ComplaintsforCertaPro Painters of Central SW Florida

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***************************************team/I will get to the point, because nothing justifies what they did. We have interior video cameras which record anyone who enters the commons area of our new condo. Because we live out of state, we thought we could trust the franchise owner, ********************* (and his wife *******) with a key. The project took weeks. And even though we live out of state, we knew they had not completed the job to a reasonable degree. We tried to talk to them about this, but *** refused to respond until I texted him to tell him I thought he was unprofessional. This provoked a response and I suspect it angered him. After that exchange, they still had the key and had to finish other work. I was not able to fly to FL to inspect their work for exactly one month after they returned the key to our realtor. Our videos and alarm monitors prove no one else entered our condo after his employee left for the last time. When I entered a month later, I was immediately hit with the most disgusting odor of human waste. I went right to our guest bathroom and what I found was so disgusting that I have elected not to post the photos I subsequently took as proof. Their employee had left a significant mess of diarrhea and urine not only inside the toilet which he never flushed, but sprayed excrement on the exterior and urinated on our floor (which dried yellow inside the grout in our floor tiles). The excrement had been there so long that hundreds of insect larvae had left eggs all over our bathroom (I really apologize for the details). I immediately contacted ********************* and his assistant several times, and texted him photos of what his employee did; and is their habit, they refused to respond for days. To this date, they have refused to remedy this situation.

  

  Business response

  10/14/2022

  This review is very unfortunate and has LITTLE truth to it. We did have someone work for us who had a medical "problem." He was not able to make it to a bathroom and so because of his emergency, he used the customer's bathroom. Then he realized the owner had the water turned off in the condo and he could not find a way to turn it back on. For some reason he did not communicate the situation to management. Of course, this was not a deliberate thing as the customer suggested.  We have had a professional and successful painting business for 46 years. Why would we jeopardize our business with something like this. Honesty and integrity are integral assets that underline everything we do.

  TO OUR FUTURE CUSTOMERS, we have apologized for such a thing that has happened to our customer. In fact, after we received the vulgar message from our customer, we immediately searched out what happened.  This took some time because the employee no longer worked for us at that time.  Then we asked what we could do to make it right. Our customer said he wanted $500. We agreed to pay him and sent him a check immediately with no questions asked. If he did not receive it, he could have notified our office.

  FOR POTENTIAL CUSTOMERS, PLEASE READ ALL OF OUR REVIEWS AND TAKE INTO CONSIDERATION OUR 10 YEARS OF A+ RATING AND THIS WHICH WILL GIVE YOU A BETTER INSIGHT INTO HOW THE MAJORITY OF OUR CUSTOMERS FEEL ABOUT THE EXPERIENCE WE PROVIDED THEM.  UNFORTUNATELY, THIS REVIEW DOESN'T TELL BOTH SIDES OF THE ***** AND IS DEFINITELY NOT IN LINE WITH OUR CHARACTER, BELIEFS OR VALUES!

  Customer response

  10/17/2022

  
  Complaint: ********
  
  I am rejecting this response because they say it has little truth to it, when in fact he admits it was all true. Its not an untruth if my belief is, it was done intentionally. He admits to all other facts. I feel that the surrounding evidence of their failure to complete the job and his absolute continued failure to even respond to my requests that he complete the job, including when I finally called his work ethic "unprofessional" is what led to the intentional conduct. He had a month before that disgusting mess was discovered to notify us of what we would ultimately have to find and clean up ourselves. His response and excuse are what is not even believable. And businesses are caught everyday using fake, padded reviews. 
  
  Sincerely,
  
  ***********************************

  

  Business response

  10/17/2022

  We have apologized and paid for the unfortunate events that happened regarding our former employee who was sick. It is unfortunate that our customer has gotten so angry to resort to bombast and hyperbole with intention to damage.  There are no fake reviews in our 10 years of A+ reviews.  We find no value in this back and forth arguing and have no intention of commenting further. 

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They painted my tile trim in bathroom shower, the tile should of never been painted. There is still areas in the house that needs done that we paid for. Which Now I have to hirer someone else to fix these issues. I am going to have to hirer someone to get the paint off our stools, guest bed frame, and our carpet and grout. Once I pay someone else to fix this mess, I am going to be out money that I shouldnt have to spend. Plus they say they warranty their work and they have not. *** has only been out once and only called us once. ****** keeps saying he has been out 2-3 times but that is absolutely not true! We paid them over $12,000 to paint interior and cabinets. We didnt get what we paid for.

  

  Business response

  10/18/2022

  Our understanding is that this has been worked out to our customer's satisfaction.  We have returned and fixed all areas except the tile that was painted over.  We gave our customer the option for us to replace the tile.  The last thing we were told from the customer is that they would get back with us if they wanted to replace the tile and we have not heard from them.  I think there was a misunderstanding because the wife was at work when our company was fixing things at her home.  Each day when the painters completed their work, her husband said the work was satisfactory and then the wife came home and said it was not... 4 times.  As we said before, we do stand behind our work.  It might not have been as timely as our customers wanted, so we sincerely apologize for any inconvenience this has caused them.

  Customer response

  10/19/2022

  
  Complaint: 17897979
  
  I am rejecting this response because: *** and I talked and he agreed that the paint job was not satisfactory. He came back with another worker. Once they went over all the mistakes and there were many, we said now the paint is satisfactory except for shower tile. *** told us to talk it over and try to get an estimate. We spoke to *** about the tile and we said we would take a $1000 refund so we can have the tile fixed. He said he would get back with us Wednesday the 19th or Thursday 20th. We are waiting for his response. I think the co owner (wife) is not communicating with *** on what has been said and done. Because the person responding to this has not physically talked to us and before responding is not talking to ***. *** is who we have been dealing with. We thought *** would get back with us today or tomorrow, so I was very surprised by this response. 
  
  Sincerely,
  
  *********************

  Customer response

  10/24/2022

  
  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.

  This morning *** from ***** Pro called us and said he was sending us $1000.00 refund.  A few weeks ago the corrected the paint job.
  

  *** has been making effort to resolve this issue and once we receive the refund, we can say we are satisfied with the outcome.
  
  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. ↩