Complaints

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• Initial Complaint

  Date:06/06/2023

  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.

  I had certa painters to come out to give me a quote to paint the front of my house on may 14th so they gave me a price of ******* with a coupon 200 off anything over **** dollars and I sign the contract and had to put down 10% of the amount so I give 300 for the deposit and they started the job may 17th and said I will get 2 coats on the house and I pick 2 colors hazy gray and white but they only did one coat and they guarantee me if it wasnt done they will correct the problem its white paint on top of the gray in different area of my house and they wont come back to clean it up you still see dirty area where they didnt paint the house right I have call them to resolve the problem of them coming out to make my house to complete

  

  Business Response

  Date: 06/08/2023

  My name is ***********************, I am the residential production manager who supervised this project. I visited the job site on multiple occasions while the project was in progress and brought more paint to the crew to ensure completion. Below you will find the timeline of events.

  ************************* exterior paint project Job #****-0791
  ************************************
  ************ ** 60471
  
  5/15/23 Home was power washed.
  5/17/23 Front of house was painted including the siding,trim, and mailbox. When the crew was finished with the scope of work which included 2 coats of paint the customer refused to sign off on the project or pay for the services. Customer was not happy with the way the stucco substrate absorbed the paint.
  5/18/23 I spoke with ***************, she explained that some of the white trim did not exactly match some of the other areas. I scheduled to meet with her and her husband the next day.
  5/19/23 Visited the residence and did notice a slight difference in the color of some trim and it appeared the gray siding did not cover completely in some areas due to the state of the substrate. I consulted with our ******************************* paint company representative, the painter that completed the work and my peers, it was determined that the trim areas that were slightly whiter had been in an area where some bushes were recently cut down. Those areas protected that portion of the home which allowed the paint to take to the substrate differently than the areas exposed to the elements.
  5/22/23 Spoke with ************** on the phone and explained the cause for the poor coverage and let him know that we can not anticipate if a substrate will require more than the 2 coats on the scope of work until the paint is applied. I let him know we could put a 3rd coat on for additional cost.
  5/26/23 Spoke with ************** on the phone and gave him a quote for an additional coat, let him know we still could not guarantee the 3rd coat would be enough to sufficiently cover due to the weathering of the stucco siding. While applying the 3rd coat we would perform any needed touchups. ************** alleges we only applied 1 coat of paint and refused to have any additional work completed as well as refused to pay for the services that were performed on 5/17/23.
  5/27/23 Left a voice message for ***************, no reply.
  6/1/23 Left a voice message for ***************, no reply.
  6/8/23 Sent an email with a final notice to pay for the work we have completed, if payment is not received by 6/17/23 we will file mechanics lien on the property.