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:02/01/2025

  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.

  We hired this company to paint our kitchen cabinets and drawers in June 2024. We have now had them come back four times to fix cracking paint issues and paint bleeding through issue with our doors and drawers to no success they have cracked again. I reached out to the company who wants to try again to fix the issue which after four attempts and almost seven months later I am not agreeing to this and have asked for my money back as obviously they cannot provide the service I paid for. There were multiple issues dealing with this company and damage done to our cabinets and drawers due to the multiple painting attempts. Therefore the only solution I see is to refund my money as the job was not done and the paint continues to crack after four attempts and additional stress to our cabinets and we have had to install special metal fasteners to our cabinet to be able to reinstall the doors.

  

  Business Response

  Date: 10/01/2025

  We are always happy to honour our warranty with our clients.

  It does explicitly say we don't warranty 'slow cracking' or humidity related issues with wood. That being said we will warranty any issues these clients have currently.

  They did bring a few issues to our attention which we resolved for them; a few of which we deemed not to be any fault of ours (an existing plug in the wood that failed) which we replaced with a plate made for this exact purpose at no cost, a chipped drawer face which we redid at no cost and 2 doors with water/ coffee stains that sat and were not immediately cleaned that we also resprayed at no cost.

  The clients are also requesting full reimbursement. Some items would not fall under any type of reimbursement such as:

  - slow close hinges.

  - backsplash

  - onsite painting of the cabinet boxes

  - delivery and pickup

  Again, we are happy to address the remaining cracking issues the clients have and have already requested a site visit which they refused.

  Customer Answer

  Date: 10/01/2025

  Complaint: 22758862
  
  I am rejecting this response because: we have already provided Axcell Painting multiple opportunities to resolve this issue. they have removed our doors and drawers three and four times already and the last time they installed them they had to Macgyver solutions like inserting toothpicks into the cupboards and metal plates to reinstall the doors to the cupboards at this point they can no longer be removed. an honestly after three and four attempts with the same results I have to conclude that they cannot fix it. I was not made aware about this new statement of not warranty slow cracking or humidity related issues with wood had they told us that we would not have gone forward with the contract.  What they did tell us and send us a video of was that their paint could with stand a weed ****** which was quite impressive but it cannot with stand cooking in a kitchen???? I am confused by this statement all their invoice says is "two years guarantee on all workmanship".

  We have been very accommodating and allowed them multiple attempts to fix the poor painting quality issue out of 25 doors and 4 drawers all of which have been returned multiple times 18 doors and 3 drawers still have issues with the paint cracking therefore based on their guarantee and our more than comprehensive attitude by allowing them FOUR attempts to paint our cupboards and drawers we are now seeking a refund as the only possible solution because Axcell"s solution is to come back every two months and repaint the doors this is not a materiel issue this is a product issue and workmanship issue.  we never had any paint cracking issues before using Axcell to paint our Oak cupboards we have pictures of our cupboards before having them painted.
  
  
  
  Sincerely,
  
  ********* **** ********

  Customer Answer

  Date: 12/01/2025

  I would also like to say the statement below is false:

  "They did bring a few issues to our attention which we resolved for them; a few of which we deemed not to be any fault of ours (an existing plug in the wood that failed) which we replaced with a plate made for this exact purpose at no cost, a chipped drawer face which we redid at no cost and 2 doors with water/ coffee stains that sat and were not immediately cleaned that we also resprayed at no cost."

  The plug was installed after there second removal of the doors we purchased the metal plate and explained to *** how to install it so he was able to install the door.  We did not and do not have a chipped drawer our drawer facings were forced on and not numbered when they did the first install which cracked our drawer they used an impact drill to install the drawer facings.  there were no coffee/water stains on the doors it was the oak color bleeding through. Very disappointed that Axcell is writing this I can only assume maybe they are mixed up with another client. 

   

  

  Business Response

  Date: 20/01/2025

  We feel we have only had to correct one issue that was the fault of Axcell Painting (the original bleed through the primer) which we did.

  We feel the loose cabinet doors (that we properly repaired by Axcell for the client) was an existing fault and the 2 returned doors and drawer faces that we also repaired were the fault of client negligence.

  The current minor cracking of the paint on a few doors, although not a warranty covered issue (humidity issue needs to be addressed by client), we will happily fix.

  Customer Answer

  Date: 22/01/2025

  I am not sure if you can see the cracks in these pictures I have uploaded this is not a good jester or kindness this is poor quality workmanship and a poor sanding job that is why the doors and drawers are all cracking in the joints that is what we were advised by an independent contractor. It is unfortunate that we were not able to come to an agreement through the company directly or the Better Business Bureau. We will continue to seek a return of our payment for this poor ******* ship job. We will also continue to explore other options like local news outlets I.e ctv or small claims court as their offer to redo our doors a forth time is not possible we cannot remove them again and reinstall them and expect different results. We have been more than cooperative with them. 

  Customer Answer

  Date: 22/01/2025

  I am not sure if you can see the cracks in these pictures I have uploaded this is not a good jester or kindness this is poor quality workmanship and a poor sanding job that is why the doors and drawers are all cracking in the joints that is what we were advised by an independent contractor. It is unfortunate that we were not able to come to an agreement through the company directly or the Better Business Bureau. We will continue to seek a return of our payment for this poor ******* ship job. We will also continue to explore other options like local news outlets I.e ctv or small claims court as their offer to redo our doors a forth time is not possible we cannot remove them again and reinstall them and expect different results. We have been more than cooperative with them. 

  Customer Answer

  Date: 22/01/2025

  Second attempt for picture

   

  Customer Answer

  Date: 22/01/2025

  If you enlarge the picture you will see

  the cracking along the line 

  Customer Answer

  Date: 25/01/2025

  Seeing as we were not given any other option but to have them refinish our doors and repair the poor paint job we will have to accept this and try for paint job number 5. How do we now proceed with this option? 

  

  Business Response

  Date: 05/02/2025

  Client sent the following email directly:

   

  "Re: Three Possible Onsite Warranty Meeting Times
  
  
  Inbox
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  OnePageCRM
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  *******************************
  Tue, Jan 28, 2:58?PM (8 days ago)
  
  
  
  to *****, me
  
  
  
  
  
  
  
  
  
  Well not the option we want but seeing as it is the only one you are providing I guess we have to go with paint job number five which is unbelievable but true. 
  
  
  Based on what we have going on right now we are available to book you for Monday April 28, 2025 at 10:00 am. Hopefully this time you will get it right. 
  
  
  ***** ****/ ********* Laplante 
  
  
  Sent from my iPhone"

   

  We will pickup the affected doors and paint on the date they suggested.

  Customer Answer

  Date: 05/02/2025

   
  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.
  
  Sincerely,
  
  ********* **** ********

• Initial Complaint

  Date:13/12/2023

  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.

  The date of the invoice was November 22, 2023. This amount of $4034.08 was paid immediately on receipt of invoice. The agreement of the work was to have our kitchen cabinets painted. The nature of the dispute it two-fold. The initial dispute was regarding quality of work for the overall job. Axcell did review the work and confirm the need for the job to be redone. Upon onset of the corrections an employee who was strictly asked not to enter (to which this was confirmed), entered the property without permission or to our immediate knowledge and proceed to verbally attack my wife disputing out claims and attacking her character. The interaction was persistent and inappropriate. The dispute was to the point that we no longer feel comfortable allowing a future employee on our property. The interaction break various codes of conduct and company Policy that was provide to us upon hire. Management was aware of our previous request for a different worker and disregarded it even after it was confirmed. There was an attempt to resolve the issue however we are looking for a full refund where Axcell is suggesting to just correct the work themselves. Given the issue is two fold we are looking for further resolution *** ******* ****** ** *****

  

  Business Response

  Date: 14/12/2023

  Re. Complaint ID: 21000590

   

  The ********* did have some small issues that needed to be addressed.  Axcell sent *** *****, ********, to go over the details of these issues and one key area of concern was a hood vent above the stove that was blowing steam and cooking oils onto the fresh paint job.  They agreed that Mr. ******* was to change the fan and get back to us once complete to keep the problem from re-occuring. Other small issues were brought to light (touchuplist1 and 2) to be resolved at the same time.

  The ********* were aware that we were coming on the day of paint corrections (att1). My painter claims to have knocked and no one answered. According to the clients there were also other workers on the property at that time working in the house.  (On a separate occasion we had also been told that the door would be left open [att2].) When no one answered, my painter entered the premises (where other workers from another company were present).

  My painter categorically denies the clients' version of events with regards to the interaction between himself and Mrs. *******.

  The correction list provided by the ********* is 2-3 hours of  onsite work. Mr. ******* has now stated that he would insist on having the corrections done by another company of his choosing.

  Axcell is willing to provide a re-imbursement of $500 to the *******s to address any and all of the outstanding items on their touch up list.

  Customer Answer

  Date: 14/12/2023

  
  
  Complaint: 21000590
  
  
  
  I am rejecting this response because: The extent of the required fixes was significantly undescribed the estimated work time will amount to much more. As seen in attachment 1 the entire frames of the cabinets require another coat. The previous color is visible in all areas. The requires all doors to be removed and an additional coat to be applied. In addition the doors were not reinstalled properly as seen in attachment 2. All edging and caulking on the island is cracking and needs to be redone properly. this is seen in attachment 3. The caulking on one major door and other areas needs to be redone. As seen in . All of these amount to the entire original quote

  I have additionally included images of the damages to our floor when the worker moved our fridge. It is company policy for the fridge to not be moved by employees. This can be seen in the attachment on the original complaint. We have spoken with out flooring guy and he suggested the entire flooring in the kitchen would need to be redone to ensure sloping and evenness is correct. We we quoted fro 7.00psqf. The kitchen is roughly 200sq ft. This would again increase the amount beyond what was originally requested.

  In regards to the interaction with the worker. The people on site are willing to right a written statement confirming that Mrs ******* was verbally slandered and yelled at at in inappropriate and abusive level. The have confirmed this to me and are awaiting confirmation to provide a formal statement of their account. I am not willing to put a financial number on a verbal attack and slander of that nature.

  Although i do not a have written documentation *********** ****** confirmed with Mrs.******* that the worker would not return to the property. So whether he was given permissions early not  relevant, ***** confirmed he would not enter again. This is an act of trespassing given he specifically was not asked to enter and the owner confirmed that request.

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

  

  Business Response

  Date: 18/12/2023

  - The extent of the fixes that Mr. ******* points out amount to 2-3 hours worth of touch up work. Even re-doing the entire onsite painting once more (with door removal, which is not required) would fall into the 2-3 hour window.  
  - Mr. ******* is being untruthful about the worker scratching his floor. Mr. ******* admits that the fridge was moved by his father in law (attachment 1). We do not move appliances as stated in all of our documentation.
  - Our worker denies any slander or abuse towards Mrs. *******.
  - The *******s knew we were coming the morning in question and at what time (email verification). According to the *******s, there were other workers working onsite from another company as well. 
  - Our offer of $500 stands.

  Customer Answer

  Date: 19/12/2023

  
  
  Complaint: 21000590
  
  
  
  I am rejecting this response because:

  - Attachment 1 shows The owner of Axcell painting and decorating acknowledging that his worker did move the fridge. It is very clear he knows that he did move the fridge and originally accepted responsibility for the damage before lying in his most recent message. Now both ***** and his worker are being extremally untruthful in effort to take no responsibility for the poor workmanship, abusive conduct and damage to my home.

  - To that point in Attachment 2 you can see a written and signed account of the workers that were at our home during the altercation between Mrs ******* and the Axcell worker. Very clearly you can see they corroborate the story and it is in fact the axcell worker lying about the interaction. The axcell worker verbally attacked my wife and made her feel unsafe in his own home. He slandered us to the workers and acted in an abusive manner. After being asked ***** knowingly sent him back to the home were he verbally abused my wife as per her account and 2 other witnesses

  - The level of untruth and deception has been taken to an extreme level by Axcell. There estimate of $500 for 2-3 hours is insultingly false. Axcell cannot be trusted to complete the work or provide any truthful account of the work that was done or what needs to be done. 

  The full amount of the job should be refunded in addition to the damages caused to our floor. The work needs to be redone with a trusted company and a full refund of 4034.08 should be issued. As indicated prior the kitchen floor was damged to which the cost of refinishing is $7 psf

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