ComplaintsforSatisfaction Painting Inc

• Initial Complaint

  03/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Satisfaction Painting of ********* was the vendor our home builder used to supply stained/finished woodwork for our new home (doors and trim). We wanted to match that woodwork with some of our furniture, so we contacted Satisfaction about re-finishing an oak china hutch. They agreed, so we dropped off the hutch, a large piece of our interior trim, and the original gallon container showing the paint code(s) of the trim color we wanted the hutch finished with.After approximately 3 months Satisfaction contacted us to advise the hutch was finished. When we picked up the hutch we paid approximately $1,750.00 for the refinishing. Satisfaction provided us a small can of touch up paint that was darker than our original stain, but we decided to take the hutch home to see how it matched our interior trim and other furniture. After getting the hutch home we immediately realized it was much darker than our trim and also didn't match another piece of our oak furniture (dining table and chairs) that we had re-finished previously by another vendor who got it to match perfectly.We contacted "*******" the owner of Satisfaction several times and also displayed to him in person a drawer from the hutch, the piece of trim, and also a re-finished dining room chair. His comment was "oak stains different than the trim". He stated he'd re-finish the hutch again if we paid another $850. We told him that was unacceptable, especially since his company had made a decision to change the stain color without consulting us beforehand. He has refused to make this right and doesn't return phone calls. I'd appreciate whatever assistance the BBB can provide in this matter.Thank you,***********************

  Business response

  03/18/2022

  This customer brought us a large piece of furniture to re-finish.  Upon project completion, the customer came to our shop and visually inspected the finished item against the provided physical sample.  The customer approved the finished product, thanked us for the good job and paid their invoice at which point we loaded the piece of furniture into their vehicle.  The customer called the office 1 week later and stated that they were unhappy with the color.   It was explained to the customer that they had accepted and approved the finished product when they viewed it at our shop prior to payment and delivery.   Customer was reminded that they expressed ******************** and gratitude upon acceptance of finished product.  We offered to re-finish the piece of furniture at a heavily reduced cost to try and give customer some ********************.  Customer refused.

  Customer response

  03/22/2022

   
  Complaint: 16903488
  
  I am rejecting this response because:  We never approved it at the shop when we picked it up advising them it looked darker than the trim we provided.  One of the employees stated they decided to change to a darker stain than the color we provided them with because they thought it looked "Better".  Over the 3 months they had our china hutch, they never consulted with us about changing the color.  We paid the charge of $1,760+ at time of pickup advising we sure hoped it matched the trim and other furniture at our home since it was late afternoon lighting outside when we picked it up.  After we got it home into good lighting it was obvious the color was darker and quality of the re-staining was "poor" as there were numerous "light" spots where the stain wasn't uniform.  After repeated calls to the business asking to speak to someone about our dissatisfaction, the receptionist finally told my wife the owner of the business "*******" would only re-finish the hutch if we paid another $850 and that we'd have to approve the new stain before the hutch was re-finished.  ******* never had the courtesy to call us back to discuss this and instead relayed his comments through the business receptionist.  My wife finally drove back to the business in ********* and showed ******* a re-finished hutch drawer his business had re-finished, the same piece of trim originally supplied to them, and a dining chair from the same dining room set as the china hutch that was refinished by another vendor that matched the trim piece perfectly.  Rather than admit his company had incorrectly refinished the hutch, he continued to claim that were not going to re-finish the hutch unless we paid another $850.  If someone from the business had actually consulted with us before making the decision to alter the stain, we wouldn't be in this dispute as we would have pointed out the difference before the stain was applied.  Considering his busines should actually know what they were doing, I would have thought they'd get it right.  However they didn't get it right which reflects very poorly on their business and even more so on the name of their business "Satisfaction Painting" which is almost laughable in this situation. ******* needs to make this right without charging us another $850 for his companies mistake.
  
  Sincerely,
  
  ***********************

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