This is in response to review posted by Danjel Van Tijn for the residential exterior repainting project completed at 3449 E 28th Ave, Vancouver. I hope each customer can read this in its entirety to fully understand the true outline of events as we have addressed Danijel’s false allegations.
Item #1. Actual work took 9 hours and two people.
False. The home was pressure washed on one day on its own and the painting portion of the project was completed over a two-day period with two very experienced painters.
Item #2. Crew were late, no show days and started 5 weeks after booking.
This exterior project had to be re-scheduled due to weather delays before we were able to start. Once the project was started, the painters worked on two consecutive days to complete the work without any delays. After completion, the job was inspected and signed off on by you, which deemed you were happy with the project. ProRise followed normal protocols and returned to ensure all minor touch-ups were completed after the job was signed off on.
There was a scheduling mix up on October 6th where we had to return to complete minor touch-ups. We apologized for this oversight and compensated you for this inconvenience by painting two additional window casings and lower trim areas for free ($300 value). In good faith, we also covered the cost of 3 gallons of paint (at a cost of $150) that we purchased without charging you when you provided us with the wrong paint colour at the beginning of the project. In total, we gave you $450 worth of free services and materials.
Item #3. Charged ~ $230/hr per person! Promised restoration work on wood and they did simple single coat paint.
False. ProRise did not promise to restore the wood siding, post and staircase. This is specifically mentioned on page 3 of your contract “areas will not be restored to its original condition due to its age unless specifically specified in this estimate.” All surface preparation and painting application details were clearly outlined in the contract and followed. The price quoted for your project is industry standard pricing based on the size of your home and the scope of work outlined. The price included the pressure washing, labor, and materials to complete your project. ProRise did not charge you $230/hr per person. Two coats of paint were applied to all previously painted and stained areas.
3. Rear steps spilled paint, wrong color and sloppy application that needs re-do. Something very fishy going on.
Due to the existing condition of the back wood staircase, ProRise was not able to restore this area to its brand new condition. This was clearly communicated to you by our Production Manager before we started and after the project had finished. All areas were prepared and stained as specified in the contract. We explained to you that the only way for the staircase to look new is if the wood was replaced. You were upset that our team finished ahead of schedule. You were complaining you were charged $230/hr based on the amount of time our painters were at your home. There are many resources that go into these type of projects: the organization, washing of your home, time allocated to do stain samples and fix your paint selection mix-up, touch-ups, etc. The price quoted for your home was agreed upon, clearly outlined and explained to you, and signed off on before the work commenced. All of the work completed was done correctly and ProRise stands behind this with its industry leading warranty.
During our final walkthrough with you and our team, you were completely satisfied with the work once it was fully completed to your satisfaction. You signed off on the Customer Sign-Off Inspection Form on September 13th and the job was deemed finished after payment was received on October 7th. This form is presented to ensure that each of our customers is happy and satisfied with the work that is completed by ProRise Painting. This is an additional step that we take with pride to provide our customers with an opportunity to bring forth any final concerns or questions prior to signing off on this final document as it represents a stamp of approval. We do not accept payment until this satisfactory check is complete to assure the customer is happy.
Your outright false accusations are slanderous and defamatory in nature, falsely criticizing our company and jeopardizing the reputation that all of our team members have worked so hard to build. It is truly disheartening how you have twisted the truth.