Complaints

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:03/17/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 purchased a product about a few months ago which I used on my driveway, ************* of steps. The name of the product is Hotrock Ecoguard. I have some remaining. It caused damaged to my beautiful concrete in areas which it was applied. My concrete work was done approximately 3.5 years ago. My contractor advised me at the time not to use any salt product on it until 2 to 2 and a half years later if I chose to use a salt product. I didnt use any product on my walkway until recently. I waited approximately a year to a year and a half after the advised timeframe of waiting of 2 to 2 and a half years. This is approximately 3.5 years I waited. I am disheartened about VP ****** response for compensation. He flooded me with questions about preparation of my concrete. I informed him that I had a licensed professional contractor do the work. The contractor is skilled and very experienced. I have documentation from when I had the work done. In fact, you can clearly see my concrete in areas where it wasnt used and it is in excellent condition. The contractor that did the work came out to assess the damage. He too expressed this product caused it. He expressed if he were to attempt to patch/repair it then in time it will likely pop up and come out. What are the next steps. It is unethical to sell a product and then blame my contractor. My concrete was in excellent condition prior to the product being applied. The ** responded with providing information on deicing products and offered no compensation. It appeared that he was only interested in finding out how the product was applied and ask questions. His response was generic in nature and it was like a copy and paste about products. He initially asked me questions. The product was advertised as eco-friendly and safer on concrete. Where is a warning on what this did to my concrete? The product clearly damaged my concrete. I have colored marks on my walkway due to the mixture. It appears to be a chemical reaction.

  Customer Answer

  Date: 03/17/2025

  I purchased the salt deicer bag at ****** and deicer salt doesn't come with a warranty so the response is that there is no warranty for deicer salt. The bag of deicer salt had no warning on it regarding usage  causing damage to my concrete. Thank you.

  Business Response

  Date: 03/24/2025

  After reviewing this compliant and speaking directly with ***** ******** directly to further understand her concern the product (Hotrocks EcoGuard) at Lowes is not associated with Midwest ******** nor are we the manufacturer of the product. I am concern that the Better Business Bureau directed this compliant and consumer to our company given we do not make, sell, package or are in any way associated with it. I am asking that this compliant be removed from our records and this product not be associated with Midwest ********. The correct manufacturer of this product is Mid-American Salt. 

  Customer Answer

  Date: 03/24/2025

  I have a picture of the bag and I made the purchase on my credit card at ******. Do you want the salt bag picture. I don't want my credit card information online for everybody to see.

   

  Joyce 

  Business Response

  Date: 04/11/2025

  I have been on vacation and traveling over the past two weeks and just returned to the office.  I'm requesting additional time until the week of April 28th to investigate and respond to this complaint.  **** ******

  Business Response

  Date: 04/22/2025

  Please confirm receipt of this email.
   
  Im responding to a complaint received involving ***** ******** and use of our product for ************.  Upon receiving her complaint, I began communicating with her and asking for additional information relevant to the conditions she had described.  
  ***** was unaware the installation conditions of her concrete play a large role in holding up to Winter Ice Melt products.  Installation mix, finish and conditions determine the ultimate strength of the concrete and its ability to withstand use of ice melt products.  If concrete is installed and finished properly and cured as directed, it will withstand use of ice melt products.
  A concrete sealer is recommended to be used as part of ongoing concrete maintenance and was not used on her concrete.  Unfortunately, most property owners are not aware of this, but we have this noted on the back of our bag.
  Our product was not applied as recommended.  ***** said she spread the product by hand and did not use a spreader for even application.
  Remaining product was not removed after melting ************.
   
  Ive included several documents related to this claim , including the email below, articles related to the effects of freeze thaw cycles on concrete and the language on the back of our bag alerting customers of proper concrete care, ice melt application and related information.  There are many examples all around us of concrete withstanding the use of Ice Melt products.  
   
  We have denied her claim.
   
  Mark
   
  **** ******
  Vice President
  **********************
  **************************
  Ft Wayne, IN 46818
   
  

  
  

  Customer Answer

  Date: 05/05/2025

  I reject the business response.
  
  I never communicated that I don't know how my concrete work was done. In fact, I clearly communicated via email which I can substantiate that my concrete work was done by a professional. In addition, I had the professional inspect the areas damaged and he concurred with me regarding the damages. You will be unable to provide email communication between us regarding what you allege as me stating because I never stated that. I have email communication in which I never stated that I applied this in the way you allege and I have email communication in which I never stated I don't know how the work was completed. I have that information. In fact, I reached out for assistance to the Attorney General in which the last communication I had with them you still hadn't responded to them which I feel is unacceptable. I received correspondence from them on 3-17 and 3-18 in which you hadn't responded at that time. There are no new updates therefore I am still waiting for the Attorney General to provide information as to whether you finally responded.  I have been waiting on the update from the Attorney General. I decided to reach out to the Attorney General because I feel so strongly about your product destroying my concrete and especially considering I waited so long to use a product and had zero issues for 3 plus years until your product was used. In addition, I had gone to a professional contractor in which I discussed the concrete work and was thorough which entailed discussing concrete depth and  PSI. I was very diligent. I would like to know where you had gotten the picture of that bag of salt deicer product you attached because it isn't the bag I have and purchased. I have the bag and it doesn't have the warning you allege. Where on my attached pics do you see the warning that you stated. You can clearly see the attached pic from you isn't the product I have. In addition, you can identify the bag product picture that you attached has different information. I was very responsible in taking care of my concrete by not using any product until well after the recommended time frame from my contractor which as I mentioned is over 3 years. It is beyond disheartening the experience and the product. 
  
  Joyce