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:07/25/2022

  Type:Service or Repair 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.

  I purchased the gallon clear kit and followed the directions exactly. The end product is sticky and discolored. I reached out to the company and they insisted that I did not follow the directions correctly. There only resolution was to test the product which is difficult to do since the product is on my table and packaging was disposed since I used the entire product. They said I need to apply another coat of the product at my own expense.

  Business Response

  Date: 08/18/2022

  Attention: Resolutions Specialists, Better Business Bureau

  Complaint #******** (54122355)

  We are in receipt of a complaint from your organization for a customer that purchased and used our Glaze Coat product.
  Our ********* Services team was also contacted directly by the person associated with this complaint and immediately began asking key questions in order to gain an understanding of the issue and ultimately identify a path to successful resolution.

  No batch code information could be provided, nor other base information in order to determine what might have created the issue. In light of that, our ********* Department provided the steps to correct the described problem.

  The product is a two-component system with instructions that need followed in order to arrive at a successful conclusion. The outcome of the application (as described) appears likely to be a result of not stirring the 1:1 mix ratio for the instructed length of time. (We cannot test retain samples w/o a batch code that can be found on product packaging.)

  We spoke with the customer again to see how the corrective process was going and learned that preparation was already completed to prepare the surface for re-coating. We also sent replacement product as a courtesy. This epoxy product behavior is predictable if mixed in equal portions, stirred for the appropriate length of time, and clean mixing buckets are used so we expect the finished project to be in great shape with another pour. We will continue to follow-up with the customer.

  We work extremely hard to provide quality products to the marketplace and have done so for over 60 years. Our products are proudly manufactured in *****************. Our bond and loyalty with customers are things of which we take great care. We appreciate your feedback and hope you recognize our efforts to resolve the complaint successfully.

  Best Regards,
  ****************************
  President,
  Eclectic Products LLC

  Customer Answer

  Date: 08/18/2022

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