ComplaintsforFlex Seal Family of Products

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have had violent storms in my area my tornado shelter was leaking water at the seam. I spent over ****** dollars buy flex tape to seal it. I cleaned and prepped the surface and applied the tape. While in the shelter during a tornado warning the shelter continued to take in water as if the flex tape was never installed. This was a total waste of money and a violation of trust given the price and advertisement. I had my *************************************************************************************************************************** more than the wasted money I spent.

  Business response

  05/09/2024

  Hello ***,

  Thank You for taking the time to reach out to us. I apologize that the Flex Tape did not meet your application needs. We actually have a Customer Satisfaction Guarantee for instances like this. 

  I have reached out to you directly for some more information on your project and application. When you have a moment, please respond so we can resolve this with you.

  Again, thank you for your interest in the Flex Seal Family of Products. I look forward to hearing from you soon.

   

  Sincerely, Caeil H. from Flex Seal

  Customer response

  05/09/2024

  Flex seal has not reached out to me directly. I have provided my phone number so they could call. My tornado shelter is a 2 piece concrete box with a seal between the two halves and a steel door on the front. I ran the flex tape on the inside around the seal after cleaning and prepping the wall. My fiance, 81 year old mother and I were in it during a violent storm that produced 87 tornados. The flex tape let the water in as if it wasn't there. Nothing like they claim in thier commercials.

  Customer response

  05/10/2024

   
  Complaint: 21660131
  
  I am rejecting this response because:

  Flex seal has not reached out to me directly. I have provided my phone number so they could call. My tornado shelter is a 2 piece concrete box with a seal between the two halves and a steel door on the front. I ran the flex tape on the inside around the seal after cleaning and prepping the wall. My fiance, 81 year old mother and I were in it during a violent storm that produced 87 tornados. The flex tape let the water in as if it wasn't there. Nothing like they claim in thier commercials.
  
  Sincerely,
  
  *******************

  Business response

  05/10/2024

  Hello Valued Customer,

  We've attempted reaching you, however the phone number provided was incorrect. We would love to have the opportunity to talk with you about this application.

  When you have a moment, please respond to our latest email or give us a call at the phone number in the signature. 

   

  Thank You, *****; H. from Flex Seal

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/14/23 I purchased 4 flex seal products at $38.98 per tub totaling $155.92 spent on their product 3lb Flex Paste Black. On 11/16/23 I contacted customer service because all 4 tubs were less than 50% usable. The product hardened in the containers and could not be used. I have since contacted the company through 6 emails and 4 phone calls where I am told that someone from corporate will contact me by the end of the day. Today when I called the customer service number I was immediately hung up on; I had to call the order tracking extension to get through to someone. I feel like this company is a massive waste of your hard earned money and they obviously have zero regard for your time as they lie to you and screen calls to not have to deal with you.

  Business response

  01/08/2024

  Good Morning Amber,

  I sincerely apologize for your experience and for the trouble you have gone through trying to receive assistance on this. 

  I just sent you and email and left a voicemail so I can assist with resolving this.

  When you have a moment, please reply to my email or give me a call back. 

  Thank You, Flex Seal Family of Products

  Customer response

  01/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  I spoke to **** and he asked to send me a gift card and some product that Ive never tried before to assist in completing my project. I appreciate Kales assistance in helping to rectify this situation. 
  

  
  Sincerely,
  
  *************** *****

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My saltcell housing got a small crack in it and started leaking. I used 2 entire bottles of flex seal spray and 5 entire rolls of flex seal tape over the course of 10 days letting the product cure completely before reapplying. After 10 days I turned my salt water generator back on and it leaked right through everything like nothing had been done. $90 down the drain. **********************************************************

  Business response

  01/04/2024

  Good Afternoon *******,
  
  Im sorry that your Flex Seal and Flex Tape application did not meet your project needs. We here at Flex Seal truly care about our customers, as well as their projects. For this reason, we offer a 100% Customer Satisfaction Guarantee on our **********************. I'd be more than happy to assist you in resolving this.
  
  I've sent you an email looking for some more information. When you have a moment, please do respond to me so that we can resolve your request. 
  
  
  Thank You, Flex Seal Family of Products.

   

• Initial Complaint

  12/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought some items on Nov 20th this year. As the postal service in my country does not work well, we use private couriers. I send the products to a warehouse in ******* and then they send me the items to my city. The issue is that I found out once they arrived to the warehouse that the items were banned for import because they are sprays. I contacted support by email asking about their return policy. The response said to call a number, ***************, but the call never reached them.I want to return the items, but if their number is not working, I want to know what other method I can work with them.

  Business response

  12/22/2023

  Hello *****,

  Thank you for taking the time to bring this to our attention. Also, thank you for your interest in the Flex Seal Family of products!

  I apologize for this experience with the courier. I understand you would like a refund for your purchase, and I'll be happy to assist you with that!

  I have sent you an email with some more information. When you have a moment, please feel free to respond to my email. 

  Thank You again! 

  Customer response

  12/27/2023

   
  Complaint: 21033888
  
  I am rejecting this response because: I replied to the business's response yesterday but I have not gotten response yet. I know it's still soon to get a reply, specially with the holidays and all. I just don't want the ticket here to close yet until I get their reply.

  
  Sincerely,
  
  **********************************************

  Business response

  01/08/2024

  We have reached out to ***** directly and resolved this complaint successfully. 

  Business response

  01/08/2024

  We have reached out to ***** directly and resolved this complaint successfully.
  

• Initial Complaint

  08/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My husband returned the first container of the Flex Seal product to the ******* and received a refund- A just opened, brand new 1 pound container was completely solid wall to wall. A new jar of the product was purchased the same day at the same *******; I opened it to apply to a leak in our pool hose and only a core of useable product (the width of a small putty knife) remained in the middle of a solid ring of rubber in the just opened container. My husband had neglected to keep the receipt so I went directly to the online complaints and documented the purchase with a screenshot of the debit statement for $15.76. Beginning May 31, 2023, I have had multiple contacts with the company that included filling out a request for refund form, sent photos and explained the circumstances. They claim that a "thin" layer of the product can be expected. The packaging is such that under even the most ideal circumstances =, it would ******, it's terrible packaging. But, honestly... straight from the purchase and initial opening? Completely unusable? Still no refund and no follow up regarding one. I would appreciate a refund of $15.76.

  Business response

  08/04/2023

  Here at Flex Seal very much appreciate our customer's and sincerely want the best for their Flex Seal projects. We know that without our customers we cannot have success. So, each customer, no matter the size of the order, means everything to us. I am always surprised to see that a customer of ours is moved to submit a ******************** complaint for something like a refund. I would like to publicly extend a sincere apology to this customer because the service she received moved her to do just that.

  After speaking with this customer today, I issued an immediate refund for the product she purchased. I also sent her a complimentary Flex Seal Product so her and her husband could complete their repair.

  Thank you for your continued interest in the Flex Seal Family of Products.

  Customer response

  08/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to thank ******* for his excellent response and stated intentions to improve the service provided by Flex Seal customer service. I am fully satisfied with the resolution of this matter and especially the rapidity with which my complaint was handled by the BBB and Flex Seal's ******** Service Agent, *******. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have an above ground pool. I have an air leak in the ring that serves the purpose of holding the sides up. I have a few holes in the ring from a neighborhood cat. I went to the "Flex Seal" website and they have a pool identical to mine. They show a person sealing the air leaks and saying how great the flex tape is. So I tried it. The next day all the air ran out and half the pool drained out. I figured I must have did something wrong, since it worked online, and three rolls later @ ***** plus tax, it just doesn't work.So, I complained on to them, and they told me that it isn't a good product to use, and it probably won't withstand the air pressure. THEN DON'T HAVE THAT EXAMPLE ON YOUR SITE. THAT IS FALSE ADVERTISING. I asked for my money back for the three rolls and to be compensated for ***** gallons of water. They sent me a roll of tape.

  Business response

  07/14/2023

  I reached out to gain a better understanding of the experience the customer had a with our ******************** as well as his opinion that we have engaged in some form of false advertisement. We value our customers experiences with our products and do our very best to provide resources enabling them to succeed in their Flex Seal Projects. 

  It was an inopportune time for us to discuss in great detail. I provided the customer with the means to contact me directly when it was more convenient, and I look forward to achieving a better understanding *********** to offer a much greater level of service. I look forward to doing just that as we work together to find a solution of mutual satisfaction.

  Customer response

  07/17/2023

   
  Complaint: 20270474
  
  I am rejecting this response because:

  Flex seal has a testimonial on it's website that shows that flex tape works on my type of pool...the same exact pool.   But when you call them, they say that their tape will not work for this type of application.  They are knowingly promoting a use that does not work.  This is fraud.

  See the attached pics of my pool before and after.  See the attached picture of their testimonial and you can see the *** from on the top of my PC.  I have a video but it won't download for some reason.  I'm finding it won't let me proceed without removing these pics.   They may bee too large.

  My calls with this gentleman didn't go as he claims.  I had time to complete his evaluation of the matter, I just didn't have pics of the pool, but I later emailed him pics.

  
  
  Sincerely,
  
  *********************

  Business response

  07/21/2023

  I would like to publicly thank the customer for his initial interest in the ********************** Product as well as his patience and understanding while working with me through this process. The customer and I were able to speak again regarding the customer service issues initially put forth by the complaint. Those were his request for a full refund of the products and some form of compensation for the loss of water. We were able to come to a mutual agreement with which he expressed his satisfaction. 

  Customer response

  07/24/2023

   
  Complaint: 20270474
  
  I am rejecting this response because:

  Although the compensation they offer gets me to almost whole financially, (I'll take the money because I think I have been defrauded.  I do not agree that they are allowed to continue the false advertising.  They choose to show a video testimonial of a customer that uses their product in the same manner that I used it....but when you call the company, they tell you that it won't work this way.   They are knowingly promoting a use of their product that they know will fail.

  The false add is still up today.

  Is this something that the BBB will address., or do you just send out the emails and let the business do what they want?  Would I be better off contacting the state attorney general?
  
  Sincerely,
  
  *********************

  Customer response

  07/24/2023

  We didn't video/take pictures of the application and I didn't file the complaint until we were onto the next possible fix.   It's summer and we want to use our pool....we are not leaving it in an inoperable condition until this is resolved....we have to move on. 

  It's upon reflecting on the process that I decided what they are doing isn't right.

  What we did is:  1) we cleared off any residue from past attempts to seal the leaks.  (Background - we had a stray neighborhood cat sink it's claws into the ring of the pool.  This left 5 or 6 small slits that we have been trying to seal ever since.)  2) we cut the flex tape to cover the leak with an inch or two to spare,   We let it dry for a day or two and then we inflated the ring and filled the pool,   It held for a while and then the next morning or so, the top air ring deflated and half of the water ran out.   I think the cause was, we had a above average hot day and the heat made the adhesive unstable and the and the air pressure pushed the air thru the gobs of adhesive (flex tape may not work but man is it ever sticky - makes you think it should work).  

  Meanwhile on their site, it shows it's working, so we must not be using enough?  right?   So we cleaned off the adhesive and put on about the same sized tape, then we covered that with another layer over all of the 5 -6 patches.   So we had the 5 or 6 patches covered by overlapping layers of the full tape....about 3 or 4 wide and a couple of feet in length.   The entire area was about 2.5 feet by 2.5 feet square.  So we let it **** and then filled the pool, and again overnight the air leaked out and half the pool drained out.

  Frustrating.   All you have to do is call them (pretending to be a consumer) and ask them if it will work and they will tell you it won't....meanwhile at the same time on their site they promote it works.

  Forget about me, just call them and see what they say, then look at their site......they will tell you this application won't work because it can't handle the air pressure, meanwhile on their site they promote some guy saying how great it worked.....Bam....FRAUD!

  Business response

  08/04/2023

  ******************, you correct. You did not send a picture of the application to me directly, but on 6/21/23, you did send a picture of the application to the CX agent in the DM's. I just wanted to remind you of that and clarify that issue for the Better Business Bureau. Please find that images attached. We simply do not want this interaction to become a "tit for tat conversation" so we will reply with one more response regarding the request to remove the video from the site.

  Customer response

  08/04/2023

   
  Complaint: 20270474
  
  I am rejecting this response because:

  It's my understand the add is still up....I'm sure with ads of multiple other applications that don't work.   They are a sneaky company that like to profit from misleading people.  I cannot consciously say "It's OK, just keep misleading people",   

  Most of the people who use their product are blue collar and are like me - going thru life fixing stuff with duct tape and bailing wire".   This flex tape is way more expensive than duct tape and the average *** will try it cuz they can't afford the real fix.   In the end, it's just a waste.....meanwhile flex seal is rolling in the profits while attaching all of these false testimonials to their website.

  
  Sincerely,
  
  *********************

  Business response

  08/04/2023

  The consumer who recently filed a complaint with the Better Business Bureau (the BBB consumer) used one of the Flex Seal products that is not recommended for inflatable pools. Most Flex Seal products are not effective or compatible with inflatable pools and, for this reason, Swift Response only recommends the Flex Seal Inflatable patch.
  Swift Response responded promptly to the BBB consumer who complained of unfavorable results when he used Flex Tape on an inflatable pool. Swift Response (1) advised the BBB consumer that use of Flex Tape on inflatable pools is not recommended, (2) refunded the BBB consumers purchase price of the products, and (3) provided an additional $200 to the BBB consumer for the loss of water or to use toward the purchase of a new pool.
  
  This BBB consumer falsely states that Swift Response advertises the use of Flex Tape on inflatable pools.  This BBB consumer also falsely states that Swift Response posted a video on the Flex Seal website thus promoting the use of Flex Tape on inflatable pools.   
  
  In fact, the video complained of was a customer review uploaded to ******* and embedded on the flexsealproducts.com site in a section entitled Customer Reviews. The video was not produced or endorsed by Swift Response. In the video, the customer shows that ******************** worked for him and explains how he made the repairs. None of the posted video content or the putative false representation complained of by the BBB consumer was influenced in any way by Swift Response.
  
  Under the circumstances, Swift Response sees no valid reason to remove the customers review from the Customer Review section of the website. 
  
  Swift Response now considers this matter closed.

  Customer response

  08/04/2023

   
  Complaint: 20270474
  
  I am rejecting this response because:

  Obviously we'll have to agree to disagree.  They basically admit to the fraud above.   They admit this application does not work.   They try to distance themself from the video, saying they did not produce it and it's a ******* video, yet THEY LINKED IT TO THEIR SITE TO PROMOTE THEIR PROCUCT FOR THAT USE.

  They say they are not producing the video, they know the use is wrong, yet they link it to their site.   In my mind, they might as well have produced it.

  Let's be clear, THEY LINKED IT TO THEIR SITE.   They may have just as well produced it.

  THEY KNOW IT'S WRONG, yet they LINKED IT TO THEIR SITE.

  FRAUD.

  
  Sincerely,
  
  *********************

  Customer response

  08/04/2023

  I do appreciate your help.   Thank You!

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dec 14, 2022 I purchased a can of Flex Seal Liquid for $29.94 CAD in order to give my bathroom floor a waterproof seal. The product said it was able to be used indoors and able to be used on floors. A couple weeks later I purchased two spray cans of Flex Seal liquid rubber from Canadian Tire for $19.99 each because I thought I would need more and I thought the can application would be easier then the liquid application. I applied the liquid Flex Seal first and coated the entire bathroom floor. I left it to dry for two days before opening up the bathroom to use. A couple weeks later I went to wash my bathroom floor using a typical Vim floor cleaner. The Flex Seal coating immediately started flaking off. I was shocked and tried to use a gentler cleaning product, I used **************** Clean Day All Purpose cleaner in a new area of the bathroom floor. The Flex Seal was stripped once again by the cleaning product. I then went as natural as possible and just used plain vinegar on a new location. Even the vinegar stripped the Flex Seal off the floor. Now I have to spend hours getting the entire coating off the bathroom floor as it has flaked off in several area and reapplying is useless if the floor cannot be cleaned with the product on it. I have asked the Flex Seal Company to reimburse me for the products, even though I think I deserve more as my bathroom floor is now going to take several hours to fix. The product implied that it would be appropriate for floors and appropriate for indoors, however I do not think any product can be considered appropriate for indoor flooring if it cannot be cleaned even with the most natural cleaning products. I have attempted to contact the Flex Seal company four times now and have received no response or acknowledgement. I would like my money back for all the Flex Seal products I bought and I don't think I should have to return the spray cans because it would be another annoyance for me to add on top of having to fix my bathroom floor.

  Business response

  01/27/2023

  We were able to reach the customer and resolved the issue with a mutually beneficial result.

  Customer response

  01/27/2023

   
  Better Business Bureau:
  
  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 Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/06/22 I purchased a 5 ft. roll of flex tape at ********** to repair pin hole leaks in a 2" dia. copper drain line. I polished and cleaned the pipe surface as recommended. I wrapped the pipe and covered the pin holes (there were 5 leaks along the pipe) with the flex tape. Later when I tested the repair, all 5 areas still leaked. The flex tape repair was worthless. Since I didn't buy it online, I feel i shouldn't have pay for the return.The cost of the product was $14.98 plus .99 sales tax.I am 84 years young and can't afford to waste $15.97.Can you help me get a refund?

  Business response

  12/08/2022

  My apologies for the level of service you have received regarding your request for refund. I will be happy to be of service. We stand behind our Flex Seal Family of Products 100% and take pride in our customers projects and general experience with our products. Please respond to my voicemail and/or email so I may have a brief discussion with you to cover a few points before I am able to issue the refund as you requested.

  Customer response

  12/08/2022

   
  Better Business Bureau:
  
  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 Complaint

  10/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought a set of four 3 lb tubs of FlexPaste product from FlexSeal in July 2020. Cost was over $100. Stored product in cool, consistent temp garage. Tried to use this product this summer and discovered that three of the four tubs had partially solidified, forcing me to scoop out the small amount of useable product inside a solidified shell. The fourth tub was completely solidified and unusable. All in all, I was able to use maybe a third of the total product, at best. I contacted FlexSeal customer service, and was told that it was too late to get a refund, and that the best they could do was to send me one replacement tub. It was further claimed to me that since the product is rubberised that it only has a short shelf life (presumably because the rubber solidifies). I was told by one representative that the shelf life was 12 months, another said 24 months. I actually did try to use the product within 24 months, but it was already spoiled. Since this kind of shelf life is unusual for products like this, I asked if the shelf life was noted in advertisements for the product, or on the product packaging. I was told the shelf life was provided on the FlexSeal website FAQs. In fact, I have reviewed the FAQs, and the shelf life is NOT mentioned. This is very unusual to have a product that cannot be stored for any reasonable amount of time, and yet this info is not made available to consumers. This company conducts very aggressive advertising campaigns, and yet does not share significant information about the product life. No attempt made to make a reasonable accommodation with me over this defective product, instead hiding behind return policy.

  Business response

  12/08/2022

  Called this customer today to address this issue. ********************** stands behind our products and we value our customers experience with those products. We strive for a much higher level of service than this customer received. We have reached out to this customer and once we are able to make contact, we will take care of this customers needs expeditiously. For now I would like to once again issue a sincere apology with the promise to provide A1 customer service once we connect.

  Customer response

  01/10/2023

   
  Better Business Bureau:
  
  After my BBB complaint, I was contacted by a Flex-Seal representative who was extremely helpful, courteous, and interested in making things right. Exactly the opposite of all the other Flex-Seal employees I had dealt with previously. I did receive a full refund, and I commend Flex-Seal for doing the right thing, as it appears they did with all of the other complaints on this site as well. It is a shame though, that it took a complaint to the BBB to trigger such excellent customer service.

  
  Sincerely,
  
  ******* ******

• Initial Complaint

  09/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Spent over $200 on your gallons of c*** sealer. I bought a gallon to seal a 120 sq ft tin roof. You product says 150' coverage. It was enough for 1/2 the roof, I purchase another gallon and finish the roof. Fast forward to 36 hours later and finally getting rain, the roof leaks just as bad as it did before. Your product is garbage. Put the review button up on your site and show what the people really thing of your trashy products

  Business response

  09/06/2022

  We reached out to this customer to discuss the details of their experience. We made every effort to provide a level of ************************ the expectations of the customer. Together we were able to resolve this issue. It seems we achieved the goal of customer satisfaction with that mutually beneficial resolution. 

  Customer response

  09/08/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩