Alex came to quote me on a basement apt paint job. After discussing some possible add on repairs, I decided to stick to painting and some small handyman work (change light fixtures, dr handles, hinges). 3 painters and their supervisor Lauran arrived. After discussing the scope of paint and drywall prep, the crew got started. The agreement was that they would work on site for 2-3 days, I dropped off some fixtures that the lead paint guy said he would be able to handle. On the last day I did a quick walk through, and noticed a number of issues-- including much of the handyman work I was paying for, not completed. Shocked I contacted Lauren. They returned a day or so later. I spent the time to mark with tape all the issues: A missing wall mirror, a section of a wall unpainted, paint on outlets, blinds, laminate flooring covered a paint splatter, frig, sink, washing machine, plumbing, unfilled cracks/holes and the list goes on. It was like they 'painted' with their eyes closed. Lauren apologized and was willing to hear me out. The painters on the other hand, not so much. The lead guy became extremely irate. As we moved from one issue to the next, he became agitated. Before I was able to walk through everything with them, the painter did something that scared the crap out of me. He pretended to punch a wall with both hands-- I guess out of frustration, anger?????.... I don't know. As soon as that happened, I requested to have the painter leave the property asap, and never to return. As there was still repairs needed, Lauren arranged to have 2 different painters return on another day. After 2 additional days to fix everything the first crew did, everything was finally done -- 2 week after the initial start date. The final product still required some scrubbing and paint removal from various spots, but I decided I would do that myself. A few days later I got a new invoice from Lauren. Due to the additional days of work needed in the unit, the new total was $3600+. I was surprised to have to explain why I was not going to pay the new amount. In the end I paid $3200 +. NEVER AGAIN! WHAT A NIGHTMARE!
- Company Response
This is Jon, I’m the owner of Encore Painting and I’m personally writing you to let you know that I’m very sorry to hear about your experience and that we offer our sincere apologies. We do not take any negative customer feedback lightly because Encore not only prides itself on its reputation for outstanding customer service but more importantly, we rely heavily on our customers’ feedback to maintain the high ratings we’ve been proud to hold here on Homestars. We regret that we were not able to meet our usual standards when it came to your project.
With that said, the incident you detailed is unacceptable and I can assure you this has never happened before in Encore’s 12 years of business. The painter is extremely sorry and will be taking a leave from the company. We will also be retraining all members of the Encore team on customer service and onsite conduct.
If you’re open to discussing this offline, I would be very appreciative of the opportunity to speak to you. I can be reached any time at firstname.lastname@example.org.
I hope to hear from you and I thank you for taking the time to share your experience with us.
To the readers, if there any questions regarding this review, please also do not hesitate to reach us at 416-670-6589 or email@example.com