Rust-oleum "Restore" product was applied to my cleaned and prepped deck exactly as directed by the manufacturer. Within six months, the product started peeling off in large pieces. What I am left with is a 1300 foot deck with the textured product missing in many places, and adhered so firmly in other places that it is impossible to remove.
rust-oleum has offered to replace the cost of the product Only. I have a substantial amount of money invested in the labor used to clean and prep the deck, and the cost of applying the product. Now I am facing even larger costs required to remove this product and replace it. I feel the surface of my deck is ruined. I have a large financial investment in a product that has failed miserably, and a company that acknowledges it failed, yet refuses to accept responsibility. There are numerous other complaints exactly like mine that this company had been made aware of. What can I do in this situation??
It’s never been easier to bring a upscale, modern look to your all your projects. Rust-Oleum® Universal® Metallic Spray Paint is a paint and primer in one that provides superior coverage and durability on any surface and at any angle—with the unmatched comfort of our patented trigger technology.
For use on interior / exterior environments
One Universal coating for diverse substrates
Ultimate flexibility for extreme applications
Maximum adhesion for demanding substrates
Fast, efficient coverage
Fade and chip resistant
Rust preventative
2008 HANDY Innovation Award Winner
This has been our experience with this product and dealings with Rust-Oleum Customer Service people to get ALL my money back for the product and for the hardware now damaged by their product.
..... It has been a nightmare to say the least. We believe they were allegedly dragging things out; game-playing, (one person to the next person, saying they could not retrieve the attachments, then telling me to mail them the information…Why? so they could say they never received it or a whole bunch of other excuses) probably hoping I would go away.
After you read the Summary of communications that happened, first if Rust-Oleum was so interested in fixing the issue, they would have refunded us immediately for everything (spray paint and damaged hardware from spraying the items).
Note: In a telephone conversation with Beth and her follow-up Email she said I could expect a check for the product purchased that would take 14 to 21 days for me to receive. WOW! now that is customer service, caring for the consumer and fixing the issues when it takes approximately 4 days by snail mail to get me this so-called refund, and approximately 2 days if they really cared and sent it to me by a speedier mail service…instead, I am told 14 to 21 days (at this point I am only receiving a refund for the receipts I still had in my possession not all the product purchased), and I am still looking forward to receiving a reply from the July 11th, 2014 fax sent to Rust-Oleum. At the date of this posting no one from Rust-Oleum has responded to it.
We, wholeheartedly believed Rust-Oleum’s product claims not thinking, or knowing it would leave the hardware in my new home in such a mess.
TO ALL CONSUMERS, PLEASE SAVE YOURSELF A LOT OF MONEY, TIME AND ENERGY…DO NOT BUY THIS PRODUCT BECAUSE IT DOES NOT DO WHAT RUSTO-LEUM CLAIMS IT DOES. THIS PRODUCT DOES PEEL, CHIP, RUB AND SCRAPE OFF WITH NORMAL USE!
JUNE 25, 2014 - My Email TO Rust-Oleum at [email protected] stating:
"...I bought several cans of Rust-Oleum Universal Oil Rubbed Bronze Spray Paint and it has not lasted. Within a few weeks it is peeling, chipping off, etc. I would like someone to call me as soon as possible, because I am very unhappy with the results. Thank you..."
JUNE 25, 2014 - Received an immediate auto responder back stating:
"Thank you for contacting Rust-Oleum Product Support. Your email has been received and we will respond as soon as possible. E-mail reference 81131 has been assigned to your inquiry. Thank you! The Rust-Oleum Product Support Team."
JUNE 27, 2014 - Email FROM Rust-Oleum stating:
"Thank you for contacting Rust-Oleum Product Support. I am very sorry to hear of the problems that you are having with our spray paints. This is certainly not typical and not what we have come expect of these products. Can you please submit photos of the peeling and chipping paint. If you can provide the product and batch codes from the underside of the can(s) we can look into this further. We would also be happy to issue a refund for the product. Attached is a photo identifying the product and batch codes from our can. Please note that these may vary slightly in placement / location on the can itself. Sincerely, Stacey To help expedite your response, please reply directly to this e-mail without making any changes to the Subject line."
JUNE 27, 2014 - My Email TO Rust-Oleum stating:
"Hi Stacey, Here are the photos you requested. I bought a brand new home (new construction) at the end of August 2013. My home is approximately 2,500 square feet. I bought enough product to spray all the hardware for 17 doors; handles, and door plates, plus all the fixtures for 3 bathrooms (faucets, sinks, bathtubs/shower) etc. My mom and I followed the instructions posted on the internet from several DIY websites that rave about your product. I thought it would be a lot cheaper than buying new hardware which could cost me a few thousand dollars. Plus, we thought it would be a really fun project. Sadly this was not the case. Because we had to lightly rub the shine off the hardware to prepare them for painting the rubbed oil bronze; they are now damaged and look horrible too. My mom is a professional painter who has worked on show homes, new construction, and renovated other homes so she is very diligent in following instructions and understanding how to do things. She had not done hardware for all these regularly used items before, so she gave it a try. We used approximately 18 to 20 cans however, we no longer have the cans because we sprayed them over the course of several months. To ensure there would be a good bond/very dry, we allowed them to sit for about two to four weeks before installing them back in their original position. I have some of the receipts which are attached but others were paid for in cash. and those I do not have. Also, how would I be able to get you the batch numbers now or does the receipt give you a bit of a clue of the batches? Thanks.."
Purchases:
Ace Hardware: Feb 11, 2014 (1 can $9.23)
Home Depot: Nov 6, 2013 (4 cans $27.04)
Lowes: July 26, 2013 (2 cans $15.94); Dec 6, 2013 (1 can $7.97)
Walmart: October 15, 2013 (1 can $5.77)"
JULY 1, 2014 - Email FROM Rust-Oleum stating:
"Thank you for contacting Rust-Oleum Product Support. I am sorry, but the attachments that you have submitted were not sent in a format that our system could retrieve. If you are sending photos, receipts, please include these as attachments to the email itself, rather than pasting or inserting them into the email body. Sincerely, Beth F..."
JULY 1, 2014 - My Email TO Rust-Oleum at 11:00 AM and 11:01 AM:
Since Beth F said they could not retrieve the attachments (photos and receipts) I sent them in the body of 2 separate Emails. AND GUESS WHAT, RUSTOLEUM HAS AN ISSUE WITH THE ATTACHMENTS SAYING THEY DID NOT WORK!….HOW CONVENIENT, RIGHT!
JULY 3, 2014 - Email FROM Rust-Oleum stating:
"...Thank you for contacting Rust-Oleum Product Support. I'm sorry but if you sent attachments they did not work. If you would like you can mail them to us directly and we can solve the issue. You can mail to our address: 11 E Hawthorn, Vernon Hills, IL, 60061. You can also fax it to: 844-888-0577 Sincerely, Ashley C..."
JULY 3, 2014 - Called and Faxed a Letter to Beth F. at Rust-Oleum HQ:
"Further to the above-noted matter, and in response to a telephone conversation with my mom,…even date. Further, as discussed enclosed are the photos and receipts I have sent to your offices on approximately three (3) occasions. Thus, to avoid any further alleged "intentional delays" of dealing with this matter by Rustoleum Customer Service Reps, the enclosed receipts are the ones currently in my possession. As previously mentioned in my communication, the other "cash" receipts for the remainder of the can are no longer in my possession. Furthermore, the product used was for the hardware, faucets etc. in my brand new home (new construction build) wherein I took possession last year on or about August 30, 2013. Furthermore, this product does not last and am now left with hardware and faucets that look horrible and a mess. I trust the foregoing is satisfactory, and look forward to receiving your immediate, and prompt resolve to this matter…"
JULY 7, 2014 - Email FROM Stacy Zbylut stating:
"…Thank you for sending in the requested information. I have issued you a refund check for the amount of $70.88. This reflects the cost of your spray cans plus an 8.7% sales tax. You should receive your check in the mail within 14-21 days. Sincerely, Stacey"
JULY 11, 2014 - Faxed a Letter to Beth F. at Rust-Oleum HQ:
"Further to the above-noted matter, I am confirming that I did get your communication regarding the refund for the product purchased, however the remaining issue that is still outstanding is all the hardware in my new home that was damaged by using the Rust-oleum Spray paint - Rubbed oiled Bronze.
I look forward to hearing from you regarding how this is going to be handled and remedied also by Rustoleum because all the hardware was brand new in my home, had to be prepped for painting and of course by the pictures I sent you I am left with a huge mess and all damaged items that need to be replaced…"
There are large numbers of people nationwide who purchased Rust-Oleum's Deck Restore product in 2013. We followed the prep and application instructions to the letter. We all experienced utter failures (bubbling, cracking, peeling, flaking) before even a year passed -- for a product that was advertised to last up to 3 years and promised to "Restore" and protect old decks.
The company refuses to acknowledge this product failed so miserably and blames consumers. It only offers to (after time spent on hold, gathering receipts, and processing) refund consumers the actual cost of the product.
This was sold during the Great Recession as a DIY product, so the labor is uncompensated, and I believe many consumers are lower- and middle-class homeowners who, like me, looked to this product and its advertising claims as a way to preserve part of our investment at a time when budgets were very tight. Perhaps it's a case of something being too good to be true.
A mere product reimbursement is not nearly enough in this instance. For some, our decks are ruined and must be completely replaced. In the meantime, we are left with the removal of the material that hasn't flaked, peeled, bubbled and cracked.
Please note this product contains crystalline silica (see https://www.osha.gov/silica/). One company representative told a homeowner that stripping products needed to be used to remove it. Another told me that, "per their website" it was "safe to sand it off." I liken it to asbestos, when it comes to sanding it off. Again, as a DIY product, most consumers are not aware of the dangers of sanding it off and inhaling airborne particulates. Most of us aren't skilled at abatement of potentially dangerous materials, which I would liken it to, and lack the proper protective gear. It is utterly reckless for the company to suggest consumers sand-off the material.
The company insists we all must have erred in our preparation or application. We did not. We followed instructions supplied to the letter. After the fact, the company appears to have back-tracked and (depending who you talk) changed those instructions. We have data to back-up our claims. If you were similarly affected, please see the Facebook page "Rust-Oleum Restore Users" where we are attempting to communicate with each other. Many of us have been banned from the company's page and had our comments removed as they were negative.
I personally would love to see someone take this on as a class-action lawsuit. We meet the definition. We cannot afford to sue individually, and ALL of our complaints with the product are IDENTICAL. We have proof that flies in the face of the claims made by Rust-Oleum to the contrary. There are many of us.
A simple Google search will reveal negative product reviews, horror tales, and please look at the YouTube videos of people's Deck Restore horror stories. This company needs to make consumers WHOLE, legally, which meants the cost of removing the failed product and whatever needs to be done to either properly re-seal or if needed (in some cases) replace the entire deck.
Rust-Oleum Reviews
Rust-oleum "Restore" product was applied to my cleaned and prepped deck exactly as directed by the manufacturer. Within six months, the product started peeling off in large pieces. What I am left with is a 1300 foot deck with the textured product missing in many places, and adhered so firmly in other places that it is impossible to remove.
rust-oleum has offered to replace the cost of the product Only. I have a substantial amount of money invested in the labor used to clean and prep the deck, and the cost of applying the product. Now I am facing even larger costs required to remove this product and replace it. I feel the surface of my deck is ruined. I have a large financial investment in a product that has failed miserably, and a company that acknowledges it failed, yet refuses to accept responsibility. There are numerous other complaints exactly like mine that this company had been made aware of. What can I do in this situation??
RUST-OLEUM CLAIMS THEIR OIL-RUBBED BRONZE SPRAY PAINT:
rustoleum.com/product-catalog/consumer-brands/universal/universal-metallic-spray-paint/
ABOUT METALLIC SPRAY PAINT
It’s never been easier to bring a upscale, modern look to your all your projects. Rust-Oleum® Universal® Metallic Spray Paint is a paint and primer in one that provides superior coverage and durability on any surface and at any angle—with the unmatched comfort of our patented trigger technology.
For use on interior / exterior environments
One Universal coating for diverse substrates
Ultimate flexibility for extreme applications
Maximum adhesion for demanding substrates
Fast, efficient coverage
Fade and chip resistant
Rust preventative
2008 HANDY Innovation Award Winner
This has been our experience with this product and dealings with Rust-Oleum Customer Service people to get ALL my money back for the product and for the hardware now damaged by their product.
..... It has been a nightmare to say the least. We believe they were allegedly dragging things out; game-playing, (one person to the next person, saying they could not retrieve the attachments, then telling me to mail them the information…Why? so they could say they never received it or a whole bunch of other excuses) probably hoping I would go away.
After you read the Summary of communications that happened, first if Rust-Oleum was so interested in fixing the issue, they would have refunded us immediately for everything (spray paint and damaged hardware from spraying the items).
Note: In a telephone conversation with Beth and her follow-up Email she said I could expect a check for the product purchased that would take 14 to 21 days for me to receive. WOW! now that is customer service, caring for the consumer and fixing the issues when it takes approximately 4 days by snail mail to get me this so-called refund, and approximately 2 days if they really cared and sent it to me by a speedier mail service…instead, I am told 14 to 21 days (at this point I am only receiving a refund for the receipts I still had in my possession not all the product purchased), and I am still looking forward to receiving a reply from the July 11th, 2014 fax sent to Rust-Oleum. At the date of this posting no one from Rust-Oleum has responded to it.
We, wholeheartedly believed Rust-Oleum’s product claims not thinking, or knowing it would leave the hardware in my new home in such a mess.
TO ALL CONSUMERS, PLEASE SAVE YOURSELF A LOT OF MONEY, TIME AND ENERGY…DO NOT BUY THIS PRODUCT BECAUSE IT DOES NOT DO WHAT RUSTO-LEUM CLAIMS IT DOES. THIS PRODUCT DOES PEEL, CHIP, RUB AND SCRAPE OFF WITH NORMAL USE!
JUNE 25, 2014 - My Email TO Rust-Oleum at [email protected] stating:
"...I bought several cans of Rust-Oleum Universal Oil Rubbed Bronze Spray Paint and it has not lasted. Within a few weeks it is peeling, chipping off, etc. I would like someone to call me as soon as possible, because I am very unhappy with the results. Thank you..."
JUNE 25, 2014 - Received an immediate auto responder back stating:
"Thank you for contacting Rust-Oleum Product Support. Your email has been received and we will respond as soon as possible. E-mail reference 81131 has been assigned to your inquiry. Thank you! The Rust-Oleum Product Support Team."
JUNE 27, 2014 - Email FROM Rust-Oleum stating:
"Thank you for contacting Rust-Oleum Product Support. I am very sorry to hear of the problems that you are having with our spray paints. This is certainly not typical and not what we have come expect of these products. Can you please submit photos of the peeling and chipping paint. If you can provide the product and batch codes from the underside of the can(s) we can look into this further. We would also be happy to issue a refund for the product. Attached is a photo identifying the product and batch codes from our can. Please note that these may vary slightly in placement / location on the can itself. Sincerely, Stacey To help expedite your response, please reply directly to this e-mail without making any changes to the Subject line."
JUNE 27, 2014 - My Email TO Rust-Oleum stating:
"Hi Stacey, Here are the photos you requested. I bought a brand new home (new construction) at the end of August 2013. My home is approximately 2,500 square feet. I bought enough product to spray all the hardware for 17 doors; handles, and door plates, plus all the fixtures for 3 bathrooms (faucets, sinks, bathtubs/shower) etc. My mom and I followed the instructions posted on the internet from several DIY websites that rave about your product. I thought it would be a lot cheaper than buying new hardware which could cost me a few thousand dollars. Plus, we thought it would be a really fun project. Sadly this was not the case. Because we had to lightly rub the shine off the hardware to prepare them for painting the rubbed oil bronze; they are now damaged and look horrible too. My mom is a professional painter who has worked on show homes, new construction, and renovated other homes so she is very diligent in following instructions and understanding how to do things. She had not done hardware for all these regularly used items before, so she gave it a try. We used approximately 18 to 20 cans however, we no longer have the cans because we sprayed them over the course of several months. To ensure there would be a good bond/very dry, we allowed them to sit for about two to four weeks before installing them back in their original position. I have some of the receipts which are attached but others were paid for in cash. and those I do not have. Also, how would I be able to get you the batch numbers now or does the receipt give you a bit of a clue of the batches? Thanks.."
Purchases:
Ace Hardware: Feb 11, 2014 (1 can $9.23)
Home Depot: Nov 6, 2013 (4 cans $27.04)
Lowes: July 26, 2013 (2 cans $15.94); Dec 6, 2013 (1 can $7.97)
Walmart: October 15, 2013 (1 can $5.77)"
JULY 1, 2014 - Email FROM Rust-Oleum stating:
"Thank you for contacting Rust-Oleum Product Support. I am sorry, but the attachments that you have submitted were not sent in a format that our system could retrieve. If you are sending photos, receipts, please include these as attachments to the email itself, rather than pasting or inserting them into the email body. Sincerely, Beth F..."
JULY 1, 2014 - My Email TO Rust-Oleum at 11:00 AM and 11:01 AM:
Since Beth F said they could not retrieve the attachments (photos and receipts) I sent them in the body of 2 separate Emails. AND GUESS WHAT, RUSTOLEUM HAS AN ISSUE WITH THE ATTACHMENTS SAYING THEY DID NOT WORK!….HOW CONVENIENT, RIGHT!
JULY 3, 2014 - Email FROM Rust-Oleum stating:
"...Thank you for contacting Rust-Oleum Product Support. I'm sorry but if you sent attachments they did not work. If you would like you can mail them to us directly and we can solve the issue. You can mail to our address: 11 E Hawthorn, Vernon Hills, IL, 60061. You can also fax it to: 844-888-0577 Sincerely, Ashley C..."
JULY 3, 2014 - Called and Faxed a Letter to Beth F. at Rust-Oleum HQ:
"Further to the above-noted matter, and in response to a telephone conversation with my mom,…even date. Further, as discussed enclosed are the photos and receipts I have sent to your offices on approximately three (3) occasions. Thus, to avoid any further alleged "intentional delays" of dealing with this matter by Rustoleum Customer Service Reps, the enclosed receipts are the ones currently in my possession. As previously mentioned in my communication, the other "cash" receipts for the remainder of the can are no longer in my possession. Furthermore, the product used was for the hardware, faucets etc. in my brand new home (new construction build) wherein I took possession last year on or about August 30, 2013. Furthermore, this product does not last and am now left with hardware and faucets that look horrible and a mess. I trust the foregoing is satisfactory, and look forward to receiving your immediate, and prompt resolve to this matter…"
JULY 7, 2014 - Email FROM Stacy Zbylut stating:
"…Thank you for sending in the requested information. I have issued you a refund check for the amount of $70.88. This reflects the cost of your spray cans plus an 8.7% sales tax. You should receive your check in the mail within 14-21 days. Sincerely, Stacey"
JULY 11, 2014 - Faxed a Letter to Beth F. at Rust-Oleum HQ:
"Further to the above-noted matter, I am confirming that I did get your communication regarding the refund for the product purchased, however the remaining issue that is still outstanding is all the hardware in my new home that was damaged by using the Rust-oleum Spray paint - Rubbed oiled Bronze.
I look forward to hearing from you regarding how this is going to be handled and remedied also by Rustoleum because all the hardware was brand new in my home, had to be prepped for painting and of course by the pictures I sent you I am left with a huge mess and all damaged items that need to be replaced…"
There are large numbers of people nationwide who purchased Rust-Oleum's Deck Restore product in 2013. We followed the prep and application instructions to the letter. We all experienced utter failures (bubbling, cracking, peeling, flaking) before even a year passed -- for a product that was advertised to last up to 3 years and promised to "Restore" and protect old decks.
The company refuses to acknowledge this product failed so miserably and blames consumers. It only offers to (after time spent on hold, gathering receipts, and processing) refund consumers the actual cost of the product.
This was sold during the Great Recession as a DIY product, so the labor is uncompensated, and I believe many consumers are lower- and middle-class homeowners who, like me, looked to this product and its advertising claims as a way to preserve part of our investment at a time when budgets were very tight. Perhaps it's a case of something being too good to be true.
A mere product reimbursement is not nearly enough in this instance. For some, our decks are ruined and must be completely replaced. In the meantime, we are left with the removal of the material that hasn't flaked, peeled, bubbled and cracked.
Please note this product contains crystalline silica (see https://www.osha.gov/silica/). One company representative told a homeowner that stripping products needed to be used to remove it. Another told me that, "per their website" it was "safe to sand it off." I liken it to asbestos, when it comes to sanding it off. Again, as a DIY product, most consumers are not aware of the dangers of sanding it off and inhaling airborne particulates. Most of us aren't skilled at abatement of potentially dangerous materials, which I would liken it to, and lack the proper protective gear. It is utterly reckless for the company to suggest consumers sand-off the material.
The company insists we all must have erred in our preparation or application. We did not. We followed instructions supplied to the letter. After the fact, the company appears to have back-tracked and (depending who you talk) changed those instructions. We have data to back-up our claims. If you were similarly affected, please see the Facebook page "Rust-Oleum Restore Users" where we are attempting to communicate with each other. Many of us have been banned from the company's page and had our comments removed as they were negative.
I personally would love to see someone take this on as a class-action lawsuit. We meet the definition. We cannot afford to sue individually, and ALL of our complaints with the product are IDENTICAL. We have proof that flies in the face of the claims made by Rust-Oleum to the contrary. There are many of us.
A simple Google search will reveal negative product reviews, horror tales, and please look at the YouTube videos of people's Deck Restore horror stories. This company needs to make consumers WHOLE, legally, which meants the cost of removing the failed product and whatever needs to be done to either properly re-seal or if needed (in some cases) replace the entire deck.