ComplaintsforRust Bullet, LLC

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased apx 600$ worth of their concrete product. I called their team to walk through the entire process of preparation, testing, and application to ensure a correct application. After speaking with their team multiple times they ensured me everything was correct and application was correct. I have an extensive email chain where they are saying that even though I did everything correctly they still stand behind their product. The website claims a 1 year warranty.

  Business response

  05/15/2024

  The customer, ********* *********, contacted about his issue with the following email: “I purchased some of your product directly from you. I called your team and went over directions a few times to ensure I was using correctly and applying correctly. I really loved the product etc. after a few months it has already started flaking and peeling off my concrete flooring. I was hoping to be refunded since it did not even last one year.” We can confirm that we spoke with ********* and explained to him to proper preparation and application for his project and acknowledge the steps he did for sanding his floor were sufficient for application. 
  
  We responded to that email and requested he fill out an evaluation form (the same document ********* attached with his complaint) and send us some photos of the issue so we could further evaluate. After receiving his submission, we were able to determine that the issue was due to moisture contamination, caused by moisture retained in the concrete that was pushed to the surface by hydrostatic pressure after the coating was applied. With years of experience applying these coatings, we know what these types of failures look like. A moisture test is an important preparation step that was explained to *********, but the results of which were never confirmed with any associate, nor mentioned in any initial evaluation until it was addressed as the cause of his issue.  With the cause of this problem being due to application error and not defective product, we graciously offered ********* a 50% discount plus free shipping to purchase product to redo the affected areas and sent him a unique coupon code to order online. We also offered to take his order over the phone and apply this special discount as well. 
  
  Rust Bullet does not have a 1-year warranty, nor do we state this on our website. We do have a limited warranty that is clearly listed on our website ******************
  
  Limited Warranty:
  
  Rust Bullet, LLC warranties products against manufacturers’ defects. This limited warranty issued by Rust Bullet LLC covers only paints/coatings products manufactured by Rust Bullet, LLC. This limited warranty covers such products for manufacturing defects only.  All warranties issued by Rust Bullet, LLC cover only paint/coating products manufactured by Rust Bullet, LLC.  Rust Bullet LLC’s entire liability shall be limited to the replacement of paint for the area affected or a refunds of the original purchase price and will be at the discretion of Rust Bullet, LLC. This warranty does not cover labor for the application of any product. WE DO NOT ACCEPT LIABILITY BEYOND THE REMEDIES PROVIDED FOR IN THIS LIMITED WARRANTY OR FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, ANY LIABILITY FOR THIRD-PARTY CLAIMS AGAINST YOU. UNDER NO CIRCUMSTANCES WILL OUR LIABILITY BE MORE THAN THE AMOUNT PAID FOR THE PRODUCT WHICH IS THE SUBJECT OF A CLAIM. All warranties cover such products applied according to manufacturer’s instructions, including but not limited to proper surface and product preparation, spread rates, mil thickness, dry times and re-coat times as applied on a sound substrate. This limited warranty is non-transferable, requires original receipts and is valid for one year from date of purchased as evidenced by the original purchase receipt. This limited warranty is in lieu of all other warranties, express or implied. This limited warranty is to the original purchaser only, and excludes product damage due to application error, product abuse, or product misuse.

  Customer response

  05/15/2024

  
  Complaint: ********
  
  I am rejecting this response because: As mentioned previously through documented details I have followed their directions for application including preparation to a T.  Once their product failed to uphold they reverted back to a user error due to moisture.  I reject this response, and expect a company to uphold their responsibility and warranty of manufacturer defects.  If I buy paint and the paint does not stick this is a defect, similar situation with their product not working as advertised.  
  
  Sincerely,
  
  ********* *********

  Business response

  05/17/2024

  Please provide any documentation you have where Rust Bullet has stated that you properly completed all required steps for preparation. We have no record of this, and to the contrary have documentation of all communications outlining the incident details and our attempts to find a resolution. Your particular application is located extremely close to a body of water and your garage has a drain in the middle of the floor which is not commonplace for most garages. This is only used when the area is in a flood zone or there are frequent issues with standing water. All of these factors considered on top of the photo evidence provided by you, all show clear evidence of moisture contamination in the surface. A moisture test was explained to you as an important step before applying, but there was no communication with Rust Bullet in regard to the result of these tests and the photo evidence speaks for itself. This is not a common issue, however with over 25 years of experience, we are familiar with what different types of failures look like. Again, this combined with the environmental details of your application are clear evidence of moisture present when application occurred. We understand your frustration and have made a generous offer of 50% off plus free shipping, which is a substantial discount. We did this not because we have to, but because we want to see all of our customers have a successful application.  If you are willing to take ownership of your role in this failure, we would like to extend the offer for 50% off with free shipping one last time. 

  Customer response

  05/20/2024

  
  Complaint: ********
  
  I am rejecting this response because:  As mentioned in their response I had done two moisture tests and called their company directly to confirm the results, as well as confirmed in full preparation of the results from moisuture, sanding prep, proper application etc..  I have owned 5 homes as well as seen countless homes, and everyone has a drain floor located in them for cleaning up spills, washing vehicles, etc.  Maybe where your company is located this is not common, but I have also built two homes and this is a common practice also for future use of a garage if you plan on adding a bathroom, wash sink etc..  I am not accepting 50% off as I already paid in full for this product, and simply ask the company to stand behind its warranty of defect.  Similary if I buy paint from Sherwin Williams.  I prep the surface, prepare the surface, paint the surface and two months later it peels, they stand behind their product and offer a refund or new product, not offer a discount.

  Again, refusal of this will continue my claim with the BBB, my financial institution and also online reviews.

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

  Customer response

  05/20/2024

  I have attached the email exchange as well as the warranty form filled out.  The moisture test is not a test you can print out or something like that it is a physical test which I performed on two seperate occasions and CALLED Rust Bullet with the results which they said were satisfactory.

  Business response

  05/20/2024

  The correspondence you provided aligns with our records, and it is the only communication we have documented with you. We have confirmed with our team that no discussion regarding the results of any moisture test occurred. Your diligent preparation with sanding was noted and verified by our team, as reflected in the evaluation form you submitted.

  The mention of a moisture test from your side surfaced only after the issue was identified. It appears you subsequently asserted that you had conducted this test and claimed that one of our team members approved your results. However, we have found no evidence to support this claim. It is disheartening that your argument relies on a clear misrepresentation.

  We believe the submitted correspondence accurately represents the facts and our efforts to provide a fair resolution. Unfortunately, there is no further action we can take in this matter. Despite our best efforts to offer exceptional customer service, you have refused to acknowledge any responsibility. We have made numerous attempts to reach a resolution without success. We wish you the best in your future projects.

  Customer response

  05/21/2024

  
  Complaint: ********
  
  Because your employees can’t remember a conversation is not proof that the conversation did not happen. 
  

  Not satisfied  

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

  Business response

  05/21/2024

  *********, the employee who spoke with you, distinctly recalls the conversations prior to the start of your project. While there is no concrete proof available to substantiate these discussions, the verifiable facts are sufficient to support our position.
  
  The evidence, including the photos you provided, clearly indicates moisture contamination on the floor. This issue was not addressed at the root cause, and your claims arose only after the fact. We regret the failure occurred, but it was not due to a defective product; rather, it resulted from insufficient preparation on your part.
  
  We will not continue this back-and-forth discussion. The factual evidence we have is the basis for our decision, and further claims will not alter the facts. This is our final communication on the matter. While we are unable to assist further with this issue, we remain committed to helping all our customers achieve successful applications and projects they can be proud of. Therefore, we are still offering you a unique coupon code as a gesture of goodwill. This coupon provides a 50% discount and free shipping on your next order. It is valid for a single use and must be applied at checkout using the email: ***********************************. The coupon code is: **************.

  We wish you success in your future projects.

  Customer response

  05/22/2024

  
  Complaint: ********
  
  I am rejecting this respons.
  
  Sincerely,
  
  ********* *********

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