Robert's New England Company - L.L.C.

We were hired by Mr*** to remove popcorn acoustic texture from two ceilingsAs a natter of course we covered the entire floor to protect against spillsAt this time we noticed that the floor was in terrible shapeThere were numerous stains, gougesworn and discolored areas but we
protected it anyway. Mr*** indicated that he new the floor was in need of refinishingUpon completion of the painting, which came out perfect, we removed the masking on the floor and discovered that the masking tape had pulled up a small portion of the finishI explained that we stand behind our work and arranged to have a professional floor finisher with over years of experience, assess the damagePlease see attached report After his inspection he informed me that the floor had been recoated improperly without being washed, or screened in preparation for the new finish and as a result there was an improper bond of the new material to the old floor which resulted in the tape peeling part of the second finishIn over years of business I have never had masking tape pull the finish off a polyurethane floor finish that was properly installedI also checked with the masking tape distributer and they have never had a complaint of that natureThey explained that the only problem with tape is adhesive transfer when the glue seperates from the tape and glue residue stays on the floorThe residue can easily be wiped up with denatured alcohol without disturbing the polyurethane finishMr*** explained that the floor need to be redone but that we should not be responsible for the whole floor being refinishedWe offered Mr*** $toward the price of refinishing the floorWhen we got the inspection report we realized that we were not at fault and the offer was withdrawnWe suggested that Mr*** should contact the people that refinished his floor improperly for any recompoence. Mr*** then filed his complaint demanding total coverage of a complete floor sanding and refinishingTo be clear, based on over years of experience, the floor finisher's report , and the report from the tape distributor, we do not accept any responsibility for damage to Mr*** improperly installed finish

Complaint: ***
I am rejecting this response because:
Mr*** description of the condition of my floor is an
exaggerationWhile the floor was not in the great shape, the fact of the
matter is that the tape he applied pulled up the finish of my floorIf Mr
*** had concerns about the condition of the floor before he started the job,
one would expect that his years of experience would tell him to use a tarp
, blue painters tape, like most painters use or not leave masking tape on the floor
for over one weekTo be clear, we did not have a conversation about the
condition of my floor before he started the job.
When I contacted Mr*** about the floor damage he was
adamant that he would fix or repair the damage he had done at no cost to me and mentioned that
he would go through his insurance company if neededMr*** suggested I have
his long time friend and business associate come to give an estimate on
refinishing, and we discussed a $credit that Mr*** would pay directly to
his friendBased on this conversation, I allowed his business associate into
my home and he did give me an estimateI suspect that Mr*** and his
associate had planned this outcome and I regret extending that level of trust
to both of themMr*** states that the painting job was perfectThis is
inaccurate; I would describe the finished product as good, with some
imperfectionsMr*** or a crew members had to return to my home on separate
occasions to do final touch upsOn the final visit he insisted on coming at a
time when neither me or my wife could be home and left without correcting
spots that my wife had pointed out to him the day before, and left marked with
a post it as he had instructedAdditionally, Mr*** verbally agreed to patch
and paint a soffit in my kitchen while he was doing the ceiling and he did not
do this, but left a post it note saying he did not do thisAfter the touch
ups visits we decided that the finished job was ‘good enough’ because we cannot
take more time off from work to have Mr*** return again.
As an aside, I would also like to mention some other
experiences with Mr*** which we overlooked at the time, but now seem like
indicators of the lack of professionalism we are seeing nowOne of Mr*** crew members drank water straight from my kitchen faucet (my wife asked that
this not be repeated)The next day, the extension hose that attached to that
faucet became detached and needed a quick repair (which we did ourselves)We
are a non smoking home; so clearly noticed the odor of cigarette smoke in our
garage and found cigarette butts in the driveway after his crew had visited
Coincidentally, our garage door opener broke during the time Mr*** and his
crew was on siteUpon inspection it was clear that the flywheel was ground
down indicating that the door was held open while the mechanism was turning
When mentioned to Mr***, he denied any responsibility, which now does not
seem surprising.
At the end of the day, the damage to my floor is a result of
Mr*** failure to appropriately protect my the floorIt is expected that a
contractor leave a home in better condition after a job, not worse
A professional in this industry for years should have know to use alternite means to protect my floorI am dissappointed in his lack of ownership and resposibility in his companys actions
We are seeking full payment for damages caused by his companyThe cost of refinishing the floor
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Mr*** description of the condition of my floor is an
exaggerationWhile the floor was not in the great shape, the fact of the
matter is that the tape he applied pulled up the finish of my floorIf Mr
*** had concerns about the condition of the floor before he started the job,
one would expect that his years of experience would tell him to use a tarp
, blue painters tape, like most painters use or not leave masking tape on the floor
for over one weekTo be clear, we did not have a conversation about the
condition of my floor before he started the job.
When I contacted Mr*** about the floor damage he was
adamant that he would fix or repair the damage he had done at no cost to me and mentioned that
he would go through his insurance company if neededMr*** suggested I have
his long time friend and business associate come to give an estimate on
refinishing, and we discussed a $credit that Mr*** would pay directly to
his friendBased on this conversation, I allowed his business associate into
my home and he did give me an estimateI suspect that Mr*** and his
associate had planned this outcome and I regret extending that level of trust
to both of them
Mr*** states that the painting job was perfectThis is
inaccurate; I would describe the finished product as good, with some
imperfectionsMr*** or a crew members had to return to my home on separate
occasions to do final touch upsOn the final visit he insisted on coming at a
time when neither me or my wife could be home and left without correcting
spots that my wife had pointed out to him the day before, and left marked with
a post it as he had instructedAdditionally, Mr*** verbally agreed to patch
and paint a soffit in my kitchen while he was doing the ceiling and he did not
do this, but left a post it note saying he did not do thisAfter the touch
ups visits we decided that the finished job was ‘good enough’ because we cannot
take more time off from work to have Mr*** return again.
As an aside, I would also like to mention some other
experiences with Mr*** which we overlooked at the time, but now seem like
indicators of the lack of professionalism we are seeing nowOne of Mr*** crew members drank water straight from my kitchen faucet (my wife asked that
this not be repeated)The next day, the extension hose that attached to that
faucet became detached and needed a quick repair (which we did ourselves)We
are a non smoking home; so clearly noticed the odor of cigarette smoke in our
garage and found cigarette butts in the driveway after his crew had visited
Coincidentally, our garage door opener broke during the time Mr*** and his
crew was on siteUpon inspection it was clear that the flywheel was ground
down indicating that the door was held open while the mechanism was turning
When mentioned to Mr***, he denied any responsibility, which now does not
seem surprising.
At the end of the day, the damage to my floor is a result of
Mr*** failure to appropriately protect my the floorIt is expected that a
contractor leave a home in better condition after a job, not worse
A professional in this industry for years should have know to use alternite means to protect my floor.I am dissappointed in his lack of ownership and resposibility in his companys actions. We are seeking full payment for damages caused by his companyThe cost of refinishing the floor.
Sincerely,
*** ***

DISGUSTING!!! I hired Robert in April to pain the exterior of my house! Once the house was painted we started experiencing extreme warping of our sidingI contacted Robert and he came out and blamed the paint (that he so highly recommended before!! After two plus months of going back and forth robert continues to blame the paint and wanted the paint company to pay for the damage sidingThe paint company came out to check the damage they then referred us to a overall manager for the company, and that manager came out to view the damage in the house and went back to talk to their corporate and see if they were able to fund for the damage siding I had to siding companies come out and both company said the sighting was completely ruined and needed to be replaced through the entire houseMinimal cost about $13,000! Today the paint company has come back and said they spoken to their legal department and are not responsible for the damage as it was the negligence of the painter to not know about his productsI have many photos of the damage that has been caused from this PaintI contacted Rob or after I talk to the paint company when they told me they were UNABLE to replace it he told me if" I didn't put my two cents in that they would've replaced it and if I want it fixed I can take him to court and sue him." Which I will be ! HE CONTINUD TO SCREAM AT ME!!! His contract says that he backs up his work and he does not!! The job was *** to begin with and I do not recommend anyone use him for anything!! He is unprofessional and unreliable he hung up after screaming at me on the phone and will not answer my phone calls or emails as he barely did through this entire processHe has been very childish! He claims he has years plus of experience then he should have known to check what can and cannot be used as the paint company supplies all the info on their websiteHe is an it do not use him! I WILLLLLL BE taking this further and suing as well as making sure it is known what he did to me and my family! Anyone want to see photos feel free to e mail me and I will show you them! ***