Complaints

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:08/14/2023

  Type:Service or Repair Issues
  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 Painters to fully paint the interior of a rental home on June 29, 2023. The work began on July 27, 2023. Issues of concern arose during and at completion of the project. These were not addressed or repaired by team or ordered by the Residential Operations Manager for the business, **************************Specifically:1. The crew refused to sweep or power wash back deck. There was thick, white powder with footprints on the deck with several small paint stains throughout the project. We had deck power washed. ($75.00)2. The door frames at the double doors leading to the sunroom were not painted properly or even filled in with a product such Bondo to dry first and then paint. ($150.00)3. All old, plastic k**** on bifold doors were removed before painting. We requested that new k**** we had purchased be installed on bifold doors. The answer was that the company does not replace k**** Instead, 12 old, plastic and sometimes cracked and broken k**** were re-installed on the bifold doors. We have had the work properly done at our expense. ($150.00)4. Two bifold doors had not been re-installed and one was improperly installed. Parts of the bracket were missing. We had the two bifold doors installed and removed the one with missing parts. Then the top pivot bracket was replaced, and the door reinstalled. ($200.00)5. Three sets of bifold doors were painted only on the outside but not on the inside panels. These will be re-done by our service person. ($300.00)6. The curtain rod in the front bedroom to the right was to be removed, holes filled and painted. This was not done. ($75.00)Clean-up: The contract states full clean-up with debris swept and removed from property and deposited in appropriate trash receptacle. This was not done on the outside deck area, the main area for exit and entrance.Preparation: The contract states that gaps will be filled in woodwork as well as minor cracks and holes in surfaces. This was not done at the sunroom double door section of the home.Notes: The contract states that "at the end of the project the *** will do a final through (Pride Walk)". This was not done at completion nor were we contacted to do so.This reduces bill of $8833.00 to $7883.00. We request an adjusted invoice and speedy settlement of this matter.

  

  Business Response

  Date: 08/14/2023

  Good afternoon. Yes, we received your email with punch list items yesterday afternoon (Sunday), and then just now received the same punch list via the BBB. We are committed to fulfilling our contract with you and would appreciate the opportunity to finish the project. To address your concerns in order:

  1. We could've/should've helped out by cleaning the deck and will take responsibility for it ($75), even though multiple other trades were present.

  2. We can re-prep and paint this door frame as necessary for you.

  3. We do not replace door k**** if not discussed prior to the start date at an agreed upon price. This is not a free service we offer.

  4. We will take responsibility for the bracket and labor on the malfunctioning bifold door ($200).

  5. The back sides of bifold doors are typically not painted but we can certainly do so on our return visit.

  6. Removing curtain rod brackets and fixing the holes was not on your contract.

  Thank you for your cooperation. We will be reaching out to you today to schedule a return trip to address these items asap this week.

  Customer Answer

  Date: 08/14/2023

  Complaint: 20463369
  
  I am rejecting this response because:

  1.  It does not adequately resolve the issues stated in the complaint.

  2.  Two alternate resolutions were sent to my email.  We have accepted one of the options offered, but have not received the final, adjusted invoice as yet.

  3. I will notify the BBB when the final bill is sent and the settlement is complete..

  Thank you. 

  I appreciate it.

  
  Regards,
  
  ***********************

  

  Business Response

  Date: 08/15/2023

  Great, we would much prefer to communicate with you directly. We typically have relationships with our clients where we're partnered together to find the best possible resolution for everyone involved. Thank you for your cooperation.

  Customer Answer

  Date: 08/15/2023

  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.

  I am awaiting an email from ********************* to complete our settlement agreement.
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 08/15/2023

  Complaint: 20463369
  
  I.  Certa Pro received a complaint to discount work done at a property.  We agreed on a discounted amount of $800.  Then Certa Pro attempted to change the agreement.  Please see original offer below from *********************, ***** Pro Production Manager:

  *Thank you for your message. I sincerely appreciate your candor and willingness to provide feedback as we work to come to a resolution regarding the issues you are experiencing with your project thus far. As a locally owned business that's been serving the greater Austin area for over 20 years, word of mouth referrals are the steppingstones for our company. We know not every project will go off without a hitch, but we do take pride in the fact that we stand behind our work and will do what it takes to make it right. 

   After speaking with my team, we have 2 resolutions that I will list below:
  1) We can return to sweep/rinse the deck, caulk/bondo and paint the sunroom door, paint the interior side of the bi-folding doors, and remove the curtain rod. We understand some items have been completed, which we can discount your project by $200 for the doors that you had to install. I understand that you requested doorknobs to be replaced, but this is not included in your contract, therefore I cannot reimburse you for those. 
  2) As stated before, we typically do not like to simply discount a project and would love the opportunity to correct the mistakes we made. Based off of our email exchange if you elect to not have us back, we will discount your project by $800.00, but will need receipts beforehand for our records.

  *I chose option #2 though I had originally requested a discount of $950. I agreed to $800 in the name of expedience. Please see response to Certa Pro below:

  1) We can return to sweep/rinse the deck, caulk/bondo and paint the sunroom door, paint the interior side of the bi-folding doors, and remove the curtain rod. We understand some items have been completed, which we can discount your project by $200 for the doors that you had to install. I understand that you requested doorknobs to be replaced, but this is not included in your contract, therefore I cannot reimburse you for those. I do not accept this resolution. The doorknobs were not replaced as preferred - with the new doorknobs bought.  Instead, the painters put the old, yellow, and cracked doorknobs back on that were on originally.  There was even an attempt to paint some of the old plastic k**** Some of the cracked k**** were actually missing part of the plastic. This was not helpful or logical. I believe it was not a good use of time for the painters or for the consumer.
  
  2) As stated before, we typically do not like to simply discount a project and would love the opportunity to correct the mistakes we made. Based off of our email exchange if you elect to not have us back, we will discount your project by $800.00, but will need receipts beforehand for our records.
  I accept this resolution.  I wish to resolve this quickly as it has been stressful.  Receipts will be forwarded in a follow up email shortly. 
  Once we reach settlement, please send a new, final adjusted invoice with this wording on the top.  
  

  II.  *Please see the original complaint I sent below with a breakdown of items not completed, left undone, or partially done:

   1.  ******** refused to sweep or power wash back deck.  There was thick, white powder with footprints on the deck with several small paint stains throughout the project.  We had deck power washed. ($75.00)

   2.  The door frames at the double doors leading to the sunroom were not painted properly or even filled in with a product such Bondo to dry first and then paint.  ($150.00)

  3.   All old, plastic k**** on bifold doors were removed before painting.  We requested that new k**** we had purchased be installed on bifold doors. The answer was that the company does not replace knobs.  Instead, 12 old, plastic and sometimes cracked and broken k**** were re-installed on the bifold doors.  We have had the work properly done at our expense.  ($150.00)
  4.  Two bifold doors had not been re-installed and one was improperly installed. Parts of the bracket were missing.  We had the two bifold doors installed and removed the one with missing parts. Then the top pivot bracket was replaced, and the door reinstalled. ($200.00)
  5.  Three sets of bifold doors were painted only on the outside but not on the inside panels.  These will be re-done by our service person.  ($300.00)
  6.  The curtain rod in the front bedroom to the right was to be removed, holes filled and painted. This was not done.  ($75.00)
  Clean-up: The contract states full clean-up with debris swept and removed from property and deposited in appropriate trash receptacle.  This was not done on the outside deck area, the main area for exit and entrance.
  Preparation: The contract states that gaps will be filled in woodwork as well as minor cracks and holes in surfaces.  This was not done at the sunroom double door section of the home.
  Notes: The contract states that "at the end of the project the *** will do a final through (Pride Walk)".  This was not done at completion nor were we contacted to do so.
  This reduces bill of $8833.00 to $7883.00.

  III.  *Please see response below from Certa Pro:

  We do appreciate you working directly with us and want to come to a resolution as well! I did offer an initial settlement of $8,033.00, but after looking at the receipts and speaking with *******, that amount has changed since the cleanup of the deck was not caused by CertaPro. I have also attached your invoice from GND PWR, where they have already included $75.00 for the curtain rod repair, and I cannot reimburse you for the same charge twice. Our offer still stands with a discount of $725.00 making your invoice $8108.00.

  IV  *Please see my response to this lower offer:

  ***********, Our agreement stands at $8033.
  If ******* did that, it was kind, but there were many other issues that ensued.
  In fact, we will use this amount of $75.00 to take care of the holes in the wall from the curtain rod - which the crew asked me if I wanted off or on at the beginning of the project.
  I asked for the rod to be removed.  
  We asked for modest amounts to repair and paint areas that were missed.  We expect Certa Pro to keep its word.
  I will alert the BBB that Certa Pro is still working on this agreement with me and that we have not reached a resolution.
  I expect to receive a bill for $8033 today.  
  I will reinstate the complaint if needed. (now done)
  At your request, I am dealing directly with you.(no longer the case-we will work from the BBB platform directly)
  Your response is not acceptable.