Five Star Painting of St. Charles

"Dorothy, It pains our family to have our first bad review in over 3 years of business. We did everything we could to try and make you happy. Your walls were in horrible condition and we are very happy with how the walls looked when we left. Everything that was lined out at the time of the estimate with Justin was placed into the work order that is given to our guys. They did a phenomenal job and fixed everything that was called out in the work order and that you and Justin discussed at the time of the estimate. Justin also took pictures and videos pointing out the drywall work you guys had discussed so there would be nothing lost in translation from our sales team to our production team. You signed the contract acknowledging the repairs to be done and we did just that. Within the contract that you signed it specifically states anything not listed below is not included. Josh and Justin discussed the two drywall seams on the stairwell with you and you had stated that you didn't want to pay to have those fixed. Therefore, we did not fix those. The nail pops over the fireplace that I believe you are referring to, you stated we didn't need to fix or paint that wall because you were tiling it. The light switches: The color you chose was very close to the color that was previously on the wall. Because we use water based products that paint would come off with the swipe of a fingernail. It did not. I too thought it was our paint until it was brought to my attention to look closer. Sure enough, it was the previous color from a past paint job. The paint on the shoe: My guys made some mistakes here. He did spill a little and proceeded to step in, then drag it around. Josh saw it on his shoe. We apologize for this inconvenience as this is unacceptable. The floor should have been completely covered and it was not. That was mistake number 2. Luckily, like mentioned before, these are water based products and warm water and a rag brought it right up. I truly apologize for this inconvenience. The original crew asked to be replace because of how you made them feel. I didn't hesitate to get another crew in there because I wanted a good job done for you, as I would for any of my customers. You refused to let us finish our work on two separate occasions and told us you needed a break. Which turned your two day project into 12 days. In order to accommodate you, we adjusted our schedule several times. When Hank and myself (Josh) showed up to take care of the additional drywall work you said was unfinished (and not called out in the videos or contract that you signed), there were small pieces of tape everywhere as if you stood 1/2 an inch away from the wall with a flashlight. To the extreme that there were two pieces I pulled off and asked you, "What issues are these marking?" You replied, "I must have just stuck some tape there." and proceeded to pull them off an wad them up because it was confirmed, they weren't marking anything and apparently there for dramatic effect. In this same visit, you asked me (Josh) if I would just take money off the quote so you could hire someone else for the additional repairs not discussed at time of estimate. I did not agree to the amount you requested which in an attempt to satisfy you, I proposed $200. You accepted. This was not my proposal as we were there to fix things outside of the scope of work in which you agree originally. But as is every customer, we will do almost anything to ensure their satisfaction. Even if that means doing a little extra work. Dorothy I truly am sorry this is how your experience has been, but I'm very proud of the work my crew did."