The Sherwin-Williams Company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I was not informed that corrective action was taken with the "coaching session" with employee.  Someone at the store level should reachout to the customer and assure it would not happen again and invite them back.... that's superior customer service.
Regards,
Martin A[redacted]

The above-referenced claim has been resolved.  Mr. [redacted] was seeking $300 in compensation for what he believed to be a product failure.  Sherwin-Williams analyzed the 1,000 gallon batch from which the product was made and determined the product had not failed, with the issues experienced...

by Mr. [redacted] a likely result of inadequate preparation and/or application.   As a goodwill gesture, and because customer satisfaction is important to Sherwin-Williams, Mr. [redacted] was offered $150, or half of his original demand.  After careful consideration, Mr. [redacted] accepted Sherwin-Williams' offer of $150. I have attached Mr. Lucas' executed Full & Final Release for your review and records. Thank you.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.October 2014 – I spoke with the manager of the local
Sherwin-Williams about blistering and peeling problems with the Duration paint
on my house and garage, in spite of the “Lifetime Limited Warranty”. He assured
me someone would be out to assess the situation. No one came. Later in October,
I returned to Sherwin-Williams and was told a new manager had just been
installed – Kris J[redacted]. I spoke with Kris about the problem and he assured
someone would be out to assess the situation. No one came. Several times I went
to see Kris J[redacted], taking photos of the blistering and peeling paint and the old
paint cans. Each time he assured someone would be out to check. No one came.
The paint on the wood garage was peeling so horribly, I finally had it
repainted because winter was coming. The paint on my home continues to peel and
blister.
April 2015 – Kris J[redacted], Mgr, said he had personally come
out to take paint samples to send to the lab and that I would hear something
within 2-3 weeks. No response.
July 7, 2015 – I contacted the Revdex.com with my complaint.
July 14, 2015 – Kris J[redacted], Mgr, and Ryan, company rep,
came to obtain paint samples. Kris J[redacted] said the lab analysis would take two
weeks, so I informed him I expected a response within one month because my home
and garage need to be repainted before winter.
July 15, 2015 – I received a letter from the legal
department of Sherwin-Williams, via the Revdex.com. The letter stated – “THE MANAGER
HAS FULL AUTHORITY TO HONOR DURATION’S LIFE-TIME WARRANTY COVERING MATERIALS
FOR REMEDIATION.” Kris J[redacted], Mgr, did not honor the statement from the
Sherwin-Williams legal department. Nothing has happened toward resolution.
July 27, 2015 – I was informed the paint samples collected
in April were never submitted to the laboratory for analysis.
July 31, 2015 – An email from Kris J[redacted] stated, “the lab's
currently running about 4 weeks for these requests”; however, I have not
information on the date when the paint samples were actually submitted.
August 10, 2015 – As of today, I have received nothing but
promises. Until Sherwin-Williams honors the Lifetime Limited Warranty and
provides the paint and primer to have my home and garage repainted plus $1,000 toward the cost of labor, this
complaint is unresolved. I have expended great effort over the past 10 months,
attempting to have Sherwin-Williams honor their warranty. I expect resolution
before another winter is upon us.
Regards,
Beverly Wilson

April 28, 2016
By email and U.S. Mail  [redacted] Revdex.com, Inc. 2800 Euclid Ave., 4th Floor Cleveland, OH 44115-2408 [redacted]@cleveland.Revdex.com.org
Re: Complaint #[redacted]
Dear Ms. [redacted]:
Complainant purchased three double rolls of wallpaper from Sherwin-Williams in three...

separate on-line transactions on 3/4/16, 3/15/16, and 3/19/16. The wallpaper was ordered through Sherwin-Williams and shipped directly to Complainant by the manufacturer, [redacted] Home Fashions. Complainant claims that she had paid over $200 for the wallpaper she purchased and she opined that the wallpaper was "extremely old".
Sherwin-Williams has contacted [redacted] Home Fashions. According to [redacted]'s Customer Service Dept., there have been no recalls or reported problems for the particular pattern of paper. [redacted]'s representative did state that the pattern Complainant chose is a more environmentally friendly paper which is manufactured with a lighter paste than some other papers made in the past.
Sherwin-Williams has refunded Complainant for two double rolls of the subject wallpaper and the third has not been returned. Since Sherwin-Williams is the mere retailer of the wallpaper purchased by Complainant we advise that any questions regarding quality of the paper should be directed to [redacted] Home Fashions.
Very truly yours,
Carol A. S[redacted] OSBA Certified Paralegal Telephone: (216) 566-2433 Facsimile: (216) 263-0649 E-Mail: [email protected] 
CAS:

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Sherwin-williams has offered to pay for the paint but not labor. Their conclusion that the whole house would be mildewing is not correct. There are 2 different colors of paint on my house, the green paint is not showing any problems yet, the cream colored paint is mildewing in all applications. I received a quote of $1000.00 to repaint, this is not fair or good customer relations in my opinion.
Regards,
[redacted]

Sherwin-Williams stands by its prior response to Mr. [redacted]'s complaint.  Nevertheless, in an effort to resolve this matter amicably, SW is willing to pay Mr. [redacted] the total sum of $500 in exchange for a complete release.  This is our FINAL offer.  Please feel free to contact me if you have any questions or would like to discuss this matter further. [redacted]Litigation CounselThe Sherwin-Williams Company101 Prospect Avenue, N.W.1100 Midland BuildingCleveland, Ohio 44115(216) 515-4551(fax)  515-4400[redacted]

Re: Revdex.com ID # [redacted] Minwax Case # 78141 / [redacted] Rhonda, This correspondence is in response to your letter dated March 10, 2017 in which [redacted] claims that our product damaged her floors, causing her to seek $2389.00 to have the floors professionally...

refinished. On January 4th, 2017 Ms. S[redacted] contacted our technical service help line to discuss an issue that she had pertaining to bubbles in the dried film of Minwax Polycrylic that her husband had applied to their floor project.  Our phone agent had Ms. S[redacted] walk him through the process that was used in order to determine what may have caused the issue.  It was during this question and answer session that the claimant explained that the product was applied with an applicator other than what is recommended on the label instructions.   Our phone agent then advised Ms. S[redacted] that the label instructions explicitly call for application of this product with a high quality synthetic bristle brush.  It was explained that other types of applicators, such as a rollers, are prone to overworking the product, and could force air into the wet product and cause bubbles.   The customer was also advised that according to the label, this product is not recommended for floors.  It was explained that the product used is not harmful to the floors, but the concern is long term durability.   Ms. S[redacted] was adamant that her issue was the result of "bad product." While we are fairly certain that the issue is not related to a product defect, we were willing to perform our due diligence to investigate the batch history of the products involved, so we requested identification numbers, located on the can, that would help us investigate a potential product defect.  To date we have not been supplied with the requested batch numbers, or pictures of the can lids to help with our investigation. With the information we have at our disposal, we have no reason to believe that the issue was caused by a product defect, or that our product ruined the claimants' floors.  We have offered a refund for their product purchase, as well as the correct replacement product, at no charge.  We have also given advice on how correctly complete the project, and we have offered $50.00 as a good will gesture to help with sanding supplies. In addition, The Home Depot has offered an in store credit in the amount of $500.00 which is more than enough for sander rental fees and supplies. Based on the fact that this started out as a do-it-yourself project, we do not feel it is a reasonable solution for Minwax to pay for a professional refinisher to complete the project. That said, our current offer of product refund ($101.68), no charge product replacement ($125.00 value), and $50.00 good will gesture, still stands in addition to The Home Depot's $500.00 in store credit offer, for a total settlement value of $776.68.   Please feel free to contact me by email or phone should you have any questions regarding our position on this matter. Sincerely, Mike [redacted] Minwax - Claims [redacted]

Revdex.com I received my first phone call on 3/13 which I returned the call that same afternoon. I have not been contacted 3 times, that is false  
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Leslie G[redacted]

SHERWIN-WILLIAMS. LEGAL DEPARTMENT September 6, 2016 By U.S. Mail and Email [redacted]@cleveland.Revdex.com.orgMs. [redacted] Revdex.com 2800 Euclid Ave., 4th Floor Cleveland, OH 44115-7678 Re: Revdex.com Complaint # Dear Ms. [redacted]: Complainant alleges that...

the Sherwin-Williams stain he used on his deck was defective and dried with a tint of green. Complainant states that remediation of the deck will cost $2,675, which he expects Sherwin-Williams to pay. Because customer service is important to The Sherwin-Williams Company, the local District Manager has agreed to contact Complainant directly and to negotiate the settlement of his claim. Very truly yours, Carol A. S[redacted] OSBA Certified Paralegal

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], we are still trying to work this out as I have received all the documentation requested and am in the process of reviewing it.   
Regards,
[redacted]

I had a lady named molly say she was going to send me money for reimbursement and to cover the cost of more paint. The even told the Revdex.com they would send me an addition 20.57 for my troubles, they then wrote me a letter saying " oh well if you want the 20 you will have to send us back the 8 dollar check we sent you." I told them NO that was not the agreement. So then they sent me a 12 dollar check (to equal 20 dollars to go with the 8). I told them HEY. thats NOT what the agreement was. Now they say. Well after ALL we put you through we will send you 25 dollars. I said NO. I want 50 dollars sent to me asap for ALL my time and trouble. They are now saying Oh you want too much. I think what Im asking for is reasonable after everything...4 months of this is ENOUGH. I shouldnt have to deal with this because they dont put enough paint in their cans!!!I want a ceo to call me and get this settled ONCE and for all.

July 15, 2015By email and U. S. Mail[redacted]Revdex.com, Inc.2800 Euclid Ave., 4th FloorCleveland, OH 44115-2408[redacted]Re: Revdex.com Complaint #[redacted]Dear [redacted]:Complainant alleges that Duration paint used to coat her house and garage in 2002 has failed. She is...

demanding: “Replacement of life-time warranty primer and paint to have her house and garage repainted plus $1,000 toward cost of repainting.”A thorough investigation was made of Complainant’s allegations that the Duration paint used on her older house and garage has peeled and blistered. A Sherwin-Williams Store Manager was contacted by this office and noted that he did recall prior complaints by Complainant. That Manager and a Sales Representative will contact Complainant to schedule an additional inspection of her home’s exterior with an eye toward resolving the issues Complainant is experiencing.Because customer service is important to Sherwin-Williams, the manager has full authority to honor Duration’s  life-time warranty covering materials for remediation.Very truly yours, Carol *. S[redacted]OSBA Certified ParalegalTelephone: (216) 566-2433Facsimile: (216) 515-4400E-Mail: [redacted]

SHERWIN-WILLIAMS. LEGAL DEPARTMENT June 6, 2017 By U.S. Mail and Email ([redacted]cleveland.Revdex.com.org) Ms. [redacted] Revdex.com 2800 Euclid Ave., 4th Floor Cleveland, OH 44115-7678 Re: Revdex.com Complaint #[redacted] Dear Ms. [redacted]: I am in receipt of the above noted Better...

Business Bureau Complaint, wherein Complainant has alleged suspicious charges on two charge accounts for her and her father's painting business. Sherwin-Williams Corporate Legal Department is working with the company's local District Credit Office to respond to Complainant's Complainant and to supply all documents that she has requested. Unfortunately, this could not have been accomplished during the required seven day. At this point in time, Sherwin-Williams' file remains open. Very truly yours, Carol A. S[redacted] OSBA Certified Paralegal Telephone: (216) 566-2433 Facsimile: (216) 263-0649 E-Mail: carol.a.s[redacted]@sherwin.com CAS: The Sherwin-Williams Company 1100 - 1120 Midland Building, 101 W. Prospect Ave., Cleveland, OH 44115

Appropriate customer service procedures were reviewed with employees involved. Thank you.

LEGAL DEPARTMENT
March 29, 2016
By email and U.S. Mail  [redacted] Revdex.com, Inc. 2800 Euclid Ave., 4th Floor Cleveland, OH 44115-2408 [redacted][email protected]
Re: Complaint #[redacted]
Dear Ms. [redacted]: I am in receipt of your email of March 28, 2016, wherein you requested warranty information for the product that had been applied to Complainant's house siding and trim.
Please note that this Revdex.com Complaint has been settled. Enclosed you will find a letter from District Manager Mike H[redacted] which outlines the terms of the settlement and an executed Settlement and Release document. Sherwin-Williams does not wish to have these documents posted to the Revdex.com website.
Thank you for your assistance in settling this Complaint.
Very truly yours,
Carol A. S[redacted] OSBA Certified Paralegal Telephone: (216) 566-2433 Facsimile: (216) 263-0649 E-Mail: carol.a.s[redacted]@sherwin.com
CAS: Enclosures