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Complaint Details
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Initial Complaint
06/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a warranty through ****** when I purchased my car. The warranty is for windshield replacements for cracks and rock chips. I had my first windshield replacement in June of 2023. I had no issues then and the process was easy and smooth. I called to get my second windshield replacement this June because it got a rock chip and instantly cracked. When I called to file the claim, they informed me that I could not get my windshield replaced because my first windshield replacement didn't have nanotech on it. They were the ones to set up the last windshield replacement so if it was required why wasn't it automatically applied? I followed the instructions given to me by the company to the letter and they never said anything about it during the first claim process. The lady I spoke with laughed when I asked why I wasn't told about applying the product and said we aren't required to tell you it's in the language of the contract. IE the contract I received nearly four years ago and is several pages long of complicated legal language. The whole process is a scam to get out of replacing the windshield a second time. When I called the dealer I purchased the car from they said they had had several other complaints about the same exact issue and had had several poor reviews by their customers for **********************. The nanotech doesn't even prevent rock chipping so it makes no difference in the current problem of having a cracked windshield. It is also rather convenient for the company that the product that is "required" for a second windshield replacement is their product. Overall the company is doing a money-making scheme that allows for their product to be used and not follow through on their warranty.
Business response
07/05/2024
Thank you for sharing the customers experience and providing the opportunity to respond. We have reviewed the notes on her claim, along with the recording of her interaction with our claims specialist.
The customer purchased ********************** Windshield Protection, a product warranty covering the treatment of her vehicle with NanoCure Windshield Protectant. The protectant is applied to the exterior of the front windshield to improve visibility and reduce glare and help prevent small cracks, stars and chips caused by road hazards or debris. The product warranty provides for repair or replacement of the windshield in the event the protectant fails to prevent damage to the windshield, and benefits are available one time per year (365 days) during the 5-year term.
When a windshield repair is insufficient to address the damage, a replacement may be authorized. Per the warranty,if a windshield is replaced, the customer is responsible for reapplying the protectant to the new windshield to enable continuing coverage under the warranty. Without any reapplication of the protectant, the coverage under the product warranty is void.
According to our records, the customer purchased ********************** Windshield Protection on 3-06-2021 and filed a windshield repair claim on 1-24-2023 and a windshield replacement claim on 6-23-2023, both of which were covered under her warranty. She subsequently filed another replacement claim less than a year later on 03-22-2024, and the claim was denied because the damage occurred less than 365 days since her last replacement. The customer called again on 06-25-2024 to file another windshield replacement claim. When asked if she had the protectant reapplied to her windshield after the first replacement as required in the warranty, she replied that she had not. We, therefore, denied the claim and explained that once she had replaced the current windshield, we would ship her product to apply to her new windshield to reactivate her coverage.
Numerous customers have successfully filed ********************** for multiple windshield replacements and have enjoyed continuing coverage. We have a history of high customer satisfaction, as highlighted by favorable reviews of our protection programs and the claims process, but we do recognize that misunderstandings can occur. We encourage the customer to contact us again once she has replaced the untreated windshield, so we can direct her on reapplication of the windshield protectant and continue coverage through the end of her warranty term.Customer response
07/11/2024
I am rejecting this response because: When I specifically asked if there was anything else I needed to do when I replaced my windshield the last time your customer service told me no. When I called back to replace my windshield a second time your customer service said they are not required to inform me of the fact that the first windshield needed to be protected with nanocure. What I am complaining about is your companies lack of transparency through the process so that you can void peoples warranties. If you have so much success with your replacements why is it when I called the dealer who I purchased my car from that the immediately knew who held my warranty and what the issue is ? I sincerely hope that you lose your contract with ******.
there were multiple instances that you could have told me about the nano cure you elected not to.
You arranged everything for the previous window replacement and didnt have the company automatically apply the product
you are a terrible company who is out to steal money from people
Business response
07/12/2024
We reviewed all three recorded interactions between the customer and our ********************** professionals. During the first call, once the claims representative qualified the type and location of the damage, the customer was provided with a contact to repair her windshield and told that the technician would replace her windshield if it could not be repaired. There was no other interaction or questions from the customer about the process or anything she needed to do if the windshield was replaced. A windshield replacement was subsequently performed by the technician and the claim was closed.
During the second call,the customer initiated a windshield replacement claim, which our claims specialist denied since her coverage allowed for only one replacement per 365 days. She was told she could open the claim again once the time period had passed. The claims specialist clarified that the customers coverage was available until ************ that she could repair her windshield as many times as necessary, but only replace the windshield once per year.
The last interaction occurred when the customer called to open a new windshield replacement claim.Our claims specialist told the customer she would need to send a photo of the damage along with documentation showing proof of reapplication of NanoCure following her previous replacement, at which point she objected. The customer said she was never told to reapply the protectant and inferred she had not read the warranty. Our specialist explained that this replacement would not be covered without documentation but that once the customer had replaced the windshield on her own, we would be happy to provide supplies to reapply the protectant, ensuring continued coverage.
When the customer purchased the ********************** Windshield Protection at the dealership, she signed the Purchaser Acknowledgement section of the product warranty asserting My signature below indicates that I have read and agree to all the terms and conditions of the Limited Warranty. The terms and conditions outlined in the product warranty are designed to provide clarity around coverage and benefits, exclusions to the coverage, and the process for opening a claim. It is the buyers responsibility to review all documentation related to the purchase.
The customers warranty has not been voided and is available to her for future windshield repairs and replacements through the end of the term she purchased (3-5-2026). She simply needs to return to the dealership where she purchased the product or contact us to request reapplication supplies to retreat her windshield after she installs a new one. Coverage will continue from there.Initial Complaint
05/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Brought my vehicle in for hail damage repair. They damaged the roof racks while in the process of repairing the dents, saying thats just how Toyotas are built.. its a brand new vehilce i soent $60,000 and id never once moved the railing. They admitted to this when I picked up the vehicle and said they would submit a claim to repair it. They never contacted me again and I had to go through the insurance company to get a response. They said the damage was there previously, but the video they submitted was after the rails had been moved. They ADMITTED this to me when I picked up the vehicle, and now I realize they did this simply to get me to sign off and leave so they could lie about the claim to insurance and avoid any accountability for their actions.They are deceitful and have no integrity and also lied about a supplemental claim for additional damage simply to put more money in their pockets at the expense of my insurance.These people are explotive and not fit to have the vendor contract they do with progressive. I did absolutely nothing wrong and was very polite about the substantial damage left on my vehicle. They still refuse to contact me. I'd like a formal complaint to be filed against them and I will be taking them to small claims court for the damages.I can't believe there are people who make their living taking advantage of others with no accountability for their actiona or incompetence.These people need to be held accointable for lying straight to my face and damaging my vehicle.Business response
06/07/2023
Thank you for allowing us to address the customers hail damage repair experience. Following the completion of the hail damage repair, we submitted a supplemental claim at the customers request regarding his concern with the rack rail. This supplemental claim was denied by the customers insurer, who determined that there was no issue with the rack rail related to the initial hail damage or our repair. To find a common-ground solution with the customer, we followed up with the insurer, who agreed to cover the installation of a new rack rail as a goodwill gesture. The insurer has since informed us that the customer made an appointment at the dealership of his choice and that the new rack rail installation was paid for and completed last week.Initial Complaint
04/04/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased the Tire and Wheel protection plan from Mercedes-Benz of Morristown on Jan 11th, 2022. The dealership is also know as Crestmont Mercedes. The price for the plan was around $2200, and the last six digits of the VIN is XXXXXX. Knowing that I was about to trade in the car. I went to the dealership, talked to ***** ******* the Finical manager who sold me the plan. And processed the cancellation of my plan on Jan 31st, 2022. I was given verbal confirmation that the refund will be issued within 60 days. I received a letter from Nobilis Group dated Feb 1st to confirm my cancellation and refund. Since late February, I have several phone calls with ***** from Mercedes who keeps claiming that they have not received the February statement from Nobilis therefore they can not issue me the refund. Till today, they still claim that they not received the statement confirming my cancellation.Business response
05/12/2022
Business Response /* (1000, 5, 2022/04/08) */ Thank you for the opportunity to engage on this inquiry. We verified that the customer's cancellation request had been received and processed on February 1st and the refund issued to the dealer on the March billing statement for February business. We spoke with the dealership to confirm that the customer's refund would be processed this week and also spoke with the customer to inform him of the same.
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