Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid 2 Cabinet Girls $2,775 plus taxes and fees to paint my cabinets on 09/01/2020. My understanding was that this would be a permanent, long term solution and my cabinets would not chip or peel. After a year and a half my cabinets were chipping and peeling, and large bubbles were forming at the bottom of many panels. The paint was so soft and delicate that I could not clean my cabinets without damaging them. In February 22 I reached out to the company to show them images of what was happening and to explain that I was unhappy and needed them to fix it.
  
  The company responded with an email stating that the cabinets did appear to be in bad condition past the point of a simple touch up. They told me they needed to be repainted and asked me if I would like to see the pricing for that. I asked them if they stood by their work, and they responded that it must have been my fault for grabbing at the panels themselves instead of using the pulls, which is definitely not something I do. I always followed the care directions they left with me.
  
  Now in February 2023 I began searching for professionals to help me repaint and fix the damage. Other professionals asked me if this work was under warranty. I reached out to the company and they told me that yes they have a warranty. I asked to see the warranty and they refused to show it to me. I have shown the damage to other professionals and they assure me it is not normal or consistent with industry standards. The damage is very severe and something must have been done wrong for the paint to be so soft and easy to remove.
  
  I would like the company to refund me the $2,775 so I can hire another professional to fix it.

  

  Business Response

  Date: 02/03/2023

  We completed painting the kitchen cabinets at Ms ******* home on 8/28/20. When we completed our work she was left with a Touchup Kit. This kit includes extra paint as well as instructions on how to best care for her painted cabinets. I've attached a copy of the instructions that were left in her TouchUp Kit. We also have a 60-90 min initial consultation with our customers where we explain the entire process to them, prior to any work commencing. This meeting includes discussing what get's painted, what doesn't, the length of time that will be needed in the home as well as at our shop, our prep, priming and painting process, as well as the products that we use.

  We use a lacquer from Sherwin Williams that is specifically for cabinets and furniture. I've attached a copy of our product data sheet from Sherwin Williams.  All cabinet surfaces are thoroughly cleaned and sanded prior to any priming or painting.

  Regarding our warranty. We advise all of our customers that painting is not a product that last forever, without proper care.  We explain that it must be kept free of food and grease, and that the less they touch it (and transfer oils from fingers), the longer it will last. Also, paint is not impenetrable to damage when it's hit with objects. We warranty that we will use high quality products and apply them according to the company's (Sherwin Williams) specifications. What is not covered is user damage. It's apparent from Ms. ******* photos that she provided us with that a lot of objects had made contact with her cabinets. This could be opening of doors/drawers without using the handles, knocking dishes and pots against the surfaces, etc. With the extensive amount of damage shown in the pics it's apparent that these cabinets have not been properly cared for, nor have they been regularly cleaned. Paint is not something that will fall off without assistance.
  We did provide Ms. ***** with a link to our warranty, which is on our website (please see attached text exchange).

  When Ms. ***** initially reached out to us 18 months after we completed our work (2/2022), the solution we offered was to repair and repaint the doors/drawers for her at cost. Meaning, I would not make a profit on them. I would only charge her for the cost that I would incur for the labor. Ms ***** was unhappy with our solution and she immediately left a negative review online and we didn't hear anything else from her until yesterday. If you look at our online google reviews you'll see that we have an extensive list of satisfied customers who have happily followed our guidelines and who have seen excellent results. This is a testament to the product that we provide our customers and that if they follow the easy guidelines, their painted finish can last indefinitely.

  Please don't hesitate to reach out if you would like any further information or documentation.

  Customer Answer

  Date: 02/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I explained to the company when I reached out to them that I only clean the cabinets with soap and water, and that I am limited in how much I can clean them because of how easily the paint comes off. I sent the company videos of me lightly scratching the paint with my finger and the paint coming up as if it is not bonded to the cabinets at all. They claimed the video was blurry and they could not see it even though I sent them multiple clear videos on different platforms. 

  I have shown the images and video of the paint coming up to other cabinet painting professionals who assure me that it is not normal, difficult to explain and not standard at all to the industry. I always clean the cabinets gently and have always followed the care instructions.

  The company says they showed me their warranty, but I am attaching a screenshot of what they showed me, which is not a warranty at all, just a claim that they have one. Federal law requires warranties to have clear terms and conditions, this is merely a website that claims a warranty exists. When I asked to see the actual warranty the company refused, which I understand is illegal. 

  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 02/03/2023

  If you take a look at the photos submitted, both by Ms. ***** and by 2 Cabinet Girls, you'll be able to see that these cabinets were not, in fact, cared for according to our guidelines. If the guidelines were followed there would be no food, dents or scratches to the painted surfaces. The pics submitted clearly shower user damage and significant neglect.

  In response to Ms. ******* claim that she can use her fingernail to scratch off the paint, this is something that she would only be able to do AFTER she already broke the surface of the paint.  If she hadn't damaged the paint accidentally, this would not be possible.

  As we tell all of our customers, including Ms. *****, paint is not permanent. It requires user care in order to last. 100% of our customers that follow our guidelines have cabinets that look freshly painted for the long term. This is evident in our user reviews online. The work that we perform for our customers also ensures that we have repeat customers, which accounts for approximately 25% of our current customer base.

  In regards to the other "professionals" that she showed images of our work to, I would suggest that she didn't accurately describe the wear n' tear that she and her family are responsible for.

  In regards to our warranty, there was no attachment with her response, that she mentioned showing.
  As I said in my previous reply, I attached a screenshot of the text exchange between Ms. ***** and one of our employees where we sent a link to our warranty page that is listed on our company website. It clearly states that our warranty does not cover User Damage, which is the case under discussion. I attached a copy of warranty page in my previous response. 

  If faulty paint or application was used, as she suggests, this would have been evident immediately, not 18 months later. 

  Customer Answer

  Date: 02/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  There is no offer from the business to resolve the issue. They are only making false accusations that I somehow damaged the paint on every single panel and that's how it's defective. I've explained that I followed the care directions, but the business is only responding with the accusation that I am lying. The business still has not shown the actual warranty, but only referring back to a web page where a warranty is advertised but not disclosed. I am not lying about how I took care of the paint so I don't know how to move forward with this company beyond legal action. 

  
  
  
  Sincerely,
  
  
  
  **** *****