Complaints

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• Initial Complaint

  Date:01/04/2023

  Type:Order 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.

  On October 21st Advantage Painting began painting my home's interior which i was moving into on Oct 24th. There was a bid accepted and contract signed. For the next 7 weeks they showed up sporadically, mostly once or twice a week, usually arriving between 10:30 & 11 am but always leaving before 3pm, except one day where they came around noon & stayed till 4:15. They never missed at least a half hour lunch break, even on the days they were only there 3 or 4 hours. My home is 35 miles from Albuquerque which takes me 45 minutes to get from here to town. The owner came out to do the bid, never included travel expenses which he said was built in to the cost. The contract stated that $2900 was required in advance which would be used in part for all materials. The balance upon completion. 6 times the owner promised a date for the job to be completed, never once even coming close. He would not show up when he had promised. In 7 weeks time not one single room was finished so that I could unpack & move in. Not one. After contacting him on Dec 5th when he didnt show again, as promised, & hadnt let me know he wasnt coming & was tied ip & wouldnt be out all that week, I informed him that I needed the house completed by the end of the week. The owner promised to bring a full crew out Thursday & not leave Friday until it was done. On Wednesday he texted saying he wasn't going to do this. He wouldn't answer his phone or return texts or emails regarding this. I had no idea his intentions so on Thursday family members came & helped me putting in over 160 hours of painting and patching & redoing much work that had been done carelessly. There is still much painting, sanding & some patching yet to do, but at least I was able to unpack & have my family here for the holidays. I contacted him via text since he wouldn't answer calls stating I required $2000 returned which he was given as an advance in November. He has refused. He also tried adding on travel expenses to his bid.

  Business Response

  Date: 02/03/2023

  When this job began, we were hired by the homeowner's brother-in-law (for whom we've done alot of work in the past) and much of the communication we had was thru him. We told him from the beginning we were on another large job and that we would have to fit her in. We are a small, family owned company with only 3 painters employed. Shortly after we began her job, 2 of the painters became very ill and missed several days of work. This threw us behind in both jobs, and we had to reschedule several times with both clients. The travel time to her job was an hour each way, which was a factor in how long the painters stayed when they were there.  I was forced to divide my labor by both jobs. I kept both clients updated, although my updates were often received with frustration. Additional delays were caused a few days into the job when they came to move her belongings into the property.  This caused about a week delay as we had to wait for the homeowner to move her belongings out of the way so we could resume work. It is true there were several times we were forced to reschedule this job while we were trying to accomodate both clients.  However, our company spent many hours on her job.  We had to pay for labor, plus the purchase of materials and scaffolding, and don't feel a refund is appropriate. Our company made no profit on this job as there was still $2311.87 left on the contract when she asked us not to return (this is less the $200 travel charge which would have been taken off the final bill). We understand her frustration and sincerely apologize for the delays.  Our contract specifically addresses the fact that we are not responsible for delays beyond our control, and we believe illness falls into that category. There was no time frame on the contract by which we were required to complete the job.  My wife, who often handles the scheduling, called and spoke to the homeowner the day after she asked us not to come back and explained to her that we had decided to use the next couple of days to fully complete the big job so that we could come to her house on the following Monday with a full crew and fully complete her job.  There were only a few days left on her job. However, she still felt very frustrated and stayed firm on the fact that she didn't want us to return.