Complaints

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• Initial Complaint

  Date:07/18/2022

  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 had my house painted by this company ,work that was to be done was not ,they came out again to finalize I signed paper once the painter and owner assured me it was infact completed. I later noticed it was not ,the painter had lied to me and after contacting owner i showed him photos he agreed to get someone out to rectify regardless of signed paper ,they showed up next morning and said they would be back in 2 days..no one showed and nobody completed job . They are refusing to make good on this ,im not asking for additional work just completion of what was to be done.

  

  Business Response

  Date: 07/19/2022

  This is the email I sent to the customer yesterday.

  From: ***** *******
  Sent: Monday, July 18, 2022 11:24 AM
  To: ********************** <**********************>
  Subject: Project Completion
  
  Mr. *******, 
  I am writing to let you know that we appreciate your business and to inform you EYP's contractual obligations are complete. 
  We completed your project on 7/6 but you fused to sign off on your project completion because you wanted to perform the walk around with Brent, your sales person.
  This was not requested nor set up in advance and does not follow the process as provided to you.
  (See Project Instructions provided multiple times to customer)
  
  We scheduled your touch ups via our contractual obligation and at your request a member from management showed up to review any concerns you may have had on Friday 7/15. The person who showed up was me. We reviewed your concerns, and I left instructions with the painters that addressed those concerns. 
  The painters completed the touch ups and you signed off on your project completion.

  (See project Completion sign off signed off by customer)

  Later on, that evening, 7/15 you sent me photos of the tops of your windows where they were not painted. This was definitely an item I promised we would do while I was there to review your project. I completely understand these window tops were not visible to you from the ground and you noticed them when you decided to inspect them latter with your ladder. I sincerely apologize for this oversight. 
  I had the painters return the very next morning 7/16 to paint the tops of the windows and the action was completed. 
  This concludes your paint project. 

  Sincerely, 
  
  ***** * *******, President
  Express Yourself Paint
  ******************************
  919.219.3111 

  Additional Information: The customer while there had scrapped paint off his home to the bare wood. I was there the day before and there was no peeling paint to scrape off and there we no areas of missing paint down to the bare wood. It is quite bazar that the customer did this. This is what we are now refusing to rectify for him (damage he did). Now he is also saying he has more touch ups but based on my review on Friday I don't see how that would be possible. Basically, he signed off on his project completion and we went back and completed the one he communicated we missed. 

   

  

  Business Response

  Date: 07/30/2022

  This makes no sense. Why would anyone drive 40 minutes to the customer's home and do nothing? I spent more than 5 minutes on the phone with them while they were there, and the scheduler confirmed they did not arrive back home until 3-4 hours later. 

  I walked the customers home personally and there was no peeling paint. In fact, I am in possession of the photos sent by the customer and the photos do not represent peeling paint. These are areas where the customer scrapped the paint off to the bare wood. He did this after I personally told him that applying a fresh coat of paint weakens the paint underneath and that it takes 30 days for the new paint to cure. Upon the tech's arrival the customer showed them the areas he had damaged and had told the techs they needed to repair them. This is why the techs called me. We have been in business over 12 years and serviced over 5,000 customers and I have never had a customer scrape the paint off to bare wood directly after we painted it. It is not normal. 

  EYP will not be repairing the areas the customer damaged after we completed their project. 

  A contract begins when both parties agree to a particular work scope at a particular price. The contract is completely executed once the work scope has been completed and the customer acknowledges completion by signing off on their job completion stating the work scope is complete the customer's satisfaction. The customer signed off on their job completion. Of course, for customer service reasons, if we blatantly missed something major, we would come back out to correct the error, but we are not contractually obligated to do so. During this project, EYP has already performed hours of work at the customer's request that was not in his contract. We did this to provide great customer service. 

  In the latest photos there was an area we applied Bondo to and EYP failed to paint. This touchup would take about 30 minutes max to complete. I have authorized a refund to the customer for $100 to cover this activity and they should receive the check via mail next week. EYP considers this matter closed and has no intention of responding to additional request from this customer.

   

   

   

   

   

   

   

   

   

   

  Customer Answer

  Date: 08/15/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I recieved reply from EYP , aparently owner issued a refund of $100 for some bondo that wasn't painted ,which I still have not recieved ,I do Appreciate that ,but we were to discuss that amount .The owner seems to believe his men were at my home actually doing incomplete work ,they didn't do anything, the window trims are still unpainted ,aswell as paint on facia that was not compleated and was to be according to contract .if they would just respond to my emails ,texts ,calls ...I've sent multiple photos via text ,email  aswell as video of work that was not compleated and was to be via contract , I've been intouch with my lawyer and I am told with rhe photos I have ,the work description in contract and the sheer fact that work is not yet completed, I have a very good case ,we are trying to resolve before taking it to court .I was reluctant to sign off on job because I wanted to walk it with sales man and was told they don't do that, so owner ***** ******* came out and instructed ***** to do what was to be done .when ***** was finished ,I asked him if everything was compleated he assured me it was ,then I signed .shortly after ***** left ,I continued doing my rain gutters and noticed he had lied and did not do windo trims ,no calk no paint ...he also didn't calk separated seems or scrape or sand loose paint like mentioned in contract ,resulting in immediate paint lifting from wood surfaces ,he literally painted over wet damaged wood and flacking paint . I questioned ***** of these issues the whole time he was there ,saying he would take care of it ...he did not .owner is acusing me of picking and peeling paint ,why would I do that , the spots I showed them were lifting and cracking on their own ,no 30 day or longer would  cure that...owner is also not believing his men were at my house no more than 5 miniuts ..doing nothing ,one sat on my lawn firnature and the other was telling me paint peeling due to no primer used which is also noted to be done in contract..and was not . I was not showing other crew additional work, I was pointing out contract work that was not performed . I also did not make eyp do work not on contract ,I was very specific with salesman ***** ,in person as to what I wanted ,I asked if they calk glass block windows and paint under edges of siding to prevent water damage ,he said yes ,just remind crew when they arrive on my job ,exactly what I did ...I fully expected it to be part of quote ,as I mentioned to owner ***** ******* when I met him .I was also told by salesman that crew would go around and assess wood or trim, etc that may need further repair and give me options at additional cost 

  ..they didn't. They just rushed and painted of damaged surfaces . Even owner ***** ******* ,in a text said he understands I couldn't see unfinished work from ground even after signing off . I paid Neary $6500 for this job and should not have to pay another painter to finish .they are not making good on unfinishedcwork or following through with workmanship warenty ,such as a spot on upper facia way out of my reach but able to photograph which I sent to them ...of cracking paint over loose paint ...which ***** did not prepare like he was to via contract . Men told me they would return following Monday, and never did .  ***** said it took them nearly 3 to 4 hrs to return home ,if that's the case ,it was not due to them working on my house . I've been calling ,texting ,emailing ,for weeks now ,***** occasionally returns telling me. *****. ******** and **** * are working on getting crew back to finish ...I've asked John  m to please return my calls due to the fact that he's also customer service.,and does not  he received my video and texts ,when this all started and replied " interesting " no reason I'm being treated like this..Eyp did not fulfill their end of contract , im asking them to please coordinate with me a date of return to finish as I am cured receiving medical treatments as I told ***** several times and had to rearrange because they told me they would be back on Monday..still waiting .

  
  
  

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