Dave's Joint Custom Woodworking

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
When I originally hired [redacted], on 1/31/13 to make my cabinets I was shown a sample cabinet door at his shop and was told he would order the doors from a cabinet door company in [redacted] AZ. I was told he would begin construction on the cabinets in one month and I gave him a check for $2000 for a down payment. [redacted] then came to my home to measure. I was NEVER told that my swamp cooler would cause problems with the cabinets. In my opinion if he had expressed concerns regarding the swamp cooler  wouldn't he have had me sign  a waiver regarding this? This issue was never addressed at the beginning or I certainly would not have ordered them from him.
In March 2013 after multiple attempts to catch [redacted] at his shop and multiple unanswered phone calls\ finally touched base with him re status of my cabinets.  At this time [redacted] told me things had gotten behind as he was going thru a divorce. I told him I understood.  At this time [redacted] suggested in order to save money he build the cabinet doors rather than buy them from the [redacted] cabinet door company. He assured me that he could build them as well  as the [redacted] cabinet door company. He also suggested that the do the kitchen counters as well.  I did agree to these suggestions and gave him during this time he came and did measurments four different times. He stated that he liked to make sure his measurments were right. Even with all of his measurments there were LOTS of problems. Finally in June 2013 we got our cabinets and paid the final amount due of $2062.12. The refigerator would not fit in the space and we had to tear out the new flooring under the refrigerator and the edge of the cabinet next to the refridgerator had to be cut down in order for fridge to fit. The sink did not line up with the window (photograph attached #A) and he did not allow for the kitchen sink plumbing. In order to get this to fit he had to make our counter two inches wider than normal and he then cut a large hole in the cabinet underneath the sink to accomadate the plumbing.
We were very excited after all this time to get the new cabinets and counters. They looked great and I did say I might have new stools made by[redacted]. Three to Four weeks went by and we started having problems with the cabinets. Some of the doors started coming apart at the seams . I took them back to [redacted] and he repaired them. At this time he gave us the excuse that the problem was caused by our swamp cooler. This was the first time that he had mentioned this. Several of the doors came apart a second and third time and he did repair them. I beleive that he should have replaced them. We currently have several doors that have come apart and split (photograph attached #B & C)
He wants to blame it on poor ventilation and a swamp cooler. He fails mention that my home has a open floor plan with two large ceiling fans. My kitchen is well ventilated.
We started having problems with the hinges. The hinges are the wrong type of hinge for our cabinets. They are a flush mount hinge and should have three screws. The way [redacted] had them attached they only have two 1/2 inch screws on the edge of a 3/4 inch board with no anchor screw on 16 inch and 20 inch doors (photograph attached #D). Therefore the part of the hinge that has the third screw hole just protrudes into the cabinet, causing packaging of stored items to tear and it can cause injury to those reaching into the cabinets. Besides the way they are mounted, the screws keep coming loose and we have actually had cabinet doors fall off. When I complained about the hinges, [redacted] gave me a box of 3/4 inch screws. I did try the 3/4 inch screws but due to the way they are mounted that only lasts a short time before they loosen up. I am now up to 1 1/4 inch screws in the doors and they are becoming loose. No matter the size of the screws this will continue to happen due to the way [redacted] has them mounted. The only cabinet doors that I am not having prolems with the hinges is the two doors below the sink that I mounted a block of wood behind, so that the third anchor screw could be mounted (photograph attached #E). It is the same door that [redacted] mentions that I pulled loose from the frame.
[redacted] claims that I called the hinges "st and crap" this is not true. The hinges are a good hinge, just the wrong type of hinge for my cabinet.
The cabinets, drawers and wood work along counters are already loosing the finish. It is spotted and totally missing in some areas. Of course when this was mentioned to [redacted], he states it is due to water getting on them. [redacted] was told from the start that our kitchen gets used every day. My wife cooks, bakes and cans, our kitchen is utilized every day. If a spot of water is going to ruin the finish, he should have used a better finish.
We have had a another cabinet compay with  over 30 years experience come out and examine our cabinets. This cabinet company buys their cabinet  doors from a [redacted] cabinet door company. We have been told that in 30 years the cabinet maker has only had two experiences of the cabinet doors coming apart at the seams. He states in those instances, he replaced the doors. He states repairing them does not work, they will keep coming apart and states [redacted] should have replaced, not repaired them. The cabinet doors and drawer fronts will  need to be replaced. The cabinet boxes and wood work will need to be refinished with a different type of finish. He states that the finish [redacted] used does not hold up.
I will be hiring this company to come in and replace the cabinet doors, drawers and refinishing all of the wood work for $2400.  Most importantly the work will be done correctly and to my satisfaction.
 
Regards,
[redacted]

This is in written response per your request from a complaint you received regarding my business, Dave’s Joint Custom Woodworking, from [redacted], hereinafter “customer” dated July 14th, 2014.
On June 5th, 2013 I completed a set of kitchen cabinets for the above named individual....

 Upon completion and delivery, the customer was happy with the product, the craftsmanship, and construction of his purchase.  At this time the customer paid the balance of due for the product and even mentioned he might have me construct some bar stools for his new kitchen in the near future.
While placing the cabinets into his empty kitchen, I advised the customer that his industrial sized “Swamp Cooler” (photograph attached #A) blowing directly into his kitchen may have an adverse effect on his cabinets, mainly the doors if the room was not adequately ventilated allowing excessive moisture to escape.  The customer told me he had never had any problems in the past with his “Swamp Cooler” and old cabinets.
I explained that his new cabinets were constructed of SOLID wood raised panel doors, and not plywood, as were his old cabinets, and SOLID wood reacts to excessive moisture differently and more so than plywood.  I again reiterated to him that he must allow for proper air ventilation to avoid excessive moisture from his Swamp cooler that was blowing directly into his kitchen from the opposite side of the room. Customer told me he understood, and would leave the kitchen window slightly open to help with ventilation.
Approximately three months later, in September of 2013, customer returned to my shop with six doors that he stated were coming apart.  I inspected the doors and compared them to a sample door I had made for my shop as a display when I made customer doors.  This sample door (photograph attached #B) had no signs of expansion or splitting.  His door panel had expanded to such an extent, it had broken the rail and stiles of the door frame on all six doors. I placed a “Wagner Electronics” moisture meter on my sample door and received a reading of 7% moisture content.  I then placed the same moisture meter on customer’s doors and received a reading of 15-17% moisture on each door consecutively (over double the moisture content of my sample door).
I advised the customer of my findings, but agreed to repair or replace his doors as needed, at NO CHARGE to him.  I completed the doors and repairs the same day and delivered them to his residence and attached them to his cabinets.  I told customer again, that proper ventilation in his house would reduce the swelling effect on his “Sold Raised Panel Doors” from his swamp cooler.  
Approximately one month later in September, customer brought to my shop two more doors with the same complaint.  Again, both doors had a moisture reading of 15-17% and had slightly split the rail and stile as they expanded.  I repaired these doors for the customer and delivered them to his house the next day, at NO CHARGE.  While installing the doors, I noticed that a door under the kitchen sink had been altered with a wooden block behind the hinges.  I asked customer’s wife what had happened and she advised me her husband leaned on the door to help himself up from the floor as he was installing the plumbing and pulled it loose from the face frame of the cabinet.  Customer stated it was noting I did or any fault of the cabinet construction.
In April of 2014, customer came to my home residence and told me his hinges were, “Crap” and he wanted his old hinges back.  I asked if customer could be more specific and he told me the ½”-5/8” screws holding his hinge plates on were pulling out of the face frame of the cabinet.  I told customer I would supply him with a box of 1” screws to replace the existing screws that had worked loose.  I delivered the screws the next day to customer’s wife at NO CHARGE.
On June 2nd, 2014, customer arrived at my business, stating his hinges were, “St”, and wanted new ones.  I told customer I would stop by his residence in a day or two and look at his hinges to try and determine the problem.  I advised customer that I had been using the same type of hinge on dozens of kitchens over the last few years and have never had a problem with them.  I even had customer look at my shop cabinets (15 years old) with the same hinges he had, that were working as good as the day they were installed.
On June 6th, 2014, I arrived at customer’s residence and was met by his wife, who allowed me access to the kitchen.  Sitting on the kitchen counter I observed the same box of 1” screws I had supplied him two months earlier, still unopened.  Furthermore, I observed two doors that appeared to have screws working loose, but still attached to the cabinet face frame.  I checked all other doors and found them to be working properly.  While inspecting the cabinet doors, I notice several of the lower cabinet doors around the kitchen sink had water damage from standing water or food on them causing a white or blotchy spotting.   I told customer’s wife to have her husband call me to schedule a time to replace the screws in the hinges at NO CHARGE.  She agreed.
Later that afternoon, I received a visit from another local cabinet shop, stating they had just been at my customer’s residence and were going to be hired to replace all his doors.  
I never received a call back from customer to schedule a time to replace the screws.
Three weeks later on June 27th, 2014 I received a call from customer.  Customer stated he wanted me to replace all the doors to his entire kitchen at no charge.  I explained to customer that I have done everything possible to make him happy, but he had not followed my recommendations for proper ventilation, replaced the screws I provided him, or properly cleaned his cabinets when they had standing water/food on them.  I told customer I would replace his doors as long as he paid for material cost (approximately $16.10 per square foot) plus freight, and lacquer to finish them.  All work for making the doors would be at NO CHARGE to customer and there would be NO CHARGE for my labor or time.  In addition, customer could purchase whatever type of hinge they would like at my cost.
At this point, customer became angry and began making rude comments, insults, and accusations.   I told customer it was apparent that nothing I could offer will ever make him happy and I was sorry he was displeased.  I again told customer that without proper air circulation and ventilation in his home, his doors, no mater where he buys them or has them made, will react just as they have over the last year.
I have completed three other kitchens in the same neighborhood over the last two years in homes with and without swamp coolers and had no problems or complaints.  I cannot be held liable or responsible for the humid conditions in which this customer keeps their home.  I still offer to customer to replace doors as mentioned above (at my cost of  $16.10 per square foot plus freight, and lacquer), but cannot remake his doors every year due to climate control issues in a home that are clearly beyond my control.
Sincerely,
[redacted]
Dave’s Joint Custom Woodworking

This is in written response per your request from a complaint you received regarding my business, Dave’s Joint Custom Woodworking, from [redacted], hereinafter “customer” dated July 14th, 2014.

On June 5th, 2013 I completed a set of kitchen cabinets for the above named individual....

 Upon completion and delivery, the customer was happy with the product, the craftsmanship, and construction of his purchase.  At this time the customer paid the balance of due for the product and even mentioned he might have me construct some bar stools for his new kitchen in the near future.

While placing the cabinets into his empty kitchen, I advised the customer that his industrial sized “Swamp Cooler” (photograph attached #A) blowing directly into his kitchen may have an adverse effect on his cabinets, mainly the doors if the room was not adequately ventilated allowing excessive moisture to escape.  The customer told me he had never had any problems in the past with his “Swamp Cooler” and old cabinets.

I explained that his new cabinets were constructed of SOLID wood raised panel doors, and not plywood, as were his old cabinets, and SOLID wood reacts to excessive moisture differently and more so than plywood.  I again reiterated to him that he must allow for proper air ventilation to avoid excessive moisture from his Swamp cooler that was blowing directly into his kitchen from the opposite side of the room. Customer told me he understood, and would leave the kitchen window slightly open to help with ventilation.

Approximately three months later, in September of 2013, customer returned to my shop with six doors that he stated were coming apart.  I inspected the doors and compared them to a sample door I had made for my shop as a display when I made customer doors.  This sample door (photograph attached #B) had no signs of expansion or splitting.  His door panel had expanded to such an extent, it had broken the rail and stiles of the door frame on all six doors. I placed a “Wagner Electronics” moisture meter on my sample door and received a reading of 7% moisture content.  I then placed the same moisture meter on customer’s doors and received a reading of 15-17% moisture on each door consecutively (over double the moisture content of my sample door).

I advised the customer of my findings, but agreed to repair or replace his doors as needed, at NO CHARGE to him.  I completed the doors and repairs the same day and delivered them to his residence and attached them to his cabinets.  I told customer again, that proper ventilation in his house would reduce the swelling effect on his “Sold Raised Panel Doors” from his swamp cooler.  

Approximately one month later in September, customer brought to my shop two more doors with the same complaint.  Again, both doors had a moisture reading of 15-17% and had slightly split the rail and stile as they expanded.  I repaired these doors for the customer and delivered them to his house the next day, at NO CHARGE.  While installing the doors, I noticed that a door under the kitchen sink had been altered with a wooden block behind the hinges.  I asked customer’s wife what had happened and she advised me her husband leaned on the door to help himself up from the floor as he was installing the plumbing and pulled it loose from the face frame of the cabinet.  Customer stated it was noting I did or any fault of the cabinet construction.

In April of 2014, customer came to my home residence and told me his hinges were, “Crap” and he wanted his old hinges back.  I asked if customer could be more specific and he told me the ½”-5/8” screws holding his hinge plates on were pulling out of the face frame of the cabinet.  I told customer I would supply him with a box of 1” screws to replace the existing screws that had worked loose.  I delivered the screws the next day to customer’s wife at NO CHARGE.

On June 2nd, 2014, customer arrived at my business, stating his hinges were, “St”, and wanted new ones.  I told customer I would stop by his residence in a day or two and look at his hinges to try and determine the problem.  I advised customer that I had been using the same type of hinge on dozens of kitchens over the last few years and have never had a problem with them.  I even had customer look at my shop cabinets (15 years old) with the same hinges he had, that were working as good as the day they were installed.

On June 6th, 2014, I arrived at customer’s residence and was met by his wife, who allowed me access to the kitchen.  Sitting on the kitchen counter I observed the same box of 1” screws I had supplied him two months earlier, still unopened.  Furthermore, I observed two doors that appeared to have screws working loose, but still attached to the cabinet face frame.  I checked all other doors and found them to be working properly.  While inspecting the cabinet doors, I notice several of the lower cabinet doors around the kitchen sink had water damage from standing water or food on them causing a white or blotchy spotting.   I told customer’s wife to have her husband call me to schedule a time to replace the screws in the hinges at NO CHARGE.  She agreed.

Later that afternoon, I received a visit from another local cabinet shop, stating they had just been at my customer’s residence and were going to be hired to replace all his doors.  

I never received a call back from customer to schedule a time to replace the screws.

Three weeks later on June 27th, 2014 I received a call from customer.  Customer stated he wanted me to replace all the doors to his entire kitchen at no charge.  I explained to customer that I have done everything possible to make him happy, but he had not followed my recommendations for proper ventilation, replaced the screws I provided him, or properly cleaned his cabinets when they had standing water/food on them.  I told customer I would replace his doors as long as he paid for material cost (approximately $16.10 per square foot) plus freight, and lacquer to finish them.  All work for making the doors would be at NO CHARGE to customer and there would be NO CHARGE for my labor or time.  In addition, customer could purchase whatever type of hinge they would like at my cost.

At this point, customer became angry and began making rude comments, insults, and accusations.   I told customer it was apparent that nothing I could offer will ever make him happy and I was sorry he was displeased.  I again told customer that without proper air circulation and ventilation in his home, his doors, no mater where he buys them or has them made, will react just as they have over the last year.

I have completed three other kitchens in the same neighborhood over the last two years in homes with and without swamp coolers and had no problems or complaints.  I cannot be held liable or responsible for the humid conditions in which this customer keeps their home.  I still offer to customer to replace doors as mentioned above (at my cost of  $16.10 per square foot plus freight, and lacquer), but cannot remake his doors every year due to climate control issues in a home that are clearly beyond my control.

Sincerely,

Dave’s Joint Custom Woodworking

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

When I originally hired [redacted], on 1/31/13 to make my cabinets I was shown a sample cabinet door at his shop and was told he would order the doors from a cabinet door company in [redacted] AZ. I was told he would begin construction on the cabinets in one month and I gave him a check for $2000 for a down payment. [redacted] then came to my home to measure. I was NEVER told that my swamp cooler would cause problems with the cabinets. In my opinion if he had expressed concerns regarding the swamp cooler  wouldn't he have had me sign  a waiver regarding this? This issue was never addressed at the beginning or I certainly would not have ordered them from him.

In March 2013 after multiple attempts to catch [redacted] at his shop and multiple unanswered phone calls\ finally touched base with him re status of my cabinets.  At this time [redacted] told me things had gotten behind as he was going thru a divorce. I told him I understood.  At this time [redacted] suggested in order to save money he build the cabinet doors rather than buy them from the [redacted] cabinet door company. He assured me that he could build them as well  as the [redacted] cabinet door company. He also suggested that the do the kitchen counters as well.  I did agree to these suggestions and gave him during this time he came and did measurments four different times. He stated that he liked to make sure his measurments were right. Even with all of his measurments there were LOTS of problems. Finally in June 2013 we got our cabinets and paid the final amount due of $2062.12. The refigerator would not fit in the space and we had to tear out the new flooring under the refrigerator and the edge of the cabinet next to the refridgerator had to be cut down in order for fridge to fit. The sink did not line up with the window (photograph attached #A) and he did not allow for the kitchen sink plumbing. In order to get this to fit he had to make our counter two inches wider than normal and he then cut a large hole in the cabinet underneath the sink to accomadate the plumbing.

We were very excited after all this time to get the new cabinets and counters. They looked great and I did say I might have new stools made by[redacted]. Three to Four weeks went by and we started having problems with the cabinets. Some of the doors started coming apart at the seams . I took them back to [redacted] and he repaired them. At this time he gave us the excuse that the problem was caused by our swamp cooler. This was the first time that he had mentioned this. Several of the doors came apart a second and third time and he did repair them. I beleive that he should have replaced them. We currently have several doors that have come apart and split (photograph attached #B & C)

He wants to blame it on poor ventilation and a swamp cooler. He fails mention that my home has a open floor plan with two large ceiling fans. My kitchen is well ventilated.

We started having problems with the hinges. The hinges are the wrong type of hinge for our cabinets. They are a flush mount hinge and should have three screws. The way [redacted] had them attached they only have two 1/2 inch screws on the edge of a 3/4 inch board with no anchor screw on 16 inch and 20 inch doors (photograph attached #D). Therefore the part of the hinge that has the third screw hole just protrudes into the cabinet, causing packaging of stored items to tear and it can cause injury to those reaching into the cabinets. Besides the way they are mounted, the screws keep coming loose and we have actually had cabinet doors fall off. When I complained about the hinges, [redacted] gave me a box of 3/4 inch screws. I did try the 3/4 inch screws but due to the way they are mounted that only lasts a short time before they loosen up. I am now up to 1 1/4 inch screws in the doors and they are becoming loose. No matter the size of the screws this will continue to happen due to the way [redacted] has them mounted. The only cabinet doors that I am not having prolems with the hinges is the two doors below the sink that I mounted a block of wood behind, so that the third anchor screw could be mounted (photograph attached #E). It is the same door that [redacted] mentions that I pulled loose from the frame.

[redacted] claims that I called the hinges "st and crap" this is not true. The hinges are a good hinge, just the wrong type of hinge for my cabinet.

The cabinets, drawers and wood work along counters are already loosing the finish. It is spotted and totally missing in some areas. Of course when this was mentioned to [redacted], he states it is due to water getting on them. [redacted] was told from the start that our kitchen gets used every day. My wife cooks, bakes and cans, our kitchen is utilized every day. If a spot of water is going to ruin the finish, he should have used a better finish.

We have had a another cabinet compay with  over 30 years experience come out and examine our cabinets. This cabinet company buys their cabinet  doors from a [redacted] cabinet door company. We have been told that in 30 years the cabinet maker has only had two experiences of the cabinet doors coming apart at the seams. He states in those instances, he replaced the doors. He states repairing them does not work, they will keep coming apart and states [redacted] should have replaced, not repaired them. The cabinet doors and drawer fronts will  need to be replaced. The cabinet boxes and wood work will need to be refinished with a different type of finish. He states that the finish [redacted] used does not hold up.

I will be hiring this company to come in and replace the cabinet doors, drawers and refinishing all of the wood work for $2400.  Most importantly the work will be done correctly and to my satisfaction.
 

Regards,

Mr. [redacted] has signed an agreement to drop all complaints etc. and has been paid $2400.00 to resolve this matter. Please see attached copies of notarized signed agreements (he would not sign at the same time as Mr. [redacted] so each party has their individual signatures on the same agreement notarized separately) and the copies of the cashiers checks issued to Mr [redacted].