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Business's response - by DeanFon 8/31/2012
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Moisture damage is a difficult issue and we understand Ms Pizer is frustrated. Moisture sources are not always evident, but with over one million panels in the field we have become experts at identifying the results. Damage may be described many different ways but nearly always becomes evident as cracks in the paint and wood that follow the wood grain. Ms. Pizer’s panel has at least 7 louvers showing exactly these cracks. All of the cracks emanate from the right side of the louvers and most appear to come from the pin holes at the louver ends. This consistency strongly suggests a moisture source on that side. According to our notes, we have built at least three sets of shutters for Ms. Pizer over several years and none other than this opening have an issue. In an effort to provide extra customer service we repaired this panel at no charge less than a year after purchase. Although she recalls a repair for “rough paint”, the stated reasons in our repair reports taken from both Ms Pizer's repair request and the Installer's report at the time were detailed as “cracks in the paint” and “cracking paint.” ES has not changed suppliers, our Colton production facility, or our production methods in the past 10 years. As discussed with Ms Pizer, for the past 30 years all our wood has been certified kiln-dried, all our topcoat paint has been acrylic lacquer and both are produced in the U.S. If Ms Pizer is not comfortable with our assessment we suggest she take the panel to any reputable wood manufacturer for their analysis. We are confident they will ratify our report of non-warrantied moisture damage.
Customer has non-warrantied moisture damage already repaired once at no charge. We recommend getting a second professional opinion we believe will confirm our own.
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