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:26/02/2023

  Type:Order 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 obtained the services of certapro painters in September 2022 to paint my inside stairwell. I paid half the quote as a deposit and the final balance was due upon completion of the job. The company did a great job and I was given a weblink to submit the final balance electronically via Credit card. The web link provided an error after entering my information so I called the office and they took my CC information via the phone. In November 2022 a review of my CC statement showed i was charged the final balance twice. I spoke to the certapro owner who asked for copies of my statements and amounts paid as he said there had been a change in ownership and he would forward them on to the previous owner for reimbursement. I followed up in January 2023 and the owner indicated it was not his responsibility as the job was prior to him taking over the company. I disagree as the company is operating under the same name, email , branding ect

  

  Business Response

  Date: 28/02/2023

  Hi ****,
  I apologize for the inconvenience you are having here in regards for the refund issue. It looks like there is some miscommunication in emails. I am here to help you out with refund whether it’s required by law or not. Because of the ownership change, I wanted to make sure you get the refund from the person who collected the extra amount, that's why I encouraged you to request a charge back on the extra charge with your credit card company. I also tried to connect with you on the phone to discuss the same. So, if you can let me know whether you tried a charge back or not, that would help us move forward to next step. Rest assured; you will get compensated for the extra charge. I am just trying to get you the refund right way. 
  Please feel free to return the call if that’s convenient for you.

  Customer Answer

  Date: 07/03/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19500409, and follow up emails and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:14/10/2022

  Type:Order 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 contracted Certa-Pro to paint my outdoor pergola last summer. The crew did the work while we were on holidays. When we got back, there were many parts of the pergola that had not been touched plus the colour was off. We asked that they investigate if the colour was mismatched and they claimed it wasn’t. So the issue was still that the job needed to be completed. Months went on and there was never any resolution obtained in 2021. Note that before this job was started, we also signed another contract with Certa-Pro to do outdoor painting of our stucco house.
  This spring, I contacted Certa-Pro to see what was the status of completion of the pergola. At the same time, I requested from Certa Pro that we cancel the stucco painting job as I had lost confidence in the exterior crew. The owner responded that the pergola would be done by mid-july and that it was not a problem to cancel the stucco job and apply the deposit of the stucco job to pay the remaining balance of the pergola work, when completed (see attached email from ***** *** ****).
  We are now in October of 2022 and the pergola work is not completed. I have reached out numerous times to Certa-Pro and I have not been able to get a firm commitment nor satisfaction that they will ever meet their obligations (see emails between myself, ***** *** **** and ******* *****)
  I have attached for your information a number of email exchanges that have occurred throughout this year as well as the contracts that I signed with Certa Pro.
  I sent them an email last tuesday asking that they call me before I elevate this. No one called so I spoke with Certa Pro on Wednesday (Ms. *****) and they were supposed to get back to me yesterday. As you may guess, they did not get back to me. I no longer trust they will deliver and I am therefore seeking help from *** as a last resort.

  

  Business Response

  Date: 21/10/2022

  Hello,

  
  My apologies for the inconvenience you had with the previous management. During our visit on Friday, October 21st,we confirm that there is still some work left for the pergola job. As discussed, we will finish the remaining work on pergola job and refund the difference between remainder balance on pergola job and deposit taken on stucco. I hope this will help gaining your trust and confidence back in Certapro Painters and new management. 
  
  We strive to provide the best customer experience and live up to Certapro's standards.
  
  

  Sincerely,
  Certapro Painters of Ottawa

  Customer Answer

  Date: 25/10/2022

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me but under the condition that they follow through this time
  

  please note that this is the same solution that I proposed to Certa Pro in May of this year and nothing was ever done about it until I complained to ***.   So I am hoping that they will deliver this time and get this done this fall
  
  
  
  Sincerely,
  
  
  
  ****** ****