E S Painting

Initial Business Response / [redacted] (1000, 12, 2015/07/02) */ Please accept my sincere apologies for the inconvenience you may have experienced in not being able to get in touch with me since our phone conversationIt has always been important to me to respond to customers as quickly as possible, especially if a customer has a complaintUnfortunately, sometimes it is unavoidableShortly after our conversation I went thru a medical battle with mercer and was unable to work for some time As for the matter of the peeling and warranty, I will make every effort I can to work with you and come up with a fair and reasonable solutionTraditionally my work comes with a one year warrantyThere are so many variables involved in the length of time that an exterior paint job will last that if I make an exception, it would be to add an additional year and is also put in writing I appreciate your business and would hope that you would agree that in the five years and several jobs I've done for you both interior and exterior, this is the first time you have been unsatisfiedIn fact a few weeks after doing the final walkthrough with you on the exterior, we did an interior job for youDuring that job, you changed your mind on colors you chose which resulted in additional labor and material of over $above the job cost that was never collectedAdditionally, no complaints were made regarding two tones or one coat of paint during either the walk thru or the time frame we were at your house doing the interior work I apologize again for not hearing back from me and any misunderstandings in warrantyAnd I certainly understand your frustrations and am willing to come take a took at the problems you're having and will continue to work with you and make every effort I can to find a resolution you're comfortable with If you have any further questions or comments regarding this matter, please feel free to contact me Initial Consumer Rebuttal / [redacted] (3000, 14, 2015/07/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm sorry for what ES Painting has gone thru, all the times I called and left messages, it takes one phone call, only one, when asked, how long is the warranty, he replied, five years, I put that down on the contract, I have had like painters here for quotes, all I get, is how bad the preparation before painting was done, some areas the paint is so thin, you can see the white showing thru, all the new area of the addition, is fine, because it only had the base coat and is not peeling, everything you did, including the caulking on the bottom of the windows, needs to be redone, the wood around the garage and the side door, needs to be redone, I don't know what cheap products was used, but it shows, all of this could have been prevented if they had taken their time and get material that were better, I was told that the paint on the entire house, looks like it was watered down and only one coatWhat upsets me most, that [redacted] knew of my husbands illness, now he is no longer with us and here I'm again, barely years after the fact, having this issue and have to pay againIs not right !!!!

Initial Business Response /* (1000, 12, 2015/07/02) */
Please accept my sincere apologies for the inconvenience you may have experienced in not being able to get in touch with me since our phone conversation. It has always been important to me to respond to customers as quickly as possible,...

especially if a customer has a complaint. Unfortunately, sometimes it is unavoidable. Shortly after our conversation I went thru a medical battle with mercer and was unable to work for some time.
As for the matter of the peeling and warranty, I will make every effort I can to work with you and come up with a fair and reasonable solution. Traditionally my work comes with a one year warranty. There are so many variables involved in the length of time that an exterior paint job will last that if I make an exception, it would be to add an additional year and is also put in writing.
I appreciate your business and would hope that you would agree that in the five years and several jobs I've done for you both interior and exterior, this is the first time you have been unsatisfied. In fact a few weeks after doing the final walkthrough with you on the exterior, we did an interior job for you. During that job, you changed your mind on colors you chose which resulted in additional labor and material of over $600 above the job cost that was never collected. Additionally, no complaints were made regarding two tones or one coat of paint during either the walk thru or the time frame we were at your house doing the interior work.
I apologize again for not hearing back from me and any misunderstandings in warranty. And I certainly understand your frustrations and am willing to come take a took at the problems you're having and will continue to work with you and make every effort I can to find a resolution you're comfortable with.
If you have any further questions or comments regarding this matter, please feel free to contact me.
Initial Consumer Rebuttal /* (3000, 14, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm sorry for what ES Painting has gone thru, all the times I called and left messages, it takes one phone call, only one, when asked, how long is the warranty, he replied, five years, I put that down on the contract, I have had like 6 painters here for quotes, all I get, is how bad the preparation before painting was done, some areas the paint is so thin, you can see the white showing thru, all the new area of the addition, is fine, because it only had the base coat and is not peeling, everything you did, including the caulking on the bottom of the windows, needs to be redone, the wood around the garage and the side door, needs to be redone, I don't know what cheap products was used, but it shows, all of this could have been prevented if they had taken their time and get material that were better, I was told that the paint on the entire house, looks like it was watered down and only one coat. What upsets me most, that [redacted] knew of my husbands illness, now he is no longer with us and here I'm again, barely 2 years after the fact, having this issue and have to pay again. Is not right !!!!