Procision Painting & Finishing

I received your letter regarding a complaint registered against us from [redacted], who was a previous customer of ours. We performed and completed work for him on 10/22/2012. Our written warranty explicitly states that the work is good for a period of two years starting on the date that the work...

is completed. It also indicates that it doesn’t cover substrate issues that cause the paint to peel. Over the next two years from when the work was completed, Mr. [redacted] experienced minor peeling issues with his home. Technically we were under no obligation to repair these items because the peeling was due to a problem common with cedar siding called ‘wood delamination’, which is a substrate issue. It manifests itself by having wood fiber on the back of the paint chips. This means that the top layer of cedar is pulling away and separating from the underlying cedar taking the paint with it. In the original walk around with Mr. [redacted] I even mentioned that the peeling he was having at the time was due to this problem and more than likely would continue. Regardless, I still provided a quote and we performed the work. When these peeling issues popped up over the next two years, we very expeditiously got out to his house and remedied the areas that were peeling, even though contractually we weren’t obligated to address them due to them being substrate related. Mr. [redacted] never contacted me on May 6, 2014. I’ve provided copies of our email thread below that started on May 7, 2015. You’ll notice that Mr. [redacted] acknowledges that the warranty period has expired. We will NOT be performing these repairs for Mr. [redacted] free of charge as he contacted us well after the warranty had expired. We believe it would be in his best interest to find a different painting company to resolve this matter for him. If you have any questions, please don’t hesitate to call me at ###-###-#### or email me at[redacted]. Thank you in advance for giving us an opportunity to explain what happened with this customer.Sincerely,Dave D[redacted]ProCision Painting & Finishing LLCDave, The fact you are unwilling to do anything says a lot about you as a business owner and your concept of customer satisfaction.  Why would I want to hire Procision again? While, I can’t force you to correct the problem, I can make people aware of my experience with Procision - friends, neighbors, business associates and the Revdex.com. [redacted]   From: [redacted] [mailto:[email protected]...⇄ May 09, 2015 2:51 PMTo: [redacted]Subject: RE: Peeling [redacted], The work was done properly. We scraped and primed in accordance with the contract. I can't look in a crystal ball and predict that an area that isn't peeling today, will peel next year. The areas that were peeling at the time were addressed. Beyond that I'm not sure what you would have liked for us to do. Sorry we are at an impasse, but I stand by the work we did. You should honestly consider re-siding with hardy plank or LP if you don't want to revisit painting so frequently. Call Dan T[redacted] from Sherwin Williams. He is our paint rep. His number is ###-###-####. He will tell you the same thing...your cedar is failing (delamination). -Dave-------- Original Message --------Subject: RE: PeelingFrom: "[redacted]" <[redacted]>Date: Sat, May 09, 2015 12:06 pmTo: <[redacted]>Dave, Any reputable company will stand behind their work, beyond the warranty, if the work was not done properly.  If the wood was prepped as specified in the contract the paint should not be peeling now. You had already identified the problem before seeing it. Obviously, you had no intention of taking any responsibility for this as soon as you got the message on Wednesday.  I’m not going to pay you twice for a job that should have been done right the first time.  [redacted]   From: [redacted] [mailto:[email protected]] ...⇄ May 08, 2015 2:20 PMTo: [redacted]Subject: RE: Peeling [redacted] I will swing out in the next week or so and take a look, but I am standing firm on the warranty. It will not get resolved without payment. -Dave-------- Original Message --------Subject: RE: PeelingFrom: "[redacted]" <[redacted]>Date: Fri, May 08, 2015 10:02 amTo: <[redacted]>Dave, I don’t recall anyone from Procision re-painting the front of the garage. If there was an issue with the siding why didn’t you tell me that when you quoted the job? You didn’t tell me I should expect the paint to peel in two or three years.  It’s obvious the siding was not scraped and primed properly as specifically stated in the contract.  It’s a question of workmanship and whether you will stand behind it. Also, how can you comment on what’s taking place right now without seeing it? I think it’s in both of our best interest to find a way to resolve this issue.   [redacted] From: [redacted] [mailto:[email protected]] Sent: Fr...⇄ May 08, 2015 10:52 AMTo: [redacted]Subject: RE: Peeling Hi [redacted], Unfortunately there isn't anything we can do under the parameters of the warranty...so we would have to charge you for that work. The reason you're having peeling has nothing to do with how the house was prepped originally. Your cedar has a condition called 'delamination', which means the top layer of cedar is pulling away and taking the paint with it. If you check the back of your paint chips, you will see wood fiber, which is the telltale sign of delamination. Technically our warranty excludes substrate failures (delamination), but we did honor it with you in the past because the warranty hadn't expired and we were living up to our end of giving good customer service. And while Sherwin Williams does offer an 8-year warranty on Woodscapes, their warranty is null and void when delamination is present. I'm a little suspect that your house held up for eight years the last time it was painted. It was peeling in sheets when I quoted it...that doesn't happen over night. That probably took 2-3 years to happen, so in all likelihood you may have gotten 4-5 before peeling manifested. But I do understand the frustration. Unless you sand everything back or re-side, your window will get shorter and shorter everytime you paint. The added weight from additional coatings actually pulls on that compromised cedar, hence putting more strain on it and causing it to pull away. If you're interested in having me quote this out for you, please let me know. Thanks. -Dave-------- Original Message --------Subject: RE: PeelingFrom: "[redacted]" <[redacted]>Date: Fri, May 08, 2015 7:29 amTo: <[redacted]>Dave, I’m aware that the warranty expired in October of 2014.  I’m very disappointed and really expect your company to stand behind the quality of the work. The warranty expired only a little over six months ago and most of that time was over the winter months.  The paint has an eight year warranty. The last time I had the house painted it lasted almost eight years. I don’t think it is unreasonable for me to ask you to correct the issue. The paint is here.  How you going to treat your customers? [redacted] From: [redacted] [mailto:[email protected]] S...⇄ May 07, 2015 9:07 PMTo: [redacted]Subject: Peeling [redacted], I got your message about some peeling on the garage. Your warranty expired last year so we would have to charge for that. How did you want to proceed? -Dave

[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 below is my response. The owner is correct, I mistakenly said I contacted him on May 6, 2014 when it was May 6, 2015.I didn't expect the owners to do the right thing and change their point of view.  Instead, the purpose of contacting the Revdex.com was to let people know how the owners treated one of their customers and to inform potential customers of the quality and service they may expect.  At this point it's all I can do, but I don't want this shown as a resolved complaint on the Revdex.com web site. I would like people to see that I had a negative, unresolved experience with this business.As a side note, I use the Revdex.com to check all contractors before hiring them. If this type of issue doesn't show up when researching a contractor, the Revdex.com won't be providing an accurate picture.   
Regards,
 
[redacted]

The communication between company and customer is non existent. Because of this, damage was done to items on the house, downspouts, trellis, plants, etc, This could have been avoided if someone would have indicated when they were going to start the job. Also, after replacing cedar siding on the house, the siding does not match the existing siding. When contacting the company to try and resolve these issues, nothing was done.

Review: ProCision Painting was hired to power wash, scrape, prime, caulk and stain my home and garage. The work was completed in October, 2012. On May 6, 2015, I left a message for the owner to call me about stain that was peeling in some areas on the front of the garage. The owner responded by sending an email that read, “I got your message about some peeling on the garage. Your warranty expired last year so we would have to charge for that. How did you want to proceed?” ProCision’s two-year warranty expired a little over six months ago. A quality job should last more than 2.5 years. The stain has an eight-year warranty.

After asking the owner in a second email to stand behind his work, the owner repeated that the warranty had expired and then said the problem was with the wood siding. He made that determination without even coming to the house to see it. In addition, he didn’t say there was a problem with the siding when he bid the job. There was no mention that there was a problem with the siding that would cause the stain to peel prematurely. I believe if the siding would have been prepped as called for in the contract there would be no problem.

To date and after several requests, the owner has only offered to give me a quote to correct the problem at my cost. Why would anyone want to pay twice for work that should been done right the first time?Desired Settlement: I would like the business to properly prep the front of the garage and repaint it.

Business

Response:

I received your letter regarding a complaint registered against us from [redacted], who was a previous customer of ours. We performed and completed work for him on 10/22/2012. Our written warranty explicitly states that the work is good for a period of two years starting on the date that the work is completed. It also indicates that it doesn’t cover substrate issues that cause the paint to peel.

Review: Earlier this year we had extensive work that was done by Procision Painting. They were to come back and fill some of the woodpecker holes that we missed upon our final inspection. [redacted] and [redacted] were promptly made aware of this, we were told they would come out and resolve the issue. We wanted an estimate for other work to be done by Procision regardless of this problem, but after seven phone calls, two of them being to [redacted]'s cell phone, two emails that we sent, and one no show appt. ,we are needless to say not happy customers. The woodpecker holes that were in our contract {that were to be fixed by Procision} were recently taken care of by another contractor, which cost us an additional $80.00. It would be nice if we would at least be reimbursed this amount.

Thank you for looking into this situation,

Business

Response:

To Whom It Concerns:

We were at this customer's house on several occasions after the primary work had been completed, and the woodpecker hole issue was never brought up. It was in the contract for us to fill the holes, and to my understanding that work was completed. It's kind of strange that they are just now mentioning this, six months after the work was completed. The customer lives in a wooded lot, so it is entirely possible that these are new holes they are seeing. If the customer is willing to forward an invoice and proof of payment, we will reimburse them the $80.00. If you have any questions, please email or call me at ###-###-####. Thank you.

-[redacted]

ProCision Painting & Finishing LLC