H & L Custom Painting, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:The paint that was on the cabinets, the lighting fixtures and the windows was the same color as the newly painted walls. The walls had previously been painted white over the years. The color was NOT changed until his company painted(it is a beige color) I have numerous pictures showing the same lack of care in the work they performed. As you can see from his response this company refuses to answer phone calls. I called numerous times over two weeks and left several messages! They refused to answer or make any corrections to their mistakes. The paint they gave to the property manager look like it had dirt in it. My handyman who hired to fix this companies mistakes was unable to use the can of paint this company sent. I feel this company needs to be reported because they did not do the job as promised and they have poor customer service.
Regards,
*** ***

October 16, 2014Dear [redacted],I am writing on behalf of Humberto R[redacted] who is the owner of H & L Custom Painting. A recent complaint was filed ([redacted]) alleging that Mr. R[redacted] did an unacceptable job painting the complainant's condo. 1 disagree with the complainant's assessment based on my direct involvement in this matter.
I hired Mr. R[redacted] to paint the subject condo in my capacity as the owner's property manager. I had been managing this property for the past 5 years while the complainant was living out of the area. I was notified in June of this year that the owner wanted the condo painted, bathroom redone, and new floors installed before moving back into the condo in August. I inspected the property when the painting was finished and found no problems. The owner thought otherwise: the complaints included paint spattered on a ceiling light fixture and windows--both which I could not see. There was a small (1 inch) paint smear on one of the cupboards which the painter said was pre-existing.
I believe that Mr. R[redacted] should not be held responsible for washing her windows or light fixtures and certainly not a return of the money paid for the job. The condo had to be thoroughly cleaned after all work was completed—that would include fixtures, windows, cupboards, etc. There were plumbers, floor installers, tile re-glazing techs working in the condo AFTER the painting was completed. Mr. R[redacted] left her extra paint to do any necessary touchups.
I have known Humberto R[redacted] for almost 24 years. He has painted hundreds of houses for my company and I have never received one complaint. He has painted my house inside and out, my neighbors and friends' houses without complaints. He is honest, professional, and always does a good job. Mr. R[redacted] also works for other property management companies--[redacted] and [redacted] to name two others. I know the property managers at these companies and am sure they would have the same opinion of him.
I believe the complainant was under the stress of the move, the stress of a new job, and overreacted to the situation.
I hope this letter will put her complaint in perspective.Sincerely yours,Jo Ann P

October 12, 2014Dear [redacted],I responding to a complain that has been made against my busuness. First of all I have been in this business since 1984 and never have had a complaint.Before we started to paint the apartment throughout I noticed there was old paint over the...

kitchen cabinet and light fixtures. I tried to remove existing paint but it was too difficult to remove because it very old paint. The reason why I didn't respond to her phone calls was because I don’t know this person and she sounded too upset and didn’t want to complicate the situation and I waited until the property management contacted me because I was dealing directly with the property manager not with the owner.The property management tried to arrange a meeting to confront her and explain the situation but unfortunately I was working out of town that week.  This person has been renting this property for years.
The property management will send you a letter also explaining this issue.
Sincerely,Humberto R

Review: The vendor was hired by the property manager to paint my condo. The paint job is terrible. There are many areas where they did not paint (between the ceiling and the wall) There is paint on the cabinets, windows and the light fixtures ( no prep was done) I have called this company numerous times and they have NOT returned my calls. They were paid by check. The property manager has tried to get the company to come and out fix their mistakes and they claim they are to busy to do it.Desired Settlement: The company needs to fix poor paint job or refund the money so I can hire someone to do the job properly.

Business

Response:

October 12, 2014Dear [redacted],I responding to a complain that has been made against my busuness. First of all I have been in this business since 1984 and never have had a complaint.Before we started to paint the apartment throughout I noticed there was old paint over the kitchen cabinet and light fixtures. I tried to remove existing paint but it was too difficult to remove because it very old paint. The reason why I didn't respond to her phone calls was because I don’t know this person and she sounded too upset and didn’t want to complicate the situation and I waited until the property management contacted me because I was dealing directly with the property manager not with the owner.The property management tried to arrange a meeting to confront her and explain the situation but unfortunately I was working out of town that week. This person has been renting this property for years.The property management will send you a letter also explaining this issue. Sincerely,Humberto R

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because:The paint that was on the cabinets, the lighting fixtures and the windows was the same color as the newly painted walls. The walls had previously been painted white over the years. The color was NOT changed until his company painted. (it is a beige color) I have numerous pictures showing the same lack of care in the work they performed. As you can see from his response this company refuses to answer phone calls. I called numerous times over two weeks and left several messages! They refused to answer or make any corrections to their mistakes. The paint they gave to the property manager look like it had dirt in it. My handyman who hired to fix this companies mistakes was unable to use the can of paint this company sent. I feel this company needs to be reported because they did not do the job as promised and they have poor customer service.

Regards,

Business

Response:

October 16, 2014Dear [redacted],I am writing on behalf of Humberto R[redacted] who is the owner of H & L Custom Painting. A recent complaint was filed ([redacted]) alleging that Mr. R[redacted] did an unacceptable job painting the complainant's condo. 1 disagree with the complainant's assessment based on my direct involvement in this matter.I hired Mr. R[redacted] to paint the subject condo in my capacity as the owner's property manager. I had been managing this property for the past 5 years while the complainant was living out of the area. I was notified in June of this year that the owner wanted the condo painted, bathroom redone, and new floors installed before moving back into the condo in August. I inspected the property when the painting was finished and found no problems. The owner thought otherwise: the complaints included paint spattered on a ceiling light fixture and windows--both which I could not see. There was a small (1 inch) paint smear on one of the cupboards which the painter said was pre-existing.I believe that Mr. R[redacted] should not be held responsible for washing her windows or light fixtures and certainly not a return of the money paid for the job. The condo had to be thoroughly cleaned after all work was completed—that would include fixtures, windows, cupboards, etc. There were plumbers, floor installers, tile re-glazing techs working in the condo AFTER the painting was completed. Mr. R[redacted] left her extra paint to do any necessary touchups.I have known Humberto R[redacted] for almost 24 years. He has painted hundreds of houses for my company and I have never received one complaint. He has painted my house inside and out, my neighbors and friends' houses without complaints. He is honest, professional, and always does a good job. Mr. R[redacted] also works for other property management companies--[redacted] and [redacted] to name two others. I know the property managers at these companies and am sure they would have the same opinion of him.I believe the complainant was under the stress of the move, the stress of a new job, and overreacted to the situation.I hope this letter will put her complaint in perspective.Sincerely yours,Jo Ann P