Old Town Paints

Review: I painted my kitchen cabinets w Old Town Paint and finish. First the paint in the cans did not match even though they were all labeled "Mocha". Then even after obtaining matching paint, we continue to have alot of problems. The paint bleeds causing many spots which do not go away even after multiple coats. Moreover, when anything touched the newly painted and sealed cabinets, it leaves a permanent mark. I contacted OTP which sent a new can of finish saying this would solve the problem. I REPAINTED and REFINISHED all our cabinets but the problem continues. The owner of OTP said he was sending someone to see our cabinets in person but noone ever came and the owner no longer returns our calls or emails.Desired Settlement: Our cabinets are ruined and we need them refinished by a professional or replaced.

Business

Response:

Hi [redacted],We are unclear of why you sent a complaint to the Revdex.com. Customer service is very important to us and we have tried to satisfy every one of your complaints to us. Without questioning your comments, we have gone over and beyond to try to make you a happy customer. We have sent you new products free of charge and we have offered to send someone out to look at your cabinets.There are many factors that can affect bleed through and spotting. Each of our products specifically say that they should be applied over a clean, dry surface. They also specifically say that you should test our products in a inconspicuous area to ensure desired result. There is no way for us to accurately determine the cause of your problem without seeing your cabinets. We sell thousands of products weekly and your complaints are the first.We responded just this past Friday to your latest complaint and asked you to send us your contact information and address as well as a convenient time, that we would be having someone come out to look at your cabinets. We explained that he was on vacation and would be available after today, August 31.We are confused as to why you state that we are not in contact with you? We are just waiting for you to contact us with a date & time to have someone come to you. - As we stated last Friday, August 28. in our email to you.At this point we are unclear if we will be able to satisfy you, but we are still willing to honor our offer of having someone come out to you to look at your cabinets. Please let us know if this is something that you are still interested in. You can contact us anytime during our business hours of Monday - Friday 8:00am to 5:00pm at [redacted] or contact us through email at [redacted]Sincerely,[redacted]

Consumer

Response:

I am rejecting this response because: I would very much like someone to come out to see our cabinets as you said you would many weeks ago. However, since this was discussed, I have had none of my phone calls or emails returned. I did not get the email you spoke of or any others. I have left my phone number and email address with you many times therefore it upsets me that you claim not to have my contact information. Moreover, we did apply the products to a clean and dry surface and did do a sample test. The problem did not occur right away but only after a few days. Please call the number below to set up a time come resolve the problem. We are available any weekday after 5 and all day Friday through Sunday.[redacted]

Business

Response:

Hi [redacted],Thank you for providing your information and availability. We will forward it to [redacted], who will be calling you to arrange a time to come and look at your cabinets.Sincerely,[redacted]

Consumer

Response:

I look forward to hearing from you. We are available for you to see our cabinets M-Th after 5 or anytime F-Sun, You could also try calling my cell [redacted].

Business

Response:

Dear Ann,After coming out personally to look at your cabinets we have determined the problem not to be with the paint or products but to be with the preparation prior to applying the products. We have determined that the cabinets were not properly cleaned prior to painting. There were many areas of grease and residual oils on the cabinets that came through. (especially over the cook top) We also discovered a few areas that were lighter where the clear sealer top coat was missed. We recommend to seal all the areas where the grease & oils are coming through with a pigment shellac called Bin, available at Warehouse Paints there in Auburn. Once that has dried, reapply the paint. Once the paint is dry, reapply the clear top coat making sure to get full coverage over the paint to seal and protect.Sincerely,[redacted]

Consumer

Response:

I am rejecting this response because:The cabinets were cleaned exactly as instructed plus not all the problems are stains bleeding from underneath. Many of the stains are from anything, including water, touching the cabinets. We were told by you that you had a bad batch of finish and even after we re-finished with the product we were sent, the problem continues. We need the cabinets re-done by a professional or replaced. We do not have the money or time to do this ourselves.