Carlisle Plumbing and Heating

Initial Business Response /* (1000, 5, 2016/09/12) */
***
Once our Head Office was made aware that there was an issue, we immediately contacted the client and offered a discount which was accepted
This complaint has been resolved
Initial Consumer Rebuttal /* (2000, 7, 2016/09/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company did resolve not being charged quickly once I escalated this through Revdex.com and the third time after contacting them directlyI have advised I would like them to ensure secure data is treated in a more protected manner

Initial Business Response /* (1000, 21, 2017/06/06) */
During the summer of 2015, our independent local representative ([redacted]) entered into an agreement with [redacted] to paint the exterior of his parent's property located in the ** area of [redacted]. [redacted] was a fourth year...

franchisee with University First Class Painters (UFCP), had successfully completed numerous painting jobs and was regarded as our most senior and experienced manager operating in the [redacted] area. [redacted] estimated this job at $[redacted] (plus GST) with a calculation that 100 labour hours would be needed to complete this project. This estimate was accepted by Mr. [redacted] and a start date was scheduled.
As the job progressed, it became apparent to [redacted] that Mr. [redacted]'s expectations of the job were grossly unreasonable and not in accordance with industry standards. The most signifigant issue being Mr. [redacted]'s expectation that his vertical cedar siding (which over the course of time and due to neglect had dried out and cracked) would be restored through a painting job. Mr. [redacted] proceeded to inform Mr. [redacted] that paint is not meant to fill cracks and splits in wood and the only way to remedy the situation would be to have a carpenter replace all the split wood and then have it repainted. It was at this point that Mr. [redacted] became verbally abusive and our representative felt extremely intimidated.
[redacted] proceeded to contact his Regional Manager ([redacted]) to arrange an inspection of the property. During this call he informed Mr. [redacted] that he felt verbally and physically threatened by Mr. [redacted].
Upon inspection, Mr. [redacted] confirmed that all preparation was completed and that proper products were used on the job. (It should be noted that Mr. [redacted] felt the need to have another company representative accompany him to the inspection which he ordinarily would not do but felt necessary due to the client's threatening demeanor.) For the sake of concluding this job as quickly as possible, Mr. [redacted] agreed to redo certain areas that were outside the scope of normal painting procedures. This job concluded with a total of 200 labour hours used which resulted in an overall financial loss.
During the fall of 2017, our new territory representative ([redacted]) was delivering flyers throughout Mr. [redacted]'s neighbourhood. Mr. [redacted] received one of these flyers and proceeded to contact [redacted] directly through the cellular number indicated on the flyer in order to register a "warranty issue". [redacted] informed him that the appropriate protocol for guarantee work is to contact our Head Office. Again, Mr. [redacted] became aggressive and insistent ... resulting in [redacted] agreeing to inspect the job.
[redacted] arrived on site with good intentions and proceeded to inspect the property. He found no issues with the paint job itself and informed Mr. [redacted] of his findings. Mr. [redacted] (again) referenced the cracks in the wood siding to which [redacted] replied that these were not items covered under our guarantee nor related to the painting job we completed for him. Mr. [redacted] became irate and verbally abusive and asked [redacted] to leave his property ... which [redacted] immediately did. [redacted] was completely off of the client's property when Mr. [redacted] proceeded to follow him and physically assault him with a push to his chest area and by flinging his ball cap from his head.
The issue Mr. [redacted] has is with cracking on his siding. This cracking is a result of a structural issue with the wood itself and is unrelated to the painting job performed by UFCP. This is not a result of our workmanship and is not covered under our guarantee.
In conclusion, there are no warranty related issues with this job and we feel we have gone above and beyond customer service standards! Furthermore, our company has had four representatives who have been verbally intimidated by Mr. [redacted] as well as one physically assaulted. We consider this matter closed and will not expose our representatives to any further threatening interactions with Mr. [redacted]!
Initial Consumer Rebuttal /* (3000, 23, 2017/06/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Under Customer Service Issues [redacted] did not fully address the requirements we asked:
1) No comments regarding our request to speak with Mr. [redacted] the president of the company were made.
2) If they are unwilling to complete the work as signed under contract, then I need them to provide a more ``Accurate`` explanation as to why our aforementioned paint issues are not under warranty.
[redacted] comments regarding the condition of our wood being cracked and dried out are false. As part of the bidding process, we had three other professional paint companies who could attest that the wood was NOT cracked or dried out prior to work done. In fact, we were told that there would be no issues with scraping and sanding the effected areas of old paint edges to a smooth surface in order to apply a fresh coat of paint.
* After scraping a wooden surface, its standard practice for all companies to sand the old paint edges to a smooth surface, otherwise, freshly applied paint will just flake off when dried.
UNIVERSITY FIRST CLASS PAINTERS DID NOT SUFFICIENTLY SAND THE OLD PAINT EDGES FROM THE WOODEN SURFACES OF OUR GARAGE.
All do respect to [redacted], she was not present during my discussions with [redacted] and [redacted], so I would appreciate any over- generalizations to be discarded from this case.
Our contract, which also included verbal agreements from [redacted] and myself, was that ALL wooden areas were to be properly scraped and sanded prior to applying new paint. Out of courtesy, I gave [redacted] a little time to think about my terms, and he subsequently agreed to do the work. Not at any time did [redacted] ever say that we needed to have a carpenter to replace any split wooden panels. The statement made by [redacted] is a false.
My experience with [redacted] was a very positive one. [redacted] was very respectful and cooperative with our needs. Rest assured, if there would have been any dissatisfaction on my part during worked performed, I would have fired [redacted] and his painters on the spot. I did have some concerns with minor mistakes that were made on the job and lack of experience to do small tasks, but I knew going in that they were just students. So, we were patient and gave them time to correct any issues. In addition, the painters were late on three occasions in the morning. Three times they showed up at 1:00 pm to start the day.
[redacted] makes reference to moneys being lost on this particular job. Well, now there is an explanation.
As far as [redacted] is concerned, I only meet him once. He came by the house to inspect our paint cracking on the wooden panels. As mentioned before, he had one of his colleagues fill in the cracks with fresh paint and that was the extend of the visit.
Now, this bring me to my most recent experience with one of their employees who came to our house to investigate our continuing paint problem. His conduct was ignorant and completely unprofessional. To treat homeowners with disrespect on their own property is a disgrace to the painting industry. [redacted] We have already spoken to a few of our neighbors concerning our disastrous experience with this particular individual and UNIVERSITY FIRST CLASS PAINTERS in general and they are not too impressed with this company. ([redacted] area).
In conclusion, please have item 1 addressed.
Furthermore, we don`t believe that item 2 was answered in complete truth based on false claims regarding the condition of the wooden panels. As a paid customer, we deserve to hear the truth !