Complaint Review: Quikrete

The following correspondence took place between myself and Christopher Edwards (Quikrete representative who answered my complaint) when I complained about the durability of one of there products. It crumbled under normal use and after being applied with stricy adherence to product directions.

From: Contact Us form - Quikrete [mailto:technical@quikrete.com]
Sent: Wednesday, April 30, 2008 12:25 PM
To: Technical
Subject: Quikrete Link via website

First: Kenneth
Last: Charles
Nature of Request:
Company:
Address: xxx
Address2:
City: Milton
State: PA
Zip: 17847
Email: xxx
Phone: xxx
Comments:
Last year I purchased over a dozen of your Gray Concrete Crack Seal. I appled it to the cracks in my concrete just as the instructions said to do filling the crack with sand to a quarter of an inch from the surface. I then applied the concrete seal. It looked great afterwards. But then this past winter when the frost was gone and spring was arriving I noticed that much of the concrete sealing I had done, at least 80%, was cracking into peices and coming out of the cracks I had filled. All the time and effort was all gone. There are some that have remained but they to are cracked and it may be only a matter of time until they allow weeds to start coming through. I had to buy some weed killer and spray most of the cracks I had filled because it broke up and allowed weeds to come through. I put many hours of work into using your product. A neighbor up the street said he used the same sealer and hid did the same thing. Discouraged in PA.

The reply I recieved follows:
----- Original Message -----

From: Christopher Edwards - TECH

To: kenlrc

Sent: Wednesday, April 30, 2008 1:36 PM

Subject: RE: Quikrete Link via website
Concrete Crack sealer is more of an aesthetic repair product than a permanent repair; it does not harden or have any strength. Also, were these cracks you filled actual cracks or the expansion joints / control joints?

My reply was as follows:

From: KENNETH CHARLES [mailto:kenlrc]
Sent: Wednesday, April 30, 2008 6:00 PM
To: Christopher Edwards - TECH
Subject: Re: Quikrete Link via website
Importance: Low

Mr. Edwards,

Some were actual cracks and some were expansion/control joints. So you are saying that as an aesthetic repair it is not meant to last more than a few months? If that is the case I spent a whole lot of money and expended a whole lot of time for very temporary aesthetics.

Mr. Edwards then chaned the products quality and answred this way:

----- Original Message -----
From: Christopher Edwards - TECH
To: KENNETH CHARLES
Sent: Thursday, May 01, 2008 8:57 AM
Subject: RE: Quikrete Link via website


The material does harden, but it does not have any strength even closely resembling concrete. The material is acrylic latex and not cement based in any fashion. Gray Concrete Crackseal is not very flexible once it dries, and that is it why we do not recommend applying this product to control joints or expansion joints. The control joints and expansion joints are flex points for the concrete. When the concrete expands and contracts, the crackseal in the expansion joints and control joints will more than likely crack. Expansion joints and control joints should only be filled with a very flexible product (Silicone or Polyurethane Joint Sealants). The concrete crackseal is by no means a permanent repair for cracks in concrete, and the longevity of the product cannot be predicted due to weathering, the use of melt ice or deicing salts, etc.

I wrote back and explained to him what the product label states as follows and he cut off all communication.
Mr. Edwards,
I am receiving two different versions of your product. I am first told that it does not harden and now your are telling me that it does harden. Your product label says nothing of what you state in your last email. It simply states that it can be used to seal concrete. It does not say that it should not be used on expansion joints. It does not say that it is merely for aesthetic value only. It does not say that it is not a permanent repair for concrete. What the label says is this:
Concrete Gray Crack seal (No. 8640) is designed for use on any concrete surface, including sidewalks, walkways, driveways, patios and steps. The uniformly blended acrylic latex emulsion formula is ready to use, just pour directly from the bottle.
It continues with the application instructions which were followed to the letter. Cracks deeper than one quarter of an inch I filled with sand to within a quarter of an inch from the surface and if need I waited 24 hours between applications and as indicated I overfilled to allow settling. I did not apply to cracks wider than one half inch and since it was applied in the summer it obviously it was kept from freezing.
Notice of limited warranty:
The Quickrete Companies, Inc. warrant this product to be of merchantable quality when used or applied in accordance with the instructions hereon (which I did.) This product is not warranted as suitable for any purpose or use other than the general purpose for which it is intended. Liability under this warranty is limited to the replacement of its product (as purchased) if found to be defective, or at the shipping companies' option, to refund the purchase price. In the event of a claim under this warranty, notice must be given to the Quikrete Companies, Inc. in writing.
Please consider this my notification in writing.
What difference does it make if the product is applied to an expansion joist or a crack. Both openings will have a certain amount of movement during freezing and thawing. You are telling me that it is not a permanent repair for cracks in concrete. This is not stated on the product label. It is call CONCRETE CRACK SEAL, not TEMPORARY CONCRETE CRACK AESTHETICS MEANT TO LAST A FEW MONTHS DURING SUMMER AND THEN CRUMBLING AND NEEDING REPLACEMENT THE NEXT SUMMER as you implied.
I have every receipt for every bottle of this product purchased. I will be sending you a complete tally of what I spent on this travesty of a product so you can consider this, as stated in the warranty, as written notice that I would like a full refund of the purchase price.
Sincerely
Kenneth Charles

The Quikrete Company has refused to aknowledege the misrepresentation and failure of its product. Further more it is not ready to pour right out of the bottle. Every one of the 1 quart bottles I purchased has to be stirred using a drill and modified paint stirrer to fit through the bottle opening as each bottle contained clumps which continually the nozzle.

Kenneth
Milton, Pennsylvania
U.S.A.

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