Dugan's Paint & Flooring Center

Reviews

• DK

  Deborah Kaye

  Aug 23, 2025
  1.0
  On July 3, I called Dugan's the 2nd week Doug, my painter, was using BM's Regal Select Matte Finish on my great room, kitchen, laundry & 2 bathroom walls. He was frustrated because the paint was taking 4-5 coats to cover the medium brown walls. It was too 'thin' with 'boogers' left behind after straining it 1-2 times. When he showed me 2 finger prints on the newly finished wall that took 2 coats to cover I called Dugan's concerned about the quality and finished product. The Department Head came to my home within 2 hours. She looked at: the roller (approved it), the viscosity (which was runny/thin), the equipment Doug was using and the painted/unpainted walls. SHE AGREED TO REFUND THE PAINT COSTS. I thanked her adding that Doug had spent more time than expected still not finished so should be reimbursed also stating my concern about the quality/finish. With a smile and no comment, she left. On July 10, I received a text message from an employee of Dugan's, David, who was the 'outside paint sales representative' from Branson. He wanted to come by my house THEN with the BM rep, Kerry, stating he wanted to find a 'resolution to the issue we have going on with the Regal application on your walls'. After the intro his tone of voice was accusatory at times with questions to the point at one time I told him if I was going to be put on trial he could leave. He backed down. David said to Kerry after comparing the new gallon of paint they brought to the original used can that the 'viscosity is the same'. Kerry, BM, told me that she wanted to be at my home to "make sure that if there was a problem with the paint, their top seller, that she needed to know as the 'formula had changed 1 1/2 years before'." (Take note of that comment.) Upon leaving they wanted to know if my painter could meet them at my house the next day which Doug agreed to do. (IMO they had a plan.) July 11: After the initial introduction to Doug the Dugan's rep became openly hostile not once but numerous times accusing Doug of being a 'liar and a thief' with no proof ever presented as to why! All Doug did was tell him the paint was bad...too thin with 'boogers'! I referred to the paint refund but the Dugan's rep mumbled something under his breath and redirected his hostility to Doug with the accusations. Kerry was silently standing by seemingly in approval but finally said, 'boys, you might want to take this outside'. It wasn't, 'David, stop this behavior.' Doug wasn't hostile but trying to describe his issues. I had asked David to leave 5-6 times but he just kept the 'bulldog' attack until I finally had to kindly get in front of him to walk him out while still throwing the accusations at Doug with Kerry walking behind him. She looked at me and said, "He's a liar. He ripped you off." Doug and I were shocked, dumbfounded and left traumatized by their verbal assault IN MY HOME. Facts: 1) Harris Interiors uses Doug. 2) My husband and I have used Doug for 19 years and have found no one else that is his equal in application quality and care of personal items in the home. 3) DOUG BID THE PROJECT BY THE 'JOB' AND NOT 'TIME' SO HE HAD NO REASON TO DELAY THE PROJECT FOR MORE $ WHEN IN FACT HE LOST $ BECAUSE OF THE EXTRA TIME. 4) When Doug walked into Dugan's for more paint the 2nd time, the clerk asked him how he 'liked the paint'. He told her it's not going on well. She turned around and walked off not asking him how she could help him with his issues. He uses Sherwin Williams all the time and had no account with Dugan's but...wouldn't you think Dugan's would want him as a contractor and help him besides just good customer service? Note: When I visited Kansas City afterwards, I bought a quart of BM Regal Select to bring back to the lake to compare it to the new gallon the reps left behind. The result: Same viscosity; thin/runny. BM and Dugan's have a major personnel, character and product issue willing to sacrifice a client to protect their $. Buy SW. RESPONSE: Why answer phone again when no mention of compensation.
• DS

  Dana Shaw

  Aug 7, 2025
  5.0
  Good people, very helpful and thorough. Chris did an awesome install job. Would recommend him. Mackenzie and Mike did a thorough job also!
• TF

  Troy Faulkner

  Aug 4, 2025
  5.0
  Tammy and Ann are great people.
• JM

  Julie Monie

  Jun 11, 2025
  5.0
  What at great seamless experience !!! Mackenzie was amazing - from organizing a contractor to measure (so quickly) - recommendations and providing a great installation crew ! Could not be more happy! Thank you !!
• CP

  Craig Petermeier

  May 12, 2025
  5.0
  Mackenzie is amazing she is willing to listen and to find out flooring solution We won’t use anyone else at our lake houses