Pathetic service

Good morning.I was advised by the Manager from Builders express Middleburg to e-mail head office and hope that who ever receives this e-mail will be able to sort out my problem concerning your paint and the persons representing Duram and marketing your product and how i hade been treated with disrespect as a client which in turn caused me to loose a lot of time and money and placed an enormous amount of stress on me. It happened approximately 2 years ago when i decided to paint my house and my house roof.My wife and i when shopping to look for the best paint available for the task that was lying ahead for us.We ended up at Builders express and confronted a representative of builders market at the paint area.We asked him to assist us on the best paint for the task.The sales person assisted us on the paint ideal for wall and the available paint in the color that we wanted and finished conversation on the wall topic.We then asked him to assist us then for the best paint suitable for the roof.We asked the sales person representing Builders Market to assist us the Duram products and paint.He then said that he does not know much about the Duram product and that he will refer to a specialist who deals and is a representative of Duram and is wearing the Duram shirt and logo of Duram on it.My wife and i were taken to him and and the representative was then asked to assist us. My first question to him was, Do you represent Duram and that he will be sure to assist me on the quality and further specifications concerning the paint,Cause i don't want any problems and comebacks regarding the preparation of the roof before painting it.He assured me that i wont need to come back cause it is the best paint around.So the question were asked.Explained to him in detail what is going on with my roof and the and how it looked at that time. He explained some details about the paint and the product itself and convinced my wife and i to make use of your product and above that Guaranteed us that if any problem should accrue that the after sales assistance is of top quality.I then asked him to give me all the preparation needed to do the job which includes brushes and all that was required to go ahead with the job.I repeatedly as him about the preparation cause his words were that seeing that my house roof had previously painted and that it would not be necessary to prep the roof again seeing that it was done previously prepped.I asked again and again.I then asked him that what will bind the paint to the tiles.He answered us that the product has its own binding agent already mixed in with it. I said again are you sure,and he said 100% sure.It will be a waist to spend more money on something i don't need.So my wife and i bought the paint over a month or two. I did exactly and i mean exactly to what your representative toiled me what i must do and how i must prep the roof before painting it.We washed and scrubbed the roof and made sure no flaked no dust no peeling of previous paint was left behind and that alone took a while and money.The time came and the roof was being painted.Each drum of paint purchased was mixed thoroughly through and through using the correct mixing tool and drilling machine.although your rep said its not necessary cause the paint is so thick and it is a standard color paint so i can just give it a stir.We started to paint the roof ,giving it the first coat and letting it dry.While that was happening we continued to paint the rest of the house roof the first coat allowing the paint to dry.once all dry,I climbed up onto the roof and saw that the previous paint was still showing through.Which I could not believe cause the rep said that a second coat was not needed as the paint was so thick one coat will do.I then at that time approached builders which was under previous management to assist me and after talking my wife and I agreed to purchase more drums so that we can continue with the second coat.After eventually completing all the painting roof ,Paving Pillars all with the same type of paint as the rep guided us through the process on what to do and how to do it.He said that this paint was so good that it could be used for all I needed to do.After the second coat was done and dried over a period ,I noticed that the color of the paint was so different when it was totally dry.I even noticed that the green paint ,the previous color was still surfacing slightly and could not understand it.So once again I approached builders express and my concerns about the paint seeing it was mentioned to us it was top quality and we did every thing accordingly to the trained reps that were trained in that field of expertise. I even had color separation from the Drums after mixing thoroughly and in a mater of 30 m walking with the drums the color had started to separate.That was also mentioned to them and photos was taken by me to prove it.I had taken numerous photos and presented it to them and even had a qualified contractor to give me some detail on what could be the problem. From the bottom the roof looked ok but a month later after the total completion of the painting of roof and all other places and 16 drums later the brown paint started to peel of and flake.So I immediately went back to builders express and complained and took this as unacceptable seeing that I did everything that was told told to me step by step by the rep cause I didn’t want any hiccups but unfortunately everything came crushing down. Just want to add that my house was painted with builders paint and did everything step by step as it was explained by the representative of builders and till today had no problems with it. I was satisfied.Eventually after a few months the Manager of builder not the one there now got hold of the regional rep (CHRIS)to come and make a turn that was also a mission cause he phoned me and I was treated with disrespect and that I had to dance according to his tune cause I must leave my job during working hours to accommodate him cause his schedule is more important than my job.I explained to him that if I should leave I don’t get paid,but this did not worry him much.I phoned the Manager of Builders Middleburg and also explained to him in what my situation was and he then agreed that he would speak to this Chris person. This once again went on for a while and fortunately within the following year ,Now we talking maybe six months later I saw him or could be longer since the paint story and that he would see me.He finally arrived I recall a Friday afternoon and was in such a ****ty mood but with a attitude not to smile about, and I knew that this person that I had met for the first time would treat me like ****. I invited him into my home and explained every detail and how I went about painting and the mixing and application and prep and the difference in the color and separating of the paint after mixing it.He immediately went on the defense side of all and started to blame me for everything.That man has no peoples relation at all.He on the spot without even attempting to neutralize the situation just carried on.So I kept my cool and invited him to take a look at the roof and he climbed up onto the roof and started to take photos.He once again threw to the wolves as I told him that I used double coats of paint on the roof and look how it looks now.He called me a **** and said there was only one coat on this roof and he will tell me now that Duram will not cover me cause for this seeing that I painted it myself.I then defended myself by asking what the difference if I do it or somebody else to do it .He could not answer me.He further said that the roof was full of dust and wiped his finger over the tiles and said to me once again in a half frustrated manner that will make anybody agitated and knowing that now you are scratching the lions *****.I said to him do you think I am stupid to paint over dust ,this is more than six moths old what do you expect that my roof has to be dust free. I did not paint over dust .then he continued to blame me for anything he could find and then said look there you mist a spot on a few tiles, so I answered him ,listen imp not having you over to insult me and and its not about the coverage but about the product and why is it peeling off and why when I mixed it was the paint separating.He said while on the roof that he is going to take these photos to the professionals and to the technicians and his bosses and they will make a decision if they will replace the paint and so forth. I welcomed it and he further made me aware that his brother is a boss of Duram and that he would be sent out to my house to come and that he will tell me the same he runs the whole show,that’s now his brother.I also tried to explain that no person just from photos can make such a decision cause its much finer and you only taking the certain places not even the bad place down were its worse. He further assured me that his technicians would bring a device that measures the thickness of the paint and prove to me there is only one coat on the roof.I will be happy and I will prove him wrong.(NO BROTHER CAME NO TECHNICIAN CAME NO DEVICE WAS USED TILL THIS DAY!!). We now hade finished argue on the roof and climbed down and came into the house,i offered him a glass of coke and he said great. He now had a chance to start the blaming game properly.First he said its ESKOM'S FAULT then i asked him where on earth do you come on that.I said to him Eskom is on the other side of Witbank.He answered me by say they expel gasses witch causes acid rain.So i said that is so funny cause nothing here is rusted and why will the previous paint last 20 years.So then that never flew so then he said its the MINES FAULT, so again he said they are cause of what happened.They caused the acid rain..So i answered him again and said do you know what i really think that you really don't know what you are talking about.Blaming all but yourself.So we continued with this pathetic conversation of blaming.He then really said to me that had hit the nail on the head.He mentioned that Duram makes Millions of litters per day and had never had a problem,imp the first to complain and that you (Duram)supply Mozambique and Zimbabwe and so forth and never hade one complain and even Belfast, Hendrina ,and they have never hade a problem.I said straight to face that he is laying otherwise he would be out a job.Then he said which and that will never leave me that Duram has been having a problem with there paint,and that he has on a daily bases problems in other towns that he has to sort out.Just there i said to him again so if Duram or factory that manufactures the paint tell the customer or at least try and at least fix it and not sell the bad batches. and try and make an improvement. He asked me for all my slips and i gave it to him except one and i explained that builders kept it cause they gave me anther persons paint by accident and they phoned me to return it and kept the slip and gave me two drums,which they said once they book the other back a new slip will then be given to me next time i come and get the other drums i needed.The slip wasn't given so i said its ok cause they were so confused there i said leave it you know i was here.So Chris took photos of the slip and said but only 14 slips,So i said did you not here a word i said.I told him i still have the drums if he would like to see them .He said sure,so i took him to them and till today still have them as evidence. He took his camera out and took photos of the barcodes and started to insult me personally indirectly saying that because he sees FOUR different batch no i bought then over the years and kept them here and has expired now used them and now trying to claim from him.I said to him please don't insult me imp not part of your family and friends and i don't BULL**** so keep that to yourself.He has a way off treating people like **** as if they are always in the wrong and he is right.I mentioned to him that take the bar codes and go and scan them into your system and that will tell you when i bought it and with that it wiIl even tell you at which store it was before i received it.I even at that stage asked him i would like a copy of video footage of me in Builders market .He said he will go and look, and that there were never any reps from Duram or anybody representing them. I kept my cool,cause he is the one imp dealing with and i have to except it at that time.Four diff batch no and paint from different stores that Builders ordered when they ran out of stock could have also caused the colour diff i said to him.He said no i mixed it wrong,so i left it there cause imp not going to work myself up than imp already worked up,which he enjoys every moment of. He said to me on his way out that that he will see what they say and he can guarantee that they will not cover it. He then came back after a long time of waiting and feedback and gave me news blaming me my prep was not correct and that his bosses and Duram will supply me with the paint to redo my house so i argued the point about his reps that told me what to do and the labour cost cause if it was not for the wrong advice and guidance we would not be sitting in this predicament. He further said that they are to be prepared to meet me half way .Which he said i pay the labour and the undercoat and Duram will supply the paint .I said know cause i spent 16 thousand already and i don't have money for that.He was extremely adamant.He said that he will go and speak to his bosses again and that was the last. Well i waited a long time for feedback and phoned him cause he just ignored me and in the meantime i kept on staying in touch with the old manager of builders and asked him why is Chris not coming back to me.he said that Chris was busy.and that he will contact him and find out what was going on.Months went by and still phoning ,riding up and down wasting my petrol and money after him.Same old story. Eventually i got hold of him and we had a fight over the phone.He said again that Duram said and his bosses said that we must meet half way cause they only cover the paint.I disagreed and we had a fight exchanging words and he has a filthy habit of attacking people over a phone but face to face a not his fault always the costume fault.So he stands by his decision.So in the meantime i went to builders market and to my surprise a new manager and i spoke to him and told him the whole story from the beginning and he said he will look into it and let me know and i also asked him for video footage to prove that to whom my wife had spoken to.A few months went by again and and eventually Adam said to me the same that Chris hade told me they will meet me half way so we excepted and that cause this was taking so long and my roof was looking bad.So Adam said that seeing that i bought everything from his store that he was prepared from his side to give me all the preparation i need from his store.I said thanks allot i do appreciate it and shook on it.Adam asked me for a drawing of the house roof and all the places I've painted So i gave it to him.He said take your time don't be in a hurry all is settled and arranged.When i am ready we can do all this.He said that i must get the old paint off first at my own cost like it was agreed by Myself ,Adam and Chris and his bosses so i did burning out my Wap and caused me to go and buy me a new one.Once roof all done i went back to Adam and i invited him to my house to come and see for himself. He came with a person that works for him and has an enormous amount of experience with this kind of situation and what it all entitles.They looked at everything and he was happy with it and he then said that Chris said that they will give me a few drums at a time is it ok then.I agreed to that and was happy so now just waiting for Adam to let me know when i can come and fetch it and once again he told me that Chris said only paint and him the preparation and I'm responsible for the rest,doesn't matter how long it takes.I was satisfied then.He left and i waited him to go and confirm with Chris.waited again and i got hold of Adam and he said all is good and i started to received one drum of undercoat at a time and as i used it up i went and fetched another.I then received 5 drums of brown paint and started to paint the roof after it was prepared in sections. It was all going well and i did Daily inspections on the roof and even got out a Qualified painter who has his own business and is in the same situation with Chris and Duram and the house is right next to mine.Chris had spoken to me bout that guys business and how much he spent and the he is to blame for his mess-up.I told the guy every thing and is furious that Chris speaks to others about his business.But anyway i got he guy out and showed him what is done and what still has to be done.He saw that the first coat doesn't not cover the undercoat and the a second coat is need so still on the same 5 drums a second coat was given and brilliant it came out perfect.I used up all the drums and part of my roof is done with new paint and other parts are done with white primer and other parts are not done yet.The Manager is still committed to help me and every time he has to give me primer or paint he must first consult with this Chris.Now the Manager phones me and say 2 months ago that Chris has told him not to give me any more paint and primer.I was supposed to paint only the tiles that were peeling and flaking. Now how on earth do you after two years and me Wapping down washing the roof spending money on labour and do what was agreed a pone and excepting In this year and my roof looking like a shack roof now was only supposed to paint a tile here and there. Is that the mentality of the Builders rep Chris that has to assist clients on how to go about with situations like this.No wander he can turn around and say his untouchable and that i can write a letter to who ever i want and go to a lawyer he is right.He has now stopped everything and now I'm waiting two months now for feedback from Adam to come and get more primer cause they were busy with stock.He still has not phoned me to come in and get primer.Looks like Chris has got to him as well now. I as a customer is highly upset the way i was spoken ,treated , blamed and even accused de*****ing Duram by buying paint and storing it in my Garage.Like it was said its a matter of he said he said.That's what he told me Chris after i threatened to take this further while we spoke the last time on the phone 2 years ago.Adam encouraged me to get contact with you Duram Head office and that you will be able to assist me in this matter and that all will be sorted out in a descent matter. My house and roof ,paving is now standing and the rainy season is coming soon and paint fading and at the end the whole roof needs to be done over again .