Novion, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
AND, I thank the Revdex.com for its assistance We were able to clear up the response issue and I believe I will have a positive relationship with the company as a result Their representative, ***, was responsive, accommodating and professional I now have a favorable opinion of Novion Inc
Sincerely,
*** ***

The issue has been resolved and the Customer has withdrawn his complaint
Our representative has visited the Customer’s residence todayThe problem was that water seeped into bluestone and grout, causing leaks and unsightly efflorescence washing out on the surface.
We
have demonstrated that our *** *** *** *** *** works as designedThe areas sealed with *** repel water, while unsealed areas absorb water

Thank you for the quick response you gave once Revdex.com was involved. I appreciate you doing the correct thing with this product complaint.

For the past 23 years, [redacted] Concrete Sealer has been used nationwide, and with great success, on commercial and residential applications for the purpose of waterproofing and strengthening high-quality concrete. We also have other, commercial-grade, waterproofing sealers and...

concrete repair products, that also receive highly-favorable reviews through online discussion boards, and eCommerce marketplaces. Water-intrusion can be a frustrating experience for homeowners especially when previously applied waterproofing products have failed to meet expectations. We offer industrial-grade basement and concrete care products that can both waterproof and preserve concrete, brick, and masonry. With that said, we also offer our waterproofing expertise when we feel that our products may not be a suitable for them. But not every customer calls before ordering. The customers problem was unusual. Before [redacted] was applied, it was an existing issue that a previously applied product failed to solve. We also recommend contacting us when, "...the concrete has repeatedly seeped water, you must phone us first for consultation. The concrete must not be leached out or internally silted up due to extensive water seepage." Although the customers replies to our questions were brief we have no choice but to take them for their word. We agree to refund the order in ful. Regards,-----------------[redacted]®

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
 
AND, I thank the Revdex.com for its assistance.  We were able to clear up the response issue and I believe I will have a positive relationship with the company as a result.  Their representative, [redacted], was responsive, accommodating and professional.  I now have a favorable opinion of Novion Inc.
Sincerely,
[redacted]

For the past 23 years, [redacted] Concrete Sealer has been used nationwide, and with great success, on commercial and residential applications for the purpose of waterproofing and strengthening high-quality concrete. We also have other, commercial-grade, waterproofing sealers and...

concrete repair products, that also receive highly-favorable reviews through online discussion boards, and eCommerce marketplaces. 
Water-intrusion can be a frustrating experience for homeowners especially when previously applied waterproofing products have failed to meet expectations. We offer industrial-grade basement and concrete care products that can both waterproof and preserve concrete, brick, and masonry. With that said, we also offer our waterproofing expertise when we feel that our products may not be a suitable for them. But not every customer calls before ordering. 
The customers problem was unusual. Before [redacted] was applied, it was an existing issue that a previously applied product failed to solve. We also recommend contacting us when, "...the concrete has repeatedly seeped water, you must phone us first for consultation. The concrete must not be leached out or internally silted up due to extensive water seepage." 
Although the customers replies to our questions were brief we have no choice but to take them for their word. 
We agree to refund the order in ful. 
Regards,
-----------------
[redacted]®

The issue has been resolved and the Customer has withdrawn his complaint.
 
Helvetica;">Our representative has visited the Customer’s residence today. The problem was that water seeped into bluestone and grout, causing leaks and unsightly efflorescence washing out on the surface. 
 
We have demonstrated that our [redacted] works as designed. The areas sealed with [redacted] repel water, while unsealed areas absorb water.

[redacted], We promised to refund you the restocking fee and we would be more than willing to do so however, you started a chargeback case against the transaction. Meaning, the remaining balance is currently frozen while the banks give themselves up to 75 days to review the disputed amount. We...

appreciate your patience. Regards, ------------- Customer Support [redacted]

Review: The [redacted] product ([redacted]) has completely failed to deliver on its promise. When a company fails to support its customers it is almost always because they lack integrity of product or management. This is always evidenced by the lack of professional responses to service issues as occurred with this instance. I have several calls into the company without returned calls.

I did receive one return call following my first call to the company with a promise of follow-up. Since then, I have left at least three very friendly messages asking for a return call and received none over a two week period. In a world where customer service is the differentiator, I am amazed at the lack of professionalism exhibited by this company. Their lack of service is a very poor reflection of their management team and owners and an indication of where they are heading.Desired Settlement: I have already used almost $200 of their product from an earlier shipment but have another box of the same product that was never opened. It contains two 2.5 gallon plastic containers of their product. The containers are still in their shipping box and that box has never been opened. I would like to be contacted by their service department so I can return the unopened product because it is useless and expensive.

Business

Response:

The issue has been resolved and the Customer has withdrawn his complaint.

Our representative has visited the Customer’s residence today. The problem was that water seeped into bluestone and grout, causing leaks and unsightly efflorescence washing out on the surface.

We have demonstrated that our [redacted] works as designed. The areas sealed with [redacted] repel water, while unsealed areas absorb water.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.