ComplaintsforWow 1 Day Painting

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My self and my family were moving from out of state and could not be present at the time they were completing the job. The man they sent out after telling him what we wanted done he advised we should get some of the celing and walls repaired because if they were to paint it you would see the defects on the wall and ceiling after we already signed the contract to just have the walls, cielings and baseboards painted all the same color . We decided to listen to his recommendation and signed a new contract electronically totalling over $28,000(that he never emailed to us ) . The man also told my husband well you can hive me $100 we can drink some beers and i can take care of the baseboards for you. We both told him no .none of the baseboards were painted , none of the walls or ceilings were repaired , they threw threre linches away in bins/bags we had of clothes and other personal belongings which we had to get rid of because the food was rotten . Long story short theres grey wall paint on my white baseboards that were not painted , they used cheap paint that leaves water marks and in the bathroom from the steam .we just paid $18,000 for new flooring when we cane back there was paint and scuff marks all around the home and in places paint shouldnt be. I included just some of the photos . They also cleaned there paint buckets and brushes in our bathrubs and sinks causing a blockage and i had to call a plumping company .I contacted them them they said they would come and fix it . We were out of town when they cane to fix it when we returned nothing was done . I contacted them multiple times finally getting the owner and sup to come to my home and show them . They kept apologizing and asking the other workers who was on site and the lead that this shouldnt have happened etc. they leave later that day they email me saying they can come back out and fix it i said no ive had enough trouble with the company, i would like my money back contact me for full story

  Business response

  08/10/2023

  August 10, 2023
  This letter is in reference to Complaint ID ********; ****** ********.  The complaint is in reference to a job completed at the residence of ****** ******** **** ***** ******** **, Macungie PA *****.  *** ******** has filed the complaint under the category of Service Issues and has requested a full refund in the amount of $28,000.  It should be noted that the total job cost was $27,100, not $28,000 referenced in the complaint letter.  This complaint has already been reviewed in arbitration by the **** Dispute Review process, in which **** ruled in WOW 1 DAY PAINTING’s favor.  While **** was conducting their review, $24,820 was removed from WOW 1 DAY PAINTING’s bank account and held in escrow while the complaint was reviewed.  This unexpected removal of cash caused the business to incur insufficient fund fees.  
  On February 14, 2023, *** ******** provided approval, by email, to proceed with the painting contract.  The contract covered painting 15 rooms, staircase railings and steps in the main stairwell, kitchen cabinets, and approval for time and material charges to install baseboard and shoe molding.  On February 15, 2023, *** ******** inquired via text message if the closets would be painted.  She was reminded that they were not included in the original contract that has been approved, and she provided verbal approval to add them into scope.  Our company completed the work between February 16, 2023 – March 7, 2023, rendering the services agreed upon which resulted in 430 hours of labor and $2,087.15 in paint, supplies, and materials.  
  Between February 18-27 *** ******** identified 3 issues – poor cleanup, scratched floor, and a security camera was unplugged.  We acknowledged the issues, addressed the scratched floor, and performed further cleanup.  Note: the security camera was unplugged to complete paint service and was inadvertently not plugged back in.  On March 2, 2023 the customer was presented with a summary of final charges via email.  This included a reduction of the final bill in the amount of $659 for the flooring used to repair the scratch and as compensation for the frustration encountered due to poor cleanup.  
  On March 3, 2023, the customer had family members complete a walkthrough at the jobsite where she participated via ********.  During the walkthrough, *** ******** identified a few touchups and additional cleaning be completed before final payments would be made.  *** ******** made a milestone payment on March 7, 2023 in the amount of $12,410 and final payment on March 10, 2023 in the amount of $12410.
  On March 15, 2023 *** ******** raised additional concerns about the project.  We met her onsite at her home to review the concerns.  We offered to send a team back to address the remaining issues.  She declined and indicated she did not want us to come back and address the issues.  On the same day, in an effort to show good faith, I sent an email offering a partial refund of $4,600 to compensate for cleanup issues.  *** ******** declined the offer and requested a full refund.  On March 20, 2023, I sent a second offer email, restating that we are willing to come back to address the issues and increased the partial refund amount to $5,000.  *** ******** declined the offer and filed a dispute with **** on March 20, 2023 and a complaint with the BBB on August 1, 2023.  

  In good faith we have attempted and offered to come back and resolve the issues, being denied this ability by *** ********.  In closing, I am asking for this complaint to be dismissed.  Thank you for your time and consideration.  
  

  Sincerely, 
  

  President 

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