Complaint Review: Sider-Oxydro Inc. - Hawkinsville Georgia

I honestly cannot be apologetic for the way we have handled your situation.  And I believe that you should be grateful for the fact that we did issue a refund for part of your order you returned that we can never resale because of its condition in which we received it. But more about that issue later in my rebuttal. 

Your complaint refers to the fact that material did not work as shown in the video, that it dried within 10 minutes and that the representative Alexander misrepresented the workability of the products.when in fact you were supplied with a product that worked (we tested the product you returned) when applied following our installation instructions.. You in fact admitted that you attempted to apply our product with only one other person after we recommended a minimum of three people. 

You also admitted applying our product in the middle of a hot summer day after we clearly require that you apply our product early morning on a cool surface and not on a hot surface after several hours of direct sun exposure. When you decided that you did not want to continue with this project, you decided to hold us responsible for your self-inflicted demise. Of course the material was harder to apply and dried within 10 minutes, but it was not because the material did not perform adequately.  It was simply because of not following of our application guidelines. People always ask for application assistance and recommendations if they have an issue.  You never did, you just wanted your money back!   

We kindly agreed for you to return the product you had not used for a partial refund under our terms and conditions you were fully advised on with your assurance that the material was undamaged.  We immediately scheduled the return shipping.  Once the material arrived at our location, the bags were extensively damaged and showed signs that they in contact with water.  The cubes were all crushed, damaged and also showed signs of water (we actually took pictures and would be glad to share with anyone if interested).  However, even with the extensive damage to the packaging and obvious water damage rendering it unusable, we still kept our promise for the refund. But obviously that was not enough for you and you deemed our service unfair even though you accepted the refund without questioning the amount. 

I am left baffled by the fact that we deserved your unjust and clearly vindictive comments on a website that offers to fix reputations in exchange for money. For now 15 years on the market and hundreds of successful projects, we do realize that applications issues are sometime unavoidable and have diligently worked with customers to remediates any problems to the full extent of our abilities and have been very successful at it while being praised on countless occasions.

In addition, I would like to comment on the matter of how easily misleading a frivolous complaint and rip off report can unfairly affect companies just to satisfy the urge to be vindictive.  Once a complaint is posted, it is rather a coincidence that it appears near the top of a Google search.  After further searching through the rip-off report website, they give you the opportunity for the complaint to be arbitrated but never to remove it regardless of the facts; and they want to charge $ 2,000 to do so.  Exert from the website:

 How the VIP Arbitration Process Works

As explained in the Program Rules, the process begins when you provide Rip-off Report with three things: 1.) a signed copy of the Arbitration Agreement; 2.) a complete copy of your Arbitration Statement including any and all supporting evidence, such as documents or Witness Statements (subject to limitations which are discussed in detail in the Program Rules) you want the Arbitrator to review; and 3.) a check for the $2,000 arbitration fee. No arbitration matter will begin until we receive all of these things.

Additonal company and product info:

 Homeowner recently posted a video of her swimming pool remodeling project:

o  http://www.youtube.com/watch v=rHermwTZrQA&feature=my_favorites&list=FLIuW8DR7a7K6CHivHiYoSkw

  Company has been in existence worldwide since 1937

 With many successful worldwide projects, please visit our website for extensive project and customer references.

 Pool plaster voted Top Product for 2008 by Aquatics International

 Pool plaster voted Top 50 Product by Pool & Spa News 2009, 2011, 2012

We stand behind all of our products and will continue to do so. With successful projects worldwide, it is unfortunate that manufacturers are often blamed for incorrect application.

Sincerely and honestly,
Ivan Burgand