I have a customer who is a contractor and has put our products in his house and his clients houses. We painted his stuff with an opaque finish 7 years ago and he is now complaining of wear through at high traffic ares. He has a client who also is complaining. Last year I remade his clients sink base doors because of water damage which she swore was not water damage. Now i`m being asked to make doors again and they are both upset of wear through and chipping.
The best part is his sister is a lawyer!
Where does 1 draw the line. Our warranty stops at wear and tear. There is $20,000.00 in repairs here and I don`t have that kind of money.
What would you do?
It was nitro with 2 coats of primer and 2 coats of top coat. The top edges of drawers and waste bin edge is wearing through.
Everything is made with hard maple. I was also told when they dent the cabinet it chips.
Were the edges eased prior to applying the finish? Also, Nitro coatings are not the best at warding off water damage or chipping.
Most product catalogs recommend against using them for items that are being installed in areas where they will be subjected to moisture.
Its unfortunate but wear through and chipping can be expected when using a Nitro coating.
There are plenty of cars out there where the finish has failed......not sure they are still under warranty.......?
7 years......? Need to keep a "good" client.....stay out of court. Offer to meet them in the middle. Because the cabinets are way past the industry standard of a one year warranty. Suggest a discount on a new conversion varnish finish...... Cheaper then a lawyer.
Actually I do not have to save the customer.
The customer is 300 miles away.
Looking back in our records we shipped his product 9 years ago and his client`s 7 years ago. The 2 doors that were repaired last year were very abuse in my opinion. No matter what there was for a finish the damage would have happened. Water was pooled on the door rail from spillage and not wiped multiple times. I replaced free of charge. I feel as though no matter what I loose.
I have cabinets in our shop from the same era painted with the same process and paint and really need to beat it to chip it.
7-9 years on a nitro finish in a kitchen is extraordinary. No way that the finish should be warranted forever. The caveat will be what was specified in a contract. No duration to a warrantee in the contract, then I guess it will be a fight to prove what implied duration of the warrantee will be. Hard to imagine that the repairs will amount to $20,000. That must be one big kitchen!
$20,000 is an estimate for the total refinish of an 8'x3' island, laundry bath room, and another 2' x 8' island. All are beaded f/f.
When I remade the 2 doors he insinuate that she was the cause of the damage but the lady was very upset so he wanted the best for his customer. The lady is a family friend and he doesn't want to deal with her frustration so it is being passed to me. I mean I have really bent over backwards for this fella. I remade the water damaged doors, finished and shipped free of charge.
One customer was not happy with a trash can slide out ($200.00) so I swapped it out free of charge and had it drop ship to her door for installation. Another was teenager running through the kitchen and hooked his clothing on a door knob and bent hinges so we sent out new ones for free. I truly feel as though it will never stop. I haven't done a job for him for six years. There is always talk about a job but I haven't seen one in six years. I think I'm done.
In my experience these people unfortunately exist but fortunately are far rarer than the latter. You seem like a nice guy that bites his lip to make people happy, and that can bite you in the rear as you have realized. There are some that no matter how hard you try to please them, they cannot be pleased and are forever bitter and interested in taking advantage of nice people. I don't buy the nitro/CV finish that others have mentioned. Sure there are stronger, more durable coatings available, but without proper care and common sense it will wear no matter what you spray it with under the right conditions. No referrals in 6 years and they are still after you for freebies? I wouldn't warranty over a year, let alone that long. I would tell them that normal wear and tear and water damage is not included, especially after this much time. If they don't want to pay for your time to fix it, then just ignore it and hope it goes away. Sure they could go after you legally, but you clearly already did your part ten fold and they are never satisfied. If you help them again, you will surely get taken up some time at a later date with the same problems.
From the face of this post, I'd say walk. You've done your best, over and beyond. While I don't advocate Nitro for kitchen, bath or laundry cabinetry - the one saving grace is ease of repair. But that's not the question here. Politely tell the GC you are done. Period.
The following is our warranty disclaimer on all our contracts (wording per our lawyer - which, after 45 years has never needed to be tested). No squawks from any customers on signing, no claims for follow up after years of use. I have had an occasional (nitro) water problem, but switched to CV with nary an issue since. Here's my warranty as included in all our contracts:
"Any risk of loss or damage from theft, malicious mischief, fire or anything else is the responsibility of the Buyer immediately upon either pickup at our shop or delivery to the Buyers address. All hardware warranties shall be as per manufacturers terms. Any work performed by Contractor shall have a one year warranty for workmanship and labor. Any finishes applied shall carry a one year warranty against checking, peeling, fading or bubbling, or any other manufacturers defects. Normal wear and tear, stains, nicks, scratches, and/or any water or moisture damage of any kind is not covered under this warranty. Because of the inherent movement of wood (expansion and contraction), results of this movement is not covered under our warranty."
I'd be interested to see others post the wording of their warranty.
These people have some nads! NINE and SEVEN years! You gotta be kidding me. Typical for defects is one year and some go to 3yrs. If you got 7/9yrs out of nitro that's magical. It typically fails ASAP.
I'd go with Jim C's recommendation and sit tight and then if they call explain to them warranties aren't forever and offer them new doors etc...at a fair price
I agree with the above and would add that you should ask the builder how long he warranties the homes he builds against cracks in the sheetrock, concrete driveways and sidewalks and the paint on the walls from scuffing or changing colors as well as his warranty for scratches, wear and tear on hardwood floors.
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