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Problem Customer

7/19/16       
Jim Douglas

I am completing a job with painted cabinets for a large remodel. Cabinets in Kitchen & 3 Bathrooms. The customer did a walk through and came back with the comment that the interiors of the cabinets do not match the outside painted surfaces. The cabinets are painted white exterior and the interiors behind doors are white cabinet liner on plywood. The drawer boxes are also white cabinet liner on plywood. My response was yes they are different materials and surfaces behind doors are not a color match to the exterior exposed surfaces. The customer now wants the interiors of the cabinets to be painted to match the exterior. All my paperwork, quote, shop drawings state white cabinet liner on plywood interiors. Any one have this come up?

7/19/16       #2: Problem Customer ...
Leo G

So they've decided the beer cost should get them champagne at the end of the job. Not super uncommon. They are trying to play you.

If you have paperwork that stated the liner and they signed it that's pretty much the end of the discussion on right and wrong. If you think they might not pay then I suggest that you tell them the doors need another coat and remove all of them. Since the cabinets are now installed, legally they are theirs.

7/19/16       #3: Problem Customer ...
rich c.

I don't think a single customer I've ever had would know what "cabinet liner on plywood" means. They might shake their head okay, but they don't know. Did you tell them that white exterior and white interior were not matched? I consider that basic business 101. Samples presented at the contract signing is essential. I'd say you dropped the ball and it's going to cost you!

7/19/16       #4: Problem Customer ...
Leo G

I disagree. If the customer signed the contract without asking questions on things they didn't understand then they now have created a problem for themselves.

I have clients that questions things about their kitchen design in my contract. I give it to them and tell them to look it over to make sure everything is correct. And if something is wrong or needs to be changed let me know before you sign it.

Contract 101. If you don't understand, don't sign.

7/19/16       #5: Problem Customer ...
Sea444

Samples, samples,samples.

Descriptions lead to misunderstandings.

You wouldn't take an order for chocolate mocha brown exteriors without submitting a sample of the exact stain would you?

7/20/16       #6: Problem Customer ...
Alan F.

If you use language like Custom Grade (AWS/NAAWS) then its material and color of you choice

Semi-exposed Surfaces for:
• Wood casework require for both
transparent and opaque finish at:
• economy grade, wood of the
manufacturer’s choice of species, MDO,
MDF, particleboard, or LPDL of the
manufacturer’s choice of color.
• Custom grade, wood of the
manufacturer’s choice of species, or
LPDL of the manufacturer’s choice of
color.
• premium grade, wood of a compatible
species to the exposed.

NAAWS download

7/20/16       #7: Problem Customer ...
Jim Douglas Member

So I had a meeting with the customer and the contractor and after much discussion and reasons why we could not paint the inside of the cabinets in place the customer has agreed to live with it. I am supposed to pick up a check tomorrow. That was a real close one and could have been a nightmare, you know I am going to be extremely careful in the future. This after 35 years doing this and still get surprises.

7/20/16       #8: Problem Customer ...
Tom Bratton

Congrats on getting paid.

I'm surprised to hear a 50/50 split on who's fault people think this is. I don't think I've ever submitted a sample for melamine. You just call it out on the plans. If someone is really concerned that the interior of the cabinets are painted, then they should have made that clear. Even in high end work, that's a rarity.

7/20/16       #9: Problem Customer ...
Leo G

The only time I paint the interior of a cabinet is if it's an open cabinet or a cabinet that has glass doors.

Pigmented is hard enough to spray on a large cabinet let alone on the inside too.

7/21/16       #10: Problem Customer ...
David R Sochar Member

I have a pretty pat speech about how I will "mention some things that are obvious. Not that I think you are ignorant, but it is better to mention it now than have a problem over something we both assumed differently." I also ask if they have any "questions, suggestions, concerns or changes" at every conversation, meet, and email.

There is the old saying about assume - "ass out of u & me".

7/21/16       #11: Problem Customer ...
Steve

A big thumbs up to Alan F. for the link to NAAWS.

Contracts need to be bullet proof. A free resource to use in your contracts.

7/23/16       #12: Problem Customer ...
Sea444

Putting references to NAAWS in a contract just muddies the water. The customer likely has no idea what it refers to, typically too embarrassed yo ask, and still won't write a check until he is satisfied.

I submit samples of everything, even white melamine. The less confusion up front, the easier to get paid afterwards.

7/25/16       #13: Problem Customer ...
Mark

Sea444

Putting references to NAAWS in a contract just muddies the water. The customer likely has no idea what it refers to, typically too embarrassed yo ask, and still won't write a check until he is satisfied.

I submit samples of everything, even white melamine. The less confusion up front, the easier to get paid afterwards.

This (pointing up)
Verbal or written specs so often mean nothing if the parties understand them differently. Best bet I have is to make samples of everything, have them signed, then cut them in half - one for them, one for me. Then there's no question or surprises later.....

8/23/16       #14: Problem Customer ...
Ryan Millians

How do all of you go about not getting paint or overspray of the insides of your cabinets. We have been building cabinets for over 40 years but have always found it easier to paint the insides rather than get overspray in there. We would love to go to a UV coated box if we could

8/23/16       #15: Problem Customer ...
Leo G

Ahhh.....masking?


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