In the summer of 2017, we had our home painted. Hoping to get the most out of our money and inconvenience, we chose to buy the best paint and caulk our money could buy. We chose Sherwin-Williams' Sher-Max Urethanized Elastomeric Sealant caulk; we were willing to pay more for its promises of a crackproof seal, excellent durability, and lifetime warranty. I am writing to notify you of the breaches of contract and warranty in relation to this product. My husband and I wish to be made whole. We did everything right. We used the highest quality caulk you make. It was fully dried before it was painted, the joints were less than 1/4" in width, and it was not applied too thinly. Yet, the caulk has failed on nearly every single joint. Whereas, for the first couple of months we looked with pleasure at all of our freshly painted walls and trim, now, we look with dread, knowing our eyes will be caught by failing caulk, filling us with regret at what we spent, both in inconvenience and money. By late fall of 2017, we began to notice significantly cracked and faulty areas of the newly caulked and painted walls. Our bedroom, particularly, had caulk that was separating from the trim above and below it. Numerous other areas in the house had similar occurrences. It was mesmerizing, but not in a good way. We began conversations with the store about the situation in December of 2017. Communications with Davaul Carter, the local SW sales representative, and the local store were spotty. I was told numerous times by the store managers (Gray and Brandon) that they would address the issue, either by having Mr. Carter (or his replacement) contact me or speaking with Mr. Carter and then getting back in touch with me. Mr. Carter was, for the most part, unresponsive to my calls, emails (attached, ) and texts. As I had left numerous messages for him without hearing back, I called him with my number blocked. He was fairly hostile, demanding to know why my number was private. To be fair, Mr. Carter visited my home more than once. On February 23, 2018, he brought a caulk chemical specialist to view what was puzzling to us at the beginnings of the caulk failure. They asked to see representative samples of the failure and were both baffled by it nearly hanging by a thread on my bedroom wall. The expert was unable to determine why the product was failing. I spoke with Mr. Carter on March 5, 2018 at which point he offered $350 to cover the labor for fixing the caulk, as well as the needed materials. It was concerning to me that he would think he knew what the repair would cost, when he had only seen a small portion of the failure in the home. My husband and I did not think this came close to the expense we would incur for the repair, and I told Mr. Carter so. Mr. Carter then offered to bring a painter he worked with to get an idea of what the repair would cost. The week of April 15 of 2018, he brought Pedro, of Lulos Painting, to my home. I didn't receive a copy of the attached Lulos' quote, which only included labor, of $2, 580 until June 18, 2018, at which point Mr. Carter offered a token $750 to fix the failing caulk, plus the cost of materials over the phone. Based on the quote of $2, 580, this offer did not make us whole, and I told him so. I asked him to at least cover the cost of the job, and he replied that he would get back to me. I never heard from him again. After leaving several unreturned messages on his voicemail and sending numerous unanswered text messages, I sent an apology email to him for my "dropping the ball" on September 13, 2018 in the hope to elicit some type of response from him and continue our conversation. I even said that I would accept the $750 offer. I also went to the store and asked Gray to have Davaul call me, but I never heard from him again. Months later, I went to the store, again, to ask for him to call, but found that he was gone, as was Gray. Brandon seemed somewhat more responsive after a couple of visits to remind him that I was still waiting to hear what they would do to help me with the issue. With Davaul gone, Brandon had to start fresh, I believe, with a new sales representative. This, too, took months. Finally, I was offered a refund of all materials I purchased for the job, and some materials towards fixing. The refund offer would have done little to cover even the Lulos estimate of the previous March to fix what was wrong with the caulk at the time of the estimate. I underestimated the job and materials significantly, so I am glad that I did not accept this token offer. The issue has worsened exponentially since Davaul Carter and Lulos visited my home back in April of 2018. At this point, there are very few joints where Sher-Max is not significantly cracked, separating, popping, or peeling off the walls and trim. In March of this year, we were quoted by a professional painting company to re-caulk and re-paint our entire interior. The cost for the job will be $19, 327.00. The walls, trim, and ceilings have to be repainted because the Sher-Max caulk must be completely removed. (The situation has even worsened since March.) The project will include significant inconvenience, pain, and suffering. To prepare for the work, we will have to remove all paintings, pictures, wall decorations, window coverings, and blinds. We will have to pack up small and fragile objects. We will have to remove small furniture and wall mounted electronics. We paid for the best caulk on the market and had it professionally applied, expecting it to last for years to come. Shortly after its application, it malfunctioned, failed, or otherwise proved defective. It did not perform according to ordinary consumers' reasonable expectations or as you have warranted. We cannot afford to paint our home again, nor can we afford to live elsewhere at our own expense while the repair work is done. This has caused us immeasurable pain and suffering and will continue to cause anguish until the caulk is removed and replaced, painting our entire home all over again. As of this date, our home remains in disrepair and continues to degrade as a result of your defective product, diminishing the home's value. I have made a good faith effort to give Sherwin-Williams a chance to fix my home and wish to be made whole. One last thing. On their website, SW says the caulk has a LIFETIME WARRANTY. On the tube, it says 1 year. This is false advertising.