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:04/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I paid $6125 for closets to be installed in my Master Closet and Office Closet. I have attempted 7 times to speak with the Branch Manager about the poor service both installation and the excessive damage done to my home, the quality of products, and the misleading sales process. I have still not received a callback or even an email from him. I am now almost 3 months since the initial installation and it is still not corrected. I have been misled and the process has been drug out too long and I was charged in full when the initial installation was done. Due to character space, I have included a full account of events with a timeline in the attachments. I also have all my emails and phone records to support the timeline.

  

  Business Response

  Date: 05/09/2023

  We had not received notification of this complaint unitl 5/8/2023 - it looks like we will have to review our contact info with the BBB to make sure that this does not happen again. It appears that the client is correct and our company did a poor job communicating with the client through this process. The normal process was followed and their representative took care of writing the orders to take care of the problems - the ball was dropped in the installation department. It also seems that some confusion was caused by their request to speak to a branch manager as there is no such person. The installation side would be handled by the installation manager who oversees the entire end of that operation, and the sales complaint should have been handled by the sales manager. Those managers would be the highest level positions that would be involved in an individual clients job, and have full authority to correct issues. We did have a crew sent to rebuild and correct the issues on 5/5 - The installation manager will follow-up with the client today and make sure the repairs were handled. He will ask the client if they would like to speak to the sales manager to discuss the sales process issues.

  Customer Answer

  Date: 05/17/2023

   

  Forgive me for missing the response time of 7 days. 

   

  After I submitted the initial complaint they did come out to complete the work.  However, they had originally scheduled for 9 a.m. pm 5/5 when I spoke with ********************* in April.  When the office called to confirm the appointment on 5/4 they stated that the appointment was for **** p.m., I asked her to please confirm that as I was certain that ***** had scheduled it for 9 a.m. as I had re-arranged my work schedule to accommodate it. She very rudely placed me on a brief hold came back and said yes it is **** and then hung up on me.  I then scrambled to rearrange my work schedule again. On the morning of 5/5 at 9 am the installers arrived.  I was in a meeting to which I had to excuse myself to answer the door and luckily they were able to start on the closet in my master bedroom until my call was over.  This disruption caused problems for me at work. When I finished my meeting they moved to work on my office closet.  It is also important to mention that I had very explicitly requested that neither of the original installers comes back to my home.  One of the installers that arrived on 5/5 was one of the original installers that had originally installed the closet. He was also the one that without asking put the 2" gap filler without asking.  He also put a cover cap on the area that was extended without asking.  It was done poorly and only on one side making the closet esthetically displeasing. He said the wall was not even and that it was to cover the gap. he said he could not make it even. and the other side he said if he put the same cover on to make them match it would cover some of the shelves.  I told him I struggled to understand how he could ******** to fit but not the other to match and why he couldn't make it not crooked.  He said let me see what I can do.  He was able to make it acceptable.  I do not understand why he couldn't do that, to begin with, let alone why he didn't ask first before just taking the liberty to make his own decisions when I was available to consult.  

   

  I then heard from ********************* after the corrections were made but he did not offer any type of concessions to rectify the situation.  I told him I did not have a lot of time as I was working but informed him of what happened on 5/5.  I then had to tell him I had to call and if he would call me back at a alter time.  I have not heard back from him and will be calling him again tomorrow. I have not heard from the Sales Manager though.  I also struggle with the response given by Closets by Design that they were confused because on multiple occasions I was given ***'s name as who would be calling me back. And *****, while he did not mention his name said that the message was given to him by the "Branch Manager" to call me on one call, then said that he was out of the office at a conference so that *** be why he was not calling me back.  Yes, the only person that ever called me back was ***** and the ladies that called to confirm. 

   

  At this point, the only solution for me is either some financial rectification of some sort for the time lost, the strain that was put on my job, and the overall poor experience.