Came through in the end
After posting the review below, Devin, the appraiser's manager, contacted us and she said Vivax would like to make things right, which they did. Painters came out and applied the touch-up coat we had been asking for, which took less than an hour with the paint we provided. It probably shouldn't have taken a negative review to get us here, but to their credit, they did make good on it. This should get us a few more years until the whole house needs paint, and we will consider giving Vivax another chance.
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Vivax painted our home over five years ago. The crew was rushed. They left so much primer exposed that they had to come back out twice, and in the end I touched up the lower areas myself because they kept missing them. You're paying for their marketing, not their painting.
The bigger problem emerged later. They missed an entire section of 2nd-story siding on the upper peak above the roofline. This wasn't obvious at inspection because the old Kwal paint underneath was the same color as the new paint and was still relatively new at the time. This west side peak is only visible if you step back onto the neighboring property, which is apparently something the rushed crew never bothered to do. But years of weathering have made the failure impossible to ignore. The missed section is now visibly more faded and streaked than everything around it. Normally it's the south-facing side that shows fading first.
When I contacted Vivax, they told me it was just sun fading and suggested I pay for a full repaint. I pushed back, and they eventually sent an estimator. To confirm what I was seeing, I ran a simple test: I scraped a small area of a clearly repainted section and found white primer underneath, exactly as expected. Then I checked the peak. No primer. No Sherwin-Williams paint. Just the original Kwal, now aged and streaked. This is not a matter of opinion. Their warranty appraiser looked me in the eye, dismissed the scrape test entirely, and told me the section had been painted but had magically faded more than the adjoining areas on the west side. Then he quoted me $470 to fix their mistake, discounted to $370 because I was supplying the paint myself. That "$100 customer service discount" was just the cost of a gallon I already owned. I gave them a chance to make good on this. They did not.
They could have simply said the work was out of warranty. That would have been disappointing but honest. Instead they chose to insult my intelligence.