ComplaintsforCertaPro Painters of Northwest Florida

• Initial Complaint

  05/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 2/23/23 we contracted with this business to paint our house and agreed upon $6,321.74. We paid $3,160.86 upfront, and was to pay the remaining balance at completion. They started the work on 4/24/23 and put a coat of primer, but they trying to say that was the first coat of the Loxon XP paint. It was agreed that primer would be done as needed in addition to the 2 full coats of paint. They also said that painting the doors was not in the contract and they want to charge me $2600 extra. It was to my understanding the doors would be included. I've contacted Shaun Head and made two appointments for him to come out to my house about this issue and he never showed to either appointment.

  Business response

  06/05/2023

  We are currently completing Mr. *******'s project, we will update here with outcome once it is complete. 

  We did a poor job of communication and holding standards on Mr. *******s project resulting in unfinished work and an unsatisfied customer.  We are focused on completing the project to Mr. *******'s standards currently and will follow up once completed to ensure his desired outcome is met.  

  We will be using this project as a training tool to change internal processes and standards to improve going forward.  

  We are very appreciative of Mr. and Mrs. ******* for allowing us to complete the project and for their patience as we work through the issues. 

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Significant dates: march 4th - initial payment $1819.85 (half upfront) CertaPro agreed to repair any deficiency in the interior walls of my house smaller than the size of a fist. Including nail holes, sanding smoothing patches. And painting entire interior minus closets, trims and doors// March 28th - project begins. I notified CertaPro on the first wall they painted that the painters did no prep work to the walls. They did not repair nail holes, smooth patches, etc. CertaPro ignored me and continued the project until they asked for final payment// March 30th - Notified of Final payment due $1819.86. I again informed CertaPro that I was not satisfied with the job. I made two appointments with CertaPro that were both cancelled for the Final Walkthrough that was promised. The only thing I was offered during this time was a 5% discount. I contacted CertaPro near daily and was largely ignored until I contacted a lawyer to seek advise// April 27th - Calvin Smith (owner) responds immediately after I had a lawyer email him on my behalf. He gives two options for a 14% discount, or for CertaPro to finish the job quickly. I chose the latter// May 1st - Agree to finish project. At this point I did not trust them due to lack of communication, CertaPros failure to meet on two scheduled appointments, and unfulfilled promises to complete the project in the past, but i had no choice// May 3rd - final walkthrough. I met with a representative of CertaPro who confirmed all of my issues with the project// May 16th - CertaPro responds after many attempts on my end, to set up a date to finish the project; however, there was a catch. I had to agree to a “punch list” prior to them coming. The “punch list” did not reflect what was verbally agreed to on May 3rd// May 18th - Agreed to pay a remaining $800 instead of $1819.86 and completed final payment. CertaPro cashed check and sent $0.00 invoice Paid in full. Then CertaPro threatened to put lien on house after we were settled.

  Business response

  06/02/2023

  Mr. ******** completed his payment and signed the seperation agreement in our office on May 19, 2023 (see attached picture).    

  After internal review of the project, we did a poor job of communicating with Mr. ******** and assertively working to solve the problem.  We should have moved more urgently to rectify his complaints when addressed.    The issues on Mr. ********'s jobs were easy to fix from a painting process standpoint, however we did not execute on the communication and customer service process. 

  We have addressed with the team members involved and are conducting re-training to ensure better outcomes in the future.  

  We regret the experience Mr. ******** had with us and appreciate his willingness to part ways amicably. 

• Initial Complaint

  03/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Fraudulent business practices!!! Contract was signed with work to be performed the following week. Deposit in the amount of $1,996.18 was paid on 02/08/23 with work never being started. I found out that the start date was being delayed because this company does not provide the painters for the job. They hire a painting company and I’m assuming the companies they parter with were too busy at the time to take on our project. This was found out through a third party that works closely with CertaPro. Refund was requested and still hasn’t been given. Waste of time and money. Communication is also very poor. AVOID THIS BUSINESS!!!

  Business response

  03/06/2023

  Mrs. ******  I greatly appreciate you taking my call earlier and for you sharing your honest feedback.  Your frustration around our lack of communication and clarity on your project are definitely justified and we did a poor job in these areas with you.  As you can see with our many positive reviews, on most occassions we get this right, but we definitley dropped the ball on these areas with your project and we are deeply sorry you had such a poor experience with us.     We also appreciate you sharing the information around us not using employees you recieved from a 3rd Party, and as I stated on the phone, we do use internal crews and the information you recieved was incorrect.
  
  We are glad you did recieve your refund and you were able to get your project completed.   
  
  Your feedback will help us improve our internal processes and provide better service to customers in the future.  Please give us a call directly if we didn't address any of these items to your satisfaction.      Thank you again and we hope you have a great 2023!
  
  Calvin *****, Franchise Owner

• Initial Complaint

  10/17/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  CertaPro was to reside and replace tim with hardboard the back ,upper north side, and around the chimney. Also paint the exterior and trim of our house.We had 4 4×8 sheets of hardboard here to be used they were to supply the additional boards needed. The original quote was 7,644.31 we gave them a deposit of 3,822.16 so they would start working. They claimed the original quote did include the the upper north side this was an additional 2,740.00 witch we gave them an additional 1,370.00 to cover this at the end of the job we gave them another check for 5,192.15. For a total of 10,384.31 A portion of the upper north side was not replaced and we were told this would be an additional charge.They broke at leat 2 of the sheets of hardyboard and some of the trim was old would trim instead hardyboard. Also if there was gaps because the panel or tim was big enough they just filled it with chalking and painted over it. They also missed or didn't paint some of the tim. They tried telling me the it was OK to use finishing nails to install the hardyboard with I insisted they the use screws they did do the this. They were supposed to clean up after they finished we send 3 days cleaning nail screws broken pieces of siding and insulation out of our yard. I contact the company twice wile the work was being done they said they would get back to me the next day but didn't. St the end they called to see how they did I told them of al the problems again they were going to get back to us. I haven't heard from them. The want what I paid for. I don't want the workers that did the original work on my house back they couldn't do it right the first time they do understand English and I don't speak Spanish.

  Business response

  11/01/2022

  We completed a project for ***** *** **** **** on October 3 2022-October 8, 2022.      *** *** **** **** signed off fully on the project on October 8, 2022 and made their final payment (will attach pictures of these as needed).   Both CertaPro team members and the ****** agreed the project was completed in full at this time and any further work would be completed via our warranty process provided in writing to the ****** on multiple occassions.  

  During the project *** *** **** **** repeatedly communicated in an unprofessional manor to our field team, to the point on the final day one of our territory managers spent the entire day onsite with the crew to ensure expectations were met and that the team was not further disrespected.   After the project was completed, on October 10, 2022, our in-office staff contacted Mr. Cole to confirm the completion and get feedback (this is standard practice in our business after completing projects).   Mr. Cole was again very unprofessional and spoke in a derogatory manner to our staff.     After receiving the complaint on 10/17/2022, one of our territory managers went to the ****** residence to try and identify the issues that would be handled under warranty,  and again Mr. Cole was very confrontational and unprofessional.    After this occurence, I made the decision to cease any future work with the ****** to avoid subjected my team to any future disrespectfuly behavior. 

  I corresponded this decision in writing to Mr. Cole.   (below is a copy of this communication).   We will not complete any future work for the ****** without an apology to the team for the demeaning behavior and a commitment that any future interactions will remain respectful and professional at all times.  

  We strive to provide great customer service at all times, and when something is imperfect, commit to correcting it to the best of our ability.  However, no project or review is worth subjecting my team to unprofessional and/or disrepctful behavior. 

  - Calvin Smith, Franchise Owner
  *** *** **** *****
  
  I truly regret you are disappointed in your experience with our company and that we were unable to meet your expectations during your project.   Our goal, unequivocally, is to provide a great experience every time for our customers.   Your feedback is appreciated, and we will use it to improve our services and processes moving forward. 
  
  We will however have to decline to complete any further work on your project or work with you again in the future.  
  
  As a small local business owner, with a team that is truly like family to my wife and I, it is important that everyone knows that they will always be treated with respect and like professionals.  It is equally important that our team, vendors and customers know that if there is ever a situation that they feel disrespected or devalued, by anyone internally or externally to our business, that we will fully support them, remove them from the situation, and prevent them from being placed back in that situation again. 
  
  Multiple team members (3 to be exact), reported your repeated unprofessional and disrespectful behavior and communication to them on multiple instances.  Even in imperfect situations or stressful circumstances, it is a core value of ours that we always remain professional and respectful in all interactions.   I do not have confidence this will be type of engagement my team will experience with you and have made the decision to prevent any further engagement with you and our team because of this.   Any required communication on your behalf can be with me directly. 
  
  We wish you the best of luck, and again, regret we were unable to meet your expectations during this project. 
  
  Respectfully,
  
  Calvin Smith, Franchise Owner, CertaPro Northwest Florida

  Customer response

  11/01/2022

  
  Complaint: 18233809
  
  I am rejecting this response because:

  They are not offering anything to fix  the issues we have with the work the was done.
  
  Sincerely,
  
  ***** ****

  Business response

  11/01/2022

  Per our original response, we have been prepared to correct any pending issues via our standard warranty process which was provided to David Cole in writing.  However, without an apology to the team members subjected to Mr. ****** demeaning behavior and a commitment from *** *** **** **** that any future interactions will remain respectful and professional at all times, we will not require any of our team to interact with the ****** any further. 

*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. ↩