We should have walked away from this job Jack’s Ever GREEN Painting Corp. – JEP Jane Bakken, Owner Andrey Stepanchuk, Gen. Mgr. – GM Owner, GM, all crew have sustained highest level of professionalism in communication with Client throughout including listening, reminding Client of agreements, providing info and updates re protocol in repairs and payment. ‘Scheming and deceitful’ are Client’s own words, not ours. During bid with Owner, Clients were intelligent and personable sharing work done themselves throughout home. They told Owner they would consider budget and energy level in their decision. ‘Naïve’ is not a word Owner would use to describe either Client. In spite of all facts below, JEP is following through with industry protocol regarding repairs. As always, we remind crew members to maintain high standards of cleanliness during each job. Had Client spoken to Lead regarding a specific complaint, it would have been taken care of asap. This is a ‘first’ in Owner’s 34 yrs as a painting contractor and GM’s 10 yrs. We should have walked away from this job – WHEN Day 1, Client informs GM they had already done upper level after ACCEPTING BID verbally and in writing for both upper and lower levels. No communication made to JEP re same in nearly 1 mo between ACCEPTANCE and job start. Large discount given Client for both levels on Bid: ‘NOTE>Bid Reflects Work Contracted April, 2018; Discount of _______’ ‘SUBTOTAL Reflects Both Upper and Lower Levels Contracted April, 2018’ We didn’t - out of courtesy to Client. We should have walked away – WHEN JEP learned Day 1 Client purchased Emerald (50% more coverage) after JEP gave sizable discount for ProMar 200 ZERO VOC, 2 cts. Had Client mentioned, Owner would have informed Emerald used primarily for interiors of hospitals, med. clinics, etc. due to add’l compounds for sensitivities. In past 10 yrs. JEP has used Emerald perhaps 2 times while using ProMar 200 ZERO VOC in 1000’s of interior repaints; a highly durable, excellent paint. JEP would also have reduced paint allowance to Client significantly. We didn’t - out of courtesy to Client. We should have walked away – WHEN JEP while confirming actual glns. of paint purchased by Client for invoice purposes, discovered Client had purchased new paint sprayer with JEP’s large paint allowance, a fact they have yet to mention. Client claims they painted 4 ceilings, 16 walls, 2 cts with 3 glns. of paint; a professional stretch. We didn’t – out of courtesy to Client. We should have walked away – WHEN Final day, Client informs JEP: -He is not paying balance due even tho no complaints re painting -Has calculated %’s based on full discount given for ACCEPTANCE of full bid which Client did not honor -Amounts Client will pay themselves for painting upper level And more Recently – WHEN -Client changed mind from asking for repairs of 5 areas on floor on 5-25-18 to demanding entire floor be refinished -Did not include GM at mtg. with floor refinisher after GM specifically requested -Informs JEP to write check to him for refinishing of floor, not vendor JEP essentially has paid Client to paint home. Due to daily job contact with Clients, GM wanted to write detailed response: 2-3 days prior to job start, I receive multiple phone messages from Client wife asking us to bring ‘laundered drop cloths’, a specific kind of tape, and then another call before day’s end, saying she was ‘worried and concerned’ we had not called them yet. I informed Client we don’t ‘launder drop cloths, and in my 10 yrs., had never had such a request. She also wanted to know ‘how we painted – do we mask everything?’ When I explained our masking of specific areas, and not crown moldings or sides of drs, due to our having excellent painters skilled at freehand in such areas, her response ,‘No, you won’t - we don’t want any freehand work – we have very nice millwork and want straight lines.’ I didn't even know how to respond. In 10 yrs, I've never had a Client instruct me as a pro on how to do our job, and the job had not even started. She also instructed me on tape to use and to send only employees who speak/understand English. I assured her since I don't speak Spanish, and I communicate with all employees easily, then in my world, they speak/understand English. Day 1 - I deliver to job site all new drop cloths, tape Client wife had requested and Blue Tape 3M 2090 for hardwood floors - Considered 'delicate tape' used by contractors to protect floor finish with 14-day release; safe to be on floors up to 14 days without removing finish or disintegration upon removal. (Our tape was on 4 days). Day 1 - I asked myself ‘what on earth are we walking into?’ Client had masked good portion of downstairs mill work themselves which our crews had to redo in areas to avoid paint bleed. I instructed crews to use only 3M 2090 Blue Tape on floors, and PG5 contractor’s tape on overlapping paper. Instructions given and followed in front of Clients and myself. Day 1 - Client also informs me they had already painted upper level. I assumed since they knew they were changing bid already ACCEPTED by them in writing, they would also know same would be reflected on final JEP invoice and paid. Clients do subtract or add items during a project, however, have always paid re JEP calculations. During 4-day project, I was onsite daily checking in with Clients. There were no complaints from either. Day 3 – Client husband expressed concern that we were using less paint than he estimated or based on his usage upstairs, instructing us to use more paint, apply heavier coats. I explained to Client that since they had decided to use Emerald (up to 50% greater coverage), and since their walls were smooth, that if we applied heavier coat, it would result in paint runs. I opened 5-gln. bucket and showed Client that it had 2 glns. remaining. He apologized saying he thought it was full. Final Day – Project Lead calls telling me Blue Tape 3M 2090 was pulling up floor finish in certain areas. Next day, I met with Clients who showed me 4 – 5 places with 1 – 1, ½” wide of varying lengths where Blue Tape had removed top finish coat. I was surprised in that we had used this ‘delicate tape’ with 14-day release. Client agreed, acknowledging that he had seen crews use Blue Tape on floors. Client said, ‘If we knew this was going to happen with Blue Tape, we would have told you not to mask the floors and just use drop cloths.’ I explained drop cloths are risky on hardwood floors, slipping easily and reducing efficiency and safety. (Owner also has used same blue tape on 100’s of paint jobs, mostly high end homes, from 1984 to date, with not one instance of floor finish removal.) At this time, Client in no way suggested that JEP should be repairing the floors. Final Invoice – Client didn’t agree with JEP final invoice. As I listened, Client had made up his own invoice based on calculations including the sizable discount allowed for both upper and lower levels being done by JEP. I explained for some 40 mins., even showing Client our white sheet for bid, our bidding system of hours per wall/ceiling according to each room. Client had no interest in listening. Before leaving, I said to Client that I was at a loss in that I’d never had a client dictate balance owed. Same day, Owner and I had conference call with Client husband, May 25th regarding same. Owner and I listened, then Owner explained that Client calculations were ignoring the revised bid they had ACCEPTED verbally and in writing. They were also ignoring the large discount given for JEP doing the full job, which Clients had not honored. Client also informed Owner and GM amounts they were paying themselves to do work in upper level. Even so, Owner made it clear that since Client were satisfied with the painting, that balance due would be expected in our offices asap. Regarding floor repairs - Owner assured Client JEP had reputation for taking care of reasonable damages, and would follow industry protocol in determining our responsibility, and would honor same. Owner clarified that floor repair was a separate issue from balance due to JEP for painting. Same day, Owner and GM sent written email recap of conference call including assuring Client that we would honor our responsibility regarding same. Also a reminder that balance in full would need to be paid asap. June 7 - GM sent email responding to Client’s email wherein he asked for check in $___directly to him for refinishing of whole floor. GM spelled out details of industry protocol for repair of damages, checks being paid directly to vendor, not client. GM informed Client, since balance had not yet been paid in full for painting, that the full discount based on full job being ACCEPTED but not honored by Client would be withdrawn, and a partial discount offered. Payment would be due by June 15th, now a full 3 weeks following initial due date. GM met with Client at home again wherein they discussed mutual surprise at Blue Tape causing finish to be removed. GM asked Client to set up meeting with their hardwood contractor at which he asked to be present. No email or phone call made to GM regarding same; only info from Client that They had met with hardwood contractor. Client wife did present ‘theory’ regarding finish removal – Perhaps our crew did not understand English and had used PG5 tape instead. This contradicting previous Friday’s conversation when Client acknowledged observing Blue Tape being applied by crews as requested.