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Certa Pro Painters of Waukesha County

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Reviews Certa Pro Painters of Waukesha County

Certa Pro Painters of Waukesha County Reviews (17)

We appreciate the customer reaching outThere were some mistakes on the project that we believed were taken care ofWe apologize because our office should have followed up to confirm that the work was done correctly and we did notOur [redacted] attempted to contacted the customer yesterday and they were able to speak on the phone this morning [redacted] will be going to meet with the customer and look at the project next week Our goal is to take a look at the project and work with the customer to create a punchlist with a reasonable solution and then schedule the time to come in and deliver on those promisesWe will be sending a different crewWe apologize for the experience the customer has had with our company and truly hope we will be able to get things taken care of properly

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Consumer advised that they are dissatisfied with the company's responses Regards, [redacted] And [redacted] ***

We have returned the customers deposit via mail and find it best in everyone's interest to not complete the workI have been painting for years and I am fully aware that some customer are easy going and some customers have higher expectationsSome jobs are easier and some jobs are more challengingSome projects we have more experience than anyone out there and other projects are new experiences for us to learn from You take a customer with high expectations, on a challenging project with a new product that we have very limited knowledge about and you are just asking for a disasterNobody wants thatThe customer may not see it yet, but we are saving him future head ache Again, we are truly sorry that we will not be able to help the customer and that it took so long to come to that conclusion [redacted] CertaPro Painters of Waukesha County

We do apologize to the customerThis particular situation of turning down a job is a very rare occurrenceI think we have been in this situation less than times in my years in the industryI am writing the response since I am one of [redacted] ***s and because the Revdex.com account is attached to my emailI have spent the majority of the morning on the phone and via email with our Sales Rep, Production managers, one of the crews previously assigned to the project and my [redacted] Since the point months ago when the job was landed I have been in the loop, but I just wanted to confirm some final details prior to responding Painting metal roofs is something that CertaPro Painters of Waukesha County has limited experience with, but that statement can be made about almost every painting business in the areaThere are not too many metal roofs that need painting in the area, most of the products available are "hit and miss" on longevity, and often it is not too much more money just to replace the roofEven though we have painted nearly 10,projects in Waukesha County over the past years, I think there has only been about 8-that have been metal roofsThere is no specific standard on product or applicationI do believe our Sales rep, [redacted] did not have the experience to properly set the right expectations, quote the right paint system, or give an appropriate price for the project The goal in business is to make money, but this particular situation is not about the money as much as it is about our ability to meet the customer's expectationsErrors are made when quoting paint jobs from time to timeFact is, it is called "Estimating"We don't turn work down just because it was estimated poorlyWe understand you win on some jobs and lose on others and the goal is to win far more times than you loseThis mentality has be a driving factor in our growth and success year after year We can not meet the customer's expectationsWe have sent out our top residential team leader and our top commercial team leader The have both looked at the project and met with the customerNeither of them are comfortable doing the projectWe offered them the full price of the job and they both still refusedIt wasn't about the money for them eitherIn both cased they did not feel that their finished results would meet the customers expectationsThe thickness that he is expecting is very hard to accomplish on a metal, angled surfaceBeyond the fact that it is a roof and there are height factors, when you throw in applying very thick coats while allowing the dry time that he wants, then factoring the sun, temperatures, and moisture, there is just too much that could potentially go wrongBased on all of that, the risk is not worth the money, assuming the customer even paid at the end We take full ownership for the time delay in making this decision and the lack of communication during this timeThere was so much rain in June that we spent most of July playing catch upWhen the job was handed back from [redacted] it did take some time to decide where to go, since [redacted] had never handed a job back in years [redacted] offer to take the job, but at some point decided he could no longer do the jobI don't know his specific reason for changing his mind, but it was after he had met with the customer and learned more about the products and the what the customer was looking forWe should have been more open with the customer as to what was going on behind the scenes, but I do believe my staff was trying to figure out if there was a way we could still complete the projectAt the end of the day, or months in this case, there was no solution that made sense for both CertaPro Painters and the customerThe right thing to do was to apologize and let the customer know that we will not be able to do the project and to return the deposit As for the customer, I would hope that they can see the long term benefit of this decisionWe are stating that we don't think we can meet his expectations and feel it is in his best interest to find a company that canWhy would he want to use us at this point? I'm sure he has lost trust and confidence in us as wellWe haven't met his needs or given him a reason to trust that we will do a good enough job to do the job to the level he is expectingWhy would he want to proceed any further? I would think he would be grateful to get his deposit back, and use this as a great learning experience to make sure that the right painting contractor has the right specs and expectations before a price is givenIn the long run the customer needs someone that he can trust to do the job the way that will make him happy Again, our sincerest apologies [redacted] ###-###-#### office

As already stated, communication did break downWe have apologized and are working to create better systems to accommodate as many of our customers as possible in the future*** was at the house yesterday to start the project*** was in our office this morning for a team meeting and stated that he will be completing the project today
We understand that the trust with our company has been brokenNo apology can bring this backWe ask that the crew is given the time to complete the project today and that the project is paid forThe customers voice has been heard, conversations have been had in the office, and new systems are being created to try and minimize this kind of issue in the future
*** ***

I have read the complaint and have done my best yesterday and today to completely understand the full situationOverall, there were communication errors madeThese were intensified by weather delays and needing to change crews during the process (the first crew's job site supervisor took a
different job after the job was handed out)Beyond any communication made over the phone, there were additional emails sent to the customer to help communicate our scheduleI believe these were misread by the customer which also intensified the "lack of communication.
6/- Customer received and email from the sale's rep stating that we were booking for the end of July and into AugustShe stated in her complaint that she was told the beginning of JulyI'm not doubting that *** may have given the impression that he would try to move them up in the schedule, but the fact is, she did receive and email prior to booking that stated we were booking for the end of July
6/- Customer received an email from our production associate stating "I assigned your job jacket to a Job Site Supervisor (***) and the crew is tentatively scheduled to begin your project in 1-weeks, weather permitting." Not the "my job should start in the next week" that she claimed in the complaintAlso, the following day 6/a company wide email went out to all landed jobs and jobs in progress explaining that we were delayed in our schedule due to all of the rain in JuneThe customer did acknowledge that she understood the excessive amount of rain in June when speaking with our production associate yesterday
As of today, the customer had opened the email explaining the delays times, times yesterday aloneThe email was a constant contact letter that tracks when the customer opens it
7/- We thought everything was under control the ***, *** was given the customer's information and did follow our communication process by calling the number listed on the job jacket asking for permission to come and wash the homeHe did leave a voice messageUnfortunately the information that the customer was going to be on vacation and that we needed to call their cell phone number, or the actual cell phone number was never passed on the the office or to ***This was an error by one of the owners, ***The job site supervisor did follow what was expected of him
Mrs*** was on the phone yelling at my production associate yesterdayI was in the office next to him and felt that he handled himself very professional considering the amount of yellingThe home was washed on Monday and the customers were informed by the job site supervisor that he needed time to finish the job he was at, but would be back later this week*** also spoke to the husband yesterday and told him that he was planning on being at their home mid day todayOur production associate spoke with *** this morning and they are on schedule to finish the job they are at and are planning on getting to ***'s some time after 11:00AM
Everyone in our company has apologized repeatedly and we have focus a more than reasonable amount of time and effort to get the project completedThese communication errors are not practice in our businessHaving said that, we do appreciate the feedback and are currently working on a better system for communicating with our 1000+ residential customers per yearThe job should be done by tomorrow at the latest.
*** ***
CertaPro Painters of Waukesha County

We appreciate the customer reaching out. There were some mistakes on the project that we believed were taken care of. We apologize because our office should have followed up to confirm that the work was done correctly and we did not. Our [redacted] attempted to contacted the customer...

yesterday and they were able to speak on the phone this morning. [redacted] will be going to meet with the customer and look at the project next week.  Our goal is to take a look at the project and work with the customer to create a punchlist with a reasonable solution and then schedule the time to come in and deliver on those promises. We will be sending a different crew. We apologize for the experience the customer has had with our company and truly hope we will be able to get things taken care of properly.

We do apologize to the customer. This particular situation of turning down a job is a very rare occurrence. I think we have been in this situation less than 5 times in my 18 years in the industry. I am writing the response since I am one of [redacted]s and because the Revdex.com account is attached to my...

email. I have spent the majority of the morning on the phone and via email with our Sales Rep, Production managers, one of the crews previously assigned to the project and my [redacted]. Since the point months ago when the job was landed I have been in the loop, but I just wanted to confirm some final details prior to responding.
 
Painting metal roofs is something that CertaPro Painters of Waukesha County has limited experience with, but that statement can be made about almost every painting business in the area. There are not too many metal roofs that need painting in the area, most of the products available are "hit and miss" on longevity, and often it is not too much more money just to replace the roof. Even though we have painted nearly 10,000 projects in Waukesha County over the past 13 years, I think there has only been about 8-10 that have been metal roofs. There is no specific standard on product or application. I do believe our Sales rep, [redacted] did not have the experience to properly set the right expectations, quote the right paint system, or give an appropriate price for the project. 
 
The goal in business is to make money, but this particular situation is not about the money as much as it is about our ability to meet the customer's expectations. Errors are made when quoting paint jobs from time to time. Fact is, it is called "Estimating". We don't turn work down just because it was estimated poorly. We understand you win on some jobs and lose on others and the goal is to win far more times than you lose. This mentality has be a driving factor in our growth and success year after year.
 
We can not meet the customer's expectations. We have sent out our top residential team leader and our top commercial team leader.  The have both looked at the project and met with the customer. Neither of them are comfortable doing the project. We offered them the full price of the job and they both still refused. It wasn't about the money for them either. In both cased they did not feel that their finished results would meet the customers expectations. The thickness that he is expecting is very hard to accomplish on a metal, angled surface. Beyond the fact that it is a roof and there are height factors, when you throw in applying 3 very thick coats while allowing the dry time that he wants, then factoring the sun, temperatures, and moisture, there is just too much that could potentially go wrong. Based on all of that, the risk is not worth the money, assuming the customer even paid at the end.
 
We take full ownership for the time delay in making this decision and the lack of communication during this time. There was so much rain in June that we spent most of July playing catch up. When the job was handed back from [redacted] it did take some time to decide where to go, since [redacted] had never handed a job back in 5 years. [redacted] offer to take the job, but at some point decided he could no longer do the job. I don't know his specific reason for changing his mind, but it was after he had met with the customer and learned more about the products and the what the customer was looking for. We should have been more open with the customer as to what was going on behind the scenes, but I do believe my staff was trying to figure out if there was a way we could still complete the project. At the end of the day, or months in this case, there was no solution that made sense for both CertaPro Painters and the customer. The right thing to do was to apologize and let the customer know that we will not be able to do the project and to return the deposit.
 
As for the customer, I would hope that they can see the long term benefit of this decision. We are stating that we don't think we can meet his expectations and feel it is in his best interest to find a company that can. Why would he want to use us at this point? I'm sure he has lost trust and confidence in us as well. We haven't met his needs or given him a reason to trust that we will do a good enough job to do the job to the level he is expecting. Why would he want to proceed any further? I would think he would be grateful to get his deposit back, and use this as a great learning experience to make sure that the right painting contractor has the right specs and expectations before a price is given. In the long run the customer needs someone that he can trust to do the job the way that will make him happy.
 
Again, our sincerest apologies.
 
[redacted]
[redacted]
###-###-#### office

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Consumer advised that they are dissatisfied with the company's responses.
Regards,
[redacted] And [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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.]
Regards,
[redacted]
 
I spoke with [redacted] prior to signing my contract the night before 6/6.  He assured me this should be done by the beginning of July.  (Weather permitting). I fully understand it has been a wet summer and jobs are behind.  The email states your job should be started in the next week.  Leaving the customer to believe that is the plan.  A simple phone call stating we are really behind we will be in touch in the next week to inform you where we are with regards to your project  would have been appreciated and this whole situation would have been avoided.  
I will admit that yesterday's discussion got heated.  I would disagree with [redacted]'s opinion that [redacted] conducted himself in a professional way.  His tone was condescending and rude.  However, mine was not much better.  The facts are this.  7/18 [redacted] called and said the house would be power washed Friday or Monday. He had spoke to us via phone ####-###-####. The night of 7/17 [redacted] left a message to power wash our house on 7/18 via the house phone ###-###-####. He stated that if he did not hear from us he would assume that did not work. My husband questioned [redacted] about this and [redacted] stated us not returning the message had nothing to do with the house not being power washed.  [redacted] did come 7/21.  He spoke with [redacted] the afternoon of 7/21 and stated that he would be back Weds morning to replace the boards and start painting.  [redacted] called [redacted] at 8 am 7/23 to say he would not be coming.  My husband then tried to contact [redacted] ( who is out of the office). I do have a text from [redacted] stating that [redacted] started an inside job on 7/22 and did not complete the job that day. Due to either it taking longer than expected or the customer added on to the job.  He stated he was not sure why [redacted] did not contact us the night of 7/22 to inform us of this change.  I am more than happy to produce said text.  So [redacted]'s claim that the plan was for [redacted] to start painting at the end of the week is untrue.  [redacted] also informed me yesterday,(to quote him exactly)" my job did not get done last week because we were I reachable.  That [redacted] had tried to come last week to wash the house and couldn't reach us.  
 
So I now have 2 instances where ownership has been caught lying.  It is evident these guys don't communicate with each other.  For they never give the same story.  
The change in story has led to my frustration and led to the confrontation yesterday with [redacted].  I changed my children's schedule around to accommodate this project. Cancelling violin lessons and changing carpool around to be available yesterday.  I felt it was important to be here to discuss which board needed to be replaced so we were all on the same page. 
If Certa Pro had kept us in the loop as to where our job stood this all would have been prevented.  If they had acknowledged faults on there part and acknowledged the changing of my schedule yesterday instead of the snotty response of well you were Unreachable last week and that is why this job had not been completed. The conversation would have gone differently. 
I do also have to question why [redacted] did not step in to assist [redacted] if he witnessed and heard this confrontation.  I would think as an owner you would want to talk to your customer and come up with a resolution.
[redacted] has stated they have apologized multiple times.  The apology is a bunch of words.  It is always followed with a bunch of excuses.  They have yet to take any ownership for any of this.  I feel that consumers need to know this company is full of excuses and not much action.

We have returned the customers
deposit via mail and find it best in everyone's interest to not complete the
work. I have been painting for 18 years and I am fully aware that some customer
are easy going and some customers have higher expectations. Some jobs are easier
and some jobs are more challenging. Some projects we have more experience than
anyone out there and other projects are new experiences for us to learn from.
You take a customer with high expectations, on a challenging project with a new
product that we have very limited knowledge about and you are just asking for a
disaster. Nobody wants that. The customer may not see it yet, but we are saving
him future head ache.
Again, we are truly sorry that we will not be able to help the customer and that it took so long to come to that conclusion.
[redacted]
CertaPro Painters of Waukesha County

Review: On 5/27 [redacted] came to house to give quote to paint exterior of house. E-mailed me contract to address [redacted]. Contract was followed up with a follow-up email on June 5th telling me that if I did not sign contract soon they could not complete job by beginning of July. Signed contact and summited check for $358.00. Check was cashed week of 6/16/14. Was told by [redacted] post contract signature I would hear from job supervisor when the job would be started. On Sunday June 22nd my Husband [redacted] called [redacted] to find out when we should hear from our supervisor, since that had cashed our check. He first stated the end of July, my husband informed him that, that was not what he stated prior to taking our money. [redacted] then stated he had the wrong job and he needed to look at our file and get back to us. [redacted] called ###-###-#### on 6/23 and stated that I would be hearing from supervisor in the next few days. I received an email from Certa Pro telling me that my job should start in the next week. (No one ever called to tell me differently) After the job not being started in a week and still not contact from our painting supervisor we called [redacted] back on July 7th. My husband informed him that he was very disappointed in the lack of communication thus far. [redacted] stated "this is not how I wanted to spend my Monday morning" He proceeded to state that due to rain that they were running behind and that our job was the next one to be started . My husband asked for his boss number. [redacted] texted my husband [redacted] his bosses [redacted] number. On July 10th. [redacted] contacted [redacted]'s office and was informed that [redacted] was out of the office on the 10th he asked his assistant to have [redacted] call him back first thing on the 7/11. We heard from [redacted] on Tuesday July 15th. He called my husband [redacted] cell phone ####-###-#### [redacted] apologized for the lack of communication and stated it would be better from this point forward. He stated to [redacted] that the original crew was busy and he was changing crews to get our job done as quick as possible. He would be in touch with an update. On July 18th [redacted]n contacted [redacted] at ###-###-#### (cell phone number called while on vacation). He stated that he was sorry it had taken a few days. He was trying to get in touch with [redacted] but he did not have the right number to reach him at. (Something about [redacted] changing cell phone #'s). [redacted] stated to [redacted] that [redacted] would be power washing the house late Friday (7/18) or possibly Monday. ([redacted] was finishing up a job). On arrival home from vacation (7/19) we received the message left on 7/17.The message was left on the home phone ####-###-#### Thursday 7/17, from [redacted] asking if he could come power wash the house on 7/18. He stated that if he did not hear from us he would assume that this did not work for us. My husband contacted [redacted] Saturday 7/19 and asked him if the reason the house was not power washed on Friday was due to the fact that we did not respond to the message. He also communicated to [redacted] that he questioned why [redacted] was calling our home number and not my husbands cell. As it was communicated to [redacted] we were on vacation and not at the home number. [redacted] had been communicating with us via the cell since 7/15. [redacted] assured us that was not the reason, in fact he stated to us that he had already told us that the power washing might not take place until Monday. 7/21 [redacted] came and power washed house. He spoke with [redacted] via the ###-###-#### number, telling him that he would be back 7/23 am to replace boards and start painting. [redacted] contacted [redacted] at 8am on 7/23 stating that he did not finish his job 7/22 and he would not be starting our job today. I tried to contact [redacted] at his office of ###-###-####. He was out today so I spoke with [redacted] informed me that [redacted] our original painting supervisor was let go last week and he left with our information. He also stated that [redacted] could not power wash our house 7/19 because we did not respond to his voicemail. He made it clear that Certa Pro is not respond nor at fault for the fact that they have not fu-filled the contract nor have they lived up to there verbal commitments as well. Certa-Pro has changed the store multiple times as to why the job, has not been completed. At this point I feel I have no other option but to report there behavior to the Revdex.com

Business

Response:

I have read the complaint and have done my best yesterday and today to completely understand the full situation. Overall, there were communication errors made. These were intensified by weather delays and needing to change crews during the process (the first crew's job site supervisor took a different job after the job was handed out). Beyond any communication made over the phone, there were 3 additional emails sent to the customer to help communicate our schedule. I believe these were misread by the customer which also intensified the "lack of communication.

6/5 - Customer received and email from the sale's rep stating that we were booking for the end of July and into August. She stated in her complaint that she was told the beginning of July. I'm not doubting that [redacted] may have given the impression that he would try to move them up in the schedule, but the fact is, she did receive and email prior to booking that stated we were booking for the end of July.

6/24 - Customer received an email from our production associate stating "I assigned your job jacket to a Job Site Supervisor ([redacted]) and the crew is tentatively scheduled to begin your project in 1-2 weeks, weather permitting." Not the "my job should start in the next week" that she claimed in the complaint. Also, the following day 6/25 a company wide email went out to all landed jobs and jobs in progress explaining that we were delayed in our schedule due to all of the rain in June. The customer did acknowledge that she understood the excessive amount of rain in June when speaking with our production associate yesterday.

As of today, the customer had opened the email explaining the delays 6 times, 4 times yesterday alone. The email was a constant contact letter that tracks when the customer opens it.

7/17 - We thought everything was under control the [redacted] was given the customer's information and did follow our communication process by calling the number listed on the job jacket asking for permission to come and wash the home. He did leave a voice message. Unfortunately the information that the customer was going to be on vacation and that we needed to call their cell phone number, or the actual cell phone number was never passed on the the office or to [redacted]. This was an error by one of the owners, [redacted]. The job site supervisor did follow what was expected of him.

Mrs. [redacted] was on the phone yelling at my production associate yesterday. I was in the office next to him and felt that he handled himself very professional considering the amount of yelling. The home was washed on Monday and the customers were informed by the job site supervisor that he needed time to finish the job he was at, but would be back later this week. [redacted] also spoke to the husband yesterday and told him that he was planning on being at their home mid day today. Our production associate spoke with [redacted] this morning and they are on schedule to finish the job they are at and are planning on getting to [redacted]'s some time after 11:00AM.

Review: In May 2015 we made arrangements with Certa Pro Painters/Waukesha to power wash and paint our home. We were called one evening about 6pm that the crew would be at our home that evening to power wash our home as they would be out the next day to paint. When they arrived to power wash I had to give them gas for their power washer. We have a 5bedroom /2 story home it took them about 15 minutes they were done and gone. The next day, 5 individuals showed up, they were not professional painters. When I returned home from work that evening at 6pm, they said they were done. When I asked why the back of the family room wasn't finished they said "it wasn't on their orders". I called our sales rep. [redacted] he informed the crew that yes it was on the orders. Their comment was "they didn't have enough paint and they would return the next day". I paid them the balance owed. Days later, 2 men came back for an hour and another man showed up and worked about 1/2 hour. Still, many area on the house were not covered. I have called Certa Pro numerous times that area are not painted and was told everything will be taken care of, but nothing ever was completed. I expected a professional job by Certa Pro and I certainly did not get it. At this time I certainly would not recommend this company to anyone.Desired Settlement: Finish the job which was promised or Refund my money.

Business

Response:

We appreciate the customer reaching out. There were some mistakes on the project that we believed were taken care of. We apologize because our office should have followed up to confirm that the work was done correctly and we did not. Our [redacted] attempted to contacted the customer yesterday and they were able to speak on the phone this morning. [redacted] will be going to meet with the customer and look at the project next week. Our goal is to take a look at the project and work with the customer to create a punchlist with a reasonable solution and then schedule the time to come in and deliver on those promises. We will be sending a different crew. We apologize for the experience the customer has had with our company and truly hope we will be able to get things taken care of properly.

It is kind of sad that you send a postcard in over a week and half ago asking for a quote and nobody gets back to you. They must not want my business time to move on.

Review: We met with the CertaPro representative ([redacted]) on May 10th, 2014 in regards to quoting on a paint job involving a metal roof on our property. This quote was completed by the sales representative after discussions with [redacted]) of the company and their [redacted] expert in regards to the product and pricing being quoted. We were required to put down $1000 which was deposited by the vendor within a few days. We were told by the sales rep that this was an "easy" job on several occasions that morning. We were told that [redacted] did not want to "lose this job" to another painter. We were told that the goal would be to complete this by the end of May.

This time came and went and after many emails and calls we were assigned a subcontractor. After meeting with this individual ([redacted]) who they called a "supervisor" he acknowledged that he had never painted a metal roof before, but said it would be easy. I let him know that the paint specified in the contract needs to be put down very heavy per the specs and he said “that’s a lot of paint”. I asked that he become familiar with the product prior to doing the job so we can get a quality outcome. He proceeded to come out in June to pressure wash the roof. When I came home from work I inspected the job only to find that it appeared to not have been done with significant bird droppings all over the roof. Please note that a paint job is only as good as the prep before the paint is applied. I called and questioned this Supervisor and he said that he worked on it for two hours. After checking my security system it had shown that he came and went in less than one hour. I called and emailed to complain about this poor workmanship and the sales rep stated that they would assign their "commercial painter".

We met with this commercial painter on July 5th. This individual ([redacted]) went on the roof with me and said that this would be an "easy" job and take 4 (half days) to complete. I let him know that the paint specified in the contract needs to be put down very heavy per the specs and he said that he has the right equipment and it would be an easy job. I gave him a copy of the specs required for proper application of the paint specified. He said that he would try to get this done in the 3rd week of July. I asked for references.

This time came and went. I had been calling the sales rep and painter regularly with no response. It definitely was feeling like we were intentionally being ignored for some reason. When the sales rep did call me back after sending an email, he stated that he did not calculate the job correctly. I asked if that was why I was being ignored, and he said no, and they would see about getting the job done. I had asked [redacted] to get with me and be assigned someone to coordinate the work. After several more calls we were definitely being ignored. My wife called from another phone number, and the sales rep picked up. After some hesitation, he stated that [redacted] would be in contact with me.

I was finally called by [redacted], who said that they would try to do the job the week of Sept 8th. He said that it would take 3 days, one to pressure wash, one to prime, and the final for the two top coats at 8 mils thick total. I let him know that the top coats need to be 24 hours apart, but apparently even after 3 months no one by myself even read the manufacturer application specs. I also let him know that the paint needs to be applied thicker than 8 mils. (The actual specs are 16 mils wet for the grey coat, and 24 mils wet for the final top coat). I agreed to send the specs to [redacted]) which I did. My concern all along was that the paint would not be applied to the required thicknesses which would cause premature failure, which will definitely happen with this product if not applied properly.

After reviewing my emails and specs [redacted] emailed me back and said that they cannot meet the specs as it would cost too much. I replied that the contract is very clear in exactly what product they would apply and how many coats. Compliance to manufacture specification is a requirement of the product being sold as I had confirmed in prior calls to the manufacturer.

I emailed back stating that my expectation would be for them to honor the contract, and it is not my problem that they will not make enough money on this job. This company sold us from day one on complete customer satisfaction. This has dragged on for over 3 months and the summer painting season is almost over. I stated that they are the professional painter here and not knowing what they were doing is not an excuse to not perform the legal and binding contract. We continue to be ignored here.

I would like to attach or email you copies of the contract, specs, and emails strings.Desired Settlement: We are requesting that they complete the job as quoted, and per the manufacturer specifications within the month of September. The contract is quite clear and backing out because they can't make enough money should not be an option after wasting all of our time, the complete summer.

Business

Response:

We do apologize to the customer. This particular situation of turning down a job is a very rare occurrence. I think we have been in this situation less than 5 times in my 18 years in the industry. I am writing the response since I am one of [redacted]s and because the Revdex.com account is attached to my email. I have spent the majority of the morning on the phone and via email with our Sales Rep, Production managers, one of the crews previously assigned to the project and my [redacted]. Since the point months ago when the job was landed I have been in the loop, but I just wanted to confirm some final details prior to responding.

I was shocked at initial estimate; BUT they did a very professional looking and thorough job. There were no spills to clean up and deck railing was covered completely, even areas not readily visible that should be covered. Since this was outside work , weather did delay some once they started but they continued when possible.

Awe have used Certa-Pro for both exterior and interior painting, all within the last year. We have been extremely satisfied with the work quality and their high standards for excellent service.

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Description: Painting Contractors, Wallpaper Removing, Pressure Washing, Painters - Commercial or Residential, Painting and Wall Covering Contractors (NAICS: 238320)

Address: 300 Travis Ln Ste 18, Waukesha, Wisconsin, United States, 53189-7938

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