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Business Profile

Painting Contractors

CertaPro Painters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Painting Contractors.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/15/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 received a letter from CertaPro Painters on 9/11/23 regarding their business. I called them on the next day (9/12/23) and scheduled an appointment (for 9/14/23 - 12PM - with *****, Residential Sales Associate) to receive a free estimate on a house painting job (exterior). He gets an A+ - no problems. He gave me a folder with information regarding two sources to help out with financing the proposal amount of $1,685.00. Neither source would approve me for financing because I have no debt. They suggest I call the CertaPro Painters and ask them for help. I did (I kept calling) - and finally ********* said no they cannot. I kept calling the office (but no one picks up - only voicemail, if you want to leave a message). I needed to speak with a live voice. Long story short when I checked my email messages today (9/15/23) - ********* said because I kept calling (approx. 77 times) - (I was trying to let them know that I would pay cash to have the work done - since no one would approve me for financing) - I cannot have my house painted. I would like to have my house painted by CertaPro Painters (and pay in cash). Please inform me of a resolution regarding CertaPro Painters. Hope the solution is favorable. email: ***********************

  • Initial Complaint

    Date:06/26/2023

    Type:Product Issues
    Status:
    Answered
    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 job of painting 2 decks, I paid $1950 +. Upon inspection this spring it was discovered missing paint, blotchy paint. The manager came out and agreed that there was a problem but blamed it on the fact that the deck was too close to the ground and the paint "was pushed off". He subsequently paid me $250 refund and said no guarantee on paint flat surfaces, and also if business was better, he could give me a better resolution.

    Business Response

    Date: 07/11/2023

    July 11, 2023

    Dear *** *******, 

    As you may recall from prior correspondence, I am Corporate Counsel for Certa ProPainters, Ltd. (“Certa Ltd."). Certa Ltd. has received your letter of June 30, 2023, relating to a customer complaint that was submitted to the Better Business Bureau by *** ******* ****** of Rochester, MI ("Complaint"). 

    Certa Ltd. is a franchisor of over 350 independently owned and operated franchised painting businesses throughout North America. Certa Ltd. recognizes the value the Better Business Bureau provides to our franchisees and their customers, which is why Certa Ltd. takes any issues identified by the Better Business Bureau very seriously. 

    The services described in this Complaint were provided by CertaPro Painters of Rochester, MI, which is owned and operated by *** ***** ***. Certa Ltd. has brought this Complaint to *** ***'s attention and has discussed it with him. The services performed were not covered by the terms of the standard warranty offered by *** ***. The warranty specifically excludes flat exterior surfaces such as decks, which are subjected to harsh conditions that could damage the paint, irrespective of the quality of the paint product chosen and whether it was properly applied. 

    In this instance, some sections of *** ******'s deck were in direct contact with the ground, while the rest of the deck was no more than a foot above it. As a result of its proximity to the ground, the deck was exposed to excessive moisture and weathering, which, over time, undermined the paint's adhesiveness and caused it to peel. 

    *** *** nevertheless responded to the customer's complaints within forty-eight hours and offered him a good-faith refund of $250, representing a discount of 10%, which *** ****** accepted as a resolution. From Certa Ltd.'s perspective, there is no reason that *** ****** would be entitled to a full refund in this situation. Therefore, I do not believe there is any further action to be taken with respect to this matter; however, if you disagree, I would appreciate it if you would let me know so that I can take prompt action. 

    If you would like to discuss this matter further, please do not hesitate to contact me directly. Thank you. 

    Sincerely, 
    Corporate Counsel 

    Customer Answer

    Date: 08/02/2023

    This complaint has not been resolved. Please see attached documentation. Thanks for reopening this Complaint.

    Customer Answer

    Date: 08/07/2023

    additional info, please re-open complaint..

    Customer Answer

    Date: 08/14/2023

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]



     Complaint: ********



    I am rejecting this response because:

    additional info, please re-open complaint..



    Regards,



    ******* ******

    Business Response

    Date: 08/18/2023

    The customer states that the reason for his rejection of Certa Ltd.'s response is "additional info, please reopen complaint" but no additional has been provided by the customer that Certa Ltd. would be able to respond to. 

  • Initial Complaint

    Date:08/04/2022

    Type:Order Issues
    Status:
    Answered
    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 went there website and make appointment for guy to come my house give me paint quote he come Friday 7/29/22 his name is Jeremy he take picture and left but today 8/3 he doesn't send me any quote will I call Monday 8/1 she said they send me email but I don't get anything

    Business Response

    Date: 08/24/2022

    August 22, 2022 

     

    Dear *** *******: 

     

    I am General Counsel for Certa ProPainters, Ltd. ("Certa Ltd."). I am writing in response to your letter of August 5, 2022, which I did not receive until last week for some reason. 

     

    I have investigated this matter internally and through the independently owned and operated CertaPro Painters® franchisee that operates in the area where ********* ***** resides. I am admittedly confused by this issue; this customer is a prior customer of the CertaPro Painters franchisee and received the estimate in question on August 4, 2022. The estimate had been sent previously but there was an issue with transmission, so it was sent again on August 4. Considering that the estimate was completed on July 29, I think this was a very timely process. 

     

    Regardless, the franchisee followed up and was told that the customer will hire someone else to complete the work. 

     

    Certa Ltd. takes any issues identified by the Better Business Bureau very seriously. I do not believe there is any further action to be taken with respect to this matter; however, if you disagree, I would appreciate if you would let me know so that I can take prompt action. 

     

    If you would like to discuss this matter further, please feel free to contact me directly. 

     

    Thank you for your attention to this letter. 

     

    Sincerely, 
    Gregory *. S***** General Counsel 

CertaPro Painters is NOT a BBB Accredited Business.

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