ComplaintsforAllen Wrench Handyman & Renovations

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  09/15/2023 I contact Allen Wrench to get a quote for sanding, priming 1 coat, and painting 2 coats on for my kitchen cabinets.09/21/202023, they sent a quote showing 3 *********** being applied (1 primer and 2 paint)10/04/2023 they began work and finished on 10/05/2023. During this time, they did not perform work or use materials that they charged me for (some of which they credited back), they also didn't properly tape and cover off the cabinets, causing all of my pots, pans, dishes, appliance, etc to be covered in sawdust from sanding (they did not perform or offer clean up). When the painter said he was completed with the job, I asked him about only applying 2 coats, when I paid for 3. I found out that they did not use a dedicated primer as a base for the cabinets. Instead, went the cheap route (unapproved by me) and bought a hybrid paint and primer, that is a far inferior product and only applied 2 coats. As a result, the quality of the work was terrible. The wood grain and color showing through in a lot of areas. Because of this, the painter thought it would be a good idea to do touchup with a brush and roller, while everything else had been sprayed. A sprayer leaves a nice smooth finish, and his brush work left lines and streaks in the paint, while his roller finish left a matted/leathery look to the finish. So, the cabinets looked terrible with 3 different types of looks and still terrible coverage to hide the color and wood grain underneath.The owner of Allen Wrench and I went back and forth over it, refusing to accept (or credit) that I specifically request and they quoted 3 coats with a dedicated primer. Finally they came out look at the work and agreed is was not good.They sent the painter out to redo the work (which I believe was agreed to apply another entire coat), instead the painter only touched up a few areas and it still looks bad. It was reported back to the owner and said they would follow up and I haven't heard back in 3 weeks.

  

  Business response

  01/29/2024

  ************* is a repeat customer. We handled an insurance claim project last year for one of his investment properties. He was impressed with our services so he requested us to paint his Kitchen Cabinets at his personal residence. ************** assertion that he did not receive 1 priming Coat & 2 paint Coats is unequivocally false. We used a Behr Product that is paint & primer in one. We applied 2 coats of that product to ************ which is equivalent to 2 coats of primer and 2 coats of paint. This is more than equivalent to 1 coat of Primer and 2 Coats of Paint. ************** was provided with a material data sheet from the manufacturer showing that **********************' assertion that a "cheap"  & "hybrid" product was used is absolutely false. The product used is high quality and comes with a limited lifetime warranty. **************' assertion that the area was not properly prepped is also false. ************* was advised to remove everything from the cabinets while the work was being performed to avoid getting dust or paint on any of his items in the cabinets. He elected not to take this step. He was also advised this was a 2-3 day project. When our painter arrived on the 2nd day to continue working he advised that ************** had moved and tried to re-tape much of the plastic that was used to cover the items in the cabinets. ************* assertion that we agreed that the cabinets looked "terrible" & not "good" is again false. **************' initial complaint was that we did not apply 1 primer coat & 2 coats of paint. When that was debunked by the manufacturer he then moved on to attacking the quality of the work. He also advised that part of the quoted work to install a 3'x3' piece of sanded luan plywood on the side of the base cabinet was not done. We verified this with our painter who advised that ************** had decided against it. We immediately credited him the cost of the material and labor for this portion of the work. He still refused to pay his final installment for the completion of the work. He maintained that he should receive a larger discount. He was advised that he had a warranty and that any legitimate issues would be handled. I, as the owner of the company, went out to personally meet with ************** & review the work that was performed. I found no significant issues with the work performed. I provided him with a paper copy of the manufacturer data sheet at that time showing him that the product used was in fact a high quality product that was equivalent or exceeded the 1 primer coat & 2 paint coats. I agreed to have our painter return to do some minor touch-*** on the front of the kitchen sink base cabinet and caulking of some areas where the cabinet joints were separated (This was not part of the original scope of work). I noticed an area under the stove hood vent that hadn't been painted that ************* had not noticed. I told him that the painter would take care of that as well. ************** expressed gratitude for the fact I pointed it out before he noticed it and agreed to take care of it. At no time did I agree to have our painter apply another entire coat of paint. It was not necessary. **************' claims of inferior work are also negated by the fact that he tried to solicit our painter to do additional work for him and pay him directly in order to get a cheaper price. If you need any further information please do not hesitate to call me directly on my cell listed below

   

  Thank You 

   

  **** Allen

  Customer response

  02/13/2024

  Complaint: 20861817
  
  I am rejecting this response because:
  

   

  Being a repeat customer does not mean I was impressed with their work.  Frankly, contract labor for such a small job is hard to find and I was struggling to get responses from companies that specialize in painting.  I had previously told Allen Wrench that their work was satisfactory, and that is documented in email with them and that I only accepted their prior quality because it was an investment property (vs one I live in) and I was selling it, so the results were good enough.
  I specifically asked for 3 coats (1 of primer and 2 of paint), Allen Wrench wrote a contract for 3 coats and called the types out separately.  I did this because they used the same product on the prior job and I was not completely satisfied with it, so I was very specific on this job.  When the job started they switched it on me without telling me and applied 2 coats of the hybrid product. They tried to tell me that 2 coats of the hybrid product actually equals 4 (2 primer and 2 paint), which is not just a lie but the industry expert reviews of hybrid products are far inferior to dedicated primer and paint products. In no world does only 2 coats of any product actually meet the 3 coats I contracted and paid for.
  After raising this complaint to Allen Wrench and debating it, they agreed to come onsite and review the work.  They then agreed that the product results and work conducted was inferior and they asked what it would take to make it right, he was actually quite surprised at how many problem areas there were with the work and product.  He took a bunch of pictures (which no one would do if there were no problems).  I told them I would compromise (vs starting the job all over from scratch) and accept a full 3rd coat (like I paid for) of their hybrid product.  The owner of Allen Wrench agreed.  However, when they sent their painter back out, they only painted a couple drawer faces and 5 cabinet doors.  I said something to the painter and he told me I would have to take it up with the owner and left.  When I tried to raise the issue with the owner, he never replied to me again.  Nearly every single point that Allen debates below is a lie and just terrible that business is conducted this way.  I own and manage many rental properties and I have worked with a lot of contractors, however none that have been this dishonest.
  In terms of preparation, at no time was I ever informed to remove anything from the cabinets, only the drawers.  I even personally asked the painter and he said not to because he tapes and paper masks all the cabinets.  However, he covered about 2/3rds of the cabinets and just stopped and didnt do the rest.  When I asked about it after I saw what the result was, he said sorry, I forgot to finish.
  At no point and time did the painter ask me about the 3x3 Laun piece, which the owner told me was required for the paint to stick properly.  I was charged extra for this piece and when I noticed that the painter had done the job and not put it on, I asked about it and he told me that it wasnt needed.  I did not decline using it, since I was paying for it I believed I should have it and it was the painter that opted to not do it, in fact he said he didnt even have the materials to do it.
  I asked Allen Wrenchs painter upfront when he arrived at my house if he does side work on the weekends.  To which the painter said yes, as stated I have other properties and always need some kind of work done.  This question was posed to the painter before he ever started work and I saw the quality of his results, after which I would never use him again.

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

  

  Business response

  03/13/2024

  Good Afternoon, 

  Let's start with assertion #1

  -"I was not impressed by their work" After reviewing this with our painter who worked on ************** previous project at his "investment property" this is unequivocally false. Our Painter was highly praised by ************** at the conclusion of that project as well as our other technicians who worked on his property.

   

  -#2 "they switched the product without telling me" Again unequivocally false. There was no agreement on a specific product to be used. As stated previously the product used is a highly rated product with a Limited Lifetime Warranty. ************** was provided with scientific proof from the manufacturer material data sheet that 1 coat of product was in fact equal to or exceeded 1 coat of primer and 2 coats of paint. ************* cabinets received 2 coats of the "highly rated" paint in primer product. 

  - #3  "industry expert reviews of hybrid products are far inferior to dedicated primer and paint products" Again unequivocally false. Please provide your industry expert that refutes actual Scientific Research to the contrary as provided in the ************* Sheet that was provided to **************

   

  #4 Unfortunately being required to complete this in 30 minutes or less requires me to abbreviate the remainder of this response. Our Painter is willing to provide signed affidavit that ************** in fact attempted to solicit his services after completion of the painting. Again an unequivocally false statement supplied by *************. I ************ Allen Owner of Allen Wrench Handyman personally went out to meet with ************** to look the project over after completion. His assertions that I acknowledged it was a bad or terrible job is absolutely false. There was never an agreement to provide a third coat. Again an absolute false statement. ******* was instructed to return to do touch-**** In fact the painter performed more work than was agreed to on the touch-**** ************** assertion that I or any member of our team lied is again unequivocally false. Please contact me immediately if further documentation of these false statements are required.

  Customer response

  03/14/2024

  Complaint: 20861817
  
  I am rejecting this response because:
  

   #1 The painter was not highly praised, which is why I specifically called for my contract to call out in detail how I wanted the work done.  That is documented in email. 
  #2 and #3, There was a contract that specifically calls out primer and paint separately because I was not happy with the finish quality of the first job for my own house, but since I was selling the prior home I didnt make a big deal out of it and I made that clear too.  Manufacturer is not scientific proof, if nothing else its inflated to market their own product.  If you want facts, there are tons of industry experts online that clear state and show how and why a hybrid product is inferior and typically only used to save money.
  #4 If that is the case then your employee would be lying, as are you.  I asked the painter the day that he started the project (having no idea that he was the same guy that did the prior work) if he did side work in his spare time.  It was a simple inquiry, which also had no insight as to how poorly this job turned out also.  It was not after the project was complete and you know that because you contacted me DURING the project to ask me not to try and get your employees to do side work.  **** did come out and inspect the work, took pictures of all the sub-par areas and noted the **** finish quality with the visible variations in spray vs brushed vs rolled areas leaving the finish highly inconsistent, the lack of coverage (being able to see through the 2 current coats), missed areas to be painted, etc.  

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

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