BEHR Process Corporation

This is in response to your letter dated 11/2/regarding the above referenced complaint filed with your office by our consumer. After researching our system, we were unable to find any record of the consumer contacting our company regarding their complaint. Using the
information provided in your letter, we have attempted to contact the consumer to address their concerns. We will continue to attempt making contact with the customer to work with them and resolve their complaint. At the same time, we will continue to keep you updated on this matter. Please feel free to contact Behr if you have any questions or concerns. I can be reached at *** *** *** *** or by email at *** Sincerely, Behr Process Corporation *** ***

Revdex.com File ID No***
BEHR File No***
We are writing in response to the above referenced
claim. According to Behr’s records, the
Claimant contacted Behr’s Customer Care Department, on May 11, 2015, because
the Behr Multi-Surface Primer & Sealer Noand the Behr
Solid Color
Wood Stain Nowas peeling from his 12-year old deck. The Claimant informed Behr that the Behr
products were applied in May, 2013. Since
the Claimant was requesting for Behr to cover the costs of labor to strip and
refinish his deck, the claim was forwarded to the Behr Claims Administration
Department for review.
A Behr Claims Administration Representative contacted the
Claimant to discuss his concerns and gather information (including photographs
and peeling samples) to assist in determining what might have caused the Behr Primer
and Solid Color Wood Stain to peel as the Claimant described
The peeling samples provided by the Claimant were submitted to
Behr’s Research and Development Department for analysis. Based on a thorough review of these peeling
samples, Behr has determined that the peeling is not the result of the
performance of the Behr products. More
specifically, the Behr Analytical Report includes the following three findings:
1.
The underside of the peeling paint chips was
covered with mold, pollen and wood fibers
2.
The peeling paint chips contained to different
coating layers. The first two top most
layers were Behr No216, the third layer was Behr Noprimer and the fourth,
fifth and/or sixth layers were (undetermined) previous coatings
3.
The average dried film thickness (“DFT”) of the
two Behr Nolayers and the Behr NoPrimer layer were 5.7, 3.3,
mils, respectively. These DFTs indicate
that both Behr Noand Behr Noproducts were over-applied
The Behr Primer and Solid Color Wood Stain appear to be
adhering to the two layers of a previous undetermined coating. Additionally, the underside of the peeing
samples contains mold, pollen and dead wood fiber. The loss of adhesions appears to be occurring
between the substrate and the original (undetermined) coatings.
The limited warranty for the Behr NoSolid Color Wood
Stain is as follows:
*LIMITED
WARRANTY: BEHR PROCESS CORPORATION warrants customer satisfaction with this
product for years on vertical surfaces and for years on horizontal
surfaces from date of purchase, when applied to a properly prepared surface in
accordance with the label directionsColor fading and slight natural graying
of the wood may occur during this period, especially in areas exposed to heavy
foot traffic or excessive weatherIf you are not satisfied with this product,
BEHR will, at its option and upon proof of purchase, either furnish an
equivalent amount of new product or refund the purchase priceThis warranty is
made to the original residential product purchaser and is not transferableBEHR
will not be responsible for (1) labor or the cost of labor for removal or
application of any product or (2) any incidental or consequential damages,
whether based upon breach of express or implied warranty, negligence, strict
liability or any other legal theorySome states do not allow the exclusion or
limitation of incidental or consequential damages, so the above limitation or
exclusion may not apply to youThis warranty gives you specific legal rights,
and you may also have other rights which vary from state to state
To consult with a BEHR
Certified Coatings Professional, call 1-800-854-Ext(U
On July 10, 2015, the Behr Claims Representative offered the
Claimant a refund for the Behr products purchased and applied to his deck. Additionally, as a customer accommodation and
as a goodwill gesture, Behr offered an additional $1,(One Thousand Dollars
and 00/100) in efforts to resolve his claim.
Behr believes its offer is very generous because the peeling Behr Primer
and Solid Color Stain is not the result of the performance of the Behr products
and the products’ limited warranties do not include labor
The Claimant said that he would consider Behr’s most recent
offer. As of today, the Claimant has not
accepted Behr’s offer.
Please feel free to contact me if you should have any
questions or would like to review a copy of the 5-page Behr R&D Analytical Report

Revdex.com: I'M STILL WAITING FOR MY REFUND CHECK FOR THE PAINT. AND, I'M LOOKING AT PAINT COLORS RIGHT NOW SO BEHR CAN SEND THE GALLONS THEY PROMISED TO SENDTHE HOLIDAYS HAVE THROWN A WRENCH
IN SETTELING THIS MATTER AND SLOWED DOWN THE SETTLEMENT PROCESS
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,
*** ***

Revdex.com:
I have reviewed the response made by
the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
the response from the company was: We have reached out to *** *** and spoke with them about their peeling issueDue to their request for additional compensation the Claims Team will be reaching out to the customer for a resolution within business hours So at this time I cannot accept their offer until I hear what the compensation is. My husband asked for their help to get this product off the deck and all they offered so far was product from Behr (any paint etc that they carry) to replace the L. They did however say they would reimburse us for the gallon we still have and for the gallons we recently used on a different deck - the product was not deckover. They also offered to pay for the rental of a sander - however this would be very labor intensive and it would be very difficult to "reach" some of the areas to remove the product. When we hear back from them again, then we will be able to make another decision.Thank you, *** ***

We are in receipt of the complaint submitted to you on April
7, 2015, ID# ***We have researched our database to confirm if the
consumer made contact with us prior to the submission of the complaint, and we
have no record of ever being notified of the alleged issueWe have since,
reached
out to the consumer and we are in the process of resolving their
complaint

We have reached out to the Rebate Center and they have agreed to assist customer for the reimbursement she is looking for. She should receive her rebate check within 7-10 business days. We have also left a message for the customer with these details asking her to contact Behr back so we can make...

sure she is updated with the details.

Revdex.com ID No.: [redacted]
Behr File No. : [redacted]
Dear Revdex.com Representative:
We are writing in response to the above referenced
claim.  On August 26, 2015, Behr Process
Corporation was notified of this Customer claim involving her vinyl siding...

that
warped after it was painted with the Behr Premium Plus Exterior Satin Enamel
Medium Tint Base No. 9400.  A Behr Claims
Representative immediately contacted the Claimant to discuss her concerns and
gather information to determine what might have caused her siding to warp.
In her initial call to Behr, the Claimant stated that the
warping was only happening on two sides of her home.  The Behr Claim Rep explained that, when
painting vinyl, Behr instructs consumers to paint vinyl using a color the same
or lighter than the original color.
Our investigation shows the color of the Behr paint that was
applied to the Claimant’s vinyl siding is a custom color match that the
Claimant had mixed “a couple of shades Darker” than the original color.  Darker colors can retain more heat and could result
in warping of the siding.  For this
reason, Behr includes the following on its products’ labels for exterior
paints:
·        
When
applying to vinyl, color choice must be the same color or lighter than the
existing color.
Although Behr believes the issue described by the Claimant
is not the result of the product’s performance, as a customer accommodation,
Behr offered to reimburse the Claimant for the Behr products purchased for this
project, plus an additional $200.00 towards new siding.  On September 9, 2015, a check in the amount
of $372.75 (Three Hundred Seventy-Two Dollars and 75/100) was mailed to the
Claimant.
On September 17, 2015, Behr received an email from the
Claimant stating that the vinyl siding on other areas of the home are beginning
to warp.  Since the Claimant is seeking
additional compensation for siding replacement, Behr has forwarded the claims
to its parent corporation (Masco Corporation) to be handled as a property
damage claim.  However, since the customer
stated the siding was painted a color darker than the original color, and the
product’s label suggests using the same or a lighter color, Behr believes it
has not liability in this matter and has recommended denying the Claimant’s
request for additional compensation.

August 20, 2014
Revdex.com
Attention: [redacted]
4747 Viewridge Avenue, No. 200
San Diego, CA 92123-1688
Re: Customer's Name: [redacted]
Revdex.com ID No: [redacted]
Dear [redacted]:
We are writing in response to your inquiry concerning the claim [redacted] filed with...

Behr Process Corporation. According to our records, Ms. [redacted] contacted Behr's Customer Care Department on May 27, 2014, because the Behr Marquee Exterior Satin Enamel Paint that was applied to the exterior of her home was peeling. During her initial call with the Behr Customer Care Department, in accordance with the product's warranty (copy attached), Behr offered to provide Ms. [redacted] free of charge, the Behr products required to prepare and re-paint the exterior surfaces of her home. Ms. [redacted] was not sure of the amount of paint needed, so she informed the Behr Customer Care Representative that she would call back with this information.
On July 15, 2014, Ms. [redacted] called Behr's Customer Care Department with the information needed to determine the appropriate quantity of paint. During this call, Ms. [redacted] informed the Behr Customer Care Representative that she was disabled and requested assistance with the costs of labor involved to repaint her home. Because Ms. [redacted] was requesting assistance that was not covered by the product's warranty, she was informed that her claim would be forwarded to the Behr Claims Administration Department and that someone would be in contact with her within 48 hours.
On July 17, 2015, a Behr Claims Representative attempted to call Ms. [redacted] to discuss her concerns and gather information to evaluate her claim. Unfortunately, Ms. [redacted] did not answer and the Behr Claims Representative left a voice mail message.
On August 4, 2014, the Behr Claims Representative attempted again to call Ms. [redacted]. Unfortunately, Ms. [redacted] did not answer and the Behr Claims Representative left another voice mail message.
Upon receiving notice of Ms. [redacted]'s claim with your organization, on August 18, 2014, the Behr Claims Administration Representative attempted again to call Ms. [redacted] and left a voice mail message. Since she has not responded to the Behr Representative's messages, a letter was sent to her by email and U.S. Mail asking her to contact Behr so we can discuss her concerns.
As of today, Ms. [redacted] still has not responded to any of Behr's attempts to contact her. Behr will update the Revdex.com as soon as Ms. [redacted] contacts us and provides Behr with the information required to evaluate her claim.
Please let me know if you have any questions or require additional information. I can be reached by email at [email protected] or at (714) 545-7101 extension [redacted].
Sincerely,
Behr Process Corporation
Behr Claims Administration Manager

Behr has not contacted me about the issue.  When I contacted them initially I asked them to live up to their lifetime warranty on their paint.  Their paint is coming off my wood gables.

RE: Revdex.com ID No: [redacted]       Behr File No.:   [redacted] Dear Better Business Representative: We are writing in response to your letter dated January 23, 2017, regarding the above referenced complaint filed with your office. Based on our contact records, it...

appears the Claimant contacted our Customer Care Department on November 20th 2017, because the Behr Marquee Eggshell Enamel Ultra Pure White No. 2450 gloss level was shinier than the customer expected and an alleged peeling concern. A sample of the paint provided by the Claimant was tested for proper sheen level.  Our findings regarding the sheen level of the coating show the Claimant’s paint is within specifications for an eggshell finish. An eggshell finish is defined as “a soft velvety appearance that resists dirt and grime.”  Its gloss level is between flat and semi-gloss.  Behr Marquee Interior Paint is also available in a matte finish where a lower sheen finish is desired.  A flat finish (non-reflective finish) is available in the Behr’s Premium Plus paint.  More information about interior paint sheen is available at http://www.behr.com/consumer/products/compare-interior-paint-sheens The Claimant also alleges that the paint peels off where Painter’s Tape was used.  In cases where the paint has dried, Behr recommends to use a utility knife to score the edges to release the film before pulling.  The web-site for a leading manufacturer of a painter’s tape provides a step-by-step guide for removing their tape.  The instructions include: Wait – Wait until the paint is dry to the touch before removing the tape.Score – Use a putty knife or a razor blade to score along the edge of the tape.  This prevents paint from being pulled up with the tape and from cracking along the paint line.Tape – Taking your time, lifting up the painter’s tape and pull it back on itself, removing at a 45 degree angle. Our review of the underside of the peeling sample provided by the Claimant shows evidence of drywall patching compound. It is recommended to use a primer over the patching compound in order to achieve a more even finish and promote adhesion. The wet paint sample was applied in our laboratory showed no signs of grittiness. The paint dried smooth and was made to specification. Further testing of the sample batch retain shows a smooth finish. Because the paint test sample dried smooth, we believe that the grittiness may have been on the surface prior to the application of the paint. We are concluding our findings and will share them with the Claimant shortly. Although the concerns that the Claimant shared does not appear to be the result of the performance of the Behr paint, we believe it is important that customers feel that they have been fairly treated.  Therefore, we will work with the Claimant to resolve her claim amicably. Please let us know if you have any questions or require additional information. Tell us why here...

Behr has called the customer three times and left messages to call us back so we can give them an update with their rebate. As of today, we have not heard back from the customer. We will continue trying to reach out to the customer to update them with their rebate.

Revdex.com ID No. [redacted]
 Behr File No.: [redacted]
 Dear RevDex.com Representative:
 We are
writing in...

response to the above referenced claim regarding a Customer that
filed a complaint with your organization because he did not receive the two ten-dollar [redacted] rebate gift cards that he applied for on July 23, 2015.  Please note that this rebate program is
administered by The [redacted]’s third party service provider.  However, Behr was able to inquire on the
status of these two rebates and was provided with the following information:   On July 23,
2015, Customer filed on-line applications for two rebate gift cards ($10.00 each)
for purchases made on July 2, 2015 and July 6, 2015.The Home
Depot’s service provider processed one rebate gift card in the amount of $10.00
(Ten Dollars and 00/100) for the purchase of the Behr DeckOver made on July 2, 2015.The rebate for
the purchase made on July 6, 2015 was not processed because the third party
administrator was not able to verify the purchase using the information entered
into the on-line request form. 
A Behr
Claims Representative contacted the Customer to discuss his concerns.  The Customer informed Behr that he did not
receive a gift card for either purchase. 
Behr believes it is important that every Customer feels that they have
been treated fairly.  Therefore, Behr has
agreed to issue a check in the amount of $20.00 (Twenty Dollars and 00/100) for
both rebates.  Also, as a Customer
accommodation, Behr has agreed to provide the Customer with two-gallons of a
Behr product, of the Customer’s choice, for a future painting project.  The Customer has agreed to Behr’s offer and a
check in the above referenced amount will be mailed to the Customer within the
next 14 days.
 Please feel
free to contact me if you have any questions or concerns.  I can be reached by email or at [redacted] extension [redacted].
 Best
regards,
 Behr Process
Corporation
 [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I DISAGREE AND WAS TOLD IF I HAD ANY OTHER WARPING TO CONNTACT BEHR AND THATS WHAT I DID MY WHOLE HOUSE IS DOING IT.IF BEHR CLAIMS THAT THERE NOT LIABLE AND NEVER HAPPENED TO ANYONE ELSE THEN THEY WOULD OF NEVER EVEN ALREADY REFUND WHAT THEY DID PLUS I WAS TOLD THAT IF IT HPPENED ANY WHERE ELSE TO CONTAT THEM THEN I DID.SO NOW THEY TRANSFERED MY CASE TO DIFFRENT DEPARTMENT CORRECT?? IF SO WOULD LIKE ALL THAT CONTACT INFO. I STILL SAY SOMEONE SHOULD COME AND LOOK THIS OVER!!! THANK YOU,     [redacted]

We have contacted the customer and are assisting him with a resolution that he is happy with.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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.They...

sent an email today telling me my refund check should be here in 2 weeks
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

Behr has reached out to the customer and is assiting the customer with a resolution that he is happy with.

We have emailed the customer with a resolution and are waiting to hear back from them.