Rust-Oleum Corp

Complaint: ***
I am rejecting this response because: All suggestions made by the company did not resolve this issueI now have hired a contractor to remove the deck boards and replace them with new ones
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: This is incorrect. There are certainly some boards that do not have spacing in between boards, but I would say 85% of the decking has spacing in between the boards. Please come out and visit to see for yourself. I sent pictures.....it doesn't represent most of my deck as you indicate. I also took pictures where there was plenty of spacing between boards and the same exact thing occurred...please explain why? I also found out there is a class action lawsuit for this product. With the same exact issues I talk about. I am not sure spacing has any relevance to the issues that have happened to me and thousands of others that filed complaints. I will no longer contact the guy thru your website, which I did right before I filed a complaint thru the Revdex.com. So I would rather handle things thru Revdex.com now. So not responding to this is not acceptable
Sincerely,
*** ***

Rust-Oleum has requested additional information and proof of purchase from the customer for the Restore application.  Rust-Oleum has a Limited Warranty on all of our Restore products, for either a refund of the purchase price or replacement of the product.  We will collect further details...

and information and work toward a resolution with this customer.

Rust-Oleum will contact the customer directly to collect additional information on the product(s) used and the application.   We were not provided with any receipts, photos, etc. at the time that the customer contacted us regarding this claim and will follow up to obtain additional...

information.

Rust-Oleum has replaced all Rust-Oleum product for which the customer was able to provide proof of purchase (Restore 4x).   Replacement product was delivered on 9/19.   The receipts provided show the purchase of [redacted]'s Deck Over product, which was purchased on 6/29/14.  This...

coincides with the date of application as provided by the customer, which was on 6/30/14.  Rust-Oleum cannot provide replacement 10x Advanced, as the information we have received shows that it was another companies product that was applied to the deck floor.

Initial Business Response /* (1000, 6, 2015/09/21) */
We do not manufacture a product called "Renew" however will try to clarify this when we contact the customer.
Our deck coatings and sealers are not capable of causing wood rot. This is caused by either lack of proper ventilation or drainage...

on the deck itself, or from existing rot in the wood that was present when the boards were coated.
We will contact the customer to try to resolve this issue.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
I am still awaiting the refund...

at this time.  Although the business did approve my request to refund the money, the original problem remains that I have a damaged table and Rust-Oleum's customer service response took three tries and this complaint to get a resolution.  The original correspondence showed a lack of concern for my complaint, an unwillingness to accept blame for a faulty product, and a lack of attention to the details of my issue as described.  They also did not look at the attachments showing the ruined table, nor did they look at the receipts for the product until I produced them a second time on my third request for a refund.
Sincerely,
[redacted]

The damage was done to the walls, and more...

pictures were sent to the company.  It is not a mere consequence that my walls are damage ONLY were this dryboard paint is located.  In addition, I am waiting for replies to the recent emails sent.  Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

We as Rust-Oleum do not sell any...

products direct, however we have an external company that we use for direct orders for Wipe New products.   The charges to the customers card, and the refund of 19.99, would have been issued through them and not through Rust-Oleum.   The customer has stated to us that the charges have been refunded ($19.99)However, as Wipe New is one of our products we wanted to assist with the situation and have issued a refund check in the amount of $24.99 to compensate you for the charges as well, and this check has been mailed as of 5/20/16.The compensation for this claim has exceeded what the customer was charged.

The customer contacted us in October 2015 concerning issues with the Restore 4x peeling from the surface of the wood.  Replacement product was sent to recoat the deck. In January 2016 they contacted us again with the claims that the Restore was casuing layers of wood to come off the surface of...

the deck.  Photos provided by the customer displayed a significant amount of wood fiber that is releasing from the surface.  In images provided by the customer, the Restore 4x is tightly bonded to this wood fiber / layer and otherwise performing as it should - it is the surface itself which is weakened or compromised.  Photos also indicated the presence of a previous stain or sealer which was impregnated in the loose wood fiber / layer.   The Restore 4x is a high build, water based acrylic coating and contains no chemicals or components which could result in deterioration or damage to the wood surface itself.   The condition of the wood prior to the application of the Restore is solely responsible for this failure. Rust-Oleum has replaced the product in full, and once the loose material is removed from the deck and the surface properly prepared, we are confident that the deck can be successfully recoated.   Although this issue is not due to the Restore itself, we can offer to fully refund for the purchase price of the product, in addition to the replacement product which has already been provided to the homeowner.

Initial Business Response /* (1000, 19, 2015/09/16) */
We received a copy of the complaint and wanted to inform you that we did indeed refund Ms. [redacted] with two checks. The first was on Aug 6,2014 in the amount of $80.94 and Aug 4th, 2015 in the amount of $220.00. Both checks are cleared according...

to the information we have on file and we have honored the warranty prior to Ms. [redacted] filing her Revdex.com complaint. Thank you.
Sincerely,
[redacted]
Product Support Supervisor

Initial Business Response /* (1000, 11, 2015/09/22) */
Initial claim was not received from the Revdex.com so no action could be taken. We will contact the customer to attempt to resolve this issue
Initial Consumer Rebuttal /* (3000, 18, 2015/10/19) */
We would like this case to stay open.The...

gentleman handeling it was on vacation until the 6th of October and we are still dealing with him on this issue.So far they have only offered us 1/3 of the cost to redo our deck and we told them we want at least 1/2 and they have yet to respond.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] they tell you that they refunded $24.99 but on my bank acct statement it says $19.00. Now this doesn't  sound like much money to fuss over but I didn't order this plus I had to pay $5 shipping this order back to them. The total is $30.00 but I told them if they will just refund the $24.99 I'll pay for the shipping back. I never like people that just keep lying. They say they refunded the $24.99 but anyone can say anything. The 24.99 was not refunded. I changed my debit card yesterday when realized they weren't going to refund the rest of my money and there's no way I'm giving them the new number after I've seen how they lie and refuse to do the right thing. Not sure now how they would refund my money now but I know they aren't so it's a done deal and I'll let you figure out how to deal with this type of business. Thanks. [redacted]

Rust-Oleum has made contact with the customer and we are awaiting additional information in order to assist with the product claim.

The product that was applied would not be responsible for the screw or nail heads to rust.  Screws or nails used in the construction of the decking should be galvanized so that they do not rust.  If rust is an issue, the directions do state that the heads of the screws or nails should be...

primed before the coating is applied, to help control the rust and prevent it from bleeding through into the paint.   We have refunded for the product as per the product warranty, and have provided products which can be used for the treatment of the rust spots and product which can be used for the complete removal of the coating from the deck.   The customer wrote into us on 6/29 regarding questions or issues with the application of the remover, and we have provided some application tips / suggestions to aid in the process.

Rust-Oleum is not the manufacturer of this item.  We have a licensing agreement with IPG - Intertape Polymer Group, whose contact information is on the roll of tape itself.   Please contact the manufacturer for assistance with your product claim.

We have spoken with the customer and are fully refunding for the product as requested.

Rust-Oleum has been in direct communication with this customer to resolve this issue.  While the item purchased is no longer available, we have offered a substitute product as replacement, which the customer has accepted.

We received notice of a complaint filed with Rust-Oleum by this customer on 8/15.   Rust-Oleum Product Support made contact with the customer on 8/16 to get additional information on the problem. From the photos provided it appears that there is little to no spacing in between the deck boards,...

which would inhibit drainage and ventilation of the deck.  We are awaiting receipts from the customer in order to assist with a product refund.