ComplaintsforFoxx Painting

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Foxx Painting painted our kitchen cabinets. The previous stain is now bleeding through. We have contacted Mr. G*** to come look at the cabinets but he refuses. We have taken a cabinet door into ******* ******** (paint supplier he used) and we were told the cabinets were not primed correctly and that is why the previous finish is bleeding through. The manager at ******* ******** stated that the cabinets need to be re-primed correctly and repainted. I have tried contacting Mr. G*** by phone, text and email and he not responding .

  Business response

  11/16/2021

  I have attached her full contract for your review. Seems she decided to leave out the most important part of the contract. 
  
  This job was done over a year ago and we have always communicated with them. After they had been completed we had a few areas of touch up that needed to be done. I went by as did my contractor to fix the issue. A few months went by and I received a text from her husband claiming his door fell off and told us through a text that it’s our fault. (6-7 months after completion). I contacted them and spoke with ******* advising we cannot and will not take responsibility for a door falling off 7 months after we completed their work. Months went by and here we are again with a new dispute claiming we used the wrong products and damaged her cabinets. 
  
  Clay it’s been a year since these were done. I’m going to attach the pictures of what they looked like when we finished them. 
  
  Her husband went to the johnstown location with one of the cabinet doors and handed to a manager and asked for their opinion. ******* asked for information on the door, basic things like when was this done, what products were used and who did the work. Her husband refused to answer any of this and asked for her opinion. So she a advised Mr. ****** she could only tell him what she sees. She advised him it looked like no primer was used and she saw a “bleaching effect” on the doors. Mr. ****** said thank you and left. So without any testing, verification of the invoice or calling to ask me what we actually used, they took her opinion and put it all over ******** and now with you at the BBB. 
  
  We only use what *******-******** recommends and have been for 5 years. Extreme Bond Primer is specifically designed for trim and cabinets and that is what we used. We used *******-******** Pro Classic trim paint for the final coating and both the primer and paint were a spray finish with multiple coats applied. I have videos and pictures of all of it from start to finish. 
  
  I’m not obligated to help them, the warranty expired months ago. I was trying to help because we live in a small town and our community works together. We had Covid in June and doors were shut for close to two months. She didn’t like my timing for responses to her and when we spoke she didn’t like my answers. Since we finished she claims we are defensive and unwilling to do what’s right. She wrong and my goal was to help, it always has been with every customer we service. I’ve made the decision to not move forward with helping them after this latest review on the BBB. These statements she’s made are incorrect and it’s an attempt to hurt my company. She’s threatened us in the past because we did not reply quickly and claimed she’d make sure no one ever used us again. Our reviews speak for themselves. Unfortunately I’ve learned you can’t please everyone and the ****** seemed determined to destroy my company’s name and reputation. 
  
  Before this review was posted I emailed them offering to help by spraying the doors that seem affected. I offered to once again help and she agreed and then I guess decided to blast our company with the BBB. 
  
  I can get you a letter from *******-******** verifying this is what they recommend to us on this and several other jobs for trim and cabinets. It’s the only product I’ve used for years. I’ve attached her actual signed contract for your review as well as a few pictures of what they looked like when we finished them a year ago. I’ve got all of her email and text communication verifying we always communicated with them, it just didn’t happen on their watch. ( again due to Covid, shortages and labor shortages) so her review claiming we didn’t communicate is a lie and claiming we used the wrong primer is also false.
  
  Link to pictures of the job, I’ve got several more and videos that show my process during and after completion should you need them as well. 
  
  *********************************************************
  
  If you need anything else please let me know. 
  
  
  Regards,
  
  Tim G***
  Owner

  Customer response

  11/16/2021

  Complaint: ********
  
  I am rejecting this response because:  I contacted the BBB prior to Mr. G**** agreeing to respray the cabinet doors.  Also the results we received from ******* ******** state that Mr. G**** used the wrong primer on the cabinet doors. I have attached the document from ******* ******** and also two bids to correct the problem.  Also his statement that we accused him of breaking the door is not correct.  I just asked if he would come and look at the door and he refused.  We feel the sanding process probably loosened the glue and caused to door to break apart.  My husband re-glued the door and the issue was resolved.  I told Tim that I wanted him to look at it to be aware of the issue in case it would happen to another homeowner that he worked with.  Mr. G**** has not been back to solve any of the issues that have happened since he painted the cabinets.  I have spoked to him on one occasion about the broken cabinet door but he has never been in our house since he put the doors back up. He has only communicated by text or email.  He did state that he would repaint the doors if my husband would take them down and put them outside for him to pick up.  I requested that we wait until we received the cabinet door back from ******* ******** factory and heard the results.

  Regards,
  
  ******* ******

  Business response

  11/17/2021

  We can keep going around and around on this. The warranty expired months ago. It’s been over a year now. I’m not obligated to do anything and based on this complaint you filed, I will not be offering my help. You have threatened us, put us down online and slandered us to our local and surrounding communities. You have completely disrespected us and disregarded your signed contract. We stand behind the products we used and verified this with *******-********. I will not tolerate the slander online or the threats of destroying a small local business and being bullied into fixing something that clearly has nothing to do with our work . I’ve given the BBB our response, offered your contract to them and provided pictures. Extreme bond primer is their premium primer and we only use it for cabinets and bannisters. Again it’s been over a year and we satisfied our agreement and honored our contract with you. We have given our response and now consider this matter closed. Please be advised that I will not tolerate further threats of slanderous remarks made against me or my company online or on social media. I have advised you to stop more than once in writing and they continue to happen. This will be the last time I ask you to stop. Your contract has ended as did your warranty. Continuing to try and hurt me or my company will not be tolerated.
  

  let the record show the warranty ended in April 2021. The above referenced complaint has been entered and documented well outside the time of warranty and breaches terms and conditions of a legal binding signed contract. 

   

  Customer response

  11/17/2021

  Complaint: ********
  
  I am rejecting this response because: I have not posted any negative review regarding Foxx Painting on any social media platform unless he considers BBB social media.  The cabinets were painted at the end of January 2021.  I have been trying since the beginning of September 2021 to have Mr. G*** come look at the cabinets.  We both have the document from ******* ******** factory and it clearly states the wrong primer was used and the only way to fix it is to re-prime and re-paint the cabinet doors.  Since the wrong primer was used by Foxx Painting that should make the contract null and void.  I have every right as a consumer that has been taken advantage of by a business to post on every platform I choose my experience with Foxx Painting and I guarantee I will be perfectly honest about what has happened and his response.  He has threatened to sue me if I do that.  I feel very intimidated and threatened by Mr. G***.  I just want my cabinets fixed.  Do I have any rights regarding this problem?  He agreed to re-paint the doors and now he has reneged on that agreement.  I do have that email.  I would be happy to withdraw my complaint if Mr. G*** will agree to do what was recommended by ******* ********.
  
  Regards,
  
  ******* ******

  Customer response

  12/06/2021

  
  My husband doesn't think that we should try to solve this with mediation with the BBB.  I did send respond to an email to say that is what I wanted to do that.  Can I withdraw that request for now?  I believe it was stated that I have ten days to respond.  We may consult an attorney before we move forward with mediation or small claims.  Thank you for your help.  I will respond to the email regarding mediation within in the ten days as required if I am allowed to withdraw my first response.  Please let me know if that is possible.  Mr. G**** did not respond to the last two emails I sent him.
  
  Regards,
  ******* ******
  

*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. ↩