ComplaintsforZurich Shield

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 16, 2024 I contacted the claims office of Zurich Shield to file a windshield replacement claim through a program I purchased with a vehicle from ***********. With the program, it allows vehicle owners to get their windshield replaced at no cost as long as the crack is not longer than 6 inches. I submitted my photos, they weren't received. I contacted them again on September 19. At that point I was instructed that the crack was over 6 inches, I told them it had run as window cracks often do. They requested I send the photos again with a yard stick to show measurement. Again, I sent it to them and informed them that it has been five days and the crack was going to show longer than 6 inches. At this point I feel they are waiting me out until the crack crosses the entire front of my windshield.

  

  Business response

  10/07/2024

  Thank you for allowing us to review your claim.  We are sorry about the frustration.  Our Senior Director of Claims will have a Claims Representative contact you to discuss your claim and steps to resolve as she have overturned this denial.

  Thank you,

  The Zurich Shield Team

   

  Customer response

  10/07/2024

  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.
  
  The corespondents states the initial decision to deny my claim has been overturned and I would be contacted on next steps. 
  
  Regards,
  
  ******* *******

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When buying a vehicle last year, I was required as part of the purchase to buy a "Zurich Shield" paint warranty. When I found dents on my car in june of this year, I thought I would finally get some value out of it, as they were clearly covered according to the warranty paperwork. Zurich shield was difficult (as I expected) in terms of asking for multiple pictures etc, but finally agreed I should get the dents fixed. Because a mobile technician did not service my area, they asked me to get a quote. When I got a quote and sent it to them, they immediately rejected it, claiming "Based to your estimate, requiring paint work that tells that paint is affected and we will not move forward with that". There was no damage to the paint, and the estimate (from a paintless dent repair place) in no way mentioned paint. I feel this initial rejection was in bad faith. When I followed up with a phone call (to a different employee), they admitted that the quote said nothing about paint, and seemed confused about why that rejection was made and that they would talk with their management. I feel this initial rejection was in bad faith. Shortly after the call, they wrote me back stating "Per our policy , the estimate was denied due to warranty not covering any R&I work". I called them and asked them to tell me where in the text of my policy this is stated. The only thing my policy states regarding an exclusions is that ""(10) ... or dents that the technician determines; in his or her own discretion, cannot reasonably be repaired using standard paintless dent repair methods" are excluded. The technician I got a quote from felt it could be repaired using standard methods. Removal and reinstall to allow access to the back of a dent is very much a "standard method". When I called to express this, they agreed that my contract was clear, but that their policy was what it was. It is unacceptable to literally ignore the terms of their warranty and substitute whatever "policy" they want.

  

  Business response

  08/28/2024

  We are sorry for the frustration.  Thank you for allowing the Senior Director of Claims the opportunity to review your claim.  We agree that this claim should be processed as a covered claim and apologize for the confusion and inconvenience.

  A Claims Representative will be in touch to confirm the mailing address for the check processing.

  Thank you,

  The Zurich Shield Team

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the product thru a **** Authorized dealer. I recently had tree sape on my covered car. After taking various pictures and then having a jeep dealership take pictures this wonderfully incompetent company is now saying it is not a covered repair. I then asked this wonderfully incompetent company for an executed copy of my warranty contract. I got a blank one instead. No where is this blank contract does it state that tree sap damage is not covered. In fact it specifically states tree sap is covered. I have also asked for a written clarification but have yet to receive it. I have however contacted ********** Brand integrity and I have a sneaking suspicion that Zurich shield might not have a lot of luck in other Jeep branded delearships in the future. In other words this kind of behavior by third parties is impacting Jeeps proprietary constumer satisfaction results, it will not be tolerated.

  Customer response

  08/16/2024

  Complaint: 22101809
  
  I am rejecting this response because:

   

  I have requested several times for this business to provide the specific provision within the warranty which they are relying to exclude coverage. In addition I also requested a copy,  Electronic or otherwise,of my signature agreeing to any of their terms. Neither one of these requests apparently even warrant a response from these people. 
  

  They need to response in a material manner to my request(s).
  
  Regards,
  
  ****** Moral

  

  Business response

  08/28/2024

  As per email correspondence on 8/9/2024, we receive an electronic data file from the dealership.   If you do not have a copy of your signed warranty in the paperwork provided to you at the time you purchased your 2022 Grand Cherokee, you should reach out to the dealership as they will have one for you.

  Thank you,

  The Zurich Shield Team

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased the warranty. Said to cover any damage supposedly protected by the shielding. A rock chip occured that immediately led into a crack. I reported it same day and they would not honor the warranty.

  

  Business response

  08/05/2024

  Unfortunately, the damage reported was outside the scope of coverage.  The Terms and Conditions stated chips and cracks up to six inches.

  We look forward to servicing ********************** in the future should he have coverable damage.

  The Zurich Shield Team

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We got charged more than $4500 for Zurich shield protection on our new car purchase without knowing permission. The dealership sets the price for the Zurich Shield at the time of sale and does not get involved in any part of that video-recorded sale contract, regardless of what condition was set by the dealership finance ************************* at ****** of ******* Neither party is trying to cooperate with us on why we were overcharged unwillingly and why Zurich Shield does not cover any of the damages to exterior paint that the dealership initially put down in writing. Regardless of how the two parties try to wash their hands with it by saying "It`s not us". The money has been paid to Zurich Shield for a fake promising warranty policy written by the dealership that does not even exist or match Zurich Shield's policy. If that is the case we are entitled to a full refund because the dealership did not send the policy that we have to Zurich Shield because he knew it wouldn't work. The policy from Zurich Shield is also something that we have not seen at the time of sale or was disclosed to us. So we do have two different "warranties from the two parties and one magical secret product that happens to be water-based solution wax applied during rainy days that cannot be canceled once applied. The fact is that $4500 and more are paid to Zurich Shield and they have to be refunded. Unless that is their way of generating income and they want to be proud of it.

  

  Business response

  07/22/2024

  We are sorry to hear about the frustration.  I was unable to locate a warranty with the information provided in this complaint.   If you could please provide a copy of the warranty so I can do some additional research.   You can email the warranty to ************************************.

  Thank you,

  The Zurich Shield Team

   

  Customer response

  08/08/2024

  Complaint: 22017891
   
  I am rejecting this response because: 

  The attachment shows what finance ******************* prepared as a package for us from Zurich Shield coverage and charges an unnotarized amount of $4644.  This package does not exist, and Zurich Shield will not cover any of the listed warranty protection that finance ****** from ****** promised us. Also, you can see the amount of the bundle that Zurich Shield offers on the document and ****** added a total of around $1200. That was what we agreed on and we were thinking that Zurich Shield would cost us. Instead, he charged us $4644 and never asked for permission or approval for that amount. All the contract papers and documents were presented to us by him as a stack of papers that we have to sign on the bottom portion and we can do it quickly since it was around 9 pm Friday, long after business hours. 

   

  After we discovered that the Zurich Shield warranty is nothing but a big scam for customers to steal their money in some sort of legal way "Non Refundable and No cancelation", by simply filing a claim through the Zurich Shield app that ****** the finance guy from ****** told us during the sale. It was nothing but a powder residue on the hood that did not happen even to damage the paint, but when we summited to Zurich Shield it was canceled the next day buy them. I called and asked why they simply said that they don't cover any paint damage at all, only tree sap and water droplets. We don't even have trees around our house why would be purchasing a warranty for that? Even though Zurich Shield management and customer service are very well aware of the entire situation they refused to refund us or cancel the warranty that does not even exist, and it was a simple lie, made up, so they can collect money.

   

  I don't understand how you can take, so much money from, a customer for a service or warranty that simply does not exist and no consequences or even attempt to apologize or explain the clear mistake (rubbery) that you have committed.  No one from Zurich Shield or ****** of Tacoma ever returns or calls replies to any of our complaints, or tries to meet us and go over the paperwork as their customer service has been promising when the issue was discovered.  Zurich Shield emailed me a copy of our policy that we had never seen before or had signed at the time of the sale and assured us that is what we have as coverage (nothing) for $4644. The product again applied to our vehicle is a water-based solution that was lightly wiped with a soft cloth during WA state rainy day and that is why they cannot refund us or cancel the fake promised warranty that does not exist. 

   

  How would you feel if that happened to you?

   

  I am on a fixed income and receiving social security disability I have a 19-month-old doughtier and my fianc simply needed a good car for our family. I am paying $1200 for a car that cost 59K and we were charged more than 74K without our permission or knowledge. Even doe in the overaged amount is in the form of warranties, those warranties are fortified, not valid, or honored by the parties (Zurich Shield and ****** of Tacoma) in this case. It is against the Federal-FTC CARS Rule and WA state WAC` is that simple.

   

  "The ************************** (FTC) Combating Auto Retail Scams (CARS) Rule aims to increase transparency and honesty in the car buying process. The rule prohibits dealers from making misrepresentations about important information, such as price and cost, and from charging for add-ons that don't benefit consumers. The rule also requires dealers to get consumers' informed consent before charging them for anything."

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

  

  Business response

  08/12/2024

  Unfortunately, I will not be able to speak into the details of this warranty as I do not show you as being the warranty holder. 
  
  At a high level:
  A claim was filed in July but unfortunately the reported damage was not one of the listed coverages and was denied.  The warranty does not cover fireworks residue on the paint.
  A product was applied to the surfaces of the vehicle at the time of purchase which makes this a non-cancelable warranty.  

  Thank you,

  The Zurich Shield Team

   

  Customer response

  08/13/2024

  Complaint: 22017891
  
  I am rejecting this response because:
  

  I appreciate your sense of humor, trying to break the ice I hope,.it makes me laugh. But I did not expect that spontaneous response after all that time.... talking, me filing claims, requesting assistance, explaining and trying to reach someone honest and fair person in charge at Zurich Shield.Finally such a cold and unkind response Zurich Shield trying to single me out I felt so unwelcome. But that is what bullies do that includes the dealership as well, but when the truth is out you got nothing.
  
  No ethics, no dignity, no self respect, no honor,  no guts and no glory, so desperate, by any means trying to keep the stolen money of a costumer.
  
  What else to say, how low can you go? To fallow up on your response I have to say -  did you read my complain and documents at all?
  
  And again that proves how uninform you are due to lack of evidence on your side, trying to make something out of nothing.. It`s  more obvious that it was not a mistake or an incident overcharging my loan to steal money. That is  Zurich Shield and dealership orchestrated stealing money practice without permission or legal right without intending to return it and bulling.  
  Regards,
  
  *******************

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have two dents that happened when a power washer tip blew off. The one dent has a chip so they wont cover it which I understand because the package is for dents and upholstery. The lady made the decision through photos to close the claim because she says that they are one dent when they are not. They are just rude and they told me to go to the dealership to confirm the dents are separate dents and when I went to the the dealer and they looked I noticed Zurich closed the case. Now I paid 1k for this package and the one time I contact them I get shot down and told they dont fix a dent they dont see

  

  Business response

  07/15/2024

  We are sorry to hear about your experience.   A Claims Representative will be contacting you to coordinate a technician to come to your home or office to review the damages and if covered, they will rectify the damage.

  Thank you,

  The Zurich Shield Team

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ****** Pathfinder from Daystar auto at **********************************. The vehicle became disabled. Was towed to a ******************* ******. I was then told that the warranty with Zurich wouldn't cover the repairs because of the mileage. The mileage was ******* and the warranty was covered to *******. The problem was due to no oil changes but, we had several oil changes done at *******. I uploaded the ******************* report.

  Customer response

  04/20/2024

  This is all the information you requested. 

  

  Business response

  05/17/2024

  We are sorry about your experience; however, this complaint has been filed with the wrong company.  We are Zurich Sheild and provide products for vehicles paint, fabric and vinyl/leather.  We do not provide coverage for mechanical issues of any kind.

  Thank you,
  

  The Zurich Shield Tea,

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased their windshield coverage from my dealer while buying a vehicle. The document I attached is the only document I was provided (I did request that Zurich Shield, on multiple occasions, send me any other documents pertaining to the policy that I had acknowledged with my signature - and those have yet to be provided). When the windshield shop who replaced my windshield called to get the replacement paid for (just as they do with dozens of other, reputable companies) the company began to apply various conditions for which they would deny the claim. First - that I had not reported it within 15 days of the damaged (which I said I was not even certain about during the initial call). Then they said (and I do not recall this) that the windshield repair shop said the crack was over 6 inches, it was not - and the repair shop is more than willing to clarify that. Next, they said they require a photo BEFORE having the work done. The request for a photo, and the "15 day rule" are not mentioned in the document I signed (the one attached to this complaint). The owner of the business that repaired the windshield said he has never even heard of an insurance company with these conditions until now. As I see others who have filed complains on this company have alleged, I can confirm this company is running nothing short of a scam. I had only purchased the policy less than 90 days ago - so I said the matter could be resolved with a refund - and they denied that request. They are very smug and clearly have learned little from the MANY other complaints I see here on the BBB site. They seem to have gotten away with their scams for so long - they do not even attempt to be open to a resolution. If you are reading this and considering buying from them - do not waste your money. And whoever is trying to sell you these scammer's products should also be made aware of how they are deceiving customers.

  

  Business response

  04/03/2024

  We are sorry to hear about ******************** frustration.  We are not an insurance company.  We manufacture a product that is applied to vehicles at the time of purchase from a dealership.  Our product comes with a limited warranty.  Unfortunately, ******************** claim was denied due to the damage and date of incident being outside the scope of the product warranty.

  We look forward to serving ****************** in the future should he have a coverable claim.

  Thank you,

  The Zurich Shield Team

  Customer response

  04/12/2024

  Complaint: 21504537
  
  I am rejecting this response because:

  Call it what you want - I purchased "Windshield Product Protection."  Event though they claim it is not "insurance," the only document I was provided at the time of purchase outlines a "benefit" of $3,000 with zero "deductible" (those sure sound like terms associated with an insurance policy to me, but - as I said - it doesn't matter how you look at this, they are still running a scam).  I have requested the documents bearing my signature or initials that show I agreed to the ridiculous specifics of this coverage.  To this day, I have received no such documents.  A damaged windshield was replaced, and should be paid for.  Their ridiculous terms (that I was not made aware of until making the claim) are clearly designed for their company to not have to pay for the coverage purchased.
  
  Regards,
  
  *************************

  

  Business response

  04/12/2024

  Unfortunately, ******************** claim was denied due to the size of the damage and date of incident being outside the scope of the product warranty.  The terms and conditions are on page two of the signed warranty.   We see he attached only page one to his complaint.  Attached is the Terms and Conditions of the product warrant ****************** purchased on his 2022 **** F350.

  
  We look forward to serving ****************** in the future should he have a coverable claim.

  
  Thank you,
  The Zurich Shield Team

  Customer response

  04/12/2024

  Complaint: 21504537
  
  I am rejecting this response because:

  I am still waiting to see a page that shows their ridiculous terms and conditions AND has my signature or initials on it.  As I have mentioned on multiple occasions, the only document I signed (and was provided by the dealer) was a single page.

  After I complained, and made multiple requests to see these other pages of the "agreement", they did finally send me a document that is three pages long (I attached it).  The first page I am familiar with (the one I signed), the second and third page I had never seen until they finally sent them to me to justify their deceit.  If you look closely at the documents they sent me, the second and third page even appear to be a different quality, as if they were scanned and added to the original page after the fact.  The document I signed says nothing about it being page 1 of 3.  Again, I had never seen these other pages until it came time for them to actually pay a claim.  Then, like magic, they appear!
  

  In any event, their actions demonstrate that they do one care AT ALL about their customer's experience.

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

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought the extended warranty for my new vehicle. Due to the interior having perforated seats. Sales recommended as if anything gets in the seats it is impossible to get them clean. I made a claim due to my daughter got sick in the car and the seats are stained. They stated they do not cover perforated seats. The warranty does not say that and why would ***** sell the warranty for a vehicle that has perforated seats. The call center individual that took my claim was very rude and said no, that is not covered. When it clearly stated staining on seats is covered. Crooked company/ takes money from consumers and never stands by purchased extended warranty. Do not buy a warranty from this company. It is fraud.

  

  Business response

  03/07/2024

  The denial of your claim was overturned to provide a courtesy cleaning of the perforations.  We are currently pending an estimate and look forward to taking care of this for you.

  Thank you,

  The Zurich Sheild Team

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When leasing a car, I was offered to add additional protection services by Zurich shield, which I did. Covered services include wheel and tire protection which happened to be needed unfortunately. While trying to make a claim with the dealer, they said they could not find my info while I do in fact have a service contract. I was told that making a claim is easy and the process is very simple. Ive learned that Zurich shield specifically uses three separate contracts with all different coverages making it hard to know who to contact. These are deceptive business practices and they arent fair to us consumers

  

  Business response

  02/07/2024

  We do apologize, Zurich has several different types of policies.  We are Zurich Shield and provide paint, fabric and vinyl/leather products.  If you have a tire and wheel claim to file, please reach out to Zurich at ************

   

  Thank you,

  The Zurich Shield Team

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩