I brought my new Lexus GX 550 in for the Ultimate Armour package (just under $5k)…read more
Scheduling and drop-off were both straightforward and easy, so no complaints there. Where things started to slip was on the pickup side. I was told the car was ready, but still ended up waiting about 30-40 minutes before actually getting it.
At checkout, I was also surprised to see a tip screen with suggested amounts that felt pretty high given the service. I ended up leaving a small tip, but the experience itself didn't really match that level of expectation. I also would have appreciated a quick walkthrough of the work that was done--especially at that price point--but it was more of a quick handoff of the keys.
I came back for the 10-day follow-up and made a point to ask about timing ahead of time. I was told it would take about an hour. I arrived early, but after an hour the car hadn't been touched yet, and there wasn't any update unless I asked. That part was frustrating.
So, they ended up rushing my 10-day follow-up inspection. Gave the car a quick rinse and handed me the keys. What was the point of driving down from Carlsbad??? Over 3 hours wasted.
For comparison, I had a great experience at their Kearny Mesa location previously, so I know what they're capable of.
This location is stretched thin, which seemed to impact communication and overall service. I was not the only customer in the lobby feeling this way.
Given the type of clientele they're working with and the pricing, I was expecting a bit more consistency and attention to detail.
Their follow-up consisted of more sales pitches of coupons for services I already had done. Would have been nice to have the discounts PRIOR to the work!
I planned on using the wash program and mentioned to Jasmine my poor service experience. Think there was follow-up? Nada.
So, thumbs "kind of" up for Ceramic Pro but thumbs down for this location.
Overall, I think the company itself does good work, and have used the Kearny Mesa location in the past several times with excellent success!!
I would not choose this location again.