ComplaintsforKeystone Painters

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Keystone Painters gave me a quote on Aug 14, 2021 $10,700 plus GST to paint my townhouse, kitchen cabinets, and baseboards after flooring was done by the renovation company. In Jan 2022 Mike came back to discuss colors and told me that the Aug quote was too low and that he needed to charge me an extra $2,500 since paint costs had gone up. The painting started and Mike said he would paint the trim and other bathroom cabinets and threw out figures out for costs verbally. There was never anything in writing.Mike then sent me a handwritten text for an extra $13,000+ for "extras". Mike also requested that I give him $15,000 in cash! When I sent photos of the shoddy work done, and asked for a $5,000 refund, Mike and his wife came over to "discuss" the matter and told me unless I paid the remaining $3,000+ they would not complete the last room. I told them I wasn't paying another penny and they needed to finish the deficiencies and leave. On Apr 4, Mike and Nina came over to do deficiencies and left. Keystone Painters did a completely subpar job painting my townhouse! I want restitution and an apology for the horrendous way I was treated and for the subpar painting job. Keystone was unprofessional, ****, and unreliable. Mike constantly changed the schedule, and made the experience unbearable. Mike was also **** to the trades and subtrades working on my renovation.

  

  Business response

  20/04/2022

  All the work that was done for **** ******** was requested by her, quoted and completed in a professional manner. ***** had greatly increased the size and scope of her renovation with us as with her other trades. She overspent and mismanaged her renovation budget . It is disappointing that she has chosen to smear our company, ********* *** ********** *** ***** ** *** ** ***** ** ** ****** ***** ** ****** *** ********** ********* She was completely happy, "over the moon" as she stated with all the work we did  until she realized she had overspent on her reno. The photos she posted were taken before the kickboards were installed and final touchups were completed to her satisfaction . We accept cash but at no time did we request it, we prefer e-transfer, cheques or bank drafts , again thats an attempt to discredit us. We were professional, accommodated her other trades and rescheduled our work to accommodate her overnight visitors even on short notice.

  Upon meeting with her to discuss the final invoice, she still asked us to paint her Splatter Room even though she does not have the money to pay for it. In an effort to help her, we have declined painting it, removed it from the invoice and have waived the final balance owing to save her $2918.25 as a good faith gesture.

  We understand that self managing a renovation can be a difficult task, we certainly sympathize with ***** for her situation but we wont be *********** **** ****** ***** that resides with her.

  Customer response

  20/04/2022

  
  Complaint: ********
  
  I am rejecting this response because:the way that Mike gave me the price quote is completely unacceptable business practice. Throwing out prices and writing final amounts on a piece of paper, not even on a quote or on an invoice. 
  
  The work done painting my townhouse was shoddy and amateur. 
  

  Work that was done on the bathroom ceiling and splatter paint room ceiling was not properly finished. 
  Asking for payment in cash is disgusting behavior on the part of a so called professional company. 
  

  Since my response to this complaint has been made to me personally with no responsibility on Keystone Painters part leaves me no alternative other than Small Claims court. 
  
  Sincerely,
  
  ***** ********

  

  Business response

  03/05/2022

  Throughout the time we had begun work on this project, there had been numerous text, phone, and in person conversations discussing additions to the scope of work. The cost of each add-on or change was discussed and a summary was provided and agreed upon.
  
  ***** had expressed many times how happy she was with the work that was provided – both during and after completion. It was only after she stated she could not afford to have the Splatter Room completed that she began expressing grievances with Mike and the other work that had been done. During the last week of March, we did a walk through at her home to address any areas of concern and discuss the final invoice. As mentioned in our previous response, we had taken off the cost of the splatter room and further, waived the remainder of her outstanding bill resulting in a $2918.25 reduction of the final invoice – not due to poor craftsmanship – but as a gesture of good faith. Any spot she felt needed a touch up was addressed and completed to her satisfaction. ***** had expressed on this day she was very happy with the work we did and appeared to end our final meeting on a positive note to which we believed any concerns were resolved. It was the following Monday we received this complaint requesting a further refund, with misleading photos and untrue statements of our conduct and the state of the work we provided. 
  
  Regarding the bathroom ceiling, we had completed painting it. Her tile installer had damaged the texture on the ceiling and we informed her that additional painting would not fix it, but that she needed a drywaller to retexture and blend it. 
  
  The Splatter room ceiling was not painted because as mentioned above, it was mutually agreed upon not to complete this room and it was deducted from the bill.
   
  Once again, it was never stated, suggested, or insinuated that the customer should pay the entirety of their bill in cash. As is standard business practice, when discussing payment options, it was expressed that our accepted methods are cheque, bank draft, cash, or e transfer.  
  
  Requesting an additional $5000.00 refund is unreasonable given that we have already made a substantial invoice reduction. We are disappointed that this has not been resolved in spite of our efforts and concessions. We do our very best to ensure our customers are completely satisfied but in this case, we feel we have done all we can to remedy this situation. 

  Customer response

  04/05/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   

  I discussed a $5,000 refund with Mike prior to the completion of the job. Mike and Nina came to my place to discuss my complaints and to see the painting issues. We did a tour of my place and I pointed out my concerns. 
  

  When I complained to BBB about the lack of invoice and detailed information about what was done, Nina came to my place and hand delivered invoices! Nice way to do business after getting a handwritten text from Mike listing what he had done. 

  Mike did request the $15,000 payment in cash. I

  Mike charged me for the bathroom ceiling and when I complained about the terrible paint job showing gouges on the ceiling, Mike stated that **** **** ****** **** **** * ****** *** *** ** *** *** ****** ***** *** ******* *** ******* ** *** ***** ******* So Mike charged me for painting the ceiling but doing a shoddy job! 
  

  Mike also charged me to “drywall” the kitchen ceiling and splatter paint ceiling when the reno guys did the drywall in the kitchen and the splatter paint ceiling was never drywalled. 

  My request for a $5,000 refund is valid and reasonable. 
  
  Sincerely,

  
  
  ***** ********

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