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:04/23/2025

  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.

  Ordered a wall unit. Order was cancelled after 5 business days from order as vendor said unable to install it as to specs. Days later they came back and said they were willing to install it. At that time we told them to stop and we were going in another direction. They refuse to give back our deposit. They claim we cancelled after the 3 day waiting period but they stopped it on the 5th day. This after we already did a big project with them. We want our money back.

  

  Business Response

  Date: 04/22/2025

  This is not our customer. Has a Florida address.

  Customer Answer

  Date: 04/23/2025

  the address for the office I was dealing with is:

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

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

   

  my sales *** was **** ********* who was the one who called me to say the unit they proposed could not be installed and that's when the project was halted.

  

  Business Response

  Date: 04/24/2025

  Dear Better Business Bureau,

  This letter is in response to the complaint filed by Mr. **** ****** regarding his contract with our company on April 4, 2025, for the installation of a custom entertainment center. We have carefully reviewed Mr. ******** concerns and wish to provide the following information for your consideration.

  On April 4, 2025, Mr. ****** entered into a legally binding contract with our company for the design and installation of a custom entertainment center for a total price of $6,400. At the time of signing, Mr. ****** provided a deposit of $1,280, with the remaining balance due on the day of the installation.

  The contract included detailed designs, which were reviewed and explicitly approved by Mr. ******* It was also understood and discussed that a separate slatwall installation within the open media section of the entertainment center was to be handled by another company contracted directly by Mr. ******* This slatwall was not part of our contracted services or responsibilities.

  Crucially, the contract signed by Mr. ****** clearly outlined our three (3) day cancellation policy. Mr. ****** not only signed the contract but also specifically initialed the section detailing this cancellation policy, acknowledging his understanding and agreement to these terms.

  On April 15, 2025, eleven (11) days after the contract was signed and well outside the agreed-upon three-day cancellation period, Mr. ****** contacted our designer via email. In this email, he stated that the wood slats/paneling he intended to use for the slatwall (to be installed by a third party) were no longer available from his chosen vendor. As a result of this unforeseen issue, which is entirely unrelated to our company or the scope of our work, Mr. ****** expressed his desire to "stop and not move forward at this time" and requested to "think about it awhile before we decide what to do."

  Despite the cancellation request falling outside of our contractual agreement, we attempted to accommodate Mr. ******** situation. We offered to delay the installation of his entertainment center and even proactively reached out to our own vendors to explore potential alternative slatwall options that might be suitable for his needs.

  However, as Mr. ******** cancellation request was made significantly after the agreed-upon three-day cancellation window, and because we had already commenced work on his project including ordering materials and processing his custom design through various company departments in preparation for his scheduled May installation we are unable to provide a full refund of his deposit.

  We understand Mr. ******** disappointment regarding the unavailability of his chosen slatwall material. We sincerely regret any frustration this situation has caused him. However, we operated in good faith, adhered to the agreed-upon contract terms, and have incurred costs and dedicated resources to his project based on his initial agreement.

  While we value our reputation and strive for customer satisfaction, we must also uphold the terms and conditions of our contracts, which were clearly communicated and agreed upon by Mr. ******* We believe that the cancellation request is solely due to circumstances beyond our control and outside the scope of our contractual obligations.

  We are open to further communication through the Better Business Bureau to clarify any remaining questions.

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23234963
  
  I am rejecting this response because:

   

  what Closets by Design fail to mention to you is I was contacted by my rep **** ********* on Friday April 11th telling me they will not be able to install the unit.  I was mad and did not understand why. I was told on the same call that **** would try to get them to change their mind.  I said at that point I would move on.  I was then contacted again on Sunday via email that they would change their mind and do the installation.  At this point I already was working with another company and met and signed with them that week.  I did not cancel the project, they did when **** called me and said they would not do it.  I just gave this company ****** on another project weeks earlier and find this disgusting that after they cancel a project (although they changed their mind) they refuse to return my deposit.  
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 04/24/2025

  In addition it was not 11 days later after the 3 day period.  It is 3 business days and on business day #5 is when I was told by **** ********* that the unit was not able to be installed.  It had nothing to do with me getting the slatwall.  I could have picked a different one.  They said they would not install it on the wood.  Please let me know before I get my attorney involved with litigation.  he has been copied on all of these correspondences.

   

  **** ******

  

  Business Response

  Date: 04/24/2025

  We are writing to address the inaccuracies presented in Mr. ******** second statement regarding his complaint. His recollection of events leading to his cancellation request is not consistent with the documented timeline and the agreed-upon terms of our contract.

  Firstly, it is crucial to reiterate that Mr. ****** signed a contract on April 4, 2025, which included a clearly stated three (3) day cancellation policy, a clause he specifically initialed, acknowledging his understanding and agreement.

  Contrary to Mr. ******** recent assertion, Closets by Design did not initiate a cancellation of the project on April 11th or at any other time. The initial contract and approved designs clearly indicated that Mr. ****** intended to have a third-party company install a slatwall within the open section of the entertainment center, behind where his television would be placed. This is evidenced by the attached original inspiration photo and formed part of the signed agreement.

  Several days after signing the contract, and well outside the three-day cancellation window, Mr. ****** requested a significant change to the agreed-upon design. He asked that our company modify the installation plan to hang our custom entertainment center units from a slatwall that would now cover the entire wall. This was a deviation from the original design, which involved our units being directly mounted to the wall studs for stability and safety.
  Initially, we expressed concerns regarding this requested change, as we lacked specific details about the slatwall system Mr. ****** intended to use. Our standard installation procedure involves secure attachment to wall studs, and accommodating an unverified third-party system raised potential safety and structural concerns.

  Despite our initial reservations, and in an effort to accommodate Mr. ******** revised vision, our management and installation teams collaborated to explore potential solutions for safely installing our units onto the slatwall system he envisioned. We were actively working to find a viable adaptation to his request.

  It was not until April 15, 2025 eleven (11) days after the contract was signed and long after the cancellation period expired that Mr. ****** informed us via email that the specific wood slats/paneling he wanted for his slatwall were no longer available. It was at this point that Mr. ****** expressed his desire to "stop and not move forward at this time." His statement in his previous response, "We want to stop and not move forward at this time," clearly indicates that the decision to halt the project originated with him due to the unavailability of a third-party product.

  Mr. ******** claim that Closets by Design canceled the project on April 11th is unequivocally false. While there may have been internal discussions regarding the feasibility of his requested design change (to hang our units on his slatwall), we never communicated a cancellation of the original contracted project to Mr. ******* In fact, a subsequent phone call on Sunday, April 13th (as referenced by Mr. ******** confirms our continued commitment to the project, albeit with the requested modification.

  The fact that Mr. ****** may have begun working with another company during this period is a consequence of his decision to halt the project due to the unavailability of his chosen slatwall, a situation entirely outside of our control and responsibility. His prior business dealings with our company on a separate project are irrelevant to the terms and conditions of this specific contract, which includes a clearly defined cancellation policy that was not adhered to.

  In summary:

   -The original contract, signed and initialed by Mr. ****** on April 4th, included a three-day cancellation policy.
   -The initial design involved Mr. ****** arranging for a third-party slatwall installation within our entertainment center unit.
   -Mr. ****** subsequently requested a significant design change, asking us to hang our units from his chosen slatwall.
   -Closets by Design did not cancel the project. We were working to accommodate Mr. ******** requested design change.
   -Mr. ****** requested to halt the project on April 15th due to the unavailability of his chosen slatwall, well outside the cancellation window.

  We regret that Mr. ****** is disappointed, but we stand by the terms of our contract. We invested time and resources in preparing for his installation based on his initial agreement and subsequent requested modifications, only for the project to be halted due to circumstances beyond our control and after the cancellation period had expired. We remain open to a fair resolution within the bounds of our contractual agreement.

  Customer Answer

  Date: 04/26/2025

   
  Complaint: 23234963
  
  I am rejecting this response because:

   

  to correct closets by design inaccuracies:

  1. The wall was always going to be fully covered in slatwall.  I have 3 witnesses to that fact.

  2. Their rep **** ********* contacted us on the 5th business day (contract says business days) and said the install can not happen.  The project at that moment was off.  

  3. 2 days later when **** emailed me that they were willing to do the install I already moved forward with another company and told her to stop.  I have the email that was sent that they would now install despite their cancellation previously.

  4.  Closets by design keeps mentioning I cancelled because of not getting the desired slats.  I never said I would not pick an alternative so I do not know why they keep saying this untruth.

     Obviously after doing a 14k order with them previously, I liked their work and ****.  I would expect a big company would not try to take a substantial deposit from a good customer who showed a desire to do a bedroom and kitchen project with them in the near future after they clearly stopped the project after 5 business days. There is no way substantial work and material was ordered within 5 business days especially when they informed me they were unable to do the install.  I do not want to put **** ********* in a bad spot as I respect her but she will be very involved in this if I need to continue my future action.    It is the ultimate bad business move and I am willing to litigate this if the deposit is not returned.  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:01/31/2025

  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.

  They never completed the job or finished corner shelf and left dangling wires on top and a large electronic box just on top with no home. Further more, they put blue tape down on the floor which left marks so the installer would know where to install the desk, and then they never bothered to remove it and built the desk right on top of the blue tape sticking out partially!!! Horrible work and did not finish the job! Request a refund! It is costing me significant dollars to have this horrible job finished & cleaned up properly.

  

  Business Response

  Date: 02/07/2025

  We are writing to apologize for the client's frustration in response to the complaint filed regarding a custom closet project completed on December 30th of 2024. We strive to provide excellent service and are disappointed to learn of the client's dissatisfaction. We would like to clarify the events and address the client's concerns.
  
  Following the successful installation, we attempted to contact the client multiple times over a seven-day period via phone and email to schedule a final walkthrough, obtain sign-off, and collect the outstanding payment which was due upon delivery. Unfortunately, we received no response. It was only after the client was charged a week later that we received any communication from the client, in the form of multiple vulgar and threatening emails.
  
  We made further attempts to contact the client on January 7th, 8th, 10th, and 13th via phone and email to understand the nature of their concerns and address any outstanding issues. Regrettably, the client has refused all communication attempts beyond the initial threatening emails.
  
  We understand from the complaint that the client has two specific concerns: blue painter's tape remaining on the installation and visible wiring above a light fixture.
  
  Regarding the tape, our installers were unsure of its purpose and left it undisturbed as they did not want to remove it in case it was being used by the client. Had the client been present at the time of installation, or responded to our subsequent communication attempts, this tape would have been promptly removed. It can still be easily removed.
  
  The visible wiring above the light fixture is a direct result of the client's insistence on a shorter cabinet, which unfortunately makes the wiring visible. We have solutions to conceal the wiring, but the client has refused to discuss these options with us. It is our understanding that the client is now, 30+ days after the installation, demanding a full refund.
  
  We believe a full refund is unwarranted. The project was completed to contract specifications, and the issues raised by the client are minor and easily resolved with open communication. We remain committed to addressing these concerns and stand by our offer to provide a solution to cover the wiring and remove the tape. We are ready to work with the client to achieve a satisfactory resolution.
  
  We kindly request the Better Business Bureau's assistance in facilitating communication with the client so we can address these outstanding matters and bring this issue to a positive conclusion. We value our reputation and are committed to resolving this complaint fairly and professionally.

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22883955
  
  I am rejecting this response because:

  1.)  It was Closets by Design employee "*******" who placed the blue tape down so that their installer would know where to install the desk.  Clearly based on this evidence they do not communicate well together.

  2.)  We never asked for a 'shorter corner cabinet' - I triple checked all texts & emails to Closets by Design employee, ******* about this.

  3.)  ******* texted on December 17, at 12:13PM the following "You said cool light?" - I responded on at 12:30PM - 'WARM LIGHT"... and they still got that color of the lighting WRONG!

  4.)  Most importantly, there is damage from the installer on the top of the desk filing cabinet, and that top needs to be replaced.

  5.) I would like to have their employee ******* explain to her boss at Closets be design, why was she not truthful that she placed the blue tape down.  My wife & I both witnessed her do it.

  6.) Please have them explain how the intend to repair the damages also to my floor now that the installed on top of the blue tape and now likely caused damages to my real wood floors!!!

  I have more videos & pictures to send if you need.

  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 02/18/2025

  We recognize the client's concerns and understand their frustration and want to reiterate our commitment to completing the project to a reasonable standard.
  

  We have offered the following to possibly rectify the situation:
  -Lifting desk & remove the blue tape.
  -Replace the damaged piece.
  -Add flat molding to conceal the wiring.

• Initial Complaint

  Date:01/13/2023

  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.

  On 7/29/22 my husband and I signed a contract for a master walk in closet with a down payment of $1800. Our initial installation dates per the contract were scheduled for 9/21-22/22. The installers arrived earlier than expected on 9/2 but left with an incomplete closet and issues including missing crown molding, misaligned drawers due to poor measurements, drawers that did not close fully. **************** was notified immediately. 11/2/22 installers arrived again to fix issues but did not- only 2 hook racks were installed- no crown molding nor new, properly cut drawers were installed. Another date was set for 11/12/22- the installer arrived Saturday afternoon lacking the correct tools to finish the job- nothing was done to remedy any of the problems. 11/22/22 cancelled by CBD for an ill installer. 12/1/22 I cancelled for medical reasons of my own. 12/21/22 installers were cancelled as I had arranged with customer service to be the first stop of the day and these installers were coming between 1 and 3pm. 1/6/22 installers arrived to finish fascia and crown molding and replace all the poorly cut drawers. **************** was immediately notified with photos via email of the poor work- caulk everywhere including the ceiling, damage to ceiling attic access molding, a hole in the ceiling, poorly cut crown molding, poorly cut baseboard molding, visible nail holes, scratches and misaligned joints filled with caulk. CBD offered two resolutions: a fifth attempt to finish the closet by sending the 'right' installers to fix the errors or $650 refund to call it even. We do NOT accept either of the resolutions as they have had FOUR chances to finish the closet and yet the problems keep mounting and thus are no longer welcome in my home and $650 does not cover the cost of repairs, the inconvenience and hassle and all around extremely shoddy work. Our closet should have been installed correctly in September per the contract and now it's ******** absolutely unacceptable.

  

  Business Response

  Date: 01/16/2023

  We apologize for the client's frustration and while it did take us several tries to complete this closet,Closets by Design has installed the entire closet to contract.  The drawer stack was replaced and is now in working order.  We had difficulty installing the crown molding to the ceiling as the room has some extreme angles and the attic door has molding that we tried to work around.  We recognize that some of these crown molding items could look more polished and have offered to fix them to our customers satisfaction.  As it did take us longer than usual to complete this closet, we refunded this customer $250 on November 14th.  Since the client has refused to have us back, we offered $650 to cover the cost of the molding.  Please review attached pictures of completed closet. Should the customer wish to have us fix the final issues, they may call our office at ************. Again, we apologize for the inconvenience.  

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18808592
  
  I am rejecting this response because:

  The closet has not been installed per contract. A "complete" installation does not include the issues that our closet has. Your photos do not show the level of detail of the photos I had enclosed, only that your installers rushed a job to get to the next one. CBD has been patiently given FOUR attempts to complete this closet over a time period of initial installation in September to January 2023. During each of these four visits, there was an issue and we believe a fifth visit will do nothing to solve the issues created during the last visit of the fascia, crown molding, damaged attic molding, baseboard molding and the caulk that is smeared on walls, fascia and crown molding and the ceiling. When looking at the angles of the closet, every angle of the crown molding is a 90 degree angle; we don't understand where the excuse of difficult angles keeps coming into play. There are many angles, but no difficult angles- it was a job that required patience and time to make right and the workmanship clearly shows a lack of both. The $650 refund is insulting as it does not cover the inconvenience (customer service was made aware of the missing crown molding in September 2022 and it wasn't installed until January 2023 and it was installed extremely poorly), the time, the poor workmanship and now it will not cover hiring a competent contractor to remove the shoddy work, repair walls and the ceiling damaged near the attic access and install new fascia, crown molding and baseboard. The customer service manager and owner of the company were invited to our home via email correspondence with the customer service manager to view in person they work their installers put forth and we did not hear a response. Again, CBD has demonstrated they are unable to complete this closet to expectation with proper workmanship and we do not accept their offer $650.

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

• Initial Complaint

  Date:12/14/2022

  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.

  I ordered a closet on 5/31/22 and paid a $2833 deposit. The closet installation was scheduled for 10/10/22. The technician who attempted the installation could not get the shelves and drawers to align. He hammered them until they were damaged, and said there was a known manufacturing problem that could not be fixed onsite. It took 5 service calls over 4 weeks to reinstall and realign parts multiple times. The last service call was 11/11/22. I asked for a credit as compensation for the many hours of service calls and the fact that I could not use the closet for a month. The customer service manager offered me a free shelf or jewelry drawer insert, but refused a credit. Upon receiving my charge card statement I found they charged me the $2833 balance on 11/2/22, over a week before the last service call. They are no longer responding to my requests for a credit.

  

  Business Response

  Date: 12/15/2022

  We apologize for the inconvenience, there was an issue with our machinery and we were unaware that the problem existed until the day of installation as this issue was very slight, but enough to through off the alignment of the shelving once installed. We immediately scheduled a walkthrough with one of our Install Supervisors two days after the install to coordinate a plan to rectify the problem as we were still working to figure out how to fix the issue with our machinery. A service was scheduled with the same install supervisor to complete the job the day after he did a walk through with the client. We flew in several technicians and worked tirelessly to root out the problem with our machinery which is what caused the short delay as we wanted to make sure that this problem was fixed. Client called after the install was completed on 11/1 with a few minor adjustments she would like done,of which all were addressed promptly the following week.  To compensate for any inconvenience after the job was completed in full, we offered several upgrades and additional shelving.

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18574812
  
  I am rejecting this response because I don't understand why the business offered more merchandise but refuses to provide a credit.   They were willing to install a $950 accent shelf at no charge to mask the defects, why can't they deduct that cost from the final amount that they charged me before resolving the issues?
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/14/2022

  Type:Order 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 signed a contract with Closets by Design of the Palm Beaches & the Treasure Coast to install a new closet system in my master bedroom on 09/16/2022. I paid them a 20% deposit upfront with the remaining 80% due over 18-month financing.We agree on an install date of 10/27/2022. The technician arrived within the timeframe and installed the closet system. After the technician left, I discovered that he cut corners in multiple places. I contacted Closets by Design of the Palm Beaches & the Treasure Coast and notified them of the shoddy workmanship on 10/29/2022. We agreed that a different technician would be sent out to my home on 11/07/2022 and he would perform some minor upgrades to make up for the substandard work. The technician never showed up. I contacted Closets by Design of the Palm Beaches & the Treasure Coast and they offered me no explanation and no additional possible service dates. My closet system remains incomplete three weeks after it was supposed to have been completed and that prevents me from fully using it.When it comes to a contract, if you dont perform your duties, you dont get paid. I contacted my credit card and the financing company and disputed payment. I am willing to work out something with Closets by Design of the Palm Beaches & the Treasure Coast in order to resolve this issue, but in addition to fixing the problem and performing the agreed upon minor upgrades I believe I am entitled to a billing adjustment for all the inconveniences and hassles. If Closets by Design of the Palm Beaches & the Treasure Coast is unwilling to properly compensate me for their breach of contract, then they are free to send a technician over to remove their closet system. I will then seek to finalizable a full refund and find a more reputable business partner that keeps their word and performs their contractual duties in a timely manner.

  

  Business Response

  Date: 11/15/2022

  We are sorry to hear the customer is not satisfied.  We did install the closet on 10/27 and when the client called regarding his concerns we agreed on **/7 to complete a service at no charge.  ********************** closet is installed and completely functional.  We do not traditionally caulk the closets or the toe splash (board which covers the paint line from the baseboard) as most clients prefer the closets are not caulked to the wall.  In some cases, walls and floors are not flush or level and there can be small gaps.  Our Designers cover this during their consultation and all clients initial their understanding, that this can be the case, on item #** in the contract (attached). 

  When the client requested we caulk, we agreed to the service and scheduled for a different installer, as he had requested.  Our schedule is very tight, so to add to another installer it was going to be 7 days.  However, the client's closet was completely functional and ready for use.  Our installer ran late the day of his service (his window was from 2:30pm - 4:30pm) and we called the homeowner at 4:45pm to let him know it would be another hour.  Unfortunately, the homeowner abruptly disconnected the call with our office after demanding someone arrive tomorrow.  We rescheduled the service for **/30 but do not have confirmation as the homeowner is out of town.  With the first service we did offer a complimentary tie rack and belt rack for his inconvenience.  We look forward to remedying the situation and caulking the spaces the client has requested.  Thank you

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18379328
  
  I am rejecting this response because:

   

  Closets by Design pretends like they were unaware of my dissatisfaction.  This is an act because of the public nature of my complaint.  They knew perfectly well I was dissatisfied as I told them multiple times.

   

  The closet was installed on 10/27/2022 but the installer did a shoddy job.  He secured four of the baseboards to the wall but did not secure the other two.  In addition to this there are visible gaps between where two of the sections connect at a perpendicular angle.  I informed Closets by Design of this substandard work and provided them with pictures.  After reviewing the pictures, they agreed to repair this poor workmanship and send out a different installer on 11/07/2022.  Their installer no-showed even though we had a confirmed appointment that day between 2:30 4:30 pm!  The installer called me at 4:50 pm and said he had no idea when he could make it out to my place.  I called the office to complain about this no-show and they had no explanation as to why their worker didnt show up.  When I told them that I expected someone to come over the next day to complete the job instead, not only did they refuse this reasonable request but also refused to tell me when they would be able to get someone back out to my place.  I told them to figure it out and ended the call.

   

  My closet has been installed but is not fully functional.  I am not going to load all my clothes into the closet and then have to remove them again for repairs to be done.  If they traditionally do not caulk the closets or the toe splash then why did their installer secure four of the boards but leave two unsecured?  Why would they agree to return at no charge and provide me with free upgrades? Their claims do not pass the smell test.  No reasonable person would accept their bogus claims based on the facts.

   

  My closet was supposed to be installed and fully functional on 10/27/2022.  Here it is 11/29/2022 and my closet still has not been repaired.  They have broken their word on more than one occasion.  Until they provide additional accommodations for the lack of full use of my closet they are not welcome to return to my home.

  I expect Closets by Design to provide a billing adjustment a discount on their services for not meeting the original 10/27/2022 installation completion date nor the revised agreement for 11/07/2022.  Verbal agreements are as binding in court as a written agreement if they can be proven.

   

   

  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/28/2022

  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.

  Retained for custom pantry. Within ****************************************************************************************************** uncomfortable. A cust. Serv. Rep called me an hour later, I said I wanted installer to leave, they insisted he stay and held completion of the job over my head. Throughout the day he became more aggressive, both verbally and in the manner he treated my property. I called CBD and again told cust. srvc. I wanted the man out of my house. The call was escalated to operations manager. Instead of getting their employee out of my house as quickly as possible the operations manager kept me on the phone for almost half an hour arguing with me insisting I needed to make payment in full, unethical when i was clearly in distress. I agreed to make a payment just to get the installer out of my house. When I was finally able to look at the work in my pantry I was appalled at how bad the workmanship is: cabinets misaligned, crooked crown molding, cracks in wood, caulk used to cover defects in material and gaps from misalignments. Its so bad it looks intentional. I called the operations manager back in a complete panic, he quickly ran my credit card during the call for the additional payment likely because he knew I would revoke authorization to do so. He didn't acknowledge a single problem with the pantry, to this day not a single representative of CBD has despite how blatantly bad it is. After the installer left I discovered he urinated all over my toilet seat (the part where you sit), cursed at my mother, and left screws and garbage in my driveway. No apology from the owners or anyone with actual authority with this franchise. CBD only offered to send a supervisor to my house AFTER they were told them we would not work with them any further. Given their conduct I lost all faith they could ever fulfill their obligations per contract. I now have to pay someone else to redo the entire job. Materials are worthless. I am again requesting a refund.

  

  Business Response

  Date: 11/14/2022

  We're sorry to hear the client is unhappy, Unfortunately our recollection of events does not correspond with the clients.  Our management team offered to go out and address her concerns directly and the client has not permitted us back in her home.  Attached are photos of the job which is complete except a countertop.  We were unable to install the countertop because the client will not permit us too.  We will not be able to refund for a project this is already installed.  However, we did clear the balance on her account which was $1,050 (on a total job of $4,100).  She is now considered paid in full.  Thank you. 

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18327142
  
  I am rejecting this response because:

  The fact that they provided photos to show the work was actually done as if it somehow combats the 58 pages of pictures i provided that clearly depict how poorly the work was done underscores that they dont actually care about the quality of their work -they give you what they give you and make you fight them to get the work done the right way. This is a clear pattern and practice of theirs in reading other BBB complaints and ****** reviews. The fact that their employees are trained to hide things with caulk like defects in the material, damage like cracks, and gaps from misalignments from their own bad measurements and poor cuts speaks volumes about how they do business, and thats certainly not what I paid over $3,100 for. What their installers did at my house couldnt be further from what was shown to me in advertisements, pictures and materials from their sales rep and more importantly what I contracted for. It is extremely offensive that they would claim my version of events differs from theirs, essentially insinuating that Im lying solely for the benefit of other readers because the truth is they have no valid response for their actions. I have text messages, emails,photos, videos and security camera footage to back up everything I have to say.Not to mention all their phone calls are recorded. This companys attempts to change the narrative and downplay their employees deplorable behavior, what transpired at my home and how their business completely failed to respond,apologize or do anything at all is the very reason I lost any faith in their ability to conclude this transaction in a manner that would be acceptable to me or any reasonable person. What they failed to mention is that they only claimed to offer to send a supervisor to my home AFTER they were told they would not be permitted in my house again. This company treats customers as if they have no recourse whatsoever because they think no refunds or cancellations means the customer has no choice but to accept what they give you when they want to give it to you, or get threatened with a small claims suit. No refunds or cancellations only applies when the party is actually capable of performing the service contracted for and this company is clearly not - otherwise they would not employ people that would EVER do such shoddy work in the first place. The structure of the pantry was installed, there is no denying that. The issue is and always has been how inexcusably bad it was done - in addition to the fact the person that did it was not only disrespectful, but downright nasty and they are responsible for the people they send into their customer's houses. Again, to this day this company has refused to acknowledge a single problem with their work,which is evident from their response. I have now been forced to pay to have the entire pantry redone, expending an additional $4,000 just for the materials,not even including installation. I have disputed the closets by design charges with my credit card company, and I will vigorously pursue that dispute and any other methods of dispute resolution available to me. My BBB complaint was an attempt to resolve this issue amicably as their attorney stopped responding to me after I sent him the same pictures that were attached to the BBB complaint. Their response is clearly not in good faith, the waiver of the $1,000 is meaningless, I was never going to pay that and they know it. Like they said,they didnt even complete the job. I am once again requesting a refund of my $3,100. I have always conveyed and remain willing to negotiate to resolve this amicably. 

  Sincerely,
  
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