Bear Mountain Custom Painting

TAKE PICTURES OF WHATEVER ROOMS OR EXTERIOR YOU WISH TO HAVE PAINTED PRIOR TO WORK BEING DONE BY THIS COMPANY.  

We have used Bear Mountain twice previously, once for our house exterior with only minor issues that were addressed, and once for our babies nursery room with no issues.  However this most recent and final service was for an interior room to be our child's play room.

Our first problem was with scheduling.  One interior room for a company with a double digit number of crews and we were told it would be about three weeks out and they would try to fit us in.  The date, Thursday 11/15, wasn't confirmed until the week before and two days before we were told it may have to be pushed due to other jobs affected by weather.  Then one day prior to the confirmed date, Thursday 11/15, it was pushed to the next day, Friday 11/16 between 8:30-9:30. 

We then receive a call at 7:30am on Friday 11/16 that the crew would be there between 9-10am.  Two other calls were received stating they were on their way.  The crew finally arrived at 10:10.  All of these calls were made to our house number not the cell numbers given on all their forms.  Why did we fill out all the lengthy forms if they were not to be used in the beginning but used against us in another issue mentioned below?

The next issue was the prep work which is mentioned in the contract but doesn't really happen unless pointed out during the post inspection.  Small imperfections that can be corrected by light sanding are not in their version of "prep work".  Sonya stated their standard is "any imperfections that can be seen from twenty feet".  Twenty feet is extremely excessive for an interior room and I find that hard to believe that is the painting industry standard for "interior" rooms.  The small correctible issues were taken care of but had to be requested.

Another issue we found came from an adamant request to use the same low odor paint that was used prior.  This was stated several times during the quote process but did not make it to the contract.  The correct paint was on the crews orders but the wrong paint was listed in the contract.  This was a miss on our part for the contract but the reason given for their mix up was the quote person was really busy.

But this major miscommunication now caused the type of paint we specifically said could not be used due to previous personal experience with very bad odor.  All of our first floor windows needed to be open almost all day and probably the next to vent the fumes from this particular paint and any mentions to this were dismissed as we must have a sensitive of smell.  Not a good start for a child's play room.  The paint used on the prior job had minimal fumes during the paint process and no fume problems by the same afternoon.

Final, most frustrating, and insulting issue was a red powder was found on the carpet immediately after the crew removed their equipment.  When I pointed this out to the crew supervisor one of the crew brought a rag in and tried rubbing it off.  At the same time Sonya was contacted and said she would come take a look.  While waiting for Sonya the crew member brought another rag in with pine-sol and rub some more.This is a major problem as we try to be as chemical free as possible for our child and whatever this was is now being rubbed into our carpet without them even asking if they could.  

This removed the dust but left a red mark on the carpet.  When Sonya arrived she questioned if the crew used drop clothes and they said they did and she stated she doesn't know how this happened if they used drop cloths.

The crew did use drop cloths but initially brought their equipment with their shoes on the carpet before laying the drop clothes out.  Basically her position was to deny and sometimes homeowners do not notice things like this and think it was the workers.  This mark or red dust was not on the carpet prior to this work being done.  Now our integrity is being questioned and dismissed, and to further insult us by saying "try not having any red drinks in that room" to keep from having another red spot.

After consulting her husband we were offered a $25 discount, however it will cost us $60 to have the carpet cleaned.

It is outrageous to believe that their firm stance is that if drop cloths were used absolutely nothing could happen.  We were personally insulted by their response and will NEVER use or recommend this company again.

I would HIGHLY suggest anyone using this company take detailed pictures of every square inch that is in and around the areas they will work prior to the work crews arriving to prevent being accused, insulted, and out financially as we were.  Accidents happen and all we wanted was to be treated with the honesty and respect we gave them but that did not happen.