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BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Superior Painting and Remodeling meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Superior Painting and Remodeling include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 5 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||5|
|Total Closed Complaints||5|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Ernest Espinoza, Owner
Painting Contractors Wallpaper Removing Construction & Remodeling Services Remodeling Services Hardwood Floor Contractors Granite Countertops Countertop - Fabrication Floor Materials - Retail Tile - Non-Ceramic - Contractors & Dealers Pressure Washing Marble & Granite Installation, Stonework Fabrication Contractors - Flooring Contractors - General Contractor - Remodel & Repair Drywall Contractors Floor Coverings & Installation Home Improvements Graffiti Removal
Alternate Business NamesSuperior Colors Superior Painting Company
Industry TipsTips for hiring a contractor
1141 N Loop 1604 E Ste 105 Ste 254
San Antonio, TX 78232 (210) 449-0193 Directions
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Additional Phone Numbers
- (210) 495-4760 (Fax)
- (210) 495-4760 (Fax)
- (210) 655-2658 (Fax)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
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Complaint: I contacted (***** ******** ******** *** **********) and hired Superior Painting and Remodeling LLC for painting services at my residence of **** *** ******* **** **** **. They began painting my property on Thursday June 12th. My husband and I went to check the status of the property the next day Saturday June 14th to find the residence extremely hot and the strong smell of tobacco smoke. Upon further investigation we noticed the largest window in the residence wide open and the HVAC turned down to 74 as we had it fixed on 81. I immediately went to check the HVAC unit and found it completely frozen and the culprit for the smoke smell with cigarette butts in the floor soaked in the condensation of the frozen HVAC. We then began looking around the residence to find my sliding glass door blinds had been removed and placed in the middle of the living room floor where they had clearly been stepped on and crushed in the middle as well as being covered in texture overspray. In addition to the painting services we had employed Superior Painting and Remodeling to fix a crack along the interior roof. The crack had been repaired but in the process there was an extreme amount of ceiling texture negligently tracked throughout the home. Superior had put a plastic covering over the living room carpet but the hallway and 3 bedrooms had no protection and the carpet was covered in sheet rock. There was also a large amount of trash throughout the inside as well as outside the property. In addition there was a 5 gallon bucket of paint sitting in the middle of my living room carpet with the lid off. We contacted (***** ******** ******** *** **********) regarding the state of our residence, our concern that things were being handled with such negligence, our property left unsecured overnight, and most importantly the condition of the HVAC as a result in which he immediately denied any wrong doing on his or his crew’s part. In turn he deflected the damages back on to us completely fabricating a story that I had told him my HVAC was already in ill repair. Let me state that this allegation is completely false and ridiculous on its face as there would have be no reason for me to have ever discussed the HVAC with (***** ******** ******** *** **********) upon seeking his services as he is not in the business of HVAC's but in the business of painting. Before leaving the residence my husband completely taped off the thermostat sealing it, and in block lettering wrote “DO NOT USE!!!!” We repeatedly called ****** only to reach his answering service. When he would communicate with us which was very sporadic at best, ****** continued to deny any wrong doing in any way on his part and informed us that he went to our residence and turned on the AC and that it was working fine in turn contradicting his story that we informed him that the AC was already in ill repair beforehand, and disregarding our verbal instructions not to use after my husband had sealed the thermostat with tape and labeled “do not use”. Mind you we were trying to let the unit completely thaw out in the hopes that it would resume functioning. He also informed us that we should not be touching our own blinds until they were finished with the job. My husband and I then returned to the property the next day to find the tape removed and the thermostat now set on 69 and that he had clearly tried to cover the damage to our blinds by unbending the crushed center although they no longer work. We never asked ****** for anything at this point except to acknowledge their mistake and give him the opportunity to at least call a technician to look at our HVAC unit, neither of which he would do. Again the only thing we did ask is that he not touch the unit which he proceeded to do anyway. My husband again taped off the thermostat, labeled do not use, and we then took it upon ourselves to call an AC technician. The technician arrived the next day and had to cut the coils out of the unit and replace at a cost to us of $620 dollars. The paint staff was on-site as this occurred. I would like to state for the record that the very first question the AC technician asked was if the paint crew was shooting the texture with the HVAC running. He informed us that appeared to be our issue in conjunction with having to work so hard due to the open window and low setting in turn causing it to freeze. I did speak with one of Superior’s workers and he admitted to me that they had indeed shot the texture with the AC running. The temperature during this time in Texas has been in the high 90’s -100’s. For the record, the temperature in the house when we discovered the issue was 91 with the thermostat set by Superior’s crew at 74 running full blast with a wide open window. The technician also stated the coils were completely blocked and that there was absolutely no way any air was getting through that unit, completely dispelling (***** ******** ******** *** **********) statement to us that he had turned the unit on and that it was working just fine. In addition to the damages, denial of any wrongdoing whatsoever, and deflection back on us with completely fabricated claims, (***** ******** ******** *** **********) had the audacity to accuse me of trying to contract his workers on the side to do the exterior of the house without his knowledge. Again absolutely absurd as I had signed a contract beforehand with ****** to do both the interior and exterior painting of the residence, not to mention we were obviously absolutely shocked at the state of our residence and negligence on their part and in no way would we ever be interested in doing any further business with them. In addition upon signing of the contract, (***** ******** ******** *** **********) agreed that the inside job would be completed no later than Tuesday June 17th. I spoke with ****** on Wednesday June 18th admittedly upset at this point due to what I have already stated as well as the property not being finished. I informed him he needed to be completed and out of my residence by close of business day and hung up the phone. Again my husband and I returned to the residence after business hours to find the job not only incomplete but that they had clearly not even been to the residence, again with no communication or update in anyway. (***** ******** ******** *** **********) contacted by email at 7:52pm that evening stating that he assumed I just wanted him out and informed his crew not to show up that day, again in complete opposition to what I had stated. I responded to his email and stated that his assumptions were incorrect and that he indeed needed to complete the work that I have already paid him in full for by close of business the next day as well as offer me some kind of resolution for the damages to my property. He replied that he would complete the work the next day and respond in full to our issues regarding the damages that evening. He sent one crew member to paint the next day as we had an electrician on site all day who informed us of the situation and again they still did not complete the job. It is now Friday June 20th and no one from Superior painting has returned to our residence for completion of the work, nor did he address our issues in any way as he stated he would the evening before. There has been no response from him at all. In addition I have photos to prove my claims regarding the frozen HVAC, the condition of my blinds, and the cigarette butts in the floor. I also have in writing where (***** ******** ******** *** **********) admits to opening the windows, turning on the AC after instructed not to, as well as his absolutely slanderous claim that I tried to contract his workers on the side for a job I had already signed a contract with him to do. They also packed up the remaining paint that we had purchased upon leaving the premises the last time in hindsight telling me they had no intention of returning and stealing property that was ours. At this point I am seeking: 1. I would like to have the work completed by another source at a cost of $150.00 2. An additional $150 down payment for the exterior which we informed him we will not be proceeding with. 3. Reimbursement for the HVAC repair costs of $620. 4. Replacement costs of our sliding glass door vertical blinds at a cost of $49.97. 5. Carpet cleaning at a cost of $120. 6. $50 for taking the remaining paint that we had purchased. 7. Release from any further presumed obligations.
Desired Settlement: A reimbursement of coast and damages totaling $1139.97.
This response to case no. ******** is made by ****** ********, owner of Superior Painting and Remodeling. I was contacted by *** ***** to provide an estimates for interior and exterior work to be performed at **** *** ******* *** ******** *****. I met with *** ***** and we agreed to pricing for both projects (See invoice(s) No. ***** and Invoice No. *****). It was during this meeting that *** ***** mentioned to me she was having problems with the HVAC and that she was going to have an AC tech come by. *** ***** submitted the required deposit for the projects and signed both contracts. We agreed to a start date of June 12th. When my crew arrived, the HVAC was on and the home was hot inside. My crew opened windows so that it would be a little cooler while they worked. It made no sense for them to open a window if the HVAC was cooling the house. I did speak to one of my crew members and he said they had left a window open upon leaving the residence at the end of the day. I would mention that I had noticed cigarette butts in the garage when I first met with *** *****. Upon being notified by *** ***** about the cigarette butts, I personally went to the home to check on the conditions she allegedly believed were cause by my crew. Upon inspection of the exterior of the home, I saw numerous cigarette butts around the perimeter of the house and outside the back yard. I was also approached by the neighbor next door and I asked the lady if she knew the previous owners. She told me that they were heavy smokers that had lived there and that they were constantly smoking indoors and out. She said she could smell the smoke from her home. Furthermore, no member of my crew smokes cigarettes.
Problems with Product/Service
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Complaint: I have used this company in the past with great success (we had a contract in place). With this episode, we had a tentative contract drawn up in October 2012, but did not have a current one in place when the work began in November 2013. We were charged more than we had initially agreed upon, and the work was not as requested. We had discussed verbally prior to painting that things would be done in stages (we were having floor repairs done as well), and this included painting the ceiling and base boards. The issue included the following: (1) Company representative did not remember we had agreed on painting the ceiling (2) Company representative painted the base boards, after not remembering we had agreed on this, and I had to perform the work myself after the floors were placed (3) Company finished the work in one day (Friday) when it was made clear they would need to return on Monday AFTER the flooring work (4) Company stated the floor crew would be responsible for touch up work, which was not agreed upon (5) Company needed a quick deposit to establish the work date, but did not follow up with a contract as requested by me on numerous occassions
Desired Settlement: I would like the company to be reprimanded for their limited business approach in this situation, and have a percentage of the amount refunded. I never look forward to paying $2000 for work and having to spend hours completing it myself.
This is in response to Complaint No. *******. We appreciate the customer’s note that they were prior customers who said they used this company with great success. That said, we pride ourselves on having repeat customers who contact us for their home remodeling projects. We were contacted by Mr. ******* over a year ago to provide him with a proposal for work to be done at his home. Mr. ******* asked if Superior could honor the prior proposal. Upon discussion, Mr. ******* was informed that the prior contract could not be found due to new computer systems in place and that it would be extremely difficult, if not impossible, to quote the original proposal. I offered to go by the home and review the scope of work to be done. After meeting with Mr. *******, I asked him if he could recall the price of the proposal and if so, I would honor the price even though it had been over a year that I had given him a quote. He said he believed the price was $1,900.00. After further discussion, Mr. ******* said not only did he want the original work to be done, he had additional work that he wanted done that was not on the original proposal. I told Mr. ******* that we could do the additional work and that the final price would be $2,000.00. This was a verbal agreement and he agreed. We commenced the work and we put extra crew members on the job because he wanted the work to be done prior to flooring being installed. We met his deadline and completed our end of the project. It was only until after the flooring installation was done that we had a disagreement. Our own agreement did not mention any work to be done post installation of any flooring. I spoke to Mr. ******* on the phone and he asked if I would agree to paint all the shoe molding to be installed prior to our leaving the job. I told I would do so and did so. To address the numbers in the customer’s narrative:
Problems with Product/Service
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Complaint: Summary: We had intended to contract with ** ****** ********, Superior Painting and Renovating, **** * **** **** * *** **** *** ******** ** *****, to paint our house; however, within a couple of hours of discussing this with ** ********, we cancelled the job in favor of a lower bid. ** ******** was apparently extremely offended that we chose to go with another contractor, and refused to acknowledge our cancellation, after text, email, and many phone calls. He cashed our deposit check of $2775 after having been notified of our decision to cancel and has refused to repay the deposit in spite of having repeatedly agreed to do so, under two separate sets of conditions identified by ** ********, and our almost 2 months of attempted resolution. ** ******** would not even discuss resolution initially, stating we would hear from his attorney, but we heard nothing. After being contacted by our attorney, he said he was planning to use the color specific paint he said he had purchased for our house on another job, after which he would fully refund our deposit. (From the beginning, we offered to pay for any job specific expenditures with proof of purchase) Again we heard nothing, and our attorney called him again with no answer. ** ******** finally sent an email , now stating additional requirements before he would return our deposit. He stated that he required a Release of Claims before he would return our deposit (which we had another lengthy wait for), and that if we signed the Release and returned it to him by scan/email, he would send our deposit to us by certified US mail. He refused numerous attempts to arrange for a direct exchange of the Release for the refund. We finally signed the release with the added statement that it was valid upon repayment of the full deposit. This was sent to him on 20 June 2013. It has been an additional 3 full weeks and he has not returned our deposit and will not return attempted contacts from our attorney. We have prepared a more detailed explanation to provide if you need it, as well as copies of multiple emails between us, which were punctuated by numerous attempts by our attorney to contact him.
Desired Settlement: Full, immediate, and unconditional refund of $2775 deposit.
This is in response to the BBB complaint no. *******. By way of chronology referenced below are the true facts that contradict the allegations made by the *********. The ********* did contract with Superior Painting (Contract No. ****). We had a signed contract confirming the commitment by the ********** to have work done at their home. I met with the ********** on May 21st wherein we discussed the scope of work to be done. I prepared and emailed the ********** a contract on May 22nd at 9:11 a.m. and we met thereafter the same morning wherein there was an agreement to the contract price and in addition, a request for more work to be done which was handwritten in to the contract by **** ******** which also changed the contract price. I was given a piece of stucco off the house in order to order and purchase the paint (custom color match) and the stain for all sides and rear fencing was also a special order. Thereafter, I was given a deposit for ½ of the total contract price. Once a contract is signed, it is my obligation and duty to provide the services as stated within that contract. The ********* also requested that I expedite the project as they had a self-imposed deadline to meet. All that said, once I received the deposit, I immediately ordered the paint and materials to be used (custom color match) to assure that the paint would be ready for when we were to start the project. I also made arrangements for my crew to proceed with the project and re-arranged other scheduled projects in order to meet the ********** deadline. Everything seemed to be running smoothly up until I abruptly received an e-mail from **** ******** stating that she had received a lower bid and asked that I tear up the deposit check.
We are in receipt of **** ******** response and understand that a copy of the signed Release has been submitted to the BBB. However, we have not had the opportunity to review the signed Release for any edits, etc. Therefore, we would appreciate that a copy be send to us to confirm the terms that were stated within and to ensure that they have not been altered. That said, I would reference itemized section number (2) wherein it states:
[A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID *******, and find that Mediation is necessary.
Problems with Product/Service
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Complaint: According to the contract the final 25% of the payment was to be made after completion of the job. ****** ******** demanded the final payment before the job was completed. When we said the agreed upon work was not done, he became abusive, threatening, and walked off the job, refusing to return our house keys.
Desired Settlement: Apologize for his behavior, return our key
This is in response to Complaint No. *******. On November 22, 2013, I spoke to Mr. & Mrs. **** and informed them that the scope of work had been completed. During the walk through, Mr. **** began speaking of additional work that he wanted done that was not within the original contract. During this discussion, it became apparent that the ****s were going to withhold the final balance unless we did extra work for them. I’d mention that all the while during the work that was being done, Mrs. **** would speak to my crew members and request work that was not agree upon or contracted for under the pretense of not having to pay for the additional work. Unfortunately, my crew did perform additional work without my approval and this work was outside the scope of the original contract. I then spoke to my crew on several occasions and told them that they were to direct Mrs. **** to me in the event she continued to request work that was not within the contract.
|6/4/2012||Problems with Product/Service|