ComplaintsforBear Mountain Custom Painting

• Initial Complaint

  06/13/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Sales communication and skill level has gone south over a number of years due to turnover. He have paid Bear mountain a lot of money and they are placing blame on the manufacturer (Pella). We need this job completed and timelines communicated on a regular basis.

  

  Business response

  06/19/2024

  We are shocked by this BBB complaint as the poster is not directly associated with this project or its contracts. The Client of Bear Mountain did not post the complaint, and does not agree with the complaint, however - they are unable to have it removed (as again, they did not post the complaint). This project involves a third-party manufacturer as part of the project work scope. The manufacturer is experiencing some unforeseen delays that are completely out of our control. We did inform the Client of these delays, and the Client understands that Bear Mountain does not have complete control over the third-party timeline. We look forward to completing this project as soon as possible and are working to disclose any timelines for completion as we learn them.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In the fall of last year, after working less than 1 week on my siding job, Bear Mountain Custom Painting (BMCP) informed me that the job was costing them too much and that I would need to pay an additional $7500 (over my agreed contract price) to complete my project. BMCP had been contracted to replace siding with *********************, according to ****** install specs. Their demand stopped my project cold, and when BMCP re-started, they did so with a different subcontractor crew. This crew worked much faster, but at the expense of damaging my home. As the damages piled up, I pointed them out to the crew and was told by BMCPs project manager that I needed to leave the crew alone and let him deal with the problems- he didnt. I continued to document damages, but was told they would not be dealing with most of them when BMCP was presented a list of damages. I declined to let them continue to damage my home and was told I would need to pay in full for the siding work, as well as a contract breakage fee for painting that was to occur after the siding project. In fact, BMCP threatened to put a lien on my home and *** me if I did not pay in full. I ultimately did pay, but then found out they were not paying their subs when the crew supervisor showed up on my doorstep. I also found areas on my home where the crew had reverted to a non-standard, not previously agreed, installation method. I can only assume they were thinking I would never see the incorrect, non-agreed-to installation. BMCP finally offered me a discount, but only if I would sign an NDA to keep my experience private. Details of my experience including pictures, recorded phone call excerpts and security camera videos, are at Bear Mountain Painting Reviews Dot Com. The site documents the problems with the project and my dispute with BMCP.

  

  Business response

  02/21/2023

  This client has posted falsified information regarding this incident.  It is true that our sales consultant made an error (unknown by management) on the project quote specifically relating to pricing of the customer-requested method of installation (not industry standard).  This client had thoroughly reviewed our detailed quote, and even requested some additional verbiage for clarity we revised the proposal verbiage twice.  Note that our detailed proposal / quote does not mention anything about the customer-requested method of installation we planned to install the siding per industry standard.  The options provided to move forward were given as soon as the issue was discovered.  During this phone call the client used foul language and proceeded to kick our crew off of his property.  Later that day, as an honest, fair company, we decided to give the client the benefit of the doubt, and proceed with the customer-requested method of installation.  Once the project was completed, and payment was due the client demanded that we return for touch-*** prior to his release of almost $30,000.  Our contract clearly states that payment is due upon substantial completion (excluding touch ***).  Our touch-up policy states that we will return for touch-*** after 1) receiving completed touch-up list from client and 2) full balance is paid / received.  After great tribulation, the client did pay his invoice, and chose not to accept our offer to waive the 20% cancellation fee of the separate painting contract in exchange for a mutual release of claims; in an attempt to put our differences aside and move on from each other. It is important to note that the client indicated that he did not want us to come back to the property.  The client also stated that his wife and mother-in-law were frightened for their safety in reference to our crews and employees which was very bizarre.  Bear Mountain and this client ended up not being a good fit for each other, and we sincerely wish them the best of luck with their future projects.   

  Customer response

  02/24/2023

   
  Complaint: 18956812
  
  I am rejecting this response because:

  The job was not completed according to industry standards.  In my original complaint, I attached the a page from the *********************** installation specifications detailing how the shingle style siding is to be installed.  That document is labelled ****** Spec 2.jpg. It clearly states that siding is to be butted up against frieze board trim.  Any installation other than as prescribed in the *********************** installation guide would be subject to rejection of a warranty claim, should one be filed in the future.  In my original submission, I also attached a picture of one of the walls that clearly shows the frieze board overlapping the siding. This picture is labelled Frieze overlaps siding.jpg.  This picture is evidence of Bear Mountain Custom Painting's incorrect installation, and it remains incorrect on my house.  On the website I referenced in my original submission (bearmountainpaintingreviews.com) I have recordings of Bear Mountain Custom Painting's owner agreeing to install in manner specified by ************************  His statement runs counter to their actual work on this wall.    

  I am attaching the two documents referenced above once again here. 
  
  Sincerely,
  
  *************************

  

  Business response

  03/01/2023

  Bear Mountain installed the siding per *********************** requirements (the siding can either be recessed underneath the frieze board or it may be butted up against the frieze board).  Industry standard is to install the siding to be recessed underneath the frieze board - this has been stated several times.  We spoke to our *********************** representative about this project (during the project) and were informed / confirmed either installation method is acceptable.  Bear Mountain decided to waive the additional charge ($7,500) for the customer-preferred installation method; and installed the siding per the customer-preferred method.  Again, this was done complimentary, as a customer-service gesture due to a miscommunication / misunderstanding between a BMCP sales consultant and the customer.  
  
  
  The customer made it very clear that they did not wish to have us return for touch-***.  The customer also told us to never contact him or his wife again.  We are assuming that the customer hired another contractor to complete the touch-*** (which we were denied to complete) - and we can not be sure that the other contractor did not modify or damage our work.  
  
  
  Furthermore, the (1) single, blurry photo that the customer submitted with his complaint does not clearly show the siding is recessed behind the frieze board.  There were over ***** square feet of siding removed and installed on this project, but the customer only submitted (1) a photo of his main complaint regarding the installation method.
  
  
  In addition, our General Manager has attempted to contact the customer to discuss these concerns, but he has not heard back.  We will continue to reach out to the customer to attempt to better understand this new position on the matter.  
  
  
  Finally, we believe that we produced a quality product and installation for this customer on this project.  Both he, and his wife were very difficult to work with - but we did everything in our control to close out this project on good terms.  There is nothing wrong with the project or final product, other than a few touch-*** that we were directed (by the customer) not to complete.       

  Customer response

  03/06/2023

   
  Complaint: 18956812
  
  I am rejecting this response because:
  

  Bear Mountain Custom Painting (BMCP) began my siding job installing the ****** siding according to manufacturer specifications.  I can only imagine that it was after they determined they were not proceeding quickly enough to make their profit target,that they contacted us and demanded an additional $7,500.  After resuming the project, at some point they decided to cut corners and begin installing the siding in an incorrect manner resulting in the areas on my home with the frieze board trim overlaps the siding.  We suspect the crew may have been trying to hide this; they likely knew they were doing something counter to what had been agreed because the areas that were incorrectly installed are difficult or impossible to see from ground level.   

  
  The written installation specifications from *********************** state that siding is to be butted up against frieze board trim.  These written specifications are unequivocal.  A verbal statement from an alleged sales representative who is trying to sell more siding cannot be compared to what ****** says in its own installation documentation.  I am attaching this installation document again here (****** spec 2.jpg).  I am also attaching a close up of one area where the frieze board clearly overlaps the siding (Close-up Frieze Overlaps Siding.jpg).
  Interested parties can refer to the website I created to document the project and BMCP problems bear mountain painting reviews dot com.  Here you will see pictures of the problem areas, representative pictures of the other damage BMCP caused and their exit from the project. 
  

  I have not yet corrected these problems, but have cost estimates from reputable siding companies to make the corrections.  We asked that BMCP not return because of their behavior.  In sum, they clearly had no regard for our property or our requests. I am attaching two pictures of the pile of trash they created and then left us with, when removing their excess materials (Trash Left by BMCP.jpg, Trash-2.jpg).  Here is a link to a video showing them backing a truck and trailer across our lawn, because they could not be bothered to move a truck they had parked in the center of our driveway (*******************************************).  We had to involve local law enforcement because they showed up on the property uninvited and unannounced including the supervisor of their subcontractor installation crew who said they were not being paid for the work.  This was well after BMCP had been paid in full.
  

  The use of the term touch *** suggests some paint drips or incomplete coverage of a wall.  We have substantial damage to our home gouges out of siding from rough treatment,holes in walls, broken light fixtures, broken vent housing much more than the term touch *** would ever realistically cover. 
  

  Finally, BMCP claims its General Manager has attempted to contact us.  Aside from one threatening text message on February 17, 2023, we have heard nothing directly from BMCP.  

   

  Sincerely,
  

  
  *************************

  Customer response

  03/08/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  *************************

  

  Business response

  03/08/2023

  Bear Mountain Agrees to proceed with mediation

   

  BMCP

• Initial Complaint

  04/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Met with the sales person in September to get a quote on various items around the house. Signed a contract December 31st to get the work done (although the price did increase by 70% which I did not notice when he sent the final contract but paid). Beginning of April and we have still not had the work completed and are no longer getting any response from the salesperson or the office person.

  

  Business response

  04/13/2022

  This client has been contacted and the problem is resolved.  She has agreed to withdraw her complaint, but is unsure of how to do so. Contacting BBB this week to assist her. 

  Customer response

  04/13/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Return of $4664 tendered for the replacement and installation of 2 residential front doors at ************************************************************ or remove the 2 doors they damaged during installation and clean up with new undamaged doors of the same quality at no additional cost. We have been working with for almost 90 days with no resolution. The resolution they provided involved us paying more money for the doors or receiving inadequate compensation to make the problem go away. We paid them $4,664 for doors they damaged and they are not holding to the obligation of the original contract we signed with them. We have made a demand and will take legal action if necessary at which time we will seek punitive damages.

  

  Business response

  04/07/2022

  Bear Mountain did not cause the damage to the doors it appears that someone abrasively cleaned the window with a material / tool our company would know not to use on glass. The client hired someone to clean up normal debris from the sanding most likely the door was cleaned improperly. The client did not inform Bear Mountain of any damage until approximately 8 weeks after the installation was complete.
  
  The installation of the doors was delayed some due to the client using abusive and foul language toward the crew and staff due to the minimal odor of Minwax stain and polyurethane (stated in the Work Order that we would be using). The client was so visibly angry that the crew no longer felt comfortable / safe working at this property. We made special accommodations to have 2 different crews finish the installation because of this situation.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Job# AT211-521 11/29 $2500 Promises made:. Stand behind the quality of our work - Completing the work on your home before starting anything new - 2 year warranty

  

  Business response

  01/05/2022

  The issues related to the client/s, **** and *****************************, project are standard touch-**** **** was provided with a touch-up form once the job was completed which has a two week period to turn in the client failed to turn in or mention any touch-*** for this project until 12/22/2021 (after the touch-up period ended). The issues were brought up when an additional contract was terminated the night before the start date (terminated on 12/22/2021 per client). Per the signed contract, there is a 20% cancellation fee for any terminated contract which **** refused to pay. There is an outstanding balance of $399 which includes a late fee, interest fee, and a hold on their account. BMCP generously offered to remove the late fee, interest fee, and come back out and take care of the touch-*** as a customer service gesture once the outstanding balance was paid. Ultimately, the client has been unresponsive to our team. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩