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Consumer Complaints

BBB Accredited Business since 09/08/2004

Advance Painting and Roofing Contractors

Phone: (704) 529-8405Fax: (704) 910-0690

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Customer Complaints Summary

5 complaints closed with BBB in last 3 years | 3 closed in last 12 months
Complaint TypeTotal Closed Complaints
Guarantee / Warranty Issues2
Problems with Product / Service3
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Total Closed Complaints5

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (5)BBB Closure Definitions
07/22/2014Guarantee / Warranty Issues | Read Complaint Details
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Complaint
My Car port and storage area was painted 11/13 painted floor, started to peel off. Immediately.

They do not return my call when the say they wil

Car port floor peeling paint. Promised to call back to set up a date to repaint. They don't call and seem to have no intention of follow through.

Desired Settlement
I have called this company repeatedly all I get is a promise to get back to me to set up a date to repaint the floor. They obviously are stiffing me and have no intentions of following up. I will accept a repaint or a full refund.

Business Response
We have been working with Mr. xxxxx since before he filed this complaint. The complaint is technically invalid because we do not warranty floor coatings of any kind (please see the attached copy of our guarantee). However due to Mr. xxxxx repeat business with our company and health we felt compelled to help him. The product that he selected for this application seems to be failing. We have been trying to work with the manufacture of that product to determine the best way to resolve the issues that are occurring but they are unable or unwilling to help us. Since this complaint was filed we have met with Mr. xxxxx and a rep from a different manufacturer to further analyze and determine the best course of action. We are still working toward resolution to make sure that Mr. xxxxx is treated fairly. We do not feel the issues stem from any failure of our company or guarantee but will continue to work towards making sure that Mr. xxxxx is satisfied,

Thank you,

xxxxx, Office Manager



Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
At no time did the Rep that quoted the price and painting indicate that the floor would peel, nor was the product chosen, said to be a problem. To say that they "worked with me from the beginning" is true only if you consider constant promises to get "back to me" without doing so. I do not intend to put continual pressure on myself because of a company that does not live up to it's written and verbal warrants. I do not accept their actions up to this point.

Final Business Response
We have scheduled the removal and reapplication of the work in question which is failing in the car port area.

Thank you,

Advance Contractors

05/23/2014Problems with Product / Service | Read Complaint Details
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Complaint
In April of 2013, we hired Advance Painting and Roofing to paint the outside of our home. They painted our home, our porch, the wrought iron posts and the porch ceiling. They had to come back 2 days later to fix a few problems where one of the painters had painted black on white and the front of our house wasn't painted properly. After they came back and fixed the problems, we were satisfied. Now on to our Complaint. They don't want to Honor their Contract, which they're supposed to come back out once a year for five years to do touch ups. Well, last month my Husband noticed on the side of our house that the paint is peeling and blistering. And our porch is chipping. On April 22nd,he called the Manager whose name is xxxxx. xxxxx told him he would call him back that night and make an appointment to come out. He didn't call. My Husband called xxxxx back on April 24th, and xxxxx told him that the work van was broken down and he didn't have any work men to come out. But he would call him back in a day or two. He didn't. On April 29th, I called xxxxx myself at the office. He answered the phone and was very nice until he found out who I was. He said that he would call me back later and make an appointment but I wouldn't let him off of the phone until he made an appointment with me to come out. I told him all of the problems just like my Husband did and xxxxx said that all of the issues needed to be taken care of and would be. So we made an appointment for xxxxx to come out on May 13th between 9 and 10 A.M. He was a no show again. I called their office a few hours after he didn't show up, and a fellow by the name of xxxxx said that xxxxx wasn't there and asked if I wanted to leave a message. I said to tell xxxxx that he has lied to us for the last time and that the ball is now in our court and I thanked him and hung up.
Product_Or_Service: Paint

Desired Settlement
We would like for our Contract to be Honored like the Company said it would be. They told us they would come out and take care of any and all issues once a year and we still have the Contract that we signed stating that. If they don't want to Honor their Contract, they will be forced to give us a full refund plus any damages that have incurred. Which ever they want to do. But the longer they wait, the more the paint is peeling away.

Business Response
We apologize for the issues regarding the delay in fulfilling this warranty work. The issue with the vehicle did hinder our ability to get this done on the specified date and there may have been other misunderstandings regarding who was to complete the work (i.e. xxxxx is the office manager and does not do touch up work but handles the scheduling of the crews).

AS of this week on 5/20/2013 all of the warranty work has been completed for the homeowners and I talked with Mr. xxxxx who said they were happy.

08/13/2014Guarantee / Warranty Issues
06/10/2013Problems with Product / Service
11/26/2012Problems with Product / Service

Industry Comparison| Chart

Painting Contractors, Roofing Contractors, Gutters & Downspouts, Carpenters, Pressure Washing

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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