Complaints

This profile includes complaints for United Gilsonite Laboratories's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  United Gilsonite Laboratories

  1396 Jefferson Ave Scranton, PA 18509-2415

• 

  United Gilsonite Laboratories

  PO Box 70 Scranton, PA 18501-0070

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/24/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Due to the recent heavy rain I noticed water leaking in my basement between the cinder block walls and the concrete floor. Upon inspection I could not actually see a crack but only fine lines where it appeared the water was coming in. I decided to use Drylok hydraulic cement on the area. I followed the instructions, stripped the paint etched and cleaned and dryer the area. I then applied the cement to the joint and let it dry. I didn't expect a problem so I threw the receipt away. To my surprise when it rained the water came through. I then figured that I would try Drylok HD 9000 waterproofer. I had used this before and never had a problem. I again applied it according to the instructions. If fact I put down three coats one after the other allowing for drying time inbetween. To my surprise water came through again when it rained. I then contacted a professional, First Choice Waterproofing phone: ************. I was told that I had applied the product correctly, the the hydraulic water pressure was to high and this caused the product failure. He then installed an indoor French drain and sump pump which corrected the problem. I then relayed what had happened to ******. I also satisfied their requirements of a picture of the treated area as well as a copy of the receipt from ********** for $ *****. Note I was not asking for a refund of the Drylok hydraulic cement because I no longer had that receipt. I was only asking for a refund for the HD9000 waterproofer which had failed and I did have a receipt for. I have spoken to Drylok at UGL Labs twice at **************, and they refuse to stand by the warranty that they have on their can. There is no point in speaking to them again as they are just stone walking me, and I can get no where with them. I would appreciate it if you could assist with speaking to them. Unfortunately they show me no respect at all. For your information they acknowledge that I sent them the proper receipt and picture but refuse a refund. Thank you.

• Initial Complaint

  Date:09/19/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased numerous DryLok products in 7/22 and 8/22. I followed the instructions for all the products I purchased meticulously. I eventually painted my basement with 2(two) 5 Gallon buckets of DryLock Pro waterproofer. Around I 4/23 noticed that the waterproofing paint was discolored and appeared to slide down the wall. There is an 18 year warranty on the product that says “ In the event that the coating fails, your remedy is limited to either replacement of the product purchased or refund of the purchase price. This is the exclusive remedy.” The first time I emailed ****** ****** on 4/11/23. ****** inconsistently responded to my messages and ignored the content of my messages, dragging out the correspondence for 2 entire months. After sending numerous pictures of the failure, along with copies of my receipts, and all of the DryLok products used, on 6/15/23 ****** informed me that a check will be mailed to me and that it could take up to 6 weeks to process. On 7/27/23, 6 weeks to the date, I followed up with ******. I had to follow up again on 8/1/23 because she never got back to me. She finally told me that there was confusion over the refund price. After multiple attempts to explain BOTH receipts that were emailed numerous times, she finally told me she would expedite the refund and that it can take anywhere from 4-6 weeks to process. On 9/8/23, over 5 weeks later, I messaged ****** again. On 9/12/23 ****** tells me once again that my request is in queue and that she’ll reach out when it is mailed. It is now 11:41pm on 9/18/23 and I’ve yet to hear anything. 5 months of getting strung along when trying to make a warranty claim! I attempted to withhold taking this course of action but this is too long. It’s clear that this UGL’s tactics for handling warranty claims is to push back, deflect and ignore. And for the persistent and determined claimants, lie. 2(two) 5 Gallons of DryLok Pro for $199.98 each is all I’m requesting a refund of, per the warranty.