ComplaintsforPremium Painters

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Premium Painters in Nov 2022 to paint the exterior of our home as well as minor stucco and drywall repair. The estimate per stucco was changed by 2 different employees and a range was provided for the stucco repair. The stucco repair was not completed at the time of painting as a rusted electrical conduit was in the area of stucco that needed replacement; we told ****** that the following week it would be repaired and to come back; he never did. As I wasn't happy with the shoddy stucco job, and needing to protect my home I spent over 4 hours and several hundred dollars and completed the job myself, as we didn't trust Premium Painters at this point to do a good job. 4+ months goes by without a word from anyone at Premium Painters, although the contract specified $1250 in drywall repair which was never done. Then ******************* the owner calls and threatens a law suit because we owed a balance even though they we paid in full for the painting and the majority of the estimate for the stucco that had been done $3,300. **** brags he has big pockets and makes a million a month. So I dropped the BBB complaint. Now I realize **** is a bully and tries to intimidate people to get his way instead of working with them. I want to be done with Premium Painters.

  

  Business response

  06/15/2023

  The total invoice is for $4,696. $2980 for painting, $250 for fascia repairs and $1466 for stucco repairs. There is an outstanding balance of $1396. The stucco repair costs on our signed contact were provided as a range of $1200-$2200 for 30 feet of repairs. We performed *********************************************************************************** which he is seen pointing and estimating the linear feet of stucco work completed. 
  As *** asked the customer to walk the job with us after completion, he stated his wife was out of town and did not want to. The customer either blocked or refused to answer our calls afterwards. I became involved because the customer was avoiding our phone calls. I politely spoke to the customer on June 2nd, 2023 and he agreed to mail in a check for $1300, which is less than the $1396 that is owed. He sent me a picture of the check and stated it was going to be mailed that weekend. He later called back and offered to pay $500, which I declined because he owed $1396 which would be nearly a $900 loss along with providing a warranty on his job. 
  The customer has a copy of the bill which is included here and has nothing to do with drywall repairs. This is a classic example of a customer trying to take advantage of a contractor. We have been in business for 23 years, 10x **** super service award winner and A+ rated here on the BBB. We will take the needed steps as we will not be taken advantage of. 
  
  *********************, Owner
  ************

  Customer response

  06/16/2023

   
  Complaint: 20191117
  
  I am rejecting this response because:

  1) ****** from Premium Painters walked off the job in December 2022 knowing their was 10 ft of stucco to finish. And the contract included repair to inside drywall which was never started. ****** never called or nor did anyone from Premium Painters.

  2) *** from Premium Painters contacted ** 3 months later and I refused a walk thru as I had completed the stucco work myself at an expense of over $250 parts + 4 hours labor. At that point, I did not wish to continue with Premium Painters as the quality of the stucco was shoddy and ****** was unreliable.

  3) The amount due is incorrect as the stucco repair was never completed per the estimate but yet Premium Painters used the high range of the estimate (which when described to us would have required a wider stucco patch which was not performed) in order to make the invoice appear higher.

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

  

  Business response

  06/16/2023

  1) ****** was not your point of contact for the job. Your point of contact was your sales person ******. ****** is a *******, he does not control the schedule, nor does he have any permission to reach out to customers if he is not currently on site. What you are also not describing is the fact that the area that was not completed was due to an electrical conduit from your power meter being rusted out where it met the ground. You were told we would come back when it was replaced by FPL. You never contacted *** or ****** about the conduit being completed.

   

  2)We reached out the final day of premium painters being on site for you to walk the job. You refused due to your wife being out of town. When we did reestablish contact with you you blocked joes number without his knowledge, creating a situation where there was no way to reach you.

   

  3) the estimate clearly states that we were replacing aprox 30 LNFT of stucco on the right side of your house, about 1 foot high. You were also made aware that your stucco around the entire house was failing, you chose to just replace the section that was replaced by premium. You were only charged **** for stucco work, not the **** you were quoted. when doing these types of repairs, we dont know to the hour and how much materials will be needed until you start chipping things away hence the large range.

   

  We are a 23 year company, 10 time angis super service award winners. We wanted to make this right with you, you refused to allow it.

  Customer response

  06/16/2023

   
  Complaint: 20191117
  
  I am rejecting this response because:
  

  1) You have mentioned that ******, as a *******, had no authority to make promises regarding the schedule. However, ****** did personally inform me that he would return to complete the job following the conduit replacement by FPL. While I understand he may not typically handle scheduling, I based my expectations on this conversation with him.
  2) You have also mentioned a final day, purportedly on April 15, 2023, when I told *** from your team that I was done with Premium Painters. However, this is not accurate. The last day of the job was in December 2022, not in April. It's crucial to establish that there was no "final day" communicated to me for the completion of the painting job.
  3) Regarding the stucco work, I'm afraid there's a misunderstanding. The original estimate provided was for $800 - $1200 for approximately 30 feet of stucco replacement. However, less than 20 feet was actually completed, and other contractors have quoted $1200 to repair the quality of the work done. This discrepancy, coupled with the unsatisfactory workmanship, has led to my concerns about the service provided.
  

  Finally, the most concerning aspect is the assertion that I am not allowing you to rectify the situation. The reality is, Premium Painters did not complete the work as specified in our contract, effectively abandoning the job before it was finished.

  
  If you truly wish to make this right, I believe the first step is to take ownership of the shortcomings and the miscommunication that occurred. I am open to working together to rectify this situation, provided there is an understanding and acknowledgment of these issues.
  

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

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This group is terrible- they contract their work to unreliable people- guy that was assigned to our house took more smoke breaks than he worked. They were hired to paint the house and repair stucco- ****** then *** came out- 2 different quotes- then the guy they hired did the work per the ****** quote but yet they were charging based on the 2nd quote- real con men. To make matters worse they send me collections for the unpaid portion of the bill-we paid more than the 1st invoice in full. I did not want them to come out again to make matters worse; they did an ok job but not worth what they charged. Stay away from this group --- unethical business practices.

  

  Business response

  06/02/2023

  There were not 2 different quotes. If there is, he should upload it here. This is a lie. We have one signed contract, which is attached. You had stucco repair that ****** did not know how to quote, so *** came out and quoted it for you. At that point you added interior drywall repair, that we never completed due to you not wanting to do the work at that point. We were trying to collect the final balance of the work that was completed. Some stucco was near an FPL conduit that was rusted out and *** informed you that we would not do work in that area unless the conduit was repaired prior. We completed the painting and repairs of your job. When it was time to do a walkthrough you told ****** that your wife was out of town and you wanted her to walk the job. ****** called several times afterwards to try to walk the project and complete any touch **** You refused to answer our calls. When *** did finally get a hold of you and told you he wanted to come out and walk the job, you then refused to answer him as to when he could come out. We have been trying to resolve any issues that you have. You sent *** pictures of what you were not happy with, which is paint on your shutters from your PREVIOUS paint job. We cannot remove decades old paint, nor was it on our contract to do so. 

  We also did not send you to collections.

  The painter was not "contracted" he has worked as an hourly employee for over 9 years. All of the painters that were sent to your house were hourly employees. We do not subcontract work.

   

  Attached are the photos that you sent to with your complaints. and text messages of you not responding.

   

  We are a 23 year business, 10x ******************** Award winners. We have tried to resolve this issue with you multiple times and you refused to respond.

   

  Please call me, ******************* ************. I am the owner.

   

  If I don't hear from you Monday, June 5th, we can go to court for the final balance of $2130 plus legal fees.

  Customer response

  06/02/2023

   
  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,
  
  ***************************************

• Initial Complaint

  01/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of Contract 3/25/21. We requested an estimate for the painting of our home. We agreed on a price advising the contractor we were waiting on four damaged hurricane doors to be replaced. The initial deposit of $2900 was made and nowhere in the contract explained that their was a charge for Paint Samples or a Color appointment fee. We made constant contact with Premium Painters with updates in regards to the doors installation status throughout the year. Premium Painters were made aware of the delays with the doors and they were okay with holding on to the initial deposit until we were ready to start the paint job. Once the doors were installed and we contacted Premium Painters to begin the job, they advised that they would need to requote the job due to the increase costs in materials. None of this was mentioned to us when we were giving them updates on the installation of the doors. Upon estimating for a second time we were advised that the current cost only covered one coat of paint and not the two (2) coats of paint that we originally agreed to which was written on the signed agreement. Considering these factors we decided to request new quotes from other painters to compare the quotes to the one from Premium Painters. To our surprise, Premium Painters were over estimating the exterior square footage of our home and the amount of paint that would be needed. When we decided to cancel the agreement and request our money be refunded, they did not oppose and told us we would be receiving the refund check in the mail. Once the check was received with a receipt, it was short by $430 and a written note saying "We didn't just do an estimate". The charge was for 9 paint samples for $180 & Color appointment for $250. Upon contacting ********************* he told me that I was responsible for these costs; however, this information was never stated on the signed agreement nor we were ever advised by any of the Sales people of any additional fees if we decided to cancel.

  

  Business response

  01/23/2023

  IN MARCH OF 2021 WE WENT TO THE CUSTOMER'S HOME AND PROVIDED A VERY GOOD ESTIMATE. THAT WAS A YEAR AND A HALF AGO.  THIS CUSTOMER, WHO IS VERY INTELLEGENT, is providing full disclosure. Have you seen the price of eggs? Rent, auto insurance?

  We bent over backwards and were willing to take less on labor and every other part of the job.  Then he had an issue with paying more for materials more than a year later.

  He did notable construction on his home. WE RECEIVED THE DEPOSIT 18 MONTHS AGO, AND IN THIS WHOLE TIME WE WENT TO THE HOME 7 OR 8 TIMES AND PUT 10 OR SO SAMPLES ON, THAT WE SPENT MONEY ON. WE RETURNED THE DEPOSIT TO THE CLIENT. 

  This appears to be a classic example of someone trying to take advantage of a painter who goes to work every day to provide quality work for clients. 

  WE HAVE BEEN IN BUSINESS FOR 20 PLUS YEARS.  We are A+ Rated with the Better Business Bureau and 10-TIME **** SUPER SERVICE AWARD WINNER. 

  AFTER 9 TRIPS TO THE HOUSE AND SIGNED AGREEMENT TO DO THE PROJECT SELECTING COLORS AND WITH US PAYING $100 FOR SAMPLES ON HIS HOME, HE THEN HAD AN ISSUE?? WE LOST MONEY, THE SAMPLE CHARGE WAS COST, YOU SHOULD HAVE GONE YOURSELF AND DONE IT. HE USED US FOR OUR COLOR EXPERTISE AND WANTED FREEBEES

  WE HAVE 22 PAINTERS AND 2 FULL TIME CARPENTERS. WE LOVE TO MAKE CUSTOMERS HAPPY AND ARE VERY FLEXIBLE. 

  MORE THAN A YEAR LATER HE IS COMPLAINING THE ***** OF MATERIALS ONLY WAS GOING UP. WHILE I REFUNDED EVERYTHING BUT SAMPLES AND HALF MY TIME. 

  

  Business response

  02/14/2023

  We went to this person's hone and did samples on 3 occasions. 

  This was all after we had a contract.

  We bought sample quarts totaling just over 140 dollars and they are complaining  that we were at their home 9 different times, supplied samples for them to get the their color straight, then they cancelled the contract. Yes we did refund them their money less the cost of paint and an hour labor.

  It is sickening we were treated that way. 

  It's a classic example of a customer trying to take advantage of a 23 yr company. 

  You shouldn't  have a real company come to your home 9 times and ask for all those samples and then cancel a contract. We DONT WANT TO DO BUSINESS W PEOPLE LIKE YOU.

  I HAVE THOUSANDS OF CUSTOMERS, WON THE SUPER SERVICE AWARD W ANGIS 10 TIMES AND HAVE THW BEAT WARRANTY IMNTHE BUSINESS. OUR 22 PAINTERS AND 2 FULL TIME CARPENTERS ARE PAID VERY WELL. WE LOST MONEY ON YOUR JOB AND REFUNDED YIUR DEPOSIT LESS THE SAMPLES AND 50 DOLLARS..

  YOUR WELCOME FOR SELECTING YOUR COLORS. SHIULD HAVE HIRED A DECORATOR 

  ***********************************************************************;

  ********************* OWNER

  ************ 

   

   

   

   

   

   

  Customer response

  02/16/2023

   
  Complaint: 17720601
  
  I am rejecting this response because:

  You are incorrect that 9 trips were made to the property, samples only done twice, on 4/22/21 and also on 4/28/21 as stated in my original response. I am not sure why you keep stating that Premium Painters came by my home 9 times when in fact it was only 4 times, we are not the ones complaining, it is you that keeps bringing it up. 

  Once the contract was signed, ****** stated she would come back to provide color samples on the home. Were we supposed to choose the colors from a paint card?

  Nowhere in the contract states you will charge a Color Appointment of $250 and for paint samples of $180 if the work is not completed.

  We had all intentions of using Premium Painters until they changed the contract to only include 1 coat of primer and 1 coat of paint, as stated in our original response.

  The only reason we canceled the contract with Premium Painters was due to the changing of the terms stated in the original contract. This is a classic example of a business taking advantage of the consumer by changing the terms of the contract hoping that the consumer will not notice.

  I am requesting that you refund the balance withheld from the deposit which is a total of $430.

  Just because you are in the business for 23 years, does not mean that you are a stand-up guy. 

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

  

  Business response

  02/17/2023

  now you're saying we changed the application process. THAT IS FALSE and you know it, I'm a ten-time super service winner w angis, i just finished a big job at ************, we were chosen ************************************* *******, our list of jobs is second to none with happy customers.

  now you're either lying, forgetful or just looking to bash a company. you cancelled on the contract after you signed a contract, pushed it off a year, kept asking for service and we could not control price increases, the only thing that increased was material's, NOT LABOR. WE WENT ABOVE.

   you should have done your own samples and paid for them and not asked us, AND I WOULD HAVEW RETURNED ALL YOUR MONEY

  first you SAID YOU didn't like the fact that materials went up after a year, that's why you said you cancelled.

  we did not CHANGE the application and paint process. It IS regulated by the manufactures, based on the LENGTH OF warranty. YOUR HOME WAS GETTING A 2 COAT SYSTEM FROM THE BEGINNING, THATS THE WARRANTY. AND IT CLEARLY SAYS THAT, 

  it's funny how you keep coming up with new comments, we have ****s of customers and always do color appointments and supply samples its part of the job, that being said, you cancelled the contract after a year. we didn't storm into your home and make decisions. you asked and we spent money AND TIME and you cancelled a valid contract that we wanted to complete. 
  

  Customer response

  02/20/2023

   
  Complaint: 17720601
  
  I am rejecting this response because:

  Due to the conversation with ***** when the house was reinspected and *** confirming that this project only included 1 coat of paint and 1 coat of primer. 

  
  We decided to cancel the contract which clearly states 1 coat of primer and 2 coats of paint.

  
  Please refund the $430 due to confirmation that both of your employees ***** & *** advise they were not doing 2 coats of Paint, only 1 coat as stated above. 

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

*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. ↩