Colorwheel Painting, LLC

While we value reviews from our customers, this is an incredibly misleading review and we welcome the chance to share our side of things. It’s only unfortunate that this affects our “rating” here when we are a company with integrity, driven to deliver quality experiences and results like so many customers have received from us. In summary, many issues arose here “after the fact” due to a customer who did not share expectations with us, and we have done countless things to try and please this customer to no avail. As they say, some people can’t be pleased and this is just that person (unfortunately for us). Here is a look at most of the issues….
To begin, please know that as standard protocol, we give our customers a "logistics questionnaire" with the intent of discovering customer concerns -call this our project due diligence. This relates here in two big ways. First, no discussion of access beyond using the front door was ever shared, so we’re troubled by the mention of a garage being left open. Second, no communication expectations were relayed to us. To this tune, exterior painting generally doesn't interrupt someone's life a whole lot, and most customers aren't concerned with when we come and go aside from meeting their project deadline. Should the customer have expressed something contrary, we’d have made every effort to “better communicate.” Also, the project deadline was met (which the customer fails to acknowledge).
Next, please know that Colorwheel makes a very good faith effort to lay out “notices” on our contract to cover lots of the “typical situations” we encounter, and how to handle them. This again relates in two big ways. First about color selection, our notices state that anyone is free to hire us by the hour for the consultation process. At no time did the customer approach us to enter into paid consultation time; instead, it seems the customer believed it was a free service as part of what she signed for. Second with our notices comes full disclosure that any changes (to add or remove services) must be agreed upon in writing. With this, we can discuss the painting that the woman’s husband did. The truth is (as she shared with me after the job), he did this because he didn't want to move his boat more than he had to. To this affect, the decision by the homeowners to paint on their own was solely made by our customer, without discussion with Colorwheel. As to the amount of a credit, we gave back exactly the amount we had for time/time value in our proposal.
As for other things, the interior work the customer references was a price quote only, not a contract. How we’re to blame for a customer not letting us know she wished to approve the work, is again, troubling. Regarding dirty windows, we were told afterward that they were dirty, not during the job. We would have been happy to send someone to wash them, but the customer dove right in and handled it herself (and yes we offered her a washing voucher for these as compensation, which happened not even a week ago, and we are still said voucher from the window-washer so we can pass it on). Regarding safety, the customer alleged that the subcontractor left a ladder leaning up against the end of the house that, coincidentally as she stated to me, “nobody goes to.” If a ladder was left up, it’s unacceptable which is exactly what I told the customer. Had we been told a ladder was left up, we’d have immediately dispatched someone to remedy the problem. About the tree branches, they were literally against the house and had to be moved back to paint. We apologize that any small branches were affected. Finally, that vent pipe…the customer was compensated for this with $100 or about the value a handyman service would have charged. Prior to this, we offered to have it fixed but the customer told us “not to worry about it.”
All in all, you’ll see a theme here… We do our due diligence, we ask questions, we openly give notices to our customers on how to handle things, but we can’t fix, change, or contract for things we don’t know about. We care deeply about a customer’s experience. As owner, I myself talked with the woman for 52 minutes to hear out her concerns. These concerns were addressed, the credits discussed in full, and she was happy with the outcome. I asked her what more we could do, she said nothing. Yet, here is this misleading review. To finish, I’ll never be so foolish as to say we’re perfect. I will say that we care, we make things right, we do (and have) taken accountability for any issues here, and we’ve made many an effort to make things right. Please feel free to contact Colorwheel directly for any further discussion.

We stand firm in our belief of providing the best customer service in town, with the best results! With history on our side, and the the support of well over a thousand customers in 13 years, we have no doubt we can deliver a great experience to you, our reader. Needless to say, Colorwheel has a completely different viewpoint of this case, and will not engage in defending itself against the misleading, deceptive, malicious statements, misrepresentations, slanderous language, and even character assassinations made by this customer across the internet. We know the truth, and we must try and “move forward” from this customers unprincipled actions. If anyone would like to speak to us personally about this customer's review, we invite you to call us at anytime! Thanks and have a great day!

Thank you for the review and business! We're glad you are pleased with the doors! Regarding the review...we'd simply like to point out to any other people reading this that the job took "a while" because the customer provided stain match was not right, and they took it upon themselves to handle alterations -which is totally fine- but delayed things. We also are happy to talk on the phone with our customers and did so on several occasions with the customer, though YES, email was used a lot too. Thanks!

Colorwheel bent over backwards to make this customer happy, but it was as if no matter what we did, nothing was good enough. We for what it's worth, we'd invite any customer to review our prompt, open, cordial email records with this customer, or ask us our side of the story. At the end of the day, you'll see from our magnitude of other reviews in many places, that we care deeply about providing top notch service, process, results, and we have proven our ability to deliver this time and time again. Thank you!

Thank you for taking the time to review our performance. We sincerely appreciate the business and hope you love the look of your updated kitchen! It's nice to be noticed in terms of our punctuality and timeliness, and thank you for noticing our commitment to being responsive and responsible for delivering a quality product and service!

Thank you for these remarks! We always try to look out for our customer's best interests and be proactive when we see a possible concern. We're very glad this was a great experience for you, and we hope to hear from you again. Hope you've been enjoying the space!

Thanks for the feedback Amy. The transformation has been fun and rewarding, we just love seeing the stain go away and the whole home come alive with white trim! Amazing how much bigger and fresher the feeling has become. Enjoy that great home!