ComplaintsforGagnon Painting & Decorating, LLC

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our cabinets painted by them in May 2021. We have a 3yr warranty thru our contract, we have oeeling & flaking occurring. I have been reaching out to Mr Gagnon since April 2022. He asked for pictures which we sent and have not had any response to emails sent after that. Since that time more peeling & flaking has occured. I would like the warranty to be honored and repairs done as needed

  

  Business response

  01/12/2023

  We did receive request/email on  April 4 2022 at 1:38pm, for warranty work to be done on the cabinets we re-finished in May of 2021.  I responded back by email, the same day, at 4:53pm asking for pictures of the areas of concern. To date we have never received the pictures we requested or correspondence of any type from the *******’s, including a phone call so we assumed they must have changed their mind about doing the repairs.
  

  I have spoken to Mrs ******* today Jan 12 at 9:38am. Based on our conversation it seems they did send email back to us but unfortunately no email or phone call was ever received by us.
  

  Mrs ******* has agreed to have us visit on Feb 1, 2023 at 9:30am. We intend on addressing any warranty work at this time.

   

  Sincerely,

  Guy Gagnon
  

   

   

   

   

  Customer response

  01/13/2023

  
  Complaint: ********
  
  I am rejecting this response because: I would like to keep this open until the warranty work is completed within a reasonable time frame. At this time we only have an appointment  to review the peeling & flaking.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  09/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contracted with Gagnon Painting to paint living room, kitchen, hallway and master bedroom & bath. Proposal stated that cracks and holes would be repaired and 2 coats of paint applied. Work started on 1/4/21, ended 1/6/21. Two cracks that had been repaired cracked again in about 7 weeks. It did not appear that 2 coats of paint had been applied in the bedroom & bathroom as there were bare spots & old color showing through. Called Gagnon 3/3, no response. Called 4/2 got a call 4/5 will come when available. Waited, called 5/10 & 6/14. He came here 6/15 started repair of cracks and said he would be back next week to finish repairs and take care of paint in bedroom .No show, called him 7/19, he came here 7/29 put another coat of compound on cracks and said would be here next week. No show, Called 9/8, 9/16, 9/22 no response. Now I have 2 big patches on the walls in living room and 1 coat of paint in bedroom. Will have to hire another painter to repair this. Should be reimbursed. F- RATING

  

  Business response

  11/05/2021

  Re: BBB Case ID ********

  To Who It May Concern,

  In Oct of 2020 the Homeowner requested we paint multiple room areas in his 1984 (37yrs old) home. The work was to include re-painting walls and ceilings. It was agreed for work to begin on Jan 4^th 2021. General surface prep and paint application was included in our quote.

  The work was started as agreed and completed as promised on Jan 6^th 2021. The work was inspected by the Owner and we were paid in full upon completion.

   

  On April 2 2021, a few months after we had completed the job, the Homeowner called our office to tell us that a structural crack we patched had re-appeared. I agreed to come check it out but told him he had to wait for us. On June 15 I was able check the crack which did indeed reappear. At this time, I offered as a goodwill gesture, to try and re-patch the repair at no charge. In addition, I also explained to the Owner our predicament and that I was basically alone in trying to do the workload of several men with just myself and my son so that he would have to be patient in order for us to help him. I returned again in June to apply another coat of joint compound and thanked the Owner for being patient.

   

  PLEASE NOTE: Structural cracks are caused by movement of a building. Seasonal temperature changes which cause expansion and contraction of wood framed buildings can cause drywall to crack. Another cause is the way some houses are designed can precipitate this type of cracking in under-engineered wood framing. Unfortunately, structural cracks tend to re-appear.  The crack in the Owners home falls into this category and has occurred in a room with a high vaulted ceiling and multiple converging framing angles.  It is completely logical that the seasonal change in temperature from Jan 6^th to March-April, did contribute to the re-appearance of the crack.

   

  Gagnon Painting does not warrantee that structural cracks will not re-appear, in fact, we know of no painting contractor who will warrantee this type of cracking because the painting contractor has no control over the forces that cause this type of cracking. We are only simply applying paint coatings and doing superficial, cosmetic repairs which is not addressing the cause of such cracks.

   

  Even still, we did agree on June 15^th to try to improve the appearance of the crack as a goodwill gesture, at no charge to the homeowner, but with the understanding that I would return when I had the time available. I explained to the homeowner our dilemma in that this year has been incredibly difficult as we had a retirement of one long time employee and that two other employees unexpectedly left our company but that I would return when I was able to do so.

   

  In summation, I have personally returned twice already to perform the most difficult part of the crack repair including preliminary taping and joint compound applications. It would take one more very short visit to complete the repair. I will still agree to return, at no charge, as a goodwill gesture, as long as the Owner agrees to retract his negative reviews. Regarding the Homeowner claim regarding the appearance of his bedroom walls, it seems difficult to understand how we all (Owner included) could have missed obvious “bare spots”. Notwithstanding, I’m still pleased to try and improve the appearance of the bedroom wall. If the Owner still would like me to assist, I will promise to return within 4 weeks of his notice to return. Again, for the record, we never refused to return but only asked for him to wait for us! We will not be re-funding or reimbursing the Owner for any work done!

   

  My email is [email protected]

   

  Sincerely

  Guy Gagnon

  Gagnon Painting & Decorating LLC

   

  Customer response

  11/05/2021

  ********
  Complaint: ********
  
  I am rejecting this response because: The owner , Guy Gagnon would not even return the multiple calls I made to him. When he quoted the job he saw the cracks and said they would repair them and it was written up as that. Nothing was said about structural problems with this. I waited patiently for 6 months, then he starts the repair but never calls to come back to finish it. Regardless of his situation with employees this should have been repaired much sooner. Any upstanding businessman would have made the time to do it.
  
  Sincerely,
  
  **** ********

  

  Business response

  11/09/2021

  Please see my previous response. We have nothing further to add and will consider the  matter closed.  Tell us why here...

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