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:06/03/2024

  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.

  I paid a deposit check of $1399 on May 17 and the check cleared. The salesman ***** was very professional, before signing the contract, I told him that I was working out of town until the end of October and then I had one day that it could be completed on Friday, May 31 and then I would be home by 1 o’clock in the afternoon. He called the office, checked with the scheduling lady if that day and time would work and she said yes. after getting the runaround on Friday, May 31 about what time they would be there no one ever showed or responded. Now they refuse to give the deposit back.
  
  I want my deposit back of $1399.00

  

  Business Response

  Date: 06/03/2024

  There is always two sides to every story.  *** ***** is missing a large portion of the details.  On May 10, 2024, he signed the Contract.  Despite reminder calls on our process and policies, he was out of town on the day of installation and refused to provide payment before delivery.  Per item 7 in the Contract, we require final payment to the Installer upon delivery prior to installation.  In conversations with the Install and Designer, he admitted that you signed this portion of the Contract and refused to follow this requirement.  He also admitted that he was out of town and would not be at the home in time to make payment when the installer arrived on Friday afternoon.  Even though the Closets by Design team was subjected to various vulgarities including calling the Install Coordinator a “*****”, the Installer, Install Coordinator, and Operations Director calmly tried to reach an agreement to move forward and were merely trying to follow the Company policy on installation scheduling.  He was also advised that if we needed to reschedule the installation, there would be a 20% reschedule fee per item 5 on our Contract.  No agreement was reached, and he refused to let us proceed on Friday.  He side of the story is false.  
  
  After multiple calls and texts over the weekend and on June 3rd, he demanded a refund for the project.  When he spoke to the finance manager today, June 3rd, he refused to move forward, even though the finance manager offered to waive the reschedule fee.  He hung up twice on the phone calls and told the finance manager to “** **** *********”  He also threatened to take us to court before rudely hanging up the phone.
  
  As discussed with *** *****, this product is cut and ready to be installed. We have already attempted to deliver, but he refused. He has until June 30th to call the office and reschedule, or this material will be destroyed, and we will move forward with turning his account over to Collections. As per item 5 below, there will be an additional 20% rescheduling fee once he are ready to proceed.  We've already loaded and attempted to install the product on 5/31 and now have the product in storage.  This comes at a cost and hence the reason for putting this on the Contract (that he signed).
  
  We are happy to move forward to fulfill the requirements of this Custom project. When he is ready to proceed, feel free to call ************ and ask for the Installation department. Please do not call the office asking for refunds. As indicated in item 9 of the Contract, refunds are not allowed after 3 business days. This product has already been designed, engineered, and produced, and no refunds are allowed this late in the process.

  Customer Answer

  Date: 06/04/2024

  
  
  

  I did not cancel the appointment, they did not show up, and I have it in writing. I will not pay more money to change the install date. They have done nothing but lie and try to cheat a customer out of a deposit. And they continue to lie. No one has reached out to me, I have had to call them. If someone from the company wants to reach out to me at schedule for to be installed at the same cost of the contract that’s the only thing that I will do. 

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  
  

  Regards,

  
  

  *** *****

  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 06/04/2024

  We are at an impasse with this Client.  He is the only person lying in this scenario as we reached out to him yesterday morning to reach a resolution.  His response was to tell the finance manager to "**** ***" and hung up; even though we offered to reschedule with no penalty.  

  This offer with no reschedule fee is now off the table since he is continuing to lie on Social Media, etc.  

  We're not spending anymore time on this Complaint as we've made it very clear what the next steps are with his Contract, that he clearly signed.  Our A++ rating and 5 Star reviews speak for themselves.

  Deadline for a response to reschedule and complete the Contract is 6/30 as stated previously.

  Customer Answer

  Date: 06/05/2024

  
  
  

  This is another lie, no one has reached out to me to schedule the work to be done, no one reached out to me yesterday morning, keep adding therefore there is no way for me to keep saying the words that they keep putting in writing! I am the customer and gave them a deposit, it is illegal to take someones money and not complete the work. It is their job to get me on the schedule!! Either so the work that was contracted or return the deposit.

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  
  

  Regards,

  
  

  *** *****

  
  

  
  

  
  

  
  
  

  Customer Answer

  Date: 06/06/2024

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that arbitration is necessary.

  
  

  Sincerely,

  
  

  *** *****

  Customer Answer

  Date: 06/06/2024

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that arbitration is necessary.

  
  

  Sincerely,

  
  

  *** *****

  

  Business Response

  Date: 06/06/2024

  Arbitration Agreement for 6/25 and signed copy of Contract dated 5/10/24 attached.  

  

  Business Response

  Date: 06/12/2024

  Signed Arbitration agreement attached.

• Initial Complaint

  Date:04/08/2024

  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.

  The work was terrible destroyed my house paid 21 grand it was work I could have done the reason why I went with them cause they said everything custom and rooms will be 100% where done wood all chipped up nothing line up straight

  

  Business Response

  Date: 04/11/2024

  Closets by Design stands behind our work and we have sent an installer back to review the installation questions.  The Installer returned on 4/9 and we decided to give the ************* a free upgrade of Contemporary Crown and Base molding in all of their systems.  This upgrade is a concession worth $2000 to $3000.  Because of the amount of additional work, the installer will need to return at a later date to finish up this upgrade.  2nd trip is currently TBD.

• Initial Complaint

  Date:03/15/2024

  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.

  In January ***** the company designed a built-in for us; the design did not have a backsplash (see photo). On February *** ***** the installers brought a countertop with gaps for a backsplash. We declined the backsplash, per the original design. We are now left with a countertop with a large gap in the back and left side.
  We attempted to resolve the issue with the company directly. They offered us two possible solutions, ranging in cost - to us - from $*** to more than $***** The company refuses to correct the countertop issue without additional cost. Additionally, the shelving around the fridge is not square. We just want the company to deliver what was promised for the amount for which we contracted.

  

  Business Response

  Date: 03/22/2024

  We acknowledge Mr. and Mrs. ****** concerns and are working to remedy the problem.  Backsplashes are standard on all our Countertops as they help to handle walls that aren't flush.  Their floor is also not level and we need to come back out and shim the right side of the cabinetry.  We made a service call on Thursday **** to hopefully fix these issues but it looks like we're going to have the top remade.  We are working with the Countertop supplier now and will get back with a new Service date once we have an ETA on delivery.  There will be no cost to the Client for any of these efforts.  When we go back, we will handle scribing the countertop to the wall and shimming the cabinets at the same time.  This project is an urgent matter for Closets by Design and we hope to get it addressed ASAP.  More details to follow.

• Initial Complaint

  Date:10/11/2022

  Type:Sales and Advertising 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 had them to install cabinets in my garage, I have two electrical outlets that they covered with the cabinets and had to cut holes in the side of the cabinets in order for me to use them. I asked if they could make the opening around the outlets bigger so that I can put in a four-way outlet and if they can put some type of cover on the hole so it can look better. Common sense would have set in when they saw that they enclosed the outlets in the cabinets. When I asked if they could fix it they said “the cabinets were installed per design and to increase the size of the outlets holes would require an after-work order to be processed by the designer and additional fees charged “. I don’t feel I should have to pay additional for a mistake that they made.

  

  Business Response

  Date: 10/11/2022

  We spoke to **** ******* on Friday 10/7 to explain the outstanding balance and discuss next steps with regards to her outstanding needs.  **** ******* agreed to send an email to our Install Department listing all items she would like to get addressed.  We agreed to upgrade her doors/drawers to DECO for free and come out one last time with the new parts if she would settle up on the outstanding balance of $1065.  We are awaiting her email with the issues that need to be addressed so we can move forward.  Left voicemail on 10/11.

  Customer Answer

  Date: 10/12/2022

  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  
  

  I am rejecting this response because: This message originally read on 10/11/2022
  

  Good morning below i have copied their response, I don't know who is *** *******, I checked with my wife and we both have not heard from them on the reported matter.  I would like for them to reply to my complaint and not someone else's complaint.  I will be contacting the news team and their corporate office on this matter.  

  We spoke to **** ******* on Friday 10/7 to explain the outstanding balance and discuss next steps with regards to her outstanding needs.  **** ******* agreed to send an email to our Install Department listing all items she would like to get addressed.  We agreed to upgrade her doors/drawers to DECO for free and come out one last time with the new parts if she would settle up on the outstanding balance of $1065.  We are awaiting her email with the issues that need to be addressed so we can move forward.  Left voicemail on 10/11.

  
  
  

  Regards,

  
  

  ***** *****

  
  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 10/12/2022

  Someone from the Installation department will be reaching out to determine what we can do about adding plastic grommets to the Client's garage system.  Stay tuned on next steps.

• Initial Complaint

  Date:09/15/2022

  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.

  The company committed to providing us the following:
  1. Pantry Install - Took two trips but completed at this time
  2. Laundry Room install - Still outstanding. The bottom cabinet came with a backing which it wasnt supposed to. Two of the cabinets are still missing. The doors that we do have look like garage doors as the designer never discussed cabinet doors with us.
  3. Downstairs closet install - Problem with install that needs to be fixed
  4. Upstairs closet install - completed
  We have made the following payments:
  5/14 $1,371
  6/18 $2,565
  8/16 $871
  8/26 $2,000
  Total = $6,807
  On 8/26 I was told they would be back within a week to fix the laundry room. I called again on 8/31 and spoke to someone about the issues and requested when they could be fixed. As requested I sent pictures of the damage to the one closet and sent laundry room picture to show all of the issues. I was told I would receive a call back later that day to provide a time and date to have the items fixed and have yet to receive that call. I have reached out multiple times asking to speak to a manager and have yet to have one contact me.

  

  Business Response

  Date: 10/04/2022

  One of our installers went to the Logsdon's on 9/27 to correct some of the outstanding issues with their Laundry.  He installed Cabinet #4 and fixed the backing on the lower unit.  The top of the RIC closet needs to have new components that we had to have remade.  Components have been made and we've left 2 voicemails to set up a time to come back and complete.  

  Client still owes $1065 for completion of this project.  We stand behind our work and have a limited lifetime warranty to handle her concerns.  We will upgrade the doors to Deco for free if she settles up on the final payment that was due upon delivery.

  Customer Answer

  Date: 10/05/2022

  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  
  

  I am rejecting this response because: we do not owe that amount as we were told during the first day of the pantry install that we would be credited $500 due to the issues encountered as the wrong color of supply was sent for half of the install and a second installer having to come out.   Our balance at this time is $565  which we will pay if the following occurs:

  1. The damaged material that was installed in the downstairs closet is fixed 

  2. We receive undamaged cabinet decor doors in the laundry room at no additional cost. We would like the doors in the picture attached in white  there is a total of 6 cabinet doors (4 up top and 2 on the floor)  

  as we have already taken off work three different times and need to take off yet again for another appointment please conclude all remaining work in one scheduled appointment  

  
  
  

  Regards,

  
  

  ***** *******

  
  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 10/07/2022

  We have left multiple message on **** ********* cell phone to discuss our plans to go back and wrap up her RIC issues.  Tentatively scheduled for 10/14 but this hasn't been confirmed.  Client needs to call back to the office and ask for ****.