• Report: #915757

Complaint Review: Xzilon Inc.

  • Submitted: Sun, July 22, 2012
  • Updated: Sat, August 18, 2012

  • Reported By: Jessica — Rockford Illinois United States of America
Xzilon Inc.
11022 Vulcan St South Gate, CA 90280 South Gate, California United States of America

Xzilon Inc. Botched Claim Repair South Gate, California

*Author of original report: Response to Xzilon Employee

*UPDATE Employee: Xzilon Warranty Clarification

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I purchased a new 2012 Volkswagen Jetta last month, at the beginning of June.  Before even test driving any of the vehicles on the lot my sales associate eagerly told me about a product, called Xzilon 4.  It was explained to me that Xzilon is designed to help protect and prolong the life of the car's interior and exterior.  They continued to explain that Xzilon is designed to help prevent scratches on the paint, chips in the windshield, and damage to the upholstery.  If my car did get damaged after Xzilon 4 had been applied Xzilon's warrenty would fix the damage.  There was even a vehicle in the showroom that had Xzilon 4 applied to the exterior, had then been spray painted, and customers were encouraged to scratch the spray paint off to see how easily it came off, leaving no damage to the cars finish.

After reading reviews online I was skeptical about purchasing Xzilon 4 for my new vehicle.  Many people said it was a rip off, that the customer service was horrible when attempting to file a claim, and that the product lessened the lusturous appearance of the exterior finish.  However, this being my first new vehicle purchase, I reasoned that since I was already spending a significant amount of money to purchase the vehicle, it wouldnt hurt to spend some additional money to protect it.

Less then a month after purchasing my vehicle a rock chipped the windshield.  I immediately went to the website to file a claim.  However, my information would not work.  I called Xzilon's customer service number and was told that because my purchase was so recent my information had not been entered into the system yet. The customer service representative was very helpful and said if I scanned and emailed my contract to them they could file my claim for me.  They then explained I would be contacted by a second party in a few business days.  I was contacted by The American Guardian Group of Companies very quickly.  They explained that they had received my claim and verified the information I had provided.  They then told me a third party would be contacting me in a few buisness days to schedule an appointment for me to have my windshield fixed.  A week went by and I was never contacted by the third party.  I called The American Guardian Group of Companies back and they quickly resolved the problem. Within minutes I was contacted by Safelite Solutions to set up an appointment with them for the following day.

I arrived to my local Safelite Auto Glass repair facility and at that point the process of repairing a chip was explained to me. I was told that air would blow out any dirt or debri in the chip. Then a clear resin would be used to fill the chip. Lastly, I was told that the chip would still be visible. Filling a chip with resin was not a cosmetic fix it was strictly a process to prevent the windshield from cracking. This was news to me and I was less then thrilled to hear it. While waiting for my repair I read up on chip repair and found that applying resin to a chip only improves the visibility between 60-80%. This continued to make me upset. Lastly, I read that once a chip has been filled with resin there is nothing that can be done after that to improve the appearance, aside from purchasing a new windshield, obviously not covered by the Xzilon warranty.

I was livid after my repair was complete. Not only was it an unacceptable repair job but the technichian placed my metal keys on the roof of my car, potentially scratching the finish. My new car was only a month old and now had a permenant blemish on the windshield. I purchased the Xzilon 4 product with the impression that it would protect my vehicle from receiving chips in the windshield and that if by chance it still happened my car would be restored to its original condition, not remain damaged. I now have a brand new car that for the remainder of its life will have a blemish on the windshield. This is just not acceptable for me.

I proceeded to write an email to Xzilon explaining how disappointed and upset I was with the quality of the repair. I sent it to every email address I could find on the Xzilon website, including the person I emailed my contract to. I have not received any responses to any of my emails. Xzilon showed wonderful customer service when I was filling my claim but now that I am an unsatisfied customer they will not respond. I will never purchase their product again, and I will advise anyone who inquires about their product to do the same. For the price of their product I could have replaced my windshield and restored my car back to its original state. If anything their product has wasted my time and will now cost me additional out of pocket expense to fix it correctly.

This report was posted on Ripoff Report on 07/22/2012 02:07 PM and is a permanent record located here: http://www.ripoffreport.com/r/Xzilon-Inc/South-Gate-California-90280/Xzilon-Inc-Botched-Claim-Repair-South-Gate-California-915757. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Response to Xzilon Employee

AUTHOR: Jessica - (United States of America)

An email was sent to all the e-mail addresses listed under contact on the Xzilon home page and one was also sent to Ms. Baker whom I had previously had contact with when filling my original claim.  The e-mail addresses and time stamps are as follows; Order@Xzilon.com e-mail sent on 7/17/12 at 9:46 PM, lbaker@Xzilon.com e-mail sent on 7/17/12 at 9:47 PM, Info@Xzilon.com e-mail sent on 7/17/12 at 9:48 PM, Axxess@Xzilon.com e-mail sent on 7/17/12 at 9:48 PM, Webmaster@Xzilon.com e-mail sent on 7/17/12 at 9:48 PM.  An e-mail was also sent to a representative at Safelite Auto Glass, referral@safelite.com on 7/18/12 at 10:31 AM.  Lastly, an e-mail was sent to a Mr. Peters at The American Guardian Group of Companies, bpeters@agwarranty.com on 8/3/12 at 11:52 AM.  I still have not received any responses to any of my e-mail attempts.

It is not further clarification of the Xzilon warranty that I am seeking.  It clearly states in the warranty that rock chips will be repaired if they are smaller then a dollar bill.  It also stated that if a chip is larger then a dollar bill Xzilon MAY contribute up to $500 dollars towards a new windshield if the chip/crack is found to be unrepairable.  

My problem is that the "repair" covered by the Zxilon warranty was unsatisfactory.  I will repeat myself here and say again, that I do not consider the fact that I can still see the chip in my windshield a repair.  A proper repair would return my windshield to it's original condition, chip/blemish free, then and only then will I consider my windshield repaired.  Until that happens and the service is provided by Xzilon the warranty has failed and the company, in my opinion, has provided false information.
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#2 UPDATE Employee

Xzilon Warranty Clarification

AUTHOR: Joy Eastwood - (United States of America)

Thank you for your feedback, Please refer to your warranty for the complete coverage, as well as exclusions of the Xzilon contract.

If you would prefer to contact Xzilon regarding any clarification please feel free to do so at 800-553-6866, I would be happy to assist in any way possible. I dont show ever recieving any email in regards to your concerns.

Thank you
Xzilon Inc
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