ComplaintsforRodriguez Painting KC

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Interior home painting May 22-24, 2024. Quality of work was poor at best...painted around air freshener, strokes with too much paint, strokes without enough paint, paint bleed between wall and ceiling, paint and stains on hardwood floors and carpet in multiple places, tried to remove paint from ceiling fan but only took the original paint/stain off of fan blade, damaged water hose, killed grass in multiple places, stole ladder and solar lights, broke wooden blind, left a hole in wall. Sent someone out to rectify paint errors and clean paint splatters off hardwood floors but he could not get paint off part of carpet nor correct largest stain they left, and whatever chemical he used to wipe paint splatters took some of the varnish off of hardwood floors as well. The "fixer" bought back a 6' aluminum ladder (ours was stolen) but it was not ours...it had a bent first step, bent paint tray and paint splatters that have never been used at our home. Fixer also could not fix stain on hardwood floor or dead grass. Tried to contact owner and insurance company to no avail. Sent a certified letter via USPS to owner, USPS said "no access to address". Called the number on brochure was told they are transitioning to a new address at **** ********* Court (he spelled *** ****** ** ****** Google nor my GPS could find a ********* ** ******. Sent info to insurance company listed on certificate they give, Segura Express Inc...no response. I am asking for a $1,000 refund on what I paid to repair/fix/replace the items they damaged. I feel it is wrong to pay someone $3,600 and am left with damages to our home. I am trying to avoid court and hope BBB can help settle this dispute. When I wrote a review of the job, the respondent accused me of wrongdoing but not once has a Rodriguez rep offered to come and look at the damages I still see everyday. My husband and I are 82 and 68 respectively. We don't want court battles but do want to be treated fairly. I have more pictures too

  Business response

  07/08/2024

  Good morning Mrs. ********, We first and foremost want to apologize for any inconvenience on our end throughout the process and after the fact. We do want to start of by saying that as a company customer satisfaction is a priority, for this very reason we do not ask for a single payment upfront. We request that clients only pay when they have done a thorough walk through of their home/project and have deemed everything to be done to their satisfaction. You made payment, which gives us the assumption that everything was done accordingly and you were happy with the work. You signed off on the customer satisfaction form stating that the experience with the crew leader, crew and overall work was excellent and even in the customer satisfaction form it reminds you to do a full walkthrough to certify that the work has been done to your liking and that there are no pending items left. You did mention the issue regarding the floor but all the other matters which you are now bringing up were not brought up prior to you doing this walkthrough and providing payment. This bring us to the next matter, the floor, when it was brought up we responded immediately and scheduled a time and date to have the crew go back out and inspect and correct any issues. When the crew arrived and was shown the spot they deemed that this spot was not caused by them. The crew covered your floors completely while performing the work, there were some specs of paint that were cleaned up. The crew mentioned that this spot looked to have been there previously and was caused due to some sort of chemical and not paint. We use acrylic latex painting meaning it is water soluble and can be wiped off with a simple warm wet rag. The crew had no reason to bring any chemicals as they are not used in interior projects. The only thing brought out is paint, caulking and etc.. but no harsh chemicals. They proceeded to take care of any other pending matters and you were once again asked to do a thorough walkthrough to make sure that the warranty claim was done to your satisfaction and that all issues were corrected. You once again signed off on this. While we do apologize for the ladder, this was a simple mix up and the ladder was returned. We have done everything accordingly and have been responsive since the beginning. You signed two forms on two different occasions stating everything had been done to your liking and there were no outstanding issues left. We are at your disposal to come back out to take a look at any other touch ups or warranty claims, even though you signed stating everything was done and no pending matters were left but we cannot accept responsibility for a spot on the floor that was deemed to have not been caused by something other than paint being that paint would not cause such a spot and the crew cleaned up all other areas. 

  Customer response

  07/08/2024

  
  ********** ********
  
  I am rejecting this response because even though we did a brief walk through with ******, after further walking through my home, I am found over 30 problems and I immediately responded to your company.  I am rejecting your response because I contacted you within 2 hours and because of the following:

   1)  You used acrylic latex paint on my walls, but you used an oil based paint for my ceilings, doors and baseboard trim.  The paint on my living room carpet could not be removed because it was oil based.  And whatever they spilled on my floors was from that paint that they tried to remove.  I reject that someone from your company came out and reviewed the stain.  When I called and the painters were still here, the response I got from you was "our painters said they did not do that because they had everything covered.  And, we don't bring harsh chemicals into a home.  We just wouldn't do that!"  However, when the 3rd ****** ******* came to correct some of the issues, he even stated "I don't know how to fix that because I don't know what they used".  I would also like to interject here that if "everything was covered" why did you have to come out and clean paint off my floors in over 17 places.  In the entryway alone there are 5 spots that had paint splatter.  And where ****** cleaned those spots, he must not have used "just water" because it took the shine off my floors in every spot he tried to clean.  They are still there if you want to come see them.

  2) I immediately responded beginning that evening when I finally had a chance to do a thorough walk through.  My response, with pictures, started Friday as soon as they left and continued all through the weekend.  You have copies of those pictures that showed the damage to my wall, blind, grass, water hose and ceiling fan.  I also add this comment:  if they did not use harsh chemicals, why in my yard where they sat and/or sprayed their paint buckets did my grass die.  The dead grass spots are still there after a month!

  3) I would have stopped payment on the check, but by Tuesday morning (after the Memorial Day holiday) the check had cleared the bank.  Almost as if they immediately ran to the bank to cash it on that Friday. 

  4) There is no mention in your response about the fact that they bought back a ladder, not ours.  The 6 ft. aluminum ladder you bought back has a bent 1st step, bent paint holding tray, and paint splatters that have never been in our home.  Nor did you mention the new solar lights that were in my garage that disappeared with your crew nor the new black water hose that was covered with white paint nor the ceiling fan that they tried to remove the oil based paint from.  You also did not address the black exterior door that now has white paint on it. And, as a side note, I went to find my broom where I keep it in the garage, they moved it and the red handle is now spotted white as is my Ninja blender (though) it is now a spotted sand color that was in my pantry where they painted

  There as so many lingering issues.  We are not asking for a full refund at this time.  We do, however, request $1,000 to repair/replace/restore/install those items broken, stolen or damaged and to replant grass.  When we built this home, we placed sod over the entire yard.  We are hoping that a rapid grow grass seed can fill in the dead spots.  We feel it is unfair for us to pay your company $3,600 and be left with so much damage.

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

  Customer response

  07/08/2024

   

  Also to add to my original response to your response:  I stated in my texts with all of the pictures that you should throw my initial responses away of being satisfied with the job.

  Business response

  07/15/2024

  You are adding additional things that have never been mentioned before. We are still lost as to why these things are being brought up just now even after you signed stating everything was done to your satisfaction, there were no pending matters pertaining to the project left to be done. The only mentioned was the one spot on the floor which the crew reviewed and stated that it was not them. It was an older stain and had nothing to do with any paint they used at the property.  Even after we sent the crew again we asked that you do a walkthrough to make sure everything was handled. You signed the warranty form that also states everything regarding the work was done to your satisfaction and all matters pertaining to the work was completed. The crew went out and performed all touch ups required, we are not sure where these things keep coming from or where not mentioned before you provided payment and did the final walkthrough or the second time the crew went out to complete touch-ups. We can set up a time and date for the crew to go back out along with a supervisor to inspect and if there are any touch-ups they can be remedied. 

  Customer response

  07/16/2024

  
  ********** ********
  
  It appears we are at a stalemate and this complaint has not reached a level of management who can make a difference.  I am going to restate my position AGAIN so let me address the issues in your response.

  1)  "Customer service is a priority" is a nice statement, but I have not seen the action behind it.  When I complained of the spot immediately while your crew was still here, you accepted the explanation from your lead/translator who was here less than 50% of the time so she would not have known what happened when she was not here.  Her response to you was "it wasn't us, we had everything covered."  She NEVER said it was an old stain to me, but her excuse that everything was covered was dispelled by the number of paint droppings your company had to come clean off the floor.  When ****** came to do "clean up" work, his response was "I don't know what they used, so I can't fix it."  You keep claiming you only used acrylic paint that could be wiped off with water.  However, I still have the oil-based paint can of the white paint they used for my trim, baseboards and doors.  Check your records PLEASE!  Also, ****** stated that on the "Touch up/Warranty claim" I was only signing that he was here for the number of hours stated.  If you CHECK your form, you will notice I DID NOT initial the "Complete Satisfaction" portion of the form.  ****** also used something different than "just water" because where he scrubbed to remove the paint splatters, of the oil-based paint, he used something other than water.

  2) I signed the walk thru form while your 6-member crew were standing in our yard, arms crossed, glaring while waiting on a signature.  HOWEVER, if you check your many text messages from that SAME DAY, I told you to burn any positive review I had given.  The FTC allows at least a 3-day period to resend contracts and positive reviews.  I resented mine within hours, not days. 

  3) I made payment late on Friday (Memorial Day weekend).  When I went to stop payment on Tuesday morning (because the banks were closed due to the holiday on Monday), the check had already cleared the bank.  It was as if ********* ******** knew they did a horrible job.

  4) On the walk thru, I signed off on what I could see at the time.  Standing I would never be able to see the uneven paint under the windowsill in the bathroom until I sat on the stool nor that the crew painted around an air freshener.  At 5'4" I could not see all the missed spots above a shelf that is 6' off the ground without a ladder in the laundry room.  I also was looking at the major walls I requested to be painted (and there were plenty issues then that were corrected), not my floors and carpet.  However, the large stain was very obvious that day and from my forms, you can see I complained immediately.  I would not have known about the hole in the wall because they were clever enough to use my drapes to cover the hole; nor, would I have known they broke my blind until I went to close them that evening.  The grass was dead the next day where they sat their paint cans and sprayed to clean their equipment in our yard.

  5) CHECK YOUR RECORDS -- all of the paint problems begin and end with the white oil-based paint this crew used on my trim, baseboards and doors.  As a paint company I would hope you know that oil-based paint is not removed from wood or carpet fibers with water.  The oil-based paint is the problem with the stains in my foyer, carpets and grass.  Again, I still have the paint can of oil-based paint they used.  As a matter of fact, your lead/translator stated they "had to use oil-based paint on the trim, baseboards and doors because that is what is on them and an acrylic paint would not stick" to what is already there.  She further stated that "otherwise they would have to scrape everything down to the wood that that is too much work".

  6) The ladder was a "mistake"!  But you bought back a broken-down ladder that must have been used on other jobs...NOT OUR LADDER.  Not such "great customer service".

  7) You never addressed the hole in the wall, the blind, the grass, the water hose, the ceiling fan.  What's up with that?

  So here we are...you sticking to a claim I signed a satisfaction form 2 times.  HOWEVER, my text messages to you THAT SAME DAY THAT I GAVE YOU A CHECK stated I withdrew any positive reviews I gave on the first form "until my home was made whole".  I checked to cancel payment on the check ASAP, but you guys had already cashed it.  On the 2nd satisfaction/warranty form only shows that that Miguel was at our home for 4 hours trying to remedy what the first crew messed up.  My initials are not on the form next to "My Claim has been completed to my satisfaction".  

  Your responses are moot points because everything has been proven untrue.  You DID use oil-based paint in my home; I withdrew my positive review after the walk thru within hours; I tried to cancel payment; I did not initial the satisfaction portion on the Touch-up/Warranty claim form.  I would hope this complaint can be moved up to someone in management who wants to address the issues and not repeat the same moot points given.

  I still want a refund of $1,000 on that $3,600 payment because it will take much more than that to get my home back to where it was before your crew painted here.
  
  ********** ******** ********

  Customer response

  07/16/2024

  Just interested in knowing what did BBB base their decision on that this business made a good faith effort to resolve all the issues outlined in my responses?  Also, can BBB give me a mailing address for this business?  Lastly, how can print out the total file...original complaint, responses and closing comments. 

*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. ↩