My husband and I hired Collegeworks Painting to paint our Bethlehem, PA home in the summer of 2007. They did a good job and we were happy with the team of painters. The manager, Mike Rosales, was excellent with his workers and with his customers. The only complaint we had was that they started the job much later in the summer than they had told us they would, and then took much longer than they had anticipated, so by the end of the summer, the students were visibly "checked out" mentally. They were heading back to college and wanted to be done. The carport area was done in a "mad rush" and it subsequently began to peel almost immediately. But they wouldn't come back to rectify this, stating that their season was finished and they'd return in the Spring and re-do the carport under the warranty.

We had purchased an extended (five year) warranty. I contacted Collegeworks over the winter of 2007 due to peeling we detected on various areas of the house, in addition to the carport problem. They took their time in getting us set up with painters to come out and take care of this. They finally sent painters very late summer, and it was taken care of, but, again, it was late in the season and they clearly didn't want to be here.

Once again over the winter of 2008, we noticed peeling. I contacted Collegworks and requested a manager be sent out early Spring. I explained to the Customer Service Representative, Steven Antonio, that we really would like to have someone come out early in the season and take care of this, as we wanted them to be "fresh" and ready to roll (pun intended). He promised me that he would see to it this happened. He did explain that the warranty work estimates get done late June, early July and that he would put a request in for ours to be one of the first. After several phone calls and emails, finally, one day in July, (the 15th to be exact) a manager (Ryan) called and said that a painter (Darren) would be coming out to price out the job in the next couple of hours. Nothing like planning ahead. Pretty unprofessional. Luckily my husband was working from home that day and was available to meet with Darren. They walked around the house together, and when them came to the chimney (which by the way hadn't originally been painted at all unbeknownst to us at the time - a roofer subsequently spotted it and then told us about it), Darren said, "Hmmm...I don't know how to get up on that roof." Hmmmm...we are hiring you to get up on that roof, and if you don't know about chicken ladders and such, should you be doing this job? I spoke with Ryan about this and he said not to worry, he would definitely have someone out within the next few days to do the job - someone with experience - and that the job would be completed by the following Monday, 7/20.

When Monday came and went and no Ryan and no painters, I contacted Steven Antonio again, who told me this job is going to take much longer than they had anticipated; that it will take more than ten hours, therefore it needs approval, and that will happen by early the following week, 7/27..

I also had requested back in March a copy of the original contract and warranty. Steven had told me he'd get that to me. Since I hadn't received it, I asked Steven about it again, who said he would be in touch with Mike Rosario (who had left the company) to inquire about the contract (which was apparently missing in action) and about any notes he may have written about our house (since Mike had told me he'd do that before he left the company).

On 7/21, I spoke with Ryan, who stated that this would actually be a two-day job and the local college crew would be working late into the summer and even into early fall, so not to worry, it would get done and he promised everyone would be "on board" to do a good job. We agreed on the week of 8/10. I mentioned the contract. He said he'd look into it.

8/3 I left a message for Ryan to confirm the job. No return call and no Ryan on 8/10.

I called Ryan and left a message on 8/12. I then called Steven Antonio and asked to speak with the top manager for this area. He put me through to Joe Young, who they tell me supervises the warranty work. Joe told me that the warranty work does get done July - September (in other words, they weren't technically late in getting to us). But, as I explained to numerous people, I also explained to Joe that it was promised to me that we would be one of the first houses to get done and that the lack of communication and follow-through is unacceptable. Joe stated that Ryan is "swamped" but would get back to me that evening. I also discussed the contract and warranty and Joe said he'd look into it and get it emailed to me.

No Ryan, once again.

On 8/24, I called Steven and asked to speak with the "big boss" of this area. He told me her name is "Lulu" and that she is the "owner" of the PA division and that she would get back to me.

No call from Lulu, but Ryan called on 8/25, very apologetic, and set up the job for 9/3 (remember - we were supposed to be first on the list way back in July!!)

9/3 came and went. No Ryan. No painters. No job getting done.

Messages, etc.

On 9/9 I called Joe and told him that at this point Collegworks was in breach of contract and that my next step would be to contact my lawyer (oh, and by the way, where is the copy of the contract you promised?! Hmmmm...they cannot locate the contract! Or the warranty! Also - why haven't I heard back from Lulu and could I have her direct number? No I could not have her direct number and she will not be calling me.)Joe stated he wasn't aware that the job wasn't getting done and that he was not happy with that and that he'd see to it that it got done and he'd be emailing me with a copy of the contract, any notes he can find that Mike may have put in the file, and he'd also explain the warranty policy (he thinks the first two years are free of charge to us, and then years three through five there is an hourly rate for labor, but it's free of charge if it's a re-do from previous warranty work.)

Ryan called a few minutes after Joe and I hung up. Apologetic. Will definitely be here 9/18 to look at the job and then will complete the job on 9/19 and 9/20. He will also return the following weekend if need be.

Finally follow-through. Ryan did work on the days he promised. He did not have a helper as he said he would, so could not get up on the ladder to do the 40-feet areas but promised it would get done the following weekend. He did show up the following weekend, 9/26, but once again the helper wasn't with him and we had to go out. He stated he promised he would not get up on the high ladder without his helper, that his helper was on his way, and that the job would be done upon our return. When we returned, he had left several ladders, paint, sprayer, other tools and equipment in the yard and in the carport. It looked as though the job was complete, but we still to this day do not know if his helper showed up; if he got up on the high ladder and painted all the high spots and the area on the chimney that hadn't gotten done.

Today, five weeks since we last saw Ryan, ladders, sprayer and other equipment is still laying about our property. We have not done the "walk-around" with Ryan or signed off on the job. We do not have a copy of the contract. Ryan nor Joe are returning phone calls.

Very unprofessional indeed.

Unfortunately, we would probably have to deal with this company three more years if there is more peeling (and what about that?! Why so much peeling?!) But at this point I do believe our best bet is to seek a refund on that warranty and be done with Collegworks.

I will see what our lawyer thinks about the whole mess.

In the meantime, I am telling friends and neighbors NOT to use Collegeworks, which is unfortunate, being I had actually recommended them after the original job was done. I have since gone back and rescinded that recommendation. It's also too bad because we were actually considering having them do the whole job all over again in a few years, as I was told they would honor the same amount we paid originally (which was at that time a couple thousand less than other estimates).