Cabinet Renovations

I would like to start off by saying, I’ve been in business for ten years and in those ten years, I’ve built an impeccable reputation for an attention to detail and top notch work until now, I’ve been fortunate enough to be able to say, “ in ten years of business, I have all A+ and five star reviews on sites such as, Angies List, Yelp, etc.” When we took over, the customers had already started their kitchen cabinet paint job We finished sanding her already primed frames, sprayed them, and took her door and drawer panels to the shopAt this point the customer informed me that a “couple" doors were coming unglued Since her kitchen is somewhere between 10-years old, I wasn’t surprised As I loaded them, I noticed that almost all of the door panels were going to need to be rebuilt, which we did at no charge Once we returned with finished panels to install, we were given their original worn out hingesWe were unaware of the condition of their hinges, due to the fact the customer had previously removed them all when she started the jobIt was at this point we noticed some of their original hinges were no longer working properly (bent and unable to keep doors from touching the frames in some areas)This caused some areas to rub through the finist was at this point that I mentioned that the quality or age of the primer “might” have been compromised We asked the customer to let them finish curing and see if the issue was just a “drying time” issueI informed the customer that I would be tied up for the following weeks, promoting my business at the Puyallup Fair, but that I wanted to personally be the one to remedy the problem when the fair was over She agreed Once the fair was over we confirmed that the problem hadn’t gotten any worse and was still just a few minor nicks (size of the tip of a pen in most cases), but we made the decision to completely redo the customers entire job (not “some of the cabinet sections" as the customer stated)To put the customers mind at ease, we immediately picked up all of the panelsWe sanded them, re-primed them, and painted them again We paid for all new soft closing hinges for the customer and re installed everything to customer's satisfaction Approximately one month later the customer complained again about some chippingI sent Ryan out to pick up the few panels in question When he got there, there were stickers on more than just a few panels While inspecting most of the panels which she had designated with tape, he realized there wasn’t anything wrong with most of them When the customer was asked what was wrong with each of those panels, she couldn’t find most of the problems either Ryan still decided to take all the panels in question, so I could inspect them In total, Ryan brought back panels After I inspected them, I only found signs of wear and tear abuse, on of the The rest just needed a simple cleaning to make what may have been perceived as nicks, disappear Once again to appease the customer, I completely repainted all of the panels We then immediately returned and hung the panels Customer is stating that her doors were removed and “touched up times” This is absolutely not true We never did a "touch up”, we completely repainted all of the panels we took each of the “2” times And lastly, the customer is now complaining about how we installed their free soft close hinges I will not take responsibility for something I did not doIts not uncommon for original hinges to slightly crack the frames when being installed for the first timeFortunately on clear finished maple, those cracks are not noticeable, but once you paint that wood, any cracks would then become visible when hinges are replaced So it is my opinion that the cracks were already there, just not visible until the frames were painted white and the hinges were replaced In all we have put over man hours into redoing the customers job Most of which was unnecessary, but to try and appease her We purchased and replaced all of her hinges at no charge At this point, I have lost money on this job I know they say “you can’t make everybody happy” and 10+ years later, I have found that person I believe we have gone above and beyond to remedy the problems I have come to the conclusion that this customer is being completely unreasonable, and there is no making her happy I have always stood behind our work and will do so in the future We feel that a refund would be admitting we did something wrong and didn’t try to remedy it This is definitely not the case, so we will not be issuing a refund.Ian D***OwnerCabinet Renovations inc

Complaint: [redacted]
I am rejecting this response because:Please see attached pictures.  The peeling paint is much bigger then the owner describes.  The tagged and highlighted areas are easy to identify even in the pictures. I also provided the owner with detailed sketches of the cabinet doors clearly marking the peeling areas.  Upon second installation, it was apparent that shotty touch up work was done on only the most obvious peeling places.  I again documented all of this with pictures.  Regarding the hinges, I believe it is the job of a professional cabinet painter to identify old and/or damaged hinges and notify the homeowner that they will cause damage to give the homeowner an opportunity to replace them.  Instead, this business installed freshly painted cabinet doors with old hinges that caused damage.  When the cabinets were repainted, the owner did provide new hinges at no additional cost, admitting responsibility.  Unfortunately, the cabinet doors are still peeling, as documented in the pictures, and the owner is not taking responsibility.  I believe the pictures of the cabinet doors in their current state do well to illustrate the work that Cabinet Renovations does.   
Sincerely,
[redacted]

I would like to start off by saying, I’ve been in business for ten years and in those ten years, I’ve built an impeccable reputation for an attention to detail and top notch work.  until now, I’ve been fortunate enough to be able to say, “ in ten years of business, I have all A+ and five...

star reviews on sites such as, Angies List, Yelp, etc.”.  When we took over, the customers had already started their kitchen cabinet paint job.  We finished sanding her already primed frames, sprayed them, and took her door and drawer panels to the shop. At this point  the customer informed me that a “couple" doors were coming unglued.  Since her kitchen is somewhere between 10-15 years old, I wasn’t surprised.  As I loaded them, I noticed that almost all of the door panels were going to need to be rebuilt, which we did at no charge.   Once we returned with finished panels to install, we were given their original worn out hinges. We were unaware of the condition of their hinges, due to the fact the customer had previously removed them all when she started the job. It was at this point we noticed some of their original hinges were no longer working properly (bent and unable to keep doors from touching the frames in some areas). This caused some areas to rub through the finish. It was at this point that I mentioned that the quality or age of the primer “might” have been compromised.  We asked the customer to let them finish curing and see if the issue was just a “drying time” issue. I informed the customer that I would be tied up for the following 4 weeks, promoting my business at the Puyallup Fair, but that I wanted to personally be the one to remedy the problem when the fair was over.  She agreed.  Once the fair was over we confirmed that the problem hadn’t gotten any worse and was still just a few minor nicks (size of the tip of a pen in most cases), but we made the decision to completely redo the customers entire job (not “some of the cabinet sections" as the customer stated). To put the customers mind at ease, we immediately picked up all of the panels. We sanded them, re-primed them, and painted them again.  We paid for all new soft closing hinges for the customer and re installed everything to customer's satisfaction.  Approximately one month later the customer complained again about some chipping. I sent Ryan out to pick up the few panels in question.  When he got there, there were stickers on more than just a few panels.  While inspecting most of the panels which she had designated with tape, he realized there wasn’t anything wrong with most of them.  When the customer was asked what was wrong with each of those panels, she couldn’t find most of the problems either.  Ryan still decided to take all the panels in question, so I could inspect them.  In total, Ryan brought back 22 panels.  After I inspected them, I only found signs of normal wear and tear abuse, on 4 of the 22.  The rest just needed a simple cleaning to make what may have been perceived as nicks, disappear.  Once again to appease the customer, I completely repainted all of the 22 panels.  We then immediately returned and hung the panels.  Customer is stating that her doors were removed and “touched up 4 times”.  This is absolutely not true.  We never did a  "touch up”,  we completely repainted all of the panels we took each of the “2” times.  And lastly, the customer is now complaining about how we installed their free soft close hinges.  I will not take responsibility for something I did not do. Its not uncommon for original hinges to slightly crack the frames when being installed for the first time. Fortunately on clear finished maple, those cracks are not noticeable, but once you paint that wood, any cracks would then become visible when hinges are replaced.  So it is my opinion that the cracks were already there, just not visible until the frames were painted white and the hinges were replaced.  In all we have put over 76 man hours into redoing the customers job.  Most of which was unnecessary, but to try and appease her.  We purchased and replaced all of her hinges at no charge.  At this point, I have lost money on this job.  I know they say “you can’t make everybody happy” and 10+ years later, I have found that person.  I believe we have gone above and beyond to remedy the problems.  I have come to the conclusion that this customer is being completely unreasonable, and there is no making her happy.  I have always stood behind our work and will do so in the future.  We feel that a refund would be admitting we did something wrong and didn’t try to remedy it.  This is definitely not the case, so we will not be issuing a refund.Ian D[redacted]OwnerCabinet Renovations inc.