ComplaintsforFitzpatrick Painting

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Originally hired Fitzpatrick painting to paint kitchen cabinets because the paint was coming off all over the cabinet fronts. ******************* gave me an estimate, and I hired them also for some additional interior painting. When the crew manager saw my cabinets, he said they "could not be painted."So, I reluctantly agreed to new custom cabinet fronts, with Fitzpatrick painting them for an ADDITIONAL $6,000. I took quite awhile for them to be made, then installed, then removed again for Fitzpatrick to paint them. I would say a couple of months, I don't have exact dates.I noticed a few months ago the paint was chipping off, coming off the front of them just like my old cabinets. I have emailed their warranty department and recently the person the office told me to send pictures to. I have NOT heard a word back from anyone.They do have a warranty on their work, a year.

  

  Business response

  05/24/2024

  Thank you for bringing your concerns to our attention!

  We sincerely apologize for the inconvenience and frustration you have experienced.

  Upon reviewing your complaint, we acknowledge that everything stated seems to be accurate. Initially, our Crew Lead determined that your original cabinet doors could not be painted. Following this, our Estimator reached out, mentioning that you had decided to go another direction and requested the cancellation of your original job, after which we proceeded with the agreed upon installation of new custom cabinet fronts, which we then painted.

  We received your email regarding the paint issues on May 10, 2023. Your request was added to our Warranty/Inspection List which we review weekly and attempt to schedule as soon as possible as these concerns arise, but we do ask for time to navigate our scheduling around these unforseen projects. After speaking with our team, we have expedited your case to ensure prompt attention.

  We have scheduled a meeting to discuss your concerns on May 30, 2023, at 10 am. Our records indicate that the last work on your project was completed on April 8, 2023, which places the project outside our one-year warranty period. However, we are committed to customer satisfaction and will work diligently to find a resolution that is fair for both parties.

  From the pictures you provided, it appears that the areas affected by chipping paint are subject to high use, which can result in normal wear and tear, such as fingernail marks. While this may be the case, we are still willing to inspect the project further and discuss potential solutions.

  Thank you for your patience and understanding. We look forward to resolving this matter to your satisfaction.

  Customer response

  05/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I want to add that there are places where the paint is coming off that are not "touched."  These are kitchen cabinets.  Naturally they receive a lot of use and should be able to handle that along with moisture.
  
  Sincerely,
  
  *********************************

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