ComplaintsforPerma Seal USA LLC

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had PermaSeal placed on our cedar deck last year at **** *** *** ***** 8/9/2022 (contract date). Now after a year our wood is disintegrating. I contacted **** at PermaSeal and filed a complaint. I sent him pictures and he acknowledged receiving them. I followed up a week later to find out what actions they were going to take. He told me he was in the process of hiring 5 people and would get back to me. I asked him to come down and asses it because it is now becoming dangerous. He got irritated at the suggestion and was very rude. There are now gaps in the wood - clear degeneration of the wood and weakness in the posts never seen before. I have small grand children and this deck prevents them from getting into the pool. The deck and gate are of major concern.

  Business response

  08/03/2023

  We spoke to the customer and reviewed his pictures.  It does appear that we need to make a visit to check out the situation with the deck.  He is on the list of service calls that need to be scheduled.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My parents paid this company close to $7000 for for putting their permaseal treatment on their deck & all the concrete, sidewalks & driveway. Less than year later, the deck looked terrible. My parents called them & they did send 2 men to look at it, and their words were that’s the worst job we’ve ever seen. They sent 2 young men to redo the deck and now it looks worse than it did when they showed up. My sister has talked to the company several times and now I’ve talked to them couple times. They won’t do anything. I’ve tried to get them to send someone to see it but response is there’s no need. My parents are out $7,000 & have a total mess on their hands. There’s a 25 year warranty with this that evidently doesn’t cover much. My dad passed away in February & now my mom is left with this mess. Her name is ***** ****** **** ********** ******** ***** *** *****. The man I talked to is **** ******. Anything you can do to help would be greatly appreciated. The total job paid for is a major eyesore in the neighborhood. Thank you. Too one of the questions on this form, my dad is retired military (20 years), retired post office (20 years).

  Business response

  06/15/2023

  I have attached the before and after pictures of this project.  As you can see we removed nearly 100% of the original coating that was on the deck.  Our warranty does not cover a permanent color change.  It does cover against any rot or decay that may occur after the installation.  We have reviewed the complaint pictures and can't see any signs of rot at this time.  Asking us for a refund or to pay to have the deck replaced is not something we can do.  We have honored our warranty since the installation and will continue to do so if any other problems arise with the deck.  This deck looks to be in great shape right now and is definitely ready to be enjoyed by anyone who chooses to use it.

  Customer response

  06/15/2023

  Complaint: ********
  
  I am rejecting this response because:as I told the rep for the company, if this was his moms deck, he wouldn’t accept the way it looks. He keeps referring to the color. That’s not the problem. They hit the wood on the deck so hard with power washer that they ruined the wood.  I’ve tried to get him to send someone to meet me & he flat out said NO. His response was it looks good to me & that’s the end of it.  WelI I totally disagree & want someone to meet me there so they can eyeball the damage. My parents paid them $7000 for what they thought they were getting & it’s nowhere close. They sent 2 young guys to work on it that had no idea what they were doing & they just made it worse. I’ve now read many complaints on this company & they all seem to about the same thing. If I had been there when my parents did this I wouldn’t have been ok with it without checking them out. That doesn’t matter at this point, but the deck is in bad shape & permaseal did it.  Again, I want someone to meet me there.   
  
  
  
  Sincerely,
  
  **** *****

  Business response

  06/19/2023

  We are sorry to hear that you are unhappy with your parents deck.  We have reviewed the pictures sent to us and see no signs of rot.  We can't figure out why you would think that the entire deck needs to be replaced.  We will continue to honor our warranty that if any rot may occur we will make the necessary repairs.  We can't just go back to everyone's house because they aren't happy with how it looks after we are done.  We do not sell permanent looks and are not a staining company.  We sell the protection against rot or decay for 25 years.  The deck will still need to be cleaned yearly.

  Customer response

  06/20/2023

  Complaint: ********
  
  I am rejecting this response because: This is just going back and forth.  They sent people out that didn't know what they were doing.  They used a high powered water pressure and it just ate the wood up.  They had to take all the coating off the wood to spray it.  The outer layer is peeled off. 7000 dollars to do the deck sidewalk and driveways and none of it is sealed.  They tore off all the outside to get to the inside. They say they have a 25 year warranty but it doesn't cover anything.  I have sent pictures but he still has not sent anyone out to even look at it. He wont come out to look at it at all .  Its odd they had time to take the 7000 payment but not come back out and see the work I am unhappy with.

  
  Sincerely,
  
  **** *****

  
  

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got in touch with y’all last week, i’ ve sent pictures too perma seal but got no response. The email he gave y’all doesn’t work I have twice sent him pictures & within 24-30 hours I get a notice that the mail cannot be delivered & no one answered the phone. I sent y’all pictures this morning & you send me a notice you’ve closed my complaint. I don’t know how to send the pictures in this email or why you closed my complaint so soon it hasn’t been a week when I first notified you. I did give the company time to respond but nothing.

  Business response

  06/13/2023

  After seeing the pictures attached to this complaint it looks like a color issue.  I recommended cleaning the deck with a deck wash to take it back to it's natural wood tone. The deck is exposed to direct sunlight. That factor alone can cause mildew growth and gray wood due to UV Rays (Sun damage). I am happy to look at some photos. He can email those to me at ***************************. PermaSeal's sealant protects against rot. It does not warranty against color change or splitting and cracking.  If our product fails, we will do exactly what the warranty states. Based on the attached pictures we do not see any rot, so no claim was opened. However, I am happy to review photos and go from there. The customer's deck is permanently sealed with a 25 year warranty. It will get dirty, just like all things do that are outside and exposed to the elements. I believe cleaning the deck will give her the desired look she seeks. You can also lock in a specific color by applying a stain if you choose to do so. This will not void the warranty. 

  Customer response

  06/15/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  This is not what I was told & for their information those pictures were taken after I power wash the deck, the next day. This just tells me they’re not standing behind the product. I had it done cause I can’t stain anymore I was told I wouldn’t have too anymore endless I wanted to.
  
  
  Sincerely,
  
  ***** ********

  Business response

  06/19/2023

  We have reviewed the complaint pictures and see no signs of premature aging.  We also see no signs of rot.  We will continue to honor our warranty that if any rot occurs we will come back and make the necessary repairs.  We do not warranty against boards cracking or splitting because that has nothing to do with our application.

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company is not, or has not, honored a 25 year warranty that was included in the selling of their deck sealing treatment. I have been ignored presently when calling this company about the rot and deterioration of my wood deck; which was treated in 2019. Approximately a year ago, I called the company and one of their employees came out to look at the damage and was assured that it would be taken care of; since the damage had occurred after their treatment. My deck was completely fine with no rot or deterioration prior to their treatment. The construction repair employee, named *****, said that he would come back with the wood needed or required to repair my deck. As recent as a couple of months ago I even spoke with *** the owner of the company; whom also reassured me that he would honor the 25 year warranty for this problem. Now, within about the last few weeks, all that I have received from the company is a couple of e-mails from ****, a manager, stating that the warranty does not cover any replacement of wood that has rotted or deteriorated. I have a warranty that states any wood that rots or deteriorates after the treatment would be covered under the warranty. What good is the warranty if they won't replace wood that has rotted after their treatment? My deck was in perfect condition before they treated it; as they surely wouldn't warranty the treatment if any previous rot or deterioration was present!!!!

  Business response

  06/12/2023

  If the customer would read the warranty that he attached in his complaint it does state that we did not replace any wood during the time of his sale.  We have reformulated the product we use in 2020 and have now started to replace any rot that may occur after our treatment is applied.  We can't predict any preexisting rot that may have existed before we got there.  We will still come back out and reapply sealant to any repairs that  have been made by the customer.  This is what it states in our warranty and this is what we are going to do if the customer will allow us to do so.

  Customer response

  06/12/2023

  Complaint: ********
  
  I am rejecting this response because: My warranty states that ANY WOOD! that was not rotted or deteriorated before the treatment WILL BE REPLACED!...PERIOD...
  I am going to have to go to local news media if they choose to parse words stated in the conditions of my warranty!
  
  Sincerely,
  
  ******* ******

  Customer response

  06/12/2023

  Permaseal is very conveniently stating that they are only now replacing wood after treatment that was done since 2020!....They are trying to get away without honoring my 25 year warranty or guarantee!...

  Business response

  06/15/2023

  This is not a matter of convenience this a matter of what you have confirmed the paperwork says.  There really is no argument about what we are required to do and not do after the installation is complete.

  Customer response

  06/15/2023

  Complaint: ********
  
  I am rejecting this response because: They are not honoring the 25 year warranty.....They treated my wood deck to not rot, decay, or deteriorate after their treatment was completed!   The warranty states that the only wood not covered by the warranty is any wood that had rot, decay, or deterioration prior to their treatment work!  Obviously, this damage has happened after the service they provided; which is the guarantee, that provides insurance to the customer that their money has been well spent and the quality of work is assured!
  Sincerely,
  
  ******* ******

  Customer response

  06/19/2023

  Permaseal USA, located in St. Louis County Missouri, is not or has not, honored a 25 year warranty that was included in the selling of their deck sealing treatment.  I have been ignored presently when calling this company about the rot and deterioration of my wood deck; which was treated in 2019. Approximately a year ago, I called the company and one of their employees came out to look at the damage and was assured that it would be taken care of; since the damage had occurred after their treatment.  My deck was completely fine with no rot or deterioration prior to their treatment. The construction repair employee, named *****, said that he would come back with the wood needed or required to repair my deck. As recent as a couple of months ago I even spoke with *** ******, the owner of the company; whom also reassured me that he would honor the 25 year warranty for this problem. Now, within about the last few weeks, all that I have received from the company is a couple of e-mails from ****, a manager, stating that the warranty does not cover any replacement of wood that has rotted or deteriorated. I have a warranty that states any wood that rots or deteriorates after the treatment would be covered under the warranty. What good is the warranty if they won't replace wood that has rotted after their treatment? My deck was in perfect condition before they treated it; as they surely wouldn't warranty the treatment if any previous rot or deterioration was present!  I have also filed complaints with the ******** ******** *******, the Better Business Bureau, and the ******* ***** **********.  Apparently, this company is trying to avoid honoring the 25 year warranty and not standing behind their treatment service!

  Permaseal USA is not honoring the 25 year warranty.....They treated my wood deck to not rot, decay, or deteriorate after their treatment was completed!   The warranty states that the only wood not covered by the warranty is any wood that had rot, decay, or deterioration prior to their treatment work!  Obviously, this damage has happened after the service they provided; which is the guarantee, that provides insurance to the customer that their money has been well spent and the quality of their product as well as their work is assured!  Photos of warranty and damage are available upon request.

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

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 23 2023 Permaseal workers powerwashed wood deck. The salesman said the stain on there would be removed. There are still many area on the wood where stain remains. Two boards were split during powerwashing. They were not split before the powerwash. After the deck was dry, I walked on it and almost tripped on a raised piece of wood that was not there before they powerwashed. The salesman talked me into washing and sealing the concrete deck under the wood deck. It had lots of stains on it and he sold it that the deck would be cleaned of the stains. It doesn't look any better than before they started. During powerwashing of the concrete, the worker sprayer the aluminum underdecking above the concrete and now its ruined and full of stains. There should have been no powerwashing applied to that underdecking. This company is deceitful in its advertising and sales. I will not recommend them to anyway. Buyer beware. Terrible company.

  Business response

  06/09/2023

  We do our very best to make sure every job is completed with a satisfied customer.  The concern with the board is understandable but this board was already damaged before we did the installation.  Power washing this area seems to have exacerbated the crack, but we do not warranty against any preexisting damage to any surface before we get to the job.  It looks like this can be sanded down and the board will be fine.  I have offered to go back and clean the ceiling above the concrete since it looks like it was hit with some overspray.  The concrete had a wood stain dripped on it before we got to the job and we attempted to remove it but we do not guarantee 100% removal of preexisting stains or paints. Our warranty will still cover any type of rot or decay that may occur in the next 25 years, but we do not guarantee a permanent color change.

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’ve called they tell me it’s normal I’ve called again can’t get anybody to answer the phone I called this morning. My wood is so dry, & it’s green I power wash twice a year & it looks like it’s buckling up.

  Business response

  06/02/2023

  This is the first that I have heard of any problems from this customer.  We will be happy to help her with her concerns.  Phone number is ###-###-#### and my email address is ***************************.  We would like her to send us some pictures of her concerns and we will proceed from there.

  Customer response

  06/05/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  I sent pictures to perms seal, I’m sorry they’re saying this is the first time they heard from me cause I called them within the first year & sent them pictures. Thank you!
  
  Sincerely,
  
  ***** ********

  Business response

  06/05/2023

  We would be happy to look at any new complaint pictures from this customer.  Our warranty covers any rot or decay that occurs to the deck.  We do not promise a permanent color change but do let people know that they can stain the deck if they choose to achieve a certain color they are looking for.  Pictures can be sent to ****************************

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid perma seal to treat my deck. It was 4 years old when treated. Their solution aged the deck 20+ years with warping, cracking, severe damage, and safety issues. I embarked on the service last year and have been trying to get a resolution since. I have spent countless hours on calls, emails, and documentation. No matter who I speak with at perma seal, somehow, they are fired by the next time I call. People at Perma Seal often don't show up for appointments or are hours late, costing me unpaid work. They blow me off, saying all my issues are "normal," and say this with a straight face. The service cost nearly $4,000 and now will cost well over this to repair the damage they created. I keep speaking to people who treat me like I am uneducated. The first person who showed up to document said, 'Sorry about your luck. We will not fix this.' He returned to the company and told them I was not interested in fixing things when I asked for a financial return or deck replacement. Several months later, and after asking again, someone else came out who was just as useless, saying there was nothing wrong with an actual straight face. I am uploading documentation and pictures. I have disputed the transaction on my credit card. They can do the right thing, or I will continue publicizing their sleazy business. I have contacted a layer.

  Business response

  05/18/2023

  I have attached all of the paperwork that was presented during the presentation.  It does state that we are not responsible for board replacement but will come back and reseal once any repairs have been made.  We are trying to do everything we are supposed to based on the warranty that was presented.  This was our guarantee during this sale and we are trying to do what we are required to do.  Our company has reformulated the sealer that we used to use before 2020 which is why we think it is advantageous for her to make the repairs and have her deck sealed again with our new product.

  Customer response

  05/18/2023

  Complaint: ********
  
  I am rejecting this response because: Nothing stated is accurate. They have never offered to replace boards. I have stated the issue since December that it was deep cracking and warping, clearly show in the photos and detailed in my correspondence. Photos have been submitted without any request on PermaSeal, I sent them because they weren't listening to me. Their own communication logs negates this response was previously submitted as an attachment, along with photos, and email communications. I paid nearly $4000 and will have to replace a 435 square foot deck that was only 4 years old when treat by their product. Being gaslit is no longer an option for me. 
  
  
  
  Sincerely,
  
  ******* ********

  Business response

  05/19/2023

  We just sent our quality control out to the home on May 15th to do an evaluation of the deck.  He determined that the wood is cracking and warping, but there are no signs of rot or decay.  Decks will dry out and crack based on multiple factors including weather, humidity, sun exposure and homeowner care.  We recommend to all of our customers that their decks still be cleaned at least once a year with a surface cleaner, and also encourage people to apply an oil based stain to the wood after the curing process is completed.  Based on the pictures sent in to us it looks like none of this has been done.  The customers warranty states that we protect against rot or decay, but not cracking or color change.  If they have any other concerns with rot or decay we will gladly send people back out to do an evaluation and take the necessary steps to honor what or warranty says.  

  Customer response

  05/26/2023

  Complaint: ********
  
  I am rejecting this response because: everything I have already stated along with documentation of their chemical damaging the deck, pushing me around, changing up the story, negating their own their own responses and communication, and wiggling out of a 25 year warranty. I will have to replace the entire deck due to their chemical creating cracking, warping, boards pealing back, and rapid aging. It cost nearly $4000 to "permaseal" treat a 435 square foot deck which is considerably more than a new deck. None of this is 'normal aging' and they are getting away with taking advantage of people. I will continue to pursue all avenues of social justice until the human and appropriate response is met.

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

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Perma Seal treat my deck 4 years ago. Before they treated my deck I had it replaced it. In less than 2 years I started having mold growing on my deck. The 3rd year part of my deck starting falling off. 3 months ago they had someone come out and lake a look at it, and they replaced the back part of my deck, and the side of my deck. Afterwards they told me they would send a crew out to clean and treat my deck. Today, 5/9/23 they came and said they were only going to treat the deck that they were going to replace and not the entire deck. I told them it was included in the warranty that they would replace and treat my deck. I was also told by the person who came out 3 months ago, that they would treat my entire deck. They violated the contract and are not standing by the warranty.

  Business response

  05/09/2023

  I have attached a copy of the warranty.  Prior to 2020 we used a different product than we use now and this is the warranty we are honoring for this particular customer.  His install was prior to 2020 so that is why I have attached the warranty stating that we are not responsible for replacing any affected wood. 

• Initial Complaint

  08/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filed a complaint but sent the wrong pictures earlier today. My complaint is against the product that does not prevent wood from rotting. The company representative said it is due to today's "new lumber" however they continue to sell the product. The repair to my steps was of such workmanship that they are dangerous to use but after months of phone calls and asking for assistance my steps and boards that are rotted on my deck have not been repaired.

  Business response

  09/07/2022

  We returned on 8/30/22 to repair the stringer that had twisted and was starting to lay over due to a twist is the lumber that was purchased for the repair. This repair did take a moment to get taken care of due to the company being down to 1 Quality Control unit in the field. As explained to all our customers we are avidly interviewing and attempting to fill this position which will allow us to promptly meet the customers and address their needs. I have not heard from this customer since we were there on 8/30/22.

• Initial Complaint

  08/19/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 8/4/2022 I contracted Perma Seal USA to pressure clean and seal the back wood deck at my residence. I wrote a check for $1,165.00 and handed it to their employee, ***** *****, as a required 50% payment deposit.I was informed of a 3-day buyers remorse clause AT THE ****** On 8/5/2022 I emailed Perma Seal USA of my wish to terminate my contract. Their price was ridiculously too high!I proceeded to stop payment at my bank which informed me that my check was already cashed. It has been 2 weeks and I have received no satisfaction from Perma Seal USA.They have been informed verbally and in writing that my wishes were two terminate the contract one day after the signing. The date when the job was supposed to be performed has come and gone without any duties being performed. I would very much appreciate some help on this matter. I am a Senior Citizen on Social Security and am VERY disappointed being treated like this.Please acknowledge the receipt of this correspondence asap. Thank you. *********************** ************************************************ ******************

  Customer response

  08/22/2022

  This company provided me a full refund and resolved this concern to my satisfaction.

*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. ↩