ComplaintsforRefinished Bath Solutions

• Initial Complaint

  11/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently purchased your pour on Ekopel 2K product. I followed the instructions precisely, and am very disappointed with the results. Let me provide you with some background. I do bodywork and painting for a living and know the importance of prep. Again, I followed the instructions, and the product came out with orange peel, with the grey tub bleeding through. Now I have a bathtub that has orange peel and grey peeling through around the inside edges of the tub. The orange peel and bleed are from the bottom of the tub up to the edges. It is all the way around. Now, I have no idea what to do to fix it. I can't leave it as is, as it looks terrible. I have attached pictures and would like a response, not only on how to fix, it but as to how Ekopel will rectify the issues. I received an email back from Ekopel saying first that it's roller marks. When I said it was not roller marks, they made up a second excuse that it was from reworking the product too late, then they said it was from not applying it thick enough. As I've read the previous BBB complaints this company has an abismal track record. I fully acknolweldge that they told me to sand the tub down and redo it. Basically, buy more of our product to fix it. I think the company should supply a replacement so it can be redone! I've bought two touch up kits but am considering returning them because they are tiny. I also made a Youtube video to show the poor results. Thank-you, ***** ** ***** ** ********** ***** *** ******* *** ******

  Business response

  11/02/2023

  Customer called in stating he had a poor outcome using our material. We were happy to try our best to figure out where he went wrong in the application process. 
  His order was ultimately refunded and we explained his best options for repair of the errors made. 
  

  It was decided that we will not be threatened or bullied into giving a person a refund and free material. 

  From there he proceeded to berate staff, and threaten to post negative reviews, write to BBB, and further attempt to extort RBS into his demands.  Our legal team is currently preparing a cease and desist letter, to prevent further disinformation.

  We take threats of extortion, defamation, and other criminal activity very seriously.  
  
  
  

   

• Initial Complaint

  05/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ****** **** is a highly regarded contractor in Chicago. He also has extensive experience in refinishing tubs with epoxy products like yours. I know that **** scanned the QR code on the side of your box and followed the directions exactly. I know, since I am working from home, that **** not only followed the directions exactly, but also used the foam roller provided. Because the product was not performing, your customer service/technical support was called by ****. It was explained, that due to the product being applied and in the process of drying, assistance was of utmost importance. The response was someone will get back to you as soon as possible. **** called twice, and to this day, has not received the courtesy of a response to either of his calls. I also called and was told the same thing; someone will get back to you when they can, the person answering the phone does not have the ability to transfer a call to technical support, as they are only a receptionist able to take messages. The only call returned was mine. When you spoke to ****, on speaker, when my call was finally returned, all I heard was excuses and no solutions. Your final comment was to let it be and it will self level. If that didn’t work, as shown in your email, purchase more of your product at $149.99 before tax, $162.00 with tax and shipping, sand, reapply the additional product and that SHOULD work. Had there been any communication from the information given about the product online that: 1. It would not perform as claimed; 2. That additional work would need to be done after all directions were followed; 3. Since nothing can be done to rectify the poor surface results until the product was fully cured, and more product would need to be purchased, I would have never done business with your company.

  Business response

  05/20/2022

  We understand Ms. ******** frustration. As she hired a contractor to do the work and had bad end results. We do have an answering service that takes our calls and emails me if they couldn't answer the question. We never received any emails from the answering service that **** was trying to call with questions. I did receive a message from the answering service that ***** was trying to call with questions. When I received this I called back right away. 

  
  She passed the phone over to **** and we had talked about the issues occurring. With ekopel products you only have 45 min - 1 hour to mix and pour. After the hour is up you can’t keep touching the material or it will make things a lot worse than what the current issue is. When I had talked to **** I had thought it sounded like the room temp was too high as we recommend 72-75 degrees no higher or lower. **** admitted to me that the room temp was too hot. Which will cause the material to start to harden faster than normal and will cause the material to not self level. I had told **** to send me photos of the affected area the next day so I could better help go over a fix with him. 

  
  I received the photos and went over how to fit it with them. As the photos that were sent to me looked very fixable without another kit. It looked like the material was uneven and just needed to be sanded and buffed out. If they needed more material they could have reached back out to us and we would have been happy to help get them a kit to repair this issue at a discounted price. But they never gave us the chance. 

  
  In summation, Ms. ******** premise that we offered excuses and no solution is without merit. The end result was due to user error. We made a good faith effort to consult and assist the customer. Unfortunately our customer did not find this satisfactory. Our offer still stands to assist Ms. ****** on how to sand and buff the product. And if she needs more material to fix we would help with getting her a discount to help fix this issue.

*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. ↩