CertaPro Painters® of Reading
About us
At CertaPro Painters, our reputation is based on Certainty — your Certainty of a job well done. We focus on the details of every project — interior and exterior — and we focus on you, our client.
Business highlights
Services we offer
Interior & Exterior Painting. Deck Staining & Pressure Washing. Wallpaper Removal.
Amenities
Free Estimates
Yes
Accepted Payment Methods
- CreditCard
| Number of Stars | Image of Distribution | Number of Ratings |
|---|---|---|
| 83% | ||
| 8% | ||
| 8% | ||
| 3% | ||
| 0% |
I won't hire them again. As I have looked at the work over the time they have done it I have had to have them come back and do some rework and I would like to have them come back again. Their work is supposed to be guaranteed, but I don't think I will ever hire them again in the future. There was nothing specific, I just think that they worked very fast and I think they worked too fast. I would rather have had them spend a little more time and a little more attention to detail. They wanted to get in, get out, just get the job done and get paid. The work shows that's how they operated. The could do a better job in the future and pay more attention to detail. Their responsiveness was good; they did come relatively quick.
"Hello, [Member Name Removed]. It disappoints me to hear about your experience. We are always hard at work to make sure our team delivers on our brand promise and every customer has a positive experience. We will take your feedback into account as we work toward improving the way we do business. Our goal and commitment is to deliver 100% customer satisfaction. Nothing else will do. Our crews do work fact, but that does not mean we can sacrifice attention to detail, and as you said we responded quickly to fix the issue. Thank you for providing honest feedback. Knowing where we are missing the mark helps us tackle our weaknesses as we strive to be better every single day. If I can be of further assistance in re-mediating this matter would you reach out to me at your leisure by phone or via email. Thanks again for your honest feedback, Tim Meade"
They put us on their schedule, and contacted us with all the final details. The plan was to power wash the surface, and then finish with 2 coats of Elastimeric paint. They always called, or e-mailed, to let us know when to expect them, and what was being done that day.
After the two coats were applied, it looked as if the paint soaked into the surface, more in some places than in others, and the whole project looked uneven.
I called Jill and asked her to come out and look at it herself. She was very concerned, and came out right away. She agreed with me, and said they would add another coat of paint to even it out. This was done with no cost to us.
Jill was extremely easy to deal with , and very easy to get along with. Because of how she handled the issue, I would use them again on other projects. This is the way you hope someone responds when an issue arises. We were very happy with the results.
"Thank you so much for your comments. We would love to say that we never have any issues, but that would be unrealistic. However infrequent they may be, we do believe that if a customer is not satisfied we run to the problem and will take whatever reasonable actions necessary to ensure your satisfaction with the finished product. We really appreciate you recognizing our commitment. Thank You"
"[member name removed], Thank you for your comments and feedback. We do our best to enure that every customer is satisfied with the service we provide and we are grateful that we have met or exceeded your expectations. Thank you for allowing us to serve you. It is great customers like you that make this business rewarding and worthwhile."
THE FOLLOWING IS MY REPLY TO THE COMPANY?S RESPONSE:
It?s incredible that rather than attempting to be reasonable and
work with the customer to come to a mutual, fair understanding, you attempted
to misrepresent my words and at points even lied to make it appear as though
nothing out of the ordinary took place when a negative pattern of behavior is
evident. I will correct your fabrications in the hope that I can save
anyone else from such a sad experience.
1) It is unbelievable how you can type a falsehood when you know
quite well no one ever communicated a ?window? to me of between 8-9 A.M. I was only told 8 A.M.
2) Why do you request paint 4 days in advance if you will just
wait until the last moment to get it and risk arriving late to your
appointment?
3) Why did your team supervisor fail to call me and let me know he
was running late? Why the lack of
courtesy? Is this how you train your
employees or do they just learn from example?
4) Your estimator and I came to the agreement that a power washer
would be used on this specific job. This
is as black and white as it gets. For
your information, when I spoke with the estimator the day of the job, he was
shocked that the team supervisor came to my house without a power wash. Is that something he failed to tell you, his
boss?
5) While I did speak on the phone with your estimator the day of
the job, at no time did I convey to him that painting the door trim for free
would be enough to alleviate our multiple inconveniences. I told him that I wanted to speak with him
later that night but later texted him that it was a long day and would catch up
with him tomorrow, particularly via email.
I sent an email to your estimator on Tuesday morning and after 4 days,
by Saturday, he still had not responded, even after another phone call and
text. I was then forced to call the
office which was obvious was covering for him and just wanted this issue to disappear
as quickly as possible with no intent of an adult discussion.
6) Yes, the three members of your team were hard working.
7) ?It is surprising that you were satisfied with that concession initially and then
became disgruntled because they performed the work quickly and
efficiently.? First, and once again, I
was never satisfied with the concession and second I was not disgruntled at
their quick work but rather your shady (for lack of a better word) manner in
charging/discount. The prep/painting of the back
door trims lasted 40 minutes, maximum, so to cite it as two hours of labor at
$85.00 is deceiving and insulting. At less than an hour of labor, it
should have cost about $30.00. Do you believe $30.00 is reasonable as a
?reduction for inconvenience? that lasted 6 ½ hours and cost us nearly $1,000? By the way, if you quote a standard
charge on said items, I guess something can cost $500.00 but who cares if it
takes 1/10 the time to complete. It sure looks good on paper to have a credit of $500.00 when in reality
it cost only $50.00.
8) Yes, after 6 ½ hours the team?s work was solid. But the
lost time and continued aggravation was not something we paid for or expected
at all. Once we had a chance to look over the job, as rushed as the
supervisor made us feel, we were satisfied but not thrilled; there is a big
difference from a customer?s perspective.
I did not receive a sincere apology from the estimator or you
(unlike the manner in which I was treated with delays and childish avoidance,
having to wait days for a response). What if I hadn?t called you, would I
still be waiting? Furthermore, you did not present a financial discount
that was not offensive in relation to the amount of money and time my wife and
I invested in such a project. Even a discount on future work would have
been a welcomed step in the right direction. You seem to say all the diplomatic words
but your actions fall way short of sincere rectifications.
As the customer you made me feel as though I did something
wrong. When on the contrary, I was just trying to note and improve errors
made on your team?s part. That?s when the situation became worse because
you failed to do the right thing(s). My wife and I deserved better,
period. No one is trying to take
advantage of you, in any manner whatsoever, however, we feel as though that
happened to us. Your business needs to
learn to stop making excuses, find real, sensible solutions which both parties can
agree to, and most importantly learn how to provide authentic apologies not
hollow words.
"[Member Name] I am sorry we did not meet your expectations on this project regarding our customer service. I would like to address your concerns that you have stated in this review. It is unfortunate and we apologize for our painter showing up late to your job. I am not sure how you scheduled 8:00 A.M. because we always use a window from 8:00 – 9:00. This is because often (and in your case) the painter was traveling from more than an hour away and had to stop at Sherwin Williams get supplies. We simply cannot predict traffic or how long we may have to stay at the store, so we do not schedule specific times, we schedule windows. We typically do not get paint in advance as it frequently causes confusion and can lead to mistakes. We have found that getting paint the day of the job reduces the number of errors and yields the best results from a customer satisfaction standpoint. Never-the-less, we did not show up between 8:00 and 9:00, we were 15 minutes late and we truly regret the inconvenience it caused. You also expressed concern about power washing. You are correct, our painters did not arrive at your home with a pressure washer. You will note on your proposal it specifically says “Most often a powerwash (occasionally a hand wash) to remove dirt and mildew so the new finish coat will adhere properly.” It is our standard procedure that on small jobs, like garage doors, personnel doors, fragile stucco, etc that we hand wash the surfaces. When our crew arrived, you stated that you wanted those areas powerwashed. In an effort to ensure your complete satisfaction, our supervisor left the job to go secure a power washer. Again, this is not our normal procedure, but in an effort to satisfy your request we took the extra time and effort to accommodate your request. It is not true that our supervisor never used a powerwasher before, he has more than 15 years of experience using a powerwasher and uses that equipment on the majority of the exterior jobs he performs. The job did take 6 ½ hours as opposed to 4 or 5, because we did leave to get a pressure washer, but it was completed on time and on the same day that we originally promised. Under normal circumstances, unless there is a need, we do not sand surfaces to be painted, we remove loose and chipped paint. We would be happy to remove old paint and sand to make the wood appear smooth if you would like, but obviously sanding and stripping takes a great deal more time and expense. Again, if you felt that our office and sales associate were unresponsive, we sincerely apologize. Please note that you did talk to our supervisor and our estimator telephonically on Monday 8/11. We believed that our discussion on Monday and offer to paint the door trim for free had alleviated the inconvenience you felt that you suffered and that you voiced in your email on that same day. Regarding the time and value of the work we performed to compensate for your inconvenience, you were quoted our standard charge for these items, not a time and material charge. By your own admission the painters work well together and did a “solid” job. They are a very good and very professional crew, they perform quality work quickly. It is surprising that you were satisfied with that concession initially and then became disgruntled because they performed the work quickly and efficiently. Once more, in your review and in your email to us, you state that you were pleased with the quality of work and work ethic of the painting crew. We sincerely regret that you felt you were inconvenienced and did not receive proper treatment from our office or sales associate. We work hard to ensure that every customer is satisfied with the service and quality that we provide."
Kip the estimator, was very professional. He explained everything relating to every element of the job very carefully. I found him to be very friendly. Seemed to care about our needs and was sympathetic to our situation with our previous contractor.
Ivan was very detailed oriented, did quality work and was very tidy. They made sure we were pleased with every aspect of the job. I appreciate his hard work and think he is an asset to CertaPro. He seriously has more work ethic and determination than any other contractor that has ever worked in my home. He was very professional and constantly went over his work to ensure perfection. It would be our pleasure to have CertaPro come back and work for us again. We would like Ivan to come back if we have any work performed by CertaPro in the future.
Thank you guys for a job well done and for getting it done so quickly. Ivan is a true asset to your company and you should be sure to keep him around. Everything about this company is professional. From the initial consult to the end. I especially enjoyed how thorough their contract was and how it spelled out everything. They also gave a certificate of insurance without asking for it.
Call these guys. Highly recommend.
"[member name removed], Thanks so much for your great comments. We constantly strive to provide the best customer service in the business and while we may not always hit the mark, it does not stop us from doing our very best every time. Hopefully, you feel the treatment you received was our norm, not an exception. Thank you for letting us serve you, we look forward to working with you again."
The company had painted the kitchen and family room prior to this job. Had done a wonderful job. Only problem is that we can't open the kitchen windows because they were painted closed.
The deck job that was done by the company is chipping away. Were told they would be back to finish the project. That hasn't happened.
"[member name removed], I am sorry about any error you feel has been made with regards to the windows or window treatments. We have tried to call and contact you and left messages three times to see what we can do to correct any issues you may have, but we have gotten no response. We will be happy to come by and correct any issues."
We could not be more pleased with our decision to contract with Certapro - and even more pleased that Certapro has someone like Brian working for them. It you have the opportunity to have Brian's Team in your home - you can rest assured the project will be completed correctly! Brian and his team are respectful, courteous and professional.
We had other estimates that were less than Certapro but I am convinced now the final result would have been 'less'; we cannot find one mistake in their work....absolutely great!!
Great Job and Great Experience.
"[member name removed], thanks for having us back again. We truly enjoy working with customers like you and look forward to serving you again. We strive to get our customers to say wow - we are glad you are satisfied."
We cannot say enough about their attention to detail and professionalism.
They arrived each day exactly when they said they would and they were respectful and considerate of us and our home.
Brian and David are sincere in their desire to provide a 'more than we bargained for experience'.
The finished product looked fantastic and we are looking forward to them painting the interior of our home.
"[member name removed], Thank you for your kind words. All of our crews work hard to ensure that all of our customers are part of the process and are satisfied with the final product. We know that attention to detail and communication is important and we try to ensure you are satisfied with both."
"Laura, Thank you for your comments. I am pleased that you were satisfied with the results of the project."
Licensing
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