ComplaintsforCertaPro Painters

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/17/2023 CertaPro came out to paint the outside area around my windows and the inside stairway in my house. On 8/29/23 I noticed the picture window was broken. I did not notice it was broken immediately after the window was painted. They made arrangements to come out on 9/13/23 at 2:00 pm to see the window. They agreed the window was broken and there several areas that needed to me repainted. They said they had someone to repair the window and they would send the painter back out. After the painter came out, they said the painter said he didn’t put the ladder on the window. I told them there was no way he could to the top or the other side without putting the ladder on the window and I saw it on the window. They asked for Ring footage but my cameras don’t go back that far. Now they are saying the window was broke before it was painted. The window was not broken previously. If it was broken, the painter would have noticed it and said something about it. If it was broke before they painted it, I would have told them it was broken. I contacted window companies to come out and provide a quote- 2 companies provided quotes - $3419 and $3550.

  

  Business response

  10/27/2023

  We initially offered to repair the window that was claimed to be busted. Upon reviewing the details of our original proposal (Given long before a ladder is on site as we had not be contracted yet), the photos show that the window was already cracked. We can not be held responsible for damage done prior to any work being performed. Pictures are available on the proposal we sent to *** *******. Thank you

  Customer response

  11/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: If the window was broken before the painter would have said the window was broken.  He did not. Also I saw the ladder up against the window and there is no way a window can support that pressure. There is no other way the window could have been broken. 
  
  Sincerely,
  
  ***** *******

  

  Business response

  11/07/2023

  We have before photo of the window and it is broken.
  

  Our painter did not place the ladder against the window, if so, please provide proof. It is also not the responsibility of a painter to notify a customer of their homes issues outside of their scope of work, so no, he would not have informed you of your cracked window as it is no concern of his.

  Upon request I will be happy to provide the photo prior to work start that shows the crack running across the window. Not sure what else to say here. Sorry you don’t find our response acceptable but facts are facts

  Customer response

  11/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: I SAW THE LADDER ON THE WINDOW!!! THERE IS NO WAY HE COULD HAVE PAINTED THE FAR SIDE OF THE WINDOW WITHOUT PUTTING THE LADDER IN FRONT OF THE WINDOW BECAUSE OF THE BUSHES ON THE FAR SIDE PREVENTED HIM FROM PUTTING THE LADDER THERE. When I have talked to them previously they never denied or that the painter put the ladder up against the window. When my insurance agent contacted them, they never mentioned this. When they first responded to this matter with you (BBB) they never mentioned that the "ladder was not up against the window". The yellow box shows that the painter could not put the ladder there to paint that side of the window. There was no way he could have painted the far side of the window unless he had the ladder in the center of the window. 
  
  Sincerely,
  
  ***** *******

  Customer response

  11/09/2023

  CertaPro did not provide pictures of the window prior to painting showing that it was not broken.

• Initial Complaint

  12/02/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hired CertaPro to paint my living room, dining room and kitchen on October 22 and 23, 2020. They also did some drywall work and repaired some cracks in my walls and ceilings. I paid them $1.771.68 in full on October 23, 2020. According to the contract, this work has a warranty for 2 years. By March of 2021, the cracks reappeared. I also noticed spots where the paint was not applied smoothly. In fact, it was smeared when the light was at a certain angle. I contacted ****** ******* who was the salesman. I told him about the problem. He did not respond. ***** ***** responded on March 21, 2021. He said he could not make a visit, because he was taking care of a sick daughter. On March 25, he sent a lady, ******, to inspect and take pictures. Several weeks passed, and I didn't hear a word from ***** ***** or ****** ******* I sent ***** ***** two emails, one on May 11 and one on May 13, 2021, telling him that I hadn't from him and wanted to know what was going on. I received NO response. To this day, I still haven't heard from Justin, *****, or anyone from CertaPro, and here we are in December, 2021. I am using a public computer and it does not allow me to upload copies of my contract, my check or my receipt. I can make them available to you upon request.

  

  Business response

  01/25/2022

  Business Response /* (1000, 10, 2022/01/06) */ Stress fractures/ cracks in the walls due to settling or expansion and contraction of home during the winter months are considered normal wear and tear and do not fall under our warranty guidelines. However, due to a continued effort from Mrs ******* and seemingly apparent oversight on our part, we will be happy to come out and make repairs within reason. Thank you Consumer Response /* (3000, 12, 2022/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company performed work for me in November 2020. By March 2021, the cracks reappeared. They guarantee their work for much longer than 4 months. I would like them to come to my home and correct the problem. How do I get them to do this? In my experiences with ******* ***** and ******, they don't return phone calls or emails. How does a customer effectively contact the business when the communications are one-sided? If you will tell me how to make this business get in touch with me, I will have them come to my home and make it right.

*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. ↩