LINE-X Of Richmond

Revdex.com: I have reviewed the offer 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 Dear [redacted] - I am writing in response to your letter dated 2/18/Although the Bureau assumes my complaint (ID [redacted] ) has been resolved, nothing is further from the truthI simply have been busy travelling and haven't had the opportunity to respond So, in response to Line-X of Richmond's message/ excuse, I simply say, nonsense, The Line-X was applied to an unprepared surface and over a short time a simple chip in the Line-X can easily be peeled off revealing an almost glass-like smoothnessEven an amateur painter knows a surface must be scuffed/sanded in order for the new paint to adhereIf [redacted] of Line-X of Richmond felt the price agreed upon didn't include insuring his product would stick, he should have said, "Sorry I can't do a good job for such a low price." Now he has my money and I have speakers with peeling paint You'll notice the Line-X adheres better to the parts of the speaker that are worn down tot he bare wood, proving that if the speakers had been sanded the Line-X would have had a much better chance of stickingIt never had a chance of sticking to a smooth layer of old paintMy [redacted] pick up truck bed is painted with Line-X and it has never even so much as chipped, so I know this product, when correctly applied, is rock solidIt is very frustrating to see the same product chipping and peeling after only months and $1, Regards, [redacted]

This customer called to schedule his “new” truck and left it before working hours so it wasn’t checked inThe truck was filthy, covered in road salt and the bed contained 2-3“ of ice and snowIt was obvious the truck wasn’t new by the sun baked condition of the leather seatsWe checked the VIN # and this “new” truck was actually TEN years oldWe brought it in and put a diesel jet heater to work heating it up while we scraped out the snow and iceWe removed the tail gate without “carelessly” banging the tail lights and proceeded to dry it outWe discovered that the bed had been used and abused judging by the dents and dings and the fact that the front panel had been pushed into the back of the cab so tightly that the plastic curtain that we use to partition off the cab wouldn’t go down between the bed and cabWe continued with the process of masking, sanding, cleaning and applying the bedlinerAfterwards, we pulled the protective paper loose and at no point observed any red or white plastic chips from the tail lightsPer the customer’s request, we left the truck out in the parking lot as he couldn’t make it during work hoursWe have no idea exactly what MIGHT have happened to the tail lights, but, my GUESS is stress from rapid heating and cooling on aged plasticWhen I researched “tail light cracks” online, this seemed to be a common occurrence or at least not an anomalyI sent the customer numerous links to the problems found,ie; cracks from heat, cold, stress, age, brittleness and just unknownWhile I sympathize with the customer, we are talking about TEN YEAR OLD plastic that is in an [redacted] that has been used hard in the bed The truck also has high miles so it has been out in the weather a LOTAt no point did we see them broken and we are not taking any responsibility for their breakage, if in fact that's what happened

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com:I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted] ***

For simplicity's sake, these speakers are shaped like a ranch-style house turned on it's end, with the speaker grill in the floor location, and a recessed carry handle at the top endThe customer brought a couple of sample speakers to us with damaged wood and peeling paint and asked if we
could spray them economically, as they didn't want to put too much money into themTheir previous solution to their mishandling was to spray more black paint on themWe informed them that we could concentrate the bulk of the material at the wear points and the rest of the box would be sprayed for "cosmetic effect", which would make the box have a uniform LINE-X appearanceRepeatedly, we asked how they were used, and all we ever got was how they were stacked on their ends and carried in padded cases, etcWe did kind of wonder how they got banged up since they had carry handles, but since we were concentrating the LINE-X material there "on the ends", we were confident it would hold upSo we did the speakers, a couple dozen, and didn't hear from the customer for several monthsThen they brought one back that had peeling on what would be the roof of our ranch-style home shapeWe thought that was odd, but we fixed itThen they brought a couple more back, peeling on the roof (or back)We had to ask " How are you guys managing to damage the LINE-X there when you carry them upright and stack them on the end?"And that was when they FINALLY communicated to us that the way they were used was to carry them by the handle and then when they got them to the stage, to lay them on their "roof" and slide them around!!! Too late! The LINE-X is only cosmetic everywhere but on the ends to keep the project in their budget, which wasn't muchThey are obsessed with the fact that you can peel the LINE-X off the boxes if you break the bond on the thin partsThe boxes are wrapped and more than puncture resistant on the ENDS and the rest of the box would stay covered if it was used as we were led to believe it wasIn our view, the customer told us what they wanted, gave us the specs and got a solution that was in their budgetNow, they've changed the specsJust to keep the house analogy going, try that with your builder and see how that goesWe did offer to re-spray them to their new specs for less than retail, but, they wanted it for freeSorry

Meaning no offense to Mr***, but, we did not look for prior damage when we saw the condition and age of the vehicleHe had represented the truck as his "new" truck and we do a walk-around on thoseObviously, a year old truck covered in road grime, icicles and snow don't give you much to go onSo, meaning no offense, for all we know he noticed cracks on the edge of his lights and pulled at them until they brokeJudging by the battered condition of the truck bed, there is no way they could have been unscathed over the course of years. We would be willing to split the $with him to offer him some satisfaction

This customer called to schedule his “new” truck and left it before working hours so it wasn’t checked in. The truck was filthy, covered in road salt and the bed contained 2-3“ of ice...

and snow. It was obvious the truck wasn’t new by the sun baked condition of the leather seats. We checked the VIN # and this “new” truck was actually TEN years old. We brought it in and put a diesel jet heater to work heating it up while we scraped out the snow and ice. We removed the tail gate without “carelessly” banging the tail lights and proceeded to dry it out. We discovered that the bed had been used and abused judging by the dents and dings and the fact that the front panel had been pushed into the back of the cab so tightly that the plastic curtain that we use to partition off the cab wouldn’t go down between the bed and cab. We continued with the process of masking, sanding, cleaning and applying the bedliner. Afterwards, we pulled the protective paper loose and at no point observed any red or white plastic chips from the tail lights. Per the customer’s request, we left the truck out in the parking lot as he couldn’t make it during work hours. We have no idea exactly what MIGHT have happened to the tail lights, but, my GUESS is stress from rapid heating and cooling on aged plastic. When I researched “tail light cracks” online, this seemed to be a common occurrence or at least not an anomaly. I sent the customer numerous links to the problems found,ie; cracks from heat, cold, stress, age, brittleness and just unknown. While I sympathize with the customer, we are talking about TEN YEAR OLD plastic that is in an [redacted] that has been used hard in the bed.  The truck also has high miles so it has been out in the weather a LOT. At no point did we see them broken and we are not taking any responsibility for their breakage, if in fact that's what happened.

Revdex.com:
I have reviewed the offer 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.
Dear [redacted]-
I am writing in response to your letter dated 2/18/2014. Although the Bureau assumes my complaint (ID [redacted]) has been resolved, nothing is further from the truth. I simply have been busy travelling and haven't had the opportunity to respond. 
So, in response to Line-X of Richmond's message/ excuse, I simply say, nonsense, The Line-X was applied to an unprepared surface and over a short time a simple chip in the Line-X can easily be peeled off revealing an almost glass-like smoothness. Even an amateur painter knows a surface must be scuffed/sanded in order for the new paint to adhere. If [redacted] of Line-X of Richmond felt the price agreed upon didn't include insuring his product would stick, he should have said, "Sorry I can't do a good job for such a low price."
Now he has my money and I have speakers with peeling paint.
You'll notice the Line-X adheres better to the parts of the speaker that are worn down tot he bare wood, proving that if the speakers had been sanded the Line-X would have had a much better chance of sticking. It never had a chance of sticking to a smooth layer of old paint. My [redacted] pick up truck bed is painted with Line-X and it has never even so much as chipped, so I know this product, when correctly applied, is rock solid. It is very frustrating to see the same product chipping and peeling after only 6 months and $1,500.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

Review: When they did the spray in bed liner they damaged both of my rear tail lights. They admit to having to remove & reinstall tailgate to perform their job but in doing so they carelessly damaged(cracked with chunks missing) both rear tail lights which butts up on both sides to edge of tail gate. In addition to that there is over spray on my tail pipe which im NOT disputing because my main concern is my tail lights which were not chipped or chunked out prior to their services being performed. If I were to get the dealership to repair the lights with new ones it would cost more with labor but all I require is the money refunded to purchase new lights & I will put them in myself. I even have pictures of the damage AS WELL AS the broken plastic laying on top of the bumper from where they broke them . all of this was noticed when I went to pick my truck up after work. Just replace what was damaged & I will be on my way but with factory replacements not cheap parts online.Desired Settlement: The price of the 2 tail lights is $100 from [redacted] dealership. So all I want is my tail lights replaced with new ones.

Business

Response:

This customer called to schedule his “new” truck and left it before working hours so it wasn’t checked in. The truck was filthy, covered in road salt and the bed contained 2-3“ of ice and snow. It was obvious the truck wasn’t new by the sun baked condition of the leather seats. We checked the VIN # and this “new” truck was actually TEN years old. We brought it in and put a diesel jet heater to work heating it up while we scraped out the snow and ice. We removed the tail gate without “carelessly” banging the tail lights and proceeded to dry it out. We discovered that the bed had been used and abused judging by the dents and dings and the fact that the front panel had been pushed into the back of the cab so tightly that the plastic curtain that we use to partition off the cab wouldn’t go down between the bed and cab. We continued with the process of masking, sanding, cleaning and applying the bedliner. Afterwards, we pulled the protective paper loose and at no point observed any red or white plastic chips from the tail lights. Per the customer’s request, we left the truck out in the parking lot as he couldn’t make it during work hours. We have no idea exactly what MIGHT have happened to the tail lights, but, my GUESS is stress from rapid heating and cooling on aged plastic. When I researched “tail light cracks” online, this seemed to be a common occurrence or at least not an anomaly. I sent the customer numerous links to the problems found,ie; cracks from heat, cold, stress, age, brittleness and just unknown. While I sympathize with the customer, we are talking about TEN YEAR OLD plastic that is in an [redacted] that has been used hard in the bed. The truck also has high miles so it has been out in the weather a LOT. At no point did we see them broken and we are not taking any responsibility for their breakage, if in fact that's what happened.

Business

Response:

Meaning no offense to Mr. [redacted], but, we did not look for prior damage when we saw the condition and age of the vehicle. He had represented the truck as his "new" truck and we do a walk-around on those. Obviously, a 10 year old truck covered in road grime, icicles and snow don't give you much to go on. So, meaning no offense, for all we know he noticed cracks on the edge of his lights and pulled at them until they broke. Judging by the battered condition of the truck bed, there is no way they could have been unscathed over the course of 10 years. We would be willing to split the $100 with him to offer him some satisfaction.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: Paid to have concert speaker enclosures sprayed with Line-X Protective Coating. According to the Line-X website, "LINE-X is the industry leader in truck bed protection offering specially formulated polymers that permanently bond to your truck’s bed protecting it from just about anything you or Mother Nature can dish out. And LINE-X protects more than just trucks. What LINE-X can do for truck beds, it can do for truck covers, rocker panels, fenders, bumpers, etc. As one of the nation’s leading providers of spray-on protective coatings our products are utilized in commercial, industrial, agricultural, military and custom applications."

AND "LINE-X permanently bonds to most materials at the molecular level, creating a unique composite unlike any other. That makes LINE-X perfect for protecting virtually anything that you care to protect: recreational vehicles, trailers, motorcycles, RVs, motor homes, boat hulls, SOUND SYSTEMS, work tables, and more."

Further, "At LINE-X we believe in protecting our customers with both our products and our service. When customers buy a LINE-X bedliner, they know it's fully backed by the LINE-X Corporation and their local LINE-X franchise."

- [redacted], LINE-X CEO [redacted]

After a few uses many enclosures (that are transported in padded road cases) started to have the Line-X coating peel off, then once it started to peel it took little effort to peel the rest off by hand. It seemed obvious to me and others that the original surface was not prepared sufficiently to have the Line-X Coating adhere. After making [redacted] (the salesperson at this franchise) aware of the problem, he informed me that to make it right he would have to redo the job at a cost to me of 25% more than the original cost. Now I am left with many of my speakers peeling and it seems only a matter of time for the others.Desired Settlement: A refund to go towards getting the speakers painted elsewhere.

Business

Response:

For simplicity's sake, these speakers are shaped like a ranch-style house turned on it's end, with the speaker grill in the floor location, and a recessed carry handle at the top end. The customer brought a couple of sample speakers to us with damaged wood and peeling paint and asked if we could spray them economically, as they didn't want to put too much money into them. Their previous solution to their mishandling was to spray more black paint on them. We informed them that we could concentrate the bulk of the material at the wear points and the rest of the box would be sprayed for "cosmetic effect", which would make the box have a uniform LINE-X appearance. Repeatedly, we asked how they were used, and all we ever got was how they were stacked on their ends and carried in padded cases, etc... We did kind of wonder how they got banged up since they had carry handles, but since we were concentrating the LINE-X material there "on the ends", we were confident it would hold up. So we did the speakers, a couple dozen, and didn't hear from the customer for several months. Then they brought one back that had peeling on what would be the roof of our ranch-style home shape. We thought that was odd, but we fixed it. Then they brought a couple more back, peeling on the roof (or back). We had to ask " How are you guys managing to damage the LINE-X there when you carry them upright and stack them on the end?". And that was when they FINALLY communicated to us that the way they were used was to carry them by the handle and then when they got them to the stage, to lay them on their "roof" and slide them around!!! Too late! The LINE-X is only cosmetic everywhere but on the ends to keep the project in their budget, which wasn't much. They are obsessed with the fact that you can peel the LINE-X off the boxes if you break the bond on the thin parts. The boxes are wrapped and more than puncture resistant on the ENDS and the rest of the box would stay covered if it was used as we were led to believe it was. In our view, the customer told us what they wanted, gave us the specs and got a solution that was in their budget. Now, they've changed the specs. Just to keep the house analogy going, try that with your builder and see how that goes. We did offer to re-spray them to their new specs for less than retail, but, they wanted it for free. Sorry.

Consumer

Response:

I have reviewed the offer 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.

Dear [redacted]-

I am writing in response to your letter dated 2/18/2014. Although the Bureau assumes my complaint (ID [redacted]) has been resolved, nothing is further from the truth. I simply have been busy travelling and haven't had the opportunity to respond.

So, in response to Line-X of Richmond's message/ excuse, I simply say, nonsense, The Line-X was applied to an unprepared surface and over a short time a simple chip in the Line-X can easily be peeled off revealing an almost glass-like smoothness. Even an amateur painter knows a surface must be scuffed/sanded in order for the new paint to adhere. If [redacted] of Line-X of Richmond felt the price agreed upon didn't include insuring his product would stick, he should have said, "Sorry I can't do a good job for such a low price."

Now he has my money and I have speakers with peeling paint.

You'll notice the Line-X adheres better to the parts of the speaker that are worn down tot he bare wood, proving that if the speakers had been sanded the Line-X would have had a much better chance of sticking. It never had a chance of sticking to a smooth layer of old paint. My [redacted] pick up truck bed is painted with Line-X and it has never even so much as chipped, so I know this product, when correctly applied, is rock solid. It is very frustrating to see the same product chipping and peeling after only 6 months and $1,500.

Regards,