PPG Industries Inc

Thank you for forwarding the receipts.  I will provide to technical service.

A Technical Service Advisor has spoken with Ms. [redacted] and has received documentation she submitted to support of her claim.  The Advisor will continue to work with her to resolve her complaint.  I will provide an update as a resolution proceeds.

Thank you for forwarding Mr. [redacted]s complaint.  I will ask PPG's Technical Service Department to contact Mr. [redacted] to discuss his complaint.

Thank you for forwarding Mr. [redacted]' complaint.  I will contact PPG's Technical Advice Center and will ask that a representative contact him immediately.

It is not possible for one Technical Service Adviser be assigned to each claim, as suggested by Mr. [redacted]. Each call to PPG’s Technical Service Call Center is recorded and entered into its database. Any Adviser can respond to a repeat call from a consumer. Our Advisers do not try to “trap” consumers by asking questions. They are merely asking the necessary questions that will assist in resolving the complaint. They are not there at the time of application so rely on the information that the consumer provides. I am enclosing a copy of the Application Section of the product label which provides the consumer with the proper instruction on applying the product. It clearly indicates that the Olympic Maximum product is a single-coat system and that if spraying or rolling you should always backbrush for best results.I will contact Mr. [redacted] directly to arrange for a representative to inspect the deck. Upon conclusion of this inspection, I will report to the Revdex.com our findings.Thank you for the opportunity to again respond to Mr. [redacted]’s complaint.Very truly yours,Susan D. [redacted] Claims CoordinatorEnclosure

RE: [redacted] (Complaint ID [redacted]) Dear Ms. [redacted]:Thank you for your correspondence of November 6, 2015, regarding the above-named consumer complaint that was filed with the Revdex.com. After a careful review and investigation of this claim, PPG Industries, Inc. (“PPG”) offered Ms....

[redacted] $1,050.00 in good faith to resolve her claim on June 15, 2015 and it must stand on this offer. The offer includes a full refund of all of Ms. Leu's PPG product purchases totaling $400.00 as well as an additional good-will customer courtesy offer of $650.00.Ms[redacted] first contacted PPG’s Technical Service Department on June 3, 2015 and PPG has engaged with this customer in good faith to resolve this claim on multiple occasions since then. PPG takes great pride in the quality of our products and the service that we provide to our customers. Thank you for the opportunity to respond to Ms. [redacted]s customer complaint Please be m touch with any questions.Very truly yours,Justin *. R[redacted]Litigation & Claims Specialist

I am waiting for an additional test report from PPG's Technical Service laboratory.  Unfortunately due to the Holidays that report has been delayed.  I plan to have a response to Ms. [redacted]'s recent letter by the end of next week, the 15th.  Thank you.

RE: [redacted]ID [redacted]Dear Ms. [redacted]A PPG representative recently inspected Mr. [redacted]’s deck. Based on that inspection, and the information Mr. [redacted] provided to that representative, PPG does not change its opinion that the problem Mr. [redacted] has experienced is an application issue, not a product failure.Mr. [redacted] told our representative that he used 2.5 gallons of the stain; however, the 5-gallon pail that was on-site was empty. This amount of stain for the size of his decks and spindles would indicate an over-application. Over-application of stain would result in a lack of penetration and subsequent peeling. Mr. [redacted] confirmed what he had told our Technical Service Adviser several months ago; he had rolled the stain on the deck and did not back-brush as recommended on the label.From the inspection, we were able to determine that this particular batch of stain was manufactured in March 2013 and that there were 6,614 gallons of stain produced. The stain met all manufacturing specifications, and PPG also checked its complaint reporting system and found no complaints similar to Mr. [redacted]’s.PPG’s offer of S750.00 is still available to Mr. [redacted]. Thank you for the opportunity to investigate and comment on this complaint.Very truly yours,[redacted]Claims Coordinator

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. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and wanted to touch base on the progress.  Ppg sent out a representative to look at my deck.  I'm awaiting further information from Ppg of the findings.

RE: [redacted]ID [redacted]Dear [redacted]:PPG Industries, Inc.’s (“PPG”) Technical Service Department has contacted Ms. [redacted] to investigate her claim related to Pittsburgh Paints® Revitalize® Wood and Concrete Resurfacer. PPG and Ms. [redacted] have successfully resolved this claim, and PPG...

is now in the process of finalizing the paperwork that Ms. [redacted] has submitted.Thank you for allowing PPG the opportunity to investigate and comment on thiscomplaint.Very truly yours,[redacted] Claims Coordinator

RE: [redacted]ID [redacted]Dear Ms. [redacted]:A technical service adviser has reviewed all four of Mr. [redacted]’s calls to its 800 service line. Each time Mr. [redacted] provided a variation as to how he applied the product. Based on this information and the information contained in my three previous letters to the Revdex.com, PPG’s position on resolving Mr. [redacted]’ complaint has not changed. PPG is willing to resolve Mr. [redacted]’s complaint for $750, which far exceeds the consumer product warranty (reimbursement for the cost of the product or a replacement of the product itself).Very truly yours,[redacted]Claims Coordinator

PPG Industries, Inc.'s ("PPG") Technical Service Department has contacted Mr. [redacted] and is currently waiting further documentation from him.  Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have the following response. Thank you very much for your assistance with this matter, and all the best to you this holiday season!
December 12, 2015
 
Re:  Complaint ID [redacted]
Dear Ms. [redacted]
 
Thank you for your communication
on December 10th. I have been busy since my last communication with
either the Revdex.com or PPG Industries, in an attempt to repaint
my bedroom so that I can use both living room and bedroom once again.
 
My first step was to scuff sand
the initial coat of SICO “Homespun Cotton” on all four walls, as recommended by
PPG. I then visited [redacted] paint to seek advice, and purchased 3.7 L each
of high quality primer and topcoat. I applied a test patch of topcoat paint to
two different areas of my bedroom: the first in an area where I had attempted
to paint SICO “Cotton Ball,” adhesion had failed, and I washed the fresh paint
off the walls (leaving a trace residue of paint); and the second in an area
where no attempt to repaint over the SICO “Homespun Cotton” had occurred. The
[redacted] test patch stuck to the wall where a trace residue of the “Cotton
Ball” paint lingered, but could be scratched off with a fingernail in the centre
of the test patch when painted over top of the “Homespun Cotton” paint.
[redacted] Paint had advised me to test in this way before priming, to
determine whether a primer would be needed. From the results of this test, I deduced
that primer would be best on all four walls.
 
The primer I used was Prime
Solution Interior/Exterior Latex Stain Blocking Primer, and I applied it to
only part of one bedroom wall before deciding that it, too, needed to be washed
off, as the same kinds of adhesion problems occurred as seen with the topcoat
of SICO “Cotton Ball.” The primer rolled back onto the applicator, leaving bare
patches on the wall and clumps of paint which began to dribble down the walls,
just as the SICO paint had done earlier. For this reason, I have deduced that
the problem was with the original SICO paint purchase: tinted to “Homespun
Cotton” (the colour I did not like).
 
Unsure of how to proceed, I
decided to try applying a partial, whisper-thin coat of primer, similar to the
trace of paint left behind by the failed applications. I did this by
under-loading the roller, avoiding use of a brush, and leaving gaps between roller
paths rather than risk rollback. Once this had dried (I waited 24 hours,
although this particular primer is ready for recoat after 1 hour), I repeated
the thin application, and continued in this manner until I had applied four
coats of primer. This approach was successful, and I was then able to add two
topcoats of Ecologic Eggshell Finish Latex, which adhered to the primer. I
completed the last topcoat on December 8, 2015. After painting the trim, I will
be able to move back into my bedroom!
 
I am glad to hear that PPG has
tested one of the paints involved in my complaint, and I am wondering which was
tested: was it the SICO “Cotton Ball,” which failed to adhere, or was the SICO
“Homespun Cotton” (which appears to have actually been the culprit)? I spoke to
[redacted] Paint about my findings, and they suggested that the first coat of
SICO paint may have contained some kind of wax or coating which interfered with
adhesion. Once this has been clarified, I would like to be informed of its
identity, as this may or may not pose a problem for me in future.
 
I would like to take a moment to
respond to PPG’s assertions:
 
1.     That
my failure to use a primer likely caused a problem with the application of the
“Cotton Ball” paint – I did no repairs between applying the “Homespun Cotton”
first coat and the “Cotton Ball” second coat, and wonder why anyone would prime
between coats of the identical brand and type of paint?
2.     That
the coat of “Homespun Cotton” was not cured before I applied the “Cotton Ball”:
the specifications on this product state that recoating can take place after a
minimum of 6 hours, and that curing takes place after a minimum of 14 days. I
applied the second coat of SICO paint after 4 days, well after the minimum time
to recoat with the same product, and applied the Prime Solution Primer 21 days
later; neither of these coatings adhered to the first coat of SICO paint.
 
As to resolution, I would be
delighted to be refunded $223.38 by PPG, and, as I have already purchased and
used an additional primer and topcoat, I am hopeful that they will offer me
reimbursement for these expenses, totaling $110.66, in lieu of providing me
with additional (and now unnecessary) paint and primer.
 
I am willing to sign a General
Release, but not willing to waive my rights should further issues arise with this paint. If the original coat of SICO
paint proves to contain ingredients which are judged as toxic or dangerous by a
competent public authority, or which affect the value or sale of my home in
future, I insist upon retaining the right to pursue compensation for damages
from PPG Industries. I find it difficult to believe that any company which
values customer satisfaction would ask for such undertakings prior to refunding
$225!
 
I would hope that PPG will test
the original paint coat (tinted in my case to “Homespun Cotton”), purchased Oct
11, 2015.  It is unlikely that
problems with this product will surface until it is painted over, but perhaps
additional damage can be avoided for other end users of SICO paint.
 
I look forward to hearing back
from PPG, and appreciate this opportunity to respond.
 
Sincerely,
 
[redacted]
[redacted]

A PPG Technical Service Adviser has spoken to Ms. [redacted] and made an offer to resolve her complaint.  PPG is now waiting for a response from Ms. [redacted].  Thank you.

Due to an error on PPG's part, Mr. [redacted]'s check was not issued.  We apologize for this oversight.  Technical Service has advised that all paperwork was submitted to PPG's accounting center last week and the check will be expedited for processing.   If Mr. [redacted] does not receive...

the check by Wednesday, August 5 I would ask that he contact me directly for follow-up.  My number is ###-###-####.  Thank you.

As I had previously responded, PPG's Technical Service Department and Ms. [redacted] did resolve her claim and by mid-July Ms. [redacted] had supplied all the paperwork that was required to finalize the claim.

RE: [redacted] [redacted]ID [redacted]Dear Ms. [redacted];Thank you for allowing PPG the opportunity to respond to Ms. [redacted] complaint regarding the SICO PURE Eggshell Product.According to information provided by Ms. [redacted], on or about November 11 she purchased and applied a tinted SICO PURE Eggshell...

Finish Product to a room in her home. Not satisfied with the color, she re-painted a few days later with the same product but a different tint. On November 15, 2015 she complained to PPG’s Technical Service Advice Center in Longueuil, Quebec that the product had not adhered to the walls. PPG’s investigation determined that this particular batch of paint was manufactured at PPG’s plant in Beauport, Quebec in March 2015 and there were 6,350 gallons of product produced. The plant tested a retained sample of that particular batch and determined that the product met all performance specifications. PPG has received no other complaints associated with this batch of paint. Based on an Adviser’s conversation with Ms. [redacted] it appears that she failed to prime repaired spots prior to painting. We believe that there could have been some contaminants on the wall preventing the paint to adhere or that the previous coat was not cured enough and this caused the new application to not perform as it definitely looked like a reaction to the new application. Ms. [redacted] was advised to scuff sand the surface, apply a primer and then apply a topcoat.At PPG we take great pride in the quality of our products and the service we provide our ultimate customer. PPG has offered to reimburse Ms. [redacted] $223.38(C), which is the purchase price of the product, and to provide her with one gallon of primer and two gallons of a topcoat of her choice upon execution of a General Release.Very truly yours,Susan *. H[redacted] Claims Coordinator

Mr. [redacted] This is to let you know that I have received the signed...

General Release that you returned and I have processed the request for the refund.  Thank you for your patience in this matter.  If you have any questions, please feel free to contact Technical Services at ###-###-####. [redacted]Technical AdvisorArchitectural Coatings

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. 
Regards,
[redacted]