ComplaintsforHome Shield Coating Of Florida

• Initial Complaint

  09/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This complaint is being filed in reference to Home Shield Coating (HSC). ******* D***, CEO of HSC provided a variety of materials touting the benefits of his product. • ************* **** ***** **** - No more peeling paint, 30 Yr. Warranty Includes Money Back Guarantee! 5-Year Money Back Guarantee • Why Paint Again Pamphlet – A protective shield that not even the harshest hurricane force wind driven rain can penetrate. Features include: Waterproof and covers cracks. Home Shield Coating doesn’t peel or blister like paint because it breathes. The project was completed 7/30/21 to our initial satisfaction. On 4/1/22 problems began to surface and continue to this date. Cracks/blisters in the finish are the primary concerns. Mr. D*** attempted to correct the issue to no avail. All attempts have left noticeable indentations in the stucco and each time the cause of the issue has been left to speculation and incorrect assumptions such as: • Someone must have sprayed chemicals on your house. (No chemicals have been sprayed/applied to home.) • The damage occurred from excessive water because we do not have 7” gutters installed on our home. (Gutters are strategically placed around the house and in good working order. How many gutters or size of gutters were not noted in contract or stated in initial discussions as a possible future problem.) We met on 6/13/23 to report another group of blisters that surfaced. Mr. D*** offered to repaint the entire front of our home but stated that he would not warranty any further issues with the product moving forward (thus eliminating all previously promised warranties). This is not unacceptable because we paid extra to have our home protected from the harsh Florida elements as advertised and we paid the extra cost to be protected for the length of the warranty period advertised without hesitation. Therefore, we respectfully request your intervention. See additional documentation with uploaded files.

  Customer response

  10/04/2023

  Good Morning,

  I am just attempting to follow up with you to see if you have heard back from Home Shield Coating of Florida.  If not, can you please let me know what the next steps will be.

   

  Thank you in advance for your assistance,
  

  ***********************

  

  Business response

  10/11/2023

  On 07/24/21, we completed the project at Mr. ********s home; see attached completion statement. His house looked beautiful; attached are the before and after pictures of his home. As you can see by the completion statement, and the fact that Mr. ******* was kind enough to leave a nice, positive review with the BBB, this would indicate how happy they were. I have multiple pictures and even videos of the home, showing absolutely nothing wrong with the property after we finished. Almost a year later, I got a call from Mr. ******* saying that they did some tile work on a side and front balcony, and they would need to get some touch-up work done because some of the stucco was damaged due to the tile work. They also sent me pictures of a few areas that were blistering and looked wrinkled and lifted, exactly how paint looks when a chemical stripper is sprayed on it.
  Mr. ******* said, "I don't know what could have been sprayed on it; I didn't spray anything on it." I said, "Don't worry, we will take care of touching these blisters up when we come out to repair the damage caused by the tile guys on the stucco." It was just a few blisters and only on the lower level close to the ground in random areas.
  Again, almost a year later, I get a call; the blisters are back, same thing: random areas, only lower level close to the ground. But now they also had a few water blisters by a downspout and gutter where the roof valleys, and water overflowed and caused damage after the house went through two hurricanes back-to-back. This was the only area on the house with this issue; they were advised to have the gutter inspected for a possible clogged downspout and to have a splash guard installed to prevent water from coming over the top of gutter.
  This time I personally went out to see the damage, and where the coating was pulling away from the stucco on the lower portions of the home, it was coming off down to bare stucco. Meaning, something was getting sprayed on the house that has the strength or is the equivalent of a chemical paint stripper. This chemical was causing the topcoat to lift, along with the pink bonding agent primer and the original paint that was put on during construction of the home. This was all explained to Mrs. *******; her husband was not home during this visit. I scraped off the lifted areas and performed the touch-ups myself in less than a half-hour. Mrs. ******* expressed concerns that this may be product failure; I explained that product failure and human errors will show up within 24 hours, not months later. I assured her something was being sprayed on the lower portions of the house, causing a chemical reaction. But to appease her, I offered to redo the whole front of the house, making this the third time we touch up their home for the same issue. She said that would be great. I advised her to figure out what was being sprayed on the lower portions of the house because we wouldn't be coming back again for this same issue. I told her we have a few projects coming up in town; we can redo the front when we are working in the area.
  I sent over the pictures I took during my visit to a chemist, and it was verified that, in fact, this was a chemical reaction; something was being sprayed on the coating, which was causing the bond to break and the coating to separate from the stucco. But again, not only was the coating being chemically stripped away from the stucco, but so was the original paint. So now, I am 100% certain this isn't product failure or human error, and it's a chemical reaction causing the coating and original paint to peel up.
  A few weeks later, I get a call saying the blisters are back again, which I thought was strange because it would usually take almost a year to happen. I said, "OK, I'll come out and take another look, then I'll get the front of the home scheduled to be recoated."
  I was then told that they didn't want it repaired; they wanted a full refund per our advertisement. I said, "Well, unfortunately, that's not going to happen because the refund policy doesn't apply to this situation." They got a little argumentative and started quoting bullet points from our print ad and purchase agreement. I said, "Our money-back guarantee and product warranty applies to installation and material defects only. Being that we have fixed the same issue twice, this is neither a material defect nor installation defect." Our warranty doesn’t apply to someone spraying a chemical on your home causing damage. We have no control over who you hire or what they spray. I went out the next day.
  As soon as I got out of my truck, Mr. ******* said, "I'm getting tired of being accused of spraying a chemical on the house." I said, "****, I never accused you of spraying anything on the house. I have always said SOMEONE is spraying something on the house causing this issue." I told them I sent a few pictures to a chemist; we now know for a fact this has nothing to do with our product, and it's a chemical reaction. I told them I am willing to redo the front of your house as a courtesy, even though this isn't a warranty claim. But we will not be coming back again for the same issue. You need to figure out what is being sprayed on your home that's stripping the coating and paint down to the bare stucco.
  I showed them pictures of how certain bug sprays and paint strippers shared the exact same ingredients. I told them they can go back and see *******s house, a customer they went to visit prior to purchasing because they wanted to see what the product would look like on a home. I said, "******'s home doesn't have these issues, and his home was done way before yours." I invited them to come see my personal residence, which was coated two weeks after the completion of their home by the same crew using the same product, on stucco and neither mine nor ******’s home is having these issues. I explained to them that I wasn't trying to be difficult but that I know for a fact this issue has nothing to do with our product and that what is happening is a chemical reaction. Mr. ******* asked, "What chemical?" I said, "****, I don't know, but I'll send this sample out to a lab and find out in a week." His exact words were, "I will not allow you to do that." I said, "I wasn't asking your permission." They got a little excited and started raising their voice, so I walked out of their home. I went there upbeat and in good spirits, trying to find a solution to a problem I was certain my product didn't cause. But I'm not going to allow anyone to raise their voice at me, period.
  Our attorney advised us not to send the sample out to a lab since we were prohibited by the homeowner from doing so.
  Conclusion: This issue is neither product failure nor human error and as such it isn’t a valid warranty claim. Since my offer to redo the front of the house one last time as a courtesy wasn't good enough for Mr. *******, that offer is now off the table. It sounds like Mr. ******* is interested in a maintenance agreement of sorts because his complaint is that we won't keep coming back repeatedly for the same issue every year. If this is the case, we have a $380.00 per trip charge minimum and we can give him special pricing on redoing entire sections of the home every year. 
  

  

  Business response

  10/11/2023

  Completion Statement

  

  Business response

  10/12/2023

  Here are the three attachments. 

  

  Business response

  10/12/2023

  see attached

  Customer response

  10/19/2023

  On 10-12-23, we received a response through the BBB from Mr. ************************ CEO of Home Shield Coating (***). Although there are either inaccuracies or intentional misleading statements in his response letter, I will not address all of them but will stick firmly with the issue at hand, the blistering paint on our home. 

  On 7-21-21, *** painted our house and just over eight months later we noticed the first sign of blistering paint on our home.  We paid a premium price for this so-called superior product ($14,930) and within eight months defects in the product were occurring.  We moved into our brand-new home in August of 2018 and for three consecutive years we did not have even one blister on our home from the paint the original contractor put on our house.  We have had the same yard service and pool cleaner vendors the entire time we have occupied our home.  We have reached out to both parties and were assured they are not spraying chemicals on or near our home. Additionally, we do not have a service that treats our bushes or anything near the house where the blistering has been occurring.  Therefore,chemicals as stated by ************ cannot be the cause of the problem for the blistering.

  ************ also indicated that it has to be a chemical problem because product failure and human errors will show up within 24 hours, not months later.  I did some very quick internet searches and found this statement to be inaccurate.  A paint product failure will take anywhere from days up to a year to be discovered. This product was on our house for eight months before we noticed the first blistering of the paint, which certainly falls well within industry standards.

  When the blistering to our home seemed to be too high on the house for chemical spray to be blamed ************ then said the damage was caused by improper gutters.  Of course, these are the same gutters that were on the house prior to him beginning the job.  He completed a through walkthrough around our entire house when initiating the estimate and pressure washed it prior to beginning the job and at no time did he indicate we had a gutter problem.  Now he says we needed 7 gutters in order to fix the blister problem.  Again, we had no gutter problems causing any paint defects prior to applying the *** product to our home.  However, because ************ brought the issue up, we had a handyman inspect our gutters and was told all of the gutters were free of debris and were in proper working order.  After I advised ************ of the Handymans report, he said the gutter is pitched wrong.  ************ stated if we had heavy rain, we would have rivers of water flowing down the side of our house because of improper gutters and that would cause the blistering.  Recently, we had a heavy rain storm in the area and I did watch the outside gutter and observed it was working properly. 

  On 01-19-23, ************ made some repairs to the front of our home regarding the blistering.   On 2-10-23, I sent him additional photographs from the same area he had just repaired on 01-19-23.  ************ replied, Yeah thats going to happen every time it rains if you dont get 7 gutters and pitch them away from that corner.  In his Why Paint Again pamphlet, it states Home Shield Coating forms a protective shield that not even the harshest hurricane force wind driven rain can penetrate!. As I already mentioned in the above paragraph, we had our gutters inspected and received a good report regarding the condition and size of our gutters.  Also, this time frame is during the winter months and Florida does not generally receive much rain during this period.  To simulate his concerns, on 3-10-23 I took a video of me spraying the hose onto our roof and letting the water run through that portion of our gutter system.  I allowed the hose to be sprayed on high for a five-minute period, focusing on the area where ************ has indicated we would have an issue.  There was not one time the gutter overflowed or water ran down our house like a river. As a matter of fact, the gutters worked as they should and filtered the water down the spout without running down the side of our house (Video available upon request).  Although our gutters are in good working order, it does not make sense that his product can protect your house from the harshest hurricane force wind driven rain, but not an overflowing gutter.  Therefore, this shows that it is also not a gutter problem just another attempt by ************ to avoid addressing the true issue at hand.    

  As previously mentioned, I conducted a quick internet search to determine what might cause paint to blister on our home.  Although we have never sprayed or applied chemicals to our home, I did want to determine what the main causes would be for the blistering paint.  

  Interestingly enough I did not find any sites that indicated chemicals,paint stripper or bug spray on your house would cause paint to blister.  I did find several sites that said painting on a wet or damp surface was one of the main reasons a house would blister in the future.  The reason I mention this is because our house was painted on 7-21-21, the middle of summer in Florida.  Florida is known for its afternoon showers in the summertime and this day was no different. This was the final day of painting for the work crew and we had a brief shower that afternoon which caused the crew to stop working for a bit.  Eventually the crew began to paint the house again and worked until nearly 10:00 PM, using the headlights from their vehicle in an attempt to finish the job that night. 

  One of the articles I read on the internet was written by ************************  He indicated that he has been a painting contractor since 1990.  The following is a quote from his article: 

  ******************************************************************************

   Where Do Blisters and Bubbles Come From?

  "Blistering is what happens when the top coat of paint parts ways with the coats beneath it. Sometimes the top coat can take away multiple coats of paint with italmost like a paint stripper!!Unfortunately, this phenomenon is nearly impossible to predict. It may appear suddenly or occur gradually, over the course of many months. Blistering is likely on a moist surface that wasnt properly dried before it was painted."

  His last sentence: Blistering is likely on a moist surface that wasnt properly dried before it was painted could very well be what has caused the blistering to our home.  Did the crew make a mistake and begin painting too soon after the rain?  It is interesting that 99% of our blistering has occurred in the area that the painters were finishing that evening (the front of the home).  I am not exactly sure how long they waited to paint after the brief shower, but I can say it does not meet the following guidelines per *********************************** an exterior just before it rains can be every bit as harmful as putting paint on a wall thats already wet. If a storm is expected, refrain from painting for a total of eight hours: the two hours preceding its arrival, and the six that follow.

  The following is an outtake from *** literature (Why Paint AgainPamphlet) the company utilizes to promote their product (Copy Attached): 
  Home Shield Coating doesnt peel or blister like paint because it breathes.  Home Shield Coating for your exterior is like what skin is to your body.  When you jog or work hard you break a sweat.  However when you soak in a bath tub your body doesnt fill up with water.  Because your skin is one way permeable like Home Shield Coating.  We use a three coat system to protect your exterior like ****-Tex fabric.    

  So, if there is truth in advertising then it would seem clear that whatever is causing the blistering would be coming from underneath the paint,not penetrating it.  This logic would also be consistent with all of the articles I read on the internet regarding What causes paint to blister on a house. In this case if the crew accidently applied the product too soon after the rain shower, it would only make sense that this is what has caused the blistering.   This seems logical since the only areas we are getting blisters are in the area that was painted on the last day of the job. 

  Please read the below quotes taken from the internet regarding this issue:

   ************ Inc.  - Painting on Wet Stucco

  ***********************************************************************************

  Again, you shouldnt paint any wet surface, but stucco is incredibly porous. That means it takes longer to dry, so make sure to wait until then to apply your first coat of paint. Its also important to let each coat dry completely before applying the next one.

  ***************   ************************************************************************************************************************************************
  
  "When it rains, you should not paint the exterior of your house.  This includes all stages:  from beginning with an unpainted dry surface to a fully cured painted one no matter how much rain has fallen during this time period.  You can expect the surface to be dry in around 4 hours, but we recommend waiting until 12 hours if possible."
  
  "Here are the 5 things you need to keep in mind when painting in less-than-ideal conditions:
  1. DO NOT PAINT when the surface is currently wet (with rain).
  2. Never paint when the surface has recently been wet (within the last 4 hours ideally 1 whole day.)
  3. Interior painting is usually fine.
  4. Your paint job isnt affected by humidity unless condensation forms on the surface.
  5. Low temperatures below 10 or above 35 will stall the paint drying (curing) process."
  
  I also did internet searches for sites (even though these chemicals were never sprayed on our home):
  Will chemical sprayed on my painted house cause my house to blister
  Will bug spray on my painted house cause my house to blister
  Will spraying paint stripper on my home cause blistering
  What happens if I spray paint stripper on my home
  Photographs of exterior of home spray painted with paint stripper

  Ironically, not one of these website searches produced an article that indicated these actions would cause blistering on your home.  If this was such a prevalent problem you would assume there would be several articles addressing the concern, but in this case, there were none. Additionally, if this is a concern for only Home Shield Coating then you would also assume it would be addressed in their pamphlets or the contract, but again it is never mentioned.

  Finally, on 10-19-23 I went to the ******************************* Paint Store in Clermont, Florida and showed them a photograph of one of the blisters on our home.  I asked them if they knew what would cause the blistering.  The employee immediately responded, Moisture behind the paint would cause that type of blister.  I further asked him, if it could possibly be caused by paint stripper. He laughed and said No, paint stripper would remove the paint.  This is a problem behind the paint.  The photograph I used as the example was taken in the same area where ************ had peeled one from the house and indicated was shown to a chemist (Photo Attached).   
  

  This is what brings us to our dilemma with allowing Home Shield Coating to repaint the front of our home. We have lost total confidence in both ************ and the Home Shield Coating organization/product.  A customer should not have to do this much research to determine the various causes of what can make a home blister.  A reputable and conscientious organization would have in good faith researched potential causes rather than to continually blame their customer for something they stated emphatically they were not doing.  Due to the damage to our home by applying their product we have had to hire a stucco company to come and fix the damage the blisters had caused.  This was an additional expense of $1,600+ and when this is added to the original cost ($14,930) for Home Shield Coating to paint our house it makes the total expense in excess of $16,530.

  Therefore, we believe the only remedy is to hold *** accountable to their advertising materials and contract. The contract states: Our 30 year Combined Warranty has two parts a 15 year Labor & Material Warranty then an additional 15 year Material Only Warranty. 

  Please Note - ************ said he would repaint the front of our home, but never would come back again unless we would pay an additional cost for those services.  Clearly this does not fit within the guidelines of their contract.  ************ stated that I told him he could not test the paint he peeled from the side of our home for chemicals, and this is not accurate.  If that were the case, I would not have allowed him to peel paint off of my home leaving unsightly indentations in that area.   Additionally, he indicated he had a chemist look at the photograph and he determined the blistering was consistent with chemical damage.   I am not even sure this is possible. I googled Can a chemist tell if chemicals have been sprayed on your house from a photograph and could not find any articles that indicated they could.  However, that is a non-issue since he was in possession of a sample that could have been physically tested.

  At this point we are only requesting from Home Shield Coating to honor all representations made in writing by their company to remedy the disaster their product has caused to our home.  *********** has already stated that he will not come back unless he charges additional fees for his services.  In addition, *********** was unable to offer a solution for the blistering whereby we had to get another vendor to correct *** problems. Therefore, we feel that it would only be fair and equitable for Home Shield Coating to honor what is clearly stated in their Why Paint Again advertisement:The only 5 year money back guarantee in the industry. There is no asterisk to indicate any exceptions.  (Copy Attached) It simply says 5 Year Money Back Guarantee.   I certainly understand it would be unreasonable if they painted a house and it had no problems for someone to demand that offer; however, we have been dealing with a blemished exterior of our home, these unwarranted accusations made by ************ and incurred unnecessary costs to correct a problem for more than 2 years. Therefore, we are requesting that the 5 Year Money Back Guarantee be honored and Home Shield Coating refund $14,930 due to product failure/human error as a result of improper application exclusively on their part.

  Customer response

  10/19/2023

   
  Complaint: 20576542
  
  I am rejecting this response because:

  On 10-12-23, we received a response through the BBB from Mr. ************************ CEO of Home Shield Coating (***). Although there are either inaccuracies or intentional misleading statements in his response letter, I will not address all of them but will stick firmly with the issue at hand, the blistering paint on our home. 

  On 7-21-21, *** painted our house and just over eight months later we noticed the first sign of blistering paint on our home.  We paid a premium price for this so-called superior product ($14,930) and within eight months defects in the product were occurring.  We moved into our brand-new home in August of 2018 and for three consecutive years we did not have even one blister on our home from the paint the original contractor put on our house.  We have had the same yard service and pool cleaner vendors the entire time we have occupied our home.  We have reached out to both parties and were assured they are not spraying chemicals on or near our home. Additionally, we do not have a service that treats our bushes or anything near the house where the blistering has been occurring.  Therefore,chemicals as stated by ************ cannot be the cause of the problem for the blistering.

  ************ also indicated that it has to be a chemical problem because product failure and human errors will show up within 24 hours, not months later.  I did some very quick internet searches and found this statement to be inaccurate.  A paint product failure will take anywhere from days up to a year to be discovered. This product was on our house for eight months before we noticed the first blistering of the paint, which certainly falls well within industry standards.

  When the blistering to our home seemed to be too high on the house for chemical spray to be blamed ************ then said the damage was caused by improper gutters.  Of course, these are the same gutters that were on the house prior to him beginning the job.  He completed a through walkthrough around our entire house when initiating the estimate and pressure washed it prior to beginning the job and at no time did he indicate we had a gutter problem.  Now he says we needed 7 gutters in order to fix the blister problem.  Again, we had no gutter problems causing any paint defects prior to applying the *** product to our home.  However, because ************ brought the issue up, we had a handyman inspect our gutters and was told all of the gutters were free of debris and were in proper working order.  After I advised ************ of the Handymans report, he said the gutter is pitched wrong.  ************ stated if we had heavy rain, we would have rivers of water flowing down the side of our house because of improper gutters and that would cause the blistering.  Recently, we had a heavy rain storm in the area and I did watch the outside gutter and observed it was working properly. 

  On 01-19-23, ************ made some repairs to the front of our home regarding the blistering.   On 2-10-23, I sent him additional photographs from the same area he had just repaired on 01-19-23.  ************ replied, Yeah thats going to happen every time it rains if you dont get 7 gutters and pitch them away from that corner.  In his Why Paint Again pamphlet, it states Home Shield Coating forms a protective shield that not even the harshest hurricane force wind driven rain can penetrate!. As I already mentioned in the above paragraph, we had our gutters inspected and received a good report regarding the condition and size of our gutters.  Also, this time frame is during the winter months and Florida does not generally receive much rain during this period.  To simulate his concerns, on 3-10-23 I took a video of me spraying the hose onto our roof and letting the water run through that portion of our gutter system.  I allowed the hose to be sprayed on high for a five-minute period, focusing on the area where ************ has indicated we would have an issue.  There was not one time the gutter overflowed or water ran down our house like a river. As a matter of fact, the gutters worked as they should and filtered the water down the spout without running down the side of our house (Video available upon request).  Although our gutters are in good working order, it does not make sense that his product can protect your house from the harshest hurricane force wind driven rain, but not an overflowing gutter.  Therefore, this shows that it is also not a gutter problem just another attempt by ************ to avoid addressing the true issue at hand.

  As previously mentioned, I conducted a quick internet search to determine what might cause paint to blister on our home.  Although we have never sprayed or applied chemicals to our home, I did want to determine what the main causes would be for the blistering paint.

  Interestingly enough I did not find any sites that indicated chemicals,paint stripper or bug spray on your house would cause paint to blister.  I did find several sites that said painting on a wet or damp surface was one of the main reasons a house would blister in the future.  The reason I mention this is because our house was painted on 7-21-21, the middle of summer in Florida.  Florida is known for its afternoon showers in the summertime and this day was no different. This was the final day of painting for the work crew and we had a brief shower that afternoon which caused the crew to stop working for a bit.  Eventually the crew began to paint the house again and worked until nearly 10:00 PM, using the headlights from their vehicle in an attempt to finish the job that night.

  One of the articles I read on the internet was written by ************************  He indicated that he has been a painting contractor since 1990.  The following is a quote from his article: 

  ******************************************************************************
  Where Do Blisters and Bubbles Come From?
  

  "Blistering is what happens when the top coat of paint parts ways with the coats beneath it. Sometimes the top coat can take away multiple coats of paint with italmost like a paint stripper!!Unfortunately, this phenomenon is nearly impossible to predict. It may appear suddenly or occur gradually, over the course of many months. Blistering is likely on a moist surface that wasnt properly dried before it was painted."

  His last sentence: Blistering is likely on a moist surface that wasnt properly dried before it was painted could very well be what has caused the blistering to our home.  Did the crew make a mistake and begin painting too soon after the rain?  It is interesting that 99% of our blistering has occurred in the area that the painters were finishing that evening (the front of the home).  I am not exactly sure how long they waited to paint after the brief shower, but I can say it does not meet the following guidelines per ******************:

  Painting an exterior just before it rains can be every bit as harmful as putting paint on a wall thats already wet. If a storm is expected, refrain from painting for a total of eight hours: the two hours preceding its arrival, and the six that follow.

  The following is an outtake from *** literature (Why Paint AgainPamphlet) the company utilizes to promote their product (Copy Attached): 
  Home Shield Coating doesnt peel or blister like paint because it breathes.  Home Shield Coating for your exterior is like what skin is to your body.  When you jog or work hard you break a sweat.  However when you soak in a bath tub your body doesnt fill up with water.  Because your skin is one way permeable like Home Shield Coating.  We use a three coat system to protect your exterior like ****-Tex fabric.    

  So, if there is truth in advertising then it would seem clear that whatever is causing the blistering would be coming from underneath the paint,not penetrating it.  This logic would also be consistent with all of the articles I read on the internet regarding What causes paint to blister on a house. In this case if the crew accidently applied the product too soon after the rain shower, it would only make sense that this is what has caused the blistering.   This seems logical since the only areas we are getting blisters are in the area that was painted on the last day of the job.
  Please read the below quotes taken from the internet regarding this issue:
  ************ Inc.  - Painting on Wet Stucco
  ***********************************************************************************

  "Again, you shouldnt paint any wet surface, but stucco is incredibly porous. That means it takes longer to dry, so make sure to wait until then to apply your first coat of paint. Its also important to let each coat dry completely before applying the next one."

  ***************   ************************************************************************************************************************************************
  
  "When it rains, you should not paint the exterior of your house.  This includes all stages:  from beginning with an unpainted dry surface to a fully cured painted one no matter how much rain has fallen during this time period.  You can expect the surface to be dry in around 4 hours, but we recommend waiting until 12 hours if possible."
  
  "Here are the 5 things you need to keep in mind when painting in less-than-ideal conditions:
  1. DO NOT PAINT when the surface is currently wet (with rain).
  2. Never paint when the surface has recently been wet (within the last 4 hours ideally 1 whole day.)
  3. Interior painting is usually fine.
  4. Your paint job isnt affected by humidity unless condensation forms on the surface.
  5. Low temperatures below 10 or above 35 will stall the paint drying (curing) process."
  
  I also did internet searches for sites (even though these chemicals were never sprayed on our home):
  Will chemical sprayed on my painted house cause my house to blister
  Will bug spray on my painted house cause my house to blister
  Will spraying paint stripper on my home cause blistering
  What happens if I spray paint stripper on my home
  Photographs of exterior of home spray painted with paint stripper

  Ironically, not one of these website searches produced an article that indicated these actions would cause blistering on your home.  If this was such a prevalent problem you would assume there would be several articles addressing the concern, but in this case, there were none. Additionally, if this is a concern for only Home Shield Coating then you would also assume it would be addressed in their pamphlets or the contract, but again it is never mentioned.

  Finally, on 10-19-23 I went to the ******************************* Paint Store in Clermont, Florida and showed them a photograph of one of the blisters on our home.  I asked them if they knew what would cause the blistering.  The employee immediately responded, Moisture behind the paint would cause that type of blister.  I further asked him, if it could possibly be caused by paint stripper. He laughed and said No, paint stripper would remove the paint.  This is a problem behind the paint.  The photograph I used as the example was taken in the same area where ************ had peeled one from the house and indicated was shown to a chemist (Photo Attached).   

  This is what brings us to our dilemma with allowing Home Shield Coating to repaint the front of our home. We have lost total confidence in both ************ and the Home Shield Coating organization/product.  A customer should not have to do this much research to determine the various causes of what can make a home blister.  A reputable and conscientious organization would have in good faith researched potential causes rather than to continually blame their customer for something they stated emphatically they were not doing.  Due to the damage to our home by applying their product we have had to hire a stucco company to come and fix the damage the blisters had caused.  This was an additional expense of $1,600+ and when this is added to the original cost ($14,930) for Home Shield Coating to paint our house it makes the total expense in excess of $16,530.

  Therefore, we believe the only remedy is to hold *** accountable to their advertising materials and contract. The contract states: Our 30 year Combined Warranty has two parts a 15 year Labor & Material Warranty then an additional 15 year Material Only Warranty. 

  Please Note - ************ said he would repaint the front of our home, but never would come back again unless we would pay an additional cost for those services.  Clearly this does not fit within the guidelines of their contract.  ************ stated that I told him he could not test the paint he peeled from the side of our home for chemicals, and this is not accurate.  If that were the case, I would not have allowed him to peel paint off of my home leaving unsightly indentations in that area.   Additionally, he indicated he had a chemist look at the photograph and he determined the blistering was consistent with chemical damage.   I am not even sure this is possible. I googled Can a chemist tell if chemicals have been sprayed on your house from a photograph and could not find any articles that indicated they could.  However, that is a non-issue since he was in possession of a sample that could have been physically tested.

  At this point we are only requesting from Home Shield Coating to honor all representations made in writing by their company to remedy the disaster their product has caused to our home.  *********** has already stated that he will not come back unless he charges additional fees for his services.  In addition, *********** was unable to offer a solution for the blistering whereby we had to get another vendor to correct *** problems. Therefore, we feel that it would only be fair and equitable for Home Shield Coating to honor what is clearly stated in their Why Paint Again advertisement:The only 5 year money back guarantee in the industry. There is no asterisk to indicate any exceptions.  (Copy Attached) It simply says 5 Year Money Back Guarantee.   I certainly understand it would be unreasonable if they painted a house and it had no problems for someone to demand that offer; however, we have been dealing with a blemished exterior of our home, these unwarranted accusations made by ************ and incurred unnecessary costs to correct a problem for more than 2 years. Therefore, we are requesting that the 5 Year Money Back Guarantee be honored and Home Shield Coating refund $14,930 due to product failure/human error as a result of improper application exclusively on their part.       
  
  Sincerely,
  
  *****************************

  Customer response

  11/03/2023

  Good afternoon, I am just following up again to see if Mr. D*** has responded to or last response we submitted around  the middle to latter half of October.

   

  Thanks,

  ****

  

  Business response

  12/11/2023

  
  Both our 30Yr Warranty and 5Yr Money Back Guarantee are mailed out within 45 days after completion per contract. They have the customers names, address, serial number, and color codes used. I wasnt sure if they had received them in the mail, so I hand delivered a copy of each to them during my last visit. They refused to take them and claimed that the printed advertisement was their warranty. Both the warranty and guarantee cover product failure due to INSTALLATION and MATERIAL DEFECTS ONLY. Neither condition applies in this case. It doesnt cover someone applying the equivalent of a chemical stripper on a wall. 
  
  
  I have shown time stamped pictures showing their home was perfectly fine for over eight months. Installation and material defects with this product will appear within 24hrs. This is why we let our primer sit on the wall for 24hrs before applying our topcoat. Issues will not take 8 months to show up.  
  
  We have fixed the same issue twice and the issue comes back around the same time frame months later. This eliminates the possibility of human error or material defects.
  
  I have shown them how bug spray and paint stripper share the same ingredients. 
  
  I offered to show them a house we did before theirs and one that was done after by the same crew with the same product and material batch numbers. They have no interest in seeing anything. 
  
  I offered to redo the front of the house to appease them ONE LAST TIME. They didnt like the ONE LAST TIME and filed a BBB complaint.
  
  I offered to send a specimen of the blistering to a forensic lab so we can find out exactly what is being sprayed on the wall causing the chemical reaction that is stripping the coating. His exact response was I will not allow you to do that. So, the sample was never sent to the lab. 
  
  
  We have been very patient and have gone above and beyond trying to resolve a situation we know for a fact has absolutely nothing to do with us. We will not be issuing any type of refund, nor will we waste any more time or money repairing a problem we didnt cause. Once they determine what is causing their issue, they can give us a call, and we will assess how we can assist them. 
  
  

  

  Business response

  12/11/2023

  
  Both our 30Yr Warranty and 5Yr Money Back Guarantee are mailed out within 45 days after completion per contract. They have the customers names, address, serial number, and color codes used. I wasnt sure if they had received them in the mail, so I hand delivered a copy of each to them during my last visit. They refused to take them and claimed that the printed advertisement was their warranty. Both the warranty and guarantee cover product failure due to INSTALLATION and MATERIAL DEFECTS ONLY. Neither condition applies in this case. It doesnt cover someone applying the equivalent of a chemical stripper on a wall. 
  
  
  I have shown time stamped pictures showing their home was perfectly fine for over eight months. Installation and material defects with this product will appear within 24hrs. This is why we let our primer sit on the wall for 24hrs before applying our topcoat. Issues will not take 8 months to show up.  
  
  We have fixed the same issue twice and the issue comes back around the same time frame months later. This eliminates the possibility of human error or material defects.
  
  I have shown them how bug spray and paint stripper share the same ingredients. 
  
  I offered to show them a house we did before theirs and one that was done after by the same crew with the same product and material batch numbers. They have no interest in seeing anything. 
  
  I offered to redo the front of the house to appease them ONE LAST TIME. They didnt like the ONE LAST TIME and filed a BBB complaint.
  
  I offered to send a specimen of the blistering to a forensic lab so we can find out exactly what is being sprayed on the wall causing the chemical reaction that is stripping the coating. His exact response was I will not allow you to do that. So, the sample was never sent to the lab. 
  
  
  We have been very patient and have gone above and beyond trying to resolve a situation we know for a fact has absolutely nothing to do with us. We will not be issuing any type of refund, nor will we waste any more time or money repairing a problem we didnt cause. Once they determine what is causing their issue, they can give us a call, and we will assess how we can assist them. 
  

  Customer response

  12/20/2023

   
  Complaint: 20576542
  
  I am rejecting this response because: see attached.
  
  Sincerely,
  
  *****************************

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