ComplaintsforThe Painting Company

• Initial Complaint

  04/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Transaction Date: 12/5/22 Paid: $2675.00 **************** reimbursement and damage compensation Issue: Unresolved Agreement Breach. They agreed to hotel reimbursement on 12/22/22 @ 4:26p and have refused to honor the agreement. The Painting Company caused significant damage to our house and we were forced to stay in a hotel until the insurance company determined if the claim would be accepted or denied. *************************** "merely suggested" on 12/27/22 @ 12:53p we move into the house. My wife and I informed them on 12/23/22 @ 7:30p and 12/28/22 @ 10:26p in light of the insurance claim filing, we would not move into our house as it would jeopardize the claim. Both parties expected the insurance adjuster to visit the property to assess the damage and ******** acknowledged this on 12/27/22 @ 12:53p. The new hardwood floors were destroyed and they needed to remain as they were for assessment by the insurance adjuster. Moving into the house would have been harmful to our claim being approved as the insurance company would have had difficulty determining if we or the movers caused any of the damage. Additionally, coating the floors to improve the appearance prior to the insurance adjusters assessment would harm the claim. Ultimately the floors needed to be replaced to make us whole and coating was a temporary solution. After we informed ******** on 12/28/22 we would not move into the house due to the insurance claim they did not respond to inform us they would not cover the hotel after 12/29/22. As a result, we had every reason to believe they would honor the agreement and cover the hotel. They informed us after the claim was approved and not until 2/1/23 at 3:48p they would not cover the hotel after 12/29/22. This was a unilateral decision made retroactive to an arbitrary date of 12/30/22 as we were not informed. We provided the insurance company detailed evidence of the damage to support the claim and we are owed $8780.37. This amount includes $7013.90 for the hotel stay.

  

  Business response

  04/11/2023

  Consumer has been issued refund/project discounts that has covered every expense outlay for issues on the job with the exception of the extended hotel stay, the hotel costs WERE covered for the period they actually had to be out of their home, upon which time the consumer elected to have their own flooring sub make the repairs (our rep was offered and could get in same week while their rep was unavailable for several weeks which is actually why they extended their hotel stay - for an elected option they insisted on that prolonged the process of the fix). Atlanta Painting Company has honored and reimbursed all directly correlated damages/expenses, the extended hotel stay was elected by the consumer on their own behalf with NO such agreements or necessity for extended stay ever being discussed or agreed upon. 

  Customer response

  04/16/2023

   
  Complaint: 19920737
  
  I am rejecting this response because:

  The statements made by the company are false and we have not been reimbursed for all expenses. There is a balance of $1786.59 for the moving company, storage units, drywall repair, light covers, electrician, ceiling fans and flooring recoating and $7013.90 for the hotel dates 12/30/22-2/3/2023. Atlanta Painting Company (APC) did not pay for ANYTHING and simply subtracted the repairs/expenses from the remaining balance for what we would have paid if not for their negligence. They did not refund every expense and their own itemized list is proof they did not fully reimburse us for our out of pocket expenses, including the hotel stay as their itemized list only covered up to 12/22/22. The insurance company paid for the floors, we paid out of pocket for every expense, including the installer to coat the floors. Our installer was always going to coat the floors and the ** of Operations wrote on 12/8/22 @ 1:05p "I 100% respect your decision to go with your flooring company, please let ***** and I know what your flooring person says."  Furthermore, their Project Manager confirmed on 12/21/22 it would be best for our installer to do the floors as he knows what products were used etc. Staying in the hotel beyond 12/29/22 was solely based on the insurance claim being filed and not jeopardizing the outcome. We told the company this several times in writing and they continue to ignore the facts and offer theories not based in fact. There is no evidence to support the allegation we chose to stay in the hotel and wait for our installer to coat the floors and this being the reason for the extended stay, this is ludicrous as we were not having the floors coated once the claim was filed. The floors needed to remain in their damaged state for assessment purposes and we communicated that to them in writing. We informed APC on 12/23/22 and 12/28/22 we would not move into our house due to the pending insurance claim, therefore it was addressed, however, they failed to reply after the 12/28/22 email sent to them, nor did they inform us after the 12/23/22 email of the their decision. They made a decision to not pay for the hotel effective 12/30/22 and had a duty to inform us of this decision and failed to do so. APC had ample opportunity to communicate their decision to us PRIOR to 12/30/22 and did not inform us until 2/1/23 @ 3:48p! We did NOT extend the hotel stay as we were not made aware and they have no evidence or proof to dispute this fact. We were denied the opportunity to make an informed decision and had no knowledge of the 12/30/22 end date, nor did we agree to pay for the hotel after 12/29/22. APC informed us on 12/22/22 @ 4:26p they would file an insurance claim for the floors and agreed to cover the hotel and all associated expenses listed, however, they did not communicate an end date in which they would no longer cover the hotel. There was no hotel extension as there must be a date from which to extend. The insurance company contacted us on 12/30/22. We were notified by the insurance company the claim was approved on 1/26/23 @ 8:38a. We sent APC emails on 1/27/23 @ 9:14a and 1/30/23 @10:08a to notify them the claim has been approved and sent the updated installer invoice to coat the floors after he receives upfront payment and all remaining invoices/receipts as well as the updated itemized list of reimbursement owed. Suggesting, offering to have the floors coated and filing an insurance claim does not constitute notice of 12/30/22. They have the right to determine when they will no longer cover the hotel, however, they do not determine when we move into our house, particularly if it would harm us. The Sales Manager assured us he would send their best crew and that crew consisted of a hispanic man, his wife and young child and they destroyed our house. The second crew was marginally better and we were not going to allow anyone else associated with APC to work on our house given the circumstances. Ive attached proof that their flooring guy did not want to do the work and given he was going to do it for a fraction of what our installer charged, we were not going to do that at any time. We tried to be fair and didnt ask for meal reimbursements. My wife and I were forced to eat out multiple times per day which is expensive and increased our out of pocket costs. We have proof of everything we assert and APC has had this information for months, however, APC continues to offer statements without proof and ignore the facts.
  
  Sincerely,
  
  ************

  

  Business response

  04/18/2023

  Customer was not happy with the paint job we completed, we took 100% accountability and owned our mistakes and put together a plan to fix and completely redo everything, working with the homeowners. Fixes included redoing the whole job with another crew, covering the hotel stay for the duration of the painting (this was very clearly voiced when this agreement was made), offering to resurface floors using our subcontractor, and filing an insurance claim for the scratches we got on the customer's hardwood floors. The itemized list customer is providing is missing one key fact - $22,000 insurance claim our company has already paid out is WELL in excess of the cost to bring the floors back to original condition. Customer has even stated they elected to extend the hotel stay, nobody asked them or instructed them to do so, even though we had told them it was NOT necessary (the insurance claim ended up being handled via photos that were given of the issues as well as pulling square footage of areas to be fixed), so the hotel expenses that we covered were in totality of what was agreed upon - while we were there fixing our work. While it is unfortunate that this event occurred, it is at this point a situation that is being taken advantage of, when we fixed the work (and went above & beyond contracted scope in drywall repair) and paid out the insurance claim & discounted the job by $7,875 (roughly 75%) we more than made this situation right. 
  
  Please see the following 2 attachments:
  
  attachment 1: email communication between the customer and VP of Ops which includes on 12/27 our company notifying the customer that they were good to move in to their home. Their is also communication where the customer states he does not want our flooring contractor to do the fix.
  
  attachment 2: itemized list of everything we paid for 
  
  Please see email communication between our VP of OPs and the customer as well as itemized costs that we covered during the duration of the paint for their home.

  Customer response

  05/01/2023

   
  Complaint: 19920737
  
  I am rejecting this response because:
  

  Good Morning,
  
  See attached. Thank you for your prompt attention to this matter. We were out of the country for our anniversary and did not have an opportunity to reply to Atlanta Painting Company's reply on 4/18/23. We have all correspondence from day 1 and will provide written proof of anything you request. Let us know if you need anything else.
  
  Best Regards,
  
  Von & ***************************

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

  Customer response

  05/01/2023

   
  Complaint: 19920737
  
  I am rejecting this response because:
  Good Morning,
  
  See attached. Thank you for your prompt attention to this matter. We were out of the country for our anniversary and did not have an opportunity to reply to Atlanta Painting Company's reply on 4/18/23. We have all correspondence from day 1 and will provide written proof of anything you request. Let us know if you need anything else.
  
  Best Regards,
  
  Von & ***************************
  Sincerely,
  
  ************

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Atlanta Painting Company was hired to wash and re-stain our deck. February 24th I submitted my deposit. The project was supposed to begin on March 3. The job was postponed 2x. March 5th arrived and the workers said they had no idea the size and scope of the job. Not only was wash and stain needed, there were poplar seeds that had to be removed (per contract), and we have an underdeck system that we repeatedly warned the company about when performing work. We were told it wouldn't be a problem, and they would be back. On March 10th, someone came and SCRUBBED the deck. they left gouges and chipped wood everywhere. One of the workers from the company came out later that day with NO NOTICE (trespassing), I just happened to see them out my window and told them to leave immediately. March 19th, manager came and work began. I warned AGAIN about the underdeck system. Next rain, the deck was leaking everywhere. Spoke with management and told them they would not be touching our deck again and original builder would be out to give a quote to fix it. April 18th was earliest appt I could get. APC wanted original builder to file **** (not his responsibility) in order for them to pay to fix it. April 20th, we got the quote. APC then decided they would file insurance claim. We finally got approval for settlement with their insurance company the 2nd week of June. I have not signed the insurance settlement yet because we have STILL not gotten our deposit back (it's been 4 months), and we were also told we would be compensated for our lost time, wages, and inability to use our deck this whole time. It will be 6 months by the time the deck can be fixed. We have missed Spring and almost all of Summer because of this, and the office continues to ignore my Emails inquiring about these things. I have asked at least 5 times for our deposit back, and sent Emails to everyone including the President of the Company. No response.

  

  Business response

  06/30/2022

  We have taken full ownership of the issues on this project and have issued 100% refund as well as an approved insurance claim to cover 100% of repair costs to have brand new deck/underdeck system put in place. Customer is now demanding additional financial compensation beyond this for the issues on the job, we have been unable to connect with customer to discuss this but have made several attempts to do so. 

  Customer response

  06/30/2022

   
  Complaint: 17495019
  
  I am rejecting this response because:

  After posting this complaint, I received a text message the next morning asking for a phone call to discuss the matter. I had appointments all day, but responded via Email that afternoon. I was told that we needed to speak via phone the following day (June 29th). I asked for Email correspondence because I was busy during the day. I was told that we needed to speak personally. I had not received the deposit back at that time. On returning home late yesterday evening, we had received the refund of our deposit in the mail. I emailed this morning (June 30th) that we had received the deposit and that we could speak this afternoon or tomorrow. I am awaiting the phone call for tomorrow. We are not "demanding" money. We are asking for compensation that was promised by 2 Atlanta Painting Company representatives (and is well-deserved), and it will soon be 6 months of lost time and use of our deck by the time things can be fixed. There are also deck stains on our concrete patio that still need to be taken care of. Again, I will see what happens tomorrow.
  
  Sincerely,
  
  *************************

  

  Business response

  07/07/2022

  We have come to an agreement with the consumer and this matter should be resolved in coming days with customer being fully reimbursed all payments to our company as well as full replacement value of damages incurred to deck, and additional funds agreed upon for loss of time in dealing with the matter. We are extremely sorry for the issues that occurred on this project and look forward to making it right. 

  Customer response

  07/07/2022

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filed a complaint several days ago against Atlanta Painting Company, *******, **. Please delete the complaint, since I settled with the company. They sent me the required $20 Amazon gift credit, in exchange for dropping my complaint. Please confirm. ********************** ******************* **************

  

  Business response

  06/15/2022

  This matter has been resolved with the consumer. 

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They sent a young sales person named ***** to my home. He provided me with an estimate that was twice as high as my neighbors home. My neighbors home was in worst condition than mines. Why would mines required priming when it getting the same color. The additional pricing was for priming and get this a second coat. My neighbors home in worst condition only required one coat. I emailed ***** to have his manager call me. No response. I then called the office and asked to speak to the manager. Told **** the manager was in a meeting but would call me. That was weeks ago.

  

  Business response

  04/20/2022

  We're very disappointed that this individual had this experience. We own not getting in touch with them about the perceived discrepancy. Since the review was posted we've reached out multiple times and haven't had any response. In review of the neighbor's price, from our perspective, the prices for both neighbor's projects are very comparable. We'd like to know more from their perspective to understand any difference. In talking with the sales rep in question, there was a request to honor a warranty without priming siding that was chalking and needed to be primed and we weren't comfortable doing that. We still hope to talk with them to understand more about the experience and do anything we can to resolve the issue. 

*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. ↩