Five Star Painting, Provo

Business Response to a ComplaintComplaint ID#:[redacted]Company Name:Five Star painting, ProvoCompany Contact:Chris B[redacted]Company Phone:801-427-2940Company Email:[email protected] Who Sent the Complaint:[redacted]Staff Member:Response:He was reimbursed $760 out of his $1100 for the...

costs I had into the job. I don't get the complaint? But since there is a complaint let's review the situation. We try to follow the golden rule to do unto others as others would do unto you. And then there was this job. It is interesting how people don't realize how much work goes into any one project before one stroke of paint goes on the wall. You have advertising and marketing costs, answering services, accounting, insurance, sales reps, scheduling, project managers, and in this case we had to do custom color matching for his paint. We then have to order materials and pick up materials. And then once you start a job there is masking, and taping, and tarping furniture. All this was all done before we knew this guy was going to be a problem to work with and he was never going to be happy. So this is more or less how I viewed the project: 1. We were contracted with the wife [redacted] to paint the trim and doors of the home. We were given a deposit of $1100. We never spoke with [redacted] before starting or ever meet him. Just over the phone after we started. 2. We had our best painter doing the project and have never had a single complaint about his work. He is very meticulous. 3. Agreed the painter was a little late each morning as he had some personal items to take care of. Never really got to day 2 with the customer's unreasonable requests. 4. Before we really got started the customer told us: A. We needed to built a tent in his front yard to paint his doors( Response: We explained that is not what we or any other painter I know of does to paint doors) B. The painted tape lines on his baseboards were too high on his walls. (Response: My painter explained there was nothing he could do as the color of the trim paint was already on the walls, he was simply matching it to where it was. It wasn't as if my painter wanted to paint the lines on the trim higher than they needed to be. 5. First Call: The first time I spoke with [redacted] is when he called and asked me to personally go over to look at his home and I explained I would be unable to, and that is what we pay a project manager to do. He told me all the things that we were doing wrong and we needed to fix it. 6. Second Call: I spoke to my painter and he explained the situation and that the customer was being unreasonable 7. Third Call: I and [redacted] agreed we would not be able to do his painting project to his satisfaction. 8. I sent him a refund check back in the amount of $760 which was for the deposit less the hard cost I had into the job including the custom colored paint that was left on the job, and the tape, and plastic used. I did not bill him at our hourly rate of $80 an hour plus the materials. I thought that was pretty fair. In conclusion: The customer would not let us finish the job we were contracted to do. I could have just sued him for breach of contract but I thought I was taking the higher road. I refunded him less the costs I had into the job. Even the final statement in this complaint makes no sense. He says he repainted the poor job himself or he would have had to pay another company to do it, and then he says he had another company finish the job. Which one was it??? You just can't make some people happy.Sent on: 11/18/2017 7:05:07 PMSent by: 71.199.6.145