Consumer Beware: My Ongoing Experience with BUCO / Excelsior

BUCO Knysna and Excelsior Paints – Roof Coating Failure Following Technical Advice

Advice Received

Before purchasing and applying the roof coating, I specifically sought technical advice from a BUCO Knysna paint technician regarding whether the product was suitable for application over an existing Coprox-coated surface.

I re**** on the advice provided by BUCO and the relevant technical representatives when selecting and purchasing the product. Had I been advised that the product was unsuitable for use over the existing Coprox coating, I would not have purchased or app**** it.

Extensive Product Failure and Technical Concerns

Following application, the roof coating failed extensively. It continues to peel and delaminate from the roof surface.

The nature and extent of the failure raise serious and unresolved technical concerns regarding the compatibility of the recommended coating system with the existing Coprox-coated substrate. These concerns require a proper, objective technical investigation rather than an unsupported attribution of responsibility to me as the consumer.

To address the ongoing failure and remove the defective coating, I have had to high-pressure clean the roof surface on numerous occasions. This has caused additional expense, effort, inconvenience and disruption.

Attempts to Resolve the Matter

Since lodging my complaint, I have engaged with BUCO Knysna and Excelsior Paints through site visits, consultations and discussions in an effort to obtain a fair and practical resolution.

Despite these efforts, the matter remains unresolved. I have repeatedly requested progress reports and meaningful updates from BUCO Knysna, but have received limited substantive communication. The lack of timely and effective engagement has prolonged the dispute and left the underlying problem unresolved.

I am particularly concerned that responsibility appears to have been attributed to me by Excelsior without the relevant technical issues being properly addressed, including:

• the advice provided before the purchase; • the suitability of the product for application over the existing Coprox coating; • the compatibility of the recommended coating system with the substrate; and • the cause of the subsequent peeling and delamination.

These are central issues that must be addressed before responsibility can fairly be determined.

Current Impact

The coating continues to fail, leaving the painted surface in an unsatisfactory condition. I have incurred additional costs and experienced considerable inconvenience while attempting to remove the failed coating and limit the effects of the failure.

I acted reasonably and in good faith by seeking and relying on technical advice before undertaking the work. A consumer who obtains professional guidance before purchasing a product should be able to expect that the advice will be accurate and that any subsequent failure will be investigated objectively and addressed responsibly.

Resolution Requested

I request that BUCO Knysna and Excelsior Paints now:

1. Clearly state their respective positions regarding responsibility for the advice provided and the resulting failure; 2. Submit a practical and properly detailed remediation proposal addressing the removal of the failed coating and the application of a suitable and compatible replacement system; and 3. Address the reasonable costs, expenses and inconvenience I have incurred as a result of this matter.

I have made repeated efforts to resolve this issue directly and amicably. I am posting this complaint because those efforts have not produced a satisfactory resolution and because I require meaningful engagement, transparency and an evidence-based response from both parties.

I am seeking accountability and a lasting solution, not further delays or unsupported attempts to shift responsibility. BUCO Knysna and Excelsior Paints should now address the technical issues directly and provide a clear resolution proposal.

I reserve all my rights in respect of this matter, including the right to pursue further remedies through the appropriate consumer protection authorities and legal channels, without further notice.