Reviews

Review Details

• Review fromTed O

  Date: 09/16/2022

  Prep Rite has a major contract to repair and restain the fencing in ********* retirement community of **********, a large development of 419 homes. Homeowners are responsible to stain the interior of the yard fence. So...I scheduled our daughter, a professional painter, to do our interior fence. I emailed the contact we were given for this project and told him we would be working in our backyard on Wed. After trimming back bushes my daughter was beginning to power wash the fence. Three hispanic males came over to our yard and told our daughter she had to shut off her equipment and leave the yard as they were going to spray the exterior that day. She explained she was hired to do our fence that day. Their response was to tell her their job was more important because they were working for the HOA.Our daughter had rearranged her schedule to fit us in before an out of town job lasting two weeks. She was treated so rudely she ended up leaving in tears. I was at an appt. and not there to support her.So...the next day, at age 74, I cancelled my standing Thursday golf and pressure washed and prepped the fence myself, spending over 3 hours. We will now have to wait two weeks to get it painted.When the ********* business manager contacted their project manager, ***, he indicated the crew had never asked our daughter to leave the yard. He didn't address the fact that they ordered her to stop working. I might have let this drop after an apology from their office manager ****, but I will not tolerate lies. I checked with my wife and daughter and the mne definitely told her she had to leave the yard so they could spray. As a matter of record, there were literally dozens of other yards they could have painted while our daughter finished her work. I am now pusuiing a complaint and will reach out to the ********** Police to see if we have grounds for a harassment complaint.At a minimum this crew should not be around people if this is their behavior.

  Prep-Rite Coatings & Contracting, LLC

  Date: 09/17/2022

  We agree with ************. This should have never happened! Our Moto is the 3 C's - communication, communication and communication and we failed this homeowner. There are no excuses but unfortunately we have a new IT company, it has been very frustrating that 1/2 our customer emails are hitting our spam/junk filters. Our employees know they are to check those folders multiple times a day and unfortunately our employee **** who ************ was emailing never saw his email informing PRC of the work to be done on his yard. Which then lead to our project manager not knowing what was going on to let the crew know and then that lead to the unfortunate altercation between our employees and **************** daughter. As soon as our office was made aware of the incident, **** called to apologize for all that transpired and informed ************ that the Owner of our company was on his way up to address with the crew, check the job site and speak to the ************ personally. We were told that ************ was busy the rest of the day we could come by another day. In the mean time a email was sent to the ****************** that hired *** explaining and apologizing, we had an internal office meeting where **** was written up for not following procedures, we then had a on site meeting with the crew who were then written up and fined and removed from the job site as well as a entire team meeting. We have worked with this crew for over 20 years and hand picked them/him for this property. ****** and his crew completed the last phase at Skyestone with no issues. Knowing it is generally an older community ******* gentle nature was a must. Unfortunately he did not use his best judgement with this incident. We reminded the crew the importance of not interacting with homeowners, since as was mentioned above the crews are largely hispanic, and there is ofter a language barrier. Either way ****** was then removed from the job until everything is worked out. Friday our Project Manager, ***, went to ************ to again apologize and explain what the guys had told him. Not to argue or to suggest his daughter was lying but to just explain what our guys had said. Of course we are partial to our workers just as ************ is to his daughter. We explained it was a huge case of miscommunication and we offered to stain Mr. ***** interior of his fence for free with another crew which was denied. We also had another meeting with the management company, all Prep-Rite employees and all field workers round tabling what had transpired and how this all could have been avoided but also how to treat people we come in contact with on the job sites in the future. We teach all our employees and field workers to take pride in their work but not at the expense of the homeowner. This is their home and it is our job to treat it and them with respect on all job sites. Prep-Rite takes ALL complaints seriously and strive for 100% customer satisfaction. We are a local small business that has grown based on reputation and these issues and concerns hurt our heart. To hear our PM *** did not handle this to Mr. ***** satisfaction we will address again with our office staff and see what everyone has learned from this situation and what we can do different in the future. We again apologize to ************ and his daughter and our offer stands to complete his interior side work at no cost. If *** was unsuccessful at getting the message across we are sorry of our teams behavior, the way that we upset ************ and his daughter and family and the inconvenience of him completing work himself and his project being pushed back. We are not sure what else we can say or do. Please let us know if there is anything else we can do ************. Thank you for your feedback.