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:13/06/2025

  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.

  In December of 2024 I had approved the proposal that was provided after contacting to schedule painting in various sections, including the kitchen, what I am disputing, of my rental. After the job was completed the project manager did a walk through of the house to go over what was completed as described and to give the final invoice. I had voiced at that time that I had concerns about what the final result was after the installation of the kitchen cabinet doors and cleanup had been completed. Everything was still covered in dust, a loose handle and my concerns were discussed in a argued manner that what I had observed was not an issue of workmanship or quality but to the nature of how much stripping, prep, and the work involved to get to the final look and also that it was the structure of the wood itself. I was promised that the team would be back to do touchups which I was never told about or was described in the estimate. I was told to go around and mark places that I was unsatisfied with and make sure those areas could be "touched up". I did not think that this is proper or that I would be only scheduled for a rushed period of time to have all that I wanted done because of there were a few projects done all in the same time frame. The areas I marked were paint drips, texture that I didnt recognize, making the surface look way worse then it was, and sheer painted areas not the same as the finish of the rest of the door where filled or where too much filler had been applied and not completely been sanded smooth. I had seen areas that I recognized were not completely stripped as described to me and just painted over, in which then had the paint to peel up, flake and crack. Touch ups were done messy. Handles were not off to do them so there were paint brush marks going in every direction that were very visible. Dry paint marks were left making it look unattractive. I sent pictures to company directly about it. I was ignored.Total paid was made via etransfer Feb 4.

  Business Response

  Date: 16/06/2025

  The project was initially taken on by Alyshia, the daughter of the homeowner, who we believed was the property owner at the time. It wasn’t until later, when her mother returned, that we learned otherwise. Despite the confusion, we completed the cabinet refinishing project as quoted and went above and beyond to support Alyshia, who had attempted the work herself using unsuitable products.
  
  We clearly communicated in advance that her initial attempt could impact the recoat, but assured her we would do our best. In fact, we provided extensive prep work—including stripping and heavy sanding—free of charge. This alone would typically cost over $*****. I chose to absorb that cost, as her situation with her mother sounded difficult and I wanted to help where I could.
  
  The job was approved and payment was collected before we began. We were called back once for touch-ups and completed them promptly. The work was reviewed and approved. We were later called back a second time, and again, all touch-ups were completed and approved as final. Before leaving that second time, we confirmed with Alyshia that everything was 100% complete and that no further call-backs would be necessary.
  
  At this point, we’ve fulfilled the contract, completed all requested touch-ups, and provided significant extra value at no additional charge. Hopefully, she and her family can understand that we've done everything we can to deliver a positive result under challenging circumstances.

  Customer Answer

  Date: 16/06/2025

  When I first contacted Landen in December 2024 to inquire about my best option if at all possible what their process then would cost, what they were going to do and what availability they had. I had stated in the phone conversation I was not the property owner and Landen had conversed with me about that being a factor. I remember what was specifically said to me. It was not later that this was learned. It was not a challenging situation for the team. I had requested if their was the capabilities and availability of completing some of the work in an upstairs bathroom while my mother whom I said was the owner had been away. They said yes and reassured me that was fine.
  To the kitchen cabinet doors, I had specifically explained what I had done months prior on the phone and what I was noticing that my work was not going to last and easily peeling off when cleaned. I had explained also that there was damage done in that there were dents in the doors to repair. I was then asked to send pictures and when I did, he said it was no problem they could do it. There was no proof to me of what work they had done before or any discussion of different paints used or finishes. He never had stated he was going to charge extra for stripping and sanding either. To charge ***** extra for a vital step in all painting is outrageous.
  When the team arrived they didn't even know what all I had discussed with Landen about what I needed done additionally to the kitchen. He had let me know that it was good to tell them if there was anything else I needed done. Then later in our conversation when going over everything he had stated I added a lot so that I felt my complaint wasn't valid, but I had made sure that before they started the project what I was requested was good to go. They said yeah that it was all good. When they arrived, they hadn't even know what paint to get.
  When everything was finished, I noticed under the sink was not completed which was described on my estimate already , small areas in my basement I asked to help fix were not done which were added, and two walls were painted I said not to paint. I had found that they had painted around a sideboard that I had in the kitchen and not even moved to paint the wall that wasn't supposed to be painted. They didn't even paint it in the right color! I was completely in shock and emotionally disappointed by this point. I had been so clear in what I needed.
  It turned out that spray got on the walls, they did repaint in the right color free of charge and painted underneath the sink which I had paid for already, but it took up extra time. This time should have been spent making sure the doors all looked identical to each other in which they did not with brush strokes going in every direction on some and dry paint strokes on others which looked uneven and horrible in the lighting. 
  I never said to them I was 100% satisfied with the touch ups. They just stopped answering and Landen said he couldn't see anything when I pointed it out and sent photos. I didn't want to keep dragging it out for no reason, but when its not they way they looked even when I painted them, I knew it was wrong. If I knew it was going to be like this, I wouldn't have hired them at all.
  I am looking into different options to fix what they did. I have had to sand and repaint them myself to make them look more even which I have been more successful at and not a cheap quick bad paint job, which is the quality they gave me. 
  I am deeply unsatisfied and have used all the rest of my saved money on this maintenance I needed done and was not interested in doing it myself a second time.
  When booking with The Prairie Painter, I never once asked anything for free. This kept being brought up when I had asked about cracks and sheerness showing the filler, which looked raw, used in repairs to areas in the paint and why there were ugly paint brush marks. Where other areas were the were painted that had been filled were bulging/domed and had not been sanded to match the surface which was so unattractive in the final look.
  What does all the prep or you saying all you did for free because you felt bad for me, which was not even completed on all the pieces, have anything to do with what the final coat of paint applied? I know that's a vital step but honestly I've gotten way better and more perfect even results with my inexperience. I don't understand and want to be partially refunded because it was not done done properly nor respectfully for me or any other person in my household whether I'm the property owner or not, I had communicated very clearly. I cant believe what I have been told by this company. 
  ******** *** ****** ** *** **** **** *** ******* **** *** ***** ******** ** ** *** ***** ***** * ***** *** **** ** *** *** **** ***** *** ** *** *** ******* ***** **** *** ****** *** ***** *** **** ****** 

  Customer Answer

  Date: 16/06/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have responsibility as the tenant in my rental to fix the kitchen cabinetry back to their original state as much as can be done. I have discussed multiple times over the course of 5 months with The Prairie Painter my concerns and very noticeable workmanship errors and lack of workmanship that was said have been done. I have been argued with and not understood for what is achievable for best long term results not a quick spray paint and touch up job and blame the client for asking and then 'call it a day' that was discussed when I first contacted The Prairie Painter. I would like properly compensated for this as I need now to pursue other options to fix this issue. 
  
  
  
  Sincerely,
  
  
  
  Alyshia *******

  Business Response

  Date: 07/07/2025

  Hello,

  
  We have 2 confirmations of completion, one on the day the job was completed and payment was received, and another after the customary touch-up return. My project manager confirmed that everything was done on the last touch-up. What I have discussed with the client recently has been to meet on site with herself and the owner to review exactly what is still wrong or bothering her. I will personally perform any required touch-ups for however long is needed. I am confident that the amount of touch-ups to the cabinets will be minimal and easy for myself to rectify.

  
  It should be noted that I made it clear to the client early on that the cabinet refinishing she did herself had not been properly prepped beforehand, nor was primer or the correct product used. Our service was always intended to be the best possible reasonable fix under the circumstances. I'm confident that with the owner of the property and the client there, we will be able to list any touch-ups or redoing of work and have it completed with a quick turnaround.

  
  Ready and willing whenever works for the client.

  
  - Landon