ComplaintsforCeramic Pro

• Initial Complaint

  09/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am the Production Manager at **************************************** **. I was interested in ordering their product since ************ is a certified Ceramic Pro dealer. I was told to contact *********************** via email to order product. I also run an Automotive Business and I discussed with *** what the easiest and best way would be to order one sample product to coat some stone samples. He said I could do it via my Automotive business since I am only ordering one bottle of ceramic pro strong just to coat a few samples. I sent him my business insurance, business license, address, etc, whatever he needed. He then proceeded to tell me that he cannot send me any product as there is a dealer established here. Was very disappointed as I was talking to him for months all the while he assured me of sending the product. Since, he would not send it to my own business; I told him I'd rather just order it through ************ as a Production Manager. He then replied to my email and placed false accusations on me of trying to bypass him and the system to order the product. He also blatantly LIED that ************ is not licensed. Lastly, he proceeded to threaten my by saying that he has notified his corporate about this "bypass" that I was trying. I will attach a picture of our license and certification to this complaint. I replied to him and haven't heard since. The company has not even bothered to address this issue. Hopefully, a post here will help get a response from them.

  

  Business response

  10/02/2023

  Hello and thank you for reaching out to us about this issue. We apologize for any miscommunications and any delay in notifying you that we are unable to sell product to you. We do want to clarify that Exotic Stone was a previous customer of ********************** but has not purchased from us or been active with us or Ceramic Pro ****** in at least the last few years. As such, we do not consider Exotic Stone to be an active installer. 
  Ceramic Pro does have contracts with certain installers that include territories, and part of that contract is that we cannot onboard or sell to any installer within that territory who is not previously listed in their contract ("grandfathered in"). Exotic Stone and Mr. ********** personal business ***-C Automotive are both located within one such territory. Since Exotic Stone was not active with us at the time of this contract, they were not included as a "grandfathered" installer and cannot be onboarded or re-activated at this time. 
  Regarding the provided certificate, we would like to advise you that ***************************** is not and has never served as a "CEO & Founder" of Ceramic Pro, nor was he authorized to issue certifications. If ******************** was issuing "certfications," this was done fraudulently and without Ceramic Pro's knowledge or consent. We find this very concerning and we will look into this matter further.

• Initial Complaint

  05/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is in regards to the Ceramic Pro location in ******** at **************************************** It is the same business and the same manager, just a separate location. Summary Dispute:I went to Ceramic Pro (previously known as 5 point Auto Spa) to get my windows tinted on my car. They had good reviews and were highly rated. What should have been one appointment, has turned into 8 separate visits with Ceramic Pro, Tesla, and another tint shop. My rear windshield was broken twice by 5 points and I had to pay out of pocket costs for their replacement. It took a while to get that reimbursed. I had to miss a significant amount of work, deal with a lot of stress, and incur costs with finding alternative modes of transport each visit. The final tint is incomplete, and what was completed is subpar and needed to be redone by a different tint shop. I was promised a refund for the service and told it was in the mail for a while. After continuous failed attempts to contact the manager, he finally responded saying he cannot give a refund. This goes against all his previous communications that the refund was already in the mail. Throughout my interactions with Ceramic Pro, I was lied to consistently, promised reimbursements and then ignored, made large out of pocket payments for their mistakes. I am in the process of a dispute with my credit card company and ceramic pro. I would like assistance in getting a refund from Ceramic Pro. I also would like this to be a complaint against them in hopes that they do not act this way towards other customers, as well. I have detailed notes of all interactions, phone calls, and texts I have had with ceramic pros. These showcase their poor communication, lies, and disregard to the customer. I have receipts of glass replacements, alt vendor tint shop to fix Ceramic Pro work, receipt with Ceramic Pro, and pictures of damage caused.

  

  Business response

  06/01/2023

  Hello and thank you to the Better Business Bureau for bringing this matter between Ceramic Pro ******** and ************** to our attention. While we'd like to point out that Ceramic Pro ******** is a separate entity from Ceramic Pro LLC (our corporate office), we'd like to respond to this complaint as we do have partial ownership of this installing shop and therefore oversight on certain issues.
  
  
  We have performed an investigation into this matter, which included speaking to manager *****, as well as reviewing text messages, emails, and call transcripts between the shop and **************. We've found that the situation is as ************** has described - during the process of removing and applying tint to the rear glass of ****************** Tesla Model 3, the defroster lines were damaged twice, necessitating the replacement of that glass twice. A reimbursement check of $1864 was issued to ************** to cover the replacement cost of the two glass panels. After attempting to find a resolution, a refund for the full service was promised to **************, which was later rescinded for an offer for partial refund only. Following this, ************** initiated a credit card dispute/chargeback.
  
  
  After speaking at length with the installing shop, Ceramic Pro ******** has agreed to issue a full refund for the service to **************, in total $1057.69. This refund can be issued after the cancellation of the pending credit card dispute/chargeback. We at Ceramic Pro LLC believe this is the best solution for both parties in light of the situation. We ask that ************** confirm if this is acceptable.

  Customer response

  06/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/28/2020 I paid $1,290 plus tax to an authorized installer for Ceramic Pro Silver (5-yr warranty). The Ceramic Pro coating is said to have a 5-yr warranty as long as annual inspections are done at an authorized installer 30 days prior to the date of install, if not, the warranty will then be reduced to a 2-yr warranty. On 12/6/2021 the car was taken in for the annual inspection to the installer. My warranty should now be a 2-yr warranty through 10/28/2022.Upon inspection by installer I was informed that "there is little to no coating left on the car." I was shocked given the touted durability and longevity of the product and the 5-yr warranty that they boast about. I went over in detail with the installer (and later Ceramic Pro) what products were used to clean the vehicle and how it was cared for. None of the products or methods I used were questioned and the car has never been out of my care. I was given a couple of tips for improvements, but was ensured by the installer that nothing I have mentioned or done should have removed the coating. I read the care instructions for Ceramic Pro prior to taking possession of the vehicle. The car was maintained as instructed, garage kept, and driven minimally due to me working from home. I was offered by the installer to perform paint correction and reinstall the coating for $643.50. I reviewed the warranty for the Ceramic Pro coating to ensure I was within the parameters to receive reimbursement for the failed coating. I reached out to Ceramic Pro customer service on 12/10/2021 to reach a resolution on the failed coating per their warranty. After communication with Ceramic Pro they decided to deny my warranty claim after discussion with the installer due to "abrasion damage". Nothing abrasive has ever been used per discussions with installer and CP. The warranty is not real and Ceramic Pro does not stand behind their product or authorized installers. The warranty is he-said-she-said, and the customer is never right.

  

  Business response

  01/10/2022

  We appreciate the opportunity to review this issue as we do take customer concerns very seriously. We at ******************** strive to create a positive customer experience, and will continue to make adjustments and improvements. We gladly welcome all feedback and communication.
  Ceramic Pros denial of this warranty claim stems from the statement provided by the original installer. This installer advised us that the vehicle had damage from abrasion and the coating appeared not to be properly maintained. Weve reached out to **************** to provide photos of the vehicle for review, as no detailed photos were provided during the initial investigation period. Once we receive photos, we can review the warranty claim further to ascertain if the vehicle coatings condition matches the description provided by the installer, and further explore solutions.
  

  Customer response

  01/11/2022

  A video was provided during the initial warranty claim process prior to contacting the BBB, no pictures were requested.  Furthermore, this presents a chicken or the egg argument - When I took my vehicle in for the annual maintenance wash, I went over with the installer all products used and nothing was outside of the recommendations for caring for the ceramic coating.  I was informed on pickup there was little to no coating left on the car after only 1 year.  As such, my vehicle was washed an undeterminable amount of times (prior to the annual service) without a coating on it as it is indeterminable with the coating failed, and thus the vehicle is subject to typical abrasion damage that a black car would see with a standard pressure wash foam, two bucket hand wash.  Therefore, providing photos of my vehicle is irrelevant to the claim.

  The facts are - I cared for my car specifically as instructed by ceramic pro and under their warranty; I even made sure to purchase the necessary products to do so in order to protect my $1,200 investment. The care was discussed with the installer and nothing raised concern.  Furthermore, when I initially contacted Ceramic Pro about the warranty I was told there was never a warranty registered to my VIN number, but would be now, even though I was told there is no longer a ceramic coating on the car.  This presents further evidence that the warranty policy by Ceramic Pro is meaningless and not properly followed when a customer makes a claim.  You can care for your Ceramic Pro coating specifically as instructed, and if it fails, don't expect Ceramic Pro or the installers they authorize to stand behind the product or warranty.  An acceptable outcome is a refund as outlined as possible in the warranty details.

  

  Business response

  01/21/2022

  There were two layers applied to this vehicle - one layer of 9H (the stronger, less hydrophobic product) and one layer of Top Coat (the product that provides the glossy sheen and hydrophobicity). If the Top Coat were to fail and erode away, the 9H underneath becomes exposed, and the typical symptom for this issue is loss of hydrophobicity. It is much harder to see the effects of 9H on a surface as it does not exhibit the main visual indicator of a ceramic coating - hydrophobicity. 
  For the strength and chemical resistance of 9H, it is extremely unlikely that this layer would have worn away in the span of a year, at least not without mechanical assistance. Wed like to view photos of the scratches to help determine the depth of the damage and determine if the 9H is scratched. 
  As we are unable to view the vehicle in person, we rely on the installers testimony and photos/videos to make our determinations, and currently the installers statement does not match Mr. ******* statement. Without further photos, we remain unable to accept the warranty claim as valid and cannot further investigate. If **************** would prefer, we can offer one or multiple other neutral Ceramic Pro installers in the area to bring the vehicle to for further evaluation and diagnostic. 
  We would like to point out that we do not offer refunds, as Ceramic Pro did not process any payment for this coating, nor did money exchange hands between Ceramic Pro and ****************. What we do offer is to cover the cost of repair and reapplication, or a settlement payment if the issue is determined to be caused by product failure and repair/reapplication is not feasible for some reason.
  
  

  Customer response

  01/31/2022

  None of my previous statements were addressed in this response at all. Ceramic Pros warranty process seems to be to give them whatever they need in order to find a reason to deny your claim. What part of my statement doesnt line up with the installers? After the annual maintenance service I was told there was little to zero coating left on the entire car, which is why I made the claim. The installer pointed a few areas out, but yet the ENTIRE vehicle is missing coating which would indicate damage that occurred after a failed coating or else the entire car would be swirled and marred. Ceramic Pro mentioned themselves it is hard to see the effect of 9H on surfaces. You cant see a 9H coating with your eyes or photo and the installer said there is no coating, photos in this case are pointless and just used to deny customer claims. ******************** requests these photos in order to point to damage the installer already showed me, but yet it is impossible to say if any of that damage is the cause or effect. Pointing out a few spots sounds like the EFFECT of a failed coating. The installer said there is little to zero coating remaining on the car, it is why I made the claim, my coating failed in less than one year. My car has no protection and has been washed an unknown amount of times since it failed. Any swirling on the car is the result of the failed coating no longer protecting the car during a standard wash. Id rather not get into the semantics of using the word refund vs. settlement payment, my request is clear.  An acceptable response is a settlement payment as outlined in your warranty guide. Reapplication of the product and repair is not acceptable as this product failed within a year when cared for exactly as described and neither the installer or Ceramic Pro can tell me anything I did wrong caring for the vehicle that was outside of their guidelines and would strip a ceramic coating entirely. Reapplying a product that doesnt work is not acceptable.

• Initial Complaint

  12/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  --- Date of Transaction: 11/28/2021.--- Total Amount Paid: $1,320.--- Commitment of the Business: (See the Allure PDF: notice the "Ceramic Pro Package" and "10 year warranty").--- Nature of the DIspute: Ceramic Pro will not honor the Ceramic Pro Warranty offered by one of their certified installers.--- The business has reached out to the certified installer (***** from ***************). However, they are not willing to honor the promises of their certified installer.--- Invoice #*******.--- Warranty attached to VIN #: *****************.

  

  Business response

  01/05/2022

  We appreciate the opportunity to review this issue as we do take customer concerns very seriously. We at ******************** strive to create a positive customer experience, and will continue to make adjustments and improvements. We gladly welcome all feedback and communication.
  We currently offer a Silver Package which has a warranty of 5 years, and a Gold package which has a warranty of the lifetime of the vehicle (as outlined in the warranty terms posted on our website). We do not offer a 10-year warranty at all, and any warranties offered beyond our posted package warranty lengths are up to the original installer to support.
  Weve spoken with our management team, and in this case we will go ahead and honor the 10-year warranty that was promised by *************** as a one-time exception, and we offer our apology for the poor experience. We understand that this warranty was offered to you under false pretenses, and we will be further educating our installer network regarding our warranty lengths and setting up the proper expectations with customers.
  Ceramic Pro will void your current warranty, and we will register a new warranty for you with the 10-year term in writing, please allow 1-2 business days for this to be completed. An emailed copy of the warranty registration will be sent to you. Please note that the general terms of the warranty will remain the same - you are still required to return yearly for the annual inspection, as well as abide by the recommended care guidelines. If you have any further questions regarding your updated warranty, please feel free to reach out to us at **************** or **********************************.
  

  Customer response

  01/05/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me, upon the condition that my other ceramic pro warranties (such as interior, glass, and rim warranties) are unaffected.  I will wait for the business to perform this action and, if it does (under this condition), will consider this complaint resolved.

  
  Regards,
  
  *******************
  
   

  
  

*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. ↩