Complaints

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:03/09/2023

  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 called Crystal Fusion Technologies to file a claim. I didn't specify I was driving while it happened, and was never asked if I was driving or parked at the time. They asked what happened. I told them, when I turned my max ******* on a Crack came across my window. So they are asuming I was parked when it happened or that there was a chip previously. But would not tell me why, they would only tell me (with the information they have gotten it is not covered). Nothing was said about where, or what was happening at the time. Apparently with the information of I turned my max ******* on and me saying I don't know must have been a rock chip, they decided they were not going to cover the claim. So with out the information I was driving on a gravel road and met a car, turned my ******* on and my window cracked. FYI I live in northern ************ where yes sometimes it is so cold we need to turn the heat on our hands and feet then back to the window.

  Business Response

  Date: 03/09/2023

  As with all warranties, Crystal Fusion Technologies' warranty includes specific terms and conditions which must be met. The customer should be familiar with the terms and conditions as Crystal Fusion has processed 2 claims in the past for the customer. The Claims Supervisor did explain the reasons for denial on this particular claim, however the customer disagreed with his explanation.

  Crystal must adhere to the terms and conditions as set forth on the warranty. These forms are filed in every state with the Secretary of State and ********** of ********* for compliance.

  While we understand the customers frustration and displeasure, we are not able to cover the claim based on the information provided.

  Customer Answer

  Date: 03/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Crystal Fusion made there decision to deni my claim with no knowledge of if the vehicle was moving or not, and with what was happening in the surrounding environment ( driving on a gravel road, meting another vehicle and moments later after switching my heat to defrost, my window cracking). This was not just a coincidence. Yes I did say I don't know I'm guessing from a rock chip, (which I pulled over to look and is was a rock chip I'm  asuming was from the vehicle i had just met, again not just a coincidence) because I though I was having freindly conversation with someone and jokingly said it. When you met a vehicle on a gravel road and hear rocks hitting your vehicle and moments later the window cracks and you pull over and look and there is a rock chip where it started, well yeah I don't know I'm guessing from the rock chip I had just gotten minutes before. When you don't have a whole lot of time to sit on the phone to make a claim you try and make it short, but instead I had to talk to 3 different people, whom had already made up therein minds, with out knowing any of that information.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 03/20/2023

  While we understand the frustration, we must adhere to the terms and conditions of the warranty. Our management team has reviewed the claim again with all notes taken, and the claim will still remain denied as the original decision.

   

  It is very important for the customer to follow the steps necessary to continue coverage with the warranty for the remainder of the term. This information was verbally given to the customer as well as emailed.

  
  

• Initial Complaint

  Date:11/27/2022

  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.

  We purchased a new ****** and had Crystal Dusion install, which comes with chip repair. We were not informed of a 72 hr time frame to make a claim until after my wife had been dealing with both the ****** dealership and Crystal Fusion for over a week and being sent back and forth by both companies which finally ended up with Crystal Fusion saying it had to be filed within 72 hours. At this point, We want a full refund, since they cannot seem to even want to try to do anything by hassle my wife with details dealt out a little bit at a time over a week's timeframe. There is no call for this kind of irresponsible action when they have been paid for a service.

  Business Response

  Date: 11/28/2022

  We are sorry to hear of this confusion.

  The terms and conditions of the warranty are clearly stated on the reverse side of the warranty, which include the 72 hour window to file a claim. However, we have reviewed the claim information and it appears we were waiting on a photo of the damage, which was received Friday 11/25/2022. The claim has been approved for repair as we needed the photo to approve this claim. 

   

   

  Customer Answer

  Date: 11/28/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/25/2022

  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 the crystal fusion warranty from ************** when I bought my Car in May of 2021. The finance manager really sold me on the usefulness of the warranty, so I went ahead and purchased it. I was hoping to never need it, but since I frequently travel behind big trucks I ended up having a cracked windshield. I first noticed the large crack on 10/23/22. I thought to myself no problem I have a warranty for that. I tried calling that day but they are closed on the weekend, so I waited until Monday to call. On Monday (10/24/22) I called to inform them about what happened to start my claim. The employee (*****) was very rude while handling the claim. She asked for a specific date of incident, but I told her that I did not know the date as it had just appeared on my windshield. She kept pressured me for a specific date so I said it would have been 2 weeks ago I don't know. I was unaware of which incident caused the initial crack. It could have been from the previous few days when I got hit or from 2 weeks ago. I tried to explain that I frequently drive behind trucks on the daily that throw rocks that hit my windshield. All she heard was 2 weeks and quickly denied my claim in the most rude and condescending way possible. I was given the email of a supervisor (*******) and tried to explain myself to him but to no avail. I was met with the same nasty attitude and response as his employee. They do not honor the warranty and will look for anyway possible to get out of their obligation. I do NOT recommend this company. If you are offered their product/services, do not purchase it as they will not honor and fulfill the services promised.

  Business Response

  Date: 10/26/2022

  Crystal Fusion's warranty is a product warranty and not insurance. If the product fails to protect the windshield from damage, the windshield will either be repaired or replaced based on the warranty selected by the consumer. In this case the warranty was a replacement. Every contract and/or warranty have Terms and Conditions which must be met in order to validate a claim. The Crystal Fusion warranty clearly states in the Terms and Conditions that the claim must be called into our claims center within 72 hours of occurrence. In addition to this and other terms and conditions, the damage must have occurred while driving on a public highway or street.

  In regard to calling in our claims center "After hours". We have an automated message which states to either leave the information regarding the claim or you can easily go to our website at ******************* and file the claim 24 hours a day/7 days a week.

   

  While we understand the frustration, as the customer stated they were not given the paperwork by the dealership to understand the terms and conditions, we must follow the terms and conditions according to our insurer's guidelines. Not abiding by these guidelines would be committing fraud.

  Lastly, we explained to the customer that once they decide on how they are going to proceed with the repair, they will need to have the original rystal Fusion application re-applied in order to keep the warranty valid. This is important for a future claim if needed.

   

• Initial Complaint

  Date:08/19/2022

  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 Crystal Fusion coverage to protect my vehicle's windshield as it was recommended at the time of purchase at Jaguar/****************** in ******** in 2018. I had a windshield claim in 1/2019 and at that time Crystal Fusion processed my claim, I was sent to a local shop for the repair and then drove 1.5 hours each way to the dealership for them to re-apply the product which has to be done within 72 hours. The process was complete, the dealership affixed a sticker to the front windshield and I was told I had followed all of the required steps.I recently went on a road trip and had two large rock chips occur. I was told by ***** at Crystal Fusion that I needed a re-application form. I contacted my dealership who said that they never have had to complete this form, that they had placed the sticker inside the windshield which should have been sufficient after the re-application was done. ***** at Crystal Fusion sent me an application form via email for the service department at Jaguar/Land Rover to fill out and I also gave her the contact information and email of the service department. The form was filled out by the service manager and I returned this as requested by Crystal Fusion. I received an email that had said my claim was APPROVED. After receiving the form, Crystal Fusion said they WOULD NOT accept the new form because that specific form wasn't in use in 2019. Why did the ** rep send me the form for completion? I spent hours going round and round this past week and requested a call back from *******, a manager at **. He told me he had did not know why ** rep sent me the form and that they would not cover me as they didn't feel there was sufficient evidence of the re-application. I followed the instructions they gave me and they would not accept it. I have paid for this product coverage and they are not following through on their end.

  Business Response

  Date: 08/19/2022

  After reviewing the information provided by the consumer, we will contact the consumer and process the claim. This email sent from ***** wa an error on her part and should not have been sent. Based on the warranty terms, this claim was not approved. However, we made the error and will make it right.