Englehart Painting

I was hired to paint this customer’s kitchen and hallway, trim and doors, and also their living area ceiling and baseboard and window trim. I was to cover “nail pops” as well The customer was also adamant that the job must be fully completed in one day. The day prior to the
scheduled workday, my prep person cut part of his finger off in a lawnmower accident, and I called to tell the customer to let them know what happened, but that I could still do the job on the day we agreed upon, still in one day, but it would take 10-hours to complete, so she wanted to reschedule. We agreed upon a day shortly after the originally scheduled timeBecause of the timeframe deadline outlined by the customer, my estimate did not include any additional repairing of walls, which was never requested in the first place. Had this been requested and included I the estimate, this would have required additional days to complete the job, allowing for plaster, dry time, sanding time, etc.. 2-days for completionOne of the windows previously had a cat bed installed, which was removed prior to the painting of the window trim. The remnants of the bed were still present on the window trim, and I painted around the area where the cat bed was installed, so that it could be re-installed if necessary. The estimate did not include, nor was it ever discussed, that they wanted this removed, sanded, scrapped or repairedIn addition to my original estimate, the customer asked me to paint a pantry door, which I agreed to do free of charge; however, admittedly, I did miss painting the back of the doorPrior to leaving on the day the job was finished (in one day as requested), we walked through the entire house to be sure that the customer was satisfied prior to my accepting payment from themThey seemed satisfied with the job, and paid me that day. As I always do with all of my customers, I told them if they noticed anything after my leaving, to please call me and I would come back and address any concernsThe next morning, the husband called me while I was on another jobsite, and insisted that I come back immediately for a couple of concerns they had. After telling him that I was on another job at the moment, and that we would schedule a time for me to come back to their house, he became insistent that I come to their house immediately, as it was “convenient for them” at that specific time, and told me that I must not have been being truthful with them when I said I would come back to address any concerns. I calmly explained that I could not leave the job I was on at the time, and would speak to them later in the day to schedule a time convenient for both of us to meet. This obviously did not sit well with him, as he continued to text me and call me and leave me voicemails throughout the day about my not “addressing their concerns”By the time I received a phone call that evening, I again had to explain why I could not immediately come back to their house due to being on another job that I could not leave, and again received the same allegations of how I was not being truthful about coming back if there were any issues. I again explained that we could schedule a convenient time for both of us. But by that time, I admit that I was probably short in my communication with them, having dealt with the constant phone calls, voice mails, and texts throughout the entire day from them. I feel they were being totally unreasonable with me, and inconsiderate to my obligations at that moment in time. The details that the customer is referring to below are completely over exaggerated, and I disagree with these comments. They do not warrant posting such a negative rating with my company that has an excellent rating in all the years of business we have been inIncidently, had the customer allowed the job to be completed in more than one day, we could have addressed any additional work they wanted completed. The wall cracks that were mentioned in the customer’s statement are from the settling of the house, and would have required detailed wall repair and plastering that would have made it a 2-day job to complete. Again, this was not requested, or written on my estimate as part of the job they asked me to do. There is nothing to be refunded, as the back of the door that I missed painting was an athat was free of charge

Hello ***I discussed this with Joe, and we are at a loss as to how we can rectify this situation.We stand by our prior response, and a refund is not going to happen, as the customer paid after our final walk through together.Joe stands by what he said, as far as his willingness to address any concerns, providing a mutually acceptable time be agreed upon.But judging by what *** said, she does not want Joe in her house again, which means the concerns cannot be addressed.We would like to know what else could be done to rectify this situation, and are willing to work with this customer If she doesn’t want to deal with Joe, we could have another worker stop by to address the concerns, with the understanding that no additional work be added that was not already outlined on the contract (fixing stressed/cracked walls, for instance). Thank you for your time…Sharyn

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] Joe is a complete liar and his statements are false. First off, we rescheduled with him because of the injury that his worker sustained and we felt bad for him and wanted him to have a complete crew. Prior to this whole situation, Joe walked the areas with me that needed to be painted and I showed him Cracks, The cat perch Velcro, and any other things that needed to be prepped before painting. Joe makes it sound like he painted our whole house when in fact he painted a kitchen, small hallway, and the trim in another room. 2 years prior to Joe, we had a painter paint 4 rooms, and a hallway with one other helper in under 10 hours, and that included all the prep work that needed to be done. When it came time to do the job, Joe's injured worker was at the house for maybe an hour and instead he brought 2 other helpers one of which my wife heard say "Joe which way do you brush, I have not painted in many years" so that speaks for itself as to the workers he had working with him. Come to find out, it was a neighbors young son. Joe never mentioned that any work fixing cracks or nail pops(Which he did not fix, I have many more pictures) Would take extra time or money. Instead of trying to remove a Velcro strip that was from the cat perch, Joe's Crew painted over it. when I asked joe about it, his response was" That won't come off without sanding, scraping and filling and would have brought our estimate up 400.00 dollars. When I asked him if using goo gone would work, his response was no. After he left, I used Goo gone and a scraper and got it all off within 10 min, and repainted what he failed to do, and it looked fine. We walked the house and just wanted him gone, as we were not happy, but did not want to be rude so we gave him his money at which time he said" If you see anything you are not happy with, I will come back the next day and take care of it. We found not only did he not complete the door or fix 4 nail pops, he also did not paint the trim around our sliding glass door in the den, pictures are enclosed. I still have the rude voice mail from joe when I left him a message and asked him to stop by and fix the issues which would have taken him a total of about 1 to 2 hours. Any other painter we have had paint for us never charged us any extra money for the small cracks, nail pops backs of doors or any other prep work, it was always included in the estimate and finished upon an agreed time, we never insisted that joe finished that day, we just figured that since the work he was doing was about a quarter of the work others did, in less time, he could do the job. He then was very Rude to me and yelled at me and called me "Lady" after I was not rude to him at all. He just kept talking over everything I said and ranting and raving until I got fed up and hung up on him. He does owe us a refund because of the work he refused to do(The cat perch) and the trim around the door, which we just did ourselves. As mentioned before, Joe did a great job painting our deck and we were very happy, so why would we then be just complaining about the shoddy painting job he did in the house?? We do not want Joe back at our home ever, and we have told everyone in our community about how we were treated, some of who asked us about Englehart painting because they wanted to have painting done as they saw joes truck. I'm sorry, but we, in good faith could never recommend Joe to any of our neighbors, or our friends the way he treated us. Our next step, should joe choose not to give us a refund, will be contacting our lawyer and also placing an add about how we were treated in a local publication. Joe needs to be honest with people and should learn to control his temper when working with customers or speaking with them on the phone. Thank You. Nancy J Turner-skipworth