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:08/16/2022

  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 reached out to the company on 07/19/2022 to file a complaint with the company after purchasing a kids foam gun and foaming sopa used to refill the gun with foam. The product damaged my driveway. It burned and discolored my blacktop driveway. I tried numerous times to wash it off but it is damaged. I reached out 4 times and with little to no support or feed back other than to tell me to send photos and temperatures that the item was used on the day of use. I tried reaching out again to see where my resolution is but I have been ignored. Even after I sent out the pictures of my damaged driveway.

  Business Response

  Date: 09/13/2022

  We were disappointed to hear that this issue rose to the level of a complaint to The Better Business Bureau because as a values-driven family-owned organization, we take consumer inquiries very seriously and have always strived to ensure our customers are pleased with both our products and their interactions with our company. 

  
  We were disappointed to hear that this issue rose to the level of a complaint to The Better Business Bureau because as a values-driven family-owned organization, we take consumer inquiries very seriously and have always strived to ensure our customers are pleased with both our products and their interactions with our company.   

  As always, immediately after receiving Mr. ********** complaint, our teams looked to try and recreate the scenario he described to assess whether or not our product was not performing as intended so we could respond appropriately.  Unfortunately, this effort took longer than one would expect because it was difficult to replicate given that the alleged damage was to a seal-coated driveway, which meant getting people outside of our typical protocol involved and finding a way to test appropriately.

  While we were unable to recreate the damage claimed by **********************, and have had no other complaints of this nature, we spoke directly to him and offered him up to $1,000 to reseal the driveway and just asked him to provide us with an estimate to reviewassuming that would more than cover it given local estimates of approximately $350-$500.  We received an invoice from ********************** for $959.99 on September 7th.  The invoice has been processed and a check is being cut tomorrow. 

  While we are not proud of the timing it took to resolve this issue, we stand by our product, processes, and company values.  We always work to make things right.  On a phone call to Mr. **************;we explained the reason for the delay,apologized, and explained that we would like to work with him to resolve his concerns.  We also thanked him for bringing the delayed response time to our attention and explained that we would be adding a timing protocol to our process to ensure consumers are updated throughout the investigation phase. 

  We are a 2-generation family company and pride ourselves on not only bringing joy and smiles to children but delivering value and quality to parents and families.  We have been doing that successfully for over 30 years and have a core value of giving our customers what they want, when they want it, and how they want it, which includes a timely and fair response to any consumer issues.