M&M’s Window Cleaning and Home Service

[redacted] is correct in most all the she has statedWe painted the house almost one year ago and when I was giving her the bid I told her the benefits of using a 100% acrylic paint such as duratec, [redacted] s highest quality exterior paint, and she agreed to have me use this paintAbout a month after painting she called me and said that there was something wrong with the paint, that it was causing "pits in the stucco and it wouldn't clean up well"I agreed to meet with her and when I got there, on the back yard stucco wall was a long stream of dried, red bird poop that went from top to bottomShe said it wouldn't clean up so I took her hose and nozzle, sprayed water on itMost came off, the rest came off with a soft bristled brushTo that she said it shouldn't be that hard to cleanShe also stated that she likes to keep her window ledges clean and this paint was too difficult to cleanThis is where I said I would be willing to put semigloss on the sills because it is an enamel paint and would be easier to clean.( I have never been asked to do this in years of painting but I was trying to find a solution that would please her)Although this is an easier paint to clean it is not a paint to put on the entire house because of the shineIn fact, to my knowledge there is no [redacted] that will allow a semigloss on exterior stuccoAt that same trip she pointed out places in the stucco that she said the paint had damagedShe agreed to have me come back in the fall to paint the window ledgesIn the fall I don't remember if she called me or if I called her but she gave the impression not to worry about the window ledgesFast forward to approximately early February 2015, we received a long message in the office from [redacted] that recapped "She is trying to get her house refinanced but the appraiser said he couldn't approve the refinance because the house needed to be painted".I called her back to get more clarificationShe said she's very stressed over all of this and I assured her I would do what I could to helpShe told me she had no issues whatsoever with my company, the issue was "faulty paint"I told her that if it truly was faulty paint [redacted] is a reputable company and would stand behind itI asked if she would like me to contact a [redacted] rep and perhaps meet at her house to which she agreedThe next few days brought the birth of my grandson in TexasI called [redacted] to tell her I would be gone for a couple weeks but would get to it as soon as I got backShe was very excited for me and understandingAbout three weeks later toward the end of February, I set up an appointment to have ***, manager of the [redacted] Scottsdale store, to meet me at ***'s houseHe beat me there and when I got there they were already walking the propertyWhen I caught up to them [redacted] was showing "pits" in the stucco that the appraiser said was caused by the paintTo me they were just regular holes in rough stuccoShe stated that the stucco was "too hard to clean" and showed dirt that was sitting on window ledgesTo me this was loose dirt that settles after dust stormsShe also pointed out the threshold of the back door saying "that dirt was never there when she used [redacted] paint"Given that this was a very light gray, almost white paint and this is a high traffic area, it looked for months of wearDuring this minute conference she kept eluding to the appraiser saying it needs to be repaintedBy my observation, this is a beautiful paint job and I can't see where the paint is not performing properlyAt one point she changed it and said the appraiser didn't have a problem with the paint but it needed to be restuccoed to which she said she wouldn't pay that much moneyI asked her if there were any other issues holding up the refinanceShe said only this and that she had approximately days to get this resolved or start over [redacted] said he could have the paint tested by their labHe took some samplesI closed out the meeting by offering myself, [redacted] or [redacted] exec, and the apprIser to meet at her house againThe goal was to hear it straight from him so we could address it directlyTo this she got very emotional and said she couldn't deal with the stressFrom there we leftAs a year licensed painter having thousands of projects behind me, this is a firstAs I pulled up to the house that I haven't seen for ten months, it looked beautifulThere were two issues on the house: peeling paint and plaster in two spots on the ceiling above the front door due to a water leak, and some peeling at the lower foot of the pony wall covering the pool equipmentThis wall goes approximately a foot under ground and is common to have this issue given that it absorbs waterI work very hard to satisfy every customer and if I thought "our work" was at fault I would certainly work to resolve itHer complaint is not with my company, it is with [redacted] If you read her complaint you will see this clearly although unjust in my professional opinionAn unjustified complaint such as this should not go against my hard earned, ten year A+ rating and I would ask that you strike any complaint against my companyI will stand behind my work 100% at this projectThank youRuss