Exact Match Masonry Staining, LLC

While we have countless, thrilled, repeat clients in all sectors of the construction industry who use and recommend our services every day across the USA, we cherish our homeowner clients, as we are homeowners ourselves. To everyone in our service oriented firm, home is the most important place for us all. We truly appreciate each and every client we work with, and we fully empathize and understand that this individual is very unhappy with the results of the damage he did to his own completed project with destructive maintenance practices. We have asked him to be forthright with details pertaining to the damage he caused so that we could more specifically advise him, and cease the damaging practices, and it is certainly his choice, but he will not cooperate.

In fact, extensive phone and email records, photos, travel logs, contracts, approvals and more documentation demonstrate that this individual has received excellence in service in every way, from his original service experience through to his complete, prompt, courteous and caring review of his non-warranty claim, including taking his calls and visiting in person within days of hearing his concerns. We share his deep disappointment with the finding of the damage done to his home, and while we received his calls and communications with respect and kindness, we also responded with honesty.

We understand the disappointment when excellent workmanship with top of the line, custom, ASTM 50 to 80 year weather tested products, becomes damaged, especially after years of him being thrilled with the results. We understand how frustrating it is to realize that, after causing, by his own initial report, sudden appearing damage, that we needed to perform a full review so that we could best advise him to hopefully prevent still more damage from occurring. Even falsified, one star reviews made for a highly reputable, award-winning firm will not change the rules to make damage a covered warranty item. While millions of square feet of masonry have been successfully color transformed with our exclusive, maintenance-free, as permanent color by our elite, award-winning MBE WBE firm Coast to Coast on some of the most high-profile, commercial, residential, military, government and education sector projects, all with 100% success, we understand, not everyone wishes to follow our expert recommendations, or very simple, but necessary, Use and Care instructions to simply leave the completed work alone, or use a garden hose to knock off soil if it’s even necessary, and everyone knows that choosing to damage completed work will always void any firm’s warranty, if applicable.

Our valued homeowner clients, some of whom are attorneys themselves, tell us that all of our documents, including contracts, and sign offs are very short, straight to the point, and easy for all to read and understand, with no exceptions and literally, no fine print, however, we do not have clients “sign receipts”. Those, and all short and concise documents are always available for our clients for reviewing and printing on our very helpful and organized client portals. We have reviewed everything with this client extensively, prior, during and after his contract was completed, as he indicates as well, he had no problem contacting us with anything that he needed.

This individual originally received Use and Care instructions at the close of his successful project, together with a walkthrough explanation with our VP of Field Operations, who, performed his work personally with 100% success, as indicated by the individual’s signature at the end of the project that he was 100% satisfied with the work performed and the contract was fulfilled. We heard no more from him for at least three years. When he called in a panic one day, explaining that he was “sick about what he’d done to his home”, his call was not ignored, but warmly received by Robin, from our reception team, who spoke with him, empathized with him, and took his urgent message and passed it along. We understood that something must have just happened to create such a sudden sense of urgency. Alexandra, Project Coordination Lead and Staff Architect, responded quickly that day, even following up with a concerned email, requesting details and photos and discovering that he had found a small area “of concern”. Within one to two more business days, he had already spoken separately by phone with both Jennifer Gill, our President and Managing Member, and our VP Field Operations himself, a nationally recognized masonry staining technical expert who served him personally on his project. His file indicates that phone calls and emails with various team members continued per need with this individual, including conversations with our company President, Jennifer Gill, although, due to altered pandemic work patterns and schedules, and the need for documentation of this individual’s communications, at times, email was preferred for clarity. In the years since this individual’s project originally took place, Jennifer has been assigned to lead national webinars and industry trainings, represents the firm on a national basis, and may be found writing editorials for masonry industry magazines, or growing her female and minority owned firm’s MBE WBE certifications and is less available for day to day phone calls. In those cases, calls are handled by her dedicated staff when she is out of the office to give our clients the full attention that they deserve until she returns.

We typically review our new client intake photos by email, however, being something so unusual for us a claim for “changes” happening, we know that science says that there must be a catalyst, since the product is ASTM Lab tested to endure without fade or change in the harshest conditions possible in North America for both UV and Freeze Thaw for 50 to 80 plus years and beyond. We dispatched our VP Field Operations to return to the homeowner’s home and walk with him within days of the initial call. When our expert who originally performed his work arrived, we provided a thorough inspection of all completed work, including areas that are 100% protected from any weathering exposure whatsoever. We found the entire exterior of the home to be very recently scrubbed immaculately clean, and the home in great condition overall. Still, the homeowner indicated that he no longer liked “his entire home”, however, there were just a few areas he had pointed out to our VP which we could see had been damaged by destructive maintenance. To avoid further damage to his completed work, we again advised him about proper Use and Care through phone calls, that additional in-person visit, and emails. While we are saddened by the misinformation in his review, we deeply appreciate that, even as he posted this review, this individual, behind the scenes, has been very consistently clear in his full confidence in our products and 100% success rate, so much so that he wrote us, insisting that we return to his home once again with the very same excellent products, and perform still more excellent workmanship on his home, though it is an unreasonable request, because he won’t cooperate to disclose details for us to determine if his home is a candidate for staining services now, nor will he agree to cease damaging the work we performed in the first place. More surprising was his request for us to also fully refund the project we’d done with excellence for him years ago. One would not expect to order a new car, drive and enjoy it for three years, damage it with improper use and care, and next, claim to be wronged, demand a brand new car and also demand a refund of the full purchase price. This is not showing that we care, this is agreeing to allow theft of work, twice, and it does not prevent future damage from being done a third or more times.

The individual mentioned his request for details for removal of our custom color stain system designed and applied to endure unchangingly for decades, maintenance-free, and this would be the first time in the Firm’s entire history that such a request has been made to remove “as permanent”, natural and professional color from a building. We are not a “removal” company, we’re an elite staining firm, so we have no advice, however we would point out that if what he alleges in his review is true, that since our claim visit to him, damage is being done year over year, and the damage is actually widespread now, he seems to have a process which he prefers to continue to remove the product rather than taking our expert advice and Use and Care instructions to preserve it. Though disappointed that he is unhappy and unwilling to follow simple Use and Care instructions for professional staining to maintain successful results, we accept that he is free to continue to choose any other process he wishes for his home going forward, as our contract with him has long been fulfilled. We certainly wish him well.

Milt, the pleasure was ours to serve you on a project as important as your own beautiful home, and thank you for sharing your observations about the level of service and results you received! Thank you as well for your continued trust and business. It is never, never taken for granted by us! Sincerely, The Team at Exact Match Masonry Staining, LLC