Painters Plus, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

We are resolving the issue and issuing the $1,refund

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

We are resolving the issue and issuing the $1,000 refund.

Review: I hired Painters Plus to paint the entire interior of my home including 2 doors, hallway and laundry cabinets and trim. Everything was painted, however, there are a few outstanding issues as follows:

1) Trim is peeling

2) Cabinets were not painted thoroughly

3) Exterior paint was used instead of interior paint

4) Unevenness and drip marks on trim

Painters Plus guaranteed satisfaction and prior to this complaint they came back a few times. In addition to the issues listed above, their had been paint streaks on in the hallway, kitchen and living room walls as well as drip marks on the cabinets. That has been taken care of. As a remedy to the above outstanding issues Painters Plus offered a partial refund. However, the refund was 6% of the cost of the total job. When I asked for a breakdown of the job and requested a higher amount I was told that the cabinets had been thrown in for free and that I should reimburse THEM for the materials. This was not stated in my original quote.

There is a lot of work that will still need to be done regarding the paint job including sanding and repainting the trim and repainting the cabinets. I don't think anything can be done about the exterior paint being used rather than interior. My main concern with that is health issues associated with additives in exterior paint. Further, the house was left a mess. The blinds were thrown on the ground and the kitchen sink has dried paint in it (I am planning to update my kitchen, however, not immediately).

I appreciate the quick communication over the process of the job and timeliness. However, overall, I felt the job was rushed and of poor quality.Desired Settlement: I am requesting a refund in the amount of $1,000, which is approximately 30%. I think this is fair because it would cost me at least $1,500 to have the work redone and as far as I'm aware, there is nothing that can be done to remedy the exterior paint being used as opposed to interior. Thank you very much for your consideration.

Business

Response:

We are resolving the issue and issuing the $1,000 refund.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: Work performed by Contractor did not aligned with their published standards and was inferior service, warranty/repairs remain outstanding.

Contracted for interior and exterior paint work, include cabinets. After completing initial work, there were a number of items missed, incomplete, or that required warranty repair. These items were provided to Contractor who agreed to resolve and scheduled to do so. The first time out to work on the warranty list, the Contractor's employee did not have all that was needed to perform every item on the list. A second day was scheduled to complete such. Between the first and second appointment, additional work was identified. Further, there was continued peeling of the kitchen cabinets which was part of the first warranty visit. These items were added to the second warranty visit, with only a few items completed before Contractor's employee left.

The original work was sub-standard (multiple examples and photos available), which continued with the warranty visits. The Contractor's workers had every excuse under the sun for each issue identified on the list, but finally became frustrated and simply left when we would not let go that all listed items must be fixed. I contacted the office and notified them the warranty work was not completed and I would get estimates, as necessary, to have such done at Contractor's expense. No reponse from Contractor. Warranty work still outstanding for (nearly a month).Desired Settlement: The work needs to be rememdy (correctly); the new paint on the kitchen cabinets is peeling off due to poor preparation and application. Several items completely missed. Either the Contractor can complete such to customer satisfaction, or refund the amount paid so another Contractor can perform the work and assume warranty.

Business

Response:

We were hired by customer to paint the exterior of her house (this was our second time painting the

exterior- we originally painted this house approximately 10+ years ago) and interior.

On the interior -in addition to painting the walls and ceilings - she wanted cabinets done.

We have been painting cabinets for more than 30 years. We tell people this is the least expensive

improvement you can do on cabinets. Cabinet refacing can cost 5 to 10 times as much as painting.

We prepared the cabinets. Primed, sanded and painted - as we always do. The job looked great but the

customer had a few minor issues that required us to return the next day to take care of. We returned

the following morning as promised - and did her punch list. She was satisfied and we left.

Approximately 2-3 weeks later she called and said she had a few issues with the cabinets. We agreed to

return on the date that she choose and we returned. She once again had a punch list and we corrected

everything on her list- regardless if it was part of our job or not. Many things were not standard or

regularly done on these particular cabinets. We went ahead and did them anyways. She complained

about "peeling" and we told her (and we even have a warning label that states the same) NOT to scrape or dig her nails into the paint. In California we can only use LATEX products for cabinets. Latex Paints

require 30-.60 days curing time to harden. We inform every customer about this. She disagreed and made more problems. We completed her list with the exception of a few exterior items - because the painter did not know she had exterior touch ups so he told he would do them at another date and time.

She agreed.

We returned for a third time to do her punch list -both exterior and interior. The men did what she

wanted - once again items that are not part of a regular job or items that were not really a Problem or defective. She became agitated with the crew and asked them to leave.

Everything was done at or above industry standards and to the written contract. We have returned to

her home not once, or twice but three times. She told us she wanted to have more work done by

another painter and then send us a bill. This is not acceptable.

We did everything and more as agreed upon. We did an excellent job. This customer is just

unreasonable and wants more than can be accomplished for what she Paid for and agreed too' We cannot "take apart" certain items on her cabinets and then Paint them and reassemble them' Th is is not standard and was not part of the job. She did not bring these items up until weeks later.

We are sorry she is unhappy with our work. She was a repeat client. We feel the job was done properly and done well. She just is expecting more than what we were hired to do. We always respond and take care of our warranty work. ([redacted] co. resp..docx)

Consumer

Response:

(The consumer indicated he/she DID NOT accept the response from the business.)

Rather than addressing all the falsehoods in this reply, I will simple provide the email exchange between myself and the contractor which clearly refutes most all of what is written in this response. Please provide a link or email address to post such.

However, of importance to note is that the kitchen cabinets were originally painted (contractor was simply putting new, fresh coat of similar color). There was no peeling or such issues for the 7 years prior to this service (which was last time the cabinets were painted.) It is an absurd claim that I would "dig my nails" into or scrap the cabinets, nothing of the sort occurred. Further, we waited the 7 days as the contractor stated so the paint would fully dry (not 60-days as claimed in their reply). This is why the first warranty list submitted was approximately two weeks after the job - we didn't touch the cabinets during their identified "drying" time frame and then it took a few days to get the list together/submitted. I can also provide the email where the contractor vaguely explains the cabinet painting process and literature they provided that stated two weeks or less for the paint to completely dry; again, clarifying in writing the facts explained to us and not as stated in response to this claim.

I would also like to post the photos sent to the contractor with our warranty list that will provide further proof of the incomplete work, clear lack of preparation before spraying these cabinets, and unprofessional finish. You will note that an entire section/cabinet was missed, and the crew did not remove the adjustable shelves in two cabinets before spraying (nothing was nor did we ever request they disassemble any cabinets). The crew sprayed everything as it was in place, including hardware, screws, dirt/fibers, and the few adjustable shelves WITH BRADs. In fact, the level of laziness is demonstrated best in the photos were the crew did not even remove a brown shopping bag they had placed under the kitchen sink to collect their trash. They sprayed AROUND it leaving the cabinet underneath UNPAINTED! Poor preparation and application is the reason for the cabinet paint issues, not that anyone is using fingernail to peel paint off the cabinet to create a problem.

With respect to completing the warranty items, again the truth is in the email exchange that I am happy to provide. Not at any single time did I state that such was complete, rather clearly communicated the opposite. The contractor crew was ill-prepared, which was the reason I had to support multiple visits, and the team was not at all interested in resolving any warranty issue. I can also provide the contract paperwork proving nothing requested is noted as excluded anywhere in such, or listed as standard vs. non-standard work. And I never asked the contractor employees to leave; again, they left for the reason stated in the original complaint with roughly half of the warranty work never addressed/resolved.

I think the most telling point to this whole situation is that I asked simply for either touch up paint (outside trim) or the brand name/sheen/etc. so that I could go buy the exact same myself. I've received neither to date. What was provided was the WRONG color, and I informed them of such, but not even an email reply to my many requests so I could go purchase the correct touch up paint. Again, email provides proof of this issue.

The contractor has clearly not completed the warranty as provided in the contract, and by the significantly delayed response to this claim doesn't appear interested in taking care of their warranty obligation or satisfying customer. I ask again that they complete the warranty work/list or provide a refund of the amount so that a professional company can take over such to resolve this issue. I turned to the Revdex.com as first step to amicably resolving because the contractor listed such on their website and I was getting nowhere once payment was made, but the contractor didn't seem interested in a timely reply to the complaint filed through this organization either. I am happy to open my home to anyone who would like to see the standard of work this contractor is so proud of and claims as their best. I have many photos, provided to the contractor with the warranty list, and again will provide such promptly to Revdex.com or anyone else who would like to see proof of these claims. I sincerely hope Revdex.com will provide a link to post the emails and photos as discussing facts is preferred.

Business

Response:

Revdex.com & [redacted],

This complaint is absurd. The client is claiming she wants a full refund for the work performed. Please let me explain a few of the simple facts:

1) We have done previous work for them and they rehired our company several years later because of our outstanding work.

2) The job breaks down as follows:

a) EXTERIOR - (AFTER DISCOUNTS) $2000.00

B) INTERIOR - (after discounts) $4050.00

*All cabinets were $1500.00 of the total job.

3) The customer signed a walk through PRIOR to starting the project that listed several things pre-existing. They ALSO signed a sheet that stated they were 100% Satisfied and rated our work 10-on a 1 to 10 scale. She did note that we needed to return the next day to paint the inside of a laundry cabinet that was overlooked.

4) We returned the following day- did her punch list and left.

5) She called again with touch ups - we rescheduled again to come back out and do what ever she asked- and we did. We returned again when requested.

The facts above are 100% true. Painters Plus has been in business for more than 31 years. We did everything and more. The customer is unreasonable and wants latex paint to be like a ceramic. We do 100's of cabinets and have nothing but compliments. We can even have testimony from recent past clients that are very happy with the work.

Finally, her claim for a FULL REFUND for the entire project is absurd! There are NO ISSUES what so ever with 95% of this work. Why would she be entitled to a refund for work that was done properly and has no issues? If she has a problem with a few areas on her cabinets - we are willing to come back and fix them. (provided they were not problems "intentionally" created by the client -to make her case. We would be happy to have an independent party examine the work and determine what needs to be corrected - if anything at all.

We have made several attempts to satisfy Mrs. [redacted] but she has purposely not cooperated. For whatever reason - she seems to only want a cash refund. This will not happen. We will be willing to return and address her specific issues. This is what the law states and this is what we would be willing to do.

ALSO in closing- the customer had several bids as she told our office. She chose us to do the work. We gave her an incredible price because she was a past client. I guarantee if you were to get a similar quote from a qualified contactor- the price would be close to 30-50% more. This job took 7 men 3 full days -plus 3 return trips!

I am NOT going to give in by her "threats" to file a lawsuit! AND her claims that she will hire someone else and make us pay. This is NOT how the law works. I am sorry.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

1) I contracted for service with Painters Plus and paid in full for that service

2) The work took three days, which I lived elsewhere during such time.

3) On the third day, I was only permitted to partially inspect their work when complete due to required drying time, etc. How could I inspect items that were not to be touched and to remain in their “drying” positions for a week? What I signed was only for the very limited areas I was ALLOWED to inspect and was told everything else would be covered under my “very comprehensive warranty” and they would make sure I was “100% satisfied.”

a. It took the crew three days to complete and I was given 15 minutes and very limited access to areas to inspect

4) I was told to put together any issues that would be resolved by warranty once the proper drying time passed. I did so within two weeks.

5) I scheduled warranty work as planned/discussed with contractor (more than once) which remains incomplete (emails and photos provided as proof)

6) Contractor did not complete all work, did not perform promised warranty work, and refuses to come out to complete warranty work.

a. I consider this a breach of contract and went to Revdex.com to amicably resolve

b. I requested in Revdex.com complaint that contractor perform warranty or provide a refund so work could be completed and warranty assumed by another contractor.

c. Contractor still has not complete work/warranty issues despite this being an offer to remedy situation; neither has contractor owner (Steve or Terri) been to my home to inspect problem or contacted me directly to discuss/find solution.

7) I have provided details (email and photos) to Revdex.com proving exactly what I have claimed and disproving contractors reply. This is their last chance to resolve by performing warranty work; otherwise, I will proceed with other recourse for breach of warranty

a. Contractor has been notified of such through recent demand letter as refusal to complete work/honor warranty exceeds six months of non-response.

This is very straight-forward and within contractors ability to remedy without further action if they so desire.

Since I have no way to submit this reply, I am sending this email with my reply to the complaint.

Thank you for your assistance.

Regards,

Sincerely,

Business

Response:

To All Concerned Parties,

This job was more than just one item. It consisted of three separate jobs -within one main job. These were; Entire Exterior Painting of the house, entire interior painting of the house and lastly painting cabinets in the house. We completed everything as contracted. The customer signed off on the work after a thorough inspection. During this inspection she did discover and item that needed attention. We returned the following day to complete this discovery and fix it to her satisfaction. She had plenty of time to inspect the job further. We returned and took care of everything and anything she had a problem with. She then called a couple of weeks later saying she found other items that needed to be looked at and corrected. We scheduled this at her request and returned at her home at the time she requested. Once again we did everything she asked. Another several weeks transpired and she called again. We returned again and did what she had asked.

She is now "demanding" and FULL REFUND! This is not only unacceptable -it is totally unwarranted. Just because you feel there are some items that you are not completely satisfied with does not automatically entitle you to and entire refund for everything!? That would be like me purchasing an automobile from Ford - having a problem with the power seats and then asking for my money back because the seats just don't seem right to me. The demand for a full refund is ABSURD! There is NOTHING wrong with the paint job on the exterior, the interior and with regards to the cabinets- there is nothing wrong as well! She just has unreasonable expectations! We have done 100's of cabinets. We have no other such unreasonable complaints. We do work for about 400 clients a year. We know that the law of averages will almost certainly guarantee we cannot please everyone - no matter what. We can only try and try- which we have done! If this job was "so bad" - why would someone sign off stating she was 100% satisfied and rated the work and the job at the highest possible rating? We did not force her to sign this nor did we force her to rate us the way she did. Obviously the work was done well. It is all visual. If there was something so wrong it would have been seen during the inspection. And her claim that she had "15 minutes" to do this is not true. She also had the entire night and next day to inspect things and she did!!!

I am truly sorry that one of our customers is not happy, especially a repeat customer. We are willing to correct any defects or failures and are backed by the paint manufacturer if such a defect or failure does exist. Instead of asking for a refund- she should be trying to get this resolved. We are willing to return with a paint rep to address he complaint. We have been in business for 32 years. We are professional and knowledgeable. Please let us know what we can do to help - I just don't think the client wants this. I think she is just unhappy with what she chose and wants to redo things at our expense and I cannot do this.

Sincerely,

Painters Plus, Inc.

Consumer

Response:

Review: 9871544

I am rejecting this response because: I have stated several times, prior to and thought this compliant, that multiple warranty issues remain unresolved from the initial list provided to the contractor. This list includes problems with interior, exterior, and the cabinets. I have provided photos as proof and emails clearly listing multiple problems. If the contractor cared at all to satisfy their repeat customer, the proof in the photos provided would be all any reasonable person needed to act.