Patriarch Painting, LLC

Let me first say that we have been in business since and have an excellent rating/history both with Thumbtack.com as well as other online VERIFIED rating companies. Of course, this means nothing to the concern of Mrand Mrs***. We do feel bad that they feel this way, but I
will explain here the attempts we made to fix these issues. I will address Mr***s complaint following his numbered order for clarity1) “Peeling paint…”: This was addressed when we first came to the home and spoke to Mrs***. We informed her that the previous paint job was done in a latex based paint and not a stain. Their home is cedar siding and it should have always been painted properly with a stain, and not a paint. Once it was painted with a latex based paint, we could not properly paint it with a stain because it would not penetrate the wood grain. The only options were to strip the wood (Very expensive and not an option chosen by the customer), or paint it again with the latex based paint. I instructed her that we would do our best to scrape the paint that was peeling, but the final coats of paint would only be as good as the previous paint as far as adhering to the wood grain of the siding. My crew of 3-men spent more than a day scraping various portions of the home to get to a leading edge of the paint that was not actively peeling at that time. At that point we primed the bare wood and two top coated everything. But as discussed, we cannot guarantee what the paint layer below our paint job does over time2) “Original color…”: We primed and two top-coated every portion of the home. The first time my crew came back (Which was not mentioned in the complaint). We did come back a couple times to address various issues they were unsatisfied with), we even added a coat on top of areas that were already two coated3) “Wrong paint color…”: The correct paint colors were used but it is true that our crew leader used a different paint line for the white. I will also say that Mrs*** changed the color options for soffit/fascia after the project started which did slow our progress and made it more expensive on our end, of which we did not charge her for the changes(I can show text messages of her change request) We see the paint line difference and the fact we changed the project after starting to paint it as a financial wash between the two4) “Paint ALL over…”: This was discussed and not to my standards from my crew and it was in the list of things to be accomplished when I sent the crew back (I have email I sent and has been referenced in the original complaint). Please note that the list that was mutually created at the walk through in the presence of Mrand Mrs***, myself, and my crew leader Victor… Mr*** asked us not to return and sent his final payment showing his agreement to end the contract without said cleanup/touchups to be done. I’ll discuss this later in more detail and attach my email and his response5) “Andy quoted us…”: I quoted a manufacturer’s warranty on the paint doing what the paint should do. As discussed earlier and in detail with Mrand Mrs***, the paint is only as good as what it is applied to. In areas that the previous paint job peels up in the future, we cannot be held responsible for it then pushing our paint layer up. The manufacturer’s warranty is through them. As for as me sending someone back to touch up, that was an option and offered at the walk through, but was denied by the customer ending our business relationship6) “Unwillingness to address…”: The idea that we were “unwilling” is unfortunately a lie. We had already sent Victor and his crew back numerous times during the paint project and after to address their concerns. During the walk through I needed for the list to be “all concerns” so that when I did send the crew back the next day, we addressed all concerns, so we could finally move on. I was 100% committed to doing this and spent about two hours with them and Victor talking things through and looking things over. During this time, I repeatedly said “Is there ANYTHING else so we make sure to address all issues?”. The list was finalized, and I even shook Mr***’s hand at the end of the conversation. After I made the list and emailed it to him for record and stated our plan to once and for all complete all concerns for all parties, he emailed me back and said not to return and at that time added even more concerns. If this was the case, they needed to be addressed during the walk through and we would have added them to the list. I cannot confirm anything that was addressed after my final time at the home because I did not see it and it was not brought up during that meeting. The only things brought up were on that list and emailed to them. Again, had they been on that list, I would have gladly taken care of them and the things that were on that list, I was 100% committed to fixing, but was told not to. As to the demand for the check to be mailed, yes, I did demand it upon completion of that list from the walk through. We had already spent numerous days going back and fixing things (some were valid concerns, and some were arguably not valid concerns), and by this point… both parties needed to finalize things and part ways once and for all. It was clearly apparent that Mrand Mrs*** were never going to be 100% satisfied. But even at that point I was willing to send the crew back, and as discussed, Mr*** denied that intention in writing7) “After trying to explain…”: I did say that I would not be communicating directly with them any further because at that point it was clear that they did not want me or my crew to return, and both parties needed to part ways. Mr*** sent a check at that time minus the $300, which I don’t feel the need to argue forIn my email (I will post below), I clearly stated that this would be the final return of the crew and reviewed the list created by all parties during the walk through. I reminded them that this was a list verbally agreed upon during the walk through and that we would expect payment after this final return (which would have been the third attempt at clearing their concerns, each time the list growing). Mr*** instructed my crew to NOT come back when we offered and said he mailed the check, which I received. Only now is he saying that he wants money back, which if that were the case, he should have never paid the amount. Paying the amount minus the $that he decided on, was a clear agreement to end the contract on his part and deny us the opportunity to finalize their concerns While I do feel bad that they are not satisfied with their paint job, I must reiterate that we attempted multiple times and were finally instructed NOT to return to fix the final listThis was his choice, and ended our business relationship ORIGINAL FINAL EMAIL FROM ME AND Mr***’s RESPONSE BELOW: MY EMAIL: SENT 8/29/As discussed and agreed upon verbally on 8/29/in the presence of Victor *** and Erin and Rado ***, this is the final touch up list for the contract written by Patriarch Painting LLC for *** *** *** *** *** Plymouth, MN and this project will be considered complete by Patriarch Painting LLC as written in the contractUpon completion of this list, payment in the amount of $3,120, plus paint purchased of $(receipts attached) for a total of $3,will be due at time of completion in the form of a check made out to Patriarch Painting LLC and given the same day to the senior member of the crew completing the list. Only the items on this list and in these photos will be completed and nothing will be added to the list after this email is sent, as discussed in person, this list is final and exhaustiveIf this list is not agreed upon via an email reply to this email stating "we accept the list and payment arrangements", no crew will be sent out and a final invoice will be delivered for signed delivery for payment demands and this list will be permanently voided and it will be documented as a refusal by the customer to allow us to complete the listThis acceptance/refusal of the below list/plan will expire at 8pm CST 8/30/ Paint on deck boards removed (see picture) Paint peel above one window on side of house removed and repainted (only the very thin siding piece right above top window frame in picture) 3. One siding board on chimney side in picture that is peeling, peeling paint removed and repainted4. Small peeling edge on bottom of one board (third board up on first picture), remove peeling and repaint5. Rear sliding glass door over paint on closing edge, remove small over paint on edge with solventWindow on right side of rear sliding glass door over paint on closing edge, remove small over paint on edge with solvent This is the verbally agreed upon list discussed in person, and will not be altered Please reply back to this email with the exact words "we accept the list and payment arrangements" and nothing moreThank youThis list agreement expires Wednesday 8/30/at 8pm CST Sincerely, Andy ***, Owner Patriarch Painting LLC HIS RESPONSE: RECEIVED 8/29/Thank you for coming out this evening with VictorThere were a number of issues discussed this evening that were not on your exhaustive listAlso, we have asked multiple times for things that were very clear on the "contract" to be addressed - paint on deck, etc(we also have paint on the sliding door and the iron furniture up front that was mentioned as well)From your reviews and our initial meeting, I guess we were expecting a bit moreIt's disappointing that we already have peeling paint right on the front of the house, as well as a handful other placesIt is becoming too much effort with all of the going back-and-forth and we feel like you perceive us to be asking too much, when we just want it to be rightVery disappointingWe will need the remainder of the white paint dropped off at some point as the white paint we requested to be color matched and used apparently was not used to so we have no idea what color white was put on the houseThe check will be in the mail, please let me know where you would like it sent Andy ***, Owner 612-254-www.PatriarchPainting.com

I understand again that the customers are frustrated and not satisfied 100%.  I do not think going over all the details again is constructive.  I will however simply state this.All of our concerns with the overall quality of the end result were definitely discussed in our first meeting and throughout the project.  I am sorry that they do not recall this, but it was discussed from the beginning.  We came back for touch ups and were willing to come back one more time. Unfortunately I began to see that they were never going to be 100% satisfied and when the customer told me to not have the crew come back after our walk-through, and he did remit payment (minus an amount he decided on and didn't discuss with me), at that point the contract was closed.  The list at the walk-through was exhaustive and any new items brought up after that were new to me and my crew.  We made it clear that the list we were creating was the final list.  That list was rejected and we were told not to come back and he would be paying us. (All of this was previously discussed).  My email stating that I would not communicate any longer was due to the fact that again, I saw that they were never going to be 100% satisfied.  They reflected this by paying minus the amount they decided on their own.  I did not argue this deduction as again, it was best to just walk away.I encourage anyone to review our overall reviews on websites like Thumbtack and our website to see that we are in fact a quality driven company and have a history of providing great customer service and satisfaction.  We have an award showing this commitment being a Thumbtack TOP Pro.  And these are verified customer reviews.Thank you for your time,Andy [redacted], OwnerPatriarch Painting LLC