Octavio's Painting, LLC

My name is April [redacted], District Property Manager for Louisburg Square. I have been in contact with Ms. [redacted] via email about her services issues. She has had some repeated service request for her hot water tank and furnace over a time span. It is possible to have multiple work order for an...

appliance as there are a variety of things to service on them. I have asked Ms. [redacted] to provide me with utility bills and usage to investigate high utility bills for the time frame of the work orders in question. Once we receive this we can take her request of a refund in consideration.

Complaint Response:Mrs. [redacted] officially became our customer Monday June 26, 2017. On this day we began the work listed on original proposal, plus additional work added on which is listed on invoice.Mrs. [redacted] had gotten the whole house re-stuccoed by a different company and...

while our company painted the garage door and jamb; she called to mention that our men had gotten a little bit of paint on the stucco part. Owner Octavio Jr. said he would go take a look at it, but Mrs. [redacted] had said she just got her stucco guy to re stucco the whole front of the house again, where the garage was on (which was unnecessary to do the whole front part just for a little spot as she had claimed ). Octavio Jr. asked if she had at least taken a picture of what she wasclaiming before she had her stucco guy work on it, but she said no. After this we now had agreed to pay the stucco guy for re stuccoing the front part of the house even though Octavio still thought it was very unnecessary for him to do . He was asking for $200.00.She also started mentioning that the garage door needed a couple touch ups. Ana, our office manager was communicating with her on these issues and she had put her back on the schedule so Octavio Jr can go out there himself to see any issues and fix them on his own. [redacted] agreed and accepted to the day and time. She said she would not be there but would leave the key under the planter so Octavio could get the paint from her garage. Jr. showed up to find that the key was not there. Ana called her to see where she had misplaced it only to find out that she had forgot Octavio Jr was going that day and she had not left the key. She wanted him to wait there untilshe could get a hold of her neighbors so they could go over and open the garage door. By this time Jr had left to go to his next appointment, as she ([redacted]) understood it was her own  fault. She kept asking if he could go back, but by this time she was just taking Octavio’s and staff members busy and important schedule for granted.She also complained that one 5x5 metal piece in one of the fireplaces had not been painted, as her stucco guy had stuccoed over it, and needed this painted as well as it was on the invoice. Office manager Ana, spoke to her again about this matter and was instructed to tell [redacted] [redacted] that a final check would be sent out to her. This check was $200.00 to pay for the stucco  guy plus $50.00 for [redacted] to keep for any touchups that [redacted] was complaining about i.e. the metal and garage touch ups. She said okay and even told us again that she would not be home to receive this check but that she was going to leave the key for the garage door again so we could place the check in some magazines behind her truck. Octavio Jr. went again not being able to find the garage key again so he just hid it in the front door. Ana instructed [redacted] on where the check was left and that was it.A couple days later, Ana receives another call asking when Jr was going to finish the touchups. Ana reminded her once again that she had already told her Octavio was not going back out there and that the check was to cover for the rest of her complaints. She responded back very confused stating that she was not aware of that and that she had given all the money on the check to her stucco guy. Ana apologized and reminded her that only $200.00 was for her stucco guy as he had requested and the rest was for her. She got very upset and yelled at Ana and even hung up on her.  Ana did not call her back. [redacted] had called again a day or so later and apologized to Ana and asked if Octavio can go back and check the metal again. [redacted] had heard an old voicemail that Ana had left her asking her when it would be okay for Octavio Jr to go out there and check the work. She believed it was a recent message but Ana respectfully explained to her once again the situation and that Octavio was no longer going out there, nor was he going to be paying her any more money. She got upset again saying she was going to get an attorney and make a compliant to the Revdex.com and hung up on Ana one more time.This was the last we heard of [redacted] and we are very frustrated to have dealt with someone so disrespectful and forgetful about these issues. Octavio felt she took advantage of his  business and his staff as he was more than nice to her and even agreed to pay as much as he didfor stucco that didn’t even have to be re stuccoed. This was probably an advantage on her stucco guy as she felt he had to re stucco a whole wall, when in reality there is never a need to re stucco a whole wall for a small portion of paint splatter. Also, he sent extra money that was to cover for more than what she was asking in touchups (both garage door and metal). The 5x5 piece of metal that she keeps complaining about can literally be a 5-minute job and was not our fault that her stucco guy stuccoed over it which would not have even been able to paint over the metal if they had stuccoed it. The garage door which needed touch ups would not even need us to pay her extra for it as we still did in order for us not to have to work with her anymore. She already had the paint in her garage, Octavio could have easily just touched it up for free.Octavio has never dealt with someone like this and tried to make her happy but just kept wasting his time by constantly going out to a key less home or being stood up because she couldn’t remember. He is not willing to pay another cent to her as it was not his fault for her giving all the money to her stucco guy. We are done working with her and hope she can finally clearly understand the situation as it has been repeated to her plenty of times.Best of regards,Octavio's Painting LLC.

I am responding to the client's concern regarding painting charges on the apartment he moved out of.  After checking with the manager, we do have invoices documenting the extra paint charges on file.  However, as a courtesy to you we have reversed the painting charges in total.  The...

manager has done a revised statement and you should receive a refund check in the amount of $95.97.Thank you.

Complaint: [redacted]
I am rejecting this response because: [redacted], Octavio's Painting has not sent me a check although they had offered to do so, and I had accepted their offer.Note: it was only half what I had originally wanted but agreed to their terms.I gave them over two weeks to comply with their offer and in addition, I gave them 5 more business days to receive the check. As I expected, they did not send me a check.I would like for you to reopen this case. [redacted]###-###-####
[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

[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 as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: my computer was 100 percent damaged by this incident and there was a stream of water running onto the bathroom counter. When I arrived home water was dripping off of my laptop. I took it apart and let it dry for several days before attempting to turn it on. It does not work to this day and I would gladly hand it over to verify this was the cause of it being broken. I took a couple pictures of the water but the photos do not show the extent of water that was present in the apartment. As far as the mold goes it was in the hallway closet and the removal crew failed to dry this closet. I did not discover the mold until I was packing my things. Regards,
[redacted]

Please send the computer to Price Brothers Management [redacted] Overland Park, KS  66213  Attention: [redacted] and we will have your computer checked for damage.  If we find that it was damaged from water we will contact you.Thank you.

[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.]
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.
Regards,
[redacted]Revdex.com Note:  [redacted] called consumer and verbally accepted her response that she is satisfied with the outcome and would like the refund check mailed to her.

[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 as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: This is highly upsetting of the gross negligence and mistake on this company’s part please forward proof of pet damages including top carpet, padding and concrete to be corrected in a brand new apartment that has to settle.  In the meantime I will be preparing for legal mediation.
Regards,
[redacted]

I am rejecting this response because:Re: ID#[redacted] - Octavio's PaintingTo address letter dated 1/8/2018I asked Octavio Painting which was better to have house stuccoed first or painted first he said it didn't make any difference. There were two other people who say the paint on the garage above the door it was 2 long paint brush strokes over garage door. I called Ana about it and asked someone to come out and look at it no one did, called her back she said "she believed me so I called stucco person to see if he could just stucco over paint marks he said no the front of garage needed to be stuccoed over so he did. I asked Octavio to pay 200.00 for the stucco they wrote a check for 225.00. I called Anna to tell her so over paid she said it was for stucco I explained how nice of her to pay for Pete's stucco. Then Octavio came out to check problem with fireplace door it was stuccoed over. I never asked him to take off stucco I didn't know exactly where door was now except toward bottom of fireplace showed him the one in back he charged me for paint fireplace door in front but didn't paint it that was the money I asked for back. All my gates were painted shut I didn't asked him to do anything above that I took care of them, back patio door jam not sanded took care of that. I told Anna there was some items left off of quote she said don't worry we will take care of every thing. I called set up appointment to have garage looked at before stucco they did not show up. I go to work at 9:00 am Mon-Wed-Fri, 8 am Tues-Thur try to set up 9:00 am appointment take care of terminal ill people write every appointment in day calendar. I did not forget appointment she did. Octavio was running late for appointment another time he didn't call I did she said he would be late. I told her I could not wait. They show up another time without calling or setting up time. I was in Palacitas working. I told Anna I would have my next door neighbor come over and open garage she said they couldn't wait. All I'm asked for is the 87.50 + tax for the fireplace door, that he did not do the painting on.
Thanks,
[redacted]

We are disheartened to hear when a resident of ours is dissatisfied.  We have done some research on the issues listed in the complaint and will be addressing them below: The property sat next to a vacant lot which likely was attractive to bugs.  Then, construction started which...

typically will stir up whatever bugs were living there.  We do show in our pest control records that around the resident’s garage was sprayed several times between June and December 2016.  We keep in communication with our pest control provider and do what we can to assist.  We will continue to keep the exterior of the garage on rotation with the pest control provider and we can certainly spray inside the apartment home.  They provide a weekly service and if that is the frequency the resident would like we can accommodate it as long as the request is submitted to the management office. We do acknowledge the resident has complained of noise from her upstairs neighbor.  When the complaints have been received, the property manager has contacted the upstairs neighbor and they state they aren’t doing anything other than living.  Since the complaints are coming in during the time we are not at the office, we suggested contacting the courtesy officer when the noise occurs.  The courtesy officer would be able to hear the noise, address the issue as the noise is occurring, and he will be able to pinpoint what the resident is actually doing. By the courtesy patrol officer being contacted, we will have documentation from someone other than the residents regarding the noise and will avoid a “he said/she said” scenario with solid backup documentation.  From what we understand, the resident who was making the complaint let the property management team know that it wasn’t her job to help us resolve the issue by contacting the courtesy officer for assistance.  We will be sure the management team knows not to suggest confronting neighbors themselves in the future as we would prefer the complaints be handled by the management team.  When noises occur after our quiet hours of 10:00 pm – 7:00 am, truly the best way to address the issue immediately is to contact the courtesy patrol officer so he may respond to the complaint and address it. By doing so, we feel we will be able to come to a resolution faster.  We have not heard until this complaint that the upstairs neighbor is “harassing” the resident so again by having that backup documentation of the findings, we feel this will help.  We do not have on record that a service request was submitted on January 7 for the heating/air system.  However, when it was brought to our attention with the Revdex.com complaint, a work order was created on 2/24/17 and the system was checked and found to be working in good order.  The electrical outlets were also found to be working in the island so if there is still an issue, please contact the office. It is never our intent for a resident to be dissatisfied with us but rather to resolve issues that have come to our attention.  With the help of the resident contacting us during business hours if the noise is excessive or contacting the courtesy officer after business hours when the noise is occurring, we feel we can remedy this situation and increase the living experience for them. If pest control is still an issue, please contact the office to be placed on the extermination list.  If ever there is anything you need assistance with, please don’t hesitate to contact the office.  We are here to help our residents resolve issues they may be having.  Our property manager will help follow up with any issues that you have. Although we will not be reducing the monthly rent, we are willing to allow the resident to vacate one month earlier, which would be 4/30/17.

The company we use to clean the carpets completes an evaluation of the carpet and notifies us of any damages. If there are damages, they let us know if they can treat them or if they recommend replacing the carpet.  Recommending replacement is not to their advantage as they would rather...

shampoo the carpets for us.  However, when they inspected your previous apartment, they did find pet damage and recommended replacement.    We realize there was never a pet listed on the lease agreement. This resident was the very first resident and only resident to live in that particular apartment.  Perhaps there was a visiting pet at some point that could have caused the damage.  Since there is no other resident that has lived in this apartment home, there is no other source for the pet damage and the charges are valid.

Concern was reported on 8/31/2017 at 9:25 AM. The Superintendent of Maintenance viewed the apartment on 8/31/2017 and he believed only the HVAC and ducts needed to be cleaned however, it was decided to have the air quality tested in the apartment due to the residents’ concerns. Apartment was...

scheduled to be tested on 9/1/2017 at 2:30 PM however, the company was early and completed the testing earlier in the day. Due to the Labor Day holiday, the results were not received until 9/6/2017 at 4:02 PM.  Results confirmed no cause for concern. HVAC system was cleaned yesterday (9/7/2017) and air duct cleaning is scheduled for today (9/8/2017).  Air quality results have been provided to resident via email.

The cleaning company did break a water line in the kitchen of the unit above the customer complaining.  Both units were addressed immediately same day.  The customer's computer was not near the water that came into his apartment.  He described it as being on the bathroom sink. ...

No water from upstairs fell onto the bathroom sink. A third party professional company arrived within 30 minutes to inspect and repair.  The third party company specializes in mold remediation and stated there was no mold in the apartment.  No mold was reported by the customer and no mold was seen by the apartment management staff.  The cleaning company was given the information regarding the customers computer.  As of today the cleaning company reported due to the location of the computer they did not feel it was malfunctioning due to anything that happened as a result of the water leak. Thank you.

[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.]
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.
Regards,
[redacted]

[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.]
Revdex.com:
What appeared to be black mold was Cladosporium. Exposure to this mold has health effects and an appearance very similar to that of black mold but less severe. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Response to Revdex.com Sept 2016.docx.Last Modified:  Sept. 8, 2016It is amazing how Octavio’s Painting has created answers without any truth to them. I was never offered nor given even an invoice with a stamp ‘paid in full’.  I never got anything resembling a receipt; even an invoice with ‘paid in full’ on it. I have repeatedly asked for some form of receipt, but have never been one. In spite of what Octavio’s Painting says, they   did in fact paint some of the fascia. In addition the gutter installation was delayed as one cannot install gutters when waiting for repair work  to be done both to the fascia and  soffit. They were aware of this all along.  The exterior paint job had to be finished  so I could have the gutters installed. It is monsoon season, it rains a lot.  I hired another company to apply a second coat of paint and do the repairs so I could then have the gutters installed.   I  never told any ‘crew’ to leave if they did not do the repairs  as I wanted. This was decided by Octavio and by Cristian [redacted] when Cristian [redacted] called Octavio on his phone and they were told to leave.  In fact, I was surprised that they were leaving with no attempt to get the repair work done.  Octavio’s Painting did not do any of the repairs including repair of the damage that Octavio did.  Even per the initial proposal they were to fill in holes  and cracks but Octavio’s painting did not do that. (I am not referring  to  the spaces between boards but actual cracks in the boards. See the initial proposal that clearly says to repair holes and cracks).Octavio Sr.  damaged  the garage door and this also had to be repaired by another company.  I showed this to Cristian [redacted] prior to my having it repaired.  He said it would be repaired. It was not done.There was also a hole in the wood that needed to be filled in. Cristian [redacted] said they would repair it. However,    Octavio  just painted over it. The company I had do the repair work  cut out the area  which was decayed and filled it in with the a material made for that  and  only then  painted over it. This company also fixed the damage that was done to the garage door by Octavio’s knife. They also fixed some other damages, and filled in some cracks.  I never said the crew had to completely cover the stucco. In fact, Octavio never came to see what needed to be repaired, but sent Cristian [redacted] and a helper.  The response  that Octavio’s Painting made to the Revdex.com says the crew  began touched ups. However, they never began touch ups at all nor did they do any repair work. They just left after Cristian [redacted] called and spoke to Octavio on the phone. They walked away. In addition, no one ever suggested to me  that Sherwin Williams should measure the depth of the paint job. This appears to be in the imagination of Octavio’s Painting. I have since had another company examine the paint job that was done and the repairs that had to be done. I was told that  only one coat had been applied and the paint job was very thin. They repaired  the work that Octavio’s did and the damage Octavio’s Painting did. I paid this other company for the repair work and am  satisfied.Prior to painting the exterior trim on my house I showed Cristian [redacted] the Sales person what had to be painted and he sent me the proposal (it was missing some items.  I told Cristian  and he assured me it would be done).  However, to my surprise, I had to go around the house more times showing new people who showed up what had to be done as they did not know and asked me to show them.  In the end, the day of the painting, Octavio Sr. the owner came to paint. I had never even met him before he arrived and I also had to show him what needed done as he did not know.  In fact, when he arrived,  I asked him who he was as I had never met him before.  Walking around the house was difficult for me to do as I have significant back problems. Therefore, Instead  of going over what needed to be done once, I did that four times. There appears to be no communication between and among them. Although I was told there is a warranty of two years, I have nothing that indicates the warranty. This is a receipt for  repair and painting of my exterior trim by [redacted] that I had done on Sept. 3, 2016 after Octavio's Painting painted on July 8, 2016.  I could not wait any longer for the repairs and painting to be done as I needed to have Gutters installed as we are having monsoon rains now and need the gutters.  My proposal for resolution is to refund the money I paid to Octavio's Painting as they did not do what they had said they would do and created some damages in addition to the painting. I paid them $937.89 on July 8, 2016, the day Octavio Sr. painted with Check No. [redacted]. I have also spent many hours since Octavio's did the painting on trying to resolve the problem and then filing a complaint. Revdex.com Complaint No. [redacted] Thank you, [redacted]###-###-####
[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]