Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired Modern Closet Spaces in June of 2022 and paid our project fee in full - $3.361.82. This straightforward project involved installing two white closet doors, one sliding and one bi-fold, into an existing closet opening. Our installation date was August 19, but it was moved multiple times. The company's worker never showed up on time - the company wouldn't even give us an update on this (we had to contact them multiple times during the day to get an answer), and the installation process has happened 4 separate times so far because every time they came to do an installation, something was wrong with the materials; they didn't bring all the parts, the sizes were not measured correctly, the doors were too thick, the track didn't work, and so on. Also, the bi-fold door just collapsed on us after installation (this door took 3 days to install), and they didn't even tell us they forgot to install a part that was supposed to keep them in place.This project is still not done - they messed up the sliding door again and need to reorder all the parts + come back to install them. We're now approaching 6 months since we paid in full, and the quality of their work, the doors we've ordered, communication, and overall experience have been extremely unprofessional to the point we feel like this is a complete scam.We do not trust this company (no one should be installing the most straightforward closet doors any longer than one day), and we do not want to continue waiting for them to come mess things up again and prolong this already extremely long project anymore.We want a full refund for this because we now, 6 months later, need to hire a new company that knows what they're doing and (re)install 2 completely new closet doors.We contacted the company regarding the refund, but they keep delaying the answer and continue to keep us in the dark and not communicating. We are done dealing with this and need your help resolving this matter.

  Business Response

  Date: 12/14/2022

  Hi we take pride on your customers. First and foremost we never got hired by the person making this complaint our contract was with ********** not the person complaining. We have never not been in communication with the client or even with their spouse. The Client who hired us was happy with the job that's why she pay her full final payment on completion. And install date was August 25, 2022 We don't asked for full payment upfront which there is only a deposit required and a final payment on completion date. The spouse emailed Sep 1 2022 emailed us asking for better handles saying she didn't like the plastic handles they had pay for that was on there invoice and we had them change for metal ones better quality for free at no charge for them. You can see that from our emails I attached here. We have been still working with spouse not the client who hired us just to make everyone happy. Every time the guys go to there home there was a new complaint that we always take care of at no charge. We have a schedule to keep with other clients as well. Mind you the client is happy with the job. Our designer Still got a text from the spouse today 12-14-22 asking when we can go back to fix the doors now we going back on 12/21/22. When she stated she didn't want us back in her home in this complaint saying we are not a trust company. When we go back for every thing she call for free. Who's getting scam here? As you can see we never not been in contact and still helping out when the person who hire us its not the one complaining. And we still go out for free at no change whatever the spouse calls. I have attached emails and text so you can see we are here to help the client and there family. We offered a discount still on 12/13/22 and to still fix the issues. She said she was going to talk with the Client who hired us and get back to us. What we got was a complain email from BBB and a text 12/14/22 saying just come back fix it and will take the discount as well. Its hard to make every one happy when there not the one who hired you. I just want to ******* the client who hired us and paid us was a great client. As for the 3rd party complaint we still helping her and going for free to get fix for her.
  
  See Attachment/File: IMG_0671

  Customer Answer

  Date: 12/15/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  1) The person complaining (Ena ************) is the spouse of ********** and person whose credit card was used to pay for this project. I have been involved in this project with my spouse from the beginning, she was handling the phone communication and I was the one who was at home when they would come and do installs. I also talked to **** (the owner, full name ************) on the phone multiple times over the course of this matter. Recently, I took over the phone communication as my spouse is busy with work all day and can't be available to deal with this.
  
  2) As per my attached email and proof of payment, this project was paid in full on June 23rd - before the project started. In my second email attachment they've confirmed the payment + you can see the installation date they confirmed - August 19th (which they've postponed to 25th and then had to add another installation at a later date because they didn't have the bi-fold door + all the sliding door pieces).
  
  3) This project is still not completed, I don't know what completion or happiness the business is talking about because we (both *** and I) still don't have the doors we've ordered (picture attached of our closet opening where the sliding door is missing) and we're extremely frustrated with this entire process and absolutely not happy to be dealing with this for 6 months now.
  
  They were supposed to come back for the fifth time, not because we want them to keep coming and changing things, but because every time there has been an installation they have: not brought all of their parts, they provided us with doors that were not wide enough, they didn't measure the door opening correctly, and on their last trip they brought doors that were too thick + damaged and they weren't closing properly. I'm going to go over more details on each installation:
  
  On 1st installation they only brought the sliding doors, and they didn't bring all the parts for that door either (missing the top piece, and with wrong handles - we did not order plastic handles as you can see in our email that I've attached, *** confirmed the metal handle on June 30th, you can also see that examples in *****'s email she shared as well because those were the metal handles they showed us as examples).
  
  On 2nd installation the bi-fold doors opening was not measured properly and they had to take the doors back to resize them and come back for the third time. The sliding doors were also not fixed - they were not wide enough: there should be at least 2" overlap on doors and they were overlapping for less than half an inch. They said they would order the new one and fix the issue with that door as well next time.
  
  On 3rd installation they brought the new bi-fold doors and finalized the installation and said those were good to go. The doors did not look like what they've showed us in their examples, and when closed they look like something is pushing the 2 doors out. We've told them this and concerns about the quality/finished product, but they didn't offer a solution for it. Shortly after that the, doors broke out of the track as we were trying to open them. When we called the ****, he said their guy didn't install/bring the part that keeps them in place. This was days after the doors were installed and is something they never mentioned to us before the issue happened. If you knew he was missing that piece, why did you not tell us that immediately? Showing that they would have to come back again, not because of us, but because they didn't do the proper job.
  
  On the 4th installation they brought the new sliding doors and spent hours installing them, the installer said they were finished and done, I went to check and the doors were scraping against each-other which he then attempted to fix (after talking with **** on the phone and telling him the issues) only to then tell me an hour and a half later that the new doors were actually too thick for the track, didn't have the proper mechanism or screws on the top (he showed me how loose it all was on the top of doors) and would need to be reordered + they would also need to change all the other parts including track and top mask part.
  
  After this (Friday 12/9) we talked to **** on the phone and requested that they provide us with a full refund because after 4 times we've felt so frustrated, we have completely lost trust in this company's skills, communication, and overall quality of work. **** said he would talk to the office and tell us when the refund will be processed on Monday morning 12/12. That whole day went by and we, once again did not hear back from them. I texted **** on Tuesday to get an update and he continued to delay, which was by now a usual pattern they've done over the course of this project. They would not keep us updated at all, every time we needed to get a date, or update on what's going on we'd need to text/call multiple times to get an answer - screenshots provided from my wife's phone.
  
  Finally when we heard back, they offered to give us $1400 discount if they were to come back and fix the sliding doors. We've voiced our concerns and asked if they can guarantee us that this issue will be fixed on their fifth trip + asked when would the refund be processed before agreeing to that offer. **** said he'd update us by Thursday morning, which he never did, once again I had to be the one to ask for an update and we still did not get an answer on our concerns, he just gave me a date 12/21 and said they're coming then. No word on the discount/refund. When I asked when would the refund be processed he continued to give me vague answers that office needs to call me, but when I then asked when would they call me, he once again wouldn't give me an answer. It wasn't until I asked why is this taking too long and why are they being shady that he then finally said he would make sure we have the refund by 12/21 when they come back THE LATEST.
  
  We are beyond frustrated and the fact that this response is full of their fabricated lies about how my wife is so happy with this job and how she paid for the project upon completion when the project is first of all not even done and second of all it was paid in full on June 23rd.
  
  After seeing this response we've attempted to call **** and he did not respond, we left a voicemail. We absolutely do not trust them anymore, with their constant delays and after they've blatantly lied, we no longer want to work with them nor have them come back to our house. We want a full refund (as we've talked about on Friday) for all the stress they have been causing us since August, extremely poor quality/organization/communication, and for wasting our time and resources when we could've been working with someone who knows what they're doing. Six months later lost and now we have to go back to square one. Please give us our refund.
  
  Attached are: 1) bi-fold cannot be installed on the 25th because they don't have the parts and parts missing for the sliding doors msg screenshot 2) the delay in responses we when we ask for update msg screenshot, 3) my partner NOT HAPPY about the install and expressing concerns again msg screenshot 3) us selecting the ***** HANDLE they've provided us with and ****'s response to that email screenshot, 4) them not updating us that the parts were missing on the bi-fold msg screenshot, and 5) the full payment charge processed on my credit card 6/27 screenshot.
  See Attachment/File: Screen Shot 2022-12-15 at 4.23.02 PM

  Customer Answer

  Date: 12/15/2022

  ***Document Attached***
  Adding the missing messages/screenshots.
  See Attachment/File: 34EBC728-B516-43D6-8B68-FC50FF57AEA5

  Customer Answer

  Date: 12/16/2022

  ***Document Attached***
  
  See Attachment/File: 2FFFC93E-B31D-4FED-AE06-7D483B1D5979.jpeg

  Customer Answer

  Date: 12/19/2022

  On Friday, the company contacted us with a resolution to come back on 12/21 at 10am and install the sliding doors + provide us with a $1400 refund.
  
  We accepted these terms and have agreed to have them back. Our dispute/complaint is resolved.
  
  In the event that they fail to install the sliding door or provide us with a refund, we will reopen this complaint/dispute.
  
  Thank you for your help!