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:02/08/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Signed a contract with your **** Franchise - **** ****** Oct 2023 for approx 8000 - there many issues - that resulted in a sub par job of parts of my home as seen in pictures - He was deflecting many of my complaints, describing me as a horrible customer, his worst ever !! and labeled me racist - I contacted your csr - corporate in the spring of 2024 - **** did make a contact re coming out for repairs but it was in his terms when the date on short notice didn't work he rescinded and said end of summer - **** ******* had been in contact and had it worked out for **** to come and review his pics actually of the damage - numerous texts back and forth -telling me I had no warranty etc - although **** and others after **** said I did - Bottom line **** T has nor responded to BBB in ************** - refuses to do what your company states - ceo states we stand by our company - Crtapro has been dismissive - to my complaint - and 3rd csr **** has had no contact with me since Nov 2024 - My home needs to be addressed I am a senior citizen - and looking to sue , have the Michigan Attorney General get involved and a local TV station - ****, I spoke with **** from your csr - 6/25/2024 We went through your job and his production schedule. He said he will get to your job, but it will most likely be toward the end of summer. That may not be all bad because if there is anything else that is going to show that needs attention what was already done on your house that should happen over the course of a summer.Let me know if you have any questions Thank you **** ******* *****************************

  Customer Answer

  Date: 03/10/2025

  I included information from Oakland County complaint- as of Today business  ******* Franchises - **** Mi  has Not responded 

• Initial Complaint

  Date:10/08/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  CertaPro painted our garage and a small deck in the fall of 2023. The contract gave a two year guarantee. In July 2024, I notified CertaPro that some of the paint was peeling on the deck. The owner met with me and agreed to re-paint. More then three months later, it has not been done. I have sent repeated requests and have either received no response or Ive been told that they would take care of it at some later time.

• Initial Complaint

  Date:07/22/2024

  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.

  The contract painters did a good job painting the entire interior of my house, but they missed cutting in the kitchen and laundry room ceilings. I also didn't notice until a realtor pointed it out and now it sticks out like a sore thumb.I contacted my sales *************** on 5/7 and was ignored for a week so I contacted the corporate office because I thought he may not work there any longer. The next day I received a response from **** stating they would need to come out and look the ceilings. However, I was ignored again and this time for 3 weeks so I contacted corporate and the franchise owner and **** was out the next Monday.**** took pictures and agreed the job was incomplete and would get me on the schedule within 2 weeks. Now I have **** in sales and ***** in scheduling ignoring me all to finish a job that would take a couple of hours to complete. I don't know if the problem is with the sales *************** or if this is a franchise wide problem, but this is ridiculous just to complete a job that the company has already been paid for.It's been 2 and half months and I'm still not scheduled for a couple hour job.

  Business Response

  Date: 08/01/2024

  Dear ******************, 

  Please see the attached letter, responding to this customer complaint.  Thank you.

  Customer Answer

  Date: 08/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  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 this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  
  

• Initial Complaint

  Date:05/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 are expressing our extreme dissatisfaction with the painting services provided by your company/franchise Certapro painters owned by ******************************* in ************************* Az. Unfortunately, the quality of workmanship fell far short of our expectations, and several issues remain unresolved Lack of Proper Preparation per your contract:Deviation from the Quote and Contract Insufficient Workforce 4 of 9 days was one guy for a 3939 sq ft home exterior two story.Failure to Address Repairs Despite notifying CertaPro Franchise ************************* about the lack of preparation work, no action was taken. We do have ************************ holes were left unfilled, and patches remained rough and unsightly.Final Payment Requested Prematurely Certapro Painters requested final payment before addressing our concerns, harassment from ************************* on payment This approach is unprofessional and unacceptable.We paid Certapro Painters before the 7 day grace ****** but we were turned over to a collection agency which was confused why since we paid Certapro Painters a Cashiers Check.Resolution Request:We expect CertaPro Painters not the ****************** to make good on the warranty for the paint walls peeling, cracks not fixed, holes. Complete Repairs Properly prepare the walls by filling holes, smoothing patches, and addressing any other imperfections Ensure that the paint job meets professional standards.We filed with AZRoc as well but they closed the case due to franchise owners not wanting to work within statutes of complaint Adhere to the Original Agreement Honor the terms outlined in the initial quote and contract.Professional Conduct We value our home and expect the highest level of craftsmanship. CertaPro Painters failure to meet these standards has left us disappointed and frustrated.Please address these concerns promptly.We look forward to a timely resolution. If necessary, we will explore other avenues to ensure our rights as consumers are protected.Sincerely

  Customer Answer

  Date: 05/24/2024

  We filed with ***** to address the Complaint we have but the owners of the Certapro Franchise did not want to address the issues per our contract with them AzRoc closed the case they are not Attorneys they are more mediators to work with both sides to resolve the issue.  They are trying to help us escalate this issue as well.  For not the local Franchise after Calls, Text and emails still don't want to honor their contract with us been paid and we still have issues they didn't follow up on. 

• Initial Complaint

  Date:09/15/2023

  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.

  I received a letter from CertaPro Painters on 9/11/23 regarding their business. I called them on the next day (9/12/23) and scheduled an appointment (for 9/14/23 - 12PM - with *****, Residential Sales Associate) to receive a free estimate on a house painting job (exterior). He gets an A+ - no problems. He gave me a folder with information regarding two sources to help out with financing the proposal amount of $1,685.00. Neither source would approve me for financing because I have no debt. They suggest I call the CertaPro Painters and ask them for help. I did (I kept calling) - and finally ********* said no they cannot. I kept calling the office (but no one picks up - only voicemail, if you want to leave a message). I needed to speak with a live voice. Long story short when I checked my email messages today (9/15/23) - ********* said because I kept calling (approx. 77 times) - (I was trying to let them know that I would pay cash to have the work done - since no one would approve me for financing) - I cannot have my house painted. I would like to have my house painted by CertaPro Painters (and pay in cash). Please inform me of a resolution regarding CertaPro Painters. Hope the solution is favorable. email: ***********************

• Initial Complaint

  Date:06/26/2023

  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.

  The job of painting 2 decks, I paid $1950 +. Upon inspection this spring it was discovered missing paint, blotchy paint. The manager came out and agreed that there was a problem but blamed it on the fact that the deck was too close to the ground and the paint "was pushed off". He subsequently paid me $250 refund and said no guarantee on paint flat surfaces, and also if business was better, he could give me a better resolution.

  Business Response

  Date: 07/11/2023

  July 11, 2023

  Dear *** *******, 
  

  As you may recall from prior correspondence, I am Corporate Counsel for Certa ProPainters, Ltd. (“Certa Ltd."). Certa Ltd. has received your letter of June 30, 2023, relating to a customer complaint that was submitted to the Better Business Bureau by *** ******* ****** of Rochester, MI ("Complaint"). 

  Certa Ltd. is a franchisor of over 350 independently owned and operated franchised painting businesses throughout North America. Certa Ltd. recognizes the value the Better Business Bureau provides to our franchisees and their customers, which is why Certa Ltd. takes any issues identified by the Better Business Bureau very seriously. 

  The services described in this Complaint were provided by CertaPro Painters of Rochester, MI, which is owned and operated by *** ***** ***. Certa Ltd. has brought this Complaint to *** ***'s attention and has discussed it with him. The services performed were not covered by the terms of the standard warranty offered by *** ***. The warranty specifically excludes flat exterior surfaces such as decks, which are subjected to harsh conditions that could damage the paint, irrespective of the quality of the paint product chosen and whether it was properly applied. 
  

  In this instance, some sections of *** ******'s deck were in direct contact with the ground, while the rest of the deck was no more than a foot above it. As a result of its proximity to the ground, the deck was exposed to excessive moisture and weathering, which, over time, undermined the paint's adhesiveness and caused it to peel. 

  *** *** nevertheless responded to the customer's complaints within forty-eight hours and offered him a good-faith refund of $250, representing a discount of 10%, which *** ****** accepted as a resolution. From Certa Ltd.'s perspective, there is no reason that *** ****** would be entitled to a full refund in this situation. Therefore, I do not believe there is any further action to be taken with respect to this matter; however, if you disagree, I would appreciate it if you would let me know so that I can take prompt action. 
  

  If you would like to discuss this matter further, please do not hesitate to contact me directly. Thank you. 
  

  Sincerely, 
  Corporate Counsel 

  Customer Answer

  Date: 08/02/2023

  This complaint has not been resolved. Please see attached documentation. Thanks for reopening this Complaint.

  Customer Answer

  Date: 08/07/2023

  additional info, please re-open complaint..

  Customer Answer

  Date: 08/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  

  additional info, please re-open complaint..
  
  
  
  Regards,
  
  
  
  ******* ******

  Business Response

  Date: 08/18/2023

  The customer states that the reason for his rejection of Certa Ltd.'s response is "additional info, please reopen complaint" but no additional has been provided by the customer that Certa Ltd. would be able to respond to.