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PermaSeal complaints

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782 Spirit 40 Park Drive
Chestefield, MO 63005 | Get Directions

(636) 733-6828

http://www.permasealusa.com

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Total Amount in Dispute:
$5,100.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against PermaSeal closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against PermaSeal

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2/12/2023

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $5,100.00 Amount Settled: $0.00

Customer Complaint

12/20/2022

A Permaseal representative visited my home to give me an estimate on sealing my 2 decks. He assured me most of the prior stain would come off because they have a solution that removes the existing stain. Well, the procedure left a lot of stain and now my deck looksike crap! And the price quoted was ridiculous for the job. I called several times and was told it was in the contract that not all the prior stain would come off. Thats not what was indicated to me. I asked for a manager to come out but was told no.....only that someone would do over the stain spots. I said I'd give it a try 1st and I told the person not to bother because he said it would not get a d the company would not adjust the amount I paid. O feel Permazeal should reimburse me enough to have my deck professionally stained as a result of their poor workmanship. I told the guy who came out to have someone call me about this matter. He said they were having a Thanksgiving party and someone would call me later that day. I have not received a call yet. Resolution Sought Reimburse me enough money to have my deck stained.

Company Response

1/4/2023

On 11/22/22, the complainant refused to allow the installers to sand and address the concerns. The crew were not allowed she told them she want a refund for the cost of re-staining the deck. This crew was sent as a courtesy, attached is our statement of understanding that is signed by the customer that we DO NOT guarantee 100% removal of color. (5th box down on the Statement of Understanding Page.) The fact that we did try to sand her areas of concern as a courtesy, and were not allowed to was not on the company or its installers. Our signed contract with the complainant does not state that we will pay to re-stain her deck after we clean and seal it and warranty it for 25 years. It does state that we will do our best to remove as much color as we can but we cannot guarantee 100% removal.

Customer Rebuttal

1/26/2023

I am going through BBB and the Attorney General's Office at this point since I have gotten no indication that they will return my money for poor quality work.

Company Final Response

2/9/2023

On 1/23/22 after refusing to allow the installer to complete the spot sanding customer filed a complaint with the BBB. She called in again on 1/25/23 & stated: "that she is not going with the Alliance Co anymore for her complaints she has chosen to go to BBB & AG & will take it to small claims if those 2 don't work for a full refund. She stated the deck looks like crap & has splinters & the white never went away after the 90 days. I told her we can come out spot sand the splintered areas & rewash for the areas that are still white. She said NO she does not trust our Co we ruined her deck & she wants true professionals out to fix the deck we are not going to ruin her deck anymore then we already have. She then proceeded to tell me that my response to the BBB was all lies like the salesman's lies & that she hopes I feel good. I told Mary if you are unwilling to allow us to return & spot sand & rewash then we cannot do anything for you. She said you can give me a full refund is what you can do. I told her we have offered twice to correct and fix the issue and she is the one that has refused and she said if you're not giving me the money back I will see you in court bye & hung up.

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