Bear Mountain Custom Painting

Unfortunately, we are not surprised to see this review - as this Client threatened to leave negative reviews multiple times throughout the project as a negotiating tool for free / discounted work. This Client also became extremely upset and cursed at our employees when told there was additional rotted wood found after the 2nd inspection. Our Sales Consultants find more rotted wood than competing companies - however they are only able to quote rotted wood that they are able to identify from the ground level. Our crews then do a secondary inspection once the job starts to ensure that Clients have the opportunity to replace rotted wood unseen – this is completely optional. We are a straightforward company and to be accused of "bait-and-switch" tactics is insulting to say the least. Ultimately this Client refused to replace the additional rotted wood and we completed what was contractually agreed upon. We feel that we are not a good fit for this Client, but we sincerely wish them the best of luck with their future projects.

We aim to facilitate an experience worthy of 5-Stars. We appreciate the feedback! We aim to facilitate an experience worthy of 5-Stars, we will pass along your feedback to the appropriate parties.

The client contacted us in late January - at this point the contract had been completed 7 months ago. The customer talked with 3 people in our offices including the company president. We were honestly surprised at the call. The call was not about a potential warranty issue, but she said we did "a horrible job". The Senior Field Coordinator and President patiently listened to her concerns and agreed to come out and look at her issues. There was no mention of anything not being covered by warranty on the part of BMCP as the customer claimed.
We scheduled a meeting time (within 10 days of her call) and both the Senior Field Coordinator and the President visited with both customers. We were there for about 60 minutes. We looked over their concerns - primarily cracks along the cabinet / wall interface and cracks along the crown molding / ceiling interface. Regarding the cracks, there were quite large - we estimated some of the cracks were more than 1/8 inch wide. We tried to explain these were probably due to building movement, and that an acrylic caulk would not successful bridge such a large crack appearing. They just would not accept that. They claimed that there were no cracks before we painted. We said that we were perplexed that anything we would have done in painting would cause these large cracks to appear.
They then pointed to areas that were painted that they said they were not satisfied with - 9 months after completion. We noted that many these small areas may have had imperfections before we painted.
We also confirmed that all materials specified in the detailed signed contract were used on the project. They are the standard premium products that we have used in the past 15 years.
We determined that there were no issued that were covered by our workmanship warranty. The customer insistence was that we repaint the entire house. We told them that we could not agree with that and it did not seem reasonable. After that they accused us of making excuses and asked us to leave. They used the term "I wasn't born yesterday" at least 5 times.
Subsequently, the company president sent an email to the customer stating that although these issues were not covered by warranty that we would have worked with them on specific issues but they insisted on a complete repaint and were frankly very uncooperative. It is often our practice to do this out of a spirit o customer service. We received no answer to my email, but instead we saw this complaint with the BBB.
Please keep in mind that we completed everything on the contract using the specified materials. We received full payment and compliments on the job at the time. Seven months later, they had a complaint about the quality of the work.

This client essentially cancelled the remaining work which was installing some doors that were then found out to be discontinued (out of our control). We offered several alternatives that were basically an upgrade which the client refused due to minor differences. After extensive searching, we located 2 of the discontinued doors in another state, and drove 8 hours roundtrip to get them for this project. After we had successfully picked up the doors, the client became very unavailable during the scheduling process. After many scheduling attempts, the client then stated the doors were no longer wanted due to selling the home then shorted us the payment. Ultimately, after we were unsuccessful resolving this matter with the client directly, we executed our contract to collect payment due. We wish this client the best of luck moving forward with future home improvement projects.

Hello, Nicole. We are sorry that this has gone this way. Although this work was done nearly a year ago, we responded promptly to your email of yesterday. Based on your photos, we assessed that this damage was not associated with the painting. We then sent you an email outlining our rationale and invited you to let us know if you disagreed. We were disappointed to see that you posted this review instead.

One of BMCP’s guiding principles is that we always stand behind our work and if this were an issue that resulted from our workmanship, we will be happy to take care of this. Of the several possible reasons for a leak, none of them point to a painting issue.

We have reached out to you again via phone and look forward to your call.

P.S. Subsequent to this response, the client filed a complaint with the Better Business Bureau, which has been closed and dismissed.

Hi Jim, we are thrilled to hear we were able to provide a great experience for you! Please let us know how we can help in the future.

Thank you for the kind feedback, Charyl! If we can assist you in any way in the future, please let us know!

Hi Anne, we are happy to hear we met your expectations! Please let us know how we can help in the future.

Linda, we definitely enjoyed working with you on your project! Please let us know how we can help in the future.

Hi David, we appreciate the compliment! You were great to work for, and if you need assistance in the future, please feel free to reach out to us.