side and the passenger side. There is crusty dirty area around the volume control. The car does not smell clean. I called Zeibart about 9:30am on 08/08/24 and spoke to a man named ****** who told me to bring g th car back in before they close at 5:30pm. I did and he came out and agreed the items where there and clearly not cleaned. Then we went back inside and a ***************************** approached me and asked to see the car so I took him back outside and he leaned in and I pointed out the above mentioned unclean areas and he said he believed it was "almost clean" and he said he said they had gotten "98% of the work right" and he said that " you need to u derstand humans are involved". He said " we do not give refunds at Zeibart" I offered to pay for what I can see was done..a wipe down and vacuum but I should not be charged for a "detailing" of $252.99 that he admits wasn't completed. He said he could take my car back a 2nd time and "finish up the work". I told him again I wanted my money back. He handed me a card with his name, *****************************" handwritten and the email address to customer service as *************************** When I asked for a phone number of his boss or the store owner or manager he said " there isn't anyone above me". I took the card & left.

  

  Business response

  08/09/2024

  We are sorry to hear that you are unhappy with your experience at our *************** location.  When you returned back to our location it was fully acknowledged that a few minor items were missed.  These issues could have been addressed and corrected in a matter or minutes had we be given the opportunity, however you denied that request. 

  In reviewing your invoice I see that you purchased our "Annual Renewal Package 1" which includes:
  - Interior Detailing (vacuum &shampoo all interior fabric, hot water extraction, fabric protection &leather conditioner, cleaning of the dash, console, glass and trim) 
  - Interior Sanitizing
  - Engine Compartment Cleaning
  - Windshield Treatment
  Individually these services cost approximately $410, but as part of your maintenance program they are packaged at $230.  

  During the interaction it was clear that you would not be happy with anything other than a full refund, which we do not find to be justifiable based on the services provided versus what you have expressed dissatisfaction with.

  Detailing is not typically refundable, as it is a service, not something we can simply take back.  With the package discount factored in, the cost of your interior detail was $112 ($199.99 with a 44% package discount) and as the store management indicated 98% of that service was completed correctly and we were fully willing to address the minor items that were not, but that offer was refused. 

   

  Customer response

  08/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  In their statement response to my complaint ID ******** they admit the detailing was not done and this is proven when they stated that they offered to take it back to the shop a SECOND TIME to finish what was not done.  The carpets were not shampooed as shampooing them would have included vacuuming out the space between the seat belt and the center console which was full of sun glasses, straw, crumbs and napkins.  This area was not vacuumed, sanitized, or shampooed.  They had my care for over 8 hours.  Of course I did not trust them to touch my car again nor would anyone.  The companies choice to lower their fees has nothing to do with the price I was quoted for services that I was promised but not given.  I have a car that smells and looks dirty and I paid for that.  They admit they didn't do the job.  I think this is pretty clear that a refund is due wether partial or complete.
  Regards,
  
  *************************
  

  

  Business response

  08/15/2024

  While we have acknowledged that a couple items were missed, the vehicle was vacuumed, it was shampooed, and it was sanitized.  A few items that were wedged between the seat and the console were missed.  We do not remove the seats when we detail a vehicle.  This area gets blown out and any debris are vacuumed up.   As far as any "smell" is concerned, it was explicitly requested not to use anything with a strong smell when the vehicle was brought in.  However, the vehicle did not smell or look dirty when it left our facility.

  Its also been brought to our attention that you recorded the interaction.  I see you have not mentioned or provided that recording, however it has been described that our employee remained calm and professional while you continued to yell at him.  

  Our package discounts and pricing is absolutely relevant when you demand a full refund, but a significant amount of the cost you paid is unrelated to what you've expressed dissatisfaction with. 

  While detailing services are not refundable, and this could have been easily resolved in a matter of minutes had you allowed it, you stated our employee described the job as 98% complete in reference to the interior detail specifically.  The proportionate cost of the interior detail with package discounts taken into consideration was $112.  For arguments sake, we will expand that and say 10% of the the job was incomplete and authorize a refund of $11.20

  Customer response

  08/16/2024

  Better Business Bureau:
  
  The service included the vacuuming of the area in between the seat and the center console where the seat belts are located.  Those ARE areas that were included as they know.  They did not vacuum, shampoo, clean, or sanitize that area and we know this because the garbage, crumbs, napkins, sunglasses, and straw was in there on both driver and passenger side. So if they did not do THAT area how am I to be confident ANY of it was done?  I did NOT tell anyone to avoid any smells.  That was never said by me.  They admit REPEATEDLY to not doing any work on the areas I mentioned above and THEY admitted to NOT cleaning the plastic around the buttons on the celing.  The plastic on the middle console and the k**** to the radio were dirty. i PAID FOR A DETAIL CLEANING AND THEY DID NOT NOT do a DETAIL of the vehicle and they clearly admit that. They admit that they did NOT complete what was paid for yet they continue to refuse a refund of any kind.   It is clear they did sub par work and admit that.  Their solution is to take my money for work they did not perform and their solution was to try again.  I would not trust them with my vehicle ever again nor should I be expected to when they clearly admit to not completing the job in the EIGHT HOURS or more they had the vehicle.  If you have ever had a "detailing" done you understand it's not just a wipe down and partial vacuum and it certainly shouldnt cost what this did! 
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 22nd, 2024 we took our vehicle in for a detail. Believe it or not; the attached photos are AFTER our car detail. This is my first time to ever post on BBB, but this company should not get away with highway robbery. We paid $375 for a detail (I am almost 9 months pregnant and could have done a better job at a local car wash for $10) and mold treatment. When I picked up my car it smelled worse, still had dog hair it in, the baking soda we applied to the mold on the seats before we dropped it off wasnt even removed they did such a horrible job (as pictured), and we removed dirt and debris ourselves from all over the car. It was comical how bad of a job they did. When calling, they claim to not typically do mold treatments despite them selling us a mold treatment and I caught them in multiple lies- at one point she said they spent 6 hours on the car, but then later contradicted herself and said they only spent an hour (mind you; that would mean they charged $375 for an hour of work), and MULTIPLE other lies I caught them in. I finally spoke to the ** (one employee told me she was the ** but another said she was not so who knows her position), *****, and I have never been spoken to more rudely. She yelled at me, did not let me speak, told me I was overreacting because I was pregnant, and continued to cut me off and speak to me like I was a dog while I remained VERY calm and never raised my voice (which I think made her more mad). We simply asked for a discount as we live 30 mins away but she said in all her time working there they have never given even a partial refund to anyone. I am hoping our conversation was recorded because if I was the owner of this company, I would want her fired immediately. Unfortunately, per the other reviews, she has treated customers like this and continues to be employed. Spreading my experience as much as I can so as many people as possible does not use this company.

  

  Business response

  05/30/2024

  I have spoken with Kalee directly and have provided the requested refund.  

  Customer response

  05/30/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ***********************

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our 2022kia niro to Ziebart today (May 20,2024) for the paint and fabric protection we paid for when we bought vehicle from *** on February 26, 2022 (new). We bought a 10 year fabric and paint protection for $1993. Last year they did service but tried to sell us more expensive package. This year they REFUSED to do our service. All they wanted to do was get us to buy a diamond package for $500 more. We told them all we want is the package we purchased and they laid our keys on our vehicle hood and walked away. I want the remainder of my 10 year $ I paid $1993 and only got one time use. They also had me sign a paper for today but they didnt do anything. Rudest 2 women I have ever encountered in my life. When can you advise me about this please?

  

  Business response

  05/21/2024

  As explained in your email correspondence with our customer service team, the fees you paid at the time of purchase were for the initial application that was applied in 2022.  Our franchise offers the annual renewals free of charge on packages purchased  through our dealership partners.   An offer to service the vehicle was made and you have declined.    There is no refund due on services that we are providing free of charge should you choose not to have additional renewals completed.  

  Customer response

  05/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed 
  
  Regards,
  
  *************************
  

  Customer response

  05/21/2024

  Ziebart REFUSED to do our service.   Employee threw our keys on vehicle hood and said she was done with us.   We didnt do anything to deserve this other than refusing to upgrade our package for more money.   Businesses need to be held accountable for such behavior 

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/8/2024 I took my 2024 ****** Legacy to Ziebart for window tint. My vehicle was inspected in my presence for damage prior to service. Damage was detected when I arrived home and observed the rt rear door on a specific angle and straight line crease was evident. I filed a complaint with the company. The representative at store denied the damage and said he would fight his company covering the cost of the damages to my car. I want nothing but the car repaired at a ****** dealership as the vehicle is still under warranty and need to maintain paint and body warranties. Ref invoice # ******

  

  Business response

  05/10/2024

  Good afternoon, 

  As was previously explained by both the store manager and our customer service department, your vehicle was the first one serviced that day.   It was pulled directly into a bay and then pulled up to the door when finished since you were on site.  Although difficult to see, the "damage" you are referencing it appears as though the door from another vehicle was opened into yours.  The area is located on the passenger side of the vehicle.  There is a wall separating the bay your vehicle was tinted in and the bay that would be located on the passenger side so there is no possible way for it to have happened in our shop since there was never another vehicle parked on the passenger side of yours while in our possession.  According to our records, your invoice was created after the services were completed, at around 10:24am.  You called back approximately 7 hours later, at 5:27pm, to notify us of the alleged damage.    

  Customer response

  05/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.] It could have hit anything inside the shop. The vehicle was inspected for damage prior to write up. There was no damage. I didn't look at that section of the vehicle until I parked it for the day and looked back and saw the damage. I then called the shop and spoke with **** and set the appointment for the next day. I showed up and ***** looked at the damage and said here is the email address to process a claim and that he would argue any claim I made. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After servicing my 2010 siverado for 14 years issues appeared , notifying Ziebart i was notified the silverado was not in warranty due to age. they refused to repair issues but yet i was paying for services and warranty that was not there. i was also under the iimpression that this was a lifetiume warranty.

  

  Business response

  04/24/2024

  Good afternoon, 

  In order to address your concerns could you please provide a copy of your warranty for review?  

  Customer response

  04/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.] i was notified that i no longer have a warranty this is the issue  truck is out of warrant range even though i have been faithfull in yearly inspection and renewal.  please notify greenwood store for records and inspections for the last fourteen years
  
  Regards,
  
  ***********************
  

  

  Business response

  04/26/2024

  The Greenwood store would not have your actual warranty.  There is only one original warranty document and that would have been provided to you at the time of your original service. 

  Without seeing your original warranty I cannot address your complaint, as the terms and conditions are not available anywhere other than on that original document.   

  Customer response

  04/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  Please see attached.
  
  Regards,
  
  ***********************

  
  

  

  Business response

  04/29/2024

  Thank you for providing that information.  Although it is difficult to read in the photo provided, I have marked the section of your warranty that clearly states that the warranty is valid for a period of 10 years from the date of the initial application.  The initial application of Rust Protection on your truck was completed on 11/6/2010 making the warranty expired as of 11/6/2020.

  The invoice copy you have provided was for the **Shield Paint Protection Film that was installed a year later on 8/31/2021.  While the **Shield does have a lifetime warranty, that is a different service and completely unrelated to the rust protection service and any warranties associated with it.   

   

  Customer response

  04/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Please note that there no rust issues at this time just the blisters in the paint  trying to prevent rust from forming. This should fall under the diamond gloss lifetime warranty should it not?
  
  Regards,
  
  ***********************

  
  

  Customer response

  04/29/2024

  all documents have been sent to Ziebart along with photos of concerned area, rust protection is not an issue at this time. the issue lies with the paint protection witch has a LIFE TIME WARRANTY. the vehicle has no rust at this time but the paint is blistering which in my opinion is included with the paint protection. please refer to photos sent to check affected area you will find NO rust and the body is solid at this time. i am trying to prevent any rust forming.

  Customer response

  04/30/2024

  After viewing the warranty ii did see it is a 10 year warranty, however this is not a rust issue the panels are solid this is a paint issue. if you would notice in the pictures the paint is blistering i NO RUST I'm trying to keep rust from forming , I also have trouble understanding why this is not a issue for the paint protection. which is a life time warranty. i would be glad to take the vehicle to one of your sites for inspection. 

  

  Business response

  05/02/2024

  You have not provided me with any warranty information for a paint protection (sealant) product.   If one had been issued, it is very likely that would have been for 10 years as well.   As I stated previously, the invoice that you provided showing a service with a lifetime warranty is for the ********, which is a paint protection FILM (sometimes referred to as clear bra) that was applied to the front end of your vehicle to protect against stone chips.  *** ******** comes with a lifetime product replacement warranty, should the film itself peel.  That warranty would provide no coverage related to the paint on the vehicle.  

• Initial Complaint

  03/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Monday, February 5, 2024, I dropped my vehicle off for annual renewal services at this Ziebart location. The vehicle was to get rust inspection, exterior paint protection, as well as windshield treatment. ***** from Ziebart did a walk around inspection of my vehicle, with me, prior to me leaving the vehicle for them to service. Upon getting the vehicle back, I noticed that there were multiple damaged areas in the paint on the drivers side pillar between the door and the windshield. To me, it looked like something metal had dug into the paint. My first assumption was a belt or something digging in as they were leaning over to treat the glass. Some spots are actual holes in the paint, with bare metal exposed. I called the store and spoke with *****, who recommended I bring the vehicle back by. Upon returning to the store, ***** stated that some of the spots actually had touchup paint on them. ***********, I immediately told ***** that I had left a touchup paint pen in the driver door. She asked me to send the photos that I had taken to their store email address. The store denied doing any damage or touching it up. When I called to ask for the GMs contact information the man on the phone rudely said ,what for. He hesitantly gave me the email address. I emailed the General Managers customer service email, explaining every detail. They are denying any wrongdoing, with those are rock chips, we dont allow belts and we dont have paint onsite despite the fact that I have photos a week before with NO damage, there was NO damage when they did a walk around with me when I dropped it off, there was a paint pen visible and readily accessible in the door panel, I am the sole owner/operator of the vehicle and I definitely didnt use the paint pen, and the damage is visible in the photo I took immediately after picking the vehicle up. My vehicle was damaged in their possession and they sloppily tried to cover it and are denying responsibility.

  

  Business response

  04/17/2024

  Good afternoon, 

  I sincerely apologize for the delayed response.  Unfortunately, our position remains the same as what has been previously presented to you by our customer service department.  This damage appears to be stone chips cause by a high impact to the vehicle.  I understand that you have a photo that shows the damage was not present on 1/27, but a stone chip can happen in a split second.  Our staff would not apply touch up paint without a customers knowledge.    Hypothetically, If they had, why would they only apply it to some spots and not others?  What is more likely is that the chips that do not have touch up paint on them previously did, but the power washing and/or clay *** paint preparation may have removed the touch up paint out of those existing chips during the servicing of the vehicle.  We would be happy to touch up and smooth out the areas with the touch up paint that you indicated that you already have for the vehicle if you would like.

  Customer response

  04/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  
  I do not know why someone would touch up only certain parts of damage.  My best guess is that someone knew they did wrong and tried to hurry and cover the evidence. What I do know is the entire history of the vehicle.  Im the original owner, I purchased it new.  I am the sole operator of the vehicle, and am very particular.  There have never been rock chips or touchup paint on the pillars. If the damage was not there the week prior, how could the preparation process remove the touchup paint from damage that didnt exist prior to dropping my vehicle off at Ziebart? It was not there during the drop off walk around with *****. 
  I understand rock chips can happen.  But, I know for certain they did not happen on my watch. I take 31 from ******** to Greenwood daily.  Theres no traffic in front of me to fling chips at 6:30am, and its too slow at 4:30.  There are 10 contact points of damage to the pillar of my vehicle.  Being pelted with multiple rocks at once is something I definitely would have noticed. Considering the laws of physics, speed, trajectory, and the details of my drive, the likelihood of getting 10 rock chips simultaneously that high on the vehicle is highly improbable. Especially since they are in pairs that are exactly spaced 1cm per pair.  Ive attached a photo of a zipper for reference towards my theory of belt or zipper when applying windshield treatment. While I appreciate the offer to touch the spots up, I want it to look like it did before bringing it in.  It has already been poorly touched up by someone at the Ziebart location.  If it hadnt been touched up, I wouldnt have been so confident that the damaged happened in their care. 

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

  
  

  

  Business response

  04/19/2024

  We can't say for certain that the rock chips were not there and already touched up a week prior.  If there were there, but were touched up it they would not likely be noticeable in your before photos.  The same could be said for the walk around at drop off.  If the existing chips had touch up paint in them, that is not something that would stand out and be noticeable during the walkaround.  Our employee uniforms are chosen with the nature of our business in mind.  The technicians wear t-shirts and/or hooded sweatshirts.  There are no belt buckles and no jackets with zippers or any other metal worn in the detail department.  If we cause damage to a customers vehicle we notify them right away and we take care of it. We wouldn't "hurry to try and hide the evidence".  That is not how we have remained in business for 65 years.  Using your same "laws of physics, speed, trajectory" it is not probably for a chip of that depth to have been caused by leaning over a vehicle to apply the windshield treatment.  While I understand your frustration, I stand behind the decision that has already been made.  These are rocks chips and they were not caused or covered up by our staff.  Additionally, it is my opinion that offering to touch up the areas is making it look like it did before, as the most likely scenario is that previously existing touch up paint was removed from these chips during the vehicle preparation for the Diamond Gloss renewal.  

  
  

  Customer response

  04/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [The damage did not exist prior, I bought it new, and I know my vehicle.]
  
  Regards,
  
  *********************
  

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought Rust protection when I bought s car in *********, **. They said that the warranty is voided if I do not get it rechecked every year in a 60 day window before or after the anniversary date (March 25, 2023). I said I was moving to ***** and traveling would be too hard to get back and do this. They said I could get it done in ***** with no issues as this is a nation company. Now I am due and I call Zeibart in ***** and they told me they would not look at my car. They are not taking new customers unless it is to buy a new rust service. So basically I was sold a product that will no longer be in warrantee. I would never have spent this much money on a product that was not guaranteed. This is false advertising. And I find it interesting that a large company in ***** will take me if I buy the product again but do not have time to recheck their work every year as required. Why keep selling if you cant back up your warrantee. I feel I was scammed out of money as a consumer

  

  Business response

  01/25/2024

  Good afternoon, 

  
  I am sorry to hear that you are having trouble with getting your annual renewal scheduled with the ***** location.  The business in which you have filed your complaint on however is an independent franchise that operates in ******* and ****.  If you were close to one of our locations we we would happily perform your annual renewal.  Unfortunately, we have no affiliation with the location in *****, so we are unable to provide any additional assistance.   I would recommend you reach out to the Ziebart International customer service department, as they do coordinate with all of the locations. 

  Customer response

  01/25/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me 
  
  
  

  Regards,

  ***********************

• Initial Complaint

  12/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my truck to ziebart to have it rust proofed and undercoated. They gave me a deal they had going on to get it cleaned and paint corrected basically the whole package. I picked my truck up and brought it back as the paint is messed up on it and they didnt even rust proof my tailgate or clean my seats as they had covers on it

  

  Business response

  12/18/2023

  We reached out to the store regarding the concerns of this customer.  The store manager advised that the customer was initially informed that we do not take seat covers off, however, he was also told that once he removes them, we would be happy to clean and protect the seats.  In addition, the customer has not addressed his concerns about the paint being damaged, nor the lack of rust proofing in the tailgate.  Unfortunately, from the photos provided, we are not able to see what the customer is talking about.  *****, the store manager, says the customer should come to the store to talk about any workmanship issues which may require further attention.

  Customer response

  12/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  the seats i understand and tailgate has a protector on it that needed lifted up and removed i guess. Im just mainly unhappy that i paid for 3 hours of paint correction to scratches but there is a spot very noticeable on the back right side almost like the wrong paint was used. I did bring the truck back and the manager basically said there not much that can be done now to maybe get it painted. I payed **** in all and just feel it was too much to now look at such a noticeable spit on my truck. 

  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************

  
  

  

  Business response

  12/20/2023

  We reached out to the store again regarding the situation with the paint.  The manager, *****, was not aware that ***** brought the vehicle in to discuss his concerns.  Apparently when he came in an assitant manager looked at the spot.  ***** would appreciate if ***** can come by any weekday between 10a-4pm so he can look at the truck.  Once he is able to put his eyes on it, he can make a more educated decision on how to move forward.

  Customer response

  12/30/2023

  Im sorry i must of been to late to respond due to the holidays, i wanted to make sure to leave a top star review and retract anything negative for ziebart. The company had gone totally out of their way to make me as a customer happy and they deserve a good word from me on their profile. Again I apologize as i must of been late to responding but ***** at ziebart has been awesome to work with and again they are going out of their way a huge deal to make me as a customer happy.

  Customer response

  01/03/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 

  Im sorry i must of been to late to respond due to the holidays, i wanted to make sure to leave a top star review and retract anything negative for ziebart. The company had gone totally out of their way to make me as a customer happy and they deserve a good word from me on their profile. Again I apologize as i must of been late to responding but ***** at ziebart has been awesome to work with and again they are going out of their way a huge deal to make me as a customer happy.
  
  

  Regards,

  ***********************

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **nsumer took 2013 truck to business on Nov 23, 2022, and took it back 2 more times, the last time was 12/8/2023. **nsumer states that he paid for bed liner (which is fine) but also paid $1843 for the **mpany to apply the special **ating on the whole truck and underneath and for a **mplete detailing. **nsumer states ** never detailed the truck. He took it to another business to check underneath and it was a mess. **nsumer states ** never buffed out the scratches either. ** never even removed spare tire just sprayed around it. **nsumer said when he went back, the workers were rude and said he **uldn&#**;t do anything about it. ** never offered to redo the mess. **nsumer has been ill and been hospitalized so this is the first chance he had to **ntact the H363137**3238313831H. **nsumer said now there is rust.

  

  Business response

  12/05/2023

  Our customer service department had a string of emails with *****************  We have attached the chain.  The more the customer comminicated, the more things he complained out.  His initial concern was pricing for services that he claimed he didn't know he was being charged for.  We believe it escalated from there because he was not getting the answer he was looking for.  He disputed his credit card and he was not awarded the charge back.  

• Initial Complaint

  11/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I turned in two estimates on rust repair and replacement in August over three months ago as well as contacted Ziebart in ************. *** also left emails and voicemails with ziebart **************** and no one gets back with me, I was told to submit two estimates by the **************** and no one is getting back to me.

  

  Business response

  11/27/2023

  Good morning ****************,
  

   According to our records your first reached out to the corporate office near the close of business 11/17.  With the shortened week for the holiday, it has been approximately 3 business days since you contacted the corporate office.   

  Our claims office had received 2 quotes from the same facility, one to repair the area and one to replace the panel.  The warranty is for repair, therefore the estimate to replace the panel does not count toward the requirement for 2 estimates?  Did you obtain a repair quote from our preferred body shop, *********************? 

  Customer response

  11/28/2023

  I wish for Ziebart to know I did get their recommendation estimate from ***** as well as Southside Automotive. Thats the two estimates plus Southside Auto did two separate estimates. Repair is fine since that is covered under the warranty. Ive met their criteria so I would like this taken care of in a timely manner.

  Customer response

  11/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. For your reference, details of the offer I reviewed appear below. 
  
  I wish for Ziebart to know I did get their recommendation estimate from ***** as well as Southside Automotive. Thats the two estimates plus Southside Auto did two separate estimates. Repair is fine since that is covered under the warranty. Ive met their criteria so I would like this taken care of in a timely manner.
  
  Regards,
  
  *********************
  

  

  Business response

  11/30/2023

  Unfortunately you have not met the criteria.  The criteria requires 2 REPAIR estimates.  You have submitted 1 repair estimate. We are permitted to request one of the estimates be from our preferred repair facility, which is *********************. 

  

  Business response

  11/30/2023

  I apologize, I misread the the previous response.  I now see that you stated that you did visit ********************* for an estimate.  I have not received that estimate, but I have put in a request for them to resubmit it.  

   

  Customer response

  12/01/2023

  Back in August I turned in two estimates as required by Ziebart in ************. ***** was one and what Ziebart said I had to do plus another of my choice which was ***************************. Ragine of Ziebart in ************ received both estimates. Her email as well as Greenwood location is *************** Also ***** from *************************** email is ***************** I submitted all I was required to do with the two estimates in August. ****** contacted me and had me get a second estimate from ***** at *************************** because his estimate had replace instead of repair and corporate would not accept the estimate. I contacted ***** again explaining this so he changed the estimate to repair best he could for their requirements. ***** explained to me it is difficult to due because his estimates have drop down boxes and its hard to change the wording. I then submitted his corrected second estimate to ****** from Ziebart and she stated that should be good. Three months later when I contacted ****** she told me Ziebart Corporate did not accept Southsides estimate because of the wording. This took three months and we got nowhere. She told me it should be good and it wasnt. I gave her and ***** their emails so she could explain to Southside Automotive what wording to use and she told me its not her job. She tells me its good three months ago but apparently its not. Ive done both estimates and even got a second one from Southside and no response yet. I want this resolved because I was told to get two estimates, one from ***** and I fulfilled that in August.

  Customer response

  12/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Back in August I turned in two estimates as required by Ziebart in ************. ***** was one and what Ziebart said I had to do plus another of my choice which was ***************************. Ragine of Ziebart in ************ received both estimates. Her email as well as Greenwood location is *************** Also ***** from *************************** email is ***************** I submitted all I was required to do with the two estimates in August. ****** contacted me and had me get a second estimate from ***** at *************************** because his estimate had replace instead of repair and corporate would not accept the estimate. I contacted ***** again explaining this so he changed the estimate to repair best he could for their requirements. ***** explained to me it is difficult to due because his estimates have drop down boxes and its hard to change the wording. I then submitted his corrected second estimate to ****** from Ziebart and she stated that should be good. Three months later when I contacted ****** she told me Ziebart Corporate did not accept Southsides estimate because of the wording. This took three months and we got nowhere. She told me it should be good and it wasnt. I gave her and ***** their emails so she could explain to Southside Automotive what wording to use and she told me its not her job. She tells me its good three months ago but apparently its not. Ive done both estimates and even got a second one from Southside and no response yet. I want this resolved because I was told to get two estimates, one from ***** and I fulfilled that in August.
  
  Regards,
  
  *********************

  
  

  Customer response

  12/04/2023

  Please let me know what the next step is. There are two estimates from Southside Automotive and an estimate from *****. I just want this resolved so we can move on and I can start my repair process. Thanks again, ****

  

  Business response

  12/13/2023

  The claim finalization has been provided to **************** directly via email

*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. ↩