S & P Specialty's

Followed up on complaint with customer by taking a 3rd party service professional from [redacted] Paint to the home for further inspection of all issues listed.  It was the professionals opinion that the paint was not the cause of any visible damage, nor was it caused by the method,...

system, and/or approach the painters used during the painting process in it's entirety.  The water streaks in the bathroom, as well as moisture build up, most likely due to poor ventilation system, and household members not using the exhaust fan.  It is a common problem in bathrooms for the gypsum within drywall to hold moisture from the steam caused by taking hot showers and baths. Made attempts to come to an agreement with customer upon first notification of said issues and during our visit with the [redacted] professional the areas which was shown to us were collectively an hours worth of rework that we were willing to do even though only a few small areas were our responsibility. However, after our initial visit she continued having multiple upgrades that include some form of carpentry and held us off.  Because of which, she continued sending new photos and texts of other new areas found that she insisted was our responsibility as well. When asked of her to submit a list of all areas which she'd felt needed redone she sent a response with nearly an entire Interior repaint. With over 20 years in the industry, and after working with hundreds of customers on hundreds of homes inside and out, we only increase our system and approach to better perfect each and every project, and have had little to no complaints.  However, when we do we are always prompt in correcting the situation. Also after each project we always, and I emphasize always, do a final walk through and inspection with every customer to ensure their satisfaction before they sign off on project completion. I had informed Mrs. [redacted] the day prior to completion that we'd be finished the following day and her husband, who she said wouldn't be present the following day to join in the inspection, would do a walk through and mark any areas that he felt needed corrected. Upon our arrival we noticed blue tape in all areas he'd noticed and there were areas that I myself as a 20+ year professional painter, who is very prideful and particular of his product, would not have noticed, and so we fixed all said areas prior to all else left. While we were doing our last minute touch ups Mrs. [redacted] also did her walk through and brought other areas of concern to our attention which we corrected immediately to her liking. Customer completed the walk through when the initial work was completed, signed off with no issues noted and paid in full so we are not understanding why customer states that the majority of the job was unfinished.  Customer was also reminded about the 72 hour call policy to schedule a follow up to correct any further issues noticed within a 2 week period, at the time she signed off on completed job.  Customer instead waited 2 months to call with issues instead of scheduling within the 72 hours for the  touch ups to be made before the 2 weeks were up following project completion. So we did what we felt was the professional decision by having the third party professional from [redacted] inspect the issues along with us to make the determination rather or not it was the paint, painters, or possible household damages/issues, which we determined collectively that it was in fact done after the painting took place and during further upgrades as well as other factors unmentioned. The reason we handled the situation in this manner is because I felt that the information we had been given by Mrs. [redacted] regarding the issues was false due to similar situations that transpired while we were working in her home. With that being said, We have access to all project receipts showing which products were used, we have a professional from SW willing to support these statements, and a lawyer on hand for any legal action that needs to be pursued. However, we are willing to still work with Mrs. [redacted] with correcting the original issues that were checked during the first inspection, that were our responsibility, and while there, have the professional from [redacted] come out again, and bring yet another pro. with him to further inspect other areas that have recently been added to the complaint list, and if there are any that either we or SW are responsible for, we will correct those as well, free of charge. I can also take and use products that are harmful to paint, scrub the paint off my walls, and take pictures also. But in order to ensure honesty, and the fact that these new issues are not self made, and that of our negligence, I cannot, and will not warrant said areas without being able to have a bias third party professional come out and view areas him or herself and make the determination as to what caused said issues, as we did the first time. I do apologize for the delay in responding to this complaint, however, it was not without good reason. I am also very sorry that things worked out in this manner, and wish they could have been very different,