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:11/30/2022

  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.

  ******************** hired Reality Painting to do a specific job for it at Lineage at ************************************************************************************************. There were some initial issues that we believed were resolved and Reality provided a two year warranty for the work, although it normally only provides a one year warranty.The work wasn't performed properly so the paint was chipping and flaking. A request was made to Reality to fix the issue, within the two year warranty period and Reality refused to honor the warranty. When another company was hired to fix the work, *** found out that the original work wasn't done in accordance with the agreement as Reality didn't prime the surface before painting. ******************** hired another contractor to fix the work at a cost of $25,485.

  Business Response

  Date: 01/12/2023

  We (Reality Painting) performed a painting job for ******************** (NAS) at ******, **********.  Before the paint job was started, we negotiated by email with representative at NAS about the fact that another company had already done the Preparation Work, which involves extremely critical work such as pressure washing and other treatments of the surface area to be painted, to avoid failure of the paint such as chipping and flaking.  The negotiations also involved talking with ******************************* the paint provider, who also stated that their guarantee would be nullified because preparation work had already been done by another company.  Reality Painting offered to re-do the preparation work because we noticed it was not correctly done, *** responded that their company needed to avoid additional cost, that we should go ahead with the paint job even after the other company did not perform well on their preparation work.  We primed the wall before the paint was applied and we have the facts to prove so, any failure of the paint was directly caused by NAS use of a different company for preparation work because it was not correctly done, this fact alone nullifies our guarantee, and that of ******************************* as stated by them.
      We made an offer to NAS to remedy the situation through a reduced per-hour rate, contrary to NAS statement that Reality refused, *** replied We appreciate your offer to work with us at the $35. an hour per employee rate as we would much rather work through this with you directly versus seeking legal action.  
      Reality Painting responded to NAS in a responsible and good faith manner from the beginning, by informing NAS that the preparation work should be done again because it was not done correctly.  Reality Painting continued to act responsibly and in good faith by offering remedy through a reduced rate.  *** decided to hire a different company to fix the work, even after stating we would much rather work through this with you Reality Painting does not agree that When another company was hired to fix the work, *** found out that the original work wasnt done in accordance with the agreement as Reality didnt prime the surface before painting, as we did prime the surface before painting.  Notice that the Invoice by ****************************** does not have a signature.  Notice also that NAS could have chosen to place responsibility on the company who failed on the preparation work.
      We respectfully submit the response to this complaint in a responsible and in good faith manner.
  Sincerely, Reality Painting. 

  One Year Warranty:
  Reality Painting LLC warrants labor and materials for a period of one (1) year. If paint failure appears, we will supply labor and materials to correct the condition without cost. This warranty is in line of all other warranties expressed or implied. Our responsibility is limited to correcting the condition as indicated above.
  This warranty excludes, and in no event will Reality Painting LLC be responsible for consequential or incidental damages caused by accident or abuse, temperature changes, settlement or moisture, i.e., cracks caused by expansion and/or contraction. Cracks will be properly prepared as indicated at time of job, but will not be covered under this warranty.