ComplaintsforAlliance Painting

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contracted to have my home interior painted with Alliance Painting. They were more expensive and I made the decision to use them based on their heavily emphasized customer service. It was summer, they use sprayers in the house and it was fog inside. Alliance asked that I turn on the A/C, which I did and checked the filters, changed them twice because they were covered in paint as a result of their spraying. I was then requested to turn the A/C up because the team was hot, which I did. Alliance never once advised of HVAC concerns and in fact their actions made the situation worse by requesting the A/C be turned up. I had to replace all smoke detectors and contract to have the the internal blower and coils cleaned on 2 HVAC units, they were covered in paint. Spoke to the owner, refused to cover the $1100 cost to clean the A/C and replace the smoke detectors. The owner asked what she thinks could have been done differently. I was taken aback. It was their business and I would expect they are able to conduct in such a manner as to not damage customers property. Further she stated that other customers did not turn on the A/C, why wasn't I advise to do the same? Simply stated, my A/C did not require a cleaning to remove paint before Alliance painted and it did after they completed the job. The company makes a very large point of taking care of customer's houses, not the case. They were paid $20,000 to paint the house, damaged my A/C and caused all smoke detectors to malfunction needing replacement. Very disappointed they are nor not standing behind their work and expect a reimbursement. Contracting for a service should not result in damage.

  

  Business response

  11/30/2022

  We are sorry this has happened and we're saddened by this complaint.  We take these situations very seriously. 

   

  We were in fact contracted by the client to repaint their entire home, including cabinet refinishing.  The project started on July 25th, 2022 and was completed on August 3rd, 2022.  Due to the size of the project and the scope of work (ceilings, millwork, cabinetry), much of the project required spray application to complete.  

  We take great pride in protecting our customers homes and it is a key differentiator for **.  According to our records our crew allocated 3 working days to mask off and cover the home in preparation for painting.  I have attached a couple pictures to demonstrate what the home looked like during this process.   Work completed on August 3rd - This issue was not brought to our attention until November 19th (approx 4 months after starting work).  Based on the customers conversation with multiple Alliance personnel, he had his hvac contractor out to install an air purification system upgrade, due to a dust problem, and the tech found paint on the coils during the installation of that system.  

  Truthfully, there is no way to know how long the paint was actually on the coils as there is no proof (that I'm aware of) there was or wasn't paint on the coils prior to ** beginning work.  It could have been from a previous paint job, the original paint job, or it could have been from **.  There is no way to definitively say who is at fault for the dirty coils.  Lets assume the paint on the coils is from **.  Our thought process when we were made aware of this issue, and what we asked ourselves was, "what could we  have done to prevent this"?  We truly believe there isn't anything we could have done different.  We were asked to paint the house, we were asked to paint during the heat of the summer, and we covered the entire house (to include smoke detectors) with paper and plastic.   

   

  We feel bad about this situation and truly wish this wouldn't have happened.  

  Customer response

  12/05/2022

  Complaint: 18456524
  
  I am rejecting this response because:

  Alliance Painting offers an invalid response -- their statement "how could they have done the work differently." is shameful  I expect a business to know how to provide their service without damaging my house.  Further, they failed to respond to my point that other customers have not turned on their **** during the job.  This was a point they made to me during the discussion.  To make a statement that the paint could have been the in the system prior, perhaps from the original build is reaching for excuses.  Alliance advertises excellent customer service and taking care of people's houses.  The dodging responsibility is disappointing and not inline with their advertising.  My house was a fog while they painted.  Clearly the **** intake pulled in the paint.  The damage to my system is negligence on their part and the lack of integrity owning up to their mistake is regrettable.  The paint work was outstanding, but I have no faith in any of their customer guarantees.  Instead of standing behind their work, Alliance does not take responsibility for the actions of their team.  My HAVC required $1000 worth of cleaning and all my smoke detectors had to be replaced due to the paint fog created by their work.  It's a direct cause of the paint fog.  The absence of integrity and willingness to correct their mistake takes advantage of customer's good will.  

  Regards,
  
  ***************************

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