Great customer service and great video. Things don’t always work out perfectly and that’s when our opportunity for reputation shines ⭐️

Very professional of you in my opinion. I love your videos, i learn a lot from you. You are an honorable man. If it happens again, then i would be suspectful. Thanks for the video 😊😊

Not your fault bro. You can see all the scratches on the front….they were probably using a brush or a tunnel car wash. With enough abrasion the ceramic coating will be removed. I’m wondering if the coating didn’t fail but rather it’s been slowly removed due to improper washing?

By the looks of the hood it looks like improper washing from the customer possibly or going to wash with brushes. Great customer service and transparency

Aquí tu primo caribeño bendiciones 🙏

Honestly ceramic coatings are kind of frail if you need to be constantly respraying "boosters" for maintenance then that tells me they don't last very long.

Way to step up and take care of your customer. You are honorable and loyal to your customers, hopefully you get the same in return from your customers that have been with you for however long.

I agree take care of the customer and don't do the blame game. I like how you treat your customers.

The way I look at it, is you did more then enough on the business aspect and customer satisfaction side. In taking care of client. A thing to remember too is if you are coating numerous vehicles theirs always going to be one vehicle that things just don’t go right. Part of life & business! Good job sir 🫡

Good video Carlos

Good on you for taking care of the problem at no cost!

Why didn’t you use a water spot remover! That helps alot for a clogged coating

love your videos waxing cars for over 50 years big fan of yours will subscribed now i just keep simple lol bless day

this is why i only use sealant wax

I think I would’ve cleaned up the scratches on that hood while you had it in the garage, looked fab tho you are a hard worker for sure

I think coatings are great but in my experience you have to take care of them to keep them performing properly. It looks to me like something is on top of the coating on that one side. You just never know what the customer does to the car when you are not there.

Great vid Carlos 💪

In my humble opinion I think he's been taking it thru the brush car wash

Did you check the paint thickness? I suspect the drivers side had been repainted and not fully cured, the out gasing will cause bonding issues.

How about a "water spot" remover" chemical to unclog the coating?

There much more you coulda done instead of reapplying a coating and paint enhancement. Good on you for taking care of the customer but there is boosters, clay, decon, I heard water spot remover works too. I’m sure all Those are products you had on hand instead of buying a brand new coating!

I respect you doing this and I understand why you did it BUT those scratches on the hood tell me all I need to know!! SOMEBODY was doing something they aren't suppose to be doing..... Sucks bc they are a long term customer of yours and they would rather destroy their paint than call you for maintenance service. DO NOT LET THEM DO THIS TO YOU AGAIN! Seal has NEVER failed on ANY of the cars I have done, 0 fails. That looks like it was clogged or somebody used a strip soap or some chemical on the paint. That was weird in every way, but customer is always right if you wanna keep them happy, but if it were me this would be their one and only questionable freebee. I record every single service I do that way I can always go back and look to see if I screwed up and also just in case someone tries to bad mouth me which has only happened once but I shut that crap down immediately so it did not effect me, ppl will try to get over if they don't know you record every service you do, recording my work is always in the paperwork and i tell them before i get their that I record my work and it will not be posted online without permission which I Rarely ever post any of my work online, I do plan on starting a youtube channel Im just terrified of the internet lol. You handled this the right way as long as they have never done this to you before.... Love your channel and your transparency with what you do, i love learning new things especially how to handle certain situations I haven't been through yet.

With all the scratches….proves it wasn’t your fault. Poor washing methods from customer, that’s why I required a monthly exterior service by us for warranty

I really struggle with ceramic coatings on dailies. With them needing a topper every 3-6 months, at what point is the coating gone and topper doing all the work? Might as well apply a good ceramic sealant and not bother with a coating. But, people want the coating.

My opinion is if you op out of the maintenance package you lose your warranty

Hola Sr. Serrano, have a quick question, have a 2024 es 300h, it has Vapor chrome wheel. What product you recommend for cleaning this particular wheel?

Were you able to remove the ceramic with the yellow pad? No way the strip wash removes ceramics or does it?

That weird that the coating just didnt decide to bond to kne side of the car

Maybe it didn’t bond properly to the paint

No offense… but if the vehicle is being fixed in the exact same place that you did it last time, the sun is directly shining on it. Secondly, this sounds exactly like sprinklers hitting the car and the water drying.

Maybe the product expired

That coating is junk

It's late...

The scratches on the hood speak volumes.... still I think you handled this correctly this time but don't let them take advantage of your kindness, I see ppl try to manipulate us detailers all the time. Idk about you but that's the main reason I video record every service I do.