Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired Flip Design to paint all the trim, cabinets, interior doors, built in desk, mantle, etc. in our house, plus 3 exterior doors, and to remove the wallpaper, texture the walls, and paint a half bath. We gave them the time frame of July 1-14, 2024, and communicated that it had to be completed BEFORE 7/15. They agreed and said the work would take 5-7 days. They began work on 7/2. On 7/10 they said the job should be complete on 7/11 or 7/12. On 7/11 arrived about noon and worked until after 8:30PM. I was told that the job would be complete 7/12. On 7/12 arrived about 10:45AM and worked until after 8:30PM. They assured me they would be complete on 7/13. On 7/13 arrived about 1:45PM. They assured me the job would be complete that day. We let them work until about 6PM. When they left, they hadn’t finished mudding the walls in the bathroom, no wall texturing, no wall painting, they hadn’t painted any exterior doors, they still had some cabinets, etc. to paint. On 7/15 (1 day late) arrived about 10:40AM. They assured me they would be finished that day. They worked until after 9:30PM and then left without speaking to us. We went and looked at the bathroom and were horrified. Lumps in the walls, uneven and missing texture, uneven and missing paint. On morning of 7/16 texted me asking me to pay the balance of the bill because the job was complete. Told me they would come back after I paid the bill in full to address any issues. By this time, I was so frustrated that I just paid the bill in full to be done with them. I sent them pictures of the problems in the bathroom and told them I didn’t ever want to work with them again. By this point, I had no confidence that they could do the work right or that they would do what they promised. Now I am having the bathroom fixed at a cost of $2300. The new contractor is having to replace the dry wall because Flip Design did such a bad job removing the wallpaper and mudding the walls. I am requesting a refund of $2300.

  Business Response

  Date: 08/19/2024

  This was the email sent to Mr. ******* in response. There were a lot of other things he failed to mention to the BBB like the contract he signed where it states we do not offer refunds on services. We were very much willing and wanting to correct the issues in the bathroom because it genuinely upsets me that he had such a bad experience.

  He mentions the times we arrived every day as being later in the day. That is untrue. My crew was there every morning, but myself and my husband didn’t arrive until later times because we had 3 other jobs happening at the same time that we were also working on. He was made aware of that at the beginning. 
  

  He also mentioned the schedule and when the job was to be completed. He failed to mention that the first 2 days of the job were spent prepping the house and taping off areas to protect floorings underneath. The same flooring that unbeknownst to us was being replaced as soon as we finished the job, so there was no need to spend all the time, money and effort to protect them. Total waste of resources. 
  

  He also didn’t mention that the 25 interior doors he insisted on being sprayed instead of rolled with roller and brush- could not be taken outside and put into our spray booth because of record heat in those days so we loaded up all the doors and transported them to our shop, sprayed them with a spray gun and then batch by batch transported them back to his house. This took a considerable amount of time and added to the job being completed one day after schedule. We did not charge him anything more to do that even though it was a costly task to do it. 
  

  He was very happy with the rest of the work we did for him so I was surprised at his email, as you can see in my response. I told him we would fix it but we do not offer refunds. 

  Customer Answer

  Date: 08/21/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Here are my responses to the Flip Design response:

  1.  I failed to mention other things simply because I had a 2000 character limit  at the BBB website and I had reached the limit.

  2.  I agree that I signed a contract that there would be no refunds.  However, having signed that contract does not prevent the business from issuing a refund due to a customer being unhappy with their work, and the customer having to spend $2300 to fix what they messed up.  If I believed that they were capable of fixing it right in a reasonable period of time, I would have had them do it.  However, I had lost all confidence in their ability to deliver on what they said.

  3.  All of the dates and times listed in my complaint are true and accurate and apply to any Flip Design employees or managers.  I have security camera evidence to prove it.

  4.  I intentionally didn't tell them about the flooring job I had planned because I wanted them to treat my house carefully.  It was none of their business what I did with my flooring after they left.  The quote they made for the work included protecting my flooring.  So, no additional work was required beyond what we had contracted to have done.

  5.  Before the work started, I was told that they planned to remove and spray all of the interior doors.  I did not ask for or insist on this method, but I was pleased with the plan.  They removed all the doors on the afternoon of 7/2.  On the morning of 7/3 they e-mailed me saying that their sprayer was in the shop in Shreveport, and they were waiting for a shipment of tips for their spare sprayer.  They said they would come start hand painting the doors that day if the tips didn't come in.  I replied, and I quote, "I'm fine if the doors take a couple of days so that you can spray them.  There is plenty of painting to be done inside by hand.".  That is the only communication I made regarding spraying doors. Flip Designs originally said they would spray doors, and they did spray doors.  I didn't complain about the quality of the door painting.  I am not responsible that their original plan didn't work and that they chose to take the doors to their shop to spray them.

  I still want to be refunded the $2300 that it is costing me to fix the bathroom that I already paid Flip Design to fix.

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

  Business Response

  Date: 08/22/2024

  We always strive to make each client we take on happy! Personally and professionally, our client’s happiness with our work is prudent to the success of our business and we take each challenge very serious. Unfortunately, we are not inclined to offer a refund for these particular services completed. We made three attempts to contact Mr. ******s in order to come back and fix the problem with the walls in the bathroom. We were never given the opportunity to do so despite Mr. ******s being happy with the rest of the work completed in his home. As stated in the contract all work is warranted for a year so we are not only legally required to correct our wrong, we would have done so without the warranty. There was no reason to assume we could not nor would not correct the issue. We offered a reasonable solution to this problem once we were made aware of it that wouldn’t have cost Mr. ******s anything additional and all attempts were ignored. We hope that he found a contractor that worked better for him and that he enjoys his freshly painted home. Best of luck to him. Thank you