ComplaintsforFive Star Painting of Madison

• Initial Complaint

  08/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We also had the worst experience with Five Star. Their contract stated that they would do extensive prep prior to painting our homes exterior. No prep was done! No scraping, sanding or priming like their contract promised. Because of this, less than two years later, our entire home is peeling and chipping. The team that worked on our house had ONE goalget the job done as quickly as they could! We tried countless times during the process to question their process and were continuously told to wait until the job was completed. By then it was too late. A year later when we noticed problem areas, they sent the crew back to slap some paint right over the chipped areas. Do not use this company!

  Business response

  08/14/2023

  Attached you will find all email correspondence between *********************** and myself regarding their home project, a letter sent to the Lawlers trying to come to a resolution, lab results from the ******************************* ******* Emulsion labratory, a voicemail from *********************** left on my phone (which references several things in letters/emails), and a before/after picture of their home. FIve Star Painting completed the Lawlers painting project two years ago and this past Spring suspected there was something going on their home, as they contacted us to return back to their home, after we had been out there in for a service in 2022. We had a third party, ******************************* representative come evaluate their home, as we were then wondering if their could be delamination contributing to the premature peeling on the home. As you will find in the labratory results, this was indeed found to be the case. While delamination is not covered under the two year warranty, Five Star Painting offered to covered labor and materials, to repaint this area, if they replaced these cedar boards, as this is the proper way to make sure this does not continue to repeatedly happen. Five Star Painting also has offered multiple times to return to address any areas they wanted us to address (i.e. light spots and areas where the cedar boards have shifted due to contaction and expansion) however they have continued to deny having us return. The Lawlers refuse to want to admit that there is any delamination occuring on the home and *********************** shared that they they had multiple painters out to her home that shared they did not feel there was either. However, when asked for this documentation, she continued to share that these painters were "busy" and did not have documentation, despite sharing originally that she had such. The Lawlers refuse to want to hear about the process of painting or what is actually occuring on their home and/or are open to any of the offers to help remedy their situation. They have disagreed with all statements from both Five Star Painting and *******************************. Five Star Painting takes pride in our process, painting, and customer service. We also strive to educate our customers, however the Lawlers are not wanting to hear anything we share about their project or their home. Five Star Painting wants to make sure that it was remedied properly, so it did not continue to occur, but the Lawlers were not open to the suggestions offered. Please find all detailed information attached for reference and review. I can be reached at ************ for further questions. Thank you. 

  Customer response

  08/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  five star painting is not willing to accept the fact that the project was done poorly from day one and the only fair resolution would be to provide the next painter with 1/2 of what we paid them. 
  
  Regards,
  
  ***********************

  Business response

  08/23/2023

  The Lawlers are stating they want half their money refunded after their 2-year warranty is now over.  This is not an acceptable solution for several reasons. First and foremost, the areas they are experiencing premature paint peeling is the areas where delamination is occurring on their home, confirmed by the ******************************* ******* Emulsion Laboratory. 
  Delamination means the wood/old paint is failing and the wood fibers are separating from themselves and remaining adhering to the old paint layers.  Wood delamination is caused by a breakdown of the cellular structure of the wood. This can be attributed to moisture in the wood that allows fungi to grow. Over time the fungi cause the cellular structure of the wood to break down. As the moisture in the wood tries to exit, the top layer of the wood fibers break down and separate. When this occurs, the bond between the base coat and the structure is broken and loss of adhesion occurs.To look for wood delamination, look for particles of wood on the back of the peeling samples and observe if wood or wood fibers are present. The back of the peeled paint may be completely covered or only partially covered with wood fibers from the substrate. To correct the problem, the source of moisture must be located and eliminated and wood boards may need to be replaced.
  While delamination is not covered by the Five Star Painting 2 year warranty, Five Star Painting had offered during the June 13,2023 site visit at **************** home, that Five Star Painting would extend the warranty for both labor and materials to cover the areas of priming and painting new boards that are experiencing delamination, if they choose to have a ********* replace them, as this is the proper way to correct the problem to make sure it does not continue to occur. The Lawlers denied this resolution.
  
   It is noted that Five Star Painting noticed a few other items that are covered under our 2-year warranty that we are happy to return to address a few areas showing light spots and a few underside areas where boards have shifted due to board expansion/contraction. The Lawlers denied this resolution.
  
  ***** left a voicemail on June 29, 2023,stating their attorney suggested that she "send us the quotes she received from the other painters... and that she can send those in writing to show us that she has all these other people." Five Star Painting repeatedly requested this documentation from all contractors that she shared she had at their home indicating the work that they would be completing, and the cost associated with their painting work on their home. All her email responses indicated that these painters were busy and have not shared any documentation with you. She shared they would be repainting their home in Spring, however still had no documentation to share for our review as to what work they would be completed. As mentioned in emails to *****, we cannot evaluate the situation without having all provided documentation. Additionally, noted that any potential refund would be granted to the other painting company following work completion on their home, not directly to the homeowners. Since the Lawlers were not able to supply any documentation of their upcoming Spring **** painting ************* Star Painting offered to provide the new painter the ******************************* paint for the project as a final resolution to your project concerns. Again, the Lawlers denied this resolution.
  
  The Lawlers have denied every possible attempt at any resolution Five Star Painting has made to assist them with their project. The fact is there is delamination occurring on their home, and they need to have boards replaced or this will continue to occur. Yes, as mentioned above, there were a few areas that showed a few light spots, a few underside areas where boards shifted dur to board expansion/contraction that we would have happily come out to address, however the Lawlers refused to allow us to come out to fix this for them.  We have really tried to educate them on what is occurring on their home, we have serviced their home, had multiple site visits, and answered every question/email/text/call they send, and offered multiple resolutions. It just seems that they are seeking dollars when we have offered all sorts of fair and reasonable resolutions in the process along the way.  When a painting company offers to repaint your home if you replace boards, that are known to be comprised, and you deny this,and are willing to contract with another company (but have no paperwork/contract to show for it), deny having any touch *** completed, and deny having the paint purchased for another painter to paint your home, it really seems all a bit unreasonable, just like the expectation that you would receive half your money back for a painting project.
  
  For the BBB reviewing this, I would highly suggest taking a site visit to their home, along with a ******************************* representative to view exactly what we are discussing here.
  

  Customer response

  08/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***********************

*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. ↩