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:06/07/2024

  Type:Billing 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.

  Many things that were on our quote were never completed. holes were supposed to be caulked which never happened. The quote specifically mentioned professional masking and use of drop cloths would be done. In the end our new concrete sidewalk was left covered in paint. Over spray was all over our foundation and a window frame was cracked by a ladder. These are not all of the issues we encountered but I will stop there so I can focus on the bigger issues we have had.
  The painting quote was to have our back deck sanded and painted. I believe the crew underestimated how long our job would take. Instead of approaching us when they reached the deck portion to discuss rescheduling, and honestly if needed discussing the cost. They instead began to cut corners. After initially sanding a portion of the deck (which was part of the quote) they decided this was taking too long and began to simply spray over the old paint. I was at work and was not informed of this until I got home and paint was already on the deck. Paint was also on the spindles and all over places it shouldn’t be. I expressed major concerns with the deck paint job and also the paint they used as our deck was incredibly slippery. I agreed to pay 75% right away but wanted to have a solution for the deck. ***** to his credit organized someone from his paint supplier to meet me at my house. On site and over text M and his paint rep assured me over time the paint would be less slippery and the lack of sanding is as not an issue. M also reiterated we had a warranty if we had issues later so my wife and I decided to pay the balance of the bill. We weren’t thrilled with the work at all but wanted to support a student and his business. The worst part of dealing with this business. Warranty issues. A few months after the painting was done our deck started to peel badly. After 2 months of talk and minimal action they attempted to repaint a section of deck. Which is now multi coloured and looks far worse.

  

  Business Response

  Date: 17/07/2024

  We have been in touch with Mr.
  ******** and completed the issues to his satisfaction. There are many
  inaccuracies with the complaint however we have completed the areas requested
  even though they are not covered by our warranty. After inspection of the deck
  peeling it was noted that the cause of the failure was due to a lack of a
  gutter on the overhanging awning and not improper workmanship. The constant
  water runoff onto the surface has caused the paint to fail. Despite this we
  agreed to help resolve the current issue. We have fully prepped these areas and
  repainted the entire lower deck to a new finish. Mr. ******** has been notified
  that a gutter needs to be installed otherwise the paint failure will return
  with the onset of rain.
  
  In addition to this, we have also
  completed multiple other touch ups around the house that were not seen on the
  original inspection. Mr. ******** has also stated he is satisfied with this
  outcome.
  
  In closing we feel we have gone above
  and beyond to  help Mr. ******** in this matter and consider this issue
  resolved. 

• Initial Complaint

  Date:30/05/2023

  Type:Customer Service 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 had our house painted in Summer 2021. In April 2022, large flakes of paint were falling off, so we contacted **** to claim under their guarantee.
  We were told they don't do inspections until May and June. Someone came round to inspect and never returned. After numerous calls and fob-offs, I emailed them on May 1 2023 to find out what was happening (nb, being seasonal, we'd been told they were unavailable earlier than May). On May 5 2023, they responded saying that 'I have reached out to the Regional Manager'. On May 12 I asked what was happening as we had had no contact from anyone. On May 17 I followed up again, having heard nothing. Someone came round on May 18 and said he'd 'schedule' the job. May 21, I called and there was no response. On May 26, still having had no response, emailed again. To date, nothing has happened. This is 2 years since the issue occurred - an issue that is down to poor preparation on the company's part. And no resolution, nothing. Just silence from everyone from the Office Manager to the Regional Manager, to everyone I copied into all my emails.

  

  Business Response

  Date: 31/05/2023

  Due to the short nature of the student painting industry (starts in mid May and ends in late August), we were unable to tend to Mr. ********** claim during our 2022 season. 

  However, after speaking with Mrs. ******** and arranging an inspection (with our supplier) to identify the reason for the paint failure on their home, we have scheduled the necessary repair work for Wednesday, June 7.

  We apologize for any inconveneince caused to the ********** and trust that they will find the repair work satisfactory once completed.

   

• Initial Complaint

  Date:18/10/2022

  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 first contacted the company's head office via email on April 25 2022 regarding a warranty issue with the house painting work which their franchisee completed in June 0f 2021. Paint is cracked and peeling on some of the wood siding, and is also peeling from the metal gutter which they painted. I have since contacted University First Class Painters head office and communicated with ****** ******* numerous times to babysit the process of having someone come out to assess and complete the warranty work. The assessment occurred in July of this year when employee ***** ****** came to my home and said that the work would be no problem to complete, and that he would set up an appointment for the following week. As I had not heard back in over a month, I repeatedly tried to contact *****, who did not respond. After emailing ****** ******* on Sept 04 2022, she responded with "I have reached out to ***** ****** and the Regional Manager. Will be in touch shortly." After hearing nothing for three weeks, I contacted ****** on Sept 23 and received no response. On Oct 5 2022, I again contacted ****** to advise that I was giving the company an ultimatum to responding with a concrete plan to remedy the warranty issue by end of business Oct 06, or I would file a complaint with the BBB. The same week, I received a text from *****, apologizing for the delay and stating that he would have someone schedule a time to complete the work the following week. Since that time, I have heard nothing from UFCP.

  

  Business Response

  Date: 31/10/2022

  Hi There,

   

  This complaint has been resolved. As per our guarantee terms; in lieu of performing repair work, we offered a cash settlement (of $400.00) to the customer. The customer found this offer satisfactory and funds have already been transferred and received by the client.

   

  ***** *******

  Customer Answer

  Date: 31/10/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18243852, and find that this resolution is satisfactory to me.