Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/15/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used a product called Glosscote, produced by a subsidiary of ********** called Testors. This product provides a clear protective liquid application to be sprayed on painted models. I have used the product as a final protective coating for model trains that I have airbrushed paint on for 8 years. In 2022, I used Glosscote on model trains that I spent six weeks preparing for final painting. Once the paint dried, I sprayed the models with Glosscote. Everything initially appeared fine, but when taking the trains out of the storage boxes kept in a climate-controlled environment, I discovered the paint to be discolored with a brown tinge. The colors impacted are light gray and white. I contacted Rust-Oleum Technical Customer Support, and spoke with Ms. ***** ****** After explaining the situation to Ms. ****** she requested that I email her Before and After pictures of the model trains. I did so on 11/14/2024. I also provided a detailed email of the process that I used to paint the trains, and the method with which the Glosscote was applied. This afternoon (11/15/24) I received a response from Ms. ****** She indicated that Our paints come with a 100% Customer Satisfaction Guarantee, and we would be glad to process a refund for the cans you recently purchased. Could you please attach and send a photo of the silver underside of the can and/or a photo of your receipt? I responded by thanking her for her quick response, but declined her offer for a refund. I responded by telling her that to repaint these models would be a significant outlay of my funds, necessitated by their product failure. I requested financial compensation, and requested that they provide a financial amount that they would be prepared to offer. Ms. ****** response was, Unfortunately, our Customer Satisfaction Guarantee does not allow us to issue compensation for damage to product based on our label warnings and our written Satisfaction Guarantee. There is NO label warning.

  

  Business Response

  Date: 11/27/2024

  Please know that these results are not expected and when we formulate our products we make sure that we have the best top coats for our own enamels and finishes. While we have no knowledge of any previous compatibility issues with Badger paints, we also cannot complete compatibility or longevity testing with all competitor's products. 
  We have contacted the customer directly on a resolution for this claim. 

   

  Customer Answer

  Date: 11/27/2024

   
  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.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:09/27/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted this company about their garage floor export and their warranty. They have stopped responding Im assuming because they dont want to warranty the product. I found out that its going to cost me many 1000s to fix my floor due to their shoddy product and I believe that is why they have stopped responding. I would be willing to talk to the media over this.

  

  Business Response

  Date: 09/30/2024

  Rust-***** has made contact with the customer directly, and we are issuing a refund of the purchase price, at the customer's request.     We are unsure why they had not received our email communication, as we had reached the customer several times regarding this submitted claim and were fully prepared to assist them with a resolution.  

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22350513
  
  I am rejecting this response because:

  they have not mailed the cheque nor have responded to multiple emails. They can reach out to me with the date of mailing and address.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 10/04/2024

  We have made many attempts to reach the customer by email, from various source points, and it appears that they are not receiving our messages.  Our Support Team has reached the customer directly by phone to provide a status of their refund as part of this resolution. 

   

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22350513
  
  I am rejecting this response because:
  My email is *********************************** 

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

  

  Business Response

  Date: 10/10/2024

  The email provided is the one that we have on file, and from which we have been communicating with the customer on this claim.   Our team also contacted the customer by phone directly to inform them of the processing of their refund.  This refund has been issued by our company as of 10/2 and has been mailed to the customer as requested.   

  Customer Answer

  Date: 10/10/2024

   
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:06/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The product of Rocksolid polycuramine garage floor coating 2.5 car garage is mislabeled. Before painting my floor, I pressured wash my floor as seen on video. I etched the 2nd side.Label says 2.5 car garage (2 bags for each side). My garage is 400 sq. foot (20x20). I am within measurement.I paid $251.70 with no intention spending more except supplies. The first layer of coating did not cover one car space and it dried with lots of blotches. I had no choice but to move forward and order more, once this hard epoxy was mixed and painted on. The first side used almost 4 bags total. 2 bags per layer for one side car space. This stuff is thick.The other side ALSO took 4 bags to finish one side of 2 car garage. Two bags on first layer leaving blotches and absorbed in concrete. Two more on 2nd layer. This side was worse. The box does not label up to 2.5 being in mint condition. Because of this misbeling, it forced me to spend more to complete.My concrete floor was not in poor condition. It was in good but not very smooth and not perfectly leveled, meaning the some coating went to many low spots.I spent almost $1200.00. I sent recents and pictures. They said they refunded $251.70 which I have not yet received. I want a refund of those extra I had to buy to complete the job. This does not include labor and waiting for my orders to complete.I urged them to fix the label of adding up to 2.5 car garage being in mint condition.Because Im given a hard time, I want Full refund however, I did planned on paying my first of $251.70. My floor looks fairly good now. but this became very costly and time consuming not knowing how much to order to complete the floor within timely recommendation. The floor does look fairly good but with 2 layers of 4 bags total.I sent them copies of my invoice from Amazon.May 30~$251.70 (2.5 car)June 2~$483.57. (2.5 car and 1 car)June 3~$286.95 (2.5 car)June 13~$184.63 (1 car)

  

  Business Response

  Date: 06/29/2024

  We have been in communication with the customer regarding this claim and are refunding for the additional kits that were purchased to complete this floor project.   The coverage rate experienced is not typical of this product and is likely due to the age and / or porosity of the floor, however we are happy to assist with the cost of the additional material so that the customer has a good overall experience with the product. 

• Initial Complaint

  Date:04/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 3 cans rust oleum high heat red paint to paint my grill The paint did not stick to the grill after sanding and also the color came out more orange than red I emailed the company and kept getting the run around with the customer service representative wanting me to send tons of pictures in and product code number after I sent her pictures and my receipt for the item.This is absolutely ridiculous that I have to go through all of this for a defective can of paint

  

  Business Response

  Date: 04/14/2024

  Our Support Team had requested photos of the application as well as batch codes from the purchased can, so that we could properly review the claim and determine if it required further review from our ***************** Team.  We certainly do not wish to place our customers in any unnecessary inconvenience and do have a Satisfaction Guarantee on the product that was purchased. We were merely requesting a photo of the completed project that was claimed to have come out an incorrect color.

  A refund will be issued for the requested amount, and based on the receipts that have been provided. 

   

• Initial Complaint

  Date:10/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this product because I wanted to fill few cracks on my driveway. I was recommended it by a neighbor of mine. It says on the container that it can be used for "cracks and potholes". After I purchased it and took it home with all the expectation that I had it would do the job, it was a big disappointment. The product consistency was terrible. In the bucket was some huge stones (approximately 1/2") it was hard and dry. Because I never have used the product I figured this might be normal. However, there were insufficient tar or whatever the black stuff is, in the bucket. I had no choice but to spread it out to fill a pot hole - Worst Idea! I could not even get it compressed with the ******* because of the size of the rocks. I tried everything including having my neighbours skid steer to push down on it. Unfortunately it crumbled, and I had to scrape it all up. Unfortunately I could not return it; how would you return such a thing. I believe I got a bad batch based on what my neighbour has said. I can include my proof of purchase if so desired. I await your response.

  

  Business Response

  Date: 10/05/2023

  We have made contact with the customer and are processing a refund for the purchase price, as requested, under our Satisfaction Guarantee. 

  Customer Answer

  Date: 10/05/2023

   
  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

  Date:06/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Etch did not work Have used this many times Liquid did have a different consistency than I have used before I believe that batch was defective

  

  Business Response

  Date: 06/30/2023

  We have made contact with the customer regarding the application, however at this time have still not been given specifics as to which Rust-Oleum products were used in the application.  We will certainly work with the customer on an appropriate resolution for their claim, once we have been given more information on which product(s) were used. 

  Customer Answer

  Date: 07/14/2023

   
  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. 
  
  Thank you very much for resolving this matter with rust oleum they agreed to send me a refund for the product. Im very pleased and thank you very much for your help.
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased enough Rust-Oleum Rock Solid garage floor sealer to cover my 624 square ft cement garage floor surface on May 10. After watching their instructional videos regarding application, I started the process. To follow all the steps, it took a full week to complete. Needless to say, I am not satisfied with the finished product. The surface finish is inconsistent in both color and glossiness. I attempted to contact them, but the only means was through their website. I gave a full account plus pictures and video. A month has transpired with no resolution. Each time I reach out, it takes at least a week to hear back. I've submitted my documentation in several forms and multiple times. Each time I'm told they have trouble accessing my documents, all of which were taken with and supplied via my phone. Not cutting edge or outdated technology. I'm looking for either a full refund or some solution on how I can receive the finished product they advertised.

  

  Business Response

  Date: 06/22/2023

  We have been in communication with the customer on this claim and have resolved the situation where we were unable to view the receipts and photos that had been submitted.  These are certainly not the results that we would expect from use of this product, and we have processed a full refund of the purchase price as per the product guarantee.  We have also informed the customer of this resolution. 

   

• Initial Complaint

  Date:02/22/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Between Friday February 17th and Monday February 20th I purchased three cans of Rust -Oleum exterior Varathane Spar Urethane for my deck project that I was working on after receiving advice from ********** store clerks and also on ******************* website that this was a good product for Deck seal. After painting my first coat on Saturday, and my second coat on Monday, on Tuesday I woke up the next morning to find my deck looking a total mess with white blotches and streaks all over the deck. I did not even walk on the deck after doing the second coat. I am totally unsatisfied with this product and the only way for Rust-Oleum to fix this issue is to refund me for the three cans of spar urethane that I bought because now I will have to spend more money to fix this issue because My deck is now ruined. Attached to this complaint will be photos of my receipts from ********** and also the damage to my deck. Your attention to this matter is greatly appreciated.

  

  Business Response

  Date: 02/23/2023

  We have been in contact with this customer regarding this application.   

  Based on the information provided, we can conclude that this was not an appropriate product or application method for this surface.   The Varathane Spar Urethane is an excellent product to protect exterior wood surfaces against extreme weather conditions, however deck surfaces are specifically excluded from the recommended applications for this product.  This is communicated within the instructions on the product label.  

  
  Though this was not an appropriate product for this application, we are refunding the customer for the purchase price as a goodwill gesture. 

   

  Customer Answer

  Date: 03/06/2023

   
  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

  Date:12/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was having Christmas at my house, and guests noticed my garage floor paint peeling (epoxy). I was mentioning that I was out the money and labour and the guests mentioned about the Better Business Bureau and that they may be able to help so I'm filing this in hopes something can be come to agreement on. I have sent Rustoleum an email with no response. So I feel somewhat ripped off. The issue is documented as follows. I purchased the EPOXYShield 2-part epoxy shield for application onto my concrete garage floor. As per the instructions, I required two gallons of material. My concrete floor coating has deteriorated to the point where it needs to be completely refinished. Let me provide you some background information in case there are questions around either preparation or application. With respect to the preparation of the garage floor, I was made aware that preparation was the key to success, and thus, I rented a floor cleaner, with abrasive scrubbing wheels which removed any oil, dust, dirt from the floor. This worked excellent, and I followed up the floor scrubbing with a commercial, gas powered pressure washer. Then, I followed the instructions on the box and the accompanying DVD. The floor was dry, clean and there was no moisture content I even completed the moisture test. The floor was ready for application. The product was then applied according to the instructions. Now it has deteriorated to the point where I need to have it professionally stripped and redone, which is an expense that should not be incurred. Thank-you kindly - I await your response. I can provide receipt but I did not keep the cans obviously (who would keep the cans).

  

  Business Response

  Date: 12/26/2022

  We acknowledge the submittal of this complaint through the BBB portal. However, it appears that this customer has already contacted our company in 2019 for a similar complaint, for which she was refunded for the purchase price of the product under our Satisfaction Guarantee.
  
  This complaint has been tendered to our Rust-Oleum ****** Support Team for further follow up with the customer.

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18641086
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************************

• Initial Complaint

  Date:10/05/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased the ********************* product Epoxy Shield for our two-car garage. After using the recommended cleaning solution and then applying the epoxy and activator to our garage floor, along with allowing these to dry for the prescribed period of time, a small but significant section of the application began to peel. We communicated with their customer service, which offered a full refund in accordance with their guarantee. However, to date, we have not heard back from them nor have we received a refund.Rust-Oleum Product Support : Ticket #****** Updated ************ (Rust-Oleum Product Support (**))Sep 28, 2022, 8:42 AM CDT Hi ****,Thank you for sending this over! We do typically offer a smaller touch-up kit for our EpoxyShield in Gray, however we are currently out of stock of the kits. Currently, it does look like they are planning on making more in the next week or so. We would be happy to enter an order for one if you are willing to wait for it, otherwise we can issue a refund for the kit per our Satisfaction Guarantee. A new full kit could then be purchased, and then the floor can be recoated with the kit. Please let us know which you would prefer. We look forward to hearing back from you and further assisting you! *******************-Oleum Product Support

  

  Business Response

  Date: 10/06/2022

  We have been in communication with the customer and have acknowledged that a refund has already been processed.