CertaPro Painters of Roanoke VA

Review: I filed a negative action against certa-pro on 4-6 2013 regarding their staining my house. Their rep responded and came over the next week. we discussed the peeling paint and patchwork quilt look of my stain. he agreed to fix it if I would remove the complaint. I said I would. He called twice in the next two weeks and said his crew would be over to fix it . I am still waiting. It is over two months later since I filed the complaint. I have not heard anything from him since his initial promise to come and fix it.Desired Settlement: I would like him to finish what he promised.

Business

Response:

CertaPro Painters completed this job in August 2010 and the customer made a complaint with the Revdex.com 2 ½ years later, well after the warranty period expired. The customer never contacted our company directly at any time with concerns about the job. We immediately responded to the complaint made with the Revdex.com and in good faith agreed to fix any problems even though the warranty period expired. CertaPro Painters takes pride in our work and we want every job to end with a positive outcome for every customer. The spring and summer months has been very rainy and has made our exterior job production difficult to meet our high demand. Reasonably, we are foremost obligated to service our current customers in a timely manner. We have contacted the customer by telephone and left a message with no return call yet. We hope to resolve this soon.

Consumer

Response:

I am responding to Certa-pro’s response to you earlier this month. I am still willing to let them do the work on my house but I will not remove my comments from [redacted]. It is a public forum and I put my comments on it. Next, Certa-pro will l want to censure everything I say and post. I consider it unethical for them to request this.

Business

Response:

We completed this job on August 15th of 2010. And, after completion we never received a call from Ms. [redacted] that she was unhappy about the job we did.In fact, we learned that she was happy when she posted negative feedback on the Revdex.com sometime around April of 2013 ( the complaint came later). Further, she told me when I called concerning the issue, that she only posted feedback because she could not understand why we had such a good rating?? I then scheduled a meeting with her, discussed her concerns and indicated that we would address her issues even though 1). Her two year warranty had expired and 2). Many of her issues were with horizontal surfaces(standing water, foot traffic) that are not covered by our warranty even inside of two years.As you will recall, the spring was very rainy and quite challenging to get any outside work done so we were not able to address as soon as we would have liked. The next thing we know without warning (again) she then posted a complaint with the Revdex.com and also gave us very poor feedback on AL. Despite this, we still offered her a solution, but she declined to accept our solution. Again, we wanted to fix the issues with her but we also did not want to open ourselves to liabilities outside of our two year warranty with the more than 1500 jobs we have completed since March of 2007. We appreciate your consideration in this matter.Scott Fleming

Review: Certapro

Complaint

RE: Certapro Painters [redacted], Owner

Work Performed at [redacted]

In November, 2012, Certapro completed painting the exterior of my house. The contract for painting called for a two year warranty on the work.

In the summer of 2013, within the warranty period, I contacted the Roanoke office of Certapro to request some touch-up on the paint. After several weeks of no contact, I repeated my request for touch-up and was advised by the Certapro owner that the painter had reported that the touch-up had been completed. As no one had ever appeared to perform the work, this was not the case. At that time, out of frustration with the delays and misinformation I advised Certapro that I would perform the touch-up myself.

Subsequently, still within the warranty period, in June of 2014, I advised Certapro by letter that large sections of paint were pealing off my house. After more than two weeks, I received a return call from the owner to schedule an appointment to view the work. At this appointment my position was that there had been inadequate preparation in the surface before the paint had been applied. The position of Certapro was that the pealing was the result of the failure of the underlying paint which had been painted over. The owner, however, did agree that some touch-up was appropriate and he would schedule some one to perform the work in “the next couple of weeks.” No one ever appeared and the work was never performed.

Then, in October, 2014, still within the warranty period, in response to a Certapro promotion, I called the national phone number to request the advertised two-year inspection. I verified with the customer service representative that an e-mail had been sent to [redacted] in the Roanoke office to perform the inspection. No contact from the Roanoke office was ever received.

I allege the above is ample evidence of the failure of Certapro to honor the contracted warranty and complete the contracted work in a workmanship like manner.Desired Settlement: I request that the owner of the Roanoke Certapro franchise perform a detailed inspection of all painted surfaces. Where the paint failed to adhere to the underlying surface, these areas shall be scraped, primed, and repainted with two coats of paint applied by brush with appropriate drying time between coats. Areas needing touch-up shall be prepared and repainted as specified above. A new two-year warranty shall be granted for all newly painted surfaces.

I believe the above is a reasonable remedy and fully within the scope of the original contracted warranty.

Business

Response:

CertaPro will touch up and paint in areas where needed. This includes preparation of the surfaces as CertaPro deems necessary. CertaPro will not extend a new two-year warranty for the newly painted surfaces.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Certapro 3.15.2015

Certapro’s resolution to my complaint is rejected for the following reasons.

Certapro does not adequately address all issues raised in the complaint.

Certapro fails to indicate when the touch-up painting may be done (weather permitting, of course.) Since it has been months since they first promised to accomplish the touch-up, a reasonable timeline should be presented.

Certapro fails to indicate in detail how the surface will be prepared and painting accomplished. To leave this to “Certapro deems necessary” is not sufficient. I know they don’t reach an acceptable standard to perform this work by not adhering to appropriate acceptable practices as specified in the original complaint. Just leaving the preparation of the surfaces to Certapro’s discretion doesn’t work.

Certapro fails to address the inspection to which I am entitled as a Certapro customer. There is then no identification of the surfaces where the paint failed to adhere leading to large sections peeling. Regardless of the cause of this peeling, Certapro should have anticipated this problem and provided appropriate surface preparation in the initial painting. In addition, the areas subject to the earlier touch-up have been exposed to over 8 months of severe weather requiring additional preparation before painting.

Certapro fails to provide any warranty on the newly painted surfaces. This provides no assurance that the work will be accomplished with generally accepted painting practices or in a workmanship like manner.

Therefore, Certapro has failed to propose a good faith resolution to the complaint.Regards,[redacted]

Business

Response:

1. It is reasonable to get the touch ups completed by the end of April. We do not have designated crews that work on touch ups so we will work this into our regular scheduling.