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University of South Carolina Reviews (6)

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

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Certapro has no history of completing work within a general time frame
Certapro does not offer any warranty on the newly painted surfaces
Regards,*** ***

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]

First, let me say that I am disappointed that the customer has not accepted our proposed resolution of this matter. I would like to "make good" our original warranty promise. As Mr. [redacted] has pointed out, we did originally fall down on a couple of attempts to complete touch-ups due to various circumstances pursuant to my meeting with Mr. [redacted] in 2013 to review the affected area. One point of clarification: the work we did for the customer took place in August of 2012 and not in 2013 as was previously indicated by Mr. [redacted].  In terms of the paint failure issue, the paint was failing down to the original bare rough-hewn lumber substrate.  Unfortunately, sometimes pre-existing layers of paint will fail after new paint has been applied and this is unrelated to the most recent coating.  In this case, the rough-hewn lumber substrate (non-typical siding) probably should have been stained with a solid stain originally in lieu of being painted. Note: appearance would look much like a paint, but a stain would have allowed better adherence due to the nature of the rough-hewn wood.  That being said, we agreed to paint this property on [redacted] for Mr. [redacted] and we still want to back our original warranty by performing necessary touch-ups needed at this time since we failed previously to do so. I do hope Mr. [redacted] will reconsider our offer to do so. Sincerely, [redacted]

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.  2.  Regarding peeling surfaces, preparation will include the following: scrape off loose and peeling paint, prime with oil based primer.  Then we will re-paint.3.  [redacted] will have a scheduled inspection with the customer to identify areas that need to be repainted.  The inspection needs to take place the week of April 6-10.  Mr. [redacted] may call our office to schedule this inspection at his convenience. ###-###-####4.  The warranty will not be extended two additional years from the date of these touch up services.Sincerely,[redacted]

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 conducted a detailed assessment of the entire exterior of the house prior to offering their original contract.  At the time of the consideration of the contract, no mention was made of the possibility of the paint peeling over previously painted surfaces.  Certapro presents the ad hoc argument that the house should have been stained rather than painted.  I too wish the wood had been stained, but I cannot reason that the failing Certapro paint can be blamed on the decision of the previous owner of the house.  Some of the peeling is on sections of unprepared bare wood or over Certapro applied primer. 
 
In engaging a professional painting firm, I had the reasonable expectation that the surface would be prepared in accordance with current acceptable practices as specified by the paint manufacturer ([redacted]).  Whatever the reason for the peeling, Certapro should have taken whatever steps necessary in the preparation of the surfaces to receive the new paint and provide a coating with a reasonable lifespan.
 
The failing paint was caused either a lack of technical knowledge or by too many corners cut by Certapro painters.  I am now left with an exterior surface which continues to peel and without any recourse of warranty for current and future problems caused by a defective paint job.
 
Regards,[redacted]

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