ComplaintsforPerma Seal USA LLC

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was told by my salesman, ****, to stop cleaning deck that almost all of the stain would be removed, except for knots in wood, and maybe a few other spots. I was told it would take a big part of the day, however they were only here for 1.5 hours. As you can see in the picture where the salesman cleaned a small spot with a squirt bottle and paper towel, that removed more stain than they did. I called the company while they were here, and was told it was up to their boss. I was also told the crew would be local, but they were from ********* and said they wanted to get home that day. I sent an email to *** ******, but he would not return my call, only sent an email, pretty much saying too bad.

  Business response

  10/01/2024

  We did in fact attempt to call the customer several times, but the phone went silent every time, thus the email was sent to address any issues. 

  In our contract we document several points and one of the is that we will remove the stain, dirt and ****** and bring it as close to natural as we can, based on age and conditions. We explicitly document that we do not guarantee 100% removal of the stain, and we do not guarantee looks or color. Attached is the contract with highlighted areas pointing out these specifics.

  Every project we complete is different and it is impossible to be specific with how long it takes, but we inform customers that most jobs are completed in one day.

  Our warranty is against rot and decay, not looks or color. If rot or decay should occur all the customer have to do is to contact us, and we will address it.

• Initial Complaint

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I can see no benefit of the product as they claimed before application.

  Business response

  09/09/2024

  PeamaSeal has not been contacted by this customer, we will be happy to address any issues of concern.

  Our sealant is inside the concrete and not a coating on the surface.

  Thank you.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our driveway was poured a few years ago and has some cracks and pits/holes/divots in the surface. We decided to ask PermaSeal if using their product on our driveway would prevent further damage. The representative took pictures of the current problems, which we knew were pre-existing and would not be covered by the warranty. We were told their product would bond with the concrete and prevent further damage. We were not told what kind of damage had already happened, but we understood that it would be prevented. The product is guarateed for 25 years. This product was applied less than a year ago and there are many more pits/divots/holes. Permaseal is refusing to honor their warranty and blames the problem on the way the concrete was finished. Whether this is true or false should not matter because their product was supposed to protect against further damage.

  Business response

  07/30/2024

  PermaSeal is an internal seal, that protects the concrete from the inside, and it is not a topcoat.

  Customer had several preexisting pops or popping and comparing the pictures taken before the installation with the pictures the customer sent to us, the pops are identical to the ones already there. Further we do not warrant pops or popping that occurs on the surface.

  Customer response

  08/03/2024

  Complaint: 22063186
  
  I have reviewed the business' response and am rejecting it because:
  
  We have heard this response from Permaseal before.

  What Permaseal fails to acknoledge is the salesman that we talked to did not explain the condition of our driveway damage as "pops".  The type of damage was apparantly known by Permaseal.  It is expected that the customer be aware of different types of damage that can occur in concrete construction.  The Permaseal salesman went on to tell us that the application of their product would prevent any further damage to our driveway.  Anyone using the BBB site to check on the practices of Permaseal may want to think twice before hiring them.  As seen, Permaseal did not turn out to be a good company for us.

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

  Business response

  08/06/2024

  PermaSeal want all customers to be satisfied but this was very evident that it was a preexisting condition that we do not warrant against, which is in all the contract documents the customer signed. ************************** sealant seals from the inside and do not eliminate preexisting issues.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  we had perma seal put on our deck in 2018 and it came with a 25 year warranty. The company refuses to honor their warranty or refund our money. Because of their failure to honor their warranty our deck is rotting. They have used a sealant that does not cover as they have advertised.

  Business response

  06/21/2024

  PermaSeal is honoring the warranty for this customer, a copy of the warranty is attached. It clearly states the following"

  "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"

  PermaSeal is happy to re-apply the sealant for this customer, however it seems this customer want something different than what their warranty states that PermaSeal will do.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As a new homeowner I had concerns about my deck. I contacted PERMASEAL who sent two men to my house on March 18, 2024. They inspected my deck and took measurements. They informed me that a few boards were rotting and would need to be replaced before the deck could be sealed. The men appeared trustworthy. I relied on their expertise, as I know nothing about decks. I was told that if I signed the contract that day, I could save $2,399 off the retail price. That sounded like a good deal, so I paid a deposit of $2,491.00. I was told I had 3 business days to void the contract. At the time, I had no thoughts about canceling.I soon learned how incredibly unrealistic that 3-day cancellation policy was. Three days didnt allow enough time to get even a single quote to replace the rotten boards, let alone two or three. It wasnt until early April that I was able to get my third and final estimate. Most importantly, all three of the deck experts informed me that not just a few, but that a great many of boards were compromised and would need to be replaced. They also determined that the support system of the deck needed to be replaced. This was going to cost me several thousands of dollars. I knew it would be impossible for me to afford to do both the repairs and the sealing. Armed with this information, I made several calls to PERMASEAL, telling the representative that I needed to cancel. Each time, I was told that the person I needed to talk to was out that day. I suspected that they were avoiding my calls. I admit that as a single woman and new homeowner, I am relatively **** about home repairs. However, given the poor condition of my deck, I feel misled by PERMASEAL salesmen, who should have known that my deck was inappropriate for their service. It is unconscionable that PERMASEAL be allowed to keep my $2,491.00 deposit when they will no longer be providing any service. Im a nurse and I work extremely hard for my money. I feel taken advantage of by this company.

  Business response

  05/24/2024

  This customer entered into contract with ************************** on 3/18/2024, the customer signed all the documents including the notice of right to cancel that is required by law, and not a PermaSeal policy.

  On 3/22/2024 at 4:30 pm PermaSeal left a message for the customer to schedule installation.

  On 3/25/2024 at 12:19 pm customer called informing ************************** that she wanted to cancel the contract and was informed it was past the cancellation period, customer then asked to speak to a manager.

  On 3/28/2024 at 2:42 pm a manager called and left a message for the customer.

  On 4/9/2024 at 3:37 pm a manager called again and left a message for the customer.

  There is a legal binding contract that both parties agreed to and must adhere to, by law. PermaSeal have spent considerable administrative time and cost, paid commissions and ordered products for this customer.

  ************************** stand ready to fulfill our end of the contract whenever the customer is ready for the installation. 

   

  Customer response

  05/25/2024

  Complaint: 21754867
  
  I am rejecting this response because:
  I was misled into signing the contract with your company. Your salesman told me only a few boards would need to be replaced before I could get my deck sealed. As it turns out, almost 1/2 of my deck needs to be replaced. The 3-day cancelation policy did not give me sufficient time to gets quotes on the needed repairs, in order to cancel within that timeframe. These extenuating circumstances would surely be taken into account by any honest company. 
  
  
  Sincerely,
  
  ***********************************

  Business response

  05/29/2024

  We do not mislead anyone; we are very upfront and point out obvious visible issues. We have completed more than ***** jobs, and everyone sign the same legal binding contract.  

  Customer response

  05/30/2024

  Complaint: 21754867
  
  I am rejecting this response because: PERMASEAL stated that they were "upfront" and that they point out obvious visible issues. Had that been true, they would have told me that my deck was not appropriate for sealing without considerable repair at considerable cost to myself. Had they actually been upfront, I would have never signed their contract. Furthermore, their 3-day cancelation policy is extremely unfair and unrealistic. It wasn't nearly enough time for me to gather the information I needed to make an informed decision.
  
  
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Work was completed on Feb. 3, 2018. We paid $25,000 for cleaning and permanent sealing of the house and the concrete driveway.The PermaSeal brochure used by the salesman (***********************) includes these statements: "Prevents rotting, decaying and further damage from moisture. Prevents mold, *************** growth, Permanent one-time solution. 25 year guarantee." (brochure photo included)Five years later, I have *********** and ************* growth. PermaSeal claims the rot and decay were 'pre-existing but just not visible'. They say the ************* growth is 'maintenance' and suggest I buy Krud-Kutter and clean the house myself.I have spoken with PermaSeal several times over the past 9 months. I have emailed pictures. I have made my concerns known via phone calls and in writing. I have been scheduled for a visit from a representative four times in the past 9 months. Two of those were no-shows. Twice a representative has come but not to address my concerns, only to spray sealant on a stair hand-rail I replaced myself because of rot earlier this year (PermaSeal has been difficult to communicate with. I call, am forwarded to a representative who doesn't answer, I leave a message and never hear from anyone. A rotted handrail was unacceptable for safety reasons. I had to replace it). Communication has improved somewhat over the past few weeks (calls answered and returned) but no resolution has been offered.The ad for PermaSeal that informed me of the company continues to appear in the ****************** (distributed by the ******************************* but is scaled down from the one appearing in 2018 which matched the brochure (photo included). I have included pictures to show rot, mold, mildew and fungus in my wood.

  Business response

  11/17/2023

  When there is an appointment with a potential customer, the potential customer is shown a detailed presentation of the entire process. That includes presenting a copy of the warranty and explaining the warranty as well as all the other slides in the presentation. Once a customer is sold and the project is completed, a copy of the warranty with the customer's name on it for verification purpose, is mailed to the customer. When this job was sold in 2017, we used a different product and had a different warranty than we have for the product we use today. The warranty in 2017 is attached hereto and  PermaSeal's warranty in 2017 clearly states, when applicable, only requires PermaSeal to reapply the sealant and further states that PermaSeal " will not replace, repair or pay for the affected wood..."  Accordingly, PermaSeal will continue to honor its warranty to this customer and will re seal the wood the customer replaces, at no cost for the remainder of the warranty.

  Customer response

  11/18/2023

  Complaint: 20882852
  
  I am rejecting this response because:
  
  Resolution will require that PermaSeal clean and seal my home properly, preventing further rot and mold, mildew, fungus growth. This is the stated (both written and oral) PURPOSE of PermaSeal:
  Prevents rotting, decaying and further damage from moisture.
  Prevents mold, mildew & fungus growth.
  Permanent one-time solution.
  

  I am willing to replace the rotted wood that is present currently.

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

  Business response

  11/20/2023

  As stated in the warranty, PermaSeal will absolutely seal the replaced wood at no charge.

  Depending on the type of wood used it may affect the timing; Pressure treated need to cure for 4 months before it can be sealed, untreated pine or cedar will need to cure for 4-5 weeks before it can be sealed. Please advise what type of wood is being used by calling our toll-free number ************ and we will get it scheduled.

  The sealant prevents mold and mildew from setting root in the fibers of the wood, however, there will still be surface mold as it is airborne, and a simple deck wash will eliminate the surface mold.

  Thank you.

  Customer response

  11/27/2023

  Complaint: 20882852
  
  I am rejecting this response because:

  PermaSeal's stated purpose: PREVENTS MOLD, MILDEW & FUNGUS GROWTH, PREVENTS ROTTING, DECAYING and FURTHER DAMAGE FROM MOISTURE, EXTENDS THE **** OF YOUR WOOD TO THAT OF COMPOSITE DECKING... - PERMANANENT ONE-TIME SOLUTION.

  PermaSeal has made no effort to address the issues with my home. PermaSeal's answer to my deeply rooted mold, mildew and rot (all clearly seen in submitted photos) has been that we (1) buy Krud Kutter and clean the house ourselves, (2) replace wood as it rots and then call them to come spray the replaced wood. Had they stated that my $25,000 was for a good power washing and then for them to seal wood/siding as I replace it due to rotting, I would have declined. 

  We were told that our job would take 3 days to complete because of the size and magnitude of the work to be done. Two men arrived late one morning and left mid afternoon. They called us saying they were sick the following day and left early afternoon the 3rd day. They spent less than two full days on our home. I expressed my concern when I called PermaSeal. I called because the workers had left windows covered with plastic and ruts in the yard. The lady on the phone assured me that they were 'good workers' and I could rest assured they'd done a good job. There was no way for me to know, at that point. (I am not complaining about the windows or yard. PermaSeal corrected those issues). My point is that now, after only 5 years, we can see that we did not receive a quality job. Perhaps the men were indeed sick and just had to finish the job quickly. I do not know. What I do know is that I have rot as well as both green and black mold deep in the grooves of the wood. It does not wash off, even when we use a scrub brush.

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

  Customer response

  11/27/2023

  What 'good faith' action did PermaSeal offer to me?

  Business response

  11/28/2023

  PermaSeal will honor the warranty and reseal any wood that *** rot at no charge for the duration of the warranty.

  Thank you.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am rejecting the statement made by PermaSeal due to the reasons presented. On May 18th 2019 , I first contacted PermaSeal to wash/clean and seal my deck. Being in perfect condition at the time they said this was no problem. PermaSeal treated my deck with the intention of preserving its condition. Specifically to protect it from any decay, rot, or deterioration as written in the contract. Since this prevention took place, my deck has not only rotted, but multiple boards had to be replaced and they did at first stand by their work. PermaSeal was contacted several times but waiting at least a month to call back and another month to come out and three No Shows, only to wait again. PermaSeal promised in said document that they would stand behind their work until September 27th 2023, a now new Manager named **** called me and said that our agreement was no longer viable that they would no longer bring anymore boards out. I now must furnish my own boards and they will only come out and spray.

  Business response

  11/08/2023

  PermaSeals warranty for this customer, when applicable and attached, only requires PermaSeal to reapply the sealant and further states that PermaSeal "will not replace, repair or pay for the affected wood...." Despite this, although not required to do so, PermaSeal have replaced wood for this customer in an effort to satisfy its customer. PermaSeal wants all customers to be happy and went above and beyond for this customer making deck repair that it was not required to do under the warranty.

  The sealant we used for this customer we stopped using in 2020 and carried the attached warranty. We have since 2020 used a different sealant, that we find superior to the old product, and it carries a different warranty.

  Customer response

  11/08/2023

  The Document sent is the only signed Contact.

  The Document states guarantee that the wood deck would remain in good shape, the way it was when they sprayed.

  The wood on my deck started to rot and mold that next spring. No good deck deteriorates that fast and so many of them.

  This is sad that this company can take my money and not stand behind their work.

  Half my money back so I can hire someone to replace my deck and remove those boards that their chemical destroyed I feel would be fair

  Customer response

  11/09/2023

  Operation <***************************>
  To:******* ******
  
  Wed, Sep 6 at 4:19 PM
  
  
  Good afternoon *******.  Thanks for sending the pictures.  We agree that someone needs to come do some repairs.  We have been short on employees for awhile but have just started a couple of guys to do repairs.  Once we catch up we will be calling customers to get them on the service schedule.
  
  Thanks.
  
  **** ******
  Operations Manager
  *** ****** ** Park Dr
  Chesterfield, MO *****
  Ph:  *** *** ****
  E:  ***************************
  ********************
  
  
  
  

  Business response

  11/09/2023

  The previous operations managers did not follow protocol and policies for a warranty claim on projects completed prior to 2020. Once again, we consider past repairs as a curtesy to the customer as we are not obligated to do so under the warranty.

  Thank you.

   

  Customer response

  11/09/2023

  Complaint: ********
  
  I am rejecting this response, please see the previous message and the details in the complaint.
  
  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  11/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our wooden deck treated by *****seal in July 7, 2017. A sales rep came out and inspected it for existing rot and found it acceptable to treat without any decking needing to be replaced. The job was completed Sept. 2017. We never signed a warranty paper but received a copy of one in the mail with our names on it and dates 9/19/17. This written warranty was never presented to us stating they did not replace wood. We were told by the sales rep if the wood rotted after treatment it would be replaced and that is what they did about 5 years later when I had about 3 boards rot. They came out no questions asked and replaced the boards with already treated wood. I now have about 3 boards that need to be replaced and they are stating I have to replace them and they will come out and treat them. If I had been told in the beginning wood not be replaced I would not have purchased the product because there would be no need. I purchased it to stop rot and decay of my deck and guarantee I would have a sound deck for 25 years. There customer service now is poor. It is difficult to gat any response from operations by phone or email. I have asked for a copy of the warranty agreement I signed and it can’t be provided because I didn’t sign one and wouldn’t have agreed with it because that was not what was presented by the sales rep. I just want my boards replaced as promised.

  Business response

  11/06/2023

  When there is an appointment with a potential customer, the potential customer is shown a detailed presentation of the entire process. that includes presenting a copy of the warranty and explaining the warranty as well as all the other slides in the presentation. Once a customer is sold and the project is completed, a copy of the warranty with the customer's name on it for verification purpose, is mailed to the customer.
  When this job was sold in 2017, we used a different product and had a different warranty than we have for the product we use today. The warranty in 2017 is attached hereto and we have emailed a copy of the warranty to the customer on 10/5 and 10/30 of 2023.
  *********** warranty in 2017 clearly states, when applicable, only requires *****Seal to reapply the sealant and further states that *****Seal " will not replace, repair or pay for the affected wood..." Despite this, although not required to do so, *****Seal has replaced wood on the customers deck in an effort to satisfy its customer.
  *****Seal wants all customers to be happy and went above and beyond for this customer, making repairs to the customer's deck that it was not required to do under the warranty.
  Accordingly, *****Seal will continue to honor its warranty to this customer and will re seal the wood the customer replaces, at no cost for the remainder of the warranty.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see Attached document
  Click here to Get the File - use the Password: CCD97F97
  *****************************************************

  ********* H. ****** ***** ***** ******* **** *******, ** *****
  
  ****** ******** ****** **** ******* **** **** ***
  
  Raleigh, ** **********
  
  Better Business Bureau *** ****** ** **** **
  
  Chesterfield, MO **********
  
  My Name is ********* H. ******, and I reside in Norwood, **
  
  During the year of 2018-2019, l was having my lake house restore, the deck which houses my boat house, was to be redone. The deck had been replaced in 2005, and in 2018 was13 year.sold.
  
  I chose Tayfor Construction ***** ****** **** **, Norwood,.** *****, a focaf company to repface the dedc in 2018, the wood used fur the deck came from both lowes hardware, focus lumber, and Wadesboro lumber. Mr. Tayfor had purchased treated wood to compfete the project. Compfete deck, be**hes, plus supports underneath were r:epface.
  
  During construction of the deck project.. Sept 2018 I was in conract with a mmpany called Penna.seal, the safes man wa.s very dear that I would have a 25 year guarantee on my deck, and be**hes. I went under contract with the Pennaseal company on May 28, 2019.
  
  The deck and be**hes were sprayed with Permaseal on 6/28/2019, A requirement of sealant being put on the deck every 6 months after the deck is sealed with PermaseaL The company sent a crew of 2 to pressure wash and spray with Permaseal.
  
  In the faff of 2021, r noticed the deck was showing signs of decay and rot, r began contacting Permaseaf. r spoke with a number of attendants, all assuring me that someone woufd be in touch_ November 2021through April s. 2022 biweekly cans were made with *********, Promises were received on having someone either contact me or would come out and
  
  check the deck. In August 2022 I was told to send quotes from two companies I sent one from ****** construction, and one for freela**e Contractor ******* ****** in August of 2022 ***** ******* and son ******* came and measured the deck checked for Rot in November 2022.,.assuring me the company would be back in touch with me.
  
  April 5, 2023, again *****, empfoyee of Permasea, arrived before Easter, he worked on the deck for three days, replaced 13 boards, assuring me he woufd return and complete the job by June. Contact with the company began again, st**e
  
  the deck required far more board replacements that hadceen done. Continued weekfy and bi-weekly comact with the
  
  company has been ongoing, with many excuses given, faif to return ca!Js, etc. Although there is an office listed for **, the phone number listed goes to the primary company in Missouri.
  
  The amount of rot on the deck has become a hazard, from rotting, without The Company Pennaseal honoring their 25 year, warranty on the entire deck and be**hes.
  
  By co**erns and expectations, to have Permaseat stand behind its warranty, and replacement of my entire rotted area of the deck and be**hes, versus my having to undergo an approximate 18,000.00 to replace the wood, and preserve it with materials I have used in the past that gave us so many years of use without severe damages. In August 2022 I was told to send quotes from two mmpanies, I sent one from Tayfor construction, and one for freela**e ContractoT ******* ****** in August of 2022. Copies of both estimates are atlached, one for 18,272.00, the other for 12,000.00 by the two construction companies acquired in August of 2022..
  
  Having read other complaints on BBB, plus having my neighbor ****** ******, had her deck replaced, went under contract with Permaseal and currently has rotted boards and lack of communication with the company. So, the primary question is, are we or are we not victims of fraud?
  
  Thank You,
  
  ********* H. ****** September 188 2023
  
  ******* ******* ******** ********* *** ***
  
  *** ****** ** **** **
  
  Chesterfield, MO **********
  
  ***** ********
  
  Visit Website
  
  ** company address **** **** **** ** *********, ** 28138 Visit Website
  
  ***** ********
  
  '7

  List of names of employees of permoseol that I have been in contact with.
  
  ***** - prior office manager
  ***** ******* - conslnlction crew manager ******* - *****•s son and worker numerous secretaries
  **** ***** - office manager-
  **** *********** - sales manag

  Business response

  10/02/2023

  Our warranty for this customer states " if our work fails to meet this standard, we will reapply the sealant during the warranty period without any charge. We will not replace, repair, or pay for the affected wood. The warranty does not cover defects, decay, or imperfections that exists in the wood prior to our work" As a curtesy to the customer we did do some repairs and replacements despite our warranty does not require us to do so. We strive to make every customer happy, and we want to go above and beyond to make sure that we do everything that the warranty for this customer states that we will do. Accordingly, we will continue to honor this customer's warranty for the remainder of the warranty period. 

  Customer response

  10/18/2023

  I received both of your communications by email, involving Perma seal, the first advising me you had received a response from permaseal, denying liability with the warranty and lack of responsibility due to the customer.  Second, your closing the case due to my "not immediately responding to your letters". I'm sorry I've been very busy gathering further evide**e and documentation, to provide to an counsel. 

  
  

  I have the original warranty issued by permaseal!!,  I also have documentation from the builder who, purchased the wood, and built my Boat Deck.  I have sent you any number of photos taken of the deck after permaseal was sprayed on the deck and failed to seal it.

  
  

   The refere**e that was given, that at the time permaseal employees sprayed my deck at the aging process of 6 months after being built,  that the deck was in bad shape and decaying?  Then my question is, If that was a truthful statement,  why would they have sold me a guaranteed product that would stop any decaying process, knowing that the deck was decayed? At the time and date of spraying? This statement made by perma seal is redundant and false.

  So, to answer your question, am I satisfied with the response from Permaseal, NO!! I am not, and you should go back over the documentation I have sent you. I will be continuing further with legal counsel.  And I intend on using the response you received from permaseal as further evide**e in my case against them. Thank You and waiting for a response from you of continued action by the BBB to be taken against Perma Seal.
  

  Business response

  10/19/2023

  Attached is a copy of the warranty for this customer and it clearly states:

  "What PermaSeal 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".

  As a curtesy to the customer, we did replace some wood despite not being obligated to do so under the warranty, as we want every customer to be happy.

  Up until 2020 we used a different product than what we use today, the product we used previously came with the attached warranty. In February 2020 we started using a different and better product that is proprietary to PermaSeal.

   

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ********* H. ****** and I reside in Norwood, NC. During the year of 2018-2019, I was having my lake house restore the deck which houses my boat house was to be redone. The deck had been replaced in 2005 and in 2018 was 13 years old. I chose ****** ************, ***** ****** **** *** ******** ** *****, a local company to replace the deck in 2018. The wood used for the deck came from both ***** hardware, ***** ******, and ********* ******. Mr. ****** had purchased wood to complete the project. Complete deck, benches, plus supports underneath were replaced. During ************ of the deck project, Sept 2018, I was in contact with a company called Permaseal, the salesman was very clear that I would have a 25 year guarantee on my deck and benches. I went under contract with the Permaseal company on May 28, 2019. The deck and benches were sprayed with Permaseal on 6/28/2019. A requirement of sealant being put on the deck every 6 months after the deck is sealed with Permaseal. The company sent a crew of 2 to pressure wash and spray with Permaseal. In the fall of 2021, I noticed the deck was showing signs of decay and rot. I began contacting Permaseal. I spoke with a number of attendants, all reassuring me that someone would be in touch. November 2021 through April 5, 2022 biweekly calls were made with Permaseal, Promises were received on having someone either contact me or would come out and check the deck. In August 2022, I was told to send quotes from two companies. I sent one from ****** ************ and one for freelance contractor ******* ****** in August of 2022. ***** ******* and son ******* came and measured the deck checked for rot in November 2022 assuring me the company would be back in touch with me. April 5, 2023, again *****, employee of Permaseal arrived before Easter, he worked on the deck for three days, replaced 13 boards, assuring me he would return and complete the job by June. Contact with the company began again since the deck required far more board replacements that had been done. Continued weekly and bi-weekly contact with the company has been ongoing with many excuses given, fail to return calls, etc. Although there is an office listed for NC, the phone number listed goes to the primary company in Missouri. The amount of rot on the deck has become a hazard from rotting without the company Permaseal honoring their 25 year warranty on the entire deck and benches. By concerns and expectations to have Permaseal stand behind its warranty and replacement of my entire rotted area of the deck and benches versus my having to undergo an approximate $18,000.00 to replace the wood and preserve it with materials I have used in the past that gave us so many years of use without severe damages. In August 2022, I was told to send quotes from two companies. I sent one from ****** ************ and one from freelance contractor ******* ****** in August of 2022. Copies of both estimates are attached, one for $18,272.00, the other for $12,000.00 by the two ************ companies acquired in August of 2022. Having read other complaints on BBB, plus having my neighbor ****** ****** who had her deck replaced and went under a contract with Permaseal and currently has rotted boards and lack of communication with the company. So, the primary question is, are we or are not victims of fraud? All pictures were taken Aug. 8, 2022. In all, I sent 51 pictures to Permaseal from my email. I'm only sending 11 now but can send all if needed. The first picture was a board ***** replaced in April 2023.

  Business response

  09/29/2023

  Our warranty for this customer states " if our work fails to meet this standard, we will reapply the sealant during the warranty period without any charge. We will not replace, repair, or pay for the affected wood. The warranty does not cover defects, decay, or imperfections that exists in the wood prior to our work" As a curtesy to the customer we did do some repairs and replacements despite our warranty does not require us to do so. We strive to make every customer happy, and we want to go above and beyond to make sure that we do everything that the warranty for this customer states that we will do. Accordingly, we will continue to honor this customer's warranty for the remainder of the warranty period. 

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