Complaints

• 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,
  
  ***********************
  
   
  

*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. ↩