Hello Potential Customers,
I am going to repost the response that I have been using for the various sites Julia and Hans have been using to try and slander my companies name. As you can tell from the 50+ reviews between Google, Facebook and Homestars their position is the contrary to most other reviews being posted.
We finished their job and were told to return for touch ups at another date (to which we agreed). They later told us they did not want anyone in their home and told us what they were willing to pay which was 3K less than the true remaining balance. Julia and Hans unfortunately thought because we were a small company we would not take the necessary steps to protect ourselves. When our lawyer reviewed the details and informed them of our position payment was sent swiftly. This is now the recourse they have used, dredging up reviews from 2014. Any potential customer wanting more information can check the Facebook page as I have also posted the legal documents sent form our lawyers, as well as pictures contradicting hers, unless it was a valid touch up which we have always been available to fix. Thanks for your time reading this as some customer try to misuse the online form for their own malicious intent.
As the owner of a small company that has a strong online presence I take pride in the work and service I provide to customers... I am sure it is apparent by the many reviews and ratings here that show a strong contrasting view to this one review and the only other 1 star ever received that Julia references from March of 2014.
Although the by the book response would be to inquire as to what went wrong and try to address the customers concerns. That is not what is required in this situation, because the customers intentions became very apparent when it was time to pay their bill.
I am disheartened by this situation because it will cause me to be more careful and less trusting with customers. Ensuring that all formalities are maintained regardless of the impending delays.
As a business owner I wish I would have had the means to look up Jules Cz or CC which are the alias’ that Julia commonly uses when providing her bad reviews which I now see seem to be way too common and very familiar. Knowing this information I would have thought twice about taking the job and how to proceed with her.
-Julia is correct in saying there were a number of delays, some of which were either pre-empted before the job and outlined in the contract or obvious changes in scope due to additions (from the customer) that extended the timeline.
-When I advised the customer that her 7 additions to scope at that point is why her timeline had shifted, her response was “So go get more guys…”. Instead of acknowledging the obvious impact of adding 7 additional areas to be painted.
-After full color consultations (plural) with sample paint provided on walls. The customer was still indecisive and requested the color change of two rooms after being painted completely. However, our customer service gesture to repaint rooms for FREE after these changes seem to have slipped her mind.
-The customers home is an older Toronto home that has limited air flow and no air conditioning. This was identified during the quote and cautioned in the contract that it could cause delays. Regardless of fans that we brought in, the extremely humid weather outside caused extended dry times on the paint and affected the original timeline and this was explained to the customer.
We never added anything to scope that wasn’t first requested and approved by the customer. However, Julia is correct there wasn’t always a new formal quote created for her add ons. I as the owner made the mistake in trusting our text messages and conversations in an effort to keep things moving.
Pricing was always discussed, however at the end of the job Julia tried to use any loop hole possible not to pay her outstanding balance. When I realized the bad intention was to be dishonest and not pay, I followed up with a letter from my legal department which quickly changed the tone of Julia and Hans’ responses and next steps.
The remaining balance was then paid promptly and this matter closed on my end.
My learning from this this unfortunately is to be more careful at being trusting and maintain your internal processes for your own protection. This experience was an eyeopener to the ill intentions that some people have just for their own financial gain.
Julia and Hans assumed that a small company would not know their rights or have the means to proceed accordingly.