Foam It Green

Mr [redacted] spoke with the customer service manager, so he did speak with the manager He was always contacted back if we missed his call.Tests are not done on serial numbers Tests are performed physically on returned tanks per the warrantyNo tanks have been returned to us for testing If Mr [redacted] believes this is a warranty situation despite determining that all items in the kit functioned, he is welcome to follow the warranty process for us to inspect He is not qualified to determine if something is a warranty when based on his information, the manufacturer believes otherwise.Arbitration, as it explains in the warranty, is a step that a customer can take after our warranty test if he disagrees with our result- but he has to actually follow his part of the warranty first by submitting the tanks back to us for testing https:// [redacted] .com/why-choose-us/warranty/ Here is why we determined that Mr [redacted] does not have a warranty - the kit he purchased made spray foam A manufacturer's defect in either tank or spray applicator would not allow him to make any type of foam from the very start of the kit He was making green foam to start, so he was running on ratio and then went off ratio.Making on-ratio foam is up to him as the user per the instructions, warranty, and terms and conditions agreed to at the time of sale.Temperature of the tanks at the time of spraying is the #cause of running off ratio If the tanks were too warm, it would produce the exact situation Mr [redacted] described.To help Mr [redacted] because he said none of the troubleshooting would work, and he was a good customer, we did send him a $value spray applicator free of chargeHe claims that also didn't work We are not on site with him All we can is help a customer troubleshoot their DIY kit We offered Gregory help on getting his project done with more foam at a reduced price and he declined.Recap - Mr [redacted] seems to be mistaking a warranty with a satisfaction guaranteeThose are different thingsWe cannot guarantee a customer's project or yield because we're not the one spraying the product Likewise, we cannot guarantee a customer runs on ratio for the whole kit because that depends on how the kit is used on site The product is warrantied against manufacturer defect Given the information provided, both tanks and the spray applicator(s) worked, so they are not defectiveIf he still feels this is a warranty, he needs to follow the stated warranty process agreed to at the time of purchase

We demand that this be taken down immediately [redacted] was provided the $discount on the kit to help him out even though this was not a manufacturer's defect He agreed in writing that this was sufficient and he considered the matter closedWe went above and beyond our stated policies for him If this Revdex.com complaint is not removed, we are inclined to turn the heavily discounted kit around in transit

We are of course disappointed that [redacted] is disappointedWe are equally disappointed that he told us that the kit worked great once he swapped out the sprayer, and that a replacement sprayer would resolve his concern, but then goes to the Revdex.com to ask us for $more back[redacted] ***'s warranty protects against broken parts and on his word since he refused to send a picture of the sprayer he said was defective, we sent the replacement for the part he claimed was brokenThis resolved the issue.Beyond that, we're going to have to agree to disagree because:It would be impossible to lose 3/of the an entire board foot kit worth of product when his original claim is that no product was even filling the line in the first placeSwapping a hose assembly would never cause someone to lose sq ft of product!As [redacted] knows from reading the instruction manual, on the first page, it explains the manufacturer is not responsible for wasted components from how the user uses the product.We ask that Revdex.com close this case due to ***'s unreasonable request and because [redacted] already went above and beyond it's warranty policy to help him

Complaint: [redacted] I am rejecting this response because: they know it failed and don't think batches failThings fail and was asking for replacement firstThey were first nice and became mad because I wanted replacement since product failedI guarantee everyone who makes things fail off and onThey need to own up to itIf they don't that's fineI'm filling today with my card too that product is faultyAll they had to do is own up to it Sincerely, [redacted] ***

Revdex.com: They contacted me after I submitted my concern The problem has been resolved if the new kit arrives Sincerely, [redacted]

Team Foam it Green spent time on 9/28/16, 10/5/16, 10/6/16, 10/7/and 10/10/trying to help this customer troubleshoot his do it yourself kit.Where this stands is that the kit is only warrantied for days after opening the kit. The customer is only in need of a new spray gun - that is all. Our offer stands to help them with this $part but first they must remove the Revdex.com complaints and now the Rip Off Report.Our stated warranty is here: https://***.com/why-choose-us/warranty/ It states that if a customer believes the kit is a warranty and we can't work it out over the phone to determine it is manufacturer defect but the customer still believes it is a defect, they must return it for inspection. Mr*** is not qualified to determine if this is a warranty. He has not followed the warranty procedure.These statements are bordering on slander. A stated warranty is a legal document that GET takes very seriously about upholding. We've spent days trying to determine over the phone if this was a manufacturer defect as to avoid Mr*** having to send the kit back for inspection. Claiming a company is not following their legal statement just because Mr*** is not getting what he wants is a very strong, and actionable statement. Mr*** should follow the warranty procedure if he would like the kit he has to be considered for warranty by returning it for inspection. However, again, if it was opened longer than days ago, it is out of warranty

It does not surprise us that *** *** wants his original kit for free. That was his very first question to us prior to ever buying. On 1/23, he asked us for free product for his project in exchange for being mentioned on his brand new blog. When we declined, he angrily said
he was going to go with a local company who will give him what he wanted.Then, on 1/25, he bought online*. We almost canceled his order then because we knew he was going to be trouble. He does this regularly to companies, proudly publicly displaying the hashtag #***. Since *** ** *** is the perfect product for his project, we decided against our best judgment and fulfilled his order. And, sure enough, on 1/31, *** called claiming he didn't get the *** suit and respirator mask that came with his order. We knew this wasn't the case and that he was just trying to get free stuff, but we sent replacements anyway. In March, *** publicly posted a video of him and a friend each wearing our *** suit and respirator. So, he did get the original *** suit and mask, and therefore has already stolen $worth of product and shipping from *** ** ***. I've included a screenshot from that video to showing *** suits and respirators(His friend also purchased a kit, but not a respirator.)*** never contacted us while he was spraying, as he never had issues. Per the video (see 2nd screen shot), he made excellent green gorgeous foam that looks to be about inches+ deep. Dustin's complaint is about yield - but yield is controlled by the user of the kit.* The kit worked perfectly. It's ok that *** sprayed thicker than he first budgeted for, and that he needs more foam to complete his project. But, again, that's not the fault of the product or company.While telling the world through ***, blogs, ***, ***, *** and now Revdex.com to boycott *** ** ***, he was secretly, surprisingly buying more foam under his girlfriend's name because he knew he liked the product and needed more. We canceled that 2nd order right away, refunded his money, and he would have received emails from both the credit card company for the refund and our online order system saying the order was refunded. He never spoke with ***. He spoke with ***. She never said "ripped us apart." She simply explained that we're not going to do business with people who are aggressive against the brand online and explained that if he takes down his libelous comments, we may consider selling to him again.*Purchasing online, *** *** agreed to the terms and conditions, which state that yield of this do-it-yourself product is under the control of the user, the instructions need to be followed to get great results, and that if there is any question about the kit or foam he is making to stop and contact us.We ask that Revdex.com completely remove this case based on our right not to do continued business with someone who has stolen from us and stated libelous and disparaging comments about the product online in an effort to get what he originally wanted - a free kit

We request that Revdex.com close this case.The kit functioned properly. Running off ratio and yield of any do it yourself kit is determined by the user.If the customer still feels the kit is defective, he needs to follow the terms & conditions agreed to at purchase and stated in the warranty by returning the kit to us for inspection. We will test the kit and if there is indeed something defective from manufacture, we'll of course refund him for the kit or replace it and refund him for the cost to return the kit for testing.https://***.com/why-choose-us/warranty/Foam it Green stands 100% behind it's product and protects customers against manufacture defects. We do not, because we cannot, warrant someone's project because how the user uses the kit is what determines the outcome of the project. We are still here to help *** troubleshoot and get back up and running with the rest of his do it yourself insulating kit when he's ready to use it

Customers are welcome to return unused kits by following the return policy at https://sprayfoamkit.com/why-choose-us/warranty/This customer agreed to these terms and conditions at the time of purchasePer that agreement, the customer is responsible for paying the return shipping and
there is a 15% inspection fee to make sure everything is right for the next customer. The original day delay in delivery was not caused by the companyInstead, this customer didn't call us back for days to complete their initial transaction.Unfortunately, that delay on their part then led into a couple of days with heavy snow on the East CoastThis customer was contacted about the snow-delay and they did not ask to cancel the order.The customer received tracking when the orders shipped. At no point did they request to turn the delivery around while it was in transit because they no longer needed it. Instead, they took possession of the different orders they placed.If this customer no longer wants the kits they ordered and then further accepted delivery of, they have several choices. 1) Return them per the terms above, or if they don't want to return them, 2) they can use them for another project (they have a month shelf life) or 3) sell them locally

Jen is the customer service manager. No one else will tell you anything other than what Jen told youYou threatened legal action if you didn't get what you wanted, and that is why everything went to written communication. We hope that the Revdex.com sees that Gregory's listing of how many times and how many people here were helping him, and take it as a sign of good faith that we were doing everything we could, including a free replacement spray applicator, to help him troubleshoot his situation.Since it was determined over the phone and emails that the tanks both worked (expelled product) and the spray applicator was working (expelled product), the ONLY way to determine beyond that if there is any defect in the product that would award you a warranty refund is for you to return it per the warranty process. If we had been able to determine it was clearly a defect over the phone (which is easy to do because one of the tanks would not expel product), you would have received a refund. But, both tanks worked and it was about being on ratio.You are not qualified to determine it is a warranty on your own. No lines that you quoted from our warranty speak against that. You must return the kit for us to test to confirm at this point if it is a warranty.Revdex.com - please close this case

Complaint: ***
I am rejecting this response because:Glad to see that you are disappointed, I was disappointed after the 12th e-mail and the 10th phone call that didn’t illicit a responseTrying to address each and every lie, I haven’t had any communication from you until you responded to the Revdex.com complaintI reviewed your response and NOWHERE did you ask for a picture of the defective hose and gun, but as I stated “I STILL HAVE IN MY POSESSION THIS HOSE AND GUN”If you want a picture of it, I will be glad to provide itI will be retaining this defective hose and gun as it might be used as exhibit A in Cook County court were I have had a great deal of success in resolving ***ers like this I was going to drop it off so *** could examine this defective hose and gun and make sure that it wasn’t an ongoing problem with your production line and stop it so nobody else would have to suffer with this problem like I amBut you didn’t answer my repeated attempts to contact you and you run your company out of the UPS storefront so I couldn’t stop byYou must have concluded the fact that during the first phone call with ***, opening and closing the valves was not discussedMy best guess is that you believe my explanation that if that was given as advise it would have been much easier to perform that than do move the entire set up to the laundry tubs to try and warm up the tanks like *** recommendedYou are not taking into account all of the time and effort and material to clean up after this product sprayed all over my laundry room, stairs and walk way outside my houseWhen the product didn’t mix and was sprayed on the wall before stopping to examine the work as they recommend in all the information, that to needed to be removed alsoAlso you have ceased trying to defend your 24/technical support claim that this phone was answered hours a day, but just an hour shift were you can leave a message to be returned the next business dayI’m glad any future customers can read how you handle problems with your product so they can decide for themselves whether or not they want to do business with your companyI saw on *** ***’s linkedin page that she posted that she attended a motivational speakers classI hope she didn’t learn all these deceptive practices from that.
Sincerely,
*** ***

Complaint: [redacted] I am rejecting this response because: You are complete [redacted]. I have dealt with [redacted] since day one and have all the emails to prove it. I don't know what friend you're referring to that bought a kit without a mask since I don't know anyone personally other than myself that has bought this product. Again, third time now, [redacted] and [redacted] sell those suite and masks. You act like they are proprietary because you don't want to be caught selling over priced junk to people. Rather than make it right, you want to continue to blame shift and lie, which is fine since this is all publicly documented. Here is further proof that I never demanded a free suit or respirator which you said I did in a previous message, another lie. This email also shows proof that I was dealing with [redacted], which you also lied about. It mus be convenient for you to drop the last 4 letters of her name and pretend that it is a different person. I'm confused why you are mad at me when it is your company that falsely advertises their product and then insults and belittles a customer that caught you in the lie.

Complaint: [redacted]
I am rejecting this response because: they know it failed and don't think batches fail. Things fail and was asking for replacement first. They were first nice and became mad because I wanted replacement since product failed. I guarantee everyone who makes things fail off and on. They need to own up to it. If they don't that's fine. I'm filling today with my card too that product is faulty. All they had to do is own up to it. 
Sincerely,
[redacted]

Mr. [redacted] spoke with the customer service manager, so he did speak with the manager.  He was always contacted back if we missed his call.Tests are not done on serial numbers.  Tests are performed physically on returned tanks per the warranty. No tanks have been returned to us for...

testing.  If Mr. [redacted] believes this is a warranty situation despite determining that all items in the kit functioned, he is welcome to follow the warranty process for us to inspect.  He is not qualified to determine if something is a warranty when based on his information, the manufacturer believes otherwise.Arbitration, as it explains in the warranty, is a step that a customer can take after our warranty test if he disagrees with our result- but he has to actually follow his part of the warranty first by submitting the tanks back to us for testing.  https://[redacted].com/why-choose-us/warranty/  Here is why we determined that Mr. [redacted] does not have a warranty - the kit he purchased made spray foam.  A manufacturer's defect in either tank or spray applicator would not allow him to make any type of foam from the very start of the kit.  He was making green foam to start, so he was running on ratio and then went off ratio.Making on-ratio foam is up to him as the user per the instructions, warranty, and terms and conditions agreed to at the time of sale.Temperature of the tanks at the time of spraying is the #1 cause of running off ratio.  If the tanks were too warm, it would produce the exact situation Mr. [redacted] described.To help Mr. [redacted] because he said none of the troubleshooting would work, and he was a good customer, we did send him a $125 value spray applicator free of charge. He claims that also didn't work.  We are not on site with him.  All we can is help a customer troubleshoot their DIY kit.  We offered Gregory help on getting his project done with more foam at a reduced price and he declined.Recap - Mr. [redacted] seems to be mistaking a warranty with a satisfaction guarantee. Those are different things. We cannot guarantee a customer's project or yield because we're not the one spraying the product.  Likewise, we cannot guarantee a customer runs on ratio for the whole kit because that depends on how the kit is used on site.  The product is warrantied against manufacturer defect.  Given the information provided, both tanks and the spray applicator(s) worked, so they are not defective. If he still feels this is a warranty, he needs to follow the stated warranty process agreed to at the time of purchase.

We demand that this be taken down immediately.  [redacted] was provided the $200 discount on the kit to help him out even though this was not a manufacturer's defect.  He agreed in writing that this was sufficient and he considered the matter closed. We went above and...

beyond our stated policies for him.  If this Revdex.com complaint is not removed, we are inclined to turn the heavily discounted kit around in transit.

Complaint: [redacted]
I am rejecting this response because:This is the third Foam it Green kit I have purchased. I am familiar with how the product operates and the final outcome. If the kit I recently purchased were operating on a one-to-one ratio, as described in the instruction manual, and in the warranty there would be no dispute.“The User is always responsible for making sure the foam is light green in color, tacky in 30 seconds, dry to the touch in 2 minutes, and performing as they expect. If not, please STOP IMMEDIATELY. Do Not Continue the Project Without Addressing The Problem. Guardian is NOT liable for wasted chemicals.”Foam it Green should not consider the number of customer service attempts to troubleshoot the issue as a sign of good faith, but rather a manufacture defect. As the customer I have performed all requested actions to troubleshoot the issue as suggested by three representatives at Foam it Green on multiple dates. For example: I performed multiple waste sprays, warming the tanks with a space heater, warming tank A only with a space heater, a waste spray of only tank A, I was shipped a replacement gun and performed more tests and waste sprays.  All of the troubleshooting steps recommended by Foam it Green representatives have failed to remedy the issue of my kit not producing a one-to-one ratio foam.What qualifies as a manufacture defect? I performed all the requested troubleshooting steps. A representative from Foam it Green determined the issue was the gun/hose and sent me a replacement. The replacement gun/hose did not resolve the issue. In my opinion if the customer has performed all requested tests and received a replacement gun/hose and the issue has not been resolved then the kit is defective.As an agent of Foam it Green you have come to the conclusion that the tanks could not have a defect because they spray chemicals. By making this assumption you are neglecting the product itself. The product is an epoxy requiring two chemicals to mix in an equal ratio to produce foam that will cure light green in color. Through all the troubleshooting steps performed and the replacement of the gun/hose my tanks continued to produce blue, sticky foam. Picture evidence of this was provided to customer service. So rather than the warranty department saying there is an issue with the tanks it was determined that the foam was “off ratio.” Ultimately the kit is not functioning as designed or advertised.Legal action was mentioned because Foam it Green has made no attempt to stand by their written warranty. Federal Warranty Law requires that a company does as such or they are in breach of warranty. https://www.ftc.gov/tips-advice/business-center/guidance/businesspersons-guide-f...⇄ The FTC requires all arbitration to be free of charge to consumers. The American Arbitration Association (AAA) Foam it Green has outlined in their written warranty does not offer dispute resolution free of charge. AAA charges consumers a $200 fee. In addition to this charge the company’s warranty must be registered with AAA for any consumer to file a dispute. I contacted AAA and Guardian Energy Technologies warranty is not registered with AAA.The Foam it Green warranty https://[redacted].com/why-choose-us/warranty/ makes the following statements:“Terms and PoliciesOur Returns and Refunds PolicyOur policy is simple. You should never have to worry about receiving a defective Foam it Green® spray foam insulation kit. Here’s why:Foam it Green® kits have a 99.9 % success rate and are 100% warranted against manufacturer defects. Manufacturer defects include kits with defective mechanical parts of the hose and gun assembly, bad valves, or missing components.•If your Foam it Green® kit has a manufacturer defect, we’ll replace the defective item right away.•If your Foam it Green® kit has a manufacturer defect requiring return, we will gladly refund your purchase, including shipping and return shipping, or ship you another at no additional charge to you. You choose.”It is not reasonable to request a consumer to return the product at their expense when the warranty department and customer service believes the kit is not defective. Though the items from the warranty listed above say otherwise and the troubleshooting has not resolved the issue.This dispute today would not have occurred if the product was functioning as designed. I ask again, what qualifies as a manufacturer’s defect considering I have gone through all troubleshooting steps recommended and my kit is still not performing as designed?
Sincerely,
Gregory [redacted]

Complaint: 12663417
I am rejecting this response because:
Sincerely,
Jaclyn [redacted]

After going through all the information with the customer regarding how the do it yourself kit was used, it was determined that all he needs to get back up and running to finish his project is a replacement sprayer. Customer demanded whole free replacement kit, a $637 value.  Since all he needs...

is the spray hose, it is unreasonable to expect an entire new kit.  We are fully inside the parameters of the warranty terms and conditions as this is not a manufacturer defect. We're here to help him if he needs help with replacing the sprayer attachment but both Revdex.com complaints must be removed first.

We are of course disappointed that [redacted] is disappointed. We are equally disappointed that he told us that the kit worked great once he swapped out the sprayer, and that a replacement sprayer would resolve his concern, but then goes to the Revdex.com to ask us for $400 more back.[redacted]'s warranty protects against broken parts and on his word since he refused to send a picture of the sprayer he said was defective, we sent the replacement for the part he claimed was broken. This resolved the issue.Beyond that, we're going to have to agree to disagree because:1. It would be impossible to lose 3/4 of the an entire 602 board foot kit worth of product when his original claim is that no product was even filling the line in the first place. Swapping a hose assembly would never cause someone to lose 400 sq ft of product!2. As [redacted] knows from reading the instruction manual, on the first page, it explains the manufacturer is not responsible for wasted components from how the user uses the product.We ask that Revdex.com close this case due to [redacted]'s unreasonable request and because [redacted] already went above and beyond it's warranty policy to help him.

Revdex.com:
They contacted me after I submitted my concern.  The problem has been resolved if the new kit arrives.  
Sincerely,
[redacted]