Complaints

• Initial Complaint

  07/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Paid off $6084.42 on April 18, 2022 and 31 days ago (June 16th) , I informed the owner an electrical face plate of a ceiling lamp in the 15 foot foyer had fallen down the chain, and that the wooden support on the living room curtain rod that was replaced when broken, has angled to the left. Looks like it may fall off. I also informed him the trim area where a ladder was placed in the foyer was not painted over after the ladder placement had marked the white paint. After my text on Jun 16th, he replied he was "swamped" with business and then on Jun 30th replied he could get to us either later that week or soon after the 4th of July. Still waiting and have not received a date when these minor repairs can be made. Hoping it does not take another month or two to fix, otherwise we can settle for $300 dollars to have someone else complete these repairs (per a telephone estimate). Have uploaded part of the contract which has the contact info of the CertaPro Painters hired for the job. You can also see these minor repairs are NOT excluded in the two year warranty. Thanks for your time.

  Business response

  07/29/2022

  We are sorry it took longer than expected to correct these minor issues. The supervisor on this job returned on July 22nd and completed the necessary touch ups. I have reached out to the customer to get feedback, but have not got a response.

  Customer response

  07/29/2022

  
  Better Business Bureau:
  Was happy to have the issues resolved within 3 days from reporting to BBB. It would have been beneficial if the contractor would have been more specific on why it was taking so long to have someone come out instead of responding with "working on it".  The electrical cover plate has stayed on the ceiling and hope it will continue to do so since the worker had to do a long stretch from the ladder to screw it back on. I did ask him to insure it was on as tight as possible. Satisfied with other items that needed to be corrected. Thank you. **** *****

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They painted our interior the week of October 4th 2021. We had just moved in, the house was built in 1995. As they were painting fireplace trim and 2 wall unit cabinets I noticed the paint was not adhering and pointed it out to them before they got to far, they insisted on waiting until after the second coat. It looked better after 2 coats but still was not sticking to the original surface, it wouldeasilyscratch off. It became apparent they had painted latex paint over wood that was originally done in oil base. We then became aware all of the trim at the floor and around doors and windows were originally oil base and they had painted over with latex. Paint was scratching off there as well. After weeks of trying to contact the owner I was finally able to get him to come out and look at it, and he admitted it was their fault and would remove the new paint and repaint properly. He had been dealing with health issues since before our job and I was very understanding and patient as we tried to get them to come out to evaluate and then to fix. At one point I told them they didn't have to redo the floor baseboard and trim or trim around the 14 doors or 11 windows, I would deal with that, they would only need to take care of the fireplace trim and 2 wall unit cabinets, to which they readily agreed. However they continued to ignore phone calls, make promises via text, but never keep them. During the quoting part of the job I questioned if there was any portion of the house done in oil base knowing trim is sometimes painted with oil base. I was disappointed they didn't have the experience to recognize when painting over oil base, since they are the "Pros", and they didn't have the professionalism to stand behind their poor workmanship. On Mar 8th I sent an email asking them to stop leading us on if they had no intention of fixing their mistakes, if they didn't want to stand by their work just say so or don't respond to the email. They have not responded.

  Business response

  04/28/2022

  Business Response /* (1000, 7, 2022/04/12) */ We regret to hear that the trim paint you and/or your wife provided to complete your interior project did not produce the results you were hoping for. Prior to visiting your home for the initial quote, you informed our sales associate that you would be purchasing all of the paint for your project. At that time, our sales associate encouraged you and your wife to consider allowing us to provide the paint and informed you that if you chose to purchase the paint, we would not be able to offer a warranty for your project. We use only top-quality product lines specifically designed for particular surfaces. When our sales associate was at your home to gather information for providing a quote, there was some question as to whether or not the trim surfaces were currently painted with an acrylic/latex or oil-based paint. Our sales associate offered to return to your home at a later date to test the trims so the proper type of paint would be supplied. However before that visit was scheduled, you informed our sales associate that you had painted some of the trims on your own with good adhesion results and determined that they were indeed painted with an acrylic/latex. Based on that, you indicated that a visit to test the trims was no longer needed. We advised you and your wife that if you chose to purchase your own paint, you would forego the warranty. We informed you of this verbally and in writing, as it is clearly stated on your proposal. Unfortunately, the paint chosen was thin and not of the quality we would have chosen for trim work, had we provided the paint. Because it was so thin, we advised that you allow the second coat to be applied. Shortly after your job was complete, you called our office stating that some of your trims were beginning to peel and were not adhering to your liking. We empathized with you and offered to help you, but it would need to be at a time that was convenient for both of us. Despite not having a warranty, we offered to cover the labor costs of scraping the paint off and repainting those surfaces if you agreed to purchase the specific paint we requested. You and your wife have since declined that offer and instead requested we pay you directly so that you can correct and repaint the trims yourself. Regrettably, it is important to note that had you accepted the warranty by allowing us to provide the paint for your project, any adhesion difficulties would have been quickly corrected by our lead painter prior to your project completion. We can only guarantee the performance of a paint when it is a paint that we choose and supply. Consumer Response /* (3000, 9, 2022/04/18) */ Their response is riddled with untruths and omissions. 1st, we wanted to supply the paint, they said they normally do but did not resist and suggested we use Sherwin Williams or Benjamin Moore Premium, we used the latter. 2nd they never told us verbally there would be no warranty on the paint if we supplied it. 3rd they never offered to test for oil base paint. I questioned the existence of oil base and told them I had painted a closet with trim and couldn't tell, since I am not the "Pro", I suggested they could check it out. I never declined a test as one was never offered. 4th the quality of the paint wasn't the problem. The problem was they painted over oil base painted bookshelves and cabinets with the acrylic latex paint and it looked questionable when they started so we pointed it out, but they insisted on continuing. 5th the one time they came out to look at it after it was done they assumed responsibility and promised they would come back to fix it. They never came back and wouldn't return phone calls or texts. Finally 5 months after they did the work, I realized they were too busy to fix their mistake, I offered another option...to pay me to fix their mistake. We never declined their offer to fix it themselves just gave them another option. Bottom line the issue isn't the trim or the quality of the paint. The issue is the workmanship on the bookshelves and cabinets and their unwillingness to stand behind their work. It was obvious something wasn't right when they started painting those items, a professional would have noticed with the first stroke of the brush, they did not even after I pointed it out. CertaPro has proven themselves to be unprofessional and dishonest. Avoid doing business with them.

*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. ↩