Response from Sun Painting Texas LLC
We did a very poor job of setting this member's expectations. She had just purchased a home and contracted us to paint some ceilings and trim including cabinets in addition to the walls which were covered by the coupon she purchased. All the enamel in the house was extremely poorly done when she bought the house; brush marks, trash in the paint, rough areas, etc. We indicated that we would be able to make the enamel look good, but we did not define good. We meant "good" as in industry standard--it would be as good or better than any DFW builder would deliver. (Remembering that the finger jointed, mass produced woodwork in this market is not the same as say what some Boston, union carpenter would accept.) This member was expecting "good" as in furniture quality. That's not feasible since you know how much a single item of furniture costs. Imagine multiplying that cost by the number of doors, drawers, casings, etc. which are in any given home. We stayed for 3 extra days then went back for two additional days doing nothing but working on the original defects. This was not included in our bid and neither was the customer charged for the extra time. It is our company policy to make it right by the member. Unfortunately, that may mean extra time spent on the job. I apologize if that inconvenienced this member. The last issue is that of one of our painters going through her dresser. This must have been a matter of her seeing something but coming to an incorrect conclusion. This was Dario's cousin. Dario is our foreman who has been with us for over 7 years. We brought his cousin and another worker, also a family member, to help with some of the odds and ends, hoping to speed up the job. They were moving the members furniture back into place in the master bedroom. I believe he was just finishing moving the dresser when the homeowner walked in. He never saw her and, when finished adjusting the dresser, went on to the next room. I have never had any problem with employee theft. Never. Further, if I though some one was going through my stuff, and I bet you feel the same way, first I would send every member of the crew away. Then I would call the company and tell them to cease work and settle the accounts. Then I would call the police and file a complaint. We did not even find out that this had happened for weeks. I really don't know what else to do here. Any way, we stand behind our work and will meet all reasonable expectations. I appreciate the patience of this member and hope that she knows that she truly has an outstanding product, given the "pig's ear" nature of the original work.