CertaPro Painters® of Rochester Southeast

My experience was CertaPro painters was thorough and easy from start to finish. I dealt predominantly with Doug to set up the work to be done he was very available and easy to reach.I was pleasantly surprised by the level of communication from both Doug and his crew. His estimate was fair and easy to interpret and understand. When it came to the work the crew was clean and organized easy to work with and understanding of my schedule. They showed up on time and prepared to work every day, presentable, polite and knowledgeable of the task at hand. As for the work I could not have been more pleased. the quality of the work was superb and the end result was exactly what I had in mind. Overall fantastic job done by Doug and his CertaPro crew

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Doug, Mike and the crew were great.  They actually started the job more than a month than I originally expected and finished it within 3 days.  Everything looks wonderful and they left the place cleaner than when they started, including powerwashing my front walk! 
I would highly recommend Doug and his team and will keep them in mind for the next time!

It went great! They were very attentive to our special needs, the guys guys came in after the kids went to school so they didnt disrupt our morning routine. Worked hard everyday, and even put the furniture back every single day after they wrapped up. They cleaned up every day. If I saw anything that needed attention they took care of it right away.
Very very happy, its nice to be able to have folks that you dont know very well come into your house and have an immediate and lasting sense of trust, very rare.
They stripped wallpaper in a couple rooms and uncovered quite a bit of nastyness behind the paper. Lots of cracks and digns etc etc. I was surprised at how well things turned out after they finished, I cant believe how much they got things smoothed out, couldnt be happier.

The owner came by for an estimate and sent us  a contract with the estimation the next day. He was eager to have our business, kept sending us emails to ask what he could do to have our business while we were still waiting for other estimates. One evening he came by to my house and signed the contract with my husband. The contract was signed when only my husband was home and it did not include a second coat of paint and the finishing of the deck as we preferred. The next day we called and emailed the company and the owner to cancel the contract as the contract stated that we could do so within 3 business days; the owner never answered our phones or emails. Finally he answered the phone when our limitation time passed and we only had the choice of adding the second coat of paint and including the deck at a much higher price instead of checking out more contractors.
The painting was done by his subcontractors, when we had issues it was hard to reach the owner. As the contract stated one of the board at the front of the house should be replaced with new board, but it was only being patched and left with obvious unevenness and very rough surface not matching the others at all, when I asked to have it changed again, the operation manager finally came by and was quite rude and yelled at me as if I do not know anything about this kind of work, saying the board material is no long available, not willing to even patch the work for a better results.
On another occasion, when my husband pointed out the work was not done properly at the back of the house, one of the painters was quite verbal.
The most unpleasant situation came when one of the painter fell off the ladder and the ladder damaged two sections of the gutter with dents. Luckily the painter was ok and we never saw him again after the incident. The other painters reported the incident to the owner, the operation manager came by the next day and tried to downplay the damage to the gutter. We also realized there was another section of the gutter in the front of the house where they worked was bent, but no one told us what had happened.
The  operation manager decided he could just touch up the dents and cover up some of the white paints the painters got on the black gutter with black paint. Unfortunately the dents won't go away.
The same evening the painting for the house was completed, the operation manager came by for the payment and I paid him in full as an honest customer in hope of that he would fix my gutter at my request. He promised he will come back the next day, of course that did not happen. I made many calls to him, he either did not answer my calls or just found excuses and never came back. After two weeks, I decided to take the matter to the owner, sent several emails to the owner with  estimation for the gutter, first he did not answer my emails, at my repeated messages he finally answered and said he could find someone cheaper to fix it, when i asked him to send me the information he never responded again. When I called again and again, he said he would only pay half of the repair cost at the completion of the repair. First I never agreed he should only pay half of the repair cost, secondly at this point how could I trust him that he will pay at all when the work is done?
As a good customer instead of taking away the repair money and pay the remaining balance, I paid  my full payment upon work completion in appreciation of the physical work done by the painters:  they did their job and deserved to be paid. But I sure learned my lesson doing so: not everyone will act as a good citizen!
At this point, I would never recommend CertaPro Painters of Rochester Southeast to any of my neighbors or friends because how unprofessional this franchise is at resolving conflicts.

It was a great experience from beginning to end. CertaPro was very professional and thorough. Before any one even came out to give me the estimate I spoke with them on the phone and I received an email full of references and other important information. Then Doug came to give the estimate. He arrived on time and was very nice. He gave me a detailed estimate and addressed all of my questions/concerns. They followed up with me a few days later, after giving me some time to think things over.
We set a date for the painting to begin. Communication was good. I heard from Doug a little before that date to let me know that someone would be over to powerwash and when they would begin the painting. The painting began when was promised. The crew of painters that arrived were very professional and did a super job. Before they left they cleaned up  and let me know they were finished. I will definitely be calling them again when I need to get my Interior painted and if I ever need anything else done.

Overall, the job went well.  The initial power washing was done on a rainy Monday and the outcome was poor, including a unit's dryer vent cover being broken off during the washing.  After bringing it to the attention of CertaPro's owner, the washing was repeated satisfactorily two days later and the owner promised to repair the broken dryer vent cover.  The painting was scheduled to begin the following Monday but was delayed two days because of what was described by the owner as the crew chief having a problem with the production vehicle.  The painting began on a Wednesday and proceeded over the course of the next seven days, including the weekend.  Permission to work on the weekend was sought by the company prior to doing so.  A job that was projected to take ten days was completed in seven due to a stretch of good weather.
The painters were very courteous.  They were respectful when a couple of issues were brought to their attention.  These issues primarily centered on a garage door and some trim boards that were not prepped properly and needed additional scraping and painting.  The trim was repainted the same day and the garage door was redone on the final day. A single front entry door, the last one painted on the final day, required repainting.  As of this writing (9 days after the completion of the project), that door is still waiting to be done, despite follow up notes being sent to the owner.  After being reminded about the broken dryer vent cover, someone returned the day after the painting was completed and repaired the vent.  The crew did a very good job of cleaning up the grounds of the townhouse complex including sweeping up paint chips up the roofs of the buildings.  No project overruns were encountered and the job was completed at the quoted price.

First of all I was a little surprised that the person who answered the local company's phone  said "hello," rather than identifying the company name. (I had to ask to make sure that I was calling the right place) She scheduled an appointment for a quote; then several days later called back to change the day and time, saying "I don't know how this happened."
The person who came out to do the quote was personable but seemed hurried and gave me a quote right away without asking a lot of questions, but was very reassuring that they could do all the things that I asked about. He promised to have references sent out right away.
I never received references from them, nor any follow up until an email  3 days ago. I responded by saying that since I had never received the references, I had hired another painter. He responded again that he didn't know how that had happened because he had sent them to me. No apology, just a "it wasn't my fault" attitude.
In addition to the lack of references, I did not hire them (even though their quote was lower than another painter's, whom I did hire) because I felt there was a big lack of professionalism and customer service in this company overall.