The Saga of our Flaking Paint

It turned out that it was a bad decision to have the two sides of our house re painted after less than two years.

This was all because the previous painter had left roller marks by using a drying roller during a part of the painting. This was probably due to him only buying small quantities of paint at a time and frequently having  to stop half way through the job.

The front of the house, however, was fine.

So there we were - A New Painter had been found and he came armed with his four 5 litre tubs of the same Sandtex Extra Smooth Masonry Paint and the same Chalk Hill Colour as used when first painted over a year ago.

The point at which we realised that something was wrong was when, as we returned from our dog walk, we noticed that the first coat applied to our east wall was the wrong colour. It was a Pure White and obviously not the Chalk White ordered.

The first of the 4 tubs opened was the wrong colour it seems, even though it said Chalk White on the . A second tub was immediately opened and this patch, seen above under the window, was painted in the correct Chalk Hill colour.

The difference is immediately noticable.

The Painter was covering his back as, unknown to us at the time, he decided to take this photo of the Batch Number from the Faulty Tub's lid.

The Correct Chalk Hill colour seen here on the same White Plastic Lid.

The painter Joel working on the tower Repainting the White Wall with Chalk White as ordered. An extra 5 litre tub had to be purchased to provide the two coats that we originally ordered.

Here, The Painter had poured some correct Chalk Hill paint into the residue in the pot of faulty White Paint to prove the difference.

All of these photos were taken, and the empty paint tubs discarded, long before we were to discover the real problem with that faulty tub of White Paint.

That incorrect White Paint had been used over the whole of our Eastern Wall and for 'cutting in' part of the edge under the eaves of the Western Wall.

Consider our shock when a few months later we found that large areas of paint had suddenly started to flake off of the Eastern Wall.

The Two Top Coats of correct Chalk Hill paint first began to Bubble and detach from that white coat during wet weather. These bubbles would then dry and tighten as though nothing had happened. Then the areas would begin Cracking and Peeling with large areas Flaking off as the wind & rain got behind the bubbles.

Blistering Bubbles were visible all over the wall during wet weather.

These bubbles would dry and then disappear for a while.

Paint Flakes can be seen on the Path.

Initially there were only small amounts.

The Flakes began to get larger as the area of the bubbling increased

The white surface of the first coat faulty coat of paint was now visible with a powdery surface which would easily transfer to fingers or clothes.

An area of significant bubbling can be clearly seen here.

Larger Bubbles began forming over areas where previously small bubbles had dried.

Then the Bubbles begin to split open.

More Splitting Bubbles.

As the paint pot states, a long 15 year guarantee exists, therefore I contacted the Supplier's, Crown Paint Customer Services Department.

28th January 2018

Dear Customer Services Dept.

We had the two gable ends of our house professionally Painted just over a year ago with Two Coats of Sandtex Chalk Hill Ultra Smooth.

We have just had both Gable End Walls professionally repainted using the same Sandtex Ultra Smooth Chalk Hill Paint in November last year during a dry week of sunshine. We had this done because we were unhappy with Rolling Patterns on the walls.

The Painters purchased the large tubs of your paint and after using the complete first tub they realised from the colour of the second tub that the first tub was the wrong shade of white inside the tub. A Bright White and not Chalk Hill.

The outcome was that we incurred the cost of an extra large tub to put on two coats of the correct Chalk Hill colour, which was fine. However, less than three months have passed and the two top coats are bubbling over large areas of the wall and the paint is flaking off in large pieces revealing the Bright White Coat which also has a powdery surface.

The second Gable End Wall is also bubbling where the painters had already used the residue from the faulty tub of paint for edging prior to rolling. There is no facility on your website for sending photographs so I will add some here.

Now we have no idea what can be done so we need your consideration please.

The Front Wall of the house and the Long Garden Wall has not suffered from this problem. It is only occurring where this now obviously faulty paint was inadvertently used?

A telephone call received from one of their paint technician refused to believe the story and that anything could be wrong with their paint.

Where I had subsequently taken some White Paint Samples which were sent to Crown Paints for their observation and analysis. 
I received another phone call denying that there was anything wrong with the samples. 
There must have been something wrong with our wall was the response, which was ridiculous as we had applied these extra coats onto their own product.

Crown typically never ever responded in writing. I received another telephone call from them denying that there could be a problem with their paint. They stated that their own sample, which they keep from every batch, and from the Batch number we provided, was perfect.

The flaking and detaching continued.

Suitable for our end use.

The 15 year Guarantee I quoted to them.

22nd February 2018

Dear Mr Berkley.

With reference to your telephone conversation with me today, informing me that your Technical Department has decided that the reason that our Top Coats of Sandtex Ultra Smooth Masonry Chalk Hill Paint is flaking off all over the Western End Wall of our House, is that the coat was painted onto a unprepared wall.

I fail to understand or accept this decision because the First Brilliant White, Faulty Coat, of Sandtex, was applied over two clean coats of recently (June 2016) painted Sandtex Ultra Smooth Masonry Chalk Hill Paint, is not detaching. It is the Second and Third Coats of Chalk Hill that are detaching from that Firmly attached Faulty First Coat. Your relaying of their response smacked of intransigence / washing of hands.

This Faulty Coat is firmly attached to the 2016 coats underneath such that I had great difficulty removing the powder sample in the enclosed envelope using a Sharp Wood Chisel. The scarpings have gone back to the original wall surface proving the firm attachment of the powdering coat of paint.

As I said during the conversation, I am quite happy for one of your Trade Representatives to come and examine the walls. Declining this offer of making an inspection implies that Crown Paints is not interested in our problem and in establishing that the First Coat of Bright White of your paint is at fault, not the original surface that it was painted on.

The exposed powdery surface, where the Top Coats of Chalk Hill have Flaked away, is the same powdery surface found by your Laboratory on the rear of the Flaked Paint Samples that I sent to you with my previous letter; a powdery surface caused by an unexplained breakdown of the Paint in that Faulty Tub of Sandtex Paint.

The Strong Bond that this Faulty Coat is making with the previous Sandtex Chalk Hill Coats of Paint proves to me that the issue is with the Faulty Pot of Brilliant White Sandtex and that the Flaking Problem is caused by that coat breaking down. It has nothing to do with the surface of the original 2016 Coats of Sandtex underneath it. Coats of Sandtex which can be found on the Front of the House which was not repainted this time.

As Promised I have scraped off some of this first coat of Brilliant White Sandtex paint with great difficulty and I am sure it contains

We had the whole house Professionally Painted in June 2016 with Two Coats of Sandtex Chalk Hill Ultra Smooth Masonry Paint. We have just had both Gable End Walls professionally repainted using the same Sandtex Ultra Smooth Chalk Hill Masonry Paint in November last year during a dry week of sunshine.

We had this extra work done because we were unhappy with Rolling Patterns on the walls left by the original decorator.

The Painters purchased the large tubs of your paint and after using the complete first tub they realised from the colour of the second tub that the first tub was the wrong shade of white inside the tub. A Bright White and not the Chalk Hill colour required.

However, less than three months have passed and the two top coats are bubbling over large areas of the wall and the paint is flaking off in large pieces revealing the Bright White Coat underneath which also has the powdery surface.

The second Gable End Wall is only bubbling in a small area high under the eves in one corner where the painters had used the residue from the faulty tub of paint for edging prior to rolling with a New Pot of paint. The rest of this wall is fine.

The Front Wall of the House and the Long Garden Wall has also not suffered from this problem. It is only occurring where this now obviously faulty paint was used?

A Large Flake ready to break away.

I then tried the Managing Director, again followed by another phone call denying there was a problem. Interestingly Crown would not send their local representative, or anyone else to look at the problem.

16th March 2018

For The Attention of The Managing Director.

Dear Sir,

I am Frank Lomax, the owner of Broadwater, 4 Cliff Road, Hill Head, Fareham, Hampshire.

I am writing to you regarding an ongoing Customer Service Issue concerning our Recent and Current Experience with a faulty 10ltr tub of your Sandtex Ultra Smooth Chalk Hill Paint applied to one wall of our home.

Four identical 10 Ltr tubs of Chalk Hill were purchased together, one pot for each coat of Two Coats to be applied to each of the Two Gable End Walls of our house which were already painted with Sandtex Ultra Smooth Chalk Hill just over a year before but both had unsightly roller markings.

My Wife noticed that once the First Tub was used for the First Coat of our eastern wall it was drying a Bright White rather than the soft Chalk Hill Colour stated on the Tub.

As I have said, the Chalk Hill Colour already existed on the House Front Wall, Garage Pillars and the Whole Outside Wall of the Front Garden.

This incorrect colour issue was rectified by my agreeing for extra paint of the correct colour to be purchased so that the painter could finish the job by still apply two top coats of the correct Chalk Hill Colour.

All was well with a beautiful finish until about two months had passed. We first noticed that the Paint was bubbling during damp weather. Now where the bubbles exist the Top Coat of paint is flaking off in large wind blown pieces, exposing that first coat of Bright White which is also now a powdery texture.

According to your Brand Champion, Mr Barkley, via Telephone, your laboratory is blaming the detachment of the Paint surface, which is that first Bright White Coat of paint. Mr Barkley is denying that this faulty coat of paint has anything to do with Crown Paints despite it coming from one of your full 10 litre. tubs of Sandtex Smooth Chalk Hill purchased along with the other three Large Pots supplied to our painter. I have asked for a printed report on this without success because I have so far been given nothing of this in writing.

The other 10 litre pots, whose contents form the whole covering on the opposite western Gable Wall, are not producing this peeling problem.

My amicable dealings with Mr Eric Barkley have proved most unsatisfactory in that, according to his offices and Lab., the 'blame' for the fault occurring with this one rogue 10 litre. Tub containing ' Sandtex Ultra Smooth Product ' must lie with myself and our much aggrieved Professional Painter.

Aggrieved largely because the implication, on the part of Crown Paints, presumes that we are not telling the truth; truths we are unable to prove without the long discarded empty 10 litre tub and some of its contents (despite providing Photographs taken at the time when only the colour was seen as incorrect and of no consequence then for an extra £40 extra Tub and some extra work time).

What information do we have and have shared?

Paint Pot - We do not have the actual empty pot even though the Painter and I have sent in numerous photos taken during its use as well as Samples of the Peeled Paint and Scrapings of the Bright White Powdery Coat .

Clear photos, one of some Chalk Hill poured into the residue of the Bright White to show the contrast. At this point in the job we were not expecting any de-lamination fault to occur.

Paint - proof of purchase / location / Lid Batch Number.

Paint Contents – Verbal Acknowledgement from Crown ( Mr Barkley ) that the Photo of the Pot Lid is from the same batch ( by computer records ) but apparently your Lab says that the Batch Sample is not faulty?

Paint - Photographic evidence of first coat (incorrect chalk hill formula or colour ) .

The Pictures supplied clearly shows a totally different colour when compared to correct Chalk Hill colour painted under the window.

Physical Presence of the offending substrate is clearly visible by colour alone on the peeling wall.

Physical presence and photographs of paint not adhering to that first Bright White coat .

The ingredients / faulty formula, even dna if you like, is etched into the original surface and this is where the fault may be found. The offer to allow someone to make an inspection visit was declined.

The paint is still flaking away in large creeping patches for all to clearly see.

If this fault was only a colour issue this would not affect or make a second coat peel .

What is involved in Correcting this fault?

Mr. Barkley, while not wanting to admit any responsibility on behalf of Crown Paints, is verbally offering a supply of a Sealer and more Chalk Hill Paint for me, a 74yr old pensioner, to find a solution for myself?

This offer does not cover the Return Working Time of a Painter for at least 2 visits but more likely to be 3 visits.

Such an offer of just Sealer & Paint does not even include this Time Cost or the Re Hire of a Scaffold Tower needed at £400.00.

The the Painter has to:

1 – Remove all of the Flaking Top Coat

2 - Re-seal the whole defective wall

3 – Apply Two New Top Coats Of Sandtex Ultra Smooth Chalk Hill to match existing Chalk Hill.

Talking to my aggrieved Painter, who by implication of the negative suggestions made about his work, He has said;

I think the first option of a potential settlement is for Crown to use their own recommended / or appointed decorators to carry out remedial / repairs .

I am more than happy to do the work but it would be a good option just in case they then say I didn't stir the sealer or something ridiculous.

If not possible, I'll do the work for you anyway.

Crown are solely responsible for any further costings incurred, including your time, and this is peanuts to them.

I'm disgusted with them .

I'll see if I can source some Decorators Guild backing which would benefit the situation, I believe, and worth a try .

A masonry test could be carried out to see if there are ANY Sandtex ingredients in the first faulty coat . If it is only a colour issue this would not affect or make a second coat peel .

A faulty product would though .

This makes it sound like we have used a different paint or possibly even a brand , which is false and slanderous .

The Faulty Paint is ingrained into the wall, and also in numerous pictures / proof of purchase provided.

There is also a picture that shows the offending colour in its can with the correct colour on top .

Do they think I've dispensed a different brand into a Sandtex tub ? !

As far as rectifying the problem at the 'worst case scenario' both layers would need to be scraped off, all loose paint , stabilised , then 2 coats of new paint .

If Sandtex appoint their own contractors, to put right, they can sign off when happy that the problem is solved .

I am suggesting this as they are in control in writing of what and when they suggest /sign off .

Their offer of supplying a stabilising solution and new paint to patch up would cost them personally about £20.00 and an insult.

'Chalk Hill does not do as it says on the tin .'

Comments from a man who is very proud of his workmanship.

Rather than my receiving more appeasing telephone conversations with Mr Barkley, who I believe may also been in contact with our painter, perhaps you would be kind and use your good offices to help provide some action to help rectify this awful situation in the full spirit of your 15year guarantee for a product which I very much like and is coating my property.

Having been a Managing Director myself , manufacturing a Premium Brand, I am fully aware that you would not normally need to be asked to deal with such customer items. However, from my point of view, the abject denial I am receiving that this faulty coat of paint and the problem it has caused has anything to do with Crown Paints, when we know that it has, is just not good enough.

Hoping that you are able to help resolve the situation

Your Faithfully

Frank Lomax.

This latest letter was followed by another phone call, this time form the head of Customer Services. My response

22nd February 2018

Dear Ms. Huxley,

I have now attached the quotation requested from our Painter, indicating his costs for carrying out the remedial work on our Gable End Wall where the paint is still flaking readily.

The delay in providing this quotation has been to allow a period of time to pass so that we can study the rates of paint flaking and assess how best to remove 100% of the paint on the faulty wall and calculate the time cost of this removal..

Because the wall adopts a severe blistering on rainy days, whose blistered areas then eventually split and begin to flake, a trial that we conducted indicated that Power Washing during Blistering could well be the beast approach.

It is understood that it could be hazardous working from a Wheeled Scaffold Tower therefore the quotation has been changed from the the original estimate to now include the cost of a Double Height Fixed Scaffold and includes the cost of additional time needed to remove the remaining top coats of paint needed to access the faulty coat underneath causing the problem.

We hope that the quotation meets with your approval

Best Wishes

Frank Lomax

Quotation

Dear Sir / Madam,

Below is an estimate for remedial works / re decoration at 4 Cliff Road, Hill Head, Hampshire as requested by my clients Mr & Mrs Frank Lomax.

I have recommended to have Crown supply materials to keep costs minimal .

However if you wish me to purchase I can supply receipt of purchase and can be added to the below total which is for Labour & Scaffolding only .Original Estimate Labour & Tower Hire
-------------------------------------------£650.00
Inclusive of 6m aluminium scaffold tower hire taken down reset up

rather than wheeled to opposite due to narrow access through gate openings to walls .

Levels dropped / moved tower to ensure a wet edge.
Application of 2 coats Sandtex Chalk Hill masonry paint.

Excluding Masonry Paint 40 litres ( 2 coats - 2 Gables.Revised Labour Costs/ Remedial Schedule
----------------------------------------------
Installation of fixed 2 lift scaffold enabling safe working area particularly to allow safe use of jet wash machine / cabling at 8m height .

Sheet up working area to collect falling paint residue.

Jet wash / scrape off all areas of loose and flaking paint,

Sweep/ hoover up all paint flake residue from working area and garden on a non windy day .

Stabilise entire Gable Wall by Brush as per application recommendations.
Apply 2 coats Chalk Hill to both gables.
Supply of 40 Litres of Sandtex Chalk Hill Masonry Paint .
Supply Stabiliser - 25-30 litres.Revised estimate - £1270.00

Includes installation of 2 lift scaffold and above.

Revised labour schedule.

Excludes materials to be supplied by Crown to minimise further costs.Materials Required
------------------------
Supply of 40 Litres of Sandtex Chalk Hill Smooth Masonry Paint.
Supply Stabiliser - 25-30 litres .

Yours sincerely
Mr J Bower

The bubbling and flaking continued to increase.

Serious Flaking. I had tested a lower area of the eastern wall using my Power washer and this was the result - 100% detachment.

Living with the mess - the wet flakes make it difficult to clean up.

A Typical Rainy Day of Flaking.

Another phone call from Mr. Barkley required another letter from me. Was it true that Crown were going to pay for the remedial work? I never received any letter confirming this. 

20th April 2018

Dear Ms. Huxley,

This evening I received a phone call from Eric Barkley, presumably on your behalf? Informing me that:

1. Crown have a greed to pay for the remedial work to be carried out on our house.

2. He also stated quite forcefully, that no payment will be made until the remedial work to our paintwork has been completed and then only to the Painter against his invoice. It sounded rather like a punishment.

On both counts I am very disappointed by the lack of information and the lack of sympathy and understanding about what we pensioners are going through and what has to be done to remove all of this faulty surface. The consequential mess, and the inconvenience of our living with Scaffold for an unspecified period of time in our main thoroughfare.

Firstly, I need a letter from you, not another phone call, most of which I do not now remember being involved in another matter when the call came. A Letter, detailing exactly what you are actually intending to pay for and how much you intend to pay, either Now or at the completion of the work.

Also, it was initially stated, again over the telephone, that Crown / Sandtex would supply the materials needed to complete the remedial work.

i.e. The Necessary Sealer and a sufficient quantity of Sandtex Chalk Hill Smooth Masonry Paint to replace the two coats being lost to the flaking, as indicated in the painters quotation.

The letter needs to confirm this and to quantify how much of each material is being supplied, when & how.

Secondly, Removal of this Surface needs to be done in Damp Weather so that it will be possible to Power Wash the Loose Surface when it is bubbling. In this spell of sunshine the loose areas are skin tight.

As a result of the uncertainty of delays in working the painter has specifically asked for me to pay him in stages which I have agreed to do. This means that if Crown will only make a payment at the completion of the work then Crown will need to eventually pay me against my invoice ( Paid to match the Quotation ) if that is the required method.

Mr Barkley, quoting 'Company Policy' seems not to be able to or want to grasp this and that the financial transaction to quotation is the same, no matter who submits the final invoice and accompanying paperwork.

Does he imagine that I will be trying to cheat Crown in some way of that this fixed price quotation exists?

Perhaps you would be kind and send that letter to me so that I am clear what is being offered and am able to show the painter what has been agreed to be paid and is being supplied. Thank you for your consideration.

Yours Sincerely

Frank Lomax

Excessive detachment with moisture getting behind the paint causing these sagging areas.

Then they break away. This unsightly mess was visible to all passers by and explaining the problem frequently was driving us to despair.

The original painter, who re quoted for his remedial work, was impossible to get hold of and it subsequently transpired that he could not drive and was unable to take on the job.

Several other painters were contacted but no one wanted the work once they knew of the flaking problem..

We then thought about having the upper half of the house covered with 'New England Boarded Cladding in a similar colour. The builder provided leaflets but never ever returned with a quotation.

Then in June this year (2019) I found the local Checkatrade listing and decided to contact the 5 start painting company listed. Owner Elvin Bailey visited the following day and immediately took on the challenge. The quotation arrived on my wife's birthday so there was an omen if one needed one.

We agreed the quotation and a complete repaint was organised.

New Scaffold arriving

The efficiency with which Elvin, Carl and Bret worked was amazing. All windows and doors were masked and the messy Power washing soon began. It was very effective removing 100% of the paint from the faulty areas. That day they had completely cleaned away the mess and were ready for the real job to begin. 

Given a day in the hot sunshine the walls soon dried through so that the two coats of Sandtex Stabilizing Solution could be applied to both end walls.

The West Side Gable end with its first new coat of paint.

The second coat and the whole front was completed two day's later.

Only the Scaffold needed removing to allow the East End second coat to complete the work.

The Products 

The completed job and we have our home back are we originally wanted it two years ago.

The perfect job thanks to Bailey's Painting and Decorating Limited.

My final letter has been sent to Crown Paints. Let us see how they perform this time. Another Phone call maybe?

19th August 2019 

Dear Ms. Huxley,

It has been over a year since we last communicated about the Flaking Paint over the whole of one wall and the Gable End of the opposite wall of our house in Cliff Road Hill Head..

It has taken us that long to find a reputable House Painter who was prepared to both undertake the task of removing the problem flaking coats of paint and repaint the whole of the three painted walls.

Fortunately we found a Checkatrade Fareham recommended 5 Star Business who have now completed the task and repaint and the house is back to its beautiful self once more and during this period of beautiful dry weather we have been blessed with in the south..

That business is Bailey's Painting & Decorating Ltd.

They undertook to remove 100% of the rest of the two coats of flaking paint over the faulty areas (over 50% of the whole surface had already flaked off). The cost of the time needed to achieve this removal had to be an estimate.

Power washing was found to be the best, if messy, method of removal. Interesting in that it was heavy rain which loosened that surface which had already gone.

They then applied two coats of your sealer to the whole area before repainting with two new topcoats over the whole house to ensure an even finish in the original Smooth Chalk White colour.

The total cost of this work was £1902.00 ( Quotation and Invoice attached )

We incurred an additional £300.00 which was a non invoiced cash payment for scaffold.

I also attach a copy of my last letter which refers to that compensation which was promulgated during our discussions as I have absolutely nothing at all in writing from your company over the many communications we had. Hopefully you will be able to honour that offer.

I also attach some before and after photos for your records.

Yours Sincerely

Frank Lomax

.................................................

This story, like all good stories, does at least have a happy ending. 

Even though Crown Paints never communicated in writing or admitted any liability for that faulty tin of paint, a few weeks later after sending my last letter, a cheque was received from them covering the costs of all of the repainting work.