Response from NewDay LLC / NewDay Painting
CORRECTION: work was completed May 2014 ....not February 2015 I called this person directly on 2/26/2015 about a job done in May of 2014, and we had a 30 minute friendly, respectful, and honest conversation. We both talked about our estimate, contract, and expectations of the work myself and one of my experienced crew members did for her. She said in an Angie's List message center dialogue on April 17 she found me to be ...' I find you to be the best fit for the type of person I am looking for to do the job. You are knowledgeable,nice and honest'. Also, she said she wanted to schedule in May. At the time, she had also recently lost her husband and we talked about that for over an hour together. I truly wanted to best job done for her. My biggest concern and question was asking her why she did not allow us to make sure she was happy about this job?!? I lamented to her that we have a long history of very satisfied clients and that if we had only known her concerns we would have stayed to make sure she was happy. She told me she had focused on the few negative parts of the job and it affected the over all grade. I did remind her she told us she was very pleased with our work again. I know that she felt badly about her failure in not letting us know and she admitted that with regret. I did remind her that during the course of this particular type of work,(explained below) that I always asked her to give us HONEST feedback on whether she was happy with the progress and job we were doing. As with any client we have done work with in the past, EVERYONE remembers that we constantly ask if they are pleased with our work. I did tell her I considered her saying 'IT LOOKS GREAT GUYS...I'M VERY HAPPY" to be honest when she said it. I went thru each of the grades she gave me to sincerely talk about them because I do care. And, I never pick anyone to have a less than "A" experience. I think she trusts that about me. She admitted that she was too harsh in the grading and she focused on the things she found to be not to her liking or assumptions / remembrances about what happened having not talked with me about it. The things we discussed were the reoccurring crack in the ceiling due to ice damming, the paint on a fire/ smoke detector,a paint drip on the front door, and the perception that one of my team was not working on the project. Each of those concerns and discussions I will explain. First, I want to explain what we contracted to do. We scraped an entire 14' vaulted, angled, Living Room and Kitchen ceiling of the popcorn texture, oil prime, and plaster skim coat to a smooth flat surface,latex prime and two top coats of a blue color to match the walls. It was explained to be a very messy, challenging job to complete. Also, the walls were to be painted and repaired as well as water damage to two sky lights. our estimate was for about 6 to 7 days of work. It actually took 10 days because it is a very challenging job. Walls were plastic-ed off in two sections so she could get into her kitchen as well as watch TV when she got home from work. Some days were shorter in scope due to letting the skim coat of plaster dry before sanding it smooth. This is normal. Most days we were there between 8:30 and 9:00am, lunch between 1:30 and 2:30 and ended the day around 5:00pm As for PRICE: I'm not sure considering the scope of work and difficulty level. There is a reason it is hard to find someone with our expertise. Most contractors won't do this kind of work. We charge below a standard $40.00 - $50.00/Hour price for most jobs of any difficulty ??? As for QUALITY: Before we started this project, she told me that she was dealing with a foundation water problem. That is when I explained I could not guarantee the cracks in the ceiling and/or walls would not return. The power to stop that is for someone other than a painter to stop. In her case they came back in a couple areas. As far as paint on the door and fire/smoke alarm of course I take full responsibility. No one would expect less if I knew about it to clean it off and or replace the alarm with a brand new one if needed! As much as any contractor tries to not make one mistake....we still do. Tell us about it or so we can make it right...or....forgive us. As for RESPONSIVENESS: I came out, gave an estimate, came back to sign a contract, and was honest about a start date in my schedule, started the job and finished all with in 3 weeks. Maybe someone can explain which part of that process is not responsive? As for PUNCTUALITY: She told me her perception of one of us not being at her home when she got home between 3:00 and 4:00pm everyday lead her to believe that only one person was working. I have the exact record of our times, hours each day and dates as well as the receipts for supplies. We need to send one of us to purchase supplies many times during the project. This does not mean that this is not part of our work. But, I can understand how someone would wonder if it is work. Unfortunately, all aspects of the job must be included in the labor costs and I know she did not think about that part before giving us the grade. As for PROFESSIONALISM: I will not defend that!! But, I will let ALL of my past clients defend me on that issue!! And, the fact is I WAS and STILL am professional even about calling her directly and respectfully dealing with why SHE did not call me and let me know. P.S.--Dear Mrs. Homeowner. I truly wish you had dealt with this in a much more honest way. Please don't tell someone that does your contract work you are 'happy with the job' and not let them know so that they can actually make you happy?!? I do wish you well...