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:10/22/2024

  Type:Billing 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.

  We hired this company and began work on September 28 to paint our entire residence. While the quality of the work was satisfactory, it did not meet our expectations given the $8,500 investment. We requested the owner return to address the damages caused by his team, including scratches on our window, for which he paid $730 to replace, as well as the rushed trim work which resulted in what he referred to as "spit bubbles" from his paint gun. When inquiring about the corrective measures he would undertake for the trim work, the owner indicated he would only be using a razor blade and sandpaper on the highlighted areas, neglecting to address the widespread "spit bubbles" throughout the entire trim. We expressed our dissatisfaction, noting we had already accepted a less-than-adequate paint job, as he failed to properly prepare the surfaces, painting over dust, dirt, nicks, and nail pops.
  
  We have decided to overlook several issues, particularly the overspray which occurred on our ceiling during the trim painting process. As a result, our ceiling now features a white base with gray paint applied to it.
  
  We have communicated to the owner about his website containing misleading information, that claims comprehensive quality services, including drywall repair and preparation, are part of their interior painting service. However, we did not receive any of these services. We insisted he either rectifies these issues appropriately or we will engage a professional and seek reimbursement upon completion. Subsequently, he has indicated he will only cover the cost of the window he damaged and will not undertake any additional repairs to address the existing problems.

  Business Response

  Date: 10/23/2024

  The work for this project actually began on Friday 9/27/24 as they run a day care in their home and shut down that Friday so that the children weren't in our way while painting.   The work went on through Thursday 10/3/24.  The homeowners were home the entire time while we worked on their home and kept a close eye on things throughout the process.  That Thursday once we were finished with touch ups, clean up and the residence was vacuumed we did the walk through like we do with every customer.  They said everything looked great and they were going to refer their friends and neighbors.  The small spots of overspray on the ceiling were mentioned and I said that I would be happy to touch those up and that I just needed the color of the ceiling.  They said it wasn't a bid deal and not to worry about it.  It would literally take me 5 minutes to fix. The bid was for $8,250 but there was an additional $100 for the upgrade in paint specific for day cares and hospitals, bringing the total to $8,350.  They like the job so much that they tipped us an additional $150 to bring the amount paid to $8,500.  There were no issues until a week later when I began to be contacted about a small scratch in the glass on a window and that one of the drawers in their kitchen island wasn't shutting.  I went back over promptly and took a look.  The drawer bracket on the inside where the trash can goes was never removed by us, but I replaced the spring and fixed it anyways.  As for the window the only thing we ever touched the window with was masking tape and plastic.  I don't think we scratched it and there is no evidence that says we did, but I take care of my customers and I paid almost $800 for them to get a new one to keep the peace.  After that, more erroneous claims began to surface such as we scratched their floor and there are spots on the window trim from us.  I could tell then that this was just going to go on and on.  Before we even began painting I spoke with them about how their walls were a flat sheen which builders use to hide imperfections and that when you use a more shiny paint all that shows up.  That going from a light color to dark and shiny also causes imperfection in the surface to show, but they said they wanted to proceed with the more shiny sheen and dark color.  We masked off and created a dust barrier with plastic in their kitchen, living room and dining room and worked on two sets of windows and an island for 3 days, so I wouldn't say there was anything rushed about it.  What they are seeing in the window trim was preexisting and now shows up because it has gone from white to a shiny dark color.  As for the alleged drywall repairs that were left undone... all you have to do is look at the bid which states we are going to fill nail holes and nail pops.  We patched over 100 holes and pops throughout the 4 bedroom home in which we painted the basement, living room, kitchen, dining room, hallways, stairwells, four bedrooms and 3 bathrooms.  We aren't drywall professionals which is why it doesn't state in the contract we are going to rip out tape seams and wall corners and tape and mud the corners of the walls.  Skim coating walls is what it's called when you want your walls to be as close to perfect as possible and that is when a drywall professional comes in and coats every inch of the drywall throughout your home with mud and sands it down.  This is not what we do, nor does it say we will in the bid or on our website.  The bottom line everything was fine and looked great until they looked around and found a scratch on the glass and floor they had never noticed and wanted to blame it on us.  They have children in the home and run a daycare, but for some reason any imperfection in the house must have come from us while we were there painting.  We have been in business for 18 years and have thousands of happy customers.  Eventually when you're in business this long you're gonna run into a customer like this that thinks a couple coats of paint are supposed to rebuild his house for him.  Paint definitely changes a space and makes it look better, but it doesn't replace your drywall and all your trim before, that's what carpenters and drywall professionals are for.

  Business Response

  Date: 11/02/2024

  Both parties have communicated through email and come to a resolution in this matter.  Please consider this issue resolved. Thank you.

  Customer Answer

  Date: 11/04/2024

   
  
  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,
  
  
  ******* *******