Complaint I contracted with this company to paint my house. They did not caulk the widows properly and there was some water damage to one indoor wall.I have tried to discuss this matter with several individuals including *** ******* (franchise owner) **** ********* ******** ****** as well as people in the office. I was told that this is not a problem for which they are responsible and ******* and ******** hung up on me. I complained again to the office and was told that they would convey my complaint to their customer complaint office. This was several days ago and I have not heard from anyone regarding this matter. In addition, when I agreed to hire this firm I was told that it would take approximately 4 days They did the job in just 2 days and I am not satisfied with the quality of their services. They have shown themselves to be irresponsible, arrogant and uncooperative.
Desired Settlement The decency of a response and apology as well as partial assumption of the cost of repairs.
Business Response This response was provided verbally to BBB:
We did paint this customer's house but we have nothing to do with his windows. The customer told us he had some cosmetic work done on the front of his house, including his windows, prior to us painting. After we painted his house he called saying that we did not caulk the windows. We tried to explain to him that we do not do this type of service and we can't do it because we aren't licensed to do any construction or windows. We are not responsible for this claim and the customer should try to call the company that worked on his windows.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I quote directly from the contract I signed with this company. " Recaulk previously caulked gaps and cracks where necessary to help seal out moisture and drafts" "The band of a front window will need to be caulked well" prior to painting". What additional evidence is needed to indicate that CertaPro failed to meet the conditions of the contract? And to think that I hired them for a second time because I thought they were honest, reliable and responsible. They are none of those things.
Final Business Response The document is attached. If Mr. ******* will send you his signed copy you will see it has not been altered or changed in any way. This contract was entered into Certa Pro's computer system where it cannot be altered in any way by us because we have to pay royalties on these contracts. That can be proved if necessary. The contract clearly states in Special Notes that Mr. ******* had new stucco work done around his window. It says we will caulk which we did do. It also says we will double check for a good seal. As I told you, we clearly told Mr. ******* several times by several of our people that the window did not have a seal and we don't do window installation nor do we seal construction work by other contractors. He was told by several of my staff and myself several times. We clearly told him to go back to the stucco repairmen and have them finish their job by sealing the window and then he can repair his seepage damage.. But what is most important is please see the notation that the stucco damage and damage to his house was from water seepage noted 10 days before we even painted Mr. *******'s house. This proposal was done on April 29, 2014. We painted Mr. *******' house on May 8, 10 days after the proposal was presented to Mr. *******. He complained to us on May 21, 13 days after we finished painting. The water seepage damage was from before we painted his house. He is trying to get us to fix his seepage damage for free which we have nothing to do with. Please do not post anything on the BBB website and do not record in our file anything from this man who definitely has dementia issues. If you have any questions or this is not clear, please call me at XXX-XXX-XXXX.
This time line and document shows this man is either suffering from memory issues or he is a poor con artist trying to scam us and get something for nothing. Like I said, we paint houses, we don't do stucco and we do not do window installations. Thanks for your help in this matter. Attached PDF document is the contract.
Complaint The painter sent by the Certapro Company sprayed outdoor texture spray on the bathroom wall, used caulking to fill holes in the walls instead of spackling, painted over the anchors in the walls instead of removing them. He used latex paint on top of oil based paint on the baseboard, door jams, and doors in the bathroom and laundry room. He did no prep before he started the job. (ie. filling holes and gaps in the walls and woodwork, sand rough areas on the walls and woodwork, fill chips and cracks in the wood). Consequently, the paint is peeling off of the woodwork and the company has not offered to fix the problem. They have failed to return phone calls. Now we have had to hire another painter to fix the damages caused by the so-called painter.
Desired Settlement We are having another company fix the damaged items.
Business Response This response was provided verbally to BBB:
We visited this customers home 3 times. We redid the job each time. We never collected a nickle on the job and never asked her for payment. We did everything we could possibly do to make her happy. We suggested to her to hire another contractor to do the job. She basically got a free paint job. There is nothing else we can do, we never charged her anything.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) They made an appointment to come back and take off the latex paint which was incorrectly painted onto oil based paint on door frame and moulding in our bathroom, but did not keep the appointment. When I called, they informed me that they would call back to reschedule the next day but never called back.
Final Consumer Response This response was provided verbally to BBB:
We are very dissatisfied with the business. The way that they treated this situation was inappropriate.
We had to hire another painter come in and fix the issues they created.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in West Florida. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
*Certapro Painters N. Pinellas and W. Pasco is in this range.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
This includes situations where BBB cannot locate business, business is no longer in business, or business is in bankruptcy and complaints must be submitted through bankruptcy trustee.
Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
BBB began including complaint response text in BBB Business Reviews on October 1, 2012. BBB reports the complaint response text for all reportable complaints against a business that are received electronically.
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
Some Better Business Bureaus offer additional content and services in BBB Business Reviews. The additional content and services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release. Not all enhanced content and services are available at all Better Business Bureaus.
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
5 points per review
3 points per review
1 point per review
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business. Details
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.