Norkan Inc

Dear Revdex.com;
In receipt of your letter dated 3/8/2018 in regards to ID 12501756 customer complaint filed by [redacted].
 
Below is a detail report from the sales rep that assisted Ms. [redacted]…[redacted] is a great sales rep and is very attentive to our customer’s needs.  She has...

been with our company for over 10 years with extensive experience in this field and over 30 years in the industry.
 
In the beginning of May, 2017, I first started assisting [redacted] in her desire to purchase a Pure Metallic floor coating for her new 4,000 + sq. ft. home.  I explained to her, as is stated on our website, www.puremetallic.com , this system is best used by professionals:  Pure Metallic is made from 100% Solids Epoxy, which is considered the industry-standard for Commercial Epoxy Flooring and not normally installed by homeowners. This type of epoxy, though very durable, can be difficult for inexperienced applicators.   Please read the tutorials and watch the videos to prior to ordering and or installing, if you do not feel you can apply this unique coating then we recommend seeking out a local contractor to install it. 
Ms. [redacted] told me she was very familiar with all phases of construction and that she and her sister were capable of installing this type of epoxy and I need not be worried.  Our Pure Metallic System is unique and is a one of a kind product.  Ms. [redacted] did not use our system the way it was intended for use.  Instead she chose to install an epoxy coating that relies totally on the skill and familiarity of applying epoxy in an artistic m[redacted]r, this can only be accomplished by years of experience.  Our videos and application instructions on our website explain the process using our system which consists of: Our instructions are very clear and also our video is very informative however if you have no experience you can get confused.  This was discussed with Ms. [redacted] in great details.
 
Prepping the floor
Priming the floor
Rolling out Metallic Basecoat and
Dripping Effects on the Basecoat simultaneously in a certain m[redacted]r and
Clear sealing the floor within 24 hours or when the Basecoat and Effects have cured. 
 
This is not what Ms. [redacted] chose to do, however.  Ms. [redacted] chose to install her floor in a different way, something she saw on “You Tube” – not recommended with our system. Between May 4th and June 16th, the day she received the material, I have over 70 pages of emails back and forth with Ms. [redacted].   Below is a sample of what was discussed.  We would be more than happy to send all dialog to you via email if you wish.
 
1.     On May 4th I sent her an Estimate  (#793).
2.     On Friday, May 5th, 2017, I gave [redacted] my personal cell phone number, in case she had any more questions about the flooring material she wanted to purchase.
3.      I took countless phone calls from her trying to figure a less expensive way to get the look of the Metallic floor she wanted (Not our System).
4.     On May 11th, by switching top coats from a high gloss finish, to a satin finish material I was able to bring down the cost almost $2,000.00.
5.      On that same day, May 11th she emailed me, “You are awesome for trying!!”  She also let me know in that same email that they had pushed back the floor application until “late June”.
6.     On June 16, 2017 she emailed me that they had received their material and pl[redacted]d on starting the project the following week and wanted to “clarify a few things”  She needed to know what kind of grit she needed to use on the diamond grinder, also whether every inch had to be done, and drying times of various products.  Basically, these questions were questions you would expect from someone who had no experience about applying epoxy, let alone Metallic Epoxy. 
7.     It was either that same day in June or shortly thereafter that I emailed her steps 1 and 2 about grinding the concrete and using a hand grinder for the edges.  I told her to set up a staging area matching all the products by category.  All epoxy has a part A and a part B.  I told her to organize in the same order as her invoice stated.  1st - Primer Part A in back and Part B in front (Part B is always smaller), 2nd Metallic epoxy (2) gal of A and (1) gal of B, and lastly the clear coat that was in a box from manufacturer Parts A, B, and C (non-skid)   Her invoice is set up so that she can read Primer: then list below of color and Quantity, Basecoat: then list below the same way color and quantity, Clear Coat: list below, etc.  She received all the products she needed, but there were (2) types of epoxy needed; one is the primer coat of epoxy which is Norklad WB (waterborne epoxy) That is mixed in a 4 to 1 mix ratio.  4 parts A to 1 part B.  This is where she made her mistake.  She mixed Part A of the waterborne epoxy with the Part B of the Metallic epoxy.  The Metallic epoxy is 100% solids epoxy and is mixed (2) parts A to (1) part B.  She mixed (2) different types of epoxies together.  Chemically it becomes a disaster.  She had no understanding of epoxies and never called prior to mixing.  This is why it’s  important to have a licensed installed to do this type of project. It didn’t matter that our office was closed for the Holiday, Ms. [redacted] had my cell phone number.
8.     Sunday, September 3 at 9:07 pm (Labor Day Weekend).  Her email stated that they had started the floor and that they had a “TON of black primer product left over”.  I knew immediately they had mixed something wrong.  By the time I found out what they had done, it was too late.  She could have called or text my cell phone, before she started mixing, not after. She had in the past on many occasions.  I am in sales and to state that I was not available or was somehow just interested in the sale and my commission is ridiculous, especially since we do not receive commission at Norkan.  Service is our pledge.  I take that very seriously.  I also have sold millions of dollars of this product over the last 9 years and have never had anyone make the mistake that Ms. [redacted] made.
9.     Ms. [redacted] suggested that we should have the epoxies labeled A, B, C, D, E, F, G, etc.  Not just A’s and B’s.  Anyone who could make such a statement, has no understanding of epoxy and should have heeded the advice on our website.  She didn’t know what she was doing, and she never called for help until it was too late.  She had told us that she was more than confident she could do this and was experienced.  This is the reason we sold her the product.  This system is done at your own risk there are no guarantees that any two floors will look alike that is what makes it so easy to love..
10.  The primer coat was the only product that she mis-mixed up and not the entire floor, unfortunately it was a minor error on the user and we did sell her the additional product that she would need to fix it.
 
 
To answer some of her questions;
 
1.      Product is marked and instructions are included, as well as included on our web site.
2.      All Metallic is special order/made to order, our samples we show on our web site are colors that work well together.  This product settles after a time and needs to be mixed.
3.      Primer is the color it’s the base that goes on first….on top of the concrete…never clear on the ground.
4.      [redacted] is not on commission so this sale had no bearing on her. Not to mention this sale was in May 2017 and the problem arose in September which would have been too late for a refund on any of our products, see our sales return (30 days).
5.      We recycle boxes from most of our vendors so yes we do ship our paint cans in other vendors boxes occasionally since this is good practice when saving the environment.  I am not sure what bearing this has on what is in the box.
6.      [redacted] has always taken her calls/emails and text messages.
 
In closing this customer has reported us to the Revdex.com for a complaint that is not true, and also added a similar compliant on our google search on our Web site…so with this being said we now have to clear this up and also respond to our google complaint.  If a customer doesn’t know how to use a product the company that it’s purchased from becomes responsible for the use of lack of?  I am here to help assist however not sure what we need to do to move forward.
 
Have a great day! [redacted]General Operations Manager