ComplaintsforChoice Cabinet

• Initial Complaint

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased several new kitchen cabinets from this company in April of 2020. After approximately 1 year- 18 months of being installed we began to notice significant chips and peeling on the cabinets and drawers. Almost every piece has either small or large areas of chips or peeling paint of some sort. We reached out to them, they recommended using wax and touch up paint. It continues to peel and chip badly under normal use which cannot be fixed by wax and touch up paint. The warranty company was contacted with pictures in March and July 2022, and they replied it was due to normal wear and tear and water damage from prolonged exposure, blaming the consumer for their faulty product. We have not done anything excessive to our cabinets and do not expose them to water outside of the normal usage. There is damage in many areas that are not even near a water source and this was documented with pictures. Brand new cabinets should last much longer (years and years) without showing that type of wear and tear. Cabinets peeling and chipping after such little time shows a faulty product that will only continue to deteriorate.

  

  Business response

  08/12/2022

  To Whom It May Concern,

  Choice Cabinet finish experts carefully examined the photos which the ******* submitted for our review. The kitchen in question is a painted wood cabinet construction. As such, care must be taken with anything that is painted to prevent damage to the finish.

  Without a question, the chips and dents were caused from excessive wear and tear. One can clearly see the paint that is worn away from repeated finger nail scratching of the finish centered on one of the handle pulls. In another example, the door on the trash pull-out cabinet has numerous indentations and chips on the back corner of the door from repeated striking when the trash can was removed and reinstalled.

  The drawer face and both doors in the sink cabinet had paint that had blistered and lifted from constant collection of splashed water from the sink area that had pooled and penetrated the inside corners of the door and drawer face. This is typical when water repeatedly collects and begins to absorb in the wood material which will then cause the paint to separate itself from the wood.

  We looked through our records and determined that the Boose kitchen was comprised of cabinets manufactured from 7 different production lots that were produced over a series of two years. In that time span, we have shipped over 900 kitchens throughout the U.S. from those same production lots from which the Boose kitchen was supplied from and we have not received any complaints of finish defects from any homeowner.

  The finishing process of our cabinets entails a 3 step painted coat process which includes a primer sealer coat, base coat and a top coat. Our cabinets are frequently tested by an independent lab that certifies our finish durability and certifies that the finishing process meets industry standards.

  Clearly there is no defect in the finish nor in the materials or workmanship but we would more than happy to provide replacement doors at a discounted price for those they wish to replace and provide a touch-up kit at no charge for the homeowner to fill the tiny nicks in the other doors.

   

  Regards,

  Choice Cabinet Warranty Department

  Customer response

  08/15/2022

  Dear Choice Cabinet Warranty Department,
  
  I find your response insulting, condescending and unprofessional. I am shocked that you would speak to a customer this way. Further, why advertise a warranty as a part of your sale if you do not intend to take a claim but instead insult the customer and place the blame on them. I would think rather than insulting your customer you would be apologetic. At the very least, you should honor your warranty and replace the cabinets or refund the money.
  
  As you openly admit in your letter, YES, you can clearly see worn paint in the pictures I sent. That is why we have sent in a request and now complaint to the warranty department. 
  
  We treat our kitchen and entire home with respect and do not pick at our cabinets, dent them, chip them, or let water pool on them. It is absurd of you to imply we sat there and scratched the finish repeatedly with our fingernails and let water just sit and pool on the counters. As I previously stated, there is peeling paint in areas that are not even near water. I assure you I have better things to do with my time then sit around and destroy my own property.
  
  We have lived in our home for 15 plus years and never had peeling paint issues in our previous cabinets, which were also painted. These current cabinets purchased from Choice Cabinets are brand new and less than 2 years old, certainly brand-new cabinets should not be peeling after less than 2 years. There is clearly a problem with the cabinets themselves. The fact that others have not complained has nothing to do with my purchase and frankly I do not care about purchases made by others. I only care about my own kitchen cabinets and their lack of quality. Clearly there is a defect with my cabinets. I do not want a discount on new cabinets. I want a refund or replacement. 
  
  At this point, after your condescending remarks and implications, I would prefer a refund, so I do not have to ever do business with you again and risk more defective, low quality cabinets. 
  Sincerely,
  The ***** Family
  

  
  

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