Frequently Asked Questions

Frequently Asked Questions > Process and Our People

Questions About the Process and Our People

I have just met with the estimator – now what?

For most of our estimate appointments, our estimators will provide you with a digital proposal overview during the appointment time. Following the overview, you will receive a digital PDF copy as well. If you are ready, you will have the opportunity to schedule your project at that point. Don’t worry, you will not find our staff to be “salesy” or “pushy”. Once you are ready to move forward, call your estimator they will get your project scheduled and explain the next steps.

I have reviewed the proposal and would like to proceed – what do I do next?

The best thing to do is to call or email your estimator who will discuss the next steps. These often start by getting a signed copy of the proposal, discussing where you stand in the color selection process, and what your scheduling preferences are. In the busy season (spring and summer) we’re 3 to 5 weeks out. However, we often can work with you if a certain deadline is coming up, just share this with your estimator.

How do I address any concerns I may have throughout the project?

Many questions or concerns can be addressed by the Job Site Supervisor. You will find our Job Site Supervisors to be friendly and accommodating regarding any questions or concerns that may arise. Additionally, they will want to give you periodic updates on the progress of the job. Also, all projects are assign to a Production Associate. Our Production Associates are staff members who work in coordination with our Job Site Supervisors, Estimators and clients to make sure all details are in order and projects are running smoothly. Your Production Associate will call you the week before your project starts to introduce themselves.

How long will the project take?

When we start a project, we stay until it is finished – our crews are not juggling a handful of projects concurrently, meaning that our goal is to minimize the disruption painting causes to your normal routine However, weather may play a role on how long it takes exterior projects to be completed. Your estimator will be able to give you a pretty good idea of how long your specific project will take.

I plan on being out of town during the part or all of the project – is this okay?

We will work around your schedule as best as possible. Some customers allow us to work on the project while they are away, others do not. We will handle it however you wish, but request that you notify us as early as possible if you plan to be absent once the work begins.

What about inclement weather?

On exterior projects, there are a number of tasks that can be performed in light rain or fog, such as power washing and scraping. However, we cannot apply sealants, primer or paint in wet weather. In these instances we must wait for the home to dry out.

As a rule of thumb, if the streets are dry the house is dry enough to paint. In many instances the structure will take a little longer to fully dry. Rest assured that we will wait the proper amount of time to ensure the coatings we apply leave you with a quality finish – that is our primary goal.

How is payment handled?

On most residential projects we do not require any payment until the project is completed. Once completed, the balance is due in full.

We prefer payment by check. However, we accept major credit cards (MasterCard, VISA, American Express, Discover) with a 2% service fee that will be added to your bill to offset the charges the credit card merchants charge us.

Does the crew expect a tip at the end of the job?

Our crews are professional painters and are compensated accordingly. They do not expect a tip and will not solicit one. Occasionally customers want to thank the Job Site Supervisor or the entire crew for going ‘above and beyond.’ Feel free to tip if you are delighted with the quality of the work and the customer service you received, but certainly do not feel obligated or that it is expected.

I’m concerned about water leaks into the house. Will painting solve these issues?

Water intrusion can occur for many reasons: poor draining from gutters, rusted or damaged window and roof flashing, rotted siding or trim work, or damaged roofing, to name just a few. Moreover, it is difficult to determine the exact point of water entry because water often “runs” once it enters the structure, meaning that it may come in at one point, travel along an interior joist or support beam, and come through drywall or plaster in an area far from the point of entry.

The caulking and sealing that are part of the normal preparation process of painting often solve leaking problems. However, if the root of the leaking problem is from some other source (for example, a damaged roof or gutters) the painting process probably will not solve the problem.

What if dry rot or other carpentry issues are discovered during the painting process?

We regularly perform basic carpentry repairs that are commonly found as part of exterior painting projects – removing and replacing rotten trim, soffit, siding boards, etc. However, while we are very good at BASIC carpentry repairs, we stay away from repairs that require advanced skill, such as hanging doors, replacing wood that involves touching roofing/plumbing/electricity, etc. For example, we do not replace wood that requires the removal of window flashing or messing with an exterior hose bib.