Mar P.
$4,000 Loss Due to Product Failure
Review: I am a informed customer who conducts thorough research before undertaking projects. I followed Liquid Rubber's published guidelines to the letter, verified proper substrate conditions with professional equipment, and maintained detailed documentation of my entire process. Despite this, the product completely failed within six months. Timeline: September 2024: Applied products to multiple surfaces (4 decks, dock, 3 staircases, entrance) Spring 2025: Extensive peeling across all surfaces June 2026: Formal complaint filed with the company June 22, 2026: Company denied claim and stated "we consider this matter closed" The Core Problem: Liquid Rubber attributed the failure to "wood checking", which is parallel cracks along the wood grain that occur naturally in lumber. However, their published documentation does not clearly identify this as a disqualifying condition for product use. The website mentions "sound wood" but provides no practical guidance for DIY customers to identify or understand wood checking. During my phone conversation with Technical Sales Representative Edwin Sandoval, he acknowledged that: "The average DIY customer may not understand wood checking" The company "continuously works to improve educational materials" Yet despite acknowledging this documentation gap, the company refused any reimbursement, assistance, or even a gesture of goodwill. Financial Impact: Product costs: $1,839.16 Remediation costs: $2,000+ Labor for original application: Significant Total: Approximately $4,000 What This Reveals: A company that markets itself on customer service should take responsibility when their own documentation fails to communicate critical application requirements. If wood checking is a disqualifying condition, this must be explicitly and prominently stated.... not buried in vague terminology like "sound wood." This is a textbook case of a company refusing accountability when their product fails due to their own inadequate documentation on their part. I would not recommend this product to anyone, and I caution consumers to carefully evaluate whether this company will stand behind their products when issues arise.