Rust-Oleum Corp

The damage was done to the walls, and more pictures were sent to the company It is not a mere consequence that my walls are damage ONLY were this dryboard paint is located In addition, I am waiting for replies to the recent emails sent Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

Rust-Oleum has requested additional information and proof of purchase from the customer for the Restore application Rust-Oleum has a Limited Warranty on all of our Restore products, for either a refund of the purchase price or replacement of the product We will collect further details and information and work toward a resolution with this customer

Rust-Oleum will contact the customer directly to collect additional information on the product(s) used and the application We were not provided with any receipts, photos, etcat the time that the customer contacted us regarding this claim and will follow up to obtain additional information

We have spoken with the customer and are fully refunding for the product as requested

Rust-Oleum has made contact with the customer and we are awaiting additional information in order to assist with the product claim

Rust-Oleum has replaced all Rust-Oleum product for which the customer was able to provide proof of purchase (Restore 4x) Replacement product was delivered on 9/ The receipts provided show the purchase of ***'s Deck Over product, which was purchased on 6/29/ This coincides with the date of application as provided by the customer, which was on 6/30/ Rust-Oleum cannot provide replacement 10x Advanced, as the information we have received shows that it was another companies product that was applied to the deck floor

Rust-Oleum has been in direct communication with this customer to resolve this issue While the item purchased is no longer available, we have offered a substitute product as replacement, which the customer has accepted

The product that was applied would not be responsible for the screw or nail heads to rust Screws or nails used in the construction of the decking should be galvanized so that they do not rust If rust is an issue, the directions do state that the heads of the screws or nails should be primed before the coating is applied, to help control the rust and prevent it from bleeding through into the paint We have refunded for the product as per the product warranty, and have provided products which can be used for the treatment of the rust spots and product which can be used for the complete removal of the coating from the deck The customer wrote into us on 6/regarding questions or issues with the application of the remover, and we have provided some application tips / suggestions to aid in the process

Initial Business Response / [redacted] (1000, 11, 2015/09/22) */ Initial claim was not received from the Revdex.com so no action could be takenWe will contact the customer to attempt to resolve this issue Initial Consumer Rebuttal / [redacted] (3000, 18, 2015/10/19) */ We would like this case to stay open.The gentleman handeling it was on vacation until the 6th of October and we are still dealing with him on this issue.So far they have only offered us 1/of the cost to redo our deck and we told them we want at least 1/and they have yet to respond

Rust-Oleum is not the manufacturer of this item We have a licensing agreement with IPG - Intertape Polymer Group, whose contact information is on the roll of tape itself Please contact the manufacturer for assistance with your product claim

Initial Business Response / [redacted] (1000, 6, 2015/09/21) */ We do not manufacture a product called "Renew" however will try to clarify this when we contact the customer Our deck coatings and sealers are not capable of causing wood rotThis is caused by either lack of proper ventilation or drainage on the deck itself, or from existing rot in the wood that was present when the boards were coated We will contact the customer to try to resolve this issue

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
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/04/24) */
We have been in communication with customer regarding the issues they are having on their deck
Their original complaint was registered in 2014, for product purchased and used in At the time of contact, we had requested receipts for
the purchase, however he stated they were not available, however a goodwill refund was still issued to himHe later provided photos, and in a clerical error on our part, was refunded a duplicate time for the same claimBoth checks were cashed by customerPhotos of the deck itself show a significant amount of contamination on the surface of the wood, underneath where the coating was coming loose
We were contacted again this year by the customer, stating that the product was reapplied and that the same issues were occurringWe responded in the same manner; that we would need receipts for the new purchase for a refund, as we already had refunded for the product last yearHe has indicated that receipts are again, not available
We are currently awaiting additional information from the customer, for verification of the more recent purchase of the product, and to also come to some agreement regarding the remainder of coating that is on his deck surface

We have fully refunded the customer for the Dry Erase kits that were purchased as well as the Chalkboard paints which were purchased, but not used. The majority of the failure occurred between the previous coating and the wall, and not between our product and the surface We have advised on repair and are providing a refund as per the product guarantee

The Deck Restore product is not capable of causing direct damage to the wood itself It is a topical, breathable coating which is applied to the surface of the wood, and it works very well to restore the surface of the wood by filling in small cracks and splintered areas to give a uniform,
consistent surface Rust-Oleum had offered replacement product so that the affected areas of the deck could be repaired and recoated, however this offer was not accepted. We have extended a full refund for the purchase price of the product used ($500) and we have provided stripper for the removal We also as a goodwill gesture have offered a contribution towards the removal, so that the customer can remove the Restore from the decking

The charges that the customer is referring to is from an order of Wipe New Recolor, which the customer ordered directly from our ordering and shipping service Their records indicate that the customer was refunded for the returned product on 4/21/

Photos provided by the customer clearly show that there is a significant amount of wood on the back of the peeled samples, which in no way can be at the fault of the product itself If the coating was releasing from the surface of the wood as described, and there was an airpocket in between the coating and the wood, then a surface barrier of some sort would have needed to be present on or within the surface of the wood before the coating was applied Restore is a brand category and not a product, and there have not been many previously reported claims of this type on the Restore 4x Deck Coat, as the customer has stated. We are willing to extend our offer beyond the product warranty and to offer both a refund for the product purchased and replacement product to recoat the deck We will be unable to consider costs for the replacement of the deck itself, as the Deck Coat could not be responsible for damage to the wood itself

We have made attempts to reach the customer to discuss this issue further This product should not be capable of doing damage to a drywall surface, and additional information is needed in order to determine what may be causing the poor results

Complaint: ***
I am rejecting this response because: I have followed the instructions the rep provided as well as followed ALL INSTRUCTIONS on the prewash cleaning product provided by rustolem this did not fix the problem it has cause it to become worse.I have followed all necessary instructions,consulted with your Rep before buying the product to be sure it's was the right choice for our deckAs the customer rely on your Employees to represent your product and in doing so Is educated on how your product works the doand the proper application
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:1) the Restore 4X IS NOT tightly boned to the woodIt actually has an air pocket between the wood and the paint. 2) The surface was NOT in the damaged condition it is in now prior to the application of the $X As I stated in my origin letter just before I applied Restore 4X, all damaged boards were replaced, previous stain was removed using a commercial stripper, and the boards were sanded I can have the workmen that replace the boards confirm this statement. 3) There was no previous stain on the wood before we applied $x as we used a stain stripper before the application.4) It was not until May when I started to work on the deck to reapplypaint that the poor condition of the wood became evident There were only -small boards of the deck ( about 6-inches long) that showed peeling However, we could actually take a knife and run it down a board to reveal the the air pocket on the rest of the boardsIn many cases there was moisture collected in the air pockets, ruining the wood The heat from the sun had softened the paint The softening of the paint then pulled away from the rest of the board taking with it a wood layer This left large groves in the wood.5) It states on the label of th e4X paint can that is is recommended for damaged wood So even though my deck had been repaired before the application of 4X, your statement about " the Condition of the wood prior to the application is solely responsible for it's failure" does not support what is stated on your label and marketing materials.Just offering me a refund will in no way help repair a destroyed deck I have used other products on my deck and another deck I maintain and I have NEVER had a problem like this It is your responsibility to stand behind your products It is obvious that there is a problem with this product, as they are MANY complaints about this on the Revdex.com website, and other websites.Ar this point if I you are unwilling to offer me a better solution to repair my deck, I will be contacting the *** Attorney general
Sincerely,
*** ***