Reviewer
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Unfortunately I didn’t understand the details for the coverage I purchased. Therefore, when I needed it, my claim was denied, leaving me paying out of pocket. The company was not willing to work with me at all. I feel cheated out of the money I paid for the coverage and very dissatisfied as a customer.
Reviewer
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I am writing this review to express my extreme disappointment with both the dealership and Crystal Fusion. I purchased a car here and was strongly recommended to get Crystal Fusion's windshield warranty. Unfortunately, when I actually needed to use it for a problem, the experience was a nightmare. Despite having the insurance, Crystal Fusion refused to cover the fix, leaving me with a damaged vehicle. I feel let down by both the dealership's recommendation and the warranty company's lack of support. I wouldn't recommend doing business with either of them if you're expecting reliable protection.
Reviewer
0 helpful votes
Response time was fast. The process for submitting a claim was simple. The customer service was very pleasant. Windshield repair was resolved within a very short window.
Reviewer
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WARNING TO CONSUMERS: I purchased Crystal Fusion windshield coverage (which is expensive) for my Ford Bronco specifically for peace of mind in the event my windshield was damaged. Unfortunately, when I finally needed to use the coverage, my claim was denied based on a technicality tied to an estimated date discussed during a phone call — not based on when the crack actually became visible or identifiable. Like many windshield stress fractures, my crack progressively expanded over time due to heat and weather exposure. Initially, there were no obvious visible signs of damage. Once it became clear that it was an actual crack, I reported it immediately and honestly. Instead of appreciating transparency, Crystal Fusion used my estimated timeline against me to deny the claim under their 72-hour reporting policy. Here is the issue consumers should understand: windshield cracks often do NOT immediately appear as large visible cracks at the exact moment of impact. Many drivers would have no way of knowing precisely when microscopic damage first occurred versus when the windshield actually starts visibly cracking days later. Ironically, this progressive expansion is also related to the windshield treatment product itself, which is marketed as helping protect the glass. What disturbed me most was how the claims process felt focused on finding a reason to deny coverage rather than reasonably evaluating the situation: • Representatives provided inconsistent explanations during different calls, and one conversation even implied that providing a different date may have changed the outcome. • The focus remained on forcing an “incident date” rather than asking when the damage actually became visible or identifiable. • After the denial, the crack continued expanding toward the edge of the windshield, creating a legitimate safety concern, while reconsideration requests remained denied despite an active BBB dispute. • I was essentially penalized for being honest instead of simply providing a more convenient answer. • In my opinion, the way the coverage is marketed versus how the reporting requirement is applied during the claims process felt extremely misleading. The coverage sounds excellent when sold at the dealership, but consumers should understand how aggressively the reporting timeline may later be interpreted during the claims process. A protection plan only proves its value when a company stands behind customers during real-world situations — not only when circumstances fit perfectly into narrow technical wording. I maintained professionalism throughout the process and attempted to resolve the matter privately and reasonably before escalating publicly. Unfortunately, based on my personal experience, I cannot recommend this coverage and strongly encourage consumers to carefully review every limitation and reporting condition before purchasing. This review reflects my personal experience with Crystal Fusion.
Reviewer
0 helpful votes
It's a waste of money to buy a car shield insurance that you must file a claim within 72 hours. This is my first one and my last one. It is just a rip of business. Never ever do business with Crystal Fusion again.
Reviewer
0 helpful votes
I reached out to customer service on 3 separate occasions and asked for assistance with the vendor contracted to fix my windshield and I NEVER HEARD BACK from anyone! They did reach to inquire if the job was done and requested paperwork, but never responded to my several requests for help! Their email signature states "WOW Every Customer... Be the Best" Hard to do when there is no response or help provided! Ridiculous! It took 6 weeks for me to get a replacement windshield. This coverage and service is a waste of money. I would not recommend to anyone!
Reviewer
0 helpful votes
I would never do business with this company again. I had a rock hit my windshield. I inspected my windsheild when I got home and found no damage. I parked my vehicle for 9 days while away on vacation. I drove my car once after vacation, still no crack visable. The next morning I got in my car and noticed an 8" crack. I filled out the claim that afternoon and put date I thought the rock hit (9 days ago) thinking that's the date they wanted. My misunderstanding of which date they wanted and trying to be honest about the date I assumed it happened meant my claim was denied. This company is about money not taking care of their customers.
Reviewer
0 helpful votes
Customer Service agent was rude. Told me I couldn’t comprehend when I was explaining what I was being told by her is different from my contract. Told me one thing and is doing something different. Waste of money!
Reviewer
0 helpful votes
Claims on your chip window must be made within 72 hours or your claim will be denied! Buyer beware. It doesn’t matter that you have five years of warranty if you don’t make the claim within 72 hours or you don’t lie about when this happened, then your claim will be denied.
Reviewer
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It was easy working with the claim adjuster, and my vehicle came out great.
Reviewer
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Application of product on a replacement windshield only took two hours in a Bellingham, WA shop (Lone Pine Auto Glass) owned by a very qualified shop owner, Tyler Johnson.
Reviewer
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The Crystal fusion staff was great; filing a claim was very easy. The windshield was ordered and came faster than expected. The glass installer was good.
Reviewer
0 helpful votes
Best warranty I’ve ever purchased. Easy to file a claim and it was so quick. With how expensive new windshields are, this is a must-have!
Reviewer
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The process is easy and I get a prompt response.
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Technician was thoughtful well trained and patiently performed. Careful to explain his work afterwards and ensure through out the process no damage to the car as it is a rather invasive process to remove a windshield and care for all the technology incorporated in the windshield.