ComplaintsforACN Painting LLC

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ACN Painting LLC has contract to honor 10 year warranty for paint job at my home but refuses to respond and fix issues. Warranty expires in ****. Original job was shoddy but they promised to make right and honor warranty yet ********************* is refusing to respond and home is getting worse.ROC: ******

• Initial Complaint

  07/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/5/20019 ACN Painting LLC provided an estimate to paint and repair stucco cracks at my rental property located at ****************************************************************. On 03/22/2019 ACN Painting was paid 50% of estimate $1800.00 with balance to be paid upon completion. The job was completed on 04/02/2019 see invoice ****** total paid $2600.00 ACN Painting warranted all work for a period of 5 years against peeling and flaking of paint. They also state that when applied correctly the paint will leave a protective barrier on the home to protect from the harsh ******* weather that could potentially cause damage. On 08/04/2020 ACN Painting returned to repaint stucco that had cracking over 35% of the home. All work was completed under warranty on 08/05/2020. On 06/27/2022 I notified ACN Painting that paint was peeling away from the back of the house. Sent pictures and asked for someone to come out and look at the issue. On 06/28/2022 I received notification that its a structure issue causing the crack and not covered under warranty. Nobody ever came out to look at the problem from ACN, I notified them that I paid them to repair the stucco cracks using a special elastomeric product from **** ******* that they applied prior to painting. They replied they only warranty the paint.On 06/29/2022 I filed a complaint with **** ******* and they sent a representative on 07/01/2022 to inspect the paint issue and samples were taken back to there laboratory for analysis. On 07/12/2022 the representative informed me that results from the lab showed all layers of paint applied by ANC Painting was peeling away from the stucco and was most likely caused by over application of all the products used from **** ******* and not properly preparing the surface prior to application. The representative said he notified ACN Painting of the results and recommended repair be performed under warranty. As of 07/23 ACN Painting will not return the representative or my phone calls or text messages.

  Business response

  08/09/2022

  4/2/19 ACN PAINTING completed an exterior paint with existing visible cracking in stucco. ACN warranty only covers up to 5 years for peeling and/or flaking of paint only. 8/4/20 Client made a complaint to ACN for stucco cracking on home. 8/5/20 Owner advised client that stucco is due to prior issues. ACN repaired stucco & repainted the home under ACN warranty. 6/27/22 Client sent a text with pictures and an address stating 'estimate'. 6/28/22 Client sent a text of pictures stating 'additional pictures' Please have ***** call Client about pictures. 6/28/22, ACN response "Hello *****, thank you for the additional picture. That is a structure problem which avoids the warranty. That is a crack in the structure which caused the stucco to crack. Our warranty only covers chipping and peeling of paint. This is  the decision from the manger however we are still pending a final decision from the owner. We appreciate your business and patience on this matter. Thank you."
  6/29/22, ACN gets a text from Client that he has filed a claim with our *********************** rep and the BBB. 7/13/22, Client requested an estimate on a different home. 7/20/22, Client send message stating Client will have paint that is peeling repaired. Per our ********************* laboratory testing results from collected samples of fallen paint from the Clients home, the findings are as follows: The sum of the thickness of the entire delaminated material measured a dry film thickness of 23 mils, consisting of 6 layers of materials distinguished with varying shade of tan, brown, and white colors. The telescopic images indicate proper cohesion and adhesion between each layer. The overall weight of the coatings cause a fracture at the substrate and release from itself and the subsequent paint layers along with it. Multiple coat peeling started from its original paint job. 7/1/22, ACN informed the Client of the resolution: We will come out to repair and repaint, but at a cost to the Client. We will apply a discount to the cost.
  

  Customer response

  08/25/2022

  ACN painting has not offered me any resolution what so ever. They will not return my phone calls or text messages. They didn't even show up at the inspection performed by the State of ******************************** today.
  
  The paint by there own admission is peeling away from the original paint job. "The overall weight of the coatings cause a fracture at the substrate and release from itself and the subsequent paint layers along with it. Multiple coat peeling started from its original paint job" The home was never painted until I purchased it and had ACN paint the interior and exterior.
  
  The ************************ investigator with the **************** inspected the property on August 15, 2022 and determined that the paint applied by ACN painting is peeling away from the original application due to improper surface preparation.
  **** ******* representative also advised ACN of the same findings prior to the states inspection.
  
  ACN provided a 5 year warranty for all work against peeling and flaking of paint. ACN needs to stand behind their continued advertisement that they are a premium painting company that provides quality work using nothing the quality products on your home.

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