Crystal Fusion is close to a scam, with poor customer support

[ftwhite]

When I purchased my 2018 Silverado new from a dealer, I was offered a "warranty for the windshield" called Crystal Fusion. Is was sold as a hydrophobic coating that strengthened the glass and warrantied it from cracks. If it cracked, they would replace the windshield. Two years into ownership, I got a rock crack in the windshield, about 6inches long. Called to file a claim, they gave me a claim number and two options: I use their glass company (Safelite) and everything gets handled automatically. If I use my own glass company, I would be reimbursed. Since Safelite had messed up a replacement of my wife's car 5+ years ago, and had sent the wrong glass to replace my Suburban and couldn't reschedule for 4 weeks, I chose to use the glass company that works with several local dealers.

 

After calling the claims department several times to get directions on how to arrange the payments, and having the glass service call them to provide part numbers, we waited for the glass to get into the dealer and set a date to do mobile service in my driveway. When he got to my home, we took a picture of the damage and called the claims department to provide. they were closed. So he proceeded to replace the glass and provide me with a invoice and receipt. Later the next week, I called claims and got an address to send all the paper work to. A week later I had to call to check status and was told coverage was declined because 1) I had not received preapproval authorization in the form of a number; and 2) we used OEM glass and the warrantee covered "OEM like glass of similar quality". 

 

I contacted the dealer and asked for a refund of the money I paid for the warrantee. I won't buy a product like this again. I am sure there is a way to get the glass replacement, but to lead me down the path they did, and then not work with me to resolve basically a technicality is unacceptable. I even suggested they only cover the cost they provide to their own glass provider, but they were firm that they didn't have to pay me anything, and I had not recourse. 

 

UPDATE: I called the dealer I bough the truck from: Karl Tyler Chevrolet in Missoula, MT. After hearing the details, they called their rep at the company and got the claim covered. Got the $700 check in the mail last week. Nothing but good things to say about Karl Tyler! Sold a product, and made it right when it didn't work out.  

Edited August 10, 2020 by ftwhite

[davester]

That sounds exactly like what I would expect for a product that is applied to a windshield.   They make a ridiculous promise, then make it impossible to get paid when the promise fails.