Complaints

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had exterior painting at my house which I am very pleased. The problem is when they replaced some wood on the windows they used so much for and they caused the seal on the interior of the window to separate, when I called them they claimed that since their work was only exterior they would not fix it. My main issue is the damages/ seal separation was not there until they worked on the house, and I tried to get them to understand that to no avail. The only way I noticed is because I was dusting my windows and found all those issues by the windows.NOTE; The pictures I have are are large I will email them separately.

  

  Business response

  12/11/2024

  Apologies for the delayed response, We have already spoken with client and addressed concerns. We had scheduled a time to go out and take a look at the warranty areas and also touch up the interior portion as a courtesy. The client had to reschedule the appointment and we are awaiting clients response to set up a new date. 

  Customer response

  12/12/2024

  Good evening, 

  The company is scheduled to come on the 19th on December to take care of the repairs. I would like to wait until it is done before I take their word for it. please let me know if it is okay to wait for them to get done before I send my message of accepting that the issue has been resolved.

  Thank you!

  Sincerely,

  Victoria

  NB: I will definitely update you (BBB) when it is done. Thank you!

  Customer response

  12/20/2024

  I hope your day is going well, Gonzalez painting was just here, and they fixed the problem. 

  Thank you for helping me

  Sincerely,

  Victoria

   

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November 2022, I hired Gonzalez Painting to do exterior and interior painting. The interior painting was not done appropriately. I called the company to explain the problem and got no results. Although theyre painting is a three-year guarantee, they are not willing to honor this guarantee. The company painted a wall and hallway in the wrong color when I asked them to correct it they asked for a picture and I sent it and they said it was the correct color. During the painting I had several corrections that they needed to make and did not make it. I was also confused as to how I hired Gonzalez but ************************************* kept showing up. I paid them over $9000 for work on interior and exterior. The only thing I want is for them to correct the mistake, they made in the hallway and ceiling. The paint numbers they claim to have used are not the correct numbers. I want other customers or potential customers to be aware of this company.

  

  Business response

  01/11/2023

  When we completed this project in October it was a process, by which ***************** was unsure of colors she wanted to use and we came to an agreement of an additional charge $111.70 for paint that was purchased of a color she picked and changed her mind after the paint was purchased. The paint once mixed can not be returned, that is why that charge was put in place. Per our contract we ask for our customers to be completely sure about colors they chose because that is not something we are responsible. We purchase and apply paint colors that customers chose, in this case I believe that ***************** may have had a change of mind again in regards to the color applied. Also, after reviewing the customer survey the customer filled out and signed off on, **************** claimed we did "very good job", I can provide a copy of this if necessary. 

  In summary, the colors applied to the walls are the colors the customer chose. If it is incorrect that is because we were given a color that the customer was not convinced with themselves, and that is unfortunately out of our hands. 

  The warranty covers areas missed, paint peeling, per contract coating not satisfied, not what ***************** is claiming. 

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Gonzalez Painting painted my house less than 3 years ago using lifetime warranty paint however it looks like it was painted over 10 years ago and I live in a subdivision with an HOA which requires the maintenance of our homes. I paid them close to $4000 and I can't get them to return to honor their warranty agreement after repeated attempts since late April 2022.

  

  Business response

  07/05/2022

  With company policy being that the original crew is responsible for any warranty work that needs to be done, given that the original crew is no longer with us, we agreed that a different crew would be sent out. ***************** was given updates on finding a new crew. Upon finding a new crew, we attempted to contact ***************** to schedule however she changed her phone number making it impossible to reach her. Fast forward sometime, we received a phone call threating us that we will hear from her attorneys, which has not been done. we can still come out to address touch **** We need a secure point of contact. 
  

  Customer response

  07/06/2022

  I have provided them my number each of the 4-5 times I have called and they also verified my number in their caller ID. I  advised I would contact an attorney if my issue was not going to be addressed only after making numerous calls with no offer towards a resolution,  I just kept getting the same excuse, requests for pictures and promises to get back to me. They already scheduled to come out 2 months ago and had me sit home missing work but they never called or came, they just apologized after I called them and told me they didn't know when they'd be able to get someone to come complete the repairs.  I am happy to provide my number once again through this site as proof they have it if that will move us to a resolution.  ************. Thank you 

  

  Business response

  08/29/2022

  ***************** will be contacted today to set up an appointment for us to come to her property. 

  Customer response

  08/29/2022

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

• Initial Complaint

  04/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  What is advertised and discussed prior to beginning job does not happen. Sales Rep and employees blatantly did nothing they agreed. Employees sent do not speak fluent English nor understand direction. The paint job is subpar, purpose of paying $3,000.00 was to get the attention to detail and a completely professional job customers wish. Areas that required smaller brushes they did not have to sufficiently complete the area; drippings running down the wall, areas barely painted. Personal items ended up with paint in areas they were not painting, left paint on light fixtures, milky floors from where they wasted and wiped up paint. Painters came back and still did not deliver as they were in a rush to leave. I was still pointing out what was not done. I requested a ******* on site to oversee the painters and ******** lied and said they were sending a ******* to call later to state the ******* was there, but the painters all said they were not a *******. I requested someone who could speak fluent English and give direction to correct the problem, they would not send, therefore, the issues were not addressed to our satisfaction. Paint drippings down the wall, under the steps was painted two separate colors (white trim and the spare white for wall to clarify); anything down low received no attention; doors they paint the front, yet not the sides so when you open the door you see a different color. I wrote many complaints to the company during the process. The company will not send different painters to correct the problem, have to the deal with angry painters who made it worse. They did not caulk as they promised, missed many areas including the ceilings. I want the matters resolved or I would like a partial refund to cover having to pay for corrections elsewhere. $3k is a lot for a subpar job. I paid for professional work I did not receive, not to mention they left trash in my in my yard, paint on the deck which was not being painted.

  

  Business response

  04/25/2022

  To begin with, 

  The pricing advertised is clearly only for exterior paint jobs, this project was an interior one, so that is not accurate. To continue, the ******* was indeed there, as you stated early on their English is not the greatest therefore they probably did not understand what the word ******* was. The issues can be addressed and the customer is entitled to request for these issues to be corrected. The customer paid for a 3 year warranty on this project. Company policy states the paint crew that completes the job will be the ones to correct any issues unless they no longer work with us, that is not the case, therefore what we can do is send a different ******* with the same crew to meet with you and correct any issues you may still have. Please let us know when would be a good time to coordinate that. 

  Customer response

  04/30/2022

   
  Complaint: 17100588
  
  I am rejecting this response because:  The quote provided was for interior originally quoted from the Sales Rep who spoke fluent English. The Overseer of the crew said he was not the *******, as well as the other employees, and again he did not speak fluent English.  Secondly, a ******* or Sales Rep or another bias person who speaks fluent ENGLISH must accompany the workers, as what is being conveyed needs to be understood and DONE, as I did not appreciate the sloppiness the 2nd time around along with the attitudes and tone of their loud speaking Spanish conversation showing their anger for having to come back.  I don't speak Spanish and I am not an interpreter and I felt very disrespected by their actions.
  You mentioned nothing on cleaning or replacing items that got paint on, that was not even in the area where they were painting.  I paid $369 to clean my floors, and $121 for the carpet for the stairs and hallways because of the paint drippings and I could not get up the milky white color on the floors,which was not like that prior to the paint job. This does not include the other floor that still needs to be clean for dripping the paint and trying to clean up the floor in the area in which there was no painting.  Nor did they clean up the trash from their lunch, yet they asked to use the microwave to heat their food.  So, they ask for what they want.   I want professionalism and I want someone who stays focus, cares about detail and being professional, and doing a professional job, as well as being respectful to our home, no loud talking on the phone for hours while you work, painting with one hand, and the pregnant lady who only does some painting, some higher lower trim and doors which has many missed areas where the white was not painted, a lot of the issue, the lower items were not painted thoroughly, doors not completed, and still missed an entrance in the kitchen  Nothing is mentioned for the items they damaged and making it whole, as they were all in good condition prior to the negligence of your workers. You guarantee the work but how many times do you have to come to the home to do the job right, when it should have been done right the first time.
  My husband states if they come back, it will be during regular working hours, in the morning 9am,and not showing up after 4pm.  A fluent speaking *******, who speaks English and can convey to the workers what needs to be corrected and stays with the crew until the job is completely done.  If ******* has an emergency and/or must leave,the crew must leave with them.  My husband will also be present.   Number one demand is a Fluent English-speaking person must be present, as what is being conveyed needs to be understood and DONE, as I did not appreciate the sloppiness the 2nd time around i.e., more painting dribbling running the wall and trim, along with the attitudes and tone of their loud speaking Spanish conversation showing their anger for having to come back.  I don't speak Spanish and I am not an interpreter and I felt very disrespected by their actions.
  Second demand come with the size paint brushes to paint areas your big paint brushes cannot paint. We paid for the entire walls to be painted. You dont advertise your employees are not fluent in English if you did,I may have gone with a different company as for this kind of money being spent,we needed the job to be done professionally the first time.  The warranty is not meant for you to come because your workers did not do a proper job.  
  

  

  Business response

  05/13/2022

  We cannot clarify because files do not load when I attempt to open them. Please advise. 

  

  Business response

  06/02/2022

  To begin with, 

  The warranty is place for us to be able to come out if any of the painted surfaces on the contract are not holding up correctly and that is for 3 years. 

  On the contract, which they signed, it clearly states the following, "We ask you to thoroughly walk and review your home to assure the paint job was completed to your satisfaction in addition that there are no further inconveniences to your home." 

   

  As all parties can tell we do have individuals such as myself that speak clearly, English and Spanish. We have relayed to the customer that if they feel like they are having difficulty communicating anything to the crew they can always give us a call. The issue of the language was not brought up until after completion and the customer requested for the crew to return and do some touch *** and clean up. It is unfair to assume that the crew was disrespecting her in any way if she does not understand Spanish. 

   

  We have not refused to send the crew out there again to address any touch ***. We are willing to send the crew out to do the touch ***. I can also look into sending the original sales rep to meet with them, address all areas needing touch *** and explaining it to the painters with a *******.  

  Gonzalez Painting  
  

  Office: ************

  Customer response

  06/07/2022

   
  Complaint: 17100588
  
  I am rejecting this response because:

  I am rejecting this response because:
  My husband and I conveyed clearly through emails and phone calls of the work not being done properly.  You stated someone will be there to oversee in which you sent no one, and the employee who were there did not speak fluent English or performed the work to our satisfaction including the person in the crew who you claimed was the *******, supervisor, whatever position you want to classify, he still did not speak fluent English with us, and refused to satisfy the requirement. Yet, your employee was working a sale with us getting him to do the deck at a lower charge. Your workers chose not to stay and complete the job properly as they were in a hurry to leave, and we could not make them stay, not to mention the loud outburst because they were angry for having to come back,and mostly stayed outside instead of being inside.  The work was not done satisfactory, in fact they made it worse.  I have tons of pictures to show where the work was incomplete, and I have complained as such.  Your company has not reached out in person to resolve the issues which shows your level of resolution.  A person who oversees that speak fluent English,must come back during working hours and complete the job that you were paid for.As per our conversations over the phone your employee states you do not see all that was not done properly while the paint is wet.  There still has not been any resolution for the damages, nor did you come and look at the damages left, I have pictures, tons of pictures of the incomplete work, and damages. We want what the $3000.00 dollar job we paid for, we want a different set of painters, and if not, you need to send the original painters with a fluent speaking manager of your company who will stay until the job is done.  And please do not send the pregnant lady as the work she done was not complete at all, the trim was not done poorly, again I have tons of pictures to show the poor work.  I would appreciate someone reaching out to resolve the matter,as you have not done this at all. 
  
  Sincerely,
  
  ***************************
  
  Sincerely,
  
  ***************************

*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. ↩