Elegante Furniture & Appliances Inc.

Response:
The customer contacted us to paint repaint his water fountain. We accepted the job and performed the prep work as we always do. We applied our custom matched, and custom mixed two component urethane coating to the exterior of the fountain. We bought a water proof coating from a local...

store that is designed for use such as the interior of a water fountain. This product is called "Flex Seal". We applied the Flex Seal to the interior basin of the water fountain per the specifications listed on the product. The Flex Seal coating is not our specific coating, and therefore we could not warranty the performance of that coating. We do warranty the performance of the two component urethane coating that we applied on the exterior of the water fountain. Per the customer, the exterior of the fountain still looks great! If the outside of the fountain were peeling or cracking, that would be covered, and we would paint that over at no charge. With the cracking and peeling happening over a product purchased by us and applied per that company'd specifications, that can not be warrantied. The Flex Seal company does not even warranty their own product. We painted the exterior of the fountain with our coatings and it has performed well. We applied a water proof coating to the interior of a water basin and that product has not performed as the customer had hoped. We are more than happy to try another water proof coating on the interior of the basin, but we feel that our time and materials for that re-coat should be covered at the customer's cost. We strive to perform quality metal refinishing and re-coating everyday. We regret that this customer has a complaint, but it is not our coatings, or our workmanship that has failed, but another product from another manufacturer. The exterior of the fountain that has our coatings is still in wonderful condition.

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.
I feel as though for the attached price that I paid this should have lasted longer than it did... I also attached the pictures previously sent to the company showing the poor quality of the interior product and at no time was I ever told the product being used was sub-standard. Apparently the other product referenced in the response as a potential replacement must be superior to the one used on my fountain. Obviously we are not talking about much money but it's simply the principle of doing what's right.. I will be satisfied with the new product being applied at the companys expense on time and material....
 Regards,
[redacted]