At the outset, it is important for me to shed light on the sequence of events that triggered Member’s negative review of our company’s services. The work on Member’s project was completed at the beginning of March 2011. There was a small project which the Member’s requested be postponed and be excluded from our original scope of work at this time. In spite of the many challenges on this project, the work was completed to Member’s stated satisfaction. Member and I agreed on the credit amount for the work not performed yet and settled on the balance due. Being faced with the prospect of having to go back to the Member’s to do that small project, I had to think deeply about the serious issues we encountered in managing this client relationship. For only the second time in my 22 years in business, I decided to decline doing further work for this client, due to the lack of trust and respect shown to us as a company and as a team. I gave this decision considerable thought, because I was concerned that my letter could anger Member and trigger an attack on me and my company. The letter I sent to Member was received on or about March 22d. Member’s negative review was posted on Angie’s List on March 28. It is my conviction that, had I decided to not send the letter to Member, there would have been no review on Angie’s List. I say this because we went beyond the call of duty in ensuring Member‘s satisfaction with all work performed on his project. I will now address the issues raised in Member’s review. First, Member disparages our company in a number of ways that are completely inaccurate. He mentions ”claims" made by me as to the quality of our work or that I was somehow representing our company as something it was not, or that awards received were somewhat arbitrary and out-dated. To be clear, there were NO "claims" made - only facts about our abilities, our past training, our commitment to standards, our long-time employees (no sub-contractors), and lastly, about the awards and honors industry organizations have bestowed upon our company. In fact, Painting in Partnership (PIP) has won more achievement and craftsmanship awards than nearly any company in Chicago, past or present – awards that are based on high achievement and dedication to the craft. Also mentioned was the fact that Member feels he hired our company for a "premium price". Clients of PIP hire us not for the low price, but for the high standards and amazing finishes we provide. They also find our rates are very compatible to other professional painting contractors working in the Chicagoland area. Now, if we are being compared to an uninsured, untrained painting contractor one might hire off a bulletin-board at the super market, then Member's characterization of our rates as "premium" would be accurate. Otherwise, he paid what any homeowner in Chicago would pay to hire a professional painting contractor. A big issue for both Member and for us was the wallpaper removal. I stated to Member that our company’s policy is to do wallpaper removal only on a time and material basis because of the many unknown factors associated it. Member insisted on a fixed price for this work, and would not allow the project to move forward otherwise. We reluctantly agreed. And the reason for Member's insistence on a fixed price quickly became apparent. Unknown to us, the Member's had the same wallpaper removed previously in an adjoining area, and they were well aware that the paper was improperly installed and would cause extensive damage to the walls during removal. In his attempt to save money, we felt Member not only hid the problem from us, but seemed intent on passing on the cost of solving his problem on to us. As soon as we started to remove the paper, the hidden issues surfaced. Upon discovering them, I Immediately contacted Member to discuss the situation with him and we mutually agreed to an increase in the hours needed for the removal. “Cutting corners” was not an option we considered, because it would impact on the end result. Despite the increased investment, PIP still ended up "donating" an additional two man-days of labor to the Member's to repair the walls in a proper manner (which came out beautiful, by the way). Next, Member talks about preparation of painted surfaces. PIP follows a very regimented and strict process for preparing wall and trim surfaces for painting. In fact, as the owner of PIP, I've helped develop national craftsmanship standards for this type of work; standards that are used by companies across the country. Additionally, we follow the PDCA (Painting and Decorating Contractors of America) Industry Standards for properly painted surfaces, which are used by designers, architects, and large and small painting contractors everywhere. Please understand, standards are just that - they define what an acceptable surface is and what is not. No surface is perfect. Defects can be found in any piece of trim or wall surface you look at, if you look close enough or use enough light to illuminate it. Member's surfaces were prepared to meet those high standards. We didn't contract with him to create "mirror-like" trim or wall finishes (and yes, we can do that, and sometimes are requested and paid to do it). The pressure put upon us by the Member’s got to the point where I had to call an emergency meeting with Member to reset the expectations to an appropriate level. I made the point that, unless we could agree to a reasonable standard, I would have to withdraw from his project. To make my point to Member, I asked him to pick any In conclusion, I would like to say that it is never our intent to leave a client relationship with any hard feelings. And this situation was no different. In over 22 years of business, I've only "fired" two clients (this being one of the two). We work extremely hard to deliver an amazingly exceptional product to everyone we work for. Our employees are hardworking craftsmen that who take pride in their chosen profession. And as the owner of the company, I take personal responsibility in making absolutely sure our clients are thrilled, each and every time. Regrettably, in rare instances, that cannot be accomplished, in spite of our best efforts to preserve the relationship. My hope, in you reading this, is for you to have a better understanding of this unfortunate situation and to realize one simple thing: that we take our reputation, forged over two plus decades of service to clients, very seriously. Further, I would ask that you talk with us and make up your own mind about our capabilities, dedication, and commitment. I think you will like what you find. - Mario Guertin, Owner, Painting In Partnership, Inc.