Complaints

• Initial Complaint

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim ******** which was denied for paint damage (which is non existent) in the dent since the area is covered with PPF and the damage was caused by a Woden object and only made a dent. The pictures sent had white ***** from the double sided tape from under the plastic trim

  Business response

  03/06/2024

  Regarding: *****************
  
  On October 1st, 2022, ********** purchased a 2023 Land Rover Defender from Jaguar Land *******************, **. During the purchase of the vehicle, they sold him a plan in which we administer, Ding Shield Ultimate Unlimited Wheel.
  On February 20th, 2024, ********** called in to our customer care center to file a report of damages on his 2023 Land Rover Defender.
  He indicated on the call that there was a dent located on the passenger front fender of the vehicle. A claim was opened. We requested that ********** send in photos of the damage. He did as requested.
  The photos were shared with our technician who advised that there was paint breaking at the edge of the panel. The dent also appears to be deep and oversized. See below for coverage and exclusion section of the customer contracts:
  
  Ding Shield Ultimate Coverage:
  The Ding *********************** Plan includes: Paintless Dent Repair (PDR): provides coverage for unlimited removal of certain dents and creases from the Covered Vehicle using Dent Wizards PDR repair process. Each PDR repair covers the removal of any dents and creases that do not exceed 3.25 x 2 (approximately the size of a traditional credit card) within an area located on a single panel of the Covered Vehicle.
  
  Ding Shield Ultimate Exclusions:
  Paintless Dent Repair(PDR)does NOT provide coverage for the following:  (1) any dents or creases that have punctured the metal or resulted in visible paint damage; (2) repairs to any area of the Covered Vehicle made of composite material (e.g. a bumper); (3) the replacement of any parts; (4) any damage that requires replacement of body panels, or sanding,bonding, or painting.
  
  Result
  We informed Mr. **** on February 23rd that the dent was not covered due to paint damage. ************ informed us that he added double side tape to the edge of the panel and there was no paint damage. We decided to set up a visual inspection.
  
  In the meantime, we were informed that ********** contacted his selling dealership who reached out to our account manager in the area. ********** mentioned that he was not concerned about the paint damage and only wanted the dent removed. Our Compliance Team emailed a paint waiver document to ********** on February 28th. ********** signed the paint waiver document on February 29th.
  
  We emailed ********** on February 29th to have him confirm the best days and time that work for him so we can coordinate an appointment with our technician to work on the dent. As soon as we hear back from **********,we will schedule the appointment. 

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a smartshield protection plan with Dent Wizard International Corporation from August 2020 until August **** when I first purchased my vehicle. I recently submitted a claim in September regards to a bird drop and need to have the car repaint. I understand it is a complex process, and I patiently waited for them to work it out. However, it was taking longer than whats necessary, while I was only getting perfunctory emails. I called them today and I was told that my claim was at paused status. Also, I was given the runaround when I demanded to speak with their supervisor. Afterward, When I checked online, my claim was closed without any solution to my claim.

  Business response

  10/21/2022

  Good afternoon ************, 

   

  I see this claim was filed on 9/6 and apologize for the claim process taking 4 weeks as these claims do take longer to service because not only the type of service but the extent of service needed. For chemical claims we have to reach out to certified detailers which can be challenging with receiving a reply as quick as we like. I am Supervisor of customer care rep ******** that has been handling claim and therefore have had to approve this claim when first opened and estimates provided. This coverage is for paint protection from environmental hazards and typically bug etchings, bird droppings and things of this nature and typically remove with clar bar or detailing services. There are times when droppings or etchings bake into the clear coat and paint correction is needed. Because coverage is not for paint damage, paint chip, scratches we have to attempt to remove blemishes before approving paint correction. During claim process the damage reported spread and needed further approval and assessment as we nor detailer had seen bird dropping residue spread and remove paint entirely. I do see in claim notes that you went to dealership and they said vehicle needed repainted, unfortunately for any claims we service we must send our own technicians or detailers to assess vehicle or attempt repairs before approving. I am not what the statement "claim on hold" was but I approved the first estimate which was $500 to $800 and then re approved the charge of another $875 for a total of $1,685 after it was discovered the hours of labor and work was more extensive. ******** sent approval to ******** with ******************* back on 10/11. I do see mention of requesting a refund, but as you see this is one claim for damages that would have occurred with or without the product applied, being covered for more than $600 of what policy cost and policy is good until ****. Your claim being closed is just to keep files organized and does not hold weight on vehicle serviced. ******** is on vacation and claim closed when I provided final approval. I have asked our ******************************** to contact detailer for status. 

  Respectfully, 

  *************************;

   Supervisor, Service Operations 

  Customer response

  10/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Zu ****

*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. ↩