Genesis Painting

Review: Genesis Painting Gave us a Written Proposal for $3,613. We asked for additional caulk and glazing to be done. We were then given a Verbal Quote that the additional work would be 16 hour, but since we were doing the majority of the scraping, removal of all caulk, etc. that the total would be about half that, or 8 hours.

We received a bill for $5,475. Genesis Failed to give us a written Proposal for our additional needs. They failed to inform us of the additional hours it was taking to finish the job. We were billed for an additional 26 Hours @ $70.00/Hr. Genesis dropped the ball and failed to give us this information until after the job was done.

Genesis promises that you do not pay until work has been finished and is at complete satisfaction at your final walk through. We did not get a final walk through. When the workers left we contacted [redacted] because our bill was higher than expected and work was not satisfactory. He threatened to take us to collections unless we paid our bill by 9/15/15. We paid the bill in full because of this threat.

The work was not satisfactory. We had missing caulk around the windows, exposed original paint, bare wood showing, poor caulk/foam on windows, windows painted shut and miss-matching caulk around the entire hours. When bringing this to [redacted]s attention, He was very defensive. He made us feel like we were the only people in 15+ years that ever had a problem with the quality of work from Genesis. He even hung up on us when we called him. We have received extremely poor customer service from Genesis.

We want a Refund of $1,260. This is because Genesis failed to give us a written proposal. We will pay the additional 8 hours of work we were verbally agreed to. But we want a refund for additional 18 hours we paid for. I want [redacted] of Genesis Painting to Resolve this issue, not [redacted].

Per Genesis Website Guarantee:

“We place everything in writing for your documentation: the proposal, the painting process, your warranties—even our promise to the clean up after ourselves.”

“We do not give estimates. We give proposals. Your Genesis estimator will provide you with a written, guaranteed, fixed-price document that includes a detailed breakdown of the recommended work—to the penny.”

“We have dedicated customer service personnel, field consultants, and a Quality Assurance Manager whose primary mission is to guarantee your satisfaction. “

“All projects are DUE UPON COMPLETION. The project supervisor will complete a walk through with the customer and collect payment at the end of the project.”Desired Settlement: We want a Refund of $1,260. This is because Genesis failed to give us a written proposal. We will pay the additional 8 hours of work we were verbally agreed to. But we want a refund for additional 18 hours we paid for. I want [redacted] of Genesis Painting to Resolve this issue, not [redacted].

Business

Response:

Regarding the complaint made by [redacted]. First [redacted] was never at any of the multiple appointments both myself and our lead painter [redacted] had with [redacted]. I responded for the original proposal in early May. At that time [redacted] and I walked around the property and discussed painting the window trim, aluminum siding, garage, dormers, door trim as wells as minor caulking / glazing as needed. I provided [redacted] a proposal dated 05-12-2015. This proposal was based upon the condition of the home when I was at the first appointment. [redacted] accepted the proposal. Then over the next several months, [redacted] called or emailed me over a dozen times making changes. One of these changes was the deletion of the garage which per out terms we could have charged a fee. I did not do this. I responded to his house multiple times and addressed his changes. At no time was [redacted] at any of these meetings. [redacted]'s involvement only occurred after the final invoice was sent.[redacted] told me he wanted to remove the glazing, caulk and do some scraping himself. I explained to [redacted] that if he was going to do this, any additional work that would be needed would be at time and materials per our original contract. It states:[redacted]IMPORTANT: Any work requested that is not outlined in this proposal/contract is NOT included in the bottom line price. Additional requested work such as, but not limited to, additional wall prep, additional coats of paint or additional areas to be painted will be done only upon the customer's request. The on site project supervisor will provide the customer with an approximate estimate for completing the additional work.At one point I explained to [redacted] that if we were to remove the caulk and re-caulk it would add approximately 16 hours. He stated that was fine. He then called and said he was going to remove some of the caulk. Again I explained any additional work will be at time and materials. [redacted] agreed. [redacted] called me numerous more times and kept repeating his plans. I explained again the time and materials policy and [redacted] stated he has a bad memory due to his [redacted] treatments. Beyond these conversations, [redacted] the lead painter also responded to [redacted]'s residence to walk through items over and over. When we finally arrived to do the work, [redacted] had basically removed all of the glazing around the windows and some of the caulk from the areas around the windows and doors. This created a situation where we had to basically re-build the windows. Again, I spoke to [redacted] regarding the extra time and material and his response was he understands as he is in the construction field.When [redacted] completed the work, I pulled the hours from the job. These hours are tracked via GPS as the painters log in on a job site. The hours indicated we had 56 hours of extra at $70.00 per hour. That total is $3920.00 which we have every right to collect based on our proposal. I only charged [redacted] $1820.00. I explained the work he created took much more time then anyone could have anticipated from the original inspection. I made this good will gesture without being asked. Then [redacted] sent me abusive emails and called me screaming on a Saturday. I explained to [redacted] that I have a right to invoice for all the hours accrued per our proposal and I will do so if she does not calm down. On September 10th, [redacted] responded to my email stating he was not happy with the total but "I will pay it is my only choice." He then stated he wanted to meet to have some items fixed.Then later on September 10th, at 8:52 PM [redacted] emailed me stating there were some discrepancies on the invoice. I made the correct adjustments. She also stated she would pay the bill once the adjustment of 112.00 was made. At no time during this 4 month interaction did [redacted] ever state anything about quality. In contrast he told me things were going great. [redacted] also told [redacted] to return because he wanted to give him a "tip" It was not until the invoice was sent that [redacted] became involved. [redacted] has continuously been degrading, called our painters lazy slobs, told us we do the quality of a five year old etc....[redacted] our lead painter has been with our company for 15 years. I have never had a complaint on him.Over the past several days [redacted] has called me, our main line, emailed me and completely been degrading. [redacted] has returned to their home to fix a few punch list items. [redacted] refuses to meet with us to go over the items in person, instead she leave a list on the front door. This is difficult to work off of but we have made it work.[redacted] continues to ask for the [redacted]. The [redacted] is not available and my job is to resolve customer issues. I have done so in this case. Genesis has fulfilled every part of our contract and addressed all of the punch list items. All while being professional. [redacted] and [redacted] have called and emailed both [redacted] and My cell phone at all hours of the evening and on weekends. Again, none of this behavior occurred until the invoice was sent. At this time, the project is completed and paid.

Business

Response:

Below is a summary of my previous responses to this complaint.1. I met with [redacted] in May to discuss painting the exterior of his home and detached garage. I provided a proposal to [redacted] for this project. The proposal clearly outlined the work to be completed and the total price. The proposal also stated [redacted]IMPORTANT: Any work requested that is not outlined in this proposal/contract is NOT included in the bottom line price. Additional requested work such as, but not limited to, additional wall prep, additional coats of paint or additional areas to be painted will be done only upon the customer's request. The on site project supervisor will provide the customer with an approximate estimate for completing the additional work.[redacted] accepted this proposal.2. Over the next month or so, [redacted] called me several times to meet with him at his home. [redacted] asked to remove the garage from the bid, maybe add the basement, maybe add caulking etc... [redacted] asked me what it would cost to re-caulk the windows and doors if he removed the caulk. I had the lead painter look at [redacted]'s house and told [redacted] the cost would be about $1120.00 plus materials. I further stated this is a ballpark and any thing done over and above the original contract would be at time and materials. [redacted] then stated he would do some caulking and scraping of the windows himself. AGAIN, I stated ANY ADDITIONAL work will be at time and materials as it is impossible for me to provide a proposal for work that I do not know the scope of. [redacted] agreed and said he was fine with that. Please note, [redacted] was told numerous times about the time and material clause for additional work requested and this is also covered in the original proposal. 3. Genesis Painting completed the work per the written proposal and all the additional items requested by [redacted] at time and materials. I calculated the hours for the time and materials portion over and above the original proposal from the data gathered via our GPS tracking and the lead painter. The hours accumulated on the extras requested by [redacted] added up to 56 hours. I deducted 30 hours from this total to be nice which I now regret. This deduction is over $2000.00 in labor. I invoiced [redacted] for the original proposal and the net hours remaining of 26 plus materials. This equaled $1820.00 in labor and 42.00 in materials.4. I sent the invoice via email to [redacted] explaining the extras and credit. This is when [redacted] elected to get involved. She called me several times over the weekend. I explained that [redacted] agreed to the time and materials and I gave them a credit for which I did not have to give. I also told [redacted] that I would send a full invoice for ALL hours accrued at time and materials. [redacted] and [redacted] stated they would agree to the revised bill and paid it. A few important items to note: At not time did [redacted] or [redacted] complain about quality. As a matter of fact, [redacted] asked the lead painter to stop back so he could provide him with a tip. It was only until the invoice was sent that the quality concerns began. Next. [redacted] was not involved in ANY of the conversations or meetings that we had with [redacted]...None!5. During all this, I have been insulted, my painters have been verbally abused, and I have also sent our painters back to the home twice to touch up items. [redacted] has told me it was my responsibility to know that [redacted] had PTSD and memory problems from his cancer treatment. This is not my responsibility nor do I feel comfortable even talking about it. From my point of view, if [redacted] knew of these issues she should have been involved from the start if she had concerns about [redacted]'s Decision making skills.6. In summary, our contract clearly states the time and materials extras. I discussed with [redacted] numerous times the fact that the extra work would be charged at time and materials [redacted] agreed. [redacted] is the name on the proposal and [redacted] is the person I met with several times. Since the invoice was sent, [redacted] became involved. Again, [redacted] should have been involved from the start if she was concerned about the decisions that were being made. 7. Genesis Painting completed the original proposal and all the additional items to industry standards. The invoice has been paid. Over and beyond my personal and phone conversations with [redacted], the proposal clearly states in writing all the terms and conditions. I consider this matter closed with the client having received all the work promised in addition to over $2000.00 of free labor that was not billed.

Consumer

Response: