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:08/31/2022

  Type:Billing 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.

  The painters did an excellent job on our house. However, after receiving a bid to paint all of the woodwork on the front of our house, *****, the office manager, upped the price by about 10% to finish the trim around the lower windows and front door. When we submitted a check for the amount originally agreed upon, ***** threatened to place a lien on our home if we didn’t pay the additional amount.
  
  We are very happy with the people we had face to face contact with (the painters and ******) but cannot understand how CertaPro painters can justify increasing the price after submitting a bid based on a face to face meeting with **** ******, the owner. The items we wanted painted were clearly communicated to him when he was here to examine the house for the estimate.

  

  Business Response

  Date: 09/01/2022

  When the estimate was performed in April 2022, the scope discussed with the homeowner was the stucco/tudor trim on the second story and the wood trim/railing on the front porch. She mentioned that they were getting new windows installed and that this project would be done AFTER the window installation was completed. Because the windows would be newly installed, we (the homeowner and I) determined that there would not be any work to be done. Our estimates are very detailed about which surfaces get painted. The contract also states that "any surface not specified in the proposal" are excluded.

  During the project the issue of the first floor front windows/frames and front door/frame was brought up. We stated that they were not included and wrote a change order, which the homeowner approved.

  After completion of the project, an invoice for the full amount was sent to the customer, who paid only the original amount and stated that they would not be paying the change order amount. Because of the stated intent to not oay, we advised the homeowner that we would need to file an intent to lien in order to protect our lien rights for non-payment.