Complaints
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:06/24/2024
Type: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.
i contracted w CertaPro to paint and to rehab columns and paint exterior of house. Before signing off, there were issues addressed on the widows walk that was a mess, or areas appeared to be passable until the next week.
The paint was peeling off and the wood filler was insufficient. The columns ended up w paint bubbling up and filling coming out.
It was worse than before they were painted. I called and the project mgr came out. “It’s moisture in the wood” not our problem”
Moisture was not the problem and moisture readings are recorded on the columns for evidence.
Moisture would have to be an issue on the metal pedestal too, if that were the case.
Please have someone come and see what a mess I’m in.
This has been over a year, but they sent ****, the project mgr, several times - the same guy that believes it’s moisture.
The most recent visit was this year 2024, still claims it’s moisture in the wood not the “paint or poor job”.
They issued a new contract for redoing a portion of columns for $7,000 and no responsibly nor guarantee of work. This was ridiculous for a portion of work for $7,000 only half way up the columns.
Yes, I did and do have extenuating reasons for taking over a year. Please consider coming by to see this job.
A look would be worth a thousand pictures.
Thanks
Business Response
Date: 06/28/2024
We disagree with this assessment of the project completed in 2020, particularly
regarding the columns. These columns were showing signs of rot due to
moisture, and we were contracted to help with the appearance of the
columns. Unfortunately, while not apparent through a visual inspection,
these columns contained a high level of moisture. This revealed itself
after the project was complete when we began to have adhesion issues where the
repairs were made. Upon further inspection, we uncovered the excessive
moisture content of the columns. The results of the moisture test were
shown to the homeowner. These moisture tests were completed and results
shown to the homeowner multiple times in the following weeks. The
homeowner was in full agreement, at the time, the moisture content was elevated
and was the cause of the failing repairs and paint. The moisture content
remained high for the duration and was also verified by a representative from
Sherwin-Williams. While we and Sherwin-Williams cannot warranty the
performance of our coatings due to the continued high moisture content of a
substrate, we offered to repair the columns again with a moisture resistant
filler as a customer service once the moisture content issue had been
resolved. This plan was made in full agreement with the homeowner.
Multiple attempts were made to schedule a return once the moisture content,
while still high was within the specs for the new filler, was manageable.
The last attempt at contact to perform the customer service was made in June of
2022 with no response until very recently, and the previous moisture issues and
attempts at repair were disregarded. The homeowner called earlier this
year wanting someone to come look at the columns. Because of the extended
period of time from when the project was completed and the last contact from
the homeowner we declined at this time to provide a free customer
service. The homeowner understood and requested an estimate for the
repair and painting. The homeowner requested a much higher level of
finish and with a much more expensive wood filler than was previously quoted in
2020. There are 4 very large columns and 2 half columns against the
house. The quote included repairs to all 6 and painting the entirety of
the approximately 20 ft columns.Initial Complaint
Date:08/21/2023
Type: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 Certa Pro based on your rating to stain two decks and paint a bedroom wall. We were told the stain that they put down would last at least two years. One year later it looks like it was never touched. We spent close to $3000 cash on the project. My husband contacted them to make it right. A manager came out and said there was nothing they could do. My husband asked if they could at least provide the stain and my husband would redo it. The answer was no. I will never use or recommend them to anyone. I plan to post my complaint on Nextdoor for all my neighbors in Farragut and Avalon to see if this is not resolved.Customer Answer
Date: 08/21/2023
I have been contacted by CertaPro and we have reached a decision to resolve the matter. I would like to have my complaint removed from your website.
ThanksInitial Complaint
Date:07/11/2023
Type: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.
They sub out their work and don’t stand behind their service. Sales Rep **** shows up, walks your house and discusses job, who supplies paint, etc. Told me we had enough ceiling paint. 7:30pm first day of painting the SUBS inform me they are out of ceiling paint. We scramble to get more so they can restart at 8am the next morning. Next day, they paint ceilings. Paint smells like rotten eggs. I get shrugs and told that’s normal. Job gets finished, few days later I notice areas that were missed and stripes on ceiling. Supervisor comes out, AGREES with us, says they will repaint for NO CHARGE and smelled the leftover paint, confirmed it was rancid paint and to buy Sherwin Williams. $400 worth of paint, we get house prepped, supervisor and SUBS show up. SUBS start complaining. They go outside for 20 minutes, return and tell me they now have to charge me to repaint ceilings. It isn’t their fault. Reread above WHO told us to begin with we had enough paint. Certa Pro. Who told us there would be no charge? Certa Pro. Who in the end dictated the outcome? The SUBS.
Obviously, the subs run the company and they will not stand behind their work.
WARRANTY was never mentioned. AGAIN, **** told me we had enough paint. Meagan the supervisor told us there would be NO CHARGE and to buy NEW paint for the subs to repaint ceilings. They do below par work and use a bogus “warranty” to cover their sloppy work!!Business Response
Date: 07/12/2023
We are working with Ms. ******* in person to resolve this issue. We are confident we can find a solution to resolve any concerns. Sincerely, CertaPro Painters of East TNCustomer Answer
Date: 07/12/2023
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,
******** *******
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