Consumers tell BBB they believed that Seal Smart, LLC’s 25-year warranty meant the company would take care of problems with the seal applied to their wood decks, outdoor concrete, or masonry during that time frame. Some of them say their experiences have been otherwise, according to the complaints filed with BBB, which advises consumers to use caution when dealing with the company.Consumers tell BBB the company is unresponsive to complaints, cancels appointments and fails to issue timely refunds to customers who are dissatisfied with the appearance of decks and driveways at different times within the warranty period. The Monett, Mo., business is owned by William R. Vermillion.The company’s website states that the 25-year warranty covers “any failure of our work to perform as stated in our written statements and specifications that have been given to you…” but doesn’t cover “defects, decay, damage or imperfections that exist in the wood or masonry prior to our work.”BBB has received more than 50 complaints and negative consumer reviews about Seal Smart, LLC, over the past 3 years, about half of those occurring in the last six months. Several complaints remain unresolved. The company currently has an “F” BBB rating, the lowest possible.“If they would just send somebody here to take a look, it’s clear as day that there is something wrong,” a Savannah, Mo., woman told BBB about the large deck she had treated a year ago. “There are places where it looks no different than it did before I paid $4,150 to Seal Smart.” After making repeated calls to the company, the woman told BBB she finally spoke with a manager who reviewed her pictures and confirmed the deck wasn’t sealed properly. She says she was encouraged when he said he would send a crew to fix it, but no one came to her home. Instead, she says, the company sent a letter telling her how to clean the deck. “I told them we already cleaned the deck several times. It still looks horrible,” she claims.Michelle L. Corey, president and CEO of BBB St. Louis, says that “Businesses can quickly lose consumer trust by not promptly addressing warranty or other consumer concerns, especially when they’ve invested a lot of money in a product or service.” BBB contacted the company in September 2016 about a pattern of complaints concerning cracking and warping of wood after treatment. The company responded, “We do our best to educate the customer and explain to them what our product does and doesn’t do. Our product permanently seals their wood and protects against rot. Our product doesn’t protect against cracking…Our product doesn’t protect against warping.” The company’s website, however, claims “Without Seal Smart, wood rots, decays & warps…caused by prolonged moisture inside the wood.”It further states, “Seal-Smart Wood Sealant protects without staining or discoloring. New or old, Seal-Smart Wood Sealant will add years of life to your wood structure…” and “restores wood, as close as possible, to its natural color.”A Wellsville, Mo., man tells BBB his deck appeared blotchy and discolored three years after Seal Smart treated it. He emailed pictures to the company, but didn’t get a response for months. “I tried to clean the deck as they suggested when they first sealed it, but it didn’t improve at all,” he told BBB.Seal Smart scheduled and then cancelled two appointments at the last minute over the winter, saying they would be back in April. His patience running out, the man said, “I told them I guess that would be okay, but that will be my absolute deadline. I'm tired of dealing with these clowns.”While the website claims, “Your driveway, patio and sidewalk will last a lifetime,” some customers tell BBB they are concerned now about how it may look over time.A Linn Creek, Mo., woman tells BBB Seal Smart treated her driveway, sidewalk and porch for $2,232. She was displeased with the streaks that appeared when the surfaces dried. She says the company returned, but claimed they couldn’t do anything about the problem. “I paid the other half of what I owed just to be done with them, but I won’t go with anyone again unless I check them out first,” she said.An Imperial, Mo., couple contracted with Seal Smart to seal their driveway and sidewalk in July 2017. “We agreed to be scheduled around other jobs, as long as the work was completed before winter,” the woman tells BBB. Emails and phone calls to the company to get work scheduled went unanswered, she says. The couple was finally reimbursed their $2200 deposit in December. The company requires customers to sign a statement of understanding (SOU) document that explains what consumers can expect when the concrete is cleaned and sealed, according to Seal Smart’s general manager, Roy Vermillion, the owner’s brother. Vermillion told BBB the company currently does not guarantee concrete, but an April 2017 SOU shared with BBB by a consumer states, “Seal-Smart Concrete Sealant carries a Twenty-Five (25) Year Manufacturer's Guarantee.” Vermillion told BBB it must be an old document.In a November 2017 interview with BBB, Vermillion blamed many complaints on some employees who made promises to consumers, both at the time of sale and when problems occurred. He said he intended to address existing complaints and employee issues, as well as put new processes in place to better track customer communication, but several complaints remain unaddressed and new complaints continue to be filed with BBB.According to Vermillion, the business attracts clients from home shows and state fairs in Missouri, Tennessee, Kentucky, Ohio, Indiana, Oklahoma, Arkansas and Kansas, though the company’s website claims 10 states. Prior to 2008, he says Seal Smart operated as Seal Maxx of Missouri under parent company WRV, Inc. BBB offers tips here to consumers looking to hire a reputable contractor.About BBBBBB is a nonprofit, business-supported organization that sets and upholds high standards for fair and honest business behavior. Most BBB services to consumers are free of charge. 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