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:06/03/2025

  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.

  If zero stars were an option, thats what I would give. What was supposed to be a simple 3-day interior paint job turned into a frustrating, drawn-out experience filled with poor communication and substandard work.The job was misrepresented from the start.The painter questioned the choice of paint, implying it was lower quality than what they typically usewhich raises serious concerns.The work itself was sloppy and incomplete. Entire sections of walls were missed, and the painted areas looked like an unskilled amateur did them. Paint ended up all over our floors, rugs, tile, and even ************ their credit, ****, the service manager, did attempt to address the situation. The painter returned after trying to reschedule twice but only corrected a small portion of the issues. When I spoke with Brian, the owner, he seemed dismissive despite scheduling a visit.Eventually, the painter came back for another three days and finally managed to make the walls look acceptable. Unfortunately, paint damage remained throughout the house, including a couch that was essentially ruined. They even attempted to clean our floors with Goo Gonecompletely inappropriate for the job.While the team may have meant well, the quality of work simply wasnt there. Offering a $500 discount does not begin to cover the damage, time lost, or the stress this situation caused our family.

  

  Business Response

  Date: 06/03/2025

  We apologize that your experience was not what we normally expect. We appreciate your feedback.

  Our first crew did not do a great job and we went back and resolved the painting issues.

  We respectfully disagree with your statement that Goo Gone is inappropriate. You can search the internet and find that it is acceptable.

  
  

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23411621
  
  I am rejecting this response because: There is no actionable item to resolve this complaint. 
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 06/03/2025

  We have already offered a reduced price.

• Initial Complaint

  Date:09/14/2022

  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.

  Painting began July 25 and we finally told them to leave on August 1 because they were doing such a bad job. It is very frustrating to be promised something and then get nothing even close to what was promised. To start with, we were told that a CertaPro representative would come visit with us before painting began and have a conversation so that we could share our preferences regarding where they should start painting and the order in which they should progress. That never happened. We were completely displaced from our home while they repaired and patched every room before they started painting even though we specified where we wanted them to start. When we asked them to do one room at a time, they told us, No. We were forced to leave our home while they painted. Then, common painting protocol was not followed and there was paint everywhere. There is still paint on our wood floors, on our bathroom tile, on our doorknobs, on a leather chair, and on our brand new carpet. They also scratched up our kitchen countertops which we now will have to replace. They painted our closet doors the wrong color, they didn't paint window frames that they were supposed to, and they left our bathrooms that we told them they could use in a disgusting mess. They refuse to accept responsibility for the mess they made. We paid top dollar because we wanted a top dollar paint job. We did not get the top notch certified painters we were promised. We did not get top dollar organization we were promised. We did not get any support from management when we shared our disappointment. Finally, we were promised that they would take care of our property and clean up their messes. They did not. I had to throw their trash away at the end of each day. We did NOT get anything close to what we paid for. The only thing they have offered to do is to replace the kitchen laminate countertops they destroyed, a bed sheet they ruined, and the glass of a picture frame they shattered.

  

  Business Response

  Date: 09/20/2022

  First, the complaint was not filed by the customer. Our customer is *******************************. See attached contract (************* Docusign)
  Second, when the painters completed the project, our Job Site Supervisor performed a final inspection with ****************************** signed the proposal indicating he was satisfied with the project. See attached signed contract (************* Complete-signed). He then paid in full and proceeded to tip the painters well because he was so pleased with the project. (note - project completed on 8/1; the customer put the wrong date 7/1). This directly contradicts the statement that were told to leave because they were doing such a bad job.
  Here is a summary of the timeline note ******* will not answer the phone and forwards everything to his father so I have not been able to interact directly with him at any point since they raised concerns.
  On August 22, we were informed that there were issues they would like us to look at. On August 31 (Wednesday before Labor Day), our Production Associate, *********************, went out to investigate concerns raised. He confirmed there were issues that we should resolve and set up a time with our Job Site Supervisor to come back out and review with him before coming back out to address the issues.
  On September 6 (Tuesday after Labor Day), ********************* (Production Associate), *********************************** ***************** Manager), and ***************************** (Job Site Supervisor) went back out and evaluated the issues. We agreed to address the painting issues - some paint to clean up and some touch **** They had a sheet that was left in a closet that was painted that got paint on it (customer is expected to remove items from closets per the contract) and we agreed to pay to replace the sheet. They had a picture frame with broken glass; the customer removed all pictures from the walls and the painters were unaware that any glass had been broken. We are not denying we broke it, and are willing to pay for a replacement, but this is not necessarily an issue we caused. A laminate countertop has a small scratch in it (see ******** Counter and ******** Counter - Zoom in) The scratch is very small and could be pre-existing. The initial assessment by the team was that we would address the painting concerns and compensate them for the picture frame and the sheet.
  On September 7, ******** parents (not our actual customer) reached out to our corporate office wanting to speak to someone at corporate. They were given **************** name at some point, but the call center forwarded their call to me (Brian Brown owner of the franchise) which actually upset them more even though this was the first time they spoke to me at all. I politely listened to their issues and even agreed to pay a contractor to repair or replace in kind the countertop. Their response was to attempt to extort me saying they wanted a 30% refund in addition to the items previously listed. They also pushed back but eventually agreed to have us come back out to resolve the paint issues when ******* (******** dad) was home.
  I reached back out with an email to ******* on 9/8 (attached as a text file Email after September 7 call) and added that I would be there when we go back to address the paint issues (at no cost to them) to ensure all goes well. I indicated we could discuss further accommodations after we addressed the workmanship issues. Their response was that they did not want us to come and fix the paint issues (attached as a text file ******** response Sept 9).
  Yesterday, they reached out again seeking compensation and I responded again that we would be happy to address the painting issues and the damages, but I would not be refunding additional funds. (exchange attached as a text file September 14 email exchange). Based on this exchange, they followed through on their extortion and submitted their claim to you.
  They provided a quote for their countertop (attached Quote for replacement of kitchen counter top). I asked for the vendors name so I could write a check directly to the vendor. They wont provide. It is speculation, but I believe they will not get the work done and just want the money.

  

  Business Response

  Date: 09/21/2022

  We offered to address their concerns and settled on a financial agreement to resolve their issues.

  Customer Answer

  Date: 09/22/2022

   
  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,
  
  *******************************