ComplaintsforCertaPro Painters of Pittsburgh North PA

• Initial Complaint

  03/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had them come to paint and entryway and a bedroom. The paint job is horrible. There is bleed though all over the house. They have paint drips everywhere and got paint all over the wooden baseboard and wood window casings. They got paint on the wood floor and the rugs in the entryway. They are refusing to make the job right since they used sub contractors and I don’t want them back in the house after the horrible work they did. I have been trying to work with the company but keep getting the run around. When I speak with the salesman’s Mark that gave the bid he keeps pushing it off on the owner Scott. I have paid for the job to be completed in full yet I have not received the service I paid for. In addition to that I have to purchase additional paint double the amount that I was told the job would require. Below are just a few of the over 50 pictures I have showing the poor workmanship they have provided.

  Business response

  04/01/2022

  A few facts to clarify:
  
  We offered to send the painters back to remedy everything this customer was dissatisfied with, but the customer refused to let us return.  We also offered to refund him 12% of the cost of the job just to try and defuse the situation.
  All of our painting crews are thoroughly vetted and all of them have worked for CertaPro for years.  Also, CertaPro performs an internal customer satisfaction on every job we complete.  So, we have constant feedback on the quality of work being done by all of our painters.   The painting crew for this job has worked for CertaPro for 7 years and has completed hundreds of jobs for us.  They consistently receive outstanding scores on our internal survey as well as external review sites.
  Our estimate for this job called for 8 gallons of paint.  We may have told the customer to start with 5 gallons because we always buy less paint up front than the estimate calls for.  We absolutely did not promise this customer that the job would require only 5 gallons.  We never guarantee how many gallons a job will require because there are simply too many variables that can arise.
  Most of the paint drips which this customer pointed out were not from us.  The very pictures the customer sent to us clearly show that most of the paint drips on the baseboards are a different color than the paint we used on the walls.

  On 3/26, we sent a painter back to this customer.  We had an agreement where once we rectified the issues WHICH WE WERE RESPONSIBLE FOR, they would take down this dishonest review.  I sent my sales associate (who was the previous owner of our business for 13 years) along with the painter because we were concerned that, from the beginning, this customer was demanding that we rectify issues that were not our doing.  Sure enough, my sales associate called me and said that the customer was absolutely pointing out numerous issues that were not our doing.  We told the customer that, as we had said from the beginning, we were not going to rectify the issues that were not our doing.  The customer became argumentative and confrontational with my painter and my sales associate.  So, at this point, I instructed my painter to pack up his gear and leave the house immediately.  We did everything we possibly could to reach a solution with this customer, but there was just no reasoning with them.

  Customer response

  04/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  We are currently working with the corporate office and hope to this resolved soon. Once that is complete we will close the complaint. 
  
  Regards,
  ******* *********

*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. ↩