Complaints

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

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Syracuse Rustproofing, Inc. dba Ziebart has 2 locations, listed below.

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  Syracuse Rustproofing, Inc. dba Ziebart

  Syracuse, NY 13204

• 

  Syracuse Rustproofing, Inc. dba Ziebart

  980 Hiawatha Blvd W Syracuse, NY 13204

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:07/15/2025

  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.

  I purchased Ziebart rust protection for my 2015 ***** ********* when I purchased it in 2016. It required yearly touch ups at their ******** ****, Syracuse location which I did and was documented in their files.
  
  I had previously filed a claim with Ziebart last July of 2024 when I first noticed the rust. I had tried following up with them multiple times but never heard anything back from them.
  
  When I was at the Ziebart location on ******** **** in Syracuse, NY for my annual touch up on 4/8/25, I informed Amer, who was the person that took care of me that day at that location, about my efforts to get this second rust claim approved without success. He told me to re-file this rust claim. Which I did.
  
  When I re-filed this claim, the paperwork said that I would be informed within 5 days if my claim was denied and to check after 30 days as to the status of my rust repair claim. I never got a notification in that 5 day window that my claim was denied, so I assumed that it was in process. I have followed up with an email to them at ******************************** every 30 days now for 4 months. I have not heard back from them at all!
  
  This is the 2nd time that I have filed a rust claim with them and the 2nd time that I have had to involve your office for help getting this repair completed. The 1st claim was filed in April of 2023 and it took until September, 2023 for the claim to be approved.
  
  Please see what you can do again to get this warranted rust repair completed.
  
  I attached 3 screen shots of my emails below to them for your information.
  
  Thank you

• Initial Complaint

  Date:06/19/2025

  Type:Customer Service 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 took my car in for rustproofing in early April. Once there, the salesman, Andrew R****** informed me that I needed ceramic coating to prevent further rust on my car since I already had these little orange dots on it. These dots, I later learned, were simply brake dust.
  
  He offered several options in prices for this ceramic coating. I asked how much a monthly payment would be for the $3500 level. He asked if I could afford $150 per month. I said “no.” He asked if I could afford $135 per month for 18 months if he could get the loan extended to 18 months. I said yes. He asked me to step out of his office while he contacted ********* Bank.
  
  When I came back, he told me he had received the extension. At no time (until the work was done) did he offer me the contract to look over and sign. I was stupid because I know I should have insisted on seeing the paperwork beforehand. However, I was still having the symptoms of a concussion from a hit and run accident just a couple of weeks before. He took advantage of me with half-truths, realizing that I was not feeling well.
  
  Deed done, I walked away, believing I had approved the work at $135 per month. At the time of signing the contract (after the work was done), I asked how much was the payment per month. His reply, “I don’t know.”
  
  Imagine my surprise and anger when I received the bill for $176 per month. A price well above what I had adamantly told him I could afford.
  
  This certainly is unethical business practice What I am seeking is for Ziebart to refund me the extra $638 I will be forced to pay for the 18 months of the contract. ($176 minus $135 equals $41; $41 x 18 equals $638.

  Business Response

  Date: 07/10/2025

  Called business and spoke with Jerry and this was relayed:

  I have reached out to the consumer and originally advised her that I will speak to management and see what can be done.  We have decided to resolve this issue as the consumer has requested, however, we need to heard back from the consumer.  Please have the consumer reach out to us as soon as possible.

• Initial Complaint

  Date:11/20/2024

  Type:Product 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.

  I purchased a vehicle at ****** ****** on 1/16/24. Included in the contract was a Ziebart agreement for $1499.00. The contract is nebulous. The contract requires that the vehicle be taken in once a year or it will be nullified. It includes Diamond Gloss and Inner Guard Plus. The vehicle was still dusty and dirty when I left so it definitely did not appear to have been sprayed with the rust proofing. I do not know if any service was completed. I did call Ziebart corporate service, received a call back and was told a general manager would call with a follow up explanation but I did not get the call. No one wanted to see the contract so do not know how they would know what service to provide.

• Initial Complaint

  Date:10/25/2023

  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 have a Ziebart rustproofing warranty on my 2016 Ford Escape, which was applied in 2016. Ziebart via their insurance carrier has honored two other claims for rust issues. I approached Ziebart in July of 2023 to report new rust formation. They initiated a claim and gave me the warranty # **********. They told me they do not have a phone for the insurance carrier and my only contact is through email. I was told it may be take two months before the insurance carrier will contact me. I was contacted by the insurance carrier on August 8, 2023 via email. Additional arears of rust was reported and pictures sent on 8/9, 8/10, and 8/17. I sent follow up emails to the insurance carrier on 10/5, 10/16, 10/21, and 10/25. I spoke to Steve T***** at Ziebart on 10/19. He told me no phone number was available and that he would send an email on my behalf. He cc'd me on the email. I sent an all reply follow up on 10/25.

  Business Response

  Date: 02/02/2024

  BBB spoke to Shane at the business and the following was relayed:

  This matter was addressed through our insurer. They are only reachable through email but my experience is that they respond quickly. The email for the insurer is [email protected].

  Business Response

  Date: 02/14/2024

  My title is Compliance Director, and I did the precertification of the warranty claim submitted. The rejection of the claim clearly outlines a contract of warranty. The warranty guidelines must be met. Any work that the Ziebart store completed at their cost for previous repair with an autobody shop is not part of the decision process for any new claim. The warranty prevents the rust through, and in the case of Mr. ******** vehicle the pictures indicate that there is no rust through and that what remains is surface rust. I cannot comment or explain how previous repairs did not hold up, as I can also not speak to the conditions in which the vehicle is kept or any other issues outside of my control or authority. In review of this claim the damage does not meet the warranty standards for warranty approval and therefore the claim was denied. When or if the vehicle does have rust that meets the requirement for warranty the Ziebart dealer will honor the warranty and repair accordingly. The copy of the warranty was provided in the denial, and the customer should have the original copy as issued at time of sale. Each claim is review and processed based on the facts and merit of that submission. I cannot litigate previous claims processed or approved by other warranty administrators during previous conditions and circumstances for which I was not a part of the process. Notification was sent as required. 

  Customer Answer

  Date: 02/20/2024

  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. 

  Thank for passing along your title. I am assuming you are working for the unnamed insurance company and your primary concern is the warranty and not the reputation of Ziebart. Have you  passed along my concerns for poor workmanship and poor customer service to Ziebart to review?  How is Ziebart responding to those concerns? To answer your question the car has been garaged since new. My understand of the rusting process, it oxidizes the steel and as it progresses the metal is dissolved. In my case the oxidization of the metal has started on the outside edge of the metal and working itself inward. Your warranty does not state where the hole needs to start. Metal is missing due to rust. Also it is not my concern that you do not have access to the three insurance forms that I filled out for the three approved repairs. I believe Ziebart was concerned about there workmanship and decided to approve the repairs as to satisfy a long standing customer using the Ziebart process on multiple personal vehicles and company vehicles. 

  
  
  Regards,
  
  
  
  ***** ******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:09/05/2023

  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 wish to file a complaint against Ziebart, *** ******** **** ** ******** **, for not repairing rust damage covered under their warranty.
  
  I have been trying to get a rust claim completed on my 2015 ********* *********, since 4/11/23.
  
  We had purchased a lifetime warranty against rust through a local Ziebart (*** ******** **** ** ******** **). We have had this vehicle in for a required yearly touch up every year we have owed it, as per the warranty. Their records show this.
  
  In 4/22, I noticed some rust, They told me that they couldn’t file a claim for repairs until the rust blistered through the paint.
  
  The following year (4/23), I saw that the rust had now blistered through. The Ziebart filed a rust claim on 4/1123
  
  I was told to wait 30 days before contacting them, to allow time to process my claimMy only contact for this claim was ********************************.
  
  I have contacted this address every 30 days since my claim was filed: 5/11, 6/12, 6/29, 7/11, 8/9. I have only heard back from this address twice (5/11, 6/29) saying that my claim is being reviewed.
  I have no other way to contact these people about my claim.
  
  I tried filling a complaint against *************************, I contacted the BBB about this but could not file a complaint, because they said that here is no known street address for them.
  
  I contacted a customer service number for Ziebart expressing my concerns and frustrations and got a response saying that they would contact the owner and someone would reach out to me.
  
  It was signed Stephania M****, Senior Customer Service Administrator, Ziebart International
  Corporation ************ 
  No one has contacted me since receiving this email on 8/30/23.
  
  I have talked with the manager of this Ziebart location (Jackie) numerous times expressing my frustrations. *** ******** **** ******* **** ********** ** *****

  Business Response

  Date: 09/15/2023

  The claim was in process. It was approved on 08/30/2023 and notification was sent to the customer to schedule the repairs. The delay in the claim approval will not take away from any damage that would be repaired. The person approving claims was on a parental leave causing the delay. Attached all correspondence. 

  Customer Answer

  Date: 09/15/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and I have since made an appointment with the body shop for the repairs. While it is good that this is now moving forward, I am still upset that this took almost 5 months to do! I can understand that someone handling my case was on parental leave, but when repeated inquiries on my part to the people handling my claim went unanswered, I find that very troubling. Why didn't they simply answer by saying that this person is out on parental leave and someone else will handle it now? This is on top of the fact that when I went to this Ziebart to express my concerns, they also told me that their only way to contact the people in charge of my claim was through the same email I was given, and that they don't get a response back either. I am still very frustrated by this entire process. 
  
  Regards,
  
  *** ********