Initial Business Response / [redacted] (1000, 5, 2015/03/12) */ We received a complaint submitted by Mr [redacted] through the Revdex.com late on March and before we could even formulate a response, Mr [redacted] began to post negative comments on our Facebook and Google+ pages about this proceeding Though he has sought a resolution of three free gallons of Polyurethane sealer, he appears to also be interested in exacting a higher price from our company without regard for the disproportionate impact his actions may have on our business and the people who work here Mr [redacted] says he was not given enough sealer to complete his projectI have reviewed his order and based on the information he provided at the time of purchase (condition of concrete and square footage) that assertion is falseI personally told Mr [redacted] in our first conversation to read the instructions carefully before placing his order so he understood the challenges associated with applying the polyurethane productAs far as I know, he did so and called with his order on another occasionSometime later he complained to me by phone after applying the polyurethane saying he had streaks across his floorStreaks are caused by one reason - applicator errorHe did not keep a wet edge with the roller and left streaks on the floorHe even told me there was still a small amount of sealer leftover in the can when the floor was finished yet he did not have enoughWhen I would not provide him with free product, he elected to look locally for a less expensive productMR [redacted] WAS NOT TOLD ONE GALLON OF SEALER WOULD BE ENOUGH TO RE-COAT sq.ftManagement was not aware he made an additional sealer purchase and would have counseled him against it if we hadHe bought one gallon polyurethane sealer to cover a space that he states in his complaint could not be successfully covered by two gallons in his first application attemptHis decision was not reasonable, against verbal recommendations, contrary to the written instructions stated in his complaint and was doomed to failure from the beginningI cannot and will not be held responsible for this outcome As Mr [redacted] chose to repeatedly attack us online, we were able to see photos on Facebook (attached) of his completed acid stain floor project from start to finishHe is very proud of his work and has received many complimentsOne picture in particular shows Mr [redacted] applying a product using a roller that includes the following caption, "This is the wax coatIn the foreground you can see before with just polyurethane on itBackground has epoxy sealer." We have never sold Mr [redacted] a wax or epoxy product nor has he ever suggested he applied either to this floor but the evidence is very plain to seeWe have absolutely no idea what he is referring to and are completely confused by what he has posted as it is inconsistent with his complaint, our email exchanges and telephone conversationsWithout question if he has used other products in conjunction with the sealer he purchased from us, he would have problems Direct Colors has received one other Revdex.com complaint in our year historyIn that time, we have never had a customer attack us online as Mr [redacted] hasHis intention in this process appears to be to malign and damage our business not just be given three gallons of sealerWe are not some corporate entity insulated from harmWe are a small family-owned business with employees whose livelihood depends on our company's successI do not know what motivated Mr [redacted] behavior or what he hopes to gainOur intention was to reach an amicable resolution in this matter and respond fairly to his complaintMr [redacted] has chosen to take this to a completely different level which is both unfortunate and uncalled for In the interest of resolving this complaint immediately, we [redacted] ship Mr [redacted] three Water Based Polyurethane gallon kits to the previous ship to addressWe respectfully request that he cease and desist with any and all posts or comments to pages maintained by or about our company regarding this complaintWe have acted in good faith and I expect Mr [redacted] to do the same
Initial Business Response / [redacted] (1000, 5, 2015/03/12) */ We received a complaint submitted by Mr [redacted] through the Revdex.com late on March and before we could even formulate a response, Mr [redacted] began to post negative comments on our Facebook and Google+ pages about this proceeding Though he has sought a resolution of three free gallons of Polyurethane sealer, he appears to also be interested in exacting a higher price from our company without regard for the disproportionate impact his actions may have on our business and the people who work here Mr [redacted] says he was not given enough sealer to complete his projectI have reviewed his order and based on the information he provided at the time of purchase (condition of concrete and square footage) that assertion is falseI personally told Mr [redacted] in our first conversation to read the instructions carefully before placing his order so he understood the challenges associated with applying the polyurethane productAs far as I know, he did so and called with his order on another occasionSometime later he complained to me by phone after applying the polyurethane saying he had streaks across his floorStreaks are caused by one reason - applicator errorHe did not keep a wet edge with the roller and left streaks on the floorHe even told me there was still a small amount of sealer leftover in the can when the floor was finished yet he did not have enoughWhen I would not provide him with free product, he elected to look locally for a less expensive productMR [redacted] WAS NOT TOLD ONE GALLON OF SEALER WOULD BE ENOUGH TO RE-COAT sq.ftManagement was not aware he made an additional sealer purchase and would have counseled him against it if we hadHe bought one gallon polyurethane sealer to cover a space that he states in his complaint could not be successfully covered by two gallons in his first application attemptHis decision was not reasonable, against verbal recommendations, contrary to the written instructions stated in his complaint and was doomed to failure from the beginningI cannot and will not be held responsible for this outcome As Mr [redacted] chose to repeatedly attack us online, we were able to see photos on Facebook (attached) of his completed acid stain floor project from start to finishHe is very proud of his work and has received many complimentsOne picture in particular shows Mr [redacted] applying a product using a roller that includes the following caption, "This is the wax coatIn the foreground you can see before with just polyurethane on itBackground has epoxy sealer." We have never sold Mr [redacted] a wax or epoxy product nor has he ever suggested he applied either to this floor but the evidence is very plain to seeWe have absolutely no idea what he is referring to and are completely confused by what he has posted as it is inconsistent with his complaint, our email exchanges and telephone conversationsWithout question if he has used other products in conjunction with the sealer he purchased from us, he would have problems Direct Colors has received one other Revdex.com complaint in our year historyIn that time, we have never had a customer attack us online as Mr [redacted] hasHis intention in this process appears to be to malign and damage our business not just be given three gallons of sealerWe are not some corporate entity insulated from harmWe are a small family-owned business with employees whose livelihood depends on our company's successI do not know what motivated Mr [redacted] behavior or what he hopes to gainOur intention was to reach an amicable resolution in this matter and respond fairly to his complaintMr [redacted] has chosen to take this to a completely different level which is both unfortunate and uncalled for In the interest of resolving this complaint immediately, we [redacted] ship Mr [redacted] three Water Based Polyurethane gallon kits to the previous ship to addressWe respectfully request that he cease and desist with any and all posts or comments to pages maintained by or about our company regarding this complaintWe have acted in good faith and I expect Mr [redacted] to do the same