Complaints

This profile includes complaints for CertaPro Painters of Pittsburgh East's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CertaPro Painters of Pittsburgh East

  8865 Norwin Ave Ste 27 Irwin, PA 15642-2769

• 

  CertaPro Painters of Pittsburgh East

  8701 State Route 30 #136 North Huntingdon, PA 15642

• 

  CertaPro Painters of Pittsburgh East

  837 Westminster Drive Irwin, PA 15642

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:12/02/2022

  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.

  This painting company was to complete a job to our satisfaction Failed to do the job required to do. Disrespectful and disregarding the concerns we had.. the subcontractor they used and team were far from qualified. Lack of respect we received subcontractor ***** ****** who was indignant and disrespectful. Never notified us was coming and dissed us as if we were not worthy to show him another awful portion of the job required. So he left to go to his car and our effort to point out another huge error he left and refused. He came here with an attitude and unannounced
  We have a gate he just opened and stood out on our side porch. Wouldn't talk to us at all. We simply assumed because he was scolded. Now want only to deduct a tiny percentage . Refused to come and correct issues with any other team. Now would cost more for us than before the job because now needs redone and paint removed from everywhere .

  Business Response

  Date: 12/16/2022

  December 14, 2022 
  Complaint ID********* 
  Response From: 
  CertaPro Painters of Pittsburgh East 

  
  We appreciate the opportunity to provide the "other side of the story" as per the complaint submitted and our response requested. 
  At the completion of the project as per our proposal to the customer, the Job Site Supervisor did the final walk around with the customer to ensure all was completed to the customer's satisfaction. At that time, all was satisfactory with the customer walk through. When the Job Site Supervisor confirmed the project was complete with the office, we sent an email to the customer confirming the project completion and the amount due as was agreed to in the proposal. 
  We received a follow-up email from customer a couple of days later in reply to our request for payment that they had looked over the project again and said that there were some items of concern and would like somebody to stop back and look over the project issues with them. 

  
  We set an appointment to stop back and at that time, reviewed and went over the items of concern and question with the customer. Some issues were not an issue at all and were related to the condition of the substrate and were painted correctly. Other items of issue and concern were written down and listed in agreement with the customer to be taken care of in a punch list and consisted of three items to take care of. 
  It was agreed that the crew would return on a good weather day to take care of the punch list items. They were informed that since it was an exterior project, the crew would not coordinate any visit because as they had already been to the property location and they would come when they could when the weather permitted and take care of the agreed to punch list items. 
  The crew arrived as the weather permitted one day and began to take care of the agreed to punch list items as were agreed to with the customer. Note at this time, the customer had already met the Job Site Supervisor and crew from originally doing the project, so the customer knew the crew. We estimated that the punch list items would take approximately 2-3 hours to complete, at most. 
  As the crew was going about their work, the customer, who was home, came out of her home and began to yell at the crew. The Job Site Supervisor informed the customer that they were there to complete the agreed to punch list items and would be soon be out of their way. The customer mentioned that there were other issues that they came up with. However, our office was never contacted of any additional items beyond the agreed to punch list. 
  
  The Job Site Supervisor told the customer that the crew only does the items on the punch list work order and if there were additional items, they were to contact the office to be reviewed and added. 
  The customer continued to yell and berate the crew and use foul language, including the "F" word, yelling at them, and eventually told them to get off of the property. The customer also had another relative present and both were making threatening innuendos to our crew. 
  At that time, our crew honored the customer request and left the property. 
  The Job Site Supervisor immediately reported the incident to our office. This crew has been with us for over ten years and receives satisfactory reviews for their work. 
  After their report, we sent an email to the customer and informed them that we did not appreciate how our crew was treated, and especially being yelled at and berated and use of the "F" word. We were not going to return to honor the punch list we agreed to. 
  

  We informed them that their payment was still due for the painting that we had originally completed and that they could deduct $250.00 off the original proposal price. The $250.00 amount was offered for the labor and time estimated that it would take another painter to complete the punch list items that we attempted to complete for the customer. 
  We made a good faith effort to take care of the customer's issues and complete the agreed to punch list items. However, with the way our crew was treated, I respect the crew's decision to not want to return to the customer's property. We also decided to not send another crew because of the customer's actions. 
  We feel the offer to reduce the original cost due for the project was fair so the customer could find another crew to complete the punch list items. 
  Our belief is that the customer does not want to pay for the project at all and hence creating these issues. To note, the customer did not pay a deposit for the project and has not paid the company any amount for the work completed. I think it is fair to say that the project was completed per the proposal and with only three minor punch list items to take care of, in agreement with the customer, is not an indication the project was not completed as specified. 
  

  Desired Settlement: 
  Pay the original proposal amount less the $250.00 for the punch list items to complete. 

  Customer Answer

  Date: 12/16/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ***** ****