Excelsior Youth Centers

Initial Business Response / [redacted] (1000, 5, 2017/10/11) */ We are sorry to hear that you had an unpleasant experience with one of our locations, but we will not be issuing a refund for the services providedAs offered at the time of pick up, we will be happy to set up arrangements at your convenience to bring the vehicle in during business hoursAt that time we can put the vehicle on the lift and go over everything with you so we can be sure to address any concerns you haveUnfortunately, since the vehicle was picked up after hours, our technicians had gone home for the dayOtherwise, we could have tried to resolve these issues at that time

Initial Business Response / [redacted] (1000, 5, 2016/01/12) */ Contact Name and Title: Dianne [redacted] Contact Phone: XXXXXXXXXX Contact Email: ***@bart1.com Mr [redacted] is a customer and did purchase a Protection Package on his Impala in Sept of He also purchased a remote start with a lifetime warranty on the systemThe Protection Package came with a service contract that allowed him to come in and renew annuallyWe saw him back 10/20/2009, again on 2/04/2015, & then on 12/29/We did a quote for him on 1/04/which I believe is were the mix up is and the confusion comes into playHe seems to think he came in twice in a day time frame but they are not both invoices one is a quote only (1/4/15)Our Diamond Gloss is a sealant that bonds with the clear coat and protects it from all corrosive elementsHe seems to be having a clear coat issue from the factory, and when we tried to explain to him he didn't agree/ understandHe called the sales associate a liar didn't want to listen to reason, so that's when he was asked to leave and they would have to agree to disagreeIn between the years we didn't see the car it might have been able to have been protected but not sure if we could have helpedWe detail and clean cars not damage them but we can only work with what we haveWe're not a body shop and cannot restore paintMost the time we can talk/ explain but he would not listen ,just was very insulting, so Douglas fixed his remote start at no charge, Updated his rustproofing and then sent him on his way without touching his paint this yearI can also send a copy of his history so you can see the invoices he has paid for on his ImpalaThe car was processed as a used vehicle so therefor did not qualify for a warrantyNor was it in every year for maintenanceThanks, Dianne OFFER: I'm sorry Mr [redacted] that we could not exceed your expectationsAnd also apologize if my staff offended you in any wayWe will continue to service your Rust protection as needed and any of your remote start issues you might encounter under warranty at our FtWayne locationWe will just not work on or continue the exterior service on your paint from now on just like we tried to explain when you were here on 12/29/Sincerely, Dianne [redacted] (Manager) Again, the 1/4/was just a quote not a paid invoice please look at your copy closely Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do thank the manager for her apology that if the staff offended me in any way However; as I have stated, your sales associate made a premature "promise" concerning paint damage to my trunk area to my Chevrolet Impala on 12/29/service dateThe "promise" is that Zeibart did not do any paint damage to my carThis "promise" of Zeibart not causing the paint damage was immediate and without inspection to my paint damage, being defensiveI explained to the sales associate that there was no paint damage to my car previous to Zeibart's work and when I picked up the car-there was paint damageI am more than offendedThis questions my integrityAnd that is simply not acceptable Final Business Response / [redacted] (4000, 10, 2016/02/04) */ Dear Mr [redacted] again, I am sorry for the misunderstanding, but there is nothing we can do for youDouglas did walk around the car and do a vehicle condition report when you dropped off the vehicleHe also asked why you left the lot in with paint missing if you thought we did it and or waited a year to bring to our attentionWe're here to protect cars and also to advise customers of issues ,but we can't address them if we don't know about them after the factHe said it is definitely a paint defect/ problem and not in any way related to our Diamond gloss applicationWe did what we should have and no longer do your exterior until you get it fixed and then we will reapply the Diamond Gloss at no charge for you at that timeIt is regbut we will waive that if you ever get it fixed/ repaintedSincerely, Dianne ( Manager- Ziebart of FtWayne)

Initial Business Response /* (1000, 6, 2017/05/17) */
While the warranty issued is a lifetime warranty, there are limitations and maximums that are clearly stated"The cumulative cost of repairs and refunds pursuant to this warranty shall be limed to the vehicles then-current N.A.D.A(or similar
publication) wholesale value" The wholesale value of the vehicle was determined directly from the N.A.D.A website, and does not devalue the vehicle for any accidents or rust as indicated by the customerThis value is determined only by the year, make, model, features and mileage of the vehicleThe N.A.D.A wholesale value is *** and because the warranty does state that the maximum payout is cumulative, the prior repairs in the amounts of *** and *** were deducted to arrive at the maximum balance of *** for the current claimBecause the repair estimates were higher than this maximum payout the payment was issued payable to the customer directlyBy issuing this payment we have fulfilled the warranty 100%I have attached a copy of the warranty, the N.A.D.A valuation, and the claim letter sent to the customer
Initial Consumer Rebuttal /* (3000, 8, 2017/05/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you once again and in advance for the continued review of following scenario of our Jeep Wrangler and Ziebart
This document is issued as a response to Ziebart's most recent responseSpecifically, Ziebart has simply responded with their company documents as received and also attached to the original document supplied by me (note: this document contains the same letters issued by Ziebart previously)Ziebart has continued and failed to respond in their resent correspondence to the following clearly documented issues to address the specific critical problem as noted in this claim:
o Ziebart failed to notify us of any rust issues to the frame during the yearly (2000-2016) inspections as required in the purchased warranty from them
o The pictures as attached to this document and previously sent, clearly display significant rust issues to the frame that have resulted in an unsafe vehicleCertified mechanics have reviewed the vehicle and confirmed that the vehicle is unsafe to drive and have noted that the rust proofing is missing from significant areas
o The issue of negligence and fraud regarding Ziebart's warranty responsibilities are clearly at issue
o The rust issues were officially brought to Ziebart's attention by us via service performed by a certified mechanic
o The document attached from ***'s Body Shop also denotes a failure by Ziebart to correctly apply the undercoating resulting in the current rust damage
o Through not notifying us of the rust issues (their responsibility as part of the warranty), this prolonged the discovery of the issues, ultimately decreasing the overall value of the Jeep as they have continued to noteIdentification of this issue as it developed years ago (note the size of the rust holes, the extensive rust damage, etc.) would have obviously been covered under the warranty because the value of the Jeep would have been significantly higher
o Notifying us of the rust issues when they developed (their responsibility and the purpose of their required yearly inspections) and subsequently repairing the Jeep as required in the purchased warranty, would have avoided the current claim
o Also as noted, a Ziebart employee drove our Jeep into a wall resulting in significant damage that has also decreased the value of the Jeep
In summary, we fulfilled our due diligence by returning for the yearly inspections, however, Ziebart through their negligence of not reporting and or identifying the rusted through frame issues, failed in their warranty service responsibilities of our vehicleSimply restating the warranty as they have done, does not release/relieve them from their clear responsibilities to perform the service of the warranty as issues arose, i.ethey failed to provide the service from their commonly known slogan: "TT'S US OR RUST"
I am continuing to request a full review of Ziebart's failure and negligence to perform/provide the service that has been paid forI am requesting them to authorize and to pay for the full repair/replacement of all frame parts/labor as noted on the estimates to make the vehicle safe to drive
Final Consumer Response /* (2000, 12, 2017/05/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
May 24,
Revdex.com
Parnell Ave
Fort Wayne, IN
Thank you once again and in advance for the continued review of the scenario of our Jeep Wrangler and Ziebart
We accept their offer to fully repair the frame as noted and we will surrender the warranty as required with the settlement of this claim; specifically as stated in their response:
"With that said, I have discussed this extensively with the store manager and she has requested approval of the repairs at either *** & *** *** and Wheel Service or ***'s Body ShopOur claims department is agreeable to her request, but the warranty surrender will still be required prior to any working being performedThe warranty obligations are beyond 100% fulfilled and the vehicle will not be eligible for any future claims or payouts."
We will be available on May to meet with the Store Manager of Ziebart to schedule the full repair with one of the repair shops as noted above
Thank you for assisting with this issue,
*** *** ***
XXX-XXX-XXXX
*** *** ***
*** *** *** XXXXX
Final Business Response /* (4000, 10, 2017/05/24) */
The purpose of the annual renewal is for us to touch up and reapply any protection that may have worn off over the course of the yearWhile in the interest of customer service we typically do so, the warranty does not state that it is our responsibility to notify you of rustOn the contrary, the warranty actually states that the customer is to notify us of any rust and their desire to file a claimThe photos obviously show some rust damage that has not just occurred, but I feel as though it is important to mention that much of that damage was not initially this obviousWhen the vehicle was brought in to begin a claim we had to scrape several areas of protection off in order to access the damageThe offer that was previously made 100% fulfills our warranty obligationWith that said, I have discussed this extensively with the store manager and she has requested approval of the repairs at either Fox & Fox Frame and Wheel Service or ***'s Body ShopOur claims department is agreeable to her request, but the warranty surrender will still be required prior to any working being performedThe warranty obligations are beyond 100% fulfilled and the vehicle will not be eligible for any future claims or payouts

Initial Business Response /* (1000, 5, 2016/04/11) */
Im sorry Mr*** was unhappy with his serviceMy customer service did send him a email on Tues 3/letting him know that they were notified by Ziebart Corp about his complaint and wanted to help but he never responded to itThe Rust
Protection and Paint Sealant do come with a maintenance program and we charge a pre-clean fee before we can reapply these servicesOur Franchise has been sending out *** off cards now for several years to our customers along with reminder cards to help keep this cost downIt is not guaranteed at this prize but we try to keep doing it and it seems to be helping with these chargesWe also have a Inner Guard service (which is a interior fabric & leather treatment)this comes with a service contract and the customer can have their interior cleaned at a discounted rate anytime they choose toIts usually 1/off the reg priceThis is not a locked in price and can fluctuateIf he has a contract that states something or has a locked in price for a certain number of years then he just needed to show someoneOur interior detailing specials right now our *** with *** off, which is *** and thats what they offered to himHe was demanding we do *** which was a special price I gave him last yearWe went ahead and gave him the *** that day so he could pick up his car but this was not the price it was suppose to beI hope this helpsSincerely, Dianne
Initial Consumer Rebuttal /* (3000, 7, 2016/04/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ms*** ***/Mr*** ***:
I appreciate your acknowledgment of the poor customer service I received at Ziebart that dayLet me address your commentsI never received any e-mail from Ziebart or Ziebart representativesI do have Xfinity e-mail service which in their operations, of which I have no control overIf you delete your emails, Xfinity removes them from your e-mails but holds them in a folder from which they cannot be deleted for days in the event you delete one unintentionally, it can be recoveredIt would be no problem for me to print out a report to show every e-mail that I have received at my e-mail address in the last daysThis includes any e-mails I have deletedCould it be possible for you to provide that e-mail with a timestamp in the event it was sent to the wrong address?
As far as the paint protection and interior coming with a maintenance program, they doThis is stated in the copy of the contract which I have includedA pre-clean is a new word I have never heard of from Ziebart, and I have been bringing my truck there for eleven years and none of the receipts or the current contract reflect thisAs of April 13, 2016, your contract makes no note of a pre-clean and your premises has no reflection of this charge anywhere on the building or where customers have access toMy contract also makes no note of itI have also attached the coupons, four of which were sent to me, two for my son and two for myself clearly stating *** off ANY renewal service, which you have been doing for eleven years on my truck without questionThe contract does indeed guarantee the renewal price for three years for both of these vehicles and for the lifetime of my truck
You state that the employee needed to see the contract in order to validate the price, which he didWe told him it was in the glove box on the phone, and when we picked the vehicle up, the contract was with the receipt on the front driver's seat of the car, again stating the price and the three year guaranteeThe *** was not a special price, it was the *** off price of the guaranteed price, as the contract states (see attached)None of your response answers the complaints questionedDo you or do you not intend to honor the contracted price without hassle or additional cost, or do you intend to refund the amount I paid for these contracts for failing to fulfill them?
Sincerely,
***
Final Business Response /* (4000, 14, 2016/04/28) */
Business Response:
*You purchased a service/ package of products ( Diamond Gloss & Inner Guard) that were applied on your Elantra on 4/7/
*Those products once applied our permanent but come with a service contract that if the customer wants to come back and have redone/ cleaned at any of our locations in our franchise then our customers have a service agreement with a pre-clean fee to have re-doneThis is a labor rate and that's what it states on the contractHe has that in his possession and can read it at any-timeIf it has any prices locked in on it then they will be honored without any hassle's in our stores that's why the we schedule appts and ask our guest to please set aside 10-min to walk around the car with an associate and we do a vehicle condition report at time of check in and confirm which and what services are being done that day
*if the customer has a coupon to use then we will let them use it, but also go by the terms on the coupon which always says *** off annual service or *** original price of any other service and can be used the day of annual serviceWe try to give all our customers a discount but we cannot let them make / negotiate pricingWe have a corporate office that sets prices and even if someone threatens us and or makes unreasonable demands we have to inforce policies and procedures
*We did his Diamond Gloss renewal for *** - *** off
* We did his Inner Guard renewal for *** *** off which came to *** but he was mad and demanded he pay only *** & He wanted to talk to the owner of the companyWe finally gave him his car and let him have it for *** that nightThe owner does not and will not call himI run this storeThere is always a manager or assistant manager on dutyWe also have a customer service dept if he can't work it out with the storeHe has been coming in for years and I really hate to lose him as a customerIf he chooses not to come here for service he can take his car to any other Ziebart location
* We appreciate his business and want him as a customer but he also need him to understand that he has a contract that does have pre clean fees and they are not negotiableIf he wants to come in, he can without hassle's, sit down and talk before he leaves, sign are check in sheet, and we will agree on the services that am or he can go somewhere else and pay their pre-clean feesI hope we can work this out
Sincerely, Dianne ***
Final Consumer Response /* (4200, 16, 2016/05/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At this point, we have tried three times to have you follow through on the contract that you provided to us when we purchased these servicesAs stated earlier, I have been coming to you for eleven years with my Ford Super DutyNever once has their been anything brought up about a pre-cleaning fee or a signing an additional contract each year when my vehicle has been brought in for renewal serviceI have eleven years of receipts to validate thisI bring in my Elantra to have it renewed as I have done with my truck for eleven years, and all I am expecting is for you to honor the contract that you provided at the original service and the coupons that you send me each yearThis time, you have refusedYour first response to my complaint was to add a pre-cleaning feeIn eleven years, there has never been a discussion or a charge for a pre-cleaning feeYour second response adds a walk-around, a condition report, and that I must sign an additional contract for cost agreementThis has never happened before and has just been added with your second responseAll I have asked for is for you to honor the contracts purchased from you and for the coupons you have sent to my home to be honored, and each time you add an additional stipulation, and refuse to just honor the original contractAt this point in time, it has become very obvious that you have no intentions of honoring the original contracts that I purchased from you without changesI do not accept the changes that you have added since the time of purchase, and see the only resolve is for you to refund the purchase price of all of the contracts that I hold with you and for us to part ways

Initial Business Response /* (1000, 5, 2015/05/26) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@bart1.com
Mr.[redacted] came in and inquired about our exterior detailing services as well as our scratch removal services. [redacted] and [redacted] both talked to...

him. He had a used car and wanted it polished and waxed. Pete told him what we could do and he made the appt. Pete let him know that he would be getting a exterior detail with a high speed polish first to remove any fine scratches and surface imperfections before we applied the polish. They agreed on the service he signed our check in/ vehicle condition sheet and left the car. Appon pick up he also looked the vehicle over, paid for it and signed the invoice that he exceoted the job and was happy. He then called the next week and said thet he was still seeing some scratches that he thought should have came out. He said it was raining and I probably couldnt see them? I told him he could call me and let me know when he was coming, make an appt. and I would look at his issues. Rain or shine we would pull it in and look over with him. He never called back but he did just show up at 4:45 on Thurs with a friend ,camera's and cell phones recording all. He did not want to dicuss but rather make a big production on the lot at our busiest time of the day while we had customers picking up there cars. Pete tried to talk to Mr. [redacted] but really couldnt get anywhere and yes eventually they had to be asked to leave by the police because they refused to leave the premisses when asked by management. This was unfortunate but he was being unreasonable.
OFFER:
We did the services he paid for and there is really nothing else to offer to the customer at this time. He recieved a high speed polish for over 1/2 off with the Protect a Shine.The Protect a Shine is a Paint coating which is applid to the paint and has bonded with it and will last 8-14 months depending on how he cares for it. This is a service cannot be refunded.

Initial Business Response /* (1000, 5, 2016/01/12) */
Contact Name and Title: Dianne [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@bart1.com
Mr. [redacted] is a customer and did purchase a Protection Package on his 2006 Impala in Sept of 2008. He also purchased a remote start with a lifetime...

warranty on the system. The Protection Package came with a service contract that allowed him to come in and renew annually. We saw him back 10/20/2009, again on 2/04/2015, & then on 12/29/2015.. We did a quote for him on 1/04/2015 which I believe is were the mix up is and the confusion comes into play. He seems to think he came in twice in a 5 day time frame but they are not both invoices one is a quote only (1/4/15). Our Diamond Gloss is a sealant that bonds with the clear coat and protects it from all corrosive elements. He seems to be having a clear coat issue from the factory, and when we tried to explain to him he didn't agree/ understand. He called the sales associate a liar didn't want to listen to reason, so that's when he was asked to leave and they would have to agree to disagree. In between the 6 years we didn't see the car it might have been able to have been protected but not sure if we could have helped. We detail and clean cars not damage them but we can only work with what we have. We're not a body shop and cannot restore paint. Most the time we can talk/ explain but he would not listen ,just was very insulting, so Douglas fixed his remote start at no charge, Updated his rustproofing and then sent him on his way without touching his paint this year. I can also send a copy of his history so you can see the 4 invoices he has paid for on his 2006 Impala. The car was processed as a used vehicle so therefor did not qualify for a warranty. Nor was it in every year for maintenance. Thanks, Dianne
OFFER:
I'm sorry Mr. [redacted] that we could not exceed your expectations. And also apologize if my staff offended you in any way. We will continue to service your Rust protection as needed and any of your remote start issues you might encounter under warranty at our Ft. Wayne location. We will just not work on or continue the exterior service on your paint from now on just like we tried to explain when you were here on 12/29/15. Sincerely, Dianne [redacted] (Manager) Again, the 1/4/15 was just a quote not a paid invoice please look at your copy closely.
Initial Consumer Rebuttal /* (3000, 8, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do thank the manager for her apology that if the staff offended me in any way.
However; as I have stated, your sales associate made a premature "promise" concerning paint damage to my trunk area to my 2006 Chevrolet Impala on 12/29/2015 service date. The "promise" is that Zeibart did not do any paint damage to my car. This "promise" of Zeibart not causing the paint damage was immediate and without inspection to my paint damage, being defensive. I explained to the sales associate that there was no paint damage to my car previous to Zeibart's work and when I picked up the car-there was paint damage. I am more than offended. This questions my integrity. And that is simply not acceptable.
Final Business Response /* (4000, 10, 2016/02/04) */
Dear Mr. [redacted] again, I am sorry for the misunderstanding, but there is nothing we can do for you. Douglas did walk around the car and do a vehicle condition report when you dropped off the vehicle. He also asked why you left the lot in 2015 with paint missing if you thought we did it and or waited a year to bring to our attention. We're here to protect cars and also to advise customers of issues ,but we can't address them if we don't know about them after the fact. He said it is definitely a paint defect/ problem and not in any way related to our Diamond gloss application. We did what we should have and no longer do your exterior until you get it fixed and then we will reapply the Diamond Gloss at no charge for you at that time. It is reg. 449.99 but we will waive that if you ever get it fixed/ repainted. Sincerely, Dianne ( Manager- Ziebart of Ft. Wayne)

Initial Business Response /* (1000, 5, 2017/10/11) */
We are sorry to hear that you had an unpleasant experience with one of our locations, but we will not be issuing a refund for the services provided. As offered at the time of pick up, we will be happy to set up arrangements at your convenience...

to bring the vehicle in during business hours. At that time we can put the vehicle on the lift and go over everything with you so we can be sure to address any concerns you have. Unfortunately, since the vehicle was picked up after hours, our technicians had gone home for the day. Otherwise, we could have tried to resolve these issues at that time.