Complaints

This profile includes complaints for Seal Smart's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Seal Smart

  Republic, MO 65738-0335

• 

  Seal Smart

  407 13th St Monett, MO 65708-1846

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:09/15/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 a deck coating from Seal Smart on 08/31/2021. It had a 25 year warranty on it. On September 9, 2024, I did a power wash on it. It was done according to the warranty rules. I noticed a few weak spots on the deck after the power wash. I called Seal Smart to come out and look. After just busy signals when I called, I saw they were out of business. I paid $3372.78 for this treatment. Is there somebody who will honor this 25 year warranty on this product since the Seal Smart dealer is out of Business? Please let me know. Thanks, **************

• Initial Complaint

  Date:09/12/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 had paid $4926 to have my 400 sq foot deck sealed by this company in Jan 2018. My house was build in July 2015. We were told it would make it harder then wood and with their 25 year warranty it seemed like a great deal. Their paperwork we had to sign says it prevents further rot and decay while strengthening and increasing the density of new or existing wood. Well if that were true then why is my deck crumbling, cracking, and warping? The deck was 2.5 years old when we had them seal it. We wanted to make sure it lasted for years to come. 6 years later we have warped beams, cracked beams, our railing is crumbling. If this is supposed to prevent further rot and decay as their paperwork says then this sure should not have caused my near brand new deck to be destroyed by this product! I called and was told that they would come out and reseal this AFTER WE PAID to have new boards installed. NO the reason for sealing this was we wouldn't need them replaced in the first place. Its 9 years old!! Your warranty is complete garbage. You should replace the wood it damaged. This is going to cost us over $20,000 to replace! Your warranty says it does not cover decay, defects, or damage that was prior there. Whats your excuse to it being nearly brand new treated lumber and was not there. It was in perfect condition until your product got on it. My spindles are popping off due the warping now. Stay away from this company's product!

• Initial Complaint

  Date:06/10/2024

  Type:Product Issues
  Status:

  UnpursuableMore 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.

  Our deck wasnt sealed correctly because it looks like it needs cleaning most of the desk didnt get the product sprayed on. Our deck looks very bad. Not able to contact this company. Need a phone number.

• Initial Complaint

  Date:04/18/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  Seal-smart sealed our deck on 09/26/2016 and the deck has holes in several places where the wood has rotted. This work is supposed to have a 25 year guarantee so I would like the company to honor their guarantee and fix our deck.

• Initial Complaint

  Date:07/03/2023

  Type:Order 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.

  5/25/2023, ******* *****, salesman from SealSmart, presented the process of permanently sealing our deck. We signed a contract and arranged for sealing our deck 6/1. Our son & his wife from STL visited us Memorial weekend and questioned us about what we had agreed to have done. They asked if we'd had personal recommendations and/or had seen an actual deck that SealSmart had done. When we answered negatively, they said we should cancel or at least look at other decks. We called ******* right away and he called us back, giving us names/phone #s after several days and we called both #s. One person said they had not been happy with the process and let us come to see. He had just power washed the deck (which looked good), but told us to look at their dock (which looked terrible). He said their deck looked just like the dock before he power washed it. We called ******* to cancel and said we'd like a refund of our deposit of $3600.00. It was past the cancellation date of 5/29 and he said we'd have to talk to the company about a refund. When I called SealSmart, the girl who answered was very polite, but said she would have to talk to management about a refund. I kept calling several times a week for several weeks, but no one was ever available to address our request and no one called to suggest a way we could work this out. We cannot imagine a reputable organization would keep that amount of money for doing nothing. I've given up on contacting them, but wanted others to know what kind of business SealSmart runs. I am 80 and my husband is 85 and we feel taken advantage of because we carelessly made a decision and signed a contract without due research. We've learned a lot.

  Business Response

  Date: 07/07/2023

  Seal Smart received the request from the customer to cancel the Work Order (Contract) past the 3 day right to cancel period. This is a binding contract that we take seriously, on both ends. However, after more consideration, we have choosen to refund the deposit in the amount of $3,613. 

• Initial Complaint

  Date:12/20/2022

  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.

  I contracted Seal Smart to seal a deck at my home in Birmingham, Alabama. They first came to my home on August 6, 2021. A gentleman named ******* was the original salesperson. He left the company and a gentleman named ***** took his place. Seal Smart would not give me a service date until I paid half of the contract price ($2500 - the contract price being $5000). After canceling on several different service dates, oftentimes with little or no notice, Seal Smart agreed to refund the $2500; however, as of today's date they have failed to do so. My husband and I have communicated numerous times with multiple employees, including the Vice President. Finally, Seal Smart set another date; however, I had lost faith in them and told them I'd rather just get my money back. Hopefully, this will get their attention.

  Business Response

  Date: 12/21/2022

  It is our mission to provide excellent customer service. Unfortunately, things can happen that are out of our control. While I do not have the specifics as to why this Job was rescheduled, I can assure you Seal Smart would rather complete the job than push it off and it must have been completely necessary to reschedule. We did offer the ********** a discount for the inconvenience, which they accepted. ******* is no longer with the company and if he led the ********** to believe they would receive a refund, Seal Smart was not aware. We do not typically provide refunds after the cancellation period. However, we are making an exception for the ********** and will issue a refund in the amount of $2,250.00 to the credit card on file. I have included a copy of the Work Order and receipt for the down payment. We apologize for the inconvenience.

• Initial Complaint

  Date:11/18/2022

  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 had our deck sealed on Nov 35, 2019. We paid $4692.00. We noticed some of the boards warping and splitting. By June of 2022 we found some of the boards were rotted through and would crumble when stepped on. I spoke to ***** and sent pictures. She told me to replace the rotted boards and wait 30 days. After waiting the 30 days we found more rotted boards. We again bought lumber and replaced. They came out on Nov 2, 2022 and resealed the new boards and one of the sets of stairs. They did not clean the mold off first. They did not reseal the rest. They said they will only come out once to reseal. We can't continue to replace the deck one board at a time. We are going to have to replace the entire deck. They will only reseal but not replace boards. The warranty is that the wood would not rot or warp for 25 years. It is a terrible product. I want everyone to know this and not waste their money.

  Business Response

  Date: 11/18/2022

  Seal Smart received a call from **** ***** on June 21, 2022, stating that she had 6 rotten boards on her deck. I requested pictures to verify the rot and let her know she could replace the boards in question at her convenience and once cured, approximately 30 days after replaced, Seal Smart will come seal the new boards at no cost to her per the warranty. We do not pay for the affected wood, materials, or labor. **** ***** understood this and agreed to replace the boards.  After the new boards cured, we set a date for them to be sealed, which was November 2, 2022. When our crew arrived to seal the new boards, **** ***** was not home. We called multiple times with no return call. I emailed **** ***** explaining we were there and sealed the new boards. We don’t get to her area often, so we wanted to take advantage of it while there. I never received a reply or heard from her again until receiving this complaint through the BBB.
  Seal Smart was only there to seal the new lumber. We are not a cleaning service and do not come out to clean decks. Our sealant is a one-time application and doesn’t need reapplied to the same board twice. **** ***** was aware we were only coming to seal the new boards. We recommend cleaning the deck with a deck wash to remove the surface mold/mildew and gray color which is caused from the UV rays. If **** ***** finds more rotten boards, a new claim can be made, and the same process followed.
  The 25-year warranty states that if our work fails to meet the standard as in our written statements, we will re-apply the sealant without charge during the warranty period. We will not replace, repair, or pay for the affected wood, masonry, concrete, or related property. We do not warrant color.
  Rot is not a common occurrence once having the Seal Smart service done. However, internal rot can be hard to detect and if present our product will not stop it. That’s why we have the warranty in place and will always re-apply the sealant.
  Seal Smart has been in business over 17 years with 17,000 satisfied customers. We strive to be as transparent as possible with both our written statements and during our demonstrations. We will always stand by our warranty. If **** ***** has any questions, or needs to open another claim, we ask that she contact Seal Smart directly to do so.

  Customer Answer

  Date: 11/18/2022

  Complaint: ********
  
  I am rejecting this response because:

  When I scheduled the appointment I told the scheduler I would not be there until 9:30. They came and were gone by then.

  I was also told they would only come out once to reseal. 

  The people that resealed did the new boards and also the steps. They could see the boards there were starting to rot. I cannot continue to replace boards for the next 20+years as each one rots. I need to cut losses and save for a new deck. 

  As far as the cleaning, thought they would clean the mold before sealing it in.

  i do not want to deal with Seal Smart any longer.
  Sincerely,   **** *****

  Business Response

  Date: 11/18/2022

  
  Seal Smart will come out as many times as needed to seal new boards that were replaced due to rot and reported to us.
  Our crew was there to seal the recently replaced lumber that was part of the claim. If **** ***** had other issues or boards to claim, we were not aware. It is the customer’s responsibility to let us know there is an issue.
  The new boards we were there to seal didn’t have any mold or require cleaning as you can see in the pictures I attached. The older boards showed signs of surface mildew and were discolored from the UV Rays.

  Customer Answer

  Date: 11/21/2022

  Complaint: ********
  
  I am rejecting this response because: this product was not what the company claimed it was. There will be no resolution. The deck looks terrible and I do not want to continue wasting my time with them. I will never recommend this to anyone. No need to respond.
  Sincerely,   **** *****

• Initial Complaint

  Date:10/08/2022

  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 had our deck sealed in July 2021 by Seal Smart company our deck was 2 1/2 years old on that date. We paid $3400. The color was beautiful for about two weeks. It turned gray within weeks we called the company this summer (2022) spoke with ***** several times. We power washed as instructed without any improvement. She never returned the calls as she said she would or offered any services at all . Now our boards are bowing and molding as well as a gray color. This was a complete waste of money I truly wish I would have stained the deck and not wasted our $3400 on this worthless product and no response from the customer service after multiple calls for a 25 year warranty ! No offer to send anyone to look at it. No request for pictures. Please do not use this company.

  Business Response

  Date: 10/10/2022

  I have record of speaking to *** ***** once. After listening to him explain his issue (gray color & mildew growth) I recommended cleaning the deck with a deck wash to take it back to it's natural wood tone. I never spoke to *** ***** after that to hear his results. I have reviewed the before and after photos. The deck is exposed to direct sunlight and is near a body of water. Those two factors alone can cause mildew growth and gray wood due to UV Rays (Sun damage). I am happy to look at some photos, as I told *** *****. He can email those to me at [email protected]. Seal Smart's sealant protects against rot. If our product fails, we will do exactly what the warranty states. *** ***** didn't report any rot, so no claim was opened. However, I am happy to review photos and go from there. *** ******* 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 *** ***** the desired look he 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. 

• Initial Complaint

  Date:07/14/2022

  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.

  2 Years ago and deck is still WHITE. Was told it would be 60 days. My deck looks like it is a 20 yr old deck. Have chipping and cracking, was told this would "seal" and prevent having to do anything. Have cleaned what I was told to clean with and still NOTHING. Beams were not sealed and now rotting . Complete waste of 3k. Workers here for 10.min "spraying " and left. Will have to have someone else seal and paint. wastenof money and company will not help.

  Business Response

  Date: 07/20/2022

  Seal Smart received the initial complaint from Mr. ****** on May 21, 2021 stating that his deck was white and asking advice for cleaning said deck. We responded with a deck wash recommendation as it’s common for wood to turn gray/white over time from exposure to the UV Rays/Sunlight. To maintain the natural wood tone, the wood will need to be cleaned with a deck wash as needed throughout the year which is explained in our Statement of Understanding Wood that Mr. ****** signed and initialed said bullet point.
  Recently, Mr. ****** called into our office on July 14, 2022 with a similar complaint of white wood and also mentioned concerns with the deck’s support posts. Mr. ****** was frustrated and refused to send photos. Seal Smart has made arrangements with Mr. ****** to return to his property on Friday August 12, 2022 and perform a deck inspections, sanding, measurements, count of support posts, and cleaning if necessary.
  I want to touch on Mr. ******* concern with the time spent on his job. While I know it takes longer than 10 minutes, it is not a lengthy process. Our Equipment is custom made for Seal Smart and is designed to handle a large workload making it a streamlined process. The prep work (masking) sometimes takes longer than the actual sealant being applied.
  Seal Smart does not guarantee color. The color of the deck is determined by the type of wood used to construct it. All wood is different, types, grade, color, etc. This is also explained it the Statement of Understanding Wood that Mr. ****** signed.
  However, we never want to leave a customer unsatisfied and will do what makes good business sense and is reasonable.

• Initial Complaint

  Date:05/02/2022

  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.

  We are having problems with porch. The wood is splitting, twisting and shrinking. We called them with are complaints. Told us to send pictures because it would cost them something like $1,200.00 to send out for someone to look at it.

  Business Response

  Date: 05/04/2022

  Mr. ***** contacted us on May 2, 2022 concerning his deck we permanently sealed on 9/14/2018. Mr. ***** stated his concerns and I requested pictures to start the warranty process and open a claim.
  I did let Mr. ***** know that some of his concerns may not be covered by our warranty but to be sure I need to start by viewing pictures of his complaint. Mr. ***** handed the phone to his wife, and she took down the information for sending me photos. There was never any mention of money or charging the *****’s to come look at their deck (Seal Smart would never charge anyone to come look at their deck) Our warranty states that if our work fails to meet the standards as written in our Statement of Understanding, we will reseal at no cost to the customer. I explained to them that this is our normal warranty process and step 1 is to send pictures of their concerns to me via email or mail.
  Currently, I am still waiting to receive the pictures. Once I receive them, we will be able to move forward with our warranty process.