CertaPro Painters of Northern Rhode Island and Shrewsbury, MA

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] 1) The contract clearly discloses acknowledgement of the walls being cleaned by a different company prior to painting, and it states prep and paint, as well as primer where requiredThis contractual obligation if completed properly, would have prevented any paint from leaving the surfaces2) [redacted] was not on the property when the job started on April 18th, and I wasNeither the air nor the walls inside the home were damp, wet, or moist in any way, and hypothetically, even if they were, why would a professional painter paint over wet surfaces and expect the paint to stick? My wife and I had until May 1st to move in, so we did not place any time restrictions on job completion3) [redacted] states that his crew started within days of my closingThis is simply untrueI have text messages from myself to the remediation company who finished up on April 13th, showing tobacco running down the walls inside the bathroom closets, I had to clean the inside of the closets, the closet drawers, and kitchen cabinetry times after the remediation company leftThis took me full daysI also have text messages from myself to Mr [redacted] s paint foreman, explaining what colors we had chosen on April 18thThe remediation company left an industrial Hepa filter on both floors of my home until the 17th to help clean the air from any residual tobacco odorsThe painting work started on April 18th, more than days of being cleanedI was in and out of the home every hours or so to check on the progress once the paint crew began on the 18thOnly one of the painters spoke English, and he never told me anything about wet walls, or any problems I might face down the road, and a dehumidifier was never placed inside the homeThis is simply untrue and a poor excuse to avoid responsibility for faulty work.4) I find the $refund offered to be insulting as it barely covers the paint primer and accessories I purchased from [redacted] in Lincoln RI to fix the kitchen myself later in the yearIt doesn’t even cover the living room, or the time it took to repaint the kitchenI spent full hour days masking, scraping, priming, and painting.5) [redacted] was aware that the walls were to be cleaned by remediation experts before his crew started painting, and he should have considered this before skipping the primerCommon sense dictates that an astringent cleaner on the surfaces would leave some trace amounts of residue, even when washed off with water, and this was talked about when [redacted] came to provide an estimate, he even told me he would use special paint to ensure I would not have any problems down the roadMr [redacted] never told me that primer where needed meant I wasn’t getting anything primed at allThis is misleading, and the ultimate cause of the paint coming off my wallsI am not a professional painter, and I was not told that primer where needed only applies to bare surfacesAfter all of the facts disclosed to Mr [redacted] , my walls should have been treated as a surface that needed priming, I don’t think this is unreasonable or out of line in any way.6) Hypothetically, for the sake of argument, even if ***s theory of “wet walls” was true (which it is not) why did his crew paint over wet walls? This is like me mowing a wet lawn, they should have told me if the walls were wet and came back once the walls were drySo even if ***s excuse of wet walls were true, it is still poor workmanship to paint over a wet wall.7) There is a clear disagreement to [redacted] not showing up to look at the faulty work before I repainted my kitchen myselfEveryones cell phones are linked to the same times, and when we made a 3pm appointment, he should not have come and gone before 2:50pm.8) The two rooms that had / have paint bubbling and flaking are by 15, equaling square feet combinedThe painted areas they were contracted for equals square feetThis equals approximately one quarter of the total contracted work being faultyThe contracted price was $ One quarter of this amount is $Add the approximate $from new paint, primer, and materials that I purchased in order to fix the kitchen and this brings me to a total of $ I am willing to overlook my lost billing hours if he agrees to settle on this amountI am willing to dismiss any and all complaints if he meets this resolutionMy wife has also agreed to remove any complaints or negative reviews and move on if we can resolve this matter Regards, [redacted] ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Summary: *** contracted us to paint the interior of his new home, April 2015. We met with *** and agreed on scope and price. The house was previously owned by a heavy smoker and wreaked of cigarettes. *** had the home deep cleaned before we painted. Once we started
painting, we had trouble getting the paint to dry due to the high humidity inside the home. We had to place a dehumidifier and fans to assist with the drying process. I believe this is the root cause of the limited peeling *** has experienced A year later, 2016, we were contacted about a warranty issue. My office manager setup the appointment. I showed up and there was no answer at the door. We subsequently rescheduled, I showed up again and nobody home. I left a card this time. This was the last we heard from *** until this year, We send a warranty reminder card to all our customers advising them that there year warranty is about to expire. Our expectation is the customers review the job and get back to us with any potential issues Upon receiving the card, *** contacted our national call center lodging a complaint. I visited *** upon receiving the complaint and discussed the issue. *** was expecting a full prime within the home and we quoted ‘prime as required’. Repainting does not require priming unless the original substrate is exposed. In this case, any sheetrock without paint would have been primed. Prime or no prime, this is not what caused the issue. The excessive humidity during painting did cause a wall in the living room to peel. I can not speak to the kitchen as I never seen the issue I offered to fix any peeling paint. Given *** was concerned with the health of his fish tank, I offered to refund the cost of that wall $and the cost of the kitchen $225, totaling $ *** was asking for $or he would: This is from his email, “I still want to express that I am not interested in speaking with *** *** any furtherI am hoping someone from Certapro will step up and show me that the entire certapro name is not as bad as the experiences I have had with Mr***I am waiting until Friday to hear back from you before I contact the Revdex.com, Dept of Attorney General, and my attorney *** *** for small claims suit as well as leaving photos of contract and defective workmanship online in reviewsI believe it is only fair to wait until Friday to allow Certapro the opportunity to make this right before I pursue other avenues.” *** has now posted a review on *** under a name of *** *, “Professional sales associate sells you the contract, then a minivan full of illegal workers shows up and leaks oil all over the driveway.Contract states prime where necessaryThey never primed my walls, a year later all of the paint began flaking offCalled for repair work and *** *** missed three appointmentsI ended up contacting certapro directly, only to be told that the contract didn't offer a "full prime" I was not aware of a difference between a full prime and prime where needed, especially since my paint is bubbling and falling offThey simply do not stand by their work.” First time we heard of oil in their driveway from a job years ago. Illegal workers? He is making strong accusations without any facts Here are facts as I understand them: *** closed on his new home April 10th, We began work April 14th 2015, completing work by April 22nd 2015, ***’s email comment: I am extremely disappointed in him, as well as him avoiding responsibility when he was here on WednesdayHe tried stating that our walls were wet when his men painted, but they were notI was here, and he was not when work beganA remediation company had come in and completely cleaned the walls from nicotine odor, and Hepa filters were run for a week after remediation to clean the airIt was dry as a desert We were in painting within days of his home purchase First appointment was missed: I say I was there, *** says I was not Second appointment: I left a card, *** says I came early and left. I disagree with ***. This is not how I do business Third appointment: My office manager and I do not recall a third appointment, *** said I missed it Warranty card sent to *** in which sparked this latest blast of communication One wall does have peeling paint and I am willing to fix or refund for that wall I have not avoided any responsibility and will fully back our work. I have never said I would not address these issues Best Regards, *** *** Owner CertaPro Painters of Northern RI & Shrewsbury MA

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. 1)      The contract clearly discloses acknowledgement of the walls being cleaned by a different company prior to painting, and it states prep and paint, as well as primer where required. This contractual obligation if completed properly, would have prevented any paint from leaving the surfaces2)      [redacted] was not on the property when the job started on April 18th, and I was. Neither the air nor the walls inside the home were damp, wet, or moist in any way, and hypothetically, even if they were, why would a professional painter paint over wet surfaces and expect the paint to stick? My wife and I had until May 1st to move in, so we did not place any time restrictions on job completion. 3)      [redacted] states that his crew started within 4 days of my closing. This is simply untrue. I have text messages from myself to the remediation company who finished up on April 13th, showing tobacco running down the walls inside the bathroom closets, I had to clean the inside of the closets, the closet drawers, and kitchen cabinetry 3 times after the remediation company left. This took me 2 full days. I also have text messages from myself to Mr. [redacted]s paint foreman, explaining what colors we had chosen on April 18th. The remediation company left an industrial Hepa filter on both floors of my home until the 17th to help clean the air from any residual tobacco odors. The painting work started on April 18th, more than 5 days of being cleaned. I was in and out of the home every 2 hours or so to check on the progress once the paint crew began on the 18th. Only one of the painters spoke English, and he never told me anything about wet walls, or any problems I might face down the road, and a dehumidifier was never placed inside the home. This is simply untrue and a poor excuse to avoid responsibility for faulty work.4)      I find the $350 refund offered to be insulting as it barely covers the paint primer and accessories I purchased from [redacted] in Lincoln RI to fix the kitchen myself later in the year. It doesn’t even cover the living room, or the time it took to repaint the kitchen. I spent 2 full 10 hour days masking, scraping, priming, and painting.5)      [redacted] was aware that the walls were to be cleaned by remediation experts before his crew started painting, and he should have considered this before skipping the primer. Common sense dictates that an astringent cleaner on the surfaces would leave some trace amounts of residue, even when washed off with water, and this was talked about when [redacted] came to provide an estimate, he even told me he would use special paint to ensure I would not have any problems down the road. Mr. [redacted] never told me that primer where needed meant I wasn’t getting anything primed at all. This is misleading, and the ultimate cause of the paint coming off my walls. I am not a professional painter, and I was not told that primer where needed only applies to bare surfaces. After all of the facts disclosed to Mr. [redacted], my walls should have been treated as a surface that needed priming, I don’t think this is unreasonable or out of line in any way.6)      Hypothetically, for the sake of argument, even if [redacted]s theory of “wet walls” was true (which it is not) why did his crew paint over wet walls? This is like me mowing a wet lawn, they should have told me if the walls were wet and came back once the walls were dry. So even if [redacted]s excuse of wet walls were true, it is still poor workmanship to paint over a wet wall.7)      There is a clear disagreement to [redacted] not showing up to look at the faulty work before I repainted my kitchen myself. Everyones cell phones are linked to the same times, and when we made a 3pm appointment, he should not have come and gone before 2:50pm.8)      The two rooms that had / have paint bubbling and flaking are 12 by 15, equaling 360 square feet combined. The painted areas they were contracted for equals 1500 square feet. This equals approximately one quarter of the total contracted work being faulty. The contracted price was $3670.  One quarter of this amount is $917.50. Add the approximate $300 from new paint, primer, and materials that I purchased in order to fix the kitchen and this brings me to a total of $1217.50.  I am willing to overlook my lost billing hours if he agrees to settle on this amount. I am willing to dismiss any and all complaints if he meets this resolution. My wife has also agreed to remove any complaints or negative reviews and move on if we can resolve this matter.
Regards,
[redacted]

[redacted] and I will never agree on the chain of events.   I agree to refund $350, this is the amount that I charged to paint the areas in question.  I will also cover [redacted]s cost of the paint he purchased for the kitchen, $300.   Best Regards,[redacted]