ComplaintsforFive Star Painting of Crystal Lake

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired the company for exterior painting. We had many issues and the owner asked us to wait till the warranty period was going to expire. We did. First crew did an awful job and were told they were fired. When PM and owner saw the problems, said would probably have to redo the whole house. Never scraped, missed areas and didnt replace boards (if needed and as discussed). Second crew came and just did some areas. Never bought a lift out for the higher areas.Contacted the company and owner came out and said he didnt see any issues. We have pictures of areas peeling, buckling and missing paint.They have ghosted us, wont return calls or emails.

  

  Business response

  02/07/2023

  Special case.  Please contact me to discuss options.  This person has been blocked by our franchise for continually posting over and over again on our ******** page.  This project was completed in 2018.  Has called every year to request new free work.  House was a bank foreclosure with cheap interior paint applied to the exterior by bank prior tp sale.  We were a total of 4 times on site to deal with punch list - including items not created by us.  Crews refuse to go back because customer made racist remarks about the crews when walking around the house - which they overheard.  We are finished servicing this customer, who is actively trying to ruin our reputation in order to get additional free work.  Please contact me regarding options.  We can supply additional info from our Production Manager and our Franchise.

  Customer response

  02/09/2023

   
  Complaint: 19331116
  
  I am rejecting this response because:

   

  I am shocked at the response from the business. First of all, no racist remark was made by me or my husband.  In fact, the opposite is true. 
  

   

  The first crew that came out was polite and we communicated well, as I speak Spanish pretty well.  We provided drinks to them and kept in touch with them.  

   

  The second pair of individuals that came out to finish areas that were not completed were new.  They were extremely rude, speaking derogatory and mocking me in Spanish (they didn't know I understood).  I later informed the owner, ****, and the project manager, ****, of this instance.  This could be why there are remarks in their file about "racist" remarks.  We were told by **** that these two individuals had been fired for various reasons.

   

  The third crew was professional, kind and we communicated well.  No complaints on them.

   

  Here is a timeline of work performed:

   

  August 2018 - contract signed and initial work performed in fall.  Noticed some areas that weren't done properly.  **** advised us to wait till close to the expiration of the two-year warranty so they could address anything else.

   

  September 2019 - crew came out to address issues.  We did an initial walk through in dim light and sent an email to ****/**** the next day with areas that were still not completed.  Finally **** said he came out and looked at the house (when we were not home).  He said everything looked good.  We disagreed.  

   

  We sent multiple emails, texts and called to get some resolution.  I can provide copies of these, as well as the original contract where they stated they were supposed to scrape, which many areas were not done.  I finally this year commented on their ******** page about our dissatisfaction.  And provided pictures.  As they didn't respond.

   

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

  Customer response

  03/08/2023

   
  Complaint: 19331116
  
  I am rejecting this response because:
  
  We have areas unpainted and now peeling.  This could have been resolved if they had come

  back one time. That *********************** told us to wait until the two year warranty period was close to expiring was the reason we waited so long. He stated they could address any more issues.  Check our pictures we sent in.I am happy to send copies of all email correspondence and notes re phone calls.
  
  Sincerely,
  
  ***************************

  

  Business response

  03/27/2023

  Thank you for your input.  Due to the fact that this project was completed in 2018, and the fact that we have dispatched our crews several times to **************-up and warranty work since that time, we will no longer be servicing this project. 
  
  
  
  Regards,
  
  *********************;

  Customer response

  03/31/2023

   
  Complaint: 19331116
  
  I am rejecting this response because:
  
  look at the attachments.
  Sincerely,
  
  ***************************

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