Jennifer Nichols is unhappy with her paint job by College Pro. Should she ask for a re-do?
Question: I had work done on my deck last summer by a company called College Pro Painters. I paid $2,305 in total for two coats on one large deck and three smaller decks. Within one week, the larger deck was peeling and continued to do so.
I contacted the painter, who said he would come to fix it. That never happened. I then applied under my warranty to have this rectified.
Warranty work is done from May through July. When I did not hear from anyone, I called the corporate office. The first contact I had from anyone was in September and the work has still not been done, even after two more calls to corporate.
At this point, weather will prevent the job from being done this year. I would like a refund for the work that needs repair, or at the very least, a written guarantee that it will happen in the spring. — Jennifer Nichols, Coventry, Conn.
Answer: Your paint job should last longer than a week. How much longer? At least two years, as College Pro guarantees on its website.
Also, it promises “energetic, dedicated, skilled house painters and window cleaners will work hard to deliver the service and value that you deserve.” Where was that energy when you asked College Pro for a touch-up? I wonder.
College Pro offers a few clues for fixing your customer service problem. It calls itself “a proud member of the Better Business Bureau.” That means it theoretically cares about what you tell the BBB. So you can complain to the BBB and you might get a response. (I say “might” because, as you know, the BBB is here for its members, not us.)
This is one place where a little social media shaming might have done the trick. Posting a photo of the peeling deck on Twitter or Facebook with a callout might have gotten the company’s attention. But before doing that, I would have recommended sending a brief, polite email to one of the company’s executives. They’re surprisingly accessible through their site, even listing their social media accounts.
I reached out to College Pro on your behalf.
“College Pro takes customer satisfaction very seriously and certainly stands behind its two-year warranty,” a representative told us. “We will contact Ms. Nichols today regarding her peeling decks to apologize, and then will make sure this claim is one of the first jobs we do this coming spring when the weather is OK to do so.”