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: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:10/10/2024

  Type:Customer Service 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 scheduled a maintenance rust undercoating application for 10/10/24. I checked my car in at 8am with the front desk. At 2:30 PM I called to check if the car was ready for pickup. The desk told me that all cars would be ready for pickup at 4:45. I arrived back at the Ziebart location at 4:30, my car was in the parking lot so I assumed it was done. I went to the desk and asked for my keys, they told me the keys had not been brought out yet but they’d be out by 5. I went into the waiting room where at least 6 other people were also waiting, I discussed how it was weird that my car was out but they didn’t have my keys and one of the other patrons mentioned that his truck had not moved from where he dropped it off overnight and did not appear to be undercoated yet. This concerned me so I went and checked my car, it had not moved and was not coated. I returned to the desk and pointed this out, they told me that they had some issues and many people were still not serviced. They offered no further information. After consulting with my wife on the phone we decided to just take the car and leave, since Ziebart closes at 5pm and they clearly didn’t have time to service my car. I returned to the desk and asked for my keys, they told me I had to wait until the keys were brought out. I asked them to go get my keys and they would not. My car was still in the parking lot at this point and it was 4;50pm. My wife then called the location and asked them to give me my keys so I could leave, they told her that they were still servicing the cars and I couldn’t have my keys. They then hung up on her. She called back and told them she would call the police if they did not get me my keys, at which point they finally agreed to go retrieve them. This was an incredibly frustrating experience, I had to take an entire day off work(new job with no pto earned yet) as we are a 1 car family and it is an hour+ drive to the location from my house. Rude sales associate was just the cherry in top.

• Initial Complaint

  Date:09/25/2024

  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.

  I brought my truck (2021 f*** *****) to Ziebart Syracuse on Hiawatha blvd. on July 23 2024. It was there for an undercoat inspection, after my truck was there for several hours. I received several calls from my service rep that they were having problems getting my truck in gear. And that it was in the shop and then they couldn’t get it in gear. I told them I’d be up to look at it ( I’ve never had a problem with my truck up to this point). Got to Ziebart and my shifter was pushed way forward of Park and wouldn’t go in gear. Was able to get truck home to my service dealership. A few days later service rep called and was wondering how my truck made out and I didn’t have any information yet. A week or so later Ford service department said the shifter had broken. Called service representative and told him what was going on and after everything was said and done to send an invoice of what was needed and he’d push it up the ladder. Paid $823.25 upon completed work from ford and sent all the requested information to service rep. I didn’t hear anything back from them for almost a month. Called and spoke to service rep again during the week of September 15th, and he said he would talk to a manager. Received a call later that week from sales manager to call him back. Called him back today 9/25/2024 and he said that they weren’t responsible. I asked how they weren’t when they took possession of my truck which was in perfect working condition. He said that “his guys 100% didn’t break it, it was mechanical issue and his guys drive 100’s of cars a day”. I don’t understand how a company can take possession of my vehicle, and under their supervision a part becomes damaged/ broken and they aren’t responsible for it. I’m looking for the right thing to be done; it was perfectly fine when I dropped it off and when I went back to get it, it was basically inoperable.

• 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, *** ********