Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/15/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired DEM Painting 5-6-24 for wallpaper removal in my sons recently purchased home. The owner, ********************* came to the home and agreed to do the job for $1,000. He told me he required half of the money upfront and the other half when the work was completed. I sent him $500. with Cash App and have not seen him since. He has told me on four separate occasions that he will be at the home to start the project but does not show up. My son texted him and asked for the money back so that I can hire another company that will actually show up to do the job and ***** replied I already spent it. I then requested it back through Cash App on 5-10-24 and he has not responded. I am quite sure he scammed me and has no intention of performing the job or refunding the money.

• Initial Complaint

  Date:10/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired DEM Custom Painting to paint my home. I paid them $2,950 up front with the rest to be paid at completion. However, halfway through the job when they needed money for materials, they pressured me into paying the rest of the balance as well - a total of $3,569 for a grand total of $6,519. I am attaching the contract and estimate along withe pictures and details about their shoddy work. When they painted, they got significant amounts of paint on the new hardwood floors. I asked them repeatedly to clean it up and gave them at least 3 days to do so, but they did not. When they installed my trim, it was so bad I almost thought it was a practical joke. I paid them for new trim, but they dug the old trim out of the trash, cut it up in little pieces and stuck it back on the wall mixed with a few small pieces of new trim. Some of the old trim wasn't even painted. I asked them to fix a few areas, but they did not. They just continued installing even more trim in an even worse fashion. At this point I fired them with work still left to do. After it was over, I also realized they had used flat paint on my walls despite my repeated insistence that I had wanted satin sheen. I am due at least a partial refund. Most of the wall paint will need to be redone and all of the trim will need to be removed and replaced. My checks and text exchanges with them are included in the Paint Proposal document.

  Business Response

  Date: 10/17/2023

  We have done everything for this client, she would erase our previous days work by adding something else to the list or completely change colors of walls after we would have it primed and top coat applied. We were ordered to not return that is the reason some of it is not finished. She breached the contract at that time so we couldn't go further with her unless there was another contract in place. There wasn't. Thanks,

  Business Response

  Date: 10/17/2023

  We have done everything for this client, she would erase our previous days work by adding something else to the list or completely change colors of walls after we would have it primed and top coat applied. We were ordered to not return that is the reason some of it is not finished. She breached the contract at that time so we couldn't go further with her unless there was another contract in place. There wasn't. Thanks,

  Business Response

  Date: 10/17/2023

  We have done everything for this client, she would erase our previous days work by adding something else to the list or completely change colors of walls after we would have it primed and top coat applied. We were ordered to not return that is the reason some of it is not finished. She breached the contract at that time so we couldn't go further with her unless there was another contract in place. There wasn't. Thanks,

  Business Response

  Date: 10/17/2023

  We have done everything for this client, she would erase our previous days work by adding something else to the list or completely change colors of walls after we would have it primed and top coat applied. We were ordered to not return that is the reason some of it is not finished. She breached the contract at that time so we couldn't go further with her unless there was another contract in place. There wasn't. Thanks,

  Business Response

  Date: 10/17/2023

  We have done everything for this client, she would erase our previous days work by adding something else to the list or completely change colors of walls after we would have it primed and top coat applied. We were ordered to not return that is the reason some of it is not finished. She breached the contract at that time so we couldn't go further with her unless there was another contract in place. There wasn't. Thanks,

  Business Response

  Date: 10/17/2023

  We have done everything for this client, she would erase our previous days work by adding something else to the list or completely change colors of walls after we would have it primed and top coat applied. We were ordered to not return that is the reason some of it is not finished. She breached the contract at that time so we couldn't go further with her unless there was another contract in place. There wasn't. Thanks,

  Business Response

  Date: 10/17/2023

  We have done everything for this client, she would erase our previous days work by adding something else to the list or completely change colors of walls after we would have it primed and top coat applied. We were ordered to not return that is the reason some of it is not finished. She breached the contract at that time so we couldn't go further with her unless there was another contract in place. There wasn't. Thanks,

  Business Response

  Date: 10/19/2023

  We have done everything for this client, she would erase our previous days work by adding something else to the list or completely change colors of walls after we would have it primed and top coat applied. We were ordered to not return that is the reason some of it is not finished. She breached the contract at that time so we couldn't go further with her unless there was another contract in place. There wasn't. Thanks,

  Customer Answer

  Date: 10/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I will provide a line by line response:

  We have done everything for this client, she would erase our previous days work by adding something else to the list or completely change colors of walls after we would have it primed and top coat applied.

  I did change paint colors.  Recollections may vary as to how much had already been completed, but I PAID for these changes as shown in "Invoice-****" in original attached files.  They agreed to the changes and I paid them to make the changes.  If they couldn't handle the additional work, they shouldn't have accepted the additional job.  

  We were ordered to not return that is the reason some of it is not finished. She breached the contract at that time so we couldn't go further with her unless there was another contract in place.

  As stated in the contract which was previously attached: "The Customer can terminate the Contract by giving written notice: (a) if the Contractor commits any material breach of this Contract and fails to correct the breach within ten (10) days of notice of the breach , or (b) if there is any repeated failure by the Contractor to provide the Services of an acceptable standard and to the reasonable satisfaction of the Customer.

  Let me enumerate the "repeated failure of the Contractor to provide the Services of an acceptable standard and to the reasonable satisfaction of the Customer."

  1) I notified the Contractor when I saw they had purchased a sheen of paint different than what I requested as shown in the previously attached text messages.  They agreed to fix it but didn't. They knowingly and deliberately painted the majority of my house with the wrong paint. 

  2) They got significant paint splatter on the floors in multiple rooms upstairs. I repeatedly asked that this paint be removed before working downstairs. As shown in the text message provided by the contractor, he acknowledged there was paint on the floors and agreed to clean it.  Four days later, the paint still had not been cleaned from the floors.  This is shown in previously attached photos.  They later claimed they had a flooring professional inspect the floors.  If this is true, they have invited an additional contractor into my home without my knowledge or consent which is another breach of trust and contract that would need to be addressed.  

  3) When they began installing trim incorrectly, I pointed out issues that needed to be corrected.  As can be seen in previously attached text messages, they agreed to fix these issues, but did not.  I am attaching side-by-side photos of their "fixes" in these specific areas.  In the kitchen area, because everything in the kitchen is new, I specifically asked for new trim in the kitchen as shown in previously attached text messages, but this request was ignored.

  How many chances do they want before it qualifies as "repeated failure" to correct issues?  They began installing trim downstairs even more poorly than upstairs. Because of these repeated failures to correct issues and the continued decline in quality of work, they breached the Contract.  There is no world in which the trim they installed would be acceptable by any standard, let alone a professional standard.  

  They submitted a text message showing the relationship started very well and that they were professional.  I agree.  I actually believe they started with good intentions.  Their contract works in my favor.  However, most of their experience is in new construction and I believe they either didn't have the experience and/or skills and/or tools to complete my job which was not new construction and didn't know how to address or handle the situation.  

  
  
  Regards,
  
  *******************************

  
  

  Customer Answer

  Date: 10/23/2023

  Because of the time limit for my last response, I forgot to add that in addition to the three things I mentioned where they had the opportunity to correct errors but failed (1) Wrong paint sheen even after asking them to fix 2) didn't clean up floors after 4 days of asking 3) made bad trim work worse by poorly applying caulk all over everywhere), there was another big issue.  They asked me to put painters' tape on all the issues that needed touch up.  I did so, but when I came back, many of these locations were ignored and the others we touched up with semi-gloss paint over flat paint.  These pictures are included in my original complaint, but I will add them here as well.  Every attempt they made to correct their errors was making things significantly worse.  For this reason, I had no choice but to make them stop working.  They claimed that they had a bucket with a little bit of paint in it that was thrown out with the empty cans and this is what they had planned to use for touch up.  I would have happily bought more paint if I'd known.  They never told me they didn't find the paint and that they didn't have any more for touch up.  They just put the semi-gloss on the walls over the flat paint.  Ignoring the touch *** like they did in the other rooms would have been far far better than what they did.

  Business Response

  Date: 10/23/2023

  I have typed out on two separate occasions the reason why we had issues with ****************. She was completely undecided, she changed our work after we finish  a room. She would want it changed. We complied Everytime with her changes, bought baseboard trim (attached is copy of receipt)and got it ready to install throughout her home when we didn't charge her a change over, (on invoice she needed trim installed in 2 rooms not dining room,both living rooms, bathroom) We only charged her with the repurchase of paint. (Attached is copy of those purchases as well) She breached the contract and when that happens we cannot receive enter until a new one is created and agreed on. We wasn't finished with the work so her accusations of it not looking well is too early to say. Also we had a flooring professional come look at what issues she had with paint splatter and damages to clear coat. (Attached is his findings as well) This is a case of a client who is never satisfied and was too quick to remove us breaching the contract. I hope this is satisfactory and we can move on from this. Thank you and have a blessed day. 

   

  Regards,

   

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

  DEM CUSTOM PAINTING & REMODELING, LLC

  Customer Answer

  Date: 10/23/2023

  The letter they included with their last response that was supposedly from the local *********** union is a forgery.  I confirmed this with the Union today.  I will attach the email.  It looks like they want a little more time to figure out how to fully respond.  What should I do?  Should I just respond and attach this email along with the letter from my contractor who was there when the floors were being refinished?  He is putting his name and all his contact info on it because he is a real person.  Can I or should I ask for a delay while the Union decides what to do?  Now that we've involved forgery does this move outside the BBB purview?  What do you advise?

  Thank you.

  *******************************

  Customer Answer

  Date: 10/25/2023

  Hello,

  Per our conversation on the phone, I am sending you the second confirmation email from *************************** Union Local #*** that the supposed Union letter submitted by DEM Custom Painting and Remodeling is fraudulent.  I am reattaching the first email as well.  The first email is from the receptionist I believe.  She confirmed that the Union does NOT send out people to inspect jobs and that this document did not originate from their office as it claims.  The second email is from the regional representative confirming that ********************* is not a member of *************************** Union, he was not authorized to use their logo, and it appears he stole it from their website.  And just in case you wanted to know, I am also sending a screenshot of ********* Word Templates so you can see which one they used when they forged this letter.  

  Thank you for your assistance in this matter,

  *******************************

  Customer Answer

  Date: 10/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  They offered nothing.

  
  They seem to be blaming me because they are unhappy with their contract that they wrote.  I asked how much they wanted to change the paint color and then paid it.  I can't be held responsible that they changed their mind in retrospect and wished they had asked for more.  They did an in-home estimate.  If there were items they failed to include, it is incumbent on them to initiate a change order, not start the work and then gripe at me for their oversight. 

  
  They have never addressed using the wrong paint or their cartoonishly bad trim work.  I am attaching pictures showing where I cleaned up the paint splatter myself with a watch for time-lapse.  It can be removed, it just takes more elbow grease than they were willing to put in.  They should have covered the floors before painting.  

  
  I am also attaching a letter from the contractors who did work on various other parts of the house the month before certifying that my floors were in perfect condition before the painters came and that I was a pleasure to work with.  Please note that it has a name and contact info on it, unlike their letter from a "professional" flooring person.  

  
  They broke the contract first by demanding payment in full before the job was completed.  (The contract stated a 50% down payment and the rest due on completion.)  The fact that I paid it shows that I was operating in good faith and trying to help them out.  

  
  We started out with a really good relationship because they acted so professionally earned my confidence, but in truth, it was part of the act.  They are con artists and I got scammed.  
  
  Regards,
  
  *******************************

  
  

  Customer Answer

  Date: 10/29/2023

  I spoke with an attorney who advised me that it might be better for my case if they don't know that I know their letter from the Union is forged.  That is why I did not include that information in my final response.  I hope this still serves as a strong warning to protect others.

   

  *******************************

  Business Response

  Date: 10/31/2023

  To whom it may concern

  I am messaging you to see if there was a judgement in this case? Her accusations were a way to generate money back into her pocket. She sold her previous home,moved and has ran out of funds. We had professional verify her claims regarding floor. We have been receiving slandering comments on social media along with more accusations of now us stealing something personal? When there was NO PERSONAL items in the home when we were present. I will press charges for the damages due to her remarks. We have done everything she needed up till the moment she evicted us from the house when we wasn't finished, breaching our contract. She was aware of everything before we did the work. She just wasn't happy with any trades work before us and will be after. We as a business treated her and her cousin/husband/babies father with upmost respect and now receiving horrible treatment from them. I have responded to this report 2 different times, I don't understand why I still receive emails asking for me to respond? Thanks, have a blessed day