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Metcalf Painting & Flooring

203 Annandale Dr, Cary, North Carolina, United States, 27511-6503

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Metcalf Painting & Flooring Reviews (%countItem)

Metcalf Painting is unresponsive when contacted multiple times to revisit our home and finish the paint job which was not done correctly.
- We had contracted Metcalf Painting to paint interior of our home.
- The paint job was started on Oct 23rd and finished on Oct 30th. We made the payment of $7652 on the same day.
- We even completed a positive survey without thoroughly checking the paint job throughout our home. This was our mistake.
- After the paint job was completed, we noticed that there were few areas within our home where the painting was not done correctly.
- The company in question does have a 2 year warranty, but in this situation, the job was not done correctly to begin with.
- We contacted Metcalf first on Nov 8th with the details of the problems and asked them to come over and fix them.
- Since Nov 8th, in past 1+ month, we have contacted them numerous times and have had no response from them on when they will fix our problems.

Desired Outcome

We just need Metcalf Painting to come to our home and finish the job and fix the problems. It has being over a month plus since we have being begging them to come over and have had no luck. We need help in getting this issue resolved.

Metcalf Painting & Flooring Response

Contact Name and Title: *** Metcalf Preside
Contact Phone: ***
Contact Email: ***@aol.com
The first contact I had from this customer was on 12/7/17. He phoned me looking for our project manager. I explained that he was on a temporary leave of absence due to an out of state family emergency. He said that explains why he hasn't responded to my emails regarding some needed touch up on the job we completed about a month ago. My first response was to ask if the project manager completed a final walk through with him before we accepted payment. He assured me that we completed a final walk through with him and that we had a done a great job but there was just some touch up he didn't see. He said "this is to be expected, it was a big job". I apologized for the lack of communication and assured him I would take care of scheduling the touch up. His response to me was "no rush, I just want to make sure it gets taken care of.".
This is why I was shocked to see that he filed a complaint just 4 business days after I talked with him.
When I received the complaint yesterday morning, I immediately phoned this customer at the "daytime" phone number provided - no answer. I called again and left a voice mail. In my voice mail I offered to schedule the touch up for next Monday and asked him to call me (or email me if that was better) to confirm the schedule. I didn't receive a response. I called again after lunch - no response. I then sent him an email. He finally responded to my email about 3:00. He informed me at that time that he would prefer to use another contractor scheduled to do a cabinet install to complete the touch up. I emailed him back and reminded him that his "desired resolution" to the Revdex.com complaint states he wants us to complete the touch up and offered again to schedule it for Monday. He responded and declined again to have us do the work.
Since this customer is not following through with his "desired resolution", I feel like this complaint should be removed from our records

Customer Response

Greetings Revdex.com Team,

Here is the response I had sent to Metcalf Painting yesterday.

Greetings Ms. Metcalf,

I apologize for not being able to answer your calls while I am at work due to company policy.

I just listened to your voice mail and am now following up with this e-mail reply.

Here are all the e-mails that I had sent to Metcalf since Nov 8 (over 1 month period) asking for someone to come over and fix the problems:

---------- Forwarded message ----------
From: ***
Date: Wed, Nov 8, 2017 at 7:53 PM
Subject: Re: Walkthrough
To: ***

Hello ***,

Good Evening. I hope all is well.

We found few more spots in the house that needs some touch up paint. I am guessing the paint is drying and now we are starting to see spots where there had being patch/drywall work done. We also found in one room that the newly installed crown molding did not have nail holes covered/caulked.

We would appreciate it if you can please have *** or *** stop by for few minutes to have them take a look at the issues. This is not an emergency so whenever they can stop by for few minutes is fine.

Thanks again ***. Hopefully this is it and we won't find any more issues.

---------- Forwarded message ----------
From: ***
Date: Wed, Nov 15, 2017 at 8:37 AM
Subject: Re: Walkthrough
To: ***

Hello ***,

Good Morning. I hope all is well.

Can you please have *** or *** give me a quick call to give me
a time frame of when they can come over to look at the paint issues?

I just need a day and time of when the can come over so I can schedule
half a day vacation time at my work.

They can text me on my cell if they want. My cell is (***.

Thanks again *** for your help, I appreciate it Sir.

-***-

â??

---------- Forwarded message ----------
From: ***
Date: Mon, Nov 20, 2017 at 1:43 PM
Subject: Re: Walkthrough
To: ***

Hello ***,

I hope you had a great weekend.

I was just checking to see if you had a chance to talk to *** or
*** about stopping by our house to take care of the last
outstanding issues.

I am available all week to meet them at the house. I would appreciate
it if you can please have them message/text me or call me so we can
set something up and get this taken care of.

Thanks again ***. My cell is ***-XXXX. Thank you.

-***-

---------- Forwarded message ----------
From: ***
Date: Tue, Nov 28, 2017 at 10:41 AM
Subject: Re: Walkthrough
To: ***

Hello ***,

I hope all is well.

I just left you a voicemail.

I wanted to see if we can schedule some time this week to get the the
issues resolved. I tried calling ***, but got her voice mail.

Would appreciate it if you can please have either *** or ***
stop by to take care of remaining items on our list. Thank you ***.

-***-

After sending multiple e-mails and phone calls, I decided to call the main number for your office last week (December 7th) and I spoke to you.

At the end of our conversation last week, you had mentioned that since *** was out of the office, you would have someone get in touch with me and setup an appointment to fix the issues.

Well, a week went by and we never got a call and/or e-mail to setup an appointment. This clearly shows lack of communication and commitment to customer service on your Metcalf's part.

How many times do we have to call or e-mail to get an appointment scheduled? I work 80+ hours a week and really do not have time to chase down folks for issues like this.

The only reason I heard back today was because of the complain that we submitted to Revdex.com.

During this whole process I myself have being very patient, courteous and professional and I just felt like our request/issue (does not really matter big or small) were just ignored and put on back burner.

Due to significant delay and also having another contractor starting a cabinet install job tomorrow, we have deiced to just pay them little extra and take care of the paint issues. Thank you.

-***-

Metcalf Painting agreed to fix the problems on their schedule, but again after Revdex.com complaint.

Due to significant delay and also having another contractor starting a cabinet install job tomorrow, we have deiced to just pay them little extra and take care of the paint issues.

Metcalf Painting & Flooring Response

I'm not sure this information is new information. I have acknowledged that he sent several emails directly to our project manager who was away on temporary leave of absence and that my first contact with him was on 12/7. You can see in the email thread he provided that I wasn't cc: on the emails. As I stated to him and to the Revdex.com, I told him I would check the schedule and work in the touch up and his response was "no rush - just so it gets done". He has not disputed the fact he told me "no rush". 4 business days later he has filed the complaint. I have also told you that I called him immediately on 12/14 when I received the email from the Revdex.com. He finally responded to me by email late in the afternoon that he had made arrangements with another contractor to take care of the touch up - even though he stated in the complaint that his "desired resolution" was for us to take care of it. He also states that the only reason he heard back from me was because of the complaint. I told him that was not the case - I had actually emailed my husband just Wednesday night about scheduling the touch up for Monday - since we were in his neighborhood starting another job. I provided the customer with that email to prove that.
We have agreed to the terms of his "desired resolution" but he has now changed his mind regarding that resolution. There was no delay whatsoever from the time I received the complaint and the time I tried to resolve the issue.

Customer Response

(The consumer indicated he/she ACCEPTED the response from the business.)
We really have no choice, but to accept the resolution at this point even though we had to have another contractor fix the problems.

In summary...

- The project manager in charge of the project did not respond to multiple requests from Nov 8th to Dec 7th.
- I never received any responses indicating that the project manager was out of the office. There were no out of Out-Of-Office e-mail replies or call backs to my voice mails. I tried contacting multiple times via e-mail and phone to no avail.
- Dec 7th - I then got frustrated and contacted the main office number and explained them the situation.
- I was told that someone would contact me to setup an appointment to fix the problem.
- Since I did not hear back via e-mail or phone, I ended up filing a complain with Revdex.com on Dec 13. This is 6 days after I called the main office number and over a month after I had made my initial request.
- The business did offer to come and fix the problem, but on their time/schedule which would then have delayed other project until next year. We had already paid the other contractor 50 percent ahead of time so we really needed them to come and start working and not wait for the painting to be fixed.
- We had another major project at our home starting on Dec 15th and therefore we could not wait any longer for Metcalf to come and fix the problems. We ended up paying another contractor to just fix the problem and continue with the next project.

Hopefully, going forward, the business will be more responsive to other customers so they don't have to go thru same thing that we did.

Thank you Revdex.com for looking into this matter, very much appreciate it.

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Address: 203 Annandale Dr, Cary, North Carolina, United States, 27511-6503

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