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Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
05/02/2024
05/04/2024
We do our best to address and satisfy our customers' concerns as efficiently and professionally as possible. Despite ************************ eagerness to get her home painted, there were repeated small adjustments to the proposal we sent her. I believe the final number of proposal re-writes was seven. Each one resulted in delays to commencement of the project.
Nevertheless, we did finally reach an understanding, and a deposit form was sent. We use Adobe Acrobat Pro DC for our documents, which work well for most circumstances. However, for reasons that we cannot explain ******************** did receive more than one invoice for her deposit of $1400. She returned both of them signed and authorized with her credit information. When we realized this mistake, we spoke with her to determine how to treat the second deposit. We were advised to credit it toward the project.
Late last week, ******************** informed us that she wanted to cancel, and we agreed to return her deposit within five days. Nonetheless, she contacted her credit card company, and $2800 was charged back to us at the same time we were refunding her deposit to her. We informed her on the day we were processing the refund, but she did not let us know that it had already been processed. Thus, we have been charged $5600 for a $2800 deposit. Here is the email she sent to us, followed by our response.
________________
From ********************: My experience with those painting guys had been terrible.
Im staying on top of this matter and expect that your statements in the email you sent of a complete return of $5600.00 takes place today 5/02/2024. You cannot keeping sending me contracts to sign and blank deposit forms to sign and debiting my credit card. This is fraud. Stop please.
***************************
From Those Painting Guys: As you can see from the message sent to you on May 1, we processed a refund of $2800, just as we told you we would. In the meantime, two
chargebacks, each for $1400 were debited from our account. When we called to find out the source of the debits, we were informed that the chargebacks were credited to your credit card ending in 5760. We were advised by Chase Paymentech that they could not reverse our $2800 credit to you. Instead, we should recharge your card.
The result is that you have or will receive two credits for $1400 and one credit for $2800 on your card, a total of $5600. You will also receive the charge for $2800, which makes you whole.
There is no subterfuge on our part. Had we known that you were disputing the charges through your bank, we would have allowed them to do through.
It may take another day for the $2800 credit to register, but we can assure you that it has been processed.
Thank you
__________________
By the way, we have spent hours on the phone with Adobe Support, and we cannot confirm that there is any problem with our software. We have recently had some customers who have received duplicate forms, but it is infrequent and follows no pattern. It has been suggested that these incidents are the result of glitsches in the recipient's email provider, which is outside our control.
We hope this resolves the matter.
05/08/2024
Complaint: 21657195
I am rejecting this response because:
The reply you have given me is untrue.
The explanation description is not exactly what transpired between your salesman and whomever sends the contracts out. Its like doing business with with the Wizard of Oz. or playing a game of Telephone.
Plus, it took 3 sets of contracts to get it right. The salesman would agree to something and the contracts reflected different. There was no telephone number to call or contact person that approved the contract. It was just text messages and emails with a salesman. It was frustrating bc I signed a contract then hours later Id text the saleman, the salesman told hes out of town for Easter holiday. I respect time off and didnt bother him. But after week I received a different contract and another request for a deposit, again! So Im texting the salesman asking , did you get my deposit? Is the contract signed? No reply. Then I keep texting him, asking do I sign again and fill another deposit out and he didnt know for sure what the status was. After a month of this non sense, ******** tells me to stop texting and that my emails were too long , however when I did finally speak with him he wasnt sure of the house and person he was dealing with. It was always confusion. At times he wouldnt answer his phone and I had no other contact to communicate with. Days went by no start date. I text again, asking status and start date. ******** says that the delay was bc they were waiting for a specific crew to become available. Another week goes by, I received email requesting yet another deposit again, so I kept texting asking do you have my deposit, am I on the schedule? I get crickets. So I called my credit card company to find out they charged me in total 4 times for the deposit. Thats when I said stop. This company dragged their feet to remedy any issues. The salesman became insulting and rude which prompted me to end any and all business with them. I text and called salesman asking to return my funds, I also called credit card company only to find out that they re-ran my credit card based on one of the many deposit requests they had sent over the email.
I had to cancel my credit card to insure that they can no longer keep charging me for no services rendered.
if youre a homeowner beware of this company.
I would not recommend Those Painting Guys.
Now, Im waiting to receive a new credit card and spend time changing all my attached accounts.
Sincerely,
***************************
05/20/2024
05/22/2024
Complaint: 21657195
I am rejecting this response because:
I waited a month for this company to start my job. The only communication I had was with the salesman bc there is not an office telephone or boss to call to find out status. The salesman at first gave me excuses then would ignore me when I would text him. And most of the time when hed answer the text Id have to explain who and which house I was, thats how disorganized he and this company is. When he found out that I was canceling due to no show he became rude and insulting. Furthermore during this waiting time to start the job I continued to get emails with blank contracts and deposit authorizations. Id text the salesman Do they have my signed contract and did they run my deposit through? So he tell me to sign again , its a glitch theyre working out he said. This company took (4) deposits on my credit card ( thousands of dollars)and Im still trying to get resolution on getting my money back with the credit card company. Those Painting Guys still has (2) deposits. PLUS- Im still getting contracts and deposit forms sent to me still. So Im not making up problems. This company is a fraud and I want to warn others to stay away from Those Painting Guys.
Sincerely,
***************************
07/26/2022
08/08/2022
08/10/2022
Complaint: 17624531
I am rejecting this response because:
I do not accept that the words "make every effort is sufficient". I want a definite weekend date for the painters to come back and fix everything without doing any further damage to my carpet or other property. I have only gotten excuses of when the painters would be coming back and then something else happens like their van broke down and they won't be coming out. I have been totally inconvenienced and have had to further delay putting my house on the market and been living in total chaos for moving things around for the painters to be coming back. He is correct that I paid in full but never should have because I was not aware of the full extent of the damages nor of the lack of respect for the painting job that the painters were doing and their lack of workmanship. Further, I would never recommend them for any future paint jobs.
Sincerely,
***************************
08/23/2022
We would love to be able to resolve this complaint, but we don't know how it may be possible for the following reasons:
1. We don't ask for payment until the job is completed and the customer has seen it and is satisfied. This is the case with this customer she saw the finished product she was happy with it and paid for it.
2. Later, when she called to complain, I went to see what her concerns might be. She had found a number of minor issues, a number of which could not have resulted from our service but had probably been there already. I contested these, but, in the interest of ********, I agreed that we would take care of them. We are still willing to do that, but we can accommodate her demands about scheduling. We cant get a painter to take two hours on a Saturday to go and clean up a few drops of paint.
3. We offered a $200 rebate so that she could hire a cleaning company to come and take care of that. Were still willing to do that or were going to hire a cleaning company if we can find one that can accommodate her schedule.
It is never our intention to have an unhappy customer. We have tried to address the customer's concerns in a number of ways, but we cannot accede to her time frame.
08/30/2022
09/02/2022
09/06/2022
Complaint: 17624531
PERSONAL - I am rejecting this response because I just opened this response today on Tuesday, 9.6.22 at 12:20 and his response is for coming today; which makes no sense and again causes me grief. I totally do not trust this company and their every effort response is not acceptable, nor is it ever at making me happy or whole on a terrible paint job/customer service which has just caused me more problems with trying to sell my place.
Please review my email from last week with back-up on his emails where he said his guys would come on the weekend; his acknowledgment of damages/bad work and him working to make me happy. At this point, please refer to my monetary request for a resolution that I emailed in last week. I do not want those parties back in my house for fear of them doing more damage and causing me more problems.
I am requesting that monetary restitution be paid to be me as soon as possible. Thanks.
Sincerely,
***************************
09/16/2022
1. **************** had the opportunity to look at the work before she paid for the job. We do not collect for our labor until the work is completed and inspected by the client. In fact, **************** states that, when she had difficult making her payment via Zelle (for which she gets a discount). She did not speak to me, as she asserts. Our office person helped her by phone, and at no time did she mention any dissatisfaction.
2. We have made a couple of reasonable attempts at a resolution of this complaint. Each time **************** rejects the offer, her demands increase. Her last response included compensation for paint for her door, a demand that had not been presented before. Also, she now wants us to compensate her the $200 we had originally offered as well as another $750. Each time she has responded, she has failed to mention that she abruptly changed the schedule in the middle of the job and had the paint crew skip two days of work to come back on a third day. We agreed, though this is a cost item to the painters and the company.
3. Furthermore, some of the areas she is assigning as our responsibility were very obviously from previous painters. Despite this, we agreed to return for two hours to address all reasonable concerns. We specifically mentioned (and she agreed) on two hours of work.
4. When it became clear that she was demanding a Saturday appointment, which we are not able to accomplish, we offered monetary compensation we thought was fair. Then, we asked her to choose any weekday morning. You may just her responses for yourself.
We have always encouraged clients to contact with questions and concerns. We have always encouraged them to see the finished work before making payment. If a complaint arises after payment is made, we do our best to resolve the issues. We want to be clear that this is our final response: we will compensate her the $200 we offered previously. We will mail it to her by company check. We are no longer willing to send painters to her home.
09/21/2022
Complaint: 17624531
I am rejecting this response because his response is not truthful and I am requesting arbitration with the BBB. I am also attaching a copy of one of my walls in the family that was painted and repaired by his company. The longer that this takes the more damage I am finding. I recently found a crack in the marble threshold of the fireplace that his crew damaged. No respect for their work, my home and the trust that I put in them to paint my place with good workmanship so that I could ********************, as stated to ***** in the very beginning; he has created problems that I never had before. Thanks.
Sincerely,
***************************
10/04/2022
10/04/2022
Complaint: 17624531
I am rejecting this response because:
Totally untrue. I told him from the beginning when I talked with him to verify that the Zelle went through that I was not happy with the job; that his painters created a mess with paint on the carpet, on furniture, on other walls, curtain rods, glass closet doors, ceiling fans and was done poorly. I also told him that my real estate broker would not be recommending him for any future jobs because of the problems that he created for me which never existed beforehand.
I am requesting arbitration again. I am not a satisfied customer and when I talked to him about it, he told me that he would make things right; and he has not. Where does it say in the contract that I can withhold money in order to show that I am not satisfied with the work?
When he inspected my house and saw the damages, he admitted that his crew did a bad job, that it would take 2 painters 2 hours to repair/fix things and that if they could not get all of the paint out of the carpet, he would have it professionally cleaned. When he came over to view the damages, I had taken off of work to meet with him and he was late and he could have had his crew show up with him to fix everything at that moment in time. He even told me the story that he ended up firing that crew because they had been so bad and he fired *****, the crew leader. He did not even know that she never showed up for the job on Friday; that another man, ***, showed up instead. He also told me that his normal procedure is for his crew to tell the customer to call the office before paying and to verify with me, the customer, that I was satisfied with the job before paying and nobody ever informed me of that.
Another lie that he has now created is that I caused this job to interrupt his work schedule because they had to come back on Friday. He told me from the beginning that the job would take 2 days and it did not. It took 2 1/4 days. I had to take Friday off of work in addition to Monday and Tuesday.
I also want a copy of the additional contract addendum I signed for the extra work that cost $500.00 covering other repairs and the staircase. He never gave me a copy of that after I signed it when he came to the house on Tuesday.
He told me then that his guys would clean up all of the paint on the hallway light fixture and then that evening when I talked to ***** about it; she lied and said that the paint was already there when they got there for the job. That was totally false.
It appears that his people lie just like him.
This has been a terrible painting experience and he is taking advantage of a senior/single person.
Sincerely,
***************************
10/10/2022
10/27/2022
| *************************** Paralegal |
| D ************ ************************?******.com |
| 10 ************************, Suite 2300 *******,********60606 |
11/16/2022
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3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
