Millan Painting was hired to paint our living room, kitchen, dining room, hallways, and a large…read moreaccent wall that required additional preparation before painting. The project began on Monday, June 22 and completed on Wednesday, June 24. While we are happy with the final result, the experience getting there was very different from what was presented during the consultation.
Before the project began, the painting consultant gave us a detailed presentation explaining Millan Painting's process and the care they take to protect their customers' homes. We were told the floors would be completely covered with protective paper, trim would be taped off, furniture would be covered, and the refrigerator, kitchen cabinets, countertops, and the perimeter of the ceiling would all be protected since only the walls were being painted. We were also assured that the work would be completed by Millan Painting's own background-checked, vetted employees who could be trusted inside our home, even when we weren't there.
Unfortunately, the first two days did not reflect those expectations.
On June 22, one painter arrived alone. Although he was wearing a Millan Painting shirt, we later learned he was actually a subcontractor brought in because it was peak season. We understand that subcontractors may sometimes be necessary, but we expected them to follow the same standards that had been promised to us.
Instead, only narrow strips of paper were placed along the baseboards instead of protecting the entire floor. Our furniture, refrigerator, kitchen cabinets, countertops, and much of the surrounding area were left uncovered. The additional preparation that had been emphasized for the accent wall also was not completed in the careful manner we expected. Shoes were worn throughout the house, which would not have been an issue had the floors been properly protected as promised.
The most concerning moment came when my wife found the subcontractor standing directly on our kitchen countertops in his work boots without any protective covering underneath. Throughout the first two days, paint splatters and debris were left in various areas of the home. We also found paint on our kitchen island countertop and dining room table. To make matters worse, a dirty rag covered in paint had been used to wipe down our kitchen countertops and dining room table, leaving us concerned about the level of care being taken with our home and belongings.
We contacted the owner after the very first day to express our concerns. While he was responsive and communicated with us, the same subcontractor returned on day two with another worker, and unfortunately many of the same issues continued.
At the end of the second day, we spoke with both the owner and the project manager. The owner assured us that all of the cut-in work would be repainted and that any paint that had gotten onto the baseboards, ceilings, walls, or other unintended surfaces would be corrected and cleaned up before the project was considered complete.
The biggest difference came on day three when Millan Painting's in-house crew of three arrived. From the moment they started, it was obvious they operated differently. They were professional, detail-oriented, respectful of our home, and completed the remaining work with the level of quality and care we had expected from the beginning. The walls, including the accent wall, turned out beautifully, and the finished product looks fantastic.
Our frustration wasn't with the final craftsmanship, it was with the gap between what was promised during the consultation and what we experienced during the first two days. If Millan Painting chooses to use subcontractors during busy seasons, they should ensure those subcontractors follow the exact same procedures and standards that customers are shown during the consultation. Otherwise, customers should be informed beforehand so expectations are realistic.
In the end, I appreciate that the owner remained involved, listened to our concerns, honored his commitment to correct the issues, and ensured the project was completed properly. Thanks to the efforts of the in-house crew, what began as a frustrating experience ultimately ended with a beautiful paint job. It truly was a rough start, but a smooth ending.
