CertaPro Painters

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: In Mr M***'s letter in response to my complaint MrM [redacted] states that in completion with the project that the CertaPro Supervisor did a complete walk through with me on 9/19/to make sure the job was completedMrM [redacted] also states that payment was recieved and a contract of completion was signed by meYes I did a walk through on 9/19/with the CertaPro's painter not a supervisor.During the entirer project there was never a Supervisor at my home nor did I sign a contract of completion on 9/19/The only thing I signed on 9/ was a reciept that the CertaPro Painter gave me when I paid him the money for the job Certapro did at my home.In fact the painter didn't even have a real reciept of payment form to fill out to give as proof of payment.He used a change of work form as a reciept of payment that he signed and I signed .(I encosed a copy of the reciept of payment) In fact on 8/28/when CertaPros Consultaint came to my home to give me an estimate for the work I wanted done and when I told the consultant I excepted their estimate for the work and would like done as soon as possible because I wanted to have new carpets installed before The Thanksgiving holidayand the consultant told there wouldn't be a problem that the work would be completed way before Thanksgiving .The consultant did not have a contract form with him to fill out to give me to sign he told me he would email the contract to me when he got back to the office.The CertaPro Consultant did email me a contract but it never was signed by CertaPro or by me(enclosed is A copy of the unsigned contract) Then Mr M [redacted] go's on to say that I waited several days after 9/to contact Certapro to tell them I was unhappy with their work.I did not wait several days I contracted CertaPro's Consultant the very next day on 9/20/(enclosed is the email I sent on 9/20) I also sent pictures of the things that were not done right.The consultanton 9/25/came to my home to see te work that I was not happy with he agreed with most of the work That I showed him I was not happy with and then told me that one of the original painters would be back that afternoon to make the corrections.The one painter did return that afternoon for about two hours in which min of that time was spent talking on his cell phone.Once again Mr M [redacted] states in his letter that the paint Supervisor did a walk through with me.Once again there was no CertaPro paint supervisor at my home on 9/25/And I certanily wasn't about to tell a original painter I was still unhappy with the work because I could tell that he was anoyed that he had to come back to fix things that should have been done the first time .I then contacted CertaPro on 9/26/17and also sent more pictures to let them know I still wasn't happy.On 9/27/a CertaPro Production Manager was sent t my home to address the problems.The Production manager did agree with some of the remaining issuesand said they would be contacting me on when they would send a different painter other then the original painters to fix the remaining issues and I also stated that I needed this done as soon as possiable because I wanted to have new carpets installed before ThanksgivingSo I recieved all call a few days later letting me know that they would be sending a painter on 10/6/ then on 10/6/the painter called to tell me he can't make it and that he would becoming the next day 9/7/for am Painter did show up but 1/hrs lateI showed him want needed to be fixed and he told me he could see why I wasn't happy with the original painters workHe was there for about hours before he left we did a walk through and I stated to him he did the best he could do since he had to try to fix someone elses mistakes that should have been done right the first time considering that they were suppose to be professonal painters.On 10/9/ CertaPros Production Manager e mailed me to see if the 3rd painter took care of everything I then replied that it wasn't his fault that he did the best he could do being he had to try to fix someone elses mistakes.So on 10/10/17The Production Manager replied back asking me what more they could do ? I replied back on10/11/stating that there wasn't much more that could be done to try to fix the problems that should have been done right the first time because the original painters didn't even properly prepair the wood work before they even started to paint is the reason why the paint job on the woodwork didn't turn out good (I enclosed all the emails and other pictures that were sent)So again She ask me again what more can we do I reply on 10/13/saying other then to sand the woodwork all down and and repaint the only other thing is that CertaPro could refund some of the money I paid CertaPro I feel thats the least they coud do since I did not recieve a professonal paint jobI also sent piotures again No one from CertaPro ever responded back so on 21/I emailed telling them that I sent them an email days ago and now that they never responded back I am contacting the B.B.B and filing a complaint.Now CertaPro responds back telling me they are still willing to send back another painterI then explain I can no longer wait to have them send another painter because I am having new carpets installed before the holidays.(I am sending all the emails conversations I had with them) I now already have new carpets installed there is no way I want any painting done now with new carpetsCertaPro knew from day one that after they did the paint Job I was getting new carpetsI feel I gave CertaPro two chances to fix the things which they did not do right the first time and I waited as long as I could before getting new carpetsfor them to respond back before getting new carpets .I feel now the only thing that can be done is for CertaPro to refund a portion of my money back to me.Regards,Mrs[redacted]

We had a horrible experience with this companyThe PM didn't even show up the first day of the project, leaving us to act as PM and have to explain all that needed to be doneWe repeatedly tried to contact the owner regarding all of our issues and he never repliedOur wood cabinets are now left painted with severe stipplingThe cabinet doors were put back in upside-down, missing hardwareOur countertops and floors were left covered in paint

There is a moisture issue with the house that caused staining and peeling with the house The areas of concern were corrected washing the staining by scrapping, priming and repainting the peeling I was notified that there is additional peeling in a different location Customer was notified that we would return to correct the issue, That date has not been scheduled yet Will contact the customer ti schedule immediately ***

[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 meI contacted CertaPro Painters on Jan8th after recieving an email from them telling me they agreed to refund me a portion of the money I paid them as long as I would agree to signing a release form they would be emaling me the form to sign before they give me a refund checkThat was on the 9th of JanOn the 11th of Janthey sent the release form but I sent an email back to let them know they didn't spell my name right for me to be able to sign the release form for it to be bindingI also left them know I did not own a printer to be able to print the form out to sign it and then mail back to themI then got another email on Jan15th from CertaPro telling me that the Production Manager MrsS [redacted] would be out of town the rest of the week on bussinessThat she would have to write up another release form and send it to me in the mail to sign and send it back to them.So as of today Jan.18th I am still waiting for a refund from CertaPro Painters .Once I get my refund from CertaPro I will consider my compaint to be resolved Regards, *** [redacted]

Contacted by customer and stopped out to review issues This is a bathroom ceiling that has poor ventilation and is peeling Agreed to do warranty work with the home owner but had not scheduled a date Customer contacted and work scheduled for 10/

Contacted by customer and stopped out to review issues
This is a bathroom ceiling that has poor ventilation and is peeling
Agreed to do warranty work with the home owner but had not scheduled a date.
Customer contacted and work scheduled for 10/

Pros:
-They were very quick to come in for an estimate, did a detailed job of reviewing the scope and providing a well laid-out quote sheetOnce the quote was agreed to, it all went down hill from there
Cons:
- This is a franchise business with no sense of ownership pride and respect for customer service or satisfaction
- Mitch, the estimator/sales rep provided zero input in terms of colour consultation, paint type selection, etcAll he did was drop off a fan deck and left it all to us to decideWhen we asked for professional suggestions or recommendations, none were providedWhen we asked for additional paint samples to make it easier for us to decide, they said they would charge us for extra paint samples !!!!
- Alex/Ali was assigned as project manager, who never showed up at our house before, during or after the job was complete to do a walk throughHe didnt even bother sending the scope of work to the poor painters that they had subcontracted from out of townI had to personally walk the painters through the scope and tell them what they had to do, and they had no choice but to take my word for itThe PM only showed up days later to pickup a cheque
- Part of our scope was to stain the deck and it was agreed that we would pay based on number of manhoursWhen the job was completed I confirmed with the painters that they only spent hoursThe bill I received was for hoursWhen I confronted them, they said they made a mistake and it should be hoursWhen I told them the painter says he spent hours, they said sorry for the misunderstanding, we will correct the bill to show that amount, but then the PM showed up at the house again asking for a pmt for hoursI refused to make pmt until they show hours on a revised billThen I got a threatening email from Mitch saying that it cost them hours, so I have to pay them the full amount right awayAfter I escalated the issue to the owner, I got an email from the owner, not even apologizing, just saying that there was a misunderstanding and he has revised the invoice to show hours
- After I made the pmt, I heard from the painters that the owner had taken the amount off of their cheque
Basically these guys marked up their cost by more than 100% and provided absolutely zero value for meI would have been much better off finding local painters myself, paying half the amount and saving myself the headache of dealing with a group of people who obviously have no hesitation to take advantage of their customers or subcontractors

My neighbor gave me contact information for CertaPro Painters of El Paso (and I have already thanked my neighbor for doing so)From the first visit with CertaPro, I was very impressed with their professionalism and attentiveness to my concernsThe painting of our outside trim and wrought iron units took only days to completeThe crew supervised by Francisco was extremely professional and their quality of work was outstanding and plus attention to detailI cannot say enough about CertaPro Painters of El Paso, other than I "highly" recommend their services to anyoneI will most likely contact CertaPro Painters of El Paso for any future painting issues for our house

This is not my customer.  I have no record of painting for her.  We are CertaPro Painters of [redacted], one of 15 franchisees in the [redacted] Area. Please contact me with any additional questions.  I do not know which local CertaPro Painters...

company worked on this customers home. Respectfully, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: In Mr M[redacted]'s letter in response to my complaint Mr. M[redacted] states that in completion with the project that  the CertaPro Supervisor did a complete walk through with me on 9/19/17 to make sure the job was completed. Mr. M[redacted] also states that payment was recieved and a contract of completion was signed by me. Yes I did a walk through on 9/19/17 with the CertaPro's painter not a supervisor.During the entirer project there was never a Supervisor at my home nor did I sign a contract of completion on 9/19/17 The only thing I signed on 9/19  was a reciept that the CertaPro Painter gave me when I paid him the money for the job Certapro did at my home.In fact the painter didn't even have a real reciept of payment form to fill out to give as proof of payment.He used a change of work form as a reciept of payment that he signed and I signed .(I encosed a copy of the reciept of payment) In fact on 8/28/17 when CertaPros Consultaint came to my home to give me an estimate for the work I wanted done and when I told the consultant I excepted their estimate for the work and would like done as soon as possible because I wanted to have new carpets installed before The Thanksgiving holidayand the consultant told there wouldn't be a problem that the work would be completed way before Thanksgiving .The consultant did not have a contract form with him to fill out to give me to sign he told me he would email the contract to me when he got back to the office.The CertaPro Consultant did email me a contract but it never was signed by CertaPro or by me. (enclosed is A copy of the unsigned contract) Then Mr M[redacted] go's on to say that I waited several days after 9/19 to contact Certapro to tell them I was unhappy with their work.I did not wait several days I contracted CertaPro's Consultant the very next day on 9/20/17 (enclosed is the email I sent on 9/20) I also sent pictures of the things that were not done right.The consultanton 9/25/17 came to my home to see te work that I was not happy with he agreed with most of the work That I showed him I was not happy with and then told me that one of the original painters  would be back that afternoon to make the corrections.The one painter did return that afternoon for about two hours in which 20 min of that time was spent talking on his cell phone.Once again Mr M[redacted] states in his letter that the paint Supervisor did a walk through with me.Once again there was no CertaPro paint supervisor at my home on 9/25/17. And I certanily wasn't about to tell a original painter I was still unhappy with the work because I could tell that he was anoyed that he had to come back to fix things that should have been done the first time .I then contacted CertaPro on 9/26/17and also sent more pictures to let them know I still wasn't happy.On 9/27/17 a CertaPro Production Manager was sent t my home to address the problems.The Production manager did agree with some of the remaining issuesand said they would be contacting me on when they would send a different painter other then the 2 original painters to fix the remaining issues and I also stated that I needed this done as soon as possiable because I wanted to have new carpets installed before Thanksgiving. So I recieved all call a few days later letting me know that they would be sending a painter on 10/6/17  then on 10/6/the painter called to tell me he can't make it and that he would becoming the next day 9/7/17 for 9 am Painter did show up but 2 1/2 hrs late. I showed him want needed to be fixed and he  told me he could see why I wasn't happy with the original painters work. He was there for about 3 hours before he left we did a walk through and I stated to him he did the best he could do since he had to try to fix someone elses mistakes that should have been done right the first time considering that they were suppose to be professonal painters.On 10/9/17  CertaPros Production Manager e mailed me to see if the 3rd painter took care of everything I then replied that it wasn't his fault that he did the best he could do being he had to try to fix someone elses mistakes.So on 10/10/17The Production Manager replied back asking me what more they could do ? I replied back on10/11/17 stating that there wasn't much more that could be done to try to fix the problems that should have been done right the first time because the original painters didn't even properly prepair the wood work before they even started to paint is the reason why the paint job on the woodwork didn't turn out good . (I enclosed all the emails and other pictures that were sent)So again She ask me again what more can we do I reply on 10/13/17 saying other then to sand the woodwork all down and and repaint the only other thing is that CertaPro could refund some of the money I paid CertaPro . I feel thats the least they coud do since I did not recieve a professonal paint job. I also sent piotures again No one from CertaPro ever responded back so on 10 21/17 I emailed telling them that I sent them an email 8 days ago and now that they never responded back I am contacting the B.B.B and filing a complaint.Now CertaPro responds back telling me they are still willing to send back another painter. I then explain I can no longer wait to have them send another painter because I am having new carpets installed before the holidays.(I am sending all the emails conversations I had with them) I now already have new carpets installed there is no way I want any painting done now with new carpets. CertaPro knew from day one that after they did the paint Job I was getting new carpets. I feel I gave CertaPro two chances to fix the things which they did not do right the first time and I waited as long as I could before getting new carpets. for them to respond back before getting new carpets .I feel now the only thing that can be done is for CertaPro to refund a portion of my money back to me.Regards,Mrs.[redacted]

[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. I contacted CertaPro Painters on Jan. 8th after recieving an email from them telling me they agreed to refund me a portion of the money I paid them as long as I would agree to signing a release form they would be emaling me the form to sign before they give me a refund  check. That was on the 9th of Jan. On the 11th of Jan. they sent the release form but I sent an email back to let them know they didn't spell my name right for me to be able to sign the release form for it to be binding. I also left them know I did not own a printer to be able to print the form out to sign it and then mail back to them. I then got another email on Jan. 15th  from CertaPro telling me that the Production Manager Mrs. S[redacted] would be out of town the rest of the week on bussiness. That she would have to write up another release form and send it to me in the mail to sign and send it back to them.So as of today Jan.18th  I am still waiting for a refund from CertaPro Painters .Once I get my refund from CertaPro I will consider my compaint to be resolved.
Regards,
[redacted]

Dear Ms [redacted]:I am writing in response to your letter dated 12/ l 9/2017 regarding a complaint with an lD of[redacted]. which was received in our of?ce on 12/28/20l7. As stated in our previous response.the primary concem of CertaPro Painters of Reading and the purpose for our existence is toensure we provide excellent painting services to our customers. To that extent we constantlystrive to ensure our customers are completely satis?ed with the service we provide. Rest assuredwith this as with all cases we will make every effort to resolve this dispute and bring this projectto a successful conclusion.Since Ms [redacted] is not interested in getting the corrections made to her paint project , we areattempting to connect with Ms [redacted] to satisfy her request of a refund. To date we have lelt 2phone messages one on 1/2/2018 and another on I/3/2018 and sent her an email on l/4/2018requesting she contact us to come to a resolution. We will continue to reach out to Ms. [redacted] tobring her project to a satisfactory conclusion.Timothy M[redacted]OwnerCertaPro Painters of Reading

There is a moisture issue with the house that caused staining and peeling with the house. 
The areas of concern were corrected washing the staining by scrapping, priming and repainting the peeling.
 
I was notified that there is additional peeling in a...

different location.
Customer was notified that we would return to correct the issue,
That date has not been scheduled yet.
Will contact the customer ti schedule immediately.
 
[redacted]

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.
Sincerely,
[redacted]

We had a horrible experience with this company. The PM didn't even show up the first day of the project, leaving us to act as PM and have to explain all that needed to be done. We repeatedly tried to contact the owner regarding all of our issues and he never replied. Our wood cabinets are now left painted with severe stippling. The cabinet doors were put back in upside-down, missing hardware. Our countertops and floors were left covered in paint.

[redacted]
Was given an estimate in which our estimator did make a few errors on the contract related to the scope of work.  The customer did call back a few weeks after the estimate was given and had questions around coupons and lowering his price.  The coupon he was referring to...

is to be given to the estimator before the estimate and can only be used on project over $1000. This customer's project did not meet either of those criteria items but we offered half of the coupons as a courtesy to the customer.  Due to the amount of questions the customer had our estimator looked into the estimate and did see that there were errors and that the scope was not correct for what the project needed to be done correctly.  The customer was made aware and was asked if we could come back out to correct the scope of work and give him the estimate that reflects the scope of work his home needed.  We did not tell the customer his price would increase we told him it was a possibility but we would not know until the correct scope was estimated. The customer refused and said that this was an unethical business practice.  My response was that unethical business practices would have been ignoring that the scope was incorrect and then doing a paint job that would have been the wrong one for his home. Or even worse, waiting until we were half way through the job and then bringing the problems to the customer's attention thus limiting his options.  Instead I believe we did use strong ethical business practices. Our estimator made a mistake on the scope of work, we were honest about that and told the customer the truth, we asked to re-estimate and provide the customer with an accurate estimate, and told the customer that if he did not want to use our services he had every right to use a different painting contractor.  What I believe was unethical was after all of this the customer's attempt to try and hold our company hostage to an inaccurate estimate after we had been so straight forward with him. Trying to take advantage of a price that was for the wrong project.  We also did not tell that his price would absolutely go up.  He assumed that and did not allow us to re-estimate the project. 
 
[redacted] claims to the Revdex.com that he is looking for an apology to resolve his complaint.  This is untrue. Our estimator apologized numerous times through email and over the phone.  I personally apologized to [redacted] over the phone for any inconveniences we may have caused him.  [redacted] is not looking for an apology because he has received numerous apologies for any inconveniences we may have caused. What [redacted] is doing is he is still looking to hold our company hostage to a quote in which we did make mistakes but we were honest about them and attempted to salvage the project and the relationship.

Revdex.com:At this time, I have not been contacted by CertaPro Painters regarding complaint ID [redacted].Sincerely,[redacted]

There is a moisture issue with the house that caused staining and peeling with the house. 
The areas of concern were corrected washing the staining by scrapping, priming and repainting the peeling.
 
I was notified that there is additional peeling in a different location.
Customer was...

notified that we would return to correct the issue,
That date has not been scheduled yet.
Will contact the customer ti schedule immediately.
 
[redacted]

Contacted by customer and stopped out to review issues.
This is a bathroom ceiling that has poor ventilation and is peeling.
Agreed to do warranty work with the home owner but had not scheduled a date. 
Customer contacted and work scheduled for...

10/23.

I own a two story stucco home in Surprise AZ. I’m DIY on most things but considering the size of the job decided against it. I’m glad I did [redacted] the owner personally came out and oversaw the project start to finish. This guy knows how to run a business the old fashioned way by being personally involved. I have never wrote a review about anything before, but I was so happy with the professionalism and the job [redacted] and his team did on my house I had to let other people know. You can’t go wrong with CertaPro. Took 3 days total, they power washed the house, then came the next day allowing plenty of time for the moisture to dry and sealed all cracks with a polymer caulk, fixe patched all damaged stucco, taped window etc… One thick coat of the Dun Edwards paint was plenty and not watered down. They left me what remained of the paint after the job was done, so I know there is no incentive for them to water down paint. House looks better than it did new in 2005. You can trust these guys 100%. Price was below what most other non licensed, insured, Revdex.com A+ rated quoted. Also has a two year no questions ask warranty in case you notice something not right they will fix it. I highly recommend this company and very satisfied.