My wife and I met with Doug Bates to discuss our project. We told Doug that we were considering purchasing new cabinet doors, but would rather professionally refinish our existing stained kitchen cabinets to a like new appearance. Doug explained that he is an artist and felt more than qualified to accomplish the task with 40 years of experience. We indicated several areas of wear that caused concern. A primary area of emphasis was the rubbed worn semi-circles around the pull knobs. He replied that, “I will take care of those areas.” (He did not.)
He proceeded to describe the process of using gel stain. We did question that selection, but he firmly replied that using a gel stain was the best way to achieve the appearance we desired and that the cabinets would look great. (It did not.)
The entire process took a little over a week. Doug’s team consisted of three very nice men who worked diligently. The team accomplished most of the work without Doug present. In observing the work, we did question the uniformity of the finish. The worn areas around the knobs were still were apparent as well as other sections of concern. Doug proceeded to explained how difficult it is to achieve a completely uniform tone. He did state that he would personally finish all of the cabinet fronts. We opted at that time to trust Doug’s experience and assurance that the cabinets would look great and like new.
During the last few days of completion, we were on vacation. Upon our return we discovered a multitude of blemishes. To begin, cabinets were installed upside down and others overlapped. Drawers were jammed into place and required prying them out. Such a lack of care was administered to this one easy task.
It was immediately apparent that most surfaces were rough, with multiple dimples and bubbles in the outermost polyurethane finish. Most of the cabinet and drawer faces were much darker than before work began, diminishing the visible wood grain, which is the most desirable aspect of stained wood. The rubbed areas above the knob pulls were still noticeable and previous water damaged areas clearly visible. Panel edges received very little attention and are still unmistakably coarse.
We also had the walls around the cabinets painted. In a couple of areas the painters tape had removed the paint and a thin layer of the wall. To repair, they did not fill the area, but applied a thin layer of paint, hoping we would not notice.
When confronted with the numerous infractions, Doug initially stated that this result is really the best anyone can do with old cabinets. He later confessed that he could have fully sanded down the cabinets and drawers to completely refinish the cabinets, but that would have been more expensive. He admitted that he did not present this option because he did not “read us correctly”. He also responded, “If you stand back and look at the kitchen as a whole, it looks great”. (Agreed, but nobody uses a kitchen from 15 feet away.)
In an email Doug stated, “I feel as though our company has delivered the product as contracted at or above industry standards with final touch up to be completed.” Bates Painting also only applied one coat of Minwax polyurethane. The instructions clearly state to apply 2-3 coats of polyurethane finish to all surfaces. Calling and emailing Minwax confirmed that the first coat seals and the second coat protects. One coat is not industry standard. When I first inquired with Doug about the single coat, he responded that the Old Masters gel stain used serves as the first coat of protectant. I proceeded to call Old Masters to confirm. They replied that gel stain absolutely does not protect and at least two coats of polyurethane should be used. I provided this information to Doug, who then said that because he only scuffed up the original varnish, only one coat of polyurethane was necessary.
I have attached some pictures that show only a handful of the poor work. One in particular identifies a blemish that instead of repairing properly, Bates Painting chose place a drop of polyurethane on top. This one spot is indicative of the entire job where shortcuts were taken at every step.
I am now at a point where I have a kitchen that does not look professionally finished and have to completely refinish most of the surfaces myself. I am going to lose money and time because I hired Bates Painting.
