BEHR Process Corporation

Re:         Revdex.com ID No.:        ...

[redacted]                                Behr File No.:    [redacted] Dear Revdex.com Representative:  This is in response to your letter dated May 11, 2017, regarding the above referenced complaint filed with your office by a consumer.   We are aware of this complaint and have been working with the Complainant in effort to reach an amicable resolution.  It is our understanding that we have reached an agreement to resolve the claim he has filed with our organization.  We are waiting for a response to our formal offer.   A Company Representative will notify you once this matter has been resolved.  Please feel free to contact us if you have any questions or concerns. Sincerely,  [redacted]

We are in receipt of the complaint submitted on 7/18/2016 ID# [redacted]. We have researched our data base 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 issue. We will work with the consumer to come...

to an amicable resolution. The file is presently being assigned to an administrator and we will contact the consumer shortly.

We have tried to reach the customer several times by phone to resolve her issue, but we are unable to contact her. We do have a solution that we would like to discuss with her. We will continue trying to reach her.

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]

Then I will revise for now, to accepting the full amount of money as promised, as well as a written explanation detailing why I was attempted to be scammed.

We have reached out to [redacted] and spoke with them about their peeling issue. Due to their request for additional compensation the Claims Team will be reaching out to the customer for a resolution within 72 business hours.

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.There is no proposed action/offer to accept. If they are trying to reach me, I can be reached by email. Please have Mr. [redacted] contact me at: [redacted]  
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]

Re: [redacted] ID: [redacted]
  We are in receipt of the complaint submitted on 9/24/2016 ID# [redacted]. We have researched our data base 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...

issue. We are presently contacting the consumer in hopes to resolve her concerns.

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.  Therefore, I am accepting the offer of $1000.00 cash payment to help cover my out of pocket expenses.
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.  
However I have been promised several time via customer service that the "check" was in the mail then told they can send a check. I have several recorded voicemails on my phone about it being sent or that they can send a check to would take 2-3 months to send one. Can they overnight it so we can get this resolved. They have cost me interest and a high phone bill with all my calls. I have returned the service manager call with a voicemail as she was unreachable. 
 
I would like the funds overnights and this case closed since it's been miscommunication from them since July for $30
Also I have requested the merchant not to call me they have all the info they need in the notes if they aren't to lazy to read them all the way back to July.  I only get confused with their empty promises and wish to only communicate with th via this fashion as they can't resolve issues on their own. I told them I would file a complaint if they couldn't resolve it. Sure seems like a lot of work for $30 rebate. 
 
Regards,
[redacted]

RE: Revdex.com ID No: [redacted]      Behr File No.:   [redacted]Dear Better Business Representative: We have completed our review of the Claimants’ concerns and have thoroughly reviewed the photographs, project questionnaire and information provided by the Claimants. Both samples (wet and peeling samples) provided by the Claimants were forwarded to Behr R&D for evaluation, along with the manufacturing plant’s batch retain sample. The topside, underside and cross-section of the peeling samples were examined using a Digital Scanning Electron Microscope.  These images were used to examine for the presence of foreign residue, multiple coating layers and to measure the dry film thickness.  Energy Dispersive X-Ray Spectroscopy was also collected to identify the residues, if any.  Wet samples were applied and tested for sheen level and texture.  All testing show that the paint was made to specification. The grittiness and loss of adhesion, as described by the Claimants, do not appear to be the result of the product’s performance.  Rather, it appears to be related to other issues, such as those out lined in the attached letter.It is not uncommon for paint sheen levels to vary from brand to brand. Each architectural coating company manufactures their paints to their own formula/specifications. For this reason, many people choose to apply a sample of the paint to test walls, within their home, to verify that the color and sheen will achieve their desired outcome.  Typically, this is done prior to completing the entire project - especially when painting a large home.Notwithstanding our finding, Behr is offering a full refund for Behr products used on this project, pending proof of purchase. Attached is a copy of the letter and Behr R&D report that was sent to the ClaimantsPlease see attached response to our customer.

We are writing in response to the above referenced claim. According to Behr’s records, the Claimant contacted Behr’s Customer Care Department, on August 4, 2015, because the Behr Marquee Paint applied to her interior walls appeared to be the wrong color. We agreed to refund Ms. Graham the 15...

gallons of paint she purchased for her project. On August 12, 2015 the Claimant emailed the Customer Care Department requesting compensation for labor cost. Since the Claimant was requesting for Behr to cover the costs of additional coats of paint applied to her interior walls, the claim was forwarded to the Behr Claims Administration Department for review. On August 17, 2015 a Behr Claims Administration Representative contacted the Claimant to discuss her concerns and gather information; the Claimant was in a meeting and said she would return our call at a later date. On August 18, 2015 a Behr Claims Administration Representative spoke with the Claimant and requested additional information, including receipts, invoices, photos and color formulas, to assist us in determining what might have caused the color issue as the Claimant described. The Claimant agreed to provide the information needed for our review, which she stated she would provide after returning from her travels.
As of today, the Claimant has not provided the requested information.

Our records show that a rebate was sent to the customer for $30.00 on 8/29/14 and it was used in full at the store on 9/4/14. The rebate center is not able to validate who cashed the gift card. However, the service manager will be contacting the customer next week to let her know that we will...

be sending her a check totaling $30.00.

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.
[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY]
We are SO tired of telling Behr the SAME ISSUES over and over, explaining them in detail, including copies of the MANY professional painter forums complaints online, to show that WE ARE NOT THE ONLY ONES WITH THESE COMPLAINTS!!!  I even overheard am employee at the paint counter at Home Depot say recently “I finally realized I should warn people that the MARQUEE ‘eggshell’ is NOT true eggshell but more like Satin finish.”  So PLEASE stop pretending it is JUST US.  EVERY professional painter we have had come and look says “NO THAT IS SATIN” and they also add when I tell them it is Behr Marquee  “Oh, no, we NEVER use Behr.”  Some even said “Yeah, it’s more like plastic than paint.”   That “soft velvety finish” you say here?  It is just what we WANTED and NOT what we GOT.  LOTS of pictures of the odious SHEEN on the CELINGS and WALLS if you want to see them AGAIN.  We have read DOZENS of similar angry disgusted reports allll over the internet.  Can’t you at LEAST say “O darn yes we need to fix that and change the label” or SOMETHING ?!?!?  THIS MARQUEE IS NOT NORMAL PAINT!!!  We have built and remodeled houses for 40 YEARS and NEVER had to deal with the issues in this peeling plastic gritty shiny reflective surface!!!!!!!!!!!!  They flake off if dinged, you caulk n paint over them.  NOT like THIS!!!!! RUINED our 3800’ new house.  We are in our 70’s now and our LAST house too.All we asked at first was your HELP …even offered to let you send your OWN people to fix it.  All we GET is more how you’re right and we’re wrong.And now you add you found “evidence of drywall patching compound.”?!?!?!  LOL.  OMG!  Don’t you READ?  It is a NEW HOUSE!  NEW SHEETROCK and VERY professionally and correctly installed and NEVER PATCHED!  AND those ridiculous instructions for slicing and removing tape?  NEVER had to do all THAT with ANY other paint…AND where does it SAY all that on your LABEL?!  NOWHERE!  By the way…if you think people SHOULD use PRIMER with Marquee YOU NEED TO SAY THAT ON THE LABEL!!!!  You do NOT.AND because you never respond or help or ANYTHING helpful, the PAINTERS we hired won’t even FINISH their job.  No words for the money, time, and consternation you have cost us!  Cannot even MOVE IN to the house yet because of this!  EVERYTHING ELSE is finished and proper.  Guess I should add HOME DEPOT to my Revdex.com complaint and possible legal recourse.  Maybe THEY care about their customers’ satisfaction. Behr obviously does NOT.

Customer emailed us on 5/19/2015. Our representative reached out to Ms. [redacted] is assisting her with a resolution to resolve her issue.
 
Thank you
 
[redacted]

November 11,
2014
RevDex.com
[redacted]
[redacted]
4747
Viewridge Avenue, No. 200
San Diego,
CA  92123-1688
                Re:        ...

Customer’s Name:          [redacted]
                                Revdex.com
ID No.:                      [redacted]
                                Behr Reference No.:      [redacted]
Dear Ms. [redacted]:
We are
writing in response to your inquiry concerning the claim [redacted] filed
with Behr Process Corporation (“BEHR”). 
According to our records, Ms. [redacted] contacted Behr’s Customer Care Department
by email, on October 22, 2014, because the BEHR Premium Plus Ultra Interior
Semi-Gloss Enamel that she applied to her kitchen cabinets did not cover as
well as expected.  Additionally in her
email, Ms. [redacted] included that the color appeared to be lighter than the
color she had selected and the paint showed brush and roller marks. 
On October
22, 2014, a Behr Customer Care Representative responded to Ms. [redacted]’s email
and provided her with information on how to address her concerns.  The Behr Customer Care Representative offered
to ship one gallon of paint free of charge, already tinted to the color
specified in Ms. [redacted]’s email.  The
Customer Care Representative requested Ms. [redacted]’s physical address to
determine if Behr could arrange a direct shipment.
Rather than providing
her physical address, Ms. [redacted] responded with some additional concerns and requested
that Behr “just send a voucher instead of trying to ship” the product. 
On October
30, 2014, a Customer Care Representative called Ms. [redacted] to discuss her
concerns and offer assistance in the form of additional material.  Behr is not able to issue store
vouchers.  However, Behr has agreed to
reimburse Ms. [redacted] for one gallon of paint to complete her kitchen cabinet
project.  As a customer accommodation,
Behr has agreed to reimburse Ms. [redacted] for an additional gallon of BEHR
paint that she had recently purchased for another project – upon receiving
proof of purchase.  As of today, Behr has
not received Ms. [redacted]’s proof of purchase; however Behr is prepared to
issue the reimbursement as outlined above.
Please let
me know if you have any questions or require additional information.  I can be reached by email at [redacted]@behr.com
or at (714) 545-7101 extension [redacted].
Sincerely,
Behr Process
Corporation
[redacted]
Behr Claims
Administration Manager

We are writing in response to the above referenced claim.  Behr is committed to the satisfaction of its customers, and we are in contact with the customer to address this matter directly with them. We are currently waiting for a response from the customer with the information we have requested.  Once we receive the complete information we have requested, we will review it and respond to the customer with a resolution to their claim.  At the same time, we will continue to update you on this matter.   Please feel free to contact Behr if you have any questions or concerns.  I can be reached at [redacted]. Sincerely,Behr Process Corporation [redacted]