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:08/01/2022

  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 hired CertaPro Painters to refinish and stain my faded Pella Carriage garage doors. I contracted with this company to sand the doors down to bring them back to the raw wood, and then apply stain to the doors, to be followed by polyurethane. This company's employee did not properly sand the doors; the original stain was not completely removed from the doors, resulting in blotchiness prior to the stain being applied. Then, once the stain was applied, it was applied unevenly, which exacerbated the blotchiness, resulting in a terrible end-result where the doors are now streaky and uneven (see the attached pictures). Today, I spoke with the owner of the company and requested that the doors be re-sanded down to their raw state, so that I can hire another painter to complete the job of staining and sealing the doors. I want my deposit of $1,857.41 returned since I am going to have to hire a new painter to redo this work. Also, please note that each of the two garage doors cost $8,500 at the time of purchase; if the doors are destroyed due to the company's poor workmanship, I want the owner of this company to also pay me the placement cost of both doors at today's market price. Thank you for your help with this issue.

  Business Response

  Date: 08/22/2022

  My company was hired by the client to refinish garage doors and other items around the exterior of the house. A highly skilled painter with seventeen years of experience was assigned to complete the project. The painter spent about two days sanding the doors to remove the existing finish. A sample was applied and approved by the homeowner.  After the first of three coats was applied, the homeowner stated they did not like the finish. He informed me of this on a Sunday. Our conversation that day was unproductive as he was unreasonable, belligerent and profane.  We agreed that I would come to the home on Monday morning to inspect our work and proceed as needed.  Instead of coming out to discuss his concerns, he called the office and terminated the project  There was no further discussion with the client regarding resolution of this matter. Instead of discussing his concerns or allowing us to work, he chose to file his complaint. When I attempted to reach out to him via email, he responded by posting further mistruths on an online forum.  The client was refunded his deposit less the cost of completed work and material. Even after meeting his request the client continues sending texts to further instigate the matter. There will be no further action or communication by myself or my staff with this client. 

  I hope this satisfies the bureaus request for comment on this matter. 

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

  Owner

  Pro-Craft Painters

  Customer Answer

  Date: 08/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  My response to you was sent over a week ago on reference ID # ********.  I want the ability to respond as what Certa Pro wrote was pure fantasy.  It was Certa  pro who was yelling, belligerent and telling me that I dont know what I am talking about.  They did a horrible job and I wanted to ensure that they stopped work before it got worse and they completely ruined 2 $10,000 garage doors.  I attached pictures of Certa Pros work.  I had to hire another painter to strip the work Certa Pro did.  I want to post my reply.

   

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  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
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  Business Response

  Date: 08/30/2022

  I have responded to the original complaint as requested and this a closed matter. 

  Customer Answer

  Date: 08/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  First of all, it was ******* who was beyond totally unreasonable  - telling me "(I) you do not know what you are talking about" and belligerent - I was making every attempt to halt the work that was unsatisfactory to what I expected.  The stain was blotchy, uneven,  contained drips and there were shiny areas where the original stain was not removed.  Each of these Pella doors cost $10,000.  I did not want them destroyed.  I have attached pictures, WHICH DON'T LIE, of the doors that show all of the imperfections.  ******* insulted my intelligence on numerous occasions.  At no time was I profane. THAT IS AN OUTRIGHT LIE!!! "Freaking" is not profane.  I disagreed with his methods on another part of the project, which I pulled from him before we even started any work.  He wanted to sand a fiberglass door instead of removing the stain with solvent.  I called Therma Tru and they told me in no uncertain terms that "the door must not be sanded as it will remove any raised grain" Therma Tru pointed me to specific videos on their web site on how to remove the stain and various other "how to" videos.  I shared these videos with ***************  He still insisted on sanding fiberglass doors. Since he refused to do the job the way I wanted, I told him not to touch the front door, but that he could continue on the garage doors which were mahogany, not fiberglass.  When I told his employee that I told ******* not to strip the front door and I wanted to ensure that he understood that he was NOT to sand the door he got visibly angry with me, yelled at me and turned his back on me.  Again, ******* has a twisted that facts.  ******* wanted to come out on Monday to have a discussion.  I was not available on Monday as I had a previous work appointment at another location.  Because timing was not to his liking he got angrier.  He never, ever suggested an alternate time.  I again told him to stand down.  Not knowing *******'s position with the company (he appeared to be a salesman), I called the office so that whoever was in charge of scheduling and management would know that I wanted work to cease immediately.  I also send emails to that effect along with pictures that I posted here of detailing the state of the doors.  As I received no response to my emails requesting a refund I sent follow up emails which also went unanswered.  I NEVER RECEIVED AN EMAIL FROM ***************  About a week or so after this complaint was filed, I received a check and a breakdown of services rendered.  NO EMAIL WAS SENT TO CERTA PRO AFTER I RECEIVED THE REFUND.  This is yet another lie.

  The reason the complaint was filed was because of ******* and his worker's demeanor, as well as to get a refund since they did not respond to me.  Subsequently, I hired another company who did a wonderful job.  I am not going to split hairs on what I was reimbursed.  However, it did not cover the amount of money that I had to pay another company to remediate the work.  

  Unless ******* comes back with more untruths, I will consider this horrible experience closed.   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
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