Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Brooks Painting **** painted my kitchen cabinets with the work being completed on 12/17/2021. I received a three year warranty on the job.Over the years, the paint began to easily chip and wear in areas with high usage which is understandable, but also in areas with little use.Knowing I had a warranty, I called the company and the estimator who first came out and bid the job, ***** Schmidt license ******* came out on June 28th. He looked at the areas I showed him with the chips and wear and made the statement "you know I don't have to honor the warranty because I own the company now." I had received word the original owner died. ***** then said he would honor the warranty and would send a painter out for a couple of hours, however the painter just went on vacation so it would be about a week.I never heard anything, so I called back and left a message for ***** with the receptionist on July 30, August 6, and August 14th. Each time she said she gave ***** the message and said he should return my call the same day. He never did. I called again today, August 20th and said I was filing a complaint with the BBB and taking down my good ****** review because I was tired and frustrated from the lack of attention. ***** then called back and talked with my husband, stating because of my changing my ****** review, he was not going to send out a painter because he didn't have to honor the warranty. He also stated he had tried to return my call several times. This is absolutely not true. I have a working cell phone and an empty voice mail. He was able to reach me the one time he tried. His receptionist reached me other times when we did business in 2021. On the Brooks Painting website, ***** is still using the old owner's name, doing business under the old owner's name, using the old owner's reviews, warranties, conditions etc. If he doesn't intend to honor this warranty because he is a different owner, he is committing fraud by utilizing the old owner's website.
Business response
09/03/2024
Hi there,
The integrity of our work at Brooks Painting is very important to us. Brooks Painting is willing to honor and extend the warranty under previous ownership. It seems as though we have had some missed calls on both ends-we apologize for our role in that. Our team will reach out to you via email to discuss the timeline and scope of the warranty. We appreciate your patience with this and look forward to connecting.
Customer response
09/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.Brooks Painting says they will honor the warranty and get back to me via email. I will accept this. However, they have told me this before with no success. If I don't hear from them and have a painter scheduled to do the repair work by September 16th, 2025, almost 3 months after my initial contact with Brooks Painting, I will want to pursue my complaint.
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. ↩
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.