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Consumer Complaints

BBB Accredited Business since 10/01/1989

IBC Manufacturing Company

Phone: (901) 344-5300Fax: (901) 344-5320

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BBB began including complaint response text in BBB Business Reviews on July 31, 2013.

BBB reports the complaint response text for all reportable complaints against a business that are received electronically.

Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
08/25/2014Problems with Product / Service | Read Complaint Details
X

Complaint
Their product will not dry.
We applied their ********* deck stain 5 weeks ago and it is still not dry. I applied it just as the directions instructed on the can. When I called their office all they did was insist it was my fault. They offered no fix to problem.

After talking to them I had to take a Nitro as I have a very weak heart....please help me

Desired Settlement
I want them to refund my purchase price and fix the problem ASAP at their expence

Business Response

IBC response to*****


IBC MANUFACTURING COMPANY
July 10, 2014
BBB Serving the Mid-South
Special Investigations & Dispute Resolution
Attn: ***** ********
363 Tyndale Drive Memphis, TN 38125
Re:Case #40096794:**********
Dear Mr. ********, I regret we didn't respond as quickly as you would have liked on this matter, but we spoke to Mr.***** after we received your first letter and I would like to point out the following:

1. He says he applied********** Deck stain.********** is not a deck stain. (please see attached label)********** is an Exterior Wood Preservative and Finish; it is an Oil-Based Wood Preservative. It is not a deck stain.

2. There are no directions for use on decks for********** Preservative. It is approved for use on log homes, shingles and shakes, siding, fences, rough lawn lumber, old weather wood and new porous woods. On page 2, we give directions for use for vertical surfaces not horizontal surfaces. The first sentence under Directions for Use states "it is a violation of Federal Law to use********** in a manner inconsistent with its labeling." There is no mention of decks on the********** label.

What Mr.***** is recalling is not supported by the facts. I'm not aware of him calling our office or anyone saying it's his fault. We received your letter and referred it to Mr. ******* ********, our sales person for Eastern Tennessee, to see the deck. He made an appointment with Mr. ****. He informed Mr.***** what I just stated above that********** is not approved for use on anything except what is stated on the label. We are running some experiments to see if we can help Mr.***** to alleviate his issue, but it is not a situation where he followed label directions. Mr.***** made an assumption that he could use********** on decks and the assumption was wrong.

I trust that the above explanation will conclude this case. We will try to assist Mr.*****, if we can, but he misused the product and bares soul responsibility for this misuse.

Sincerely,
*********. ******* PH.D.

President & C.O.O



Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)
The label/instructions states it is for WOOD, my deck is wood. NOWHERE on the label does it state, "for vertical surfaces only". NOWHERE on the label does it state "do not use on decks" it says "Wood"

Final Business Response

IBC response to Rebuttal 40096794

1BC MANUFACTURING COMPANY July 22, 2014
BBB Serving the Mid-South
Special Investigations & Dispute Resolution
ATTN: ***** ********
3693 Tyndale Drive Memphis, TN 38125
SUBJ: CASE #40096794 -**********
Dear Mr. ********:

I write to respond to Mr.*****' complaint regarding the *********® Exterior Wood Preservative and Finish.

IBC Manufacturing Company (IBC) understands that Mr.***** remains upset, and we regret that our attempts to address his situation did not meet his expectations.

To begin with, it is important to understand exactly what Mr.***** purchased. ********* is an exterior wood preservative and finish that exhibits pesticidal characteristics. As a result, the U.S. Environmental Protection Agency (EPA) must review and approve the labels for this product before it is sold. Because of the nature of this product, it is very important that users read and follow the label instructions. To reinforce the importance of the label, the EPA requires the label to contain the statement that "t is a violation of Federal Law to use ********* in a manner inconsistent with its labeling."

The directions for use provide instructions on how to apply the product to "log buildings, roof, wood siding, or fence." There are no directions for use on decks. The front ofthe label also states that the product is for log homes, shingles and shakes, siding and fences. It seems clear to us that these are the intended uses for this product.

We understand that Mr.***** believes the product is for wood and his deck is wood, therefore he could use this product on his deck. The label, however. does not state that it is for all wood products. The label states that if ********* "is applied to non-porous or film-covered surfaces which prevent or significantly retard penetration, reduced performance or even complete failure can result. Test first if in doubt." Decks are typically built with pressure-treated wood that lacks the porosity needed to absorb *********. That is why decks are not listed as a use for this product. It does not appear that Mr.***** tested the product before using it on his entire deck.

IBC cannot take responsibility when a consumer uses a product in contravention of the EPA-approved label.

However, in an attempt to assist Mr.***** with his issue, IBC did make two separate visits to Mr.*****' home.

Each time, IBC provided Mr.***** with tips and guidance regarding how to remove the product from his deck.

Because the product is not intended for the type of wood used to make Mr.*****' deck, there is no "quick fix" for the issues he has experienced.

IBC denies any liability or responsibility with respect to the misuse of its product. That being said, IBC is willing to reimburse Mr.***** the cost of the product he purchased (as shown on the enclosed receipt) if he signs a release.

IBC hopes that this satisfies Mr.***** and provides closure on this matter.

Sincerely
**********
General Counsel For and on behalf of
IBC Manufacturing Company
Enclosure
******************.
Memphis, TN 38109





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