Hartman Painting Company Inc.

HARTMAN PAINTING COMPANY INC.November 17, 2015RE: *** * *** Complaint involves: Contract DisputeTo Whom It May Concern,I am writing in response to *** * complaint submitted on 10/31/2015.3:PM and was assigned an ID of ***. Hartman Painting Company, Incpainted Mr***’s
house in October of The paint job did include a three, (3) year warranty against paint failureMr*** did call and talk to myself in Mid-September, to let me know he found a paint chip in his yard that was located around his rear porch but was not sure if it was off of his houseHe said that he had not seen any missing paint from the house and was not sure if it was from previous paint chipsI told Mr*** we would take a look at his house and check to see if any paint was peeling and if he would look to see if he could find the paint we had left for him and call me backI requested the original toupaint because if we did have it to do a repair to bis house it would stand the best chance of matching exactly verses getting new paint from the paint store.Hartman Painting Company, Increceived a return phone call from Mr*** on October 1st to let me know that he did not have touch up paintMr*** called the shop again on October 18th which was a Saturday and we did not workI did not get his message until I arrived to the shop on Monday morning, October 19"Mr***’s message was very nastyHe said he was going to call the Revdex.com and report us along with some other implicationsI ask my estimator, (Scott) to get in touch with *** and let him know I would be in contact with himConnie H*** also got the message when she arrived at the shop and tried to call *** as soon as she heard itConnie left him as message also but did not talk to himI contacted *** on October 23, *** said he would meet me at his house to review the situationI called *** when I arrived at his house and he ask me if he had to be thereI told him he did not have to be there and I would take a look at his house and call him with my findings. Hartman Painting Company, Incis a family owned and operated business that DOES back up the work we performI received some concerning medical news that had to be addressed immediatelyOf course my focus and my families focus was on meI apologize to *** for not getting right back with him.My findings were as follows- I found 2, (two) spots The first spot was on the front left side of the main gable: mold and mildew was coming thru and starting to showThis suggests that somehow moisture is getting in behind the paintThis is not covered under our warranty due to the fact that it is not paint failure.The second spot is in the right hand side of the rear gable and looks like the wood is rotten, which is also not included in the warrantyAfter speaking with Mr*** said he just had a new roof put on his houseFrom ourconversation he does not feel he has a roof leakThis is a section that I have agreed to touch upI will not know the cause until I work on it.Wayne Hartman President Hartman Painting Company, Inc.11017ASHBURNROAD * CINCINNATI, OHIO * (513) 779-

HARTMAN PAINTING COMPANY INC.October 8, 2015RE: [redacted]Complaint Involves: Product IssuesCustomer’s Statement of the Problem:The paint they used on our shutters is not what we wanted. We wanted the same color as before.To Whom It May Concern,   I am writing in response to [redacted]’s complaint submitted on 9/11/2015 1:46:33 PM assigned ID of [redacted].    As stated previously, Scott K[redacted] met with [redacted] and her husband at their home on 07/31/2015 for the purpose of selecting colors. When Scott arrived, [redacted] met him at the front door with a color swatch that she wanted the shutters to be painted, (See swatch following), along with a quart of stain to match for the front door. Scott collected the color swatch and stain from [redacted] . [redacted] and Scott then went through the [redacted] master color deck to select a color for the trim. [redacted] ultimately picked Sw"O38 “Tony Taupe” for the trim. :[redacted] is incorrect when she stated that he, (Scott our estimator), gave them a swatch of paint that he said matched the shutters. As mentioned above [redacted] gave Scott the swatch of paint and instructed him to paint the shutters the color on the swatch, (Obelisk #415–7). Hartman Painting Company, Inc. uses color decks when helping customers pick out colors as we did for [redacted]’s trim. We do not use random swatches and if you look at the back of the swatch it is a [redacted] swatch, ([redacted].). We do not use [redacted] paint we use [redacted] so why would we randomly give a customer a swatch from [redacted]2 (See copy of front and back of swatch following). -Unfortunately, [redacted] is unhappy with the color she picked for her shutters. If a customer tells us they want a certain color on shutters than that is what we paint them. We can not do work for free. We gave [redacted] a fair price to repaint the shutters in which she picked the color for.Wayne H[redacted] President Hartman Painting Company, Inc. Office: [redacted] Cell: ###-###-####Fax: [redacted](@fuse.net Hartman Paintingcompany.com11017ASHBURNROAD “CINCINNATI, Ohio 45240 * ###-###-####

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  My complaint would have been unnecessary, if the secretary had just responded to one of my many courteous calls asking for Hartman to look at the problem. I find it odd that she finally found time to respond only after I threatened to file a complaint with Revdex.com, and unacceptable that she would then blame me for getting upset at their lack of response. I had no idea there were personal issues going on, because no one returned my calls. I would have understood and been more patient, if they had.Hartman came out and fixed the problem area yesterday. It looks good now, so I am happy with that.
Regards,
[redacted]

Painter agreed to match colors with the same colors already on the house. He gave us a swatch of paint that he said matched the shutters. We are not used to reading swatches and agreed to use that color. However the color of the shutters on the porch are nowhere near the colors they had been before. You can see that by matching pictures we have, and also pictures on Google Street View. They also previously matched chairs directly next to the shutters. That is no longer true. We did agree to the swatch he showed us. This swatch apparently matched faded shutters from other parts of the house. We believe that a professional and experienced painter should have noticed the difference and advised us of that and definitely not matched faded shutters over unfaded shutters. In any case the porch shutters are completely different then they were before and I am very disappointed that someone who claimed to be experienced and professional did not notice that or even care about that even after it was done.

HARTMAN PAINTING COMPANY INC.September 21, 2015RE: [redacted]Complaint Involves: Product IssuesCustomer’s Statement of the Problem: The paint they used on our shutters is not what we wanted. We wanted the same color as before.To Whom It May Concern,I am writing in response to [redacted]’s complaint...

submitted on 9/11/2015 1:46:33 PM assigned ID of [redacted].On 4/27/2015 Scott K[redacted], (Estimator / Hartman Painting Company, Inc.) arrived at [redacted]'s house to perform an estimate. The estimate for exterior painting was emailed to [redacted] on 04/28/2015. [redacted] signed and accepted exterior painting proposal on 05/12/2015.Scott K[redacted] met with [redacted] and her husband at their home on 07/31/2015 for the purpose of selecting colors. When Scott arrived, [redacted] met him at the front door with a color swatch that she wanted the shutters to be painted, (See Swatch following), along with a quart of stain to match for the front door. Scott collected the color swatch and stain from [redacted] and Scott then went through the [redacted] master color deck to select a color for the trim. [redacted] ultimately picked SW7038 “Tony Taupe.” for the trim.All of the exterior painting except front and rear doors was started and finished on 08/07/2015. Hartman Painting Company, Inc. returned to finish front and rear doors after several attempts to schedule at an earlier date.On Monday, 08/24/2015, Scott returned to [redacted]’s house to look at the shutters after she called over the weekend about the shutter color. At this time [redacted] complained that the shutters did not match the porch chairs. This was the first mention of the shutter color being a match to anything. Scott proceeded to retrieve the extra shutter paint that was left in [redacted]’s garage. Scott did a dot test of the actual paint directly onto the swatch that was provided to us to use as her shutter color, ([redacted] seemed surprised we still had it). The dot test was performed in front of the customer and was done to ensure that the paint store had tinted the paint correctly. It was an exact match. Since we did not choose the color and the paint store tinted the paint correctly, we offered to repaint the shutters for an additional fee, ($200.00). At this point Hartman Painting Company, Inc. had not received payment for exterior painting.An email from Scott to [redacted] on Tuesday, August 25, (see emails) requesting payment before any additional work is performed. [redacted] emailed Scott back on August 25 stating that our company was totally unprofessional and will report us to the Revdex.com and other places, (see reply).We received payment via mail on 08/28/2015.Wayne H[redacted]President Hartman Painting Company, Inc. Office: ###-###-#### Cell [redacted]Fax: [redacted]@fuse.net Hartmanpaintingcompany.com11017 ASHBURNROAD * CINCINNATI, OHIO 45240 * ###-###-####

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.]
We never claimed that we didn’t agree on the paint swatch. We had never painted a house before and never judged paint from swatches before. We felt that we were dealing with a very experienced professional painter.  As it turned out we had two completely different shades of  brown shutters, one faded by the sun and one completely unfaded. We did not notice this. The swatch we agreed to was a match for the faded shutters. Since we agreed to the swatch we paid for the job even though we were totally unsatisfied. I would have expected someone experienced and professional to point out the differences in the shutters before starting to work. They did not. They changed the unfaded shutters to a faded look and we feel that they should have made us aware of this potential change.We have learned our lesson and will not just rely on someone to notice these differences for us in the future, no matter how much experience they have in this field. Obviously we have some of the blame, but wouldn’t any true professional point out the differences in the shutters before undertaking the job? We just want to warn other people to not totally rely on Hartman’s experience and judgment.
Regards,
[redacted]