ComplaintsforArtisan Carpentry

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Isaac at Artisan Carpentry was hired to do some kitchen cabinet carpentry and painting. There were problems with the quality of work including paint chipping from the cabinets right away and lack of attention to detail. I contacted 2 professional cabinet painters who both inspected my kitchen and reported that the workmanship was poor. Isaac did some additional painting to correct some of the concerns and the cabinets were improved. There were four cabinet fronts that were still not satisfactory including a very obvious paint run, shadowing, and a place where one of the cabinets was knicked. Isaac took those 4 cabinet fronts to repair and has not returned them. He agreed to return them in December. He did not do so and is not returning my text messages or emails. I have been without completed cabinets for over 1 year and Isaac has been paid in full that entire time. I am requesting that he correct and return my last four cabinets as well as adjusting a drawer front he made because you can see down into the top from several feet away. I would like this project finished within the next month as it has been over a year since he was paid. It isn't an ethical way to treat a customer.

  Business response

  02/14/2022

  Business Response /* (1000, 8, 2022/01/30) */ I completed this project for Julie and Aaron in November 2020. It consisted of refinishing existing oak cabinets in addition to fabricating several new cabinets and molding. There was consistent communication during the entire process as well as Julie commenting about how much she liked everything as we progressed. Any question or concern she had during the project I addressed and I also received confirmation that she was happy with the final result and was given full payment at that time. Not until 6 months later did I receive an email from Julie that she felt there wasn't enough paint coverage on the cabinets and expressed that she didn't like the small gaps in the door panels of the original doors which is normal because of how they are constructed to allow for wood expansion, but now that they are white it's more noticeable. In an effort to keep a happy client I agreed to caulk all the panels and repaint them all. This was done free of charge. I returned all the doors once completed. Several months later I contacted again with concerns about 2 doors and was asked to repaint them again. I went to pick them up and there were actually 4 they had concerns about. Oak is a very porous wood and she felt they needed touched up. Again I agreed to do this free of charge. I have had them for a while because I have been very busy along with unexpected health problems. She contacted me and I replied right away but she must not have seen the reply because she contacted me again and. I was unable to reply until 36 hours later. During which time they filed this complaint. I understand that they would like to have these few doors returned completed and they will be. I have been very responsive and have gone above and beyond to ensure they are satisfied. Unfortunately I feel that perhaps there were unreasonable expectations that the doors would look like doors on newer cabinets that are made from different wood than oak. Again I will be returning the completed doors soon.

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