ComplaintsforPerma Seal USA LLC

• Initial Complaint

  08/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Warranty resolution: Permaseal rep came out on to our house on June 13th to inspect wood decay/rot that has occurred since we had deck sealed in 2018. He stated boards would need to be replaced and he would let office know and they would schedule a date to come replace. We never heard back from them so I called them July 11th. They scheduled us for July 22nd 3-4 pm When that date came, we recieved a call from the person doing the work and asked if he could reschedule to Mon. 25th 8 a.m. since it was so hot, we said yes. Monday came, no one showed up. We left after 9 a.m. to an appt. Never rec'd a call. I called the office at 1:15, girl said he was in the shop and she would let us know if he was coming, never heard back. I called again at 3 pm and was told a different story ( he went to ********) and she would call back, once again never heard from anyone. I waited a week and on 8/1 9:15a.m I called, was transferred to ****** no one answered phone. I called again at 11:12, once again no one answered when transferred. I called back 8/3 at 10 a.m, told ***** in meeting I left a message again for her to call. Never did. I called 8/4 at 9:40 I was told ***** not in until 10 and I can only talk to her. I call again 3:30 and told she had gone home wouldn't be back until monday 8th. I called tues 9th 9:52 a.m and he transferred me to *****, no one answered, I called back, told him no one answered, he said let me check, transferred me again, once again no one answered. Need resolution this is a warranted item.

  Business response

  08/19/2022

  ******************* issues were addressed and boards replaced on 8/12/22 by Quality Control. I am a solo person that has many things to attend to and sometimes I am not at my desk to answer each and every phone call that comes in because I am away handling other things within the company. I do return calls and messages as fast as I can and I apologize if this took a little longer then normal. Again the issue was addressed and fixed on 8/12/22.

  Customer response

  08/21/2022

  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

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/30/2019, Perma Seal cleaned and sealed my deck. They told me to wait several months then sand and remove any splinters that have formed. After that I could clean my deck and put on an oil-based stain. I did what they said, and now my deck is showing signs of mildew, rot, and boards curling up and pulling the nails out. This deck will probably need to be torn down and replaced within the next couple of years due to expedited deterioration.

  Business response

  06/24/2022

  This customer has not contacted the office to allow us to have Quality Control come evaluate and fix anything. There are steps per the warranty of contacting the office and sending in some photos of the area of concern then we schedule the QC team out to evaluate and take board measurements to replace them.  If we are unaware of an issue we can not address it.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company claims that they "seal" wood and guarantee their work with a 25 year warranty. Filed a claim of damaged/rotting wood on our deck in May 2022. I was told by company employee (after he inspected it) to "get bids from my contractor and for materials" because he was "very busy and spread thin over several states". I have done this and have been back and forth with the company via the phone, text and email. I have been shuffled back and forth between employees with no resolution. I want my deck repaired, materials and labor paid for by Permaseal, as stated in their warranty. The structure's safety is compromised at this point and if the main posts fail the cost to replace the whole deck will be significant.

  Business response

  06/21/2022

  This matter has taken a moment due to an incorrect quote. This has been fixed on the customers end and now this has been handed over to accounting to issue the customer a check. 

• Initial Complaint

  05/24/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  May 24, 2022 On November 6, 2020 I placed an order with Permaseal to seal my deck and wooden fence. The PermaSeal rep told me the wood would be protected from rot and splintering for 25 years. I put down a deposit of $2549.00. On March 3, 2021 the job was done and the balance of $2,541.00 was paid. On April 24, 2022 I called PermaSAeal to report splintering in approximately 12-14 boards. On April 19, 3033 ***** ********* asked me to send some pictures of the issues I was having. On April 20, 2022 I sent pictures of the issues to ****** ********* via e-mail. April 29, 2022 she arranged to have a “QC” (quality control) person come out on Mat 15, 2022. The quality control person came out on May 11, 2022. He said that splintering was generally not covered under the warentee. I told him the sales representative told me it was. I told him I do not want to have to contact a lawyer to settle this. He told me that he was instructed to leave when anyone brings up lawyers. I contacted the PermaSeal call center to advise them of the situation. I was told that the message would be sent to ****** *********. I also sent ****** ********* an e-mail advising her of the situation. On May 18, 2022 I sent an e-mail to ****** ********* asking her to contact me. As of today I have not heard from anyone at PermaSeal.

  Business response

  06/01/2022

  PermaSeal has sent a Quality Control Team member to this location and upon inspection there is normal wear on the deck that is not covered under the warranty. This issue he is having is that the lumber itself is separating at the natural wood grain areas in the board itself. The team member tried to explain this to customer and that the splintering as the customer is calling it was in fact not a warranty issue or a product issue.  Wood will separate at the natural grain lines and we can not control this it is just something that occurs in the lumber itself.  The customer has taken to social media as well as here and this is not a product issue on the company.

  Customer response

  06/01/2022

  Complaint: ********
  
  I am rejecting this response because: The representative that sold me the product specifically said splintering was covered.  This is what convinced me to let PermaSeal do the job.   You are responsible for what your sales staff does.   If he misrepresented your services then you need to be responsible and repair what I was told is covered.
  
  Sincerely,
  
  ***** ********

  Business response

  06/08/2022

  Per our contract it states there can be some splintering that can occur during the cleaning process that the obvious splintering areas will be sanded after the curing process has completed for any splintering caused by our process. This is why we sent the Quality Control to this location to evaluate the condition and issue. The moment quality control had eyes on the issue areas of complaint the customer was informed that this was not from our process and that this was not covered as a warranty issue. The customer immediately stated he will get an attorney and as per our regulations we no longer are allowed to communicate once someone has threatened legal action. The customer was not satisfied with the response of his issue not being something that we have done and has submitted this complaint as well as comments on our social media platform. This is not splintering from pressure washing and that is what QC tried to express. This is an issue that is not covered in warranty. 

  Customer response

  06/10/2022

  Complaint: ********
  
  I am rejecting this response because:   When I reported the issue ***** ********* asked me to send photos of the issue which I did.  After seeing the pictures she sent someone out.  I knew we would be having this issue when the "QC" person told me that he was instructed to leave whenever anyone brings up a lawyer. This also told me that you have had this issue before.  As of today you have not ben contacted by anyone but me and my contact through the BBB.  You have not been contacted by a lawyer. I would expect any reputable business to try to work things out before an attorney has to get involved.   I have absolutely no confidence that you will ever live up to any part of the warrantee.  Your QC person said rot would be covered.  I doubt that you would repair that also.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Seal July 2018. On July 23, 2021, after sending pictures and finally getting agreement to the guarantee, it took from July 2021 to January 2022 to even replace the boards and was to return in spring 2022 to reseal. Now will not schedule sealing nor review other boards under the 25-year guarantee that are showing the same as original issue. We are not talking 10 boards to finish stairs for two seniors in our home to their guarantee. Being blocked on FB comments and messenger now and will not answer emails. Phone call 5/4 was told all in training and would call back. As of 5/9/2022 no return call. Called and was told by "******" that he would suggest seeking an attorney. No explanation to not sealing nor reviewing the new issue to their guarantee. Simply LEFT hanging leaving unexplained, unresolved minor issue to having to seek legal action to honor their guarantee, makes no sense. Seeking HONOR and fix what they did and guaranteed. Picture shows stairs, some board replaced, not sealed, existing boards now have same issue as replaced boards.

  Business response

  05/10/2022

  On 1/6/22 the Quality Control team went to the customers location to evaluate her concerns and inspect the deck structure. They replaced the boards that were showing any form of decay due to moisture per the warranty. The customer called in to the office wanting them to come back out because she didn't like the way the new boards looked mixed in with the old boards and that they were all needing replaced because the ones we did not  replaced "already started looking the same way the others are looking so why not replace them now?" I explained to Mrs. that the boards were inspected and showed no signs of decay or moisture damage and she was not having that response because she wanted the deck to look the same no new boards mixed with old boards. That again I explained to her was not how the warranty works if the QC team evaluates and finds moisture damage per the warranty we replace but we do not replace because someone wants an entire new deck based on not liking the look of new lumber in with the older lumber. I attempted to schedule for a team to come and clean and seal the new replaced lumber but the customer wanted the QC team to come and replace the other boards and they could seal the new ones when they finished. I again explained that this is not how the QC team operates they  cover 16 different states and I would have to send an installation crew out to seal the lumber. No resolve could be reached with the customer because she wanted it all replaced, a new stair case, and would not listen to the facts stated in the warranty that her wanting the look to be different did not justify the warranty requirements with the company. We replaced all lumber that had water damage or decay and that is what our warranty covers. Mrs. took to social media talking bad about the company and was blocked because we have attempted in every means to satisfy in the warranty parameters.

  Customer response

  05/18/2022

  This business has not responded to emails, told me in a phone call to sue them, received a certified letter asking for a reasonable explanation for starting the job including replacing some boards, but will not return to their 25 YEAR Guarantee.  I can understand gas and materials have increased however, it does not VOID their guarantee, or responsibility. They give everyone a run-around with responses to all customers of "please send pictures or just needs cleaning etc" (we did all they requested) which they attempted to do with us. After initial visit, it was found the boards needed replacing to their guarantee but only some were and now nothing.  They did NOT complete the job to their guarantee and now simply IGNORING us. 

  Business response

  05/24/2022

  Our business has the same practice in regards to the warranty, we request photos so that the QC team can arrive prepared as well as to see what the customer is seeing and having an issue with that may be a simple remedy such as washing the area etc. This is standard each and every customer follows these steps in the warranty process. The emails were answered just not to the customers satisfaction as were the phone calls but customer was not getting the answer they wanted and we stood behind the fact that we have replaced any board that needed replaced as per the warranty but that was not what the customer wanted she wants the old boards that are fine replaced as well because she "don't like the way the new boards look with the old." Our warranty does not say if a customer does not like the way new boards look with the old boards we will replace the entire area under contract. So yes once the customer was continuously sending the same emails and phone calls hoping to get a different response to her demands as well as submitted this BBB complaint, all correspondence has ended as we are at a point that there is no warranty claim as the structure has been evaluated and replacements made to any board needed per the warranty.  

  Customer response

  05/24/2022

  Complaint: ********
  
  I am rejecting this response because: they started replacement, did not return to finish job started and will not send field rep to physically review the complaint as they did that began the partial job. They have NOT responded to certified mail letter requested written explanation to starting the job to guarantee and not finishing. Field rep already said the boards would need replacing and now home office DECLINES to finish job started or view the boards doing exactly the same thing. They replaced a few and simply Stopped and/or refused to honor guarantee. Left us in incomplete work began but not finished.
  
  
  
  Sincerely,
  
  ******* *** ***** ********* *******

• Initial Complaint

  05/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On June 17, 2021, I entered into a contract with ***** ***** *** ****** ** *** ***** ***** ************* **, to seal my driveway to prevent water from getting under the concrete through small cracks. I was assured the sealant would prevent any water from seeping through the tiny cracks. I was also told all the previous stains would be removed, which didn't happen. Since the application I have had grease stains as well. Perma Seal has a 25 year warranty against such problems. I called them in February 2022, with my issues along with pictures of the moisture under the concrete. They offered to reseal the drive, but you can tell by the picture I need my driveway repaired then resealed. They will not return my calls or offer up any type of solution. This mess came with the cost of $3,433. I want my driveway repaired before it gets worse or my money back so that I may get the repairs done myself.

  Business response

  05/10/2022

  We cleaned and sealed this driveway on 8/11/21. The photo I have attached shows the extent of the pre-existing damage and cracking in the driveway. The customer called in stating that her son had parked on the driveway and his vehicle leaked oil and she wanted us to come clean the oil spots "since it should not do that anymore after we sealed it." I explained we are not a top coat so things can still stain the driveway and that she can attempt to clean the oil spots but that is not covered under the warranty. She was upset with this response and did attempt to clean the oil on her own. Then the customer called back with complaints of moisture under her driveway. She stated that she has cracks in the driveway and that there is water under them. I requested photos and she has attached the photos that were sent to me. The cracks were already in this concrete and we can not prevent any moisture from coming from underneath through these cracks to the surface. If the customer can provide that this driveway was poured to the ASTM standards based on the contract and warranty, she will find that the cracking and water under her driveway is not because of our cleaning and sealant.

  Customer response

  05/10/2022

  Complaint: ********
  
  I am rejecting this response because:
  The person that came out and sold me on the idea of sealing the driveway assured me the small cracks would be sealed and moisture would not seep through.  Obviously this is not true, as shown in the photos.  Therefore, instead of my driveway staying dry in the rain & snow the issue has worsened.
  
  I would like them to stand behind their warranty or refund my money so that I may repair my driveway.
  
  Sincerely,
  
  ***** *****

  Business response

  05/17/2022

  As I explained to Ms. the concrete will never stay dry from elements, even in rain it will still get wet. Our product is not a crack sealant as in to repair cracks. It is a penetrating sealant. The customer has spider cracks all throughout the drive way before we contracted and now that we have sealed the concrete she is wanting a new driveway. This was an issue on the pour that has cracked and crumbled not an issue on the sealant that was applied after the fact. Our company has always stood behind our product and if indeed this was an issue with said product and not preexisting the warranty would apply. 

• Initial Complaint

  10/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I’m April of this year **** ********** from Perma Seal came out to our home and gave us a price on sealing our deck, spindles, stairs and lower deck. During his visit my husband told him that he’s been sanding the old stain off the deck and instead of restraining, we would prefer the **** back to it’s natural state and perms sealed. **** laughed and told my husband he could stop sanding because they had a solution that would take it all off. We were elated and signed a contract for 10,000 to get the job down. **** even took me outside and used some of the solution on the stain to ensure it would come off. The company sent one man out to do **** Rails & Spindles - 135 LINEAR FT, **** Deck - flat - 1046 SQ FT, **** Steps - 6 EACH. The man was only there for 4 hours and left. We still have a LOT of stain left on our ****, spindles, floor, steps and they aren’t doing anything about it. 10,000 is a lot of money and we agreed to it only because **** stated that all the stain would be off.

  Business response

  10/13/2021

  I have reached out to the ****'s, and Mrs. called me this morning and explained her concerns and I have scheduled an appointment for 10/29/21 with the Quality Control Department.  

  Customer response

  10/13/2021

  Better Business Bureau:
  
  Please read all as I have added to the email:  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me at this time. They are sending someone out to ‘look’ on 10/29/21 and it won’t be until then that I will know if I am satisfied. What will I need to do if they come out and don’t rectify the situation?  
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  08/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see attachment

  they cam to my house and collected ****** told me three time that it would come on Tuesday and they never came

  Business response

  08/11/2021

  Customer ***************, on 7/02/21 met with an Estimator from our Company and signed contracts via electronic device. Typically we get an email address to in real time email the contracts to the customer once we finish the signing, ****** did not have an email address so a hard copy was left of the Notice of Right to Cancel and then the cooperate office mailed a hard copy of the contract and all paperwork to the customer.  On 7/06/2 a member of Operations called to schedule the installation for 7/21/21.  On 7/12/21 ****** called stating that he wanted to cancel his contract. When he was informed he was past his 3 days allowed for cancellation, he stated that we are scammers, liars, and that he would be getting an attorney that we better not have "our people" on his property that it isn't his signature on our contracts.

  The conversation was left at that. Customer was removed from the installation schedule due to his comments of "our people" not coming on his property. On 7/21/21, ****** called back stating again "our people" better not show up on his property today -which was the original install date-that he had gone to his attorney general we are nothing but a scam. This is how this was left he did not cancel in his time frame and when we explained he has a deposit paid that will be available if he decides to have his deck sealed he has demanded we stay off his property.

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