Master Touch Painting & Restoration, Inc

"Firstly I would like to correct the dates in this customers review. We painted his home in 2013 not 2015 with a 4 year painting warranty which means the warranty originally ended on 5/9/2017. I could go back and restate all the communication we have had with the customer via phone and email but as we are now 6 years on it seems a mute point. What I would like to make clear is that in 2015 I did go out and meet with the customer after he made us aware of some peeling areas, we did a thorough walk around the home and I showed him that the paint that was peeling was because the wood underneath was bad. I told him that that was not covered under the warranty because the issue was with the wood not with the painting however as a courtesy I agreed to touchup these areas and I extended the warranty for another two years while being very clear with him that if the same problem occurred again it would not be covered and the customer signed this. As expected the same problem did arise again. I did visit the customer's home with our Sherwin Williams representative not because I did not want the customer to be home ( I would have preferred had he been there as the information he says the rep gave his wife is totally inaccurate) but because I had been waiting for a couple of weeks for the rep to be available when they called me to let me know they had an opening I rearranged my schedule so I could go. The rep agreed with my assessment that the peeling and bubbling was due to delamination which is when the wood is damaged and the separation of the wood fibers causes the paint to peel. The only way to fix this issue is to replace the wood underneath. It has nothing to do with the paint, the preparation work or the method of paint application. If that was the case the issue would have been all over the home and not just on the one side that gets the most exposure to the elements. Repainting would not solve the issue, the areas will continue to peel until the bad wood is replaced. At this point there is nothing more I can do. We do carpentry repairs and can replace the wood but honestly I do not wish to do any further work for this customer as he just does not seem to understand that the issues with his home are due to poor maintenance prior to when we painted. We did everything correctly in relation to prep work and painting , I had the Sherwin Williams rep go out so that he had a second opinion. I touched up after the first instance of peeling which I did not have to do. I have explained in detail now on numerous occasions to the customer that the issue is with the wood."

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"Thank you [removed member's name]- unfortunately the weather this year made scheduling very difficult . We appreciate your business. Thank you Frehier Vargas"

"We would like to reply to this customers review and address the comments which have been made. The customer states that her electricity bill was 4 times the cost of the previous bills amount and says it was because of our sprayer. The power required by a sprayer is the same as using a radio and the power is only used when you have your hand on the trigger which would in no way account for such an increase. In relation to the pressure washing I do not know of any painting company that brings their own water to do pressure washing and again the usage would not be a huge amount. We have been painting houses and pressure washing as part of the preparation work since 1993 and nobody has ever complained about their water bill - not once! The additional cost was for re-glazing the windows. The house is over 100 years old and all the window glazing was gone, we discovered this during the preparation work and brought it to the homeowner’s attention and got her approval before we did the additional work. This was to allow proper adhesion of the new paint and also to prevent heat loss in the home. We did a final inspection with the customer and took care of some touchups straight away – the painters are only human and there may be misses due to things like stopping to get more paint or even the way the sun is shining. We give a five year warranty on our work and if the customer had called us back to let us know that she found some misses – we would have taken care of them without problem – if she did not notice them during our final inspection then you can see why a painter could have missed them also. Our estimate stated “Previously painted areas” and then listed all of the areas that were included. The banisters were not included as an oversight by our estimator however the customer never brought it to our attention before she signed the contract and we did paint them at no charge. The screens were also not included as usually the screens are metal or vinyl and so they do not get painted. As this is an older home they are wooden screens and as the customer decided to change colors they then needed to be painted. The column was painted where it was visible – we cannot be responsible for removing bricks that should be moveable. Our painters work hard and yes they did sit at the outdoor table to have lunch – I apologize if this was upsetting usually it is not an issue with the homeowner, and yes they are painters so they do not wear clean suits to work but there was no damage whatsoever to the furniture that was well used and very old. In relation to the house – yes the pressure washing was done at the beginning of the job however paint brushes and rollers need to be cleaned on a regular basis throughout a job and for that you need water, this is the case on every job and again has never been an issue with a homeowner. As you can imagine all the “Issues” mentioned in this review came as a surprise to us, when we did the final inspection the customer was happy and paid the final balance without issue. We are disappointed that the customer feels they have had such a negative experience with us and we feel these comments were not justified."

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"Hello [removed member name], I am very surprised and disappointed to see this review.We did a final inspection with you and there was no mention of any of the above concerns. I advised [removed member name] when we did the estimate on the exterior that we do not usually do touch ups only full painting services because you will be able to tell the difference between the old and new paint and the exterior area was very faded due to sun exposure and low quality paint- he agreed and said that he was more concerned about protecting the areas that had been exposed due to recent construction and did not want to paint the entire area - just touch ups. The reason I took the sample from another part of the house because the paint on the porch was faded and chalky and the paint store cannot do a computer match on a sample like that. In relation to two areas of sloppy painting - they guys covered everything with plastic when they were working and you never mentioned this while we cleaning up or when we did the final inspection. I am not sure what you are referring to on the "not sanding damaged wood before painting" either , again nothing was mentioned during the inspection. The reason why we do final inspections is to ensure that the customer is 100% happy before we leave but if the customer acts like they are happy with the jobs and pays there final balance without any problems we can only assume that the customer is happy so I am sorry that this not the case. You know you have a two year warranty on the interior work . In relation to the exterior work there was no warranty because we do not usually do touchup work for this exact reason - it never looks 100% - as I explained to your husband however I am more than happy to come out to touchup the exterior areas again if you supply the paint and your color selection as I showed you the color sample before we applied it.Honestly the only way it is going to look good is if you paint from break point to break point which I had advised your husband in the beginning and this way you would also have a five year warranty from us and a 25 year warranty on the material against peeling, fading, chalking and blistering. If we need to clean up any paint or address any other issues we can take care of that too now that we know about it.Please contact our office once you have an exterior color selected and we can get you back on the schedule. I can assure you that if we knew about these issues during the inspection they would have been dealt with before we left your home because our goal is always to leave our customers 100% satisfied so that they will entrust us to take care of their homes for years to come. I would hope that having read this explanation and calling us to come back out you will reconsider the grade you have given us and the hard work the guys put in on your home including making the extra effort to match the three different colors of white on the interior trim of your home so that you wouldn't have to paint the doors, only the frames as you wanted . We really care about customer service that is the reason we have been in business 21 years. It doesn't matter how small big or small the issue we take pride in our work and we want our customers to be able to take pride in their paint job. We look forward to hearing from you so we can address your concerns as soon as possible Sincerely Frehier Vargas Owner"