Response from Sobrinski - Professional Remodeling Services
I have never responded to a posting on any site but this post by [Member Name Removed] must not go unanswered. Yes, we contracted to do painting work on the [Member Name Removed] residence on the front second and third floors. When the quality of the work and the method of the approach were recognized to be of a high quality nature, Mrs. [Member Name Removed] requested a price for the first floor painting work. Our project manager provided a quote immediately and the first floor painting was performed without interruption. Mrs. [Member Name Removed] was suddenly not pleased by the scarring that results from the normal painting maintenance preparation approach of scraping and sanding the loose paint, priming and painting. This is the industry standard and what we do for thousands of customers each year. This was precisely the approach used on Mrs. [Member Name Removed]’s second and third floors. The scarring of the wood surfaces was more readily apparent on the first floor. But this is a fact of life given this method of preparation and the age of the home in question. Mrs. [Member Name Removed], then, demanded a completely smooth finish which required a much costlier painting restoration method of preparation for which she did not expect to have to pay. My project manager and my field personnel, responding to the heavy handed and demeaning demands of Mrs. [Member Name Removed], stripped and removed the paint which was already applied on selected surfaces and re-did the work in question. In an effort to please this customer this work was performed at considerable expense in labor and material to my company for which Mrs. [Member Name Removed] was not charged. Mrs. [Member Name Removed] wrongly perceived the preparation method for which she paid to be tantamount to a poor quality job. It was, in fact, a high quality painting maintenance job. Given Mrs. [Member Name Removed]’s preoccupation with the cost of the project from the outset, this was the method that the contract expressly detailed. Unexplainably, this customer clearly felt that she was entitled to more than what she was willing to pay for. My personnel performed admirably well under the duress of this odd view of entitlement, redid the work to a standard for which my company was never compensated. Regarding the concrete steps in the front of the house, my carpenter did fail to adequately reinforce the plywood forms built for the concrete. His labor time for building the forms was cut short by an ill-timed and early delivery of the concrete. As the process got rushed, my technician found himself in the unenviable position of having his forms stretched by the weight of the concrete. The concrete steps themselves were essentially fine but the risers and the adjacent concrete stringers were aesthetically compromised by the stretched forms. There was no question that the results were not what anyone desired. When we came to meet with Mrs. [Member Name Removed] about what might be done we were met by Mrs. [Member Name Removed] and a representative from a large local general contractor with significant ties to Allentown and the NIZ Zone and with whom we have a very important and long-standing relationship. The last thing that we would want would be to have this situation spiral out of control. It was made clear by Mrs. [Member Name Removed] and by this representative that the only available option to address this situation was to jack hammer out the steps again and re-do the concrete steps. It was also made clear to Mrs. [Member Name Removed] and to us by this representative that he had someone else in mind to do this work and that he would assist Mrs. [Member Name Removed] in this endeaver. It was apparent that he had a long standing relationship with Mrs. [Member Name Removed]. I was also quietly informed that this was the Mayor’s house and that you cannot do work like this at the Mayor’s house. The possibility of us redoing the work was pre-empted by a demeaning and condescending tone where Mrs. [Member Name Removed] made her discontent well known and demanded a full refund. I agreed and gave her back a full refund. The steps are not perfect but Mrs. [Member Name Removed] did not pay one dime for the work. The steps are structurally sound and secure and to date Mrs. [Member Name Removed] has not gotten the steps redone. I do not know why. Yes, aesthetically, they are flawed but they are far better than the safety hazard of loose and broken concrete that existed prior to our work. I would have preferred to immediately redo the steps at no additional charge but this was not an option in which Mrs. [Member Name Removed] seemed the least bit interested. Yes, our guy could have done better with the concrete work. But human beings are after all fallible. We had every intention of redoing the work but were not accorded this respect or courtesy. So, a full refund was given to Mr. and Mrs. [Member Name Removed]. We expressed regret multiple times. In my book, that is excellent customer service. Condemning our customer service on Angie’s List for work that cost my company thousands of dollars and which did dramatically improve the safety of her steps and for which Mrs. [Member Name Removed] did not pay one dime is an egregious act of retributive hubris. Sobrinski Painting has been a long standing responsible employer located in the downtown of Allentown. Mrs. [Member Name Removed]’s online letter wrongly defames my company and the many men and women who work tirelessly to bring a high quality service to thousands of customers throughout Allentown and the greater Lehigh Valley area.