Rocky Mountain Painting Company

We had made contact with the client about getting this handledWe have a crew currently working on all issues and concerns the clients have brought to our attention at this time

We have been in communication with [redacted] and have came upon an agreement of paymentWe have been in contact with [redacted] this entire time to let her know we would be able to come out there and take care of her and any issues she may have hadWe have recently came upon an agreement and the Production Manager, [redacted] recently went out there to personally deliver payment to ***We have recently had delays in payment due to a very serious loss (death) in the company, but we have settled all with ***Rocky Mountain Painting Company is a company who genuinely cares for their customers and makes sure that any issue they may have is taken care of as soon as possible

Our contract states that their is a 10% sales charge if a contract is canceled after more than three days have passed from the time the contract was signedWe have this sales charge because the sales rep's commissions are also payable after three days from the time the contract is signedWe do not try to profit from canceled jobs, but the policy is in place to cover this costThe sales charge of 10% can also be applied to a future project as long as the project meets our minimum job sizeIf the client has further questions about this policy we would encourage them to contact our office at [redacted] One of our owners has also previously reached out to the client and has not heard back

Our 10% cancellation fee applies to the full job and is applicable after days from the signing of the contractThis fee is stated at the bottom of our contract on the front side and is meant to cover the expense of acquiring and scheduling the project the largest of which is the sales reps commission which is paid after daysOne of our owners Matt has reached out to the client to discuss this further and answer any other necessary questions

We are very aware of the issues with this projectUnfortunately the *** Impervia Line of windows that was selected for this project was severely delayed due to issues at the *** plantThe significant delays in the manufacturing of these windows has been been very frustrating to us as well and
we have installed all the products as quickly as they have come in. Unfortunately the operation of the sliding door was mixed up in the manufacturing stage of the projectWe have taken accountability for the situation and have ordered a new door that we will install free of charge to make the situation right and complete the project

We have sent a crew out to this house and have addressed all issues and concerns that that she hadWe have spoken with her and everything is taken care of

Initial Business Response /* (1000, 2, 2015/06/29) */
We take responsibility as a company for the miscommunication on our end and for not returning *** callOur production coordinator will be in contact with him today to schedule a walk through of his warranty and to get the warranty claim
completed
Initial Consumer Rebuttal /* (4200, 4, 2015/10/26) */
Numerous areas that need to be addressed due to poor painting preparation or poor completionThis is the second Revdex.com case to address
Based on previous case, 7/10/15, the company sent a representative to evaluate what repairs were needed as a result of the painting performed 8/That representative was their Director of Customer SatisfactionTheir representative stated they he would follwithin a few weeks to update on the timing for the repairsA return call never occurred
I contacted them, week of 9/21,at the number on their website and left a message with a representative that said a call would be returned by the end of the weekThat call was never returnedShe stated they are now making their repair schedule
I left a message at their number 10/13/requesting a call back to schedule workTo date that call has not been returned
Final Business Response /* (4000, 9, 2015/12/02) */
Rocky Mountain Painting Company has been in contact with *** and addressed any issues *** may have had with his projectFirst and foremost- We do apologize for the delayed response in completing this warranty projectThroughout that time, the company was in a transition period and in process of hiring a new Production Manager to take care of, and complete all of our warranty projects for the year of For that we do apologize, as it did cause a slight delay in getting our warranties completed as quickly as we typically would like to
*** project was taken care of and addressed the week of 11/07/His project was completed by ***- *** crew, and they were then paid out on 11/11/2015- for a job well done*** was pleased with the work *** crew had done
Again, we do apologize for the delayed response in coming out to address the issues *** had with his project, as we were in a transition period throughout that timeTypically, we like to make sure our warranties are taken care of quickly and in a timely mannerRocky Mountain Painting Company address' all and any issues our clients may face with their projects and assures the issues are taken care of as soon as possible

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: the company did not send a crew out to the house and take care of anything!!!
All they did was refund us our money we paid for the deck portion of the painting jobAnd that was after we called them a number of times, and had our lawyers send them a letterWe were the ones that had to continue to contact them over and over to get this resolved, and asked for a refund of money, because they weren’t going to do what needed to be done to fix the bad paint job, or do it in a timely matterSo no, they did not fix there bad paint job, but they did refund us our money.
Sincerely,
*** ***

We have been in contact with *** and *** *** and have been out there a few times to address and resolve these issues for themEverything has been resolved, and *** signed off on a customer satisfaction sheet letting us know that she was satisfied with our touch up workRocky Mountain
Painting Company does take full responsibility for each and every one of our projectsThe satisfaction of our clients is very important to usAny delays that may occur in getting to a warranty or issue is not due to our lack of care for the client, it is simply due to our volume and projects in production at that timeWe do apologize for any delays, but assure that each issue, or warranty is addressed as soon as possibleThank you

The deposit refund has been mailed out to this clientI am unaware of the exact date it was mailed, but it was sent out to *** before the July 4th HolidayWe have heard, not only from *** but, from another client of a delayed payment we had sent out at the same time- we imagine it was delayed
due to the holiday as wellWe understand the concern of the client but are unable to answer why it has taken so long to be mailedWe apologize for the delay, but everything on our part was sent out and done in a timely manner.We have been in contact with *** and let her know to keep us updated regarding whether she has received the payment, or notWe will be happy to submit another deposit refund to *** once we cancel the previous check that was already sent out to herUnsure why the payment has not reached the client but again, if she would like us to re-submit another payment to her please have the client call the office so action can be taken to do soThank you!

Initial Business Response /* (1000, 21, 2015/10/26) */
As a Company, we do take responsibility for the issues *** *** had with his projectThroughout the entire process we were in contact with ***, trying to correct the issues *** and his crew previously madeWe understood ***
was frustrated due to the poor job, and poor clean up that was provided by *** and his crewAlong with other issues of courseWe also understand he was very frustrated with the poor communication from *** and his crew, and the fact they were unable to set a date to come correct this issues on his projectFor this and other examples of unprofessionalism displayed, we no longer work with *** and his crewSimply, due to the fact that they did not exude our Companies core values, Responsible, Motivated, and Professional
We did get in contact with *** ***, regarding coming out to complete and fix his project*** agreed, and made arrangements for us to come out and complete his project early in the morning on Friday, August 28thThat is the date *** had chosen to get his work done, as that date did work best for himWe then sent one of our best crew's out to *** ***'s house at am, on Friday, August 28th*** *** and his crew, took care of *** ***'s concernsThey fixed and addressed any problem areas he may have hadThe crew completed the job within a day*** *** confirmed that the project was complete and to his satisfaction*** then made his final payment, and finalized that his painting project was completeWe were then able to pay our crew for the completed job on Wednesday, September 2nd
All issues with *** ***'s home were resolved, and his project has been completedRocky Mountain Painting Company, does take responsibility for any issues or concerns our clients may face with their projectsWe are a growing company and realize that we cannot be perfect one hundred percent of the timeWe do however, take one hundred percent responsibility for any mistakes we are at fault forWe as a Company assure any issues or concerns our clients face, with their projects, are corrected and taken care of as soon as possible
Initial Consumer Rebuttal /* (2000, 23, 2015/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept their responseHowever, I do have a year warranty of labor and a year warranty through *** *** As long as they honor their warranty that is what I care aboutOther than that you can close this case for now

Initial Business Response /* (1000, 11, 2015/12/10) */
Final Business Response /* (1000, 14, 2015/12/10) */
We have been in contact with *** and are in the process of fixing his projectWe did let *** know that we plan to get his warranty work done this month, before the end of this
year is over
We do apologize for the slight delay, as we were in the process of transitioning from residential to commercial work
We have a crew who is currently completing a project and is scheduled to complete and address the issues with *** ***'s project, after the completion of the project they are on currentlyI did call and inform *** of the situation*** last told me that was completely fine, and he is just wanting it completed as soon as possibleI last spoke to *** on 12/03/We plan to have his project done and completed before 12/25/

As a company we are always willing to take accountability for anything damaged during one of our project by our crewIn the unfortunate case of a broken window we would typically turn the issue into our insurance in order to fix the problemHowever, in this case it is unclear how the window was brokenThis is in large due to the fact that our exterior pane where our crew was working was intact and the interior pane is brokenThere is very little chance based on what we know from speaking with the window company who looked at the window that the interior pane could have been broken from the outside without damaging the exterior pane as wellSince fault cannot be clearly determined we have not submitted the claim to our insurance companyWe are certainly not trying to hide from our responsibility for the outcome of the jobWe would suggest having another window company out to inspect the window to give their opinion on how the window was or could have been broken, so we can better understand what we should do to rectify the problem

Complaint: ***
I am rejecting this response because: As of July 8, 2016, no one had come to look at the window, so I don't know how any multiple estimates could have been accurately assessed.The first visit from any representative of any glass company, or anyone since I reported the breakage, was the evening of Friday, July 8, - nearly months from my initial complaint to the companyUpon inspection, it was determined that there is no way to prove that the glass was broken by the paint crew - only that it was broken by stress induced on the frame, or the wall itself since the fracture emanates from the edge of the glass - under the frameSince the company is implying that the window had been previously damaged and that I am trying to scam them out of a repair cost, I'd like to point out that I alerted them to the broken window AFTER I had paid them in fullThe check had already clearedDoes this really sound like an attempt to extort money?The window was fine before they painted, hammering nails, etc, and it was discovered to be broken after they had leftPeriodDo the right thing and fix it, please
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:The contract (see first attachment) stated that "the deposit is non-refundable once any material have been ordered, and that all canceled contracts are subject to a minimum 10% sales charge". No materials were ordered. When I spoke with *** *** on 5/31/(see second attachment), he advised they could refund all but 7% - 10% of the deposit. A 10% refund would amount to $1,770.75. On Monday, July 11th, we received a check from Rocky Mountain Painting Coin the amount of $1,180.05, which amounts to 60% of the original deposit amount of $1,966.75. I'm not sure if their accounting records are in such a state that they did not know what the original deposit amount was or if they somehow believe they are justified keeping $of the deposit. In order to resolve this complaint, they need to reissue another check to us for a minimum of $1,or the full deposit amount of $1,and stop payment on the check for $1,180.05. Once I receive a check for the refund of a minimum of $1,770.75, I will return to them the other check for $1,180.05.
Sincerely,
*** ***

We are currently in the process of getting another estimate for the windowHowever, multiple window companies have concluded that the window was very likely damaged initially, due to the fact that only the inside panel is brokenIf this damage was caused solely from outside hammering than both
panels would have been damagedWe are still going to as and estimate the window, but are in further investigation as to whether the window was previously damagedIf we conclude that the inside could have been broken with no previous cracks, or damage, we will be more than happy to replace the damaged that we causedWe just need a better understanding of the cause, and of the situationHowever, the glass company is in the process of setting up an estimate for the replacement, and the client should be getting a call this week

We do apologize for the lack in communication in getting this warranty scheduledWe have been in transition over to a new CRM system and have had trouble in the past with schedulingWe recently have been in contact with *** ***, and plan on addressing all of the issues and touch ups needed
on his projectWe are planning on starting this warranty work here in the next week, and plan to correct all of our mistakes

We had made contact with the client about getting this handled. We have a crew currently working on all issues and concerns the clients have brought to our attention at this time.

Complaint: [redacted]
I am rejecting this response because:  (1) It is not clearly indicated in the contract that any cancellation fee would be subject to a 10% sales charge based on the total amount of the contract price or based on 10% of the deposit amount itself.  (2) The sales person did not indicate that was the case at the time the contract was signed and the deposit was paid.  Additionally, when I spoke to the sales person on May 31, 2016 about cancelling the contract, he indicated his secretary would call me near the end of the week to arrange a return of the deposit less 7% to 10% of the deposit, not of the contract total amount.  (again, see attached note I wrote while on the phone with the sales person on May 31, 2016)
Sincerely,
[redacted]