Professional Home Repairs

Response to the statements by the Professional Home Repairs regarding customer complaint.Additional detail information in original complaint and attachments.I have lived in this condo since I have the wrought iron doors/windows refinished, treating rust and applying new paint every 7-years to preserve the metalThe painter requested that I purchase the products that would be usedI had emphasized to him the type of prep work that was involved before he agreed to do the job The work was completed June 16-17, 2017.As stated in his response, he did bring a drop cloth but unfortunately, he dripped [redacted] rust treatment on the floor hallway and scarred the bottom of the one window frame.He denies painting over the screws and screen clipsOn August 12, I asked him to remove them as they were stuck/frozen in the paintHe told me to get a Philips screwdriver and do it myself.The invoice was mailed not presented to me and paid by mail when received.The kitchen window turned out goodI was not present for the prep work on the remaining three areas which were deteriorating each daySee detailed information and issues regarding outcome, payment and signed agreement for the redo work to be done in the original complaint documents.The photographs of the deterioration of the paint job were taken with an Apple iPhone and automatically date stamped July -& and August 12- As noted one group of the photographs was taken on August 12, the same day he returned to redo the paintI definitely was NOT EXCITED about this workHorrified is a better description.On August he was at my home about minutes telling me what he wasn't going to doPaint untouched because he stated he was not going to do the manufacturer’s recommended corrective process in the agreement he signed prior to my paying him in full(See attached document in complaint) He wanted to do light sanding and apply paintHe refused to do the work as agreed in the signed agreementHe told me he was done with this job and leftI did not ask him to leaveSee detail information in original complaintAfter almost months and due to the deterioration of the paint and getting no resolution/communication from Professional Home Repairs, I hired a company to remove and redo the failed paint jobWork was completed October 7, 2017.Customer request to resolve the complaint:The customer wants to be reimbursed $for the cost of removing the deteriorating paint and redo of the projectI am not requesting ancillary expenses of window, screen and hallway cleaning

December 11,2017Revdex.com of Hawaii,IncAttn: [redacted] ***Bishop Street, Suite 615Honolulu,HI 96813Dear Ms***:I received your letter dated November 28.I wanted to restate that I had gone to the customer's home on August to remedy the paint jobI explained that I would be lightly sanding·the paint in the areas she had complained aboutShe got very excited and demanded that I remove all of the paint down to the bare metal from all of the wrought iron gatesI defended myself by stating I was not going to remove paint down to bare metalI do not argue with customersI was thereto remedy the painted areas that she was dissatisfied withI explained that I was going to do the job by lightly sanding the surface and then I would be applying new paintWhen the customer would not agree to allow me to remedy the paint finish using my methods she asked me to leave so I left.It appears from what I have read on Google that this [redacted] product has a very sketchy performance record [redacted] Please note that I have included copies of a few items that I researched so you can see for yourself that this product has usage issuesHumidity has a huge impact on the drying time (curing time) as well as the paint applied after [redacted] brand paint products particularly do not seem to cooperate with [redacted] prepared surfaces.I'm not going to spend time doing the wrong application process again for the customer.Fully lnsuredYou asked why I was not going to do the job over again according to the description of the job referencing the letter that I signedI signed the letter because the customer insisted that she would not pay me unless I signed that letter to do the job again her wayDoing the same thing over again and expecting different results is not the way to resolve the paint problem.I repeat, that I am still willing to return to the customer's condo to repair the paint job on the wrought iron gatesThe customer will need to remove the screens from the gates and window area before I begin the workI will lightly sand and paint the gates using the method that has worked for me for over yearsI will not refund the customer's money.How would the customer like to proceed?Professional Home Repairs

I received the most recent offer from Professional Home Repairs to resolve this complaint. See below, as stated on November 11, and December 23, in response to the business. There is no need for the Professional Home Repairs to return to my residence. After almost months and due to the deterioration of the paint and getting no resolution/communication from Professional Home Repairs, I hired a company to remove and redo the failed paint job. Work was completed October 7, 2017.The customer requests to be reimbursed $for the cost of removing the deteriorating paint and redo of the projectAt this time and in this forum, I am not requesting ancillary expenses of window, screen and hallway cleaning. Sincerely,*** ***

Response to the statements by the Professional Home Repairs regarding customer complaint.Additional detail information in original complaint and attachments.I have lived in this condo since 1984. I have the wrought
iron doors/windows refinished, treating rust and applying new paint every 7-10 years to preserve the metal. The painter requested that I purchase the products that would be used. I had emphasized to him the type of prep work that was involved before he agreed to do the job.  The work was completed June 16-17, 2017.As stated in his response, he did bring a drop cloth but unfortunately, he dripped [redacted] rust treatment on the floor hallway and scarred the
bottom of the one window frame.He denies painting over the screws and screen clips. On August 12, I asked him to remove them as they were stuck/frozen in the paint. He told me to get a Philips screwdriver and do it myself.The invoice was mailed not presented to me and paid by mail when received.The kitchen window turned out good. I was not present for the prep work on the remaining three areas which were deteriorating each day. See detailed information and issues regarding outcome, payment and signed agreement for the redo work to be done in the original complaint documents.The photographs of the deterioration of the paint job were taken with an Apple iPhone and automatically date stamped July 12 -13 & 31 and August 12- 15. As noted one group of the photographs was taken on August 12, the same day he returned to redo the paint. I definitely was NOT EXCITED about this work. Horrified is a better description.On August 12 he was at my home about 10 minutes telling me what he wasn't going to do. Paint untouched because he stated he was not going to do the manufacturer’s recommended corrective process
in the agreement he signed
prior to my paying him in full. (See attached document in complaint) He wanted to do light sanding and apply paint. He refused to do the work as agreed in the signed agreement. He told
me he was done with this job and left. I did  not ask him to leave. See detail information in original complaint. After almost 4 months and due to the deterioration of the paint and getting no resolution/communication from Professional Home Repairs, I hired a company to remove and redo the failed paint job. Work was completed October 7, 2017.Customer request to resolve the complaint:The
customer wants to be reimbursed $700.00 for the cost of removing the deteriorating paint and redo of the project. I am not requesting ancillary expenses of window, screen and hallway cleaning.

November 6, 2017Better BusinessBureau of Hawaii,Inc. Attn: [redacted]1132 Bishop Street,Suite 615Honolulu, HI 96813Dear Ms. [redacted]:Thank you for your letters dated October 18 and November 2. This customer complaint has really taken me by surprise. The photo copies provided with the complaint letter...

do not even look like the job that I completed.I have reviewed my records of the work I performed at the customer's condo. First, let me say that I did not see the reason the customer wanted the painting work to be performed on the wrought iron gates and window gate. It was obvious to me that work had been performed by others on the wrought iron before me. I explained to the customer that I have painted wrought iron with very good results. The customer insisted that I use the products she had purchased and the step by step application she described. Since the 'customer is always right' I moved ahead to perform the job as she specified.Before I started any work I lay down a drop cloth to protect the area around the paint project. The preparation of the surface on the wrought iron gates and the application of the new paint was monitored and supervised by the customer. The customer was very pleased when the paint job was completed and I presented the customer with my invoice for the work:$863.87. She included a generous tip and she paid me with a personal check for $900.00. A few days later I received a phone call from her stating she had stopped payment on the check. I questioned her why she did this since she seemed so pleased with the paint job. We agreed that I would come over to inspect the paint job on July 7 to see why she had been so disappointed with my work.P.O.Box 25032 • Honolulu, HI 96825-0032• 808-396-1697I went to the customer's condo to inspect the paint job on the wrought iron gates. I did not see the conditions she described in her complaint letter. I did notice one area where a white residue had appeared on the dried paint finish. Since my work schedule was so full we agreed that I would return on my first available date, August 12 to remedy the paint job. I do not understand the customer's lengthy explanation of my initial check payment, her reasons
for the stopped payment of that check and then subsequently the new check payment. By the way, I do not paint over screws,screen clips or nails; especially for removable screens and items that require regular maintenance.Before I returned to repair the paint job the customer called me at least two times to discuss at length the upcoming paint job. I arrived on Saturday, August 12 prepared to remedy the paint job the customer insisted was inferior. I explained that I would be lightly sanding the paint in the areas she had complained about.She got very excited and demanded that I remove all of the paint down to the bare metal from all of the wrought iron gates. I defended
myself by stating I was not going to remove paint down to bare metal. I do not argue with customers. I was there to remedy the painted areas that she was dissatisfied with. I explained that I was going to do the job by lightly sanding the surface and then I would be applying new paint. When she would not agree to allow me to remedy the paint finish using my methods she asked me to leave. There was no way to continue the conversation in a civil manner.It appears from what is stated in the customer's letter that she has been interviewing other contractors to do the work on the wrought iron gates and window gate.The copies of the
photos you have received DO NOT correctly represent the condition of what I saw on the wrought iron. What recommendations are you suggesting to end this dispute? I am willing to return to the customer's condo to repair the paint job on the wrought
iron gates. The customer will need to remove the screens from the gates and window area before I begin the work. I will lightly sand and paint the gates using the method that has worked for me over 25 years.How would the customer like to proceed?Sincerely, Jeffrey J[redacted]

December 11,2017Revdex.com of Hawaii,Inc. Attn: [redacted]1132 Bishop Street, Suite 615Honolulu,HI 96813Dear Ms. [redacted]:I received your letter dated November 28.I wanted to restate that I had gone to the customer's home on August 12 to remedy the paint job. I explained that I would be lightly sanding·the paint in the areas she had complained about. She got very excited and demanded that I remove all of the paint down to the bare metal from all of the wrought iron gates. I defended myself by stating I was not going to remove paint down to bare metal. I do not argue with customers. I was thereto remedy the painted areas that she was dissatisfied with. I explained that I was going to do the job by lightly sanding the surface and then I would be applying new paint. When the customer would not agree to allow me to remedy the paint finish using my methods she asked me to leave so I left.It appears from what I have read on Google that this [redacted] product has a very sketchy performance record. ** Please note that I have included copies of a few items that I researched so you can see for yourself that this product has usage issues. Humidity has a huge impact on the drying time (curing time) as well as the paint applied after. [redacted] brand paint products particularly do not seem to cooperate with [redacted] prepared surfaces.I'm not going to spend time doing the wrong application process again for the customer.Fully lnsuredYou asked why I was not going to do the job over again according to the description of the job referencing the letter that I signed. I signed the letter because the customer insisted that she would not pay me unless I signed that letter to do the job again her way. Doing the same thing over again and
expecting different results is not the way to resolve the paint problem.I repeat, that I am still willing to return to the customer's condo to repair the paint job on the wrought iron gates. The customer will need to remove the screens from the gates and window area before I begin the work. I will lightly sand and paint the gates using the method that has worked for me for over 25 years. I will not refund the customer's money.How would the customer like to proceed?Professional Home Repairs