Complaints

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

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  Ever-Seal, Inc.

  Gallatin, TN 37066

  
• 

  Ever-Seal, Inc.

  242 W Main St Suite 311 Hendersonville, TN 37075-3318

  

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:02/16/2025

  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.

  Please see my review dated 2-4 2025. I initially wrote a review in hopes that someone from Ever-Seal would see my concerns about the job that was performed on my driveway, contact me or pay a visit to see my driveway and address my concerns so that we could correct the problems and finalize our transaction. Unfortunately, I have not heard from anyone so I am filing a complaint in order to try to settle this reasonably. I was advised to have other vendors to supply quotes to clean and seal the driveway (which granted would use another type of sealant which is why I chose Ever-Seal with the 25 yr. warranty in the first place). All of the other vendors thought the driveway had not been cleaned or that it was poorly cleaned with a floor cleaner that had a nozzle that was clogged and thus left the streaking. After finding out that it had been sealed, they expressed concerns that the dirt had been sealed in and that the sealant would probably have to be stripped before cleaning and re-sealing the concrete. I am a reasonable person and I feel that if Ever-Seal would be reasonable enough to come out and look they would see the issues along with the damage that were done to my yard and irrigation and we could settle this very easily. I paid $6167 as a deposit and will gladly pay the balance of $6167 upon proper completion of the job and addressing the damages. As stated in my review, I have been told they will not talk with me or address my concerns because the warranty is not in affect until the balance is paid but my issue has nothing to do with the warranty on the sealant but the fact that the job was not completed properly and the damages to my property.

  

  Business Response

  Date: 02/17/2025

  Dear valued customer, we sincerely apologize that your experience has been less that satisfactory. We strive to provide an exceptional experience to our customers and would love the opportunity to rectify any mistakes that you feel were made on our part. Please give us a call in office and our Office Manager would be more than happy to help. It is in Ever-Seal's best knowledge that she is already in the process of finding an amicable solution for you. 

  Customer Answer

  Date: 02/17/2025

  Ever-Seal has agreed to come to review the work that was performed three weeks from now. I hope that at that time we can we can resolve the issues. I would like to follow up with the BBB after that meeting. Thanks for your assistance!

  Customer Answer

  Date: 02/27/2025

  Ever-Seal has responded but they are not coming out to view the work until 3-7 so this case should not be closed yet.

• Initial Complaint

  Date:01/24/2025

  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.

  September ******. Brickwork EVERSEAL treatment was completed at my address. The technician questioned the effectiveness of his solution for my job with his company and they advised to continue. At the completion of the job, the technician,*****, and I agreed that the job was unsatisfactory and calls were made by him and myself to the home office. ******, office manager, and ***** ********, sales, assured me that the job would be satisfactory at end of 90day cure period. Pictures for proof were sent to ****** . An email was received from ****** **** on September 6 assuring me that once the 90 days passed, if job was not satisfactory, an arrangement would be made to redo areas of concern. On December 9 calls were made to ****** and ***** witness no return calls. A registered letter was sent on December ******* too CEO ***** ****** President of EVERSEAL regarding the situation with no response.

  

  Business Response

  Date: 01/25/2025

  Dear valued customer, you seem to be experiencing an efflorescence and calcium problem. Efflorescence is the result of excessive moisture in a brick wall. Sometimes new construction will develop efflorescence through the natural dry process, which is sometimes referred to as new building bloom. When the building dries, the moisture in the bricks bring the soluble salts to the surface, leaving white deposits. After the building dries, the efflorescence often will weather off on its own. However, if a building has a recurring efflorescence problem, moisture is getting in from somewhere. This might be from cracks in the bricks or mortar joints, missing or deteriorated caulking, poorly working gutter or downspouts, or something else. But thats whats causing the efflorescence and will have to be corrected to prevent it from coming back. During the curing process, the sealer will push everything possible to the surface, which includes efflorescence and calcium. Imbedded dirt can wash off easily in the rain, calcium will require some help from specialized solutions or concrete dissolvers. Depending on the extent of the underlying problem, I've seen it resolved with a couple of treatments, but also several years if left unaddressed. Ever-Seal was hired to clean and seal the project which was completed. While it's unfortunate that you are experiencing this problem, this is not a service or warranty issue. Ever-Seal is a penetrant, and as such is not a visual product. The cleaning process prior to sealing makes it visual initially, but this issue is outside of our scope of service. 

  Customer Answer

  Date: 02/07/2025

  Please contact me at **********   ********* ****** **************************

• Initial Complaint

  Date:11/28/2024

  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.

  I contracted Ever-Seal to seal my deck Dec 7, 2023. About 6 months after the process, I noticed my deck was cupping and turning gray and growing excessive mold. I contacted customer service for the claims department. They told me they didn't have one. They took my info and told me someone would be in touch. No one ever called me. I contacted the salesman, ***** ********, for help. After 2 1/2 months of excuses and ghosting, he finally came out to look at my deck. He blamed the condition of my deck on the sun, the shade, the rain. He even blamed it on the wood, suggesting that the it was not pressure-treated! and was from two different orogens and for those reasons my claim was not valid. When I asked him why does the scrap wood left over from my deck that wasn't sealed looks so much better than the deck, he offered to have his company come out again and repeat the process next spring. He stated that if I did not want it to gray, I would need to apply a conventional sealer 90 days after their product was reapplied. Why would I have this done again only to have to have my deck sealed again by someone else? The cleaner they applied, etched the paint on the foundation of my house, which was painted a year ago. They did not mask off my home to protect it from the chemicals, so I had to clean the windows and siding. I have new grass in my front yard that was just planted this spring that I didn't want to risk killing. ***** told me that I would have to remove the sunshade and plant stand that had been installed on my porch. After thinking it over and reading reviews, I decided to not have the process repeat. I asked ***** to take his materials and labor, use it somewhere else and give me a refund. He told me that he ran it by ***** ******, the CEO, and that a refund was not possible. I have emailed the CEO several times with no response. They claim "Permanent Sealing", "Seal it Once Forever" which is absolutely not true. This company should NOT BE IN BUSINESS!

  

  Business Response

  Date: 12/24/2024

  Your typical every day sealant can cause cupping. Ours is applied differently. The average sealant you apply to DRY wood. Ours is different as it has be applied to a completely saturated surface. Ours is also a penetrating sealant, while it uses the water to help it settle into the wood, our sealant also can aid in the drying process of the deck as well, so it would not leave it moist. It pushes out all the water and impurities as well. So I'm not sure how our sealant could have caused the cupping. If your deck is cupping after being sealed, it likely means the cupping issue was present before sealing, as the sealant itself doesn't cause cupping, but rather exposes the existing problem by protecting the wood from further weathering; this is usually due to improper storage of the lumber before installation, uneven moisture content in the boards, or poor installation practices, where one side of the board is exposed to more sun and moisture than the other, causing it to warp. As far as the greying that is your ***** natural defense or response to UV exposure from the sun. You can clean your deck and that can help remove some of the greying. You can also paint, stain, or apply a top coat and it will not affect your 25-year warranty. We always strive to provide top notch customer service and are sorry to hear that you feel neglected of that experience. We will definitely take your review into account and use it for training purposes moving forward. We are always open to constructive criticism and view it as a way to make our company better moving forward. We are available by phone at 844-EVER-*** should you wish to further discuss any issues or concerns you may have. 

  Customer Answer

  Date: 12/29/2024

   
  Complaint: 22616117
  
  I am rejecting this response because:

  Your so called sealing process does nothing to preserve the wood. My deck was new construction and had never had any type of sealer applied to it before your process. Wood should not start to grey in a few months. I have some pieces of the wood left from the build that look like new compared to what you did to my deck. Those boards are not grey and they are not cupping. My deck has muddy foot prints that will not wash off. It has nothing to do with the wood and everything to do with your product. I've got to have my deck sealed with conventional sealers, that's what my salesman ***** ******** told me. It's not once and done. In fact I've got to undo what your product did to my deck which is doing to require pressure washing and professional sanding.  I am respectfully requesting a full refund.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 01/07/2025

  Dear customer, I am very sorry that you feel that you did not receive the level of service that we strive to give our customers. But as previously stated you typical every day sealant can cause cupping, and was most likely already present at the time of installation. And sun exposure can cause greying. Our sealant is a penetrant and has nothing to do with the muddy footprints that won't come off of your deck as it leaves the top 1/8th of an inch exposed to prevent tripping. We do recommend using krud kutter or wet and forget on tough stains. Once again, you can also paint, stain, or apply a top coat for aesthetic purposes. After looking at your contract that you signed and agreed upon on 11/12/2023 we were unable to issue a refund after 11/15/2023. Ever-Seal stands behind our contracts and warranties, if you so choose to replace any boards we will happily come out and re-seal as stated in your warranty. As always we are available at 844-EVER-*** should you wish to discuss your concerns or schedule a follow up appointment for any replaced boards. 

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22616117
  
  I am rejecting this response because:

  My deck was new construction. Your treatment was the first and only thing that had ever been applied to it.

  I first started to notice greying, excessive mold growth and cupping after only a few months. The "sealant" was applied December 7, 2023. I called customer service May 31 to report this. I didn't get a call back so I reached out to the salesman ***** *******. I asked him to come look at the condition of my deck because I thought something went wrong with the proses. I was ignored and put off for 2 1/2 months before he finally came out on August 17th. After he offered to reseal my deck and told me I would still need to apply a conventional sealer to prevent the greying and mildew growth. September 4th I requested a refund. When ***** refused, I asked for his bosses contact info. He gave me a bogus email. The second email address I sent 4 requests for refund and never got a reply. This process was started 6 months after the application. It's only because of the lag and lack of response that this is taking so long. You are giving the same generic responses to all of your unhappy customers. Your rating is so low with the ******************** that ***** ******** gave a 5 star review trying to raise the 2.28 star rating! I will use every means available to expsoe this company for the frauds the are! I will take this case to the judicial system if necessary. Refund my money and lets be done with this! 

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

  

  Business Response

  Date: 01/20/2025

  After looking at your contract that you signed and agreed upon on 11/09/2023 we were unable to issue a refund after 11/12/2023. Ever-Seal stands behind our contracts and warranties, if you so choose to replace any boards we will happily come out and re-seal as stated in your warranty. We would love to rectify your concerns in a civil manner out side of the judicial system. But should you feel that is your only course of action, please note the section of your contract that states all legal proceedings must be filed in ****************. As always we are available at 844-EVER-*** should you wish to discuss your concerns or schedule a follow up appointment for any replaced boards. 

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22616117
  
  I am rejecting this response because:

  First, I would like to address the warranty timeline.

  I paid the deposit on1 11/6/23. Ever-Seal didn't perform their "sealing process" until 12/7/23 which is when the warranty period should begin. I called *********'s customer to start the warranty claim on 5/31/24, well within the 12 month period. They told me they didn't have a warranty department, but someone would call me back. What reputable business doesn't have a department to handle warranty issues? After calling customer service two more times with no call back, I reached out to my sales person, ***** ******** on 6/4/24. After a couple of months of ghosting and a bunch of excuses including five deaths in the family (sorry for your loss) and a trip out of the country, I finally got ***** out to inspect my deck on 8/17/24 (still within the 12 month window). After some heated discussion and a string of excuses, he offered to re-seal my deck, but wanted to wait until the following spring, which would have taken me well past the 12 month warranty period (very clever)! I had a couple of professionals come look at my deck. I'm attaching a statement from one of them. After hearing their opinions, I got back in touch with ***** on 9/4/24, and asked for a full refund (still within the warranty period).  As usual, I got no response. I reached out to ***** again on 9/11/24. He claimed that he had discussed my situation with ***** ******, the CEO of Ever-Seal, and that ***** denied my request. I asked ***** For ******* email because I wanted to communicate  directly with him. I was given a bogus address, *************************************. I once again asked ***** for ******* email. The second time I was given *************************************. I sent several emails to this address between 9/12/24 and 10/19/24, but never get a response from *****. I filed a complaint with the BBB 11/28/24, still less than 12 months from the time of service.

  Ever-Seal relies on repeated delaying tactics to wear customers down and make them want to just give up, or fall outside the parameters of their so called warranty period! I WILL NOT GIVE UP!!! 

  Secondly, I would like to address your so called "sealing process".

  Your product offers no UV protection, no waterproofing, and no stain resistance. It causes wood (new wood, as my deck had only been built a few months and had no prior sealing of any kind) to warp, crack, and mold within a matter of only a few months! How can you even call your product a sealer? If any boards do rot, (which they probably will), you don't replace them, you only offer to come back out and "seal" the new wood with the same thing that didn't work the first time! WOW! WHAT A GREAT WARANTY YOU HAVE!!! I will not be satisfied until I get a full refund. 

  If you visit Ever-Seal's Face Book page, you can't post anything. If you leave a negative comment on one of their posts, they will block you and delete your comment. I will continue to use every recourse available to me including the ************************'s *****************************, the South Carolina Attorney General, and every form of social media available to share my Ever-Seal experience, so that hopefully no one else is duped by this despicable company! I have family in ********, which is only about an hour from ******, so if this does go to court, it will give me an opportunity to visit with them. 

  You took $3404 form me! Just refund my money so we can both move on!!!
  
  Sincerely, 
  
  ****** *****

   

   

• Initial Complaint

  Date:11/13/2024

  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.

  Contract was signed with ********* estimator on 8-23-24. I put down a deposit of $1,404 (50%) to have my steps sealed using the product. I was told the weather did not affect the application process and work could be completed before winter. Original date for the completion of the work was first week of October. Company cancelled because they could not get their product. Rescheduled for November 6, 2024. Installer showed up and said he could not perform the job because the work order was not written properly and it was too cold to remove the seal on the steps and apply new product. I call the company and ask for my deposit back and they told me I was beyond the 3 day cancellation. I did not want to cancel, installer told me he could not do it. Company said that might be able to do it when weather is above 70 which will be six months from now. Which it is still undetermined if it will work.

  Customer Answer

  Date: 11/26/2024

  I have not heard anything from Ever Seal and I am not satisfied with their actions.  The installation specialist was supposed to speak with the CEO about my complaint.  I asked when I would hear something back from them.  The employee said it would be days.

   

  

  Business Response

  Date: 12/17/2024

  I am very sorry for the unpleasant experience you have had thus far. We are now under new management and are hoping to move onward and upward in better serving our customers. The chemical listed on your bid sheet does need working temperatures of ***************************************************************************************************** March. We are also in the process of settling your chargeback case should you decide moving forward is not something you wish to do. Please give us a call at the office at ************ if you wish to discus this matter further.  

  Customer Answer

  Date: 12/21/2024

   
  Complaint: 22551664
  
  I am rejecting this response because:

  I appreciate the response from Ever-Seal Inc. regarding this complaint.  However, I rejected the response because I do not wish to move forward with them at any future time.  I am waiting the chargeback case (disputed credit card charge) to be settled and an update from the bank that the matter has been closed.  Please do not close the complaint until I received notice that my credit card has been credited for the amount of my deposit.

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

  

  Business Response

  Date: 12/23/2024

  Dear, Mrs. ****** while your chargeback case is still in negotiation we are unable to refund you. We would once again like to make you aware that we are happy to come and execute your installation should the chargeback not be in your favor. We are always available should you ever need anything from Ever-Seal. 

• Initial Complaint

  Date:11/04/2024

  Type:Sales and Advertising 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 had my deck cleaned and sealed. The cleaning and sealing wasnt done very well and I would like them to come fix it.

  

  Business Response

  Date: 11/05/2024

  Hello, Mr. ******** The contract that you signed with us on September 3rd, 2024 states that while Ever-Seal will make every effort to remove any previous stains, we can not guaruntee complete removal of stains. The pictures you have sent in via email are of the underside of your deck. The underside was not listed on the contract as one of the areas being sealed. As you are still in your 90 day curing process, our sealant will continue to push out any impurities in the wood. 

• Initial Complaint

  Date:07/13/2024

  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.

  On May 3rd, 2024, my husband and I signed the paperwork to pay EverSeal $3,206 to seal my sunroom with a 25 year guarantee. My sunroom has 18 windows and two glass doors. The salesman, ***********************, specifically wrote in my contract, "Tape exterior windows and door glass." (See document below.) When EverSeal employees came out to apply the product on June 19, 2024, they were running late and did not tape the windows. When they finished the work and wanted to collect the remaining 50% of the payment, I was shocked and said, "Wait a minute, you're finished? You didn't tape the window?" The worker said he knew more than the salesperson and that the windows didn't need to be taped. I immediately called ** and he said they should have taped the windows. He added, "Sometimes people just don't listen." *********** remained on the job for 5 hours and scraped the windows with razor blades. I could hear the scratching from the inside. I went out and said, "Please don't scrape dry windows with a razor blade" and gave them a bottle of windex and cloths. At 8:20 I asked them to leave as it was growing dark. There was still film on the windows and I could also see scratch marks etched into my new windows which costs over $10,000. Al, the salesman, came over a week later and tried to clean the windows of the remaining residue. He could not get the film off the windows and he disregarded the scratches in the glass saying, "The scratches are small." He called back within a week and offered to send a glass cleaning company to clean the windows which I would pay for out of my pocket and then reduce the amount of money I owe the company. Again, he disregarded the scratches in the glass. I have not heard from a glass cleaning company. We have no assurance that the glass cleaning company can get the film off the windows and we would be out additionally money. My husband asked, "What happens if the windows cleaning company can't get the film off the glass." No comment.

  

  Business Response

  Date: 07/19/2024

  I've spoken to the estimator and the installation team regarding this complaint. While I agree that the project could have been protected better, some projects and weather conditions would cause any plastic protection taped up to blow off as soon as we started washing the project. We've place several calls to processional window washing companies in the area, but have not found much interest in a project so small. (and I did not instruct the client to pay for it). The estimator is out of town for the next several days, but will be letting me know when he's scheduled back in the area in the next few weeks, at which time i'll come remove the few spots on the windows personally. We will be requiring payment for the remaining balance at this time.  

  Customer Answer

  Date: 07/29/2024

  This is in response to complaint number ********.  I must have missed your earlier email.  This problem has not been resolved.  There were no weather conditions on the day the service was offered that kept the company from fulfilling their contract to tape the windows.  It was a beautiful sunny day. When I asked the technician why he did not honor the contract, he indicated that he knew more than the salesperson and that the windows did not need to be taped.  In actuality, the technicians were running late and I believe they just skipped this step because they were running late. However, when I called the salesman the day of the service to complain that the windows had not been taped, the salesman immediately told me that the windows should have been taped. The salesman said, " . . .sometimes people just don't listen." The salesman called the technician and then told me the technician would clean the windows. The technician scraped the dry windows using no water.  The scratching was so loud that I went out and found that they were scraping the dry windows without using any water. Therefore, my husband and I gave them a can of windex and rags.  

    I've been working with this company to solve this problem and this is the first time anyone has said that this neglection of honoring their contract had anything to do with the weather.   The technicians were here for five hours scrapping the dry windows with razor blades and scratched the windows.  EverSeal has not taken responsibility for not taping the windows or for the damage that occurred as a result of the technical not honoring the contract that specifically stated that the windows would be taped prior to the administration of the seal. Not only do my windows need to be cleaned of the stain, but these are new windows and at least two of these large glass windows need to be replaced or compensation is expected.  The company has been very difficult to work with. The salesman did, indeed, tell me that he was going to send out a window cleaner and that I would be responsible to pay for the cleaning and that he would deduct that from my final payment; however, there has been no discussion of how they would fix the scratches on my glass. 

  Customer Answer

  Date: 07/29/2024

  This is in response to complaint number ********.  I went back through all my emails and I have not received any information from BBB except when I first wrote the complaint and then today.  Just minutes ago, I sent in my response to today's email from BBB.  Thank you~

  

  Business Response

  Date: 08/07/2024

  I had to go out of town for an emergency but will be coming out with ** personally to buff out the spots on the glass that can be fixed. I'll coordinate with **'s schedule as soon as I get back in town. My apologies for the miscommunication.  

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 21984956
  
  I am rejecting this response because: Although I'm hopeful that the stains can be buffed out, EverSeal did not address the fact that his workers put scratches in the glass windows as a result of trying to remove the stains with a razor blade on dry glass and not following the the directions specifically stated (hand written) in the contract.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 09/20/2024

  The job has not been completed.  It's been three months.  How can you say they have addressed the complaint. They have not. 

• Initial Complaint

  Date:06/24/2024

  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.

  On 6/11/21 I hired Ever-seal to seal my new deck. Per their ads, this was suppose to prevent warping, ********* bee damage, and splitting for life and included a 25 year warrenty. This spring (less than 3 years later) I have significant damage (warping, ********* bee damage, and splitting). I emailed *************************. He said to have someone fix it, send him photos, and that the office would handle the claim. After sending repeated emails, I never heard from him again. The contractor invoice has not been reimbursed. I filed a claim with Discover. Ever-seal never responded to their inquiry so the case was closed. It is obvious to me that the Ever-seal product is not as advertised. I am requesting a full refund of my purchase.

  

  Business Response

  Date: 06/25/2024

  As thoroughly explained in our presentation, paperwork,warranty, and again by our estimator, installers and office team, Ever-Seal is a penetrant that helps deter further deterioration in wood and concrete. While we strengthen the wood and make it non-porous, we specifically address that we cannot guarantee that no further defects in the wood will present themselves,especially with the softer and poorly treated wood that is being sold today. We do stand behind our system by continuing to Ever-Seal any wood or concrete free of charge for the full 25 years of the warranty period, which fortunately is rarely ever necessary for vast majority of our clients.
  In this instance, the majority of the damage mentioned if due to a faulty design in the clients railing system. There are 8 foot spans of wood with zero support in the middle. The metal spindles are simply set in holes drilled along the board with nothing more to secure them in place. As the unsupported board naturally begins to sag over time, the spindles fall from the holes and require repair. This is not due to a failure in our service, but rather a lack of bracing under the rails to support the boards.
  Since the wood is stronger and tastes like silicone, Ever-Seal naturally ****** ********* bees and termites, which being creatures of nature will normally migrate to easier targets. We make no guarantee that someone will never see a bee again. From the few pictures sent, it looks like up to 2-3 holes started by bees over the past 3 years since the wood was sealed. That sounds like its working well.  The splintering at the edge of the top rail is commonly due to natural pre-existing defects in the wood. We also noticed from the pictures that the wood does not look like it has been cleaned since 2021 which we clearly recommend annually to maintain a newer wood aesthetic.
  Should this client like for us to come and reseal her new boards free of charge, she simply needs to contact our offices to get that scheduled when were next in her area. As clearly stated in her warranty, we do not pay for repairs, especially when they fall well outside of our realm of responsibility. Ive attached a copy of our warranty that she received for reference.  

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21893290
  
  I am rejecting this response because: Response provided by vendor is inaccuate.  Rail is 6 long.  The bottom rail did not sag.  The top rail warped in an upward direction.  I have 6 bee holes and they all occurred this spring. Which tells me that whatever you applied lasted 2 years at best.  Your print ad is misleading, showing the before and after and saying Better than pressure washing, lead me to believe that my new deck would continue to look like new for life without pressure washing. (photo of ad attached for reference.)  I did not receive a copy of the warranty until after installation. It was then that I found out that all you intended to do was respray the same ineffective material if product fell short. The warranty was sent by mail in a padded envelope postage due.  Power washing is a personal decision and not a requirement for the product warranty.  I have contacted you multiple times and have gotten no response after the initial response from *************************** on 3/29/24 stating to hire a handyman and that the office would handle the claim.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 07/01/2024

  We cover our service, paperwork, and warranty in detail as part of our presentation BEFORE our clients make a choice to move forward. Our paperwork was signed and initialed that it had been read and understood. We even give our clients a 3-day right to cancel as a courtesy in case they change their mind later. We fulfilled our service obligation and are committed to standing by our warranty terms that were agreed to. It is highly unethical to demand to change those terms years later because someone suddenly changed their mind. 

  You're welcome to not reinforce the railing as designed, and we'll be happy to continue to come back out to seal those boards that have to be replaced free of charge as many times as needed. I would recommend using a better quality of wood to begin with to prevent these issues, something like YellaWood that has been kiln dried and normally has far less defects that lower grade wood from ****** and *********** But either way, your warranty is still good for the full 25-years. 

  As for the bees, we are not an insecticide. Ever-Seal does not kill bees. Ever-Seal makes the wood more dense, and it tastes like silicone. Creatures of nature will normally find a much easier target to chew on, but that does not mean that you might not have a determined bee give it a try from time to time. To control ********* bees, you have to control the larva since ********* bees have a memory and will come back to where the were born. This is why bee issues normally get worse over time. If you see a hole drilled, you can spray some brake cleaner or WD40 into the hole to kill the larva, and then fill the hole with a normal household silicone to prevent more bees from trying to lay more larva. Traps can help as well, and for really bad issues, a product called Demon can be found at your local co-op. 

  I've been taking care of thousands of clients every year for almost two decades now. Customer with smaller decks like yours to clients with eight figure homes. Brand new builds to log homes more than 100 years old that were infested with ********* bees. We know our service works, and it's well documented. But we have never been successfully extorted into paying for issues that are simply beyond our control and that could not be predicted. We follow our agreement to the letter, as we're agreeing to do now. Just as any reputable and honorable business should. 

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21893290
  
  I am rejecting this response because:  I did not "change my mind" as vendor accused.  I would like nothing more than a trouble-free deck like I thought I was purchasing.  Product did not measure up to promises/sales pitch made. 

  Re: warped railing... vendor said bottom sagged due to incorrect installation. When I refuted "no. Upper rail warped in upward direction," vendor changed their story to "low quality materials were purchased." 

  Re: bee damage... vendor said 3-4 holes over 3 years is normal (which was not mentioned when I purchased.).  When I refuted that I had 6-7 holes that all occured this year, vendor changed their story to " bees return to where they were born, so damage increases yearly", which doesn't make any sense as all the damage was in 1 season. 

  Vendor has told BBB that they would respray deck. Then they said they would spray the new wood. (Both of these 'offers' would be at their convience.  I have emailed vendor multiple times before contacting BBB (as documented).  Vendor has been unresponsive to multiple attempts to contact re: issues.  I no longer wish to be in a relationship with this vendor.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 07/11/2024

  Ever-Seal's position is very clear and agreed to in writing. While these are very rare instances, should any Ever-Seal treated materials need to be replaced by the client, Ever-Seal will come treat the new untreated boards free of charge for the life of the warranty. Simply give us a call if you need to schedule treatment of any new boards. 

• Initial Complaint

  Date:06/18/2024

  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.

  On March 10 2021 we contracted with Ever-Seal of ************** to seal our 4 year old deck.The product guarantees for 25 years your deck with be protected.3 years later I have 750$ worth of repair from rotten boards.The guarantee explicitly says prevents further rot and decay.The product failed and I want reimbursement for these repairs and any future repair for the next 21 years of my warranty

  

  Business Response

  Date: 06/19/2024

  I can see in our system that our office staff explained that should anything have to be replaced in the future, we would gladly come out to seal any replaced wood or concrete under the 25 year warranty. While we cannot stop, nor claim to stop, any existing rot in wood, our system is excellent at preventing rot from starting in the first place. Could you forward some pictures to our office so we could confirm that this is what you're experiencing? Many clients mistake the graying in wood as rot, which is actually the wood's natural defense against UV light (hence why the trees are gray). As Ever-Seal is a penetrant that leaves the top eighth inch or so natural, this is a natural occurrence that's easily rectified with annual cleaning as we recommend in your paperwork and presentation.  Again, although it's a rare necessity, we're happy to come back out to seal any wood that has been replaced for the full length of the warranty, but we do not replace boards ourself or reimburse for them. 

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21867366
  
  I am rejecting this response because:

  Your guarantee clearly states that your product prevents further rot and decay those are the exact words in your contract.

  One of our chairs legs literally went through the deck floor and that board and four other boards were not gray they had turned black in sections and had to be cut out and replaced. Also one of the support boards underneath had partially rotted out that these were secured to and had to be replaced.

  Your product failed to prevent this, at 2300$ it is a terrible deal.

  Now you offer to come out a spray some more of this product that did not work in the first place so my new boards can rot in 4 years?

  This is not an acceptable response, I am willing to accept the repair costs 750$ and you can keep the free respray of product that does not work.

  A company that stands by a product is a company I will help promote not a company that uses any excuse not to honor their guarantee.

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

  

  Business Response

  Date: 06/24/2024

  Today's wood is grown faster through the use of growth hormones causing the wood to be much softer, more prone to rot, warping, and other defects. This is a big reason why Ever-Seal exists, to help address these issues. However, there is no product anywhere that could guarantee fixing or stopping existing defects in the wood 100%, and you should steer clear of anyone making a claim like that. Ever-Seal does a great job of helping to address these defects in today's wood, but in no way promises that defects present in the wood prior to sealing will not present themselves over time. We do the next best thing though, as per your warranty (attached) we will reseal any boards that you ever have to replace free of charge for the life of your warranty (25 years). While it's rare that we ever have warranty claims, there is absolutely no way to prevent some issues from time to time. In your warranty, we clearly state that we will not replace, repair or pay for the affected wood or related property. We explained this when you called our office and reiterating it again now. Whenever you're ready for us to seal the new boards for you, please give our office a call.  

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21867366
  
  I am rejecting this response because:

  The warranty clearly states prevents further rot and decay 

  Your product failed and you as a business failed to at least meet your customer half way.

  I would be a fool to have you come and spray the new boards since your product and warranty mean nothing.
  I regret purchasing your product and the way you are dealing with this situation is very poor business 

  I will be glad to share my experience with others looking to make a decision for future customers.

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

  

  Business Response

  Date: 06/25/2024

  To be clear, what you're demanding is for Ever-Seal to pay you $3050 ($750 for repairs and a $2300 refund for services that were completed in full) because you replaced 5 boards three years later out of an entire deck that, based on experience, was likely due to natural pre-existing defects in todays wood, all without any visual proof or receipts? While I empathize with your frustration and the need to find someone at fault, I can't even blame the lumber companies for selling low quality wood because old-growth wood just simply isn't available at an affordable price anymore. Luckily for us, warranty claims are a rare occurrence for Ever-Seal, but as always, we have to defer to the warranty as written. 

  What the warranty clearly states is the following - 

  What is Covered:
  This warranty covers any failure of our work to perform as stated in our written statements and specifications that have been given to you, with the exceptions below.
  What Ever-Seal Will Do:
  If our work fails to meet this standard, we will re-apply the sealant during the warranty period, without any charge. We will not replace, repair or pay for the affected wood, masonry, concrete or related property
  What is Not Covered:
  This warranty does not cover: defects, decay, damage or imperfections that exist in the wood or masonry prior to our work. Casualties, intentional damage or acts of God that *** harm the wood or masonry. Any property attached to the wood or masonry that we have sealed. Consequential damage or loss of use. Any other product applied to service area after service has 
  

  

  Business Response

  Date: 07/01/2024

  We cover our service, paperwork, and warranty in detail as part of our presentation BEFORE our clients make a choice to move forward. Our paperwork was signed and initialed that it had been read and understood. We even give our clients a 3-day right to cancel as a courtesy in case they change their mind later. We fulfilled our service obligation and are committed to standing by our warranty terms that were agreed to. It is highly unethical to demand us to change those terms years later because someone suddenly changed their mind or had some issues that could not be reasonably prevented. 

  A chair leg went through a deck board? Were there defects in the board? Was there damage to the board underneath by bees, termites, squirrels, wood peckers, etc.? Was there 4 adults standing on the chair at the time? Had someone been practicing juggling chainsaws? It sounds ridiculous, I know. But it's just as unreasonable for us to be expected to pay for damage when we can't know the root cause. This is why our warranty is clearly written as it is, but even if the damage had been intentional, we'll still come out free of charge to seal any boards that had to be replaced. And for the record, we would never recommend using someone that quotes $750 to replace 5 boards.  

  I've been taking care of thousands of clients every year for almost two decades now. Customer with smaller decks like yours to clients with eight figure homes. Brand new builds to log homes more than 100 years old that were infested with ********* bees. We know our service works, and it's well documented. But we have never been successfully extorted into paying for issues that are simply beyond our control and that could not be predicted. We follow our agreement to the letter, as we're agreeing to do now. Just as any reputable and honorable business should. 

  Customer Answer

  Date: 07/09/2024

  This business did not act in good faith, the product failed.

  The response this person gave was demeaning and quite sarcastic.

  Funny how this person thinks 750$ for five boards is too much ( one being a support board under the deck which is a very hard board to replace) but is ok charging me 2300$ for basically spraying a product which failed, possibly a bad batch I dont know.

  Not only did this person act un business like but never at anytime offered to send a person from the company to see the damage that occurred.

  I also had to replace two steps and a step support board and if this person had come they would have seen easily a 1000$ worth of damage from an inferior product that I paid 750$ to fix.

  As I stated earlier I will gladly tell anyone who asks me how I was treated by this company.

  Thank you BBB for hearing about this poor warranty which clearly states will prevent further rot and decay

  Obviously this company is a scam.

• Initial Complaint

  Date:09/15/2023

  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.

  I contracted with Ever-Seal to seal my concrete patio. Now, five months later, it is looking the same as before sealing. I have green mold and dirt stains that wont wash off, though I was assured they would. I think there are at least a couple of areas that need to be resealed, but the company refuses to do so. They claim (incorrectly) that there is no warranty coverage for this based only on photos I sent. They could and should have sent someone to look at it before denying the claim. Looking at all the other complaints filed by customers that have gone unresolved, I am amazed the BBB gives this company such a high rating.

  

  Business Response

  Date: 12/11/2023

  We have spoken to customer. He wasn't in agreement with our response. Our seal is not a top coat. It is a penetrating seal that protects from the inside out. The top 1/8th is still open to the elements and will get dirty and depending on how much moisture the surface gets, mold may develop. It must be washed more in the areas that get a lot moisture to keep it clean. There is never a reason to re-seal once our seal is applied . It will last at least 25 years.

  

  Business Response

  Date: 01/16/2024

  As explained to the client, and also explained in our presentation and paperwork, Ever-Seal is a penetrant that is designed to fill the pores of the concrete from the inside. The excess is designed to evaporate off at the surface leaving the top 1/8th inch or so as exposed concrete as to not leave a slippery finish. This also allows clients to stain, paint, or apply a top-coat if desired. The curing process will push anything not removed during the cleaning process to the surface. Since Ever-Seal expands inside the concrete, it is not possible that the concrete was not sealed properly as the client has stated. Our process applies our sealer in both directions, intentionally over-sealing our projects to prevent this from ever happening to our clients. After reviewing the before and after pictures, along with the pictures the client sent in, there is a clear path of red clay **** (which has a dye in it) being tracked by the dogs. The green spot does not appear to be mold, but something from a spill or urine. With what's being track across the concrete, I would recommend soaking the area down with a heavy duty concrete cleaner and thoroughly powerwashing. This will be easier since they're only having to clean the surface due to teh rest of the concrete being Ever-Sealed. I would also recommend applying a strong top-coat to help resist future staining.  

• Initial Complaint

  Date:07/13/2023

  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.

  The company signed a contract with me on 6/5/2023. The installation was to take place with six weeks. The company has now reached out to me three times to reschedule. The last time was today, forty five minutes before the ******* time to complete install. The company has no credibility, and I seriously doubt the y ever intend to complete this process. I have requested a refund of my fees, and to cancel the contract. I am being given ******** about being outside of three days.I am now waiting on a call back from upper management. I doubt this will ever happen.

  

  Business Response

  Date: 07/13/2023

  I reached out to Mr. ******* today and the scheduling issue has been resolved.

  Customer Answer

  Date: 07/27/2023

  The company has set a new date for work to started and completed. Nothing has been resolved. I will respond when the company completes the work I paid for in June.