College Pro Painters

College pro had a contract with me for painting which included: lead paint removal defined areas to paint prime and paint exposed wood The project was not completed, did not deal with lead paint safely, and incomplete painting of defined areas defined in the contractI have repeatedly given them opportunities to complete this project and they have not

I just left *** a voicemail to connect and understand this complaint and see what we can do to help resolve itAfter talking with my General Manager Jordan, who handled this complaint directly last year, it sounds like he went out and did a walkaround with one of the homeowners last summer and
they were satisfied with the way the home lookedIf some issues were noticed since then, we are happy to correct them with a different, more experienced painter to ensure this gets put to rest

Complaint: ***I am rejecting this response because: Dezmond L*** with College Pro had purchased the paint, then told my husband he purchased flat but would go over it with SatinThe contract says the gloss level should match siding and trimThe house was originally all flat, siding and trim so was not matchedDezmond did touch up paint with satin and insisted we sign off while the paint was wet as he had another job to startWhen the paint dried it was obvious that the touch up was satin and the rest flat as there are shiny spots all over the house. Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***I am rejecting this response because: Dezmond L*** with College Pro had purchased the paint, then told my husband he purchased flat but would go over it with SatinThe contract says the gloss level should match siding and trimThe house was originally all flat, siding and trim so was not matchedDezmond did touch up paint with satin and insisted we sign off while the paint was wet as he had another job to startWhen the paint dried it was obvious that the touch up was satin and the rest flat as there are shiny spots all over the house. Sincerely,*** ***

Ms***, We recently had a number of Revdex.com files for College Pro combined so we could better ensure service to our customers. In the course of having them combined (some we could not see or access prior) I discovered this filing and wanted to ensure you were indeed taken care
of. I did research our records and I believe Tony D*** did come back out in early to rectify work on the deck but wanted to confirm with you. Again, sorry for the extremely late nature of the reply on here but I had not seen this prior to the combining of other accounts across our region. Much appreciated!

Had local General Manager go out and see the job late last week. Indeed, touch ups on the siding were done in a different sheen than what rest of house was painted. We sincerely apologize that this happened - given the late time of the painting season - we at minimum need to re-touch the house so sheen all matches and will ensure this is taken care of in an open weather window. Additionally and I do not believe earlier mentioned, we found some over spray on a large rear deck. We are not sure weather will allow for it this year, but are going to go ahead and stain the rear deck for customer at no charge. Our apologies that the local franchisee did not take better care before sign off. We will have the local GM get in contact once again shortly to arrange work.
Thank You.
SS*** - VP

I happen to live in Spokane and work near ***'s home so stopped by today personally to inspect the work and indeed did find some touch up work needed.? ? I also connected with *** by phone this evening and next steps are set for her to meet with a local franchisee, Brandon to work
with her and schedule the fix work as well as provide a price for an additional quote on the white trim.? ? -Scott S***, VP

The proposal states that the house it to be painted with a sheen matching that which was on the home at the time the estimate was completed, which was flat on the body of the homeBefore I left the home to pick up the paint I double checked the desired flat sheen with Mr***Once confirmed, I
purchased the paint and in one day painted half of the houseFour days had elapsed and a walk around was completedBoth home owners expressed their satisfaction, and signed off on the contract on the line that verbatim says "By signing below the customer acknowledges having inspected the work and that the work has been completed to the customer's satisfaction, upon signing below, payment must be made in full, do not sign or pay until job is complete." That said, if there were some touchups done in a satin sheen instead of a flat sheen, I would be happy to take care of thisInitially Mrs*** indicated that her frustration was that the sheen was flat and not satin, not that there were satin marks on a flat home as a result of touchupsI will be in contact with Mrs*** shortly to arrange a time to make the siding a uniform flat sheen
- Dezmond L***, Vancouver, WA franchise owner, *** *** ***

Complaint: [redacted]
I am rejecting this response because: Some of their claims are false.  Yes Chelsea offered to come fix the mistakes, but not for free, she wanted me to pay her to repaint the entire inside of the house the correct color.  Yes this matter was solved in small claims but in both of our favors.  I paid for the exterior of the project which I knew I owed, but the inside of the house I paid another contractor for and not College Pro.  College Pro's claims that they won in small claims are incorrect, and there is not a judgement against me which is public record.  Lastly it wasn't just the color that was a problem, it was literally the worst paint job I have ever experienced in my life.  There was paint on my light fixtures, mirrors, cabinet and closet hardware, ceiling, floors, side walk, grass, rocks, driveway, garage, garage walls, etc,.  I also want to remind College Pro that THEIR contractors were DRINKING ON THE JOB.  College Pro shouldn't be allowed in peoples homes, they are a disaster of an outfit and should be ashamed to call themselves painters.
Sincerely,
[redacted]

College Pro cares tremendously about our customers experience.  I have reviewed the write up in this complaint file and will step in to mediate a resolution for the situation with the Franchise Owner.  I have left the customer a voicemail today 7/12 asking her to give me a call back so I...

can have a better perspective and begin to work through a resolution. Alex [redacted] Vice PresidentCollege Pro[redacted]@collegepro.com

At College Pro we take customer service very seriously. [redacted] contacted Chelsea the local franchise owner as he was upset that with the job. Within the day Chelsea (The local franchise manager), [redacted] (The Customer) and Ty (The area VP) all had a call. [redacted] expressed his concerns...

with the job and Chelsea expressed that some were valid and some were not and already taken care of. We asked [redacted] to be able to come out and Chelsea the local owner would work on the project herself to fix any of the concerns on the inside of the project. The biggest sticking point was that the trim board and the walls were painted the same color. On the proposal and contact it was stated that this is the scope of the work that would be done. [redacted] would not let Chelsea come to the property and would not pay for the job. This issue went to small claims court. Chelsea was paid for work that was done and the contract was discounted for some of the work another contract did to finish the job. We are disappointed that we were not able to work with the home owner to correct the issues in a timely fashion and had to have it drag out over months for a court date.

At College Pro we take customer service very seriously. The day we got the complaint, September 21st, our local General Manager called Vinnie [redacted] (The local franchise manager in Duluth, MN) and got him on the phone to understand what was going on. Vinnie had the house power washed and ready to...

go for painting. He had not been in contact with the home owner and needed to get the paint colors picked out. Our general manager called the customer to figure out the situation, from his point of view. The customer explained they were not able to get ahold of Vinnie. Our general manager explained that the house was power washed and ready to go and that all we needed was the color of paint from the home owner. Vinnie called the customer that evening the night of the 21st. They aligned on Vinnie painting the house the next week, September 26th. On the 22nd Vinnie dropped off a color wheel and by the end of the weekend September 25th the customer was going to pick a color.

To whom it may concern, My general manager, Joel, has tried reaching Mr. and Mrs. [redacted] many times to resolve this issue. Joel recently met with Mr. [redacted] and we are in the process of resolving this.  Thanks you

Revdex.com:
College Pro has contacted me and we are working towards a resolution, but it has not been completed yet.
Regards,
[redacted]

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[redacted]
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College Pro has...

corrected this problem for case [redacted]
 
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Complaint: [redacted]
I am rejecting this response because:I appreciate the response from Scott and would like to resolve the problem with him. Colin never responded even after promising to have a crew re-do the deck nor did anyone else from College Pro attempt to correct the problem. We had to dispute the charge for the deck painting on our credit card which resulted in a long drawn out battle. Ultimately, we prevailed and did not pay for the work. Unfortunately, we are still left with a deck that is far from being the result that was promised. It bubbles up and peels and looks worse than before we had the work done. I'm not sure what College Pro can or would do at this point to resolve the problem satisfactorily but we are open to working with them to find a solution.Sincerely,
[redacted]

[redacted], First and Foremost, terribly sorry for the long delay in responding to this complaint via Revdex.com.  We recently had a number of Revdex.com files combined as there seemed to be multiple accounts for a time, some of which we did not see.  Our fault for not catching this earlier of...

course.   As you stated, Brandon is not longer with the company.  That said, at the time your deck was done he was and I want to do what I can to help here.   It also looks like you were in touch with a member of my staff at one point.  I will reach out to him to gather more details on this as it did not hit my desk until finding it here.  Did Colin ever arrange to get you taken care of in any way or did Brandon ultimately cover you financially on the deck portion of your project.   I am sorry the experience was not what you (or I) would expect and want to do what I can to turn this around as best I can, even considering the late nature of my reply.   Thank you, Scott S[redacted]Vice President

The proposal states that the house it to be painted with a sheen matching that which was on the home at the time the estimate was completed, which was flat on the body of the home. Before I left the home to pick up the paint I double checked the desired flat sheen with Mr. [redacted]. Once confirmed, I...

purchased the paint and in one day painted half of the house. Four days had elapsed and a walk around was completed. Both home owners expressed their satisfaction, and signed off on the contract on the line that verbatim says "By signing below the customer acknowledges having inspected the work and that the work has been completed to the customer's satisfaction, upon signing below, payment must be made in full, do not sign or pay until job is complete." That said, if there were some touchups done in a satin sheen instead of a flat sheen, I would be happy to take care of this. Initially Mrs. [redacted] indicated that her frustration was that the sheen was flat and not satin, not that there were satin marks on a flat home as a result of touchups. I will be in contact with Mrs. [redacted] shortly to arrange a time to make the siding a uniform flat sheen.
- Dezmond L[redacted], Vancouver, WA franchise owner, [redacted]

Consumer called, stated the issue is resolved, he received his desired refund.