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:07/08/2025

  Type:Product 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 paid $899 to get Zurich Shield Warranty on my windshield, there was no where in the paperwork stipulating when you needed to report the damage. my claim was denied because I reported the damage too late. The insurance adjuster who called basically baited me into saying an earlier date, even though I didn't really know the exact date my crack exceeded the 6 inch mark so they could deny my claim. I feel like this company tricks people into thinking they are funding a new windshield and pull the rug out from underneath them when it's actually needed. I want the original $899 I spent back.

  

  Business Response

  Date: 07/11/2025

  We are sorry to hear about your frustration.  Our product comes with a limited warranty, unfortunately we were advised that the damage was noticed more that the limit on the warranty.   Our Senior Director of Claims and **************** would like the opportunity to learn more about your experience.  You may email her at **********************************************************.

  Thank you,

  The Zurich Shield Team

  Customer Answer

  Date: 07/15/2025

  Complaint: 23567141
  
  I am rejecting this response because: There was nowhere in the documentation I received stating that there were date stipulations. I chose a random date because of this. If the terms were clear I would have approached this in a totally different way. 
  
  There is also more dings on my windshield that have appeared more recently 
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 07/22/2025

  In section V. of the terms and conditions you will find the following.

  "V. Your Responsibilities: You must regularly inspect Your Vehicle and maintain Your Vehicle as recommended by the manufacturer. Upon noticing damage to Your Treated Surface, contact APS immediately, but in no event later than fifteen (15) days, or it will impact coverage of the Warranty."

  Thank you,

  The Zurich Sheild Team

   

  Customer Answer

  Date: 07/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is NOT satisfactory to me, but I will get no further with pushing further. 
  
  I will look forward to sharing my experience with Zurich Shield in the future and I will be sure to advise against the purchase of product. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:07/07/2025

  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.

  While driving thru Idaho on a road trip we were hit by multiple rocks causing crack in the windshield. We pulled off the highway a mile after the strike to take pictures as required by Zurich shield. After calling and talking to an agent explaining what happened he said if it has cracked more than six inches it is not covered by the warranty. Picture shows initial strike and timestamped photo. I cannot stop the crack from spreading and believe it should be covered!

  

  Business Response

  Date: 07/08/2025

  This product warranty comes with a limited warranty that includes a six-inch limit. If the damage was less than 6 inches at the time the claim was filed, the warranty will cover the damages.

  Please email photos of the damage when the claim was filed to our Senior Director of Claims and **************** and someone will be in contact with you to discuss.

  Thank you,

  The Zurich Shield Team

  Customer Answer

  Date: 07/08/2025

  Complaint: 23561899
  
  I am rejecting this response because: We all know how a crack forms in the window!  We pulled over within 1 mile of the strike and it had spread!  Ac and over 100 degree heat probably didn't help!
  
  Regards,
  
  ******* *********

  

  Business Response

  Date: 07/11/2025

  Unfortunately, we have to adjudicate the claim as per the terms and conditions of the product warranty.  The damage reported is over the 6 inch limitation.

  Thank you,

  The Zurich Shield Team

  Customer Answer

  Date: 07/11/2025

  Complaint: 23561899
  
  I am rejecting this response because: It all started with a rock impact!  Stop being a scammy insurance company!
  
  Regards,
  
  ******* *********

• Initial Complaint

  Date:06/25/2025

  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.

  2 Zurich ceramic shield policies one paint less dent removal policy Purchased on 1-16 and 1-22-25 was told I had to purchase the ceramic shield because it's all ready been applied or they would not sell the vehicle to me.Have asked for documentation to prove application they not willing to provide it.I have received no information or warranty on covered services .After returning the 1 st vehicle because the condition of the paint and dents they totally took advantage of me and I had to purchase another policy and snuck in the ****** for the paint less dent removal and key replacement which at the time of the new purchase that I didn't want it or any of there add -ons that they were making you purchase .They have been unwilling to provide any documents to prove of the application when they supposedly detail the vehicle the paint on the 1 st was a total mess scratches and dents and buffer marks and I'm able to get them to refund the ****** that policy was canceled in March

  

  Business Response

  Date: 06/26/2025

  We encourage Ms. ****** to reach out to the selling dealerships for this issue as we are the warranty administrator and unable to assist.

  Thank you,

  The Zurich Shield Team

  Customer Answer

  Date: 06/26/2025

  Complaint: 23517880
  
  I am rejecting this response because:
  
  Regards,
  
  ******** ******

  They are the insurer of the paint less dent removal policy that was purchased they canceled it for me  on march 11th or 12 th the dealership is not issuing the refund   .So no feels there response able #****** 2024 ******* gv80 it's been over 3 months dealership just keeps saying they will send another email to there business office. Never a response back. 

   

  

  Business Response

  Date: 07/08/2025

  We do apologize; the dealership is responsible for any refunds they have agreed to provide to their customers.  We provide a product to the dealership to have applied to vehicles at the time of purchase.  We warranty said product we are not an insurance company.  If you could email supporting documents to ************************************ she can try to assist with communication with the dealership.

  Thank you,

  The Zurich Shield Team

• Initial Complaint

  Date:06/24/2025

  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 have filed multiple claims for my auto to be repaired there is clearly ultraviolet induced fading and cracking on multiple areas of my autos interior I have been given the run around and talked down on by agent by the name of **** when all I am seeking to get is a service I paid for this is been an issue for almost a year they also denied the claim coming from experts at ***** dealer who also felt it was definitely something covered under my warranty

  

  Business Response

  Date: 06/25/2025

  We are sorry to hear about Mr. ***** frustration. 

  Claim filed 5/9/2024 for stains on the back seat bottom, missing leather on the center console, and tears and stains on the door panel of Mr. ***** 2017 ***** RX.   We attempted to contact Mr. ***** to discuss his claim but were unable to leave voicemails and never received a response to our email.  We closed this claim for no response.

  Claim filed 6/24/2025 for several stains and tears inside the vehicle still present from his 2024 claim.  We requested Mr. ***** send us photos of the damages being reported.  We are willing to rectify coverable damages and look forward to obtaining the requested photos.

  Thank you,

  The Zurich Shield Team

• Initial Complaint

  Date:06/20/2025

  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.

  When I financed my truck brand new I was offered the "Shield" I was told that it covered all surface damage to the truck regardless of what it was. It was late and thought it was as pretty sweet deal. As I was coming from a 04 F150 with surface rust on the roof. Now have a 21 Ranger and have surface rust from paint being chipped off over the years. I put in a claim for it and was denied. I did not realize that the dealer ****** **** out of ******************, ** had misled me on adding the coverage. I look at the paperwork and its on there but I as it turns out it doesn't say rust just the term oxidation. And the definition is not clear on the paperwork. And a verbal definition does not make it any clearer. Oxidation and rust are related but not interchangeable terms. Rust specifically, is a form of corrosion, referring to the "oxidation" of iron or steel in the presence of oxygen and moisture, resulting in the formation of iron oxide. With that being said it should be covered. And to make matters worse with this subject, I can not for life of me find on any of my finance paperwork where the shield was "applied" to my truck. Just a box full of cleaner. Again, it was late and we were still had a about a ***** min drive back home. I have notified the dealer and yet to hear back.

  

  Business Response

  Date: 06/26/2025

  Unfortunately, the damage reported by Mr. ***** on 6/13/2025 is a listed as an exclusion under the warranty.  Missing paint is not covered under the product warranty purchased by Mr. ***** when he purchased his 2021 **** Ranger on 10/10/2021.

  We look forward to serving Mr. ***** in the future should he have coverable damages.

  The Zurich Shield Team

  Customer Answer

  Date: 06/28/2025

  Complaint: 23496154
  
  I am rejecting this response because:
  Because this was sold originally as paint protection from any damage.  In other words, your company allows dealers to say whatever they want in order to sale this so-called product.  I spoken with the dealer with a new finance manager and even he says it was wrong that it shouldve been covered.  Again, I bought this protection to cover in case of any damage to the paint in good faith per the finance manager at the time of sale.  Otherwise why even bother buying it if not for that?  I dont live an area that gets acid rain.  According to the dealer this product was applied to all vehicles delivered to their lot.  Dealer also refuses to refund to cancel the policy per them it is non-refundable.  This was a bad sale from the beginning.   
  Regards,
  
  ****** *****

  

  Business Response

  Date: 07/08/2025

  Our product warranty list all covered items under the terms and conditions section I.   Exceptions to the warranty can be found in section III.  Unfortunately, the damage reported is not covered under this product warranty.

  We look forward to serving Mr. ***** should he have coverable damages in the future.

  Thank you,

  The Zurich Shield Team.

  Customer Answer

  Date: 07/10/2025

  Complaint: 23496154
  
  I am rejecting this response because:
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:05/23/2025

  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.

  ******* ***** ****** added this on my bill without my knowledge. When I called to tell them I discovered their deception, they told me it was a lifetime coverage policy. I do not want this policy. It was deceitfully added to my bill prior to purchase with no mention as to cost. I have tried searching my last name and VIN on the Zurich shield website, and it says an account does not exist with that information. The phone numbers are also all fake; they do not ring out.

  

  Business Response

  Date: 05/23/2025

  We apologize for Ms. ************ frustration.  She is unable to see the product warranty on our Claims website because it was recently purchased and typically takes about *************************** our system.   We encourage Ms. ********** to speak to the purchasing dealership as we supply the product to the dealership and warrant said product should it not perform as designed.  We are not a part of the sales process.

  We look forward to serving Ms. ********** in the future should she need to file a claim.

  Thank you,

  The Zurich Shield Team

• Initial Complaint

  Date:05/21/2025

  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.

  I purchased the interior warranty through the dealer at the time of purchase. This was a brand new 2020 **** F-150 XLT super crew Sport purchased on 10/28/2020 at ***** **** and ******* on RT. ********************************. The term of the coverage is 5 years. I used the Zurich Shield app to file the claim the app would not activate the camera in the section to upload photos so I was unable to do so. The agent who would only provide the name "*****" called me about the claim for additional information. I stated that the stitching at the driver seat seam is coming out and causing fabric to separate. The agent almost immediately said "the warranty is our product we sell through the dealer. In it is stated we will fix loose stitching but not separated, so this would not be covered" I replied "loose is what is causing it to seperate. I cannot upload photos due to error on the app and you haven't even seen it!" I demanded a supervisor... "*****" then stated that there is no supervisor available. I said "this is ridiculous... Your going to deny my claim you haven't even seen over verbiage difference between "loose and separating". I again demanded a supervisor and was told no. I asked her name at which time she said "*****" I asked for her last name and ID number, as most call centers assign ID number to reps. *** said she would not give her full name or ID number and told me to hold. *** then came back on and said "she reviewed with her supervisor and they agreed it would not be covered" again with no photo or having ever even looked at it!! I said "so you do have a supervisor available " ***** then stated "she is available to me but not to you!"At this point I said put her on now. This is ridiculous! I paid for this warranty and you just deny it without even looking at the issue!! I want a refund for the cost of my warranty and I want my seat repaired!

  

  Business Response

  Date: 06/02/2025

  We are sorry to hear about Mr. ******* frustration.  The damage reported is not a covered item under this product warranty as the **** has pulled apart and the fabric is fraying.

  We look forward to serving Mr. ******* in the future should he have covered damage to report

  Thank you,

  The Zurich Shield Team

  Customer Answer

  Date: 06/03/2025

  Complaint: 23356541
  
  I am rejecting this response because:
  

  The warranty policy purchased was to protect interior if such problems would occur. 

  You denied this claim without ever having seen the item in question. This is a blatant lack of responsibility.

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

  

  Business Response

  Date: 06/17/2025

  Mr. *******,

  The claim was denied based on the attached photo received.  

   

  We look forward to serving you in the future should you have coverable damage to report.

  Thank you,

  The Zurich Shield Team

  Customer Answer

  Date: 06/17/2025

  Complaint: 23356541
  
  I am rejecting this response because:
  

  As seen in the picture that you are referring to you can clearly see that the stitching has come loose causing 2 pieces of fabric to separate. Which is to be covered based on the warranty. Not to mention that your representative had denied the case prior to receiving photos that were only sent after a a discussion with your escalation department. This stitching coming loose should clearly be covered by the extended warranty purchase to protect against such incidents. 

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

• Initial Complaint

  Date:05/14/2025

  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.

  When I purchased my truck I also purchased the Zurich Shield warranty. I recently filed a claim on 5/13 related to rust on the bumper of the truck. They denied the claim because they said rust is not covered by the warranty. The warranty document states it covers oxidation on the painted areas, including the bumper. Rust is oxidation. They are saying the warranty does not cover that type of oxidation (rust). No where on the warranty document does it say rust is not covered. I believe since rust is oxidation, this should be covered by the warranty.

  

  Business Response

  Date: 05/16/2025

  We are sorry to hear about Mr. ***** frustration.   Our product warranty lists all the covered items and rust is not a listed coverage.  The type of oxidation covered under the warranty refers to damage caused by prolonged exposure of painted surfaces to UV rays, which can lead to a faded, dull, or chalky appearance. This condition is often correctable through buffing and polishing to restore the paints finish. However, if the damage has progressed to the point of rustindicating that the paint layers have been compromised and the condition has existed for over 30 daysit would no longer be covered under the warranty.

  We look forward to serving Mr. ***** in the future should he have coverable damage.

  Thank you,

  The Zurich Shield Teanm

  Customer Answer

  Date: 05/20/2025

  Complaint: 23328502
  
  I am rejecting this response because: No where on the warranty documents I have does it state that rust is excluded from the warranty. The facts are the warranty states that it covers oxidation, rust is oxidation. If you can show me where it states rust is excluded I would agree with you. Based on what is written in the document I have, this claim should be covered. 
  
  Regards,
  
  **** *****

  

  Business Response

  Date: 05/21/2025

  Mr. *****,

  We are sorry we were not able to assist with your rust claim.  The warranty lists all covered items which are listed in section I of the terms and conditions.   Unfortunately, the damage report is not a listed covered item.

   

  We look forward to serving you in the future should you have covered damages

  Thank you,

  The Zurich Shield Team

  Customer Answer

  Date: 05/23/2025

  Complaint: 23328502
  
  I am rejecting this response because: Consumer states per the warranty it does state oxidation. It does not state specifics as to what oxidation process. 
  
  Regards,
  
  **** *****

  

  Business Response

  Date: 06/04/2025

  We are happy to clarify the difference between what your policy covers under this limited warranty and the rust you are experiencing. We do not list every situation or non-covered damages however, we do list what we can cover.  Zurich Shield is a paint sealant that is placed on the surface of the clear coat to prevent environmental damages from becoming permanent.  Oxidation is defined as a chemical reaction between oxygen and the paints surface causing the clearcoat to become chalky. Rust is a reaction to the metals exposure to moisture resulting in corrosion. Rust is not a listed coverage under this policy.

  Thank you,

  The Zurich Shield Team

  Customer Answer

  Date: 06/04/2025

  Complaint: 23328502
  
  I am rejecting this response because: This information is simply not on the warranty information I have/signed. You are stating this information after the claim has been filed. Again, the fact is rust is a type of oxidation, and you do not specify anywhere that rust is not covered. You keep having the same response without providing any documentation. You are simply choosing not to cover this claim. 
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:04/24/2025

  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 a windshield warranty from this company when buying a new car from a dealership from whom I had previously purchased a vehicle and windshield warranty. I have had to use windshield warranties on vehicles from three different companies in the past and assumed this warranty to be the same. I've never had a problem with coverage other than OEM vs aftermarket glass. When Zurich called me, the representative told me that the claim was being denied because the crack was OBVIOUSLY over six inches. Apparently, for the windshield to be covered, the crack must be larger than a chip but less than six inches. Setting aside the lack of reasoning for why a crack larger than six inches shouldn't be covered the same as one smaller than six inches, anyone who has had a windshield crack knows that they grow from heat changes and movement of the vehicle. I explained that the crack happened on Friday evening and I made a claim early Monday morning. By the time I was instructed about what pictures were needed by the glass company, the crack had grown substantially. The representative did not care. I emailed the company but have not even received so much as an automated response. Zurich's warranty appears to be designed specifically so that claims can be easily denied. Buyer beware! I will also be contacting the dealer to alert them that the third-party warranties they are selling are likely to result in unhappy customers. Perhaps they can prevent what happened to me by switching from Zurich to another company.

  

  Business Response

  Date: 04/25/2025

  We are sorry to hear about Mr. ******** claim experience.  Our product warranty has terms and conditions in which we are required to follow however, our Senior Director of Claims would like to perform some additional research.

  If Mr. ****** could please email some additional information to ************************************ it would assist her greatly.    Whom did Mr. ****** report the damage to on Monday morning?  What was the size of the crack at that time?  An any other details Mr. ****** feels would assist.

  We look forward to serving Mr. ******************* you,

  The Zurich Shield Team

   

• Initial Complaint

  Date:02/25/2025

  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.

  Yes on January 31 .I traded in my car for a used 2021 jeep wrangler. Love the jeep. But when I bought the car with financing. I did not know it has a ceramic coating thru this company. Well my gap insurance with them also. Anyway it was the end of the month and *************** was in a hurry too make a deal for my financing. Of course the finance guy rushed me so fast thru the paperwork I didn't notice the shield ceramic protection either till later in the week I saw the paperwork. It seems they gave me a free 12 month protection on it. On paper says worth one thousand dollars. I called the shield company. They told me the dealership gave it free??? I don't believe it's free?? They probably upted my car payment with that thousand dollars??? Not sure. Anyway who ever put the coating on my car did lousy job. It's a 2021 jeep wrangler. Probably wearing off. I put water on the jeep. Did not bead up. Was flat running water ?? Tells me worn down shield. Again I would not have bought jeep if I knew ahead of time it had ceramic on it. And it's all bull that ceramics last a life time?? That's a joke. All bull ??. Anyway I contacted my sales guy thru text. He said he would talk too manager they could redo the ceramic coating???did not get back too me. But than again I don't want it back on want the dealership just too remove test of the ceramic coating. Will be much easier too remove do too it's fading anyway. Also it's not just the fading due too either climate conditions etc. But it can be too people who don't know how too apply the coating also??? Not prepping it right?? Cleaning it clay bar and buffer and compounds etc. Again I love the jeep no problem it's just it was the end of the month and they wanted me too come back after I got home too make a deal. Token advantage of and that's not right. They knew I was excited and I rushed not thinking. So yes I think of our good Faith. They should just have there service **** take off the rest of the ceramic coating.

  

  Business Response

  Date: 03/11/2025

  We are sorry to hear about your frustration.   We manufacture a product that is distributed to dealerships. This product comes with a limited warranty with many benefits should our product fail.   We do not provide Gap coverage.  If you are concerned about the application process, we encourage you to speak to the dealership.

  Thank you,

  The Zurich Shield Team