CertaPro Painters of St Charles, South County, & Wildwood

This job was completed in May, and upon completion our office called and the customer confirmed that everything looked good and they were happy with the job A few days later we received a call claiming that there was some dead grass on his law from our workers We don't believe the
damage was caused by us, yet we had our crew go back out to put down some new seed Once again everything was approved by the customer Almost two months later we received a call saying the grass repair had not taken, and that there were now some complaints regarding the finish on the deck We sent out our sales associate to inspect the project The grass seed did not take, so we have offered to purchase a few pieces of sod to patch the area (roughly 5' x 5' in size) While we were out there, we inspected the deck The customer selected one coat of stain for this job, and unfortunately the issues he is having relate to the fact that you can not guarantee a consistent finish with just one coat Despite this, and despite the fact that our warranty clearly states that we do not warranty horizontal surfaces that hold water, we have already agreed to touch up the areas that he is concerned with In fact we spoke with the customer this morning, and have already schedule the crew to go out take care of these items I am not sure why he chose to post on the Revdex.com when the issue has already been resolved We apologize that the experience was not without issues, but we have responded to each issue that has been brought to our attention, and continue to go above and beyond to make sure the customer receives the quality work that has been paid for

At CertaPro Painters we are proud of our A+ rating with the Revdex.com and we are proud that we have never had a complaint filed against us We work hard to deliver not only a great paint job, but a great experience We take customer satisfaction very seriously, and work to go above and beyond when addressing customer concerns.In this particular case, we finished the job on spoke with the customer on May 16th and the customers was happy with the job and the crew The customer called back about a while later to let us know that a patch of his grass had died and that he would like us to come take care of it We sent our crew out to inspect the spot, and despite the fact that we didn't believe it was caused by our crew we offered to re-seed it The customer's issues and concerns were taken care of About three months later the customer called back again and said that the grass seed had not come back completely and that they now had concerns with the finish of the deck floor board We once again sent someone out to inspect the project We sent out our production manager, and have had numerous conversations with the homeowner since We let them know that we would put down some sod where the grass had not come back properly, and we told him that the issues they were pointing out on the deck were not covered under warranty Our warranty clearly states on the contract that we are not able to cover horizontal surfaces Our limited warranty on horizontal surfaces is no different than other painters as the manufacturer of the stain won't even guarantee the stain will last anywhere water is able to sit and accumulate Despite the fact that this was not covered under warranty we agreed to come back out and touch up the sections they mentioned The customer agreed with the plan and we were scheduled to go back out, touch up the deck and replace a section of the sod They then cancelled our appointment right before we were supposed to come out and fix it and instead decided to file a claim with the Revdex.com and ask for a full refund on his job and for us to pay for someone else to re-sod the bad spots We are still willing to take care of the sod, and we are still willing to offer touch ups on the deck (despite the fact that they are not covered under warranty), however we are not willing to offer a full refund as the work was completed and approved by the owner, and they are now choosing to be unreasonable even after we had agreed to a remedy.My team and I take great pride in our work and the quality of service we provide, and we hope anyone who reads this might understand that sometimes there are two sides to a story and the fact that we have never had a complaint in our history should also tell you something about the lengths we go to make our customers happy

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