Have you seen one or more poor reviews of our service? We work hard to make sure that all our customers are satisfied with their completed painting projects. Nevertheless, you may still find a few poor reviews, and we make every reasonable effort to resolve the issues for our customers.
We take very seriously the posting of a poor review; we assume our prospective customers do as well. Consequently, we wanted to use this space to add some perspective to the occasional online complaint.
We paint a lot of houses each year.
First, our percentage of complaints is extremely low, a fact that is not clear to a person reading online reviews. In the past five years, for example, we have painted more than 4,000 projects for customers throughout Chicago and the suburbs. We generally do not get more than a handful of complaints in each season, which we respond to promptly. We know it’s possible for misunderstandings to arise. We also know our painters are human. Thus, we do all we can to see that our customers’ issues are resolved to their satisfaction.
The BBB gives this admonition: “When considering complaint information, please take into account the company’s size and volume of transactions, and understand that the nature of complaints and a firm’s responses to them are often more important than the number of complaints. BBB Business Profiles generally cover a three-year reporting period.”
The source is sometimes unreliable.
So often, the complaints posted online (both for our company and others) are not verified. For example, anyone with a Yelp account can make a negative posting, and the identifying information required is nominal, often anonymous. We would feel obligated to respond, but it’s not possible to know the source of the complaint. And, by the way, it’s been documented that negative comments are sometimes competitors or disgruntled employees.
Rather than post online, we encourage our customers to let us know whenever they have a concern about our company’s performance. It’s the best way for those concerns to be addressed. In fact, it’s the only way. They can call us or send an email to service@thosepaintingguys.com, and we will take it from there.
We encourage our prospective customers to understand that a few negative reviews posted in social media sources don’t reflect the many satisfied customers we have served. We hope you will soon be one of them.