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Business Profile

Painting Contractors

CertaPro Painters of Bartlett

Complaints

This profile includes complaints for CertaPro Painters of Bartlett's headquarters and its corporate-owned locations. To view all corporate locations, see

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CertaPro Painters of Bartlett has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    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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    • Initial Complaint

      Date:11/30/2022

      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 company (CertaPro Painters of Bartlett, ** at ********************************************************* - **************) is trying to increase the amount due from the amount agreed upon proposal. There was no contact during the project where the company identified a discrepancy between my expectations and their costs. They completed the project with LESS than sub-par quality and damage to my bathroom vanity and hinges and now is trying to up charge me greater than $1500 (roughly a 33% increase to paint and caulk the inside of two bathroom vanities) of the agreed upon proposal (please see clearly delineated time line in paragraph three of my letter). I never agreed to a price increase verbally or with signature.I have never worked with a contractor that did not stop work on a certain part of a project to realign and obtain approval of a needed increase in price if a discrepancy between the customers expectations and the initially agreed upon ***** was identified. No notice was provided that a price increase would occur until AFTER the work in question was completed. AND the specific work in question resulted in damage to my bathroom vanity. No reasonable person would ever agree to pay any amount close to $1500 to have the inside of two bathroom vanities painted and caulked.I have all communication between myself and CertaPro Painters of Bartlett, TN (************************* - Residential Sales Associate and ******************* - Owner) and pictures to substantiate my claims of no notice of increase in price AND the subpar work provided. I have uploaded the letter that I sent via email to the owner ******************* (to which I have not received a response) and just a few pictures, not all, of the subpar work. As stated in my letter to **************, I have no faith in this company to complete the work originally agreed upon or repair the damages to my bathroom vanity(s). To rectify their damage, I will have to remove the doors, fill the multiple drilled holes in the vanity, tough up paint, buy new hinges and rehang the bathroom vanity doors.I do not want this it escalate to a legal issue, but I am more than willing to do so instead of being taken advantage of by this company.

      Business Response

      Date: 11/30/2022

      The first two email messages attached explain the charges levied to ************, as well as document the communication between our company and her.  

      At the time of the cabinet painting, my Job Site Supervisor explained to her that the inside of the cabinets were not included in the original proposal.  She directed him to go ahead and paint inside the cabinets, which he did.  We notified her of the additional cost required as soon as we found out that she directed him to perform the additional work; as stated in my email, that additional work added $1,019.00 dollars to the ******** originally charged for painting the cabinets in question (which is reasonable given that we increased the surface area to be prepared ad painted by about 75%).  

      The remaining $476.13 of increase for her proposal came because the trim painted during her project required an additional coat to accomplish the color change needed with her selected paint color.  We disclose at the time of the estimate that additional coats of paint may be required to achieve complete coverage; it is not an optional thing, as we also guarantee our materials and workmanship for 2 years; we had to apply the additional coat to her trim in order to produce a correctly-painted end product.  The total additional charge or the work performed at **************** home was $1,495.00.  The amount charged was reasonable, given the additional work requested by the customer.  She added the insides of her cabinets to the project while our painter was there, and insisted that he perform the work; the possibility of trim paint pricing increase was something about which we notified her at the time of the estimate (in writing).

      Also, in the interest of full disclosure, ************ has made no mention of any damage to her bathroom vanities before a message sent over the Thanksgiving holiday (which I am sad to say I missed until mentioned in her complaint).  I offered to speak with her via telephone, at her convenience; while she stated that she named a time, my offer was to speak with her, at her convenience.  I am sorry that I missed her response asking about a specific time; I did state my willingness to speak with her.  

      Customer Answer

      Date: 11/30/2022

       
      Complaint: 18481884

      I am rejecting this response because: The MOST important point is that there was NO mention between 7am and 2:15pm, well after the work was underway, that there was a discrepancy and an increase in price would be needed & agreed upon prior to their proceeding. I received a new proposal AFTER the work was completed and one I NEVER signed.

      Sincerely,

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

      Business Response

      Date: 01/12/2023

      As stated and detailed in my previous communication, ************ was informed of the scope of the project at the time of booking. She directed an increase to the scope of the cabinet work, which *as I detailed (and did the math for) in my previous communication, for which we charged her. 

      I reiterate that ************ made no mention of damage to her vanity at the end of the project, nor at any time until her message over the Thanksgiving holiday. Her vanity doors were left in an open position at the end of painting; her Job Site Supervisor instructed her to leave them open for at least 48 hours for the paint to initially cure. Any damage (of which Ive seen no precise description) would have been apparent at the time of the final inspection of our work. What damage is present, or how it occurred, is at this point a mystery to me. 

      Finally, part of the increased charge (about 1/3) came from an additional coat of trim paint required to properly develop the color chosen for the trim. In our detailed, writing proposal we inform our customers of the possibility that two or more coats of paint may be required to provide proper coverage of surfaces. We specify the number of coats of each coating to be used by room and surface in every residential proposal. Her project required a second coat, for which we charged her. 

      While I appreciate the fact that ************ is upset (per her statements, primarily about the increase in price), I have explained the reason for the increase. If the only way to resolve this complaint is to make a concession on the cost of the project, I am willing to waive the increase in charge for the cabinets, and to charge only for the additional cost of paint on the trim painted in the project.  

      Im happy to discuss this matter with a representative of the BBB, as well as with ************.

      Thank you. 

      Customer Answer

      Date: 01/13/2023

       
      Complaint: 18481884

      As far as I am concerned this matter is closed. I have paid the original and only agreed upon proposed amount. My opinion regarding the lack of quality, lack of professionalism and damages incurred remains unchanged. I was never provided an opportunity to share my concerns as I was never given a Pride Walk through subsequent to the completion of work. As I stated before, I have pictures that I will be happy to provide and publish to substantiate my position and the ridiculousness of the work that is in dispute. This is now bordering on harassment and he needs to cease an desist.

      Sincerely,

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

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