Painting of Kitchen and Family room
- Approximate cost of services:
- $1,000.00
- Company Response
Hi Aruna, I want to start by apologizing for your experience, we definitely try to make sure that all of our customers have a good experience and it would seem that yours was quite the opposite, so for that we apologize.
However, I'm also happy that we have the opportunity to fill in some much needed gaps.
1) No show appointment - We had no record of a call into our office or request for a consultation, but in an effort to service and compensate you, the owner was sent out for your consultation. He gave you a room painted for free (valued at $216) as well as further reducing your invoice by $173 totalling $389.
We understand that this would not make up for your lost time, but it is important to show that we value your business and have tried to compensate you for your inconvenience.
2) Called several times- Although you are correct in saying that you called 4 times. Our records show that you called 4 times in a 5 1/2 hour period to a mobile number that's voicemail requests customers to allow 48 hours for call backs.
-04/06 @ 11:35am
-04/06 @ 11:56am
-04/06 @ 03:22pm
-04/06 @ 04:16pm
-04/06 @ 04:44pmThe owner spoke to you the following day 04/07 @ 10:22am and advised that as the Sales team is on the road doing consultations due to backlog from the Homeshow, the preferred method of communication is our Helpdesk # 1-866-550-7543. This would allow someone to speak to you LIVE and answer any questions that you might have.
You were not happy and became quite irate, stating that you work in customer service and this is not the way to deal with customers. Although he continued to apologize for what you were feeling, you proceeded by hanging up the phone on him.
Later that day 04/07 @ 2:37pm Kurt called your husband Alex's number directly. Your husband advised that he was very happy with the paint job and workmanship, however you didn't like the color. I told him that we would come and confirm the color. If for some reason there was an error, the rooms would be redone at absolutely no cost to them.
Alex then said we would have to call back when Aruna was around to schedule. Unfortunately we were not able to call back that evening as promised, but called the following morning 04/08 @ 9:32am. Aruna or Alex did not answer their numbers and messages were left on both phones advising of next steps. This was unfortunately the next step that was chosen.
3) They showed up with Dulux paint- It was made very clear that we would be using Dulux paint at the time of the quote. Not only does all of our branding, uniforms, marketing materials and vehicles carry the Dulux logo. But during the quote you also asked if we could make this color and we explained that the Sherwin Color codes, as well as Benjamin Moore, Sico and all major brand colors are setup in the Dulux database.
We also explained that all colors are verified carefully. Our owner has also personally gone back to the Whitby Dulux store that made your order and personally checked the color sample that is left on file for all of our customers. The match you had for your color was done perfectly.
We are definitely saddened that you have interpreted our efforts as negative, however we are always willing to see how we could better your experience. Please contact us if you are interested in the suggested next steps.
As you can see by our long list of happy customer reviews what you have described is not the way we conduct our business. Please allow us to help rectify this for you. - Unparalleled Paint
