ComplaintsforSpray-Net Suncoast

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/13/23-3/17/23 Amount paid $5460 The franchise owner, *******************************, convinced ** that his product & process for painting our kitchen cabinets was superior to other professional printers. He claimed the finish was solid and therefore they would resist every day damage. On completion of the job, they looked fantastic. However, ******** crew left a mess both in our home and outdoor in our yard. Specifically, I had to request the crew come back to clean the tape marks and residue off our tile. Additionally, they left white chunks of paint and spray paint marks on my lawn. Even ******* admitted this was not acceptable and asked them to come back to clean their mess. To this day, I still am finding tape marks on my floor and a ******************* remains in my yard as well! Unfortunately, my beautiful cabinets began chipping/peeling exactly a month after the completion of the job. I contacted ******* inquiring about the 15 year warranty. I was then advised that it only covered peeling In my experience thats how most chips originate. I was then told that this is why they left me touch up paint. Completely unacceptable! After getting those above him involved, ******* said he would come back to cleanyet again. Additionally, he would touch up only the peeling on the cabinets. My main concern with this company is the product they are selling is not actually what is represented prior to signing the contract. In my experience it is not typical to see peeling/chipping only a month after the completion of the job. Please note this is not our first project including painted cabinets. Additionally, the crew was sloppy and disrespectful to our home and the franchise owner, Mr. ********* behavior was rude and very unprofessional. Lastly, ******************** attempted to bribe me to remove my response to the the survey provided by his company, from a 0 to a 10. He would only fulfill the warranty, and clean up if I did so!

  Business response

  04/30/2023

  Please see attached documents in response to this complaint.

  Signed contract from *********************** which includes warranty details

  *********************** transcribed Text messages and my reply in highlight

  *********************** e-mails

  Spray-Net Kitchen Cabinet information sheet.

  Ms. **** complained about paint being left on her lawn and made a subtle threat about not giving my company a good review because of the so-called mess on her grass. I immediately responded and made arrangements to have my team go back and rack, wash her lawn. My team assured me she was satisfied upon completion of cleaning and thanked them for returning. Weeks later, I received a text messages saying she had chips in the paint, showing two small chips on two kitchen draws. She added a sarcastic comment, "what about the Lifetime warranty?" I replied in alignment with our warranty policy and explained we have a 15 year warranty against peeling paint and reminded her we left a bottle of touch-up paint and would be happy to drop off more should she need. She then started with questioning my integrity and continued with other rude, insulting messages. She also then added an additional picture with peeling paint that was clearly freshly peeled to conveniently fit within the warranty. I then needed to block her number as she continued with her rude and threatening text messages on my business phone vowing to discredit me and my company to her neighbors and anyone asking about my company. She then emailed with more of the same. I agreed to do any necessary additional cleaning of her lawn, tape residue (which was the 1st I was hearing about any tape residue) and complete any paint touch-*** on May 5th anytime between 8am-1pm. She refused my offer to make any corrections on the paint finish and to do any further cleaning. I feel I went over and above in trying to satisfy this customer as I do with all my customers. My small business is one, if not the, highest ranking in customer satisfaction in all of North *******. We take great pride in this fact, boasting a perfect 100 NPS (Net Promoter Score). I'm sorry that Ms. **** has taken to bullying tactics when I could have resolved her seemingly unfounded complaints by doing the outside of warranty touch-*** and any additional cleaning just to satisfy her complaint.

  All of the above is detailed in the attached documents.

  Sincerely 

  *******************************, President.

  Spray-Net Suncoast

*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. ↩