Business Profile

Closet Organizers

Closets By Design of Atlanta

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Complaints

This profile includes complaints for Closets By Design of Atlanta's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

25 total complaints in the last 3 years.
6 complaints closed in the last 12 months.

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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:07/20/2023
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.
Paid for closet installation that occurred on March 02 2023. The incorrect drawer pulls were installed. A new appoitment date 3/8/23 was given for the installation of the correct pulls. We also paid for 6 shelves that were to be installed on the same day as the correct drawer pulls. The installers were 5 hours late beyond the delivery window. Upon arrival, they did not have the shelves that we paid for despite having verified twice prior to the appointment that they would bring them on 3/8/23. They had to go to the warehouse to retrieve the shelves. Once the installers finally arrived with the pulls and shelves, the shelves were not cut and didn't fit into our closet. The installer cut the shelves on site outside our home by hand. The end result were chipped shelves that were unevenly cut. We were forced by ****** to accept the horrible condition of these shelves. He told us we would not get a refund. Our appointment window was 10am to 12pm. The installers did not arrive until after 5pm. We spent ALL DAY waiting for them. We also had to reschedule a very important appointment because the installers kept saying they were enroute. The manager ****** is TERRIBLE!!! Keep in mind this second appointment would have never happened if the correct pulls were installed on our original installation date on 3/2/23. I reached out to manager, *****, twice via email but did not receive any response back. We have used closets by Design for the last 6 years and we have friends who have used them as well. There is a clear emphasis of profits over quality work. There is no emphasis on satisfactory customer service once services are paid for.
Business Response
Date: 07/26/2023
On February 28, 2023, we installed a Custom Walk In Closet and a Custom Reach In Closet for the client. On the day of installation, the client noticed that the hardware was the wrong color.
A sales manager spoke to the client regarding the desired hardware and apologized. We advised the client to visit the manufacturers website to see the available hardware options. On March 1, 2023, a service order was written to return to the clients home for a service call to exchange the hardware. The service call was scheduled for March 8, 2023.
While talking to the client, they also stated that they would like to order additional shelving.
On March 2, 2023, an additional work order was written for 6 additional shelves for the Custom Reach In Closet. This additional work order was emailed to the client and the client responded with their approval and the work order was processed on March 3, 2023.
On March 7, 2023, we called the client and quoted an arrival window of 11AM 1PM on March 8, 2023, for the service call.
Unfortunately, on March 8, 2023, the installer was running behind schedule. Sometimes the installers run into weather or traffic delays and unexpected issues while completing installations.
At 6PM on March 8, 2023, the office called the client to follow up on the service call. The client stated that the service went well.
The clients purchase of the Custom Walk In Closet and Custom Reach In Closet is covered under a seven year warranty.
On June 16, 2023, we received notice from the clients credit card company, stating that the client did not receive the shelves.
On July 7, 2023, the chargeback was reversed.
There were no notes on the clients file regarding the damaged shelves. We called the client on July 25, 2023, and left a message to schedule a walk thru to address any of the clients concerns.
We called the client again on July 26, 2023, and offered a return visit to address the clients needs. The client replied that we must have the wrong client, she doesnt need anything from us, and the call dropped.
It is always our goal to work with our clients to provide them with a beautiful Custom Design. If the client should have any questions or concerns, we would be happy to discuss these with the client.
Customer Answer
Date: 07/26/2023

Complaint: 20353606

I am rejecting this response because:

Not only is Closets by Design theives but liars also. I never ever told anyone that I was satisfied with the shelves on March 8th. The calls are recorded on their your end, provide the proof! I also have surveillance footage of that entire day. I never spoke to anyone after those installers left. However, my footage does show the installer doing a hand cut of 6 shelves on my property. Clearly that is uncustomary because in addition to being gravely late, Closets by Design didn't cut the shleves beforehand to fit in my closet. If I were so satisfied, why would I send two subsequent emails stating the contrary. Emails that went unanswered by the way Closets by Design made mistake after mistake and is doing nothing to fix it. . My shelves are chipped and uneven. Additionally, I received the following voicemail and it is attached. Nothing in it says anything about Closets by Design following up on the damaged shelves that I complained about. A professional company would have someone in leadership call and introduce themselves and address any concerns. No, not Closets by Design...they have some timid worker call and leave a message about a walk through. I had no idea she was talking about. Clearly, Closets by Design does the bear minimum just to have a response to this complaint. It's not a true attempt to resolve anything. It a sham from a company that has questionable business practices and inflated prices. Additionally, why I let them do a walk through? That isn't necessary. I can just remove the shelves and send them back for a full refund. Additonally, Closets by Design all followed up after I filed a bank dispute and BBB complaint. I have photos of chipped and uneven shelves. As far as my bank dispute, I have updated them so the claim can be refiled properly as item received not as described not item never received. I never told them I didn't receive the shelves. So you can expect to see the charge reversed back in my favor within the coming days. I don't understand how this company has such an integrity issue yeat changing exorbitant prices! It's very shameful. There are several BBB complaints and interviews reviews with the same underlying issues that I experienced...everyone cannot be lying. I want my money back and I will never ever ever be a repeat customer. You robbed me for several years but you won't again. Do Better!

Sincerely,

Yatecca ******
Business Response
Date: 08/02/2023
We are never happy to hear that one of our clients is not satisfied but it is certainly disappointing when a repeat client over the last five years is dissatisfied.
Our previous response was not meant to upset the client.
It was an installation manager that called the client, not just a worker on both July 25th and 26th, 2023. We offered a walk thru for 2 reasons: 1. We wanted to get the correct measurements of the shelves needed so they would not have to be cut on site again. 2. We wanted to be sure that we addressed all the clients concerns.
Because our product is custom, sometimes our installers do need to cut material at the clients home.
Yes, we called after receiving the BBB Complaint and the Chargeback because we wanted to be sure we addressed the clients concerns. We apologize that the previous installation manager did not properly document and address the clients concerns.
The individual that the client emailed on April 8, 2023, was from our sales team and we do not have access to those emails. It would be best if she responded to the email our installation department sent her from ************************************************************* or to call the office @ ************.
Since receiving the clients update on July 26, 2023, we have tried to reach out to the client by phone and email again and have not received any return communication.
We will continue to try to reach out to the client to address her concerns.
Customer Answer
Date: 08/02/2023

Complaint: 20353606

I am rejecting this response because:
Since filing my BBB reply, the first time Closets by Design reached out to me was today 8/2/23 not 7/28/23 as they reported. I responded to their email this evening on 8/2/2023. They have to give me time to respond and keep in mind it has been less than 7 hours between their call and email to me and my response. It's interesting that they want a quick reply when I reached out to them months ago on March 8, 2023 the day of my last install and they never responded. Had they been professional and replied, we wouldn't be here. Again it was only after filing a bank and BBB complaint that I even heard from them. I too look forward to an amicable resolution to this ongoing matter that has not yet resolved. I do not want this complaint to be closed until a resolution has been reached. Right now all has happened is an email and call to me, no other action on their part. Given their business practices, I'm doubtful anything will come of this but I'm willing to work with them has I have been since day one.

Sincerely,

Yatecca ******
Initial Complaint
Date:05/17/2023
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.
1st deposit transaction Feb 2023 Install scheduled for *** 12th.Rescheduled 4 times and finally show up at ***12th @ 7:15 pm to do a 6 hr install.With a 8 month pregnant wife and two small children in the home at the time of install.2nd full payment on date of install *** 15 7:15 pm was written out in check form.Installers left at 10:30 pm with half the work finished.Installer stated they would be back the next day to finish the install.. this never happened. Installers made cuts and rips in our closets and left our home in a mess. Only 1/3 of the project completed.Install manager for this particular branch Responded to my wife why I (The Husband ) would have the wife working from home at 8 months pregnant. This is the rudest comment we have ever received from a business.This has been the most horrific experience and our home is still in disarray. This company could care less, and they have all our money for the project.
Business Response
Date: 05/24/2023
The client signed a contract on February 20, 2023, for a Custom Daughters Closet, Custom Reach In Closet#1 and a Custom Reach In Closet#2 for a total of $5400. The client paid a deposit of $2700 by check. The installation of the Three Custom Closets was scheduled for May 12, 2023.
On May 12, 2023, we had to call the client to apologize and advise that the installation of the Three Custom Closets would need to be rescheduled.Unfortunately, one of our installers was in a car accident and we did not have another installer available. We offered to reschedule the installation to the next day,May 13, 2023, with an ****AM arrival. The client requested a later arrival of 10AM-12PM which we were able to accommodate by rearranging the schedule.
On May 13, 2023, the installer reached out to the client to advise them that he had run into a delay, and he would not be arriving in the time frame quoted. When the installer spoke to the client again around 430PM with an update the client advised that they did not want him to start the project so late and would like to reschedule.
The installer returned on Monday, May 15, 2023, at approximately 730PM. The client paid the remaining balance of $2700 by check as agreed upon in the signed contract. The installer worked on the Three Custom Closets until 1030PM but was unable to complete the installation.
The installation manager spoke to the client on May 16, 2023,regarding the return visit to complete the installation. We offered the next day, but the client stated that her first available date was May 19, 2023. We agreed to return on May 19, 2023, with a morning arrival so the clients installation would not have a delayed start.
During this conversation the client mentioned that she was 8 months pregnant with 2 small children working full time from home and this was an inconvenience and a lot to juggle. She asked the installation manager how he would feel in this situation, and he stated that he wasnt sure because he hadnt gone through this but when he was married, they chose for his wife not to work when she was pregnant. The client seemed upset with this comment and the installation manager apologized he meant no disrespect; she had asked for his opinion. We sincerely apologize if there was a misunderstanding or if the client was offended by his opinion.
We returned to the clients home on May 19, 2023, as scheduled and completed the installation.
We called the client the next business day, May 22, 2023, to follow up on the installation. The client expressed her frustration with the process but did state that the installer that came out on the last day to complete the installation was great.
We sincerely apologize for the lack of communication and delay in the completion of the installation. We hope that the client will enjoy the Three Custom Closets that were installed.
Initial Complaint
Date:05/05/2023
Type:Product 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.
There was an ordering created by the sales representative which has been acknowledged, but has resulted in repeated incorrect and incomplete installation requiring multiple visits and the job ($10K), is still not completed. Installation vs Sales problems are leaving the customer in the middle. I just want the job completed.
Business Response
Date: 05/12/2023
The client is correct that it took Closets by Design 3 installation visits to complete her Custom Wall Unit to contract and we apologize for any inconvenience this may have caused the client.
We are pleased to say, we have processed the clients work order and look forward to our return visit to install the additional door and drawers she ordered on May 18, 2023.
We would like to thank the client for her business. We greatly appreciate the clients patience and support. We cant wait to see her Custom Wall Unit with her new additions.
Initial Complaint
Date:04/10/2023
Type:Product 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 January 27, 2023, a rep/installer from Closets by Design was scheduled to arrive/install a custom closet in my laundry room and master closet between 8 a.m. to 10 a.m. At 10:46 a.m., I contacted my designer to obtain a status. She advised she would reach out to her team. I also called the office. I was placed on hold for a lengthy amount of time and the phone eventually got disconnected. I advised my designer of this. She again stated she would contact her tea. At 11:08 pm, she advised that her manager would have the install team contacting me. At 12:11 p.m., still nothing and the designer stated she would check on it. At 2:06 p.m., I tried calling a few more times, to no avail. At 5:19 p.m., the installer contacted me inquiring if I still wanted him to come out for the installation, as they had issues with the truck, and he would not arrive to my location until 7:00 p.m., and it would take approximately 6 hours for the install. I informed him that I have been waiting all day for someone to take contact and still wanted the installation to be done, as I placed my order back in October 2022. I updated the designer of same. She again apologized and said she had been trying to contact the office all day as well. At 5:34 p.m., the installer called me back stating that his partner had to leave, and it would take longer that 6 hours for the install, and asked if he should still come. Again, I advised him yes. The install finished at 1:00 a.m. on Saturday. On March 21, 2023, I informed the designer that a shelf was buckling. She made a report on March 22nd and stated someone would contact me. A week went by, and I did not hear from anyone. I informed her of this, and she said she would contact her manager. Another week went by and still nothing. I informed the designer on April 8th that her office is very unprofessional, I'm displeased with the horrible experience, I wanted them to remove everything, refund me, and I would make a formal complaint.
Business Response
Date: 04/13/2023
The client signed a contract with Closets By Design on November 19, 2022 for a Custom Master Closet and a Custom Laundry Room. The installation was scheduled for January 27, 2023.
Although our installation team was running behind on January 27, 2023, the installer did arrive at the clients home that day and complete the installation of her Custom Master Closet and Custom Laundry Room.
We called the client on January 30, 2023, the following business day, to follow up on the installation of the Custom Master Closet and Custom Laundry Room, the client stated that everything was okay.
The client reached out to her design consultant on March 21,2023. Her design consultant wrote a service request for the clients Custom Master Closet, which the client approved, and forwarded the pictures provided by the client, to our installation department on March 22, 2023.
Our installation department reached out to the client on April 11, 2023, and scheduled a service call to replace the damaged shelves on April 17, 2023.
We apologize that our installation department did not reach out to the client sooner to address her concerns.
We value all our clients, and we know how important good customer service is. We appreciate our clients patience and continued business.
Customer Answer
Date: 04/14/2023

Complaint: 19917243

I am rejecting this response in part because: The initial installation being conducted is not in dispute, nor is the response to finally getting back to me regarding the fixing of the damaged shelf. My complaint is about how the company treats their customers. I'm certainly not the only one who has an issue with their customer service. The manner in which this location handles their customers is truly appalling. The installer came 8 hours after time, tried to get me to delay the install for another time, and did not finish until the next morning. My entire day and night was hindered because of this. Additionally, it took another two weeks for the company to get back with me about fixing the damaged shelf. I will add, in the last two days since I've filed my Complaint, they have reached out and are attempting to rectify the issue. However, it should not take me filing a Complaint to get a response. I truly don't understand how they are still in business with this type of treatment. To completely rectify the situation, I would like either a full refund, removal of the install and a cancellation of the contract with their financing company (***** Fargo) or a refund for funds paid to date (deposit and fist monthly install $1,850.00) and replacement of the damaged shelf unit. If the latter is chosen, I would accept a credit or deduction towards the contract with ***** Fargo.

Sincerely,

*********************************
Business Response
Date: 04/21/2023
The service was scheduled for April 17, 2023, but while speaking to the client on April 14, 2023, she requested to reschedule the service to a Friday. As requested, the service was rescheduled to Friday, April 21, 2023.
While on the phone with the client on April 14, 2023,reviewing the requested service, the client also mentioned that she did not like that her hanging clothes are only partially enclosed in the units. A Sales Manager reviewed her file and spoke with her about her concerns. To best utilize the clients space for functionality this was the best design. He gave her examples of how the design would have to change to accommodate the deeper panels which would have decreased her storage space.
The client also inquired about having more hanging space.Since our units are designed to be adjustable the Sales Manager explained to her how she could change the shelving sections to hanging sections or hanging sections with shelves. He advised the client that if she would like to do that, he would be happy to provide her with 2 hanging rods, complimentary.
While speaking to the Sales Manager, the client stated that no one followed up after the install, but the installation was completed on Friday, January 27, 2023, and we called the client on Monday, January 30, 2023,and the client noted that everything was okay, and she had reached out to her design consultant about possibly getting an extra rod or rack.
We returned to the clients home on April 21, 2023, as scheduled and completed the service. Once the installer reported he had completed the service, our Installation Manager called the client to confirm that everything was to the clients satisfaction. The client stated it was an easy fix and everything was addressed. The Installation Manager informed the installer he could leave.
We hope we have addressed all of the clients questions and concerns at this time.
The clients Custom Master Closet and Custom Laundry Room are covered under warranty and we are happy to address any other concerns the client may have in the future.
Again, we appreciate the clients patience and continued business.
Initial Complaint
Date:02/03/2023
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.
Dear BBB - Please see the *** letter that I submitted to Amex along with the attached pictures. Since submitting the letter below on 01/26/2023 I was advised by Amex on 02/02/2023 that Closet by Design submitted a letter claiming they installed a complete closet and I received my product. This is completely false and fraudulent in my eyes. The attached pictures where taken that show proof of an incomplete project/closet. These pictures were taken when the installers who are employees of Closet by Design called me into my room to show me incorrect measurements and products provided. The installers stopped install and advised that they did NOT have the correct products to finish the job. Furthermore, they took down what is shown in picture and left my property without providing a closet or anything. Closet by Design waited over a month to reach out and still has not provided any course of solution.
Business Response
Date: 02/10/2023
We could not find an attached PDF to review what the client submitted to AMEX.
The client signed a contract with Closets By Design on August 29, ******************************** Closet.
The installation was scheduled for November 22, 2022. We spoke to the client several times on the day of installation; first he expressed that the closet that was being installed was different than the approved designs. There was a change made to the initial design which the client did agree to via text to accommodate the hamper. We asked the client to allow us to complete the installation as designed and then we could review with him what changes needed to be made but the client refused. He later stated that it was not what he expected and it would no longer work for him. Because the client was also working while the installation was occurring, he was not always available to discuss. The client requested that the installers uninstall what had been installed and leave.
On December 16, 2022, a Sales Managers reached out to the client to review the design issues, it was not more than a month after the installation date of November 22, 2022. The client thanked him for the phone call but stated that he was not interested in moving forward with Closets by Design.We requested that he review the issues or send us an email detailing his concerns, but we did not receive anything from the client.
The Installation Manager called the client on February 7,2023, to offer an installation date and the client refused due to concerns of not being happy with the design. He said he told us in December that he did not want to work with us.
On February 9, 2023, a Sales Manager called the client again to discuss his concerns with the design and again the client refused to discuss anything and stated that he wanted a refund.
As per the terms and conditions of the contract signed by the client I agree that this job involves custom made items and that once my order is in production and/or materials have been ordered, there are no refunds or credits allowed.
We are more than happy to review the design with the client for any necessary changes and return to the clients home to complete the installation of his Custom Master Walk In Closet when the client is ready.
Initial Complaint
Date:12/26/2022
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.
Closets by Design came to a brand new house to do an install requiring a $3600 deposit they scheduled an install 3 months away when I was unable to be available for the install due to my grandmother having a family emergency they informed me I would have to pay 20% of my full closet and the remaining $3600. I have requested documentation repeatedly and they will provide nothing. At this time I have given them $3675.00 and have NOTHING to show for it.
Business Response
Date: 12/30/2022
The client signed a contract with Closets by Design on September 10, 2022, for a Custom Master Closet and a ********************** totaling $7,350.
The clients installation of the Custom Master Closet and ********************** was scheduled for December 2, 2022.
On November 29, 2022, we called the client and offered to move her installation date up to November 30, 2022, but the client stated that she did not have the spaces cleaned out in fact, she was hoping the call was to tell her that we had to push her installation out because she didnt feel like cleaning out the closets. She decided that she wanted to keep the Friday installation date of December 2, 2022.
We actually called the client a second time on November 29,2022, as a courtesy reminder of the scheduled installation on December 2, 2022,and the client confirmed again.
The client called on November 30, 2022, and requested to reschedule the installation date of December 2, 2022 due to an emergency in *******. We advised the client that we would be happy to reschedule her installation for her but per the Terms and Conditions of the contract she signed there would be a 20% rescheduling fee. The client became upset stating that she had to go out of town to take care of her 88-year-old grandmother due to bad weather and that we were just greedy. We asked her if there was a friend or family member that could be there for the installation to avoid the 20%rescheduling fee, unfortunately she said no, if she could she would just cancel.
We called the client back, and tried to explain the Terms and Conditions of the contract again and she said she understands the contract but it doesnt work for her. She again stated that she was not paying the fee and she expects the closets to be delivered to her.
The client called back and asked to speak to a sales manager. The sales manager explained to her that we certainly understood her situation but unfortunately that is not a true story for everyone that says that. Our policies are in place for a reason and with approx. 500 installs a month it would cost our company several thousands of dollars if we allowed people to reschedule their installations at any time without a fee. He asked if there was any way that she could leave for ******* on Saturday instead. At this point she told the sales manager that she was already in *******, she had left earlier that day. She stated again that she understands our policy but it doesnt work for her and we have to make an exception for her.
We called the client back on December 1, 2022, to confirm if the client would be home or not for the installation that was scheduled for December 2, 2022. The client said that she was in ******* and would not be home for the installation.
Even though the client told us she was in ******* since she made the statement that she expects her closets to be delivered to her, we did go to the clients home on December 2, 2022, as scheduled but the client was not home.
The client states that she has requested documentation, we do not have record that the client has reached back out to us since December 1,2022, but the client should have a copy of the contract she signed with Closets by Design.
The clients material is in storage at our facility, and we are happy to reschedule the clients installation. We were not aware that the client had returned home from *******, and the client has not notified us that she is ready to reschedule the installation.
We will be reaching out to the client to see if she is ready to reschedule her installation.
Customer Answer
Date: 12/30/2022

Complaint: 18642354

I am rejecting this response because I have spent **** thus far and have no services. I will not be paying 20% to reschedule services because aside from their terrible customer service practices, their reviews now indicate this is not a company that is trustworthy or that the work product is subpar. So I will not be paying an additional $5145 for their services.

Sincerely,

*******************************
Business Response
Date: 01/06/2023
We called the client on January 5, 2023 to advise the client that we would waive the 20% rescheduling fee and we would like to get her installation rescheduled for her.
We are currently scheduling installations in March but we offered the client Saturday, January 14, 2023 or Friday, January 20, 2023. The client said she would discuss it with her husband and call us back later that day.
We did not hear from the client yesterday, so we called her back this morning and left the client a message to follow up.
We look forward to hearing from the client so we can complete her Custom Master Closet and a Custom ***************.
Initial Complaint
Date:12/05/2022
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.
AVOID! Summary: they want all monies before doing any work; our design was flawed and they've yet to address it; customer service: incredibly rude, and felt mysoginistic, classist, and racist. Signed $3000 contract for laundry room system; paid $1500 deposit check on 08/29/2022. SIGNED CONTRACT says to present final payment to installers before installation. Paperwork ON INSTALLATION DAY says "All payments are due upon delivery before installation ... ." The ambiguous use of "present" in our signed contract led us to believe we could give installers the check after the work was completed and after we showed or presented them the payment before installation. Installation day paperwork was clear that they want possession of final payment before any work. It seems they use this language to get you to sign the contract, add concrete meaning to "present" on installation day, and then bully you into paying them all money up front without giving you anything to inspect first. This practice is scammy and leaves customers with 0 leverage if work is incorrect, incomplete, subpar quality. **************** is horrendous! We informed the manager of the contract misunderstanding and instead of simply agreeing to allow us to inspect the work first and then hand over final payment, ***** the manager seemingly insinuated that we couldn't afford to pay; but the check was filled and shown to installers, ready to be handed over once job was completed. ***** even said he could refund our money but that he just wouldn't. We spoke to owner ***** whose abhorrent, degrading tone made us feel he doesn't even view us as human; they never explained how they'd handle the design flaw; and the owner hung up mid call after yelling and speaking to us like slaves on his plantation saying we'd owe him $3000 whether they install the system or not. We require masks in our house, owner says GA does not require them so his installers don't have to wear them. Corporate has tied its own hands. AVOID!
Business Response
Date: 12/13/2022
The client signed a contract on August 29, 2022, for a Custom Laundry totaling $3,000.
When the installer arrived, before collecting payment, he did a walkthrough of the space. During the walk through, there was an obstacle seen that was not noted by the design consultant. The installer, Installation Manager and clients family discussed moving the broom closet that was designed in front of the electrical panel on wall B to wall A. It was our understanding on the day of installation that the client approved this design change. If the client would like to discuss the design change further before we return for the installation, we are more than happy to do that.
Terms and Conditions #9 states: Final payment must be presented to the installer before the installation may begin. This Term and Condition was initialed by the client at the time the contract was signed. If the client did not understand this statement, they could have gotten clarity from their design consultant before initialing it. This statement has been included in our contract for years and we request the clients initials because we are trying to clarify that they have read and understand this term and condition, it is not there to confuse the client.
When the installer receives a check payment, he reports to the office that he has collected the final payment. The check is turned into the office later that day or the following morning when the installer returns to the office to be processed by our accounting department.
Collecting the payment before installation begins does not leave the client with 0 leverage as the client stated. If a client pays be check, they can put a stop payment on the check, if the client pays by a credit card, they have the ability to file a chargeback with the credit card company,and if the client uses ***** Fargo financing, they also have procedures for disputing a charge.
Our Installation Manager and one of our owners spoke to the client multiple times trying to resolve the clients concerns. One of the calls alone was over an hour and 15 minutes long. We truly were trying to make the client comfortable with their concerns. We not only spoke to the client herself but also other family members on her behalf.
The client requested a refund however, the client is not eligible for a refund - Terms and Conditions #3 states: I agree that this job involves custom made items and that once my order is in production and/or material has been ordered, there are no refunds or credits allowed.
We understand that the client has been anticipating the installation of their new Custom Laundry and we wanted to complete the installation of their project and not leave them disappointed.
If the client felt that we were prejudice against her for her race, ***, or economic standing we sincerely apologize as that was never our intention. **************** is very important to us, we would love the opportunity to work through the clients concerns with her and deliver the Custom Laundry she has been waiting for since August.
Customer Answer
Date: 12/27/2022
Please see attached*
Business Response
Date: 12/30/2022
The client is arguing the definition of the word presentin Terms and Conditions Item #9 of the contract that they signed with Closets by Design. They have compared it to presenting your ID when you go to vote. A better comparison is to compare it to presenting payment for a bill or purchase.
There are many definitions of the word present. There are too many to include in this response, but we have included a PDF with the definitions of present.
We called the client on November 18, 2022, to confirm the installation. During this phone call when we asked the client for the method of payment they would be using for the final payment they actually stated that they thought they had gotten a credit card and would be financing the balance but if not they would pay by check. This seems to be an unusual statement to make when the check was already written out on August 29, 2022, for the final payment.
The installers did not refuse to wear a mask during the installation in the clients home. Since the state of Georgia does not require that face masks must be worn the installer did not have a face mask with him.If it would have been notated on the clients paperwork or if the client would have made this request when we confirmed the installation on November 18, 2022 the installer would have come prepared with a face mask. No one from Closets by Design, including Mr. *********************** refused to wear a face mask; he only stated that it was not required by law.
The client referred to, that wrote the BBB complaint about our designer having COVID, did not state she had COVID.
We offered the client a solution to the design issue on the day of installation, we offered the client a solution during one of the phone conversations on November 23, 2022, and we have offered to schedule another design consultant to come to the clients home to work on a redesign with the client but at this time the client has not accepted that offer.
We have had many phone calls with the client since the scheduled installation on November 21, 2022. Several of these calls were over an hour long. Although our day to day activities are not typically handled by our owners, Mr. ********************** spoke to the client to review our policies and procedures with the client to ensure the client that Closets by Design would complete the installation of the Custom Laundry to the clients expectations. Communication for the client is handled more by the clients daughter and granddaughter than the actual client that signed the contract with Closets by Design. We have attempted to work with the client, but they are not willing to fulfill their obligations covered in the terms and conditions of the contract that they signed.
The client stated that they feel they deserve a refund because they did not understand the contract that they signed. Our Installation Manager did ask the client if there were other concerns but he never stated or implied that the client could not afford the purchase. In fact, it was the client that stated they could not afford to pay the balance before the installation was completed and inspected.
Our policy regarding payment has not changed and we have had over ***** successful installations this year for both us and our clients.Although the client feels that the contract may be written poorly, it is a legal binding agreement that they entered into when they signed the contract on August 29, 2022.
The client also referred to a complaint they read on BBB where a refund was issued. We do not know what instance they are referring to but there can be circumstances where this can be approved but in this case the material for the Custom Laundry was ordered, the designs were engineered, we cut and prepared all the material required for the installation and we went to the clients home on the scheduled day of installation. Closets by Design has made an investment in this project for our client. The installation was not done by the request of the client, not by our choice. After the installer left the clients home on November 21, 2022 we did agree to waive the rescheduling fee of $600.
We do not recycle unused material as the client suggested. Every project we design for our clients are custom and we would never think of using material from another job. All material is custom cut and prepared for each specific job, we do not have a warehouse where we stock prefabricated material.
We have the clients material in storage at our facility and we are ready to fulfill our part of the signed contract with the client when they are ready.
We sympathize with the client for what they have been through over the last couple of years. Unfortunately, you hear this more now than you did before COVID. However, Closets by Design had no part in what happened to the client in the past.
Customer Answer
Date: 01/12/2023

Complaint: 18457904

I am rejecting this response because:
From: ***************************** <***********************>
Sent: Friday, January 6, 2023 8:08 PM
Hello:
Again I tried to upload my response on my 7th day to respond and the system has already locked me out. Would someone please explain exactly what time and what day i have until to respond? I have attached my response and attachments here instead because I cannot upload it to my file.

I reject the companys response because their response only further highlights the foremost reason we wanted to rescind the contract and get a refund in the first place: the payment terms were vague and ambiguous and misleading to us. And if the terms had explicitly stated the companys true expectations of payment in full before completed work, I would not have been misled, and I WOULD NEVER have signed the contract with Closets by Design. In our conversations to resolve our issues with the company before I reached out to the Better Business Bureau, the company was completely unwilling to allow me to give them possession of my final payment at completion of the job, even though I presented the final payment to their installer before installation just as the contract required of me. I paid the 50% deposit months before installation day as the company required (the contract actually does not say anything about the deposit having to be 50%); the contract said nothing about the company coming back to my house, taking up any more of my time (outside of the first consultation and installation) for a second attempt at taking correct measurements and pictures, but I graciously allowed the company to come back on more than one occasion to take measurements and pictures of the laundry room and they still got the design wrong; their installers inconsiderately showed up one hour late and without facemasks even though I put the company (through its designer on her two visits to my home) on notice of my facemask policy, but I generously gave the installers medical grade masks on installation day at no charge to the company; and I presented final payment to the installers before installation which the company never began. So not only have I fulfilled my obligations covered in the terms and conditions of the contract that I signed, but I in fact also did every single thing that the agreement with Closets By Design required of me and so much more! In ***** contrast, Closets By Design has done ABSOLUTELY NOTHING THAT THEY WERE REQUIRED TO DO FOR ME ACCORDING TO THE CONTRACT THAT THEY ENTERED INTO WITH ME EXCEPT FOR COLLECT AND DEPOSIT MY FIRST CHECK, THEIR INSTALLERS SHOWED UP ON INSTALLATION DAY UNEXPECTEDLY DEMANDING THE REST OF THE MONEY BEFORE ANY WORK, AND THEN THE INSTALLERS TOLD ME THAT THE CLOSET DESIGN WOULD NEED TO BE REDESIGNED AND INSTALLATION RESCHEDULED BECAUSE OF A DANGEROUS, CODE VIOLATING DESIGN FLAW! And on top of all of that, the franchise owner has been despicable toward me and my family and insensitive to any of our concerns despite the ***** we extended toward him and his company in the face of the companys numerous mistakes and shortcomings. Closets By Design, by its own ineptitude, lack of civility, and nonperformance under the contract, has terminated this contractual agreement between us, they have annihilated our relationship of their own volition on more than one occasion, and I am therefore entitled to rescind this contract and to a refund of my deposit payment of $1500.00.
The preceding details along with the way that the owner ****************** at us over the phone and threatened that I would have to pay him $3000 whether the closet was installed or not is so very suspicious and is not the behavior of a trustworthy business owner in the state of Georgia or in this country at large. Moreover, the companys installers never delivered a single piece of building material into my house on November 21, 2022 (installation day) or allowed or invited me to see the custom materials (shelving material, cabinet material, countertop material, door material, handles, etc.) before demanding payment. They never brought in any building items or tools or anything except for a measuring tape and a critically flawed design plan into my house; nothing they did that day demonstrated that they were prepared to fulfill their contractual obligations and yet they still demanded full payment before showing or giving me anything at all. I have literally received NOTHING from this company! And showing up late with an impossible design and delivering absolutely nothing but disappointment DOES NOT IN THE LEAST qualify as contractual performance or the company holding up their end of the bargain! I dont even know whether the installers had my custom closet materials cut and ready to complete installation at all that day; they didnt even have it together enough to show up on time or with a proper plan that would work in my laundry room! The circumstances surrounding this entire debacle along with the various negative online reviews (around 62 from customers and 7 from former employees!) about this franchise (see attached reviews describing almost identical problems that I have described) leads me to believe the company knew they wouldnt be able to complete my installation that day, but that they were still going to try to get paid in full anyway. Thankfully, the installer was honest with us about the design flaw and about how many of their past customers have had a problem with Closets By Design Atlanta waiting until installation day to spring their real payment policy on them. I dont even want to imagine what kind of tactics this company has used to coerce who knows how many of their past customers into handing over their full payment against their better judgment before job completion because the customers believed they had no other choice. But again, reading the myriad negative reviews (see attached reviews document), many from this year and quite a few from the past few months, gave me some idea of the unfair tactics they employ to get full up front payment out of customers.
Almost astonishingly, in their December 30, 2022 response, Closets By Design Atlanta has admitted that their payment term at item #9 is vague and ambiguous because, as they demonstrate in their attachment (definition of present *****), the word present can have so many different meanings. Specifically, their response states: [t]here are many definitions of the word present. There are too many to include in this response, but we have included a PDF with the definitions of present. On that same document that the company submitted to demonstrate the numerous definitions of present, immediately above their chosen definition of present is a more common definition and more common use of present. And that more common usage and definition of the word is what I understood when I read and then signed the contract: show or offer (something) for others to scrutinize or consider. (see the company's attached definition of present ***** document, the bullet point immediately above the companys yellow highlighting). I did not choose this list of definitions; the company did, and their list of definitions further demonstrates exactly why we had this confusion in the first place. Even just limiting the word present to the context of payment, there are instances where present means what we read it to mean to show or offer something for others to scrutinize. For example, from ****** Airlines payment policy: You may be required to present the payment card used for the transaction for verification prior to your flight's departure. The company conceding that the term they chose to use in item #9 in the contract that they wrote is the first reason they should agree to recission of the contract and a full refund of my deposit money.
Having now admitted the vague and ambiguous nature of the payment policy language that the company chose to use in the payment policy that they wrote (when they just as easily could have been forthcoming with me about all the money being due before installation because, again, they minced no words about all payments being due before installation in their installation day paperwork), it is not unreasonable then that a regular person such as myself would have a different interpretation of the word present than Closets By Design. The company admits that they are aware that there are many definitions of the word present, so many that they cant even include them all in their response, yet they still chose not to define the term in the contract for customer clarity or simply to just say or write in the contract final payment due before installation, or pay all money before installation, or all payment due before installation, or any other number of precise ways to convey that they want all the money up front. For example, a cursory search on ****** for a forthcoming payment policy that places customers on notice and does not hide the ball about having to paying all money before installation or work completion retrieved this example from LawInsider.com: Final payment, by cashiers check or money order, is due immediately prior to off-loading of the first truckload of the Package that arrives at the Buyers job site. (source: ******************************************************************************). With such a taxing contractual requirement of paying all money up front before the customer gets any work, for non-business entity customers such as myself, the company needs to be abundantly clear and upfront with customers so the customer can have a full and fair opportunity to weigh their risks, leverage, and whether they want to go ahead and pay all money before any work is complete. I never had that opportunity, and I suspect that at least a few other Closets By Design Atlanta customers feel similarly.
The companys designer who went over the contract with us simply read the terms and conditions to us word for word with no additional explanation. And again, we did not think we needed to ask the designer about the word present because it did not seem unusual to us at the time and in the context of the agreement to have to present our final payment for the companys verification or for them to ensure final payment was on hand before the company started the installation. What is suspiciously absent from the agreement is any explicit language describing exactly when the final payment is due such as commonly understood payment terms like, Cash on Delivery (COD), or Payable on Receipt, or Due on Delivery, so naturally we understood the term to mean we would be able to show the installers the final payment was on hand which would prompt them to deliver the materials and start the installation process and then we would give possession of the final payment after the work was completed. The first time we read ALL PAYMENTS ARE DUE UPON DELIVERY BEFORE INSTALLATION MAY BEGIN was the day of installation, and it is highly unethical and unfair to change the contract meaning three months after I signed the contract. Furthermore, a company that is truly interested in customer satisfaction, customer service, and fairness and not just unscrupulously getting a sale and profits would fully and plainly inform their customers that their payment policy requires full payment before installation at the time the contract is signed and not wait until on installation day.
So, if it is true that over the years the company has offered the exact same vague and ambiguous policy language to potential customers for their consideration and enforced it the same exact way for all customers as they have tried to do in my case, I not only believe the contract is written poorly, it now seems it is more likely deceptively written; it surely deceived me. And if I had to deduce a reason why the company chose to wait until installation day to plainly state their payment policy, looking at my experience, the installers admission about many other customers having qualms about the payment policy, and the negative reviews (see attached negative customer reviews), if the company was forthcoming with their true policy of full payment for not-yet-started, incomplete work in their contract, so many thousands of customers such as myself would never hire them because there are too many competitors with way more balanced and fair payment policies! Or perhaps the company wrote the payment clause vaguely and ambiguously to give themselves wiggle room to pick and choose which customers they would enforce the full, up front payment policy on based on their assumptions about a clients apparent ability to pay the full balance. Im not sure exactly why they are implementing such a questionable business practice, but speaking for myself, a nonrefundable 50% deposit due months in advance of an installation date and having to pay the remainder before Im showed any materials or before installation ever starts, where the company neither places any penalties on itself for when it ultimately falls short of its contractual obligations (the company mismeasuring, the company rescheduling installation, the company arriving late, the company not completing installation on installation day or a reasonable date thereafter, the company doing poor quality work or bringing incorrect materials or doing improper installation) nor holds itself to a timeliness of completion standard, and where the company only places various penalties on the customer for any of her potential shortcomings under the contract, is too unbalanced of an agreement for me, and for the reasons described throughout, I did not willingly enter into any such unbalanced agreement with Closets By Design. Maybe more customers feel this way; but I can say with certainty, the companys interpretation of the agreement simply makes no sense for me, a first-time customer, if I dont get to keep the remaining payment until the work is complete.
The company has also stated in their latest response that, [t]he client stated that they feel they deserve a refund because they did not understand the contract that they signed. This is not true at all. As explained throughout this response and my previous one, I understood the contracts term #9 to have one meaning (allowing me to show final payment to the installers prompting them to begin installation) based on the context of the other contract terms, and no further explanation from the design consultant, and then the company gave the term an entirely different, more definite meaning on installation day which is unfair and deceptive. The company further states, In fact, it was the client that stated they could not afford to pay the balance before the installation was completed and inspected. This quote takes everything, my entire argument and even each partys contractual obligations, completely out of context. I signed one contract with one meaning on August 29, 2022. And then on installation day, the company gave the contract a different meaning, an unfair and unbalanced meaning at that (where I pay everything before I get anything built), that the contract did not have on the day I signed it. If the company was forthcoming with their true intentions for payments, I would not have hired them for this job BECAUSE, AND ONLY SPEAKING FOR MYSELF, I CANNOT AFFORD TO TAKE ON ALL THE RISK IN SUCH AN UNBALANCED AGREEMENT. While the final payment money has been sitting in the bank in my checking account since August 29, 2022, I cannot pay any company upfront for incomplete work and therefore I do not sign any contract with companies such as Closets By Design that require full payment before any work is completed. The key point here though is that the wording the company used in the contract led me to interpret the payment term in a balanced and fair way and induced me to hire Closets By Design. I deserve a refund for the simple fact that company and customer were never on the same page about the agreement from the day of signing.
Additionally in their most recent response, Closets By Design falsely accuses me of not being willing to fulfill [my] obligations covered in the terms and conditions of the contract that [I] signed, when in fact the only party that has manifested an unwillingness to fulfill their contractual obligations is Closets By Design! But unsurprisingly, this company contentiously accusing the customer of not abiding by the contract or accusing the customer of getting in the way of the company fulfilling its obligations under the contract is another common theme I observed while reading the companys official responses to negative reviews. Even so, to further demonstrate that I performed all of my obligations under the contract, looking at the terms and conditions of the contract, item #** specifically discusses payments made by check which is how I paid my deposit and how, as established below, I agreed to pay my balance at completion of the job. Item #** states Any delinquent balance will be charged 1.5% per month on the unpaid balance commencing on the completion date of your job. The contract states that the 1.5% (it is unclear to me in the contract whether it will be 1.5% of the unpaid balance or 1.5% of the total contract price) unpaid balance fee will be charged if the balance is unpaid upon completion of the job. This term must mean, then, that Closets By Design expected to or was prepared to complete the job without being paid in full by check before installation begins as long as the balance is paid in full upon completion; and if the balance remains unpaid upon completion, then the customer will have to pay an unpaid balance penalty on top of the balance due. Otherwise, item #** makes absolutely no sense at all, especially if item 9 supposedly requires full payment up front before installation can even begin. This term further confuses things and led me to believe that the preceding payment policy term at item #9 would allow me to present my check to prompt installation and that I would be able to give the remaining balance (check) at completion of the job and not before the work starts. And then when I read item #**, it further solidified my reading of item #9 because item #** says the company would charge a fee for any unpaid balance starting on the completion date of my job. If the companys reading of item # 9 means that customers have to pay the final payment in full before installation begins, no customer would be able to get to completion without paying the full balance up front and item #** would be meaningless. In other words, item #** makes no sense if the company already required me to pay them my final payment before they started installation. Item #** implies that the final payment, or balance is not actually due until the company completes the job. The unpaid balance fee hinges on the balance being unpaid on the job completion date, which in the contract, has no designated date, time, or time frame and may not even be on the same day as installation depending on what issues may arise during installation; If the check is returned (the contract does not specify at what point whether before installation, after installation starts but before completion, upon or after completion), the company would charge me a fee of $35. But the contract specifies that the unpaid balance fee is only triggered if the job is completed, and the balance remains unpaid. But, at odds with the contract terms and conditions, the company insisted that they wouldnt under any circumstances even start my job, let alone complete it, without me paying in full up front; this refusal to start my job before I gave them my check is in compete contrast to the contract language that I signed. I paid the deposit by check, and I agreed to pay the balance upon completion by check so item #** has to be read along with item #9 in my case. Reading these two items (#9 and #**) together further lends the companys interpretation of #item 9 improper and senseless. Reading the two items #9 and #** together led me to sign the contract ONLY because I would not be expected to have paid my balance in full or penalized for any unpaid balance until the closet installation was completed which was fair and balanced for both me and the company. I upheld every single part of my end of the bargain, and I would have paid the company the remainder (by check) upon completion as I agreed to do according the contract terms and conditions, but it was in fact the company that refused to abide by the agreement that it **** up and refused to accept my check once they completed my job. If at any point after completion, the check did not go through for any reason, I would automatically owe the company $35.00, and I would also owe them an additional $22.50 (or $45.00?) a month commencing upon completion as long as my balance remained unpaid; item# 9 and #** when read in ******* ******* both the company and me because I get to pay on completion and the company would get additional fees for returned check or unpaid balance after completion. Any other interpretation is unfair to me and is not what I bargained for or agreed to. None of this (returned check or unpaid balance after completion) would have happened though if the company would have just trusted the process they put in place and played by the rules it set out in its contract and took possession of my check (the balance) upon completing my job to specification.
We initially thought (up until the botched installation day and the phone calls with the company that followed) that maybe this vague and misleading payment term at item #9 was unintentional, which is why we tried in ******* to simply inform ***** the manager and ***** the owner of the issue so that they could reconsider the wording of the policy for better customer clarity in the future, allow us to hand over the final payment check on whatever day the job was actually completed in order to allow both sides to get what we had tried to contract for ($3,000 in exchange for a functional custom laundry room closet system) despite the confusion over the vague and misleading payment term, or cancel and give us a refund due to client/company incompatibility. Originally, we thought we were dealing with a reputable and honest business, and because they claimed that customer service and customer satisfaction is so important to them, we figured that Closets By Design Atlanta wouldnt want their customers to be confused or deceived by a misleading payment term like I was. But if use of the vague and ambiguous payment term was intentional, then that would make the companys use of the term deceptive and unfair to me as a customer contracting for home improvement in the state of Georgia. Either way, the contract I signed never bound me to final payment being due upon delivery before installation begins. Companies cannot knowingly induce customers to sign an intentionally vague material contract term that seems balanced and favorable to both parties when read in ******* with the entire contract on the date of signing and then assign an unfavorable unbalanced meaning to the contract on the day the company is supposed to perform in order to strong arm all the money out of customers before the job is ever even completed to specification. That is what it seems like this company is trying to do to me here.
The company claims they have had this policy in place for years and that they have had so many successful installations with it. I cant verify the companys claims about this particular policy with regard to other jobs because I obviously was not involved in any of those transactions, and I dont know what those other clients were told at the time of signing their contract with this company or what was written in their contracts. However, among the companys many positive reviews that I read in various places online before hiring them, including on Facebook, ******, Angies List, BBB, Yelp, and elsewhere, are a disturbing amount of customers (even 1 or 2 is too many) who expressed eerily, almost identical problems to the ones I have experienced thus far with this company, or how they found it strange and questionable that the company showed up on installation day and demanded all their money up front before doing any work. Yet these customers, thinking that they were dealing with a reputable company, went ahead and paid in full up front, and afterward, the customers regretted paying Closets By Design Atlanta in full before they did any work. (see attached copies of regretful customer and employee reviews).
These customers paid in full up front before the company installed anything, but their installations ended up not being completed or incorrect on installation day, and in many of those cases, Closets By Design Atlanta suddenly became unresponsive and unhelpful to these customers AND left some of those jobs unfinished for months after the installation day had passed! There is also a common theme and pattern with the companys responses to negative reviews either to not respond at all or to try to place the blame almost squarely on any customer that writes a negative review and rarely if ever truly own up to their many mismeasurements, wrong orders, and various other mistakes; they will insist that the company is trying so hard to please the customer but the customer is unwilling to work with them, and often the company points to the contract to try to justify not refunding any customer any part of their money. The company will even try to deny a customer a refund even under circumstances where a discretionary refund outside of the terms and conditions is warranted! (please see attached customer complaint document at no. 60. ******************** Complaint ******** where the company eventually granted the customer a refund even after claiming that [t]he client replied with his request for a refund. On May 25, the terms and conditions of the contract he signed on May **, 2022: Notice of Cancellation: You may cancel this transaction, without penalty or obligation, within 3 business days from the below date. Any notice of cancellation must be signed, dated and delivered to CLOSETS BY DESIGN In all communication on record, since the client signed his contract on May **, 2022, until May 21, 2022, the client never mentioned canceling, he only discussed possible changes. Since the clients purchase was made on May **, 2022, his deposit has been processed and material has been ordered - his order is already in production: Terms and Conditions #3 I agree this job involves custom made items and that once my order is in production and / or materials have been ordered, there are no refunds or credits allowed.) From what I have read and from the examples I have attached the company often refuses to do anything in the way of compensating customers or refunding any money customers pay despite numerous failings on the companys part and sometimes even mistreatment of customers by managers and owners, until the customer eventually feels they have no choice but to deal with the unfair mistreatment and then maybe, just maybe, they will get what they paid for; but sadly in some cases Ive read, customers feel they didnt ever get what they paid for from this company!
Moreover, the companys own installer that showed up to my house on November 21, 2022 told me, my daughter, and granddaughter that a lot of customers actually have a problem with our payment policy, but they (Closets By Design) wont allow us to start any installations before we collect the final payment. It is troubling that many of the companys customers have experienced exactly what I try to prevent by not paying any company in full for incomplete work: poor quality work and struggling with the company's sudden unresponsiveness to customer concerns after full payment for a job left indefinitely incomplete and the company moving on to the next job putting yours on the backburner, again indefinitely, because they have no incentive money to come back and collect. And no, I am not trying to penalize Closets By Design for what happened to me in the past with bad contractors; the companys poor customer satisfaction, poor performance, and poor customer service track record (for many customer who left reviews online, and likely many other customers who are not technologically savvy) speaks for itself. Moreover, I am a single individual who is not in the business of making business deals with contractors and companies like Closets By Design until the need arises. What I was explaining to ***** and ***** is that as a single individual, I cannot afford to bear the full risk of a contract for any kind of home improvement so I cannot afford to pay in full UNTIL work is complete. Maybe some of your customers can, but I cannot. Therefore, I make it my policy not to sign any unbalanced agreements. Even the Georgia **************************** warns Do not pay for any work that is incomplete, and that a sign of a potential scam is that the contractor or company asks you to pay for the entire job up front. (source: *********************************************************************). And those are words I live by.
Im not sure exactly why the company thought it was prudent, relevant, or probative to bring up the call that occurred on November 18, 2022, almost 3 months after I signed the agreement with Closets By Design. However, my granddaughter took that call for me that day. And the company is right in that she said that she thought that I had gotten a credit card and would be financing the balance but if not I would pay by check; this was because (1) she was in the middle of driving when Closets By Design called, and (2) nearly 3 months had passed since I signed the Closets By Design contract. In that nearly 3-month period, about 13 days after signing the contract with Closets By Design, I entered into another agreement with another company called ******************* for a new duct system and vapor barrier in my crawl space where I agreed to pay half my balance on the day of the job with a check and to pay the rest by financing (credit card) upon job completion. There is nothing more to this business about my granddaughters statement during that call. The company claims my granddaughters answer seems to be an unusual statement to make when the check was already written out on August 29, 2022, for the final payment. Once again, Im not sure whether this is a point of contention, how this is relevant, whether the company just finds the statement intriguing, or whether they are yet again implying that Im lying about my ability to pay the remaining balance after installation was done or that Im lying about the final payment check being filled since I signed the contract on August 29, 2022? Regardless, the companys own design consultant was a witness to the entire goings on with the checks and can attest to how my daughter, who writes my checks out for me due to worsening glaucoma in my eyes as I approach 87 years of age, wrote out the wrong numerals on the first check (image of check numbered *** attached in my previous response), so she went on to the next check in the checkbook sequence (Check # *** as noted on the contract) and rewrote that deposit check for $1500.00 payable to Closets By Design and gave it to the design consultant. My daughter did not want to waste my check (check # ***) and had already made check # *** payable to Closets By Design, so she corrected the numerals to clearly read $1500.00 with the memo captioned final payment, and stated in the presence of the designer that we would give the installers check # ***, the final payment, after they finished the job.
Regarding covid procedure, the company in their most recent response states that, [n]o one from Closets by Design, including Mr. *********************** refused to wear a face mask; he only stated that it was not required by law It is worth noting that in none of the responses so far has the company denied our account of ********************************* yelling, shouting, and disrespecting us on that Thanksgiving Eve phone call; in fact, a former employee left a review on indeed (please see attached negative reviews at Indeed CBD Employee Review no. 3, posted on May 14, 2022) confirming that on at least one other occasion, at least one of the owners (either ***** or *********) screamed at an employee in front of other employees leaving the employees fearful of being treated the same way. Evidently, the company from the owners down have a track record of speaking to their own workers disrespectfully so why not customers too I guess, right? But in the interest of recounting event as accurately as possible, it might actually be helpful for all of us if the company would upload an audio copy of the conversation we had with the owner Mr. ********************** into this complaints attachments for us to listen to it again. The recollection on our end is that my granddaughter calmly tried to explain to the owner how his installers showed up an hour late with no facemasks and that she gave them to the installers free of charge. ********************** interrupted and yelled The **************** dont require facemasks so Im not requiring them to wear any if they dont want to. My daughter then took the phone from my granddaughter and met ***** with that same disrespectful energy that he showed us to demonstrate to him that he was dealing with grown, enfranchised human beings, not plantation slaves, and she asked him about his origins because she just had to know where did he learn that it was ok to talk to people, customers, that way! Certainly not in this state or in this country! It is possible that Mr. **********************s disrespectful tone, yelling, and his statement to the effect that I would owe him $3,000 even if the installation never went forward, and his overall disparaging demeanor toward us on that Thanksgiving Eve call had us distraught. His behavior and words were just like a common scam artist or kidnapper seeking ****** who felt he held all the cards because he already tricked me out of my $1500 despot and said he would not give it back and that he would somehow drain $1500 dollars out of me even if he did no work for me at all. Perhaps after all of those emotions running high and with our collective blood pressures no doubt through the roof, we couldnt exactly hear every word he said. At the time, I thought back to the mailer that I got in the mail that convinced me to call Closet By design in the first place and it clicked; I just knew I had been the victim of a scam! I was stressed out so, cooler heads prevailing, it would help to hear the phone call audio again to be sure he actually disrespected me the way we all remember.
Moreover, like I said in my previous response, I place all people who enter my house on notice by sign on the front door and verbally that guests are required to wear facemasks in my house. We informed the design consultant by sign on the door and verbally of this house rule on both occasions that she visited our house. The point of me mentioning ****** facemask comment was to elucidate that the owner had no business addressing the very serious issue of covid, my health risks due to covid, and my house rules and autonomy in such a flippant and demeaning way and that he lost any last remaining ounce of my trust with the way he behaved on that phone call. It was unacceptable, and I will not want to do business with such a horrible individuals company, especially with all they have put me through thus far. At this point I dont even believe they would be willing or able to install, to specification, the closet that I paid for. After all as the owner, ********************** has the final say about any other disagreements that could potentially arise between me and his company, and his initial reaction before his company even started the job is enough for me to want nothing to do with his company. He was incredibly rude, unreasonable, and unfair. Also, being an owner who is not customer-facing all the time is not an excuse for the owner to talk to me or my girls as if they are nothing. He should hold himself to an even higher standard and try to set a positive, not negative example for his employees that deal with customers more frequently than he does.
Regarding the critical design flaw: the company, to the day I am submitting this response, never settled on any remedy for the code violating design flaw. In their first response, the company invented the following:
The installer, Installation Manager and clients family discussed moving the broom closet that was designed in front of the electrical panel on wall B to wall A. It was our understanding on the day of installation that the client approved this design change. If the client would like to discuss the design change further before we return for the installation, we are more than happy to do that.
That account was mostly false. The installers had already left my house by the time we spoke to ***** about the design flaw which he never settled on how they would fix, neither on the November 21 call nor the second call on Thanksgiving Eve where ***** ********************** hung up on us after shouting at us and threatening to take my $3000 regardless of whether he installed the closet in my house or not. Moreover, the woman manager that we spoke to while the installers were still at my house did not offer us a remedy for the design flaw; she merely insisted that the policy is the policy, you signed it, and you get a 7 year warranty, and the installers cant even leave your house until youre pleased. I have already described the installers exact words in my previous response, and like I said in my previous response to the company, I did not approve any design change to move the broom closet from wall B to wall A because we never even got that far in that last conversation.
Strangely now in their latest response Closets By Design says, We offered the client a solution to the design issue on the day of installation, we offered the client a solution during one of the phone conversations on November 23, 2022, and we have offered to schedule another design consultant to come to the clients home to work on a redesign with the client but at this time the client has not accepted that offer. As I explained in my previous response, the company never offered me a concrete solution for the design flaw, they merely postulated various ways in which any of their design flaws might be handled. Moreover, ***** never offered to schedule to send anyone out to work on a redesign, he told us on the November 21 call that the flaw most likely could have been fixed without a redesign or without us even being informed about the flaw and that we should reschedule installation ASAP because of how busy they are and that he would waive the rescheduling fee. On the November 23rd call, ***** discussed more of the same, but he then conceded that perhaps our particular design flaw might require someone to come out and redesign. Even so, he still never actually offered to send someone back out to redesign, he essentially told us even if we get a redesign done I would still have to pay all my money up front before they would install the closet. That statement prompted me to ask to speak to the owner, and then ********************************* the owner further confused things by taking us back to and never beyond the flaw most likely could have been fixed without a redesign on the day of install. Again we were told, this time by *****, that the company would be waiting on our call to reschedule installation. That is where the design flaw was left after our last contact with Closets By Design Atlanta and before I contacted the BBB. Item #2 in the agreement states: All storage systems are custom built to specific plans. Attached to the contract is your specific plans which you have reviewed, approved, and initialed. Any adjustments must be discussed with your design consultant and noted on your plans prior to manufacturing That term does not distinguish whether the adjustments came about as a result of the customers desires or the companys measuring mistake, error, wrong materials, etc. The adjustments that our closet would need were entirely the companys fault due to mismeasuring, yet none of what was described in item #2 of the agreement ever happened! No designer reached out to us to try to come back out to redesign, and of course we never got any news plans reflecting the changes, but the company left the ball in my court and told me they would be waiting on my call to reschedule installation. This is yet another odd move for a company so concerned about terms and conditions. The company would not even follow its own policy to finalize a necessary redesign of the closet for us to fix the dangerous design flaw. It is unknown to me whether or how much more material would need to be custom cut, how much original material would be unusable after the redesign, or if we might have to drastically alter the room design because our laundry room is very small, or whether I would even be pleased with the options their designer would offer me. The companys refusal, yet again, to follow their own contractual obligations is yet another reason why my refund is warranted
Regarding refunds, the company then states: there can be circumstances where this [a refund] can be approved but in this case the material for the Custom Laundry was ordered, the designs were engineered, we cut and prepared all the material required for the installation and we went to the clients home on the scheduled day of installation. I never once saw any material; the installers did not even attempt to bring anything into my house so I cant verify that they had everything required to do my installation, but what I do know is that despite alleging that they prepared all the material required for installation, the truth is that if they did cut material for my job according to those flawed design plans, then they did not show up to ************ to perform their contractual obligation of installing a custom closet cut according to my laundry closets dimensions and specifications. And because they never abided by their own contract items. #9, #**, and #2, they dont even know whether the material they cut is even going work in my laundry room after a redesign or what would actually be needed to finish the job correctly. The company claims that they made an investment in the project for me. SO DID I! I literally have invested way more time and energy than any customer should have to put in to hire someone else to build a custom closet for them, AND I paid this company $1500 up front with no expectation of getting it back (non-refundable deposit according to the contract) as long as I maintained the leverage of giving over final payment only after they completed the job as described in the contract. Moreover, ***** the manager already admitted on the November 21 call that materials could be recycled; I do not know the details of how or why he said that, but he is the manager and he told us that the material could be recycled while the company now claims in its response that it cannot. (Again please see attached customer complaint document at no. 60. ******************** Complaint ******** where the company eventually granted the customer a refund even after claiming the same thing they are claiming now that Since the clients purchase was made on May **, 2022, his deposit has been processed and material has been ordered - his order is already in production: Terms and Conditions #3 I agree this job involves custom made items and that once my order is in production and / or materials have been ordered, there are no refunds or credits allowed. If they found a way to do it then, then I am sure they can find a way to do the same thing especially under the circumstances of my many misadventures with this company.
Finally, the company claims in their response that the installation was not done by the request of the client, not by our choice. This is also false as the company would not allow me to pay them the balance (final payment check) after installation was completed according to my contract. I did not choose for you to refuse to accept my money after you completed the work in my house. The companys manager and owner are the ones who hindered installation from going forward by not abiding by their contractual obligations, and by behaving super unreasonably under these circumstances, after everything that had already gone wrong with this contract and this job up to and beyond installation day.
And again, considering all of these circumstances described throughout this response and my entire complaint, and in the interest of moving forward severally, a recission of the contract and a refund of my $1500.00 deposit is the only resolution I am seeking from Closets By Design. This is the only fair remedy at this point.

Sincerely,

*********************
Business Response
Date: 01/19/2023
We look forward to working with the client to come to a resolution.
If the client would like to schedule a consultation to revise the design, we are happy to do so.
Customer Answer
Date: 01/19/2023

Complaint: 18457904

I am rejecting this response because:

The company has made zero effort to respond substantively to anything raised in my most recent response. They should not look forward to doing anything else with me but refunding my money. I will not work with them. I require a refund.

Sincerely,

*********************
Customer Answer
Date: 01/20/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
Regards,
*********************
Initial Complaint
Date:12/02/2022
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.
We were given a 2-hour window of **** two weeks out for install, which was changed to **** the day beforevery odd considering it was a 3/4 day to full day job. Installers showed up shortly before 1 & didnt have the supplies or work order for all of the rooms, so another 2-hours was tacked on before work could even begin.When they got back & started working, they got about half the job finished & told us they would return shortly after lunch the following daybut they never returned. The company was/is completely unresponsive. We were told by the installer that he was doing a $6k ********* get around to finishing our $9k job when he canleaving us to have all of our food from the pantry all over the house, our clothes from the closets lying on the floors, & all of our laundry room misc. *************** included) out in the garage for them to find the time to finish the job they started (LATE).Our neighbors went with ********** *********************** **** only saw their truck 1 dayreally wish we wouldve gone with ********** Closets. Now were stuck with a half-finished job& who the h*** knows when itll be finished.
Business Response
Date: 12/08/2022
The client signed a contract on September 6, 2022 For a Custom HIS Closet, a Custom HERS Closet and a Custom Pantry totaling $6,641. On September 8, 2022 the client made some design modifications which decreased the contract amount by $925 for a new total of $5,716.
At the time of the purchase the clients installation was scheduled for December 1, 2022, with a flexible arrival window.
On November 4, 2022, the client signed a second contract for a Custom Laundry totaling $2,248.
At the time of the second purchase the installation of the Custom Laundry was scheduled for December 5, 2022. The client requested a morning arrival for that day. We were unable to schedule the installation of the Custom Laundry on the same date, December 1, 2022, as the first contract due to previously scheduled installations.
On November 22, 2022, we called the client and left a voice mail to remind the client of their scheduled installation on December 1, 2022 for the Custom HIS Closet, Custom HERS Closet and Custom Pantry. We advised that an arrival window was not available at this time.
On November 28, 2022, we called the client and left a voice mail to remind the client of the installation of the Custom Laundry on December 5, 2022. We advised that an arrival window was not available at that time.
On November 30, 2022 we called the client and left a voice mail to advise the arrival window for the scheduled installation on December 1,2022 would be ****pm.
Arrival windows are only given out the day before the installation. When the client signed the second contract he requested a morning arrival on December 5, 2022, but a morning arrival was never quoted for the installation scheduled on December 1, 2022.
On December 1, 2022, the installer did not have the material for all 4 Custom Spaces because they were not all scheduled to be installed that day. The installer did come back to the office and pick up the rest of the material and did his best to complete the installation of both contracts on that day, even though they were not all scheduled for that day.
The installer was not able to return the following day,December 2, 2022 as he had hoped because there were other jobs scheduled on him that could not be moved to another installer. We called the client on December 2, 2022, and left the client a voice mail to follow up on the incomplete job.
However, the installer returned on Saturday, December 3, 2022,which is not a scheduled installation day for Closet By Design and completed the installation of all four Custom Spaces.
The client was never promised that we would complete the installation in one day. When the second contract was signed, we intentionally did not schedule the jobs together because of the jobs that were previously scheduled to be installed on that date.
However, the clients jobs were scheduled for December 1,2022 and December 5, 2022 and both projects were completed on December 3, 2022.The client signed the installation paperwork as completed to contract.
We are sorry that the client was disappointed that the installation was not able to be completed in one day but both projects were completed before the scheduled completion on December 5, 2022.
If the client has any concerns regarding the installation,we would be happy to speak to the client but to date the client has not returned our follow-up call or reached out.
It is always our goal to leave our clients completely satisfied with their Custom Designed Projects. We look forward to working with this client in the future.
Initial Complaint
Date:11/16/2022
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.
In early October of this year I had both a pantry and primary bedroom closet installed. The installers were polite and professional and upon general inspection of the work everything seemed fine. However upon further examination when cleaning the pantry I found areas where the quality of installation wasnt very good. I reached out to my sales rep via both text and email and copied the sales manager to share my findings and request that the damage be corrected. I even included pictures. Within a couple of days I was informed by the sales rep that she no longer worked for the company, but that shed passed on my message to her former boss. When after a few more days I still didnt hear back from the company I sent another email to the Sales Manager regarding my issue and repeated my request to resolve it. Over a month has now passed and Ive still not heard anything back from the company. They state in writing that their work is guaranteed, but not sure what good that is if they wont return your messages. I will try one more time, but am not hopeful that they will get back to me hence why Im filling this complaint.
Business Response
Date: 11/23/2022
We hate to hear that the client has concerns regarding her recent installation.
We have reached out to the client and discussed her concerns with her. She is providing us with additional information and pictures, and we will be speaking with her again after the Thanksgiving holiday.
It is always our goal to work with every client to ensure they love their custom design.
Initial Complaint
Date:10/11/2022
Type:Product 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 custom closets for 5 rooms to be installed on September 22 and 23. I waited for 2 hours after my scheduled appointment time to call the company to see what happen. That's went I was informed my appointments were canceled due to one installers testing for covid and they told all the installers to take the day off. I was also told that someone will call to scheduled but no one called once again. The following Monday I called back to find out why no one called. That when I was offered an appointment on October 3 but I told 'who I thought was the manager' I would not be available on that day. I then ask why I couldn't have my closets install sooner because they canceled my appointment not me. The said manager said she would ask the manager if they could move other appointments. She came back and said they can not accommodate me for that week and I would have to wait. I then asked for a refund but she said I signed a contract that states I have 3 days to cancel. So I told them this is all your fault that my appointment was canceled in the first place and I was not contacted by anyone of the cancelation which is unprofessional and also disrespectful. I took off from work to have my closets installed. At this point I just want a refund and I don't want to work with is company. $13000 is to much money to spend with a company that does not care about their customers. I only paid the deposit of $6848 which I what I want back.
Business Response
Date: 10/18/2022
The client signed a contract with Closets by Design on July 8, 2022, for three Custom Closets, a Custom Pantry, and a Custom Laundry.
The installation of the 5 Custom Spaces was scheduled for September *****, 2022.
As the client stated, one of our installers unfortunately,notified us that they tested positive for COVID so in the best interest of our employees and clients, we did have some of the other installers who had worked closely with that employee also go to get tested. We advised the client that we would call her back to reschedule her installation.
We spoke to the client again on September 26, 2022 and offered to reschedule the clients install for October 3, 2022. The client requested to cancel her order but, we advised the client that she was beyond her cancellation period. The client asked for a sooner install date, we advised that we would work on the scheduling and call her back the following day.
Our ******************************* has multiple managers so,it was a manager that the client spoke to, and she was working with the scheduling department.
We called the client back on September 27, 2022 and left her a message to advise that we could not accommodate her request for an installation that week but we did have October 3, 2022 still available.
We spoke to the client on September 29, 2022, we offered the client the installation date of October 3, 2022 but, the client stated that this would not work for her. She stated she was available October *****, 2022.We confirmed October 12, 2022.
The client called back on September 29, 2022, requesting to only move forward with the 3 Custom Closets and to cancel the Custom Pantry and Custom Laundry, we advised her that we would review her file.
We called the client on October 5, 2022 and left a message as a reminder of our her scheduled installation on October 12, 2022.
We called the client on October 11, 2022, to confirm our arrival window of ****AM. The client inquired again about canceling the Custom Pantry and Custom Laundry Room. We advised the client that we could separate the installation and install only the 3 Custom Closets on October 12, 2022 but, the client stated no that is not what she wanted, she wanted to cancel the Custom Pantry and Custom Laundry Room because she had already done them herself. We advised the client again that she was beyond the cancellation period. The client advised that she would be contacting her attorney and the BBB. We confirmed again that we would be there on October 12, 2022, to install all five Custom spaces as contracted.
When we arrived on October 12, 2022, the client called stating that she would not allow the installers in until we agreed not to install the Custom Pantry and Custom Laundry. We advised the client again that when she made the request to cancel the Custom Pantry and Custom Laundry Room the material was already produced and per her contract there would be no refund. The client stated that she had already done the pantry so it couldnt be done. The client requested a credit for the pantry, we advised the client that we could not issue a refund for the pantry. The client requested that the installers leave because she wanted a refund. We advised that we could instruct the installers to leave and we would waive the rescheduling fee if she would like for us to return at a later date. The client requested a refund again.After an approximately 20-minute conversation with management, the client agreed to let us in stall all five Custom Spaces.
We returned to the clients home on October 13, 2022, to complete the installation. We called the client that day to follow up that the client was satisfied with the installation.
We certainly apologize for the delay but, we take the health of our employees and our clients very seriously and we in no way wanted to expose the client or her family to anything harmful. We appreciate the client working with us the way she did, and we hope she is enjoying her new Custom Spaces.
Customer Answer
Date: 10/18/2022

Complaint: 18201191

I am rejecting this response because:
The manager was very unprofessional, after telling him I did my pantry myself, he called the installers and told him to take picture because he thought I was lying and did not want to pay. I had the Closets installed and I paid, which was not a problem for me, It was the customer service which made me want to cancel the install.
Sincerely,

Anthnika Ivory
Business Response
Date: 10/19/2022
The installation manager did not ask the installer to take a picture of the pantry because he did not believe her, it was because we offered to do the demo of the pantry and haul away the material at no additional charge to the client and he wanted the pictures so he could properly notate the clients file with what type of material and how much material would be involved in the demo.
If the manager was perceived as unprofessional or rude, that was never his intent. He is very direct and always follows the terms and conditions of the contract we signed with the client to be sure we fulfill all our obligations in completing the installation for the client.
It is always our goal to provide great customer service. We enjoy working with all our clients and we strive to do the best job possible for them.

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