Complaints

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called Five Star Paining in ************ ******** for an estimate to stain a wood fence. On Friday April 8 around 3pm **** from Five Star Painting met with me at my home and completed an assessment, then gave me a written estimate for the work. After considering the proposal I called **** back on Monday May 2 and left a message that I wanted to accept the proposal and schedule the work to be done. I did not get a return call. I called again on Tuesday May 3 and left another message. On Wednesday May 4 morning I spoke with **** who stated he was busy and he would call be back at the end of the day. I told him I just wanted to authorize the work to be done and get is scheduled, **** stated he could not discuss it with me until the end of the day. Around 4pm on Wednesday May 4th **** called me and I requested to move forward with the project for the fence and asked for the work to be scheduled. **** stated they could not do the work for the price that was quoted to me of $2174.47. **** stated he "did the quote wrong" and did not charge "enough". He told me the new price would be $4867.00, which completely shocked me. I asked how the price more than doubled when I had a quote in hand for $2174.47, **** stated he "did the quote wrong". I asked to have the work completed for the price I was quoted 3+ weeks ago, I was told no it would cost them too much. I spoke with the manager who told me the same thing **** did, and when I asked why they would not honor the quote I was given he told me they did not have too because I did not put any money down yet-which I had been trying to do for 3 days. I would like this company to complete the work for the price they quoted me and was good for 3+ weeks until I called and they suddenly more than doubled the price.

  

  Business response

  05/09/2022

  Hello thank you for submitting this ticket. First I'd like to respond by letting you know that it is my goal to come to an agreeable solution with you about your project. I am aware that **** was out to do an estimate for you and I'm also aware of the day/s and times of each call as we do have a call tracking system in place. I am very sorry that the original quote given was incorrect and I'm aware that it actually was explained to you in detail by not only **** but also by my manager, we never just simply said "we did the quote wrong" and we "didn't charge enough". Although those words may have been used I believe more context is important. **** did call you to let you know that  he is rather new with us and that he didn't measure both sides of your fence, so in fact the quote you were given was really only priced for one side of your fence. My sales manager also called you back and explained the same thing in detail. At which point you not only cussed him out but threatened a lawsuit as well. 

  With all of this being said I am still willing to work something out with you at an incredibly discounted price to get your project done, I am sorry that this mistake was made and we are a company that honors our word. Also with that being said we did tell you as soon as it was discovered the quote wasn't quite right. I hope this helps shine some light into the situation more and I also hope you understand that I cannot do both sides of the fence for the price that was given ( the paint and labor cost combined will cost more than what was quoted) I also hope you'll understand that **** is new and everyone does make mistakes and that we communicated our mistake at the earliest opportunity after it was discovered. I will be calling you personally to try and find a solution that will be amicable for both of us, and I am willing to give you a steep discount for your troubles. Thank you so much, and I hope we can earn the opportunity to prove to you that we are a great company to do business with. 

  Customer response

  05/10/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and that I would like to hear more about what this company feels is an amicable solution.

  I do want to clarify something in the business response-NEVER did I cuss or swear at anyone I spoke to-NEVER.  I will not stand for that lie.  I never threatened a lawsuit, my exact words were if I took this estimate to a lawyer would they say this is a contract and therefore needed to be honored.  While I understand **** is a new employee, I had the estimate for 3 weeks and no one said anything until I called to put a deposit down and schedule the work.  If **** is new I would have expected someone review his work and not let it stand for 3 weeks.  I would have also expected a manager call me to explain the error and not the new employee who did not know how to explain appropriately.

  i will also say as the error was 100% the mistake of the business and not my fault, as a business they should stand by the original estimate and honor that because it is the right thing to do.  If I go to Meijers and purchase an item and it rings up at one price they cant tell me it was mislabeled and try to charge me double, they have to give me the item at the price states on the item-even if it is a mistake.

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

  Customer response

  05/23/2022

   
  Complaint: ********
  
  I am rejecting this response because: I filed a previous complaint against Five Star Painting of Berrien and Cass Counties, number ********. I was asked if I was willing to work with the company to resolve, and I stated yes. I was then informed the matter was considered resolved by the BBB and I would work with the company from then on directly. I spoke with the owner of the company on Thursday May 12 who told me he had a proposal to make things right but he was driving at that moment and the proposal was at his office. He stated he would call me back by the end of the day to discuss. I have NEVER received a call back from anyone with this company to work with me to resolve my complaint. As soon as the BBB closed the case Five Star Painting stopped contacting me and has done nothing to work with me to resolve the original issue.

  I would like the company to do as they stated, work with me on a fair price after the original price I received was more than doubled.
  
  Sincerely,
  
  *******************************

  

  Business response

  05/23/2022

  We did speak, I did let you know that I would call you back because I was driving when we spoke.

  I did call and leave another message, I assumed I would hear back from you at that point. Honestly nothing has changed on my end I am still willing to work with you. I apologize if you didnt get my message Im not sure exactly what happened there. 
  

  I will reach out again tomorrow, but if for any reason you feel like Im avoiding you or your just unsure of a situation please reach out to me directly. Just in case you didnt save it here is my personal cell number and email address.

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

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

   

  call, text, or email anytime (whichever is most convenient for you)

   

  again, I am sorry for the confusion here, and I will call you tomorrow. 

  Customer response

  05/25/2022

   
  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.
  
  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. ↩