CertaPro Painters of Milwaukee

I am [redacted] of CertaPro Painters. I never spoke with this client but am aware of the customer's grievance. I am wiling to meet with the client but only under the conditions that the client is attempting to make payment and provide a specific list of items requiring... correction(s). The client no-showed us the last time we attempted to close of the job. We have spent an excessive amount of money attempting to make the client happy and the customer's participation is needed in achieving a solution. If we do not receive payment or a returned phone call a lien will be filed on the property and the customer will be turned over to collections.

In the 8+ years I have been in business and thousands of customers served I have never met someone like this one We are trying to resolve the issues with the customer but her expectations are unreasonable Hopefully after tomorrow we will have a resolution

We will absolutely stand behind our work I have assigned a project manager to assure we make the customer happy this time

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I do not agree I am being unreasonableI signed a contract and paid a deposit in good faith that I contracted to have professional painting to the exterior windows of my home. Incurring damages to my home is completely unacceptableI incurred a broken blue slate roof, shutters unmarked and left in mud and moisture to warp, and the work done was a shoddy power washing to windows of which I refuse to pay for as the windows need to be rewashed correctly at my expense.I am asking for my deposit returned, and my home left in the condition it was before CertaPro damaged itI don't find this position unreasonable.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

I believe *** and I have come to an agreement We discussed signing a mutual release with terms I have left two messages for her over the past two weeks and I have not yet heard from *** I am hopeful she will return my call soon.Matt H***

The primary contract work was performed and complete.  There was additional work was quoted as time + material and after realizing how the previous installation was performed my carpenter expressed concern over being able to complete the work to the customer's satisfaction and meet his budget...

expectations.  I have since contacted the client several times in an attempt to perform the services and he has declined.  He has informed me that he has hired another contractor to perform the service.  As we were not paid to perform the work we will not refunding any money on the primary project scope.

I contacted [redacted] as soon as I was made aware of her request for a 2nd coat to her deck.  She only paid for a single coat but wanted a 2nd coat free of charge.  Her contract is clear we charge per coat and we informed her her deck could likely require  a 2nd coat.  She should be...

happy now as we gave her a 2nd coat free of charge.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

I am [redacted] of CertaPro Painters.  I never spoke with this client but am aware of the customer's grievance.  I am wiling to meet with the client but only under the conditions that the client is attempting to make payment and provide a specific list of items requiring...

correction(s).  The client no-showed us the last time we attempted to close of the job.  We have spent an excessive amount of money attempting to make the client happy and the customer's participation is needed in achieving a solution.  If we do not receive payment or a returned phone call a lien will be filed on the property and the customer will be turned over to collections.

Review: This company was hired to paint my new bay window and an additional window and door. The agreement was that the bay window would be flat and smooth when done. The painted area feels rough and looks textured. I spoke with the painter on site who stated that when dry and another layer was put on it would be smooth. After the additional coat was put on the area was very bumpy and I told the painter to call his supervisor and have him look at it. When the supervisor came he stated that it would need to dry for a couple days and then they would sand it down and re-do the area. After 4 days they came back and sanded the area and repainted but the area was still rough. The next day when they were to finish the area the painter called and said that his truck broke down and he would be over in 1-2 hours. After 4 hours I went to the business and spoke with a manger. The manger stated that he did not know where his painter was and that he would send someone else over to finish the job. When the second painter arrived and finished his work the area was still rough. I refused to pay since the job was not done as promised. I told the painter to call the manger and have him come over and look at the job, the manager refused.Desired Settlement: I would like to have my deposit of $120.00 refunded to me or my window painted as promised. The manger threatened to place a lien on my house for the outstanding balance. I would like to make sure that there is no lien.

Business

Response:

Customer was not happy with the finish applied to his bay window. The bay window was built with plywood so the grain is rough and bled through. I offered to sand down the paint finish and apply another coat to hide the grain and the customer rejected the offer and instead requested his deposit back. Since the customer's expectations stood the chance of never being met I accepted his request and refunded his deposit.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me once I receive the deposit.

Regards,

Our painters did a excellent job. They were very careful, on time every day and did a wonderful job. [redacted] was extremely knowledgeable and personable. Both painter worked well together. They did a wonderful job in our living/ dining/ half combination. Only issue was sales person was not as concerned as the painters were to our concerns. Would have [redacted] and [redacted] back anytime, would hire again.

Review: A contract was awarded to this company with the understanding that they would complete all of the quoted services. The work included painting, exhaust vent repair and carpentry work. The company was asked several times if they could do all of the work. Each time they assured me they could. They finished the painting and carpentry work and asked for immediate payment for services rendered. I mentioned that I was concerned because the vent work was not finished but reluctantly I paid them. They told me not to worry and that they would take ensure I was taken care of. After several phone calls over several weeks they finally came out to complete the work. After looking at the project again they decided that they can't complete the work because it was beyond there expertise.Desired Settlement: Since this company would have never received the business without agreeing to the entire project and the fact that I now have to find another solution, I feel that a 50% refund for the painting and carpentry work completed is a fair settlement.

Business

Response:

The primary contract work was performed and complete. There was additional work was quoted as time + material and after realizing how the previous installation was performed my carpenter expressed concern over being able to complete the work to the customer's satisfaction and meet his budget expectations. I have since contacted the client several times in an attempt to perform the services and he has declined. He has informed me that he has hired another contractor to perform the service. As we were not paid to perform the work we will not refunding any money on the primary project scope.

Review: Certapro Painter was hired to resolve our custom flooring clouding problem. They came to the review the floor with a paint supply house. Several days later on a Saturday they provided a painter to put chemicals on the floor. Once chemicals dried he used equipment to removed layer of floor wax. The time worked on Saturday was approximately an hour. Having failed he came back Sunday with other chemical from Home Depot with hand sander. He worked about another hour without success.No contracts were signed. Certapro Painter billed us $715.35 for 2 hours of failed work. The bill was not itemized. The bill was an amount on a email.We called to resolve our billing dispute without success.Desired Settlement: We wish to received a refund check of $476.90 (2/3 of amount paid) per our phone conversion with [redacted].

Business

Response:

We were able to resolve the complaint to Mr. [redacted]'s satisfaction. We are refunding 50% of the paid invoice.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I met with the Residential Sales Associate, in March, he promised me a high-end very professional painting job on my home windows and soffit. On April 13, 2015 I signed the $18,689.66 contract and wrote a $4,600 deposit check which CertaPro cashed. On May 5 and 6 two men showed up, one did not speak English nor did he understand English. The man to do the power-washing unloaded a broken power-washer on my driveway courtyard. The two men left my home to go shopping for gas, a power-washer nozzle, and a spray bottle that they had to return and purchase another one because the original was apparently too small. They spent the morning shopping and did not start power-washing until 2pm and left at about 4pm. Note: It is in the contract to remove mildew and wash by hand and power wash with a mildew remover. They did not remove the mildew and all of the mildew is still on my home, and it is July 1, 2015. The house now has to be re-washed. The two men did not want to remove any of the window screens and were going to wash the windows through the screens with the power washer. I removed the screens. The shutters on my windows needed to be washed and they did NOT wash them.

They removed the shutters but did not mark the shutter to the window. They piled up the shutters on the garden dirt and left them. I said "you have to mark the shutters". The men did not have any painters tape nor a pen. I gave them my marker and they did find and use a masking tape on some of the shutters. They still did not mark the windows to the shutters. What they did was write a number like B5 and put it on a shutter but never said to what window it belonged. I have approximately 75 windows. Because the shutters were sitting pilled up in the garden dirt, they got more dirty and started to warp due to moisture from the ground, not to mention no protection from the rain. On day two the men left at 3:30pm and said power washing was complete and the windows and soffit were ready for painting. Nothing could be farther from the truth. (I have pictures) I was told by the power-washing man that they have never removed mildew before painting. I called the production man at CertaPro and said they must address the shutter situation because the shutters are on the ground getting ruined. No response and my shutters sat on the ground until June 29 when I hired someone else to mark the shutters properly and put them in my garage at the cost of $200. CertaPro claims I stopped the job. I NEVER stopped the job, why would I? I needed my shutters off the ground. Also, the CertaPro man who removed the shutters from the house was told by me several times "DO NOT WALK ON MY BLUE SLATE ROOF," as you will pop the blue slates and the roof will eventually leak. The man walked right in front of me, on the roof and broke my blue slate roof. I tried over and over to contact someone at CertaPro to talk about what was going on and I was transferred like a merry-go-round with no results. I finally talked with the sales associate and told him of my experience and that nothing was professional and in fact they damaged my property. Nothing was done or corrected. I called corporate. I was told to talk with Matt H[redacted], owner of the franchise. I tried to talk with Matt on 3 times and resolve the issues. Plus by now I was not interested in moving forward with the contract because of the complete lack of professionalism on how they handled my job. In talking with Matt things went bad to worse. I was accused of creating all of the problems because I am a photographer. Matt asked me my profession and told me I was detailed oriented and because of that my expectations were too high. I was accused by Matt of trying to get out of my contract because I found a cheaper painter. COMPLETELY NOT TRUE. Matt verbally abused me on the phone call to the point of where he was yelling at me and hung up on me. Two different times! I currently refuse to speak with the man without a third party present. I called corporate and spoke with Jeff R[redacted], and told him everything trying to get any help and resolution. Jeff talked with Matt and Matt confirmed, according to Jeff, Matt would pay for my blue slate roof repair. Jeff told me to go out and get a proposal and fix my roof as Matt confirmed to him he would pay. I got the proposal for $2000 in repair work, signed the proposal, and now Matt is refusing to pay. Now Jeff is saying he can't make decisions for Matt. During my conversations with Jeff at corporate, I asked him if I was free to go out and find another painter. Jeff confirmed for me yes I am free from the contract and I should find another painter as it was clear we were not able to move forward on the CertaPro contract. Now they are claiming I am under contract. I have been asking to have my deposit of $4600 returned to me minus the actual 8 hours of incompetent power-washing that must now be done again, figured at paying $15 per hour to people that don't speak English and questionable that they hold US citizenship, times 2 men, equals $240 of work. If this figure is not acceptable, I am willing to get a quote from an outside person for power-washing. I do not believe I should be left with damage to my home and am asking for my roof to be repaired, cost $2000 and the $200 to correct the shutter-Desired Settlement: I have been asking to have my deposit of $4600 returned to me minus the actual 8 hours of incompetent power-washing that must now be done again, figured at paying $15 per hour to non-English speaking people and thus questionable US citizenship, times 2 men, equals $240 of work. If this figure is not acceptable, I am willing to get a quote from an outside person for power-washing and use that figure. I do not believe I should be left with damage to my home and am asking for my roof to be repaired, cost $2000 and the $200 to correct the shutters. $4600 minus $240= $4360 plus damages of $2000 roof and $200 shutters = $4360+ $2200 or $6,560 total paid to me, or the roof contract can be paid directly between CertaPro and the roofing company. But I will need confirmation from the roofing company.

Business

Response:

In the 8+ years I have been in business and thousands of customers served I have never met someone like this one. We are trying to resolve the issues with the customer but her expectations are unreasonable. Hopefully after tomorrow we will have a resolution.

Consumer

Response:

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.I do not agree I am being unreasonable. I signed a contract and paid a deposit in good faith that I contracted to have professional painting to the exterior windows of my home. Incurring damages to my home is completely unacceptable. I incurred a broken blue slate roof, shutters unmarked and left in mud and moisture to warp, and the work done was a shoddy power washing to windows of which I refuse to pay for as the windows need to be rewashed correctly at my expense.I am asking for my deposit returned, and my home left in the condition it was before CertaPro damaged it. I don't find this position unreasonable.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Business

Response:

I believe [redacted] and I have come to an agreement. We discussed signing a mutual release with terms. I have left two messages for her over the past two weeks and I have not yet heard from [redacted]. I am hopeful she will return my call soon.

Review: pI initially contacted the company in May 2014 to paint our back porch. They came out and gave us a quote. We decided to wait for awhile and did not have the painting done. In August, I received a call from Certa Pro asking if we were still interested. I told them yes, we would like to proceed. I received the contract via email and signed it and then faxed it back to them. The contract was the same from the one we had in May. It stated that the porch would be power washed, scraped of old paint and then painted fresh. [redacted] stated it would take 2 days for the painting to get done. One day for power washing and scraping, the next for painting. I was not contacted for 3 weeks after to ask if there was a certain day they could come out and start. I told them any day would work.

It was another week or 2 and then one morning at 7:15 while driving to work, I received a phone call from one of the painters **, who said he would be over at 8 top start the job. I had nothing ready for them, as we were supplying the paint. I told him it would have been nice to get a call a day or 2 ahead of time so that we could have been prepared. He came over and called me and stated he was unsure of what he was painting as he really didn't understand per the contract. I told him to meet me back at our house at 4:30 when I came home from work and I could show him what [redacted] and I talked about doing. He met me at 4:30 and we went over things. He (**) was still unsure, so he asked me to call [redacted] and have him come out to the house again because it has been since May that the job initially was assessed. I placed a call to [redacted] and left him 3 different voicemails over 3 consecutive days to return my call. It was now a Friday. I decided to call the company and complain that I have not heard back from [redacted] from the office said that she would try and get ahold of him and have him return my call. [redacted] called a few hours later stating that he has been really busy the last few days. I asked him to come back out to our house and re assess things as ** wasn't sure or clear on what was to be painted. He stated there was no reason to come back out and he would call ** and speak to him directly. [redacted] also proceeded to tell me that they could start the job the following Monday or Tuesday. The entire week had come and gone and no call from Certa Pro or a painter saying that they would be over. The following week I called again and asked what the problem was. I spoke with [redacted] again and she stated that the painters had started a new job instead of ours. I now asked to speak with a manager. He ([redacted]) was not available and she would have him return my call. I just told her that I was definitely disappointed and that I didn't want the services from Certa Pro any longer. She ([redacted]) stated that I had signed a contract, so at that point, there was nothing I could do.

Again, I was told that this ob would take 2 days, it had now been over a month and still no work had been done.

That Monday I received a call from [redacted] (manager) and told him what had been going on and that I was completely disgusted and asked him what the next step was going to be. He proceeded to tell me that once again, he could have someone come out the next day which would have been Tuesday to start the job. I agreed. Tuesday morning, a painter called me and said that he woud be out at our house that morning to start powerwashing. I came home from work and noticed that there was still a bunch of paint that was not scraped off. I called the painter and left him a message asking if he could call me back so I could talk to him about all the paint that had been left on the porch. He never returned my call. The next day (Wed), I came home from work and the porch and the back door had been painted. I noticed that the pillars were painted, but not completed, and the corbels in the front or the back of the house were not even touched. I called and spoke with [redacted] again and explained to him that the job was not finished and asked if they would be back the following day. He stated that his painters were there for 6 hours and he assured me that they did what they were supposed to do. I asked him to come out to the house so I could show him what was not completed. He agreed and said he would take a ride by and take a look for himself. He never did. I called [redacted] back the following day and expressed my anger and dissatisfaction once again. I told him that the paint looks crappy. There were white paint drips all over the gray and the painetrs did not scrape the old paint off before repainting. That is not what the contract read or stated. It stated that the porch would be power washed and the old paint scraped. [redacted] proceeded to tell me that I must have a greater expectaion than what the company could offer me. That was a Thursday. No painter (s) has been back to complete the job since. I ended up taking pictures of the unfinished job. I was fed up with the uselessness of [redacted], that I decided to go one step further and contact [redacted]. He was just as rude as all of the other people that I had dealt with at Certa Pro. I asked him to come out to our house and see the job for himslef. He denied and said that he would not be coming over and that [redacted] could handle it. I explained to him that [redacted] was supposed to come over a week ago and never showed up. So obviously, [redacted] was not handling it. I told him I could send him pictures of the work that had not been done correctly adn he said no, he didn't want to see any pictures. He asked what he could do for us going forward. I told him we wanted to the job done correctly and according to the contract or I wanted to void the whole thing out. The job did not take 2 days to complete like stated. It has taken over a month and a half for the process to even get started.

After speaking with [redacted], I was never contacted by anyone from the company for the next month. A week ago, I received a call from another painter that asked if I still had work to be done. I told him No, we were not interested anymore.

Last week Thursday, I received an email with my bill for $948.00 asking that I pay it ASAP. I tried calling [redacted] to discuss, but he was out of the office. Yesterday, (Thursday), I received a voicemail from the company asking to please remit my payment. I tried calling again and asking for [redacted]. He was out of the office.

So, the job was never completed (especially in the 2 days we were told it would be) The contract was not followed. Nobody from the Certa Pro ever came out to assess the job that was not completed. I have pictures to prove the job was not done. The old paint was not scraped like the contract stated it would be. The corbels were never touched, not even power washed.Desired Settlement: I do not feel like we owe them anything, much less the entire payment of $948. The job was never completed, there was never a walk around with anyone from the company like they stated would happen after the job was complete to discuss satisfaction. They gave me the run around for almost 2 months before they started any type of work.

Business

Response:

I am [redacted] of CertaPro Painters. I never spoke with this client but am aware of the customer's grievance. I am wiling to meet with the client but only under the conditions that the client is attempting to make payment and provide a specific list of items requiring correction(s). The client no-showed us the last time we attempted to close of the job. We have spent an excessive amount of money attempting to make the client happy and the customer's participation is needed in achieving a solution. If we do not receive payment or a returned phone call a lien will be filed on the property and the customer will be turned over to collections.

Review: Hired this Company and signed a contract that exterior of home would be Power washed, peeling paint scraped off and gutters primed and trim and garage and addition on the back of the house painted. company showed up with a non working power washer, used our power washer, did not prime gutters as promised and did not scrape peeling pain. Just painted over it. A supervisior came and was showed the work he stated he would send the guys out again to scrape. One man showed up scraped a few spots but left a majority still bubbled and peeling. Company has already been paid in full.Desired Settlement: To have it scraped of all bubbled and loose paint and have it repainted in the scraped areas again.

Business

Response:

We will absolutely stand behind our work. I have assigned a project manager to assure we make the customer happy this time.

Review: We contracted with CertaPro Painters to paint part of our house and our deck. From the start, I had to call them to find out where things were with our project. The painting was completed on May 23, we signed off on the contract and were satisfied. One week later, the paint on the decking started peeling and we notices that the underside of the railings were never painted. After 6 phone calls, the project manager for our area come out and said things would be resolved. After 3 more phone calls, the painter contacted me and told me that we would have to pay extra now to have him come out and resolve the issues. We already paid them $4000 for the job. It has been three days since last contact and no one has called us or come out to properly finish the job.Desired Settlement: CertaPro needs to come out and fix the problems we are having and fix them properly this time without any extra charge to us. The job was never done properly the first time.

Business

Response:

I contacted [redacted] as soon as I was made aware of her request for a 2nd coat to her deck. She only paid for a single coat but wanted a 2nd coat free of charge. Her contract is clear we charge per coat and we informed her her deck could likely require a 2nd coat. She should be happy now as we gave her a 2nd coat free of charge.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.