ReTouch Real Estate Enhancement Group, LLC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:This is my final comment on this matterI stand by my complaint and nothing within the company’s response changes thisTo clear up a few things, I’ll copy/paste below (company’s responses are numbered):Regarding this particular project, I met with the client to review the completed work, and created a checklist of items with her as well as what I was going to do to solve the issuesShe agreed to the checklist and felt the resolution would meet her level of satisfaction I purchased extra paint, applied to extra coats and conducted a detailed cleaning effortI found the remaining needle drops of paint being complained about were actually underneath the hardwood floor finishWhich indicates the paint was on the floor before we began the work, when the last floor finish was applied.While there were certainly conversations held re: an appropriate resolution, I knew, and I’m certain you did as well, that applying 2-3(?) coats of additional straight paint over and around the (altered) paint the original painter applied over an UNPREPARED, UNCLEANED surface was not ever going to be a satisfactory resolution.Your statement that “the remaining needle drops of paint being complained about were actually underneath the hardwood floor finish.” is UNTRUEOur floors are not in new condition but I pointed out any existing paint on the floors (a few smears along walls mostly) early onEven if there were some drops, somewhere, under the floor’s finish that I didn’t know about, the VAST majority of paint on the floor following the work, the black paint spots and smears on the bathroom floor tile/grout and on furniture (including on our dining table, the top of which had JUST been touched up) happened because THE ORIGINAL PAINTER DID NOT COVER FLOORS AND FURNITURE BEFORE HE STARTED SLAPPING PAINT ON – again, PAINTING 101)I also had a professional cleaning service review the floor to see if anything else could be doneThey stated the level of detail requested by the client could only be achieved by sanding down the floors and refinishing them, due to the pre-existing paint drops.UNTRUEThere is no way to move beyond he said/she said on this point but this is NOT TRUEAfter spending an extra week of time and purchasing more materialsWe reviewed the work and she was still completely dissatisfied and gave no indication progress had been made on any of the items we originally discussed when I began the project.This I’ll agree withWe entered into this long-awaited project enthusiastically willing and ready to spend $4000+, using arguably the highest-quality paint, with a company we had high hopes forInstead what we got was a painter who did not give a st and who did not follow BASIC Painting standards from start to finishNo amount of “touch up” would, or will, change that factAt that point we gave the client two options First option: to pay 95% of the $2,remaining balance on the paint project and we would refinish the hardwood floors at no additional cost.??? This is simply UNTRUEThis offer, as written above, was NEVER put forthThe second option was to credit back the remaining 50% balance and close the project with the client, which she agreed to by emailI have found the email you must be referring to and it most certainly does not say that I “agreed” to thisThe company already had our percent deposit and so were really in the position of power as we made an attempt to “negotiate a resolution.”I am willing to continue to work with this client to resolve any further concerns when she is ready, although the project did not go as smoothly as it should have, doing the entire project for free does not seem very equitableThe only way to “resolve further concerns” is to start from the beginningEquitable? Again, I stand by my original statement (below) and don’t find it inequitable at all:A refund of $2025.77, the amount of our deposit to ReTouch before work beganWe've obtained estimates from a number of companies to have the work redone in a high-quality, professional manner, as ReTouch SHOULD have done in the first placeWe would like, and believe we are COMPLETELY reasonable in requesting, this refund in order to move forward with thisThere is NO reason we should pay twice for what should have been a single, straightforward jobFor more details about this project and everything I learned throughout this process, please give me a callMy cell number is ###-###-####For the entire years we’ve lived in our home, we’ve used the SAME companies/contractors exclusively for all improvements and maintenance (driveway, deck sealing, tree trimming, general carpentry, exterior painting, etc.) (I’ve always done the interior painting!) We have a close working relationship with EVERY individual/company, have recommended them to friends countless times and feel confident that they also find us utterly reasonable and value us highly as customersThis is the first and only time I’ve ever THOUGHT about filing a complaint to the Revdex.com.Regards, [redacted]

To the Revdex.com of Greater Kansas City,Serving as a remodeling consultant over the past four years for ReTouch Design-Build-Renovate, I strive to serve every client and project to best of my ability.Regarding this particular project, I met with the client to review the completed work, and created a...

checklist of items with her as well as what I was going to do to solve the issues. She agreed to the checklist and felt the resolution would meet her level of satisfaction.  I purchased extra paint, applied  2 to 3 extra coats and conducted a detailed cleaning effort. I found the remaining needle drops of paint being complained about were actually underneath the hardwood floor finish. Which indicates the paint was on the floor before we began the work, when the last floor finish was applied.I also had a professional cleaning service review the floor to see if anything else could be done. They stated the level of detail requested by the client could only be achieved by sanding down the floors and refinishing them, due to the  pre-existing paint drops.After spending an extra week of time and purchasing more materials. We reviewed the work and she was still completely dissatisfied and gave no indication progress had been made on any of the items we originally discussed when I began the project.At that point we gave the client two options.  First option: to pay 95% of the $2,104 remaining balance on the paint project and we would refinish the hardwood floors at no additional cost. The second option was to credit back the remaining 50% balance and close the project with the client, which she agreed to by email.  I am willing to continue to work with this client to resolve any further concerns when she is ready, although the project did not go as smoothly as it should have, doing the entire project for free does not seem very equitable.  For more details about this project and everything I learned throughout this process, please give me a call. My cell number is ###-###-####.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:This is my final comment on this matter. I stand by my complaint and nothing within the company’s response changes this. To clear up a few things, I’ll copy/paste below (company’s responses are numbered):1. Regarding this particular project, I met with the client to review the completed work, and created a checklist of items with her as well as what I was going to do to solve the issues. She agreed to the checklist and felt the resolution would meet her level of satisfaction.  I purchased extra paint, applied  2 to 3 extra coats and conducted a detailed cleaning effort. I found the remaining needle drops of paint being complained about were actually underneath the hardwood floor finish. Which indicates the paint was on the floor before we began the work, when the last floor finish was applied.While there were certainly conversations held re: an appropriate resolution, I knew, and I’m certain you did as well, that applying 2-3(?) coats of additional straight paint over and around the (altered) paint the original painter applied over an UNPREPARED, UNCLEANED surface was not ever going to be a satisfactory resolution.Your statement that “the remaining needle drops of paint being complained about were actually underneath the hardwood floor finish.” is UNTRUE. Our floors are not in new condition but I pointed out any existing paint on the floors (a few smears along walls mostly) early on. Even if there were some drops, somewhere, under the floor’s finish that I didn’t know about, the VAST majority of paint on the floor following the work, the black paint spots and smears on the bathroom floor tile/grout and on furniture (including on our dining table, the top of which had JUST been touched up) happened because THE ORIGINAL PAINTER DID NOT COVER FLOORS AND FURNITURE BEFORE HE STARTED SLAPPING PAINT ON – again, PAINTING 101). 2. I also had a professional cleaning service review the floor to see if anything else could be done. They stated the level of detail requested by the client could only be achieved by sanding down the floors and refinishing them, due to the  pre-existing paint drops.UNTRUE. There is no way to move beyond he said/she said on this point but this is NOT TRUE.3. After spending an extra week of time and purchasing more materials. We reviewed the work and she was still completely dissatisfied and gave no indication progress had been made on any of the items we originally discussed when I began the project.This I’ll agree with. We entered into this long-awaited project enthusiastically willing and ready to spend $4000+, using arguably the highest-quality paint, with a company we had high hopes for. Instead what we got was a painter who did not give a st and who did not follow BASIC Painting 101 standards from start to finish. No amount of “touch up” would, or will, change that fact.4. At that point we gave the client two options.  First option: to pay 95% of the $2,104 remaining balance on the paint project and we would refinish the hardwood floors at no additional cost.??? This is simply UNTRUE. This offer, as written above, was NEVER put forth.5. The second option was to credit back the remaining 50% balance and close the project with the client, which she agreed to by email. I have found the email you must be referring to and it most certainly does not say that I “agreed” to this. The company already had our 50 percent deposit and so were really in the position of power as we made an attempt to “negotiate a resolution.”6. I am willing to continue to work with this client to resolve any further concerns when she is ready, although the project did not go as smoothly as it should have, doing the entire project for free does not seem very equitable. The only way to “resolve further concerns” is to start from the beginning. Equitable? Again, I stand by my original statement (below) and don’t find it inequitable at all:A refund of $2025.77, the amount of our deposit to ReTouch before work began. We've obtained estimates from a number of companies to have the work redone in a high-quality, professional manner, as ReTouch SHOULD have done in the first place. We would like, and believe we are COMPLETELY reasonable in requesting, this refund in order to move forward with this. There is NO reason we should pay twice for what should have been a single, straightforward job.7. For more details about this project and everything I learned throughout this process, please give me a call. My cell number is ###-###-####. For the entire 22 years we’ve lived in our home, we’ve used the SAME companies/contractors exclusively for all improvements and maintenance (driveway, deck sealing, tree trimming, general carpentry, exterior painting, etc.) (I’ve always done the interior painting!) We have a close working relationship with EVERY individual/company, have recommended them to friends countless times and feel confident that they also find us utterly reasonable and value us highly as customers. This is the first and only time I’ve ever THOUGHT about filing a complaint to the Revdex.com.Regards,
[redacted]