Complaints

This profile includes complaints for The Paint Doctor Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Paint Doctor Inc

  Colorado Springs, CO 80919-3866

  
• 

  The Paint Doctor Inc

  Denver Area Denver, CO 80204

  
• 

  The Paint Doctor Inc

  Denver Area Denver, CO 80204

  
• 

  The Paint Doctor Inc

  Denver Area Denver, CO 80204

  
• 

  The Paint Doctor Inc

  Denver Area Denver, CO 80204

  

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:12/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  [[BBB transcription via email, see attachment for complete complaint details]]I met with the owner, ***** **********, and contracted his company to prepare and paint 17 windows and the front door of my home. The work was to be started and completed the same day. Included in the preparation was scraping the old caulking from around each window. as well as cleaning the surfaces to be painted. The "Master Painter" and his young adult son came to do the work. I was watching and saw the son using a metal chisel to scrape the windows. I told him he should not be using that tool because it would break the windows. I offered him the correct tool for the job, and he replied that the metal chisel was sharp and would work the best. They continued and RUSHED through the job. The older painter came in to receive payment. He said he was in a rush to get to another job. I paid him CASH, I notated the contract PAID IN FULL and he signed it. They left so quickly that I did not have a chance to inspect their work. The work was sloppy, varying between not enough paint, to too much paint, leaving ***** and bubbles throughout the job. It was quite unprofessional. The verticle frames of the transom windows were not even fully painted. My neighbor came over to look at the job, and he and I both noticed that ONE LARGE WINDOW AND TWO TRANSOM WINDOWS were broken! This definitely happened during the scraping process. I know this for a fact because the owner of the painting company inspected the windows prior to the contract being written and signed. When I contacted him about the damage, he came back and acknowledged the damage, he stated that this happens a couple times a year and that is why he is insured. He said he would have his insurance company take care of it. He sent out a window contractor for an estimate, and then he gave me a date of installation. When no one showed up on that date, he said he gave me the wrong date. Then he started avoiding my calls. I left numerous messages and texts, and then I contacted the contractor, who said he was told the price was too high at $3500. He said Mr. ********** stated he would seek out a different contractor. The windows remain broken and needing replacement. I will be seeking a new estimate because the estimate was only good for a short period of time, since the cost of materials is variable.

  

  Business Response

  Date: 12/20/2024

  The Paint Doctor recently completed the painting of your window trim and front door, a job for which you expressed satisfaction and paid in full upon completion. Several days later, you contacted us regarding hairline cracks you observed in some of your windows.
  Upon your notification, I personally visited your property to assess the situation. To ensure customer satisfaction, I initially offered to investigate the matter and potentially address the issue, despite having no clear indication of how our work could have caused such damage. Our painters only painted the trim and did not use ladders that would have pressed against the windows. For the upper-level windows, our painters worked from the roof, again avoiding any contact with the windows themselves.
  We then contacted a window company to inspect the windows and provide an estimate. The estimate received covered more windows than initially discussed, and the cost was significantly higher than anticipated.
  Following this, I consulted with the ******* who oversaw the painting project at your home. He confirmed that no window damage occurred during our work
  Furthermore, its important to note that no mention of these cracks was made during the final walkthrough with our crew lead upon completion of the painting.
  Our crew lead also documented the condition of the windows with photographs, which support the assessment that the hairline cracks were present before our work began.
  The Paint Doctor has been serving the community for over 30 years, completing tens of thousands of projects and building a reputation for high-quality work and customer satisfaction. It is not uncommon for homeowners to notice pre-existing issues with their property after renovations, simply because the fresh work draws attention to other areas
  Therefore, after careful consideration of all the facts, The Paint Doctor will not be issuing a refund or covering the cost of window replacement. 
  

• Initial Complaint

  Date:06/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Paint Doctor 100% warranties their work. So I called to have them fix the peeling paint. The attached pictures show that they used an entirely different paint to make it look worse!!!

  

  Business Response

  Date: 06/20/2024

  This complaint has been resolved with the customer by the owner. ********************** is ************************* the area of the house as requested. Please advise if additional information is needed.

  Customer Answer

  Date: 06/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Just under a year ago we spent over 10k to paint the exterior of our house. It took me calling them back 3 times to fix issues. Yesterday I found bare wood, not sanded, where the paint is completely gone. You can also see the wood through the one coat of paint in some places. We used 20+year paint so no fading in under a year is absolutely expected. They slopped paint on our drive and our patio.

  

  Business Response

  Date: 06/12/2023

  The Paint Doctor has scheduled a meeting with *********************** for Friday, June 16 to inspect and schedule any necessary work to resolve the issue.

  Customer Answer

  Date: 06/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20173367
  
  I am rejecting this response because: My home was painted in 2021. Warranty work was done May 2023 due to paint falling off. The owner never mentioned we had siding that was rotting and he didn't include it in the estimate. Both crews simply painted over the rot and now the paint is falling off in chunks and I have to repaint my entire house. We were never notified of the rotting boards and we would have replaced them had we known. I specifically said we were painting to seal the wood to protect the home. There was zero communication and he expected me to know what needed to be replaced. Today he blamed me for not paying for the new siding, but we were never notified in the estimate that the siding was rotted. He is the estimator and the expert, but he blamed me for not specifically asking for each board to be replaced. It is sloppy work and is on my windows, brick and main color. The column in my entry is literally disintegrated. Over 25 boards need replaced and countless areas need to be sealed. The owner was extremely rude and offered nothing to correct it.
  

  
  

  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/27/2023

  First and foremost, please allow me to extend our sincerest apologies for any frustration or inconvenience that this situation may have caused you. At The Paint Doctor, we take great pride in our work and are committed to ensuring the satisfaction and well-being of our customers.
  I have taken the time to review your case, including the estimate we provided and the acceptance of that estimate back in 2021. I understand that when our team completed the exterior painting of your house, there were no visible damages, and the work was carried out to the agreed-upon specifications.
  However, I would like to clarify our warranty policy and our responsibility in situations like these. Our warranty covers the quality of our workmanship and the materials used for a specific period from the date of completion. Unfortunately, it does not extend to damages that occur to the exterior of the house after the work has been completed, particularly when such damages are a result of external factors beyond our control.
  In the two years since we completed the work on your house, various elements such as weather conditions, wear and tear, or other external factors could have contributed to the exterior damages you are now observing. While I truly empathize with your situation, these types of damages are not covered under our warranty, and the responsibility for repairs does not fall under our purview.
  The Paint Doctor
  
  
  
  

• Initial Complaint

  Date:10/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On 11-15-2021, my wife contacted ******************************* with The Paint Doctor to get an estimate/proposal to epoxy paint our two car garage floor. ***** was responsive and provided the estimate in a timely manor and was pleasant to deal with. We agreed to pay $1897.42 that included a 10% coupon discount. This was to include the two part epoxy paint, filling the expansion joints and cracks with a proper filler/sealant, the concrete border, adding flake, and properly sealing with a clear coat. The following is what we experienced. The workers showed up on day 1 and pressure washed the floor. No cleaner was used and no concrete etching product was applied. Day 2 they began to apply the epoxy and the flake. All seemed to be going well until my wife was told that they were not going to apply a clear on top of the epoxy paint to seal in the flakes. It was made clear to ***** that a clear coat was to be applied after the flake. A call was made to *****, and he arranged to have the clear applied approximately 2 weeks after the Epoxy paint. During this time we did not have the opportunity to inspect the floor, as we did not want to walk on it, or get it dirty, before it cured or before the clear was applied. The clear was applied and allowed to cure for a week. We paid them prior to being able to inspect the floor, simply because we trusted that it was done correctly, and from a distance it looked ok. When we finally had a chance to inspect the floor, we found the flake to be very uneven and bare in spots. ***** was unresponsive, would not return calls, for months. Now, almost a year later, ***** sent someone out to add a clear, more flake, and clear on top of that. The product that was applied the second time is not curing. It is tacky to the touch and the flakes are not sealed in. The worker was to return to inspect and fix the problem but has yet to show up, even after making an appointment with him for a time and day. I fear the floor is now ruined.

  

  Business Response

  Date: 10/20/2022

  The Paint Doctor has been in contact with ******************************* to find out why the epoxy is not curing. The issue is a ******************************* issue and not a Paint Doctor issue. We have tried every step of the way to keep the customer happy including two extra coast on the at their request and at no additional cost.

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18246135
  
  I am rejecting this response because: We have requested the name of the product applied to the floor from The Paint Doctor, and they have yet to respond to the request.  We also have contacted *******************************, and they do not know what product was used.  I fear that the product used was incorrect for the application. This would fall under the purview of The Paint Doctor as the correct product should have been chosen. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/26/2022

  The product we used was Shield Crete Floor Epoxy. Our ******************************* representative has been dealing with us on this issue. The homeowner never requested the name of the product *************** communication with the BBB. As I stated in my previouse response, this is an issue with the product, not The Paint Doctor workmanship. We are trying to resolve this matter with the product manufacturer.

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18246135
  
  I am rejecting this response because: We did request the product information from the person that applied the product when we were concerned that it was incorrect for the application.  We even went to the supplier in an attempt to identify the product after we received no response on our request.  Since then, ******************************* has been out to inspect the floor, and confirmed that the product applied to the floor may have been incorrect for the application. We are waiting on The Paint Doctor to decide on a resolution.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/02/2022

  Here is the Paint Doctors response to ***********************:

   

  ******************************* knows the exact product we used on the floor. They are working with us to try to resolve the situation. The product used is the exact same product that was applied to the floor the first three times. As soon as our ******************************* rep produces a solution, we will be back at their house to take care of the floor.

   

  Here is the Paint Doctors response to *****************************:

   

  The Paint Doctor has attempted to contact the client several times. We have called both her business and cell phone to schedule our crew. Our crew lead, ****, has reached out to her several different times to schedule a time to do the work.

   

  Please let me know if you need anything else.

   

  Cordially,

   

  *************************

  Star Media Marketing

  Phone: ************

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18246135
  
  I am rejecting this response because: ******************************* has been out to the house and inspected the floor.  They were able to quickly remove the product from the floor with a general cleaning agent.  They have been trying to get in contact with The Paint doctor for a week or more, to address the resolution to the problem, and have yet to get a response.  Our understanding is that the wrong product was applied to the floor, and will now need to be chemically stripped prior to reapplying the clear, flake, and clear.  Again, the lack of communication with The Paint Doctor is the ongoing problem. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/03/2022

  ******************************* has been in contact with us and we are working with them to get this matter resolved. They are getting us the product to remove the clear coat. It was not the wrong product, it was the same product that was used before from *******************************. ******************************* is actually paying for this to be resolved because it was the product fault, not The Paint Doctor. They are reimbursing us for the labor as well as materials to get the job completed. As soon as ******************************* provides the product and compensation, we will be scheduling this project within the next two weeks.

  Customer Answer

  Date: 11/04/2022

   
  Complaint: 18246135
  
  I am rejecting this response because: This has yet to be communicated to myself or my wife.  As soon as we are contacted by The Paint Doctor, have a confirmed date, and know that it will be taken care of, I will resolve this complaint. I find it frustrating that this form of communication is the ONLY communication that we have received from The Paint Doctor.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  The painting of the upper sections of my brick house began on 7/18/2022. The crew arrived and performed work on 7/21,23,26 and the 30th. The west side and front frame of the garage still needed to be done. There was an issue with bees in the vines on the west side of the garage on the 30th, so I gave some leeway time there. I left two voicemails, unsure dates, with the owner, *******************************, asking when the job would be completed and NEVER received a response. I then emailed him on 8/4/2022 letting him know what still needed to be done. Still no response. A few days later, not sure of the exact date, they arrived and the west side of the garage was done, except the upper north side. I emailed him again on 8/14/2022 asking when the job would be completed and still no response. On 10/1/2022 I emailed him again and I included photos. To date, I have not gotten a response from him. I've attached some photos but I'm having a hard time attaching the 3 emails I sent to him. Please advice how I can send you the emails. Thank you, *****

  

  Business Response

  Date: 10/18/2022

  This is the first I've heard about the challenges and we will take care of this right away. I don't know what email address the client was using but I have not received her emails. I am sorry that this happened and will resolve the issue. In the future, please call our office at ************ rather than using email.

  Customer Answer

  Date: 10/25/2022

  I'm not sure exactly what you mean by "formal response" so I'm sending the following:

   

  I forwarded the previous emails from ************************ to the BBB regarding case      #******** on 10/22/2022.

   

  As previously stated, ************************ left a voicemail on 10/18/2022, stating his head *******, *******************, would call me that day or the next.

   

  Today,10/24/2022, I called the office at ************,as requested in **************************** response.

   

  I asked if the head *******, *******************, was available. The woman, ******?, that answered the phone said there was no ******* by that name but there was a painter, *******************. She said she would have him give me a call. As of now,1632 hours, I have not heard from him.

   

  Thank you,

  *****************************

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18234459
  
  I am rejecting this response because: As stated in my second and follow up complaint #********, ******************* has not contacted me regarding finishing the paint job. I do not know why the original case is being refenced here. All of the information has been provided as to my dissatisfaction and the incomplete paint job.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/09/2022

  I clicked on respond and was kicked out saying my response had been received. Below is the response I attempted to post:

   

  The Paint Doctor office, owner ******************************* and *********************** have all attempted to reach out to the client on both her personal number as well as her work number to arrange a time to do the work. The client has not returned any of our calls. We will attempt to contact again today and get this work scheduled.

  Customer Answer

  Date: 11/23/2022

  Ajadaet,

   

   I received the following response: The Paint Doctor office, owner ******************************* and *********************** have all attempted to reach out to the client on both her personal number as well as her work number to arrange a time to do the work. The client has not returned any of our calls. We will attempt to contact again today and get this work scheduled.

  This response is a complete an utter lie! I have not received ANY calls from either party. I've been working very longs hours and do not have time to get on the computer when I get home, so this is why my response is delayed. There have been NO messages on my home machine nor have there been any calls to my work number. I'm at that desk my entire shift.

  Why would I not respond when all I want done, is to have the painting completed? There is no need to set a time to meet! All of the work that needs to be done is accessible without me needing to be home as shown in all of the photographs. They didn't need to let me know when they'd be there in the past so why is it now required to schedule it?

  I think it's obvious now, that there is/was no intention to complete the work, plus it is now too cold.

  I feel now, I have no other choice then to request a partial refund for the incomplete work.

  Please advise me on what steps I need to take next.

   

  Thank you, 

  *****************************

  

  Business Response

  Date: 11/23/2022

  It is the Paint Doctor policy to contact the homeowner before sending a crew to the property. ************* go to the property next week to finish all her touch-*** on the first day weather permitting. The reason for the delay has been the challenge of contacting the homeowner.