ComplaintsforPromo Painting & Decorating Ltd.

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Promo Painting and Decorating **** to paint part of my 400 sq ft, 1 bedroom, 1 bathroom home.They worked for two (2) days at the end of August 2022, while I sat outside in the hot 30+ degree heat.There were 1-4 people in and out of my home at any given time over the two days, supposedly doing their job. When they left after the 2nd day, ******* said that there were just a few "touch-**** that needed to be done, and they would be back.After looking things over, I was surprised to discover that there was more than just a few "touch-**** to be done, there were whole walls that still needed another coat, plus more. I was just shocked at the quality of work from "professional painters" and sent ******* a list of my concerns about the quality of work, including a dent in the wall behind my fridge. We did try to work things out for a while, for his Dad to come and fix things and do the job properly, but we were unable to make a time that would work for both of us. I finally got tired of waiting, and asked for half of my money back so I could buy more paint and hire new painters to come and do the job properly and fix the poor quality of workmanship that Promo Painting had left behind.Although I believe I would be in my right to ask for a full refund, I'm only asking for half of my money to be returned, which is $986.80. I've lost all confidence in the capabilities of Promo Painting and don't want them back in my home. If I let them back in and they do a lousy job again, then we're right back where we are now and I don't want to go through this anymore. I mean honestly, I had up to 4 people over 2 days painting my tiny 400 sq ft home, and not even every room. It was a paint job, not a renovation. The stress of this situation is already negatively affecting my health and I want the matter settled quickly. I have told ******* that I will take him to small claims court if I have to, but I'm hoping you can help us settle this matter.

  Business response

  07/02/2023

  We were hired to complete painting on ********* *******'s home located on #************************************* and begin painting on Saturday September 03 2022 at 9:30AM. Customer was advised ahead of time that she would not be allowed to stay inside the unit while it was being painted due to size of the unit, as well as for safety of the customer. Additionally, was notified this would be a minimum job of 1-2 days with a possible third day based on dry times and/or touchups. Our team worked 8 hours both days moving large quantities of furniture, protecting, prepping, and spraying all trims and ceilings, putting everything back at the end of each day for the customer, and completing walls on the second day. Upon ending the day on second day it became apparent that the walls utilized more paint than originally anticipated we advised the customer that on the 3rd day we would arrive with an additional gallon (no extra charge), and complete the walls with 1 coat and the discussed touchups. The next day I received an email communication from the customer stating she was not feeling well, and would like to postpone completion of the painting for a couple of weeks, and paying a cheque for the full amount and providing a $100 tip. In October the customer emailed us that November would work, (later rescheduling for December) and communicated she had also referred us to a friend who was extremely impressed. The customer became dissatisfied when they requested a specific employee which we were not able to provide due to scheduling and the emails had transitioned from proactively working with us to try and schedule completion to requesting a 50% refund. We attempted to work with the client on solutions and agreed to complete the tasks and touchups, however customer declined all offers.
  
  Our company is not interested in providing a 50% refund which the customer has requested, but rather is absolutely more than happy to complete the pre-discussed on the customers home.

  Customer response

  08/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: The quality of work that Promo Painting did is poor and I no longer have any trust or faith in their ability to do the work properly. As I have told them many times, if I let them come back and they do a lousy job again, then we are right back where we are now. Why put ourselves through that? Also, *******'s list of "touch-**** that need to be done is not correct. Because of Promo Paintings poor quality of work, I now have to hire a new painter to come and fix their mistakes. I don't think it's fair that I should have to pay another painter to do the job right, when I've already paid for one. I think it's fair that Promo Painting pay for their own mistakes and refund me 1/2 off what they charged me so I can pay the new painter. I don't think that's an unreasonable request.

  Yes, at first I did ask for the dad to come and do the painting, because it's his company, he's the one with the experience and I thought he would do a good job. However, he was never available and I grew tired of waiting.

  Yes, at first I did recommend Promo Painting to friends, but since everything has come to light, I've now recanted those referrals.

  It's taken me a while, but I've finally found an honest, ethical painter to do the work. 

  
  Sincerely,
  
  ************************

  Business response

  09/02/2023

  Communication with the customer has remained open since April *******, representing 10 months of communications and ~65 emails exchanged with the customer. Our team has worked diligently in an attempt to maintain a relationship with the customer and offer alternative solutions, however, the customer has declined all offers. As previously mentioned upon completion of work on Day 2 in-person communication occurred between the customer and myself regarding what was left to be completed on day 3, the customer agreed to the list, and was emailed a list on Tuesday. The customer made no comments of dissatisfaction with our work, objections or additions for several months when given several opportunities to do so. Several days later I came back to the residence to pickup the check and the customer provided a $100 tip and on September 30th (26 days after we finished day 2) I returned to the residence with customers approval to pickup our equipment as the customer was still recovering from an illness. 2 Months later we received a referral and compliment to our work from the customer, in addition to several positive emails requesting quotes for additional tile work, and interior decorating.

  Please understand for us it is very outlandish to believe after 2 months of the customer being happy with our work and excited to have us return in November-December they complete and suddenly on November 09 switches to stating we had dented her wall, did a "lousy job" and that she does not trust us, whilst also requesting an arbitrarily created 50% refund figure. As mentioned, the customers communications switched when we were unable to honor a specific employee to complete the work on her home (even though this employee was never assigned to work on her unit). We would like to understand how the Customer has calculated the 50% figure, and why they did not communicate any dissatisfaction in the several month of communications that followed between September 04 and November 09th 2022.

  Customer response

  11/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: I gave ******* the tip on the 2nd day to share with the others. It was a hot weekend and I had no food or drinks to offer them. I told him to share it with his co-workers, thinking they might go get something to eat and a drink.

  I didn't notice the dent and spilt paint on my baseboard behind my fridge right away as I had just cleaned there before they came. I also just found the painted mess on a door hinge the other day. Things just keep popping up. I wanted the dad to come and finish/fix the job, but he was never available. As stated many times, I wanted the dad because it's his business and I hoped he would do a good job. Maybe, if they hadn't been having staffing problems and if it wasn't the first day of two of the painters that did the original work, there wouldn't be such a problem, but it is what it is. After my friend passed away suddenly and the shock wore off, I grew tired of trying to be patient and putting my life on hold until the dad could fit me into his schedule. 

  "Touch **** are small improvements to be done, not all the walls, doors, etc...to be painted. As I have told ******* ********** I chose the 50% refund because of the amount of work that still needs to be done. I thought that since 1/2 the work was done, then 1/2 back was fair. My new painter is charging me $1,218.00. I live on **** and the amount I paid ******* is more than I get a month. I don't have money to waste on painting and I'm not doing this for kicks. I've only asked for $986.80, but if we don't get this settled and have to go to court, then I will be asking for the full amount of the new painters bill to be paid, plus punitive damages. 

  I hope this matter can be settled quickly so we can both move on with our lives. 

  
  Sincerely,
  
  ********* *******

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