CertaPro Painters of Cincinnati and Northern Kentucky

Hello Mrs [redacted] I understand that the third party lab results indicated that there are available new shingles that will match the color of your shingle You communicated to us you were still not satisfied so we suggested that you have your roofer contact the insurance adjuster, which you did.We reached out to the Insurance adjuster and he has indicated to us that he talked with your roofer The adjuster had no issues adding more material to the job, but because of the third party lab findings, he does not feel it is necessary to replace the entire roof.Your roofer indicated that there may be some written language from the shingle manufacturer regarding matching shingles The adjuster asked your roofer to send the language from the shingle manufacturer regarding shingle matching to him so that he can present it to the Insurance company The adjuster has not yet heard back from the roofer (although he may have by now -- we need to check) If you could follow up with your roofer to make sure he sent the manufacturers language regarding matching shingles.Thank you

We do not accept the previous option I will be adding additional information shortly, as the professionals examining our damage will be soon giving us more explanation why this is not a realistic option Thank you

Hello [redacted] We gave Ms [redacted] an extra $off and final touch ups She was fine with the touch ups and additional discount and paid us the remaining balance in person So in my mind this is resolvedThanks Regis

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 When the appointment was made for Memorial Day, we questioned whether the estimator would in fact be working on the holiday The response was in the affirmative, so we accepted the appointment and received an email confirming the appointment date and time If the business did not intend to work on the date in question, neither setting the appointment nor confirming it via email should have happened Regards, [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] Dear Revdex.com, thank you for your involvement in trying to resolve this complaint There are comments in the companies response that are not true I will proceed in a different directionThank you

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]

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] The statement submitted by the company is not accurate and does not reflect the language of the contract When the job was complete the only contact I had with the Company was a voicemail two days after the job was complete asking for payment The company is trying to say that I was non cooperative Was anyone there when the job was completed? Did anyone call me after the job was complete? Did I not indicate daily that I was not satisfied with the painting? What did I sign that indicated that I was satisfied with the job? The company has an obligation My position is that they did not fulfill that obligation I will take the the $and have the job repainted

We apologize for the experience this customer had We do not spray paint liresidences nor due we recommend it The sales people should have communicated that to Mr*** For his troubles we will provide him a $gift certificate. Regards*** ***

Dear Ms***, I am disappointed
you did not have the same favorable experience as your brother. I know we got off on the wrong foot with the
Painter not showing up as promised on Saturday, but rather getting started on
Monday
I am, however, surprised at some of
your comments.
We have worked very hard
to make you happy and were very responsive to your calls addressing your concerns. Our Production Manager, Matt, came to your
job on multiple occasions monitoring the progress of Mario, our SupervisorHe
may not of seemed like a supervisor as his painters were unavailable and decided
to start the work without them since the home is a small one story ranch brick
home with little scraping required since the brick was never painted. This may be the reason why he did not put a
drop cloths down
We reviewed your concern regarding
proper priming and all areas were properly primed. The primer was not white but rather a tinted
acrylic bonding primer to match the final coat.
By doing this we were able to apply two coats to your job, saving you
significant money. For bare brick, many
painters would have charged you for a prime coat plus two coats, for a total of
three coatsThis was discussed with you and your husband
I personally came out to your home
on Thursday to make sure you were satisfied.
At that time, the primer (first coat) was applied and you were very
concerned that the Supervisor was not filling all the holes in the brick. We addressed your concern by going beyond the
contract by filling in many more holes than what we agreed to. We went so far as to bring to your home, at
no cost, our manager who handles our repair division to review the holes and
confirmed with you and your husband that the holes you were requesting to fill
were related to missing mortar between the sills and brick, not in the scope of
work and provided guidance to you on how to resolve those issues. I apologize that while going through this
explanation I may have seemed patronizing
I am most surprised, however, that
at my meeting with you and your husband on Thursday (day four of the job) there
was not one single mention that you were dissatisfied with the quality of the
job and wanted another crew or that the job was going terribleThere was no
discussion regarding the lack of cleanliness of the job. Your
husband did call me on the following Saturday morning concerned about leaving
your home without monitoring the activity of the painting crew. You
then came on the line and I brought up with you whether you wanted another crew
to finish the job and you said yes, yet
when the crew arrived very soon after we spoke,
you and your husband permitted the crew to finish
Finally, it is our policy to have a
final walk-through. It is common to miss
spots here and there and to have final touch-ups/clean up. The final walk-through is designed to create
a “punch list” to resolve those issues.
You circled the spots to be addressed with chalk, which I do not
recommend using any marker on freshly coated paint as paint takes approximately
days to fully cure. Matt and Mario addressed the final touch ups
on Tuesday, a week after the job started, and had a walk-through and everything
was to the satisfaction of your husband (you were not there). You later voiced some additional issues and
we came back out on that Friday to address those, we even dropped off a gallon
of paint for you free of charge When
Matt met you on Friday everything was fine There was no discussion of how dissatisfied
with the job you were, no discussion about any places we have missed as
described in your complaint, no discussion that you wanted additional money off
your bill. In fact, you told Matt that your husband had
the check book and you would call him that same day when he came home so that
Matt could collect the check So you
can imagine our surprise to read your complaintI will be calling you shortly
to make sure we address any area that may have been missed and to discuss your
bill.Sincerely Regis R***Owner

To whom it
may concern,Please allow this letter to serve as an official release for Ken Recob from the on-line Acceptance of a proposal he received from CertaPro Painters He is no longer liable for any contract or work.Also, the gift card will be a Visa gift card.Sincerely,*** ***Owner - CertaPro Painters

Hello Mrs***,
"Times New Roman"">I would like to first , once again, apologize for the
overspray on your home's roof. It is unfortunate, however, that you ordered
our painters to stop cleaning the paint off the roof shingles when
it occurred, as it could have been easily cleaned at that time, as we use latex products
In regards to the paint color, I would like to refresh your memory that you were never able to provide a final color selection when the consultant met with you as you could not decide what color to choose. The color consultant therefore left you a couple of samples to think about. You then called in your color choice to our production manager Hannah. When we applied the paint, you did not like the color you gave us so my manager helped you by painting a number of different color swaths on your home as you were still deciding which color to use.In regard to the professionalism of the painter, while I would agree there were areas where paint drippings were found, they were easily cleaned upIt is also unfortunate that there were gusts of wind that day which resulted in the overspray. I would respectfully disagree to the characterization that the paint was carelessly slopped on; Further, It is customary to spray soffits and gutters.As you know, we have had an insurance adjuster at your home
and given the age of your roof (years) It is the belief of the adjuster
who is highly experienced in these matters, that the shingles impacted by the
overspray, which is a small percentage of the entire roof, can be matched and
replaced
The Insurance Company gave you a settlement to
replace the shingles that were impacted by the overspray, but you refused,
insisting on replacing the entire roof. The Insurance company responded
by going back to your home to get a sample of a shingle to send to an
independent lab to see if the shingles can be matched or not, and we are
currently waiting on those results

Dear Mr***,I am sorry to hear that you still believe there is one coat of paint on your home. I know we had our manager visit your job during production and we discussed that the reason there was one coat at that time was that the painters were not finished with your job. This
is the first that we hear that you are not satisfied with the final product. Our production manager will be calling you shortly to set up a time to inspect the final work with you. If you have other touch-ups that need to be addressed , please bring them up at the time of inspection.Thank you

Our manager visited your location twice to inspect during the job to review your concerns. See attached inspection reports. All looked good . You were not available when the job was complete so we emailed you for payment When we asked for payment you did not raise any issues and you said that you would be sending us a check, which you did. To us this suggested you were satisfied with the jobSee attached email. We then get a message from the Revdex.com stating you are not happy. You did not have the courtesy to let us know you had issues after the fact of paying usWhen we saw your complaint we immediately called you where you refused to allow us to inspect the job with you

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,I
[redacted] Response:  The Company contacted me on 9-22-16, by phone and indicated that they would send a representative out to answer any questions I may have.  Poor response!  The Company had stated to me that part of the process of the painting process, that upon completion of the job the QC manager would come out and address any issues I may have.  That never happened!  I spoke to a representative of the Company everyday they were here painting (except Tue. & Wed), explaining my dissatisfaction.  I don't want conversation, I want what I paid for.  At this point in time I only want $1400.  When you look at what I went through to get this job completed, $1400 is more than fair.

Hello [redacted].  We gave Ms. [redacted] an extra $100 off and final touch ups.  She was fine with the touch ups and additional discount and paid us the remaining balance in person.  So in my mind this is resolved. Thanks Regis

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] Dear Revdex.com, thank you for your involvement in trying to resolve this complaint.  There are comments in the companies response that are not true.  I will proceed in a different direction. Thank you

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]  The statement submitted by the company is not accurate and does not reflect the language of the contract.  When the job was complete the only contact I had with the Company was a voicemail two days after the job was complete asking for payment.  The company is trying to say that I was non cooperative.  Was anyone there when the job was completed?  Did anyone call me after the job was complete?  Did I not indicate daily that I was not satisfied with the painting?  What did I sign that indicated that I was satisfied with the job? The company has an obligation.  My position is that they did not fulfill that obligation.  I will take the the $1400 and have the job repainted.

Hello Mrs. [redacted]I understand that the third party lab results indicated that there are available new shingles that will match the color of your shingle.  You communicated to us you were still not satisfied so we suggested that you have your roofer contact the insurance adjuster, which you did.We reached out to the Insurance adjuster and he has indicated to us that he talked with your roofer.  The adjuster had no issues adding more material to the job, but because of the third party lab findings, he does not feel it is necessary to replace the entire roof.Your roofer indicated that there may be some written language from the shingle manufacturer regarding matching shingles.  The adjuster asked your roofer to send the language from the shingle manufacturer  regarding shingle matching to him so that he can present it to the Insurance company.  The adjuster has not yet heard back from the roofer (although he may have by now -- we need to check) If you could follow up with your roofer to make sure he sent the manufacturers language regarding matching shingles.Thank you

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 10928748, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.My responses to the comments received from the owner:
“rather getting started on Monday…” : Monday Mario came at 415pm to pressure wash our home, was packing up at 450pm and gone by 5pm. No one at CertaPro had any idea how long Mario was present at the job and this was discussed with Regis “the owner”. My husband wasn’t ever able to get Matt to call back unless he called Regis first.
The fact that he pressure washed this house in that short of time is unacceptable. It took him several minutes to set up and clean up so we can do the math on how long he spent pressure washing our home. Our home is not that small. My brother who had been happy with CertaPro was the one who completed cleaning the brick prior to painting. They left what they called “crow’s feet” from the ivy on the brick and he got it off. My brother is the president of the Board at an apartment complex and has already spread the word and will not use CertaPro again. He was here a great deal of time to babysit Mario while we had to work.
“Our Production Manager, Matt, came to your job on multiple occasions…” Matt came to our home 2 times and that was to discuss our complaints. Otherwise he would not have been here at all. So there was no “monitoring” of the progress at all. No one even communicated to us that Mario was a supervisor.
“We have worked very hard to make you happy…..” CertaPro showed up only to talk about the job but did very little to correct any issues we were having. For example, doing what they are expected to do; paint the house. We had to babysit Mario the entire time he was here. He painted the home to quickly not even the first coat covered the RED brick.  We were not concerned about them “tinting” the paint; that had been explained to us before which basically just looked like watered down paint.
“He may not of seemed like a supervisor….”: No he did not even act like a supervisor and we were never told he was a supervisor. He didn’t introduce himself, share with us the plans he had for painting the house, no explanations and it was never communicated to us when he was coming or going.
“one story ranch brick home with little scraping required…”: There wasn’t ANY scraping to our home at all done by CertaPro. It was done by my 68 year old brother!
“This may be the reason why he did not put a drop cloths down…”:  This supervisor never even carried a wet rag around with him to wipe off items around the house that should not have been painted. For example, 4 white down spouts, doors, trim, window frames, etc…..
A professional painter, classified as a supervisor should have been carrying around a wet cloth of some kind and drop cloths should have been used for the porches and drive ways .
“We reviewed your concern regarding proper priming….” We were not at all concerned about the primer not being white. That comment was taken out of context. We were concerned because the ENTIRE red brick house was not primed. Mario never removed the front window shutters to “prime” behind them, never primed the shutters back or front. They have YET to prime and paint the back of the shutters which are black and painted white on the front. Not all the red brick were primed to begin with so that means those brick only received 1 coat. Per the contract we were to receive 2 coats.
“for bare brick…” our front bricks had been previously painted with a red paint. This was reported to Evan, sales person, when he was here to give us the estimate.
“you were very concerned that the Supervisor was not filling……”: All the holes in the brick were not there when we received the estimate. We were told to remove all the hooks and screws and any items we needed to so that the holes could be filled by CertaPro and painted over. We added additional holes because we were instructed to do that. The sales person knew we were removing the back deck and said to us this needed to be done prior to the painting so again these could be filled and painted. So were there more holes to be filled than when the estimate was done YES. As far as under the windows and small cracks in the mortar, this was explained to us and that was not the issue. The issue was all the holes they told us to make. Then they don’t want to fill them and they didn’t. My husband went and bought another can of the caulking at Porter Paints and filled all the holes himself! This took a lot of time to do since it wasn’t expected. Those holes of which never got the 2 coats of paint as promised because Mario had already gotten past those areas because he was so fast with painting.
“We addressed your concern by going beyond the contract by filling in many holes than what we agreed to.” This is not true because my HUSBAND did them. Mario did not do them and if someone was here monitoring the progress they would have known that was the case.
“I apologize that while going through this explanation…..”: Regis was not the one who spoke to us in a patronizing, condescending manner. It was Matt on his 1st visit to our home.
“Your husband did call me on the following Saturday morning concerned about leaving your home…..”: We DID ask for a new crew a couple times. First time was the first day Mario showed up. We didn’t want him to come back. He did. This was never addressed with us. That Saturday we were told that the crew would pack up and leave and they never did. We did have to go and Mario said can he stay and finish and I told him flat out we didn’t trust to leave him alone and we had to because they were not leaving. He explained this would be the only day he had a HELPER, not a crew. He didn’t have a crew; Mario was it.
“Yet when the crew arrived…..”: NO CREW EVER SHOWED UP. That statement is very untrue. On that statement alone I would never recommend CertaPro to anyone. We know a lot of people so word of mouth is the best advertisement. With all the social media, that helps now a day. We didn’t have a choice but to let Mario finish with his friend because we had to leave. We told him we didn’t want him there from the beginning. Mario and his friend just didn’t leave.
“Finally, it is our policy to have a final walk-through…..”: We never received a final walk through and if we did, it sure wasn’t communicated to us. This is not surprising because nothing was ever communicated to us.
“It is common to miss spots here and there…..”: There were some areas the mortar was never even covered with anything that was gray. When you looked down on the house there were areas that were all still red. It was awful and I have photos to prove it. I actually have photos from each day that they were working on the house. There was never final touch ups and clean up. A lot of the issues have not even been resolved yet. There wasn’t enough paint to go around the house because there were so many areas missed and that is why we got the so called “free” can of paint.
“Matt and Mario addressed the final touch ups on Tuesday….” These final touch ups were never discussed with us. Matt came to finish Mario’s job. That is what took place on Tuesday. Matt cleaned the doors, front and back and didn’t get all the paint off even with “oops”. We ended up cleaning the downspouts off. Matt mentioned that the paint was water soluble and very easy to get off things with water/damp cloth. (Should we be concerned about rain washing  the paint off?) The paint did NOT come off the downspouts too easily. It took us over 2 hours to get the paint off the downspouts and there are still tiny pin spots from the spray. It was windy some of the days he sprayed which I thought was very inappropriate. He spray painted inside our small porch which inevitably got on the brand new doors and gold handles. Which I said before, Matt cleaned off, but did end up having to come back and finish the job.
“Matt met you on Friday…”: When Matt met with me on Friday I was working and in a meeting PRESENTING a presentation on a live call. He never knocked and for some time I had been hearing noises and I told the listeners to take a 10 minute break. I went out and here Matt was cleaning the front door. He had never called us to tell us he was going to come or anything. He just showed up. At that point, I explained to him about the “spots here and there” (sarcasm) and the time it took to clean the downspouts and the window frame that still has paint on it, etc… Explained to him if Mario was his best painter that is pretty sad because he was horrible. I had advised Matt we were thinking about having an interior room painted and we were going to have CertaPro do it but we have since changed our mind. Matt said that would be a totally different situation and crew and we would be very happy. No way! One other thing was that I had to get back to my presentation and in order for me to do that I told him [redacted] will handle the money. Evan told us we didn’t have to pay till we were satisfied and we aren’t satisfied. Now we just want to pay to get this nightmare over with. Regards,[redacted]

We do not accept the previous option.  I will be adding additional information shortly, as the professionals examining our damage will be soon giving us more explanation why this is not a realistic option.  Thank you.