ComplaintsforPanhandle Painting & Design, Inc.

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Panhandle painting & design finished coating our metal roof on November 17th 2023. It is supposed to have a 15 year warranty. They told us they would inspect all surfaces in work area. Caulk and seal area to be painted. We paid $11,400. In about 2 and a half weeks later we had two leaks. We called the company and they said they would come see about it. December 22nd 2023 Matt ******** text us and said he would be here on Wednesday the 27th. He came and said he would be back with the men and materials to fix it. We have called him and can’t get ahold of him. We have left many messages. I will not use them again.

  

  Business response

  01/10/2024

  We did complete a roof painting job on November 17th, 2023. It does currently have a warranty pertaining to the Rhino Shield product that we used to paint the roof. We, as a company, also supply a 1-year labor warranty to cover poor workmanship. We completed the job and were paid in full as well as supplied with a signed completion certificate showing the customers (your grandparents) satisfaction. As part of the prep process for the Rhino Shield product we do pressure wash areas to be painted and apply caulk to help ensure the longevity of the product. This prep work is not guaranteed to fix any current issues with your home. We are not general contractors, nor do we have roofing licenses. We are only contracted to paint. Any other work necessary to be done prior to painting is the responsibility of the customer. We choose to prep the substrate to make sure the final paint job looks acceptable to the customer. We were made aware before we painted this roof that there were already leaks. From the beginning we have been as up front as possible explaining that we are only beautifying the roof and not fixing it in any way. Our office staff is trained to be quite firm on this fact. We were willing to go above and beyond, as we typically do as a family owned and operated company to help this particular customer. However, we have found it not to be in our best interest as a company to continue. We have satisfied our contract. It is unfortunate we could not come to an agreement on this matter. We wish you luck in your future endeavors. 

  Customer response

  01/11/2024

  
  Complaint: 21106223
  
  I am rejecting this response because:

  We were under the impression you were going to fix the areas needing fixed before painting the roof, that was how we understood it; and it should have been confirmed that all were on the same page and understood before doing the work and collecting the money. Had we known it was just a beautification type thing we never would have went through with the services. We would have looked into someone else as we needed the problem fixed, not covered up pretty. We are on a fixed income and can't afford to just waste money like that. Also, calling a customer after finding out they contacted the better business bureau and yelling at them is not good business at all!! That is very poor business!! And, taking advantage of older people when you don't explain properly, and mislead them is not either. Again, you guys did not communicate with us properly, and then got upset when you got reported after we told you guys we would have to do that if we didn't hear back from you, and even gave extra time before calling. That just goes to show good reviews mean nothing when looking up services. Also, if you have trouble getting a hold of the people on the phone that are running a business it's never a good sign. Again, just from poor communication & customer service. . We wil not  be recommending your company to anyone! We sincerely hope you never get treated like you've treated us when you get in your 70 and 80's, nor any of your loved ones. 

   

  Sincerely,
  
  Linda and Charles *****

  

  Business response

  01/11/2024

  It is unfortunate that you were under the impression that your leaks would be fixed. Even though our staff is trained in very clearly explaining our coating process. This experience has made us grow as a company and implement new procedures so this event will not repeat itself. Also, we are award that you called the office several times as our office staff took your personal messages and passed them along to the owner, with the understanding that he was sick and out of town for the majority of the time frame discussed. Again, we hope that you find a general contractor that will help with your leaking roof. Please call the office if you have any painting needs. 

  Customer response

  01/11/2024

  
  Complaint: 21106223
  
  I am rejecting this response because:

  The fact that you haven't even responded to how you acted finding out we contacted the better business bureau is sad and shows a lot about you as an individual and as a company. You said since we called, y'all would not be coming out again. That is very poor business. You'd think you'd feel remorseful and have a conscience for how you responded, yelling at a customer on the phone as that was unacceptable behavior. To think that you think that is okay is just unbelievable and sad. I understand getting upset at times we all do, but seeing as how I worked in the public for years. .no matter if a customer upsets you or not, you never yell at a customer. And if you do feel remorseful for that part, you should give us a call and apologize, not a message online. We do not want or expect another response so please do not send one here. Our phone number is 850-944-8719. Have a blessed day! And, I hope you do implement new procedures for future customers. 

  
  Sincerely,
  
  Linda *****

• Initial Complaint

  07/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid 12000 dollars to Panhandle Painting & Design to paint my roof with roof shield , which includes a warranty for fading, blistering etc. The never finished the job! The owner Matt ******** sent a worker out to finish up after I called and complained. The worker completed some of the painting but told me it was to much for one person to complete. The owner said he would be out to take a look at what was left and he never showed nor will anyone answer or return my texts etc. Matt, assured me prior to all this everything would be taken care of and it was not! Also, they came out one other day prior to this to do touch ups, which led to the current incomplete job. I just wanted the guys to complete the work and from one I can see they did a terrible job prepping the roof? I'm a 100 percent total and permanently disabled vet. and this company took advantage of me. If this stuff is 10 times thicker than paint, he must of stretched it past it's limits! I can see the dark brown paint bleeding thru.

  

  Business response

  07/27/2022

  Panhandle painting and Design, Inc. is locally owned and operated and we consistently offer an active, Retired, or Disabled military discount. We pride ourselves in 100% customer satisfaction. The warranty for Rhino Shield that Panhandle Painting & Design, Inc. offers does not include fading. The warranty that was sent out to the customer after the project was completed and paid in full specifically states that neither the manufacturer nor Panhandle Painting & Design, Inc. can warrant against uniform changes in color. On 5/16/2022 when the project was completed and paid in full there were no complaints. Shortly after, we received notice that there were a couple areas of concern for the customer. So, as the customer stated Matt ********, the owner, has been out to the project on more than one occasion to address any areas the customer was not 100% satisfied with. This project specifically has a metal roof with granules on it previously. When a roof with granules is painted it is impossible to make it all look the same from every angle as it states in the contract the customer signed. We understand most customers don't know this is the case. Even though we know this to be true we still went back to the project to put extra coats of paint on the roof per the customer's request. We make every effort to have a customer's project completed in a timely manner, however, due to unforeseen weather circumstances our installation crews have been delayed. In order to complete this project to the customers satisfaction we believe its best if management and the installation crew both meet with the customer at the project site so there is no confusion. We are actively seeking a response from the customer to get this plan of action in motion. Panhandle Painting & Design, Inc. continues to strive for excellence every day.

  

  Business response

  07/27/2022

  ***Please see attached documents***
  See Attachment/File: Panhandle docs

*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. ↩