Another Pint of Everbrite would fix the problem on [redacted] door however, since [redacted] rejected our offer to replace the kit he purchased, we will refund the cost of the kit that he purchased
Another Pint of Everbrite would fix the problem on [redacted] door however, since [redacted] rejected our offer to replace the kit he purchased, we will refund the cost of the kit that he purchased.
This is in response to the complaint lodged by [redacted] on 9/25/15.[redacted] claims that our product came with a five-to-seven year warranty, which he wanted to utilize because garage door began to look faded and chalky after three years. Additionally, [redacted] claims...
that he was treated rudely by [redacted], that she lied about her role in the company as President, and that she has no knowledge of how to deal effectively with customers.With regards to a warranty, Everbrite grants no warranty beyond that which ensures that the product is not defective. There is no language regarding a warranty on any of our media, nor do we say there is one to customers who call us. We tell our customers that the coating on garage doors will last five to seven years before needing a touch-up coat if the process detailed in our instructions is followed thoroughly and completely. The finish can be maintained indefinitely by recoating periodically but the length of time between recoating depends on the elements that the metal is exposed to. There is not a warranty for how long the finish lasts between recoating. If a customer has problems with the coating, as did [redacted], our company's procedure is to troubleshoot the problem, and suggest ways to fix it. In this instance, after examining the pictures [redacted] provided, we were able to determine that he did not apply the coating in an even manner. The coating was applied in a haphazard manner. There are areas that are not coated completely and those are the areas that oxidized again. Unfortunately [redacted] was unable to make arrangements with [redacted] to provide him with coating either at a discount or at no charge, because when [redacted] asked for a test to be done to see the result so she could determine the best course of action to fix the problem, the conversation had strayed from the coating, to [redacted] as an individual. [redacted] accused [redacted] of lying about her position in the company (President), of refusing to honor a warranty which he was already told did not exist, and of not standing behind the product. [redacted] continued to attempt to bring the conversation back to his garage doors, without success. Lastly, [redacted] claims to have spent $75.00 on his purchase. His actual cost was $56.05: $44.95 for the garage door kit, $3.48 for tax, and $7.62 for shipping.It is the policy at Everbrite that all employees – including the President – provide stellar customer service, and when there is a problem, that we do everything in our power to resolve it. This incident is the first of its kind in the 25 years we have been in business, and we still hope for an amicable resolution to it. As a gesture of goodwill, we will send [redacted] a replacement Pint Kit of Everbrite at no charge so he can fix his door.
Another Pint of Everbrite would fix the problem on [redacted] door however, since [redacted] rejected our offer to replace the kit he purchased, we will refund the cost of the kit that he purchased
Another Pint of Everbrite would fix the problem on [redacted] door however, since [redacted] rejected our offer to replace the kit he purchased, we will refund the cost of the kit that he purchased.
This is in response to the complaint lodged by [redacted] on 9/25/15.[redacted] claims that our product came with a five-to-seven year warranty, which he wanted to utilize because garage door began to look faded and chalky after three years. Additionally, [redacted] claims...
that he was treated rudely by [redacted], that she lied about her role in the company as President, and that she has no knowledge of how to deal effectively with customers.With regards to a warranty, Everbrite grants no warranty beyond that which ensures that the product is not defective. There is no language regarding a warranty on any of our media, nor do we say there is one to customers who call us. We tell our customers that the coating on garage doors will last five to seven years before needing a touch-up coat if the process detailed in our instructions is followed thoroughly and completely. The finish can be maintained indefinitely by recoating periodically but the length of time between recoating depends on the elements that the metal is exposed to. There is not a warranty for how long the finish lasts between recoating. If a customer has problems with the coating, as did [redacted], our company's procedure is to troubleshoot the problem, and suggest ways to fix it. In this instance, after examining the pictures [redacted] provided, we were able to determine that he did not apply the coating in an even manner. The coating was applied in a haphazard manner. There are areas that are not coated completely and those are the areas that oxidized again. Unfortunately [redacted] was unable to make arrangements with [redacted] to provide him with coating either at a discount or at no charge, because when [redacted] asked for a test to be done to see the result so she could determine the best course of action to fix the problem, the conversation had strayed from the coating, to [redacted] as an individual. [redacted] accused [redacted] of lying about her position in the company (President), of refusing to honor a warranty which he was already told did not exist, and of not standing behind the product. [redacted] continued to attempt to bring the conversation back to his garage doors, without success. Lastly, [redacted] claims to have spent $75.00 on his purchase. His actual cost was $56.05: $44.95 for the garage door kit, $3.48 for tax, and $7.62 for shipping.It is the policy at Everbrite that all employees – including the President – provide stellar customer service, and when there is a problem, that we do everything in our power to resolve it. This incident is the first of its kind in the 25 years we have been in business, and we still hope for an amicable resolution to it. As a gesture of goodwill, we will send [redacted] a replacement Pint Kit of Everbrite at no charge so he can fix his door.
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.