Complaints

• Initial Complaint

  21/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Forest city painting ********** did my exterior of house and made a complete mess damaging my exterior of house many different locations pictures sent to company and complaints and now deflection and not taking responsibility totally rejecting any responsibility Pictures and emails to confirm my major complaints my house looks impracticable Looking for your help not fair to be treated like this

  Business response

  03/11/2023

  Dear BBB,
  
  We appreciate your assistance in resolving the customer complaint filed against our company, Forest City Painters in ******, *******. We are committed to addressing this matter and providing a fair resolution to all parties involved.
  
  We understand that the customer, [Customer's Name], has expressed concerns regarding the project we completed in May, and there have been issues related to the outstanding invoice. We would like to clarify the timeline of events:
  
  Completion of the Project: Our team completed the project in May, and we made multiple attempts to follow up with the customer to ensure their satisfaction and address any potential issues. Unfortunately, our efforts to communicate and receive feedback were met with limited response (1 response to an email in July simply stating he would look into the outstanding invoice).
  
  Collection Process: Due to the lack of response and in accordance with our company's collection process, we initiated the collections process in October for the outstanding invoice, which was the first indication that there were any concerns on the customer's part.
  
  Customer's Complaint: It was only in October, in response to our collections efforts, that the customer communicated his concerns with the project. These concerns had not been previously conveyed to us, and we were unaware of any issues until this time.
  
  Uncooperative Communication: Since the customer's complaints surfaced, we have attempted to reach out and seek clarification, as well as resolve any issues. Regrettably, the customer has been uncooperative in providing specific details or sharing information about who he may have communicated with in the past regarding these issues.

  The concerns expressed in the clients photos and email could have been easily addressed with a service call if we were made aware of them in a timely manner (within 7 days of completion).

  After careful consideration, we have determined that continued efforts to collect the outstanding balance and maintain communication with the customer may not be productive or in the best interest of all parties involved. As a result, we have decided to cease further collection efforts and communication with the customer regarding this matter.
  
  Our commitment to customer satisfaction and the quality of our services remains, and we will continue to serve our valued customers with the utmost dedication. We will also strive to learn from this experience to improve our processes and ensure that future interactions with our customers are more effective and positive.
  
  We appreciate the BBB's assistance in facilitating communication and resolution. Please do not hesitate to contact us if you require any additional information or updates on this case. We are grateful for your efforts and support in helping us reach an equitable resolution.
  
  Sincerely,
  
  *********************
  Sales & Service Representative
  Forest City Painters
  Cell: ************ 
  Office: ************

  Customer response

  03/11/2023

   
  Complaint: 20765203
  
  I am rejecting this response because:

  Regardless of how you spin this botched job your company name screwed up and now trying to deflected the blame towards me, I've reached numerous times with no reply , that's the only reason held back $1700 from $5000

  Horrible company to deal with you seen the pictures and now whats infront of them and aware totally pushing any responsibility 

  Not fair to be treated like this by the sale person.......not management!!!!!!!
  
  Sincerely,
  
  ***********************

  Business response

  08/11/2023

  Dear BBB,
  
  We appreciate your ongoing assistance in addressing the customer's concerns. We are committed to providing a fair resolution to this matter and addressing the issues raised by the customer.
  
  We have taken note of the customer's response to our previous communication and understand their continued dissatisfaction with our handling of the project and communication.  However, there is no intention to spin any information provided; we are committed to addressing this matter based on the facts. The customer mentioned having tried to contact our company without a response. We take this matter seriously, and we would like to clarify the timeline of our communication:
  
  When the client first agreed to have us do the work, I sent a confirmation email November 22, *************************************************** concerns at any time before, during or after the project please don't hesitate to contact me directly. Both my email and cell phone were made available.  No one in our company has any record of the client trying to contact them.
  
  Our payment terms are full payment upon completion of the project, and we typically follow up after 60 days. I sent an email on July 27, 2023 asking I'm just following up as a reminder and to see if there is something keeping you from making a payment.  Please let me know if there is anything I can assist you with. This would have been an excellent opportunity for the client to express their concerns, given their complaint about poor customer service and lack of response. However, their response on that occasion was instead OK thanks I'll confirm and otherwise will take care of this.... Thanks D.  When the client did not respond further, we followed up by email on August 17, called on September 14 with no answer and inactive voicemail, and emailed the same day, expressing a desire to address any issues before sending the account to collections. The final failed attempt to contact the client by phone was on October 12, after which we registered the account for collections.
  
  It was only after receiving the notice of collection that the client informed us of concerns about the workmanship, nearly six months after the project's completion. To aid in resolving the matter, we requested that the client forward the emails they claimed to have sent by replying to the email that included anyone in our company responsible for communication. This information would have been instrumental in showing us that they tried to let us know about their concerns. However, instead of providing such information, the client responded aggressively in their emails, making it challenging for us to understand how we could have assisted them sooner.  
  
  In our previous message, we expressed our commitment to resolving the customer's concerns. However, we understand the frustration and difficulties in communication that have arisen. Given these challenges, we have decided not to pursue further collections on the account or continue attempting to communicate when it is clear that the customer is unwilling to do so constructively.
  
  Our priority remains achieving a fair and satisfactory resolution for all parties involved, and we appreciate your continued support in facilitating communication and resolution.

  Thank you,

  *********************

  Sales/Customer Service

  ************

  **********************************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩