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Address: 640 N Main St Ste 128, North Salt Lake, Utah, United States, 84054-2175
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We hired DHC Painters to paint a large portion of our home, during the initial walk through, I explained the prep work I was doing. DHC told me to stop the prep because that was included in what they do. We did several bids, but eventually chose DHC because of pricing and non aggressive sales approach. We selected a start date, agreed the job would take 4-6 days (as stated in the contract) and authorized the contract.
On the first day DHC brought a single painter for the project. We did a second walk through. The painter did no prep and begain spraying within an hour. After the painter left for the day, my husband and I did a walk through of the basement. There was so much overspray there were runs on all of the walls that were painted, paint on the carpet, paint on furniture (an oak entertainment center and box spring, uneven glops on casings and chair rails, and he painted on air returns, switchplates and plugs (none of which were removed).
We emailed DHC and asked if this was normal and asked him to come in the morning to do a walkthrough. DHC said he would come in the morning. DHC was very non challant when he came and said it would all be fixed. DHC began speaking to the painter in spanish while my husband was present (not knowing my husband understood) and they argued about how much the painter was supposed to receive and why the painter had not received his daily monies yet.
On the second day, the painter walked off the job at 2 pm and when we did our walkthrough, nothing had been fixed.
On the third day, the original painter came, as well as 2 new painters. We did a third walkthrough explaining everything that needed to be done per the contract. The new painters started upstairs with the understanding that everyone would meet in the middle. At the end of the day, we did our walkthrough, The basement looked like the overspray had just been scraped off and painted over, none of the prep had been done on the new areas that had been painted, so any holes were painted over and there were new drips and runs in different rooms. The new painters had been doing all prep work on the upstairs areas in anticipation of painting, which is what we expected and were very pleased.
On the 4th day, the original painter was kicked off my job. The 2 painters that were assigned were now the main painters and we were very pleased. They were meticulous and did excellent work. Because we were now obviously going to go over time, they worked the weekend. They were awesome about correcting any flaws in the paint job.
About the middle of the next week, DHC told the painters that one needed to prep and one needed to paint. I overrode that and asked them to continue painting so that my sons rooms could be finished due to anxiety, which frustrated DHC. However, at this point DHC offered a 5% discount due to how long the job was taking.
At the beginning of the 3rd week, DHC brought in another crew of 2 to finish my horribly damaged basement. One of these painters would yell at my dog every single time he walked by, which was incredibly unprofessional and cruel. As the new crew did my basement, I would have to check multiple times and constantly have them correct things. They missed painting and access door and did a poor job of prepping a window. But because of the treatment of my dog, I wanted them out of my house.
On the final day of painting, DHC sent in their "project manager". His main purpose of being there was to hurry the job. He didn't tape my carpets when painting baseboards, so my baseboards in my family room were poorly done. He got paint all over hard flooring and didn't clean it up. He painted over hinges.
When they were done according to the project manager he told my husband and I we had 5 minutes to do a walk through and see what needed to be corrected and then he needed a check. At that point he said he couldn't get the paint off the box spring, but offered no replacement. He also said that the 5% was being revoked because we asked for extras. We never asked for any extras. I did 3 walkthroughs with DHC, and everything that was done, was on the bid. We told the project manager that he needed to have another conversation with DHC and find out what extras we asked for. When the project manager came back he said that DHC said we could just take the 5%. He was rude and arrogant and never explained what extras we asked for.
When we had more time to do a more in depth walk through, we found several things that weren't done. We also noticed that not all the paint was removed off of our oak entertainment center, not to mention our damaged box spring (which is a steel reinforced box spring)
We do not blame the 2nd crew that was brought in, we blame DHC and the project manager. We found out after the fact, that DHC refused to pay the painters for work on our home in order to keep his margins up. DHC painters treated our home poorly, our dog poorly and us poorly through this entire 3 week process. A 2 week overrun was entirely unacceptable.
This Customer is correct in a lot of what she has stated. But a lot is not correct or just misunderstood. We did send out one of our crews and yes, he did show up by himself that day. (Which I am humbly embarrassed about because that is very unusual.) Normally it is a three man contract. Once we found out about this, we did everything we could to correct it.
The customer did express concerns about the way the basement looked and due to the temperature of the basement the paint did run. Once the basement paint dried, we did scrape and sand every run and correct the problems. We even purchased new outlet covers to replace for the painted outlet covers in the ceiling downstairs.
As mentioned about the box spring, I personally asked the Husband if he wanted us to replace it and he said no. I will still replace the box spring if needed, no questions asked. I have no excuses. The paint went under the plastic. Accidents happen, we stand by our work.
As for the over spray on the table, it was my understanding, at the time of the walk through it was cleaned. If it wasn’t, I will come straight out and get it cleaned. I completely apologize that one of my customers had to experience this. This is a very humbling experience for our company. I’m glad we did get everything corrected.
We had to send out an additional team to get this completed, a contracted subcontractor and yes, they were to start upstairs and meet in the middle. But once I went over the work that was completed downstairs, I had a talk with my guy (in English, I don’t speak Spanish).
There is no daily pay so I’m not sure what this is in reference to. These are hired subcontractors that are supposed to meet specific requirements and are not paid at a daily rate. This is a misunderstanding.
DHC took all necessary actions regarding the circumstances to get additional people to get this completed. She is correct that when I was there, the customer was doing the prep work in the window sills and she stated it wasn’t coming out well. I did mention to not worry about it, we will do the additional prep work. Not only did we do that prep work, but we went above and beyond and pretty much refinished her walls and didn’t bring up any additional costs. So yes, we took on the responsibility to finish the prep work that was not completed in its entirety. This did take a little longer than expected, but we wanted to make sure the customer was happy with our work.
I will mention that I did ask my guys how the day was going and they said they customer wanted them to paint some additional doors that she did not believe was on the original estimate. So, I told them to go ahead and paint them. When it came time to do the billing, I asked the Husband what the additional work was and they got upset with me because they didn’t know what I was talking about. I wasn’t sure either, so I asked him if he wanted to asked his wife and just let me know. Apparently, there was no additional work so I let it go at that. I gave the customer an additional 5% off due to the additional time to complete the job. At the time they told me thank you and I thought everything was rectified.
Regarding your dog, I’m sorry one of the painters is scared of dogs and this is why we ask that all pets are put in a safe place. It’s not that he was being mean to the dog, it’s that he didn’t want to be around the dog. Additionally we want to make sure the pets do not walk through any areas where there is wet paint that could be tracked throughout the rest of the home.
Note for customer: I truly apologize for the delay in getting the job done, but it my understanding that during our communications you were okay with us taking a little extra time to make sure the job was done to your liking. If you have changed your mind about the box spring I am more than happy to replace it, no questions asked. Please call 801-807-9558. Also, If there are any additional touch ups that need to be addressed, please reach out so we can take care of those as well.
us why here...
Complaint: ***
I am rejecting this response because:
My husband was asked about the box spring when it was a small amount of paint (that were just dots) and we were willing to leave it. After the second crew came, large amounts of paint were spilled on top of the box spring and the sides). On the last day of painting the crew manager was rushing everyone out the door.
As stated in the original complaint, we did not deal with the owner at the end of the job, we dealt with the project manager. The project manager told us nothing could be done about the box spring, he tried cleaning it and it wouldn't come out. The project manager offered NO resolution.
Since the original complaint we have found paint on hardware, grout, carpet, a bose speaker, hard flooring and leather theater room chairs. The amount of damage done to our property is ridiculous.
We were promised a final walkthrough with the owner at the completion of the project. Instead we were given 5 minutes, an ultimatum and had to defend the bid given to us that included 3 walkthroughs with the company owner.
Sincerely
As I mentioned in the response. I am more than willing to come on out and take a look. And as I mentioned in the response I am more than willing to replace the boxspring. The paint splatters if you had found anything additional after we left we are more than willing to come out and clean that up. I personally read the project walk-through that was signed by this customer personally and the only discrepancy that I encountered was it overextended in time. I could go back-and-forth for reasons about this. But the important thing is that I will always do what I need to do to make sure it’s correct. I would’ve reached out to the customer after reading the signed report and signed off sheet from the customer if there were any additional concerns at that time. But obviously it sounds like there is some additional concerns and I will be the first to say I’m willing to come out and take a look and do what we Gotta do to get it corrected. If the customer wants to contact me. Not to mention I’ve already tried to reach out to them by phone and left a message. We can set up a time and I will come out and take a look and see what we’ve got to do. No problem at all
I was very impressed with how professionally the company was represented at our initial meeting. That was the one and only time that I experienced anything of a professional nature from this company. He and his crew were late everyday to the job. The first day they didn't show up until 3:00 p.m and then only stayed long enough to get paint colors. I was promised a full crew at 8: 00 the next morning. 2 people showed up and they didn't arrive until 10:30. Same for the next day except it was supposed to be 4 people at 7:00 a.m. 1 showed up at 7:30 and the rest did not arrive until 9:00-9:30. There was no prep work done by the crew. According to the bid prep work included: sanding, scraping, cleaning, puttying, minor drywall repair. They just painted over everything including hinges, anchor screws, a magnet stuck to the front door, when I asked them to fix something like the anchor screws they were taken out and puttied over but not sanded and then painted. Anything they fixed looked worse. They broke things in the house. They unplugged a refrigerator and left it unplugged and didn't say a thing. I found it later and all the food was warm. Instead of asking how to remove my NEST thermostat from the wall (It was part way out so they could paint) they just pulled it out. My electrician had to re-wire it so it could be mounted again. Of course , those concerns were not addressed and the l incur the cost to fix and replace. They did not prime the new Sheetrock and then proceeded to blame the person who did the Sheetrock because it didn't look correct. Derek told his painter "Next time let's sand (the Sheetrock) before we paint", and did nothing to fix it this time. The lead painter sprayed baseboards that were for another contractor and stacked them together painted side to painted side while they were still wet. When the flooring people came to install they were a total mess and couldn't finish their install. The fix just respray them. Derek came out and said that he would replace the baseboards. 15 minutes later I see them outside spackling the entire baseboard and I ask what was going on and he said see they looked good as new. They were not good as new they were damaged. He also told me that it was going to cost extra to have them come paint them after floor install. Not only were my baseboards damaged but now I got to pay extra for damaged baseboards. There was no final walk through which was part of his deal that you didn't pay until you were satisfied. He was right there to get paid in fact, he personally stop by my house to ensure payment. Within a 10 minute period I identified over 200 things that needed to be fixed without even looking closely. In the packet I was given with the bid Derek guaranteed a price match + 5% if there were a lower bid from another company. There was and I sent it to him he did not honor his guarantee. Every time I walk into the rooms that were painted it makes me sick to my stomach. Paint has ruined my remodel. I hired a professional because I wanted the paint job to match all the other high end parts of the remodel. If you are looking for a professional painter don't hire DH Construction.
I've never been contacted about this. What I've read was half truths and completely misleading. I will reach out and go from there.