Ziebart Rochester

Revdex.com spoke to Zach at business and the following was relayed: We did offer to give the customer a full refund for what she had paidWe are not willing to pay for an issue that the customer has addressed elsewhere without us having the opportunity to inspect the issue ourselvesThere is no correlation between the two devices

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I know I should have gave you an answer before this I am sorryI do not have the energy to think about this business any more I causes me a lot of stress and is not good for people with cancerI guess it is okay for this company to continue to do an awful job on a car steal money and take things out of a car's glove compartmentI never had gray stuff coming out of my seatsI never had that before and I have more rust on my car then I ever hadThey will keep doing the worst job ever and get away with itKarma is a just thing they will keep doing the same thing till they run into someone with more energy than meI am and want to live a little longer without stress Regards, [redacted]

BBB spoke to Zachary at business and the following was relayed: Business believes issue to be unrelated to rustproofing of whether area had been rustproofed or missed. Business has suggested consumer take vehicle to be inspected by a 3rd party body shop, one that is reputable and knowledgeable. Business believes issue is due to physical damage but if 3rd Party inspects and determines otherwise, they will repair the vehicle at one of their body shops. BBB is asking consumer to find body shop names to present to business for both consumer and business to agree on prior to vehicle being inspected.

Mr [redacted] arrived to the store and informed us that he had a rust claimThe General Manager, Eric P(GM), walks out with the customer to evaluate the vehicleMr [redacted] shows the GM the rust on the driver side fender / bumper areaThe GM inspects the rust with a flashlight and examines the interior panels GM shows customer that there is no rust on the inside of the panel and explained to Mr [redacted] that the rust was not caused by rust from the inside out (covered under warranty) but rather from physical damage from the fender rubbing against the bumper overtimeThe warranty Mr [redacted] purchased is exclusively for rust from the inside out, and not for rust caused by physical damage such as panels rubbing and any other physical damage (stone chips, previous body work, etc.)This information is explained in the warranty Mr [redacted] receivedMr [redacted] then asked why we didn’t apply protection to the inside panel properly, GM apologized for the poor application, offered to reapply, and explained to Mr [redacted] that if he had rust from the inside out, he would be covered under warranty, even if the application was not properHowever, in this case, the vehicle is not rusting from the inside out, but rather from physical damage, and for this reason Mr [redacted] 's warranty does not apply We offered to discuss further and provide alternative solutions but the customer left Please feel free to contact me with any further questionsI would be happy to assist in anyway possibleThank you, Zachary *M###-###-#### Senior Vice President Ziebart | Rochester Group

Revdex.com spoke to Zachary at business and the following was relayed: We are going to agree to the customer's resolution and reprocess the vehicle, have it properly inspected after, and refund the customer 1/of the $I am the Vice President of the company and the customer can contact throughout the
process.Zachary M ###-###-####, prompt #* and ask for Zachary

I plan on taking it to a body shop, so I can get proof it was not done by stone chips, I will be taking pictures, please give me a couple days, Im working long hrs this week

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Mind you, I'll also try to be more careful dealing with them in the futureIt remains an expensive lesson on the necessity of saying "no" to services you don't actually want, so that they don't end up on the invoice in the first place.
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I will never use said business again or recommend it to anyone due to my terrible experience
Regards,
*** ***

Ziebart
is pleased to provide the following updateAfter speaking with our customer, we
have decided to honor his request for a refund of $1,
We processed a full credit on 10/16/Our customer was happy with this
resolution
This
customer has been a good customer of Ziebart for
some time now, and we welcome them
back in the future for the annual no charge Rust Protection service
Thank you

spoke to customer just today and he is very happy we corrected the problem feel free to call him any question feel free to call me ###-###-####

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

Revdex.com spoke to Zach at business and the following was relayed: We refunded the customer the full amount and issue has been resolved.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Mr. [redacted] arrived to the store and informed us that he had a rust claim. The General Manager, Eric P. (GM), walks out with the customer to evaluate
the vehicle. Mr. [redacted] shows the GM the rust on the driver side fender / bumper area. The GM inspects the...

rust with a flashlight and examines the interior panels. 
GM shows customer that there is no rust on the inside of
the panel and explained to Mr. [redacted] that the rust was not caused by rust from the inside out (covered under warranty) but rather from physical damage from the fender rubbing against the bumper overtime. The warranty Mr. [redacted] purchased is exclusively for rust from the inside out, and not for rust caused by physical damage such as panels rubbing and any other physical damage (stone chips, previous body work, etc.). This information is explained in the warranty Mr. [redacted] received. Mr. [redacted] then asked why we didn’t apply protection to the inside panel properly, GM apologized for the poor
application, offered to reapply, and explained to Mr. [redacted] that if he had rust from the inside out, he would be covered under warranty, even if the application was not proper. However, in this case, the vehicle is not rusting from the inside out, but rather from physical damage, and for this reason Mr. [redacted]'s warranty does not apply.
 
We offered to discuss further and provide alternative solutions but the customer left.
 
Please feel free to contact me with any further questions. I would be happy to assist in anyway possible. Thank you, Zachary *. M. ###-###-#### Senior Vice President Ziebart | Rochester Group

In response to the attached complaint for customer Mr. [redacted]. The rust Mr. [redacted] is referring to is rust caused by stone chips. It is very common for a stone to chip a vehicles paint, and then for oxidation and eventually rust to form if not repainted or touched-up. Our warranty does not...

cover rust from physical damage (i.e. stone chips, car accidents, etc.). Our warranty only covers rust through, defined as rust from the inside of a panel to the outside. In these types of situations we are more than happy to work out an agreement where we provide a wholesale price at one of our partner body shops to get this fixed, but unfortunately, it is not covered under the warranty. If you have any questions regarding [redacted]s warranty, or this complaint please feel free to reach out to me and I'd be happy to discuss this further. Thank you, Zachary M. Ziebart Rochester Group Sr. Vice President

Revdex.com spoke to Zachary at business and the following was relayed: Business believes issue to be unrelated to rustproofing of whether area had been rustproofed or missed. Business has suggested consumer take vehicle to be inspected by a 3rd party body shop, one that is reputable and knowledgeable. Business believes issue is due to physical damage but if 3rd Party inspects and determines otherwise, they will repair the vehicle at one of their body shops. Revdex.com is asking consumer to find body shop names to present to business for both consumer and business to agree on prior to vehicle being inspected.

[redacted] came into our store at 12:15pm on 3-19-16. He dealt with Eric M. and he was inquiring about a car alarm system. [redacted] has a 1994 [redacted]. He came in because he said he was having a problem with people in the city stealing his audio systems. The vehicle doesn’t have functioning door...

locks in which Eric M. tried to sell him to resolve that issue for $250, but the customer declined. His shock sensor was installed Saturday the 19th. We delivered the vehicle to the customer that afternoon. [redacted] said he didn’t have time to go over how it worked and said he just needs his keys. So we were never able to show him how it worked. The customer came in the on 3-21-16 stating his system was stolen the night of 3-19-16 and his alarm never went off. Eric P. (GM) talked to the customer and when the customer showed Eric P. how he alarmed his vehicle he was hitting the unlock button. Eric P. informed the customer that you have to push the lock button to alarm the vehicle. Finally after yelling and screaming in the show room saying they were going to sue us for their loses, Eric P. took the key fobs and armed the system, waited approximately 5 minutes and then shook the vehicle and the alarm went off. The customer tried it again himself and couldn’t get it to work. The shock sensor has a dial setting for sensitivity on it and we set them at 6 every time. When Eric P. looked at it in our parking lot it was turned up to 10, max sensitivity. We don’t turn it that high because we know as professionals that if it’s that high it will be too sensitive to calibrate itself and arm. The sensor that has the dial on it hangs in visible sight at the dash. This dial was changed after we installed the system. We ended up un-installing the unit and refunding the customers money. In addition to this, while we were uninstalling the unit we looked at his wires in the rear of the blazer, we saw that none of his wires were cut anywhere. The thieves must have professionally uninstalled the system rather than cutting the wires (this is a time consuming process). In addition to that, the professional thieves left behind a set of 10” subs and an amp. They only took one system, not both that were in there, someone going through the trouble of stealing a system will most likely take both.

Revdex.com spoke to Zach at business and the following was relayed: We did offer to give the customer a full refund for what she had paid. We are not willing to pay for an issue that the customer has addressed elsewhere without us having the opportunity to inspect the issue ourselves. There is no...

correlation between the two devices.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I know I should have gave you an answer before this I am sorry. I do not have the energy to think about this business any more I causes me a lot of stress and is not good for people with cancer. I guess it is okay for this company to continue to do an awful job on a car steal money and take things out of a car's glove compartment. I never had gray stuff coming out of my seats. I never had that before and I have more rust on my car then I ever had. They will keep doing the worst job ever and get away with it. Karma is a just thing they will keep doing the same thing till they run into someone with more energy than me. I am 80 and want to live a little longer without stress.
Regards,
[redacted]

I have spoken with the General Manager in detail before responding to ensure I had all the information correct. The invoice number [redacted] is referring to is [redacted] and was processed on 6/30/2015 (approaching one year). The services rendered were the Gold Shield Protection Package (Rust...

Protection, Undercoating, Diamond Gloss, Fabric Protection, and Glass Treatment), High Performance Window Tint, and Headlight Restoration. Unfortunately we are not able to process a refund in the amount requested as it has been just about a year since the service was rendered, however, we will be happy to reprocess her entire vehicle to her satisfaction. This would include a complete interior and exterior detailing and a reprocess of the undercoating. Please contact Paul S., General Manager at Ziebart Canandaigua for the free reprocess, ###-###-####. Thank you.