ComplaintsforLiquid Expressions Painting

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Business: Liquid Expressions *** **** ****** ******** ** ***** ************* ****** ***** *******  In 2021 and 2022, Liquid Expressions painted the exterior and interior of my house. The job included wallpapering portions of our master dressing room and bathroom. The interior job was completed on 10/13/22. I paid in full. Problems with the job were identified and communicated to the business owner Scott ******* within a couple weeks of the completion of the job. Scott fixed 2 of them by 10/30/22. Four unresolved issues remain: 1. The last strip of wallpaper was applied over a glob of plaster 2. That same strip of wallpaper was applied from the bottom to almost the halfway point and from the top to almost the halfway point. Scott pieced in a horizontal strip to fill the gap. This is not up to a professional wallpapering standard, as the pieced-in strip is likely to separate or curl over time 3. Another strip of wallpaper has a clear tear in it 4. A section of the newly painted dining room has a sheen to it unlike the finish of the rest of the room Scott reviewed the wallpaper issues on 12/27/22 and identified the need for a new roll of wallpaper, which arrived 3/26/23. In the 5 months since the wallpaper was available (8 months since Scott committed to fixing the problem), Scott has failed to come to our house to complete the repair. The shiny wall in the dining room has also not been resolved. We have contacted Scott by text more than 12 times and politely asked him to set a date to complete the work. His responses have become increasingly aggressive. We are asking that the wallpaper issues be resolved immediately, or that Scott reimburse us $500 so that we can hire someone else to do this work. I have a thorough spreadsheet showing every interaction between Scott and my family from 5/14/21 to the present. Please let me know if this would be helpful to you as you attempt to resolve our issues. Thanks in advance for your help.

  Business response

  09/11/2023

  I've been in communication with this guy the whole time. I offered to go get this done for him. It took forever for the product to come in from the supplier. By the time the wallpaper did finally come in, I was in the middle of another big job that I could not just drop everything at and leave. I told him that as soon as I get a chance, I will be over to put the one piece of wallpaper that he needs up for him. I couldn't do anything about the amount of time that it took for the wallpaper to come in. And then he files a complaint with the BBB? My record speaks for itself, I've been in business for over 25 years and this is the only complaint that I've ever had. He wants to muddy my reputation and smear me over this? He needs to apologize. I'm not doing anything now until that happens.

  Customer response

  09/11/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.    Regards,  **** *******

  Customer response

  09/12/2023

  Hi.  I sent the BBB an Excel spreadsheet yesterday which describes every single interaction we took over the last two years with the vendor Liquid Expressions.  At the end, a repair is needed to the wallpaper, made necessary by the vendor's work mistakes.  We needed to order new wallpaper to get this job done, which we did.  The paper arrived almost six months ago, and we have been waiting since then for the repair.  The vendor claims that he has kept in contact with us, but if you look at the spreadsheet, that contact reduces to me asking when he can come, and him replying that he can't yet, and doesn't know yet when he'll be able.  Finally on 8/29 he said he'd come within two weeks.  We thought that's because you would have contacted him previously.  Then you'll notice his most recent response, which was that he just got word of our complaint to the BBB, and he wants an apology before he'll do the repair.  You'll see at the end of my spreadsheet my most recent response, which said I was sorry that he had a bad reaction (a non apology apology), and we request that he do the repair.  I'll let you know that we're heading out of town tonight, and will be gone for a week.  When we return I'll try one more time to politely ask for the repair to be done.  If he says no again, or if he does not respond, then I'll initiate legal action.  I do not want to take this step.  I've known the vendor for twenty years, and he's worked for me many times.  But I cannot continue like this.  We need a straightforward repair, and we'll be done with him.   Please let me know your thoughts on this, and also please let me know if you did NOT get the spreadsheet yesterday, I think it describes a very patient and thorough effort on our part to get this resolved amicably.  Thanks again for your help ****

  Business response

  09/26/2023

  BBB spoke to Scott and the following was relayed: I don't feel comfortable going back to their house now, after all of this and their threats.  It's uncomfortable.  I'm a man of my word- I do as I say and say as I do.  I could NOT give him an exact date to go out there.  After waiting over 3 months for the wallpaper to be delivered, I was in the middle of other big jobs and told him I would go out as soon as I could.  That wasn't good enough, but I didn't want to lie and  give him false for something that I couldn't guarantee a follow through on.  At this point, I willing to send my guy, Martin, out to do it.  Martin has agreed to work with them and complete this difficult job.   Martin will be there Tuesday October 10th to complete the project.  

  Customer response

  09/26/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,  **** *******

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