Response from The Painter, Inc.
the below email exchange was copied from the Angie's list "Message board" and contains exactly how the member was contacted. In a nutshell: Angie's list DID NOT put into the large print that the deal that the member purchased was for the trim only and in the defense of the member it did sound like she could get the entire exterior painted for $1,985.00. However in the details it describes exactly what you will receive for the $1,985.00 in which it states the trim. As you can see in the message board comments, we tried to reach out to the member to let them know that it was for the trim of the home and NOT the siding. The member did NOT return our call or emails we sent. Upon arrival we stated that the Angie's list ad was confusing and that we tried to reach her so that we did not inconvenience her. Since our business is built around customer service, I authorized my paint consultant to make a trip out to the members house to talk in person. We immediately told Angie's list to issue the refund. We are very sorry that Angie's list did not put the details on the front page. No work was done for the member and we feel that this "D" is unjustifiable and hurtful since we gladly spent our money to go out of the way to meet this member. Angie's list has issued a full refund and changed the way that this storefront deal reads. Again we are very sorry for what this has caused. (Angie's list Member) 8/21/2015 Dear The Painter, Inc., I just purchased a service from your company. Please review the details below and respond within 2 business days to schedule the service. Scheduling Member suggested dates to schedule service: Morning (AM) on 9/3/2015 Morning (AM) on 9/11/2015 Morning (AM) on 9/8/2015 Note from (Angie's list Member) Item Price Qty Total $1,935 for Two Story Exterior Painting $1,935.00 Order Number: 2225198 Ordered On: August 21, 2015 Item ID: 351810 Member Info: (Angie's list Member) [Member address removed] CHESAPEAKE,VA 23324 Coupon Code: ExtPaint-2225198-1 . The Painter, Inc. 8/21/2015 Hello (Angie's list Member) We would like to schedule a time for you to meet with our Painting Consultant, Rod Hamilton before scheduling your job start date. We will be back in the office on Monday at 8:00AM. If you are available then, we have slots open at 8:30Am, 11:00AM and 4:00PM. If one of these times works for you please contact the office or email your phone number and we will put you on Rod's calendar first thing Monday morning. If not we can choose another day. We look forward to being of service to you. Sincerely, Erika Swindell Office Manager The Painter, Inc. 757-450-6239 (Angie's list Member) 8/21/2015 4pm Monday, August 24th will work! The Painter, Inc. 8/24/2015 (Angie's list Member) Thank you for contacting us and for scheduling a Free Estimate. Rod Hamilton is set to meet with you, Monday, August 24 at 4:00PM. If you have any questions or something changes, you can contact him directly by phone at (757) 450-2803. Please check the address and your contact information below for errors. [Member address removed] CHESAPEAKE,VA 23324 We look forward to working with you! Sincerely, Erika Swindell Office Manager 757-450-6239 The Painter, Inc. 8/24/2015 (Angie's list Member) Is there a phone number by which we can reach you? Rod just wanted to make sure you understood the service you purchased from Angie's List was for us to paint the entire Trim of your exterior and not the siding. Thank You, Erika Swindell The Painter, Inc. 9/1/2015 Good Morning ,(Angie's list Member) I just wanted to know if anyone from Angie's List has contacted you about your refund for the job we were unable to do for you? If so, just email me back so I can complete the paperwork on my end. If not, please let me know so I can contact them for you and get the ball rolling. I do apologize for getting back to you so long after your meeting with Rod. Sincerely, Erika Swindell Office Manager The Painter, Inc. 757-450-6239 The Painter, Inc. 9/1/2015 (Angie's list Member) In order to get your refund please call the main front desk and tell them you need a refund on a Big Deal purchase. The number is 866-543-5478. Please let me know if you have any problems or if there is anything else I can do for you. Erika Swindell The Painter, Inc. 9/22/2015 (Angie's list Member) Have you requested a refund yet from Angie's List? Erika (Angie's list Member) 9/26/2015 I have requested a refund and have not received it yet. Thanks, (Angie's list Member) The Painter, Inc. 9/26/2015 (Angie's list Member) Angie's list contacted us on Thursday of this week and asked us to verify that we had done no work on your home. We replied immediately and told them we did not and to issue you a refund asap. On Friday Angie's list responded and said that they will issue it. Sorry they have taken so long. (Angie's list Member) 9/26/2015 No worries. Thanks for your assistance.