Complaints

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

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• 

  Ziebart

  1057 E Henrietta Rd Ste 100 Suite 100 Rochester, NY 14623-2635

• 

  Ziebart

  5160 Camp Rd Hamburg, NY 14075

• 

  Ziebart

  941 Ridge Rd Webster, NY 14580

• 

  Ziebart

  2975 Brighton Henrietta Town Line Rd, Suite 170 Rochester, NY 14623

• 

  Ziebart

  311 West Main Street Batavia, NY 14020

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:11/08/2024

  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.

  Good afternoon: Ziebart has a lifetime respray warranty. When I purchased the undercoating and rust proofing they got me in right away. The jobs were done and I was on my way. Nice and easy right? Well kind of wrong. When it came to the respray for the warranty work, it takes 3 months to get an appointment and they do not recommend you wait for your vehicle. So I have 2 vehicles and 2 trailers. I have enclosed pictured of what I paid for the service except for my wife's car. Hers was $700 I believe. I spent a lot of money there. So I tried to set up an appointment for 2 years in a row and ziebart makes it very difficult for a person that works lot to set up an appointment. They do not want you to leave your vehicle and if you wait for it, a you have to wait all day. That is allot of time. I have a truck and a trailer and hey are very long. I do not know if their guys know how to drive a vehicle around 70 feet long. I told them that I would be more than happy to put the trailer where they want it. Also it has to be disconnected and hooked up when being sprayed. Do their guys know how to do that? They would not work with me at all, blaming it on insurance reasons, a time schedule. There was no issues when I paid them around $2200 for all of the original vehicles. The resolution that I would like is a refund for the difference of the cost of an original spraying, to the cost of the spraying with the warranty. I would like the difference and I will not be returning to ziebart. They make it so hard to get the warranty sprays done, that I can not get it done anyways. Call them. See how long it takes you to get an original purchase spray done. I mean the first one that you give them the money at for the first time. Then ask them how long it takes to get a warranty spray done. You will see that it is about a 3 month difference in the time frame and they want your vehicle for the whole day.

  Business Response

  Date: 11/20/2024

  Our warranty for undercoating/rustproofing requires that the vehicle is brought in yearly for annual inspection and respray if necessary.  None of the customer's vehicles were brought in annually to maintain the warranty.  The last time a vehicle was brought in was in 2022.  With that said, the Hamburg location was willing to do the inspection and respray if necessary for no charge.  The customer wanted this done on a Saturday and within an hour.  The store could not schedule him on that Saturday and we keep the vehicle a majority of the day as we do not promise times of completion.  We are still willing to do the inspection and respray if necessary for no charge.  The customer can reach out to the Hamburg location and speak to Ian or the W. Seneca location and speak to Pete to schedule a convienient day for him.  We do allow the vehicles to be left and will call the customer when the work is completed.  Ian at the Hamburg location has left the customer three voicemails.

  Customer Answer

  Date: 11/24/2024

  Better Business Bureau:
  
  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.
  
  [Good Afternoon:  There are a few inaccurate statements in the Ziebart rebuttal that need to be addressed. First: Ziebart stated that none of the customers vehicles were brought in for the annual yearly inspection and respray if necessary to maintain warranty.  That is true but, because of the same reason that happened this year.Explanation of Statement:  When the original purchase of two vehicles and two trailers were made, there was no issue with driving the vehicles and equipment to the bay areas to have them serviced.  All the original work was completed at the West Seneca location on Union Road.  I was very satisfied with the work and accommodations that the original crew had performed.  The problem occurred when the warranty work came into play.  I made an appointment for my original truck and trailer (which that setup is roughly 53’ long) at the the union road location, and the new manager told me that they would not allow me to drive my setup to the bay areas for servicing. There are no signs anywhere that say employees only or restricted area.  Also, when I purchased the original service of undercoating and rust proofing, I was able to get the service done within 3 days.  When I request a warranty service, they are booking out over 3 months.  But in that same time frame, a person is able to purchase a new service from Ziebart and will be happy to complete the work within a week’s time.  I called and verified this multiple times.  Why is that the case?  Why does a person wait 3 months for warranty work and only 1 week when initially paying?Second:  Ziebart states that the customer wanted this work done on a Saturday and within the hour.  This is a false statement.Explanation:  There is no way that any company could undercoat and rustproof a vehicle and trailer within an hour.  It is unrealistic.  What I stated was, that If I make an appointment for service, will I be able to get in within an hour.  I wanted to wait for my vehicle, With the distance of either Ziebart location from my home, I did not want to drop the vehicle off and have the inconvenience of tying up the truck all day. This was never an issue in the past and I discussed this at original purchase time. What is the sense of making a (am appointment to get their early, if they will not be abiding by their service appointment time?  Ian notified me that the appointment time is just to drop off the vehicle time and that they would like to keep it for the whole day. Well then, what is the point of an appointment? Is that same service expected from a dentist, or a hairdresser?  A person could just drop off the vehicle anytime in the morning if they are going to keep it all day.  I would like to wait for my vehicle because I can keep an eye on it, and I do not know the experience of an individual to drive a 53” piece of equipment.  I would have liked to wait for the service, thus the service appointment.Third:  We are still willing to do the inspection and respray at no additional charge.  This a false statementExplanation:  Ian did leave me three voicemails after our discussions.  Our first discussion was about the appointments and how I would like to wait for my truck and trailer.  He was being difficult in giving me specific answers about their appointment times.  After our second discussion, I notified Ian that I would just like a refund of the difference from a one-time spray to a lifetime spray.   They did do the initial work. He said he would have to talk to his manager and get back to me.  When he calls back his first voicemail tells me that there will be no additional charge for the inspection and respray.   Ian then calls back a short time later and leaves another voicemail, #2.  The voicemail states that there will be a charge for the inspection and respray on all the vehicles because of the length of time with last inspection.  The third voicemail just states to confirm the appointment.  I still have all the voicemails as evidence.  According to the voicemails, they are not willing to do the inspection and respray at no additional charge.  There was no point in calling him back.   The conversation was not going anywhere, and I knew that a mediator was going to be needed.None of this was an issue at the time of purchase.  All the original people that were at the west Seneca location are not there anymore. I feel that Ziebart is not putting customer care first.  Every customer is different. I spent allot of money on the equipment, just to put it in the hands of a person that I do not know.  I had no issue with placing the trailer wherever they wanted it because, I am an experienced truck and trailer driver.    The result is that I would like a partial refund.  I am asking for the difference in the one-shot spray to the lifetime spray on all four of my vehicles.  We will part ways then and will not have to burden each other in the future.Show quoted text
  
  Regards, ****** ****

  Business Response

  Date: 12/04/2024

  We will not be issuing a partial refund as we do not offer a one shot spray vs lifetime spray.  We offer one service which includes annual maitainence inspection so there is only one price not two different ones.  What we are willing to do is conduct the maitainence inspection on the vehicles and respray if necessary for no charge even though the vehicles are out of warranty time frame.  This will bring all vehicles up to date and maintenance inspections can continue on the yearly basis.  The customer can call Ian the General Manager at the Hamburg location ###-###-#### or Pete the Regional Manager at the West Seneca location ###-###-#### in order to schedule these services at his convienence.  If the customer would like to speak further regarding this, he can contact Pete the Regional Manager at the West Seneca location ###-###-####.

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Original transaction date 6/5/24
  $215.99 paid to business
  $50 was refunded at my request for inconvenience
  The business promised to provide me with a excellent tint job, 1st job was not done properly brought vehicle back 2nd time still not fixed.
  Business has not tried to rectify the problem ,i have called paul several times
  invoice # ******

• Initial Complaint

  Date:01/29/2024

  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 father started a contract with Ziebart on 2/25/2013 for his 2013 ***** ********* ****. Over duration of the contract, work had to be redone on the vehicle due to the poor quality of work taking place such as the rear wheel wells and the tail gate. Father stated multiple times throughout the years if the work quality did not improve he would take his business else where. Ziebart guarantees, “The protected body sheet metal, structural members AND FRAME OF YOUR VEHICLE are warrantied not to rust through from the rust protected side of the metals, for a period of (10) years from the date of the initial application of genuine Ziebart Rust Protection sealants. Dad's frame on truck was found to be completely rotted out during fuel pump installation by another mechanic on 3/27/2023. Yearly Ziebart rust inspections according to Invoice #****** from 1/28/2021 states that a rust inspection was performed and stated nothing about the rear frame having issues or concerns. The paperwork only states “hit under coat on rear frame area also falling off”. According to Invoice #****** on 4/4/2022, another rust inspection was performed but yet nothing again was discovered. No rust inspection throughout the years said anything about the frame being degraded. So how did the frame become completely rusted through by 3/27/2023? Also, why was the truck kept at Ziebart for two weeks during 2021 or 2022 with zero communication or no vehicle rental for my father?
  
  Two ** master certified technicians with 10+ years in the business verified that the frame was more than likely showing signs of rust and rot for a few years. I'd like to know how a truck that at the time of "frame rot" discovery by *** ******* mechanic only had 87,359 miles on it.. What was being hidden and covered up? When brought to ***** ****** attention at Ziebart, ***** offered only $500 and free undercoat on next vehicle. What part of the contract is that in reference too *****? I'd like for you to point that out.

  Customer Answer

  Date: 01/30/2024

  Good morning Kevin, My father does not know how to use a computer so I am assisting him in this matter. I do apologize for the confusion, but Ziebart is located within the ******* ***** building. Please see the attached screenshot. I am also seeking legal counsel. Please let me know if that screenshot doe not send over and I will resend it promptly. Thanks, *****

  Business Response

  Date: 02/05/2024

  We have resolved the issue with the customer.