Five Star Painting of the Philadelphia Suburbs

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ***

I am rejecting this response because:

Hi ***,Thank you for sending us Five
Star Painting’s response. I’m going to address their responses one at a time as
numbered below, I have copied and pasted their previous responses to our initial submission and have responded to each individually. Please also see attachments.They claim their deck was discolored by our painters. Response: We made an offer via our Production Manager as well as our Attorney, to re-stain their deck at our cost. They declined our offer stating they would prefer an insurance claim be filed so they could get a new deck.

As Five Star Painting knows, the manufacturer
of the composite decking which we currently have, ***, informed us that their
decking material should not be stained due to the fact that the stain would not
hold. Five Star Painting’s project manager spoke to the manufacturing company
directly and was informed of this. This is the reason why we wanted to go
through insurance. It is not so that we can receive an entirely new deck, we
just want this situation taken care of appropriately as it continues to be
ignored by this company. I can again attach conversations with our project
manager that clearly state they will go through the insurance if their cleaning
tactics did not work. Unfortunately, Five Start Painting did not follow through
with actually filing an insurance claim when their cleaning solutions bleached
our deck, we ultimately had to file the claim ourselves.2. They claim we refused to provide proof of insurance.Response: Every estimate we provide to our customers,
including Mrs Beyer, has our insurance policy information clearly written on
the first page. We can prove this by providing the copy they signed when they
hired us.

When Five Star Painting
refused to file an insurance claim and would not follow through with their
promises, we asked them to provide their specific insurance information. We
were not aware that their insurance policy number was provided on the initial
contract. On November 4th, 2019 we asked the project manager to
provide us with the insurance information – his response was that he did not
have access to that information. Please see attachment of conversation. They
were dishonest and misleading when asked to provide us this information, all
they needed to do was tell us where to find it on the contract. They knowingly
hid this information. 3. They claim we refused to open an insurance claim.Response: Our attorney offered, in writing, to open a claim
for them.

After the damage was done to
our deck, they had their attorney contact us and want us to agree in writing to
submit our final payment to them before they would submit an insurance claim.
We did not agree to this, as our several attempts to have the insurance claim
filed prior to this went unanswered and the damage to our deck unresolved. We also
asked the attorney directly to provide the insurance information which also
went unanswered. I can provide this for your records if needed.4. They claim the job is not completed to their satisfaction.Response: They have stated multiple times that they were
satisfied with the painting of their home. As evidence, please note the lack of
mention or complaint regarding the outcome of the full exterior paint job we
provided to them and which they have not yet paid for. What they are
dissatisfied with is that the insurance company will not provide them with a
new deck, which is beyond our control. They have already declined an offer to
re-stain their current deck which would have resolved the issues they raise in
their complaint.

We feel the job is not done
to satisfaction because of the unresolved issues with the deck. We have no
issues with the exterior paint on the home. As previously stated in response to
#1, Five Star painting’s project manager spoke directly to the manufacturer of
our *** composite decking which stated they did not recommend staining the
deck. ***’s reasoning was that the stain will not hold. This led us to request
an insurance claim to be filed. Five Star Painting never filed a claim – we ended
up obtaining the information needed and filed it ourselves. As far as Five Star
Painting’s statement that we are dissatisfied that the insurance company will
not provide us with a new deck is completely false. We are currently in the
process of this insurance claim being investigated and nothing final has been
decided – they are fabricating statements which are not true.It is unfortunate that this
company has lacked the professionalism and integrity to follow up appropriately
in handling a matter to which our property was damaged due to their actions. All
we have asked is that our deck issue be resolved.Thank you again, please feel
free to contact us at anytime with additional questions.
Regards