Expert: Greg Scholl - 9/16/2009

Question
QUESTION: I have been in the finishing business for years and most of my work is done on site putting finishes on cabinets that are new and old. Recently I was asked to review a finish on a brand new kitchen install. On this brand new kitchen I found that the cabinet finish is chipping down to the base color and most of the chipping is located on the flat surfaces of the cabinets. Around the kick plates this company left nail holes that were very apparent after glazing and you can take your finger nail and scrape off finish. My suggestion to the client was that the cabinet maker applied glaze without proper sanding or to a dirty surface or used a product that would not adhere to base coat and then applied the sealer. The cabinet company refuses to tell the client their process.  What is your thoughts and do you feel these cabinets will hold up through the years to come with some areas already chipping? I feel really sorry for these people for they have spent a lot of money for this kitchen and in my ten year career I have never seen this on a new install.

ANSWER: Hi Tammy, several things can cause this, and it's shameful that the company won't divulge their finishing schedule....and telling, because they may realize there's an issue with what they're doing.Glazes are used after the stain and sometimes sealer coats,depending on the effect being created, but usually then sealed before moving to the topcoats, so this problem is probably at the stain level under the first sealer coat(s). The wrong sealer, a stain or glaze coat that isn't fully dry (rushing the finish), or compatible with the clears, contamination of some kind,(silicone, grease, soot, wax, oil), not using a sealer coat, all can cause these issues. Something is definitely wrong here, and there's absolutely NO excuse for this behavior from a reputable company. What is the warranty on the finish? That's certainly the issue here, and there certainly should be one...it's failing after a few months...it's their problem and they have to fix it. The finish certainly will NOT hold up if it's failing already, but it's possible that it's only going to affect a certain area or certain set of cabinets. A properly applied, KCMA rated finish should last 20+ years.I would be knocking on the door and demanding some type of commitment to a fix, and possibly even throwing around terms like Attorney, BBB, lawsuit, etc. if they're anything less than pleasant and accommodating.They don't necessarily have to divulge their materials and finishing schedule, they just have to admit there's an issue, and make good on the failing finish ASAP. This is a HUGE mess on installed cabinets, as they'll have to be removed, stripped and refinished...at least the affected ones, and then matching the newly finished areas can be tricky.I share your feelings for the client, and I wish I could help more. Please post back and keep me informed...if there is anything else I can do, just ask- Best of luck- Greg

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QUESTION: Thank you so much for your response and advice for you have 20 plus experience more than I have. There are only a few places where the chipping is starting to occur but it raised a red flag with me. The finish is a french finish with a white base and glaze on top and for the repairs they have already done you can see the difference in the tones of the cabinets. So not only do they have cabinets starting to chip they have variation in the finish. I sent a email to the owner of the cabinet company yesterday telling him that I felt the cabinets were not the quality the clients should receive on a new kitchen and that it needed much more repair and of course his response was very arrogant and unbending. This client and their children have lived with out a kitchen for four months and the contractor can not move forward until the the repairs are done. The owner of this company is refusing to do anything more until the client pays a small amount that is left on the cabinets. Of course the client is afraid if they pay this amount it will show that they have accepted the kitchen as is and the company will not follow through with repairs. It's a mess!! I am going to print this letter and give it to the client so they may be contacting you for further advice. You are more familiar with the commercial coatings than I am and this will confirm what I have already told the client. Have a great day and thank you for your help. Tammy

ANSWER: I didn't realize the company had already been in to repair some of the damage....perhaps they think the damage is a result of the kids, or negligence on the part of the customer? (ie: kids...)What is the warranty on the finish? There has obviously been some back and forth here, I wonder if the cabinet company actually did the finish? They may have sub'ed that out........and now they're trying to patch damaged areas....the thing with a glazed finish is that it's very difficult to do spot repairs on.....is this damage only along the bottom near the kick?

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QUESTION: Took two weeks to install cabinets. Measurements were not taken correctly on the front end so they had to remove and alter cabinets several times. Installer was very rough. Had to replace certain trim piece do to them being dented. According to contractor (he did not choose cabinet company, clients did)when cabinets were first installed you could take your finger nail and take off finish. Company brought in touch up crew and sprayed some cabinets on site which made clients sick. Chipping is on flat part of cabinets doors and around trim. They have patched some places but if you look closely you can see where they have glazed over chipped pieces. The kick plates are not sealed, glazing left off in areas,nail holes are exposed and you can scrape off finish with finger nail. Children are older and clients have saved for years to redo kitchen. According to client the warranty does not cover finish after they sign off on kitchen. That is why they asked me to review the finish. You are right the cabinet company is saying the damage is done by the clients or workers but the kitchen is not being used considering they have no lighting, no counters, no plumbing etc. Construction has been on hold since install which was almost 6 weeks ago. This company said everything is built and finished on site. So that's the story. Sad! Thank you for your advice and taking the time to answer my questions. I am just worried that this finish will not hold up over time.

Answer
Hmmm...sounds like a mess, but irregardless, this finish is very suspect, and there should be a warranty on such a finish, at least a few years for normal wear and tear. If you could scrape off the finish with a fingernail, then it is unacceptable- PLEASE don't let them pay any more money to these people, it may be time to talk to an attorney.......who chose the installer? Usually cabinet companies have subs.........