Complaints

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

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• 

  Ziebart Rochester

  1505 Lyell Ave Rochester, NY 14606-2109

• 

  Ziebart Rochester

  2475 Route 332 Canandaigua, NY 14424

• 

  Ziebart Rochester

  311 W Main St Batavia, NY 14020-1307

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:12/31/2023

  Type:Product 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 purchased a used car and called Ziebart to do the undercoating. They had a Black Friday special and one of the employees, Jimmy, asked me to pay over the phone. I paid $860 on 11/27/23 by phone for an appointment the following week. On the same day, I called to cancel the transaction and the appointment because after researching, I was afraid that the undercoating may cause issues with my car’s remaining warranty, in case I ever needed to use the warranty. I was told I could cancel and be refunded. Since then, I’ve called many times, I’ve texted Jimmy, asking for a refund. They keep telling me they will refund and take my card information, but a month since, I still don’t have a refund. I didn’t want to file this claim but this is unacceptable at this point.

  Business Response

  Date: 01/02/2024

  Hello, we apologize for the delay in the refund. It is my understanding that the refund was issued last week. If you need further assistance please feel free let me know. 

  Thanks,

  Ziebart

  Customer Answer

  Date: 01/02/2024

  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. 
  
  
  
  Regards,
  
  
  ***** *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:09/23/2023

  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 purchased undercoating rust protection for our used 2015 ***** ********* in July of 2018 and have had inspected every year except this year. During our recent inspection of the truck we found substantial frame rust and a rust hole in the frame. Their warrantee clearing states a 10 year warrantee which we are well under. We will be repairing the frame at an estimated cost of $2000 which we believe ziebert should pay because the undercoating should have protected our trucks frame from rusting through the frame. That level of rust doesn’t happen in a short time frame and definitely not in the time that our annual inspection has lapsed. When my wife contacted the Henrietta office about the issue they said because it was a used vehicle they couldn’t warrantee their product. Which doesn’t make any sense as their warrantee and marketing states that is never too late to protect your vehicle from the potential of rust.

  Business Response

  Date: 09/26/2023

  Good morning, Mr. ***** vehicle was not eligible for a rust warranty when the services were purchased through ******* ****** in 2018.  The Vehicle was purchased with 69,000+ miles on it.  Our Used Rust warranty mileage eligibility requirement (which is only available through the dealer), is that the vehicle must have less than 42,000 miles on it and be less than 42 months old to be eligible.  In this case there is no warranty on the vehicle from rusting as it had seen the elements for too long prior to us servicing it.  We give free annual touch up's only to those that are not eligible for the warranty.   Thank you, Craig T***** General Manager ************
  
   

• Initial Complaint

  Date:08/21/2023

  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.

  My complaint is ziebart not honoring their contract to maintain my truck with regards to rust. I've been using Ziebart for many years on multiple vehicles. I have a rust protection contract on my 2013 Chevrolet Avalanche that I bring it in for yearly maintenance visit. Note if you miss one visit it voids the contract I've missed none. *** ******* ****y put the truck on a lift for inspection and found the rear differential had rusted. I brought it to Ziebart attention and had them repair it as per my order( see the invoice # 1). If they were performing the inspection it should have been found. I believe my truck is rusting out because they are not performing the service they are offering in there ads. They are quick to sell you something but when it comes to warrantee work they don't seem to care about honoring it because they don't make any money off it. The rust protection package says it protects your vehicle from salt, moisture, and other harsh elements. They are suppose to treat fenders, rocket panels, quarter panels, trunk, hoods, etc.
  I have proof with pictures. Example I just had my front right fender repaired by **** *********, Llc
  because the metal had rusted out because it was never treated,. (see invoice & photo #2) I Submitted the claim and invoice for payment
  4 weeks ago and they are giving me the runaround about getting my refund that they owe me. I followed all procedures and talked with sales manager who took pictures and told me to go ahead and get it fix they would take are of my refund $289.66
  receipt #3. Invoice # 0 shows Ziebart was suppose to scrape the frame and respray because the undercoating is falling off on my driveway and is still happening.

  Customer Answer

  Date: 08/28/2023

  I've been using Ziebart for 15 plus years starting at the Lyell Avenue location recently switched over to the Henrietta location. I switch because Ziebart on Lyell was too stressful and had to fight them to get them to honor their warrantee on products that they sold. Now there is more rust on the truck which I showed the sales manager Laron Fulmore the pictures (see photo #2 right fender. I gave him the invoice along with the photo and was told that initially it would take a week to process the claim but I kept getting the run around and still haven't received my claim check yet. I followed the procedures I was told to do and I keep getting the run around. I was told that Craig had to see the rust and was I available to bring the truck 2013 Chevrolet Avalanche so he could inspect the rust. Nobody has contacted me. This has been going on for over a month. Attached is the invoice receipt # 3. showing what I paid for fabrication work ( cutting old rusting metal out and weld new metal in). My frame is rusting and I've been complaining about it for some time started with Ziebart Lyell and they didn't do anything about it the did a very poor job. The rust proofing was dropping off in my driveway (see picture #1) so I switched to Ziebart in Henrietta to see if they could help. Craig told me that he would scrap the frame and recoat it but It didn't happen. The rustproofing is still dropping off the frame. If you look underneath the truck It is plain to see it hasn't been attended too. Ziebart seems to have a practice company wide of trying to sell you every product they make but doesn't honor their warrantee or work. You have to keep returning it to get the warrantee work done properly. In closing they need to be held accountable for the poor quality control or lack of quality control they seem to be satisfied with the negative affects on customer. See invoice #0 showing work never was done.
  

  Business Response

  Date: 08/28/2023

  Good morning!

  I spoke with Mr ******* this morning.  Although his warranty was expired on 2.15.2023, we will be issuing a reimbursement check to him in the amount of $289.66 out of good faith. The request for reimbursement has already been submitted.

  Thank you,

  Craig T*****

  General Manager

  [email protected]

   

• Initial Complaint

  Date:04/07/2023

  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 had two vehicles go to Ziebart Batavia location.
  2022 *** ****** ****** and 2021 ***** ***** **
  
  Service’s on the ***:
  - IGP Inner guard plus standard. (Interior protection)
  - Ziebart Glass Treatment.
  - Paint Correction
  - Rust protection & Undercoating (Rust Proofing)
  - Ceramic ZGloss
  Tesla :
  - Paint Correction
  - ZGloss ceramic coating
  - Rust Protection.
  
  *** Issues:
  Workmanship is terrible.
  Interior protection and detail was awful - Streaks everywhere on plastic, Seats had undercoating stains on them front and back. Vehicle had leaves on the inside.
  Undercoating overspray was everywhere - on the roof / inside rims / on the front of the rims/ all over different painted surfaces.
  Ceramic coating issues: had to go back multiple times as areas were skipped in hopes I wouldn’t notice. Roof was not coated, front grill wasn’t coated or washed - Ceramic coating was applied over dirt and bugs. Caused micro scratching through whole vehicle. On all black trim there seems to be white residue (from buffing) that wont come off. They ceramic coated over top.
  
  Tesla Issues:
  Paid for rust protection but can’t see anywhere except for bottom of the door panel. Was told that rust protection is sprayed through the vehicle (behind taillights , inside doors, inside rocker panels, under the hood etc.) there is no rust protect anywhere that I can find in any of those places except the one spot on the outside.
  
  Again Ceramic coating was terrible. Spots missed on the front bumper micro scratches throughout the vehicle.
  Coating has seemingly worn off over the course from October ‘ November till now.
  
  Both vehicles have a “haze” where you can see that the coating was not properly applied and wiped off basically leaving permanent streaks on the vehicle.
  
  I have been back several times to address these issues / each time I leave with more problems than solutions.
  They are unwilling to issue a refund and I don’t want to talk with them any longer as they are rude /unprofessional.

  Business Response

  Date: 04/11/2023

  Mr.  ****** purchased services to his vehicles on 11/17/22 which were completed. His invoice total was $6999.98 and we applied a $2999.98 discount for a final total of $4000.00.  He also received another credit of $600.00 on 11/22/22 making his total purchase price $3400.00.  That is $3599.98 in discounts and credits that were applied to his purchase.  Mr. ****** brought the vehicle back to the location on 12/12/22 to address some concerns he had.  Steve the General Manager called him on 12/13/22 and asked him what else needed to be done and his response was "I guess I don't know".  Steve told him to bring the vehicle in at his earliest convenience and that he and the Operations Manager would go over everything with him.  Mr. ****** said he would call him back when he knows for sure when he can bring it in.  Steve never received a call and the vehicle has never been brought back in to go over any concerns and allow us to remedy any concerns.  

  At this time, we ask that Mr. ****** contact Steve the General Manager at the location ###-###-#### to arrange to bring the vehicle in so that his concerns may be addressed.

• Initial Complaint

  Date:03/18/2023

  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.

  On 9/4/21 took my 2011 ********* into Henrietta Ziebart to get undercoating and standard diamond gloss. Undercoating had already been applied by previous truck owner. Paid 1080.00. When I dropped truck off everything was in working order. When I picked up truck the back camera was no longer working. Took truck back to Henrietta on 4/18/22 due to undercoating flaking off. They "cleaned" and reapplied the undercoating. On 9/22/22 took truck in for its yearly inspection. paid 106.92 for engine clean and rust eliminator. Again when I dropped truck off everything worked. When I picked it up check engine light came on and truck said low oil pressure turn off engine. When I called the guy said nothing they did caused that. I managed to get home after calling my husband who had to leave work to come get me and my kids. He lost over $1000.00 from lost overtime and work bonus. When we got check engine light scanned it came back as oil pressure sensor switch which is located on the backside of the engine. When I called and talked to manager the next day he did admit that they could have sprayed and gotten something in the sensor. He never offered to pay for a new sensor or anything. Took truck on 9/24/22 for yearly inspection and paid 2,169.70 for ceramic zgloss and paint correction, chip fix, and fender flares. Was told they would clean up rust and use rust eliminator before putting fender flares on. When I picked up truck there was still buffing compound on the door, more chips and scratches and bubbling paint than when I dropped it off. Spoke with a lady that said her family owns Ziebart and she would call me back...never did. Took truck to Batavia on 3/18/23 for yearly inspection. Picked up truck and AGAIN more chips and scratches and bubbles in paint that were not there when we dropped it off. Spoke with Steve and he admitted they did a horrible job and that they never cleaned up rust before putting on fender flares.

  Business Response

  Date: 03/20/2023

  Response from the Henrietta Location.  Craig T*****, General Manager: No complaint was ever filed at the location, but they performed the paint correction for free for her.  See attached invoice. This truck was hammered when it
  came in.  Nothing that we did caused any of this damage that she is
  stating and I was straight with them when I worked with them about that.
   She also failed to mention that I ordered her factory match paint and
  went back over the full exterior and did a full paint correction for her as a
  courtesy after the fact.  I have attached the invoice that I feel she
  intentionally left out to show that we helped her out.  Since October of
  last year there have been no concerns with her here. 

  Customer Answer

  Date: 03/23/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  I have attached photos to show what damage has been done by Ziebart. I also have pictures of the truck before we even took it to them the first time. I can submit those upon request if needed. I have circled on the photos where the damage is. I also was told by the salesmen that sold us the rust eliminator that they would clean up and use the rust eliminator on the wheel wells before putting the fender flares on. Steve at the Batavia location stated that Henrietta never did that and just put the fender flares on. I also attached a picture of the tailgate where the rust is already coming thru the black strip that is supposed to slow down and help prevent rusting. This is just 6 months after that strip was put on. I am looking to get back at least half of my money as I was told certain things would be done and they were not...i.e. the wheels wells before fender flares were installed. Also, the hassle of having to bring back the truck multiple times and having no vehicle all day. I live an hour away from Ziebart so it was extremely inconvenient. If the job had been done properly the first time I wouldn't have had to bring it back or file this complaint. 
  
  Regards, 
  
  ***** *******
   

  Business Response

  Date: 03/24/2023

  The work performed on this vehicle was done correctly,
  completely and up to our company standard.  The vehicle left both of the locations with no damage caused by the
  company on it.  We have already performed
  a paint correction service on this vehicle that was not warranted but we did it
  to satisfy the customer.  We are not
  willing to refund anything as the services were completed correctly and
  completely.  The customer may call the
  location to discuss if needed further but no money will be refunded.

• Initial Complaint

  Date:02/06/2023

  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.

  In 2016, I purchased a protection plan totaling $2,867.36. This included a lifetime warranty covering the Diamond Gloss Paint Protection, Z-Shield Paint Protection Film, and undercoating, I received a verbal promise of annual removal, cleaning & reapplication of all products.On 2/4/23, this warranty service was not honored. Without checking the condition of the film, Tim P**** stated “We do not replace the film every year.” I've had the film completely replaced annually per the warranty. Upon pickup, I requested the original contract that I signed, an invoice detailing the original services I purchased in 2016, and any warranty literature. The store manager Andy A***** refused to provide me with anything. Reiterating that they “just don’t replace film for any reason.” I requested to review the car and Andy assured me if I could identify areas that were not satisfactory to MY discretion, he would take care of it. This film was advertised and sold to me as optically clear. (Supported by the advertisement on the Zeibart website, describing the film as “optically clear,” “nearly invisible,” and not “impacting the color or appearance of your car.”) From a distance, I can see a black rim outlining the film. It is no longer optically clear and there are detailed areas of nicks and peeling. Andy denied seeing any of these defects, despite palpating an obvious bubble. Eventually, he scheduled service to replace two items and nothing more(2/18/23). According to the “no questions” promise of Zeibart’s Nationwide Replacement Warranty, I should not have had to nitpick defects with the store manager to fulfill the warranty. As quoted from the Zeibart website: “We will replace any tint or film that shows signs of peeling, bubbling, or discoloration – no questions asked.” This ordeal is a blatant breach of the warranty and the “no questions asked” promise. I am simply asking for the reapplication of all the film that was originally applied.

  Business Response

  Date: 02/13/2023

  BBB received the following response from the customer on behalf of the business:

  I worked with the general manager Andy A***** this weekend, and the issue is resolved. Thank you for your help in this matter. 

  
  

  Best regards,

  
  

  *******

• Initial Complaint

  Date:11/05/2022

  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.

  10/26/22 $1025.99 Rustprofing/Udnercoat and spray in bedliner.
  
  Vehicle was returned covered in overspray. Paint has swirl marks/scratches from what whatever they use to clean the exterior. Ziebart asked that I return the vehicle so it could be corected howevr they just washed it and did nothing for the damage they caused.

  Customer Answer

  Date: 11/08/2022

  10/26/22 Rustproofing, undercoat,Spray in Bedliner. Vehicle was returned to me covered in overspray in engine bay and components. The paint had swirl marks/scraches from whatever the used to clean the exterior. I was asked to return the veicle so they could go back over it when in fact it was just washed and returned back to me in the same condition.

  Business Response

  Date: 11/23/2022

  We have been in contact with this customer and although we feel the concerns were not caused here and do not assume liability, out of good faith we have offered to pay for the corrections based on an estimate that the customer provided.  We offered to pay the shop directly or reimburse the customer with a paid receipt.  He has been difficult to work with and is requesting us to cut him a check prior to the work being completed. I advised him that we would not issue payment prior but would pay the shop that does the work directly.  He has staed multiple times that he will take us to court.  Thank you,Craig T*****General Manager###-###-####

• Initial Complaint

  Date:08/26/2022

  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.

  Henrietta Ziebart has refused to honor their warranty. I have a 2013 ***** pickup truck that has inspected every year by Ziebart. In 2021 I called for A yearly inspection on 1-22-21 @ 1:44 PM. ( I have phone log from ********.) The representative I talked with said that due to Covid they could not give me an appointment until 5-20-21. The yearly inspection is due from 12-27 to4-27. The representative said the warranty would be in full effect and not be voided due to the delay by Ziebart. On 9-22-21 Ziebart authorized body rust repair on the truck, they say they did without following the formal claims process. On7-7-22 Ziebart did an inspection and appeared to take responsibility for the damage. The truck frame has extensive rust damage. Ziebart scheduled the inspection outside the contract limits and must take responsibility I believe I did all that I was required to maintain the contract.

  Business Response

  Date: 08/29/2022

  Hello, at this time our General Manager is working with the customer to resolve this issue. We are going to offer various resolutions, to include repairing the customers frame. We hope to resolve this issue for the customer as soon as possible.  Thank you, Ziebart

  Customer Answer

  Date: 08/29/2022

  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. 
  
  Regards,
  ****** ********  

• Initial Complaint

  Date:08/10/2022

  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.

  I paid for undercoating and ceramic paint protection with the promise from the salesperson that the ceramic paint protection covered any scratches or chips. I was also told upon my return for yearly maintenance my car would be cleaned and detailed. Upon returning for my yearly maintenance another salesperson told me both those things were not true and proceeded to try and sell me $1,700 more of services. When I spoke to the manager Steve he said that's "just what they do. They are always going to try and sell you something else when you come in." He also said they don't clean the vehicle and was unclear about whether scratches are covered. So someone is lying here and I did not get what I paid for. I believe the sales transaction made was in bad faith. I am very suspicious of the services I paid for and feel the staff at the Batavia location do not care about customer services whatsoever. The main goal seems to only be selling more services and denying coverage of any previously purchased services. If the services I paid for were not as they were described to me I would like a refund for the ceramic paint coverage. 

  Business Response

  Date: 10/12/2022

  BBB spoke to Steve at the business and the following was relayed: This has been resolved with the customer. We have offered to detail the customer's vehicle at her convenience or next year's annual maintenance. 

  Customer Answer

  Date: 10/12/2022

  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.  
  
  Regards, 
  
  ***** *******