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:11/03/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  We contacted KreteTek Industries Inc. - Ghostshield® directly on September 19, 2022 to place an order for Siloxa-Tek 8510. We needed to seal our very long concrete driveway. The Ghostshield Rep, Reta, asked numerous questions about the current condition of our driveway; had it been sealed in the past, does the concrete look wet when it rains, what is the condition of the concrete, etc. After computing the square footage of our driveway, she instructed us to purchase 15 five-gallon containers of the sealer. At over $525 a five-gallon container, that was A LOT of money! After following Reta and the Company's application instructions, we ended up with 10 and 1/2 five-gallon containers left. We really only needed to purchase 5 five-gallon containers. We contacted the Ghosthield Rep, Reta, to return the extra containers that were still in their original unopened packaging, we were told we would have to pay a 25% restocking fee. We had contacted the company three times prior to placing our order asking various questions and obtaining their assistance in the amount of product needed and then they OVERSELL the amount needed and charge a restocking fee? In addition, after discussing how to apply the product numerous times with the sales rep Reta, prior to purchasing, our driveway turned out with so many dark, blotchy areas that we had to contact them for troubleshooting as to what went wrong. Their technicians stated the darkened areas should go away in a year or two. The driveway looks worse now than it did before it was sealed. We decided to buy directly with Ghostshield instead of through Amazon/ Home Depot since we wanted to be sure we did everything correctly. This $7800 purchase could have easily been a $2800 purchase if the Company had been honest about the coverage amounts. I would expect a company with any type of integrity to allow a return without charging restocking fees, especially since they provided the amount we needed to buy.

  Business Response

  Date: 11/12/2022

  Our customers are the best part of Ghostshield and we do our best to ensure complete satisfaction with our products. Concrete is not a natural substrate and there are many variables which can effect coverage, such as mix design, psi, porosity and surface profile. We do our best to provide average coverage rates which can vary between 100 and 400 sq ft per gallon depending on the type of concrete and number of coats. While our customer service reps can assist with determining the correct amount of product, we generally recommend the end user to determine coverage and suitability of materials. Ghostshield makes no specific guarantees as to the exact coverage rates as user experience can vary. As stated on the product label: “One gallon covers up to 300 sq ft per coat,” and we recommend  “Always testing a small area of each surface to confirm suitability, coverage rate and desired results before beginning overall application.” 
  
  Our return policy states: “If for any reason you are not satisfied or the product is damaged when received, we will replace the product or provide you with a full refund minus the original shipping cost or exchange, provided the product is returned within 30 days from the receipt of the product. The product must be returned unopened in its original condition. The customer is responsible for return shipping charges. There is a 25% restocking fee per order since we cover the original shipping cost to the customer. A full refund minus the 25% restocking fee and minus any shipping charges will be issued to original payment method. Ghostshield does not refund return shipping.”
  
  Discoloration is rare however it may occur if material is not applied in an even and uniform manner or if drastically over applied.
  
  In the spirit of good karma, Ghostshield will authorize a refund of the 25% restocking fee minus the original shipping cost. We hope this gesture is well received and viewed as our way of trying to come to a fair resolution. 
  
  Sincerely,
  
  Ghostshield

  Customer Answer

  Date: 11/28/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18353584, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********