Complaints

• Initial Complaint

  07/23/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In 2022, I remodeled my kitchen and paid Kloter Farms nearly $40,000 for a custom kitchen. I live alone. No kids or others. Yet, within 1.5 years, the door face on the trash bin had massive wear. The paint was literally worn off the edges where your hand touches it. Other cabinets also show the same problem. For the record, I have built five homes and designed 5 custom kitchens. Two of those kitchens I lived with for over 10 years. NEVER did anything like this happen. $40,000 is a lot of money. Kloter, Steven S********, set up an appointment to take the door and have it “tested”. That appointment took six weeks. Initially, they told me that their shop agreed that this wear shouldn’t have happened so soon. However, weeks later, I was told by Stephen S******** that their tests said the thickness of the varnish was fine. (In other words, don’t believe your lying eyes). His exact response was: “Your door that we took back and tested has an average thickness of 4.7mils (ranges from 4-5.5mils) which is within the paint MFG spec and the broader cabinet industry spec of 4-6mils”. So who is this “paint manufacturer”? I was told that Kloter made the product! But here's the best part, their solution was a recommendation to change the knobs so that we don’t touch the door so much! So a $40,000 kitchen that wears like a 20-year-old kitchen in 1.5 years seems to be OK with Kloter as long as they determine that the paint thickness is between 4-6 mils? Just look at the door! The issue is plain on its face. Furthermore, If the paint is ok then why is it wearing like cheap stock cabinets? Kloter advertises that their cabinet finish will last for “many years to come”. And after spending so much money, they are simply not standing behind their product as they claim that they do and as they told me they would. Kloter should admit the obvious and remedy this issue immediately.

  Customer response

  07/23/2024

  Hello BBB,

  Thank you for your service to all consumers!  One of the owners reached out to me - who I have never met - and proposed a solution that is reasonable and I have accepted his proposal. We will be testing a replacement door to determine if  the same thing happens.  If it doesn't, then the problem was the finish on my specific job. Additionally, he said he would replace the doors/drawers if it turns out that the original install had a finish issue. I will test this new door for 6 months to a year.  While that's a long time, it is the best response anyone could expect under the circumstances. The owner was kind and calming.  That's worth a lot too. Thank You!
  

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