Complaintsfor360 Painting of Cincinnati

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Power washing ruined 3 motion detector lights.They stopped working that same evening.The electrician who repaired them poured water out of them.Power washing also broke a louver behind the screen of right vent.Screen still not reattached correctly.Owner claims 2 coats of paint were applied yet not even 1 coat is visible in many places.Paint is chipping off areas.Scraping was not done correctly,creating areas that look sloppy.6" long pieces of freshly painted soffit and fascia wood were hanging by a thread.No one was around to catch it before it would fall on my patio.I immediately called owner,she told me that's how they know where to scrape.Downspouts were not removed to paint behind them resulting in sloppy messes.Paint dripped on fence, porch, cushions.Screens were not removed, but painted and dried in place.Had to be knocked loose. Window casings were only partially painting, looks awful.Antique door which was explained and noted to remove before painting walls, was painted, ruined, then sanded against the grain.Hand forged plant hanger, wood shelf and brackets from Grandfather's house in Evanston were to be taped over or removed before painting However, they were painted.I was warned by owner that there would be many questions during the painting phase. She asked me if she could call me at work several times. I teach. Several calls sounds like she would be at my house during the painting. Their contract states that an English speaking person would always be on the job site. I took off the day of painting. No one asked me any questions. No one was on the site that could speak English. Ground cover around the house up to the foundation that keeps water out of the basement was ripped out by the roots. The contract says it would be covered, not killed. I had to hire a landscaper to plant more. Contract and job description states that prepping would be done to assure satisfaction. Holes in sunroom door still exists, but were painted over not caulked. Many areas are missing caulking. Owner told me many times they don't caulk outside due to temperature changes. (exterior caulking exists) Trim on right side of house was included in quote but still missing. Doorbell wasn't taped off, only painted around, looks awful. Thin lines of paint were left on the ceiling trim after removing wet paper from sprayed areas.

  Business response

  08/08/2023

  First and foremost, we must note that this complaint comes as a surprise to us, especially as this complaint came only a day prior to us showing up to perform touch ups for the second time, which was scheduled a week in advance after previous attempts to schedule visits were continuously postponed or cancelled by the client. We pride ourselves in great communication and service and we have always been open to complying with our client’s requests. In this case, we never questioned the alleged damage to her exterior lamps despite raising it over 3 weeks after we performed the power wash; we immediately discounted the amount for the replacement.  We also had an independent paint supplier expert visit her residence to assess the overall painting job after the client questioned the work quality and the prep work. This person did a walk through with the client and confirmed via written email that the paint work was done right with two coats of paint applied and caulked where needed; he only identified a few touch up areas which we addressed in our second visit; we are looking forward to the client’s availability for a third visit, final close out and settling the payment. There has not been any deposit or advanced payment to date for a job performed in April, absent additional touch-ups, which violates the signed contract.
  We have a great reputation as a painting company. We try to do as best we can for our clients, and this has not been an exception. On the first day of the painting job our production manager was on site for approximately 4 hours: going over all the details with the client, who kept changing her mind on colors; we came back several times during the day along the project execution to supervise the painters and fulfill the client’s requests. In fact, we did several things that were never part of the signed contract, nor were charged. One of them was a request from the client to get help from our painters to trim bushes which were not ready as per the contract and move pots and furniture.
  During our second return visit the client was not available to perform the final inspection and now, out of the blue, on August 3 for a job performed back in April, she told us that she wants to have her roofer inspect her roof for alleged potential power washing damage after more than 3 months and various storms after.
  We are doing everything we can to settle this job in an amicable way, have been open and always available to discuss options but we are running out of options and fear we will be forced to seek a legal route.

  Customer response

  08/28/2023

  Hi ****,
  
  As you've been made aware, I hired 360 Painting to paint my house.  From the 1st day that they said the job was completed, it was not.  I looked out my windows on both floors and saw that the backsides of the soffits and fascia had not been completed. To this day they are still incomplete. There are many areas where no paint has been applied. These are critical areas as water runoff from the roof collects and saturates where they are not protected. I immediately notified the owners, and they came back at least two additional times and still have not completed this portion of the job. 
  They damaged areas with their power wash on day one.  I'm waiting for the roofer to return to inspect the shingle edge to determine if there is power wash damage. It started raining on his initial inspection. He was injured last week and is returning Tuesday 8/29. I will pass on his findings as soon as possible.
  
  The remaining items are:
  Chimney-incomplete, after their last attempt.
  Window casings, not finished, sent photos to owner after their last attempt.
  Remove drops of paint from front porch stoop and limestone ledge.
  Remove strip of white paint from dark wood trim of tongue and groove ceiling.
  Blue tape still on ceiling in sunroom.
  
  Compensation for the following:
  Cost and labor for three motion detector lights ruined by power wash, confirmed by electrician. The painter repaired the louver in the vent that was also ruined by the power wash.  This is why I'm having my roof/shingles inspected.
  White paint drops on front porch cushions.
  I had to replace the ground cover along **** **** side of the house after painters pulled it out of the ground.  Painter's contract states that it would be covered.
  Antique French door, labeled "do not paint" by owner's sister, was still painted on both sides. It was then removed from the premises for a lengthy time. I didn't hear from the painters for over three weeks. This delay to the job, and not completing the job has more to do with the delay of completion than any other reason. And to this day, the job is still incomplete.  When my antique door was returned the finish had been ruined and the door had been sanded against the grain.

  ---

  Hi ****,
  
  I forgot to reference the email I sent earlier this evening.
  My name is ***** *****.
  I would like to add a note, I never switched colors.  These are the colors that the owner suggested based on the look I wanted.  She must have me confused with another client. I forwarded these colors to my friend immediately afterwards. My friend was a previous client who received a great paint job.  I didn't, sadly. And it's not completed.
  Thank you for your help with this matter.

  Business response

  09/02/2023

  We have replied to this customer's complaint previously. Nothing has changed from our previous answer and, per the BBB email received on August 17, the client did not respond and the case was closed. We have worked to settle this issue with the customer amicably, but the customer has refused. Even the first complaint issued by this customer was untimely - we had returned to her home for touch-ups and to finish the punch list before and were scheduled the very next morning to complete touch-ups. 
  
  We tried continuously to schedule a date where the customer would be available to walk-through and to finish the touch-ups requested. Instead, the client would repeatedly cancel at the last minute or not respond at all. Every new response we did receive came with a new issue that had never been mentioned before, in an effort to prevent her from having to pay. Requests in her punch-up list were either already scheduled to be done on a follow-up or completely made-up. 
  
  Unfortunately, the customer is now treating the BBB as a legal mediator, relying on this organization's sign-off to fulfill her contractual obligations - which has made any amicable and timely solution next to impossible. As a result, we have issued a mechanic's lien on this customer's property due to her refusal to fulfill her contractual obligation to pay for services rendered.  
  
  When this was communicated to the BBB, they handwaved it and expected we defend ourselves against a long list of outrageous and unsubstantiated demands. As mentioned we have already proceeded legally to deal with this client, seeking  a full payment for the job performed 5 months ago. We have all the documentation, emails, and texts from the client where she contradicts herself, makes up new claims and denies completing a walkthrough with us. We have expert perspective from a paint supplier contradicting what the customer is asking or complaining. Nevertheless, our position has always been responsive, trying to schedule a date to complete the job in order to wrap this up and collect the payment, which she has promised to send several times and is past due as per the contract she signed.
  
  We are still open to settling this issue once and for all but we are not going to allow this customer to use the BBB complaint process as a miniature courtroom to delay or prevent payment entirely.

  Business response

  09/13/2023

  The client has agreed that next Wednesday September 20 we can go to her property, receive payment and perform the final touch ups.

  Customer response

  09/19/2023

  Hi ****,
  I did agree, once again, for 360 to return and finish the job on Wed Sept 20. I did not agree to pay up front simply because every time they returned in the past, the job was never completed. I did confirm that I would pay with a cashiers check but only after they complete the job, to satisfaction. I will hire someone else to finish painting the chimney. I am willing to negotiate fair monetary reimbursement for the following problems caused by negligence; arched, hand-forged, plant hanger, antique wood shelf, and brackets on shed were wrongfully painted. I specifically told painters not to paint them. The grout around the double garage door was not to be painted. The proposal states to only paint the casing and garage door. The caulking color was chosen as it matched the natural limestone. It was installed for this reason a few years ago.  The painters painted over it with white paint that extended over, onto the limestone. It immediately started peeling. It is still an eyesore. I addressed  all of the above with Gabriela on the same day. There are white drops and white smear marks on my cushions. These cushions should have been covered. Please refer to the text that I shared before the job began when I specifically asked Gabriela if I need to do anything before the job was to start. She replied, nothing. So I didn’t move furniture or make a down payment.
  The window in the garage was very poorly executed, it began peeling immediately. I should have been made aware if it needed to be reglazed. The chimney was not primed with white masonry primer, refer to the photo of the red brick showing through the so called first layer of primer and 3 coats of paint.
  I will hire another painter to fix it. A coat of Urban Bronze over the white would improve the unfinished job.
  Please refer to the estimate to have the antique French door repaired. This wasn’t an accident, it was negligence as I had discussed in detail, under no circumstance should the door be painted!  The door is NOT to be painted.  360 attached a note to the door with this request. Later that day, the door was painted anyway. I specifically asked that no power tools be used to strip it. As you can see in the photos I sent you, it has been sanded against the grain using a power tool, which left permanent damage.
  The remaining unpainted, unfinished areas have been included in the list to be addressed when 360 returns.
  Again, I will pay with a cashiers check after the job is completed satisfactorily.
  In closing, please let me know if you did not receive the above mentioned photos.
  Sincerely,
  *****
  Sent from my iPhone

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