Painted the exterior of our house
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.
