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Business Profile

Painting Contractors

Hero Pro Painters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Painting Contractors.

Complaints

This profile includes complaints for Hero Pro Painters's headquarters and its corporate-owned locations. To view all corporate locations, see

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Hero Pro Painters has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:12/06/2023

      Type:Order Issues
      Status:
      Resolved
      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 contacted ******** at Hero pro painter in August 30, 2022. We signed a contract to have our new house repainted. We gave a deposit of $530. Unfortunately, we had to postpone. We agreed with ******** that we would contact him in January 2023 to reschedule. At that time, we decided to cancel painting our house for the immediate future. We asked about his policy as we were hoping to get our deposit refunded. ******** told us that unfortunately the deposit is non-refundable at this point but that we could use the credit if you decide to go forward with the job within the year. We knew that we had some reno work coming in the spring, so back then we did not worry about the deposit.
      In April 2023, we contacted ******** again to let him know that we had some reno coming and we would need his services for the week of June 5. ******** provided a new quote for this work. This quote exceeded our expectations.
      We also could not get a commitment from him as to the start day and/or completion date of the work. For these reasons we decided not to go ahead with ********’s services. We then looked more closely into the signed contract and found no mention of a "non-refundable deposit". Again, we kindly asked him for a refund highlighting the fact that the contract does not mention a non-refundable deposit. ******** replied that ‘We apologize if this policy was not explicitly stated in the contract that you signed. Unfortunately, as mentioned a few months ago, it is non-refundable.’
      As it was not on the contract, we feel we should get our deposit back. No work was ever started, no start dates were ever given.

      Business Response

      Date: 13/06/2023

      Dear ******,

      I am sorry to hear about your experience with Hero Pro Painter and I apologize for any inconvenience this may have caused. I have taken note of your complaint on the *** website and would like to address the matter promptly.

      After internal discussions , we have confirmed that you were previously informed that the deposit was non-refundable. However, we understand that there may have been a miscommunication and it was not explicitly mentioned in the contract.

      I understand your frustration and as a gesture of goodwill, I would like to provide you with a full refund of your deposit. This refund will be processed immediately and you should receive it now.

      We appreciate your patience and understanding with this matter and we are committed to providing excellent customer service. Should you have any questions or concerns, please do not hesitate to contact us.

      Sincerely,

      ******** & the Hero Pro Painters team

      Customer Answer

      Date: 13/06/2023



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



      I have reviewed the response made by the business in reference to complaint ID 20177343, and find that this resolution is satisfactory to me.

      I'm assuming this complaint won't show on their profile. If so, since it was resolve to my satisfaction I have no problem if it's not showing.



      Sincerely,



      ****** *****

    Hero Pro Painters is NOT a BBB Accredited Business.

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