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BBB Accredited Business since
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This company offers residential and commercial painting contracting services.
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A BBB Accredited Business since
BBB has determined that CertaPro Painters of Roanoke VA 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 CertaPro Painters of Roanoke VA include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 1 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||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
DPOR - VIRGINIA
3600 West Broad Street, Richmond VA 23230-4917
Phone Number: (804) 367-8500
Fax Number: 804-367-2475
Roanoke City Business License
Phone Number: (540) 853-2524
State Corporation Commission
P.O. Box 1197, Richmond VA 23218
Phone Number: (804) 371-9733
Fax Number: (804) 371-9211
Type of Entity
Business ManagementMs. Kelly Fleming, Treasurer Mr. Scott Fleming, General Manager
PAINTING CONTRACTORS HOME IMPROVEMENTS WALLPAPER INSTALLATION & REMOVAL
Alternate Business NamesCerta Roanoke, Inc.
Industry TipsBBB TIP Tips for Hiring a Contractor
2716 Colonial Avenue, SW
Roanoke, VA 24015 (540) 400-8923 (800) 462-3782 Directions
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Types of Complaints Handled by BBB
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BBB Complaint Process
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Additional Phone Numbers
- (800) 462-3782(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating Overview
BBB Customer Reviews Star Rating represents the customers opinions of the business. The Customer Review Star Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score. Below is the Customer Review Star Rating scale.
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB Customer Review Star Ratings are not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Star Rating in addition to all other available information about the business.
Problems with Product/Service
Read Complaint Details
Complaint: I filed a negative action against certa-pro on 4-6 2013 regarding their staining my house. Their rep responded and came over the next week. we discussed the peeling paint and patchwork quilt look of my stain. he agreed to fix it if I would remove the complaint. I said I would. He called twice in the next two weeks and said his crew would be over to fix it . I am still waiting. It is over two months later since I filed the complaint. I have not heard anything from him since his initial promise to come and fix it.
Desired Settlement: I would like him to finish what he promised.
CertaPro Painters completed this job in August 2010 and the customer made a complaint with the BBB 2 ½ years later, well after the warranty period expired. The customer never contacted our company directly at any time with concerns about the job. We immediately responded to the complaint made with the BBB and in good faith agreed to fix any problems even though the warranty period expired. CertaPro Painters takes pride in our work and we want every job to end with a positive outcome for every customer. The spring and summer months has been very rainy and has made our exterior job production difficult to meet our high demand. Reasonably, we are foremost obligated to service our current customers in a timely manner. We have contacted the customer by telephone and left a message with no return call yet. We hope to resolve this soon.
Consumer Response: Better Business Bureau:I am responding to Certa-pro’s response to you earlier this month. I am still willing to let them do the work on my house but I will not remove my comments from ******* ****. It is a public forum and I put my comments on it. Next, Certa-pro will l want to censure everything I say and post. I consider it unethical for them to request this.
Business Response: We completed this job on August 15th of 2010. And, after completion we never received a call from Ms. ******** that she was unhappy about the job we did.In fact, we learned that she was happy when she posted negative feedback on the BBB sometime around April of 2013 ( the complaint came later). Further, she told me when I called concerning the issue, that she only posted feedback because she could not understand why we had such a good rating?? I then scheduled a meeting with her, discussed her concerns and indicated that we would address her issues even though 1). Her two year warranty had expired and 2). Many of her issues were with horizontal surfaces(standing water, foot traffic) that are not covered by our warranty even inside of two years.As you will recall, the spring was very rainy and quite challenging to get any outside work done so we were not able to address as soon as we would have liked. The next thing we know without warning (again) she then posted a complaint with the BBB and also gave us very poor feedback on AL. Despite this, we still offered her a solution, but she declined to accept our solution. Again, we wanted to fix the issues with her but we also did not want to open ourselves to liabilities outside of our two year warranty with the more than 1500 jobs we have completed since March of 2007. We appreciate your consideration in this matter.Scott Fleming
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.