Perfect-it Painting & Services

This letter is in response to the complaint dated March 17, I met with Mr*** on June 12, to inspect his project and provide him a painting proposal for various exterior items on his home, as well as a small interior drywall repairI provided him the proposal later that nightHe
contacted me a few days later and asked to put him on the schedule for the drywall repairMr *** then cancelled two days before the commencement of the drywall repairHe rebooked and cancelled a minimum of or more times in the next monthsHe contacted me again and asked if I could give him a price for painting his cabinetsAfter many cancellations, I was hesitant to bid any other jobs due to his indecisiveness, however, he is a Veteran, as am I, as well as my father whom owns the company, so I felt compassionate for him and I decided to meet with him again and go over the new items he wished to paintI provided the new proposal to himHe called the next day and asked for references (which I gave him, he called them all, and got excellent recommendations) He then accepted the proposal. Upon arrival with guys on the first day, my father Dan (The Owner), and my Operations Manager Nick were present when I handed Mr*** the satin color chart in which he picked his colorI wrote the color on the contract and Mr *** signed and initialed his color choiceAfter days of preparation, masking, sanding, and wiping with tack cloth, we applied the stain in the kitchenMy crew was approxhalf way stained when Mr *** returned home, he stated he did not like the color of the stainWe had to re sand and tack cloth the areas of the kitchen which had the new stain appliedWe did more stain samples, these times on just a door at a time until Mr *** picked another color that he likedMr *** mentions "White Washing" in his complaint more than onceNot one place in the contract does it say "White Washed"My company doesn't provide the artistic finishes such as "White Washed", "Faux finishes", "glazes", "Antiguing", etc. Our common practice with cleanliness and the masking of cabinets is we NEVER pull the masking materials until the job is completed fullyAll cabinet customers are advised, just as Mr *** was, that the cabinet areas are off limits for the approxdays until the job is completedAfter completion, we pull all masking items, then we thoroughly vacuum all areas surrounding to ensure of the removal of all dirt and dust from our jobAfter the job was completed, Mr *** was happy and paid us in fullA couple days later, Mr *** called and said he had a few minor touch ups he needed fixedNick took care of those issues a day or two laterMr *** seemed happy with our services as well as the quality of the workHe never contacted me to express his dissatisfaction with his projectIt was a total surprise when I received this complaint. We always strive to be the best at what we doIf we fall short, we try to make it right. We pay attention to details, we have been told on many occasions that our customer service is second to none, and we have integrityThese are qualities that get us top ratings on many different web sites, as well as thousands of extremely satisfied customers. I am sorry that Mr *** is dissatisfied with his projectI would do almost anything to get and keep a happy customerNot admitting any fault as we stand by our quality and workmanship, I would be happy to apply another coat of Polyurethane if Mr *** would like us to, or I can grant a $refund if he chooses to do the clear coat himself. Sincerely, *** ***
General ManagerPerfect It Painting & Services

I am very sorry that the customer has a negative feeling towards our company.  I would still like to offer the $500.00 to the customer as a gesture if he would accept it.

I am rejecting this response because:      "I am rejecting this response because: the offer of $500.00 from Perfect-it Painting  is less than the original disputed amount of $2,500 in damages requested  for the unmet quality in the work implied in my contract with "Perfect-It Painting Service" of  Sacramento, CA, i.e. work which was done between Feb 13th and Feb 20th, 2018 at my residence."

I am rejecting this response because the response further supports customer's original complaint that the paint service's  customer service  was not attentive to workmanship details regardless of the customer's decision choices of when the job was to begin, what color choices the customer made and when,  and  all the other irrelevant circumstances the principal outlined that are used as excuses for not having provided a professional quality service.   Again,  poor quality  was  observed  by 1)  incompletely sanded cabinets and cabinet doors, 2) splotched runny white paint that had to be sanded off because paint principals did not know how to apply the paint in the first place which resulted in a trial and error experiment which elongated the job , 3)haphazard masking practices were used which resulted in massive amounts of debris and paint dust all over the house left uncleaned,  4)  final gloss coat carelessly applied in a hurry  left "running" by paint principals without checking work, and,   5) not informed by paint service that the drape valance was bumped and possibly  knocked down  on the floor while customer was out of the house but did not realize  the damage until when the valance fell onto the floor the day after paint service left.  The effects of all of the quality omissions are still present throughout the house but customer will not allow any more rework to be done by Perfect-it Painting and Services . With only some instances observed,  this is a case in which rather than the  "customer always come first" , the  customer comes  last .  The painting service's offer may be a good gesture but does not go far enough to address the issues which cannot be addressed by rework.

[redacted] and his crew did an outstanding job for me. he came to my house ,listened to my needs regarding my fencing project and produced a bid and completed the job in the time quoted and had it installed in 7 hours. unbelievable quality of workmanship. they cleaned up after themselves and you would never have known they were here except for my beautiful fence installation all painted and pretty. thanks [redacted] and crew