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:02/19/2025

  Type:Service or Repair 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.

  Drywall repairs done before an entire home repaint started coming back after 4 months. Tried numerous attempts to contact them and they never responded and I resorted to the loan company Regions bank. And they also basically blew me off even though I had all the proof, pictures and proof the contractor ordered the paint and used their discount code at a SW paint supply store. I now have to correctly fix drywall areas and repaint entire walls. And I’m out $5300 and feel as though I should not have to pay that amount.

  

  Business Response

  Date: 02/19/2025

  Per the contract, limited warranty states that there is no warranty for a project that the contractor (CertaPro Painters) did not supply materials. On the project per the signed contract, the customer supplied the paint. The customer also signed off on the project when it was completed. Nail pops or cracks may come back due to settling of the home. 
  

  I have attached both the signed contract and sign off by the customer. 

  Customer Answer

  Date: 02/25/2025

  
  Complaint: ********
  
  I am rejecting this response because: so the sign off form you sent is fine and dandy, but I had tried contacting ******* ******* and **** ******* several times before the signed 7/31/24 form.  And tried emailing as well, but not one person tried to call me back!  Issues that were still ongoing were the nail pops were not correctly fixed, they were just mudded over.  Specifically when I asked numerous times that the old screw would be removed and new one installed above or below and then patched.  All the areas I had started fixing before hiring these mistakes are perfectly fine, NOT ONE ISSUE!  Still missing several screws from wall plates, also ceiling in living room never had the overlapped paint blended in, you can see every 12 inches like a graph.  I do not feel I should have to pay the entire amount of $5,300 to Regions bank, when a couple quotes to fix are in the 3 and 4 thousand range.
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 02/25/2025

  As stated in prior responses, the project is not under warranty. The customer didn't have to pay unless they were satisfied. The sign off shows the customer was satisfied. Additionally, the loan paperwork isn't signed/filled out until the project is completed. This means the customer approved the work which allowed payment to CertaPro Painters. We apologize for an issues that may have been caused by settling of the customer's home. We will stand by the terms of our warranty and will not warrant these issues. 

  Signed contract and customer sign off sheet were supplied in previous response. 

  Customer Answer

  Date: 03/10/2025

  After speaking with ******** on 3/10/2025 at 10:15 am, I am persuing this with the Attorney Generals Office.  I have found my phone call record to ******* ******* before the 7/31/2024 signed letter.  Which puts this all "under warranty"  I have email attempts that went unread.  You could have at least called your customer back, instead of me having to do by these methods.  I will pursue this as far as small claims court if necessary.  The nail pops were all discussed with Bret numerous times and are on the contract.

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  work completed 08/08/2024 #******** I found large areas of paint spatter on : bathroom vanity, floor, furniture and small smears on furniture. Shower stall was stained with paint. I found a large puddle of water on furniture, running down to floor. holes in walls not filled in, others very poorly done. pieces of painters tape found on floor. damp paint roller was found on carpet when painters left for lunch. Granted, no damage. However, I did not like the roller on my carpet. I was assurred furniture would be put back in place. Painter told me paint was still wet. I was upset with that. I felt at the time the paint was dry enough. Yet i was assurred paint was wet. I offered ice water. One of the cups had paint in it. I had to throw it away. I assume cup was used for painting with brush. My furniture is permanately damaged. Shower stall is forever stained. furniture and carpet smeared with paint. The work was totally disrecpectful of my property.

  

  Business Response

  Date: 10/28/2024

  These claims are false.  While there were minor issues that were in fact corrected on site BEFORE final payment received the majority of the claims are completely wrong.

  
  

  We used water borne latex paint and claiming we stained a shower stall is absolutely impossible with Latex paints. It cleans with water before cure.

  
  

  Puddling of water on furniture is beyond me as well considering we wouldn’t be using large amounts of water in any paint situation on the interior of a home. Pressure washing occurs outdoors. 

  
  

  Evidence of further damage such as cups have been tossed according to the customer so there is no proof of this issue either. 

  
  

  I’m will to offer 15% refund in good faith for the minor corrections we had to make . That is all!

  Customer Answer

  Date: 10/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:  my complaint is valid and honest.  The response does not address damage to furniture splattered with paint .  no drop cloths were used.  I asked about lack of coverage and told they were careful, all ok.  I pointed out the 2 holes in walls and explained I wanted holes where curtain rods were to be filled in.  contract stated all holes would be repaired.  the 2 holes in walls were poorly repaired.  Holes from the curtain rods we removed were not repaired at all.   bath room countertops are splattered with paint.  I had given the workers a pitcher of ice water and glasses.  Obviously the pitcher had been placed on my furniture when painting bath room.  Shower encloser is stained from paint.  company project manager inspected damage and took pictures of damage.  I request a 50 %  refund.

  
  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 11/07/2024

  As stated before, we will be happy to refund 15% in good faith. It will be sent in the mail immediately! 
  

  thank you

  *** ******* President 

  Customer Answer

  Date: 11/09/2024

  
  Better Business Bureau:
       I am not totally satisfied.  However, upon receipt of the 15 % refund of my payment I will consider this case closed.
  
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:10/11/2023

  Type:Service or Repair 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.

  8/17/2023 CertaPro came out to paint the outside area around my windows and the inside stairway in my house. On 8/29/23 I noticed the picture window was broken. I did not notice it was broken immediately after the window was painted. They made arrangements to come out on 9/13/23 at 2:00 pm to see the window. They agreed the window was broken and there several areas that needed to me repainted. They said they had someone to repair the window and they would send the painter back out. After the painter came out, they said the painter said he didn’t put the ladder on the window. I told them there was no way he could to the top or the other side without putting the ladder on the window and I saw it on the window. They asked for Ring footage but my cameras don’t go back that far. Now they are saying the window was broke before it was painted. The window was not broken previously. If it was broken, the painter would have noticed it and said something about it. If it was broke before they painted it, I would have told them it was broken. I contacted window companies to come out and provide a quote- 2 companies provided quotes - $3419 and $3550.

  

  Business Response

  Date: 10/27/2023

  We initially offered to repair the window that was claimed to be busted. Upon reviewing the details of our original proposal (Given long before a ladder is on site as we had not be contracted yet), the photos show that the window was already cracked. We can not be held responsible for damage done prior to any work being performed. Pictures are available on the proposal we sent to *** *******. Thank you

  Customer Answer

  Date: 11/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: If the window was broken before the painter would have said the window was broken.  He did not. Also I saw the ladder up against the window and there is no way a window can support that pressure. There is no other way the window could have been broken. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 11/07/2023

  We have before photo of the window and it is broken.
  

  Our painter did not place the ladder against the window, if so, please provide proof. It is also not the responsibility of a painter to notify a customer of their homes issues outside of their scope of work, so no, he would not have informed you of your cracked window as it is no concern of his.

  Upon request I will be happy to provide the photo prior to work start that shows the crack running across the window. Not sure what else to say here. Sorry you don’t find our response acceptable but facts are facts

  Customer Answer

  Date: 11/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: I SAW THE LADDER ON THE WINDOW!!! THERE IS NO WAY HE COULD HAVE PAINTED THE FAR SIDE OF THE WINDOW WITHOUT PUTTING THE LADDER IN FRONT OF THE WINDOW BECAUSE OF THE BUSHES ON THE FAR SIDE PREVENTED HIM FROM PUTTING THE LADDER THERE. When I have talked to them previously they never denied or that the painter put the ladder up against the window. When my insurance agent contacted them, they never mentioned this. When they first responded to this matter with you (BBB) they never mentioned that the "ladder was not up against the window". The yellow box shows that the painter could not put the ladder there to paint that side of the window. There was no way he could have painted the far side of the window unless he had the ladder in the center of the window. 
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 11/09/2023

  CertaPro did not provide pictures of the window prior to painting showing that it was not broken.