[redacted],Please find attached a copy of our response letter to Ms. [redacted] negative review. If you need anything further feel free to contact us.I am also forwarding a letter dated December 20th 2015 which was written to Ms. [redacted] in an attempt to close this account.Thank you for your time and...
help in this matter.Ruby R[redacted]Peak to Peak Painting LLC970-221-0207David S[redacted] Peak to Peak Painting LLC 1611 Mathews Street Fort Collins, CO 80525 [redacted] Revdex.com 5/3/2016 This letter is in response to the review submitted by [redacted], we strongly disagree with Ms. [redacted]'s narrative on the completion of her project, and feel there are statements that we dispute as being factual . We have obtained written statements from each of our employees who worked on that job stating her satisfaction and are willing to provide those statements upon request. We view Ms. [redacted] review as being vindictive and malicious, and that it is being used to avoid making payment of work that was completed and affirmed as such by Ms. [redacted]. We feel as though we have full substantiation of our position and will enter the arbitration process in good faith with supporting documentation, as we expect full payment of the remaining balance per contract terms to include addition fees as well as attorney fees should arbitration fail. We feel we made every effort to accommodate Ms. [redacted] in a mutually expectable resolution, she however made it impossible to do so and made unreasonable demands that we feel were more to avoid payment then to reach a resolution. We feel that we completed the work; however our contract does state that the balance is due upon "substantial completion" and that the customer is responsible for collection per that agreement. We hope that Ms. [redacted] will reconsider her decision to not pay any of the remaining balance that is currently $7115.00. We have made many attempts to resolve this in a peaceful and friendly manner, and hope that we can now resolve this in a timely manner as it is now aging over 6 months. We will be expecting retraction of her review as it only appears to be a means to avoid payment. David S[redacted] ---------- Forwarded message ----------From: Peak to Peak Painting LLC <[redacted]>[redacted]Ms. [redacted],This letter is in response to your email of last week in which you stated that you were planning to withhold your [redacted] review until your payment issue is resolved. I can only assume our attempt to create a satisfactory offer of $5000.00 (a conditional $2150.00 dollar price reduction which is now in review) was unacceptable to you. I remain confused not knowing what a satisfactory resolution would be for you. I have maintained a reputable painting company for over three decades, and hundreds of contracts completed without any issues. I have always gone above and beyond on all contracts, without ever having to make financial concessions like this in order to reach a friendly resolution. I do apologize, but the attached link you provided was not valid and we were unable to view the photos. In any case I fail to see the correlation of photos taken during a work in progress and the final product. I have met with my employees in depth, at an added expense which I feel has been unnecessary considering your issues appear to have already been addressed, and we have only acted in good faith in order to attain a mutually acceptable resolution. A few items I would like to bring to your attention.· Doors and door frames: the trim in an upstairs bedroom that was previously painted black required four coats to cover completely. I am sure you realize when going from a dark color to white there has to be added paint in order to cover adequately. While the others required primer and 2 to 3 coats of paint. The additional paint required to completely cover these doors did in fact change the dimension on the first floor doors that Ryan sanded and repainted for you. The second floor doors hardware simply needed to be adjusted.· Door going into the garage: only one side of the door leading into the garage was considered for the interior painting work, your contract provided for paint on the interior of your house.· The closet in your purple room: is a bypass door and customers typically do not view their closets from the inside and most prefer to save that added expense. Since you expressed a concern about your budget we made every attempt to be mindful of that.· Window frames and Trim: Tom explained to you they were sealed with silicone caulking by previous tenants, contractors, etc. are extremely hard to paint as the silicone will not accept the paint. We did however do our best to cut in the straightest line possible. Again, at that time you stated your satisfaction to Ryan.· The master bedroom closet: was originally painted brown with wall mounted wire clothing racks. It was painted with two coats of white to match the trim color and the racks were reinstalled.· In trying to keep your cost down, as a concession, Mr. R[redacted] adjusted your upstairs acoustic pricing to reflect a $1000.00 discount in order to achieve a positive resolution.· Mr. R[redacted] has also assured me that he would never refuse to cover your furniture. In this instance you chose to bring your furniture into the garage (an area we were not working in). Mr. R[redacted] did in fact offer to add this work on a time and material basis and you chose not to have it done.· Door Repairs: Tom S[redacted] agreed to fill molly bolt holes and paint door sides that were never part of the original contract, because they faced rooms that we were not painting. It was always our understanding these doors were scheduled to be replaced by your father when he arrived in January.· The kitchen light: was also scheduled to be replaced due to age and yellowing of plastic cover. Per your request you were instructed that Lowes would be the most likely place to find an adequate fixture for your kitchen area.· Drips: Every effort was made to cover existing paint drips left by previous painters: while sanding and scraping was completed, there are areas that it would not be feasible due to existing texture. The original sheen on your walls may have camouflaged these drips, while the eggshell we used would readily allow those drips to be seen. Nonetheless, this concern was not listed on your punch list so we of course believed you were satisfied.· Stairway Rail: was sanded, primed with gripper primer and then painted with two coats of paint. In this instance whether it be a “Pledge like substance,” or as simple as hand oils, this rail would not accept paint and possibly needs to be replaced presuming that it is the banister you have listed.· October 15 Carpet Deadline: Under the contractual obligations we were “substantially” complete in order for your carpet to be installed and cleaned beginning on the 15th. I do want to remind you of the delay caused by your carpet company running out of carpet which subsequently delayed the cleaners.· Drive way and Porch: Were power washed at the end of the job by Spencer Hertzog.At Peak to Peak our goal is to provide a consistently reliable product and an exemplary level of customer service. These extras were completed only as a concession to attain a peaceful resolution at a value of $2150.00 at no charge to you. As you stated on the phone there was a great deal of your house that you were very satisfied with. · $ 50.00 per wall color change - $ 200.00· Removal of bathroom acoustic ceiling texture - $ 200.00· Removal of stairway acoustic ceiling texture - $ 200.00· Inside bathroom door jams - $ 150.00· Color change from the original optimistic yellow to angora - $ 100.00· Unused Optimistic Yellow paint - $ 65.00· Touch up work - $ 200.00· Upstairs acoustic ceiling texture - $ 1000.00· Install and paint new baseboard in front living and dining room - $ 100.00 I understand with such an ambitious time table how frustrating moving into a new residence can be. That being said, I am deeply troubled that you may be willing to use your [redacted] review to secure yet another reduction in payment. We are a small company, as you know we made great concessions on a large job that remains unpaid. We remain confused due to your satisfactory acceptance of our work (Once on the final day of painting and again on the completion of your punch list), coupled with the writing of your letter in response to our past due final invoice. I feel we have made every effort to meet your concerns and are still willing to do so. We ask that you consider our offer of noted extra work, plus the time investment for the existing discounted amount of $2150.00. I have to reiterate that I have never had to make financial concessions before, but am willing to offer an additional $ 500.00 discount to resolve this matter quickly and in a peaceful positive manner. It is very stressful not knowing what kind of arrangements you feel are appropriate, given that you have made no attempt to contact us, or make a payment arrangement on the remaining balance. This offer will only remain effective for five business days, to be received no later than December 28, 2015. We value the many good relationships we have had with our customers for over 40 years, as well as our excellent [redacted] rating. We await your response to this time sensitive matter.Yours, Peak to Peak Painting LLC Attachments area
[redacted],Please find attached a copy of our response letter to Ms. [redacted] negative review. If you need anything further feel free to contact us.I am also forwarding a letter dated December 20th 2015 which was written to Ms. [redacted] in an attempt to close this account.Thank you for your time and...
help in this matter.Ruby R[redacted]Peak to Peak Painting LLC970-221-0207David S[redacted] Peak to Peak Painting LLC 1611 Mathews Street Fort Collins, CO 80525 [redacted] Revdex.com 5/3/2016 This letter is in response to the review submitted by [redacted], we strongly disagree with Ms. [redacted]'s narrative on the completion of her project, and feel there are statements that we dispute as being factual . We have obtained written statements from each of our employees who worked on that job stating her satisfaction and are willing to provide those statements upon request. We view Ms. [redacted] review as being vindictive and malicious, and that it is being used to avoid making payment of work that was completed and affirmed as such by Ms. [redacted]. We feel as though we have full substantiation of our position and will enter the arbitration process in good faith with supporting documentation, as we expect full payment of the remaining balance per contract terms to include addition fees as well as attorney fees should arbitration fail. We feel we made every effort to accommodate Ms. [redacted] in a mutually expectable resolution, she however made it impossible to do so and made unreasonable demands that we feel were more to avoid payment then to reach a resolution. We feel that we completed the work; however our contract does state that the balance is due upon "substantial completion" and that the customer is responsible for collection per that agreement. We hope that Ms. [redacted] will reconsider her decision to not pay any of the remaining balance that is currently $7115.00. We have made many attempts to resolve this in a peaceful and friendly manner, and hope that we can now resolve this in a timely manner as it is now aging over 6 months. We will be expecting retraction of her review as it only appears to be a means to avoid payment. David S[redacted] ---------- Forwarded message ----------From: Peak to Peak Painting LLC <[redacted]>[redacted]Ms. [redacted],This letter is in response to your email of last week in which you stated that you were planning to withhold your [redacted] review until your payment issue is resolved. I can only assume our attempt to create a satisfactory offer of $5000.00 (a conditional $2150.00 dollar price reduction which is now in review) was unacceptable to you. I remain confused not knowing what a satisfactory resolution would be for you. I have maintained a reputable painting company for over three decades, and hundreds of contracts completed without any issues. I have always gone above and beyond on all contracts, without ever having to make financial concessions like this in order to reach a friendly resolution. I do apologize, but the attached link you provided was not valid and we were unable to view the photos. In any case I fail to see the correlation of photos taken during a work in progress and the final product. I have met with my employees in depth, at an added expense which I feel has been unnecessary considering your issues appear to have already been addressed, and we have only acted in good faith in order to attain a mutually acceptable resolution. A few items I would like to bring to your attention.· Doors and door frames: the trim in an upstairs bedroom that was previously painted black required four coats to cover completely. I am sure you realize when going from a dark color to white there has to be added paint in order to cover adequately. While the others required primer and 2 to 3 coats of paint. The additional paint required to completely cover these doors did in fact change the dimension on the first floor doors that Ryan sanded and repainted for you. The second floor doors hardware simply needed to be adjusted.· Door going into the garage: only one side of the door leading into the garage was considered for the interior painting work, your contract provided for paint on the interior of your house.· The closet in your purple room: is a bypass door and customers typically do not view their closets from the inside and most prefer to save that added expense. Since you expressed a concern about your budget we made every attempt to be mindful of that.· Window frames and Trim: Tom explained to you they were sealed with silicone caulking by previous tenants, contractors, etc. are extremely hard to paint as the silicone will not accept the paint. We did however do our best to cut in the straightest line possible. Again, at that time you stated your satisfaction to Ryan.· The master bedroom closet: was originally painted brown with wall mounted wire clothing racks. It was painted with two coats of white to match the trim color and the racks were reinstalled.· In trying to keep your cost down, as a concession, Mr. R[redacted] adjusted your upstairs acoustic pricing to reflect a $1000.00 discount in order to achieve a positive resolution.· Mr. R[redacted] has also assured me that he would never refuse to cover your furniture. In this instance you chose to bring your furniture into the garage (an area we were not working in). Mr. R[redacted] did in fact offer to add this work on a time and material basis and you chose not to have it done.· Door Repairs: Tom S[redacted] agreed to fill molly bolt holes and paint door sides that were never part of the original contract, because they faced rooms that we were not painting. It was always our understanding these doors were scheduled to be replaced by your father when he arrived in January.· The kitchen light: was also scheduled to be replaced due to age and yellowing of plastic cover. Per your request you were instructed that Lowes would be the most likely place to find an adequate fixture for your kitchen area.· Drips: Every effort was made to cover existing paint drips left by previous painters: while sanding and scraping was completed, there are areas that it would not be feasible due to existing texture. The original sheen on your walls may have camouflaged these drips, while the eggshell we used would readily allow those drips to be seen. Nonetheless, this concern was not listed on your punch list so we of course believed you were satisfied.· Stairway Rail: was sanded, primed with gripper primer and then painted with two coats of paint. In this instance whether it be a “Pledge like substance,” or as simple as hand oils, this rail would not accept paint and possibly needs to be replaced presuming that it is the banister you have listed.· October 15 Carpet Deadline: Under the contractual obligations we were “substantially” complete in order for your carpet to be installed and cleaned beginning on the 15th. I do want to remind you of the delay caused by your carpet company running out of carpet which subsequently delayed the cleaners.· Drive way and Porch: Were power washed at the end of the job by Spencer Hertzog.At Peak to Peak our goal is to provide a consistently reliable product and an exemplary level of customer service. These extras were completed only as a concession to attain a peaceful resolution at a value of $2150.00 at no charge to you. As you stated on the phone there was a great deal of your house that you were very satisfied with. · $ 50.00 per wall color change - $ 200.00· Removal of bathroom acoustic ceiling texture - $ 200.00· Removal of stairway acoustic ceiling texture - $ 200.00· Inside bathroom door jams - $ 150.00· Color change from the original optimistic yellow to angora - $ 100.00· Unused Optimistic Yellow paint - $ 65.00· Touch up work - $ 200.00· Upstairs acoustic ceiling texture - $ 1000.00· Install and paint new baseboard in front living and dining room - $ 100.00 I understand with such an ambitious time table how frustrating moving into a new residence can be. That being said, I am deeply troubled that you may be willing to use your [redacted] review to secure yet another reduction in payment. We are a small company, as you know we made great concessions on a large job that remains unpaid. We remain confused due to your satisfactory acceptance of our work (Once on the final day of painting and again on the completion of your punch list), coupled with the writing of your letter in response to our past due final invoice. I feel we have made every effort to meet your concerns and are still willing to do so. We ask that you consider our offer of noted extra work, plus the time investment for the existing discounted amount of $2150.00. I have to reiterate that I have never had to make financial concessions before, but am willing to offer an additional $ 500.00 discount to resolve this matter quickly and in a peaceful positive manner. It is very stressful not knowing what kind of arrangements you feel are appropriate, given that you have made no attempt to contact us, or make a payment arrangement on the remaining balance. This offer will only remain effective for five business days, to be received no later than December 28, 2015. We value the many good relationships we have had with our customers for over 40 years, as well as our excellent [redacted] rating. We await your response to this time sensitive matter.Yours, Peak to Peak Painting LLC Attachments area