ComplaintsforVivax Pros

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had Vivax Pros paint our exterior of my house three years ago in 2020 for $6,800 this included their extended 8 year warranty, which I paid extra for. There was poor workmanship since day one with over spraying the trim paint on the base paint (per their contract it was to be hand painted on) many areas that had to be corrected, wood not being painted on undersides of many boards all along the back of my house. Also large areas of wood not caulked, which has led to wood siding damage. This is the reason for the complaint. There are 4 boards in a total of 27 in length that need to be replaced, due to rot. The current part owner of Vivax named ***** has seen the problem first hand on September the 8th 2023. He is refusing to replace the boards even, though we have an extended warranty with his company. And he could see that his painting team caulked over something verses dealing with it at the time. So now it is worse and effecting surrounding boards. I had Eco Restoration come out and take a look at soft and deteriorating wood and tell me the cause of it. They said it was due to not being sealed and caulked correctly. The painting crew also sprayed 2 crawl space vents. ***** admitted the issues and does not want to warranty the boards and take the responsibility of replacing them. He wants me to pay for it. I asked ***** if he wanted to take care of this and replace the 4 boards or have Eco restoration do the work and he pay them. He told me he is unwilling to do either. He refuses to address the problem and take care of it and pay for it despite our warranty, and despite the poor workmanship that was done which led to this problem.I am having Eco Restoration write up a report and estimate for repair cost. I will add that to the complaint once I receive it. I I would like Eco Restoration to do the wood work and get paid by Vivax. Or Vivax can do the work themselves with replacing the 4 boards, wood around the 2 vents and screens. Prime and paint.

  Customer response

  09/25/2023

  Here is the estimate from Eco Restoration for the repaired needed.

  As well as my original work order and contract for work done and the warranty information with Vivax Pros. 

  

  Business response

  09/26/2023

  *****-

  All warranty items will be addressed at no cost to you. It's always been our intention to take care of those since ***** came out to your house to confirm that. We also agreed to replace the vents we painted shut. No questions asked, that was our fault and responsibility and there will be zero charge to you. We should have identified the wood boards 2 years ago that needed to be replaced in our original paint estimate. That's why we have a wood replacement **** so that we can reliably warranty our paint jobs better. Wood that we dont replace is not covered under warranty (since its not our workmanship) but since we didnt identify those as needing to be replaced prior to paint, we will go ahead and cover those in this instance at no cost to you. 

  Customer response

  09/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jan 20 2023, Vivexpro came to paint my house for the sun of *******. After a few weeks I called them cause my front door was pealing, the came out and repainted the doors. The doors still pealed and they came back Mar 16 and repainted once again the doors pealed. On Jun 5 they came out and reprimed and painted the front and back doors, they left the back door with a bunch of runs and they came back out on 10 Junto repaint, they came out and had to repaint the door twice because the door did have a smooth coating, I sent them off knowing they where just going to make matters worse. *** also been in contact with ******************************* and know they used the improper paint on my garage door, I addressed this went they came out in Jun, but they used the siding paint to fix the issue instead of the proper paint. Now the doors are once again pealing which shows they where improperly prepped, I also noticed the caulking they applied on the siding is now coming apart at almost every seem and it showed they broke the hardy sliding corners, I had a siding consult come out and let me know the cost of the damaged siding to replace $3770. Im asking to for reimbursement for the paint job and the cost to repair my siding.

  

  Business response

  09/29/2023

  We are more than happy to come out and address anything that needs attention. We have offered to do so and were turned down. Door issues and calking will be addressed as soon as we are allowed on property. We will also take a look at the cracks in siding. We would also like to review with you multiple pictures of the siding that were taken at the initial estimate that show these cracks on the home prior to any work being done. We do these pictures standard on every home we estimate in order to get an idea of previous condition and get some "before" photos. We would very much like all issues resolved and are apologetic for the inconvenience! 

  Customer response

  10/05/2023

   
  Complaint: 20621139
  
  I am rejecting this response because:
  Ive given more than enough opportunities to fix the issues and told you in my complaint above that you are not capable of completing the job. 
  Sincerely,
  
  *****************************

  

  Business response

  10/10/2023

  Want to reiterate we are more than happy to fix the lingering issues. You absolutely deserved for us to do a better job on the front end and for that we want to make things right. When we left the job we were on good terms and we never collect payment until our clients are happy after the job is done. We would love the opportunity to resolve it. We would also like the opportunity to provide you with the before pictures that show the condition of your siding prior to the job. 

  Customer response

  10/13/2023

   
  Complaint: 20621139
  
  I am rejecting this response because:
  Once again, Ive let you come out multiple times to address the door issue and the doors are pealing again. If you could correct the problem it would have been done.

  
  Sincerely,
  
  *****************************

  Customer response

  11/01/2023

  [A default letter is provided here which indicates your acceptance of Arbitration. 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 arbitration is necessary.

  Sincerely,

  *****************************

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a front door plus installation from Vivax Pros in Feb 2019 from *******************************. He verbally told me and ALSO sent an email confirming Vivax lifetime warranty at the time. I have copied and pasted this information. I have the original email as well, if needed: "We are eager to earn your business for life and that privilege is granted by doing an amazing job initially but also warrantying our workmanship and your product for a LIFETIME at NO EXCLUSIONS! This includes ALL parts and ALL labor. We believe that taking care of you is good for you and our business. We have been around for over 15 years and thrive off of our raving customers and our goal is to make you a fan as well!"On Aug 29, 2023 I called Vivax and spoke to **** about getting the weather stripping that is coming loose on the bottom fixed and also the door handle that they installed tightened--the attachment of the handle to the door is getting too loose. (It was slightly loose from the start, but less so, so we lived with that until the stripping started coming off too.) I thought surely these repairs would qualify under this lifetime warranty. **** said, "Vivax no longer does small jobs like this so you could get a handyman to fix those issues." That is unacceptable and sounds like Vivax is reneging on their NO EXCLUTIONS, LIFETIME warranty promise they offered me to earn my business and trust.

  

  Business response

  09/07/2023

  We'd like to apologize again for the miscommunication regarding your warranty request, ******. We received word from *****, our service tech, that he was able to meet with you the other morning and get the hardware issue addressed. We are working to locate and order a door sweep replacement now and once received we will return to install. From your feedback we will train our team better to handle these types of issues with more tact and better communication so it doesn't happen again. We fully plan to rectify the issue at no cost to you. 
  
  

  Customer response

  12/06/2023

  I wanted to let BBB know that this issue has been resolved with satisfaction. 
  
  Thanks 
  
  ******************************;
  

  
  

  Customer response

  12/08/2023

  Hello: 
  I have let you know that the matter has been resolved so I am wondering why the status will still say :
  
  "Answered - BBB has not heard back from the consumer as to their satisfaction with the business's "response when you have heard from me? 
  
  That just seems strange to me to not change the status to "Resolved."
  
  Thanks, 
  
  ******
  

  
  

• Initial Complaint

  08/11/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Vivax pro put a hole in my roof and didn't tell me. Water seeped through my drywall. I called them immediately and they claimed the holes were already there and send me a picture. I sent them back a picture at that same angle proving that the hole wasn't there before. They said they would pay for the roof repair and bring out someone to fix my now moldy drywall. They have been ignoring my calls and texts for two days now.

  Customer response

  08/16/2023

  Vivax painting has contacted me and resolved the issue. I'd like to have my case #******** closed. Thank you
  

  
  

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vivax Pros continues to call ** and physically walk onto our property to sell us on a paint job at our house. They have been to our property twice and called three times. We have repeatedly told them we are not interested and have asked them to stop calling us. Each time they say they will stop and they never do. PLEASE STOP!

  

  Business response

  03/06/2023

  We will not knock your door or call you again, I'll make sure of this. I apologize we've had some miscommunication on our end and should have stopped sooner, there's absolutely no excuse for it. 

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 14, 2022 complaint letter sent to owner ***************************, Vivax Pros,(by email) stating the area around the bottom of the pillar was not done to satisfaction, sent her pictures for documentation by text and also asked if this was done with: elastomaria, stucco and paint around the entire bottom of pillar. Also asked when done to send me pictures of the completed project. So now please include the entire pillar in the pictures.Also in the letter, I stated paint was sluffing off the front--sent video and asked for this to be taken care of. Drive way now has many paint spots--They have been also notified of the damages that occurred by their painter(s). Most are minor-- just very very frustrating! Grass is coming back--leaves on tree are dying but I believe branches are ok--Also stated, I was still thinking about what to do with the front door as the finish work *** have ruined the door. Getting several opinions on this before I ask for this to be fixed. As of this AM September 21st no email or text has been received as to when the issues will be taken care of. I do all business transactions in writing (not just VIVAX)-- no need for a meeting-- Just get this scheduled and fixed and answer my questions please. They have *** paid in full -- on that note I thought I was hiring a PROs and was wiling to pay almost double what the cost of my other quotes were. A reminder the gentleman that did the work are NOT allowed in any way to fix this--or allowed on property. Extremely nice guys-- just not professional painters!

  

  Business response

  09/26/2022

  We're not ok leaving any client unhappy. We offered to schedule a time with the homeowner after she told us to come out ASAP and fix the item listed in her complaint. Even though it was not quoted in the original bid and that was explained on multiple occasions, we were still willing to do it because it's never ok to leave a clients house without them being satisfied. The response we received when we insisted to set up a time to meet at the home was "I have decided to go with another company." 
  
  We do wish things had ended differently and we'll take away things from this experience to get better as a business. 

  Customer response

  09/27/2022

   
  Complaint: 18057026
  
  I am rejecting this response because:not in the original bid---I question this because it was NEVER NEVER explained that it was NOT in the original bid.This is a out and out lie-- You are speaking of the door I assume-- no it is not written in the bid but I was asked what color by **** and the painter. Not once did anyone say not in the bid--  You never asked to send someone out to take a look at what I was saying were issues-- I do not see the owner climbing a ladder and getting on the roof. I stated send someone out-- you continually want to control the narrative rather than taking action. I've done some research- will do more, not sure it is 100% correct but makes sense. The paint that sluffed off can be caused by too much paint being applied and not back rolling it. You have not taken responsibility for anything-- yes I will look into hiring someone else sadly--- this matter is not resolved.
  Sincerely,
  
  *******************

  Customer response

  10/05/2022

  At this time-- I have very little faith in this company-- I have other issues in my life that need my attention. BBB can close their side as I have not decide what I will do in the future-- hoping the owner has not involved her employees in their responses to you. Thank you for your help etc

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Vivax for a complete home exterior repaint. While there are many issues with the job they eventually completed, the primary complaint is that they left my front entry door damaged and have provided no acceptable response to repair their shoddy workmanship.

  

  Business response

  10/03/2022

  We regret that this project was not handled appropriately by us and are taking steps to make it better. We're currently waiting for response from clients' HOA, then we're going to pull the trigger on either ********** installing a new door or Vivax is going to reprep the door and paint again.... either way costs of both options are fully covered by Vivax.

  Customer response

  10/25/2022

  This complaint has absolutely NOT been satisfied.
  
  Vivax replaced my siding with inferior (15% thinner) materials and has yet to provide a workable solution. I am seeking a complete tear-down of the inferior material (3/4" thinck) and replacement with what they removed (7/8" thick) in addition to repairing the workmanship errors and slop in their original effort. Also, there remains no acceptable solution for the entry door repairs to their sub-standard workmanship.
  
  Respectfully,
  *********************
  

  
  

  

  Business response

  10/28/2022

  Would absolutely love to get this resolved. Here is some documentation of the timeline and suggested remedies.

  
  9/27: Vivax offered to pay for a full replacement of client's door by *********** The alternative offer was for Vivax to come out and prep sand & paint his door. Both of these would not cost the client anything. Client declined.
  
  10/26: I verified in person along with a woodwork manger that every single board on his home is correct dimensions & installed properly.
            - Client refused to allow us to address 3 boards on his home that have minor peeling edges 4 ft total bw boards.  
            - Client refused to allow us to fix a couple expansion joints on his home that have moved with the current temperature swings.

   

  Client has been refunded all money and hasn't paid anything for the project until we do get this remedied so of course we would love to wrap this up in order to receive some payment. 

  Customer response

  11/01/2022

   
  Complaint: 18030013
  
  I am rejecting this response because: Vivax has done absolutely nothing to remedy their work. I have refused none of their efforts, even accommodated ***** at my home several times. I simply want the job that I paid for. If wood or joints need repair, that is THEIR JOB! I am talking with other contractors to finish their work because Vivax has offered NO solution. Saying that I have refused their efforts is a bold-face LIE; they have made NO EFFORT. What I have told them is that I want this fixed and I have repeated that ad nauseum. 
  
  Sincerely,
  
  *********************

  Customer response

  11/28/2022

  As Vivax has been out far too many times and verified, the outstanding issues begin at: poor prep work, including lower edges of siding that was never properly prepared or painted, caulking that was completely overlooked, expansion joints that are spreading two months after the job completion, a front door that needs complete replacement, and ************ ad nauseam.  I dont want to present this as a complete list, as every subsequent inspection reveals more issue. Getting Vivax to take ANY action to correct their defective workmanship would be a drastic improvement over the inaction shown by *********** 

  

  Business response

  12/16/2022

  As agreed upon with **************, we will be bringing out a crew the first nice weather week in the Spring to take care of the issues. We of course want this resolved too as we have refunded payment for all the work that was completed. ************** is working with another member of our project management team, *****************, and they agreed on a plan. When this complaint came through yesterday (12/15), ***************** left a voicemail and texted ************** to see what had changed since they last spoke and how to rectify it.  

  Customer response

  01/04/2023

   
  Complaint: 18030013
  
  I am rejecting this response because:

   

  I will NOT be bringing in a new crew to overcome Vivax Pros failed efforts at completing THEIR job, as this would invalidate the 11-year warranty that Vivax is egregiously overcharging me for. This was clearly covered with *****************. NOTHING has changed and I cannot say whether it is ******************* or ***************** that continues to so boldly misrepresent the facts in this matter. What I can say is that I have never before  experienced a company that is so blatantly lacking in integrity and professionalism from the top down. ***************** agreed to revisit and FIX the outstanding issues once spring arrives, and that is where the status remains. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We were told that our house given the date it was built was most likely to have lead paint. No proof of a lead test was given or shown to us. During the process of painting the house the painters laid down plastic around the house to catch the paint they were to be scraping off. No suits or masks were worn by anyone. I questioned having to pay the LEAD PAINT FEE and the said it still needed to be paid, it was up to the painters to wear the suits and masks, their could not force them too. After all was done I paid them in full. Since they don't paint screens, my husband decided to do his own lead paint test to insure the safety of himself and our son before working on them. The test was negative! When I emailed JC, our project coordinator, about this I received no response, so I called the business and told the receptionist what was going on and she said she would have someone call me back. A day later I got a call from **** the project planner, said that they had done a lead test, but didn't have proof of it and there was nothing he could do for me. I told him that I would make sure not to refer their company to anyone and I would make sure that the guy that said they were a good company would also be told.

  

  Business response

  08/18/2022

  Koni,

  We're absolutely regretful for how we handled this situation. There are multiple learning lessons that we will take from this. I was holding off from responding until we made sure **** and ******* had a good plan of action but now want to make sure we are in an ******** with you? Thank you for working with us on a resolution, we appreciate you giving us that opportunity.

  *********************

  Customer response

  08/23/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  We met with them and discussed the communication issues, and came to a mutual understanding with them.
  
  Sincerely,
  
  ****************************

• Initial Complaint

  12/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Had our home painted and some wood replaced around the garage doors around the middle of August. The wood starting coming apart at the lower portion of the bigger garage in November. Sent an email to them on November 10th, 28th and December 8th before I received a response that they would look into the issue. As of December 20th no response for the company or an idea on when the repairs would be made.

  

  Business response

  01/14/2022

  I'm sorry we didn't deliver on the timeliness, communication or craftsmanship. We were able to replace the board on your trim and will wait until it warms up to paint it and completely wrap everything. No excuses, this should not have taken us this long to rectify. 

  Customer response

  01/14/2022

   
  Better Business Bureau:
  
  It is unfortunate that it had to come to this as well as frustrating, but I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In October of 2014, I hired Vivax to paint the exterior of my home and to also replace the roof. They offered a 25 year labor and material warranty on the roof. This year, around May, we had torrential rains with high winds which exposed an issue with the SE area of the roof; it was an issue that existed since the installment of the roof, per 2 roofers, but was never realized until this specific storm hit. I called Vivax and although their roofing department is no longer active, they honored the warranty and paid to have a roofer inspect and repair. However, the damage extended to the drywall inside my home. Their roofer, Eric, said the company would also pay for that repair which they should since they caused the problem by not installing that section of the roof correctly. I have been trying to reach them now for months and they will not respond to my call or send anyone out to repair the issue. The person I was dealing with was Charlie (Charlene) ************

  

  Business response

  10/04/2021

  Incredibly sorry for the lack of communication. We will absolutely turn this around and make it right. Actively working through solutions! 

  Customer response

  10/08/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I also want to add that sometimes it is during these situations that you truly find what a company is made of.  Any company go out and do what they do.  The real test is what does the company do when something goes wrong and it is their fault.  All I ask is for the company to make it right.  Not looking for a windfall; just good communications and results.

  This company finally did that.  Seems they had an issue with phones and never got my message but they jumped on this right away.

  Thank You
  
  Sincerely,
  
  ***** *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩