Complaints

• Initial Complaint

  22/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Abacab Painting was hired to paint the walls and trim in our home. Painters were onsite May9-14, 2022 after which we requested an inspection by ********************* to discuss our dissatisfaction with the quality of the painting on the trim which included poor coverage and failure to paint all the way to the bottom of the baseboards as well as paint on our windows. *** came to our home on May 24 and told us that the baseboards were not completed and that his painters would finish the job after our new carpet was installed and he would make sure we were happy with the job. On June 13, the painters returned and did additional work but they failed to completely fix the issues and created additional issues due to poor quality and left without telling us they were done. ********************* then demanded payment without coming to do an inspection and proceeded to call four times between 10pm and 11pm, at 1:30am and at 5:30 am. On June 14, he came to our property and when the door was not answered, he trespassed in our backyard and was looking in our windows and our garage. I was in a meeting and asked him if we could speak in 30 minutes, but then he sent multiple *********** texts and yelled/swore outside our front door. This behaviour is extremely unprofessional and borders on **********. We are not happy with the work, but we do not feel safe having him or his employees on our property to rectify the situation. We have offered to pay for the materials used for the trim portion of the work if receipts can be provided, but do not feel we should pay the full balance owing since the job is not complete. He has threatened to put a lien on our home and we do not want this to affect our credit. The quote for the work was $****+GST ($**** in total). We have paid $**** so far.

  Business response

  08/07/2022

  The following is an explanation of what transpired.
  We painted this house, all three levels, two coats new color. All walls match main color. All trim was included. We also painted 20 door and frames, 6 windows and all the baseboards. All trim was a color change and we needed to put on a third coat.
  Abacab only uses Benjamin Moore top of the line paint. Advance semi gloss is the trim paint we use which is the best and we have painted hundreds of doors and frames with this product.
  I sent ****, **** and ***** to ******** house on Monday to start a 5 day job. All three painters have over 30 years of experience. We had to add Saturday to finish the job. We worked out with ******* that we would come back for touchups once the carpet was installed to complete the baseboard and any other touchups needed.
  On June 6-10 the carpets were installed. I called ******* to receive final payment as he had paid two amounts. The down payment was $1600 and he paid $1760.00 so there was and outstanding amount of $1680.00. He said he could not e transfer me the total amount and said to come over and pick up a cheque for the remaining amount. I said it was fine he could pay me half today and the rest the next day. This did not happen. I phoned him and he did not return my phone calls. Finally 3 days later he said he was not happy with the job and I said I would come over and look at it. The baseboards still needed to be finished after the carpet was installed but all the walls were perfect and some trim needed a quick touch up.
  ******* and his wife said OK and Thank you and it was decided they would pay me the final amount when we came back. We came back Monday June 13 and I had all three guys go through the complete house and I told them to touch up everything and make it perfect. I was not available until 3 that afternoon so I phoned **** to say I was on my way and he told me ******* went through the house with him making them do over the complete house. They finished at 1:30 and Left. I then sent a text to ******* and thanked them for the work and sent the final invoice again. He then text me back and said my guys did not complete the touchups. I sent him back a text and said I would come right over to see. He never called me back. I phoned him numerous times that night but no answer. I finally said I would be over at 10 the next morning on a text.
  When I got there he did not answer door but I saw him in the window. I thought maybe he didn’t see me so I went to the back door and rang that bell. I went back to the front and ******* finally answered and said I could not come in and he would call the ******. In the 40 years I have been in business I have never met a person that lies as much as this guy.
  I sent an overdue notice to ******* again on July 5 but still no action.
  
  Thanks
  ****** *******

  Customer response

  08/07/2022

  
  Complaint: ********
  
  I am rejecting this response because:  The individual is not providing a proposal for resolution.  In addition the business is not behaving in a respectful manner with their continued comments ***** ** ***** * *****  The response also fails to include that on Monday, July 4, 2022 ********************* placed a phone call to my phone number and left a voicemail indicating that they wanted to bring an "********* **** *** ***" to our home along with the manager of the paint store (*** **** *****).  We responded to this voice mail later on July 4 with a written e-mail indicating that we wanted to have the identity of *** ********** **** *** *** verified by the BBB before we would let that individual into our home.  We also wanted to have the identity of the paint store individual provided to us.  Subsequent to this e-mail we did not receive a response from ****************** or anything from the BBB about **** ******* ** *********.  ** *** ********* ** **** ** **** * ****** *** *** ** ************ *** ***** ** ** ******** ***** *** *** ******** ** **** *** *** ****** **** **** **** *** *** **** *** **** ********** ** ******** *******  ** *** ********* ********* **** * *** ********** ***** ** ********* **** ***** ** *** ************* ** *** ******** **** *** ** *** **** **** *** ***** *** ******* ** ** ** ** *******************  There are also some factual issues with statements in ****************** letter, including the comment that the staff put three coats of paint on everything.  On May 24 ****************** visited our home, and informed us that only a single coat had been placed on the baseboards and that they would come back and fix it.  Considering the amount of time the painters spent in our home on the Monday, June 13 (approximately 5 hours) they did not put two full coats of paint properly on the baseboards.  They actually did not do the baseboards in the front room and I asked them about that close to noon and they did it but left an hour later.  If you are supposed to wait a few hours between coats of paint I can say with what I feel is reasonable degree of certainty that area does not have 3 properly applied coats of paints based on ****************** comments of May 24 and the actual worker performance on June 13 which ****************** never came to our home to inspect or supervise the workers that day.
  
  We think at this point it's important to point out that on June 15, 2022 we made the following offer to ****************** to help at least partially resolve this issue:
  
  

  1)      We will pay immediately for the cost of all of the trim paint.  We have already paid for all of the wall paint but regardless of quality of work the trim paint has been consumed and we feel it is appropriate to re-imburse you for that cost.  To be able to do so we need to receive a clear summary of the trim paint costs accompanied by either .jpg or pdfs for the receipts from your bookkeeper (that individual can send them directly to me at this e-mail address).  Please note the paint costs must clearly be traceable to the trim paint only.  Once we have confirmed the costs of the trim paint from the summary and receipts, that cost will be reimbursed directly by e-transfer.  After that reimbursement we will no longer be re-imbursing for any material costs.  The determined amount of the paint will be deducted from the remaining claim balance of $1680, reducing it to a lower value.

  2)      With respect to getting the job completed adequately and us being satisfied to be able to pay any further funds for any work performed, based on the events of Monday, June 13 and Tuesday, June 14, 2022 (as were outlined in the separate e-mail regarding your conduct) we believe it is best to involve the Better Business Bureau.  We noticed that you have their sticker on the truck you drive, we are taking this as a sign of your membership with the organization.  We believe they will provide appropriate mediation to come to some sort of acceptable resolution for both parties and intend to contact them next week.

  Since June 15, 2022 we have received no response from ****************** to the above offer.  The above offer still stands; however, at this point we would like to receive some indication of appropriate actions from the BBB regarding the communication regarding ***** inspectors coming to our home.  We are not happy about this misrepresentation being provided to us. We would like to interface further with the BBB on this issue.

  
  Sincerely,
  
  ***************************

  Business response

  09/08/2022

  We are sorry you are not happy with your interior painting. Abacab has always prided themselves on completing all work to a customer’s satisfaction. Abacab has been in business for over 40 years with no complaints. This record stands for itself. Abacab painted your complete interior all walls two coats new color, all trim, 16 doors, 16 door frames, 10 windows and all base boards on 3 levels. Abacab returned to touchup the baseboards after the new carpet was installed. The workers walked through the house with you and you accepted the work as complete.
  With $1680.00 still left to pay Abacab phoned to arrange payment but was informed by yourself you were now not happy with the painting and refused to pay. When Abacab management tried to come see the job so they could correct any issues as is our policy you refused.
  Abacab would gladly remedy any problems but without seeing the issues immediately after the job was complete it is hard to evaluate and accept of dispute the claim.
  
  Sincerely
  *** *******
  Owner
  Abacab Painting and Decorating Ltd.

  Customer response

  15/08/2022

  
  Complaint: ********
  
  I am rejecting this response because:  Please see ******** letter (*************************************) for detailed response.
  
  Sincerely,
  
  ***************************

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