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:04/26/2024

  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.

  Business damaged the front passenger side fender through means unknown. The business representative indicated the damage was due to a rock impact. The truck had less than 100 miles on the odometer when dropped off at the location. The representative by the name of **** stated "You're trying to get me to repaint your entire fender for a rock chip, get out of here" and then proceeded to walk back inside his business. The body damage looks as though it was ground by a wheeled machine such as a buffer. The damage looks nothing like a rock chip, it is angled at 30 or so degrees. If a rock were to have impacted the fender in that location, it is highly unlikely that the damage would be concentrated to that one location as it is in extremely close proximity to the hood. There is no damage to the hood in that location.

  Customer Answer

  Date: 05/03/2024

  I noticed in my correspondence from the BBB that some information was missing from my complaint, and I wanted to provide you with that information along with some additional substantiating documentation.

  
  

  Date Problem Occurred: 26 April 2024

  Purchase Date: 26 April 2024

  Salesperson: ******

  Product/Service: Full body paint correction, complete vehicle ceramic coating minus wheels, and paint protection film applied to the entire painted surface of the hood.

  Purchase Price: $2,600.00 + tax = $2,808.00

  Payment: Navy Federal Credit Card ending in 971

  
  

  Additionally, please see the attachments as additional evidence and an explanation from my perspective. The evidence will be sent as three different ZIP files. As stated in the email to Ziebart, every story has two sides. 

  
  

  Best regards,

  ***

  Business Response

  Date: 05/30/2024

  
  Subject: Response to
  ****** ****** Dispute Regarding Paint Correction and Protection Services
  
  Dear *****,
  Complaint Handler, Better Business Bureau,
  
  I am writing in
  response to the recent dispute filed by ****** ****** concerning the services
  provided by Ziebart of Watertown, NY. As the manager and head installer, I
  would like to provide a detailed account of the events and clarify our position
  regarding this matter.
  
  On or around 4-26-2024,
  ****** ****** hired us to perform a full paint correction, apply our Z-Gloss
  ceramic paint protection coating, and wrap the hood of his 2024 Ford Raptor in
  paint protection film. From the outset, it was evident that the vehicle had
  undergone subpar aftermarket paintwork. Despite these challenges, our team
  dedicated significant time and effort to meet the customer's expectations,
  resulting in a flawless finish upon completion.
  
  Upon pickup, Joseph
  ****** and his wife thoroughly inspected the vehicle and expressed their
  satisfaction, even scheduling an appointment for similar services on another
  vehicle. However, 45 minutes after departure, the customer returned, alleging a
  chip on the panel between the hood and fender. The location and nature of the
  chip, as well as the tools we use (predominantly plastic and rubber), make it
  improbable that the damage occurred during our service.
  
  After the initial
  complaint, ****** ****** made no further attempts to contact us to address any
  issues he may have had with our work. Had he communicated any additional
  concerns, we would have been more than willing to correct them. It wasn't until
  we received the letter from the credit card company that we became aware of any
  other complaints, including an issue with the paint protection film peeling up.
  The film was installed and had been curing for 24 hours before the customer
  picked up the vehicle. I provided the customer with detailed aftercare
  instructions, including what to do and what to avoid to ensure the film's
  proper adherence. Based on my experience with the customer, I can only assume
  he did not follow these instructions, leading to the film curling up and taking
  in excess water.
  
  Despite our efforts
  to explain the situation and provide photographic evidence indicating the
  absence of damage when the vehicle left our premises, the customer proceeded to
  spread negative reviews and unfounded rumors about our business online. This
  behavior not only contradicts the initial positive feedback received but also
  suggests an attempt to unjustly discredit our professional reputation.
  
  Given the timeline
  of events, it is evident that the alleged damage occurred after the customer
  left our property. Our liability ended once the vehicle was returned to the
  customer in pristine condition. The subsequent negative reviews and the attempt
  to secure a refund through a second opinion from a questionable source further
  illustrate the customer's intent to malign our business.
  
  In light of these
  factors, we firmly believe that the customer's request for a refund is
  unwarranted. Our team fulfilled all contractual obligations to the highest
  standards, and the customer's actions post-service indicate a misuse of the
  dispute process. We request that this dispute be resolved in our favor and that
  no refund be issued.
  
  Thank you for your
  attention to this matter.
  
  Sincerely,
  
  **** ******
  Manager and Head
  Installer  
  Ziebart of
  Watertown, NY  
  19101 US Route 11
  Watertown, NY 13601
  315-785-0904
  

  Customer Answer

  Date: 05/30/2024

  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.  I have provided ***** (Dispute Resolution Manager) with substantial evidence to the contrary of the business's response. That evidence was provided on 3 May 2024. 

  I will not stoop to ad hominem attacks like the "manager" and "head installer," I will simply provide factual evidence in lieu of opinion. 

  As stated in the documentation provided to *****, when I received the truck from this business it looked as though everything was in order. Upon closer inspection, and after having departed the business, I noticed poor PPF application and damage to the vehicle that was not there prior to drop off. The "manager" himself claimed that the damage was not present at drop off. When I attempted to address my concerns with the "manager," he became very hostile, dismissed me, and proceeded back into his place of business. He lobbed wild claims like "you're just trying to get me to repaint your entire fender for a rock chip," though I never suggested any such action. The scheduled pickup time for the truck was 11 Am on the 26th of April 2024. The truck was not received until 11:08. I returned to the business at approximately 11:20, just 12 minutes after receiving the vehicle. The manager was hostile and unwilling to discuss the abhorrent job they had completed on my brand-new truck or the damages they caused. The manager, I'm assuming having felt bad for his poor behavior, called me to apologize for his actions at 11:32 on the 26th of April 2024, not 2 minutes after I had left the premises for the second time, with some story about small claims court and custody of his child. 

  After these events, I contacted the Corporate Ziebart HQ who leases rights to its name to individual owners such as the one in Watertown via email. I was informed by ********* **** from Ziebart Corporate that my complaint would be forwarded to the owner of the local business. The emails were sent on 26 April 2024 and 29 April 2024. I received no response from the local business in regard to my emails. 

  The "manager" then sent me a text message on the 29th of April 2024 at 09:56 threatening trespass and arrest should I return to the business, threatened to defame me to other businesses in the area, and by doing so completely voided the warranties I had purchased, which are undoubtedly a portion of the cost for the service I paid for, but did not receive. Picture evidence provided to *****. It is interesting that the "manager" did not mention that in the business's response. I have also attached the text message for BBB and the businesses review. 

  I am not sure why the manager would indicate that the vehicle had undergone "subpar aftermarket paintwork" when the vehicle was brand new from the factory. I have provided a statement from ********** **** of Carthage as evidence of no such damages / paintwork/ or the like, to *****. 

  Additionally, I had to pay a separate company in Vernon, NY to repair the substandard work that was completed by Ziebart. The owner of this business, as a subject matter expert, provided a statement regarding the horrendous work done by Ziebart and a list of all of the corrections that needed to be made. That correspondence has been sent to *****. 

  The business never provided any explanations, evidence, nor resolution discussions. I am not aware of the criteria required to consider a business good and just by the Better Business Bureau, but this cannot be it. 

  I encourage the BBB to take immediate action in preventing this company from damaging / defaming / or in any way perverting the standard business practices of a ceramic coating / PPF installer within the Watertown area. Additionally, I strongly encourage the BBB to further investigate the business practices of this business.