Complaints

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• Initial Complaint

  Date:02/28/2023

  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.

  T******* Painting representative B*** ******** was hired on 8/15/2019 to Prep Sand and Restain Handrail/Staircase Banister. The original invoice is written up as such even though the homeowner did the prep with the approval of the painter eluding to the fact that he did the entire job when he didn't based on the invoice. Mr. B******* (representative of T******* Painting) received payment in full 9/25/2019. The warranty was a one-year warranty of work and materials within that first year one of the upper Newell posts started to wear away the clear coat eventually thru to the stain and then into bare wood. This issue was brought to ****s attention, and he came back provided inadequate customer service never indicating a reason as to why this was happening. Mr. B******* came out on at least two occasions for issues with stain and clear coat problems. From the outset this job started badly and has morphed into what it is today. I've gone back to T******* Painting very recently to express that the issues with the banister have escalated into the entire clear coat and stain lifting off in multiple areas. I have been speaking with owner Steve T******* over this situation and possible scenarios of how we can find a resolve but to no avail. Steve stands whole heartedly behind his warranty and has such stated that B*** ******** is no longer with the company and had some sort of mental break which hindsight being what it is makes us wonder if the job he did was done with a clear mind and skillset. Steve and I have spoken extensively about possible bids to have the banister redone he is absolute in his refusal to help us. At one point he offered 500 dollars as compensation even that he has pulled back on refuses to return calls as does his office staff. Another even larger issue is that B*** ******** the painter did not even purchase the correct stain and for that matter no one can provide the product he used. T******* Painting is responsible for this period **** was there representative!

  

  Business Response

  Date: 03/09/2023

  Hi there,

  L*** ******** was a customer for our Idaho company T******* Enterprises Inc in 2019. She called us in January 2023 and stated she needed Waranty work done. I had her send me pictures and then showed them to the owner Steve T*******. Steve talked to L*** on multiple occations and told her the damage in the pictures appeared to look like the damage was caused by wear and tear. Steve also told her that her job was no longer warantied because it was done almost 4 years ago and our staining waranty is only for 2 years. Even though that was the case, we wanted to help L*** out because she was a customer. We asked L*** to get estimates from painters in the Idaho area she lives in and the estimates came out to around $3,000.00. L***'s contract was for $1000.00. Steve mentioned to L*** that we could pitch in $500.00 towards the work that would be done out of generasity and because we had since closed down the Idaho company. We later found out that L*** herself had done the prepwork and B*** ********, who was running the company, had already came out to do waranty work a year after the contract was complete. L*** then wanted to get the "refund" of $500.00 without getting the new work completed and a reciept. L*** then asked for the products that were used and we gave them to her. We haven't heard anything since other then the reviews she has left.

  Kindest regards,

  C******** ******** 

  Customer Answer

  Date: 03/14/2023

  
  
  
  
  Complaint: 19509928
  
  
  
  I am rejecting this response because:

  In response to the above reply these are the facts as i recall them in response to this being a warranty issue call let me clarify that **** the painter was out here within the first year addressing the Newell post and touchup which was in the warranty time frame. **** attempted to add more stain to the Newell post in hopes that it would stick which it didn't the issue continued. In my early conversations with T******* staff the photos i sent were of clear coat loss and bubbling. We had several painters to get estimates as Steve requested and the majority of them agreed in each quote the clear coat was bubbling and peeling off due to "Gasing Off" which means the stain was not dried and cured before the clear coat was applied this was verified by two Sherwin Williams reps who came to our home. The reason the job was only $1000.00 was because I sanded it down to the bare wood over a period of a month. Mr T*******'s response indicated that i was responsible for the prep work however if you look at the invoice it says that the prep work was to be done by ****. Prepping the wood should have included a final sanding to remove all the oils from our hands from using the handrail as I sanded it for a month. A wood conditioner should have been used especially on tight grain such as oak. I left numerous messages with staff called Steve twice with the response of Cannot Talk Right Now to no avail. I supplied them with all the information i could Steve went so far as to suggest it could be product failure and that checking with Sherwin Williams possibly could result in a reason why the clear coat could be failing. According to the invoice we were charged just under $50.00 for a gallon of stain when I asked T******* staff what was used i was told wood putty red wood mahogany and Ebony. This was clearly not the product I indicated for **** to use Sherwin Williams has no record of a stain being bought only their clear coat for our address and date of service. I never asked **** to purchase a different product other than Minwax Espresso stain color that is why i asked T******* staff on what he used their reply makes no sense they are not able or willing to tell me the product used hence or where it was purchased from. With regards to the $500 Steve mentioned that as a courtesy for a refund after multiple conversations my husband just said tell him we will accept the 500 but Steve never followed through with the offer. According to the response from T******* they never clarified about us hiring anyone before we would receive any sort of compensation. Steve vehemently denied the fact that he would pay for anything to do with that banister even after asking for estimates due to the cost so why ask for estimates then.  The increase in price is likely due to the labor that will be required to redo this banister that is not our fault considering the cost of everything is sky high from labor to product it is overly unfair to us to leave this banister in this condition. Hence anything less than full repair at this point is the least T******* can do this job had it been done correctly the first time should have lasted more than a year without issues starting.  
  
  
  
  Regards,
  
  
  
  L*** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 03/17/2023

  Hello,

  I have attached some documents for review that have the producs used on ****'s job. When looking up those product numbers for the Minwax Putty the colors come up as Ebony and Red Mahogany.  Those colors could have been mixed together to create the color used. I also attached the page that is on the back of every proposal and that **** signed. It states that we do gaurantee all labor and material due to peeling, flaking, or chaulking for one year after the work is complete free of charge. It then goes to list more scenarios of what we legally garantee for one year. Out of generasity and good faith to our customers we do extend the warranty to 2 years for staining. ***l did return after a year to do the warranty work **** had requested free of charge. ****'s job was done 3.5 years ago and therefor not guarenteed by T******* Painting anymore.To the best of our knowledge, at time of completion of both the job in 2019 and the warranty work a year later,  **** was satisfied with the work that was done. 

  Kindest regards,

  ********* T*******

  Customer Answer

  Date: 03/28/2023

  
  
  
  Complaint: 19509928
  
  
  
  I am rejecting this response because:  we have had several professionals come to our home and state they believed the job wasnt done correctly. An example would be the bubbling and peeling of the clear coat is most likely due to (Gassing Off) which means the stain was not dried and cured before the clear coat was put on. Steve had indicated that i should gather some bids and forward them to him which I did the bids were alot more than he expected and now he is rebounding to his one-year warranty policy. When a job isnt done correctly sometimes it costs more to fix it than the original job this is not our fault. This isnt per se about warranty it is about poor workmanship. As far as the stain goes I explicity told **** the product i wanted used which was the following please see attachment. I never agreed to him mixing product color and that is not even stated on the paperwork that he would be combining stains for this project. That in inself is reason enough to have the bannister redone I never ever told **** to mix products I dont even know what products he bought or the stain he bought or the manufacturer or the parts per gallon he used. All that is stated on invoice is a gallon of something he bought for $48.00. As far as im concerned **** breached this contract when he used an entirely different product of which i knew nothing about until all this came to light. Beyond that this was not done to my standards or industry standards for that matter with. As a professional he should have known this was more than not enough stain and something else was happening. It is not our fault that the clear coat is coming off outside of the warranty time frame. 
  
  
  
  Regards,
  
  
  
  L*** ********