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:06/24/2024

  Type:Product 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 contracted w CertaPro to paint and to rehab columns and paint exterior of house. Before signing off, there were issues addressed on the widows walk that was a mess, or areas appeared to be passable until the next week. The paint was peeling off and the wood filler was insufficient. The columns ended up w paint bubbling up and filling coming out. It was worse than before they were painted. I called and the project mgr came out. “It’s moisture in the wood” not our problem” Moisture was not the problem and moisture readings are recorded on the columns for evidence. Moisture would have to be an issue on the metal pedestal too, if that were the case. Please have someone come and see what a mess I’m in. This has been over a year, but they sent ****, the project mgr, several times - the same guy that believes it’s moisture. The most recent visit was this year 2024, still claims it’s moisture in the wood not the “paint or poor job”. They issued a new contract for redoing a portion of columns for $7,000 and no responsibly nor guarantee of work. This was ridiculous for a portion of work for $7,000 only half way up the columns. Yes, I did and do have extenuating reasons for taking over a year. Please consider coming by to see this job. A look would be worth a thousand pictures. Thanks

  

  Business Response

  Date: 06/28/2024

  We disagree with this assessment of the project completed in 2020, particularly regarding the columns.  These columns were showing signs of rot due to moisture, and we were contracted to help with the appearance of the columns.  Unfortunately, while not apparent through a visual inspection, these columns contained a high level of moisture.  This revealed itself after the project was complete when we began to have adhesion issues where the repairs were made.  Upon further inspection, we uncovered the excessive moisture content of the columns.  The results of the moisture test were shown to the homeowner.  These moisture tests were completed and results shown to the homeowner multiple times in the following weeks.  The homeowner was in full agreement, at the time, the moisture content was elevated and was the cause of the failing repairs and paint.  The moisture content remained high for the duration and was also verified by a representative from Sherwin-Williams.  While we and Sherwin-Williams cannot warranty the performance of our coatings due to the continued high moisture content of a substrate, we offered to repair the columns again with a moisture resistant filler as a customer service once the moisture content issue had been resolved.  This plan was made in full agreement with the homeowner.  Multiple attempts were made to schedule a return once the moisture content, while still high was within the specs for the new filler, was manageable.  The last attempt at contact to perform the customer service was made in June of 2022 with no response until very recently, and the previous moisture issues and attempts at repair were disregarded.  The homeowner called earlier this year wanting someone to come look at the columns.  Because of the extended period of time from when the project was completed and the last contact from the homeowner we declined at this time to provide a free customer service.  The homeowner understood and requested an estimate for the repair and painting.  The homeowner requested a much higher level of finish and with a much more expensive wood filler than was previously quoted in 2020.  There are 4 very large columns and 2 half columns against the house.  The quote included repairs to all 6 and painting the entirety of the approximately 20 ft columns.

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 hired Certa Pro based on your rating to stain two decks and paint a bedroom wall. We were told the stain that they put down would last at least two years. One year later it looks like it was never touched. We spent close to $3000 cash on the project. My husband contacted them to make it right. A manager came out and said there was nothing they could do. My husband asked if they could at least provide the stain and my husband would redo it. The answer was no. I will never use or recommend them to anyone. I plan to post my complaint on Nextdoor for all my neighbors in Farragut and Avalon to see if this is not resolved.

  Customer Answer

  Date: 08/21/2023

  I have been contacted by CertaPro and we have reached a decision to resolve the matter.  I would like to have my complaint removed from your website. 
  Thanks

• Initial Complaint

  Date:07/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  They sub out their work and don’t stand behind their service. Sales Rep **** shows up, walks your house and discusses job, who supplies paint, etc. Told me we had enough ceiling paint. 7:30pm first day of painting the SUBS inform me they are out of ceiling paint. We scramble to get more so they can restart at 8am the next morning. Next day, they paint ceilings. Paint smells like rotten eggs. I get shrugs and told that’s normal. Job gets finished, few days later I notice areas that were missed and stripes on ceiling. Supervisor comes out, AGREES with us, says they will repaint for NO CHARGE and smelled the leftover paint, confirmed it was rancid paint and to buy Sherwin Williams. $400 worth of paint, we get house prepped, supervisor and SUBS show up. SUBS start complaining. They go outside for 20 minutes, return and tell me they now have to charge me to repaint ceilings. It isn’t their fault. Reread above WHO told us to begin with we had enough paint. Certa Pro. Who told us there would be no charge? Certa Pro. Who in the end dictated the outcome? The SUBS. Obviously, the subs run the company and they will not stand behind their work. WARRANTY was never mentioned. AGAIN, **** told me we had enough paint. Meagan the supervisor told us there would be NO CHARGE and to buy NEW paint for the subs to repaint ceilings. They do below par work and use a bogus “warranty” to cover their sloppy work!!

  

  Business Response

  Date: 07/12/2023

  We are working with Ms. ******* in person to resolve this issue. We are confident we can find a solution to resolve any concerns. Sincerely, CertaPro Painters of East TN

  Customer Answer

  Date: 07/12/2023

  
  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.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:07/06/2022

  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.

  Contract starts cabinet doors Will be painted off site at warehouse My screen porch furniture was moved to outside carport. Screen porch wrapped in plastic and doors painted lying on ladders. Doors installed and warped. CertaPro management says doors were damaged before they were painted. I was not informed about this and they took payment in full without informing me that there could be a problem. said no action will be taken to correct claims being made. have pictures before and after. said if where painted was the problem it would be more than two and it is more.

  

  Business Response

  Date: 07/18/2022

  Business Response /* (1000, 5, 2022/07/07) */ The doors were painted on-site instead of back at our shop. However, we were given permission to paint them on-site. The location was approved as well and was properly set up to perform the work. The location was not the cause of any warping as these are older, hand-built cabinets and doors, and we have a photograph taken before the work started showing several doors that have at least some degree of warping. There were 2 doors of particular concern to the client. The photo taken prior to the work having started shows very clearly warping on one of those doors. Photos taken after the work show the warping did not change. The angle of the photo does not provide a clear look at the side of the other door in question. The pre-existing gaps caused by warping are simply more noticeable now due to the change from a medium-dark stained cabinet to a white painted cabinet. As a customer service, we attempted to help improve the pre-existing warping by taking the 2 doors off-site in an attempt to reshape them. Unfortunately, this did not improve it. Additionally, the client signed off on the contract signifying the work was both satisfactory and complete. All evaluation by CertaPro of the current condition of the doors and all efforts to improve the warping was done after payment was made and involved multiple visits to the house. Ultimately, we cannot accept responsibility for warping present prior to the work having begun. Consumer Response /* (3000, 7, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I WAS NOT ASK FOR PERMISSION TO DO DOORS ON SITE BECAUSE I MOVED TO A MOTEL AND STAYED UNTIL JOB WAS FINISHED. I ONLY CAME HOME IN THE AFTERNOONS AND ONE DAY I CAME IN WITH FURNITURE MOVED AND PORCH WRAPPED IN PLASTIC. "I DID NOT GIVE PERMISSION. AS FOR ME SIGNING OFF ON THE JOB THE TWO DOORS WERE KEPT FOR OVER 6 DAYS . WHEN RODREG CAME TO DOOR I ASK WHERE WAS HARRY HE SAID CAN'T COME. I WENT TO MY OFFICE BEDROOM BECAUSE WAS WORKING ON SOMETHING. WHEN I CAME OUT THEY WERE GONE WITH A NOTE STATING "DO NOT CLOSE DOORS FOR 2 HOURS BECAUSE NOT DRY" DO NOT KNOW WHY NOT DRY AFTER ALL THAT TIME. I DID NOT SIGN RELEASE NOR HAVE I. Business Response /* (4000, 9, 2022/07/11) */ Unfortunately, we disagree on whether permission to paint the cabinets on site was granted. We painted on site because we were allowed to. In regards to when the doors were returned. We did have them for several days trying to help the old warping. The methods used to try and straighten a door do take time. The 2 doors also had to be repainted, as the paint was damaged trying to fix them. This was finished the day before we returned to reinstall. The note meant that when they were rehung, the painter felt the paint was still a little too soft, and he wanted to give them a little additional time to set up. ***** also returned after the doors were rehung to evaluate and see if there was anything else that could be done regarding the fit against the boxes. As per our previous response, this additional effort was all after we received our sign-off from the client signifying completion and payment was made. We believe our efforts went above and beyond what was required by our contract to help the issue with the doors, as all of this was done to correct warping that was present in the doors prior to us having even started the work.

• Initial Complaint

  Date:06/10/2022

  Type:Product 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.

  Back in May 2021. came out to review a job. He prepared & sent an estimate of... $4370. (pic attached) In Feb of 2022, we started noticing the paint wearing & disappearing on both Decks, stairs & back porch especially. (pics attached). We left a messages but did not hear from anyone. Because it was wintertime, we lost track of No return call. Finally, in April 2022, Andy Barton came out to investigate. He made up all kinds of excuses of why paint was lifting. Not Certapro problems. He gave, unacceptable answers like, water got under paint, it wears away because of the type of poor wood? At the time of Sale, the wood was supposedly fine! No mention about FLAT surfaces, not holding paint? We know, that the paint that CertaPro uses, is from the company they partner with, Sherwin Williams. Supposedly, well known, reputable company. (Not from what we are looking at). Supposedly, 2 coats were applied. How would anyone know?. Also Primer applied? How would anyone know? Professionals? How would anyone know? With all that said, the only traffic on any of the surfaces, are 2 old people. Not a family with kids, nor parties going on. (This is all during Covid). , proceeds to tell us, "you can make a Maintenance call", but, we will charge you!" Huh? What !? It was less than 9 months, when things were noticed. It's NOT going to get better. If flat surfaces are a problem, or the paint doesn't stick due to water, why should we have it painted at all?? Isn't the whole purpose of painting to look new? Why was our money wasted in the first place? Even the railings, have a Flat surface ! We want a Refund of $2700. Since the estimate (attached), did not give, appropriate breakdowns, we will pay for the staining, some of the railings, but, not for any of the Flat surfaces. We can be reached between 9 and 5 EST to be given the estimated date of REFUND. I will have a copy of this ready, for the Attorney General.

  

  Business Response

  Date: 07/06/2022

  Business Response /* (1000, 5, 2022/06/10) */ Unfortunately decks in east TN can require more and more maintenance, especially as they age. For that reason it is clearly stated on our proposals what is covered and not covered under our workmanship warranty. The first point of reference are horizontal surfaces. Not included are "Repairs to horizontal surfaces or any surface that, by virtue of its design permits moisture to collect". Upon our inspection, it was very clear that the deck stays saturated for extended periods of time. The second point of reference is our warranty is voided when we as the contractor do not supply the material. In this case the homeowners supplied the material which was not from Sherwin Williams. Unfortunately given the information above, we cannot approve the requested warranty claim and a refund will not be processed. Consumer Response /* (3000, 7, 2022/06/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thankyou for quick response. However, we deny your explanation of materials & repairs. had a lengthy conversation about the original paint. We had a leftover paint can, from SW, and he suggested where to go, to match color. Matt said get 10 gals and the stain. There was no discussion about warranty or workmanship, or a word of HORIZONTAL wood surfaces. We had to go to the Faragut store, because Maryville store didn't have color or stain. Primer was supposed to be used & supplied by Certapro. Our deck wasn't as bad then, as it is now. We chose to paint, because we had to replace a few boards the front deck, due to a tree branch going through it. I have pictures of the hole & of the new wood. Our back porch w stairs, is ALL wearing off. Why on earth should anyone paint a deck or stairs then, since ALL decks are horizontal! We didn't have a moisture problem to begin with. Not any more moisture currently, than, what the original wood was exposed to! East TN, NC, or where ever, has weather! That's an absurd statement about maintenance. The Certapro warranty, has been cleverly worded, to protect Certapro. Weather & wood have made alot of money$ for Paint Companies. Seems that, Matt or Andy could have seen a potential problem since they are supposed professionals. Or, even the painters would have alerted us, at the time. I'm guessing they were professionals too. According to the warranty,(which was an afterfact), regardless of who supplies any paint, horizontal surfaces are not covered. What kind of warranty is that?