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:04/07/2023

  Type:Order 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.

  We contracted Koozer Painting to repaint the interior walls of a home we recently purchased along with some touch up of worn areas of trim in the house. My wife communicated at the time of the request that she intended to have the color of the painting to be white all throughout. Koozer Painting provided a contract price $7,850 for two coats of paint, patching of holes in the walls and behind doors where towel racks were being removed as well as two ceilings. A FROG (finished room over garage) was excluded and not to be painted. Koozer Painting began on Monday March 27. As early as Tuesday April 28, my wife began sharing concerns with Nick (manager) about the lack of coverage of the paint. Nick committed to additional painting of the walls and had painters come to the house on Friday with the intent to finish paint, replace handrails, switch and outlets covers and remove all supplies, paper, tape etc. as we had a moving company coming with our belongings on Saturday. Around mid day Friday, the painters stopped working, left the house. There are several parts of the house where the coverage of the paint is not complete causing the coloration to be uneven. No painting of the trim or the door that was included in the contract, they left behind their painting equipment in the house, had not replaced any switch covers, handrails, etc. Nor had they removed the protective papering and tape from the floors or other areas. When I called Nick to see what the plan was to complete the work, he stated that the contract price only included two coats of paint and that "90% - 95% of the time" that is enough to cover. And that if we wanted them to finish covering the walls it was going to be at an additional cost of $750. Additionally, in the FROG, they spackled areas that were not contracted to be painted. As a result, we will have to buy paint at our cost. After making partial payment of $7,100 we received an email threat from Kevin, the owner, of a lien against our home

  

  Business Response

  Date: 04/18/2023

    We completed our contract to paint the walls with two coats of paint, and actually painted a third coat upstairs for free because we had enough money left in the budget to do so.  The Hooper's somehow think we are obligated to paint a third coat in their house for free.  I actually told them we would finish it for another $500 which wouldn't even cover the labor let alone the materials.  I offered to lose money to finish the third coat, and that wasn't good enough for the *******.  

  Customer Answer

  Date: 04/18/2023

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

  Koozer did not complete the work they agreed to. While we are disappointed in the quality of the painting work that was done, due to an underestimation of coats required to cover the walls of the home, that is not the basis of our request of a billing adjustment. We are asking for a billing adjustment due to work which was agreed to and not completed including a failure to repair and paint a bathroom door, touch up trim areas, reinstallation of outlet/switch covers, stairwell handrail, dryer vent hose, and bathroom light fixtures, which Koozer employees removed before painting.  Additionally, we were required to remove all  protective paper, tape and painting equipment in advance of the arrival of our moving company which arrived to deliver our belongings the day following Koozer's cease of work. 

  We submit that our prompt payment of $7,100 is appropriate given work actually completed, without regard to number of coats of paint quoted/applied or the poor quality of the work. 

  As an aside, yet further evidence of the poor experience we had with Koozer Painting, when Koozer's employees returned the following week to retrieve their equipment, they rang the doorbell, and when my wife, who was in the shower, did not answer, they entered the home without permission, and  proceeded through the home to the garage where we had moved the equipment to be out of the way of our movers. No advance notice, or communication of any kind from Koozer Painting. In fact, the only communication we've received from Koozer subsequent to the cease of work, was a threat of a mechanic's lien on the home. Unprofessional, unethical, unacceptable for a company who claims an A+ BBB rating, which was in part a basis of our decision to engage the company for work.

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

  

  Business Response

  Date: 04/21/2023

  I reject ***** ******* response because most of it is lies.  First of all I never met with the *******.  When I went to the house there was only a babysitter there from the previous owners so there was very little communication about the job other than painting the walls before the ******* moved in to their new home.  Christa explained there might be some touch up on the trim which I told her we would do by the hour after the walls were painted.  Our quote is quite clear that the walls will receive two coats which we did complete.  Further, they claim that we showed up on Monday without them knowing which is a lie.  My son informed them on Friday that we would be there Monday morning.  As far as not putting on switch plates our men were told not to because the ******* were getting new ones.  They also told our men not to remove the floor covering because they had movers coming.  I have completed 41 million dollars of painting in Charleston and this is the first complaint I have ever received, and much of the complaint is blatant lies.  They still owe me $750 for painting their walls with two coats as our estimate clearly states.  I am done going back and forth with these people.  If we don't receive payment we will definitely place a lien on their house.