CertaPro Painters of North Scottsdale

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will not hold him to the 2 year warranty and I will not file any other complaints against him.

Regards,

Please see the attached letter detailing the issues I've had with this client.  In short, I will credit the $100 (not $200) if she agrees to the stipulations listed in the document above.

Revdex.com

To Whom it May Concern:

This...

letter is in response to Ms. [redacted]’s claim about the “horrible job the painters did and he did not show up” and request for a full refund.  I will not be issuing a credit of any kind.

Please see the attached contract by Ms. [redacted] accepting the terms of the contract and her acknowledgement that the work was completed.  Please also see the attached E-mail exchange that I will also address.

As per the contract, we arrived on January 27, 2014 to begin the painting project.  I was there on Monday to review the project with my painting crew and meet with [redacted]. Our crew came back on January 28, 2014 to finish the project (as the contract stated, we completed the work within the 2-3 day stated time frame).  [redacted] approved the work with the job site supervisor and provided me with her [redacted] card information.

Several days later, [redacted] completed a survey in which she expressed dissatisfaction with the completed work in that we had missed some spots and painted one light switch plate cover.  I called her that day, apologized then sent my painters back to her home the next morning to correct all issues. I did state that I would like to see the work at her home as well.  Therefore, her statement that “we came back three times” is not quite accurate.  We did come back once for touch up work after the initial two days.

When I contacted my [redacted] for status update and confirm a time to meet at Ms. [redacted]’s home, he informed me that the work had been completed and once again Ms. [redacted] has visually inspected and approved the work.  

I called [redacted] immediately afterwards and asked her to call me to confirm that she was home so I could review the work with her and to confirm she was satisfied.  She did not return my call.  I then called one week later, again asking if she was happy and if I could stop by and review the work.  Once again, my call was not returned.  I made another call the following week and again, there was no return call by Ms. [redacted].

[redacted] Case Number: [redacted]

Almost 30 days after the work was completed, Ms. [redacted] sent the attached E-mail, stating the following:

• She still was not satisfied with the work, but admitted that the work had been completed

• Threatened to file a complaint with [redacted] unless a credit of $200 was issued

• Refused to accept any phone calls from me

I replied that I would not be able to issue a $200 credit, but would be willing to have my painters come back out to fix any outstanding issues, if any. I also stated that I would like to meet her in person to discuss and inspect the work.  In her reply:

• She refused to meet in person and/or discuss on the phone

• She refused to let me inspect the work completed

• Asked “Do you have the time to do this?”

• Stated she had pictures of the “mistakes”

Once again, I offered to meet in person to review the work completed or at least at a minimum to send me the pictures of the issues she had discovered.  In her reply:

• She refused to meet

• She refused to send any pictures, and still has not to this date

• Once again asked for a refund of $200

After [redacted] contacted me informing me that she had yet again complained to them, we had a conference call.  We agreed to a $100, not $200 credit if she:

• Agreed to submit in writing that the 2 year warranty was voided as the warranty only applies to jobs paid in full

• She would submit in writing that she would not file any further complaints.

She did not submit either, and therefore I have not issued the $100 credit.  Once I receive an E-mail or signed letter from [redacted] stating both, I will issue a $100 credit.

I have attached a copy of the E-mail I referenced in my letter. 

Sincerely, 

Review: I hired Certapro Painters to paint 2 bathrooms, 1 bedroom and a small hallway. [redacted] (the salesman/owner) came with 2 men who started painting right away and said it would take about 2 days. [redacted] collected the full amount of the estimate he had given me and left. The men were very nice but after a couple of hours of painting I noticed that they had not removed any vents or electrical covers before painting. I was concerned and mentioned that they were getting paint on these items and they said they would clean it up. Six hours later they put picked up their things and said they were done and that it would take a few hours to dry and look even. They left.

A couple of hours later I looked at the paint job and it was horrible. They had paint on the floors, the tile, the electrical covers, the vents and the woodwork. There were many placed that the old paint wasn't covered up and some places that weren't even painted. I called [redacted] and he sent one of the painters out twice and he was not able to get the job done and clean up the problems they created. I asked [redacted] for money back for the poor workmanship. After 3 tries I realized that these men were not taught how to be professional painters and they just couldn't see and fix the problems. I contacted my credit card company and they did a 3 way call and worked on a resolution to the problem of overpaying for a bad paint job. We settled on an amount that Certapro would refund to me and [redacted] agreed and now months later I have not received the money or a credit to my credit card. I am very disgusted with this company. THEY ARE NOT PROFESSIONAL PAINTERS!!Desired Settlement: I want $200.00 from Certapro Painters so I can pay for the painters I had to hire to fix up the mess the first painters made and finish the painting they did not do.

Business

Response:

Please see the attached letter detailing the issues I've had with this client. In short, I will credit the $100 (not $200) if she agrees to the stipulations listed in the document above.

Revdex.com

To Whom it May Concern:

This letter is in response to Ms. [redacted]’s claim about the “horrible job the painters did and he did not show up” and request for a full refund. I will not be issuing a credit of any kind.

Please see the attached contract by Ms. [redacted] accepting the terms of the contract and her acknowledgement that the work was completed. Please also see the attached E-mail exchange that I will also address.

As per the contract, we arrived on January 27, 2014 to begin the painting project. I was there on Monday to review the project with my painting crew and meet with [redacted]. Our crew came back on January 28, 2014 to finish the project (as the contract stated, we completed the work within the 2-3 day stated time frame). [redacted] approved the work with the job site supervisor and provided me with her [redacted] card information.

Several days later, [redacted] completed a survey in which she expressed dissatisfaction with the completed work in that we had missed some spots and painted one light switch plate cover. I called her that day, apologized then sent my painters back to her home the next morning to correct all issues. I did state that I would like to see the work at her home as well. Therefore, her statement that “we came back three times” is not quite accurate. We did come back once for touch up work after the initial two days.

When I contacted my [redacted] for status update and confirm a time to meet at Ms. [redacted]’s home, he informed me that the work had been completed and once again Ms. [redacted] has visually inspected and approved the work.

I called [redacted] immediately afterwards and asked her to call me to confirm that she was home so I could review the work with her and to confirm she was satisfied. She did not return my call. I then called one week later, again asking if she was happy and if I could stop by and review the work. Once again, my call was not returned. I made another call the following week and again, there was no return call by Ms. [redacted].

[redacted] Case Number: [redacted]

Almost 30 days after the work was completed, Ms. [redacted] sent the attached E-mail, stating the following:

• She still was not satisfied with the work, but admitted that the work had been completed

• Threatened to file a complaint with [redacted] unless a credit of $200 was issued

• Refused to accept any phone calls from me

I replied that I would not be able to issue a $200 credit, but would be willing to have my painters come back out to fix any outstanding issues, if any. I also stated that I would like to meet her in person to discuss and inspect the work. In her reply:

• She refused to meet in person and/or discuss on the phone

• She refused to let me inspect the work completed

• Asked “Do you have the time to do this?”

• Stated she had pictures of the “mistakes”

Once again, I offered to meet in person to review the work completed or at least at a minimum to send me the pictures of the issues she had discovered. In her reply:

• She refused to meet

• She refused to send any pictures, and still has not to this date

• Once again asked for a refund of $200

After [redacted] contacted me informing me that she had yet again complained to them, we had a conference call. We agreed to a $100, not $200 credit if she:

• Agreed to submit in writing that the 2 year warranty was voided as the warranty only applies to jobs paid in full

• She would submit in writing that she would not file any further complaints.

She did not submit either, and therefore I have not issued the $100 credit. Once I receive an E-mail or signed letter from [redacted] stating both, I will issue a $100 credit.

I have attached a copy of the E-mail I referenced in my letter.