Alliance Painting

"We truly care about producing a quality paint job and top notch customer service for all our clients - this project was no different. I am delighted to respond to this review as there are two sides to every story. There are many challenges to any business, one of our challenges is making an already imperfect substrate/surface look perfect after we paint, especially on 20+ year old homes. The clients claim that I didn't deliver on detailed prep work is false - when I say we're detailed in our prep it means we'll mask off windows, brick, shrubs, and prep (scuff sand) the substrate properly for paint to adhere, which was detailed out in the contract and is what I provide in every bid, and is what I delivered. Never do I say were going to sand the grain or knots out of the wood trim as that's impossible and not a reasonable expectation. When conducting the final walk-through, the client expressed dissatisfaction with the appearance of knots in the wood - they never expressed to me or my crew that they expected us to sand to that extent - I would never agree to that. With regard to the wrought-iron, the client expressed dissatisfaction with the sheen of the paint - she asked and approved for Gloss, which she said was too shiny after application. There wrought-iron was in bad shape. We used a wire brush to remove rust, spot primed rust areas, and painted it. We can't do much with the areas where welds appear (client thought the paint was bubbling in these areas). We made another trip out several days later to rectify a few light spots to satisfy the client. The change order the client refers to ($500 charge) was approved by the client. We were contracted to replace the porch ceiling sheets that were sagging and warped. Upon demo, the framing of the ceiling was laying on top of the porch ceiling (causing it have the sagging appearance). This was something nobody could foresee - it entailed purchasing quite a bit more lumber and labor to fix as we effectively re-framed there porch ceiling along with the contracted sheet replacement. We fully communicated the change order and had a documented approval before the additional work commenced. I would argue that there house looked great when completed and I stand behind the paint job. I admit I did become upset with the client, but i never raised my voice or acted in an unprofessional manner. She was belittling my employees and there work in front of us all. I care about my people as they do great work and provide a high level of service. When she began yelling and being disrespectful to us, I stood up for my people and basically said we "we're done here" and informed her that she was being very insulting. At that point I knew there was nothing I could do to satisfy the client so there was no point in continuing. I'm not surprised by her review of my company as she did threaten me with this. I never demanded payment, when I informed her that we were done, her husband politely said"

"This client created the delay in completion. We had a documented authorization from client to paint the lentils black. It wasn't until after completion that the client demanded we paint the lentils the same color as the house (beige), which required 4 coats to cover. We paint lentils black to make rusting unnoticeable. Even though we were not obligated to repaint the lentils, we did it to satisfy the client. For perspective, the client was angry when my employee called ahead to communicate expectations/timelines for the project - most would appreciate the gesture. I stand behind the quality - I quality check every project. Ryan Owner"

"Our earnest and sincere goal on every project is 100% customer satisfaction - we hate to see a client who is unhappy and we do whatever it takes to rectify any concerns of our clients. During the initial consultation the client was not clear with what the specific scope was, making this very confusing for both parties. Due to a faulty foundation, there were a lot of drywall repairs required, which we were contracted to repair along with paint. In some areas the client asked me to "touch-up" said repairs to save money, while others she asked we paint the entire wall or room. I never recommend doing touch-ups on any project as it's inevitable those areas will be noticeable (blotchy). I specifically told the client this would happen if she chose to do touch-ups. In that respect, I can agree that the quality could have been mediocre due to the nature of touch-ups. As we worked through the project, the clients real estate agent stopped over periodically to check the progress. She noticed the main ceiling (an area the client specified she only wanted us to touch-up due to the expense of painting that large of a ceiling) downstairs would not look good with touch-ups over the drywall work we had done as it would be noticeable - she recommended we paint the entire ceiling to achieve uniformity. We fully communicated the real estates recommendation to the client over the phone, provided the additional cost, and had a documented authorization from client to proceed before the additional work commenced. This was the only change in price from what I originally quoted. I have a standard procedure (policy) that we follow for all change orders which was executed here. The real estate agent and I stopped over to the property at the same time the afternoon we finished the project. She expressed her excitement of the quality of our work and asked me for business cards to hand out to her clients and colleagues. We started this project on a Wednesday morning and completed the project Friday evening, effectively meeting the documented timeline of 3-4 days. As with all technology, it works great until you hit a glitch, which was the case here. We adjusted and kindly asked for payment the following day. We never received a response so I kindly asked again two days later and payment was processed that day. Admittedly, the timing of the final walk-through with the client could have been coordinated differently and was a key learning event for us as we completed our close-out here after 7pm. In 360 Painting's culture, we adopt and support Continuous Improvement. To achieve that, we have now implemented a policy that doesn't allow for walk-through's after 6pm, unless client specifies otherwise. We now will simply push the close-out to the following morning. Lastly, the client did inform me of her disappointment of the clean-up the following day. I offered to send my crew back to her home immediately, at my expense, to rectify any and everyt"

"Thank you for your feedback - I'm sorry to hear you didn't have a good experience with us. In response I will say that we never "lend" our painters to other projects. Unfortunately, what can happen at times is people get sick or have family emergencies that require them to leave town or take a couple days off to recoup from an illness - creating this perception. If we have a 6-man crew assigned to two projects and this happens, we are short painters and have to push forward with the painters we have to finish both projects. Our timelines are always estimates/projections - my estimated timeline for this project was 7 days. We appreciate all feedback from our clients and will definitely use your experience as a learning event. Thank you for your business!"