"Mr. [Member Name Removed] took CertaPro Painters to court. His concerns were reviewed before the judge along with detailed pictures of the job. After a thorough review of the evidence, the judge's decision was in favor of CertaPro Painters. The judge's decision was CertaPro had completed the job and fulfilled its contract with Mr. [Member Name Removed]. Mr. [Member Name Removed]'s work is covered by the CertaPro warranty. Any issues that arise under warranty in the future will be addressed."

"Thank you for taking the time to communicate your concerns. Upon receiving this customer's call that there was some peeling on the home to be addressed, I promptly visited the home and examined the peeling areas with the customer present. Since the peeling, although limited, was a concern in particular because a top level paint from Sherwin Williams was used, I contacted the paint manufacturer to have the peeling investigated by their field expert. The field expert visited the home within a week, took peeling paint samples and sent them to their corporate lab for testing to determine cause of paint failure. It was noted upon the site visit that small mites were under the surface of the paint. There was a very large infestation. The Sherwin-Williams lab testing took a little over a month to receive back results. We communicated this during the period with the home owner. Unfortunately, the homeowner felt that the response time was excessive and questioned whether indeed these steps had been been taken. Within the next few days, the lab report was sent to me and I reviewed it with the homeowner. It indicated there were high levels of moisture and bug infestation. This contributed to the issue. Since the 2 year warranty had passed by more than 6 months, I advised the homeowner that we would address all peeling areas, supply the paint free of charge, and charge simply for painter cost to do the work. The homeowner decided to decline this offer."

"This summer CertaPro Painters has completely repaired and repainted all ceiling peeling problems that occurred in the months AFTER the original project at the [member name removed] home was completed in November 2012. We have also fully repainted the hallway and living room ceilings completely to ensure no repair evidence would be visible. It was important to CertaPro Painters that we fully honor our warranty and make sure we delivered a pristine, 100% quality solution to [member names removed]. We spoke with [member name removed] at the end of September 2013. We are happy to hear all repair work is holding up well and now complete to her satisfaction. We asked her to please call us again if any new peeling occurs. We apologize to [member names removed] that they felt they had to wait longer than anticipated. We were challenged to fit this repair work in during our high demand season. We did respond to the customer’s initial and subsequent calls in a timely manner, including going to the home within a few days of [member name removed] reporting the peeling issue to us earlier this year. We will reach out to them in the months ahead to ensure all of our work continues to meet their satisfaction. We will briefly summarize the issue and corrective action CertaPro Painters carried out with this customer to fully honor our 2 year warranty commitment, as we do with all customers who experience any problems with our work after project completion. • The scope of this painting project was to make repairs and repaint a home built in 1940 with plaster walls and ceilings that had significant peeling, particularly on the ceiling areas. These were delaminating completely to the plaster surfaces. • The home was prepped and painted resolving these issues that were apparent at the time. The work started in October but had to be completed in November due to disruption at their home from Super Storm Sandy. • [Member name removed] called in early 2013 to report she observed a couple of small specific peeling locations. CertaPro Painters owner, Lou Federico, went to her home right away to look at the issue. At that visit he explained that homes with this condition will often have a peeling condition reoccur in a different location following a new paint application. This new paint application adds moisture from the wet paint, as well as surface tension from the paint drying process. Lou recommended to [member name removed] that they allow a month to pass to see if additional peeling occurs in other areas. This way the rework can be done during one visit vs having to come back multiple times if new problems developed later. Given the age and condition of the ceiling, Lou felt this was the right technical approach and would minimize the disruption to the customer caused by multiple work visits. • The homeowner felt we were not reacting to her calls for repair. We assured her this was not the case during several conversations with her. We assured [member name removed] that we always honor our warranty with all of our customers. • We completed the repair work this summer as described in the opening paragraph of this reply. We are glad to hear from the customer that she is now satisfied."

"To Angie's list moderator: You have this report listed under the wrong CertaPro Operator. I believe you want to have the CertaPro out of Roslyn. This report is not in our areas and not our customer."