ComplaintsforCertaPro Painters of Columbus, OH

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August,2023 certapro painted whole house tavern taupe base and black trim including doors. The cost $5880.00 with a warranty. I contacted certapro end of April 2024 due to bubbling, chipping and peeling paint on both trim in black and base tavern taupe. Also for light power wash. **** came out took photos of defects in paint and quoted the power wash to include windows. Power wash completed first part of May 2024 and they performed terrible job completed in a rush of 25 minutes at a charge of $250. I have been receiving the runaround about completing the warranty work. I have sent multiple emails and calls and keep getting out off. I was not treated this way last year when I hired certapro. If they do not want to perform the work properly then reimburse me if I hire another company or come out and do the job correctly. It has been almost two months since I filed a warranty claim. If BBB cannot resolve I will be moving forward with additional legal action.

  Customer response

  06/28/2024

  **** the owner contacted me and sent two person crew to attempt to perform repairs over a week ago. The work is sub standard  and still not completed. I have not heard back from owner or crew for completion. Also I have not heard about the outstanding bill for unacceptable power washing. If I do not hear back with a resolution to this problem thru the BBB I will take my claim to small claims court for certapro to reimburse me for additional paint company to come out and correct their poor workmanship. Im fine trying to be nice and patient its been two months. 

  

  Business response

  07/01/2024

  This is a customer that we signed this year for a wash only job. We had painted her exterior last year and she paid in full.  When our estimator did the bid she showed him some warranty work that needed completed. Our estimator sent it to our field supervisor via text, and a punch list was created.
  
  House was washed by our power washer, but customer is not happy with the wash stating that they were there less than 30 minutes and just sprayed water on the house. She has not let up on this. Please be advised, this is a very normal time frame to have a wash done with professional power washing equipment and any good power washing company will wash your house in about 30 minutes. 
  
  She then was upset about the delay in getting to her punch list. Our field supervisor emailed the punch list to the customer on 5/29/24. We sent email communication on 6/11/24 to schedule punch. We had no response from customer. Customer then wrote a ******************** review because we had not completed the warranty work around 6/18/24. I scheduled punch crew for the next day per  direction- she did respond to us at this point. 
  
  Our punch crew punched out the house over the following 2 days (this was during the heat wave). Customer was upset because she was taking time off of work to accommodate them, and was upset that they were only working half days. When I explained that the heat caused them to only work half-days she did not like that answer. Our crew was able to finish 90% of the punch. They could not finish one door as she was not available/willing to leave door open to paint it, and a section of siding above the front door where there is an aluminum awning. They are not able to access it due to the awning not being structural.
  
  Once they  finished what they could, I explained to the customer the limitations, and that she would need to have the awning removed for us to get to that area. She was not happy with that since we didnt have to do that when we painted last year. I explained that I am not sure how the original crew accessed it, but it is not safe for us to walk on it. I then told her I would try to get some advice on additional ways to access it. I told her once I got that figured out we would come back and do that and the door.
  
  Her expectation has always been ASAP next day service. She was demanding crews be there at 7am to do the door so it isnt too hot. I explained to her that the crew is coming from far away and that they likely cannot be there that early.
  
  Overall she has been upset with communication (some of it is valid, but some is self-inflicted), and unhappy with the wash. My last communication with her was yesterday 6/27/24 where she asked when we could get started. I asked her for her availability today and next week. She told me she was travelling next week but would be available today. I didnt not have anyone available today. She now texted me today that she is unhappy and is going to hire a new painter to finish the warranty work. 

  We have been ready, willing and able to remedy things for this customer and timelines/work have been responded to with impatience and unrealistic expectations. We would be willing to go back out and finish the small amount of punch as we always stand behind out work- as shown by us quickly responding to warranty work this year. 

  Customer response

  07/08/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21863148
  
  I am rejecting this response because: first the person speaking in fact portrayed himself to be the OWNER of the company and in fact was not. Only after multiple attempts at contacting thru telephone, text and emails the REAL IN FACT OWNER contacted me. I have made all reasonable attempts to accommodate this company at completing the warranty repairs. I dont believe being at home and arranging work from home only have NO CALLS NO SHOWS is self inflicted. The owner has been at my home and has taken photos and discussed what he is willing to do to complete the warranty work and clean windows and house properly. This was in fact on 7/3/2024. I have yet to hear back regarding scheduling for paint repairs and cleaning. 
  
  Regards,
  
  ****** Hafeezbey

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