CertaPro Painters® of Chagrin Falls OH

"This project was signed off as complete when the first crew left. On receiving a complaint about the wrong material being used (an error by our technician) we sent a second crew who completely redid the work, re-skimming the walls and using the more expensive material. The second Supervisor reported that the first effort had been every bit up to standards. Regardless, the project was entirely redone and homeowner was obviously satisfied as they tried unsuccessfully to hire the second crew to do additional work on the side at a reduced rate. Neither Supervisor is willing to go back to this project reporting that they were belittled and verbally abused through the process. The homeowner phoned the office demanding a full refund (which we fully believe is the point of all of this complaining), which was refused. They were quite abusive to our office staff as well. Finally, we sent a Sherwin-Williams representative out to inspect the project. She recommended that a couple of minor touch-ups would more than take care of any complaints, so we scheduled a third technician for a full day to take care of them. The homeowner refused this third effort, threatening a social media backlash if we didn't give them a full refund. It is our honest opinion that this complaint is not about resolving any perceived shortcomings, but that it is an effort to have us refund their payment. Our refusal is not a matter of refusing to take care of our obligations. It is the principle of not allowing this homeowner to scam us further."

"We do our best not to stop until the homeowner is delighted. In this case the original technician wasn't as crisp as we would have liked. He'll be reassigned until this particular skill is improved."

"We have reached out to this customer to resolve her quality issues. Her comments on our own survey included that most of the work is good, but there are some areas that could be improved. We will return at her convenience and not stop until everything is completely to her satisfaction. It is true that we pay crews both on an hourly and per job basis (1099). We find this an excellent way to expand and contract based on the seasonality of our business. Each 1099 crew has to earn their next job by providing the quality and service we expect and coach them to deliver. They are among our best and will delight over 600 homeowners this year. We are embarrassed that this homeowner did not get the experience we strive to provide."

"This project was started during the rainy season last year by a crew that is no longer with us. A deck must be at less than 20% moisture before a stain can be applied, and we were just not able to reach this in the time frame that was acceptable. Subsequently, our crew lead did have some personal issues and had to be replaced, which took even more time as our replacements were all on other projects. We apologized for the delay. Subsequently, we have discontinued the use of the latex based solid stain from a major paint manufacturer based here in Cleveland, and will only use a hybrid alkyd version. We have reached out to this homeowner and offered to redo anything that is not perfect, even if it is not covered by our 2 year warranty."

"While we are disappointed with the frustration vented here, this homeowner has since contracted with us for more work, which we will gladly undertake, making every effort to deliver an exceptional experience."

"This project was completed almost two years ago, and again we are confused why a lack of satisfaction is just now showing up on Angie's List. The satisfaction survey that we do at the conclusion of every project did not indicate anything negative at all, or we would have reached out to the homeowner to remedy anything that wasn't 100%. Our records do indicate that we had some minor confusion regarding his taking multiple discounts, but that was resolved before the project started."