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:08/19/2025

  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 was traveling through **************** on 8/10/2025 when a rock cracked my windshield. I had purchased a warranty protection from this company in May 2025 for my windshield. I submitted a claim on 8/12/2025. After 2 days of not hearing anything, I called the company. The *** that answered said I submitted my claim on 8/13/2025 and it was outside of the 72 hour window since my incident happened on 8/5/2025. She said information was emailed to me. I told her 1. the claim was submitted on 81/12/2025, 2. the incident was 8/10/2025, and that the email they sent it to was incorrect. She basically told me too bad and to reach out to the manager. I emailed the manager on 8/15/2025. His name is **** **********. I told him the issue but clearly he did not understand. He kept saying that since the incident was on 8/5/2025, regardless of if the claim was submitted on 8/12 or 8/13, I was outside the 72 hours. I kept telling him that I submitted the claim with the incident as 8/10 and verified that three times, but it must have gotten switched by the system to 8/5 after I submitted. He refused to acknowledge it. He kept changing the "submitted" date but said that nothing could be changed after the claim was submitted so I had to have done 8/5. But he kept changing the submitted date and the email he forwarded to me could have all information changed. I told him that I no longer trusted his information and wanted to speak to his supervisor. He refused to give me his supervisor's information 4 times before cutting off the conversation. He clearly doesn't understand that I submitted my claim with an incident date of 8/10...and verified it on the form twice that it was correct. The system or an employee changed it after I submitted it. Extremely unprofessional on ****** part not to even look into it. Extremely unprofessional to not give our supervisor information. He doesn't understand, which is okay, but should give out supervisor's information when asked. Extremely rude.

  Business Response

  Date: 08/19/2025

  We are sorry to hear of the disappointment with our process. We attempt to make it as easy as possible to file a claim on our web portal. The system has been set up to ask for verification twice when entering a date of occurrence. While we understand your frustration, we are unable to alter a date nor would our system allow us to change information that was originally entered by the customer.

  We apologize for any *************************.

  Customer Answer

  Date: 08/19/2025

  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:

  I submitted the claim with an incident date of 8/10/2025 that I confirmed twice and have witnesses that it was submitted with that date. Your system or employee changed it.

  The bigger issue is **** not wanting to give me his supervisor. I would like his supervisor to contact me about his extreme inappropriate and unprofessional behavior.

   

   

   

   

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

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

• Initial Complaint

  Date:04/29/2025

  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 to protect my vehicles windshield. The product failed to work as advertised and the company refuses to stand by their warranty citing a previously undisclosed 72 hour claims reporting requirement. I reviewed the warranty as provided at point of sale and the 72 hour window was never disclosed. Regardless, the product failed to work as advertised.

  Business Response

  Date: 04/29/2025

  Unfortunately we were unable to locate a warranty with the customer name provided.

  Please include a warranty number and/or Vehicle ID number so we may address this concern properly. 

  Customer Answer

  Date: 04/29/2025

  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:

  claim number ********

  VIN *****************
  

  Ive have requested a copy of the terms and conditions as I was never provided with a copy of the warranty, but Crystal Fusion has refused to produce either. Additionally, the claims manager did confirm that the product is prone to failure. 

   

   

   

   

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

  
  Sincerely,
  
  ******* ***** & **** ******
  
  
  
  
   
  

  Business Response

  Date: 04/29/2025

  Unfortunately, the customer information that relates to the claim number provided does not match the complainant. We are not able to provide further information as a security measure.

  We suggest contacting the originating dealership for a copy of the warranty.

   

  Customer Answer

  Date: 04/30/2025

  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:

  [Your Answer Here]

   

  The claimant is my husband and this is my vehicle. This deflection is exhibit A of my complaint against Crystal Fusion and the lack of professionalism exhibited through out the process. 

   

   

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

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

• Initial Complaint

  Date:03/26/2025

  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 this warranty as a guarantee against a cracked windshield. A rock hit my windshield and they are denying to repair. They stated since I did not call within 72 hours they will not cover the damage. It does not state that anywhere on my paperwork. I an a nurse and work 12 hour shifts and did not have a chance to call until today.

  Business Response

  Date: 03/26/2025

  The Crystal Fusion windshield warranty includes terms and conditions as do all warranties.

  We have attached a copy of the terms and conditions part of the warranty which was not provided by the customer. The 72 hour condition is highlighted in two places.

  We apologize for any confusion.

   

  Customer Answer

  Date: 03/26/2025

  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:

  [Your Answer Here]

   This was never provided to me or I would have said it occurred yesterday as I did not realize there was a 72 hour condition. The windshield being cracked 72 hours ago or a year ago should not matter as the condition is still cracked no matter the time it occurred. This company is out to scam people out of money or they would not put a 72 hour limit or they would require the company to provide that information. 

   

   

   

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

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

• Initial Complaint

  Date:02/19/2025

  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 paid over $1000 for this glass protection and was told theyd replace a rock chilled window if it couldnt be repaired. I purchased this through ***** ****** ** in ********. I tried to reach the vendor the day the rock chip happened, they bounced me around and never gave me the name of the Company or Information on who to call. Weeks of trying to figure out who this service is through and how to fix my windshield went by and they kept giving me the runaround and voicemail. Finally got the name and phone number and they said its been over 72 hours so they wont refund my money or fix my windshield. I want a refund or my windshield fixed.

  Business Response

  Date: 02/20/2025

  The contact information for Crystal Fusion is stated in bold on the front side of the warranty, as well as on the reverse side with complete instructions on what course of action to take upon damage occurring to a windshield. Please see attached.

  We must abide by the terms and conditions of the warranty at all times.

  Customer Answer

  Date: 02/21/2025

  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:

  [Your Answer Here]

  The vendor did not provide me with this document I have never heard of your company before. 
  

  I demand a refund or fixed windshield and will continue to post 1 star reviews for both Crystal Fusion recommending people do NOT purchase your fake windshield protection, as well as against the Vendor, ***** ****** VW, until this is resolved. 

   

   

   

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

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

• Initial Complaint

  Date:12/24/2024

  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.

  I was convinced/upsold to purchase Crystal Fusion by the ********** of *********** to protect what was said to be a "very complicated windshield" due to it's replacement costs. They sold me on the fact that no matter how many times I submitted a claim it would be either repaired to like new, or replaced. In January of 2023 I had a very small chip so I submitted a claim and it was replaced with no questions asked. I then had the ** film reapplied to the new windshield the very next day by Land Rover of ******** again. Then in December of 2024 I got yet another chip, this time 2 to 3 times larger than the first. First I was told by ** that they never received the document that was supposed to be submitted by ********** following the reapplication, but luckily I had demanded a copy at the time. I submitted my second claims photos along with this missing document, and after three follow-ups with ** I finally got an authorization for a "chip repair" and was told I needed to take it to Five Star Auto Glass. The second the representative from the glass company looked at the "chip" she laughed, and then told me that they could fill it and hopefully prevent the cracks from spreading, but that it would remain just as visible and not "like new" as I was originally sold. I agreed to follow through with the repair as ** had directed, only to end up with the exact results the representative had explained I would have. When I reached back out to ** claims specialist **** she replied, "*****, I received your email, according to your warranty it is a chip repair under 6 inches of size, any damage over this size is a replacement." Then she sent a second email stating, "I found the pictures from the first claim in January of '23 and it was half of the size." If this is what I was truly paying for, they should have sold it to me as 1 free windshield replacement!

  Business Response

  Date: 12/26/2024

  The Crystal Fusion warranty is a repair/replacement warranty. Meaning, if the damage is repairable and not in the direct sight of the driver, it will be repaired if the damage is less than the size of a quarter. If the repair fails ,and causes a crack at any time, the windshield would be replaced under the warranty. Other damage as explained in the warranty would constitute a full replacement according to the warranty terms and conditions. 

  In this scenario, the damage was less than the size of a quarter and repaired according to the terms and conditions of the warranty.

  The windshield will remain covered under the warranty for the term of the contract with unlimited repairs and/or replacements according to the terms and conditions of the warranty.

  Unlike most windshield warranties, this warranty does not have any limits on the number of repairs or replacements for the life of the warranty.

   

   

• Initial Complaint

  Date:09/09/2024

  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.

  Crystal Fusion refused to accept a claim for a windshield chip because of a rule that is buried in paperwork for when I bought the car. I submitted the claim to the dealer, where i bought the coverage. The dealer correctly sent me the form to complete. I completed Crystal Fusion form. They denied it because they stated it was more than 72 hours from the occurrence. I called them and explained what happened. They refused to honor the policy.

  Business Response

  Date: 09/09/2024

  Crystal Fusion's warranty includes Terms and Conditions which must be met in order for a claim to be approved. These Terms and Conditions are clearly stated on the reverse side of the warranty with all other pertinent information.

  The Crystal Fusion warranty is registered in every state and scrutinized before approvals are granted.

  We know the frustration when a claim is denied, however we must follow the Terms and Conditions noted.

  The warranty does still remain active once the damage has been repaired and proof submitted to Crystal Fusion as explained to the customer.

• Initial Complaint

  Date:05/07/2024

  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.

  I purchased the windshield warranty coverage from Crystal ***** when I purchase my vehicle in January of 2023 from Young ****** In October of 2023, I received damage to my vehicle and called both the dealership and then Crystal Fusion to report the claim. Crystal Fusion stated I did not have an account even though I have the paperwork with the information on it that I clearly paid for it. I then called the dealership back to get a resolution to the matter. I have spoken with several people from the dealership over the past 7.5 months and still do not have a resolution. I am not certain of where the fault lies at this point if it is with the dealership or Crystal Fusion.

  Business Response

  Date: 05/07/2024

  We are sorry to hear of this issue. 

  Upon checking further, we verified that there is not an active warranty in our system under your name. 

  Crystal Fusion manufacturers the windshield product, and in some instances is not the administrator of the warranty. therefore, I would suggest reviewing the warranty cover page for the correct administrator which should be located near the bottom of the warranty and also on the reverse side. This should also include a phone number for that administrator to assist with your warranty.

  If you continue to face issues, please feel free to contact us and/or send us a copy of your warranty for assistance.

   

• Initial Complaint

  Date:05/03/2024

  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.

  When we purchased our vehicle last year, the finance department talked us in to purchasing a windshield warranty, which we did purchase. We own two businesses so we have a fleet of cars plus our personal vehicles. We purchased this warranty on two of our vehicles for one of our business fleets. We called in to file a warranty claimed on one of our vehicles that has a cracked windshield. Again, we have multiple vehicles that have recently cracked windshields. Some of them have a warranty some of them do not. I called in to file a claim on one of the vehicles, the operator taking my phone call asked when the windshield was cracked. I miss spoke and was giving her a description of our personal vehicle that is not covered under this warranty. When I realized I miss spoke I gave her the correct information. The operator denied our warranty claim. They said they cannot change any information that they put in the system. This was on the same phone call though. This was not a different phone call. I did not call back and try to give them a different date this was during the same phone call. Again, on the same phone call I miss spoke about one of our multiple vehicles that we have and then corrected myself on the same phone call and gave her the correct dates the incident happened and they still would not honor their warranty that we purchased.

  Business Response

  Date: 05/03/2024

  The Crystal Fusion Warranty includes terms and conditions as all warranties are required to have.

  One of the conditions is as follows: "Claims must be filed within 72 hours of the occurrence of damage"

  When asked when the damage occurred, the response was: "This happened a few weeks ago." Unfortunately, this does not fall within the parameters of the warranty terms and conditions.

  The call had to be terminated due to the use of foul and abusive language toward the CSR.

   

• Initial Complaint

  Date:08/31/2023

  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.

  filed a claim 8-29-23 from damage occurring on 8-27-23 . filing out the claim form i made a typo on date of damage so now the claim is denied on those grounds, upon contact and explaining my mistake they still denied. meanwhile a second occurance happened that damaged windshield and was reported within minutes of damage now it is denied because they say i need to replace windshield out of pocket because of previous damage that they would not pay for....

  Business Response

  Date: 08/31/2023

  Please refer to the terms and conditions of the warranty. Claims must be filed within 72 hours of damage occurring. The claim in question was called in to Crystal Fusion on 8/29/2023. Customer stated damage occurred on 8/23/2023, which falls outside the 72-hour window. Customer was advised at that time to have the windshield repaired and the Crystal Fusion application re-applied (as stated in the terms and conditions) in order for future claims to be covered. Spoke to customer again on 8/30/2023 where he claimed additional damage occurred on 8/27/2023. This claim could not be approved as the original damage was not repaired as a requirement in the terms and conditions of the warranty.

  Customer Answer

  Date: 08/31/2023

  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

  Its the same response over and over with no acknowledgment of my mistake on date entry of incident.

   

   

   

   

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

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

• Initial Complaint

  Date:06/09/2023

  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.

  Purchased warranty with Crystal Fusion in 2/22/23 for $1000. While on the interstate we heard a thud on the windshield 5/31/23. Upon initial inspection no visual damage was noted. Car was parked in the garage for the weekend as we were out of town for a graduation. Upon our return on 6/5/23 we noticed a chip in the windshield in an inconspicuous location. It is in the black boarder area by the vin # on the bottom on the windshield that is not visible from inside the vehicle. We immediately filed a claim online with Crystal Fusion. Our claim was denied as the claim was not filed within 72 hours. Claim was filed within 5 days of damage. ***** was denied as it was outside of 72 hour window.

  Business Response

  Date: 06/23/2023

  Based on the terms and conditions of the warranty, this claim was denied for failure to report the claim in the designated time frame. Subsequently, we have attempted to reach out to the customer to assist in some type of resolution. t this time we are waiting on the customer to respond back to us.