Sarah is an extremely valued customer. She was very decisive about her colours and knew exactly what she wanted her house to look like.
Her job was organized on Aug 6th. In the time leading up to the job we did whatever we could do to accommodate; she was under a budget constraint, she was provided an extra discount on top of the promo price; she asked for rescheduling at a very short notice for which we had to move a few things around last minute; she needed part invoicing to claim some expenses from her condo board which we went around to arrange for her.
The job was organized and completed as per schedule. Sarah inspected and paid at job completion. The place looked beautiful. She provided us with a positive review on homestars.
Sarah came back a few days later asking for a paint drip behind a closet in the bathroom to be rectified. We do request our clients to do a thorough inspection at the time of job completion, any minor deficiencies can be rectified at that time with minimum effort; regardless, a later request is also always honoured. We acknowledged the request and put her in our warranty calls list.
She came back a few days later with another notification that some places in her bathroom had minor scratches that had appeared now. The paint that we use is under a 15 year manufacturer warranty against peeling and blistering; however, during the first four weeks of painting the paint is still curing and it is common for high traffic areas to get scratched. We do let the client know at the time of sales consultation that the paint will take about four weeks to cure properly and will be washable after that. We noted the second concern as well.
In our painting quote/contract we provide the following clause:
ii) Any visits for any touch-ups or warranty claims can be expected to be setup in a four to eight weeks time or more
There are 2 reasons behind the stipulation:
Allowing some time between the warranty complaint and actual scheduling of the work allows for any possible deficiencies to show up completely
We like to send our best painter for warranty calls and organize it every 2nd or 3rd Saturday. A Saturday in our experience is a time when people are generally available easily. When people are not available on a warranty call, they are moved to the next.
Her rework was assigned to our foreman Felix. A call was made by him to her cell number in end august to schedule the touch-ups, a voice mail was left. No response was received afterwards. She was moved over to the next touch-ups call.
Beginning of September Sara posted this 2nd review. I was very concerned and subsequentky made more than one attempts to reach her:
i) The review was anonymous and the customer was not readily identifiable. I posted an answer to the review requesting the client to make a contact so that we may address her concern on an urgent basis.
ii) Subsequently, after getting able to identify the client, I made a phone call on which she hung up without speaking
iii) My foreman on the next warranty call tried to contact to schedule and left messages but there was no answer.
iv) Today, I sent a text apologizing and acknowledging in every possible manner her feelings that she had mentioned in her review and requested her to respond to my foreman’s call so that the touch-ups may be addressed
v) Suspecting, that something might be wrong with her cell phone I showed up at her place and requested if I could speak to her for a minute to which she refused.
At this time attempting anything further would be impeding her privacy. Consequently, I am closing the warranty call owing to lack of customer availability. We would be more than welcome to reactivate it whenever Sarah wants. She will continue to be under labour warranty for the next two years.
I am still at a loss to understand what has offended her so much. She did mention that she felt not respected because she was not answered. I am generally very prompt in returning texts however during the COVID days, it was more than once that clients mentioned sending a message that was not received and I subsequently switched to WhatsApp for most of my communication.
Today when I went in an attempt to meet her, I had a box of donuts with me in the hope that I could bring a smile to her face. Unfortunately, that did not materialize.
Wishing the best for Sara and her Family.