Ziebart - Albany, NY were supposed to replace defective paint protective film (PPF), applied to…read morefront bumper that was peeling and lifting. The replacement was authorized and approved by Ziebart corporate.
After replacement and before I left Ziebart's lot, I inspected their PPF replacement job. I noticed in the lower right corner of the front bumper, what looked like shapes of geometric fragments, some with vertical and horizontal lines. These were actual PPF fragments that were underneath the new PPF that was applied. The PPF could be actually be seen and felt rising over the top of the fragments underneath. I took pictures. I've included pictures and descriptions below.
I pointed this out to the General Manager. He told me that those were "stone chips" that had "penetrated" the PPF. Again, I pointed out to him, showing that the new PPF actually RISES OVER the fragments. His statement was not only ridiculous, it was preposterous. In addition to physically seeing and feeling the raised areas, "stone chip" damage: 1) does not manifest in precise horizontal lines, vertical lines and geometric shapes and then in a small, localized specific area. 2) would create a wider impact and a random pattern.
After arguing with him, he said he would fix it and told me TO MY FACE that he needed two estimates from TWO body shops. Not only did I get two estimates from the body shops, I also went to a reputable PPF and detailing shop. They confirmed my findings in a written statement from their technician.
Additionally, I had a licensed auto insurance adjuster and body repair estimator look at Ziebart's "handiwork". He also provided a notarized statement attesting to the same findings, essentially there were left over PPF fragments that were covered over with new PPF and that there was no "stone chip" damage.
The conclusion is during the removal of the old PPF, the Ziebart workers pulled some of the clearcoat off in that area. They put the fragments back and put new PPF over the top to cover it up.
To repair the damage they caused, requires a complete sanding and repaint of the color base and clearcoat, as stated in the body shop estimate. The least of repair estimates was $1,200.
I had the PPF removed by a reputable (not Ziebart) dealer, I again took pictures. It showed the the geometric areas and lines I mentioned. There was no stone damage. Again, in addition to that facts, if stones could have penetrated the PPF, they would also have created a wider and random damage pattern, not actual shapes with exact horizontal and vertical lines. Additionally, if stones could penetrate the PPF, then it is a waste of $900 for a defective product.
The general manager later refused to honor the estimates provided to him and pay for the incompetence and negligence of his employees. Instead, he sent me an email stating the damage was due to stone chips. In his letter he contradicted himself. I could go on about flaws and contradictions in his statements, but I will just mention this. If he wasn't going to take responsibility, then why did he insist that I obtain two repair estimates from two separate body shops?
I contacted Ziebart Corporate and spoke with the "Senior Customer Service and Training Administrator", also sending her all the complete documentation, which also included pictures. Her email response was that there was nothing she could do, as each franchise is individually run.
I then filed a complaint with the NY State Attorney General's office. They tried to reach Ziebart's Albany, NY location but told me they did not get any response. What does that say about Ziebart? What do they have to hide?
Bottom line, avoid this business and their unscrupulous tactics. The other auto detailing place also pointed out many flaws in Ziebart's application of the PPF, which I didn't know about and that I also documented.
I've heard of other complaints from other people, but never really thought much about it, perhaps a random event. Now I know. With that said, find a reputable company that will 100% stand by their work. The old saying is right, Caveat Emptor!