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,
  
  ****** ********

• Initial Complaint

  Date:06/21/2022

  Type:Product 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.

  1 gallon of Ghost Shield Silioxa-Tek 8500 was purchased from Home Depot in Greensburg, PA on June 6, 2022 for $64.88 plus 6% tax. We then applied it to our patio...11 ft. x 10 ft. on June 13, 2022. Note that our patio was power washed on June 5, 2022. Before we applied it on June 13th, we swept the patio and then sprayed it with water to get any further residual and dirt off. As directed, we applied the Ghost Shield using a 3/8" roller. After the 1st application, we waited a few minutes before putting on the 2nd application as directed in the instructions. The 2nd application only had enough product left to cover half of our patio. So therefore the total coverage from the GhostShield product was 165 sq. ft. In addition, the 2nd application left a white residue on the area that was covered (see photo attached). The Ghost Shield product indicated that coverage should be 250 sq. ft. We ended up with only half of our patio covered from the 2nd application and the residual as indicated above. This was less than the coverage indicated on the container.

  Business Response

  Date: 06/23/2022

  Please make reference to Coverage and Caution statement on the back label of the product. (The product label has been added as an attachment to this response.) Due to the porosity of concrete, coverage rates will vary. Ghostshield makes no specific guarantees of coverage. As stated on the product label: “One gallon covers up to 250 sq ft per coat,” which is also why the label also states: “Always test a small area of each surface to confirm suitability, coverage rate and desired results before beginning overall application.” To cover the 165 sq. ft. of concrete the customer has, the customer would have needed to purchase two gallons based on the label coverage recommendations since two coats are required. The customer only purchased one gallon.
  
  The white residue the customer is referencing is a result of over application which is why Ghostshield recommends to apply the product “in a thin and uniform manner.” Please reference the Application statement on the back label of the product. (The product label has been added as an attachment to this response.) For the areas of over application or where the first coat dried before the customer was able to apply the second coat the customer may need to use a surface attachment on a pressure washer to remove any unwanted residual material or simply let it break down on its own from atmospheric exposure and UV weathering. 
  
  In the spirit of good karma, if the customer would like to purchase an additional gallon of Siloxa-Tek® 8500 we would be able to apply a manufacturers coupon to the order valued at $20. Ghostshield will also cover the cost of shipping the additional gallon out to the customer.

  Business Response

  Date: 06/23/2022

  As stated on the product label: “One gallon covers up to 250 sq ft per coat.” Due to the porosity of concrete, coverage rates will vary. Ghostshield makes no specific guarantees of coverage.
  
  The label states: “Always test a small area of each surface to confirm suitability, coverage rate and desired results before beginning overall application.” The customer stated they did not think this would be of benefit. This is a crucial step that should not be over-looked prior to application.
  
  The only reason a white residue would appear after application would be if the product was over-applied. As stated in our previous response the customer may need to use a surface attachment on a pressure washer to remove any unwanted residual material or simply let it break down on its own from atmospheric exposure and UV weathering. Simply using a broom or rinsing with a hose many not be sufficient.

  Customer Answer

  Date: 06/24/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17450766, and find that this resolution is satisfactory to me.  Also, please note that Jessica from the company is going to provide a refund to me for $88.68 that satisfies my concerns and the ability to remove the residue that I indicated in my complaint.
  
  Sincerely,
  
  ***** *********