Complaints

This profile includes complaints for Zurich North America's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Zurich North America

  1299 Zurich Way Schaumburg, IL 60196-5870

  
• 

  Zurich North America

  PO Box 14560 Baton Rouge, LA 70898-4560

• 

  Zurich in North America

  500 Enterprise Dr Ste 4B Rocky Hill, CT 06067-3913

• 

  Zurich North America

  100 Concourse Pkwy Hoover, AL 35244-1881

• 

  Zurich North America

  221 Bolivar St Jefferson Cty, MO 65101-1574

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a car accident on aug 18, 2023. The guy who hit me was driving a ****** machinery company truck. With insurance coverage by Zurich American Insurance Company. I reported the accident to my insurance company and the process of repairs on my car started.My car got fixed but I had to pay $778.51 out of pocket to have it released. The charge was towards additional material and labor fees that my insurance company didnt cover. But I had to pay in order to get my car released from the body shop. The ****** machinery company and its insurance company Zurich are responsible and should reimburse me.************************* from Zurich is denying any payment and saying unfortunately we would be unable to cover these charges My Zurich claim # is ********** I am so frustrated and dont know what to do. Please advise me. Thank you so much for your support.***************************

  

  Business Response

  Date: 12/08/2023

  Please see attached. 

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20928665
  
  I am rejecting this response because:
  Good morning ******************,
  Just a reminder that have you reviewed the invoice yet?  I havent heard from you.
  
  Thanks so your attention on this matter,
  ***************************

  

  Business Response

  Date: 12/29/2023

  See attached,. Thank you

  Customer Answer

  Date: 12/29/2023

   
  Complaint: 20928665
  
  I am rejecting this response because:

  The driver who caused the accident and the damages to my car and his insurance company, Zurich are responsible to cover my car repair expenses.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/02/2024

  Good afternoon,

   

  Please see the attached response to your 12/29/2023 update.

   

  Thank you.

   

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

  Team Manager, Liability Claims/Auto

   

   

  	Zurich North America
  	**************
  	Call or Text: ************
  	******************************************************

   

  
  

   

  American Zurich Insurance Company

• Initial Complaint

  Date:11/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a claim for reimbursement that should have been covered under my protection/insurance plan back in July of 2023. They requested more info to come directly from the body shop that completed the work which was provided late August or possibly early September. I finally received a call back last week. The phone number they left to call did not have enough digits. No answer when I call general number and I have to wait for a call back. When the call back comes in hours later, all that happens is a message saying the call cant be completed. I simply want to be reimbursed for the repairs my plan is supposed to cover.

  Customer Answer

  Date: 11/28/2023

  I did not include a reference number with my initial submission. The claim from the provider should be easily found with **************** HG488554".

  
  

  My initial request for reimbursement was actually on June 12, 2023. I believe in my submission I stated July. 

  
  

  If there is any other pertinent information needed please let me know.

  
  

  Thank you,

  
  

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

  

  Business Response

  Date: 12/11/2023

  Please see attached. 

• Initial Complaint

  Date:11/26/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2018 ********** autlander, it was financed by ************** GAP insurance was taken out in the financing by Zurich North America, I sold the vehicle before the end of the contract on September 30th, I received the letter of discharge of the vehicle financing, so I requested the cancellation of the zurich GAP, so I've been there for almost 1 year and they haven't returned my refund, I need help and I have emails and documents to prove what I'm reporting here! and I tried at all times to resolve the problem, I am sending all the documents

  

  Business Response

  Date: 12/08/2023

  Please see attached response. Thank you

• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is regarding claim number c004529471. I brought my *** to my mechanic due to a knocking noise during the pandemic in 2021. It ended up needing a replacement engine and there were no engines available through ***. Zurich called both me and my mechanic and said their only option was sourcing a used engine. I wasnt very happy because my engine blew with only about ****** miles on it and all the engine options were in that same range. We decided on the lowest mileage one. Upon receiving the motor which Zurich sourced from Midway auto in ****** my mechanic noted the engine looked a lot more worn than the miles they claimed were on the engine. Upon speaking to Zurich thereafter they assured me that there was still a year warranty on the new engine so I would be protected if it had a premature failure. Well I went to pick up my car and didnt even make it 5 blocks before i started hearing noises. My mechanic instructed me to leave it right there approximately 5 blocks from his shop and he came and towed it back. The 'new' engine had failed! We called Zurich and they directed us to Midway auto. Midway started the claims process but asked for pictures which myself and my mechanic sent. They then said they need pictures of the heat tab to make sure it wasnt overheated. There were no heat tabs on the engine!! 1) I had only driven the car 5 blocks 2) ******************* at Midway told me they regularly send engines out without heat tabs and this was most likely the case in mine because they bought the engine from an outside vendor! So I was stuck at this point in the process because they were asking for pictures of heat tabs that didnt exist. I called Zurich because Zurich is who my dealer recommended, Zurich is who I trusted, Zurich is who I paid , Zurich has given me the run around for almost a year!! I spoken to ******************, and dozens of others and have not received 1 call back despite everyone saying they would. This has caused an extreme hardship!

  

  Business Response

  Date: 11/21/2023

  Hello,

   

  Thank you for taking the time to write to us. We were unable to identify that claim number in our system. If you *** please provide us with who the Claims company was? We often work with third-party claims administrators that handle our claims for us. If you *** please take a look at any paperwork or correspondence that *** have the name (ACM claims, Sedgewick, etc are some examples). Once we have this we wil properly be able to identify the case so that we can further assist. Thank you

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20894391
  
  I am rejecting this response because:

  I would not know if the claim was handled by a 3rd party as I can not get a hold of Zurich to confirm.  Every time I call now it is an hour plus wait and it hangs up before someone answers.  MY POLICY NUMBER WAS PV07299509 and the was only one claim on the account.  I am attaching a copy of the initial purchase receipt as well as the sample contract which was given and the service contract provider is listed as ZURICH, the phone number listed on the policy also matches zurich north america phone number found on the website which is ************** which is incredibly hard to get through to.

  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/01/2023

  See attached for our response, thank you.

  Customer Answer

  Date: 12/04/2023

   
  Complaint: 20894391
  
  I am rejecting this response because:

  Zurichs response is both inaccurate and irrelevant.

  #1: There was no 'end of contract' warranty. That is not a thing.  I was told 1 year and ***** miles from both Zurich and Midway.  I challenge Zurich to provide ANYTHING in writing stating otherwise. End of contract warranty also makes no sense because all parts would have an inherent 'end of contract' warrant because you carry a warranty. Thats a silly statement. The 1 year warranty is what they use to deliver peace of mind they are not replacing your engine with a junk engine that will fail right after being put in.  Like this one did.

  #2:The response states I called Zurich on February 9th stating I had an issue.  That is correct . But I also spoke with **** on Thursday November 3rd 2022, and  on Friday September 9th before that regarding the same situation and was told both times I would get a call back after they look into it but Midway was responsible for replacing. I(I paid Zurich not Midway) 

  #3 ****** called me on receipt of the engine and his words were not 'the engine looked good;, they were the opposite.  He stated it didnt look like a 50k engine. If you'd like to provide a recording of otherwise id be happy to hear it but I have a written statement from ****** that verifies that statement as well.  Even though how the engine looked is unimportant to this claim.

  #4  What point is there to mention When the claim was initially filed, when the engine was put in, when i cancelled the warranty, or the fact that the small shop doing the repair has not communicated as well as youve liked?? These are all irrelevant. 

  The only points that matter: The engine carried a year warranty which is the main reason I chose it from you over what ****** could have sourced,  The engine failed upon me picking up the car, failing to fulfil your obligation of sourcing a viable replacement part under the terms of the contract WE agreed on, I notified you and Midway before expiration of the warranty.  Neither Midway nor you have communicated until I filed this with the BBB and sent letter of intent to litigate,  Even now it seems like all excuses and not 'hey someone dropped the ball and its not acceptable for a business of our reputation to do that' . You mentioned ****** not communicating, but it is my car and not once have you guys reached out to me and said ****** is not communicating until now, not once have I received ANY update until now, not once have you taken ANY responsibility, even when your rep  **** called after I filed this complaint his words were "I thought we already took care of this second claim I had no idea it was still there"  so that tells me Zurich reps are not notating files when I call, not escalating when they claim to be, or just tried to wait it out to avoid responsibility.  I take meticulous notes and file recordings on every important interaction so this is not something I am willing to let go.  I work too hard for my money to add to Zurichs profit margins without a fair return of service.  The ONLY important facts are I paid you for a service,  I filed a claim , my car is still not running, and Zurich has been ZERO help so far.  

  I would like a refund of all money paid to you and I can resolve myself and you can wash your hands of this situation as you appear to want to do anyway.  At this point I am not asking for 100% rental reimbursement, depreciation of vehicle, loss of work, any inconvenience that was caused by Midway and Zurichs lack of communication, new car purchase price, or court costs and any related legal fees. Just a refund. I would assume that would be the easier avenue for you as a company to maintain your reputation as well.

   

  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 12/04/2023

   
  Complaint: 20894391
  
  I am rejecting this response because:

  Zurichs response is both inaccurate and irrelevant.

  #1: There was no 'end of contract' warranty. That is not a thing.  I was told 1 year and ***** miles from both Zurich and Midway.  I challenge Zurich to provide ANYTHING in writing stating otherwise. End of contract warranty also makes no sense because all parts would have an inherent 'end of contract' warrant because you carry a warranty. Thats a silly statement. The 1 year warranty is what they use to deliver peace of mind they are not replacing your engine with a junk engine that will fail right after being put in.  Like this one did.

  #2:The response states I called Zurich on February 9th stating I had an issue.  That is correct . But I also spoke with **** on Thursday November 3rd 2022, and  on Friday September 9th before that regarding the same situation and was told both times I would get a call back after they look into it but Midway was responsible for replacing. I(I paid Zurich not Midway) 

  #3 ****** called me on receipt of the engine and his words were not 'the engine looked good;, they were the opposite.  He stated it didnt look like a 50k engine. If you'd like to provide a recording of otherwise id be happy to hear it but I have a written statement from ****** that verifies that statement as well.  Even though how the engine looked is unimportant to this claim.

  #4  What point is there to mention When the claim was initially filed, when the engine was put in, when i cancelled the warranty, or the fact that the small shop doing the repair has not communicated as well as youve liked?? These are all irrelevant. 

  The only points that matter: The engine carried a year warranty which is the main reason I chose it from you over what ****** could have sourced,  The engine failed upon me picking up the car, failing to fulfil your obligation of sourcing a viable replacement part under the terms of the contract WE agreed on, I notified you and Midway before expiration of the warranty.  Neither Midway nor you have communicated until I filed this with the BBB and sent letter of intent to litigate,  Even now it seems like all excuses and not 'hey someone dropped the ball and its not acceptable for a business of our reputation to do that' . You mentioned ****** not communicating, but it is my car and not once have you guys reached out to me and said ****** is not communicating until now, not once have I received ANY update until now, not once have you taken ANY responsibility, even when your rep  **** called after I filed this complaint his words were "I thought we already took care of this second claim I had no idea it was still there"  so that tells me Zurich reps are not notating files when I call, not escalating when they claim to be, or just tried to wait it out to avoid responsibility.  I take meticulous notes and file recordings on every important interaction so this is not something I am willing to let go.  I work too hard for my money to add to Zurichs profit margins without a fair return of service.  The ONLY important facts are I paid you for a service,  I filed a claim , my car is still not running, and Zurich has been ZERO help so far.  

  I would like a refund of all money paid to you and I can resolve myself and you can wash your hands of this situation as you appear to want to do anyway.  At this point I am not asking for 100% rental reimbursement, depreciation of vehicle, loss of work, any inconvenience that was caused by Midway and Zurichs lack of communication, new car purchase price, or court costs and any related legal fees. Just a refund. I would assume that would be the easier avenue for you as a company to maintain your reputation as well.

   

  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/08/2023

  response uploaded

  Customer Answer

  Date: 12/15/2023

   
  Complaint: 20894391
  
  I am rejecting this response because:

  To whom it may concern,

  I will re-iterate your dates are incorrect. The claim open date with Midway, several correspondence with myself, ***, to Midway, to Zurich, my phone records, recordings, etc all prove otherwise.

  Please note:  I ONLY INVOLVED ZURICH WHEN IT WAS CLEAR WE WERE GETTING NOWHERE WITH MIDWAY.  But even that was well before your timeline.  To understand this all you have to do is look at the claim date from Midway.  My argument is not that my car should be warrantied past when I ended my warranty.  My argument is if I pay Zurich for a warranty, and Zurich sources a part from Midway, and Zurich explains that the warranty comes with a year warranty from Midway, then Zurich should be extremely upset that one of its vendors is not honoring its warranty to ZURICH'S customer, and ultimately ********************** is liable.  I did not entrust Midway, I don't know them from ****.  And every time I called Zurich I was pushed toward Midway.

  In a perfect world Midway would have handled the claim without Zurichs involvement but the world is not perfect and they did not.  If Midway had a warranty company I would never have chosen them.  For the same reason I avoided carshield, endurance, and everyone else like them.  Zurich is supposed to be better than the fly by nights.

  So please stop responding with generic dates that are 1 incorrect and 2 mean nothing.  The claim was filed well within the expressed warranty. The car was not driven by me between the engine being installed and me picking up the car and the engine failing. The car has barely any miles added since the engine was replaced as your adjuster will inform you when he looks at the car.  And this back and forth is quite honestly unbelievable.  

  I have a very small business and if someone calls me to use my business I am grateful for the trust factor.  If i tell my customer I am using part *** on an install and that part fails I would be racing out the door to replace said part because the customer did not call *** **********************, they did not trust *** company, and they did not pay *** company.  They paid me.  Furthermore I would think twice before using *** companys product in the future if they did not stand behind their product. This is a matter of integrity and holding your vendors accountable for the sake of your customers and your reputation.

  Lastly for the sake of avoiding redundancy, I attached a bill from rps from last November where the owner noted speaking to ***** from Zurich (my personal info redacted at top for privacy). Again, it is not my fault if Zurich agents did not note when I called but I keep plenty of notes/recordings emails. And again **** your last agent who called last month even acknowledged knowing there was a problem with the replacement engine but thought it had been resolved. The 'we didnt know before your warranty ran out' excuse is not valid. If I have to upload every recording I have to the BBB for you to acknowledge I will continue the route I was intending to go.

  However, Zurich authorized an adjuster so I will continue to be as patient as I have been to see the final decision on your part before taking next steps.  

  Lets please have a resolution before responding back because this back and forth is not achieving anything and it is taking a lot time I hold dear to continue this. Please reply after assessment from adjuster and you have come to a decision so I can move on with next steps hopefully getting my car repaired finally or continuing to pursue my money I invested in a warranty.

  Thanks in advance.

  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/22/2023

  response attached

  Customer Answer

  Date: 01/01/2024

   
  Complaint: 20894391
  
  I am rejecting this response because:
  

  This is acceptable. Thank you. I am just awaiting details from **** and this resolution will be satisfactory.

  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/08/2024

  See attached, thank you.

• Initial Complaint

  Date:11/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an extended drivetrain warranty when I got my 2006 ****** pathfinder about 5 months ago. I recently started having power issues and a p1754 code came up. That is the input clutch solenoid valve. So I check the radiator fluid and its fine and I check the transmission fluid and its fine no so called pink milk shake. After the immediate check my fluid I took it to have the transmission serviced at a ********** where they did a transmission service. Nothing came up out of the ordinary so I brought it to the shop. Now the dealership is telling me my radiator leaked into the transmission and ruined both. This is a lie because another shop checked it and when I got there I went and checked both my radiator fluid and transmission fluid and both were fine no pink milk shake to be seen. When I confronted the dealership about it they said Zurich sent out a technician and they checked my fluid and it was contaminated and because the radiator leaked into my transmission and broke it I am not covered and have to pay **** for a new radiator and transmission. Now I confronted the dealership about it and asked that they show me the pink milkshake and they wouldnt and when I asked to see the test sample they took they couldnt find it and refused to help me. If both my transmission fluid looks normal and my radiator fluid is the normal green there is no cross contamination. The Zurich technician or whoever they sent out plainly lied so they dont have to honor the drivetrain warranty. I have video evidence of no cross contamination. They are either being lazy or lying so they dont have to honor the warranty. The dealership was no help I dont know if they are working with Zurich but after I told them they were lying and offered to show them they refused. I am going to contact Zurich about a second opinion and if they dont help me Im going to speak to a lawyer and speak to the local news about how they want to s**** a veteran during Veterans Day weekends.

  

  Business Response

  Date: 11/28/2023

  See attached for our response.

• Initial Complaint

  Date:11/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ticket with ******* Airlines traveling from *******, ***** to ****** ********. I am a professional fighter and I stretch first thing every morning as told to by my doctor and therapist. One morning a couple days before my flight I over stretched very badly and ended up injuring my hamstring. I couldnt sit nor walk. I purchased travel insurance and knew I could just reschedule the flight for a later date depending on what my doctor prescribed as far as a time to recover. I called the airline, ******* Airlines and when I told them Id like to reschedule the flight they told me I could not reschedule and I had two options. Pay $433 to change the flight which is a third of the ticket or cancel the flight. After calling Zurich travel they instructed me to cancel the flight I order for them to take action in refunding me because I purchased travel insurance. I called ******* airlines back and canceled the flight just as I had been told to do by Zurich travel. I then with the process of filing a claim. Im the end they say because I was stretching and my profession of being a fighter it is considered an extreme sport and it is not covered under section 5. I was STRETCHING. There was nothing extreme other than me literally sitting down, locking my legs out and touching my toes. I have been told to do this cold, first thing in the morning by my doctor *************************** who signed the claim I filed and physiotherapist ***********************. There was nothing extreme I did. I was simply stretching to maintain mobility as I age which I have been told to do by medical professionals.

  

  Business Response

  Date: 11/27/2023

  Please see attached response.

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20862856
  
  I am rejecting this response because: Simply  I paid for travel insurance and suffered an unexpected injury which prevented from traveling under my doctors orders. I was not playing any sport nor extreme sport. I overstretched while stretching was prescribed by my physical therapist and doctor and suffered an injury. I paid $1278.00 for the flight to ****** ******** and because I purchased travel insurance I should be reimbursed for buying the ticket and not being able to travel. Fair is fair. It seems the travel insurance works with the airline company. Im not sure if they are under the same corporation but the two entities make it difficult to get paperwork to show and prove all. On top of them taking weeks to respond. I AM REJECTING ANYTHING OTHER THEN MY FULL REFUND BECAUSE I BOUGHT TRAVEL INSURANCE AS I ALWAYS DO. If I dont get a refund then what is the purpose of travel insurance. Its a false advertisement and I will pursue further legal action because airlines and these insurance companies no longer value customers. Its all overpriced and underserved. If the insurance company does not want to follow through on their responsibility of refunding the amount of my ticket which is shown in the files I sent then here we go because I will not stop until I get whats right.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 12/08/2023

  Please see attached follow up letter. Thank you

  Customer Answer

  Date: 12/15/2023

   
  Complaint: 20862856
  
  I am rejecting this response because: I have NOT received payment nor refund in the amount of $1278.00 for my cancelled flight to ******, ******** with ******* Airlines, my flight was insured by Zurich travel and ******. I will closed this case after either my credit card is credited the amount or I received payment in the form of check or transfer.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a used vehicle from ****** in *******, ******** with ****** miles on it, in Sept. 2020. Encouraged to purchase a warrantee to cover bumper to bumper coverage . In Feb.2022 I began to experience a problem { bad odor} inside cab & upon starting the vehicle, Took it to ****** believing they would service the vehicle. Quote// we ****t have anyone here to address that problem// you'll have to take the vehicle to a certified jeep dealer un- quote. Took the vehicle to ****** in *******, ******** with the warranty & told they **** accept the warranty because they ****t pay. So along with the cost of the policy and out of pocket expense for repairs I am asking for a refund of $5,000

  

  Business Response

  Date: 12/05/2023

  Additional information response uploaded

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20856715
  
  I am rejecting this response because: I was not able to use this policy in the town I live. I was told by a Jeep dealership in ******* the warranty I purchased  was not accepted by their company because they didn't pay. I had to take the vehicle out of my geographical region to have the vehicle worked on and provide a vehicle while mine was being repaired. This not only happened once but twice and now being told the warranty has expired. Respectfully asking for a total sum of the policy. the vehicle only has a little over 50 thousand miles. ****** the car with close to 39, thousand miles. ** 3 years I should have never had these issues let alone having a warranty that is worthless.
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 12/19/2023

  Hello,

   

  We are emailing in regards to complaint #********. At this time, we are asking for 1 final week extension. Our team typically answers all complaints in the allotted amount of time however this particular case requires a few additional days. Please reply and let us know if we may be granted this extension for 12/26/2023, thank you.

  

  Business Response

  Date: 12/19/2023

  See attached for our response. 

• Initial Complaint

  Date:11/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car from ************ and got a warranty contract with *************************** having issues getting something fixed that shoulda been covered under warranty but they seem to blame me for the problem with throwing at me its maintenance I dont think $8,000 maintenance should be a thing on a used car that I only paid $17,000 for. So therefor the car should be totaled out with more than half of the value of the care my maintenance bill is and I have owned the car since 12/22/22 havent drove it since I bought the car the issues occurred in mid summer season didnt even put **** miles on the car for it to be considered a maintenance issue

  

  Business Response

  Date: 11/21/2023

  Response uploaded

  Customer Answer

  Date: 11/21/2023

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hit a pothole in ****** ******** over 3 weeks ago. Jeep towed ** to the wrong dealership and Zurich was called immediately. The car was then towed again by AAA to the right dealership in *************. ***************** in ********* sent pictures and everything to Zurich and then called me weeks after to tell me they are not responding. Meanwhile I need 1 wheel and 2 tires and I was told Zurich is not responding. I'm working with ***** from the service department at ****** in *********/******** *************.

  

  Business Response

  Date: 11/15/2023

  Attached is our response. Thank you.

• Initial Complaint

  Date:11/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was presented a contract for extra insurance, the contract was never signed by myself of the person that was promoting the contract. My credit card was charged. Promises to return my money have resulted in delays. It is now six months out, the policy states that to cancel the policy and get a refund, you must send a letter in writing to Zurich North America. I did that back in Sept., the second letter was sent to them in Oct. The finally acknowledged that they got the letter in the end of Oct. beginning of Nov. Now they state that they have canceled the policy, but will not refund my money. They state that it has to be refunded my the dealership. All I want is my money refunded, the policy has never been used, it was never signed by myself or the person presenting the policy. I have asked Zurich North America kick this complaint to supervisory level. Zurich North America was paid, they issued the policy without signatures, they canceled the policy at my request, they refuse to refund my money at my request.

  

  Business Response

  Date: 11/17/2023

  Please see attached response that was sent to the complainant. Thank you