Positive Strokes Painting and Wallpapering

We worked for these customers for several days in 2016 and painted a number of rooms in their home. The coffee was provided to us by the customers, and the exact timing of the coffee spill is unknown. In addition to the Positive Strokes employees, both customers were in and out of the room we were...

working in. When I saw the cup tipped over, I immediately asked my coworker to grab a towel from the closet to mop up ASAP. We continued painting and never thought twice about the spill as it was very minor. At the end of the day, I brought the towel home to launder it and returned it clean the next day. Not mentioning the incident was an oversight and absolutely not deliberate, especially since the spill was so minor. When the customer called and asked me about the spill, I offered to pay for a professional carpet cleaning service.  My offer was declined.   Yes, I did offer to do the small ceiling for $100.00, which is about 50% off my normal rate. Because I had the BEST [redacted] ceiling paint (a product I would and have chosen for my own home) leftover from a previous job, I offered it free of charge (a $55.00 value). I scraped the ceiling, oil-primed it, and painted with [redacted] Regal classic flat paint. I also advised the customers not to use the shower for a couple days to allow the paint to dry fully. I received a call back a few months later that the ceiling was peeling, and I went over immediately to address the issue. We discussed that the main reason for ceilings to peel is MOISTURE, usually a result of improper ventilation in the bathroom [redacted]. The customer agreed that they had probably not waited long enough after the first paint job. I did return to once again scrape the peeling paint, oil-prime, and repaint at no charge. This small bathroom was the only shower in the house, being used regularly by two people, and the only window was sealed with plastic. I'm quite sure this problem will continue to happen as long as they have moisture accumulating on the ceiling after showering. They need to address the underlying problem and correct the ventilation issue.___________________________

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
 I would like to take issue with the business's version of events.  The fact that we provided the coffee to them the day of the spill is irrelevant.  The implication that we were in and out of that room also is not accurate and also irrelevant.  If the implication is that we could have spilled it ourselves that is not accurate.  Our complaint is not that the spill was severe, but the fact that the business didn't feel that mentioning the fact that they spilled coffee on our new carpet AND took decorative towels out of our linen closet to mop it up and take those towels out of our home without mentioning it was concerning.  It is true that the business offered to have the carpet cleaned. This was not necessary.  With regards to the bathroom ceiling, it is not accurate that we admitted we didn't wait long enough before using the shower.  We refrained from using the shower for a full FIVE days after the ceiling was painted.  It is also not accurate that there was plastic on the windows.  Part of the job was for the business to paint the window trim in the bathroom.  We did not have plastic on the window.  The fact of the matter is, we have lived in this condo for 18 years and have NEVER had an issue with the ceiling or any other paint in the bathroom peeling until the business did it.  It is inappropriate for the business to imply that  both areas of concern are somehow the fault of the customer.  We will now have to incur the expense of having a different business repaint the ceiling properly so that this does not recur.  We continue to feel it is appropriate for the business to reimburse us for the portion of the job that did not turn out in a satisfactory manner. 
Regards,
[redacted]