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:01/17/2025

  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 prior to purchase, about the products ability to cover an existing product. rubberizeit informed me it would. It didn't . I was corresponding with them they asked for pictures I sent in said pictures. Now I receive no response.

  Business Response

  Date: 02/03/2025

  It seems this customer filed a complaint within a few hours of sending us the pictures (attached). Unfortunately, we did not have time to review the pictures and formulate a response in that time. Normally our procedure is to pull a test sample from the customers batch and test it as well as asking the customer to answer questions from our assistance questionnaire. As the customer brought the complaint immediately to the BBB we did not have the time to follow our normal procedure with regards to the questionnaire. We did pull the control sample and did not find any issues. We have also tested in the past to ensure that dura rubber will adhere to fully cured flex seal. As there is no questionnaire it is impossible to note what the application error was.

  As each batch of Dura  Rubber is thoroughly tested and produced in large batches of 1000s of gallons and used by a variety of customers on a variety of projects that have not experienced any issues in this batch, it is extremely unlikely that there is an issue with the product. Virtually all issues are an issue with application.

  Unfortunately as we do not have all the details of the application we cannot proceed with a refund.

• Initial Complaint

  Date:12/02/2024

  Type:Product 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.

  In May of this year I ordered 20 gallons of pool paint (almost $2000) from the Rubberize It company. We prepped and followed the instructions for application to the letter (I have multiple witnesses of the process). We allowed it to dry for almost 2 weeks longer than they recommended. We even did the test they suggested to make sure the paint was completely dry before filling the pool. Within a couple of weeks the paint had started to bubble up in a few places. This continued until the entire pool had bubbled up and started to peel. We contacted the company. They requested we fill out an extensive questionnaire and send photos of the damage. We complied with their request and waited. After several weeks I tried to contact them again. After waiting for them to respond, they finally answered my email and requested I send actual samples of the paint that had peeled off. I sent in the samples (I had lots to choose from since we had removed several 5 gallon buckets of peeled paint at this point). After waiting several more weeks I attempted to contact them. They responded that there team was still analyzing the paint samples. We waited and tried to contact them again. At this point they stopped responding to my emails. I gave this company so many chances to the the right thing. We are now stuck with a pool that will need to be sand blasted to remove the rest of their horrible paint so we can paint it with some good paint. By the way, we have used other paint on this pool and it lasted for years. The amount of work and cost they have caused us is staggering. I do not think it unreasonable to want our money back. They advertise that they have a money back guarantee but they have refused to back up that guarantee. Please help us resolve this issue!

  Business Response

  Date: 12/13/2024

  We take product quality very seriously and we keep a control of every batch of product we make. After Ms. ****** informed us of their issue we tested the  batch their purchase had come from and could not replicate the issues they were having.  We do hundreds of pools and ponds a year and none are having the  issues you are describing. This combined with the fact that there have been no issues from any of the numerous customers of this 1000 gal batch. Leads us to conclude that it is an application issue.
  
  
  When we analyzed the sample that Ms. ****** sent of the product that had come off. We found that there was white powder-like substance embedded in the coating. This has led us to believe that the surface was either not cleaned or  the previous old coating is failing. Please see the attached picture of the coating sample received.
  
  
  In our application instructions it clearly states the requirement for surfaces to be prepped properly:
  
  
  Surfaces must be dry and free of anything that could adversely affect the adhesion of the Dura-Rubber to the surface. You should be sure to remove all loose, scaling, peeling, blistering, chipping, cracking, chalking or gravel, dust, dirt, sand, soot, grease, oil, uncured tar, wax, soap film, animal fats or petroleum-based residue, coal tar, chlorine, salts, efflorescence, or any other chemically reactive substance; and the surface to be coated must be completely free of all mold, mildew or any other living organism and COMPLETELY DRY. High-pressure ***** P.S.I. should be used to thoroughly pressure clean all surfaces prior to application when any of the above conditions exist. And the use of an appropriate detergent cleaner. Mildew and similar growths need to be killed with 5% chlorine solution household bleach in water, followed by a thorough rinse with clean water. All surfaces must then be allowed to THOROUGHLY DRY before proceeding with the application. We recommend doing an adhesion test before final application.
  
  
  Although we can sympathize with the situation of Ms. ******** As the surface was not prepped properly and when tested our coating from this batch performed correctly we have concluded that the only possible outcome was that this was a surface preparation issue which is not a fault of our product. Therefore we can unfortunately not offer a refund.
  
  

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22628799
  
  I am rejecting this response because we did EVERYTHING the company suggested for preparing the surface, including repeated power washes and chlorine rinse.  We also allowed it to dry a week longer than recommend and did the "check for dryness" test they recommended.  If their product was not at fault then their directions most certainly were!
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/12/2024

  Type:Sales and Advertising 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 bought this which was very expensive and then had to pay someone to paint my RV. We completely followed all the directions on preparing the surface and using the product and after letting it cure for over a week, it still did not adhere to the surface. Cant get a refund because I had the color tinted. ( Didnt realize this until after the fact)

  Business Response

  Date: 06/17/2024

  I can assure  you that  each batch of Dura  Rubber is thoroughly tested and produced in large batches and used by a variety of customers on a variety of projects that have not experienced any issues, it is extremely unlikely that there is an issue with the product. Virtually all issues are an issue with application.
  
  
  Just to confirm we pulled the sample from the batch of this customer's product and retested it and found there to be no issues with the product.
  
  Unfortunately, you have refused to answer our assistance questionnaire which is an important part of the process as it gives us an overview as to what the application issue is,
  
  From looking at the photos that you sent  It appears that the areas dura rubber were applied were not sanded sufficiently and still look glossy. Also, it does not appear primer was used as indicated when dealing with fiberglass or previously painted glossy surfaces. 
  
  
  
  Our no returns of tinted products policy is clearly posted on our website and is a universally accepted practice in the paint/coating industry.

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21841404
  
  I am rejecting this response because:
    I went to other reviews for this company and found that other customers had the same problem as I did. I even scraped all of it off and then prepared the site again and it did the same thing. It will not stick. This stuff is not good. I want others warned before they buy this stuff. I might not get my money back, but I will post how poor of a material they produce to prevent others having to go through what we did. Of course they are going to claim they are not at fault. In fact I had to wait longer for my order because they claimed they had to make a new batch of base paint to fulfill my order. I feel they messed up and dont want to take responsibility. I am not going to answer all of this questions they wanted me to answer. I feel these questions should have been asked before trying this product. Not after the fact. 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/14/2024

  Type:Sales and Advertising 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.

  the told me that they had the perfect product. i purchased it, it does not work. i spent 700 on labor to do a job, i could not do. plus the cost of the product somewhere between ***** dollars.i called all day long and NO ONE WAS EVER AVAILABLE. NO ONE EVER RETURNED A CALL.i was blown off. i call the governors office and got in touch with the portland tribune.tomorrow i have a blogger with 6 million viewers, and we are going to blow up social media condemning rubberizit. the BBB is a worthless extortionist organization who has lost any credibility they may have had in the past. but i figured i would let you know anyway.

  Business Response

  Date: 03/15/2024

  We received some texts and couple calls from customer we returned his calls with in a few hours.  Customer does not have voice mail setup so we could not leave a message. Non of his communications has he stated  what the problem is.  We have also sent a request by email as to what the issue is?  We would be happy to help but we have no idea what the issue is? 

   

   

  ********************;

  Business Response

  Date: 03/15/2024

  Here is the last communication between the agent and the customer.

  The only text messages we have received from you were the 8 text messages we received in a row at 9:26pm on the 14th of March (Yesterday) 3. The only other phone calls/communications received from you were 22 days ago. At Thu, 22 Feb 2024 at 10:29AM and Thu, 22 Feb 2024 at 10:56 AM with a message sent via our website contact widget at Thu, 22 Feb 2024 at 6:39 AM. These calls were returned at (Thu, 22 Feb 2024 at 1:10 PM) With the note on your file that there was no answer and no method of leaving a message on this line. 4. We have no record of any attempt of you trying to contact us via any means from the 22nd of February until the 14th of March. Please Note: As each batch of Dura Rubber is thoroughly tested and produced in large batches and used by a variety of customers on a variety of projects that have not experienced any issues, it is extremely unlikely that there is an issue with the product. Virtually all issues are an issue with application with the detailed instructions on our support page not being followed. Unfortunately, as we have had no communication with you until the 14th of March and you have not detailed any issues with your application or what your application is we are not sure how to best assist you in fixing your application issues. If you would like us to assist you with any problems you may be having I can send you an application assistance questionnaire which will ************** the information required to help correct the problems you may be having."

   

  Customer Answer

  Date: 05/01/2024

  this is an absolute lie on their part., i have records of over 40+ phone calls, dozens of texts. and even a return receipt letter to them. not only are they crooks, but  liars. if they are honest, send me return labels and when they get their bs product back, return my money. my next step is a civil suit for 15k.  *** under lawe for small claims. if they tink i am going to go away, THEY ARE FOOLS AS WELL AS LIARS AND THIEFS

  Business Response

  Date: 05/07/2024

  We have asked repeatedly though emails and texts for the customer to articulate what issue he is having with our product.  To this date he has not stated what the issue is. He just sends threating texts and emails. We have done our best to request the required information but the customer has refused to provide any information to proceed with us assisting him and when we ask for information with his issues just sends angry and threatening such as the ones in the attachment. This was a response to the request for information detailing what his problem is so we can assist him. It is one of many such exchanges. At this point we feel we have gone above and beyond to assist even though the customer is abusive. We do not feel we can assist this client any further.

• Initial Complaint

  Date:04/04/2023

  Type:Product 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.

  Before purchasing rubberize it I spoke with *** on the phone to assure that rubberize it would work with my product. He assured me it would work great as a dip like they promote on there website. So I took the leap and bought 2 gallons of green. Because if I bought one gallon there was shipping. If I bought 2 gallons it's free shipping.I received the rubberize it and dip my product. I let it dry over night. I check it in the morning and it has runs and has dried tear drops hanging off it.So I immediately email him with pictures to let him know it will not work. He replies back and says he has talked with his team and recommended me leave the can cracked over night to help thicken it up.So I do that and try to dip my product again with the same result. So I email again. He emas me back with the return police that state's. No returns if the color is something other then white or black because any other color is custom.I understand this part. But don't tell me it will work great as a dip when I have sent multiple pictures showing it will not work. I would like a refund for a product that is advertised as a dip that will not work!

  Business Response

  Date: 04/13/2023

  Dura rubber by rubberizeit.com does work excellently as a dip, and is used by numerous clients as a durable non toxic low VOC dip . When the client discussed his needs with *** he was told the consistency of the product which is slightly thicker than a latex paint. He was also given the instructions for metal which detail the requirement of a minimum of 3 coats of no less than 10-12mils per coat. All liquids will drip by the nature of being liquid.
  
  
  When the client contacted *** expressing his concern of the consistency he was advised to allow air to access the dura rubber to thicken the consistency. The more air that is added the thicker it will become.
  
  
  There are several tutorials online on how to dip while minimizing drips. Drips are an unfortunate reality when dipping into a liquid. It is our position that the product performed as described as it has coated the materials in question and gives a strong bond to the metal as advertised (as per the pictures provided by the client). We feel the issue is with application technique of the client.
  
  
  As the product performs as advertised, the color is tinted  and correct as ordered, and our return policy is clearly posted and agreed upon purchase. We cannot offer a refund on tinted products as per that policy. Which is a standard for the industry.

  You can see form customers photos it looks like he was turning the metal over and over to avoid the drip and therefore it never drained properly and cracked. If you look at attached photos these are tools dipped in Dura-Rubber and used by ***** in the assembly of their cars. In the photo you see a drip. 

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19895448
  
  I am rejecting this response because:

  I did not turn and turn the product.

  When left to dry the product will run down not only the bottom side but also the top. So when it does start drying there is runs and tear drops hanging off dried. How is this product good for anything but straight flat surfaces? 

  I will make sure to let everyone know not to every buy this product as they do not stand behind what they say it will do.

   

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/23/2023

  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 purchased this product to line my pool. Their ad clearly states that it is a water proof and chemical resistant product designed for pools. I didn't get enough primer, so I ordered more. The second batch of primer was different in looks and consistency. They said it's good and to use it. We used it. The color of the liner was not correct from what u ordered. They said apply what they sent and they sent another color for a top coat. When we applied the first coating it started to bubble. We found that it was not sticking to the second order of primer. We had to peel off most of the coating, per their instructions and reapplied a third batch of primer. They sent more coating. They advised to do a water content test, which we did per their instructions. Not water was found, so we continued with reapplying the primer and multiple coats of the coating. This was all done per their instructions and instructions were followed precisely. After the proper dry and cure time. We filled the pool with water and after a week we noticed multiple bubbles starting to appear. Over the next several weeks the bubbles got worse and more of them. The color has even change, everything below the water is were the issues are. Everything above the water line does not have bubbles or color change. I have emailed them multiple times with pictures of what has happened. I have asked for a full refund. They are now ignoring my emails.

  Business Response

  Date: 02/27/2023

  
  The customer purchased two five-gallon buckets on July 30 2022 One of the fives was a miss -tint and we replaced it. Customer claimed it was still wrong color and the wrong color, They argued was the right color. We were unable to match the miss-tint so we sent them a new color of their choice and explained to them as it says on the web site color may not be arcuate do to computer screen settings and we offer a free color chart if they need it. (See Screen shot 1)
  
  They did not send all the photos I have attached addental photos and screen shots.
  
  Per our coverage chart for swimming pools. Pools have a shallow end, and a deep end coverage is based on a smooth and proper concrete finish. The customer has a homemade pool with a very rough finish.  If they did use the pool coverage chart, they would need about 18 to 20 gallons. They only bought 10 gallons. But theirs  is not a swimming pool so with what looks to be 5 walls all the way around and the very rough concrete they would need to waterproof ***** gallons. So, they did not purchase near enough product for the project. We gave them an additional 9 gallons at no charge and that would still leave the project short.  In one of the photos, you can see the primer through the coatings. We require 20 mils for pools and ponds that would be a thick as a credit card.
  
  In some of the photos you can see a line where the coating changed color. This is due to the product was not allowed the proper time to cure. This is covered in the application instructions extensively one of the tests we have customers do is splash water on the coating if it turns light, it is not cured.
  
  Also, you can see in application instructions peeling and bubbles are not coating issues they are application issues. As you can see in the photos peeling and bubbles are only happened in some spots. The product is not smart it does not no to bubble and peel in one spot and not another.
  
  
  *** was their customer service agent and communicated extensively with them and the customers only responds was they followed the instructions exactly and they wanted their money back. We sent them a label to send us a sample and they never sent it. See attached screen shot.
  
  They claim to have followed the instructions exactly. But they did not order the correct amount of product. They did not apply correctly, or they would not be getting bubbles in some of the areas. The workmanship of the pool is very rough. They did not use any fabric that is required for 90-degree corners in the concrete.